The Operational Process of the Housekeeping Department at Horizon Resort & Spa

Abstract

This report provides practical procedures of cleaning, linen service, and guest service in the housekeeping department of the Horizon Resort & Spa, which has been an overview topic during this one-year internship report. Housekeeping plays a critical role in maintaining the hotel’s high standards, ensuring a seamless and comfortable stay for guests. The report integrates theoretical knowledge with practical applications, offering a comprehensive understanding of housekeeping operations in a luxury hospitality setting. The report begins with an introduction of Horizon Resort & Spa, located at Yalong Bay, Sanya is a luxury resort that features an array of upscale lodging options, dining choices, and recreational facilities. The resort strives to provide an amazing guest experience and operational excellence. This plan outlines the mission and vision of the resort, along with its organizational structure that emphasizes excellent service. Chapter two provides an overview of Horizon Resort & Spa, which provides a luxury experience, service, and wants happy guests. This encompasses the resort's mission and vision to be the hospitality provider of choice while supporting sustainability. It also goes into the organizational structure of a resort and some of the different departments, such as food & beverage, human resources, and housekeeping, etc., that need to exist for a resort to function properly and keep guests satisfied Analyzing chapter three, the housekeeping procedures at Horizon Resort & Spa, including cleaning services, full-day service, turn-down service, laundry, and public area cleaning, are thoroughly examined. The document underlines the significance of synergies between departments and insists on good timing/cost control in delivering high-quality services. Chapter four provides major findings and recommendations that were learnt during the internship, including the advantages and disadvantages of housekeeping service and communication gaps with inventory. Suggestions for enhancement: Plan to cross-train employees, establish an inventory of lost/found and packaging for storage, and improve inter-department communication to ensure better service & efficiency In conclusion, this report emphasizes the importance of housekeeping to upholding Horizon Resort & Spa's reputation as a luxury hotel. It outlines the learning received over the internship about communication, training, and operations, and points out areas that can be improved to increase customer delight and operational efficiency.