Setting Standards to manage Habits:
I have been on Airbnb
since 2007, but at the time I stated my business model was a full service
BnB establishment. I took a break and re-evaluated. In January this year
we decided to completely become an Airbnb self-catering establishment. It’s
been great. I am enjoying hospitality again. I have been following the
stories and anecdotes shared by other host. I am fascinated, entertained
but sometimes empathetic and saddened for those that have had bad experiences
with guest. So I thought I would share my observations and give insights on how
human habits can undermine your standards. What I now know is, while Airbnb
encourages you to have "house rules" these are not enough. You need
HOUSE RULES WITH STANDARDS. Our guests come to stay with their own habits and
standard of how they live their lives at home and the reality is they travel
with them too! I have seen my guests live up to my rules, no problem, but have
challenges when it comes to my standards because I was not explicit
enough. They want to please and I believe it’s up to the host to help them
succeed.
Case in point: My
first rule is: No Smoking. No standard was set with this rule. The first
time I had a guest who smoked he would go to our beautiful private garden or
sit on my front porch bench smoking. He was following the rule. After a few
days later there were cigarette butt all over the front yard and my
beautiful garden. We had a conversation about it. The cigarette
butts disappeared. After a few weeks later I found them in my compost and
sometime in empty water bottles in the kitchen garbage bin! I was
horrified. Guess what my rule is now: "No Smoking or Littering, All smoking
paraphernalia should be disposed of in the garbage receptacles in the
garage." I never had any problems after that and we lived happily ever
after for the duration of his stay. My guest truly tried to modify the
behaviors associated with his habits; I just needed to help him understand my
standards when it comes to smoking within our home environment. After
witnessing other habits from other guests, we have since revised our entire
House Manual -for now!!!
Another case in
point: The rule I set was - Please clean after yourself in all shared spaces -
this rule had various behavior consequences. One day I walk into my kitchen and
there is a hospitality wash cloth on the sink!! I asked the couple why it
was in the kitchen and the boyfriend said "oh I used it to wash the
dishes. I was horrified! I explained that we do not use hospitality towels for
dishes in the kitchen....! I had provided a cleaning sponge but it was not
enough so I added a scorer, a brush, a kitchen cloth. Then as i was doing
laundry I found grey marks on the beige and white hospitality towel and I knew
they had used the towels to clean the bathroom chrome as well. I learned that
providing the right tools for your guests to comply with your rules and
standards is also important as part of maintaining your standards and helping
them succeed in staying with you. Now we have a bright YELLOW towels for
cleaning bathroom and all other surfaces except the kitchen and bright RED
towels for the kitchen only. Out new rule reads as follow: "Housekeeping:
All guests receive clean, fresh linens upon their arrival. For guests with an
extended stay (week+) we will change your linens once a week in order to
conserve water. We have a housekeeper who comes in bi-weekly to maintain out
facility. However in the event of unexpected accidents we will clean, vacuum as
needed. As out guest you are like family, keep in mind that you are also
sharing common living space with other guests and we have a reasonable
expectation that you will clean after yourself in shared places i.e. kitchen,
bathrooms and living room. We have provided bright YELLOW towels for wiping
sinks, floors, bath tubs and any other surfaces in your bedroom. These towels
are not to be used for the kitchen. We have provided RED towels only to be used
in the kitchen but not on the kitchen floor. Your beige and white hospitality
towels are not to be used for any house cleaning at all other than for your
personal hygiene needs. Your cooperation is greatly appreciated"
@2014, DocNdoro - CEO/Proprietor: Mushaindoro Hospitality Services.
