Consumers' New Expectations for Hospitality Cleaning – By David Forssell

A person cleaning an elevator
Consumers’ New Expectations for Hospitality Cleaning

Consumers’ new expectations for hospitality cleaning are evolving rapidly. As recently as 18 months ago, catching a glimpse of housekeepers or cleaning staff during a hotel stay or dinner out was considered by many to be an inconvenience or eyesore.

That was then. This is now. Hospitality patrons are paying attention to the cleanliness of the establishments they dare to enter.

Hotel guests and hospitality patrons are hyper tuned in to their comfort level regarding safety and risk. A post(?)-covid anxiety has settled deep within our collective psyches. A random sighting of masked-up, gloved housekeeping professionals with carts full of colorful cloths, mops, and sprays has incredible power to ease our nagging angst. Once invisible workers, encouraged to be inconspicuous, have become fearless front-line workers, now thanked by patrons for their public service — a sentiment once reserved for veterans or police officers.

The days of leaving janitorial cleaning until “after the rush” or scooting out before sidework is done are over. Customers have become acutely aware of procedures and products used for cleaning and disinfecting. Shortcuts are not to be tolerated.

How hospitality consumers are deciding where to spend their time and money

A recent survey of 850 frequent business and leisure travelers and 974 diners by P&G Professional gives insight into how hospitality consumers and travelers make decisions about the establishments they frequent when polled about their janitorial cleaning expectations.

Top turnoffs noticed by customers immediately when entering a hotel or restaurant:

  1. Unpleasant / bad odour (56%)
  2. Dirty or sticky floors/carpets (27%)
  3. Stained, spotty or dirty dishes, glassware or cutlery (27%)

The survey further states that “For travelers, bathroom surfaces, high-touch objects, contamination from previous guests, and the presence of invisible pathogens are top concerns.”

It continues to say, “More thorough and frequent cleaning is expected by 67 percent of travelers, and 61-per-cent expect to see more visible methods of cleaning, such as pamphlets and signage. Additionally, 57-per-cent expect more transparency around what hotels are doing to keep guests safe and rooms clean — both in-person and on the company website.”

A 2021 Housekeeping and Hygiene Study by HospitalityNet and KnowingLi Market Research polled over 400 respondents and found “over 93% of those surveyed expect each hotel to outline its safety measures. Moreover, when it comes to areas of concern, elevators and guest rooms are at the top of the list, with doors, gyms, and restaurants not far behind.”

“Broad Daylight Cleaning” offers a value that cannot be understated — for consumers and establishments alike! 

Communicating safety measures on websites, in rooms, and in common areas is essential. More impactful, however, is “Broad Daylight” cleaning. Broad daylight cleaning offers a value that cannot be understated. When patrons see the cleaning staff cleaning at work, there is transparency and, as a result, trust in the establishment.

Today guests are apt to see a bright, color-coded Microfiber program at work. Color-coded cloths, dusters, and mops — specific colors for specific areas, not by coincidence. This sophisticated process ensures that no cross-contamination occurs. Usually, only the savviest of travelers know that the person cleaning the gym uses green cloths and mops, while the person cleaning the bathrooms uses red, but the rest of the world is starting to catch on! Increasing the visibility of cleaning crews in action has a positive effect on the comfort levels of hospitality guests and the potential to increase repeat business. Proprietors should consider the value of visibility when supplying the JanSan crew.

Increase the Value and Visibility with these Bright Color-Coded Microfiber Products 

SmartRags Cloth Dispenser SmartPads Mop Pad Dispense All-Purpose Microfiber Cloths
12x12 Microfiber Cloth - 20 gram
Specialty Microfiber Cloths Microfiber Dusters Microfiber Mops & Pads
Group of microfiber cloths stacked 10 inch mop group shot M83000 group

Give consumers what they want. (Scratch that.) Give them what they need! Peace of Mind

Encourage your customers to employ a Broad Daylight hospitality cleaning program and gain trust with transparency. Assure them that leaving an old-fashioned cotton mop in a bucket of dirty water will have dire consequences in the current climate. Whichever way they decide to proceed, their customers will take notice and spread the word.

About Monarch Brands: With roots established in 1947, Monarch Brands delivers high quality and value-priced textiles from manufacturers around the world. By leveraging deep sourcing relationships and purchasing power, Monarch Brands works with distributors to design hospitality programs that work for each client.

If you would like more information about this topic, please email Andrew Moore at andrewm@monarchbrands.com