Advisers

Deanielle B. Mangahas, LPT

Discipline

Hospitality Management

Abstract

Hotel service quality depends heavily on housekeeping, which supports cleanliness, comfort, and operational efficiency. Changing guest preferences, peak seasons, staff shortages, and special requests require departments to balance speed with quality. Adaptive strategies such as cross-training, technology use, clear response protocols, and feedback mechanisms may help maintain standards and improve guest experience. The study used a quantitative descriptive design to examine operational adaptability in the housekeeping department of Astoria Plaza. Thirty employees with varied demographic characteristics were selected through purposive sampling. Data were collected using a validated five-part questionnaire covering demographics, adaptive strategies, operational challenges, and service impact. The housekeeping manager assisted with questionnaire distribution and retrieval, and respondents were assured of confidentiality and voluntary participation. Frequency, percentage, weighted mean, and ordinal ranking on a four-point Likert scale were used for analysis. Most housekeeping staff were over 41 years old, male, employed in entry-level roles, and highly experienced. Respondents rated clear protocols, prioritization, technology, and staff training as very important adaptive strategies for efficiency, coordination, and service quality. Operational challenges—including delayed room turnover, communication gaps, peak-hour pressure, forgotten belongings, employee turnover, limited training, language barriers, cleanliness complaints, staffing shortages, and unavailable supplies—were reported to reduce service consistency, staff experience, and guest satisfaction. The findings emphasized the importance of adaptive strategies in addressing housekeeping challenges and maintaining guest satisfaction. Staff training, clear protocols, technology, and prioritization were associated with stronger efficiency, consistency, teamwork, and service quality. Addressing delayed turnover, communication problems, staffing shortages, and supply limitations may help sustain service standards and positive guest experiences.

Keywords

service quality, guest satisfaction, Challenges, Efficiency, staff training, communication, housekeeping, adaptive strategies, cleanliness, operational adaptability