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UNIVERSITY OF CAGAYAN VALLEY

SCHOOL OF HOSPITALITY MANAGEMENT

Chapter 1

THE PROBLEM AND ITS BACKGROUND

Introduction

Housekeeping can be defined as the provision of

hygienic service and a sanitary environment. It is the

responsibility of the housekeeping department and their

employees in the hotel to provide services in their

respective areas of work, e.g., the chef in the kitchen, the

restaurant manager or head waiter 'housekeepers' in the

restaurant, and the general manager is responsible for the

hotel as a whole (Mohammad, Lathwal, Koushal, & Sharma,

2022) .

Choy, Cheng, and Yu (2021) reported that the housekeeping

division not only prepares spotless guestrooms, especially

for hotel guests, but also maintains a hygienic environment

in housekeeping by preserving a neat, welcoming, and secure

atmosphere. However, every employee should be concerned with

the availability of these services in their respective

division. For example, the general manager is responsible

for overall administration, whereas the chef is the

"housekeeper" in the kitchen. In an establishment, the

"housekeeper" is the restaurant manager or chief server.

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Everything within the hotel to ensure that it is hospitable

and appealing to guests. The contribution of guest

satisfaction to the success of a hospitality business is

crucial (Lee, Cai, DeFranco, and Lee, 2020).

Customer satisfaction is the perception that expectations

are met or exceeded. When a customer is not satisfied with

the offered services, there is no longer any business.

Guests' expectations are not met if all business activities

do not satisfy the required standards and if the services

provided are not exceptional (Parker & Simpson, 2018).

To achieve guest satisfaction, it is essential to anticipate

and identify guests' requirements in order to fulfill them.

Businesses that can swiftly identify, comprehend, and meet

the demands and expectations of their guests generate higher

revenues than those that cannot do so (Priyo, Mohamad, &

Adetunji, 2019).

The housekeeping department can make clients satisfied and

more likely to return or refer others, thereby increasing

the hotel's profit. The top management's primary objective

is to increase consumer satisfaction. It was suggested that

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hotels develop housekeeping department standards that will

bring uniformity to virtually all hotels in the country.

Guest satisfaction is a crucial factor influencing the

performance of the hospitality industry; it is widely

recognized as the primary driver of consumer loyalty. The

increased level of passenger satisfaction leads to repeat

purchases and positive word-of-mouth publicity, which

increases revenue.

According to Chen, Wei, Wei, Huang, and Su's report from

2021, the hospitality industry remains stable based on how

they serve their visitors. Quality is something that many

guests seek for in any service. Service quality may be

defined as consistently meeting visitors' expectations.

Three departments comprise the hospitality services:

reception, food and beverage, and maintenance.

Bhatnagar and Nim (2019) observed that hotel guests view

housekeeping satisfaction as more important than

satisfaction in the reception and food and beverage

departments when deciding whether or not to return to the

hotel or recommend it to others. Among the various

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adjustments and enhancements hotels implement to increase

occupancy and customer satisfaction, maintenance is

recognized as a key revenue generator (Wai & Shih, 2022).

Housekeepers are responsible for cleaning and notifying the

householder or manager in charge of any safety concerns

(Kamin-Patterson, 2022). They must perform tasks such as

vacuuming, sweeping, emptying trash cans, dusting shelves,

wiping windows, and mopping flooring. How pleased and

pleased your visitors are with your products and services

constitutes the evaluation of their satisfaction. It is

determined by quality, quantity, and velocity. The

importance of customer satisfaction cannot be overstated.

There is a direct correlation between customer satisfaction

and hotel revenue (Lke, Kovács, & Bacsi, 2018). The first

step in housekeeping duties is to inspect a room following

check-out, sanitize it according to hotel standards, and

restock the room's supplies. As soon as a new guest arrives,

the hotel can reaffirm how it treats guests and create a

positive impression by attending to their needs promptly,

cheerfully, and professionally.

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Guest satisfaction is a crucial factor in determining the

success of a hospitality enterprise. Customer loyalty is

acknowledged to be primarily motivated by customer

satisfaction. The contentment of a guest is their perception

that their expectations were met or exceeded. Thus, the

purpose of the research is to investigate the contribution

of the housekeeping department to guest satisfaction.

Conceptual Framework
The housekeeping department in a hotel ensures the
cleanliness, maintenance, and aesthetic appeal of all rooms,
public areas and surroundings. They not only prepare clean
guestrooms on a timely basis for arriving guest but also
clean and maintain everything in the hotel so that it is as
fresh and attractive as possible and also to maintains
hygienic environment in housekeeping by preserving a neat,
welcoming and secure atmosphere. They must perform tasks
such as bed make up, vacuuming, sweeping, emptying trash
cans, dusting shelves, swiping windows, mopping the floor.
How please and pleased your visitors are with your services
constitutes the evaluation of their satisfaction. The level
of guest satisfaction is the product of the hospitality of
the hotel and its employees. The housekeeping department is
mainly in charge of the rooms wherein the guests desire to
stay. With the above statements, housekeeping department are
expected to perform their role to give the satisfaction of
the guest, this study was guided by the paradigm in figure
1.
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INPUT PROCESS OUTPUT

1. Profile of the 1. Profile of the

General respondents General respondents
in terms of: in terms of:
1.1. Age 1.1. Age
1.2. Gender 1.2. Gender
1.3. Civil 1.3. Civil
Status Status
1.4. Highest 1.4. Highest
Educational Educational
Attainment Attainment Determined level
1.5 Relevant 1.5 Relevant
of guest
Training Training
Attended. satisfaction in
Attended.
the hotel and
expertise of
2. Level of 2.Evaluate the level service
satisfaction on the of satisfaction on providers -
Hotel services the Hotel services Respondents.
provided by the provided by the
Housekeepers as Housekeepers as
assessed by assessed by
themselves and the themselves and the Identified
Guest-respondents Guest-respondents in training
in terms of: terms of: programs to
2.1. Guest 2.1. Guest Room
compensate the
Essentials and 2.2. Public
Room Contents Area shortcomings of
2.2. Tabulate and the service
Housekeeping interpret the data providers –
Services gathered using Respondents.
2.3. Hotel Percentage Frequency
Characteristic Count, Mean
s Assessment, T-test
3.Difference and ANOVA.
between the
assessment of the Analyze the data
groups of gather to come up
respondents on the with a conclusion
level of and recommendation.
satisfaction on
Hotel Services
provided to the
guest respondents.
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Figure 1: The Paradigm Showing the

FEEDBACK Relationship of the
Variables in the Study

The paradigm of the study includes input, process, and

output. The input part contains the profile of the General
Housekeepers respondents by area of housekeeping
department and as a whole in terms of age, gender, civil
status, highest educational attainment, Relevant Training
attended. All the items included here will be the basis of
the researcher in gathering the required data. In addition,
the assessment on the Level of satisfaction on the Hotel
services provided by the Housekeepers as assessed by
themselves and the Guest-respondents and the Difference
between the assessment of the groups of respondents on the
level of satisfaction on Hotel Services provided to the
guest respondents was part of the input.
On the other hand, the next part demonstrates the
process will be done to answer the specific problems of the
study. This includes the Floating of questionnaire to the
respondents, Assessing the profile of the respondents,
Evaluate the level of satisfaction the hotel services by the
respondents provided by the housekeepers, Tabulation and
interpretation the data gathered using Percentage, Frequency
Count, Mean Assessment, T-test and ANOVA and Analyze the
data gather to come up with a conclusion and recommendation.
The output part shows the intended results achieved by the
study. These outputs are Determined level of guest
satisfaction in the hotel and expertise of service providers
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and identified training programs to compensate the

shortcomings of the service providers.

Statement of the Problem

The main purpose of this study is to determine the role

of Housekeeping Department towards guest satisfaction in
selected hotels in Santa Ana, Cagayan Calendar year 2021-
2022.

Specifically, it will seek to answer the following

questions:

1. What is the profile of the Housekeepers-respondents in

terms of:
1.1. Age
1.2. Gender
1.3. Civil Status
1.4. Highest Educational Attainment
1.5 Relevant Trainings Attended
2. What is the profile of the guest-respondents in terms
of:
1.1 Age
1.2 Gender
1.3 Civil Status
1.4 Highest Educational Attainment

3.What is the level of satisfaction on the Hotel services

provided by the Housekeepers as assessed by themselves
and the Guest-respondents in terms of:
2.1. Guest Room
2.2. Public Area
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4.Is there a significant difference between the

assessment of the groups of respondents on the level of
satisfaction on Hotel Services provided to the guest
respondents related above?
5. In what Hotel service/s do the guest-respondents not
satisfied?
6. What measures can be proposed to address the Hotel
service/s where the respondents are not satisfied?

Hypothesis

The study is guided by the lone hypothesis:

1. There is no significant difference between the
assessment of the groups of respondents on the level
of satisfaction on Hotel Services provided to the
guest respondents related above.

Significance of the Study

This study will gather information on how Housekeeping

Departments services affects the level of guest
satisfaction. This study will benefit the following:

Guest. To be informed about the services of the selected

hotels in Santa, Ana. Cagayan.

Housekeepers. will have additional information and knowledge

based on this study. Encouragement will be bestowed to them
upon knowing how their services affects the satisfaction of
guest.
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Researchers. Through this study, researchers may able to

find out what are the role of housekeeping department
towards guest satisfaction in the hotel.

Future Researchers. The researcher will have additional

information and they can use it as a future basis.

Scope and Delimitation of the Study

This study, Role of housekeeping department towards

guest satisfaction in the selected hotel in Santa. Ana,
Cagayan. The study will be conducted with a specific time
frame, which will be determined based on the availability of
the participants and the researcher. The participants of
this study will involve 42 guest’s respondents who stayed in
the selected hotels and 4 Housekeepers in each establishment
which are the Bluecoast Hotel and Nassim Hotel in the
Municipality of Santa. Ana, Cagayan. Calendar year 2021-
2022. The study will focus on the role of housekeeping
towards guest satisfaction.

Definition of Terms

For the purpose of clarification, the important terms used

in this study are defined:
Guest. This refers to a person who staying in the hotel.

Guest Essentials. This refers to the guest room supplies are

considered as guest essentials. The housekeeping staff
places the following standard supplies in the guest room.

Hospitality Industry. This refers to the entire

establishment in the practicing of entertainment of visitors
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with kindness. Hotel. A building, edifice or premises or a

completely independent part thereof, which is use for the
regular reception, accommodation or lodging of travelers and
tourists and the provision of services incidental thereto
for a fee.

Hotel. This refers to a building, edifice or premises or a

completely independent part thereof, which is use for the
regular reception, accommodation or lodging of travelers and
tourists and the provision of services incidental thereto
for a fee.

Hotel Characteristics. This refers to the hospitality

industry, which consists of hotels, has witnessed growing
popularity and attention trend over recent years. Despite
this service quality increase, outstanding attributes
distinguish the excellent hotels from the mediocre ones. In
a hotel where these qualities are sufficiently present,
travelers from far and wide won’t mind visiting the hotel
either for a vacation tour, dinner party, or a private
meeting where they look forward to enjoying such a hotel’s
rich qualities. Below are some of these distinctive features
that characterize an excellent hotel.

Housekeeper. This refers to the employee in the hospitality

industry responsible for keeping the rooms and hotel clean.

Housekeeping Department. This refers to the department that

is responsible for keeping the hotel clean. It maintains the
overall appearance of the rooms and the maintenance of all
public areas. Also, this department provides laundry and
dry-cleaning service. Guest expect very high-level
cleanliness. Housekeeping department plays important role in
maintaining this expectation. According to Kandampully
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(2011), “satisfaction with housekeeping is operationalized

according to the guest perception of the staff’s willingness
and ability to provide service, room amenities and room
comforts.

Housekeeping Services. This refers to the Housekeeping

Services means regular and daily cleaning, sweeping,
dusting, hovering, vacuuming, moping, and wiping of rooms/
toilets/corridors/living areas/public areas/ yards and
premises and dusting/vacuuming/cleaning of furniture,
partitions, wooden cabin walls, railings, doors, windows &
venetian blinds, racks, sofas, computers, telephones,
curtains, wall mounted fans etc. The housekeeping services
also include bed making in rooms and all allied services for
making rooms fit for occupation on a daily basis and also on
as and when required basis. It also includes routine
daily/pest control activities in rooms/toilets/public
areas/yards and premises and regular disposal of
garbage/waste. It also involves outdoor chores, such as
removing leaves from rain gutters, washing windows, and
sweeping doormats.

Profile of respondents. This refers to the Basic information

about the respondents.
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Chapter 2

REVIEW OF RELATED LITERATURE AND STUDIES

This section will discuss the findings of related

literature of the Role of the Housekeeping Department
towards Guest satisfaction in the selected Hotels in Santa
Ana, Cagayan. This will contain information based on the
written books, researchers reading, previous studies, and
published thesis that is relevant to the study to give a
better understanding about guest satisfaction in the hotel.

Related Literature
According to Bhatnagar and Nim (2019), the operational

maintenance department of a hotel is responsible for

maintaining the rooms, public spaces, back regions, and

aesthetics. The sale of lodging, food, refreshments, and

ancillary services such as laundry, spas, and exercise

facilities contribute to the profitability of a hotel. At

least fifty percent of these transactions are attributable

to lodging sales. The majority of the hotel's profit margin

is derived from room sales, since a room can be redeveloped

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and resold. The effort made by a hotel's housekeeping

personnel to provide a guest with a comfortable room has a

direct effect on the quality of that guest's stay. The

hotel's accommodations are its primary attraction. In

addition to rapidly preparing clean rooms for arriving

guests, the housekeeping staff routinely cleans and

maintains the entire hotel to keep it looking as welcoming

and spotless as the day it first opened. Therefore,

housekeeping is an activity that significantly enhances the

reputation of a residence. The first step in housekeeping

duties is to inspect a room following check-out, sanitize it

according to hotel standards, and restock the room's

supplies. As soon as a new guest arrives, the hotel can

reaffirm how it treats guests and create a positive

impression by attending to their needs promptly, cheerfully,

and professionally. Andre, Erix, Citra, and Wijaya (2020)

discovered that the hotel's maintenance department cleans

the guestrooms, particularly for hotel guests. Additionally,

the hotel maintains a hygienic environment so that it is

conducive and appealing to its guests. Businesses that meet

the demands and expectations of their customers generate

greater profits than those that cannot decipher and fulfill

them. The housekeeping duties begin with a post-checkout

room inspection, followed by hotel-standard cleansing and

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restocking of the room's amenities. The housekeeping

department can make clients satisfied and more likely to

return or refer others, thereby increasing the hotel's

profit. The top management's primary objective is to

increase consumer satisfaction. The intense level of market

competition in which hospitality sectors such as hotels

operate is one of the primary reasons why service quality

and visitor satisfaction have become so crucial. In the

hotel industry, satisfied visitors are more likely to return

or refer others, resulting in increased revenue. The top

management's primary objective is to increase consumer

satisfaction. The study recommended that hotels develop

housekeeping department standards that will bring uniformity

to virtually all hotels in the United States. In order to

ensure that all customers are satisfied with the hotel's

services and to attract more visitors, hotels should also

implement quality control measures. The management should

monitor the sanitation division to ensure that the necessary

standards are met. Hotels should develop measures for their

maintenance departments that will bring uniformity to the

vast majority of hotels in the United States. The

housekeeping service providers in the hospitality sector

should be encouraged to establish standards that will

include all housekeeping practitioners in the industry and

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serve as an internal regulating body to ensure that the

sector provides quality services for practice and

operations. The hotel administration should continually

devise strategies to ensure that the quality of housekeeping

is maintained and that all required standards are met.

Related Studies
According to a study by Slack, Singh, and Sharma

(2020), the sanitation department is the foundation of any

hotel. In addition to ensuring the cleanliness of the entire

hotel, it also contributes to other hotel operations. The

findings revealed that a housekeeping department could

increase the hotel's profit by making clients happier and

more likely to return or refer others. The top management's

primary objective is to increase consumer satisfaction. Four

hypotheses were confirmed by the empirical data. Decoration

and sanitation were found to have a significant positive

relationship with Guest Satisfaction, while laundry services

were found to have a positive relationship with Return

Business. In addition, it was found that Guest Satisfaction

has a positive correlation with Return Business. It was

suggested that hotels develop housekeeping department

standards that will bring uniformity to virtually all hotels

in the country. In order to ensure that all customers are

satisfied with the hotel's services and to attract more

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visitors, hotels should also implement quality control

measures. The management should monitor the sanitation

division to ensure that the necessary standards are met.

Mey, Akbar, and Fie (2020) conducted research to determine

the impact of service delivery on hotel client satisfaction.

The specific objectives of the study were to examine the

relationship between employee engagement, service quality,

and service culture and visitor satisfaction at the Champion

Hotel in Singapore. The concept of disconfirmation was

utilized in the research. The target audience consisted of

45 employees and visitors of the hotel's housekeeping

department. The investigation employed a straightforward

random sampling method. For data collection from the

participants, both open- and closed-ended questionnaires

were utilized. The research will benefit hospitality

industry policymakers, researchers, and hotel stakeholders.

The research revealed that Champion Hotel's employee

engagement, service quality, service culture, and client

satisfaction were all crucial. It was determined that the

Champion Hotel must implement quality control strategies

that restrict client satisfaction. Due to insufficient

training at the hotel, workers lacked the skills necessary

to perform their duties. The hotel was advised to employ

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quality control tools. These will ensure that every consumer

is satisfied with the hotel's services and attract more

guests. Housekeeping is the upkeep of a clean, inviting, and

safe environment. However, every employee should be

concerned with the availability of these services in their

respective division. For example, the general manager is

responsible for overall administration, whereas the chef is

the "housekeeper" in the kitchen. In an establishment, the

"housekeeper" is the restaurant manager or chief server.

Synthesis

The housekeeping department plays a crucial role in

maintaining the cleanliness and hygiene of a hotel, which

directly impacts the satisfaction of guests and the hotel's

profitability. Studies have shown that maintaining high

standards of sanitation and cleanliness can lead to

increased guest satisfaction and return business. To ensure

that all customers are satisfied with the hotel's services

and to attract more visitors, hotels should implement

quality control measures and develop housekeeping department

standards that bring uniformity to virtually all hotels in

the country. The management should monitor the sanitation

division to ensure that the necessary standards are met, and

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service providers in the hospitality sector should establish

standards that serve as an internal regulating body to

ensure that the sector provides quality services.

Additionally, every employee should be concerned with the

availability of these services in their respective division

to maintain a clean, inviting, and safe environment.

Chapter 3

METHODS AND PROCEDURES

This chapter presents the research design,

respondents of the study, data gathering tool, data
gathering procedures and statistical tool.

Research Design

The descriptive- correlational research design will be

used in this study since its concerning the role of
Housekeeping Department towards Guest satisfaction in the
Hotel. Moreover, correlational design will be utilized since
it determines the relationship variables. There is
substantial relationship between Housekeeping Department and
the Guest Satisfaction level of good quality service and the
experience of guest, the satisfaction of the guest.

Documentary analysis will also be employed for the mean

Housekeeping Department performance of the Guest as
reflected in their experiences during staying at the hotel.
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Respondents of the Study

The primary respondents of the study will be

housekeepers and the guests will be the secondary
respondents on selected hotels. Purposive sampling will be
used in selecting the Guests while total enumeration for the
Housekeepers.
The qualified respondents of the study are those who
stays in the selected Hotels namely: (Blue coast beach hotel
and Nassim hotel and beach resort in the Municipality of
Santa Ana, Cagayan. Those who are check-in for more than 2
days and who experience room service during their stay.

Table 1
Respondents of the study
Respondents Sample(n)
Guests 42
Housekeepers 8
Total: 50

Data Gathering Tool

The questionnaire that will be used in the study will

be based from “Hotel Code from Department of Tourism” The
questionnaires have two parts: Part I, Profiling of the
guest respondents and housekeeping respondents While part
II, will contain relevant question pertaining to the study
being conducted.
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Data Gathering Procedure

The researcher strictly abides to the ethical and legal

standards in the conduct of the study. Permission to conduct
the study was sought from the University’s Institutional
Review Board (IRB) prior to the conduct of the study. The
researcher will get permission from the office of the
University President through channels for the approval of
the study, to administer the questionnaire to the
housekeeping department-respondents before the data
collection commenced.
Then, the researcher asked permission from the Hotel
Management in Santa. Ana Cagayan.
Upon receiving approval, the researcher identified the
respondents through the assistance of the supervisor per
department. After which, consents were sought from the
respondents through a prior informed Consent form after an
explanation was made by the researchers of the nature and
purpose of the study and confidentiality were ensured
throughout the conduct of the study. The inclusion criteria
for this study included informed consent signed by the
respondents, desire to participate in the study, willingness
to share their lived experience and commitment to attend
follow-up discussions.
After confirmation of consent, the researchers gathered
the needed data during the respondent’s most convenient time
through the use of the questionnaire.

Statistical Tools
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The following statistical tools will be utilized to

generate the results of the study:
The researchers will use of frequency counts and
percentage distribution for the profile of the respondents.
Weighted mean will be used in finding out the level of
satisfaction on the hotel services using a modified three-
point scale below:

Numerical Value Range Descriptive Value

3 2.34-3.00 Very Satisfied
2 1.67-2.33 Satisfied
1 1.00-1.66 Not Satisfied

Moreover, t-test will be used for the significant

difference between the assessments of the two groups of
respondents on the level of satisfaction of guests on the
hotel services.
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CHAPTER 4

PRESENTATION, ANALYSIS AND INTERPRETATION OF DATA

CHAPTER V

SUMMARY OF FINDINGS, CONCLUSION AND RECOMMENDATION

BIBLIOGRAPHY

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Bhatnagar, E., & Nim, D. (2019). Impact of Housekeeping

Services and Practices on Customer Satisfaction and Repeat
Business. Prabandhan: Indian Journal of Management, 12(8),
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Cunha, A., & Oliveira, M. (2021, May). Human Resources in

the Housekeeping Department: A Case Study. In ICTR 2021 4th
International Conference on Tourism Research (p. 158).
Academic Conferences International.
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MS, N. I. (2022). IMPLEMENTATION OF SERVICE QUALITY AT THE

HOUSEKEEPING DEPARTMENT OF JAVA VILLAGE RESORT
YOGYAKARTA (Doctoral dissertation, Universitas Gadjah Mada).

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Dev, C. S., & Kumar, P. (2019). A detailed study of the

expected and actual use of hotel amenities. Boston
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https://www.projectclue.com/tourism-and-hospitality-
management/project-topics-materials-for-undergraduate-
students/the-role-of-housekeeping-department-towards-guest-
satisfaction-in-the-hotel
https://scholar.google.com/
https://l.facebook.com/l.php?u=https%3A%2F%2Fwww.hendrix.edu
%2FFacilitiesManagement%2Fdefault.aspx%3Fekfrm
%3D39828%26fbclid
%3DIwAR1Gv8IJO57guSbaRoNt1tEE52Js88qIvqSpYlF0ns5DOBgzT5nzWDU
OQks&h=AT3hhcuKf6-DGBbc1s32t07LoiBbiW5MdU-
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daxEGQfUlTl8b5sGnkiBhdKvjzb5xOqEH83bdfRn0rZaQEXFeua1t7CqldiB
BJyf4B_zvqPNlFHR3xfIDVFbdRhGdDTqwRIVD
https://dictionary.cambridge.org/us/dictionary/english/
guest?fbclid=IwAR1VlT_BdUcXdy-
HlnsLSmWL3G1lbp_42BsNsuM1wOuMIvS1suJC35OSAJI
https://www.visitmyphilippines.com/files/
unc_all_pid_92_tbl_1_7ry4crqhg527f6wos3zr2k.html?
fbclid=IwAR1wS67XGuh58OUoTz2m82FzpeQX3zrIhN8IWJjbk0GRyCkO2Bc
OwFGJAG4
http://www1.searchgate.net/?
tm=1&subid4=1659425112.0235250000&kw=reference+management+da
tabase&KW1=Research%20Paper%20Learning%20Management
%20System&KW2=Reference%20Management%20Software&KW3=Current
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QUESTIONNAIRE FOR HOUSEKEEPERS-RESPONDENTS

Name of Hotel/Guest(Optional): _______________________

Part I. Profile of the General Respondents
1. Age: ________
2. Gender: (_) Male (_) Female
3. Civil Status: (_) Single (_) Married (_) Separated
4. Highest Educational Attainment: ___________________
 5
UNIVERSITY OF CAGAYAN VALLEY
SCHOOL OF HOSPITALITY MANAGEMENT

5. Relevant Training Attended: ___________________

Part II. Level of Guest satisfaction.

Direction: Please read each statement and kindly indicate
your conformity of the following statements by putting check
mark (/) on the appropriate column that represents your
answer. Please be guided by the scale below.
Numerical value Descriptive value
3 Very Satisfied
2 Satisfied
1 Not Satisfied
Guest Room Very Satisfied Not Satisfied
satisfied (2) (1)
(3)
The Bed
make-up is
proper and
linen are
mitered
properly
The Dusting
of furniture
and sweeping
of floor.
Vacuuming of
rugs and
mats and
buffing of
tiles.
Cleanliness
and
 6
UNIVERSITY OF CAGAYAN VALLEY
SCHOOL OF HOSPITALITY MANAGEMENT

sanitation
of
bathrooms.
Replenished
toilet
amenities
and
condition of
towels
Room and
bathroom
Amenities
set-up
Emptied
trash
receptacles
Public area Very Satisfied Not satisfied
satisfied (2) (1)
(3)
Cleanliness
of public
spaces
(lobbies,
restaurants,
function
hall).
Cleanliness
of
stairways,
hallways.
Cleanliness
 7
UNIVERSITY OF CAGAYAN VALLEY
SCHOOL OF HOSPITALITY MANAGEMENT

of back-of-
the-house
areas
(office and
employee
changing
rooms).
Emptied
garbage cans
in public
areas.
Well-trimmed
and well
cared bushes
and plants.
Good
condition of
walls and
wall paint.

- - Thank you! - - -