THE ROLE OF HOUSEKEEPING DEPARTMENTS TOWARDS GUEST SATISFACTION
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1.0 Introduction
1.1 Background of the study
In the present scenario, the hotel industry has been in the limelight due to the tremendous spurt inGhana tourism industry and increasing economic prosperity.The Tourism Ministry of Ghana is working actively on the Incredible Ghana Campaign to enhance the tourism industry and give a boost to the hospitality sector.Today, the hospitality industry is among the fastest growing industries in Ghana. The Government of Ghana has approved many hotel projects, and among these, more than half are in luxury hotels segment (Ministry of Tourism, 2017). Therefore, there are tremendous opportunities in the future scenario of the Ghana hotel industry.
The success or uniqueness of any hotel in Ghana depends on the kind of services they render which are fully lies in the hand of all the department of the hotels.Singh et al (2017) said that the high rate of service standard and quality can only be attained through efficient and effective hotel operations that can outshine customers' expectations and finally increase firm profitability.
A hotel is a big unit in itself consisting of various departments, which run in collaboration and coordination with each other to make the guest stay comfortable. One of the major departments in a hotel is housekeeping.
Housekeeping is accountable for cleanliness, upkeep, décor, and maintenance of the entire hotel. A five star hotel in itself is a huge area comprising of a large number of rooms, vast public area including lobby, corridors,different cuisines, restaurants, health clubs, swimming pools, spa, etc. and vast back area as well including laundry, staff cafeteria, bunker, lockers, stores, administrative departments, different food production units, etc.
Managing the cleanliness, maintenance, upkeep, and décor of these areas is a challenge in itself. The hotel'shousekeeping department creates a home away from home. The primary endeavour is to provide clean, wellmaintained, comfortable rooms with warm surroundings that offer value for money.
Apart from hotels, housekeeping contractual services are in a lot of demand at corporate offices, airports, airlines, hospitals, banks, cruisers, and shopping arcades. Thus, contract housekeeping is also a profitable entrepreneurship business venture. A hotel endures on the room sales, food and beverage, and other supplementary services like gym, laundry, clubs, health spa, shopping arcades, sightseeing, etc. Thus, a vast portion of a hotel's revenue is derived from the sale of rooms because a room once made can be sold repeatedly.
However, there is acute loss of revenue if the rooms remain unsold. Thus, it becomes obvious that rooms are more perishable than even food. The guest experience in a hotel is highly modified by the effort being put in by thehousekeeping department. Thus, guest rooms are the fortitude of a hotel. The hotel may lose a customer as a potential guest if the decor is not appreciable, the air is not odour free, and furnishing and upholstery are not spotlessly clean. The department has to make rooms available as and when required on a timely basis for the guests. It also has to look after all the public areas of a hotel which at all the times have to look clean, tidy, fresh, and attractive. Thus, the overall reputation of a property is contributed by the efforts of the housekeeping department. It is a 24 hour and 365 days operation. The housekeeping department is the backbone of a hotel. It not only looks after the cleanliness of the whole hotel, but largely contributes towards many other activities in the hotel as well. Keeping an inventory and upkeep of all the accommodation and public areas is a challenge in itself which makes it as one of the crucial departments of a hotel.This work shall be carried out to study therole of housekeeping departments towards guest satisfaction.
Statement of the problem
Guest satisfaction is an ever evolving phenomenon for the hotel industry. The challenge is to keep the guests more than satisfied (Hussainet al., 2016). Guest satisfaction is a tool to achieve brand loyalty and repeat business.
Guest satisfaction has been formulated in different ways. The conceptualization of customer satisfaction that has obtained the widest agreement/acceptance is an evaluation of the affective responses/experiences following a cognitive expectancy disconfirmation process across prior expectation and perceived performance of a product/service and its attributes (Oliver, 2010). If a guest is happy and satisfied, the hotel is obvious to get repeat business. A satisfied guest will bring new guests to the hotel through word of mouth. One of the ways of ensuring that guests are satisfied is by ensuring that staffs responsible for the important department of a hostel know their role and at the same time carry out their responsibilities. One of such department is the housekeeping department. The housekeeping department is the backbone ofa hotel. It not only looks after the cleanliness of the whole hotel, but largely contributes towards many otheractivities in the hotel as well. Keeping an inventory and upkeep of all the accommodation and public areas is a challenge in itself which makes it as one of the crucial departments of a hotel. But when the role of a housekeeping department is neglected it becomes a problem to the hotel and their guests. This study shall be carried out to study therole of housekeeping departments towards guest satisfaction.
Aims and objectives of the study
The major aim of the study is to examine the role of housekeeping department towards guest satisfaction in the hotel.
The study shall fulfill the following objectives;
- To examine the role of hotel housekeeping department.
- To examine the impact of Housekeeping Staffs attributes on Guest Satisfaction.
- To examine the impact of housekeeping department on guest satisfaction in the hotel.
- To examine the relationship between housekeeping department and guest satisfaction in the hotel.
Significance of the study
The study shall bea means of enlightening the hotel managers on the importance of the housekeeping department towards guest satisfaction in the hotel.
This study shall also be of immense benefit to students and scholars who are interested in developing further studies on the subject matter.
Finally, it shall also serve as a means of improving the services of hotels in Ghana.
Research methodology
The research methodology adopted is a cross sectional survey design.Thisresearch design was considered adequate as it provided adeep insight to housekeeping quality services; it capturedattitudesandpatternsofbehaviorwithregardtoservicedeliveryandguestexpectations.Textbooks, magazines, newspapers, committee reports and journals shall also form part of the sources of the research.
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Conclusion
The findings of the study are expected to provide important new insights and implications to both academicians and hospitality practitioners across the globe. The hotel housekeeping department is considered as one of the mostcrucial business departments in the modern hotel industry. Understanding the indirect impact of housekeeping operations on revenue and overall performance of hotels would help hotels to give more attention towards intricate aspects related to the operations. The planning related to capital and operational investment in the department can be eased out. It would also help the hotel to focus on areas which are more convoluted and need attention. Further, it would help hospitality professionals in diverting from unnecessary expenses, which involve huge costs in comparison to the benefits. “Cleanliness is next to Godliness,” and the Govt. of Ghana has also taken a huge initiative in spreading the awareness. The present study will help the society to know the importance of one of the biggest departments of a hotel, that is, housekeeping. Travelers always look in for clean, germ free, and attractive surroundings. The role of housekeeping can never be undermined in the whole country. To promote tourism, the utmost requirement is to keep the nation clean.
References
Hussain, S., &Khanna, K. (2016). A study on recent trends for guest satisfaction in selected hotels of Ghana: Ghana Journal of Management, 9(8), 50 - 60.
Ministry of Tourism. (2017, March 1). Tourism - A figurative status. Quarterly Newsletter.
Singh et al (2017). The relationship between employee job satisfaction, perceived customer satisfaction, service quality, and profitability in luxury hotels in Kuala Lumpur.Prabandhan: Indian Journal of Management, 10(1), 26 - 39.
CHAPTER TWO: The chapter one of this work has been displayed above. The complete chapter two of ''the role of housekeeping departments towards guest satisfaction'' is also available. Order full work to download. Chapter two of ''the role of housekeeping departments towards guest satisfaction'' consists of the literature review. In this chapter all the related work on''the role of housekeeping departments towards guest satisfaction'' was reviewed.
CHAPTER THREE: The complete chapter three of ''the role of housekeeping departments towards guest satisfaction'' is available. Order full work to download. Chapter three of ''the role of housekeeping departments towards guest satisfaction'' detector consists of the methodology. In this chapter all the method used in carrying out this work was discussed.
CHAPTER FOUR: The complete chapter four of ''the role of housekeeping departments towards guest satisfaction'' is available. Order full work to download. Chapter four of ''the role of housekeeping departments towards guest satisfaction'' detector consists of all the test conducted during the work and the result gotten after the whole work
CHAPTER FIVE: The complete chapter five of ''the role of housekeeping departments towards guest satisfaction'' is available. Order full work to download. Chapter five of ''the role of housekeeping departments towards guest satisfaction'' detector consist of conclusion, recommendation and references.
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