Alberto M. Carillo Jr.

B126
Ytaly Knives M. Ytang

CASE STUDY

CASE #1:

1. The main issue of the case study is that one of the housekeepers stole a valuable item from the guest.

2. To ensure the integrity of and honesty of the housekeeping staff of the hotel and to ensure the guest
trust towards the hotel, hotels need clear policies and most hotels conduct thorough background checks on
potential housekeeping staff. This can include criminal history checks, reference checks, and verification
of identification documents.

3. In order to avoid thefts, hotels should advise their guests on how to secure their possessions. They
should also set clear regulations that specify how incidents are reported and looked into.

4. By implementing policies such as housekeepers are required to always knock loudly and announce
themselves before entering a room, even if the Do Not Disturb sign isn't out.

5. Negative reviews of theft by housekeeping staff can spread quickly through online reviews, social
media, and word-of-mouth. This can severely damage the hotel's reputation and deter future guests. And
loss of guest trust, a security breach shakes guests' trust in the hotel's ability to safeguard their belongings
and privacy. This can lead to a decline in bookings and revenue.

CASE #2:

1. The main issue of case number 2 is despite several requests from the guest, the room is still not cleaned
due to an oversight of the housekeeping supervisor.

2. Housekeeping supervisors are responsible for managing the workload of their team members and
ensuring that all guest rooms are cleaned in a timely and efficient manner. The best training for the
housekeeping supervisor is to invest in training programs to improve communication skills for
housekeeping staff.

3. To prevent similar incidents from happening in the future, hotels should have clear policies and
procedures in place for housekeeping supervisors. This includes providing them with training
on effective communication and workload management, as well as implementing systems to track room
assignments and cleaning progress.

4. Utilizing guest surveys or comment cards to gather feedback on cleanliness and services Regular
check-ins and performance evaluations can also help identify areas for improvement and prevent
oversights.

5. Hotels should have a system in place to address guest complaints and ensure
prompt resolution. In this case, the hotel management acted quickly to investigate the incident and address
the guest's concerns