Work Environment of Housekeeping Employees on Job Performance in 3–5 Star Hotels in Nairobi City County, Kenya
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Date
2025-11
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Publisher
Kenyatta University
Abstract
The Multinational Labor Criterion on Safety and Health of employees has categorized
hotel employees among the high-risk groups. Many studies show that hospitality and
service employees work in an ever-changing work environment, which poses
significant challenges to their performance. The housekeeping department is the
keystone of a hotel. It takes care of cleanliness of the entire hotel and keeps a stock list
and maintenance of all the accommodation and public areas. Managing human
resources is the key tool to improve job performance. It is against this context that the
research was undertaken. Specifically, the study examined the influence of the work
environment factors i.e. employee health and safety, teamwork and managerial support,
on the job performance of housekeeping employees in 3–5-star hotels in Nairobi
County, Kenya, while also assessing the moderating role of organizational culture on
the relationship between work environment and the performance of housekeeping
employees in 3–5-star hotels in Nairobi County, Kenya. The study was guided by the
Job Demands - Resource Theory, Human Capital Theory and Person – Environment Fit
Theory, which together explain how work environment, management support and
organizational culture shape employee performance. Targeted respondents were rooms,
laundry and public area employees of the housekeeping department in 3–5-star hotels.
Primary data was collected from sampled housekeeping staff of 3 – 5-star hotels in
Nairobi, using structured self-completion questionnaires. Sample frame was drawn
from housekeeping top management through purposive sampling and from the middle
and lower management through cluster sampling. Descriptive statistics used for
analyzing data included mean, standard deviation and percentiles. Relationship
between study variables was established using inferential statistics. Data was analyzed
using The Statistical Package for Social Scientists (SPSS). Analyzed data was presented
using frequencies, percentages, tables and charts. With r =0.692, r2 = 0.478, F (1, 118)
= 108.18 at P = 0.001 < 0.05, it was concluded that employee health and safety have
positive significant influence on employee job performance. Further, teamwork [r =
0.633, r2 = 0.401, F (1, 118) = 79.08, P = 0.001 < 0.05] has positive and significant
influence on employee job performance. In addition, managerial support [r = 0.730, r2
= 0.533, F (1, 118) = 134.54, P = 0.001 < 0.05] has a positive, significant influence on
employee job performance. The study also established, organizational culture to have
no moderating influence on the relationship between work environment and employee
performance [r2 = 0.61, F (1, 118) = 0.185, P = 0.668 > 0.05]. The study concluded that
improving employee health, promoting teamwork and enhancing managerial support
substantially improve housekeeping employee performance. The study recommended
that employee health and safety should be enhanced through initiatives like regular
health check-ups, ergonomic adjustments, and proper safety training. Further, it was
recommended that hotels should focus on fostering and nurturing teamwork through
effective communication, mutual support, and shared goals to enhance teamwork
dynamics. It also recommended hotels to prioritize and cultivate a supportive
managerial approach by engaging with housekeeping staff and offering guidance when
needed. The study also recommended that while organizational culture did not directly
influence the relationship between the variables, organizations should continue to focus
on fostering a positive and supportive culture that aligns with their values and goals.
Description
A Research Thesis Submitted in Partial Fulfilment of the Requirements for the Award of the Degree of Master of Science in Hospitality Management in the School of Business, Economics and Tourism of Kenyatta University, November 2025
Supervisor:
1.Monica Wandolo
2.Teresa Kinuthia