Impact of COVID-19 on Housekeeping: A Case Study of Hilton Hotels

This report critically examines the impact of COVID-19 on the housekeeping departments within the hospitality industry, using Hilton Hotel as a focal point. The introduction sets the stage by highlighting the rapidly changing market and the need for businesses to adapt, particularly within the hospitality sector. The main body of the report delves into the specific effects of the pandemic on housekeeping, emphasizing changes in workflows, increased focus on safety measures, and the adoption of new marketing approaches. The report provides an overview of the hotel industry and the rationale behind the study, emphasizing the relevance of understanding market changes. The study's objectives include analyzing the pandemic's impact, assessing necessary changes in housekeeping departments, determining their importance in the hotel business, and managing hygiene impacts. The report further discusses the importance of housekeeping, its role in cleanliness, revenue generation, and guest satisfaction. The conclusion summarizes the key findings and implications of the study, providing insights into the future of housekeeping in a post-COVID-19 environment.

COVID-19 impact on
housekeeping

Table of Contents
INTRODUCTION ...............................................................................................................................3
MAIN BODY.......................................................................................................................................3
COVID-19 impact on housekeeping ..................................................................................................3
Rationale and objective of study .....................................................................................................5
CONCLUSION .................................................................................................................................16
REFERENCES...................................................................................................................................17
Books & Journal: ..........................................................................................................................17
Online References..............................................................................................................................19

INTRODUCTION
Market is changing at rapid scale and it is essential for enterprise to focus on different
aspects so that goals are accomplished. With changing period of time, it has become crucial to be
aware about the uncertain situations in market so that decisions are undertaking in correct way.
Main aim of this report is to critically understand the impact of COVID 19 on housekeeping. In this
contemporary business environment, it has become essential to adopt the effective strategies to deal
with these type of changing market situations. Hospitality industry has been also changed since its
establishment (Al-Wattar, 2019). With flexible changing needs of individual, it is necessary to
conduct market analysis so that it is easy to use effective tactics with proper consideration. Due to
enhance and use of resources at wider scale, it is critically necessary to assure that proper type of
decisions are decisions are taken. The hospitality industry is focused towards bringing and
providing of high quality of services to customers. Also, this is essential to conduct or carry out
proper type of research about market so that solutions to problem are adopted accordingly. Hilton
Hotel, a leading and large hotel franchises and is located in McLean, U.S. It has wide range of
hotels in all around the world, It also has many competitors such as Hyatt, Mariott, IHG, Holiday
Inn etc. This report consists effect of COVID 19 on housekeeping, background of the study,
introduction of industry, rational for study, objective of study.
MAIN BODY
COVID-19 impact on housekeeping
The corporate sector is broader and it consistss of wide range of businesses with different
fields. In hospitality sector, they aims at providing of different types of services to guests and
customers such as lodging, event planning, wedding planning, room booking services, etc. In year
2019, a diseases with uncertain situation arises that affected the overall business structure and
market at wider level. The occur of COVID 19 created a massive impact on hospitality sector
mostly within housekeeping department. It leads to overall change in working flow system of hotel
at larger scale. For example- Hilton Hotel housekeeping department has increased focus of their
roles like carrying out effective communication in order to provide safety measures to guest with
proper considerations (Bowie, 2018). With use of these tools and tactics, it is easy for firm to
execute their operations in appropriate way. Further, with use of correct measures and
implementation of decisions, it is easy to This is critically crucial for hotel industry to adopt most
relevant marketing approaches as it will help them in analysis of correct business situations. The
effect of pandemic situations has disrupted overall business field. Furthermore, this is analysed that

it is necessary to states about all types of goals and objectives which are to be achieved by hotel
industry so that tactics or models are applied accordingly.
Overview, introduction of hotel industry & background of study
Hilton Hotel is a international hotel which has wide range of hotel chains and is located in
U.S. The hotel was founded by Conrad Nicholson Hilton 101 years ago. It has large number of
chains and resorts that are located world wide. They too have many competitors like Hyatt, Mariott,
etc. The hotel industry focuses on providing of services as well as products to consumers, visitors,
guests who visits to hotel for personal, professional reasons. Hotel too has many different
subsidiaries such as Hilton Hotel and Resorts, Hilton Garden Inn, Double Tree etc. With increase of
competition in market, they expand their business expansion and marketing activities in many new
Asian countries like India, Dubai and many more. CORONA Virus was a threat to business and
every individual on earth. This is because it affected the way of doing business, economy of country
at larger level. The study reflects about how COVID 19 created a big change within business area.
The infrastructure of hotel also changes with time period and it leads to impacting on their overall
decision making at wider approach. The hotel sector play crucial role in development of a country
economy at larger level. They contributes within economy and country development at wider
approach. It is also examined that proper market and environmental analysis is needed in order to
achieve competitive benefits, The effect of pandemic situation has created a massive impact on
overall industrial sector. Department of housekeeping is main focus on study as how they are
affected by pandemic situation. Further, it is too change perception level of customers towards hotel
industry (Druss, 2020).
Hilton hotel has been a old organisation and provides products & services related to leisure
travellers or business travellers. The chosen hotel too provides Guest Loyalty Program in which
frequent customers can accumulate airlines, by staying with Hilton brand. Also, they provide loyalty
skills in which customers can get free night charge if they stay for longer period. In reference of this
hotel, they are responsible to shareholders, stakeholders and subordinates. With focusing on needs
and expectations of both customers as well as shareholders, they are able to reach to positive
output. Examples are Double tree by Hilton Hotel, Conrad Hotel & resorts, Hilton garden inn etc.
Rationale and objective of study
Main rationale of this study is to identify the impact of COVID 19 within hospitality and
housekeeping department. Main reason for selection of this topic is that it helps individual to be
aware about change market situations and analyse growth of hotel sector. Also, this topic helps in
accessing to changing sector of hotels with change of external and internal factors. Another

rationale of conducting this research is that it is an interesting as well as controversial topic.
Through proper understanding of this research it assist in increasing knowledge towards market &
business environment analysis. Also, there are some limitation of this research such as it is not easy
to examine total constraints, access to data is limited, conflicts in between the comparison of
different data of different hotels (Franco, 2019). With consideration of this research study, it is easy
to access to changing market situations and also increases the knowledge towards hospitality
industry. The chosen research is worth doing because it provides a brief knowledge & information
about the effect of CORONA on hospitality industry. Also, with undertaking of this research it is
easy to reach to wide range of information about changing market situation. It is too examined that
with use of proper knowledge and field experience, future development is easily accessed. This
research is beneficial for students and others as it assist in reaching to
Objective of study
 To analyse effect of pandemic situation within business & hospitality industry
 To access changes that are needed by housekeeping department to face pandemics
situations.
 To determine importance of housekeeping department within hotel business.
 To manage and maintain hygiene and non hygiene impacts on delivery of services.
According to (Gunawardena, 2020), it was reported that many hotels were also closed down
after the occur of pandemic situation. This is because customers base was becoming weak as due to
increase of death rate of people due to corona virus. This affected the roles, responsibilities of
housekeeping, financial, marketing and other department of hotel industry at larger level. The main
role of housekeeping department was to maintain cleanliness, aesthetic upkeep of rooms, public
area etc. In relation of selected hotel, they focuses on providing of effective services to their
customers so that problem or issue is not faced by any individual. The department of housekeeping
focuses on delivering of clean and efficient services to customers as well as guests. Manager of
Hilton hotel, makes assure that appropriate type of methods are used so that it is easy to deliver
good services to customers. The current changing of market situation is creating a major problem
for businesses and other field which is needed to be solved in correct way so that every individual is
easily able to reach to benefits. Furthermore, through use of resources in efficient manner problems
can be minimised in effective way (Haro, 2019).
There was a need of wide change in hospitality sector as because corona virus forces the
businesses area to change their way of doing business mostly forcing them to adopt digital
transformation. In this, competitive market it is essential to adopt digital technologies and platforms

so that business operations and functions are carried out in most efficient manner. Further, in
context of chosen hotel they aims at using various measures and providing safety to every guest or
consumer by checking body temperature, compulsory to wear mask for every individual in hotel,
etc. It is too analysed that importance of housekeeping department has been increased due to impact
of COVID 19 in market. Supervisors of housekeeping clears duties of every individual who
working n housekeeping department so that problem is not faced by any customers (Laurencin,
2020).
Importance of housekeeping department
Housekeeping is an important department of hotel industry especially responsible for
cleanliness, upkeep of the rooms, maintenance, public area, back area and surroundings. After
cleanliness and quality of rooms/ services, a hotel solely survives on the sale of room, food,
beverages and other minor amenities and services, for instance, health club, gymnasiums, etc.
Housekeeping department provides different types of services such as improve the
experience of customers, cleanlinesses of rooms areas etc. The range of services of various type are
required to be carried out in proper way. Services are to be delivered with so that it is easy to
provide better experience to guests. In relation of hospitality industry, manager of hotel ensure that
all roles as well as responsibilities are properly cleared. This is because it assist in accessing to
positive outcomes in better manner.
Another importance of this department is that they ensure the sale of rooms, use of amenities
so that revenue is easily generated. In this role, they are able to enhance and increase the
profitability as well as productivity of firm at higher level.
They ensure the good will of hotel by assuring proper cleanliness of all areas so that it is
easy to deliver good experience to guests and users in correct procedures.
When COVID-19 occurs, housekeeping department hiring process also get changed as it
was important to provide proper safety top health of customers or visitors who are visiting to hotel.
This is further analysed that recruitment and selection process of Hilton Hotel changes and remote
working was being provided top many employees of other departments. Probably, the presence of
COVID-19 will help us vindicate the Housekeeping Department in hotels because in this new
scenario it becomes essential for the guest to feel safe in his/her room, the only product of the hotel
they consider as theirs; the space they call “my room”, and which they sometimes modify to feel
more at home. It is critically necessary to states that customers mostly focus on high quality of
services and on basis of which they select their choice of hotel for accommodation (Lone, 2020).
This has been too examined that through adapting of proper market analysis as well as

research it is necessary for firm to be aware about customers mind focus so that it helps
organisation in accessing to appropriate type of major decisions. It is crucial for housekeeping
department to have regular checks on cleanliness of equipment and resources are that are daily
consumers as well as used by customers so that a positive relationship is being developed between
both the parties. Furthermore, Hilton Hotel is luxurious hotel and they ensure that a high level of
experience and satisfaction is provided to guests. A deep level of consumer insight data is being
used by chosen hotel which helps them in analysing and examining of proper change behaviour &
attitude of guests regarding accommodation services (Moreno, 2020).
Housekeeping department has been playing crucial role in development of hotel goals as
well as objectives. With help of this department, it is easy to increase the experience of customers
at larger scale. In hospitality sector, it is necessary to have relevant information regarding market so
that appropriate type of decisions are being made. Moreover, the hospitality sector has been affected
by pandemic situation at larger scale. In business, proper analysis of market is to be carried out so
that it is easy to make decisions in most efficient manner. Travel and tourism sector has been
impacted by this flexible market situation so it is critically necessary to take decisions in most
effective manner.
According to view point of Yan, 2021, roles & responsibilities of housekeeping department
are of several types. It is crucial to assure about them so that proper type of strategies are adopted.
Manager of selected hotel assures that everything is done in proper considerations.
Roles of housekeeping department
 To achieve maximum efficiency and in providing of smooth care to guests- In this role,
housekeepers main role is to enhance and increase the efficiency level of smoothness in
providing care to guests and customers. In context of Hilton Hotel, management of firm
make ensure that services of high quality are delivered to clients & guests. This is done by
them proper ensuring about the providing all amenities in room, cleanliness, in well
organised manner (Nam, 2020).
 To establish welcoming environment and ensure about reliable service from staff- This
is also to be viewed as crucial role in which main aim is to develop a welcoming
environment and assure that effective type of reliable services are delivered by staff. In
relation of selected hotel, they have a active staff who are always ready to provide a
welcoming a environment to new guests and services.
 To provide uniforms for all staff & maintain inventories for same- It is a role in which it
states about the providing uniform to al staff so that professionalism is being maintained.

Further, to manage/ maintain the inventory of into timely period. With consideration of
selected hotel, this is examined that housekeeping department make assure that staff are well
wear the uniform and are too well dressed.
 To provided linen- In this role, main aim is to provide linen to room, restaurants, banquet
hall, conference rooms, health clubs etc. Linen management need to be active regarding the
linen so that it is easy to reach to increasing satisfaction level of customer or guests. Linen
are needed to be provided with proper considerations so that hotel guests do not face any
kind of problem or issue. The manager of housekeeping department should be well aware of
maintaining appropriate inventory on basis of which it is easy to further restock linen items
easily and proper way.
 To deal with lost and found articles- Customers and guests often lost or leave their
personal items after checkout or during stay of hotel. So, it is important role of
housekeeping department in which they are responsible for accessing or searching of lost
items and make assure that they are returned back to their old owners. The staff of selected
hotel fulfil their role and keep records of every lost item.
 To ensure that safety and security regulations are made known to all staff of the
department- In this role, main work of housekeeping department is to ensure safety or
security of all the rules and regulations are properly maintained so that it is easy to carry out
activities with appropriate type of following all regulations. Every activity is required to be
executed by following all rules as well as regulations.
The housekeeping department play crucial role in managing and maintaining standard of
hotels. Hotel aims at delivering of appropriate type of services to guests, customers etc. It is also
seen that technology has been playing playing important role in development of functions as well as
operation of hotel departments. For example- Hilton Hotel is be large enterprise that uses advanced
technology system and security measures in order to access to vision and mission, set objectives
within time period. From above explained roles it is seen that these are to be fulfilled at appropriate
level so that positive benefits are accomplished (Maclean, 2018).
In this competitive market, it is stated that correct form of decision is needed to be carried
out so that technology and other techniques are being applied in correct way. In this increase of
higher competition market, it is seen that correct use of practices are necessary to be adopted.

From the above reflected picture, it states the occupation rates of hotel services is declining
in the year between 2019- 2020 (Panina,, 2018). Due to occur of COVID19, customers and guests
reduces their activities of travel as well as tourism at larger scale. This is important to be aware
about the market flexibility so that analysis is being made easily towards downfall of sale of hotel
services. Moreover, it is too stated that there are key findings which have been reported and are
mentioned as follows-
 2020 is being considered as worst year on record for hotel industry.
 55 % of employees have been laid off.
 Nearly around 3.8 million total jobs have been lost since the beginning of crisis.
This is analysed that with this massive impact of COVID19, it is not easy FOR Hilton Hotel
to execute their business activities in well organised way. Moreover, manager of hotel is focused
and hiring new employees with better employment opportunities. In year between 2019-2020,
marketers find it difficult to convince customers to purchase product. So, it is too analysed that
proper and wide level of analysis is needed to conducted so that decision making process is easily
carried out (Pankotay, 2019).
Adaption of Digital marketing and technology
With higher death rates of people due to COVID 19, many enterprise are aiming towards
development of business in more ethical and effective manner. Most of the business organisation
have adopted & focusing towards digital marketing. In present case, every entity is connected
Illustration 1: Hotel occupation rates

digitally with technology & applications. Going digital within business is not easy and which
require deep level of knowledge as well as expertise. In relation of selected brand, they are too
aiming and adapted digital marketing concept on the basis of which they are able to reach to
customers and deliver them services accordingly. For example- chosen hotel has improved and their
presence within social media and applications like Facebook, Instagram, You Tube and many more.
They also promote and advertise their brand through promoting brand name by posting posts on
Instagram, influencing marketing, personalization and many more (Radojevic, 2017).
The adoption of digital marketing is a time consuming process which require proper use of
ICT skill in order to achieve competitive benefits in this critical situation. Through accessing to
these skill, it is easy to use digital marketing tools. Moreover, digital marketing is cost expensive
process which can also disrupts the operations of hotel business. So, Hilton Hotel have practitioners
who advice them towards development of goals, vision, mission and objectives. Also, it is seen
that they aims at accessing to effective results. With increase of use of technology, hotel firm has
changed their way of doing business (Rather, 2017). Many of the business activities is being carried
out through use of internet and digital applications. This is too examined that appropriate kinds of
tools are required to be adopted by housekeeping department.
In given picture, it is states about most useful top social networks sites and apps that are
used hotel or business sector. Social sites and applications have wider impact on organisation
functions & operations. Through access to social media, Hilton has opportunity of accessing to
better opportunities. Further, this is criticality stated that digital trends within business sector are
Illustration 2: Digital trends

increasing at rapid scale. In this changing business environment, access and use of these social
applications are beneficial. From picture, it is reflected that Facebook is being viewed as most used
social application across the globe in (millions) (Reza, 2020). At second You tube is stated as most
used application in which Hilton Hotel promote and advertise their brand at higher scale.
The staff and employees of chosen hotel is well aware of using digital technology in well
effective manner. Furthermore, hotel manager and supervisor of housekeeping department ensure
that appropriate kind of social media applications are accessed so that it is convenient to focus on
providing of correct kind of information to everyone (Rezapouraghdam, 2018).
Adaption of digital technology leads to enhance of productivity as well as profitability. So,
it is critically important to focus on these emerging trends which are crucial to be adopted in
appropriate way. Emerging trends in hospitality industry and digital marketing industry has been
discussed below-
Video marketing is another significant trend of the year and experts predict that by 2021 IP
video traffic will be 82 percent of all consumer Internet traffic. There are all kinds of video
marketing strategies you could employ to keep ahead of the competition, including live video and
bumper ads. Video marketing is to be considered as most appropriate form of technique to promote
and advertise brand or product.
Social media usage keeps on growing, with Facebook leading the pack. But Statists
estimates that in 2019 there will be around 2.77 billion social network users around the globe. This
is tremendous marketing potential. This emerging trend is being at most priority level. The use of
social media is increased which improves their opportunities path for businesses.
Meta search is a hot trend too, and consider that Google Hotel Ads has the most qualified
traffic of all meta search providers. Meta search is essential to be known so that customers or users
are able to reach to relevant information of a product or a brand. Through access to meta search, it
is easy for both organisation and users to receive correct information (Shamsudin, 2019).
So, from explained paragraph it shows that it is necessary to use these components in proper
manner so that all goals are accomplished in appropriate way. Furthermore, in context of Hilton
Hotel, this is critically crucial to adopt these emerging trend with appropriate considerations so that
hotel is able to increase and enhance their brand goodwill at wider approach. Trends in business
sector changes on time basis. Thus, they are to be properly focused as they assist in enhancing of
brand effectiveness (Suárez‐Cebador, 2018).

With beginning of crisis of pandemic situation, it is determined that staffing ratio of hotels
have been fluctuating at higher level. The shows picture shows about staffing ratio of employees by
hotels priori to crisis and during COVID 19 -20. Select service hotel, full service hotel and resort
hotel has been affected at wide scale. This also affects the hotel effectiveness which direct impact
on their brand goodwill. In reference of selected hotel, HR manager firm has reduced their physical
activities of recruitment and selection and more focused on hiring through virtual tools or
techniques (Varik, 2017).
This has impacted at larger level of housekeeping department because most of employees
left the job due to fear of crisis. As in housekeeping department, subordinates aims at accessing to
work from home opportunities. But due to their roles, they have to be present in hotel for
completion of their duties. Furthermore, it is too analysed that correct type of users are crucial to be
adopted so that goals are accomplished (Vivel-Búa, 2019).
The effect of COVID 19 on business has lead to change in many business situations as well
as affected the overall operation and functions of entity. Hilton Hotel has been following many new
policies & procedures. It is duty of housekeeping department to enhance and increase level of
Illustration 3: Impact of COVID 19 ON HOTEL INDUSTRY