“Before, I would go into a room and make sure it was clean. Now I look for an opportunity to WOW my guest.”
That statement came from a housekeeper at the Four Seasons Hotel in Hong Kong.
If hotel managers could get all their housekeepers on the same wavelength, it would be the ultimate competitive advantage. Imagine coordinating your employees in a push for new opportunities for growth and profitability.
Your employees are your most important source of innovative ideas, because they know more about the nuts and bolts of your company than most senior leaders do. These maids are closer to the customer experience than a vice president or regional manager will ever be.
This is not just about housekeepers, though; this is about everyone in your organization.
Four Seasons Hotels created Bluewater to give its 35,000 employees the tools and opportunity to originate ideas, pilot them and refine the guest experience. This program involves everyone from the general manager to valet parking staff.