Hotel Housekeeping Overprocessing, Waste, and Customer Annoyance
I'll try to lighten things back up a bit. I may have written about this before, but as a frequently traveling consultant, the hotel room is my “gemba” many evenings, so it's hard not to find waste. I actually gave some feedback to the management at my current hotel, so I'll copy and paste and post it here (somewhat edited). Do you think there's a little waste of “overprocessing” here? Bonus points if you can guess the chain from my possibly subtle clue.
Dear Local Management of Franchised Large Mid-Priced Chain Hotel: I appreciate the clean and comfortable rooms at your hotel, as a frequent guest at your establishment. I have some feedback and suggestions for your housekeeping staff that would improve my customer experience. The ideas might also save you money!
- Please ask your housekeeping staff to not turn down the thermostat to 65 during the day when they clean. I normally have it set at 72 and it is neither pleasant nor comfortable to return from work to an icebox. The last two nights, I turned the temperature up and the heat kicked in. This overcooling and unnecessary heating costs you $$.
- I do not need a new fresh bar of soap every day. The one that I started using this morning would have been acceptable tomorrow morning, there was still plenty left! I hope you are not replacing the ink pen on the desk (there's still some ink left) or the refrigerator (there's some non-freon refrigerant left) every day.
- When I take the extra pillows out of the storage bag in the closet, please do not put them back in the closet, in the bag, until I check out – they can remain on the bed. This is wasted effort for your staff and I don't enjoy repeating the same motion of taking the pillows back out each evening.
- If I've placed your book and promotional materials on the lower shelf of the nightstand, they do not have to be placed back in the middle of the desk, where I have to again move them so I can work.
I think it would be “smart” to avoid these extra costs and irritations to your frequent guests. Thanks for listening to my feedback, as did your front desk manager when I talked to her in person.
I didn't complain about it, but the in-room refrigerator froze the soda and leftovers I had in there, frozen solid. More overprocessing!! :-)
I know these are, relatively speaking, nice problems to have. I have a great job, a loving family, and a roof over my head (surrounded by freezing air when it's 102 outside). So please take my complaining with a grain of gourmet salt.
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