Evaluating the Effects of Lost and Found Policies on the Efficiency of Hotel Housekeeping Operations and the Trust of Guests
DOI:
https://doi.org/10.59890/ijebma.v6i2.2245Keywords:
RFID Technology, Housekeeping Efficianecy, Guest Trust, Lost and FoundAbstract
This study examines the influence of lost and found protocols on the effectiveness of housekeeping operations and the level of trust from guests, with a specific emphasis on the integration of RFID technology in New York Hotel Melaka The research used a qualitative methodology, including semi-structured interviews, case study observations, and document reviews. It discovered that the implementation of RFID technology resulted in a 50% decrease in the time needed to handle and return lost goods. This improvement greatly enhanced operational efficiency and visitor satisfaction. The technology also enhanced staff work satisfaction by reducing manual administrative duties. The limitations of the research are twofold: firstly, it only focuses on a particular hotel, and secondly, it excludes alternative technology options. These factors may impact the generalizability of the findings. Hotels should combine innovative technology with thorough staff training and standardized procedures to improve lost and found management. This research provides novel insights on the advantages of RFID technology in managing lost and found items, so adding to a more comprehensive knowledge of how technology may improve hotel operations and increase visitor experiences
References
Acar, E., Demir, G. Ş., Temizçeri, T., & ... (2019). Design of a Decision Support System (DSS) for Housekeeping Operations. Proceedings of the …, Query date: 2024-07-22 21:03:47. https://doi.org/10.1007/978-3-319-92267-6_70
Adhistyo, T., Hardiani, W., & ... (2021). Effect Of E-Service Quality And Online Review on Guest Satisfaction at Virtual Hotel Operator in The City Of Semarang. Kontigensi: Jurnal Ilmiah …, Query date: 2024-02-11 19:46:56. https://jurnal.dim-unpas.web.id/index.php/JIMK/article/view/199
Ahn, J. (2020). Green hotel brands in Malaysia: Perceived value, cost, anticipated emotion, and revisit intention. Current Issues in Tourism, 23(12), 1559–1574. https://doi.org/10.1080/13683500.2019.1646715
Alnawas, I. (2019). Examining the key dimensions of customer experience quality in the hotel industry. Journal of Hospitality Marketing and Management, 28(7), 833–861. https://doi.org/10.1080/19368623.2019.1568339
Ambardar, A., Singh, A., & Singh, V. (2023). Barriers on implementing ergonomic practices in hotel housekeeping. International Journal of Hospitality …, Query date: 2024-07-22 21:03:47. https://www.researchgate.net/profile/Vipin-Singh-30/publication/371450379_Barriers_on_Implementing_Ergonomic_Practices_in_Hotel_Housekeeping/links/65a8dadea59bf45fc9d51299/Barriers-on-Implementing-Ergonomic-Practices-in-Hotel-Housekeeping.pdf
Anabila, P. (2022). Service Quality and Customer Loyalty in Ghana’s Hotel Industry: The Mediation Effects of Satisfaction and Delight. Journal of Quality Assurance in Hospitality and Tourism, 23(3), 748–770. https://doi.org/10.1080/1528008X.2021.1913691
Ban, H., Choi, H., Choi, E., Lee, S., & Kim, H. (2019). Investigating key attributes in experience and satisfaction of hotel customer using online review data. Sustainability, Query date: 2024-06-28 22:11:38. https://www.mdpi.com/2071-1050/11/23/6570
Bhatnagar, E. (2019). Impact of housekeeping services and practices on customer satisfaction and repeat business. Prabandhan: Indian Journal of Management, 12(8), 46–57. https://doi.org/10.17010/pijom/2019/v12i8/146417
Bhatnagar, E., & Nim, D. (2019). Impact of housekeeping services and practices on customer satisfaction and repeat business. gnanaganga.inflibnet.ac.in. http://gnanaganga.inflibnet.ac.in:8080/jspui/handle/123456789/8495
Bhatt, S. (2022). Uses of Social Media and Computer Technologies for Guest Satisfaction and Recommendation Analysis using Machine Learning in Hotels Industries. Proceedings of the 2022 7th International Conference on Computing, Communication and Security, ICCCS 2022 and 2022 4th International Conference on Big Data and Computational Intelligence, ICBDCI 2022, Query date: 2024-03-04 12:51:30. https://doi.org/10.1109/ICCCS55188.2022.10079660
Bidner, K., & Behmke, J. (2022). Managing hotel guest housekeeping within an automated guest satisfaction and services scheduling system. US Patent App. 17/442,870, Query date: 2024-07-22 21:03:47. https://patents.google.com/patent/US20220188726A1/en
Cha, J., & Borchgrevink, C. (2019). Customers’ perceptions in value and food safety on customer satisfaction and loyalty in restaurant environments: Moderating roles of gender and restaurant types. … of Quality Assurance in Hospitality & …, Query date: 2024-06-25 20:29:26. https://doi.org/10.1080/1528008X.2018.1512934
Chaudhari, M. (2021). Hotel Housekeeping Services And Customer Satisfaction. Ilkogretim Online, Query date: 2024-07-22 21:03:47.
Creswell, J. W. (2023). Research Design-Qualitative, Quantitative and Mixed Methods Approach. SAGE Publications.
Darsiah, A., Ingkadijaya, R., & ... (2023). Kualitas Pelayanan Room Boy Terhadap Kepuasan Pelanggan di Hotel Six Senses Uluwatu Bali. YUME: Journal of …, Query date: 2024-03-04 12:47:12. https://www.journal.stieamkop.ac.id/index.php/yume/article/view/3499
González, V. A., Mozo, A. G., & ... (2024). Cleaning guest rooms as care work? Politicization of hotel housekeeping in the Las Kellys movement. Journal of Gender …, Query date: 2024-07-22 21:03:47. https://doi.org/10.1080/09589236.2023.2206639
Islam, M., & Prapty, S. (2022). What Are the Factors That are Preferred by the Visitors in Khulna Region When They Getting Service from the Hotel Industry? Archives of Business Research, Query date: 2024-03-04 12:17:21. https://www.researchgate.net/profile/Md-Islam-1238/publication/372418585_What_Are_the_Factors_That_are_Preferred_by_the_Visitors_in_Khulna_Region_When_They_Getting_Service_from_the_Hotel_Industry/links/64b62d34c41fb852dd8227f1/What-Are-the-Factors-That-are-Preferred-by-the-Visitors-in-Khulna-Region-When-They-Getting-Service-from-the-Hotel-Industry.pdf
Kyalo, J. (2023). Effect of short course training on service delivery in the hospitality industry in housekeeping and laundry department of Kenya Utalii College. Journal of Hospitality and Tourism, Query date: 2024-07-22 21:03:47.
https://www.ajpojournals.org/journals/index.php/JHT/article/view/1386
Lai, I. K. W. (2019). Hotel image and reputation on building customer loyalty: An empirical study in Macau. Journal of Hospitality and Tourism Management, 38(Query date: 2024-02-07 20:55:32), 111–121. https://doi.org/10.1016/j.jhtm.2019.01.003
Marshall, C., Rossman, G. B., & Blanco, G. (2022). Designing Qualitative Research.
Paulose, D. (2022). Perceived Experience, Perceived Value and Customer Satisfaction as Antecedents to Loyalty among Hotel Guests. Journal of Quality Assurance in Hospitality and Tourism, 23(2), 447–481. https://doi.org/10.1080/1528008X.2021.1884930
Permana, A., & Mistriani, N. (2024). Effectiveness of Room Boy’s performance in Optimizing Room Service Quality at Artotel Hotel Semarang. Journal of …, Query date: 2024-07-22 21:03:47. https://journal.banjaresepacific.com/index.php/jimr/article/view/777
Putra, I., Wendri, I., & ... (2020). Concierge excellent service to increase customer satisfaction. International Journal of …, Query date: 2024-03-04 12:17:21. https://ejournal.sidyanusa.org/index.php/injogt/article/download/35/27
Tiwari, A. (2022). A study on the effect of Technological Innovation on Outsourcing in the Hotel Housekeeping Department. 2022 International Mobile and Embedded Technology Conference, MECON 2022, Query date: 2024-05-26 14:22:03, 37–40. https://doi.org/10.1109/MECON53876.2022.9752122
Tiwari, A., Singh, M., & Dahiya, A. (2023). The impact of outsourcing of hotel housekeeping services on hotel performance: A study on 5-star hotels of Delhi NCR. International Journal of …, Query date: 2024-07-22 21:03:47. https://www.openaccessojs.com/JBReview/article/view/905
Veloso, M. (2023). Customer experience in the hotel industry: A systematic literature review and research agenda. International Journal of Contemporary Hospitality Management, 35(8), 3006–3028. https://doi.org/10.1108/IJCHM-04-2022-0517
Verma, P., Singh, M., & Aggarwal, N. (2020). The Effect of Next–Level Housekeeping via Technology on the Perceptions of the Hospitality Aspirants. 2020 8th International …, Query date: 2024-07-22 21:03:47. https://ieeexplore.ieee.org/abstract/document/9197965/
Wijoyo, T. (2023). Operasional Departemen Housekeeping Di Dalam Hotel. BADAN PENERBIT STIEPARI PRESS, Query date: 2024-02-11 19:46:56. https://badanpenerbit.stiepari.org/index.php/stieparipress/article/view/149
Wijoyo, T., Octafian, R., Putri, J., & ... (2023). Pengaruh Fasilitas Dan Media Sosial Promosi Terhadap Keputusan Menginap. NAWASENA: Jurnal …, Query date: 2024-02-21 22:14:18. https://jurnal-stiepari.ac.id/index.php/nawasena/article/view/1318
Yusof, M. F. M. (2021). Work-Related Low Back Pain Among Hotel Housekeeping Workers At Kuala Lumpur. Journal of Advanced Research in Applied Sciences and Engineering Technology, 25(1), 80–93. https://doi.org/10.37934/araset.25.1.8093
Zhu, L. (2020). Sentiment and guest satisfaction with peer-to-peer accommodation: When are online ratings more trustworthy? International Journal of Hospitality Management, 86(Query date: 2023-10-28 13:55:18). https://doi.org/10.1016/j.ijhm.2019.102369
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2024 Adhistyo Wijoyo, surya kurniawan, Septa Intiar, Umar A.J., Bayu A.P
This work is licensed under a Creative Commons Attribution 4.0 International License.
