Impact of Outsourced Housekeeping Services on Guest Satisfaction with

The main goal of Hotel industry business is to meet guests’ needs while achieving profit targets. satisfaction is the very important factor for the Hotel industry. It enhances Hotels’ reputation, increases room sales as satisfied guests are more frequent visitor and increases profitability. Major Star Hotels Outsource Housekeeping services sustain cost effectiveness, saves time, improves service quality and improves efficiency of department. This study focuses on the impact of outsourced Housekeeping services on guest satisfaction keeping in view the Hotels which are outsourcing Housekeeping services. This study considered the few attributes of Housekeeping staff and Cleanliness of outsourced areas impact on Guest Satisfaction. The data was collected from Guests who stayed in Star category Hotels of Pune. Keyword: Guest Satisfaction, Outsourcing, Housekeeping Services Introduction: The main goal of service industry business is to meet guests’ needs while achieving profit targets. This customer-orientation is now essential because of the increasing competition and quality requirements (Chikán 1997). The tourism hotel sector it has been proven that quality leads to both satisfaction (Patterson and Spreng 1997, Caruana, Money, and Berthon 2000, Baker and Crompton 2000, Cronin et al. 2000) and perceived | Volume – 2 | Issue – 1 | Nov-Dec 2017 6470 | www.ijtsrd.com | Volume Journal of Trend in Scientific and Development (IJTSRD) International Open Access Journal Respect to Star Hotels Pune Honey Tyagi Research Scholar, Savitribai Phule Pune University, Assistant Professor, AISSMS College of Management & Catering Technology, Pune

The main goal of Hotel industry business is to meet guests' needs while achieving profit targets. The Guest satisfaction is the very important factor for the Hotel It enhances Hotels' reputation, increases room sales as satisfied guests are more frequent visitor and Major Star Hotels Outsource Housekeeping services to sustain cost effectiveness, saves time, improves service department. This the impact of outsourced Housekeeping services on guest satisfaction keeping in view the Hotels which are outsourcing Housekeeping This study considered the few attributes of and Cleanliness of outsourced areas impact on Guest Satisfaction. The data was collected from Guests who stayed in Star category Hotels of

Guest
Satisfaction, Outsourcing, business is to meet guests' needs while achieving profit targets. This orientation is now essential because of the increasing competition and quality requirements The tourism hotel sector it has been proven that quality th satisfaction (Patterson and Spreng 1997 The Guest satisfaction is the very importan the Hotel industry. It enhances Hotels' reputation, increases room sales as satisfied guests are more frequent visitor and increases profitability. In this study, the researcher finds the impact of outsourced Housekeeping services on guest sat keeping in view the Hotels which are outsourcing Housekeeping services. This research has been done in continuation to the previous research which was on Outsourcing :A study on benefits to Housekeeping departments in Hotels(Honey Tyagi, July 2015).It has been observed through previous researches, Hotels outsource various Housekeeping services to sustain cost effective housekeeping operations, improves quality, efficiency and performance of the department.  enhance the company's reputation and positive image  increase sales volume, satisfied customers are more frequently purchase  lower marketing costs of attracting new customers  increase positive word of mouth providing instant awareness and lowering the buyer's risk  improve more effective respond to customer needs  lower transaction costs  reduce the rate and costs of false performance  fewer resources devoted to handling and managing complaints  increase the stability of staff  indicate increased loyalty, loyal customers are likely to continue to purchase from the same supplier  insulate current customers from competitive efforts causing less churn  reduce price elasticity, as satisfied customers are willing to pay for the benefits and more likely to be tolerant of increases in prices  increase profitability and market share lead to better economic returns of investment

Research Methodology
Primary Data: The data required for the research was collected using the following techniques: Questionnaire: A questionnaire was drafted constituting straight forward and relevant

A. Staff Attributes : Impact on Guest Satisfaction
Interpretation: The Outsourced Housekeeping staff attribute has been observed by guest and also their interaction with during their stay, for various Housekeeping services which are outsourced. The attributes which are studied (on the scale of 1 to 5 where 1 is Very Unsatisfied and 5 are Very satisfied), in this research are: a. Courteous: It has been found that this at Housekeeping staff acknowledges them by wishing as per the time and guests were satisfied by the staff Courtesy.
b. Well Groomed: The staff has been observed for grooming which guest rated them above sa observed was well groomed and this attributes makes a positive impact on guest satisfaction c. Uniform Cleanliness: The Housekeeping staff Uniforms were observed clean and guest were satisfied with cleanliness of staff Uniform.
d. Handling Guest queries-The guest found satisfied when they had interaction with Housekeeping staff for queries related to housekeeping services. transformational or strategic outsourcing. In general, there exist three main clusters of reasons driving the outsourcing decisionreducing cost, improving operational performance and The data required for the research was collected using Questionnaire: A questionnaire was drafted constituting Questions and circulated over to the stayed in star Hotels. The data collected in also online.
Sampling: The sample comprised of 60 Guests who stayed in 15 Star category Hotels of Pune, Hotel four guests data are collected. These Hotels outsource the Housekeeping services mentioned in this study.

Secondary data
The required secondary data was collected from published journals, online journals, books & internet.

Staff Attributes : Impact on Guest Satisfaction
The Outsourced Housekeeping staff attribute has been observed by guest and also their interaction with during their stay, for various Housekeeping services which are outsourced. The attributes which are studied (on the scale of 1 to 5 where 1 is Very Unsatisfied and 5 are Very satisfied), in this research are: Courteous: It has been found that this attribute has a positive impact on guest satisfaction. The Housekeeping staff acknowledges them by wishing as per the time and guests were satisfied by the staff Well Groomed: The staff has been observed for grooming which guest rated them above sa observed was well groomed and this attributes makes a positive impact on guest satisfaction Uniform Cleanliness: The Housekeeping staff Uniforms were observed clean and guest were satisfied with The guest found satisfied when they had interaction with Housekeeping staff for queries related to housekeeping services. The guest has rated the satisfaction on the scale of 1 to 5 where 1 is Very Unsatisfied and 5 is Very satisfied for the cleanliness of the above areas in Hotel. The room cleaning is done by inhouse staff of the Hotel which are studied for this research. The other areas which are Bathroom, Restaurants, Lobby, Lifts, Parking, Swimming pool and garden comes in the category of Public Areas which are cleaned by Outsourced Housekeeping staff.
Room cleaning which is done by inhouse Hotel Staff has a very satisfied impact on Guests.
Most of the Public areas which are outsourced for cleaning are found to have positive and satisfied impact on Guest. However, Parking cleanliness impact rating is below satisfied.

Recommendation & Suggestions:
As per this research, I would like to recommend the outsourced staff may also have a positive impact on Guest even though they are not Hotel inhouse staff. This positive impact could be the on the various factors of the Outsourced staff being trained well by the agency or they possess good work experience w not considered in this study.
The parking area has been observed less satisfaction impact on guest due to most accessed area by everyone in Hotel, Hence the Housekeeping department may increase the frequency of cleanliness by outsourced The parking area has been observed less satisfaction impact on guest due to most accessed area by everyone in Hotel, Hence the Housekeeping department may increase the frequency of cleanliness by outsourced staff for parking, by doing so this may lead to positive satisfaction on Guest.

Conclusions
The findings of the research are : 7.1 This study considered the Housekeeping staff attributes which are Courteous, Well Groomed staff, cleanliness of uniform and handl impact on Guest Satisfaction. All attributes of outsourced Housekeeping staff have a positive impact on guest satisfaction.

7.2
The cleanliness impact is mostly positive of all public areas except parking area which has less satisfaction.

Limitations
The sample of Hotel does not cover entire strata of population of Pune. However, the sample chosen has a combination of various star categories of Hotels. study is purely based on the information provided by the Guests' of sample hotels. The study is conducted in the current scenario and the opinion, perception and expectations of the respondents may differ with the services provided by the different Outsourced agency. This study considered the Housekeeping staff attributes which are Courteous, Well Groomed staff, cleanliness of uniform and handling guest queries impact on Guest Satisfaction. All attributes of outsourced Housekeeping staff have a positive impact The cleanliness impact is mostly positive of all public areas except parking area which has less The sample of Hotel does not cover entire strata of However, the sample chosen has a combination of various star categories of Hotels. This study is purely based on the information provided by s. The study is conducted in the current scenario and the opinion, perception and expectations of the respondents may differ with the services provided by the different Outsourced agency.

4.30
Cleanliness:Impact on Guest Satisfaction International Journal of Trend in Scientific Research and Development (IJTSRD) ISSN: 2456-6470