Hotel room attendants’ delivery of quality service

Kensbock, Sandra; Patiar, Anoop; Jennings, Gayle Ruth

doi:10.1177/1467358417751023

Cited by 6 publications

(5 citation statements)

References 49 publications

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“…4.4 Barriers lowering the effectiveness of environmentally friendly strategies in housekeeping 4.4.1 Heavy workload amongst frontline room attendants. Owing to the high physical demand and heavy workload, room attendants are more prone to face stress and job burnout than other staff members (Chiang and Liu, 2017;Kensbock et al, 2017). Sorting the "threetreasures" and bringing them back to the collection point downstairs require extra effort especially in peak seasons with hundreds of rooms to clean every day.…”

Section: Increasing Work Efficiencymentioning

confidence: 99%

Evaluating the environmental sustainability strategies of the housekeeping department: the case of an international hotel chain in Hong Kong, China

Choy

Cheng²,

Yu³

2021

TRC

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Purpose The purpose of this paper is to use the case of an international luxury hotel chain in Hong Kong to present the general environmentally-friendly practices in housekeeping. Six in-depth interviews were conducted with the housekeeping department staff to evaluate the effectiveness of the Hotel’s environmental sustainability practices by analysing their benefits and limitations. Results reveal that all informants acknowledged the environmental sustainability strategies adopted by the Hotel, which can benefit stakeholders. Despite multiple green practices in hotel housekeeping, several strategies may not be as significant as expected with misaligned expectations from the management and the actual practices may create excessive workload for frontline room attendants with a lack of policy enforcement and supportive policies. Therefore, hotels should keep a mutual communication between the management and frontline employees prior to conducting environmentally- and employee-friendly practices. Given the labour-intensive nature of the hotel industry, the housekeeping department should ensure employment equality policy is in place with adequate environmentally friendly support for employees.

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Section: Increasing Work Efficiencymentioning

confidence: 99%

Evaluating the environmental sustainability strategies of the housekeeping department: the case of an international hotel chain in Hong Kong, China

Choy

Cheng²,

Yu³

2021

TRC

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“…It is desirable to have air-conditioning, a basic fridge, household appliances such as a kettle or a coffee maker and a safe. The rooms should be cleaned daily, and the hotel staff should meet the customers' wishes at the highest level through room-service (Kensbock, Patiar, & Jennings, 2017).…”

Section: Literature Reviewmentioning

confidence: 99%

Adaptation of business hotels to the needs of disabled tourists in Poland

Lipianin-Zontek

Szewczyk

2019

Problems and Perspectives in Management

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This paper presents an overview of the issues related to the readiness of Polish hotel establishments to develop the business tourism services for disabled tourists. The purpose of this study is to identify new innovative amenities for business tourism, with particular emphasis on disabled tourists.The paper has been divided into two parts: theoretical approach to disabled hotel guests in business hotel and the needs of disabled in the Polish business hotels. The authors conducted a study on Polish business hotels. Studies have confirmed that business hotels, like traditional hotels, are not accessible to people with disabilities. The study established a research hypothesis, which was proved in findings, i.e. the hotels are not prepared for older people and people with disabilities. Besides, the research results substantiated the necessity of the business hotels adaption to the needs of disable people. Also, the paper presents the suggestions on what the disabled guests expect from the Polish business hotels. In respect of doing this, further investments and financial support are necessary to allow creating friendly conditions for the disabled people.

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“…In the context of globalization, businesses are encountering increasingly intense market competition. The traditional strategy of gaining market share through price reduction is no longer sufficiently effective (Kensbock et al, 2019). In this environment, delivering exceptional customer service has become a core strategy for gaining a competitive advantage.…”

Section: Introductionmentioning

confidence: 99%

The Relationship Between Rewards and Organizational Citizenship Behavior: A Literature Review

Xia,

Arshad,

Mengjiao

2024

IJARBSS

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This literature review explores the relationship between reward systems and Organizational Citizenship Behavior (OCB). Research indicates that reward mechanisms, including monetary and non-monetary incentives, significantly enhance employees' OCB manifestations, thereby improving organizational performance. Rewards serve not only as a means to motivate OCB but also, in some cases, as a direct outcome of such behaviors. The review emphasizes that effective reward strategies are crucial for stimulating and maintaining OCB, making them key to enhancing overall organizational effectiveness.

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Hotel room attendants’ delivery of quality service

Cited by 6 publications

References 49 publications

Evaluating the environmental sustainability strategies of the housekeeping department: the case of an international hotel chain in Hong Kong, China

Evaluating the environmental sustainability strategies of the housekeeping department: the case of an international hotel chain in Hong Kong, China

Adaptation of business hotels to the needs of disabled tourists in Poland

The Relationship Between Rewards and Organizational Citizenship Behavior: A Literature Review

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