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IT’SUGAR
New York
IT’SUGAR – New York
Advantage Cleaning helps M&M’s World New York, increase visitor happiness, by delivering our exceptional cleaning system “continuous cleaning improvement system”. In the short time span of 3 weeks, Advantage Cleaning helped, Madame Tussaud’s “visitor satisfaction ratings” from YY to XX by implementing our “continuous improvement system”, consisting of measuring specific customer feedback, weekly performance reviews, updates to our digital cleaning plan, team accountability, due diligence.
Visitor Rating
Visitor rating increased from XX to YY
40,000 sq.ft.
Daily cleaning of 100,000 sqft
7 days a week
Daily cleaning, weekly performance review.
ONE Cleaning Plan
All cleaners and quality inspectors work off the same digital cleaning plan
About
The management team of Madam Tussaud’s New York decided to contract with Advantage Cleaning LLC to elevate cleaning quality and achieve higher cleaning consistency, through a systematic cleaning process. Madame Tussaud’s New York is measuring visitor ratings on strategic locations to understand the impact of cleaning quality on visitor satisfaction and ratings.
Challenge
Madame Tussaud have implemented “rating” kiosks i strategic locations through out the facilities to measure the visitor experience, and provide guidance for improvement.
The diligent in-house cleaning team at Madame Tussaud’s New York, did not have a cleaning system, training, and continued improvement process needed to deliver the desired ratings from the visitors to the Madame Tussaud New York facilities.
Solution
Weekly quality control meeting and performance improvement plan. With the joint effort of the two teams, Advantage Cleaning addressed all the concerns and areas of cleaning quality improvement needed, through (1) detailed training of our cleaning professionals, (2) making the cleaning plan available digitally, to enforce the custom cleaning requirements.
Measuring customer feedback
Weekly performance review meeting of customer feedback and decision on corrective action
Update of the digital cleaning plan used by our cleaning team
Team training, accountability, due diligence, and reviews
Digital communication platform for easy and speedy communication with customer
Result
With the assistance of Advantage Cleaning, Madame Tussaud has reduced the internal cleaning team from 18 to 5, and reduced the management’s need to daily follow-up on cleaning quality from daily to a weekly performance review. The visitors “rating” has increased from XX to YY.
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