Third, to ensure quality of housekeeping operations a spot checklist per room category was developed. Supervisors use the spot checklist for checking their room attendants’ performance. A so-called league table is reported monthly showing all room attendants and
Page 7 of 11
their scores from the spot checklist. It is subdivided in three sections: > 90% (green) - Well done!, between 85% and 90% (orange) - Good job, however there is room for improvement!, below 85% (red) - Oops, what happened this month? You need to work on achieving standards. We will help you with it!. In addition, the top three room attendants are rewarded with vouchers and can apply for the next position (self-checking Key Maid) if they perform above 90% in three consecutive months. A retraining programme is in place to support low performers.