The Impact of Outsourcing of Hotel Housekeeping Services on Hotel Performance: a Study on 5-Star Hotels of Delhi NCR

Abstract

Purpose: The current world poses a stiff competition for hotels due to the pandemic, and now hotels need to be innovative and flexible to increase competitive advantage. The attention needs to be shifted to networking and collaboration with external sources to enhance the boundaries of hotels. Theoretical framework: The study combines the various models of outsourcing in respect to the performance. Outsourcing is the business practice of engaging external service providers to accomplish in-house tasks. This has intrigued managers' interest in recent years as they assess whether it is preferable to undertake things internally or outside. Outsourcing is a commercial arrangement in which an organization controls a portion or all of the duties of a department inside an organization to an external party. Design/methodology/approach: Data collection was conducted through questionnaire approach from hotel revenue managers and housekeeping managers 5-star hotels. Findings: The study found that outsourcing increased flexibility, competitiveness, profitability and improved sales in the hotels. Research, Practical & Social implications: The hospitality industry is highly focusing on the housekeeping department since the onset of pandemic due to the high standards of cleaning and hygiene maintenance. The industry now relies on outside service providers to meet the requirements. Originality/value: The current study aims to study the influence of outsourcing strategy and its application on housekeeping department on hotel performance of 5-star hotels in Delhi NCR