Leisa Rude is the Director of Housekeeping at Pelican Grand Beach Resort in Ft. Lauderdale. This month, we talked with Leisa to learn more about the art of housekeeping and how this often unseen and underappreciated labor is the key to a great hospitality guest experience.
BT: What is International Housekeeping Week? Tell us the importance of it and how and why you celebrate it.
LR: Since 1981, the IEHA, or the Integrated Environment and Health Assessment, has officially sponsored the holiday. Since then, it has spread globally as a week-long celebration for those who work in housekeeping. Buildings such as hotels, restaurants, casinos and more all function because of the long hours and efforts of housekeeping.
If housekeepers did not exist, diseases would spread and productivity would decline. However, in everyday life, housekeeping is a job that isn’t appreciated as much as it should because of the grittiness of the job, and the lack of glamor it carries.
Housekeeping week is celebrated at thousands of facilities around the world by companies that appreciate their workers. It is observed each year during the second week of September.
This is a very important opportunity to celebrate our hardworking housekeeping team. Each year, a different department recognizes the team each day, whether it be with food, games, massages and more. They are truly the heart of the hotel and oftentimes the unsung heroes. Our vendors also graciously donate items to give away as prizes.
BT: What initially sparked your interest to pursue a career in housekeeping?
LR: I personally did not intend to have a career in the hospitality field, as I graduated from college with a degree in education. Family friends owned a hotel at that time and asked if I would help out and work during the summer. During that time, I thoroughly enjoyed meeting people and cleanliness is of utmost importance to me, so the two seemed to go hand in hand and I realized then that the hospitality industry was a good fit.
Now, 30+ years later, I know I made the right choice. It really is a delight to know that we are making guests feel comfortable while staying here and being a part of their vacation memories
BT: What do you believe are the most important qualities of a successful housekeeper in a hotel setting?
LR: Being able to treat their guests like family and providing a very clean room, just as if the guests were staying in their own homes. A welcoming smile and genuine care and concern for others. Honesty is also a very crucial part of the job. Guests often leave behind expensive items and it’s so important to a team who you can trust to turn these items in so they can be returned. Having fun and working shoulder-to shoulder-with your teammates is important, as are a great attitude, sense of humor and good work ethic.
BT: On average, how many rooms does a housekeeper clean in a day?
LR: A good housekeeper can clean about 12 to 15 rooms daily.
BT: Attention to detail is crucial in housekeeping. How do you ensure that you consistently deliver high-quality cleaning standards?
LR: Once checkout cleaning is complete, we have supervisors go in and double check that everything is up to standards before releasing the room to incoming guests. Even the stayovers are inspected from time to time to ensure that the standards are being upheld and guests are receiving exceptional service. The room attendants are initially trained and frequently shown pictures to observe the little details. They also periodically undergo one-on-one training with the housekeeping management team.
BT: If you could choose 3 of the most important special amenities every luxury hotel should offer, what would they be, and why?
LR: Super soft and luxurious towels and linens. High-quality amenities such as shampoos, lotions and body wash, and I personally enjoy when a hotel or resort has a pillow menu to choose from. When vacationing, it is nice to splurge and enjoy all the extra comforts the resort has to offer.
BT: How do you think luxury bathrobes, bed linens and spa products affect the comfort and overall experience of your guests?
LR: These items are a very integral part of the whole guest experience. There are numerous times where I do receive phone calls from guests who have checked out and have enjoyed the products so much during their stay that they do request more information with regards to purchasing these items for themselves. This makes me feel so good to know that they had such a restful nights sleep because of the bedding or that after a day at the beach that they want to snuggle up in a comfortable robe and sit on their balcony and do nothing but relax.
BT: What are your favorite Boca Terry products and why do you love them?
LR: The robes and slippers, as these seem to be the two items that guests most like to be pampered with.