Tuesday, December 11, 2007

Quantity vs. Quality

It was discussed here just last year.

The person that cleaned your hotel room probably makes minimum wage. The person that cleaned your hotel room has cleaned that same hotel room forever. The person that cleaned your hotel room hates that job.

Hotel maids have no incentive to deliver customer satisfaction. Hotel maids are expected to clean fast, not good. And that's exactly what happens.

It's safe to say that you get what you pay for. A $35 room probably should be dirtier than a $200 room. But even the $35 room could provide better service and quality. Here's a profound approach to providing incentives to an employee: pay for performance.

Pay the hotel maid based on customer feedback. Pay the hotel maid for quality instead of quantity. The same goes to every other cleaning company out there.

1 comment:

  1. Anonymous12:10 AM

    Nice post. I will not be using hotel glasses when I travel... ugh.