Smart Restrooms, Happier Guests: The Cleanliness KPI You’re Missing

Overview:

In this must-watch episode of Live with Sondra, Gatemaster CEO Sondra Shannon sat down with Sara Muntner of Essity Professional Hygiene to unpack a surprisingly powerful driver of guest satisfaction: restroom cleanliness.

5 Insights from This Live

Restroom cleanliness directly impacts guest behavior and revenue. Guests are less likely to dine or shop near unclean facilities—clean restrooms are essential for positive impressions.
Smart hygiene systems save time and money. Using data to monitor supply levels can cut restroom check-ins by up to 91%, freeing up staff to focus on more meaningful tasks.
Turnover in the cleaning industry is high—200% annually. Implementing digital tools helps reduce onboarding time and improve employee clarity and retention.
Guest reviews and social media influence traffic patterns. Word spreads fast about poorly maintained restrooms—investing in hygiene can prevent negative PR.
Technology empowers teams. Giving frontline workers real-time visibility and clear responsibilities boosts morale and operational effectiveness.

5 Notable Quotes:

“What if the simplest way to improve guest satisfaction and revenue wasn’t a new ride but a cleaner restroom?”
– Sondra Shannon
“You can expect a 91% reduction in the time checking dispensers because there’s no need to go in and open them one by one and check them”
– Sara Muntner
“Being able to have those clean restrooms and the confidence that they’re being cleaned and that your hygiene needs are going to be met just allows you to be able to step into the magic.”
– Sara Muntner
“So the way you take care of your guests in your restrooms really does carry over to how you think that the hygiene in the park as a whole is happening.” – Sara Muntner 5. “The reason most employees quit… it’s actually that they don’t have clarity on what they should be doing.”
– Sondra Shannon

Essity’s Approach:

Essity Professional Hygiene is setting new standards with products like Tork Vision Cleaning, which leverages real-time data to ensure restrooms remain fully stocked and efficiently maintained. Sara Muntner explained how these solutions not only improve guest satisfaction but also help attractions plan better for seasonal usage and budget forecasting.

Sara’s Preferences and Technology:

Sara, a self-proclaimed hygiene tech advocate, shared how her work often puts her “in the restroom”—literally. From gender-neutral bathroom concerns to soap and towel usage analytics, Sara believes smart technology is no longer optional but essential in high traffic attractions. Her insights reflect a blend of guest empathy and operational intelligence.

Sondra’s Perspective:

Sondra, drawing from her own background operating family entertainment centers, candidly discussed how restroom cleanliness (or lack thereof) shaped her views as both an operator and a guest. She emphasized the need for clear KPIs for staff and tools that improve not only cleanliness but also team empowerment and culture.

Improving Guest Experience:

Poor restroom experiences can overshadow an otherwise amazing day. From skipping food purchases to avoiding entire zones of a park, guests notice hygiene—and they talk about it online. Clean, well-equipped restrooms help maintain the “magic” of a visit and directly influence food, beverage, and retail sales.

Creating Memories and a Guest-Centric Culture:

When guests feel confident in the cleanliness of their environment, they’re more likely to relax, explore, and create lasting memories. At its core, this session was a reminder that operational details—like restroom management—are deeply connected to the guest journey. In addition, employees receive clarity and confidence which creates culture in return.

Gatemaster’s Guests’ Appreciation and Value:

Gatemaster’s Live with Sondra sessions are designed to bring real value to attraction professionals. Through candid conversations and practical strategies, we help our partners learn, adapt, and grow. The audience’s feedback and participation during this session showed just how vital hygiene is to the future of guest service.