Hotel Service Quality and Guest Satisfaction

This assignment analyzes the crucial role of service quality in the hospitality industry. It emphasizes the impact of word-of-mouth marketing and highlights the need for proactive measures to ensure guest satisfaction. The study delves into the significance of a collaborative work culture across departments, with special attention to the housekeeping department's insights and contributions to maintaining high service standards.

Managing accommodation services

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
(Covered in PPT)........................................................................................................................1
TASK 2............................................................................................................................................1
1. Role of House keeping department ........................................................................................1
2. Importance of forecast line stock ..........................................................................................2
3. Interrelation between housekeeping and other department ....................................................3
4. Importance of scheduling maintenance ..................................................................................4
5. Importance of security in Hotel industry ...............................................................................4
CONCLUSION................................................................................................................................5
REFERENCES................................................................................................................................6

INTRODUCTION
Accommodation service comprises the activities that gives home like experience even
far from home. Present study will articulate the different kind of accommodation facilities, their
scope, kind of ownership along with their advantage and disadvantages. Discussion of grading
system also will be given in report. Study helps in develop the understating grading system and
facilities attached with them. Significance of schedule maintenance, Role of front office help go
to insight to hotel various actives. Lastly role and responsibility of house keeping department and
its relation with other department provide brief about all their interrelated activities. Hotel Hilton
is one of the leading private hotel chain which is headquartered in UK. Hotel found on May 31,
1919.
TASK 1
(Covered in PPT)
TASK 2
1. Role of House keeping department
 House keeping activity are generally related to maintain the lavish and home experience
in hotel. Hotel Hilton housing keeping staff make efforts to create welcoming
atmosphere, comfort, safety, hygiene, decoration and supply of essentials like towels,
shampoo, fresh bed-sheets and clean stencils.
 Clint receive respect and maintained courteous from house keeping depend.
 Staff ensure Laundry for hotel linen, guest cloths, staff uniform (Nayak and et al., 2015).
 Guest can inform for lost article to housekeeping people, they announce and make
necessary effort to find lost article. They check guest background because they access
belongings like jewellery, cash, card kept in room.
 Outside area of hotel is arranged by these people like parking, contryward, sweeping up
wastage and empty the waste bins etc.
 Communicate safety and security compliance to both guest and other personnel.
 Maintain inventory of essentials and give information to finance department so they can
allot budget and money regard it (Singh and Amandeep, 2017).
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 Housekeeping manager give training suggestion to HR on the basis of Clint requirement
and service requirements.
 They brought change in service as per the suggestion and recommendation given by
marketing team.
 House keeping team work directly also to guest so they know guest expectation, choice
and preference, accordingly they give information to other department.
 Develop and maintain healthy relation among all the functional unit.
2. Importance of forecast line stock
Forecast is the process of identification of future need on the basis of previous data. Hotel
Hilton also uses its previous sale report and inventory record to know flow of guest. Forecast
stock requirement is integral part of supply chain management. Following are the advantage of
forecasting for hotel:
Acquire stock on time- prediction helps in make stock order to supplier on time. Timely order
has two advantage like purchase supplies on reasonable price and avoid operating cost of
inventory management. Hotel Hilton uses RFID in its logistic and supply.
Resources Utilisation
Based information like current inventory quantity, expected orders and availability of raw
material help manager to schedule activities and resources utilisation (Yang, Pan and Ballot,
2015). For instance managers find high guest flow in New Year, they will hire more ad- hoc
staff.
High customer satisfaction
Optimum inventory level enable Hotel to fulfil on time demand of customer and
reasonable price for product. Like hotel can is able to complete all the meal order in New Year
Eve as they already maintain inventory level. Also, advance supply order minimise the urgent
cost order, so that guest will not have to bear cost burden.
Better logistic arrangements
Hotel Hilton has huge business network and manager has to opt most feasible and
suitable distribution and logistic for service. Like manager can make transportation arrangement
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in advance for future supplies (Fredendall and Hill, 2016). Here, Hotel Hilton RFID helps in
monitor the real time movement in order which reduce the chances of corruption, inferior quality
raw etc.
3. Interrelation between housekeeping and other department
Housekeeping department has to keep co-ordination with all the department as its nature of work
demands. Relation with other functional units are given below-
House keeping and Front office
 House keeping manager render Room occupancy detail to front office.
 Front office and housekeeping personnel work together when there is special requirement
occur and customer demand something extra.
 Both department collectively decides the status of room like under repair, occupied, out
of order (OOO) and vacant (Grobelna and Tokarz-Kocik, 2017). There co-ordination
minimise the waiting period and booking cancelling issues of guest.
House keeping and ENGINEERING DEPARTMENT
◦ Engineering department help housekeeping in maintain the equipment, electrical
gates, fitting and fixtures, Boiler work, Electrical work and Mechanical work.
◦ Housekeeping authority generate the maintenance slip which they have to show to
their respective manager as what activities they have done.
Housekeeping and Hr department
◦ Hr manager design training and development session for them to use the latest
technology, decoration methods and stargates to impress clients.
◦ Housekeeping people render information to Hr manager about their learning
requirement like Hilton HR manager designed training whenever new technology
comes in hotel industry and to remove skill incompetency (Singh and Amandeep,
2017).
4. Importance of scheduling maintenance
Schedule maintenance also known as preventive maintenance in which manager
periodically monitor, inspect and practice continuous maintenance for some equipment,
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machines and process. Like health check of Electrical items, Fixtures and fittings and Plumbed
items. Advantage to adopt continuous correction approach in hotel are as follows:
 Maintain life log health of equipment.
 It helps in minimise the operating cost as instrument required maintenance every time
which also prevent the huge and costly breakdown (Masa’deh and et al., 2017).
 Reliability of equipment can be insure repairing is done by highly skilled people.
Electronic gazette like geyser, heater, electric kettle can even threat to life when there is
technical problem occur but Hotel Hilton make check list for technicians to look upon
each and every dimension of instrument.
 Proactive actions lower the chances of major shut down.
5. Importance of security in Hotel industry
Nowadays Hotel pay its serious attention to security of guest as hotels sale, profitability
and growth majorly depends upon goodwill, reputation, and trust for customer. Any kind of
controversy not only damage its reputation even hotels has to pay heavy legal compensation in
case failure in safety of guest and employees both. Hotel installs all latest security technology in
hotel as it never compromise in it. Following are the significance of security arrangement in
hotel-
To minimize loss of resources and property- Fire system, anti theft alarms and fencing
of premise reduce the chances of damage to hotel property.
Enhance guest trust- Hotel Hilton possess almost all the relevant and necessary physical
safety and financial security in hotel render sense of trust and fearless environment to Clint.
Safety come first to customer when they choose their stay destination as nobody can enjoy any
service in feared environment (Yang, Pan and Ballot, 2015)
To handle emergencies- Smoke detectors, Security Cameras and surveillance system
enable staff to fight with all kind of uncertainties as staff also get training for these situations and
hotel arranged all required measure to deal with that.
To maintain the integrity of staff- security set up snot only help in main made disaster,
even they help in monitor the staff and guest activities. Like Hilton has camera which gives real
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time and centralized sharing of visual. All the department can watch any suspect function and
take prompt actions (Fredendall and Hill, 2016).
CONCLUSION
From the above study it can be concluded that hotel industry has to put more focus on its
service because its growth and profitability depend upon word of mouth marketing. Corrective
action always render more advantage than reactive action. Also, hotel should practice continuous
and individual learning culture in it. All functional unit like marketing, production, Hr, engineer
should have work collectively because hotel service has to render so many complimentary
service. Housekeeping department keep close eyes on various hotel activities as they are working
on real ground so higher authorizes should consider their opinion, suggestion and
recommendation in order to maintain quality service which also provide maximum guest
satisfaction.
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REFERENCES
Books and Journals
Fredendall, L. D. and Hill, E., 2016. Basics of supply chain management. CRC Press.
Grobelna, A. and Tokarz-Kocik, A., 2017. RELATIONSHIPS BETWEEN JOB
CHARACTERISTICS AND ORGANIZATIONAL COMMITMENT: THE EXAMPLE
OF HOTEL HOUSEKEEPING EMPLOYEES. Economic and Social Development: Book
of Proceedings. pp.491-500.
Masa’deh, R.E and et al., 2017. The impact of employee’s perception of implementing green
supply chain management on hotel’s economic and operational performance. Journal of
Hospitality and Tourism Technology. 8(3). pp.395-416.
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.
Singh, D. and Amandeep, M., 2017. Motives of Selecting Housekeeping Department as Career-A
Study of Selected Hotel in North India.
Singh, D. and Amandeep, M., 2017. Motives of Selecting Housekeeping Department as Career-A
Study of Selected Hotel in North India.
Thomas-Francois, K and et al., 2017. Strengthening farmers–hotel supply chain relationships: A
service management approach. Tourism Planning & Development. 14(2). pp.198-219.
Yang, Y., Pan, S. and Ballot, E., 2015. A model to take advantage of Physical Internet for vendor
inventory management. IFAC-PapersOnLine. 48(3). pp.1990-1995.
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