Home › blog › 2024 › December › 6th › appreciating hidden housekeepers
Appreciating hidden housekeepers
6th of December 2024 Article by Lynn Webster
Lynn Webster in the UK on an event focusing on those who work behind the scenes in hotels.
The hospitality industry celebrated International Housekeeping Week; an annual event focusing on the appreciation of housekeepers and room attendants. These roles often remain hidden in a hotel environment yet proffer the biggest impact on revenue and deliver that human touch to the guest experience. Everyone staying will use the bedroom and bathroom but not necessarily the other hotel facilities.
As the introduction of technology and use of AI reduce personal contact, these roles are becoming even more significant. With tech such as virtual assistants, smart room and automated concierge services streamlining operations, the personal touch has never been more appreciated. Housekeeping is not just about the cleanliness but providing special, memorable experiences - through observation and conversation.
According to chairman of UKHA for Yorkshire Lisa Williams: “It’s about making each stay more comfortable and welcoming, regardless of a guest’s background,” she said.
We reflected on how such appreciation is recognised. The thank-you note, a token left on the pillow as thoughtful feedback. The subject of rewards, gratuities and ‘tips’ can be an emotive one as many rely on them to supplement their pay.
While tipping hotel housekeeping is not expected - and their wages don’t include projected tips as with restaurant staff - they work hard and are normally at the bottom of the pay scale for the challenging work they do.
The generally accepted custom in the UK not to tip housekeeping, specifically in hotels. I regularly would tip on holiday but perhaps I am less likely to on business trips of only one or two nights’ stay. Most people in this country don’t tip and there is no expectation that you should.
But now the law is changing. In an overhaul of tips and gratuity practices, a new law being introduced this year will make it illegal for employers to withhold tips from workers. It is unlikely the receiving of gratuities will cease but the mechanics, control and administration of the system will add seriously onerous extra time and costs for hospitality businesses.
From October 1 the Employment (Allocation of Tips) Act 2023 required employers to ensure workers receive the full tip from a customer. This issue was first consulted on in 2016 after media highlighted malpractice and unfair distribution of tips. While cash tips are already protected by law but less commonplace, this new legislation will go further to cover card payments in our increasingly cashless society.
In broad terms, employers must pass on tips to workers without any deductions. While cash tips were always protected this new legislation will ensure the full amount of cashless receipts are also passed on to the staff. No longer will this be used to support business and employers in their cashflow: it will all go to the employees.
There will be a statutory code of practice to demonstrate fairness and transparency. Employers will need to have a written policy on tips and record how they manage them. According to government estimates the new rules will allow more than two million workers to keep a total of £200 million a year in tips. So, it has certainly raised the profile of housekeeping gratuities to the forefront, and not before time.
RSS