Managing Operations in Hilton Hotel: Housekeeping Process

This article discusses the housekeeping process of Hilton Hotel, its performance objectives, contribution to company performance, shortcomings, and proposed strategies to deal with them. It also covers the description of the organization, analysis of the process, and required resources for successful implementation of proposed strategies.

MANAGING OPERATIONS
Managing Operations
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Abstract
Managing operations is not an easy task for the
business and need an appropriate understanding of
the project. Housekeeping has been identified as an
inevitable part of a business which proclaims
effective guest experience. Housekeeping of Hilton
Hotel has encountered various problems in terms of
light, cleaning, bath cleaning, etc. All such issues
have created a negative effect on the users which
further builds a negative image of famous hospitality
service providers. Communication, training with
recruitment and selection has assessed some relevant
strategy so that business can deal with such issues
and problems. Skilled workforce, internet, and
finance have supported the business to resolve issues
in an innovative manner.
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Table of Contents
Abstract..............................................................2
Introduction........................................................4
Discussion..........................................................4
Description of the organization......................4
Description of the process, its performance
objectives and contribution to company
performance....................................................5
Analysis of process........................................7
Summary of the shortcomings or problems
areas of Housekeeping...................................9
Proposed strategies to deal with shortcomings
and problems found in Housekeeping process
......................................................................11
Required resources for successful
implementation of proposed strategies.........13
Conclusion........................................................15
References...................................................17
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Introduction
Management of operations is an essential task for
managers so that business can accomplish targets
and objectives properly. Different operations and
processes are taking place in an organization so that
business can gain a competitive advantage (Chétrite,
et. al., 2019). This project is focused on the Hilton
Hotel, a famous hospitality service provider of UK.
The selected process of business on which project
lead to focus is housekeeping. This assessment will
be covering clear explanation about the process of
housekeeping in the Hilton Hotel. It will be going to
define performance objectives for the housekeeping
process with the contribution of such process on
Hilton performance. Shortcomings and problems will
be discussed which align with the housekeeping
process. Strategies will be articulated so that such
shortcomings and problems lead to minimizing
effectively with a clear evaluation of every single
resource utilize for such process.
Discussion
Description of the organization
Hilton Hotel is a famous and multinational brand
which provides full hospitality services to ultimate
users. Currently, Hilton is facilitating operations in
more than 85 countries of the world with more than
570 hotels and resorts properties. It was mainly
formed on 31st May 1919 with a clear vision of an
effective and high-quality service standard
(Www3.hilton.com, 2019). Hilton is a famous
flagship brand American multinational property with
various loyalty programs for guest. They provide
special discount and services like Wi-Fi, keyless
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entry, the mobile application for specific room
chosen facility. All these services mainly make
Hilton different from others which boost their sales
and frame as compared with their competitors. The
major properties of Hilton Hotel cover Conrad,
Canopy, and Hilton Grand Vacations, etc. Hilton is
actively facilitated brand image on social media and
launch the first live stream concert on YouTube in
2014. Hilton is on the world 8th ranking of leading
hotel groups in the world.
Description of the process, its performance
objectives and contribution to company
performance
Housekeeping is one of a great process assess in the
hospitality industry. Housekeeping process works for
better management of rooms so that the guest can get
a different feel and satisfaction (Ccohs.ca, 2019).
Housekeeping is really essential to maintain basic
hygiene so that guest becomes happy and revisit to
property. It is not just limited with the cleanliness of
rooms, but also manage floor, curtains, with the
proper execution of activities to minimize hazards.
This process is really essential in the hospitality
industry to make a guest happy. It signifies the
business aspect towards users and assists in
modifying the perception of every single user about
the hotel (Ccohs.ca, 2019). Hilton hotel has worked
on their housekeeping process most so that their user
can get better services. They trained their staff
personnel like how to greet user, open curtains when
they arrive at the room, ask for basic requirements,
and open the door and many more. Following are
some of the performance objectives which mainly
facilitate for the housekeeping process of Hilton
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hotel so that business can perform better and
different from others (Barclay, 2019):
 To provide good quality air for people with a
different disease like allergies weakened
immune systems.
 To reduce clutter from the rooms and clean
up an entire room to optimize the general
clean up area.
 To enhance cleanliness activities in the hotel
for maximizing guest experience
 To put things on the right place for making
rooms attractive
All these are objectives which indicate the
performance of the Housekeeping process. It is the
most important process after the front office desk.
The front office mainly deals with the guest basic
requirement but housekeeping promotes the entire
experience of the user. If these objectives lead to
accomplishing, then the business can easily facilitate
their position at a keen competitive environment.
These objectives have contributed to the
performance of a business.
Hilton Hotel has to undertake all these objectives in
the account so that they can enhance a good and
positive experience of the user. Hilton Hotel
housekeeping process cleans every single aspect of
room including curtains, bed sheet, and others on a
regular basis. This is helpful in contribute
performance of a company and enhances the
clientele base. The prepared goal of Hilton can be
achieved with the execution and achievement of all
these performance objectives of housekeeping. It
indicates Hilton quality and attributes towards users.
Hence, business needs to assess these factors
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properly so that they can easily ascertain competitive
position in a dynamic environment world.
Analysis of process
Housekeeping is assessed as a process of general
cleaning up of rooms. In the hotel industry, this
process is facilitated on a regular basis. It is essential
for hotels to manage their housekeeping activities so
that they can define their attribute and aspect towards
users (Simorangkir, et. al., 2019). The hotel industry
has put so many efforts in their housekeeping
process as they want to lead the market with efficient
practices. It is a backbone of hospitality service
companies so that they can maintain their user base
for a longer duration.
Hilton Hotel has mainly facilitated this process and
provides special training to associates so that they
can deal with guest with enthusiasm. Hilton hotel has
prepared some relevant objectives of housekeeping
so that all individual can work properly:
 To clean up the rooms within 1 hour after
leaving of guest
 To provide 10 fragrance of room sprays so
that guest can use it as per convenience
 To work on complaints of guest within 5
minutes of registration
Hilton has assessed the housekeeping process very
deeply and prepared such objectives so that the
process becomes more appropriate. Housekeeping
division of Hilton hotel is trying of various
components so that guest can mainly get effective
and efficient quality of services. It is helpful to
strengthen the brand image, create a positive and
attractive environment with a focus on the protection
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of users and employees. Hilton hotel needs to work
on different components of housekeeping so that
they can control deviations mainly arise in such
process:
 The first and essential aspect of work is a
fixture of light and cleaning it up on a
regular basis (Hands, 2019). Housekeeping
department needs to clean the light fixtures
on a regular basis so that it properly
maintains intensity in the rooms.
Inappropriate lightning creates a negative
image of the company towards users and
brand name as well.
 Another component of work is building and
floor maintenance. Housekeeping process
work is to clean the floor and surface with
perfection (Hands, 2019). Housekeeper
needs to clean every single strain on bed
sheets, curtains, etc. Walls of rooms need to
design with light colours with effective
utility services. With this, waste
management needs to get done properly by
disposing of it properly and effectively.
 Housekeeping division is required to work
on all tools and equipment’s (Hands, 2019).
Housekeeping process is required to check
all aspects and equipment’s in the rooms to
make the user experience good. Thus, it is
another essential work of housekeeping
department.
Hilton Hotel managers need to assess all these
components and aspects properly. These components
are helpful for housekeeping process so that they can
maximize the guest experience for a longer duration.
Hilton hotel managers are required to understand that
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housekeeping does not limit until cleaning, dusting,
and mopping. It also includes the distribution of
services properly, fulfils the demand of users, etc. It
is helpful to encourage brand image and support to
customer loyalty. Regular cleaning and dusting are
essential in the rooms to maintain basic hygiene of
all users. All such points are required to assess by the
manager of the Hilton Hotel.
Summary of the shortcomings or problems areas
of Housekeeping
Housekeeping is not an easy task for the hospitality
service providers. It is a quite tricky thing for the
managers as every user is different in their aspect,
value, observation, and expectation. Hence, it is hard
for hospitality service providers to manage
housekeeping services properly and effectively
(Yasa, 2019). Hilton Hotel has worked on their
housekeeping process most so that it remains
problem free. With such work, still many issues and
problems are identified in the housekeeping process
of Hilton Hotel. Some of the issues are listed as
follow on which Hilton Hotel need to work so that
they can manage user loyalty for a longer duration:
 One of a great issue with Hilton Hotel
housekeeping is broken lights and low
maintenance of the property. Housekeeping
process does not look upon on light facilities
in the room which assess due to the poor
communication process. Poor electrical and
appliances facility develop frustration in
guest and deter guest to return to hotel
(Europe, 2019).
 Damp patches are another issue which aligns
with the housekeeping department of Hilton
Hotel. Most of the time, the housekeeping
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department does not clean the rooms for
three to four days. Damp patches are surprise
for the guest of Hilton as they arise from any
part of the room (Europe, 2019). Thus, it is
another critical issue which mainly assesses
in Hilton hotel.
 Housekeeping work is not limited to the
cleaning of rooms but also look after on
bathrooms. Maximum times, housekeeping
team ignore the bathroom to get it cleaned .
Hair in the bath or on the floor develops the
negative attribute of guest towards the hotel
and its management(Europe, 2019). Every
room needs sufficient time to get clean
which include bath and flooring. Senior
management needs to check rooms on a
weekly basis to assess that all housekeeper
work as per standard.
 Whenever a guest arrives in the room, they
first of all look under the bed. It is a human
tendency to check that all aspects are
cleaned properly or not (Europe, 2019).
Thus, it is another crucial issue for the
housekeeping process as they ignore the
cleaning of rubbish under the bed.
All these are major issues highlighted in the Hilton
hotel housekeeping process. This needs proper
management and execution so that services become
effective and as per user expectations. These are the
signs that the Hilton hotel has an inappropriate
housekeeping team. This mainly develops negative
impact and review of a user in the Hilton Hotel.
These problems of housekeeping team are a result of
poor communication and flexibility provided by
senior management to the housekeeping team. It
directly affects the brand image of Hilton and their
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ability to generate profit. This also indicates
unprofessionalism of housekeeping team which
changes the perception of guest towards the hotel.
These issues need to minimize effectively and
properly so that Hilton can regain its brand image
and competitive position in a dynamic environment.
Hilton Hotel needs to align housekeeping teamwork
with performance objectives so that they can clearly
assess it. Moreover, training is must so that every
single individual performs the task properly.
Proposed strategies to deal with shortcomings
and problems found in Housekeeping process
One of the most important factors for which guest
mainly focus is cleanliness. It is helpful in the
hospitality business to build loyalty towards users
and maintain a positive environment as well with
high profitability (Jubaedah, et. al., 2017). Apart
from location, size and good brand image, guest
mainly focus on cleanliness first rather than others.
Housekeeping problems and shortcomings arise
when associates do not focus on factors and standard
of hotel. Hilton hotel has assessed some of the issues
encountered with the housekeeping process. These
shortcomings and problems lead to minimizing the
use of relevant and appropriate strategies. Following
are some of the strategies listed for housekeeping of
Hilton Hotel:
 The first and major strategy which signify by
Hospitality Net. Org is the development of
an operational perspective (Key Strategies
for Hotel Housekeeping, 2019). Every
individual need to focus and assess that they
are a part of a property. Hence, the primary
strategy is the development of responsibility
feeling in every single individual. The issue
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of light will be resolved with the undertaking
of such an aspect. Housekeepers need to
inform the front office department about
such issues so that they can provide the
appropriate funds to implement suitable
lights. Hence, the first and most important
strategy is communication and responsibility
distribution.
 Another core strategy is the recruitment and
selection process. It is essential for the HR
manager of hospitality service to work on
recruitment and selection process for
housekeeping. They need to define the role
of every single person and their job
responsibility as well. Recruitment needs to
take place wisely so that the individual can
work properly and guest experience
positivity (CleanLink, 2019). This strategy is
helpful to resolve the issue of dumb patches
and rubbish under the bed as the
housekeeping process become responsible to
clean such patches due to a clear description
of the role while recruitment and selection.
 Training and development strategy
contributes most to the business which
assists in enhancing profit and sales (Rani
Rinekasari, et. al., 2019). The housekeeping
department is a core operation or process in
the hospitality industry which need effective
training. An In-house training process is
required for the housekeepers so that, they
can become an inevitable part of a business.
Such training is helpful as in house leaders
clearly describe the business and its goals
rather than external training. Thus, it is
another essential strategy which contributes
to the overall improvement of the
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housekeeping process. This strategy is
helpful to resolve the issue associated with
the bath.
Hilton Hotel needs to work on all these strategies so
that they can control the issues and problems. Along
with this, the housekeeping process needs to
maintain professional standard and inventory control
art as well so that all operations can be directed
effectively which maximize overall guest
satisfaction. Strategies like communication,
recruitment, and selection with training and
development are helpful for Hilton to accomplish
performance objectives. It will be contributed to the
overall success and growth of the Hilton Hotel so
that business remains competitive in the desire
market world. Innovative thinking is also required to
improve cleanliness and minimize germs in the
rooms.
Required resources for successful implementation
of proposed strategies
Resources are a basic requirement which helps in the
successful implementation of the strategy. Strategy
belongs to the framework which enables in an
appropriate execution of business activities and
operations (Rani Rinekasari, et. al.,2019). It is really
essential to choose suitable resources for the
successful implementation of strategy so that
business can ascertain desire outcomes. The basic
aspects which involved in the successful
implementation of the strategy include:
 Alignment of task with the organization
 Planning
 Anticipation of resources
 Efficient process of communication
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 Monitoring
This process needs to undertake which clearly
implement the strategy properly. Resources are
needed to assess properly as they contribute most in
the successful execution of strategy. The proposed
strategy can be implemented in the context of Hilton
Hotel with use of define resources:
 Human resource: One of a basic
requirement to implement the strategy is a
human resource. Hilton hotel is facing such
issues due to lack of skilled personnel with
efficient staff individual. Hence, the first and
major resource which is required by the
Hilton refers to human resource. They are
the one which used to work properly and
communicate with one other for more clarity
in operations. Labour and workforce is a
major resource which resolves the maximum
problem with effective and efficient
communication to one other.
 Financial resources: Finance is assessed as
the backbone of every desire business
operation. Finance is helpful to execute a
wide range of activities properly so that
business can accomplish targets. It is helpful
to motivate people and allow innovation to
take place in business. Hilton Hotel has
found it another major resource to resolve
the problems assessed in the housekeeping
process. Recruitment and selection, training
and development need huge fund investment
so that all people get appropriate knowledge
with a selection of the right candidate for the
right job position. Hilton Hotel can lend
money from various other sources as well
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like bank, shares, etc. so that they can
manage their position at a competitive
environment.
 Internet: It is one of the most appropriate
and suitable aspects which allow the
business to assess new ways to deal with
problems. Internet resource is helpful for a
company to choose the best candidate for the
desired job position. With the help of the
internet, companies are recruiting employees
and select them via Skype calls. Hilton Hotel
has utilized this resource properly as well. It
is helpful for the management to assess
appropriate candidate with different job
portals, and provide appropriate training to
them with the relevant mode of
communication. Thus, it is another great
source which supports Hilton to facilitate
their strategy properly and become
successful hospitality service providers
around the world.
Conclusion
It has been determined from the report that the
housekeeping process plays a vital role in the
hospitality industry. Housekeeping has supported the
business to grow with the maintenance of rooms and
facilitate effective cleaning of rooms. The
performance objective of housekeeping has
supported team to move properly so that they can
render efficient services to the user. This process has
assessed as a key attribute so that business can get a
better return. Poor maintenance of rooms, lack of
focus on lighting facility, rubbish under the bed has
identified as some major and critical issues for the
hospitality industry. Suitable strategies like regular
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check-up by senior management has defined that
housekeeping can become effective. Moreover,
appropriate finance and source of communication
has evaluated some sources to implement strategy
properly to put work on track again.
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