Innovating Hotel Housekeeping

Joel Moore, vice president of hotel operations at Thunder Valley Casino and Resort in Lincoln, California, has been in the hospitality industry for 47 years — and much of his approach to hospitality was molded by his time working for Steve Wynn at the Mirage and Wynn resorts in Las Vegas and Macau, China. 

“Every five to six years, we’re renovating and making it new and fresh — I think that’s what the industry has to do,” he says. 

One trend impacting work at Thunder Valley, a gaming and entertainment facility in addition to the hotel, is related to the supply chain. Whether it’s out-of-stock or low-inventory products, or remodeling jobs being delayed by stretched-thin contractors, the destabilization of the supply chain during COVID is still being felt. 

“There’s such demand for contractors on so many different jobs, it sometimes delays our timelines,” Moore says. “Rooms are our most perishable asset, and when rooms are not occupied, we are losing dollars.” 

Cutting Edge Efficiencies 

No matter what job or procedure needs to get done, hospitality execs are looking to create efficiencies at every turn. 

“Everyone is looking to keep margins the way they are and keep the level of cleanliness the same, so we’re always looking at those advantages with new products and solutions,” Moore says. 

For example, his team was able to save both time and money by replacing a concrete floor with terrazzo and buffing and restoring the finish with diamond pads. With new and innovative machines and technologies constantly being introduced to the market, Moore is hoping automation and robotics can create efficiencies and fill labor gaps — particularly with general area floor and carpet cleaning. 

“I think everyone’s looking to automation because the labor market is tough and we can’t always find people to fill some positions,” he says. 

The labor market is a big area of focus for Moore. He belongs to the American Chamber of Commerce Talent Pipeline Management project — a group that helps identify critical jobs in the industry and partners with educators to ensure students are aware of career opportunities. It’s important to work with groups like this, he says, because housekeeping is a critical job, and with Baby Boomers retiring and the general lack of interest in hospitality jobs, the industry needs to be proactive. 

“We have to get young people interested in the hospitality business again, otherwise it’s going to be very, very difficult to survive,” Moore says. 

A focus on service, cleanliness and attentiveness to guests in the resort, as well as gaming and entertainment space, has helped Thunder Valley continue to evolve and find success. 

“In this industry, you have to keep yourself fresh, keep yourself innovative and keep moving,” Moore says. “That’s how you stay a leader.”