A holiday is a chance to recharge your batteries and visit somewhere new. It's also, according to Dale Smith, managing director of holiday rental firm Host & Stay, a time to get away from it all - and that includes cleaning.
He describes why housekeeping is so important when it comes to holiday accommodation – for guests and the local area.
I set up Host & Stay because, as a holiday home owner myself, I felt there had to be a better way – for both hosts and guests. And one of the elements of guest service I’m most passionate about is housekeeping. Housekeeping is one of those things that, when it’s done well, you don’t notice it, but when it’s done badly, you most definitely do. I’d hate for any of the guests who book through Host & Stay to have to spend their precious holiday time worrying about much, giving cups a rinse before they use them, or ending up with dusty hands from running them down the banister. It’s a fact that dirt is one of the most common reasons for bad reviews left for holiday homes, which is why we have strict housekeeping standards for our team, making sure everyone knows what guests can expect from a Host and Stay property.
A delicate operation
We manage more than 500 homes in the region and offer arrivals and departures on any day of the week, which means the 100-plus members of our housekeeping team are in action seven days a week. To keep everything running according to plan, we use a dedicated property management software platform, which allows each team member to know exactly where they should be and when. It also keeps them up to date with any useful information they need to know about the property, such as where keys are kept and when bin day is. This helps save valuable time and allows the team to plan their day the night before, ensuring maximum efficiency. When it comes to the actual housekeeping, our staff are second to none, and love nothing more than making a property look as good as new. To do this, they work to our exacting standards, and also run the cleaning operation on a strict timetable; one of their top tips is to set a 15-minute timer for each room, to focus the mind. Every changeover day, our properties get cleaned thoroughly from top to bottom, finishing with the ultimate in relaxation – wherever you are – crisp, fresh bedding. However, housekeeping is about more than ‘just’ cleaning, and our team are masters at making sure properties look comfortable and inviting for new guests. They’ll straighten throws, open curtains and plump pillows – all tiny touches that have a massive impact on the first impressions.
Our clean team
We couldn’t do any of the above without our dedicated housekeeping team, who make sure guest comfort is at the heart of everything they do. And because they’re so integral to the success of Host & Stay, we offer them a pretty good deal, with an hourly rate of above the real living wage, plus the chance to top it up according to performance. We also offer flexible working hours, paid holidays and travel time, and bonus and pension schemes. Our housekeeping team also receive a discount on any of our holidays – so they can see just what an impact their hard work has on guests! Aside from this, the other benefits include travelling around the beautiful North Yorkshire and Northumberland countryside and looking after some stunning homes – as well as the satisfaction of a job well done. We hire our colleagues from the local area, a key aspect of our wider purpose and our drive to creating better places to live, work and stay across the North East.
