Role Of Housekeeping Departments Towards Guest Satisfaction

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The Role Of Housekeeping Departments Towards Guest Satisfaction ()

Abstract

Guest satisfaction is a crucial aspect affecting the performance of the hospitality business. Satisfaction is recognized as the primary driver of customer loyalty. Guest satisfaction is the feeling of the guest that their expectations have been met or exceeded. Hence, the study sought to examine the role of the housekeeping department towards guest satisfaction. The case study was five stars Hotel in Accra Ghana. The study was literature based. The analysis of the study was based on the findings from the preceding studies. Based on the reviewed literature, it can be established that the housekeeping department significantly influences guest satisfaction. The housekeeping department cleans the guestrooms, particularly the guests visiting the hotel. It also maintains a hygienic environment in everything within the hotel so that it is conducive and attractive to its customers. Businesses that meet their guests’ demands and expectations create higher revenues than those that cannot figure out and satisfy them. The study showed that housekeeping duties start with inspecting a room after checkout, cleaning it according to hotel standards and refreshing the room’s supplies. Once new guests arrive, prompt, cheerful and professional attention to their needs can reinforce how the hotel looks after guests and leave a good impression. The study concluded that the housekeeping department significantly affects guest satisfaction in Five stars hotel, Accra Ghana. The housekeeping department can make the guests delighted and more likely to come back or refer other people, enabling the hotel to make more profit. The primary goal of the hotel’s top management is to increase customer satisfaction. It was recommended that hotels create unique measures of housekeeping departments that will bring uniformity to nearly all hotels across the country. Additionally, hotels should implement quality control tools to ensure that all customers are satisfied with the hotel’s services and will attract more guests. The management should keep the housekeeping department in check to ensure the required standards are met.

Airms and Objectives

The major aim of the study is to examine the role of housekeeping department towards guest satisfaction in the hotel.

Other specific objectives of the study include;

  1. To examine the role and importance of hotel housekeeping in the hotel.
  2. To examine the impact of Housekeeping Staff attributes on Guest Satisfaction. 3. To examine the impact of housekeeping department on guest satisfaction in the hotel.
  3. To examine latest housekeeping trends in the hotel industry.
  4. To examine the relationship between housekeeping department and guest satisfaction in the hotel.
  5. To examine impact of outsourced housekeeping services on guest satisfaction.

Research Questions

  1. What is the role and importance of hotel housekeeping in the hotel?
  2. What is the impact of Housekeeping Staff attributes on Guest Satisfaction?
  3. What is the impact of housekeeping department on guest satisfaction in the hotel?
  4. What is latest housekeeping trends in the hotel industry?
  5. What is the relationship between housekeeping department and guest satisfaction in the hotel?
  6. What is impact of outsourced housekeeping services on guest satisfaction?

Table of Contents

COVER PAGE
TITLE PAGE
APPROVAL PAGE
DEDICATION
ACKNOWLEDGEMENT
ABSTRACT

CHAPTER ONE
INTRODUCTION
1.1 BACKGROUND OF THE STUDY
1.2 STATEMENT OF THE PROBLEM
1.3 AIM/OBJECTIVE OF THE STUDY
1.4 PURPOSE OF THE PROJECT
1.5 RESEARCH QUESTIONS
1.6 RESEARCH HYPOTHESES
1.7 SIGNIFICANCE OF THE STUDY
1.8 SCOPE AND LIMITATION OF THE STUDY
1.9 OPERATIONAL DEFINITION OF TERMS

CHAPTER TWO
LITERATURE REVIEW
2.1 CONCEPTUAL REVIEW OF THE STUDY
2.2 REVIEW OF RELATED STUDY
2.3 THEORETICAL REVIEW OF THE STUDY
2.3.1 IMPORTANCE OF HOUSEKEEPING
2.3.2 ROLE OF HOUSEKEEPING DEPARTMENT
2.3.3 IMPORTANCE OF GUEST ROOMS
2.4 FOOD AND BEVERAGES SERVICE
2.5 HOTEL ACCOMMODATION SERVICES

CHAPTER THREE
METHODOLOGY
3.0 INTRODUCTION
3.1 RESEARCH DESIGN
3.2 POPULATION OF THE STUDY
3.3 SAMPLING METHOD
3.4 RESEARCH INSTRUMENTS
3.5 DATA COLLECTION TECHNIQUES AND DATA ANALYSIS

CHAPTER FOUR
RESULT ANALYSIS
4.1 FINDINGS
4.2 DISCUSSIONS

CHAPTER FIVE
5.1 CONCLUSION
5.2 RECOMMENDATION
REFERENCES

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Abstract [30654] – A brief summary of the “Role Of Housekeeping Departments Towards Guest Satisfaction”, highlighting its objectives, key findings, and significance. ABS30654

Introduction [30654] – Introduces the concept of Role Of Housekeeping Departments Towards Guest Satisfaction, explains the background, relevance, and objectives. INT30654

Literature Review [30654] – Reviews prior studies, theories, and expert opinions about the Role Of Housekeeping Departments Towards Guest Satisfaction, identifying trends and research gaps. LIT30654

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