Document Type

Article

Publication Date

9-1-2006

Abstract

While the importance of housekeepers' task performance (i.e., cleaning) is undeniable, little research has been devoted to developing metrics to evaluate housekeepers' performance. This CHR report describes a pilot study implementing a metric of the overall consistency of housekeeping performance at three hotels, based on cleaning supplies used. Such an approach allows managers to evaluate the consistency of performance within the housekeeping function. Initial results show that the metric has the sensitivity to discover performance inconsistencies, suggesting the need for housekeeper training in certain circumstances. Those interested in using this approach are invited to download a research-data collection kit, and send the data to the author of this report.

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© Cornell University. This report may not be reproduced or distributed without the express permission of the publisher

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