The Role of HRM: Housekeeping Employee in the Hospitality Industry

This report delves into the critical role of Human Resource Management (HRM) within the hospitality industry, with a specific emphasis on housekeeping employees. It highlights the significance of HRM in managing, training, and motivating housekeeping staff, recognizing that the quality of service provided by these employees directly impacts customer satisfaction and the overall success of the hospitality business. The report discusses the challenges of employee retention and introduces a novel innovation: a quarterly company-sponsored vacation incentive based on customer feedback, aiming to boost employee motivation and improve service quality. It further explores the qualitative research method of gathering unbiased customer feedback to evaluate employee performance and its potential to enhance the company's reputation and profitability. The conclusion emphasizes the long-term effectiveness of the proposed incentive in fostering a motivated workforce and delivering superior customer service.

Running Head: ROLE OF HRM: HOUSEKEEPING EMPLOYEE IN HOSPITALITY
INDUSTRY
Role of HRM: Housekeeping Employee in Hospitality Industry
Name of the Student:
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Author Note:

1ROLE OF HRM: HOUSEKEEPING EMPLOYEE IN HOSPITALITY INDUSTRY
Introduction
The study will discuss about the role of human resource management in hospitality industry
for the housekeeping employees and it is somewhat important to look after as hospitality industry
mainly depends on the services provided by the housekeeping. It is much more difficult to manage
a hospitality staff than recruiting people as proper training, communication, recruitment and
motivation is required for the employees who are there in hospitality (Prayag & Hosany, 2015).
New Innovation/Thing
According to J. Boella and Goss-Turner (2013), human resources plays an important role in
the retention of the employees in the hospitality industry. The industry mainly focuses on the
services that are provided by the housekeeping so retention is important process which has been
already in use. There are other factors which are already in use and they are as follows: training and
development; team work; job security; appraisal; rewarding quality; employee involvement and
employees’ relation (Hoque, 2013). In recent times the manager as well as the higher authority
should look into the fact that there is no job satisfaction in the hospitality industry as the
housekeeping employees are not treated properly with respect and proper. So, employees are
quitting their jobs which automatically hampering the industry in the long-run (Mohsin, Lengler &
Kumar, 2013).
The new innovation or thing which can be introduce by the human resource management to
retain and motivate the housekeeping employees’ is by introducing vacation trip sponsored by the
company at the end of the every quarter month. This will motivate the employee of housekeeping
to stay and work hard so that the prize can be achieved by them. This is a new thing which can be
introduced by the human resource management in the existing structure to motivate the employees’.
The vacation trip which is sponsored by the company will be evaluated by the feedback
form which is being provided to the customers. The review is being done by the human resource

2ROLE OF HRM: HOUSEKEEPING EMPLOYEE IN HOSPITALITY INDUSTRY
management and forwarded to the higher authority. The one with the highest rate will be provided
with the reward. This will boost the confidence of the employee who achieved it and also it will
motivate the others to achieve their target by providing quality service. This will ultimately expand
the business and its goodwill in the market and will also enhance the quality of service provided by
the housekeeping staff. The motivational factor here is the sponsored vacation from the company
which will also help the organization to retain their employee as well as their eagerness to learn
new skills and techniques to improve their services. This will be beneficial for the company to
attract more and more customer as the quality of the service is increasing due to the introduction of
the new motivational factor. The housekeeping employees’ need a constant motivation to deliver
quality service to the customers and these will play a vital role to do so and help to improve the
service even more.
Conclusion
In the end, it can be concluded that the new technique which is going to be introduce in the
future by hospitality organization is very lucrative in nature. It will surely motivate the
housekeeping employees’ to perform well and deliver quality service. The success of the company
in the hospitality sector is totally dependent on the service the housekeeping employees’ are
providing to customers. This is so as the housekeeping employees’ are considered as a brand
ambassador of the company. So, the new technique will be effective in nature in the long-run.

3ROLE OF HRM: HOUSEKEEPING EMPLOYEE IN HOSPITALITY INDUSTRY
References
Hoque, K. (2013). Human resource management in the hotel industry: Strategy, innovation and
performance. Routledge.
J. Boella, M., & Goss-Turner, S. (2013). Human Resource Management in the Hospitality Industry.
Retrieved 30 July 2019, from
https://pdfs.semanticscholar.org/6651/55d6d884b0ca81e936ccdccd681cfc2bce46.pdf
Mohsin, A., Lengler, J., & Kumar, B. (2013). Exploring the antecedents of intentions to leave the
job: The case of luxury hotel staff. International Journal of Hospitality Management, 35,
48-58.
Prayag, G., & Hosany, S. (2015). Human resource development in the hotel industry of Mauritius:
myth or reality?. Current Issues in Tourism, 18(3), 249-266.

4ROLE OF HRM: HOUSEKEEPING EMPLOYEE IN HOSPITALITY INDUSTRY
Framework
Fig 1: Innovation Framework
(Source: Created by Author)
Research Method
The research method is qualitative in nature as the feedback will be retrieve from every
customer. Therefore, there is a quality, which is being maintain in the research as well as quantity.
The customer will be unbiased as they are unknown to the housekeepers and they will give
feedback on their experience with the service.
There is no chance to manipulate the data, which is being generate in the process. This is so
because customer cannot be manipulate to provide good feedback to the employee who provide
service to them. This is automatically increase the quality of the service provided as well as
efficiency of the employee in the hospitality industry.
InitialGradingVacationtripsponsoredbythecompanytothebestemployee.Reward

5ROLE OF HRM: HOUSEKEEPING EMPLOYEE IN HOSPITALITY INDUSTRY
The data will be graded by the manager and a quarterly report is being forward to the higher
authority. So, the employees who are providing housekeeping service to the customers won’t be
able to tamper the data in their favor.
This will automatically increase the quality and goodwill of the company in the hospitality
sector, which will result in increase in customer base. The company will automatically earn huge
amount of profit in the long run. This way the data can be collected both qualitatively as well as
quantitatively to evaluate the employee of the organization.