Research

Transforming hotel housekeeping with innovations for wellbeing of housekeeping employees

Leading Hotel Transformation Master student Ines Schneider collaborated with Hotelschool The Hague researcher Klaas Koerten on the development of the Duvetlifter, a robotic-based assistant for housekeeping designed in collaboration with TU Delft. Ines’ thesis “The impact of the Duvetlifter, a bed-making tool, on the wellbeing of Housekeeping employees” explores the potential of Duvetlifter to contribute to the increased wellbeing of housekeepers.

Housekeeping is often one of the most overlooked aspects of the hospitality industry, despite being crucial to a positive guest experience. The cleanliness and upkeep of hotel rooms and public areas contribute significantly to customer satisfaction and the reputation of any hotel. It’s interesting then, that it remains one of the least researched and least appreciated aspects of hospitality. Housekeeping is physically demanding, often suffers from staff shortages, and is usually a low-priority area for technological innovation.

Research on hospitality technology usually emphasises the front-facing areas of service robots and digital automation for guest interactions. The development of tools and innovations to improve working conditions for housekeeping staff is largely ignored. However, small advances in this field could have a profound impact on the productivity and wellbeing of housekeeping employees. A good example is the Duvetlifter, a machine designed to assist in one of the most physically demanding tasks in housekeeping: making beds.

In an exciting collaborative project between Hotelschool The Hague master student Ines Schneider and robotics researcher Klaas Koerten, the Duvetlifter was enhanced as an innovative tool to aid humans, not replace them. Interestingly, this solution doesn’t involve robots at all. In fact, in its current design, the Duvetlifter contains no electronics at all.

The forgotten labour behind the hospitality experience

The physically demanding nature of housekeeping is often underestimated. Tasks like lifting heavy bedding, repetitive cleaning motions, and the constant rush to meet tight deadlines take a toll on housekeeping staff. It’s not only physical but it’s also mental, with stress and anxiety being common among housekeeping staff.

As Ines points out, “Housekeepers are overworked and often overlooked. Studies have shown that half of all housekeepers take painkillers, and one in three take anti-depressants.” This grim reality is what inspired Ines to focus her Master’s research on the wellbeing of housekeeping employees, specifically through the development and testing of a practical solution to relieve some of their physical strain.

Why not use robots?

While robots are often hailed as the future of service industries, including hospitality, their implementation in housekeeping is challenging. Robots can certainly perform tasks like vacuuming but making a bed - especially in a fast-paced environment - remains beyond the capabilities of current robotics. Handling textiles, with all their creases and folds, is a highly dexterous task that robots struggle to manage.

Klaas Koerten, Researcher Hospitality Robotics at Hotelschool The Hague, has spent over three years studying the application of robots in hospitality. “My definition of a robot is a physical agent that can execute tasks autonomously, often programmed for a range of functions,” Koerten explains. “However, making a bed, with all its nuances, is another level entirely. That’s where simpler machines, like the Duvetlifter, come in. They don’t replace the human touch, but they can provide valuable assistance.” The Duvetlifter is not a robot but more a technical assistant designed to relieve the strain of making beds, one of the most physically taxing tasks in housekeeping. It helps by lifting the duvet, allowing the housekeeper to easily fit the duvet cover without having to shake or lift the heavy material repeatedly. The device, built from a frame that suspends the duvet, aims to reduce shoulder and back strain—two of the most common complaints among housekeeping staff.

Development and testing

The Duvetlifter prototype initially came from Marilise Berrens, a student at TU Delft, who built a basic version of the tool. Ines, intrigued by its potential, took this rudimentary prototype and worked to improve it during her research project. Together with her stepfather, who contributed significant technical know-how and DIY skills, she developed a more advanced version of the Duvetlifter.

“I’m not a very technical person,” Ines admitted, “but my stepdad helped me a lot. We brainstormed together and tested different designs. The prototype was made of plastic tubes and was very heavy, so we added wheels to make it more mobile, allowing it to be easily moved from room to room.” The Duvetlifter uses clamps to lift the corners of the duvet and duvet cover, allowing the housekeeper to fit the cover with minimal physical exertion. However, there is still some physical involvement in the process. “This is not a robot that takes over the task entirely,” Ines explained. “It’s a tool designed to assist. Normally, housekeepers have to shake the entire duvet to fit the cover, which is what causes stress on their back and shoulders.”

While testing the tool in a real hotel setting, at Hyatt Regency Amsterdam, Ines found that the Duvetlifter did improve the quality of bed-making (the covers fit more precisely), but there was still a learning curve for the housekeepers. It took them longer to make beds while they were adjusting to the new tool, and this additional time increased their stress during their work shifts. “At the hotel I tested in, housekeepers had 45 minutes to clean an entire room. The industry average is even less—about 30 minutes per room,” Ines said. “So, introducing a new tool that slowed them down added to their stress.”

Stress, pain, anxiety and wellbeing in housekeeping

Ines’ research didn’t just focus on alleviating physical pain but also looked at the broader issue of mental health among housekeepers. The repetitive and time-pressured nature of the work, combined with high physical demands, often leads to stress and anxiety. “The prolonged stress of housekeeping work can cause anxiety,” Ines observed. During the testing phase of the Duvetlifter, Ines noticed that the tool had the potential to reduce physical pain, but because it took more time than traditional bed-making methods, it added to the stress of workers who were already struggling to meet deadlines. "If the housekeepers don’t have time to practice and become proficient with the tool, it becomes counterproductive in a fast-paced work environment," she said.

This observation highlights a critical point: for innovations like the Duvetlifter to be successful, they need to be accompanied by changes in operational practices, such as allowing workers more time or integrating wellbeing policies into the housekeeping workflow.

In an interview with Stefan Müller, Executive Housekeeper of the Hyatt Regency Amsterdam where Duvetlifter was tested he explained that high occupancy rate (around 92%), flexible check-in policies, and specific guest requests (such as extra beds) are major stress factors for housekeeping employees. He praised the precision in bed-making after using Duvetlifter and its potential to reduce physical pain, particularly in handling heavy duvets. However, he pointed out several issues, including the time-consuming operation, lack of portability, and the tool's intimidating presence in rooms, which doesn't align with the discretion expected in housekeeping duties. While he recognised the potential for use in hotels and other industries such as hospitals, cruise ships, and showrooms, improvements are still needed for Duvetlifter to be more practical.

The potential of the Duvetlifter: Hospitals show interest

Interestingly, the Duvetlifter has also attracted the attention of hospitals, where bed-making is equally labour-intensive and critical for maintaining hygiene and patient comfort. Hospitals face similar staffing issues and high physical demands on their employees, making them a promising market for such innovations. While the current prototype of the Duvetlifter shows potential, both Ines and Klaas agree that more research and real-time testing are needed. The device could become an essential tool not just for hotels but also for healthcare institutions looking to alleviate the physical strain on their staff.

The development of the Duvetlifter represents a broader question in hospitality: how can small, practical innovations improve the working conditions and wellbeing of employees? While the hospitality industry often focuses on guest-facing technologies, such as robots or apps, tools like the Duvetlifter show that simple mechanical innovations can have a significant impact on the lives of those who work behind the scenes. As Klaas noted, “Research in hospitality is often hypothetical, asking people to imagine using new technology. In this case, thanks to curiosity and willingness to look at the technical aspects we had the rare opportunity to test the Duvetlifter in a real hotel setting, and that hands-on approach is what makes it so valuable.”

As Ines prepares to graduate and take her research and experiences into her future career in hospitality, she hopes her work will inspire hotel managers and decision-makers to pay more attention to the wellbeing of housekeeping staff.

“We talk a lot about sustainability in hospitality, but we should also consider the working conditions of employees. If we want to create a truly sustainable industry, we need to take care of the people who make it all possible.”

Ines Schneider

The Duvetlifter is a step in the right direction, but it’s just one part of a larger conversation about improving working conditions in hospitality. Whether through practical innovations or changes in organisational behaviour, ensuring the health and wellbeing of housekeeping staff should be a priority for the industry moving forward.

If you are an industry partner interested in collaborating with Hotelschool The Hague students on these innovative research projects, please contact the Research Centre via research[@]hotelschool.nl

About Klaas Koerten

Originally from Haarlem, The Netherlands, Klaas Koerten graduated from Delft University of Technology, specialising in human-machine interactions to design control interfaces that optimise both human and automated systems. Alongside his interest in architecture and industrial design, Klaas applies his expertise to the field of hospitality robotics.

Since 2021, as a researcher at Hotelschool The Hague, Klaas has been bridging the gap between robotics and hospitality, exploring solutions to enhance hotel efficiency, job satisfaction, and guest experiences. In November 2024, Klaas began his Professional Doctorate at Hotelschool The Hague, focusing on improving housekeeping jobs, particularly bed-making tasks. His industry partners include Accor Hotels and RoboHouse.

Transforming hotel housekeeping with innovations for wellbeing of housekeeping employees

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