Research on Room Attendant Performance and Cleanliness - Meriton

This research project report investigates the relationship between room attendant performance and room cleanliness within Meriton Suites, a leading Australian apartment hotel chain. The study aims to understand the perceptions of room attendants regarding cleanliness, identify the causes of substandard performance, assess the current cleanliness scenario, and recommend strategies for improvement. The research focuses on addressing customer complaints related to room cleanliness, which significantly impact customer satisfaction and purchasing behavior. By exploring employee perceptions and identifying key factors influencing their performance, the study seeks to provide actionable recommendations for Meriton Suites to enhance its housekeeping operations and improve overall customer experience. The HR perspective is central to this research, aiming to improve employee motivation and satisfaction, ultimately leading to better cleanliness standards and a competitive advantage for the service apartment.

Assignment 1 – Research Project Details
Report title Relating room attendant’s performance with the cleanliness of the room in
Meriton service apartment
Industry partner Meriton Suites is established in 2003 as Meriton Serviced Apartments in
Australia. It is one of oldest Meriton property was founded in Danks St.,
Waterloo. It provides hollow studios related to 3 bedroom suites that are
equipped of plush bedding, full gourmet kitchen, internal laundry, lounge,
and modern furnishings. Housekeeping area is essential for hotel
operation within the hotel and associated with the cleaning of bedrooms
and public sector within Meriton service apartment. There are about 25
room attendants to clean the room in this apartment (Chiang, and Liu,
2017). The investigator of this project is performing as an HR manager in
Meriton service apartment.
Research field This study comes in the Human Resource Management department
Overarching
problem
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
influencing factor of cleanliness.
The key concerned areas are related to ‘Bathroom and Toilets’ and the
least area is related to ‘Exterior’. Meriton service apartment is facing the
number of customer complaints on social networking sites regarding the
cleanliness of the rooms (Kensbock, et. al., 2016).
The word of mouth can be suggested to influence the purchasing
behavior of customers. As ‘cleanliness’ of Meriton service apartment is
directly associated with HR department hence, the researcher will focus

on issues, and recommendation that would be used to provide higher
satisfaction and motivation to its employees. Consequently, Meriton
service apartment would be competent to deal with the issues (Chiang,
and Liu, 2017).
Overarching
research aim
The primary aim of this study is to explain thoughts of room attendants
that will be used with relation to enhancing the present problems of
cleanliness in Meriton service apartment. The following objectives will be
accomplished by the researcher to meet the aim of the study:
 To explore the perception of employees towards the room
cleanliness
 To discover the primary causes of Room Attendants to perform
below standard
 To explain the existing scenario of cleanliness in Meriton service
apartment
 To recommended strategies for overcoming the problems of
cleanliness in Meriton service apartment
Research
questions(s)
 What do you understand by employee’s perceptions of room
cleanliness?
 What are the causes of Room Attendants to perform below
standard?
 What is the recent scenario of cleanliness in Meriton service
apartment?
 Which strategies could be used to overcome the problems of
cleanliness in Meriton service apartment?
Literature  Employee’s perceptions

review:
Keywords used
for literature
search
 Causes of Room Attendants
 A recent scenario of cleanliness
 Strategies for improving problems of cleanliness
Literature
review: Name 2
relevant articles
Kensbock, S., Jennings, G., Bailey, J. and Patiar, A., 2016. Performing:
Hotel room attendants’ employment experiences. Annals of Tourism
Research, 56, pp.112-127.
Chiang, C.F. and Liu, B.Z., 2017. Examining job stress and burnout of
hotel room attendants: internal marketing and organizational commitment
as moderators. Journal of Human Resources in Hospitality &
Tourism, 16(4), pp.367-383.
Knox, A., Warhurst, C., Nickson, D., and Dutton, E., 2015. More than a
feeling: using hotel room attendants to improve understanding of job
quality. The International Journal of Human Resource
Management, 26(12), pp.1547-1567.

Company letter
29 March 2019
Dear respondents,
Greeting!
I am conducting this research entitled “Relating room attendant’s performance with the
cleanliness of the room in Meriton service apartment” due to improving my career in the HR
field.
Hence, I appeal for you to provide support regarding the required data related to research
concerns. Kindly grant me permission for conducting the interview and survey through a
questionnaire on room attendants and Housekeeping supervisors currently working in
Meriton service apartment with respect to research issues.
I would like to express my gratitude for your backing in this research.
Appreciate to you to provide me your backing.
Yours sincerely,
Name of student
Contact number
Email address
Senior Manager of the company
Matthew Thomas
Meriton service apartment