One of the main pain points in housekeeping management is no-show personnel during hectic periods — during the periods you need them most. High room occupancy, multiple functions running simultaneously, back-to-back checkouts, heavy-duty cleaning. It happens in every type of property, small or large. In this episode we will review some of the types of absenteeism in housekeeping departments.
I remember working in a large property when one day we had planned a significant volume of cleaning activities. That morning, two male cleaners called in sick. At the time I was a bit naive and assumed it just happened — people get ill.
That same afternoon, I went to the luna park with my wife and children. I was waiting for my son to descend from one of those up-and-down boat rides that come splashing into an artificial lake. To my surprise, right after my son, another boat landed — with two young guys laughing, looking in great shape.
They were the two cleaners who had called in sick that morning. It was the first day of their two-day "sick leave" — which was, in reality, the first day of their unofficial vacation. Needless to say, the look on their faces when I greeted them — "Hello sickies, recovering well?" — was priceless. The very next day, both received a disciplinary notification. They came to work.
"Unbelieveable… and they called in sick today!"
The Types of Absenteeism
The Sneaky Absence. A one-off escape — an excursion, a break from daily work pressure. Opportunistic, calculated, and surprisingly common.
The Professional Absentee. This is the more damaging pattern. These are employees who may have a real health issue — a back problem, for example — but multiply it tenfold with the help of a cooperative doctor. Their approach is simple: during peak periods they work for a few days, then the health issue conveniently resurfaces and they disappear for a month — until the workload settles. They return fresh, while their colleagues worked an entire month with one day off to cover the absence.
The Vindictive Absence. A requested vacation day or day off gets denied. By coincidence, that exact day the employee calls in sick. The message is clear, even if nothing is said.
And the list goes on. I am not suggesting that every absence should be treated as deliberate. People do get ill. Life happens. But you must keep in mind that some employees will take advantage of procedures, of managerial tolerance, and of goodwill — and that is where the universal housekeeping problem begins: lack of personnel.
You struggle to build a department. You make the necessary hiring, invest in training, build the team — and just two months into a 90% occupancy period, the first deserters appear.
So What Is Your Backup Plan?
Budget your personnel with realistic buffers. Yes, budget limits exist — but so do the factors described above. When you schedule shifts, always build in contingency, especially during peak periods. Do not operate on the assumption that you need exactly this number of people and everything will run smoothly. It won't. Murphy's Law lives permanently in housekeeping departments.
I am sure many reading this episode can picture the scene: housekeeping floor supervisors cleaning rooms because of maid absences, housekeeping managers stepping up as floor supervisors or public area supervisors just to keep operations running. That should not be the norm — it should be the rare exception.
If employees repeatedly abuse the system and their reasons are not valid, act decisively. Fill the positions. Let the team understand clearly that performance and reliability are non-negotiable — and that they can and will be replaced if the pattern continues.
There is nothing more demoralising for a housekeeping manager than receiving a no-show call at 7:50 AM when the shift starts at 8:00. That two-minute warning is not a courtesy — it is a statement. And it deserves a firm, professional response.
And one final piece of advice: always consult your HR manager when dealing with absenteeism. They know the sick leave procedures, the legal framework, and the disciplinary ropes far better than most of us on the operational side. Use them — that is what they are there for.
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