Physical Work Environment of Hotel Guest Room Attendants in Cocoon Boutique Hotel at Timog Quezon City: An Assessment

Vol.4, No.1

Abstract

The aesthetics of boutique hotels, such as their distinctive designs, alluring themes, and
intriguing entertainment, have also caught the attention of tourists. Considering production
and intangibility simultaneously, the physical environment influences not only the customers'
mood, expectations, and emotions but also the service providers'. It also plays an important
role in evaluating quality. As a result, the physical environment has been observed to play a
significant role in influencing customer intentions and behaviors toward service providers in
many aspects of the hospitality industry.

The majority of males, aged 27-30, are single. Room attendants face challenges such as
insufficient knowledge, the ability to work independently with less supervision, and
multitasking beyond their ability during peak hours. They also experience verbal and physical
harassment from co-workers and customers and power-tripping from co-workers. They also
face fatigue due to overwork, lack of employees, doing different tasks simultaneously, and
unexpected overtime during peak season. The department must address employee concerns
about equipment, materials, and safety, practice continuous improvement, and improve
communication with co-employees and management to avoid human errors and conflicts.

Hotel managers need to conduct more orientation demonstrations and hands-on practicums
on the tasks and responsibilities for them to work effectively during the housekeeping
operation process. Need for every housekeeper should be reminded of good personality
values, attitude, and behavior to give service to customers. An action plan that assists in
improving the quality of the working environment and turning weaknesses into strengths is
recommended. By evaluating and identifying a positive culture with the right leadership,
hospitality organizations can adopt sustainable business strategies.