TY - JOUR
T1 - Employee productivity of hotel room attendants
T2 - An input–output perspective
AU - Tavitiyaman, Pimtong
AU - Tsui, Bruce
AU - Chan, Chi Leung Francis
AU - Miu, Hau Wing
N1 - Publisher Copyright:
© 2021 Taylor & Francis Group, LLC.
PY - 2022
Y1 - 2022
N2 - This study examines the productivity of room attendants in a hotel housekeeping department by using the input and output (IO) approach and explores the influence of customer market segments and room types on employee productivity. Using the qualitative approaches of direct observation and in-depth interviews, time checks for 22 guestrooms were directly observed in terms of hotel room cleaning procedures. Interview results indicated that 18 room attendants had received proper training. However, the room attendants encountered many obstacles during their daily operations, such as long waiting times for linens, thereby negatively affecting their productivity. Customer segmentation and room type also resulted in additional time required for room cleaning. Previous theoretical contributions and future managerial implications are also discussed.
AB - This study examines the productivity of room attendants in a hotel housekeeping department by using the input and output (IO) approach and explores the influence of customer market segments and room types on employee productivity. Using the qualitative approaches of direct observation and in-depth interviews, time checks for 22 guestrooms were directly observed in terms of hotel room cleaning procedures. Interview results indicated that 18 room attendants had received proper training. However, the room attendants encountered many obstacles during their daily operations, such as long waiting times for linens, thereby negatively affecting their productivity. Customer segmentation and room type also resulted in additional time required for room cleaning. Previous theoretical contributions and future managerial implications are also discussed.
KW - Employee productivity
KW - Hong Kong
KW - housekeeping department
KW - input–output (IO)
KW - room attendant
UR - http://www.scopus.com/inward/record.url?scp=85101086782&partnerID=8YFLogxK
U2 - 10.1080/15256480.2021.1881941
DO - 10.1080/15256480.2021.1881941
M3 - Article
AN - SCOPUS:85101086782
SN - 1525-6480
VL - 23
SP - 959
EP - 986
JO - International Journal of Hospitality and Tourism Administration
JF - International Journal of Hospitality and Tourism Administration
IS - 5
ER -