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As more and more guests check-in on apps and use their phones as room keys, eliminating the need for interaction at the front desk, in some hotels housekeeping may be the first or even only employee guests interact with during their stay.
A recent experience on my family’s vacation to Japan last week got me thinking, with technology and AI rapidly working to eliminate the front desk, housekeepers will have the most important role in guest engagement and satisfaction.
While we were at dinner during our stay at the Ritz-Carlton, Nikko, housekeeping came to turn down our room. When we returned, I noticed that they had thoughtfully and neatly coiled my phone charging cord with a piece of Velcro. This incredible attention to detail so touched me that I had to share, snapped a pic and posted it on LinkedIn. So many likes and comments! Turns out, this simple act of coiling a cord is a crowd pleaser and showcases the Ritz-Carlton brand’s focus on delighting guests through housekeeping.
Although housekeeping has always been the heart of the house and integral to guest satisfaction, the importance of this role is becoming more significant than ever. HotelTechReport predicts that artificial intelligence is set to revolutionize the hotel guest experience in the next 10 years by providing more efficient service through the use of personalization and recommendation engines, automation of repetitive tasks, virtual assistants, smart room technology and concierge services. This leaves housekeeping as one of the few roles that will continue to be done by humans (though with some robot assists likely coming.)
I checked in with a few industry leaders to see how they are training housekeeping teams to provide more personalized and intuitive service, making housekeeping an experience that guests (like me) want to share.
“Anticipatory service is key” – Personalization in Housekeeping
Empathy-driven service is at the core of modern housekeeping. Fernanda Lewis, Director of Housekeeping at The Goring and UKHA Chair, London & South East, said, “We focus on anticipatory services, from adjusting room temperature to knowing which side of the bed a guest prefers to sleep on. It’s about the little things that impress guests. Housekeeping isn’t just about cleanliness anymore—it’s about creating a personalized, memorable experience.”
Hirohito Yoshikado, Director of Housekeeping at The Ritz-Carlton, Nikko, emphasized the importance of thinking from the guest’s perspective: “I always tell our staff to put themselves in our guests’ shoes and think about what they would want if they stayed at a hotel, then do that for our guests. Here at The Ritz-Carlton, Nikko, everyone is empowered to make the experience special and memorable.”
“Cultural sensitivity is essential” – Tailoring Service for a Diverse Guest Base
As hotels cater to a global clientele, cultural awareness and communication are more important than ever. Lisa Williams, Executive Housekeeper at The Grand, York, UK, and UKHA Chair, Yorkshire & North East, noted that her team has implemented cultural sensitivity training to ensure services are customized based on cultural preferences. “It’s about making each stay more comfortable and welcoming, regardless of a guest’s background,” she said.
“Stylists, not housekeepers” – W Hotels Leading the Way in Housekeeping Rebranding
The W brand has been ahead of the curve in redefining the role of housekeeping by calling housekeepers “stylists.” “Housekeeping is the cornerstone of exceptional guest experiences,” said Emily Donaldson, Director of Style at W New York - Union Square. “Our stylists play a crucial role in making guests feel at home by understanding their needs through conversation and observation.”
“Collaborating with industry experts” – Elevating Housekeeping Standards through Partnerships
Many hotels are partnering with external experts like Forbes Travel Guide to elevate their housekeeping standards and ensure a consistent, luxury experience. Matthias Welzel, General Manager of Hilton Lake Como, highlighted the value of these collaborations: “We’ve balanced technology with personal service by offering comprehensive training. This year, we engaged Forbes Travel Guide experts for a two-day training focused on details and service deliveries.”
At W New York - Union Square, Emily Donaldson echoed the importance of these collaborations: “We’ve partnered with Forbes Travel Guide to ensure our stylists receive rigorous training. This helps us maintain the high standards of personalized service that are central to guest satisfaction.”
Desislava "Desi" Petkova, Cluster Director of Housekeeping at Hyatt Regency London – The Churchill and Park Hyatt London River Thames, also emphasized the importance of training: "Hyatt recently implemented a new training program focused on personal guest interactions. This training has helped my team improve their soft skills and feel more confident when engaging with guests."
“Technology streamlines tasks and enhances personalization” – Leveraging Innovations in Housekeeping
Technology continues to play a significant role in improving efficiency and personalization in housekeeping. At W New York - Union Square, Emily Donaldson highlighted how technology supports their stylists in providing a seamless guest experience: “We use Empower GXP, a Guest Experience Platform, to share real-time insights about guest preferences.”
“Our smartphone devices and mobile apps assist in managing schedules, improving communication between housekeeping, front office, and engineering teams, ensuring rooms are cleaned efficiently and guest requests are promptly addressed,” noted Matthias Welzel about the systems at the Hilton Lake Como.
Sharing a similar sentiment, Desi Petkova added, “At Hyatt, we use technology to streamline operations, but the key is combining it with the human element. Technology helps manage tasks efficiently, but our team’s personal touch—like addressing spontaneous guest requests—ensures each stay is memorable. While front-facing tech plays a key role today, it’s those human interactions that create lasting impressions.”
“Sustainability is more than a trend” – Eco-Friendly Practices in Housekeeping
Sustainability has become a key focus in many hotels, with housekeeping practices evolving to meet guests’ growing eco-consciousness. At The Grand, York, Lisa Williams explained how her team offers guests the choice to minimize water use or reduce linen changes, aligning their services with guest values. “More and more, guests are prioritizing sustainability, and we’re adapting to reflect those preferences,” she said.
Many women we’ve interviewed for hertelier have shared that working in housekeeping has informed their leadership style, teaching the importance of teamwork and communication, and how to work with people from many cultures. So as we celebrate International Housekeeping Week, cheers to continued elevation of this key part of hospitality. Here’s to the heart of the house!