INTRODUCTION
Rationale
The hotel business is very competitive, especially in today's global market To succeed, hotels must consistently deliver outstanding service quality, which is a key factor in attracting new customers and retaining existing ones One department that plays a significant role in guests' perceptions of a hotel is the housekeeping department, responsible for maintaining cleanliness, orderliness, and the overall ambiance of the property.
A well-managed housekeeping department contributes to a positive guest experience, which in turn can lead to favorable reviews and word-of-mouth recommendations Given the importance of the housekeeping department, it is essential to ensure that it operates efficiently and effectively This study aims to identify the underlying issues affecting the housekeeping department atLuxtery Hotel and provide practical recommendations for enhancing its service quality, ultimately leading to improved guest satisfaction and a stronger competitive position in the hospitality industry.
Aims and Objectives
This study aims to look at the housekeeping department at Luxtery Hotel and see how it can be improved The hotel wants to stay successful in the competitive hospitality market The study has some specific goals:
To describe what the housekeeping department at Luxtery Hotel does right now This includes what services they offer, how they organize their staff, and what procedures they follow for cleaning and taking care of guest rooms and common areas.
To see how good the housekeeping department is right now The study will look at things like how fast and how well the staff clean things, and how happy guests are with how clean and tidy their rooms are.
To find out what makes the housekeeping staff do well or not do well. This could include things like how much work they have to do, how well they are trained, how well they talk to each other, and how motivated they are The study will also look at things like whether there are any problems with getting supplies or if there are more guests at certain times of the year.
To suggest some practical ways to make the housekeeping department better This could mean changing how the staff is organized, making cleaning procedures simpler, improving communication, or giving staff more training opportunities.
Scope of the Study
This study will focus on the housekeeping department at Luxtery Hotel, considering qualitative aspects of service quality The investigation will cover various factors that influence the department's performance, such as staff training, supervision, equipment, and standard operating procedures. Additionally, the study will examine guests' expectations and perceptions regarding the housekeeping service at Luxtery Hotel.
Data for the study was released from 2021 to 2022.
Method of the Study
The researcher will conduct on-site observations of the housekeeping processes and practices to identify potential areas for enhancement.
Structure of the Study
The study will be divided into the following sections:
THEORETICAL BACKGROUND
A hotel is a place where people can stay for a short or long time when they travel They offer rooms to sleep in, and many other things that guests might want, like restaurants, meeting rooms, stores, spas, gyms, and pools. Hotels can be of different sizes, prices, and styles Some are simple and have basic things, while others are fancy and have special features.
The word "hotel" comes from French and used to mean a big house or mansion The first hotels were made in Europe in the 17th century, and they were for people who were traveling Today, hotels are all over the world, and they are for different people and different reasons Some are for people who are working, some are for people who are on vacation, and some are for people who like special things, like eco-friendly places or places with a special theme (1)
2.1.2 Definition of housekeeping in the hospitality industry
Housekeeping is a vital department in the hospitality industry that is responsible for maintaining cleanliness, hygiene, orderliness, and the overall appearance of a hotel's guest rooms, public spaces, and back-of-house areas.The main objective of housekeeping is to create a comfortable, safe, and visually appealing environment for guests to ensure their satisfaction and well-being during their stay This department is essential in upholding the hotel's image and reputation because a clean and well-maintained environment directly affects the guest experience, satisfaction, and the likelihood of repeat visits Housekeeping staff are assigned various duties, such as cleaning rooms, doing laundry, disposing of waste, and replenishing amenities, all of which contribute to the overall success and profitability of the hotel (2)
2.2 The Role of Housekeeping in the Hospitality Industry
In the hospitality industry, where competition is fierce, every aspect of a hotel's service is crucial to its success and reputation Despite being sometimes overlooked, the housekeeping department is a vital part that plays a critical role in shaping a guest's experience This article aims to emphasize the significance of housekeeping in the hospitality industry by exploring its various responsibilities and how they have a direct impact on guest satisfaction, hotel image, and profitability.
2.2.1 The Multifaceted Responsibilities of Housekeeping
Housekeeping is responsible for an array of tasks that together create a clean, comfortable, and welcoming environment for hotel guests Some of their key responsibilities include:
Room Cleaning and Maintenance: One of the essential duties of housekeeping is to ensure that guest rooms are clean and well- maintained This involves various tasks such as making beds, dusting, vacuuming, sanitizing bathrooms, and restocking amenities like toiletries, towels, and linens Housekeeping staff ensures that guests have a comfortable and hygienic living space during their stay.
Public Area Cleaning and Maintenance: Housekeeping also plays a vital role in maintaining the cleanliness and orderliness of public spaces like lobbies, restaurants, meeting rooms, and restrooms These areas are frequently visited by guests and hence must be clean and presentable, creating a pleasant and inviting atmosphere for them.
Laundry Services: Another responsibility of the housekeeping department is managing the hotel's laundry operations, which includes washing, drying, and pressing linens, towels, and uniforms They ensure a constant supply of clean items for guest use and staff requirements.
Waste Management and Recycling: Proper waste disposal and recycling practices are crucial in maintaining a hygienic environment and promoting sustainability within the hotel Housekeeping staff ensures that waste is disposed of safely and recycling programs are implemented and followed.
Lost and Found Management: The housekeeping department is also responsible for collecting, recording, and storing lost items They assist guests in retrieving their belongings when needed, ensuring a hassle- free and comfortable stay (3)
2.2.2 Impact on Guest Satisfaction and Hotel Reputation
The quality of housekeeping services is crucial to the success of a hotel, as it directly affects guest satisfaction and the hotel's reputation A clean and well-maintained environment is crucial in creating a positive first impression, which impacts the overall guest experience When guests find their rooms and public spaces clean, comfortable, and visually appealing, they are more likely to be satisfied with their stay and recommend the hotel to others.
In addition, effective housekeeping practices promote guest safety and well-being by minimizing the risk of accidents and ensuring a hygienic environment This is especially important in the context of the ongoing global pandemic, where enhanced cleaning and sanitation protocols are necessary to reassure guests of their safety By maintaining high housekeeping standards, hotels can create a sense of trust and security, which is critical in attracting and retaining guests.
Efficient housekeeping practices can benefit a hotel's financial performance in several ways Proper maintenance of rooms, furniture, and equipment can extend their lifespan and minimize the need for costly repairs or replacements, ultimately reducing operational expenses Additionally, maintaining high cleanliness standards can help build a positive reputation, attract more guests, and increase occupancy rates, leading to higher revenue.
Furthermore, implementing sustainable and eco-friendly practices in housekeeping operations, such as using energy-efficient equipment, water- saving techniques, and biodegradable cleaning products, can help hotels reduce their environmental impact and operational costs Adopting these practices not only benefits the environment but also improves the hotel's brand image, attracting guests who value sustainable practices Overall, efficient housekeeping practices are crucial in achieving operational efficiency, cost savings, and positive guest experiences.
2.3 Key Factors Affecting Service Quality in Housekeeping
Several factors can affect the service quality of a housekeeping department Some of these factors are:
The quality of housekeeping services depends on the knowledge, skills, and attitude of the staff members Providing them with proper training and development programs can improve their efficiency and effectiveness, resulting in better service quality and guest satisfaction.
The training programs should be customized to meet the specific needs and requirements of the housekeeping department Staff members should be trained on proper cleaning techniques, using cleaning equipment and products, guest communication, time management, and problem-solving skills It is also crucial to train them on safety protocols, such as handling hazardous materials and emergency procedures.
CASE STUDY
Luxtery Hotel is a four-star hotel that opened on June 2, 2017, at 136 Pham Van Dong, Da Nang, Vietnam The grand opening was successful and attended by Luxtery leaders, representatives from Da Nang City's state tourism agency, and partners Luxtery Hotel is thankful for the support and trust of its customers, which motivates its success The hotel's location is at
My Khe Beach, known as one of the world's most beautiful beaches Luxtery Hotel has 102 rooms on 20 floors, offering different categories of luxurious rooms with clean private bathrooms Guests can relax and unwind after business meetings or sightseeing in Da Nang.
Figure 3.2: Grand opening ceremony on Jun 2, 2017
(Source:https://luxteryhotel.com/)The hotel enjoys a prime location at My Khe Beach, which has been recognized as one of the world's most beautiful beaches This prime location offers Luxtery Hotel a competitive advantage, as it attracts tourists looking for a luxurious and comfortable stay near an iconic beach In the competitive hospitality industry, the hotel's location, amenities, and high-quality service are essential factors that contribute to its success The market competition in the hotel industry has become more intense in recent years, particularly as the sector recovers from the effects of the COVID-19 pandemic Many hotels faced significant challenges during this period, and as the industry rebounds, there is a heightened focus on attracting guests and regaining market share.
Luxtery Hotel has various amenities and services for guests' different needs, including a conference room for business meetings, wedding receptions, and gala dinners Additionally, the dining room can accommodate up to 150 dinners, offering a diverse menu of Western and Eastern cuisine prepared by top gourmet chefs The hotel also has a coffee shop and a bar for guests to enjoy drinks and cocktails Other facilities and services include a gym, karaoke room, souvenir shop, laundry service, free bike rental, tour booking service, and a spa offering body massages.
The hotel's motto is "serve with a smile," reflecting its dedication to providing guests with a welcoming and comfortable atmosphere The hotel's staff is professional, courteous, and experienced, undergoing extensive training to ensure exceptional service Luxtery Hotel aims to be the preferred choice for travelers visiting Da Nang, whether for business or leisure The hotel values guests' feedback and trust, continually striving for perfection to provide an excellent guest experience.
The organizational structure of the 4-star hotel is arranged in levels of responsibility and functions as follows:
General Manager: oversees all operations and is responsible for the financial success of the hotel.
Director of Operations: responsible for overseeing the overall operations of the hotel and ensuring that all departments work together seamlessly to achieve the hotel's goals.
Financial Controller: responsible for managing the hotel's finances, including budgeting, forecasting, and financial reporting.
Front Office Manager: responsible for guest services, including reservations, check-ins, check-outs, and concierge services.
Housekeeping Manager: responsible for cleaning and maintaining guest rooms, public areas, and laundry services.
Food and Beverage Manager: responsible for managing the hotel's restaurants, bars, and banquet facilities.
Sales and Marketing Manager: responsible for attracting and retaining guests through advertising, promotions, and public relations.
Maintenance Manager: responsible for ensuring the hotel's facilities and equipment are well-maintained.
Human Resources Manager: responsible for managing the hotel's staff, including recruitment, training, and compliance with labor laws.
Security Manager: responsible for ensuring the safety and security of guests and employees, including monitoring the premises, managing access control, and responding to emergencies.
Front Office Staff: responsible for providing exceptional guest services,including managing reservations, check-ins, and check-outs.
Housekeeping Staff: responsible for cleaning and maintaining guest rooms, public areas, and laundry services.
Food and Beverage Staff: responsible for preparing and serving food and beverages to guests.
Sales and Marketing Staff: responsible for attracting and retaining guests through advertising, promotions, and public relations.
Maintenance Staff: responsible for ensuring the hotel's facilities and equipment are well-maintained.
Human Resources Staff: responsible for managing the hotel's staff, including recruitment, training, and compliance with labor laws.
Security Staff: responsible for maintaining a safe and secure environment for guests and employees, including monitoring access control and responding to emergencies.
Overall, each level of the organizational structure has specific duties and responsibilities that contribute to the overall success of the hotel The management team works together to ensure the hotel meets its financial goals while providing a high level of service to guests.
The Luxtery Hotel has more than 100 luxury rooms and apartments,built to strict international standards for architectural design in the luxury hotel industry The hotel is equipped with modern and high-quality facilities,including a burglar system, fire alarm, air conditioning, safety box, large 40- inch TV with 20 international channels and a movie channel on demand, and luxurious bathrooms This means that the hotel can meet a diverse range of customer requests Additionally, high-speed Wi-Fi is available for clients to access, allowing them to work or stay in touch with friends all over the world. The hotel also has a direct telephone line to the Reception department, enabling prompt and immediate response to customer requests There are six types of rooms with different arrangements, providing customers with many choices to choose from
Table 1: Types of rooms in Luxtery Hotel
Types Quantity Guests Price Area
Restaurant - The hotel has a fine dining restaurant that offers a variety of cuisines and a diverse wine selection.
Bar - The hotel's bar serves premium drinks, cocktails, and snacks in a sophisticated and relaxed atmosphere.
Spa - Luxtery offers an extensive range of spa treatments, including massages, facials, and body treatments, to help guests relax and rejuvenate.
Meeting and Event - The hotel offers meeting and event spaces that can accommodate small to large groups for corporate events, weddings, and other special occasions.
Gym - The hotel's gym is fully equipped with modern fitness equipment and offers personal training sessions to help guests stay fit and healthy during their stay.
Rooftop Swimming Pool - The hotel's rooftop swimming pool offers stunning views of the surrounding city and is the perfect place to relax and soak up the sun.
Overall, Luxtery's services are designed to provide guests with a luxurious and memorable experience during their stay at the hotel.
3.2.1 Overview of the Housekeeping Department
The housekeeping department at Luxtery Hotel consists of 20 employees, including a housekeeping manager, supervisors, room attendants,and public area attendants The hierarchical structure observed in the department was as follows: the housekeeping manager is responsible for overseeing the entire department, supervisors manage small teams of room and public area attendants, and attendants report directly to their respective supervisors.
Figure 3.3: Luxtery’s Housekeeping Department Organization
At Luxtery Hotel, the housekeeping department is structured to ensure efficient workflow and clear lines of communication between different positions The specific responsibilities and duties of each position within the department are as follows:
(1) Housekeeping Manager: The housekeeping manager is responsible for overseeing the entire housekeeping department, ensuring smooth operations, and maintaining high service quality standards Their key duties include:
Developing and implementing department policies and procedures
Monitoring and evaluating staff performance
Creating work schedules and managing staff allocations
Coordinating with other departments to address any guest-related issues
Managing the department budget, including purchasing and inventory control
Ensuring adherence to health, safety, and sanitation regulations
Conducting regular inspections and implementing quality control measures
(2) Housekeeping Supervisors: Housekeeping supervisors manage small teams of room and public area attendants, ensuring that their tasks are completed efficiently and to the required standards Their main responsibilities include:
Assigning daily tasks to attendants, such as room cleaning and public area maintenance
Providing training, guidance, and support to attendants
Inspecting rooms and public spaces to ensure cleanliness and proper maintenance
Handling guest complaints and concerns related to housekeeping services
Reporting any maintenance or repair issues to the appropriate department
Assisting the housekeeping manager in staff performance evaluations and inventory management
(3) Room Attendants: Room attendants are responsible for maintaining the cleanliness and comfort of guest rooms Their primary duties involve:
Cleaning and tidying guest rooms, including making beds, dusting, vacuuming, and sanitizing bathrooms
Replenishing amenities such as toiletries, towels, and linens
Inspecting and reporting any damages or maintenance issues in guest rooms
Following hotel policies and procedures regarding guest privacy and security
Communicating with supervisors about the completion of assigned tasks and any issues encountered
(4) Public Area Attendants: Public area attendants focus on maintaining the cleanliness and orderliness of the hotel's common spaces, such as lobbies, restaurants, meeting rooms, and restrooms Their key responsibilities include:
Cleaning and tidying public spaces, including vacuuming, dusting, polishing, and sanitizing surfaces
Emptying trash receptacles and managing the waste disposal
Maintaining the cleanliness and sanitation of restrooms
Ensuring that furniture and decor in public spaces are well-maintained and arranged appropriately
Reporting any damages, maintenance issues, or safety hazards to supervisors
Assisting in setting up and breaking down event spaces as needed
By clearly defining the responsibilities and duties of each position within the housekeeping department, Luxtery Hotel can ensure efficient operations, seamless communication, and consistently high service quality.
3.2.2 Educational backgrounds of the Housekeeping Department’s Staff
The housekeeping department at Luxtery Hotel is made up of employees who have different educational backgrounds, which reflects the various roles and duties within the department Here are the educational levels of the housekeeping staff.
Table 2: Educational levels of the housekeeping staff
Bachelor's Degree in Hospitality Management 1
Diploma or Associate Degree in Hospitality Management 3
Vocational Training in Housekeeping or Hospitality Services 5
High School Diploma or Equivalent 11
Housekeeping Manager: This role requires a bachelor's degree in hospitality management or a related field, with a focus on housekeeping operations and management The manager may also have additional certifications or diplomas in housekeeping management, sanitation, or safety. Their education provides them with the knowledge and skills needed to oversee the department and ensure high service quality.
Housekeeping Supervisors: Typically, supervisors have a diploma or an associate degree in hospitality management or a related field, with a focus on housekeeping services Some supervisors may have a bachelor's degree in hospitality management, depending on their experience and the hotel's requirements They may also have completed specialized training or certifications in housekeeping, customer service, or safety procedures These qualifications enable them to manage and support their teams effectively.
Room Attendants and Public Area Attendants: These attendants usually have a high school diploma or equivalent, with some having completed vocational training programs in housekeeping or hospitality services. Although a higher level of education may not be necessary for these positions, Luxtery Hotel may provide in-house training programs and workshops to enhance the attendants' skills and knowledge This training ensures that the attendants can offer high-quality service and follow the hotel's standards and procedures.
Overall, the housekeeping staff at Luxtery Hotel have various educational backgrounds that suit their respective roles and duties The hotel invests in the continuous training and development of its employees to ensure that they deliver exceptional housekeeping services and maintain a high level of guest satisfaction.
ANALYSIS AND EVALUATION
4.1.1 Luxtery’s visitor statistics during the period of 2021-2022
The data highlights the distribution of domestic and international tourists and the changes in visitor numbers between the two years.
The number of visitors and tourists coming to Da Nang increased rapidly since the end of the first quarter of 2022 Many areas and attractions experienced a surge in visitors, with the average room occupancy rate on weekends reaching 70-75% Luxtery Hotel also enjoyed a significant increase in the number of customers during this period The table below provides a breakdown of the number of visitors by tourist type in 2021 and 2022:
Statistics show that Luxtery Hotel also enjoyed an uproar increase in the number of customers.
Table 3: Number of visitors in 2019-2022
As illustrated in the table, the majority of visitors to Luxtery Hotel were domestic tourists In 2021, domestic tourists accounted for 99.17% (1,986) of the total visitors, while international tourists made up only 0.83% (42) In
2022, the proportion of domestic tourists increased slightly to 99.65%(4,762), while the proportion of international tourists decreased to 0.35%(207).
Figure 4.1: Percentage of Inbound and outbound visitors
The visitor statistics for Luxtery Hotel during 2021-2022 indicate a strong preference for domestic tourists, with a minor presence of international tourists Although the total number of visitors decreased in 2022 compared to
2021, the hotel continued to attract a large number of domestic tourists. Moving forward, Luxtery Hotel may consider strategies to further cater to the domestic market while exploring opportunities to attract more international tourists.
Understanding the ratio between the number of visitors and housekeeping staff can give valuable insight into the overall quality of service provided by the housekeeping department at Luxtery Hotel.
Based on the above data, Luxtery Hotel had 2,028 visitors in 2021, with the vast majority being domestic tourists In 2022, the number of guests increased substantially to 4,969 visitors, with domestic tourists still constituting the majority During this time, the hotel employed a housekeeping staff of 20.
A higher guest-to-staff ratio can sometimes imply a decreased quality of service, as there are more rooms to clean and maintain, and more guest requests to handle per staff member Conversely, a lower ratio could imply a higher quality of service, as staff can devote more time and attention to each guest and room It's essential to strike a balance that maintains service quality while ensuring the housekeeping staff isn't overworked or understaffed.
The number of visitors to Da Nang is expected to increase by 15 - 20% in 2023 in comparison with the previous year It is, therefore, a big challenge for Luxtery Hotel and its staff The Housekeeping services should be embraced for the upcoming months.
To evaluate the effectiveness and quality of Luxtery Hotel's housekeeping services and practices, an on-site observation was performed. The purpose of this analysis was to pinpoint areas of strength and opportunities for improvement with a particular focus on cleanliness, organization, staff performance, and guest satisfaction The following sections provide a breakdown of the observations and findings obtained during the on- site visit.
4.1.2 Evaluation of Cleanliness and Maintenance of Guest Rooms
During the observation, it was observed that guest rooms at LuxteryHotel were always clean, visually pleasing, and well-kept Room attendants followed a structured cleaning process that covered all areas of the room,including making the bed, wiping surfaces, vacuuming the floor, and disinfecting the bathroom Guests were ensured a comfortable stay because amenities such as toiletries, towels, and linens were replenished when needed.
Despite having a strong track record of cleanliness and maintenance, a recent review on TripAdvisor surfaced indicating some challenges in these areas This issue arose during an unusually busy period, and the hotel's housekeeping staff was significantly overworked The particular issues raised involved dirty carpets, dust build-up, and faulty amenities, which underscored a temporary lapse in the systematic cleaning process.
Figure 4.2: A negative review of Luxtery’s services on TripAdvisor
Additionally, it was evident that the hotel was committed to following enhanced cleaning and sanitation protocols to ensure safety during the ongoing pandemic The housekeeping staff paid close attention to detail, and this was reflected in the cleanliness of the guest rooms.
4.1.2.1 Evaluation of Systematic Cleaning Process
The room attendants at Luxtery Hotel followed a systematic cleaning process that ensured all areas of the guest rooms were thoroughly cleaned and sanitized This process involved:
Making Beds: Attendants made beds with crisp, fresh linens and arranged pillows and cushions in an aesthetically pleasing manner. Beds were also checked for any signs of wear or damage, with any necessary replacements made promptly.
Dusting Surfaces: All surfaces, including furniture, fixtures, and decorative items, were dusted and polished to remove any dirt, dust, or fingerprints For example, room attendants paid particular attention to commonly touched areas, such as light switches, door handles, and remote controls, ensuring they were spotless and germ-free.
Figure 4.3: A room attendant at work
Vacuuming Floors: Floors were vacuumed thoroughly, with special care taken to reach corners and areas under furniture In rooms with hardwood or tiled flooring, attendants used appropriate cleaning methods, such as damp mopping, to maintain the floor's appearance and prevent damage.
Sanitizing Bathrooms: Bathroom surfaces, including sinks, toilets, bathtubs, and shower stalls, were sanitized using appropriate cleaning agents Grout lines, faucets, and drains were also inspected and cleaned to prevent mold and mildew buildup.
4.1.2.2 Evaluation of Replenishment of Amenities
To ensure a comfortable stay for guests, Luxtery Hotel provided a range of amenities in guest rooms, which were replenished as needed These included:
Toiletries: High-quality toiletries, such as shampoo, conditioner, body wash, and soap, were provided in attractive, eco-friendly packaging.
Figure 4.4: Reusable packaging of toiletries
Towels: Soft, absorbent towels were available in various sizes, including bath towels, hand towels, and washcloths Towels were replaced daily or upon guest request, in line with the hotel's commitment to sustainability.
DIFFICULTIES AND RESOLUTIONS
While the cleanliness and maintenance of guest rooms were generally found to be of high quality, the housekeeping staff may face challenges related to time constraints and heavy workloads during peak periods This can result in increased pressure on the staff to maintain the same level of service, potentially leading to inconsistencies in room cleanliness or delays in completing cleaning tasks
5.1.1 Cleanliness and Maintenance of Guest Rooms
One of the difficulties faced by Luxtery's housekeeping services in maintaining guest room cleanliness is ensuring that the systematic cleaning process is consistently followed, especially during busy periods or when there is a shortage of staff The time constraints can lead to some steps being rushed or overlooked, which might result in inconsistencies in the cleanliness of guest rooms Additionally, the increased workload could lead to staff fatigue, which might also affect the overall quality of the cleaning process.
Another difficulty faced by Luxtery's housekeeping services is related to the replenishment of amenities During peak occupancy periods, there is a higher demand for amenities such as toiletries, towels, and linens Ensuring that these are adequately stocked and replenished on can be challenging, especially when the housekeeping staff is already dealing with a high volume of cleaning tasks Furthermore, the risk of running out of essential supplies during busy periods could lead to guest dissatisfaction and negative feedback.
Enhanced Cleaning and Sanitation Protocols
In light of the ongoing pandemic, Luxtery Hotel has implemented enhanced cleaning and sanitation protocols to ensure the safety and well- being of its guests While these measures are crucial, they also place additional demands on the housekeeping staff Adhering to these strict protocols requires extra time, effort, and resources, which can be challenging when the staff is already facing increased workloads during busy periods. Additionally, maintaining the necessary supplies of cleaning and sanitizing products can be a logistical challenge, particularly during times of high demand or supply chain disruptions.
One of the difficulties faced by Luxtery's housekeeping services is staff turnover High staff turnover rates can lead to a loss of experienced employees and increased costs related to recruitment, onboarding, and training of new hires Additionally, when new staff members join the team, they may require additional support and guidance from their supervisors, which can place further strain on the department's resources and overall efficiency.
Language barriers can pose a challenge for the housekeeping staff atLuxtery Hotel, particularly when interacting with international guests.Misunderstandings or miscommunications may arise due to language differences, which can impact the quality of service provided to guests In addition, language barriers can also affect communication within the housekeeping team, potentially leading to confusion or delays in carrying out tasks.
Ensuring that the housekeeping staff is adequately trained and up-to- date with industry standards and best practices is essential for maintaining high-quality service However, providing ongoing training can be challenging, especially when there is a need to balance training time with the staff's regular work duties Additionally, training programs can be costly and require dedicated resources, which may be difficult to allocate during times of financial constraint or during peak periods when staff is needed to meet increased demand for housekeeping services.
Adapting to New Procedures and Technologies
The hospitality industry is constantly evolving, and housekeeping staff must be able to adapt to new procedures and technologies to maintain high standards of service This can be challenging for some staff members, particularly those who are less technologically inclined or have difficulty adjusting to change The process of adopting new systems or equipment can also require additional training and support, placing further demands on the department's resources.
5.1.3Cleanliness and Maintenance of Public Areas
One of the main difficulties faced by Luxtery's housekeeping services in maintaining the cleanliness of public areas is the high foot traffic these spaces experience Lobbies, restaurants, meeting rooms, and restrooms are often frequented by guests and visitors, leading to a continuous need for cleaning and maintenance Managing the cleanliness of these areas amidst high foot traffic can be challenging, as housekeeping staff must work efficiently to address spills, waste disposal, and furniture rearrangement while minimizing disruption to guests.
Another challenge in maintaining the cleanliness of public areas is scheduling and workload distribution Public areas require regular attention throughout the day, which can be difficult to manage given the varying levels of demand during different times Balancing the need to maintain public spaces while also ensuring that staff members can attend to their other duties, such as cleaning guest rooms, can be challenging This requires effective scheduling and workload distribution to avoid staff burnout and to ensure that all areas receive the necessary attention.
Unexpected events and emergencies, such as spills, accidents, or equipment malfunctions, can pose challenges for the housekeeping staff responsible for maintaining public areas These incidents can occur suddenly and require immediate attention, which may disrupt the staff's planned tasks and schedules In such situations, the housekeeping team must be able to respond quickly and effectively to address the issue, minimize disruption to guests, and ensure the continued cleanliness and functionality of the public spaces.
Maintaining High Standards of Cleanliness
Lastly, maintaining high standards of cleanliness in public areas can be challenging due to the diverse range of surfaces, materials, and finishes used throughout the hotel Different cleaning methods and products may be required for various surfaces, and housekeeping staff must be knowledgeable about the appropriate techniques to use in each situation Ensuring that all staff members are trained in the correct cleaning and maintenance procedures can be time-consuming and resource-intensive, but it is essential to preserve the hotel's appearance and ensure guest satisfaction.
One of the difficulties faced by Luxtery's housekeeping services in ensuring guest satisfaction is managing the diverse expectations of their guests Different guests have varying preferences and needs, which can be challenging for housekeeping staff to accommodate Understanding and meeting the unique requirements of each guest while maintaining consistency in service quality can be a demanding task, requiring the staff to be adaptable and proactive in their approach.
Handling complaints and issues effectively is crucial for maintaining guest satisfaction However, addressing such concerns can be challenging for housekeeping staff, as they must balance the need to resolve issues promptly with their other duties and responsibilities Additionally, the housekeeping team may face situations where they must deal with multiple issues simultaneously, requiring efficient time management and prioritization skills.
Effective communication is essential for ensuring guest satisfaction and positive interactions between housekeeping staff and guests However, some staff members may face difficulties in expressing themselves clearly,especially when dealing with international guests who speak different languages Miscommunications can lead to misunderstandings or dissatisfaction among guests, which can negatively impact their overall experience at the hotel.
Balancing Guest Privacy and Service
CONCLUSION AND SUGGESTIONS
This study was done to understand how to improve the quality of housekeeping services at Luxtery Hotel By observing the hotel and reading guest reviews online, we learned a lot about what is currently being done well and where improvements can be made The research showed that there are several important things to focus on to make the housekeeping department better, including training and developing staff, communicating better, using new technology, being consistent in service, and keeping employees Based on these findings, we made some recommendations for the hotel to follow so they can keep getting better.
Luxtery Hotel needs to keep in mind that the hospitality industry is always changing This means that guest expectations and technology are always evolving Therefore, the hotel needs to keep an eye on its performance, make changes to its strategies, and adopt innovations to maintain a high level of service quality and guest satisfaction By doing so, the hotel can compete well in the market and continue to provide its guests with memorable experiences.
While the study on Luxtery Hotel's housekeeping service is extensive, it has certain limitations that must be acknowledged The first limitation is the limited scope of the study, which only focused on Luxtery Hotel in Da Nang,Vietnam As such, the findings may not be apply to other hotels or housekeeping services in different locations or contexts Additionally, the on- site observation period may not have been long enough to capture the
Moreover, the evaluation of Luxtery Hotel's housekeeping service quality was based on the researchers' subjective interpretations, which may have been influenced by personal biases or preconceptions Finally, the study primarily relied on qualitative data from on-site observations and interviews, which may have limited the ability to draw definitive conclusions or identify trends in the housekeeping department's performance.
Luxtery Hotel can further enhance its service quality and guest experience by implementing comprehensive training programs that focus on essential skills, language, cross-cultural training, and customer service. Investing in an integrated communication system and organizing regular interdepartmental meetings can streamline communication and coordination between departments, ultimately leading to better collaboration and improved efficiency In addition, offering personalized services based on guest preferences and needs, coupled with proactive guest engagement, can create memorable experiences for guests.
Continuous monitoring and evaluation of service quality through guest feedback and internal quality audits can help identify areas for improvement and maintain adherence to established standards Adopting advanced cleaning technologies and environmentally friendly practices can elevate the efficiency and effectiveness of housekeeping services while reducing the hotel's environmental footprint By embracing these strategies, Luxtery Hotel can maintain its competitive edge in the hospitality industry and cater to the evolving needs and preferences of its guests.
6.4 Suggestions for English Faculty of Duy Tan University
To better prepare students for careers in the hospitality industry, Duy Tan University's English Faculty should create and offer English courses designed for the hospitality sector These courses should prioritize practical communication skills and cross-cultural training By incorporating activities like role-playing and simulations, students can practice using English in real- life hospitality situations This will help them prepare for their interactions with international guests and colleagues in their future careers.
Collaborating with industry partners is crucial for developing English language learning programs that meet industry needs and standards By working closely with hotels and other hospitality organizations, the EnglishFaculty can
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