Group 10 - First Trial

Republic of the Philippines
Eulogio “AMANG” Rodriguez

Institute OF Science and Technology
General Mariano Alvarez, Cavite
“EFFICIENCY OF HOTEL HOUSEKEEPING STAFF ON ROOM TURNOVER IN
SELECTED HOTELS IN CARSIGMA: BASIS FOR IMPROVEMENT”
A thesis presented to the Faculty of Eulogio “AMANG”
Rodriguez Institute of Science and technology
In Partial Fulfillment of the Requirements for the Degree
Bachelor of Science in Hospitality Management
Major in
Hotel and Restaurant Management
By:
Flores, Jhon Michael A.
Morales, Sheena C.
Salcedo, Dianne B.
Silvestre, Neslyn
Gabuya, Pamela M.
2023

CHAPTER 1
The Problem and Its Background
Introduction
The practice of hotel management is not just a normal job
next door. It does not just stand with the fact that it requires
a huge amount of effort and energy, but most importantly, it is a
skill that is carefully trained and learned throughout a course
of time and practice. The hotel sector handles all forms of guest
lodging. In actuality, the hotel sector encompasses both short-
term and overnight lodging options such as homestays, hotels,
lodgings, and dormitories in addition to high-end hotels and
resorts. While guests are far from their homes, hotels primarily
serve to supply them with food, beverages, services, and
lodgings.
Beginning in the early 17th and 18th centuries,
entrepreneurs in America built and established inns to meet the
demands of travelers for lodging. When these inns first opened,
they only provided the most basic services, but then as time went

on and interest for relatively brief lodging increased, the hotel
owners were ready to give their customers more amenities. Since
then, as consumers became increasingly prepared to spend more for
higher-quality services, the hotel sector has continued to grow.
This sector has continuously worked to meet the shifting needs of
society and has grown to be a crucial facet of the economy.
Nowadays, guests may discover many sorts of lodging depending on
their budgets, between affordable bed & breakfasts, to
magnificent 5-star hotels.
While hotels are in charge of the whole stay and
comfortability of the guests throughout their staycation
experience, they are also in charge of the maintenance of its
cleanliness and proper etiquettes before it can be occupied by a
client or after it has been occupied by a previous one. This is
referred to as room turnover. Most of the time, housekeeping
staff are taking longer periods of time to turn over a room to a
new guest or client. Various reasons could be the cause of this
matter, but most of the time, the mere reason is the lack of
training, proper orientation, and insufficient professional
practice among housekeeping staff.


This research study, therefore, shall assess the efficacy of
the housekeeping staff services in selected hotels at CARSIGMA or
Carmona, Silang, and GMA Cavite in terms of room turnover. This
study shall be significant in terms of determining and assessing
the performance and level of professional training of the said
concerned locality as well as improve the practice using various
interventions. The results of this study shall yield towards a
conclusion that may serve as reference for future studies and
investigations.
Theoretical Framework

Conceptual Framework
This framework shows the overall outline of the study. It
can be expressed by using the input, process, output framework
(IPO).
INPUT PROCESS OUTPUT
1. What is the 1.Selecting the Made an offer to

demographic profile respondents hire more employees
of the respondents 2. Gathered data to complement the
as to; 3. Conducting a necessary numbers
1.1 Age
1.2 Sex survey required in meeting
1.3 Educational 4. Analyzing the the efficiency of
Attainment information gathered housekeeping
1.4 Training 5. Making conclusion turnovers.
1.5 Seminar Attended
2. What are the

standards of
housekeeping shall
perform by hotel
housekeeping staff
in terms of;
2.1 Bathroom
Cleaning
2.2 Bed Making
2.3 Vacuuming
2.4 Window Cleaning
2.5 Polishing
3. How do the guests

and housekeeping
staff observe the

housekeeping as for
the above mention
variables?
Statement of the Problem
The study sought to determine the efficiency of hotel
housekeeping staff on room turnover. Specifically, it aims to
answer the following questions;
1. What is the demographic profile of the respondents as to;
1.1 Age
1.2 Sex
1.3 Educational Attainment
1.4 Training
1.5 Seminar Attended
2. What are the different housekeeping skills shall perform by
hotel housekeeping staff in terms of;
2.1 Bathroom Cleaning
2.2 Bed Making
2.3 Vacuuming

2.4 Window Cleaning
2.5 Polishing
3. How do the guests and housekeeping staff assessed the
housekeeping standard in the above mention variables?
4. Is there a significant difference between the assessment of
guests and hotel housekeeping staff on housekeeping skills?
5. Based on findings, what improvement may be proposed?
Hypothesis
There is no efficiency in the assessment of hotel
housekeeping staff on room turnover.
Scope and Limitation of the Study
The scope of the study will be conducted to determine the
efficiency of hotel housekeeping staff turnover in selected
hotels in CARSIGMA. The researchers will gather the data through
questionnaires and supplement with an interview. The respondents
of the study are the guests, customers, and staff who will
represent the population.


The study will not cover other aspects of the hotel's
operations, such as its management and marketing. The study will
also not cover the environmental impact of the hotel's
operations.
Significance of the Study
This study examined the effects on turnover associated with
the benefits in the hotel specific emphasis on turnover since
there is so much interaction between staff and guests. The result
of the study will be of great benefit to the following:
Customers/Guests will be beneficial to this study as to
experience the quality service of the hotel establishment.
Hotel Owners will benefit from this study and provide a
proper plan and useful information to improve the housekeeping
department of the establishment.
Housekeeping Staff will benefit from this study to improve
the skill of every staff to ensure the customer's satisfaction.


Future Researchers this study provides the need for future
research and studies related to this one. They may use it as a
future reference for more studies.
Students this study helps them to gain knowledge about
providing a proper quality service and customer's satisfaction
and can be used as reference for their future research.
Definition of Terms
The terms used in this study are defined to provide a common
frame of reference for better understanding of the study. Hence,
the following terms are defined conceptually and operationally.
Amenities something that helps to provide comfort,
convenience, or enjoyment.
Duties an obligation that one has to fulfill and
responsibility is the act of accepting and acting on a task that
has been assigned to you.
Hotel's operations include all activities necessary to keep
a hotel running and to deliver a good guest experience.


Housekeeping the work or activity of cleaning and preparing
rooms for customers (as in a hotel) often used before another
noun. housekeeping services took a housekeeping job at a nearby
hotel.
Practices the actual application or use of an idea, belief,
or method, as opposed to theories relating to it.
Quality service is a measure of how an organization delivers
its services compared to the expectations of its customers.
Room attendants works within the housekeeping department and
is primarily responsible for keeping guest rooms clean, tidy and
safe.
Sanitary measures rules, measures and regulations designed
to protect human, animal and plant life and health, from risks
arising from additives, contaminants, toxins or disease-causing
organisms.
Staffs these are all the people employed by a particular
organization.
Sustainability consists of fulfilling the needs of current
generations without compromising the needs of future generations,
while ensuring a balance between economic growth, environmental
care and social well-being.


Turnover to give something to someone in authority or
someone who has a legal right to it, or to give someone legal
responsibility for something.
Chapter 2
Review of Related Literature and Studies
The researchers will gather relevant information from
related literature and studies, which will include published and
unpublished thesis works, websites, and research articles found
on the internet.
Local Literature
According to Maria Margarita P. Cruz (2017) For a hotel to
survive, it must consistently perform at its most fluid
efficiency. Inefficient performance means wastes in the use of
hotel inputs that is detrimental in maintaining low operating
expenses to sustain survival in the hotel industry. The
efficiency and productivity of the sample were assessed using


slack-based and Malmquist productivity index models of the Data
Envelopment Analysis (DEA). However, technology was obsolete and
could cause the downtrend in revenue or tourist visits. It also
hinted at decreasing returns to scale. Slacks revealed that an
average deluxe hotel should reduce its inputs (operating
expenses, capital, employees and rooms) wastages to catch up with
Pan Pacific Hotel Manila.
According to Sarika Joshi (2016) Housekeeping is physically
demanding job that includes many tasks. Hence, evaluating the
housekeeping services, one finds that many of the tasks are
repetitive in nature such as bed making, buffing, and vacuuming,
emptying garbage, tidying, dusting and cleaning floors. The
housekeeping room attendants are required to carry or move tons
of trash and used linen every day and it is easy to see that many
of the injury types are directly related to the tasks performed
in housekeeping operations. Ergonomics is the practice of
designing equipment and works tasks to suit to the capability of
the worker. It would definitely reduce the risk of
musculoskeletal disorders to the housekeeping staff.


According to Joanna Marie Tuzon – Guarin (2016) The
standards of hotel and restaurant services encourage tourists and
investors to stay in the country. The research assessed the
housekeeping management practices and standards of hotels in
Ilocos Sur in terms of cleanliness, orderliness, sanitation and
safety, facilities/equipment, materials control and effective
maintenance and the problems encountered in the housekeeping
department. The housekeeping management practices were rated
"very good." Cleanliness was rated "outstanding" while all the
other standards were rated "very good." Problems affecting the
housekeeping department of the hotels and restaurants were
evaluated as "slightly serious." Hotels in Ilocos Sur are clean,
safe, secure, and comfortable but some lack modern equipment and
facilities.
Foreign Literature
According to an article written by RubberMaid (2020)
entitled, “How long should it take to clean a hotel room, and how
can you reduce the time involved,” the amount of time taken for a
housekeeping staff to turnover a room to a new guest should be


around 20 to 30 minutes as the said work includes cleaning,
proper bed folding, and sanitary measures and protocols. However,
due to the fact that most housekeeping staff were not properly
trained and oriented with the time constrained job, the article
mentioned ways to be efficient in terms of the speed of hotel
turnover. According to the article, a staff can best reduce the
time of housekeeping and room turnover by preparing the materials
and cleaning resources beforehand and making sure that there are
enough stocks for it as most of the time, the reason for
consuming lots of time in cleaning is the fact that there are not
enough materials available. Moreover, the article also
highlighted the act of proper bed making, especially in the
duration of a shorter period of time. It is also one of the most
crucial part of housekeeping as the beds are supposed to be
properly folded, neat, and fresh.
In an article published by Preno (2022) entitled, “Hotel
Housekeeping: Tips & Tricks for Cleaning Hotel Rooms,” another
set of techniques and methods were presented in order to reduce
the time of cleaning among housekeeping staff during room
turnover. The article acknowledges that the job is truthfully


challenging and pressuring, as it requires fast service while
delivering it with quality. It suggests the “Sort, Set in order,
Shine, Standardise, and Sustain” method in housekeeping and room
turnover. According to the article, sorting through everything
and getting rid of anything unnecessary is the first step. This
will assist to simplify the workplace and make it simpler to find
stuff. It's time to put everything in order once everything has
been sorted. This entails arranging everything in a way that can
be discovered and utilized with ease and in its right location.
Shining or cleaning the area comes next. The workspace will
become more aesthetically pleasing and welcoming as a result. At
this stage, it's important to sanitize the entire room and make
the bed correctly.
The area must be standardized as the fourth stage. In order
for everyone to know how to behave and where stuff is intended to
go, this entails developing an unified system for just how things
are conducted. It is essential that all of the visitors'
possessions were arranged and stowed correctly at this stage. The
system's maintenance is the final phase. This entails regularly
ensuring that the workspace is organized and tidy. Cleaning


should be done in a consistent and orderly manner, as will be
demonstrated shortly.
An article published by Gilfedder (2023) entitled, “HOW A
PEOPLE-FIRST APPROACH TO TRAINING REDUCES HOTEL TURNOVER,”
discussed one method that is focused on training hotel
housekeeping staff in order to reduce the time of room turnover
as well as keeping the quality of their service. According to the
article, in the process of creating a training system, hotels
frequently put performance first. Well defined and quantifiable
goals for growing knowledge, abilities, and aptitude should be
part of a well-designed training program. For instance, training
can speed up the front desk's reaction to visitors and cut down
on the amount of time it takes cleaning to prepare a room.
The people-approach is a training plan that focuses more on
the capabilities of the housekeeping staff than the measures and
activities they are expected to do. According to the article,
this kind of training approach is more effective than the first
mentioned one since this focuses on the strengths and weaknesses
of each employee, thus, determining their personal needs that may


help them in their work performance. And most importantly, it
keeps the staff feeling appreciated and develops a sense of
loyalty to their job and employer.
Local Studies
According to chhavi sahai (2021) A widespread problem that
hotels are currently facing pertains to staffing shortages.
Lensing the focus to the housekeeping department where turnover
is often at resource-exhaustive rates, a common trend pertaining
on the research highlighted is that the line of work is not seen
as desirable, only attracting those students who desperately need
a job and who are not motivated to stay beyond the base need for
a weekly stipend. Some staff members end up staying from lengthy
breadths of time and become cherished members of a property's
team, while others view the job as merely temporary until
something better comes along with an exit soon after being put on
the job. Due to lacklustre and no clear path of upward


trajectory, it proves very difficult to entice those youthful
candidates looking for employment that promises fruitful returns
over the long run. Furthermore, seemingly housekeeping strikes
candidates as a job and not a career.
Based on Ms. Pallavi Subhash Chaudhari (2021) The purpose of
their research is to determine the hotel services qualities.
There are a number of models used in the hotel sector to gauge
the level of service and satisfaction provided to guests.
However, SERVQUAL, HOLSERV, and the LODGING QUALITY INDEX are
three of the most widely used and comprehensive models in the
research. As a consequence, two of the four initial structures
were shown to have an impact on customer satisfaction directly.
Understanding and Competency were shown to have a direct impact
on customer satisfaction in the research. The reliability,
responsiveness, understanding, and competence comprised the final
model's four components, all of which had a direct impact on
customer satisfaction. When it comes to providing cleaning
services, luxury hotel management must appreciate the importance
of "Competency" and "Understanding" and teach their staff in
order to do it effectively, politely, and anticipatorily.


According to Grayfield T. Badjao (2019) Housekeeping
standard practices are vital to the hospitality industry because
they promote and guide the performance of the room attendants. It
is an evaluation tool for the management and employees to ensure
efficiency and proficiency during their work. Housekeeping
standard practices are also used to provide a framework for
developing quality competency checklists or proficiency
evaluations for a specific housekeeping manager or supervisor for
the development of their attendants. These norms may be used as a
comparison tool to evaluate the housekeeping staff's performance
if the housekeeping manager or supervisor suspects poor
performance, unsafe work habits and non-adherence to the
organizational policies and widely- accepted housekeeping
guidelines. The findings will be the basis for corrective action
to avoid deviation between the housekeeping standard practices
and the actual performance of the room attendants. The
housekeeping department is one of the departments in the hotel
organization whose primary responsibility is to keep the hotel
area clean and tidy. The success and credibility of the hotels'
business depend mainly on their quality standard practices and


competent professionals who performed the tasks as mentioned
above. One of the motivating factors to have top quality service
is dedication, passion, and commitment among its housekeeping
staff. The team succeeds in building and maintaining the right
image and reputation of the hotel by providing excellent and
quality service through standard practices.
Foreign Studies
According to MS Andrade (2021) The hospitality industry is
characterized by poor work-life balance, high turnover rates and
limited rewards. Hotel housekeepers report lower levels of
satisfaction than other hospitality workers in terms of work-life
balance, pay, relationships with managers, useful work and
interesting work. Housekeepers play an important role in hotel
quality and guest satisfaction. As such, understanding and
addressing factors contributing to job satisfaction for hotel
housekeepers is critical for managers.
Based on ED Willie (2021) Employee turnover is detrimental
to organizational performance, productivity, and profitability.


Decreasing employee turnover is important for hospitality leaders
to increase employee productivity, raise customer satisfaction
and increase organizational profits.
According to Codling (2022) Staff turnover rate usually
affects an organization’s performance, productivity and
profitability, and can contribute to the loss of assets and
resources. This sector of the hospitality and tourism economy was
selected for the study as it is deemed to be very demanding and
oftentimes overwhelming. In general, the sector is believed to be
very stressful especially since the employees have to deal with
satisfying the needs and wants of customers and uncertain working
conditions.
Based on ED Willie (2021) High employee turnover rates often
lead to business failure, an unmotivated workforce, and a lack of
attractiveness to skilled workers.
Walsh and Taylor (2007) in their study focused on advantages
of employee turnover. They find that it is a natural process of
downsizing the workforce. But at the same time they find that due

to employee turnover the production and the profit of the
organization is adversely impact.
Synthesis

CHAPTER 3
Methodology
This chapter discusses the different procedures of research
such as research design, population and sampling, respondents of
the study, research instrument, data gathering procedures, and
statistical treatment of data.
Research Design
The research method that was used in this study is
quantitative research. According to Bhandari (2020), quantitative
research is defined as the process of collecting and analyzing
numerical data. It can be used to find patterns and averages,


make predictions, test casual relationships, and generalize
results to wider populations.
The research design that was used in this study is a
descriptive research design. According to Martyn Shuttleworth,
descriptive research design is a scientific method which involves
observing and describing the behaviour of a subject without
influencing it in any way. Many scientific disciplines,
especially social science and psychology, use this method to
obtain a general overview of the subject. This research method
and design are appropriate in this study because the researchers
wanted to know about the efficacy of hotel housekeeping staff on
room turnover.
Population and Sampling
This study used purposive sampling in choosing the
participants. The available housekeeping staff and guests in
selected hotels in Cavite, particularly in Carmona, Silang, and
GMA Cavite, are the ones who will participate in the conducted
study.

Respondents of the Study
The respondents of the study are the Hotel housekeeping
staff and guests/customers of Selected Hotels in CARSIGMA. The
researchers took 80 participants to answer the survey
questionnaires.
Research Instrument
Data Gathering Procedure
The following are the step-by-step techniques on how the
researchers obtained the study data on the “Efficiency of Hotel
Housekeeping Staff on Room Turnover in Selected Hotels in
CARSIGMA: Basis for Improvement”
1. Selecting the Respondents
The selected respondents are hotel staff members and
guest/customer at the hotels in CARSIGMA. The researchers' needs
assessment Survey, which they utilized in their recommendation
of, served as the foundation for choosing respondents for
“Efficiency of Hotel Housekeeping Staff on Room Turnover in
Selected Hotels in CARSIGMA: Basis for Improvement”.


2. Getting approval to carry out the study
In order to conduct the proposed study when and where it
would be most convenient for the participants, the researchers
requested permission from the chosen staff and guest.
3. Conducting the survey
The participants were instructed on the nature of the
questions and how to respond. The participants were given
adequate time to think about the replies. If necessary,
researchers are anticipating participants' inquiries. Each
participant is free to express their thoughts and emotions in
their response.
4. Analyzing the data
The researchers assembled and examined the data they had
gathered. The information acquired through the community needs
assessment was examined by the researchers.


5. Compiling data and making conclusion
The researchers generated a table for the data containing
the participant responses after assessing the data they had
gathered. The researchers use data analysis to create conclusions
and suggestions that are in line with the findings of the study
of “Efficiency of Hotel Housekeeping Staff on Room Turnover in
Selected Hotels in CARSIGMA: Basis for Improvement”.
Statistical Treatment of Data
In general, a percentage frequency distribution is a graph
that shows the percentage of observations for each data point or
set of data points. It is a popular way to express the relative
frequency of survey results and other data. Bar graphs, pie
charts and tables are frequently used to represent percentage
frequency distributions.
Formula:
P=F/N x 100

P = percentage
F = frequency
N = total number of populations

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Republic of the Philippines

Eulogio “AMANG” Rodriguez

“EFFICIENCY OF HOTEL HOUSEKEEPING STAFF ON ROOM TURNOVER IN

SELECTED HOTELS IN CARSIGMA: BASIS FOR IMPROVEMENT”

A thesis presented to the Faculty of Eulogio “AMANG”

Rodriguez Institute of Science and technology

In Partial Fulfillment of the Requirements for the Degree

Bachelor of Science in Hospitality Management

Hotel and Restaurant Management

Flores, Jhon Michael A.

Eulogio “AMANG” Rodriguez

The Problem and Its Background

The practice of hotel management is not just a normal job

a huge amount of effort and energy, but most importantly, it is a

skill that is carefully trained and learned throughout a course

lodging. In actuality, the hotel sector encompasses both short-

term and overnight lodging options such as homestays, hotels,

lodgings, and dormitories in addition to high-end hotels and

serve to supply them with food, beverages, services, and

Beginning in the early 17th and 18th centuries,

entrepreneurs in America built and established inns to meet the

demands of travelers for lodging. When these inns first opened,

Eulogio “AMANG” Rodriguez

on and interest for relatively brief lodging increased, the hotel

owners were ready to give their customers more amenities. Since

then, as consumers became increasingly prepared to spend more for

higher-quality services, the hotel sector has continued to grow.

This sector has continuously worked to meet the shifting needs of

society and has grown to be a crucial facet of the economy.

Nowadays, guests may discover many sorts of lodging depending on

their budgets, between affordable bed & breakfasts, to

magnificent 5-star hotels.

While hotels are in charge of the whole stay and

comfortability of the guests throughout their staycation

experience, they are also in charge of the maintenance of its

cleanliness and proper etiquettes before it can be occupied by a

client or after it has been occupied by a previous one. This is

referred to as room turnover. Most of the time, housekeeping

staff are taking longer periods of time to turn over a room to a

new guest or client. Various reasons could be the cause of this

training, proper orientation, and insufficient professional

practice among housekeeping staff.

Eulogio “AMANG” Rodriguez

This research study, therefore, shall assess the efficacy of

the housekeeping staff services in selected hotels at CARSIGMA or

Carmona, Silang, and GMA Cavite in terms of room turnover. This

study shall be significant in terms of determining and assessing

the performance and level of professional training of the said

concerned locality as well as improve the practice using various

interventions. The results of this study shall yield towards a

conclusion that may serve as reference for future studies and

Eulogio “AMANG” Rodriguez

This framework shows the overall outline of the study. It

can be expressed by using the input, process, output framework

INPUT PROCESS OUTPUT

1. What is the 1.Selecting the Made an offer to

2. What are the

3. How do the guests

Eulogio “AMANG” Rodriguez

Statement of the Problem

The study sought to determine the efficiency of hotel

housekeeping staff on room turnover. Specifically, it aims to

answer the following questions;