Evaluating the attendants' performance of guest room service department : applied to four-star hotels in Cairo

Abstract EN

-Room service is considered as an important issue in hotel industry.

It represents the wishes of guests, which were increased in recent years as a result of guest desire of more luxury and time saving.

It also represents the desire of food and beverage managers in maximizing their department income.

So that, many hotels established room service department and worked on the employees selection at the highest level of professional and practical expertise and equipped them with up to date skills through continuous training in addition to providing modern equipment and tools to help them work efficiently and effectively.

This study aims to help food and beverage managers in maintaining room service attendant's performance, by grapping their attention to the room service attendants' weaknesses in dealing with guests, handling food and beverage, hygienic practices, and use of sales techniques.

Findings presents the evaluation of room service attendants' performance from two points of views (food and beverage managers and hotel guests) to find the differences and agreements in their evaluation of the hotels' room service attendant's performance.

The study revealed that food and beverage managers should pay attention to room service attendants' skills concerning (Use of foreign language and work terminologies, their ability to suggest suitable food items, the technique used when asking to enter guest room and practicing in room food and beverage service, their personal hygiene and cleanliness practices).