History and Evolution of Lodging

History of Lodging

• Patron Saint: St. Julian the Hospitaller, recognized as the patron saint of innkeepers and travelers, celebrated on January 29.
• Ancient Era (500 BC): Establishments in ancient cities like Corinth, Greece offered food and drinks to travelers.
• Early Inn (707 AD): Nisiyama Onsen Keiunkan in Yamanashi, Japan, noted as the oldest operating hotel according to the Guinness World Records.
• Middle Ages: Highway inns gained notoriety for a questionable reputation marked by frequent robberies targeting travelers.
• 17th Century: Private inns became well-established, improving service qualities and accommodating both short and long-stay guests.
• 18th Century - Grand Tour: Travel flourished during this period, predominantly in European countries like France, Italy, and Switzerland.
• 1794 - City Hotel: The first hotel in New York, featuring five stories and 137 rooms, included facilities for public dining and dancing.
• 1829 - Tremont House: Recognized as the first modern American hotel, pioneered innovations such as bell service, front desk operations, locks on doors, free soap, and a "Ladies’ Ordinary".
• 1859 - Fifth Avenue Hotel: First hotel to introduce elevators and Hotel Everette was the first hotel lit by electricity.

Housekeeping Department Overview

• Housekeeping is essential for maintaining cleanliness in guestrooms and public areas, establishing guest satisfaction.
• Rooms Division is central to hotel operation, significantly impacting first and last impressions of guests.
• Coordination among various hotel departments (front office, food and beverage, security) is crucial for overall service.
• Effective housekeeping leads to guest comfort, satisfaction, and positive feedback resulting in repeat visits.

The Role of Housekeeping

• Responsible for the most extensive area in the hotel and typically employs the largest staff.
• Challenges in housekeeping include attracting, retaining, and motivating skilled employees.
• Good housekeeping practices create a clean, safe, and appealing environment, deemed the "first and last impression" of guest experiences.

Quality Service in Housekeeping

• Quality service encompasses consistent delivery of products and services per standards and addressing guest needs with respect.
• Guidelines include maintaining excellent interpersonal interactions, timely responses, and proactive recovery of service failures.

Handling Guest Complaints

• Proactively monitor for dissatisfaction signs and address potential complaints before they escalate.
• Focus on careful listening, maintaining composure, and avoiding agreements or disagreements during conflicts.
• Close complaints positively by expressing gratitude and ensuring documentation for management awareness.

Importance of Housekeeping

• Establishes hotel reputation for cleanliness and quality, essential for health, safety, and guest comfort.
• Contributes to reducing waste and minimizing environmental impact.
• The primary goal of housekeeping is achieving guest satisfaction through exceptional hygiene standards.

Turn Down Service

• Enhancements include dimming lights, folding bed linens, replenishing toiletries, and leaving mints or chocolates for guests.

Housekeeping Terminologies

• Codes such as OOO (Out of Order), DL (Double Locked), CO (Checked Out), and SO (Stay Over) are standard in hotel operations for tracking room status.

Conclusion

• Housekeeping is integral to the hotel experience, linking service quality directly to guest satisfaction and overall hotel success.