Factors Affecting Room Attendants' Performance and Cleanliness in Meriton Service Apartment

Running Head: INDUSTRY RESEARCH
INDUSTRY RESEARCH

2INDUSTRY RESEARCH
Research problem
Meriton Service Apartment is facing the number of customer complaints on social
networking sites regarding the cleanliness of the rooms. The key concerned areas of
cleanliness are related to ‘Bathroom and Toilets’ and the least area is related to ‘Exterior’.
Housekeeping area is essential for hotel operation within the hotel and is associated with
cleaning of bedrooms and washrooms which are being not taken care off at Meriton Service
Apartment. As ‘cleanliness’ of Meriton service apartment is directly associated with the HR
department hence, the researcher will focus on issues and recommendation that would be
used to provide higher satisfaction and motivation to its employees. It is essential for the
facility manager to comprehend the key factor that may impact on the customer selection for
buying the room in Meriton Service Apartment. Several investigations have conducted that
shows the factor of cleanliness is an influential part for attracting potential customers.
Research aim
The primary aim of this study is to evaluate the factors affecting the performance of room
attendants and causing below standard cleanliness level in Meriton Service Apartment. The
objectives of the study relating to room attendant’s performance and the cleanliness of the
room in Meriton Service Apartment
 To find out the primary causes of the below standard performance of the Room
Attendants
 To recommended strategies for overcoming the problems of cleanliness in Meriton
Service Apartment
Research question(s)

3INDUSTRY RESEARCH
 What is the recent scenario of cleanliness in Meriton Service Apartment?
 What are the causes of Room Attendants to perform below standard?
 How can you overcome the problems of cleanliness in Meriton Service Apartment?
Literature review
Room attending performance
The socio psychological process of attending rooms and completing each task while
interacting with other guests or residents is the performance related to room attending. The
range of work starts to clean and dusting of the room, setting the room up as per the interest
of the resident, to help the residents with the daily chores and sometimes room attending may
also end up babysitting (Kensbock et al. 2016). Room attending needs a lot of physical labour
for the employees attending the rooms.
Room attendant
This is mainly considered to be the work of females which involves a lot of physical
as well as physiological hard work, earning minimal pay and also sustaining a very low
status. Despite the hard work room attendants are hardly recognized. As the image of the
attendants are based on the type of job they do this they are always undervalued and unseen.
According to Knox et al. (2015), a term known as emotional labour has become a feature of
their work. They are the ones for whom the apartments are cleaned and the residents can live
in peace but their hard work is not appreciated and they are always expected to work better.
They are suppressed by society, as a result, they do not have any voice to speak on their own
behalf. In modern residential apartments or in the hotels the room attendants are the ones who