Essay Sample on Hotel Business: Making Guests Feel At Home with Housekeeping

Introduction

The hotel business is one of the most established and prosperous industries in the world. People traveling to various destinations need a place to lie their heads and freshen up, and the hotels provide this amenity. The increasing number of hotels has brought tight competition, promoting better service delivery. Housekeeping plays one of the most crucial parts in delivering better services to customers. Client reviews can either raise or close down great hotels, including worldwide five-star hotels. The hotel Pocono Plaza Inn has gained popularity in the recent past because of the poor reviews its customers have offered. Pocono has, however, made great strides to restore its once glorious name.

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One of the problems faced by hotels is low-quality furnishings (Europe, 2020). One of the criticisms claimed that the ceiling of the hotel was leaking. Some leaks went into the swimming pool while others were collected by trash cans (chirokid, 2020). There were stains, holes, and cracks all over the walls, which made them look disgusting and creepy. Some beds were smaller in size while others were lopsided, making the customers uncomfortable. The water in the showers could not stay hot because the heating system had issues. The TV had a high volume and with a vibrating sound. The AC was not working, which made the rooms extremely cold. The hotel replaced the inadequate equipment with high-quality electronics. This replacement ensured they served their purpose for a long time without issues. The walls were also decorated with better decor and created a general pleasant look of the hotel (MD, 2020).

Another significant problem with housekeeping is hygiene and sanitation (Europe, 2020). All the carpets in the hotels had a moldy smell and had stains. The swimming pool was filthy despite being indoors, mostly due to the leaking ceiling. The swimming pool was also a partial makeout place for adults. Despite being a non-smoking area, the smell of cigarette smoke filled all the rooms. The bathroom was dirty and unkempt. One of the customers claimed that insects were crawling all over his face and spiders and webs all over. Garbage was lying in the corridors with flies for days. The hotel employed more staff to ensure they covered cleanliness in all the rooms. New carpets replaced the old ones and a better cleaning schedule put in place.

The housekeepers need to maintain professionalism and good mannerism in the workplace (Europe, 2020). This was, however, not the case in Pocono, as reported by the customers. A couple said they found a cleaner passed out comfortably in their bed under the covers. She was extremely intoxicated in the workplace. A couple went to complain to the front desk about the situation, and he replied rudely to them. The manager even claimed they were lying despite having pictures of the place. The management employed well-trained personnel to ensure clients have no complaints. The others were trained to provide quick and more friendly services. A manager with better customer relations was put in place so that they could serve the client complaints better.

The hotels need to maintain a high reputation to maintain their standards. High-end materials are used for furnishing. The broken equipment needs to be repaired as soon as possible. The client needs to feel like the room is only meant for them because of the level of hygiene. The staff should maintain a level of professionalism and be more friendly to the clients. All issues addressed by the client need to be handled as soon as possible. Customer satisfaction is the prime goal of every business, especially the hotel industry.

References

chirokid. (2020). My Worst Hotel Experience - Review of Pocono Plaza Inn, Stroudsburg, PA - Tripadvisor. Tripadvisor.com. Retrieved 16 March 2020, from https://www.tripadvisor.com/ShowUserReviews-g53776-d102141-r48337016-Pocono_Plaza_Inn-Stroudsburg_Pocono_Mountains_Region_Pennsylvania.html.

Europe, S. (2020). 10 Common Housekeeping Issues That Damage Hotel Profits. Blog.sfceurope.com. Retrieved 16 March 2020, from https://blog.sfceurope.com/housekeeping-issues-that-damage-hotel-profits.

MD, C. (2020). Average old hotel... Need maintenance and make over... - Review of Pocono Plaza Inn, Stroudsburg, PA - Tripadvisor. Tripadvisor.com. Retrieved 16 March 2020, from https://www.tripadvisor.com/ShowUserReviews-g53776-d102141-r201379447-Pocono_Plaza_Inn-Stroudsburg_Pocono_Mountains_Region_Pennsylvania.html.

POCONO PLAZA INN - Updated 2020 Prices, Hotel Reviews, and Photos (Stroudsburg, PA) - Tripadvisor. Tripadvisor. (2020). Retrieved 16 March 2020, from https://www.tripadvisor.co.uk/Hotel_Review-g53776-d102141-Reviews-or115-Pocono_Plaza_Inn-Stroudsburg_Pocono_Mountains_Region_Pennsylvania.html.