Article2008

Housekeeping Managers and the Administration of Housekeeping Service

13 citations0/0 files storedInternational Journal of Hospitality & Tourism Administration

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Hospitality and Tourism Education Customer Service Quality and Loyalty Employee Performance and Motivation

Abstract

This study was concerned with executive housekeepers in a lodging setting. It used a self-completed questionnaire containing both choice and open-ended items to solicit the opinions of executive housekeepers and the delivery of quality service in the housekeeping department. The results indicated the executive housekeepers believed the department members delivered a high level of service, but more could be done. They also indicated a belief that the housekeepers felt they delivered high quality service and they did a better job of delivering quality service than other departments in the hotel. Executive housekeeper comments regarding the administration of the housekeeping department are presented.

Citations in this library

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References

1985A Conceptual Model of Service Quality and Its Implications for Future Research 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality 1987Competing on the Eight Dimensions of Quality 2006Hotel Management and Operations 1998Research in hospitality human resource management and organizational behaviour 2000An exploratory study of food and beverage training in private clubs 2003Hotel operations management 2004Check-in Check-Out: Managing Hotel Operations

Cited by

2010The impact of industry force factors on resource competitive strategies and hotel performance 2021Employee Productivity of Hotel Room Attendants: An Input–Output Perspective 2020The Effect of Next –Level Housekeeping via Technology on the Perceptions of the Hospitality Aspirants 2015An analysis of management skills within graded establishments in South Africa 2016Hotel Room Attendant Motivation, Job Satisfaction, and Retention: A Study in San Francisco Bay Area in the United States

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