The housekeeper public presentation rating system consist a batch of information and counsel in order to develop the undertaking. Using utile information and counsel from other research worker, the aim can be achieved and the thought can be generated before the system can be developed. The information can be diverging into several positions which are hotel position, housekeeper overview, system overview and related plants.

Harmonizing to Brock et Al. ( 2002 ) the word hotel from English lexicon was inherited from the seventeenth century French word explicating about the type of shelter supplying nightlong lodging. Hotel is portion of touristry industries which increase the economic growing of metropoliss, parts and even states every bit good as greatly influenced by the development of transit. Harmonizing to The World Travel and Tourism Council ( WTTC ) , the appraisal of touristry occupations in 2015 will increase to 269.5 million ( Sian et al. , 2009 ) . The universe part that is expected to hold the most tourism occupation growing is the Asia Pacific. Malaysia is a portion of the touristry state in the Asia Pacific. This sector is expected to turn faster than other economic sector. Nevertheless, the universe ‘s hotel stock list is estimated to increase about 2.5 per centum per twelvemonth. In the touristry industry, the most widely known organisation is the World Tourism Organization ( WTO ) . It is non-governmental organisations that give universe apprehension of the part of touristry. In average clip, it besides helps in raising criterion of life in less developed countries through touristry development.

Types of Hotel

Commercial Hotel

A hotel that provides nightlong adjustment, goods and services to the transeunt populace or impermanent invitees necessitating adjustment for a few darks. Example is Hotel Hilton, Kuala Lumpur.

Residential Hotel

In contrast to transeunt hotels, some hotels have traditionally provided adjustment for long-run invitees. The hotel is for their impermanent or a lasting place. Example is Hotel Ascott, Kuala Lumpur.

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Resort Hotel

The hotel is established with feature recreational activities for invitee. These activities may be purely for enjoyment, wellness intent or both. Example is Hotel Pelangi Beach Resort Langkawi, Malaysia.

Airport Hotel

Hotel is located near an airdrome catering to short way stations or riders of off flights, supplying limousine with pick-up agenda. Example is Hotel Pan Pacific KLIA.

Economy Hotel

Hotel is for cost-conscious travellers. Example is Hotel Formula 1, France.

Casino Hotel

A casino hotel is a smaller hotel with a casino. It besides provides munificent amusement such as nationally known creative persons and professionally staged shows added attractive force. Example is Genting Hotels.

Department in a Hotel

Front of the House

Areas in a hotel where guests come into direct contact such as the anteroom, front desk, eating house and invitee suites.

Back of the House

Areas in a hotel where invitee make non come into contact, such as kitchen, wash and staff cafeteria.

Gross Centre

A Centre that usage to generates incomes such as suites division and nutrient and drink section.

Cost Centre

A Centre that can non bring forth incomes such as care, histories, selling and human resource.

Hotel Classification System

Harmonizing to Research Department of the Caribbean Tourism Organization ( 2002 ) , before hotels become official member of touristry, there are no minimal criterion or strategy to place the quality of each hotel. The evaluation system emerged out of attempts by the Automobile and cycling nines in Europe, which recommended to their rank based on the guaranteed installations which this hotel offered. This led to the constitution of evaluation systems such as the Automobile Association ( AA ) and its American opposite number the ( AAA ) and the Michelin tyre company ‘s – Michelin Red Guide and other Mobil ushers.

Official Hotel and Resort Guide ( OHRG )

OHRG is widely usage for touristry hotel industry categorization system around the universe. Perkins ( 2008 ) province the most widely used for categorization system evaluations is the 10-level categorization pioneered by the OHRG. There are 10 quality degrees which is Super Deluxe, Deluxe, Moderate Deluxe, Superior First Class, First Class, Limited Services First Class, Moderate First Class, Superior Tourism, Tourism and Moderate Tourism. These evaluation combine two elements which is quality of quest adjustments, size and figure of public suites and run intoing installations. Typically, first category hotels operate based on hotel specification from OHRG.

AA Rating System ( British System )

The system focuses on a consumer ‘s position on lodging belongingss. The aim was to present a categorization system easy understood by the consumer. These systems are rate from one to five that used to measure guest adjustment. The American version is the AAA system. Harmonizing to WTO ( 2004 ) , AAA overhauls its evaluations criterion every five twelvemonth and invites industry representatives to notice. There are several AA evaluation systems that can be classify which are one star, two star, three star, four start and five star hotel.

Organization Chart of a Large Hotel

The figure shows the orientation chart of a big hotel.

Figure 2.1: Orientation Charts of Large Hotel ( Sian et al. , 2009 )



Housekeeper is occupations that supervise work activities of cleansing forces to guarantee clean, orderly attractive room in hotel, infirmaries and similar constitution: Obtains list of vacant suites which need to be cleaned instantly and list of prospective check-outs or discharges in order to fix work assignments. Assigns workers their responsibilities, and inspects work for conformity to order criterions of cleanliness. ( hypertext transfer protocol: // )

Housekeeper Works

Housekeeping in a hotel is a really physically disputing occupation that includes many different undertakings. Each housekeeper is responsible for cleaning a figure of suites per displacement depend on of the size of room and the Numberss of beds. On top of that, a housekeeper needs a length of clip to finish one room. There are many undertakings that need to transport out including doing beds, clean uping suites, smoothing lavatory, rinsing floors, taking discolorations and hoovering. Figures below show a housekeeper perform several undertakings cleaning the suites.

Figure 2.2: Making Beds ( hypertext transfer protocol: // )

Figure 2.3: Tidying Rooms ( hypertext transfer protocol: // )

Figure 2.3: Polishing Toilets ( hypertext transfer protocol: // )

Housekeeper Requirement Skills

Every hotel desires to present great services to their client to do a good net income and besides a good feedback. Therefore, each housekeeper must hold a accomplishment, cognition and abilities to execute their plants. There are several demands which are client and personal service, service orientation, active hearing, direction of stuff resources, equipment choice, equipment care, bole strength and staying power.

Customer and personal service

It is cognition of how to give client and personal service. This including calculating out what the client demands, run intoing the criterion set of services and measuring client satisfaction.

Service orientation

It is cognition of actively looking manner to assist people.

Active hearing

Knowing how to acquire and suitably use equipment, installations, and stuffs needed to make certain work.

Management of stuff resources

It is cognition of how to give client and personal service. This including calculating out what the client demands, the standard set of services and measuring client satisfaction

Equipment choice

Determining the sort of tools and equipment needed to make a occupation.

Trunk strength

The ability to utilize your abdominal and lower back musculuss to back up portion of the organic structure repeatedly or continuously over clip without ‘giving out ‘ or acquiring fatigued.


The ability to exercise yourself physically over long periods of clip without acquiring winded or out-of-breath.


The growing of information engineering gives benefit to our day-to-day life particularly in industry sector. All these engineering are created to do plants more efficient and assist people to avoid unneeded error. Housekeeper public presentation rating system is proposed to assist supervisor to maintain path and supervise each housekeeper in their hotel. This system can assist supervisor acknowledge and place whether housekeeper is making a good occupation or non.

The consequence of each housekeeper is based on the day-to-day informations input that is done by the room supervisor. The supervisor will look into every cleansing room and measure each room utilizing client pocket personal computer that connected wirelessly to the web waiter. The system automatically calculates the point of each undertaking based on evaluation strategy. The system uses a rule-based system to bring forth utile information by giving a per centum of classs for every housekeeper in the hotel. The class will find the public presentation degree of housekeeper.

The system is diverge into three procedure with is the client application, web server application and the database. The client application is a web-based application which allow supervisor to supervise every housekeeper in the hotel. Web waiter will manage the service procedure between client application and the database. The database is the storage location of housekeeper informations that require by the system to measure the housekeeper.

3-Tier Client-Server Architecture

There are 3 indispensable constituents for 3-Tier client-server architecture which is a client personal computer, an application waiter and a database waiter. The standard 3-tier architecture consists of presentation and application logic in the client, application and concern logic in a in-between tier application waiter and informations managed by database waiter in the 3rd grade ( Bretl et al. , n.d ) . There are several consideration in 3-tier architecture which a client plan contain presentation logic merely and one waiter handles many client petition. The figure shows 3-tier architecture.

Figure 2.4: 3-tier architecture ( Kambalyal, n.d )

Performance Evaluation System

There are two stages that are involved in the public presentation rating system. The stages are ; the rating standards and the evaluation consequence.

Detailss of each stage will discussed below.

Evaluation standards are the guidelines for the system to measure a housekeeper regarding of each undertakings done by them.

Rating consequence is the information or hypotheses that have produce utilizing rules-based system to bring forth consequence of evaluated housekeeper and to mensurate the housekeeper public presentation.

Rating Scheme Mechanism

To mensurate the quality service degree of each room, the strategy mechanism is needed as a benchmark and demand for the housekeeper to follow by implement to the system. There are three characteristic which are clip, figure of room and quality degree of room.

Detailss of each feature will discussed below.

The clip is mentioning how fast the housekeeper starts clean the room until finished.

The figure of room is mentioning how many suites the housekeeper clean in one twenty-four hours during occupation.

The quality degree is mentioning to the room status.


Ruled-based system is a system that leads a new method to work out jobs. The alternate ways to replace the cognition in utilizing inactive manner, rule-based system represents cognition in term of a clump of regulations that tells the system what it should make or what it can reason in different sort of state of affairss. A rule-based system dwell a set of IF-THEN regulations, a clump of facts and an translator commanding the application of the regulations, given the facts. This two set is used to explicate high-ranking question to low-level question that can straight utilize to extracted characteristics.

There are two major types of illation methods that normally used which are backward chaining and forwards chaining. This two chaining have different method. The forward chaining is a information driven and the backward chaining is for goal-driven. As for forward chaining it start with the initial content of the workspace and maintain utilizing regulations to pull new decision given those facts. However, for backward chaining is start with the hypothesis or solution to make processed foremost and maintain looking for regulations that allow turn outing the hypothesis ( Abraham, n.d. ) . Figure below show the illustration of forward and backward chaining.

Figure 2.5: Example of forward chaining ( Kamaruddin, 2009 )

Figure 2.6: Example of backward chaining ( Kamaruddin, 2009 )


DEA ANN Approach in Supplier Evaluation System

Writer: Dilek A-zdemir, and Gul Tekin Temur ( 2009 )

This paper discuss how to strength partnership with provider utilizing important factor for heightening fight. This rating system is fundamentally developed in term of standards such as quality, cost, bringing and flexibleness. The technique that applied to the system is utilizing an expert system by planing Artificial Neural Network ( ANN ) on the provider rating procedure that support with Data Employment Analysis ( DEA ) .

As stated in the research, the Supplier rating system is applied on the information of 24 providers, which have long-run relationship with medium sized company from German Iron and Steel Industry. The information of supplier consist of variable such as material quality ( MQ ) , price reduction of sum ( DOA ) , price reduction of hard currency ( DOC ) , payment term ( PT ) , bringing clip ( DT ) and manual gross ( AR ) . In the interim, DEA is added to the provider rating system in order to utilize them as system end product.

Comparison to this undertaking, the research applies knowledge based technique utilizing Artificial Neural Network to developed Supplier Evaluation System, whereas, as for this undertaking the Housekeeper Performance Evaluation System is utilizing Rules-Based System as cognition based technique to bring forth housekeeper public presentation consequences.

Developing a Performance Evaluation System for Charter Schools: The Balance Scorecard Approach

Writer: Richard S. Brown & A ; Priscilla Wohlstet.ter ( n.d. )

This research shows a procedure of developing a set. of public presentation indices for charter school utilizing informations that public schools routinely report to province educational bureaus for conformities intents. This system helps to place promising patterns that would better pupil accomplishment.

Harmonizing to this research, the public presentation rating system is based on the thought of the balanced scorecard. The balanced scorecard is a manner of looking at multiple step of a system public presentation in a balanced manner. It approach aids organisations in developing and concentrating on mensurable ends. The research place four cardinal position to based on balance scorecard attack to mensurating a system public presentation which is client position, an internal position, fiscal position and a acquisition or invention position.

In contrast with this research done by Richard S. Brown and Priscilla Wohlstet.ter which use a balance scorecard as a public presentation index, this undertaking will utilize a standardize evaluation strategy to measure the housekeeper public presentation.

A Role-based Online Evaluation System

Writer: Thomas Price, Jeromie Walters and Yingcai Xiao ( n.d. )

This research illustrate the design and execution of a Role-based Online Evaluation System ( ROES ) which originally designed to be a user friendly, generic and is a web based system for pupil to rate their teachers. This system gives immediate and flexible feedback available to reviewer and besides much easier to administrate than paper-based ratings.

Based on the research done, the on-line pupil instructor rating system to rate learning effectivity is going more popular by replacing bing paper system. The system is design to be made accessible and customizable so that it can function any figure of establishment, every bit good as, user friendly and anon. so that anyone including pupil will non be afraid to utilize it. ROES are a web based application allow user to make an history and stipulate evaluation demands of different academic subject within the establishment.

This research has some similarity with this undertaking, as it besides implement a evaluation strategy to measure learning effectiveness utilizing web based application. For this undertaking, the housekeeper public presentation rating system have standardize evaluation strategy to measure housekeeper public presentation.


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