Advisers

Roland Rambo B. Jayoma, MBA, CHP

Discipline

Hospitality Management

Abstract

This study examined how guest tipping influenced the work motivation and service quality of housekeepers at Sun Star Grand Hotel in Metro Manila. It focused on whether gratuities served as a primary incentive for improved service delivery or as a supplementary benefit and documented housekeepers’ perceptions of tipping in relation to their responsibilities for cleanliness and guest comfort. The study used a quantitative descriptive design involving twenty active housekeepers. Data were collected through structured questionnaires covering respondent characteristics, work motivation, and service-quality perceptions. Frequency distributions and weighted means were used to summarize the data. The respondents were predominantly young, male, college undergraduates, and employed for less than a year. They reported that tipping strengthened their sense of professional appreciation and value and encouraged attentiveness, politeness, and efficiency in completing assigned tasks. The findings indicated that respondents perceived tipping as contributing to more personalized and higher-quality guest service. The study recommended transparent tipping guidelines, formal recognition programs, and targeted training to help housekeepers manage guest expectations while maintaining service quality regardless of tip amount. Regular staff and guest surveys were also recommended to guide policy refinement and support improved working conditions.

Keywords

work motivation, service quality, guest tipping, housekeepers