Optimizing Staff for a 140-Room Hotel: How Many Room Attendants Are Needed?
When running a hotel with 140 rooms, including 2 three-bed room suits, 3 two-bedroom suites, and 5 one-bedroom suites, determining the right number of room attendants is crucial for maintaining high service standards and guest satisfaction. This case study will explore the optimal staffing levels, the importance of training, and the impact of guest experience on a hotel's reputation.
Current Staffing at a 131-Room Hotel
Based on my experience at a 131-room hotel, with six suites included, we had around 10 room attendants on the housekeeping roster. A head housekeeper, a full-time laundry attendant, and a part-time employee also contributed to the team.
Factors Influencing Staffing Needs
Hotel Rating and Type
The staffing needs for a hotel can vary significantly based on its rating (3-star, 4-star, or 5-star) and whether it is an extended-stay hotel. Typically, higher-rated hotels and those catering to longer stays require more experienced and dedicated staff to maintain consistent service levels.
At a 4-star hotel, for instance, you might need a larger team to ensure that all rooms are meticulously cleaned and that guests have seamless experiences. At a 5-star hotel, the emphasis is even higher on staff training and efficiency to maintain the top-tier reputation.
Staff Proficiency and Training
Each member of the housekeeping team should be trained in all aspects of room servicing to ensure uniform quality across all rooms. This includes making beds, dusting, vacuuming, and restocking amenities. The staff should take pride in their work and feel equipped to handle any room type, from standard one-bedroom suites to more elaborate suites.
A strong training program can make a significant difference. For example, if you have a uniform cleaning process, guests are more likely to have positive experiences and provide favorable reviews, which can attract new business and repeat guests. Conversely, inconsistent service quality can quickly tarnish a hotel's reputation.
Consequences of Poor Staffing Decisions
There are stark differences between good and bad staffing decisions. An experience akin to this highlights the importance of proper staff management:
Case Study: Bad Customer Experience
I encountered a situation where, staying in a hotel for five nights, my room became progressively messier, and the hotel failed to clean it as promised. Despite multiple attempts to speak with staff, the room never improved. The hotel’s inefficient communication and unresponsiveness ultimately resulted in a refund.
On the flip side, another travel experience with the same level of room reservations was entirely positive. The hotel’s prompt service and consistent cleanliness ensured a high level of customer satisfaction, leading to a complimentary future stay.
Key Takeaways from the Experience
These case studies emphasize the need for efficient staff management and strong communication. Room attendants should be rotated to different sections to maintain high standards, and performance incentives can boost morale and productivity. Regular training and a clear hierarchy are also essential.
How Many Room Attendants Should You Employ?:
The number of room attendants needed directly correlates with the room count and the efficiency of your staff. For a 140-room hotel, a general rule of thumb is to have one room attendant for every 10-15 rooms. However, this can vary based on the hotel's rating and the types of rooms (standard rooms, suites, etc.).
Consider allocating additional staff for suites, as these often require more detailed and specific cleaning. It's also advisable to have a backup plan for unexpected spikes in room demand or staff absences.
Conclusion
Proper staffing and training are vital for maintaining a high level of service in hospitality. A good reputation is a critical asset for any hotel, and staff performance directly impacts guest perceptions. By following best practices in staffing and service, you can ensure that your hotel remains a top-tier establishment and continues to attract and retain valuable guests.