Revealing the key challenges facing hospitality businesses, according to our research.
At Miele Professional, we are continually striving to better understand the needs and challenges our customers face regarding their laundry and cleaning requirements. As a result, we partnered with The Caterer to conduct research aimed at identifying the specific needs and challenges encountered by professionals across various sectors, including bed and breakfasts, cafes, hotels, leisure facilities, and more.
Analysing the results, we uncovered significant insights into three key areas, highlighting the industry's main priorities and barriers when it comes to their laundry and cleaning services.
Sustainability
In line with the UK government’s ambition to achieve carbon neutrality by 2050, organisations are under increasing pressure to adopt more sustainable practices and reduce their environmental impact. Consumers too, are also expecting eco-friendly practices from the businesses they choose to support.
Results from our survey show that this message has been understood, with 89% of respondents stating that sustainability is important in their organisation’s mission and values. However, upholding these commitments isn’t straightforward, with 50% of respondents stating that they don’t currently have, nor do they require, an on-premise laundry facility. The lack of on-site facilities limits businesses oversight and control over the sustainability of their external laundry processes, and with respondents reporting that their organisations have an average of 18 sites or outlets, this could further amplify the impact of these challenges.
For businesses interested in an on-premise laundry, sustainability plays a key role in the decision-making process:
65% of respondents say that energy-efficient machines are a sustainable practice that their customers expect from an on-premise laundry service
84% of respondents say that reducing emissions and carbon footprint is an important consideration when thinking about having an on-premise laundry
88% of respondents say that sustainability is an important factor in the decision-making process when selecting an on-premise laundry provider
On-premise laundries offer numerous sustainable benefits, including reduced transportation emissions, lower energy consumption, and minimised costs associated with outsourcing laundry services. Even the smallest details, such as selecting energy-efficient machines and eco-friendly detergents, contribute to these advantages.
Hygiene
In hospitality, delivering an exceptional customer experience is always a top priority and now, laundry and cleaning services play a crucial role in achieving that goal. Since the pandemic, hygiene has become a top concern for many, with 92% of respondents in our survey agreeing that guests are now more focused on cleanliness than ever before. 92% also believe that having control over the cleanliness of laundry directly impacts the overall customer experience.
For businesses committed to upholding the highest hygiene standards, it’s crucial to ensure that laundry machines are equipped with the right programmes to effectively eliminate any pathogens. When laundry services are outsourced, businesses may lose some control over these vital processes. If an outbreak were to occur, having hygienically cleaned laundry is essential to protect the health and safety of residents and maintain the business's reputation. So, if businesses want to guarantee a clean and safe environment for their guests, they should carefully consider how they manage their laundry services.
Quality
The quality of a customer’s visit plays a significant role in their overall experience. At a hotel, guests expect dazzling white bed linens and soft, fluffy towels. In a restaurant, they anticipate pristinely laundered and perfectly ironed tablecloths. It's these small details that make a big difference and keep guests returning. Our survey has shown that on-premise laundries are essential for maintaining such high standards. For example, 93% of respondents say protecting their reputation is an important consideration when thinking about having an on-premise laundry, and 85% of respondents agree that on-premise laundries help (or would help) maintain their standards.
With this in mind, quality must also be considered when selecting an on-premise laundry provider, with 93% of respondents agreeing.
What does this mean for the future of hospitality?
Commenting on these findings and their implications for the future of the industry, Samantha Dent, Marketing Manager of Miele Professional GB & IE, says: “The future of hospitality will be shaped by businesses' ability to integrate sustainable practices, ensure impeccable hygiene, and consistently deliver high-quality experiences. However, our research shows that businesses are struggling to navigate these areas, but meeting these expectations doesn’t have to be difficult. Partnering with a quality provider that can offer comprehensive solutions and expertise simplifies the process, allowing businesses to better focus on their core offerings. By understanding and addressing these key areas, we can better support our customers and help them thrive in an increasingly competitive and changing market.”
To discover more about our solutions for the hospitality industry, please visit: https://www.miele.co.uk/p/hospitality-3613.htm
Survey methodology: The survey was conducted by Miele Professional in partnership with trade publication The Caterer in 2024 using an online survey. The survey was conducted among 259 individuals who work in hospitality sectors such as bed and breakfasts, coffee shops/cafes, hotels, leisure, patisseries, pubs/bars, and events.
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