Faculty & Research
A New Method for Measuring Housekeeping Performance Consistency
Vol 6 No 11
By: Michael C. Sturman Ph.D.
Executive Summary: 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. To participate and receive a personal analysis, register with the Center for Hospitality Research and then download the research kit from the CHR website at: Download the Hotel Data Cleaning Kit .
Each participant will receive a brief report on the consistency of their housekeeping function and a benchmark report describing their performance consistency relative to other hotels providing the same level of service.
Hotel Data Cleaning Kit
Download the Hotel Data Cleaning Kit
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- A New Method for Measuring Housekeeping Performance Consistency By: Michael C. Sturman Ph.D.
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Other Reports or Articles You May Find of Interest
- Intellectual Capital: A Key Driver of Hotel Performance
- Development and Use of a Web-based Tool to Measure the Costs of Employee Turnover: Preliminary Findings
- A Picture Is Worth a Thousand Words: Using Photo-Elicitation to Solicit Hotel Guest Feedback
About Michael C. Sturman Ph.D.
Michael C. Sturman teaches undergraduate, graduate and executive education courses on human resource management, compensation and cost-benefit analysis. His research focuses on the prediction of individual job performance over time, the influence of compensation systems, and the impact of human resource management on organizational performance. He has published research articles in such journals as the Journal of Applied Psychology, Academy of Management Journal, Personnel Psychology, and Journal of Management. He has also published practitioner papers in the Cornell Hospitality Quarterly, International Journal of Hospitality Management, Lodging Magazine, Lodging HR, A.A.H.O.A. Hospitality , HR.Com, and The American Compensation Association Journal. Sturman is the Kenneth and Marjorie Blanchard Professor of Human Resources. He holds a PhD, MS, and BS from Cornell University’s School of Industrial and Labor Relations, and is a Senior Professional of Human Resources as certified by the Society for Human Resource Management.
For more information visit http://www.hotelschool.cornell.edu/research/facultybios/faculty.html?id=96
