Improving the Quality of The Housekeeping Management Process for Stay at Bridge Suites Hotel

Abstract

This research paper studies the housekeeping services in Stay bridge Suites Hotel, which deals with challenges in managing the Quality of Service (QoS). Since there is no standard procedure for serving customers and the staff is required to perform manual tasks, miscommunications between staff present lead to long waiting times. This problem results in frequent complaints regarding the services, which leads to a bad reputation, low customer retention, and improper utilization of resources. The project aims to identify the root causes affecting the QoS and standardize the housekeeping management process. To achieve these objectives, DMAIC (Define, Measure, Analyze, Improve, and Control) methodology was accomplished. As a result, some of the significant factors that affect the waiting time are manual task allocation, seasonal workload, and lack of supervision. Therefore, a preventive automated solution was proposed regarding the scheduling procedure to decrease the service waiting time.