Importance of Maintenance and Security in Hilton Hotel

The present study evaluates the significance of maintenance and security departments in the hospitality industry. It focuses on the housekeeping department's role in customer satisfaction and experience, as well as scheduled or planned maintenance and repair work for better accommodation services. Additionally, it discusses the importance of security in Hilton hotel, including preventing crimes, health hazards, and pests, to create a safe and secure environment that maintains brand loyalty.

MANAGING ACCOMMODATION
SERVICES

Contents
INTRODUCTION.......................................................................................................................................................................................1
Structure diagrams for the key roles that are found within the housekeeping department......................................................................1
Importance of forecasting linen stocks....................................................................................................................................................1
Interrelationship between housekeeping and other departments.............................................................................................................2
Importance of scheduled maintenance and repair work..........................................................................................................................2
Importance of security in Hilton Hotel....................................................................................................................................................2
CONCLUSION............................................................................................................................................................................................3
REFERENCES............................................................................................................................................................................................4

INTRODUCTION
The hospitality industry has
wide range of department that depends
on the size and scope. All the
department are responsible for
providing excellent experience to the
guests and maintain the image of the
organisation. The present booklet aims
to identify the role of housekeeping
department in Hilton Hotel. The study
will evaluate the importance of
forecasting linen inventory and
illustrate the interrelationship of
housekeeping department with other
departments. Along with it, importance
of scheduled maintenance and repair
work will discuss to disruption to
guests and importance of security will
identify within the hospitality
organisation.
Structure diagrams for the key roles that are
found within the housekeeping department
House keeping department in
hospitality industry is an integral part
of consumer satisfaction and
experience. It is the department in
Hilton Hotel that is responsible for
maintaining and cleaning rooms and
public spaces (Importance of
Housekeeping in the Hospitality
Industry, 2019). The role of
housekeeping department starts from
the time when guest checks-in until
they checks-out. This department is
also known as operational department
where the staff of the department has
less direct contact with guests.
Figure 1 Housekeeping department
chart
(Source: Importance of Housekeeping
in the Hospitality Industry, 2019)
Role of Housekeeping Department
including maintaining and cleaning
The housekeeping department
takes the responsibilities of keeping the
hotel clean and comfortable. The staff
at various positions have different roles
and responsibilities.
Executive Housekeeper
The person at the position in the
Hilton Hotel is responsible for
supervising all the housekeeping
employees (Fouad, Hussein and Attia,
2016). The role of the executive
housekeeper is to supervise, organize
and coordinate the task of
housekeeping personnel on a day – to –
day basis. The role of the person is to
motivate the staff and keep their morale
high.
Deputy housekeeper/Assistant
Housekeeper
The assistant housekeeper is
responsible for taking care up to 50-60
rooms in the hotel (Muller, 2019).
Along with that, they are responsible
for assist the room attendants, arrange
he training of staff, and ensuring that
all the employees do their work
efficiently.
Floor housekeepers
The floor housekeepers are
assigned 3-4 floors in which they are
responsible for supervise and approves
the work of attendants and periodically
inspect the physical condition.
Public area supervisors
The staff at the position is
responsible for ensuring the cleanliness
of the public areas and ensures that all
the maintenance jobs are effectively
fulfilled in coordination with the
maintenance department.
Importance of forecasting linen stocks
A good housekeeping
department should engage a furnished
and well occupied space for performing
their operations. Inventory in the hotel
is of two types;
 Recycled inventories- This are
the inventories that can be
recycled and have limited useful
lives but the items can used
over and over again. For
example; linens, some kind of
machines, uniforms and
equipments.
 Non-recycled inventories- This
kind of inventories that are
consumed during the daily
routine operations of
housekeeping. For example;
guest supplies, small
equipments and cleaning
supplies
Linens are the most essential
recycled inventory item that is in under
responsibilities of executive
housekeepers (Nayak and et.al., 2015).
It is essential for the department to
forecast the linen stock effectively.
Forecasting can be done once a week.
Forecast= revenue/expenses. For
example; when the inventory level is
low of the linen, shortage occurs and if
the set is too high, it can be result a
high amount of cash resources get tied
up. It is essential for the executive
housekeeper to consider the laundry
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cycle, emergency situation and
replacement of the linen. On an average
the Hilton Hotel keep 3 1/2to 4 par of
the towels and linens on hand at given
time.
It is essential for the Housekeeping
executive to forecast the linen stock to
avoid any shortage of the inventory. By
keeping efficient control of the stock
made easier regarding the information
on stock level to readily available. The
Hilton hotel have their own laundry
facility that made the stocking more
important including; tablecloth,
napkins. Overstocking can lead to
waste and under-stocking can affect the
image of the hotel. The ideal level of
operating par stock for room linen is
five times the daily use. Other than that
non-recycled product also be stocked
by the hotel for maintain the level of
cleanliness (Richards and Grinsted,
2016). By regular supply of required
material all the operation will held on
time and that enhance room and other
revenue. It is important to provide
better service to guest, reduce the risk
of loss, increase goodwill and minimize
the workload.
Interrelationship between housekeeping
and other departments
No individual department in the
Hilton hotel can work in isolation. All
the departments need to coordinate
with the housekeeping department.
Front office- The
communication between
housekeeping and front office is
done in written form mainly.
For example; in terms of
occupancy report and
housekeeping room status
report. Occupancy report is
prepared by front desk agent
every night that lists the
occupied rooms that expected to
check out. The list take by the
executive housekeeper in the
morning and schedule the room
for cleaning and further
procedure. Housekeeping status
report is prepared by the
housekeeping department at the
end of the shift. The report
indicates the present
housekeeping status of every
room in the Hilton Hotel that
are cleaned
Food and Beverage- The
communication between food
and beverage and housekeeping
department to keep the rooms
and hallways clean from food
carts and trays (Nayak and
et.al., 2015). Also, cooperation
between both the areas is
required to coordinate the
distribution of the uniforms to
cooks. The coordination
between these two departments
is necessary in case of room
service.
Human resource- HR is
essential in providing effective
resource to the housekeeping
department. They are
responsible for hiring right
employee to fill the vacancy of
housekeeping department with
qualified skills.
Importance of scheduled maintenance
and repair work
Scheduled maintenance is the
preventive maintenance that is
implemented to a predetermined
number of operations regarding
repairing or replacing, interval of time,
etc. The actions are initiated at Hilton
Hotel on a formal work. The work is
coordinated by housekeeping and
engineering (Fouad, Hussein and Attia,
2016). The role of all the tasks under
maintenance and repairing in the
accommodation is done by the
maintenance department. They protect
the integrity of building through
maintenance of furniture, building,
equipments and fixtures, water and
sewage facilities, etc. The scheduled
maintenance and repair work refers to
planned action which is scheduled with
proper planning and strategy to prevent
from any breakdown.
Scheduled maintenance and
repair work is important to prevent
unexpected maintenance and other
repair issues in the industry (Muller,
2019). It helps into ensure the
availability of equipments and machine
for the repair work. Schedule
maintenance and repair work increase
the safety and security of the guests as
well as of the employees. It also
prevent form any failure in the
operation as all the resources and
equipments are effectively installed and
skills are established accordingly.
Importance of security in Hilton Hotel
Security is an important thing in
every organisation that should be
maintained. In Hilton hotel, a
department is assigned for looking up
on all the security measures that called
security department (Nayak and et.al.,
2015). Security is important as the
guest who come in the hotel arrive with
an understanding that the staying will
be both safe and secure during his
belonging. Al the same time, it is also
important to have proper security
system in place to protect guests, staff
and all the physical resources such as;
equipments, appliances, etc.
 It is important to prevent any
crime in the hotel such as
murder, any health hazards of
the guests from any outsiders,
pests, food contamination, hotel
staff, etc.
 The security department ensures
all the safety measures in the
hotel and they only active when
the situations called.
 It is important to create safe and
secure environment that
maintain the brand loyalty of
guests and maintain the
engagement of employees with
the organisation.
 Study shows that factor that
motivate choice of the hotel by
guests ranked security on the
third most essential factor in the
choice (Richards and Grinsted,
2016).
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CONCLUSION
From the present study it has
been evaluated that the maintenance
department plays a major role in the
hospitality industry regarding high
customer satisfaction and experience.
They are effectively coordinate with all
the functional department of the hotel
as their role makes it necessary.
Executive housekeeper is the controller
of all the sub area in the housekeeping
department. There are many kinds of
maintenance perform in the
organisation but the scheduled or
planned maintenance and repair work is
the most important for the better
accommodation services. Security
department of the hotel also plays a
major role in the safety and security of
the guests as well as of the employees.
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REFERENCES
Books and Journals
Fouad, M. A., Hussein, S. and Attia, A.Y., 2016. Housekeeping Performance and Guest Satisfaction in Resort Hotels. International
Journal of Heritage, Tourism, and Hospitality. 7(2).
Muller, M., 2019. Essentials of inventory management. HarperCollins Leadership.
Nayak, N. and et.al., 2015. Management perspective of employee turnover in the housekeeping department. International Journal of
Management and Social Sciences Research. 4(9). pp.4-7.
Richards, G. and Grinsted, S., 2016. The Logistics and Supply Chain Toolkit: Over 100 Tools and Guides for Supply Chain,
Transport, Warehousing and Inventory Management. Kogan Page Publishers.
Online
Importance of Housekeeping in the Hospitality Industry. 2019. [Online]. Available Through:<https://bizfluent.com/about-5553465-
importance-housekeeping-hotel-industry.html>.
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