Since the health crisis, cleaning is inextricably linked to a good customer experience. Given this reality, property managers need to view cleaning services as a differentiator rather than just a routine task. Here are three cleaning tips to keep in mind for your peak season.
Understand the value of your maintenance services
Throughout the pandemic, many property managers have improved the quality of their accommodations and created optimized operational processes. This included responding to the increased attention to hygiene by customers. In addition, customers who are accustomed to concierge services and hotels are increasingly turning to independent vacation rentals. Standards are expected to continue to rise as this more demanding clientele grows. This means it becomes more important to keep up with the competition in the market to offer a differentiating customer experience and keep them coming back.
That's why implementing rigorous maintenance processes becomes essential to your business. This attention to detail will satisfy the most demanding travelers!
The principles of cleaning in seasonal rentals
It is essential to your success that you follow some basic rules. Mastering these processes takes the mental burden of the logistics out of your hands.
- Customize your activities: Every rental property is unique and your cleaning checklists should reflect that. Your checklists should be different not only for each property/type of cleaning, but also for the specific furnishings in each room. This allows your operations teams to be equipped and prepared for the specifics of your homes. Your teams become accountable for the quality of the cleaning while having the tools to do the job.
- Focus on the details: Treat each room in your home uniquely. Use recommended products and techniques. Also, ask your maintenance staff to verify that every surface and piece of furniture has been treated properly. These small but significant details can make the difference between an acceptable stay and an exceptional experience!
- Take the time to do it right: high quality maintenance requires significant attention to detail that can be time consuming. Yet it is an essential element in wowing your travelers. Don't neglect it!
- Build your teams efficiently: The pandemic shortened the average booking window and lengthened the length of stay. Use outside crews to handle the rush and finish the rounds faster. This will also allow you to benefit from greater flexibility during off-season periods: they are not part of your payroll. Therefore, we advise you to internalize your teams for "off-season" work and to call upon external personnel to face the increased workload during your high season.
Communicate with your teams
Never forget that your teams are responsible for the details that shape unforgettable experiences for your guests. They are also the people who are in your properties the most. So it's essential to communicate positively about the changes taking place in your accommodations. This allows you to maintain high standards by motivating your staff.
- Ongoing training: Make it easy for maintenance staff to follow your brand standards by offering regular training. Whether you provide it internally or through an outside organization, you need to ensure that your teams are constantly updated to best meet your needs.
- Put the data to work: There are many tools available to help you improve and showcase your hygiene and maintenance efforts. Don't hesitate to promote positive reviews left on OTAs or on your Google My Business page. You can also use connected objects (IoT) to anticipate maintenance needs.
- Provide positive reinforcement: Your employees are the behind-the-scenes workers who keep things running smoothly. Even if customers don't see them, the key to motivating staff is to make sure they feel seen. Share customer reviews and cleanliness scores with your teams and show your appreciation for their work. Showing that you recognize their work is a critical part of maintaining high-performing teams.
