ASSESSMENT OF BED LINEN IN HOUSEKEEPING ROOMS DIVISION OF HOTELS TO IMPROVE PATRONAGE

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ASSESSMENT OF BED LINEN IN HOUSEKEEPING ROOMS DIVISION OF HOTELS TO IMPROVE PATRONAGE

Abstract:

This study investigates the quality and maintenance of bed linen in the housekeeping division of hotels with the aim of enhancing patronage. The state of bed linen in hotel rooms is a crucial aspect that significantly influences guests’ overall satisfaction and, consequently, their likelihood to return. Through a comprehensive assessment, this research aims to identify areas for improvement in the management of bed linen to enhance the overall guest experience.

Using a combination of qualitative and quantitative research methods, the study will evaluate the current practices in the procurement, cleaning, and presentation of bed linen in hotel rooms. Surveys, interviews, and direct observations will be employed to gather data on guest perceptions, staff practices, and the condition of bed linen. The analysis will focus on identifying patterns, strengths, and weaknesses in the existing procedures.

The findings of this research are expected to provide actionable insights for hotel management to optimize their housekeeping practices. Recommendations for improving the quality, hygiene, and aesthetic appeal of bed linen will be offered, aiming to positively impact guest satisfaction and loyalty. The study ultimately seeks to contribute to the broader goal of enhancing the competitiveness and profitability of hotels through an improved guest experience.

CHAPTER ONE

INTRODUCTION

1.1 Background of the Study

The United Nations World Tourism Organization (UNWTO) in 2015 explained the hospitality industry as a service industry fashioned to provide care and serve guests with warmth. The hotel industry falls under the ambit of the hospitality industry and has the propensity to provide accommodation, food and beverages among others in an enabling environment for guests (Discover Hospitality, 2015). Per international standards, hotels are classified by the Star System or Budget. While the Star System are categorized by star ratings such as one star to five stars, the Budget are not star-rated and predominately guest houses (Ivica, 2015; Hotel Association of Canada [HAC], 2014). Irrespective of the category, the use of textiles thus, linen to render service in the hotel business are paramount (Crown Linen, 2017a).

According to Community IPC policy (2020), linen is explained as every single reusable item of textile that involves cleaning or disinfestation through the process of laundering. Examples given included, bed linen in the form of bedsheets, pillowcases, blankets and counterpanes. Bath linen such as all kinds of towels (bath towels, hand towels, face towels etc.), curtains, staff uniforms and guests’ clothing. Zümrüt et al. (2017) share similar views by indicating linen as a launderable textile and adding table linen (table cloth, serviette, underlays etc.), kitchen and cleaning cloths (dishcloths, rugs, mops etc.). Consequently, linen is found in various departments of the hotel like Housekeeping, Front Office, Foods and Beverage Service and Kitchen departments. Mostly except for the kitchen/Food Production Department, hotel customers come into direct contact with linen in the stated departments (Textiles Services Association [TSA], 2014).

In contemporary times, linen could be made of various fibres, yarns and fabrics. The fibres can be natural or man-made. The yarn strength could be even or uneven, and the fabric could be closely or loosely woven not leaving out the fastness of dyes (Hemmes, 2017). No matter what informs the fabric selection for hotels, care and maintenance are very important. Azhar (2019) and Schmidt (2016) pointed out some qualities of linen including fabric strength, laundering qualities, absorbency, comfort, colour fastness, pattern and texture qualities, shrinkage, thermal insulation and flame retardancy. Schmidt reiterated all good qualities expected of linen cannot be obtained from one particular fibre but through mixtures and blends. A case is made by Hemmes that purely synthetic fibres take less time to launder but require a smaller number of wash cycles in linen processing and lower temperatures for ironing as compared to natural fibres like a hundred per cent cotton. Conversely, though cotton is highly absorbent, it takes more time to iron due to crease formation when washed.

To Kumar (2020), the colour of the linen should appeal. Linen appearance should be retained irrespective of repeated washing through dye stability. Light-coloured fabrics demonstrate more dirt with visible stains if any. On the other hand, dark-coloured fabrics show dust and lighter marks easily. Azhar (2019) pointed out that linen especially bed and bath linen if chemically free processed, prevents irritation to the body and is good for the skin. As hotels invest money in linen for the business, linen should be durable and serviceable. To derive these, linen care strategies among others can prolong linen life span. The care of linen is imperative with the outbreak of Coronavirus (COVID-19) disease; a global pandemic affecting businesses including the hotel industry (Young, 2020). There is a need for hotels to follow COVID-19 protocols with improved programmes for cleaning and disinfecting rooms including linen (World Health Organization [WHO], 2020).

Association for Linen, Uniform and Facility Services Industry (TRSA) launched a programme for the hotel industry in America for the promotion of responsible linen. The urgency and as part of COVID-19 control measures; called for local and state officials in American governance to be involved in the preparation of documents on guidance for hotels. The document spelt out that the officials should provide guidance and ensure hotels have their textiles clean daily. Furthermore, the handling of linen should conform to the universal precautions of Occupational Safety and Health (OSHA) which assures guests of safety and confidence in the use of linen (Lodging Staff, 2020; Ricci, 2015). Ricci reiterated linen should go through sanitary conditions as a precautionary measure. If laws governing hotel operations expect the daily provision of linen and linen is expected to be clean, fresh, crisp, spotless, attractive and comfortable to the satisfaction of guests then linen should be cared for and maintained (Hotel Association of Canada, 2014, GTA, 2011).

Some care strategies could be based on the laundry system via On-premise laundry and Off-premise laundry and wash cycle (Braun Linen, 2019). The laundry process from sorting dirty linen, washing, drying, ironing folding and storage (Riesenberger, 2017), inventory control system where techniques are used to maintain and check stock (Kumar, 2020), laundry outsourcing by hiring services from third-party companies to supplement linen stock (Lutkevich, 2020) and linen reuse programmes for linen not to be washed daily but through options (Green Hotels Association, 2015).

Hotels can be classified by the Star System and Standards per international requirements. The star rating ranges from one star to five stars. The non-star rated are classified as Budget hotels (UNWTO, 2015; Hotel Association of Canada [HAC], 2014). The star rating system of hotels is a tool that classifies hotels based on quality, amenities, accommodation standards and service which in effect influences pricing and the role of quality assurance among others. A correlation therefore exists between the higher the rated hotel, the higher the expected rates with the anticipated service coupled with customer experience (UNWTO, 2015). Though Budget hotels are expected to provide basic facilities like clean bedding, washing facilities and bathrooms, the features are not luxurious like the star-rated ones. Employees who care for the facilities including linen are not necessarily experts or professionals as compared to the star-rated. Similarly, the degree of professionalism of employees and the care strategies used in managing hotels not leaving out linen vary depending on the star category. Highly rated hotels go for highly professional employees (Crown Linen, 2016, Discover Hospitality, 2015)

The hospitality industry, particularly the hotel sector, places a premium on guest satisfaction as a key determinant of success and sustained patronage. Among the myriad factors contributing to guest satisfaction, the quality and condition of bed linen in hotel rooms hold significant importance. Bed linen, including sheets, pillowcases, and duvet covers, not only contributes to the overall aesthetic appeal of a room but also plays a crucial role in providing guests with a comfortable and hygienic environment during their stay. The assessment of bed linen within the housekeeping rooms division of hotels is paramount to understanding and improving the guest experience, thus influencing patronage.

The hospitality industry is an ever-evolving landscape where guest satisfaction stands as a paramount metric for success. Within the intricate tapestry of factors influencing the guest experience, the condition and quality of bed linen emerge as crucial contributors. As guests seek a harmonious blend of comfort, cleanliness, and aesthetic appeal during their stay, the assessment of bed linen within the housekeeping rooms division of hotels becomes imperative. This study delves into the nuanced examination of bed linen, encompassing sheets, pillowcases, and duvet covers, with the overarching goal of understanding and enhancing the guest experience to drive increased patronage.

In the competitive realm of the hospitality industry, hotels continually strive to distinguish themselves and foster guest loyalty. The guest’s perception of their stay is shaped by various elements, with the ambiance and comfort of the sleeping environment playing a pivotal role. Bed linen serves as a tangible and intimate component of this environment, influencing not only the aesthetic appeal of a room but also the overall satisfaction and well-being of the guest. Therefore, a comprehensive assessment of the state of bed linen within the housekeeping rooms division becomes imperative for hotels aiming to meet and exceed guest expectations.

The rationale for this study lies in the recognition of bed linen as a tangible expression of a hotel’s commitment to guest comfort and satisfaction. While literature acknowledges the importance of the overall guest experience, a specific focus on bed linen assessment within the housekeeping rooms division remains relatively unexplored. Understanding the intricacies of bed linen quality, cleanliness, and presentation is essential for hoteliers to identify areas for improvement, address potential challenges, and cultivate an environment conducive to guest loyalty and positive word-of-mouth recommendations.

1.2 Statement of the problem

In an increasingly competitive hospitality landscape, hotels are constantly seeking ways to differentiate themselves and attract and retain guests. Guest satisfaction is intricately linked to the quality of their stay, and bed linen is a tangible and impactful element that contributes to this satisfaction. Understanding the current state of bed linen in the housekeeping rooms division is essential for hotels to identify areas of improvement, enhance guest experiences, and ultimately increase patronage. This study seeks to fill the existing gap in literature and practice by providing insights into the assessment of bed linen in hotels and its potential influence on guest loyalty.

1.3 Objectives of the Study

The primary objectives of this study are:

To assess the current state and quality of bed linen within the housekeeping rooms division of hotels.

To examine the impact of bed linen quality on guest satisfaction and patronage.

To identify areas for improvement in the procurement, cleaning, and presentation of bed linen.

To propose recommendations for enhancing the quality and maintenance of bed linen to improve overall guest experiences and increase patronage.

1.4 Research Questions

What is the current state and quality of bed linen within the housekeeping rooms division of hotels?

How does the quality of bed linen impact guest satisfaction and patronage?

What are the existing practices in the procurement, cleaning, and presentation of bed linen in hotels?

What recommendations can be proposed to enhance the quality and maintenance of bed linen to improve overall guest experiences and increase patronage?

1.5 Significance of the Study

The findings of this study hold significant implications for the hospitality industry, particularly for hotel management and practitioners in the housekeeping rooms division. Understanding the specific factors that contribute to guest satisfaction, with a focus on bed linen, can inform strategic decision-making to enhance the overall guest experience. The study’s recommendations can serve as practical guidelines for hotels seeking to improve their housekeeping practices, potentially leading to increased patronage and competitiveness in the market.

1.6 Scope of the Study

This study focuses specifically on the assessment of bed linen within the housekeeping rooms division of hotels. The research will encompass a range of hotels, considering different sizes, types, and locations to provide a diverse perspective on bed linen management. The study will evaluate the current state of bed linen, its impact on guest satisfaction, and potential areas for improvement.

1.7 Structure of the Thesis

This thesis is organized into several chapters. Chapter One introduces the research, providing background information, rationale, objectives, research questions, significance, and scope of the study. Chapter Two reviews relevant literature on the significance of bed linen in guest satisfaction and loyalty within the hospitality industry. Chapter Three outlines the research methodology, detailing the methods used for data collection and analysis. Subsequent chapters will present the findings, discuss the implications, and offer recommendations based on the study’s outcomes. The final chapter will conclude the thesis, summarizing key findings and their potential impact on the hospitality industry.

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