Customer Experience Important: This article is not about tipping etiquette. This is an observation of a very nice hotel that left a bad impression. So, hang in there with me. There’s a point at the end of the story. Here in the United States, we’re expected to tip people for good service. The standard gratuity […]
Important: This article is not about tipping etiquette. This is an observation of a very nice hotel that left a bad impression. So, hang in there with me. There’s a point at the end of the story.
Here in the United States, we’re expected to tip people for good service. The standard gratuity for a server at a restaurant is 15%. If the server does a great job, many times people tip 20%. At hotels, we tip the doorman who gets you a cab, the bellman who carries your bags to your room, and others who help you along the way. So, what about the housekeeping staff? These are the people that make your bed, clean your room, and make sure you have clean towels. And when do you do tip? At the beginning of the stay? At the end? Every Day?
Some have said that TIP means “To Insure Promptness (or Performance)” however my research indicates that this may be a myth.
Still, I usually tip the hotel’s housekeeping staff a few dollars a day. Recently I stayed at a nice hotel and was upgraded to a beautiful suite. On the nightstand, there was an envelope that had instructions on tipping the housekeeper. I first thought this was a bit presumptuous, but I went with it. I was staying for three nights so I put a twenty dollar bill in the envelope and wrote a note that said, “Thank you for taking care of me during my stay at your hotel. Shep H.” The next day I came back to the room and noticed that the envelope had been taken and there was a new, fresh white envelope, waiting for another tip. What was missing was a note that said, “Thank you.” At least something that indicated the housekeeper got and appreciated the tip.
At checkout, the front desk clerk asked me how my stay was. I told her great, but I did have one issue. She seemed surprised when I told her my story. Then she said that maybe the housekeeper only spoke Spanish and didn’t know English, which is why she didn’t write a note. Well, I’ve stayed in hotels that weren’t nearly as nice, and have almost always received some type of acknowledgment – even from housekeepers who didn’t speak English. A simple note, even in Spanish, with just the word “gracias” would have been appreciated.
There are several lessons that came out of this experience.
By the way, if you are interested in tipping your housekeeper the next time you take a trip, consider that, according to Michael Lynn, a professor at the Cornell University School of Hotel Administration, about 30% of U.S. hotel guests leave tips for hotel housekeepers. And according to Emily Post, the typical tip is one or two dollars per person, per night. A little more for the fancier hotels. Be sure to leave a note with the money to indicate it is for housekeeping – unless they provide the envelope.
Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information contact (314)692-2200 or www.hyken.com. For information on The Customer Focus™ customer service training programs go to http://www.thecustomerfocus.com. Follow on Twitter: @Hyken
(Copyright © MMXV, Shep Hyken)
Sign up for instant access to Shep’s research report on customer service and customer experience.
"*" indicates required fields
© 2023 Shepard Presentations, LLC. All Rights Reserved.
Legal Information | Sitemap | Site by: digitalONDA
Legal Information | Sitemap Legap
Site by: digitalONDA