Quality has become a tired word in many industries, used so frivolously that the meaning has been depleted.  In the resort industry, however, “quality” seems to have retained its vitality, perhaps because it remains well defined.  In resort housekeeping, we achieve “quality” when cleanliness and presentation meet or exceed expectation...consistently.

Since each clean specifically impacts an individual guest experience, quality is not an average; it must be consistent.  So, how can you be sure the villas cleaned by your newly trained recruit will always be as good as the ones cleaned by your most experienced, dedicated housekeeper?

Quality is not accidental.  While quality assurance begins by investing in good people and developing proven systems, consistent training defines the skills to perform well and a comprehensive QA inspection process constantly holds high the bar of expectation.

MasterCorp supervisors are trained to thoroughly inspect every room in every unit.  Then, the inspectors are inspected.  Unannounced quality assurance audits are routinely conducted by qualified inspectors, and weekly report cards are completed on every housekeeper and supervisor.

Even the most elaborate QA process is meaningless if it doesn’t result in improving the guest experience.  MasterCorp has developed an application that matches up guest satisfaction scores with the housekeeper and supervisor who cleaned the unit, which allows inconsistent performers to be identified and retrained or addressed and strong performers to be rewarded.