CHAPTER 1

Importance of Housekeeping

Objective: emphasizing the importance of housekeeping in

the guest satisfaction

Importance of Housekeeping?

Role of housekeeping? areas of responsibility?

Choice of hotels? Personnel?

Role of Housekeeping

cleaning and maintaining both the front-and back-of-the-house areas

specifying and purchasing administrating advising

Cleaning and Maintaining

front-of-the-house guest rooms bathrooms banquet rooms meeting rooms halls elevators lobbies rest rooms

entryways restaurants cocktail lounges any furnished

outdoor areas e.g. swimming pool area

Cleaning and Maintaining

back-of-the-house

locker rooms employee dining

rooms offices halls store rooms

Specifying and Purchasing

guest room supplies and accessories cleaning equipment and supplies uniforms - including design, storage,

and issue linens for guest rooms, bathrooms,

restaurants, and banquet halls

Administrating

Laundry and dry cleaning Linen room Sewing room

Advising

in the selection, refurbishing, replacement of;

furniture, furnishings, floor and wall coverings etc.

soap dishes, towel bars, ashtrays etc.

Choice of Hotels? clean room room

maintenance/repair safety/security convenient location comfortable bed/room adequate bathroom

products decor/attractiveness TV service

friendly/courteous staff

good restaurants fast/prompt service room rates adequate recreation

facilities adequate meeting

facilities airline affiliationEx. 4, pg. 14

Reasons Guests Give for Returning to a Hotel

Question: What is the most important factor in your decision to return to a hotel/motel?

Finding:Reasons for Returning By Total By Frequent

Travelers TravelersCleanliness/Appearance 63% 63%Good Service 42% 45%Facilities 35% 41%Convenience/Location 32% 38%Price/Reasonable Rates 39% 35%Quite and Private 9% 8%

Personnel?(in Turkey)

1997 statistics; 3283 lodging properties 529881 beds / 264940 guestrooms 60% occupancy 158964 guestrooms are supposed to be

cleaned a room attendant cleans 15 rooms a day

(average) approximately 10597 room attendants

employed each day