Title: Explain housekeeping’s role in guest satisfaction and repeat business.
Course: Lodging Management (12159) > Section: Examining Housekeeping Functions

Explanation should include essential skills of housekeeping team members such as

- interaction and acknowledgement of guests
- attention to detail in cleaning
- timeliness in responding to special requests
- discretion in handling guests’ belongings to ensure privacy and to protect against damage or loss.

Process/Skill Questions:

- What are the correct steps to follow in cleaning a guest room?
- How can lack of attention to detail on the part of a housekeeper cause the lodging to lose room revenue?
- What role does the executive housekeeper play in the final room inspection?
- How are housekeeping standards of cleanliness determined?
- What constitutes a timely response, and why is it important?
- How can a lodging's response to special requests enhance guest loyalty?
- What action should a housekeeper take to ensure guest privacy if personal items (e.g., business papers) are left on an unmade bed?
- How are personal belongings handled within the lodging?
- What procedures should a bellhop use when handling luggage?
- What is the procedure for handling customer complaints of damaged property?