Challenges
for the Housekeeping department:
. Responsibility for the largest volume of area
within the hotel
. The largest department in the hotel
. Hard to retain employees
. Hard to motivate employees
Good
housekeeping Poor
Housekeeping
Customers feel comfortable Customers
feel uncomfortable
Customers are satisfied Customers
are unsatisfied
Praise and gratuities Complaints
and discounts
Customers return Customers
switch to other hotels
Good word of mouth Negative
word of mouth
Employees are satisfied Employees
are unhappy
Employees are retained Employees
leave
The importance of high standards of cleanliness to
the guest cannot be underestimated. We have discussed the issue of positive
first impressions -it is estimated that guests form impressions in seconds and
these impressions last.
. A guest that arrives at the hotel and enters
through a lobby where the ashtrays are full, the furniture in disarray and the
flowers wilting, will have formed negative impressions before they even
check-in
. Positive first impressions can be undermined when
guests arrive in a room that has not been adequately prepared or maintained.
Dirty restaurants can impair the most delicious meal experience
. The Housekeeping management aims to deliver high
standards in generally challenging conditions, working with limited resources
in a pressurized environment
SUMIT MANWAL