Employee Productivity of Hotel Room Attendants: An Input–Output Perspective

ABSTRACT 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.