The housekeeping activity is very task oriented, labor intensive and
may be subject to well defined time, procedure and quality standards.
However, the intangible acts involved in service delivery may be more
difficult to present and assess. Formalization is often defined as the extent
to which the policies, procedures and rules of the organization are written,
communicated and enforced. Increased levels of formalization increase
the standardization and routinization of task performance. At the same
time, increased formalization may reduce spontaneity and creativity and
increase the feeling of being programmed. Formalization of the delivery
of quality service in the housekeeping department of the hotel would be
characterized as: having a definition of quality service for the department,
as having more defined rules and procedures for the delivery of quality
service, having quality service procedures integrated with the training
program, and a defined means of evaluating and rewarding the delivery of
quality service in the department.