The Role of Housekeeping Department Towards Guest Satisfaction in Isola Sacra Hotel, Italy

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 Isola Sacra Hotel in Italy. 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 Isola Sacra Hotel, Italy. 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.