Full Departmental Outsourcing Raises Standards and Lowers Costs
A recovering hospitality industry is challenged to meet higher expectations from guests while working with reduced levels of staff and management. One solution for many hospitality organizations is full departmental outsourcing. These programs fully manage housekeeping departments from recruiting and training, to equipment and chemicals. HSS controls costs and drives quality so that the properties can focus on guest service and occupancy. HSS Outsourcing raises guest satisfaction scores while lowering costs by as much as 30%.
Is Outsourcing a Solution for COVID Recover?
For many properties, the impact of COVID came in layers. First came the extreme drop in occupancy and loss of revenue. This was followed by a loss of talent at all levels of the industry due to lay-offs, early retirements, and migration to other industries. The third wave came as occupancy levels rose and guests began to return amid a labor shortage. There is another component related to guests having a higher expectation of cleanliness. For many properties, full departmental outsourcing can be a solution to these challenges and may be the key to succeeding in coming months and years of recovery.
How Hospitality Outsourcing Works
Our outsourcing programs manage the entire operations of a department from the executive housekeeper down to the hourly employees, but it is important that these programs are fully tailored to the needs of a property to match quality standards. We start by identifying some of the key gaps and operation elements that HSS Outsourcing can offer. We combine cultural standards into our best practices to create exceptional service experiences and consistently train to the 10/5 rule, property knowledge and standards of greeting. To ensure that standards are consistently applied, we have a dedicated person that oversees our training as well as a director of quality control to make sure the cleaning staff is keeping up with the standards set.
Delivering Quality Results
Integrating your service brand culture with our business culture is standard operation procedure. We’ve adopted Forbes Three, Four, and Five diamond service standards as well as Quality Audit standards, all of which contribute to the excellent service we offer on a consistent basis.
Putting Concerns to Rest
Some hotel, resort, and casino operations leaders might feel reluctant about outsourcing fearing that they could lose quality control among their properties and even a sense of pride and ownership. But ownership, brand standards, and a tailored experience are are essential to our outsourcing model. We developed our training to match the brand of the current client and ensure that the outsourcing employees will follow just that, as well as meet the performance standards set by the client. Obviously, with the outsourcing model, we structure and build a model to fit the client’s needs. We develop and carry that through our division and have the resources to create that.
Team HSS helps its hospitality clients up their game and now it’s proud to help a National Soccer League team do the same with its sponsorship of Orlando-based The Mix Sports Club.
“We are very excited to support The Mix Sports Club and its diverse team of players,” says Mihaela Pla, Florida Area Vice President, HSS. “They are an important connection to the community in Central Florida and we are looking forward to connecting with their fans throughout the season.”
The Mix Sports Club’s goal is to help aspiring players with the chance to play at a highly competitive level, providing opportunities to be seen by larger professional clubs all over the world. The players could potentially receive professional contracts and play at the highest levels of professional soccer.
It is in that same spirit that HSS provides unique opportunities for people interested in hospitality careers. We build teams everyday on behalf of our nationwide clients and help them with professional development and advancement.
Watch HSS team members discuss their jobs and career paths. https://www.hssstaffing.com/housekeeping/developing-the-hss-team/
So, let’s hear it for The Mix Sports Club! These 11 semi-pro stalwarts tied the GOSA Spurs two-two in a nail-biter of a season opener on Sunday. You can root for them and follow their adventures on Instagram and Facebook at @mixsportsclub.
After more than a year, some key areas of hospitality facilities may need attention
As organizations navigate this challenging period of the pandemic, many general managers in the hospitality industry are examining how to pivot their maintenance programs. While it is still important to reduce the spread of harmful pathogens through strategic cleaning and disinfecting, now is an ideal time to examine programs that may have been ignored or deemphasized at the height of the pandemic in favor of intense cleaning and disinfecting activities. This includes cleaning programs that are essential to preserving valuable infrastructure investments in hotels, resorts, and casinos, including:
Parking Lot Maintenance
High Dusting of Exposed Ductwork
While asset preservation programs have always been critical in the hospitality industry, now is the right time to focus on these activities as cleaning and maintenance programs are rebalanced during the transition to the “Next Normal.” Taking these steps builds trust with customers and employees while also adding to the health of overall hotel operations.
Extending Asset Lifespan
The main goal of asset preservation in hospitality has traditionally been to extend the service lifespan of areas like floors, carpets, parking lots, and HVAC systems.
For example, carpets and floors that appear to be clean can quickly degrade without regular and professional maintenance. The average lifespan of commercial-grade carpeting ranges from 12-15 years. Considering the amount of foot traffic in a hotel or the quality and type of carpet fiber, our experts have found that quarterly care protocols can maintain optimal appearance and meet or exceed their range of service.
Similarly, regular maintenance keeps floors looking better longer. After assessing individual use instances, a standard protocol of quarterly, biannual, or annual stripping and buffing can extend their lifespan, prevent permanent damage, and improve their overall appearance.
When considering the upkeep of parking lots, minor pavement fixes and the regular removal of weeds can defer more expensive repairs and significantly improve appearance.
Floors, carpets, and parking lots may have seen lighter use throughout COVID and required less maintenance for hotels and resorts that have been shut down or seen reduced use. However, deferred maintenance through this period can only last so long before permanent damage can occur.
Building Employee and Consumer Trust
Asset protection is always a sound strategy, but there is another reason to implement these programs today: the change in employee and guest expectations around the operational health of hotels.
Because of COVID, people have a heightened awareness and sensitivity to cleaning. While strategic cleaning and disinfecting programs should still be employed, people will also evaluate hotels based on appearance. Employees and guests are now better educated on air quality and filtration systems and cleaning and disinfection practices. Dirty, dusty, or worn-down resorts leave the impression that a hotel isn’t well managed – and even impact someone’s view regarding the overall safety of the building. These perceptions can affect customer and employee satisfaction and retention.
Maintaining Healthier Interior Environments
High dusting of HVAC vents and air intakes is another important asset preservation measure that helps extend the life of expensive HVAC systems. Today, there’s another reason why this particular cleaning measure is essential: airflow.
Optimized and efficient HVAC systems and superior airflow are top-of-mind due to COVID-19 guidance issued by the U.S. Centers for Disease Control and Prevention and other global agencies. The regular high dusting of these areas by specialized teams with the proper equipment ensures a healthier space for employees and guests alike.
Preservation Means Healthy Operations – When Operations Resume
During the recovery, asset preservation should be part of an overall pivot to long-term healthy operations in the hospitality industry. General managers need to implement maintenance programs to account for the higher expectation of cleaning, while also moving toward more sustained programs that consider the needs of a resort over months, years, and even decades. Implementing asset preservation into a hotel maintenance program is a way to address both short and long terms needs for healthy operations.
Third Shift Janitorial from an Approved Avendra Source
HSS partnering with it parent company KBS proudly offers third-shift janitorial services to hotels nationwide. From its foundation in 1990 as a janitorial staffing services company working within the hospitality sector, HSS recognized the need for a reliable workforce in cleaning and maintenance. Today we deliver a compliant, reliable, high-quality, and efficient workforce to operations in a wide range of industries nationwide.
Avendra Approved Supplier
HSS is now Avendra certified for janitorial services, landscaping, and snow removal. Avendra is North America’s leading hospitality procurement services provider. Their supply chain management solutions are tailored to our clients’ business strategies and deliver benefits beyond great savings. Avendra combines years of hospitality expertise, purchasing power, services, and software to help customers impact the bottom line, improve operational performance, and better serve guests. More than 8,500 customers rely on Avendra as a trusted partner.
The KBS Resource
As a KBS Company, HSS is part of the largest privately held facility services company in North America. This expands our partnerships with hotels and resorts to include a wider range of services from janitorial, to exterior services, to floor care and a host of other specialty services. This national partnership allows us to work with properties and management companies to raise their standards and lower their costs.
Janitorial Services We Offer:
Floor Care – We handle a wide range of floors, from hard surfaces to carpets and everything in between. We have trained certified professionals at each site that go through rigorous training, so you know your floors are well taken care of.
Public Areas / Third Shift Janitorial
First impressions are important, so keeping public areas clean and well-maintained is essential. We work hard to make sure your property’s first impressions are spotless; including lobby, public restrooms, restaurants, casinos, conference spaces, bars, nightclubs, spa, lounges, airports, hospitals, nursing homes, commercial areas, industrial cleaning, gym and pool areas.
Qualified cleaning is essential to busy restaurants and kitchens. With our training and methodical strategies for cleanliness we ensure kitchens are ready to go for the morning rush. We also handle conferences, banquets as well as conventional kitchens.
Busy kitchens needs competent personnel to work behind the scenes to make sure everything is clean and organized to maximize the efficiency of the culinary team.
HSS provides services for landscaping, snow removal, pool maintenance, post storm cleanup and general outdoor maintenance.