Did you know you can choose from six different types of pillow? and that there’s a secret technique to making the perfect bed? these are some of the housekeeping touches that help the luxury hotel stay ahead as the most recognised global name in the industry.
Hilton Lake Taupo HR Coordinator Lisa Sherriff tells us how team members are trained behind the scenes to create a luxury experience for thousands of guests.
“It’s about delivering extraordinary things that delight our customers every day,” says Lisa. “We aim not only to meet but exceed expectations.”
Lisa upskilled in Hilton-style hospitality management with instruction from the chain’s overseas experts, and its own university.
Hilton University offers team members the opportunity to advance their education with a choice of over 2,000 online courses, as well as compulsory courses tailored for every role.
“They provide the best training” says Lisa. “Whether you’re experienced or someone starting out.”
A vital key to first-class room service is immaculate housekeeping, and training for this critical role at the Hilton involves e-learning, written and practical assignments.
Team members need to meet the Hilton’s international brand service standards, every new member of the housekeeping team must successfully complete sixteen separate courses. These include conduct, privacy and information security policies and privacy awareness training, through to Hilton Worldwide bed bug training, Hilton Housekeeping brand service standards, business courtesies, and the special way to make up the famous Hilton hallmark – a pristine white pavlova of a bed.
“On top of that there is orientation which covers brand, our Hilton values, mission and vision,” says Lisa. “They also need to learn Hilton’s Blue Energy Service Skills and Make It Right programme which is all about effective problem solving if a customer has a concern.”
That’s not all. Lisa signed up four of the housekeeping team to ServiceIQ’s HotelIQ on-job programme to give each of them more know-how and an opportunity to gain recognition for their significant skill with a national qualification, the New Zealand Certificate in Accommodation with a strand in Housekeeping (Level 3).
“It’s fantastic,” says Lisa. “For housekeeping, it’s quite hard to get a national qualification and this way they can get even more skills so it’s perfect. It really gives our team a great feeling of confidence. It’s very motivating and the team feels appreciated.”
Another big drawcard is that the programme doesn’t cost the employer or employee anything when you have ServiceIQ accredited assessors in house.
“We did the training in a group which worked really well. I’d meet with the team to go through the requirements and they’d go away and complete the written part,” she says.
“The beauty of this particular HotelIQ programme is that it is very much housekeeping specific and we are always looking for ways to upskill our team because you can never stop learning,” says Lisa.
When it comes to making guests feel like VIPs, the Hilton Lake Taupo knows how to invest in training and recognise its people who deliver first-class service.
For more information, please contact ServiceIQ on 0800 863 693 or email intel@ServiceIQ.org.nz