Trends and Opportunities in Housekeeping and COVID-19 Impact

This report delves into the dynamic landscape of housekeeping within the hospitality industry, exploring current trends and future opportunities. It begins by defining housekeeping's pivotal role in maintaining cleanliness, hygiene, and guest satisfaction, emphasizing its importance as a core function of hotels. The report then examines key trends such as the adoption of eco-friendly practices and the integration of technology, including advanced software and IT solutions. Furthermore, it analyzes the impact of COVID-19 on housekeeping operations, including the implementation of new safety protocols and the need for operational adjustments to ensure both staff and guest safety. The research aims to analyze the trends and opportunities in housekeeping and the impact of COVID-19 on the housekeeping department. The report uses literature review to support its findings. The study provides valuable insights for hospitality professionals and students seeking to understand the evolving challenges and opportunities in housekeeping.

Trends and opportunities

Title: Trends and Opportunities in the housekeeping
INTRODUCTION
The term housekeeping is refers to the cleanliness but it includes as a broad
importance in hospitality industry. As it is also play a significant role in maintaining
cleanliness and hygiene within the hotel so that guests can get positive experience. In relation
to this, hotel housekeeping is one of the important and backbone among all the departments,
In this, housekeeping department performs a detailed work in hotel areas in which it focus on
providing clean, comfortable environment for hotel guests to enjoy. In addition to this,
housekeeping operations are also increasingly becoming a major part of hotel that ensure the
cleanliness, safeguarding and aesthetic entreat of the hotel. As per current and competitive
scenario, maintaining hotel is very tough and at the same time satisfying its guest is even
more tougher. This is the reason the department of housekeeping is important because it
focus on preparing clean guestrooms as per timely basis but as per current environment,
enormous changes have been also made in hospitality industry. As new trends and technology
is provide strengthen to hotel day to day operational activities. This department is also
responsible for bringing in the latest share of profits and revenue to the hospitality sector.
Apart from this, COVID-19 is also a biggest issue that faced by the entire world as it also
affect the hospitality industry. Under this pandemic situation, many hotels are already closed
that hits pause on numerous cash outflows. This is the reason that housekeeping department
takes care of guest and also maintain cleanliness at the time of providing services.
Rationale of Research
The main purpose of undertaking this research is to explore the trends and
opportunities within the housekeeping and at the same time also determine the impact of
COVID-19 over the housekeeping department of hotel. This study provide vast information
towards the specified area that help investigator to enhance its skills and knowledge. With the
assistance of this, researcher can easily make proper decision and also improve the
possibilities of attaining positive outcomes. Along with this, current investigation is also
assist in determining current trends and opportunities that help hospitality industry to improve
their performance at market place.
Research aim
“To analyse the trends and opportunities in the housekeeping and impact of COVID-
19 on housekeeping.” A study on London Hilton hotel.

Research objectives
• To examine the role of housekeeping within hospitality sector.
• To determine the trends and opportunities in the housekeeping.
• To identify the impact of COVID-19 on housekeeping within the hospitality
industry.
Research questions
• What is the role of housekeeping within hospitality sector?
• What are the different trends and opportunities in the housekeeping?
• What is the impact of COVID-19 on housekeeping within the hospitality industry?
LITERATURE REVIEW
This section play a significant role in undertaking research activities as it help in
gathering detailed and in-depth evaluation towards the specified topic and area. Mainly, it is a
survey that is related with the scholarly knowledge on a particular topic. It also used to
determine the gap that present in the research. Along with this, it also includes various
sources such as books, journals, articles, newspapers, online materials and many more. All
these are effective and also based on previous evaluation. As it also provide comprehensive
overview about the research topic that contributes in improving the possibilities of attaining
valid and reliable results at the end of the investigation. Furthermore, it also includes the
detailed information on the basis of research questions to effectively address the issue present
in the research.
Role of housekeeping within hospitality sector
According to…., Housekeeping is a division in the hospitality industry that ensures
hygiene, hygiene and a perfect environment in every sector except the kitchen. Housekeeping
is also regarded as the cornerstone of the hotel business. The hotel company is up to the
guest. A regular guest is conscious of the difference between a positive and a negative hotel.
In a world of global competition, the customer would prefer an accommodation in which they
stays safe. Guests like more than just wine and dine. Housekeeping is the department within
the hospitality industry that could be responsible for getting the guest back to the apartment
again and again. The hotel's housekeeping manager maintains the cleanliness, security and
aesthetic attractiveness of all rooms and public areas. The housekeeping department not only

renovates (needs to prepare and maintains guest rooms clean) in a reasonable time, but also
cleans and maintains everything in the hotel such that the property is as new and beautiful as
the day it opened for business to the company. The commitment that housecleaning creates to
give a guest a comfortable room has a direct effect on the guest's satisfaction at the hotel.
There are three more workers employed in the housekeeping staff compared to any other
hotel department.
Sales of rooms represent a minimum of 50% of these sales. As a result, the bulk of the
hotel's profitability comes from room sales, since a room when made can be sold over and
again. The progress needed by the housekeeping staff to give the customer a comfortable
room has a significant impact on the customer's satisfaction at the hotel. The guest rooms are
at the centre of the hotel. The housekeeping manager not just to provides clean guest rooms
in good time for visitors to arrive, and also maintains or preserves everything in the property
so that the building is as new and appealing as the day it started operating. Housekeeping is
therefore an ancillary division that adds a great deal to the overall credibility of a company.
Apart from hotels, professional housekeeping services are very much in competition in
hospitals, on cruise liners, in offices and more. Because most of these organisations tend to
outsource these tasks, contractual housework is becoming more and more common around
the world. Apart from this, there are some major role of housekeeping department within the
hospitality industry:
• To reach the best possible productivity in maintaining the support and treatment of
the visitors and the smooth operation of the organization.
• To build a warm environment and to ensure courteous, efficient service from all
the workers of the department.
• To make sure high levels of cleanliness and routine upkeep in all areas for which
the agency is responsible.
• To make coordination among renovation and refurnishing within the hotel along
with proper management of staff members and with interior designers rooms.
Different trends and opportunities in the housekeeping
According to….., The hospitality industry is a service-oriented industry whereby
guest satisfaction and loyalty are uncompromising. It is also very critical that high standards
of safety, safety, hygiene and sanitation are preserved to ensure the total customer

satisfaction. The housekeeping is important to the success of the hotel, because it not only
improves each aspect of the hotel's face, but is also the highest revenue producer. With
advances in technology and innovation, the image of housekeeping has evolved and is no
longer be considered a back-of-the-house hotel agency. The housekeeping division was
assumed to be accountable for ensuring basic cleanliness and management of the premises,
and much less focus was put on research – documents, technology, professional development
related to the latest developments in the field of housecleaning. Over the last few years, and
while a great deal of attention has been paid to creativity, creativity, training, the use of latest
knowledge and tools and software in the household sector. In this regard, there are some
different trends and opportunities that consist in the housekeeping in today’s modern world:
Go Green: Going green is considered as a new trend and housekeepers are using eco-friendly
facilities, irrigation and energy-saving goods. Gradually concentrating on tourism
development and environmental policies, there is far more to be ecologically sustainable than
the re-use of bath towels. For an example, the hotel's energy storage system involves
analysing data from large energy-intensive equipment such as compact fluorescent and
overhead motion detectors used in conference rooms, meeting rooms and public spaces to
minimize the energy consumption.
Technology savvy housekeeping: Many hotels invest heavily in information technology (IT)
technology and networking that deploys the latest technological advancements in their
operations. Technological innovations such as Wi-Fi (Wireless Fidelity), Radio Frequency
Recognition, GPS (Global Positioning System), VOIP (Internet Protocol Voice), Portable
Networking Devices and WLAN (Wireless Local Area Networks) are advancing quickly. It
has really increased the adoption of items such as air conditioners, wireless curtains, 8-10-
inch mattresses for maximum sleep experience, large thread count linen, fluffy pillows,
shower cubicle and bathtub combinations, personalized amenities, bath salts, aromatherapy
and flavouring items. Many forms of software with robust housekeeping software are
currently being used in hotels. With the aid of technology, the client's role in the delivery of
services has been enhanced.
Outsourcing of services: Housekeeping is an employment department, but most restaurant
chains see restructuring as an efficient business model. Outsourcing is the perfect solution for
many various tasks, since it is massively expensive and is a strong business technique to meet
the requirements of customer's specifications. It also aims to limit manufacturing problems

such as filling in the gaps due to reduction of personnel, unavailability of required staff and
skilled manpower. However, the retention of workers in the hotel industry is a major
challenge due to a lengthy work schedule, less pay, physically challenging jobs, an increased
atmosphere as well as an unpleasant working environment. Usually, people say that house
cleaning is an incredibly hard work, which results in a lower morale among workers. The
household sector also must concentrate on formulating and implementing complex
recruitment strategy to minimize the turnover of employees. In this case, educating and
empowering workers is a crucial method for strengthening new staff.
Housecleaning is about more than just maintaining cleanliness it is also about keeping
that the hotel is maintained regularly by implementing creative policies and developments in
housekeeping. Therefore, in order to remain ahead of the curve, unique and innovative
innovations must be applied and integrated into the housework of hotels.
Impact of COVID-19 on housekeeping within the hospitality industry
According to…, As a consequence of the Covid-19 pandemic, the global economy
became shut down almost immediately. The hospitality industry was faced with an
unparalleled threat by the pandemic. Strategies to flatten the COVID-19 curve, such as
community lock-downs, social distances, home-stay orders, travel and mobility limitations,
have resulted in the temporary closing of many hotel companies and dramatically reduced
demand for companies that have been permitted to keep operating. Just about all businesses
were asked to restrict their processes to take. Limitations on travel and home-stay orders
imposed by the authorities have led to a rapid decline in hotel occupations and revenues.
Although the re-opening procedure has starting position and the authority have started to
relax constraints, for example allow restaurants dining to be reopened at a limited level with
rigid moral distance requirements and progressively reduce constraints on domestically and
abroad travel. Although the restaurant business is steadily improving, the COVID-19 crisis
continues to have a significant effect on the way the hospitality sector operates. Hospitality
companies are required to make significant improvements to their operations in the market
climate of COVID-19 in order to protect the survival and safety of staff and consumers, and
to increase the customer's desire to sponsor their competitive. The pandemic is also expected
to have a major effect on the research agenda of hospitality marketing and management
scholars. With unprecedented challenges faced by the hospitality industry in the COVID-10
era, tourism scholars are expected to turn their research emphasis to developing solutions for

the industry. Hotels would now intend to do a smooth of one or two floors, with only the
requisite facilities and staff. Critical services will include housework, a kitchen area, a coffee
shop/dining room, a bar, technology, a front counter and safety. This would mean that there
are fewer citizens.
RESEARCH METHODOLOGY
In order to undertake entire research activities, research methodology is considered as
an important activity. It is a contextual frameworks for the study that provide a coherent and
logical analysis on the basis of values, beliefs, choices and many more. These can be helpful
in gathering relevant and reliable information towards the particular research area. It includes
various methods and techniques that applied by researcher with the aim of gathering
authentic information. Thus, it is important for investigator to select appropriate one so that
the can easily acquire authentic information to draw a valid conclusion at the end of the
study. In this regards, there are different methods which can used by researcher to undertake
a study:
Types of investigation: At the time of undertaking investigation, there are various
method that can be used by investigator to collect reliable data and information about the
particular research topic and area. It can be classified into two methods such as Qualitative
and quantitative method of investigation. In this regard, Qualitative: it requires the selection
and evaluation of terms. Now this data gathered is focused on non-numeric data, but provides
some in understanding and awareness of the concerns for which the study is also being
undertaken. On the other side, Quantitative: it is then analyses on the basis of quantitative
form, and the presentation of details remains simple and desirable. Furthermore, the
researcher used mixed approach technique, which indicates a mixture of that to carry out this
study. Interconnected viewpoints would also offer a clearer picture of research that
contributes in drawing a valid conclusion at the end of the investigation.
Research approach: Although activities of research are carried out, there is a need
for a strategy and a process which would include some efforts to address the goals and
objectives that can be achieved. Generally, the research framework requires a detailed
process of data collection, supported by the analysis component and ultimately the
explanation. In addition to this, the research approach is divided into two parts, namely the
deductive: this approach helps the researcher to think about the aims and priorities. It is
primarily used in the first phase of the study. Inductive: using this method the researcher tries

to find ideas and collect knowledge. Thus the, observing here is the very first thing that must
be done later which allows the researcher to find good results.
Hence, In the consideration of this study, the investigator utilized "deductive method"
with its tendency to include a large number of details over a particular period of time. Later,
the data obtained can be viewed in a quantitative form in order to explain the same in a
generic way.
Research design: It is known being an overarching model that combines and
researching the different elements in a rational manner. It is therefore defined and used as a
blueprint for collecting, measuring and, eventually, requirements refer. There are usually
three types of validity research designs: focus on the situation-related case study.
Experimental: this study is carried out in a space where necessary tools and techniques are
included that contributes in analyzing the particular research topic. Exploratory: the key
objective is on the researcher's observations and suggestions, or the same topics are being
investigated. In the regard of this study, the investigator has followed an exploratory
approach to the research design because of its potential to use inventory methods to
understand and resolve issues.
Research philosophy: This is assumed to be the manner in which data and significant
details that are significant for analysis are obtained, processed and used to take right decision
within the study. Therefore, using the required research philosophy, the variable used in this
study his/her expertise in the formulation of hypotheses. Reaching at the study problem, there
are different sorts of positivism: that is highly organized, and that knowledge is based on
facts of investigation activities. That can be used on sample sizes and it is possible to collect
both qualitative and quantitative information. From the other hand, interpretivism: presents
in-depth details, but is being used in a relatively small sample as well as the inquiry is largely
qualitative. When carrying out the research, the investigator would suggest a positivist
philosophy since it will lead more rationally and logically to the data collection and
knowledge.
Data collection: It is considered as an important process within the research that used
by researcher to gather as well as measuring data on the basis of specified variable of
research topic in an effective manner. Along with this, it is also used as an appropriate way
that enables one to answer the stated question in order to evaluate the final outcomes. Thus, it
is important for researcher to effectively analysis the particular research topic so that valid

and reliable outcomes can be easily evaluated. Mainly, it is classified on the basis of two
methods such as primary and secondary source of data collection. Both are effective for
collecting information within the study to draw a valid conclusion at the end of the
investigation. In this, primary method of data collection is an effective because it provide
information that is fresh in nature and never used before. As investigator gather data from
different primary sources including questionnaire, survey, observations, interview and many
more. On the other side, secondary method is also effective in which investigator collect
detailed information from the various aspects such as books, journals, articles, magazines and
so on. In order to undertake current investigation, both methods will be used by investigator.
By using primary method, researcher prepare a structured questionnaire that includes various
close ended questions asked from selected respondents in order to understand their view
points. Furthermore, with the use of secondary method investigator carry out systematic
literature review that is based on different view point of authors on the basis of particular
research topic.
Data analysis: At the time undertaking research, it is procedure of cleansing,
transforming and modeling data with the aim of discovering as well as evaluating information
that directly support in decision making process. Thus, it is important for researcher to
effectively analysis collected data in order to attain reliable and authentic end outcomes. One
of the main advantage of using this section is that it assist in correct the errors from data set
with the use of data cleansing. In addition to this, researcher also use various graphical chart,
pie chart to present all the collected information. With the assistance of this, investigator can
draw a valid conclusion at the end of the investigation.
Sampling: It is important for researcher to select a right sample size for undertaking
research as it help in improving the possibilities of gathering authentic information on the
basis of selected research topic and area. It is classified into two techniques such as
probabilistic and non-probabilistic sampling techniques. In order to undertake current
investigation, probabilistic sampling method is considered as an effective method for selected
sample size from the large population. In this respondents are selected as per random basis
and also get equal chances to be selected. By using this method, researcher select 50
respondents as a sample size who are the staff members of hospitality industry and also have
enough knowledge towards the specified research topic and area.

Ethical consideration: It is significant for investigator to undertake entire research
activities in an ethical manner as it help in improving the possibilities of attaining positive
results. Thus, researcher is responsible to follow all the ethical principals at the time of carry
out the research activities. With the assistance of this, researcher does not face any kind of
issues in gathering information. In addition to this, investigator also ensure that all the data
and information of respondents are confidential that build trust of sample size and at the same
time also improve the possibilities of attaining reliable results within the research activities.
DATA COLLECTION AND INTERPRETATION
Questionnaire
Q1) Do you have any idea about housekeeping department?
a)Yes
b) No
Q2) What are the various type of housekeeping services within the hospitality sector?
a) Cleaner
b) Live in housekeeper
c) Live out housekeeper
d) House manager
Q3) According to you, what is the role of housekeeping within the hospitality sectors?
a) Ensure a high standard of cleanliness
b) Provide and maintain the floral decorations
c) Provide uniforms for all the staff and maintain adequate inventories
d) Establish a welcoming atmosphere
Q4) What skills are necessary for the housekeeper to provide the better experience to
customers?
a) Time management skills
b) Communication skills
c) Attention to detail
d) Customer service
Q5) As per your point of view, what are the different trends in the housekeeping?
a) Go green
b) Contemporary design in hotel
c) Safety and security

d) Technology savvy housekeeping
Q6) What is the influence of poor housekeeping within the hospitality business?
a) Loose repeat customers
b) Poor ratings
c) Reduce business revenue
Q7) In which manner, COVID-19 impact on the housekeeping within the hospitality
industry?
a) Positive impact
b) Negative impact
Q8) What safety measures hotel should be used in housekeeping during COVID-19
pandemic situation?
a)Having hand sanitize
b) Wear gloves
c) Clean hands
Q9) What are the ways that can be used by Hilton hotel to improve their
housekeeping services?
a) Invest in training
b) Know laundry Equipment
c) Conduct procedural audits
d) Maintain flexibility
Q10) Recommended the ways by which company can protect their staff members from the
pandemic of COVID-19.
Q1) Do you have any idea about housekeeping department? Frequency
a) Yes 40
b) No 10
Q2) What are the various type of housekeeping services within the
hospitality sector?
Frequency
a) Cleaner 15
b) Live in housekeeper 15
c) Live out housekeeper 10
d) House manager 10
Q3) According to you, what is the role of housekeeping within the Frequency

hospitality sectors?
a) Ensure a high standard of cleanliness 20
b) Provide and maintain the floral decorations 10
c) Provide uniforms for all the staff and maintain adequate
inventories
10
d) Establish a welcoming atmosphere 10
Q4) What skills are necessary for the housekeeper to provide the
better experience to customers?
Frequency
a) Time management skills 20
b) Communication skills 10
c) Attention to detail 10
d) Customer service 10
Q5) As per your point of view, what are the different trends in the
housekeeping?
Frequency
a) Go green 20
b) Contemporary design in hotel 10
c) Safety and security 10
d) Technology savvy housekeeping 10
Q6) What is the influence of poor housekeeping within the hospitality
business?
Frequency
a) Loose repeat customers 30
b) Poor ratings 10
c) Reduce business revenue 10
Q7) In which manner, COVID-19 impact on the housekeeping within
the hospitality industry?
Frequency
a) Positive impact 20
b) Negative impact 30
Q8) What safety measures hotel should be used in housekeeping
during COVID-19 pandemic situation?
Frequency
a) Having hand sanitize 30
b) Wear gloves 10
c) Clean hands 10

Q9) What are the ways that can be used by Hilton hotel to improve
their housekeeping services?
Frequency
a) Invest in training 15
b) Know laundry Equipment 15
c) Conduct procedural audits 10
d) Maintain flexibility 10
Theme 1: Idea about housekeeping department.
Q1) Do you have any idea about housekeeping department? Frequency
a) Yes 40
b) No 10
Interpretation: Housekeeping is refers to the operational department within the hospitality
sector as it is responsible for maintenance, cleanliness, upkeep of rooms and surroundings.
Mainly, the efforts that housekeeping department make in providing better services to guests

in order to improve their positive experience. This can be effective for improving the overall
performance of hospitality industry. In this regard, 40 out of 50 people are aware about the
housekeeping department as the main function of this division is to keep the venue clean and
sanitary because it make customers satisfied. By providing clean and hygiene services to
guests keep them satisfied with hotel and its services as well. Apart from this, rest of 10
people are not familiar with the same.
Theme 2: Various type of housekeeping services within the hospitality sector.
Q2) What are the various type of housekeeping services within the
hospitality sector?
Frequency
a) Cleaner 15
b) Live in housekeeper 15
c) Live out housekeeper 10
d) House manager 10
Interpretation: From the above mentioned graph it has been evaluated that there are various
type of housekeeping services present within the hospitality sector and provide to its guest in
order to improve their positive experience. In context to this, 15 out of 50 participants give

their views that cleaner is one of the important type of housekeeping that hotel must have
included to maintain hygiene. Along with this, 15 people share their view point that line in
housekeeper is one of the important type of service in which they can be full time and part
time member of staff that focus on providing accommodation services to its guests. 10
participants said that live out housekeeper is a professional candidate who is responsible and
also will clean, manage and at the same time also includes additional duties in the area
including cooking, shopping and many more. Apart from this, rest of 10 respondents are
think that house manager can provide additional house management support. As they may be
admins, managing contractors that manage household rotas within the hotel.
Theme 3: Role of housekeeping within the hospitality sectors.
Q3) According to you, what is the role of housekeeping within the
hospitality sectors?
Frequency
a) Ensure a high standard of cleanliness 20
b) Provide and maintain the floral decorations 10
c) Provide uniforms for all the staff and maintain adequate
inventories
10
d) Establish a welcoming atmosphere 10

Interpretation: As per preceding graphical representation it has been analyzed that
housekeeping department play a significant role within the hospitality sector as it is also
responsible for managing as well as coordinating all the essential activities within the hotel to
keep all the guests satisfied. In this, 20 people think that housekeeping department is
responsible for ensure high standard of cleanliness within the hotel so that guests can improve
their positive experience. Furthermore, 10 participants said that it also help to provide as well
as maintain the floral decorations that influence and attract guest towards the hotel and its
services. In addition to this, 10 respondents give their views that it also responsible for
providing uniforms for all the staff members and at the same time also maintain adequate
inventories. Rest of 10 people are favor with establishing a welcoming atmosphere for guests
that improve their positive experience towards the hotel services.
Theme 4: Skills are necessary for the housekeeper to provide the better experience to
customers.
Q4) What skills are necessary for the housekeeper to provide the
better experience to customers?
Frequency
a) Time management skills 20
b) Communication skills 10
c) Attention to detail 10
d) Customer service 10

Interpretation: In order to execute as well as perform necessary function there are various
skills that are important for housekeeper within the hotel. By this, housekeeper can easily
provide better experience to its customers that improve their satisfaction level. In relation to
this, 20 out of 50 participants give their views that time management is one of the important
skills that required by housekeeper to perform their duties. In addition to this, 10 people share
their view point that effective communication skill is also significant for housekeeper so that
they can easily communicate with their customers and provide them better services as per
their and wants. Furthermore, 10 respondents think that attention to detail is consider as an
effective skill that help housekeeper to manage guests and give them proper attention while
visiting. On the other hand, 10 people share their view points that proper understanding about
customers service is significant skill that help housekeeper to provide better services in order
to improve their satisfaction level.
Theme 5: Different trends in the housekeeping.
Q5) As per your point of view, what are the different trends in the
housekeeping?
Frequency
a) Go green 20
b) Contemporary design in hotel 10
c) Safety and security 10
d) Technology savvy housekeeping 10

Interpretation: Hospitality industry is refers to the service oriented sector in which the
experience and satisfaction of guests are uncompromising. This is the reason that it is quite
important for hotel to maintain high standard in terms of security, hygiene, cleanliness in
order to provide highest level of customers satisfaction. It may assist hotel in improving their
customers base and also enhance its positive brand image. In this, 20 participants give their
views that Go green is the latest trend that needs to be focused and housekeeper are using
Eco-friendly amenities with the aim of conserving water and energy. Along with this, 10
participants think that Contemporary design in hotel is also a latest trend that improve the
possibilities of inviting more and more guests that can be effective in improving their
experience. Furthermore, 10 answering share their opinion towards this theme is that Safety
and security is also refers to the trend within the hospitality industry as it may build trust of
guests within the hotel. Apart from this, rest of 10 people give their views that Technology
savvy housekeeping is related with the IT infrastructure and networking that includes latest
technical advances within the operations that provide ultimate experience to its guests and at
the same time also improve their satisfaction level.
Theme 6: The influence of poor housekeeping within the hospitality business.
Q6) What is the influence of poor housekeeping within the hospitality
business?
Frequency
a) Loose repeat customers 30
b) Poor ratings 10
c) Reduce business revenue 10

Interpretation: In hospitality industry, housekeeping play a significant role in maintaining
cleanliness and hygiene within the hotel so that guests feel more comfortable at the time of
consuming services. On the other side, poor housekeeping is also put negative impact over
the guests experience as they get less satisfied towards the services. In relation to this, 30 out
of 50 people give their view point that due to poor housekeeping, hotel loose their repeat
customers that also negatively affect the overall performance in hospitality industry. In
addition to this, 10 participants think that it also negatively influence in hotel by its poor
rating towards the hotel and its services. Remaining 10 people said that poor housekeeping
also may reduce business revenue in market place. All these can be affect over the brand
image of hotel as customers get loose their interest towards hotel services and switch to
another hotel to attain better services.
Theme 7: COVID-19 impact on the housekeeping within the hospitality industry.
Q7) In which manner, COVID-19 impact on the housekeeping within
the hospitality industry?
Frequency
a) Positive impact 20
b) Negative impact 30

Interpretation: As per current scenario, COVID-19 is major pandemic situation that affect
entire activities of people and organizations as well. In hospitality context, it also affect each
and every activities of housekeeping that can reduce experience towards the services that they
offered. In relation to this, 20 out of 50 people think that it put positive impact over the
housekeeping as manager put their efforts of maintaining cleanliness and hygiene that
contributes in inviting more and more people towards the accommodation services. On the
other side, COVID-19 also put negative impact over the guests as they focused on
maintaining social distancing and also tries to get services that keeps them healthy and safe as
well.
Theme 8: Safety measures hotel should be used in housekeeping during COVID-19
pandemic situation.
Q8) What safety measures hotel should be used in housekeeping
during COVID-19 pandemic situation?
Frequency
a) Having hand sanitize 30
b) Wear gloves 10
c) Clean hands 10

Interpretation: It is important for hospitality sector to used all the safety measures in the
housekeeping at the time of COVID -19 pandemic situation. This can be contributes in
managing positive customers experiences within the hotel and its services. In context to this,
30 out of 50 people give their views that having hand sanitize is one of the important way that
should be used by housekeeping department. As it support in improving their health and also
keep them hygiene. Along with this, 10 participants think that wear gloves is also an effective
way that needs to be used by housekeeping department in which manager wear gloves at the
time of providing services to its guests. On the other side, rest of 10 respondents share their
views that keep hands clean is an appropriate way that used by housekeeping department in
the pandemic situation of COVID-19.
Theme 9: Ways that can be used by Hilton hotel to improve their housekeeping services
Q9) What are the ways that can be used by Hilton hotel to improve
their housekeeping services?
Frequency
a) Invest in training 15
b) Know laundry Equipment 15
c) Conduct procedural audits 10

d) Maintain flexibility 10
Interpretation: From the above mentioned graphical representation it can be analyzed that it
is important for hotel to use appropriate ways that can improve the services of housekeeping
as it support in providing quality services to its guests in order improving their positive
experience. In relation to this, 15 out of 50 people give their views that invest in training is
an effective way by which hotel can train their staff members to improve their effectiveness
at workplace. Along with this, 15 participants said that know laundry equipment is also an
effective way to manage all the demand of guests. 10 respondents think that conduct
procedural audits is consider as a necessary way that can be used by hotel in improving their
housekeeping services. On the other side, remaining 10 answering give their views maintain
proper or enough flexibility within the hotel is also help in making housekeeping services
more effective. With the assistance of this, hotel can easily provide quality services to its
customers as per their requirement and increase their satisfaction level.

RECOMMENDATION AND CONCLUSION
Conclusion
From the above mentioned research it has been concluded that hospitality industry is
growing sector as it includes various trends and opportunities that support in improving the
overall performance. In addition to this, housekeeping is also play a significant role in hotel
because it focus on providing as well as maintaining proper cleanliness and hygiene that
assist in improving the experience of customers towards the hotel services. Furthermore,
there are various skills that are significant for the housekeeping manager to perform and
execute their activities. This can be contributes in serving best quality services to its guests as
per their needs and wants. The housekeeping department is significant for the overall success
of hotel as it not only increase each and every activities but also generate highest revenue.
With the change in trends and advancements of technology is also beneficial for hotel to
develop their services. Apart from this, housekeeping department also responsible for
ensuring the cleanliness, safeguarding and aesthetic entreat of the hotel. In order to attain
competitive success in market place, hospitality industry also invest in training and
development activities that provided to its employees with the aim of improving their ability
to handle their guests. In this context, proper training to staff members related with the latest
and current happening in the field of housekeeping is also helpful in promoting creativity to
manage entire activities of hotel industry. In addition to this, COVID-19 is a pandemic
situation that directly affect the housekeeping department in negative way as manager of this
department is responsible for maintaining proper hygiene and cleanliness at the time of
providing services it guests. This will assist in improving positive experience of customers
towards its services and at the same time also assist in providing higher satisfaction. For
attaining the same, Maintain flexibility is also important aspect that focus on providing
flexible environment to its staff members so that they give their best efforts for managing
entire activities of hotel in an effective manner. With the assistance of this, hospitality
industry can serve quality services to its customers as per their demand and at the same time
also keep them loyal towards its services. This will directly contributes in attaining
competitive success in market place.
Recommendation

REFLECTION AND ALTERNATIVE METHODOLOGY