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HOTELHOUSEKEEPING

OPERATIOAL

AUDIT BY

DONALDF.WOOD

Bachelor

ofBusinessAdministration

University

ofMississippi

Oxford,Mississippi

1971

Submittedtothe Facultyofthe

GraduateCollege

ofthe

OklahomaStateUniversity

inpartialfulfillmentof therequirementsfor theDegree of

MASTEROFSClECE

August2001

C' I'. It; I'.

HOTELHOUSEKEEPING

OPERATIONAL

AUDIT

ThesisApproved:

II I

ACKNOWLEDGMENTS

understanding, I

Hailin

areas.SpecialthanksgotoDr.Gail

SammonsandJadeTang,whomIwasinvolvedwith

oninitial

Iwishto

student, my friendship.IalsothankRosalie

Iwishto

friendshipfromheandhiswifeGunay. III June wishtoexpressmysinceregratitude toallofmyfamily. IV

Chapter

TABLEOFCONTENTS

Page

I.INTRODUCTION1

Background1

ProblemStatement3

PurposeoftheStudy4

Significance

oftheStudy.4

Assumptions5

II.

REVIEWOFLITERATURE6

BriefHistoryoftheLodgingIndustry6

Hotel

HousekeepingManagementStructure7

HotelInterdepartmental

Communication12

ManagementStrategies13

TotalQualityManagement(TQM)14

WhatisOperationalAuditing16

FunctionsoftheOperationalAudit..18

GoalsoftheOperationalAudit20

Summary22

III.

METHODOLOGY23

ResearchDesign

23

DataCollectionProcedures24

DataAnalysisDesign26

Categories

Limitations33

IV.

RESULTS34

Results

ofFindings34

Summary:DescriptiveStatistics

ofMajorCategories36

DescriptiveStatistics

ofCategoriesandSub-Categories40 Hotel v

Summary61

SummaryofFindingsandConclusions62

RecommendationsandFuture Research64

BIBLIOGRAPHY

67

APPENDIX69

LISTOFTABLES

TablePage

III.DescriptiveStatistics

ofCodedCategoriesandSub-Categories40

LISTOFEXHIBITS

ExhibitPage

1.2SampleOrganizationChartforaLargeHotel

IO

1.3HousekeepingDepartmentOrganization1I

Vll

CHAPTERI

INTRODUCTION

Background

of brandtoaccommodateawidevariety oftravelers'preferences.Regardlessofthe classificationorsize publicarecommoncharacteristics ofneedstoalllodgingproperties.

Themanagementstructure

GeneralManager.Conversely,

of revenue(Iverson,1989). ofmanagementexpertiseneeded ofresources, administration housekeepingdepartments(Casado,2000). isatoolthatcanbeusedtoensure towarditsintendedgoal(Reider,1994). &Mollenkamp,1993).There ofoperationalauditingbutnotone auditasanindependent,internalreview (1982),assertthatanoperationalaudit isanorganizedsearchforwaysofimproving efficiency inthisresearch: (MoreoandSavage,1990, p.243). 2

Savage,1997).

ProblemStatement

theproprietarynature practices,identifyingareas

Severalstudieshavebeenperformedtodevelop

anoperationalauditsystemforthe multi-brandedoperations. 3

PurposeoftheStudy

Thepurpose

ofthehotelindustry.

Significance

oftheStudy of operationsfrommanagementtofrontlineemployees.Inthepastseveral yearstermssuch ofthese informationforhotelstoincorporate ofstrengthsandweaknesses ofanoperationalauditcouldreduce incost reductionsthanfinancialaudits

Assumptions

isassumed thathotelhousekeepingoperations inallselectedhotelshavesomecommon characteristics. 5

CHAPTERII

REVIEWOFLITERATURE

BriefHistoryoftheLodgingIndustry

The up-to-dateaccoutrements (Cassado,2000).ThefirstUnitedStatesinn,builtinGaiford In hoteloperationsopened percent ofoperatinghotels(Lattin,1989).

The yearsafterWorldWar

IIweremarkedbyintensedevelopmentwithinthe hotel

industry. [nthe1950'smotelssuchas routetofamilyattractions(Cassado,2000). 6 hotelindustryindeveloping

Scoviak,1999).

separatehotelclassificationsisprimarily inthelevelofserviceofferedtoguestsineach moresquarefootage, moreamenitiestobemonitored comparisontohotelsofferingbasicservices.

Howevertheneedforhousekeepingservices

isstillcriticalregardless ofsizeorclassification.(Cassado,2000).

HotelHousekeepingManagementStructure

divisions company.Examples (Kappa,Nitschke,andShappert,1990).

Thedepartmentscouldincluderoomsdivision,

security,and humanresources. fullservicehotelstheexecutivehousekeeper isonthecommitteereportingtotheresident 7 isshowninexhibit!.3. 8 (Kappa,Nitschke,andShappert,1990) I

Manager

Administrative

quotesdbs_dbs17.pdfusesText_23