Metric that improve businesses ethics


Hospitality & Tourism Management Internship

HTM 515

Mid-Term Progress Report


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Name: Yumei Zhao ID#: 916792206
Semester: (circle one) Fall Spring Summer Year: 2020
Company Name Embassy Suites by Hilton Position Houseperson
Number of Hours Completed to Date: (out of 200 required) 50/200




1. Overall, how is your internship going thus far? (Are you taking initiative and making a contribution? etc.)


It is good so far. Since I have been working in Embassy Suites for a month, I already know little about how a housekeeping department operates so far. Every day we meet lots of different guests in the hotel. Once guests have problem, we need to solve immediately.




2. Management’s Support of Your Efforts (i.e., has your supervisor/manager been supportive and helpful? Is management prepared for you each day? Is so, how; if not, what is the biggest problem you’ve had?


Yes, my manager has been help me a lot. Every time I have questions, she explains and helps me. For example, one day, there was a guest complaining about the bathroom/ bathtub were dirty, I did not know to explain to the guest, so my manager helped me and showed me what should I do when guests complain. And so, she prepared the job for me every single day when I go to work.




3. Discuss the functional area(s) that you are currently working (e.g., department or area), its responsibilities and its importance to the overall organization


My position is to deliver supplies (towels and linens) to the housekeepers and collect all the dirty linens for laundry. Although my position is not an ideal position, I think this is very important position because if we do not deliver the supplies to housekeepers on time, they will not able to finish their room services, then the front desk is not able to let guests check in.




4. What is the managerial structure of the department? This should include the responsibilities of each manager/supervisor in the functional area.


Housekeeping is an operational department in a hotel. It is responsible for cleanliness, maintenance, cleaning rooms, public area, and surroundings. The executive housekeeper is responsible for managing housekeeping employees, planning budgets, identifying cleaning needs, buying supplies and coordinating with other departments to ensure excellent guest service.



5. Discuss your department supervisor. What is his/her name? What was his/her education and industry background?


My supervisor is a good and helpful person. Her name is Amelia Adjiwibawa. She has been with Hilton for 20+ years, started her career as HR coordinator in Chicago. She was there for 15 years moving up through the ranks and moved to SF in 2015.



6. Discuss the specific competition to your organization both locally and nationally. This should include the names of the business.


The Embassy Suites Hotel will compete with hotel chains in national and local facilities, which mainly provide full-service upscale all-suite accommodation. Due to its limited catering business, the Embassy Suites Hotel is unlikely to compete directly with local businesses for the public catering business. In addition to competing with accommodation facilities that provide services comparable to the system, you can also compete with accommodations designed to serve specific market segments and meet specific accommodation needs.



7. Could you see yourself working for a company like this? Yes or No? And Why?


Yes, I also see my ability about swift problem-solving, communication, humility, and about how people act when they’re like monsters and how to keep a smile on my face despite that.




8. What is the current status of your project in these areas?


a. Your Project Title: Housekeeping’s impact on guest brand image and satisfaction



b. Obtaining Data for the Research (i.e., what have you been able to do so far?)


Service quality has a positive effect on customer satisfaction.

The current research is qualitative in nature, and therefore the method of content analysis was adopted to review the related literature and simultaneously to analyze the influence of housekeeping service quality on the brand image and satisfaction of guests in the hospitality industry.


c. How far along are you in preparing and writing your project/paper?


Customer satisfaction is important because it provides marketers and business owners with a metric that they can use to manage and improve their businesses.

The hotels must create a better image in the minds of the guests by increasing their comfort levels to increase repeat patronage. This will help the hotels to flourish by increasing their profitability and overall positive impacts on the economy as well. The study should include service quality and guest satisfaction.

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