When people think of hotel employees, their thoughts tend to go to the front desk agents checking guests in, the banquet teams setting up for events, or even a concierge, providing activities recommendations.
But there is a very important group most people forget --the housekeeping staff.
The housekeeping department can make or break a guest's experience as they are responsible for creating and maintaining a clean and welcoming environment. This team performs the "invisible tasks" many guests overlook unless something goes awry.
This month I sat down with Housekeeping Director, Kim Anderson, to understand the role her team plays in the success of our resort and maybe even learn a few tips along the way.
You were recently promoted to Housekeeping Director. What are the responsibilities of a Housekeeping Director at a resort?
As a director, I oversee a staff of 30+ employees but it's more like overseeing 5 departments in one! We are responsible for the cleanliness of all public spaces and guest rooms at Turf Valley. I manage scheduling, training, ordering supplies and much more. Every day is a little different and can be unpredictable –a big part of my job is putting out fires and mentoring my team. I run my department with the motto "A first impression is the last impression."
How did you get your start in the industry?
I worked in many different industries before starting my career at TVR, but I always knew I didn't want a job sitting behind a desk. I attended a career development class that took place at Turf Valley – I was fascinated with the inner workings of the resort and the glass elevators really caught my eye, I applied for a job that day.
I worked my way up the ladder. I started as an attendant cleaning guestrooms, then a supervisor responsible for inspecting the rooms, eventually becoming a manager and finally, a director.
Kim, you've been with Turf Valley for 35 years. What keeps you here?
The people and the long-lasting relationships. So many of my team members have been here for over 10 years, so you grow together. It really feels like a family here.
Do you have a favorite memory at Turf Valley you want to share?
My daughter was married at Turf Valley about 7 years ago. Everyone did an amazing job, and we were so happy with the experience.
What do you wish more people knew about your department?
The pride we take in our roles here and just how hard we work. With my team, I often speak about looking at things from our guest's perspective and how the little details are so important to the success of the resort. We understand that the guest ‘s experience starts as soon as they walk through the front doors, so we strive for perfection every day.
What is your favorite part of your day?
Being able to encourage and spend time with my team. I love being there at the end of the day to thank each one for their dedication.
Lastly, are there any cleaning tips you can share with us common folk?
Wipe down your counters with a dry cloth after cleaning them. This will help prevent streaks and smudges. Also, learning how to properly fold linens such as a fitted sheet will save you lots of space your closets!
Did you know?
Every September since 1981, the hospitality industry has had a week long celebration to show appreciation for the hard work and dedication of housekeeping teams around the world. This September, Housekeeping Week is September 8th through September 14th. If you happen to be traveling that week, please be sure to thank these amazing teams, wherever you are.
Written by:
Carmen Zemke, Account Executive at Turf Valley Resort
View Carmen's Profile | Linkedin.com/in/carmenzemke
If you are interested in learning more about Turf Valley Resort, contact us at: info_sales@turfvalley.com or visit us online: www.turfvalley.com.