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Abstract
the hospitality and tourism industry includes multiple segments, all interrelated yet discrete, including lodging, food service, contract services, gaming services, private clubs, meeting planning them parks, suppliers, and hospitality education, among others. The single factor common to each of these segments is dependence upon the successful provision of service as a means of generating revenue for the bottom line. It is difficult to imagine a multi -billion- dollar industry that service to people but that is an accurate description of today’s hospitality industry.
Housekeeping department has an important role in the day-to-day maintenance of the standards of the hotel, as well as an important communication relationship with many parts of the hotel. It plays a very important (and sometimes not sufficiently recognized) part in the profitability of the establishment. The housekeeping department in a hotel concerned with duties which covers the residential accommodation facilities, also includes the activities of the area known as the linen room where linen towels are stored, processed and accounted for there are many staff in a hotel housekeeping department. The scope of housekeeping embraces the entire hotel naturally; the largest work force of the hotel belongs to the Housekeeping Department. It would be appropriate at this stage to ascertain as to who comprise Housekeeping Department and what their roles are in brief.
The customer satisfaction describe how guests fel about their last visit, and what will make them come back customer satisfaction scores to be of linde value understanding customer loyalty.
Therefore, the present study is designed to evaluate the housekeeping performance and its impact on the guest satisfaction.
The review of literature is divided into five main section. The first section is concerned with hospitality industry. The second section explained resort hotels background which includes concept, types, facilities, and market segment. The third section presents the importance of housekeeping department, functions of housekeeping duties of housekeeping, job description of housekeeping personnel, the relationship between housekeeping department and other departments. Equipment and tools used in housekeeping, ethics and housekeeping management, main problems of housekeeping staff. The fourth section deals with guest satisfaction which include satisfaction concept, the relationship between guest satisfaction and personal values.
A field survey was conducted in order to know the guests’ opinions toward the housekeeping performance. The research was conducted on a sample of four and three star resort hotels in Sharm El-Sheikh. Data were collected through guests’ questionnaire, personal interviews with heads of the housekeeping department.
The questionnaire form was designed in away to investigate hotel guests’ opinions concerning cleaning rooms, supplies and amenities and conditions of sheets and towels. About 225 forms were distributed, among them only 169 forms (75.1%) were valid. The form was divided to five questions. The first question aimed to know the satisfaction about the services and facilities offered in to know the times of the hotel. The second question aims guest changing sheets and bellows. The third question is designed to illustrate the guest’s opinions about the levels of their rooms, it is include cleaning, comfort, ventilation and guest supply. The fourth question is intended to know the guests’ opinions about the condition of sheets and bellows.. The last section deals with the demographic data of as gender, age, occupation and nationality guests such
Another type of questionnaire was distributed to resort employees who worked in the housekeeping department. It focused on physical environment, work experience, dealing with emergency cases and cooperation between the housekeeping department and other departments.
The personal interviews with heads of the housekeeping department in investigated hotels are intended to reveal that the availability of job description of new employees in housekeeping departments, evaluating performance standards in the housekeeping department and the average employees turnover in housekeeping department.
The obtained data from both the questionnaires and interviews were tabulated and illustrated graphically whenever needed.
5.2. RECOMMENDATIONS
Based on the results reached from the study, the following recommendations could be suggested.
[1] Management should set an effective employee satisfaction system by giving bonus and promotion
[2] The human resource manager and the executive housekeeper should set training programs to discuss important points. These points include the following:-
a. Handling guest problems.
b. Dealing with emergency cases such as fire and accident.
c. Knowing sanitation procedures in the housekeeping department.
d. Keeping the standard of performance.
e. Handling with tools and equipment.
[3] Human resource managers and executive housekeepers should set specification and qualification rules for selecting and recruiting new employees.
[4] Management has evaluated employees’ performance at least twice a year to identify the weaknesses points.
[5] Tools and equipment should be in a good condition in order to help the staff to achieve their duties.
[6] Housekeeping management should communicate effectively with other departments to achieve its objective.
[7] Developing standard procedures for routine activities.
[8] Setting job description for each position which will be responsible to give a general description of the work which has to be done.