Work Environment of Housekeeping Employees on Job Performance in 3–5 Star Hotels in Nairobi City County, Kenya
| dc.contributor.author | Owiti, Rose Adhiambo | |
| dc.date.accessioned | 2026-03-13T12:41:20Z | |
| dc.date.available | 2026-03-13T12:41:20Z | |
| dc.date.issued | 2025-11 | |
| dc.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 | |
| dc.description.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. | |
| dc.description.sponsorship | Kenyatta University | |
| dc.identifier.uri | https://ir-library.ku.ac.ke/handle/123456789/32745 | |
| dc.language.iso | en | |
| dc.publisher | Kenyatta University | |
| dc.title | Work Environment of Housekeeping Employees on Job Performance in 3–5 Star Hotels in Nairobi City County, Kenya | |
| dc.type | Thesis |