Action plan for training new Housekeeping Employee : case: Hotel Indigo Helsinki
Tra, Thao (2020)
2020
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2020061418652
https://urn.fi/URN:NBN:fi:amk-2020061418652
Tiivistelmä
In the hotel industry, housekeeping is a significant department of any accommodation establishment. A qualified housekeeper plays an essential role in maintaining the hotel standards of cleanliness and surrounding appearance. This thesis aims to build a training program for new housekeepers working in the commissioner Hotel Indigo Helsinki, Boulevard. The training program involves the working knowledge and skills required by a hotel housekeeper to perform in the housekeeping function appropriately. From the managers’ perspective, what aspects they expect the new housekeeping workers to perform well after the training, is investigated in this thesis.
The theoretical background reviews literature that supports the author in investigating the relevant subjects and building the thesis outcome. It consists of the theories regarding four areas. They are housekeeper recruitment, housekeeper training, employer’s obligations to a good working environment and housekeeping cleaning supplies. These literature subjects are researched, viewed and interpreted properly for the purpose of gaining deep understanding of the thesis topic.
The qualitative research methods, including in-depth interview and participant observation, were used in this thesis. In-depth interviews were implemented with two potential participants that are the case hotel’s General Manager and Housekeeping Manager. Participant observation method was conducted during the author’s internship in the Housekeeping Department at the case hotel. As a result, valuable data and findings from the research implementations enabled the author to answer the research questions and build the thesis outcome.
The outcome of this study is an action plan for implementing the training program for new workers in the case hotel’s Housekeeping Department. The training program is designed with three main stages and the scheduled implementation. On this basis, the new worker is estimated to be qualified in carrying out the housekeeping function within two weeks. The training protocol, after adjusting, may be used in other accommodating businesses that have similar contexts to the case hotel.
Keywords: Hotel housekeeping, housekeeper knowledge, housekeeper skills, training program
The theoretical background reviews literature that supports the author in investigating the relevant subjects and building the thesis outcome. It consists of the theories regarding four areas. They are housekeeper recruitment, housekeeper training, employer’s obligations to a good working environment and housekeeping cleaning supplies. These literature subjects are researched, viewed and interpreted properly for the purpose of gaining deep understanding of the thesis topic.
The qualitative research methods, including in-depth interview and participant observation, were used in this thesis. In-depth interviews were implemented with two potential participants that are the case hotel’s General Manager and Housekeeping Manager. Participant observation method was conducted during the author’s internship in the Housekeeping Department at the case hotel. As a result, valuable data and findings from the research implementations enabled the author to answer the research questions and build the thesis outcome.
The outcome of this study is an action plan for implementing the training program for new workers in the case hotel’s Housekeeping Department. The training program is designed with three main stages and the scheduled implementation. On this basis, the new worker is estimated to be qualified in carrying out the housekeeping function within two weeks. The training protocol, after adjusting, may be used in other accommodating businesses that have similar contexts to the case hotel.
Keywords: Hotel housekeeping, housekeeper knowledge, housekeeper skills, training program