Attributes of outsourcing companies providing housekeeping services for five-star international hotel chains in Bangkok

Abstract

This research aimed to study (1) the attributes in selecting housekeeping outsourcing companies in five-star international hotel chains in Bangkok, and (2) the limitations in selecting housekeeping outsourcing companies in five-star international hotel chains in Bangkok. This research employed a phenomenological approach and conducted in-depth interviews with 12 Executive Housekeepers from various international chain hotels. The findings revealed two key areas of effective outsourcing companies 1) Attributes of outsourcing companies include (1) Cost, emphasizing long-term value and the reduction of indirect labor costs. (2) Flexibility, focusing on the ability to adjust staffing levels according to occupancy rates and respond promptly to operational disruptions. (3) Reliability and reputation, assessed through prior experience with five-star hotels, certification standards, and consistent quality control systems. 2) Key limitations identified include the lack of prior experience among outsourced staff in luxury hotel environments and inadequate English language proficiency among foreign workers, which negatively impact communication and overall service quality. The findings offer practical implications for hotel managers in establishing selection criteria and enhancing outsourced workforce development in alignment with international hotel standards.