Jonathan Weiss (known as Jono to his friends and family) is General Manager of Reckitt’s Global Business Solutions. On a global level, Weiss oversees Reckitt Pro Solutions, the professional B2B division within Reckitt which is the home of internationally trusted brands such as Dettol, Glen 20, Harpic, Mortein, Air Wick, and many more.
Hospitality asked Jono about the specific challenges facing hospitality businesses and how important it is to give their guests and customers an unforgettable experience.
Let’s start by discussing importance of hygiene in the hospitality sector and how important it is to give guests and customers a satisfying experience.
Sure thing. In the hospitality industry, it’s crucial to not just meet but also exceed customer and guests’ expectation and satisfaction levels, especially when it comes to hygiene.
A standard of “hygienically clean” is critically essential for hospitality businesses to keep their customers safe alongside providing them with a 5-star experience they expect as today, customers expect impeccable hygiene standards in hotels, restaurants and other hospitality establishments. Not giving enough attention to hygiene in hospitality businesses can lead to customers feeling dissatisfied, which leads to lower ratings, and this directly impacts a business’ profitability.
To further prove my point on how critical hygiene is, a research study reported 75 per cent of respondents wouldn’t visit a food outlet implicated in a hygiene incident until it changed ownership1.
Another example, 86 per cent of customers said that they would not return to an establishment if they experienced dirty dishes2. 80 per cent of people would leave a hotel if it didn’t meet their hygiene standards3.
This all points to the fact that it’s extremely important to uphold high hygiene standards in hospitality businesses, leading to satisfied customers and an enhanced customer loyalty towards the business.
At Reckitt Pro Solutions, our commitment to hospitality businesses is to provide them with effective, efficient and sustainable cleaning and hygiene solutions that result in exceptional cleaning and hygiene standards for their guests.
Can you tell me what role does industry research play in approaching these challenges?
We primarily pay close attention to two types of research: Industry Research and R&D-based research.
Industry research provides us with key information and insights about what our customers expect and the challenges that businesses encounter not only in hospitality but also in offices, janitorial-sanitation and the education sector. This gives us insight into what matters the most for our customers, from upholding hygiene standards and elevating guest experience, to maintaining cost efficiency whilst also keeping sustainability in mind.
For our R&D-based research, we combine fields as diverse as microbiology, behavioural science, sustainability, and organic chemistry with our own academic research to ensure that we have the most apt targeted hygiene approach that businesses can deploy to strengthen their business.
Via our extensive research, we develop commercial hygiene protocols for businesses with protocols focusing on using the right cleaning and hygiene solution, in the right place at the right time for maximum efficacy and effectiveness.
For example, we worked with Accor to deliver science-backed, targeted cleaning protocols for high-traffic and high-touch areas across their 394 properties in Asia. Moreover, prior to the Birmingham Commonwealth Games, 15 Reckitt scientists spent over 1,000 hours developing hygiene protocols for five million visitors, athletes, and officials.
Can you please tell us about a recent innovation that Reckitt Pro Solutions has developed keeping in mind insights on challenges faced by hospitality businesses when it comes to exceeding customer expectations?
Yes, absolutely. With research telling us that 86 per cent of customers consider not returning to an establishment after experiencing dirty dishes along with the most common reason for not returning to a restaurant being unclean dishware, and that 94 per cent of customers would never return to a restaurant with poor toilet hygiene, it’s clear that maintaining an impeccable hygiene standard in hospitality businesses is paramount to a business’ success.
To tackle these hospitality challenges, we have developed Quantum Professional, a professional dishwashing range specifically designed for HORECA/Hospitality businesses. From the makers of Finish, the #1 Dishwasher Brand in the world, Quantum Professional delivers professional results for 5-star service for your guests and customers.
Quantum Professional delivers superior performance versus competitors even in hard water conditions. It is also effective at removing five of the most common dishwasher stains and delivers unbeatable performance even in short cycles (less than five minutes).
In our range, Quantum Professional Liquid Detergent is ideally suited to hospitality kitchens, tackling the hardest dried-on food and drink stains. Quantum Glasswash Detergent brings additional shine, tackling cleaning issues like water spots or streaks on glasses, while Quantum Rinse Aid delivers better drying results and a shinier finish.
Furthermore, Quantum Professional Range also caters to sustainability concerns that hospitality businesses have. Quantum Professional Range has paper packaging with 75 per cent less plastic, it cleans dishes without the need to pre-rinse which results in saving energy and dozens of litres of water per load. Furthermore, unbeatable performance at short cycles also results in significant water savings.
We are very excited to launch our Quantum Professional Range and are looking forward to further elevating and strengthening hospitality businesses by providing them exceptional professional dishwashing that ultimately results in satisfied guests, high customer loyalty ultimately leading to enhanced business profitability.
Thanks so much for your time today, Jono and for sharing the above information with us.
Thanks for having me. It is my pleasure!
About Reckitt Pro Solutions
Reckitt Pro Solutions is manufacturer of some of the world’s most beloved and trusted brands, designed to meet commercial cleaning & hygiene needs of Offices, HORECA (Hotels, Restaurants, Cafes), Facilities Management Companies, Education Sector etc. Our effective, efficient & sustainable cleaning & hygiene solutions are tailored to help create stronger businesses. At Reckitt Pro Solutions, we are proud to be a diverse, global team united by a shared purpose: to protect, heal, and nurture in the pursuit of a cleaner, healthier world.
For more information, please visit https://au.reckittpros.com/
