Management Project
Final Report
Influence of the Housekeeping Mobility application on the satisfaction of housekeeping
employees within NH Hotel Group
Lynn Woltjes
1598860
NH Hotel Group
01-09-2020
Word count: 8277
NHL Stenden – Hospitality Management
Leeuwarden
The Netherlands
Submitted in Partial Fulfilment of the Requirements of the degree Program
Bachelor of Arts (Hospitality Management)
,
,Abstract
The study aimed at providing an understanding of the opinion about the implementation of a new
application, the Housekeeping Mobility Application, in hotels of NH Hotel Group. The main purpose of
this research is to identify how the new application the employees of NH Hotel group are influencing,
among the sub-topics training, communication, and work process. The author has done qualitative
research and four employees are interviewed, via a semi-structured interview with pre-determined
questions. The interviews have resulted into different opinions about the Housekeeping Mobility
Application and are coded via open, axial and selective coding in order to analyse the data. The
qualitative results revealed that the training, communication and work process in terms of the
Housekeeping Mobility Application contributed to a positive influence of the satisfaction of the
housekeeping employees at NH Hotel Group. The most important limitations were lack of available
data due to the outbreak of Covid-19 and half of the data was conducted via video calls, therefore it
might occur that misinterpretation of the data was done by accident. It would be recommendable for
NH Hotel Group to change the VPN connection of the application into another connection, since the
employees are very negative about it.
Keywords: Housekeeping – application – training – communication – work processes
, 4
Table of content
Abstract.................................................................................................................................................... 3
List of figures ........................................................................................................................................... 6
List of tables............................................................................................................................................. 7
Chapter 1: Introduction ............................................................................................................................ 8
1.1 Topic Description/Context ....................................................................................................... 8
1.1.1 Context and rationale for the study ......................................................................................... 8
1.1.2 Problem description................................................................................................................. 9
1.1.3 Purpose and relevance of the study ...................................................................................... 10
1.2 Literature Review ................................................................................................................... 10
Work processes and employee satisfaction ...................................................................................... 12
1.3 Conceptual Model ........................................................................................................................ 13
1.4 Project Definition .......................................................................................................................... 13
Chapter 2: Method ................................................................................................................................. 15
2.1 The research design .................................................................................................................... 15
2.2 Instrument .................................................................................................................................... 15
2.3 Population, Sample, Sampling Method ........................................................................................ 15
2.4 Procedure / Data collection .......................................................................................................... 16
2.5 Data analysis ............................................................................................................................... 16
2.6 Ethical considerations .................................................................................................................. 16
Chapter 3: Results ................................................................................................................................. 18
3.1 Training ........................................................................................................................................ 18
3.2 Communication ............................................................................................................................ 19
3.3 Work process ............................................................................................................................... 21
3.4 Development of the application ................................................................................................... 22
Chapter 4: Discussion ........................................................................................................................... 24
Research question 1: “If given the opportunity, what would the housekeeping employees change
regarding the implementation of the application in terms of training?” .............................................. 24
Research question 2: “What are the most important outcomes of the app for the housekeeping
employees concerning the communication?” .................................................................................... 24
Final Report
Influence of the Housekeeping Mobility application on the satisfaction of housekeeping
employees within NH Hotel Group
Lynn Woltjes
1598860
NH Hotel Group
01-09-2020
Word count: 8277
NHL Stenden – Hospitality Management
Leeuwarden
The Netherlands
Submitted in Partial Fulfilment of the Requirements of the degree Program
Bachelor of Arts (Hospitality Management)
,
,Abstract
The study aimed at providing an understanding of the opinion about the implementation of a new
application, the Housekeeping Mobility Application, in hotels of NH Hotel Group. The main purpose of
this research is to identify how the new application the employees of NH Hotel group are influencing,
among the sub-topics training, communication, and work process. The author has done qualitative
research and four employees are interviewed, via a semi-structured interview with pre-determined
questions. The interviews have resulted into different opinions about the Housekeeping Mobility
Application and are coded via open, axial and selective coding in order to analyse the data. The
qualitative results revealed that the training, communication and work process in terms of the
Housekeeping Mobility Application contributed to a positive influence of the satisfaction of the
housekeeping employees at NH Hotel Group. The most important limitations were lack of available
data due to the outbreak of Covid-19 and half of the data was conducted via video calls, therefore it
might occur that misinterpretation of the data was done by accident. It would be recommendable for
NH Hotel Group to change the VPN connection of the application into another connection, since the
employees are very negative about it.
Keywords: Housekeeping – application – training – communication – work processes
, 4
Table of content
Abstract.................................................................................................................................................... 3
List of figures ........................................................................................................................................... 6
List of tables............................................................................................................................................. 7
Chapter 1: Introduction ............................................................................................................................ 8
1.1 Topic Description/Context ....................................................................................................... 8
1.1.1 Context and rationale for the study ......................................................................................... 8
1.1.2 Problem description................................................................................................................. 9
1.1.3 Purpose and relevance of the study ...................................................................................... 10
1.2 Literature Review ................................................................................................................... 10
Work processes and employee satisfaction ...................................................................................... 12
1.3 Conceptual Model ........................................................................................................................ 13
1.4 Project Definition .......................................................................................................................... 13
Chapter 2: Method ................................................................................................................................. 15
2.1 The research design .................................................................................................................... 15
2.2 Instrument .................................................................................................................................... 15
2.3 Population, Sample, Sampling Method ........................................................................................ 15
2.4 Procedure / Data collection .......................................................................................................... 16
2.5 Data analysis ............................................................................................................................... 16
2.6 Ethical considerations .................................................................................................................. 16
Chapter 3: Results ................................................................................................................................. 18
3.1 Training ........................................................................................................................................ 18
3.2 Communication ............................................................................................................................ 19
3.3 Work process ............................................................................................................................... 21
3.4 Development of the application ................................................................................................... 22
Chapter 4: Discussion ........................................................................................................................... 24
Research question 1: “If given the opportunity, what would the housekeeping employees change
regarding the implementation of the application in terms of training?” .............................................. 24
Research question 2: “What are the most important outcomes of the app for the housekeeping
employees concerning the communication?” .................................................................................... 24
