Kathmandu University School of Management

Balkumari, Lalitpur

Case on JCM Model : Job at the Hotel Heartbreak

Submitted To:

Mrs. Sabina Baniya Chhetri

Submitted By:

Rachana Giri (23314)

Sabnam Khatun (23320)

Payal Murarka ( 23323)

Prabin Paudyal (23325)

Mijash Ranabhat (23328)

Nisha Thapa (23338)

Nov 2, 2023
Evaluate the job of a housekeeper as it is presently designed using the five core job
dimensions from the Job characteristics Model. To what extent is the job enriched and how
can you make the job more motivating for the housekeepers?

Ans:
In the Hotel Heartbreak, a midsize establishment, the housekeeping department
struggles with high turnover and guest complaints about room cleanliness. A management
consultant investigates, finding issues like inconsistent feedback, undervaluation, lack of
autonomy, and poor task significance among the housekeepers, leading to low job satisfaction
and motivation. The job of a housekeeper at Hotel Heartbreak can be evaluated by five core
dimensions of the Job Characteristics Model.

Skill Variety: The current job of a housekeeper involves repetitive tasks centered around
cleaning rooms and restocking amenities. There is limited variety in the skills required, leading
to a lack of diversity in the daily activities. Housekeepers are predominantly engaged in routine
cleaning tasks without opportunities to apply a wide range of skills or knowledge, indicating low
skill variety.

Task Identity: While housekeepers clean individual rooms, they might not witness the direct
impact of their work on guest satisfaction. The lack of a clear feedback mechanism hampers their
understanding of how their efforts contribute to the overall guest experience. This disconnect
between their tasks and the end result diminishes their sense of task identity, making it
challenging to perceive the completion of a whole and meaningful piece of work.

Task Significance: Housekeepers perceive their work as undervalued both within the hotel and
by guests. They report feeling like "second-class citizens," experiencing a lack of respect from
other hotel employees, guests, and even managers. This perception erodes their sense of task
significance, as they do not feel their role is highly regarded within the organization or
appreciated by those they serve.

Autonomy: Housekeepers have limited autonomy in their tasks. Strict time allowances and
micromanagement by checkers restrict their freedom to organize their work and make decisions
independently. This lack of autonomy leads to a feeling of being controlled and monitored,
diminishing their sense of ownership over their tasks and reducing their ability to exercise
initiative and creativity in their work.

Feedback: Housekeepers lack consistent and constructive feedback on their performance. The
absence of a structured feedback system results in confusion and uncertainty regarding the
quality of their work. Inconsistent evaluations by checkers further exacerbate this issue, making
it difficult for housekeepers to gauge their performance accurately. The absence of clear, timely
feedback undermines their ability to assess their skills and improve their work quality.