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Linen Flow, Reimagined: How Hotels Move More With Fewer Hands


Woman in uniform using a tablet in a hallway with linen carts labeled "CLEAN" and "SOILED." Floor arrows and a route guide visible.
Augmenting staff with automation helps manage the increasing workload on staff while allowing them to focus on high touch value added tasks that grow guest satisfaction.

Hotels head into 2025 with demand stabilizing—but staffing still trails 2019 in most states. That makes back-of-house material movement (linens, amenities, banquet replenishment) a C-suite lever for service quality and labor relief. The AHLA 2025 outlook says employment will rise yet remain below 2019 levels—so every hour you free up matters: https://www.ahla.com/news/new-report-staffing-growth-enhanced-services-remain-key-hotel-success-2025


The playbook: standardize, orchestrate, and measure

  • Standardize routes and separate flows (clean vs. soiled), then link tasks to your PMS so dispatch happens predictably around arrivals and events.

  • Start with two high-volume lanes—linen restock and amenity delivery—so housekeeping and guest services can stop “hunting” and start executing to schedule.

  • Instrument every run and publish a simple weekly dashboard (delivery time, minutes saved, near-misses).


Quick KPI set:• Average delivery time • Housekeeping minutes saved per shift • Near-miss incidents • % on-time linen restock by floor


Protect people while you scale

Housekeeping injuries often stem from awkward postures and heavy push/pull forces. Put ergonomics first: lighter carts, “no-carry” distance targets, balanced zone assignments, and clear hallway rules. Helpful guidance:


Robot with light band moves through carpeted hotel hallway, lit by warm wall lights. Elevator doors are nearby with sign reading "OUT WOURS."
Secure transport can be safe and routine for guests and staff alike.

Automation where it counts (and how to do it right)

Service robots can handle predictable amenity runs if you integrate elevator control and quiet-hours policies. Acceptance rises when robots reduce waits and augment staff, not replace them. Useful research:


What to do this month

  1. Map peak flows for linens and amenities; define fixed routes and “no-carry” targets per floor.

  2. Connect dispatch to PMS events (arrivals, VIPs) so runs happen on schedule—not ad hoc.

  3. Pilot a single automated or semi-automated lane (amenities at night; or linen restock between 10:00–11:00).

  4. Publish the dashboard weekly and use it to guide staffing and route tweaks.


Sources

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