BT: Housekeeping is at the heart of the guest experience. What do you love most about leading a housekeeping team, and what makes this department so special to you?
BS: I have been in the hospitality industry for more than 20 years, and housekeeping is my favorite department to lead. Housekeepers are overall such gracious, humble people. They have so much pride in the work that they do every day, and they really hold themselves to a high standard. Motivating a team who already has their hearts in the job makes coming to work a joy. A little thanks and appreciation goes a long way with them. When you partner that grace and pride with some grit, now that’s the ticket to an amazing team! Cleaning rooms is really hard work, especially at a luxury property where the standards are very high. But they show up every day, ready to hustle for 8 hours. It really takes a special kind of person. There have been so many days when business levels are high, and we are under pressure to work harder, faster. They always rise to the occasion and turn on the gas. They are happy to stay late or do extra when asked. They really are very special.
BT: September 13–19 is International Housekeepers Week. What does this week mean to you and your team, and what do you think guests may not realize about the important work housekeepers do every day?
BS: I get really excited to have an entire week to spoil my team as much as possible. And they get really excited to see what kind of surprises we have in store for them! When I hire a housekeeper, one thing I always talk about during the interview is the constant feedback one gets when their job is to clean rooms. Our guests walk in the door with very high expectations; everything has to be perfect at the Pfister. We promise our guests an unmatched luxury experience and top-level cleanliness. If we fall short of that, we owe our guests an apology and a promise to do better next time. In order to achieve this level of service, we have to point out every single shortcoming to our housekeepers so they are aware of what we missed and they can focus on not missing that point moving forward. It is really hard to constantly hear about our errors, but it’s necessary. Our appreciation week is an opportunity for us to acknowledge that we know how hard they work, and let them know that their work is absolutely crucial to our success as a hotel. If they miss the mark, it impacts every department in the hotel. So this is a great way to thank them for carrying such a heavy load.
BT: The Pfister has partnered with Boca Terry for its guestroom robes. What initially attracted you to Boca Terry, and what has made the partnership successful over the years?
BS: Boca Terry has a great reputation in the market. The Pfister has used their products for as long as I have been with the company, which is 19 years! Their robes are quality products that hold up very well over time to constant commercial laundering. It is not easy to find a product that is high enough quality to meet the expectations of our guests at a luxury property that still fits in my budget and also will hold up over time.
BT: The little details can make a big difference in a guest’s stay. What are some of the details you and your housekeeping team focus on to make guests feel especially comfortable and cared for?
BS: The Pfister prides itself on having the absolute best customer service across the entire hotel. This includes the housekeeping staff. We encourage everyone to stop and introduce themselves when they see our guests in the hallway. We all say hello to our guests, we ask our guests how everything is, and we are quick to say “yes” to anything a guest needs. We regularly get comments in our customer surveys acknowledging how friendly the housekeepers are. But we also pay attention to the unsaid cues our guests leave. If you notice kids in the room, leave extra towels. Have fun with how you make the bed and stage their stuffed animals. If you notice someone asked for extra coffee packets, leave a little extra in the room every day. Leave a little note on the desk telling them you noticed this and sign your name. Connection with our customers is everything.
BT: The Pfister uses Boca Terry’s waffle robes. What kind of feedback have you received from guests about these amenities, and what do you personally like about them?
BS: We regularly have guests ask to purchase the in-room robes. They are a beautiful souvenir for those celebrating a special occasion. I love the waffle weave; they are comfortable enough to wear throughout the day, and if you decide to take a nap in them, they are breathable and not too hot! The texture is so soft.
BT: For Housekeeping Week, what would you like to say to your team and to the thousands of housekeeping professionals who work behind the scenes every day to make a guest’s stay feel special?
BS: I cannot say thank you enough. It is an honor to work alongside you every day, and thank you for all of the blood, sweat, and tears you put into your workday. Our industry would crumble without you!