Abstract:

Housekeeping department works as the basic service provider in hotel businesses and directly affects customer preferences and success level of businesses with service quality. The increase in the number and diversity of domestic and foreign visitors increases the competition between hotel businesses. As a result of the increasing competition conditions, the business processes of the units in hotel enterprises are of great importance. Housekeeping department constitutes an important part of hotel business services and affects organizational success at a high level. The aim of this study is to determine the organizational success ratio of the housekeeping department within the scope of the activities of the hotel businesses. Within the scope of the study, interviews were conducted with the housekeeping department managers of five-star hotel businesses, and the data obtained were analyzed with the MAXQDA package program, subject to content analysis. As a result of the study, the contributions of housekeeping department employees to the organizational structure in financial, internal processes, customer and learning-development dimensions were evaluated. As a result, the work done in the housekeeping department; many factors such as personnel training, business planning, guest satisfaction, work time, waste, personnel motivation, personnel importance and personnel efficiency are important in the title. The operational success of the housekeeping department and guest satisfaction increase as a result of the effective and efficient management of these factors, contributing to the success of the department and hotel businesses.

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