The essential role of the housekeeping department is to ensure a clean, comfortable, and safe environment for guests. Not only is it the backbone of hotel operations, but it also guarantees the aesthetic appeal of the property. The cleanliness and beauty of a hotel room or public area are the first things guests notice, creating an everlasting impression. Then why is housekeeping being yet a “not-sought-after” subject in the hospitality schools? Dr Sarah Hussain, Professor, Department of Tourism and Hospitality Management, Faculty of Management Studies, Jamia Millia Islamia shares her views
Hygiene elevates the role of housekeeping in terms of guest safety and satisfaction. A clean environment is directly tied to positive reviews and repeat reservations, yet housekeeping teams seldom get publicly acknowledged. Unfortunately, the housekeeping department appears to be undervalued and overlooked, often taken for granted and not given the same recognition as other hotel departments.
The hotel management students are not keen to work at the housekeeping department. This is mainly because the department is not being promoted by the industry. Housekeepers often work behind the scenes, leading to their efforts being less visible compared to guest-facing staff. The housekeeping department is usually managed by women and people from marginalized groups, which may have contributed to its undervaluation within the hotel hierarchy.
Many make the mistake of perceiving housekeeping functions as simple, without being aware of their significant attention to detail, time management skills, and ability to maintain quality under pressure. Housekeeping requires long and strenuous work hours, often with high physical demands, yet it receives minimal recognition. The demand to service rooms speedily between check-ins and check-outs while maintaining high standards is a challenging balance to strike. Often housekeepers are tasked with cleaning up unpleasant situations and also having to deal with unreasonable guest expectations without the same support as other staff.
The Human Resource Departments must explore the gap between the hard work housekeepers do and the typically lesser salary and benefits they receive compared to other hotel departments. The question arises whether there are limited opportunities for growth and promotion within the housekeeping department, leading to it being considered as a “dead-end” job. Contrasting to this view, in some cultures housekeeping is considered more prestigious than in others, leading to more respect and recognition.
Globally, hotels are beginning to explore innovations like automation (robots delivering guest supplies, robotic vacuum cleaners, self-check-in), which can improve efficiency but may threaten entry-level jobs. Housekeeping is now at the forefront of implementing eco-friendly practices, such as reducing water usage, using green cleaning products, and minimizing waste. This needs to be acknowledged as part of the hotel’s sustainability narrative.
Most hotel management colleges have the least takers for housekeeping, which is highly concerning. Are educational institutions too not promoting housekeeping among students? Faculty must promote housekeeping to students by emphasizing the creativity and value that the department offers, which feeds the soul with art and beauty.
What can be done to make housekeeping staff feel valued? Apart from considering potential strategies such as employee of the month programs, better salaries, and improved working conditions, emphasizing training programs to help housekeeping employees enhance their skills and support their career progression is crucial. How many hotels General Managers have a Housekeeping background? I strongly advocate for stronger leadership roles for housekeeping managers and a changing perception that housekeeping is an integral part of hotel operations rather than merely supporting one.
It is an undervalued yet crucial component of the hotel experience and deserves greater recognition and investment. I urge the readers to reconsider the way they perceive and deal with housekeeping staff and explore innovative ways to elevate this department.
