Service delivery challenges facing the housekeeping departments in hotels with chain affiliation in Harare
Journal Title: International Journal of Physical and Social Sciences (IJPSS) - Year 2012, Vol 2, Issue 6
Abstract
Research elsewhere, within Tourism and Hospitality industry has shown that service delivery in the hotel departments influences the guest‟s choice of a hotel and the ultimate room and bed occupancy. Housekeeping is one of the departments within the rooms division of a hotel that maintains the guestrooms, public areas and provides a range of services required by guests. To that end the quality of service in this department should be acceptable and in conformance to customer specifications so as to encourage repeat business. The researcher raised an argument on the proposition that the hotel establishment‟s quality of service delivery is dependent on its expertise in housekeeping operations. This article is on service delivery challenges facing the housekeeping departments in hotels with chain affiliation in Harare. The study was carried out against the background of a considerable decrease in bed and room occupancies in hotels with chain affiliation in Harare, coupled with a remarkable exodus of hotel employees leading to constant recruitment of new employees in hotels where study was carried out.
Authors and Affiliations
Miriam Mbasera
Keywords
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