TITTLE: IMPACTS OF IN HOUSE LAUNDRY OPERATIONS ON HOTEL

PROFITABILITY. A CASE STUDY OF STAR RATED HOTELS .

PRESENTED BY: AKINYI JOSEPHINE ODERO

CENTER CODE: 570101

INDEX NUMBER: 5701010023

COURSE CODE: 2819/

COURSE: DIPLOMA IN CATERING AND ACCOMMODATION MANAGEMENT

CENTER NAME: N.Y.S SCHOOL OF CATERING

SUBMITTED TO: KENYA NATIONAL EXAMINATION COUNCIL IN PARTIAL

FULFILMENT OF REQUIREMENT FOR THE AWARD OF DIPLOMA IN CATERING AND
ACCOMMODATION MANAGEMENT

SUPERVISOR: MS. CATHELEEN NGARI

SERIES: JUNE/JULY

DATE OF SUBMISSION:

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 DECLARATION BY CANDIDATE

I hereby declare that all the information and content of trade project is my original work and no
one has submitted and has not been used in any college or university or any other institution

Name: Josephine Akinyi Odero

Signature:

Date:

DECLARATION BY SUPERVISOR

I declare that the presented project has been under my supervision having abinded by the rules
and regulations under my care

Supervisor's name: Cathleen Ngari

Signature:

Date:

DEDICATION

This project is dedicated to NYS School of Catering as a while for their support on requisition
and taking their letter to the hospitality industry so that they can allow me to conduct my
research.

I also dedicate this project to my parents for giving me a moral support on finances and towards
the completion of my diploma course

ACKNOWLEDGEMENT

First and foremost I thank the Almighty God for the have and mercy, inspirations and blessings
to enable me to complete my project and present on the right time. The completion of this work
would have not been easy without corporiand assistance from my supervisor for taking me
through this research project. I would like to thank my humble parents Dedan and Mercy for
their support and love that enable me to complete this project

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 Catalog
ABSTRACT....................................................................................................................................................................4
OBJECTIVES.................................................................................................................................................................4
CHAPTER ONE.............................................................................................................................................................5
1.0 INTRODUCTION....................................................................................................................................................5
1.1 BACKGROUND OF TUE STUDY.........................................................................................................................5
1.2 STATEMENT OF THE PROBLEM........................................................................................................................6
1.7 SCOPE OF THE STUDY.........................................................................................................................................8
1 .8 LIMITATIONS OF THE STUDY...........................................................................................................................9
1.9 DEFINITION OF OPERATIONAL TERMS.........................................................................................................10
CHAPTER TWO........................................................................................................................................................10
2.0 INTRODUCTION OF SUBHEADING.................................................................................................................10
2.1 THEPERFORMANCEANDEFFECTIVENESSOFINHOUSELAUNDRYOPERATIONS...............................11
2.2 RISKS AND CHALLENGES ASSOCIATED WITH INHOUSE LAUNDRY OPERATIONS..........................13
2.3 DETERMINING THE AVAILABILITY AND ACCESSIBILITY OF INFRASTRUCTURE AND
RESOURCES NECESSARILY FOR CONDUCTING IN HOUSE LAUNDRY OPERATIONS.............................14
CHAPTER THREE....................................................................................................................................................17
3.0 INTRODUCTION..................................................................................................................................................17
3.1 RESEARCH DESIGN...........................................................................................................................................17
3.2 AREA OF STUDY.................................................................................................................................................18
3.3 TARGET POPULATION.......................................................................................................................................18
3.4 SAMPLE SOZE AND SAMPLING TECHNIQUES.............................................................................................18
3.5 DATA COLLECTION PRISEDURE.....................................................................................................................20
3.6 METHOD OF DATA ANALYSIS AND PRESENTATION................................................................................20
3.7 ETHICAL ISSUES.................................................................................................................................................21
CHAPTER FOUR.......................................................................................................................................................22
DATA ANALYSIS, PRESENTATION, CONCLUSION AND RECOMMENDATIONS..................................22
4.0 INTRODUCTION..................................................................................................................................................22
4.2 Performance and effectiveness................................................................................................................................27
4.3 Risks and challenges involved in in house laundry operations...............................................................................31
4.4 Infrastructure and resources....................................................................................................................................38
4.5 FINDINGS..............................................................................................................................................................42
4.6 CONCLUSIONS.....................................................................................................................................................43
4.7 CHALLENGES......................................................................................................................................................43
4.8 RECOMMENDATIONS........................................................................................................................................43
REFERENCE..............................................................................................................................................................44
APPENDIX 1...............................................................................................................................................................45
APPENDIX 2...............................................................................................................................................................47
3. What is your education level?................................................................................................................................48
i. Equipment maintenance..........................................................................................................................................49
i. Energy consumption and environmental impact..................................................................................................50
ii. Competitive pressure..............................................................................................................................................50
iii. Technology and innovation...................................................................................................................................50
i. Water supply............................................................................................................................................................51
IMPACTS OF IN HOUSE LAUNDRY OPERATIONS ON HOTELPROFITABILITY. A
CASE STUDY STARATED HOTELS IN NAIROBI COUNTY.

ABSTRACT

It was majorly to decide on impacts of in house laundry operations on hotel profitability a case
study of star rated hotels in Nairobi with specific objectives which are to evaluate the
performance and effectiveness of in house laundry operations, to identify risks and challenges
associated with in house laundry operations and also to to determine the availability and
accessibility of infrastructure and resources necessary for conducting in house laundry
operations. The study was anchored and the source to other resources in the same inquiry and the
knowledge generated by this study will enable scholars to improve and develop better
understanding on the subject. The study variables are in house laundry operations and hotel
profitability. The study adopted a research design that is descriptive with the targeted population
of 150 and sample size being 60 respondents comprise of general manager, human resource
manager, sales and marketing manager, front Office manager and Operation manager which are
top management. The area of study was majorly conducted on five star hotels which are safari
park hotel and casino, the Panari Hotel and pride inn hotel I Nairobi county. Questionnaires were
administered as the main data collection tool. Questionnaires were pilot tested before being
administered to the targeted population. Analysis of Data was done, statistics and quantitative
method. The study established the quality management influence in house laundry operations.
The research findings showed that the most gender operates the laundry department are male
because of handling heavy loaded machines. The most challenge was that the respondents were
reluctant to give out the information from the questionnaire hence the respondent withhold very
important information that could have been instrumental in making the right conclusion. In
conclusion in house laundry operations has an impact of hotel profitability. The staffs on laundry
department ensure that the guest linens, staff linens are laundered at the correct time and issued
at the correct time to avoid delays this high quality service is maintained. The risks and
challenges were overcome by training staffs on how to operate the laundry machines. The study
recommends that on risks and challenges which they went through like the use of chemical they
should be provided by protective gear so that the chemicals should not affect or be hazardous to
their health and also on competitive pressure they should apply new technology and recent use of
machines that runs throughout.

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 OBJECTIVES

1. To evaluate the performance and effectiveness of in-house laundry operations

2. To identify the risks and challenges associated with in house laundry operations
3. To determine the availability and accessibility of infrastructure and resources necessary
for conducting in house laundry operations

CHAPTER ONE

1.0 INTRODUCTION

This chapter entails the background of the study, statement of the problem, purpose of the study,
objectives of the study, scope of the study, limitations of the study and definition of operational
terms

1.1 BACKGROUND OF TUE STUDY

In house laundry operations are services that are managed and operated within a specific
establishment or organization rather than outsourced to a third party laundered services provider.
This typically involves having laundry facilities on site such as washing machines, dryers, and
related requirements. In first stop on our wash tub time machine takes us all the ways back to
ancient Roman empire founded in 27BC.

The Greek and Roman loved tidiness as well as the Roman invented comical was houses. They
washed the clothes with their bare feet in water tanks with added lime ash alkali and sometimes
even urine. (Web creators SK 2017) In the streets of ancient Rome large containers acted the
same way as public toilets. The ammonia in urine is actually disinfectant.

The advent of in house laundry operations in Egypt is likely coincided with the country's
organization and the rise of modern infrastructure which begun in the late 19th and 29th century.
During this period as Egypt opened up increase trade and tourism, there would have been

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growing demand for clean linens and textiles in the hotels, hospitals and other establishment.
Specific information about the moment when in house laundry operations were first invented or
established in Egypt (Parsil, 1907)

The original of in house laundry operations in Somalia can be traced back to traditional house
hold practices that have been passed down through generation. In Somalia culture washing
clothes by hands using water and locally made detergents has been a common practices for many
years even before the introduction of modern washing machine and laundry services. Household
has relied on in house laundry operations as a practical and cost effective way to maintain
cleanliness and hygiene.

Overtime the tradition method have evolved to incorporate some modern technologies but the
essence of in house laundry operations deeply rooted in Somalia domestic culture. (CPT Bruise
E. (Ox 1994). The support provided for the buildup of troops was more than adequate although
belated, during the initial operations Somalia early in 1993 units of Mogadishu had to wash their
own clothes for at least a month.

In Tanzania it begins with early civilizations. The cost of wool and clothes made of woods. They
washed their clothes on rivers. In 1900's dedicates items were hand washed and tougher ones
were washed with board. In 1950's at various points the washing were passed a board sticks won
thin and smooth by much usage swirling the clothes on the boiler. On 1800's washing clothes
was laborious process. Most house hold manuals recommend soaking the clothes overnight first.
(Queens,C.1951).

In Kenya Janet Otieno and Femi Odununga are the founders of Kenya on demand laundry
cleaning services. Through Kisaf app, customers may specify which type of service they require,
hard wash, machine wash or home cleaning. This help the company to recruit people who have
worked in hospitality sector. (Janet, 2016). The rise of urban living and customer culture during
aesthetic. The early 20th century the emergence of modern cleaning products and household
appliances such as washing machines.(Alex Nyaga, 11992)

The background of laundry safari park hotel Nairobi reflects the commitment to excellent
attention to detail and to a customer centric approach to hospitality that has made it a preferable
stay in Nairobi Kenya ( Boswell family 1974)

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1.2 STATEMENT OF THE PROBLEM

In on house laundry operations problems such as:

1.2.1 Water scarcity

Accessing clean water for laundry purposes is limited leading to difficulties in maintaining
adequate hygiene standards during in house laundry operations

1.2.2 Energy constraint

Lack of reliable electricity supply hampers the use of modern washing machines and other
energy departments laundry equipment forcing household to rely on manual washing methods
that can be time consuming and labour intensive

1.2.4 Environmental impact

Technical laundry practices may involve the use of chemical detergents that can be harmful to
the environment if not properly disposed off. Additionally excess water usage during in house
laundry operations can exacerbate water scarcity uses and contribution environmental
degradability.

1.2.5 Health and hygiene concerns

In adequate sanitation facilities and improper handling of laundry waste can pose health risks to
house hold engaged in in house laundry operations increasing the likelihood of water borne
diseases and the hygiene related illness

1.2.6 Socioeconomic applications

The time and labour invested in house laundry operations can detract from other productive
activities particularly for women and girls who are often responsible for house hold chores. This
can perpetuate gender inequalities and limit opportunities for socioeconomic empowerment.

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1.3 PURCHASE OF THE STUDY

To find out the impacts of in house laundry operations on hotel profitability

1.4 OBJECTIVES

1. To evaluate the performance and effectiveness of in house laundry operations

2. To identify the risks and challenges associated with in house laundry operations

3. To determine the availability and accessibility of infrastructure and resources necessary for
conducting in house laundry operations

1.5 RESEARCH QUESTIONS

1. What are the main factors influencing the performance and effectiveness of in-house laundry
operations?

2. What are the risks and challenges associated with in house laundry operations?

3. How do the availability and accessibility of infrastructure and resources necessary for
conducting in house laundry operations?

1.6 JUSTIFICATION AND SIGNIFICANT OF THE STUDY

1.6.1 JUSTIFICATION

Community empowerment; by understanding the impacts of in house laundry operations,

communities can make informed decisions about how to improve their laundry practices.
Research finding can empower household with knowledge and resources to adopt more efficient,
hygiene and sustainable laundry methods enhancing their overall well being and quality of life.

1.6.2 SIGNIFICANT OF THE STUDY

The significance of in house laundry operations encompasses cost efficiency, quality control,
convince, customization, environmental sustainability, supply chain control and regulatory
compliance making it a valuable investment for various organization. The manager of the hotel

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gain insight into the potential cost saving, efficiency improvement. Customers or clients , local
communities that leads to creation of job opportunities and contribute to local economic
development

Maintenance up keep: maintaining and repairing laundry equipment ensure compliance with
safety standards and managing operational cost can add ongoing expenses and administrative
burdens. Risks or disruptions. In house operations are susceptible to disruptions and staffing
issues

Cost savings: in house laundry operations can lead to reduce cost compared to outsourcing
inducting savings on laundry service fee transportation cost, and potential economies of scale.

1.7 SCOPE OF THE STUDY

My research will be held on three of the five star hotels in Nairobi county. Safari park hotel,
Panari Hotel, and pride inn hotel. The regular department will be on housekeeping. Those who
are going to involve executive housekeeping manager.

1 .8 LIMITATIONS OF THE STUDY

The expected challenges includes, language barrier, time constraints, budgetary constraints,
sample size and representatives, availability of resources.

1.8.1 LAGUAGE BARRIER

Sometimes when the researcher may face language barrier as they met many different people
who speak different languages which are not national language and difficult to understand

1.8.2 TIME CONTRAINCE

Research projects often have deadlines and conducting through research within a limited time
frame can be challenging

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1.8.3 BUDGETARY CONSTAINTS

Insufficient funding may restrict access to necessary resources such as equipment, materials, or
participant incentive

1.8.4 SAMPLE SIZE AND REPRESENTATIVENESS

The size and representatives of the sample population can also pose limitation on research. A
small sample size may not yield statically significant result, while a representative sample could
lead to biased conclusion.

1.8.5 AVAILABLILTYOF RESOUECESS

Limited availability of resources such as specialized equipment, software or expertise can

impede research progress. Without assess to necessary tools or support services researchers may
face challenges in data analysis or experimental procedures.

1.9 DEFINITION OF OPERATIONAL TERMS

Definition of variables

Independent vareiable

In house laundry operations -These are facilities and services that are managed and operated
within a specific establishment or organization rather than outsourced to external laundry
services providers.

Dependent variable

Hotel profitability - This is a financial performance and success of a hotel operation in

generating revenue and maximizing profits while effectively managing cost and resources

Importance of research

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 CHAPTER TWO

LITERATURE REVIEW

2.0 INTRODUCTION OF SUBHEADING

This chapter entails to evaluate the performance and effectiveness of in house laundry
operations ,to identify the risks and challenges associated with in house laundry operations and
determining the availability and accessibility of infrastructure and resources necessary for
conducting in house laundry operations.

2.1
THEPERFORMANCEANDEFFECTIVENESSOFINHOUSELAUNDR
YOPERATIONS

Quality control, accessing the cleanliness freshness and condition of laundered items is crucial.
Monitoring for stains wrinkles and damage ensures high quality output. Resource management,
efficient use of work energy detergent and other resources impact operational cost and
sustainability. Tracking consumption and implementing, conservation measures can improve
efficiency.( Jacob christian, 1767). Work flow optimization, analyzing workflow process such as
sorting, washing drying, folding and storage helps helps identify bottlenecks and opportunities
for streamlining.

Automation and standardization can enhance productivity. Equipment maintenance; regular

maintenance ensures that laundry equipment operates efficiency minimizing downtime and
costly repairs. By implementing a produce maintenance schedule including routine inspection,
cleaning lubrication and parts replacement, facilities can prevent breakdown and extend the
lifespan of their equipment. This not only improve operational efficiency but also contribute to
maintaining the quality of laundered items and ensures customers satisfaction. Additionally well
maintained equipment enjambments safety in the work place by reducing the risk of accidents or
malfunctioning.

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Proper Staff training on equipment operation and maintenance procedure is essential to
maximize the benefit of equipment maintenance practice. Overall prioritizing equipment
maintenance is the key success of in house laundry operations. Regular maintenance and
servicing of laundry equipment prevent breakdown and low maintenance performance.
Monitoring machine efficiency and lifespan helps in scheduling repairs or replacement.

Staff training and performance; efficient laundry operations ensures that linens and uniforms are
readily available enhancing guest satisfaction and productivity. Properly trained staff can
maintain equipment, handle chemicals safety and adhere to quality standards reducing to
operational costs and minimizing downtime. Conversely poorly managed laundry operations can
lead to delays guest complains and increased expenses. Therefore investigating in staff training
and optimizing leading process are critical.for maximizing hotel profitability.

Well trained personnel attribute to consistent result and minimizing errors. Providing on-going
training and performance feedback ensures competency and atherance to standards. ( Jolly Belin,
1849). Inventory management; inventory levels efficient laundry operations ensure that clean
linens are are available when needed reducing the need of for excess inventory to cover potential
shortages. Turnaround time faster laundry processing means quicker turnaround time for linens
allowing for more accurate inventory focusing and reduce risks of sickout. Cost management;
effective laundry operations can help control cost associated with purchasing and replenishing
linens by optimizing usage and reducing waste.

Quality control; maintaining high standard in laundry operations ensure that linens are cleaned
properly thus impacting inventory level and cost. Resource allocation; properly managed laundry
operations allows for better allocation of resources such as labour, equipment and space
optimizing efficiency and reducing the need of excess inventory buffer's. The performance and
effectiveness of in house laundry operations directly influence inventory management by
affecting inventory levels, turnaround time, cost management quality control and resource
allocation.

Health and safety compliance; cleanliness and hygiene, properly clean linens are essential for
maintaining hygiene standards in various industries such as healthcare and hospitality. Effective
land operations ensure that linens are thoroughly clean, reducing the risk of contamination and
spread of infection. Chemical handling; laundry operations involve the use of detergent, bleach
and other chemicals which can cause health risk if not handled properly.

Compliance with safety protocols for chemical handling storage and disposal of cruisal to
prevent accidents and exposure to harmful substances. Waste management; proper disposal of
waste generated during laundry operations including soiled items packaging materials and
chemicals containers is necessary to prevent environmental contamination and comply with
waste management regulations.

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According to customer feedback and guest satisfaction the quality linens which are clean fresh
and properly maintained contribute to positive guest experience. Efficient laundry operations
ensure that linens are consistently of high quality enhancing comfort and satisfaction. The
availability of linens; adequate inventory management and efficient laundry process ensure that
clean linens are readily available when needed. Guest expect to have access to clean towels, bed
sheets and other linens throughout their stay and shortages or delays can negatively impact their
experience and satisfaction.

The impact on reputation the positive guest experience with laundry service can lead to
favourable reviews and recommendations contributing to the hotels reputation and attracting new
customers. Conversely negative experience or issues with laundry operations.Perception of
cleanliness: the cleanliness of linens is closely associated the overall perception of cleanliness in
the hotel. Guest often use the condition of linens as a measure of the hotel cleanliness standards,
making it essential for laundry operations to meet high standards.

Cost analysis; conducting cost benefit analysis to evaluate the financial performance of in house
laundry operations including capital investments, labor cost and overhead experience. Bench
marking comparing performance operations provided insight into areas strength and areas
needing improvement. By monitoring and optimizing this aspects in house laundry operations
can achieve greater efficiency cost effectiveness and customer satisfaction.

2.2 RISKS AND CHALLENGES ASSOCIATED WITH INHOUSE

LAUNDRY OPERATIONS

The initial cost for example the equipment cost; purchasing industrial grade laundry equipment
such as washing machine, dryers, ironing machines and folding machines can be expensive.
Moreover the cost varies based on the capacity and technology of the machine. Equipment
failure; machinery breakdown or malfunctioning can disrupt operation leading to delay and
increase cost for repairs or replacement. The operational cost like raising utility cost profitability
of in house laundry operations especially if not managed efficiently.

In competitive it's disadvantage which may not always be cost effective compared to outsourcing
especially for smaller hotels or properties with limited space and resources. In-house laundry
operations in hotel present both opportunities that can significantly impact profitability. The
infrastructure and personnel training. ( Jones & Smith, 2019). This cost can strain financial
resources particularly for smaller hotels operating on tighter budgets.

Moreover, staffing such as staff turnover or labor shortages can further exacerbate operational
efficiency (Garaa, M. & Patel, R., 2018). Space constraints. Allocating sufficient space within

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the hotel premises for laundry facilities may pose logistical challenges. Space limitations can
impact workflow efficiency and hinder the scaling of operation to meet increasing demand.
(Wong,K,&Chan L,2017)

The energy consumption and environmental impact; laundry operations consume significant
amount of water, energy and detergent contributing to environmental concerns and escalating
utility cost. Implementing sustainable practice may entail additional investment but can yield
long term cost savings and environmental benefits. (Johnson, E & Smith, 2019). ( Sustainable
Practices in Hotel Laundry Facilities. International Journal of Hospitality Space Planning (4), 89-
102)

Quality control and standards compliance. Maintaining consistent quality standards in laundry
processing is crucial for guest satisfaction and brand reputation. Failure to meet cleanliness and
representational damage (Kim,S & Lee H. 2018) (Quality control measures in hotel laundry
operations. Journal of quality management in hospitality 11(4),167-180)

Competitive pressures; in house laundry operations face competition from external laundry
service providers which may offer cost advantages or specialized services. Hotels must
continually asses the comparative advantage of in-house versus outsourced laundry solutions to
remain competitive. ( Thompson, D, & Brown M. 2019) (Competitive analysis of in house
versus outsourced laundry operations in hotels. International Journal of Hospitality industry
trends 6(3)201-215)

Technology and innovation; rapid advancement in laundry technology require continuous

upgrades to equipment and process to enhance efficiency and maintain competitiveness. Failure
to adopt innovative solutions may result in operational inefficiencies and reduced profitability.
(Chen,L,&Wang Q.2020) (Technology Innovation in hotel Laundry operations implications for
performance and profitability ( journal of hotel technology management 17(1),55-68)

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2.3 DETERMINING THE AVAILABILITY AND
ACCESSIBILITY OF INFRASTRUCTURE AND RESOURCES
NECESSARILY FOR CONDUCTING IN HOUSE LAUNDRY
OPERATIONS

According to (Smith 2020) hotels with limited space often struggle to accommodate the
infrastructure needed for in house laundry operations. (Jones and Brown 2018) Found that access
to water and electricity are critical factors influencing the feasibility of in house laundry facilities
in hotels.

In study by Johnson et Al 2019 it was noted that the availability of skilled labour is essential for
maintaining efficient in house laundry operating in the hospitality industry. The American hotel
and lodging association (AH & LA 2022) emphasizes the importance of reliable supply chains
for ensuring accessibility to Laundry equipment and detergent necessary for in house laundry
operations service.

According to a report by hospitality trends 2022 hotel in urban areas face challenges in sourcing
affordable real estate for setting up in house laundry facilities impacting their profitability. In
order to conduct in house laundry operations several key infrastructures and resources are
necessary e.g laundry equipment the availability of industrial grade washers and dryers is
essential for in house laundry operations. Thesemavhines need to be durable., efficient and
capable of handling a high volume of laundry loads. Water supply: sufficient water supply is
crucial for runs

ing the laundry equipment effectively. Adequate water pressure and quality are ne

cessary to ensure proper cleaning and rinsing of the laundry articles.

Detergent and cleaning agent: access to a variety of detergent, fabric softener and other cleaning
agents are essential for achieving clean and fresh smelling of laundry result. Storage space:
adequate storage space is needed to store clean linens, towels and other laundered items before
they are distributed or used. Ventilation system: proper ventilation is important in the laundry
area to prevent the build up of humidity, odours and molds. Good air circulation help in drying
clothes faster and maintain a pleasant working environment.

Staffing: trained staff members are required to operate the laundry equipment efficiently., sort
laundry items, handle stains appropriately fold or hung clothes on a hunger or on a line. Nearly

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and manage the inventory. Safety equipment: safety measures such as gloves, goggles, uprrons,
and proper software should be provided to protect staff members from potential hazard like
chemical exposure or injuries from moving machinery. Maintenance tools; tools for basic
maintenance of the equipment should be readily available to address any minor issues promptly
and ensure the smooth operations of the laundry facilities.

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 IN HOUSE LAUNDRY OPERATIONS

PERFORMANCE AND EFFECTIVENESS

 QUALITY CONTROL

 RESOURCES MANANGEMENT

 EQUIPMENT MAINTANCE

 STAFF TRAININGAND PERFORMANCE

Risks and challenges

HOTEL PROFITABILITY
 Initial cost of materials
 Staff turnover
 Energy consumption and environmental impact
 Quality control and standards compliance
 Competitive pressure
 Technology Innovation

INFRASTRUCTURE AND RESOURCE

 WATER SUPPLY

 VENTILATION SYSTEM

 MAINTAINANCE TOOLS

 STAFFING

 STORAGE SPACE

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 CHAPTER THREE

3.0 INTRODUCTION

This shows how the researcher is going to carry out the study. It includes the introduction to
research design, research design, area of study, target population, sample size and sample
techniques, method of data collection and analysis and ethical issues.

3.1 RESEARCH DESIGN

Descriptive research design according to(Williams, 2007) it is used to examine the situation
involving identification of attributes of a particular phenomenon based on an observational basis.
This type of research is used to describe and interpret the data being studied based on the fact
that it is supported by accurate theories. It means that descriptive research is related on the
condition occurs at that time, uses one variable or more then investigate it's fact

3.2 AREA OF STUDY

The research will be conducted in star rated hotels on Nairobi county as a whole. Examples
include Pride Inn Hotel, The Panari Hotel and Safari park hotel

3.3 TARGET POPULATION

Target population is a group of individual that the intervention intended to conduct research and
draw conclusions. The researcher will only focus her studies in Human Resource, General
Manager, Sales and Marketing, Finance Department, Housekeeping Department, Front Office
Department and Operation Department which consist of 150 permanent employees which are
managers in each department in the hotel. This because the seven units functions directly affect
the hotel profitability.

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 3.4 SAMPLE SOZE AND SAMPLING TECHNIQUES

The researcher will use sampling techniques which will involve dividing the population into sub
population which may differ in important ways. This ensures that every sub group from different
hotels are well presented in the sample. In this research the researcher will group the staffs
according to their departments. After the division all creation of subgroups they will be selected
using random sampling where every member of population has an equal chance of being
selected.

Sampling is the selection of subset of the population of interest in the research study. The sample
size from three hotels will be 60 employees.

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RESPONDENTS TARGET POPULATION SAMPLE SIZE

General manager 3 3

Human resource department 20 8

Sales and Marketing 23 10

37 18

Housekeeping Department 27 9

Finance Department 35 10

Front Office Department 5 2

Operation Department

TOTAL 150 60

3.5 DATA COLLECTION PRISEDURE

3.5.1 Questionnaires

It is a technique of collecting data by delivery or distributing a questionnaire to a responsent with

the hopes that they will respond the questionnaire. The researcher will use a close form
questionnaire that will help the respondent to answer quickly because the researcher give yes/ no
alternatives and the researcher gives the answer with a sure in it.

3.5.2 Interviews

Interview is a structure converation where one participant asks question and the other provide an
answer. It is conducted face to face by telephone or online. This allows the researcher to collect
detailed information about participant experience, opinion, and attitude in their own words this

17
helps in decision making process to understand how the hotels make their profits while
conducting in house laundry operations.

3.6 METHOD OF DATA ANALYSIS AND PRESENTATION

The analyse the quantitative data the researcher uses. The research questionnaire will use
descriptive statistics with the use of mode, medium, mean and frequencies and percentages
which will analyse the entire data presentation. The form of tables, pie charts and bar graphs will
facilitate easy understanding and interpretation of results.

3.7 ETHICAL ISSUES

Ethical issues that the researcher should consider are respect for person's autonomy and
protecting those with diminished autonomy, the researcher should be justice. The research should
be confidential and data protection, he or she should avoid brassiness.

Ethical considerations in a research are set of principles that guide your research designs and
practices. The researcher must always adhere to a certain code of conduct when collecting data
from people.

The goals of human research often include understanding real life phenomena studying effective
treatment, investigating behaviors and improving lives in other ways. The key ethical
considerations work to protect the rights to research participants, enhance research validity and
maintain scientific or academic integrity.

3.7.1 voluntary participation: the participant are free to opt in or out of the study point in time

3.7.2 confidentiality: you know who the participants are but you that information hidden from
everyone else, you anonymize personally identifiable data so that it can't be leaked to other data
by anyone else.

3.7.3 the result communication: you ensure that your work is free from plagiarism or research
misconduct and you accurately represents your result.

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 CHAPTER FOUR

DATA ANALYSIS, PRESENTATION, CONCLUSION AND

RECOMMENDATIONS

4.0 INTRODUCTION

This chapter entails introduction of data analysis, presentation and interpretation, response rate,
demographics characteristics of the respond, variable of the study. The data collected will be
summeried and presented inform of tables, bar graphs and pie chart. In this study the researcher
targeted 60 respondents which equals to one hundred percent

4.1.1 RESPONSE RATE

Out of 60 questionnaires distributed to the respondent, only 48 returned fully filled and returned
for analysis and hence giving the study 80% response rate which was high enough to allow the
researcher the questionnaire response rate of at least 75% is adequate to continue with the study

Response No of response Percentage

Expected response 60 100

Received response 48 80

Unrelieved response 12 20

The table above showing the number expected to respond

Pie chart

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 Response Rate chart
RECEIVED RESPONSE UNRECEIVED RESPONSE

20%

80%

4.1.2 DEMOGRAPHICS CHARACTERISTICS OF

RESPONDENT

This entails gender, age, level of education, period of work in the hotel and level of employment.

Gender respondent

Category Respondent Percentage

Male 36 75

Female 12 25

Total 60 100

The table above shows the gender of respondent

Bar graph

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 Chart Title

Female
25%

Male
75%
0% 10% 20% 30% 40% 50% 60% 70% 80%

Series3 Series2 Respondents

Pie chart

Respondents
Male Female

75%

The researcher find that male are higher than female members by 50% which was 75% were
male and 25% were female. Male are higher that female because while handling laundry
machines need male energy.

21
 4.1.3 Age bracket of respondents

Age Finding Percentage

18-25 12 25

26-35 24 50

36-45 7 15

46-60 5 10

Total 48 100

The table above shows age bracket of respondents

Bar graph

Chart of Respondents Age bracket

46-60
10%

36-45
15%

26-35
50%

18-25
25%
0% 10% 20% 30% 40% 50% 60%

Series3 Series2 Percentage

The distribution of the respondent reviewed that 25% were the age bracket of 18-25, 50% were
the age bracket 26-35, 15% were at the age bracket of 36-45, while 10% were at the age bracket
of 45-60. The age bracket of 26-35 were higher than the other respondent

22
 4.1.4 Period of work in the hotel.

This research finding revealed that the respondents who have worked within the age year bracket
of 2-5 is 8%, 6-10 is 25%, 11-15 is 50% 16-20 is 10% while above 20 is 7% respectively. Most
of the employees who have the experience of 11-15 years.

Year of work Frequency Percentage

2-5 4 8

6-10 12 25

11-15 24 50

16-20 5 10

Above 20 3 7

Toatl 48 100

The table above shows the respondent period of work in the hotel

Bar graph

Chart Title

16--20
10%

11--15
50%

6--10
25%

2--5
8%
0% 10% 20% 30% 40% 50% 60%

Series3 Series2 Frequency percentage

23
 4.1.5 Educational level of the respondent

Distribution of the respondent by the level of education reviled that 4% of them were in
certificate level, 25% were at Diploma level, 50% were at bachelor degree level while 21% were
at Masters level. Most of the respondents has bachelor degree.

4.2 Performance and effectiveness

The first objective of the study was establish the performance and effectiveness of in house
laundry operations which are used by Pride Inn, Safari park hotel and Panari Hotel. The
performance and effectiveness of in house laundry operations was meant by it. The study sought
the respondent opinion that was 100% agreed.

Respondent Agree Disagree

48 48 0

48 100 0

The table above shows the respondent response

4.2.1 How Respondent effectiveness affects hotel profitability

Respondent effectiveness with the performance and effectiveness and how does it affect the
hospitality industry either positively or negative. All the respondent agreed that it is only affects
positively not negatively. This was 100%

It was established that no negative effect were recorded .

All the hotels has positive effects

Respondent familiarity Positive Negatively

48 48 0

24
48 100% 0

The table above shows the respondent familiarity

4.2.2 Respondent opinion on effectivenes and performance on hotel

profitability

Respondent Frequency Percentage

Yes 46 95

No 2 5

The table above shows the respondent opinion

Pie chart

respondent opinion on effectiveness and performance

on hotel profitability
Yes No

95%

The pie chart shows that 5% of the respondent disagree that the performance and effectiveness
affects their hotel profitability.

25
 4.2.3 Respondent opinion on the things that affects the hotel
profitability

Effectiveness

1. Equipment maintenance

Yes 47 98

No 1 2

Total 48 100

Pie chart

Respondent opinion on Equipment maintenance

Yes No
2%

98%

The respondent opinion on equipment maintenance shows that only 2% said that it affects
negatively while 98% agreed that the equipment maintenance affect positively that increases the
effectiveness and performance of in house laundry operations

26
 2. Staff training and performance

Staff training Frequency Percentage

Yes 45 94

No 3 6

Total 48 100

Pie chart

Respondent opinion on training and performance

Yes No

6%

94%

The respondent shows that the staff training and performance only 94% the staff training affects
them positively while 6% said that it affects negatively that leads to more training so that it
affects positively.

3. Inventory management

The management Frequency Percentage

Yes 48 100

27
No 0 0

Total 48 100

The table shows the inventory management

Inventory management affects the whole three hotels positively by 100% which shows that in all
the hotels they managed inventory and this led to hotel profitability

4.3 Risks and challenges involved in in house laundry operations

The researcher sort to know if it was challenging or if there was some risks factors that affects
the in house laundry operations. The extent difficult and challenges observed

4.3.1 Respondent opinion on meaning of risks and challenges

Respondent opinion Frequency Percentage

Yes 46 96

No 2 4

Total 48 100

The table above shows the respondent opinion on Risks and challenges

Pie chart

28
 Respondent opinion on risks

Yes No

4%

96%

The research findings reveled that 96% of the respondent admitted that they understood the
meaning of risks and challenges while 4% said that they don't understand the meaning of Risks
and challenges

4.3.2 The respondent opinion on the extent of risks and challenges

The research findings reviled that 92% of the respondent admitted that it was challenging and
they encounter some risks and challenges while operating in house laundry while 4% of the
respondent saint that it was not challenging

Extent Frequency Percentage

Very large extent 44 92

Large extent 2 4

Moderate extent 2 4

Total 48 100

The table above shows the respondent opinion on how risks and challenges affect their
establishment

Bar graph

29
 Respondent opinion on challenges and risks

Moderate Extent
4%

Large Extent
4%

Very Large Extent

92%
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Series3 Series2 percentage

Pie chart

percentage of respondents opinion

Very Large Extent Large Extent Moderate Extent

4%
4%

92%

4.3.3 Examples of challenges that are faced by respondent

1. Energy consumption and environmental impact

Respondent Frequency Percentage

Yes 48 100

30
No 0 0

Total 48 100

The table above shows the respondent opinion on energy consumption and environmental
impact

The research findings reveled that the challenge of energy consumption and environmental
impact affect all the hospitality industry which was 100%. They use a lot of energy while
operating in house laundry operations

2. Competitive pressures

Respondent Frequency Percentage

Yes 40 83

No 8 17

Toatl 48 100

The table above shows the respondent opinion on competitive pressure

Bar graph

Competetive pressures respondent opinion per-

centage chart

No
17%

Yes
83%
0% 10% 20% 30% 40% 50% 60% 70% 80% 90%

Series3 Series2 Frequency Percentage

Pie chart

Competitive pressures respondent opinion percentage chart

31
 Yes No

17%

83%

According to some respondent which was 17% there was no competitive pressure since they
offer the highest quality of on house laundry operations and 83% said that they also offer highest
quality of in house laundry operations but there are some competition that outsourced linens that
leads to high pressure.

3. Technology and innovation

Respondent Frequency Percentage

Yes 42 86

No 6 14

Total 48 100

The table above shows the respondent opinion on technology and innovation

32
 Respondent Opinion on technology and innovation
Yes No

14%

86%

Pie cha rt

According to the respondent opinion technology and innovation especially on some respondent
opinion there was improved technology and new innovation especially the current technology
which was 14% while 86% revieled that it was challenged in technology and innovation

4. Staff turnover

Respondent opinion Frequency Percentage

Yes 48 100

No 0 0

Total 48 100

The table above shows the respondent opinion on staff turnover

The research findings reveled that staff turnover affect hospitality industry which was 100%
respondent that may lead to low profitability

33
 4.4 Infrastructure and resources

4.4.1 Respondent opinion on existence of infrastructure and

resources

Respondent Frequency Percentage

Yes 48 100

No 0 0

Total 48 100

The table above shows the respondent opinion on infrastructure and resources

The research findings reviled that 100% respondent admitted that the infrastructure and resources
necessary for conducting in house laundry operations are well understood

4.4.2 Respondent opinion on availability of infrastructure and

resources

Respondent opinion Frequency Percentage

Readily available 46 96

Not readily available 2 4

Total 48 100

The table above shows the respondent opinion on availability of infrastructure and resources

Pie chart

34
 Respondent opinion on availability of infrastructure
and resources
Readily Available Not Readily Available

4%

96%

The research findings reveled that 96% of the respondent opinion admitted that resources a bind
infrastructure are readily available while 4% of the respondent opinion reviled that it was not
readily available

4.4.3 Respondent opinion on infrastructure and resources that

decreases or increases hotel profitability

1. Water supply

Respondent opinion Frequency Percentage

Increase 48 100

Decrease 0 0

Total 48 100

35
The table above shows the respondent opinion on water supply

The research findings reveled that 100% of the respondent admitted that the resources and
infrastructure increases their hotel profitability

2. Ventilation system

Respondent opinion Frequency Percentage

Increase 46 96

Decrease 2 4

Total 48 100

The table above shows the respondent opinion on ventilation system

Bar graph

Ventilation system Respodent opinion

Decrease
4%

Increase
96%
0% 20% 40% 60% 80% 100% 120%

Series3 Series2 Frequency percentage

The research findings reviled that 96% of the respondent said that it has increased ventilation
system while 4% of the respondent opinion reviled that there was decrease ventilation system

3. Storage space

36
Respondent Frequency Percentage

Decrease 1 2

Increase 47 98

Total 48 100

The table above shows the respondent opinion on storage space

Bar graph

Storage space respodent ipinion

Decrease
4%

Increase
96%
0% 20% 40% 60% 80% 100% 120%

Series3 Series2 .

The research findings revieled that 98% of the respondent opinion on the storage space was
increased while 2% of the respondent opinion was decreased

4. Tool maintenance

Respondent opinion Frequency Percentage

Increase 45 94

Decrease 3 6

Total 48 100

The table above shows the respondent opinion on tool maintenance

Bar graph

37
 Tool maintenance opinion chart

Decrease
6%

Increase
94%
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Series3 Series2 Frequency percentage

The research findings reviled that 94% of the respondent opinion on tool maintenance increased
their hotel profitability while 4% of the respondent opinion reviled that tool maintenance slightly
decreases the hotel profitability

4.5 FINDINGS

Research finding showed that the most gender that operates on laundry department are male
because of handling the heavy loaded machines

4.6 CONCLUSIONS

The study relieved that in house laundry operations has an impact on hotel profitability. The in
house laundry operations with the highest impact and used in very large extent which shows that
it was great influence to ensure that hat hotel has great profitability and improve. The staff on
laundry department ensure that the guest linens, staff linens are laundered at the correct time and
facilitate are standardized offering some services to every customer thus the high quality service
is maintained. The reviled that there are some of that risks and challenges that they passed
through but they come to solution such as training of staffs on how to operate the laundry
machines while laundering the linens for the guest to increase the standard of establishment, the
quality control which means accessing the laundered items is crucial. The study also reviled that

38
tools, machines maintenance is very important and it leads to long lifespan of machines and it
prevents the breakdown hence increasing the frequency of working conditions

4.7 CHALLENGES

The main limitation faced was that the respondent were reluctant to give out the information
from the questionnaire hence the respondent withhold very important information that could
have been instrumental in making the right conclusion

4.8 RECOMMENDATIONS

The study recommends the following issues mostly on risks and challenges which they went
through like the use of chemicals they should be provided by protective gears so that the
chemicals should not affect or be hazardous to their health and also on competitive pressure they
should apply new technology and recent use of machines that runs without stopping

39
 REFERENCE

Chen, L.& Weng.Q. (2020). Technical innovation in laundry operations. Implications for
performance and profitability. 17(1) 55-68

Garcia, M, & Patel, R(2018) Labour management strategies in hotel laundry operations. Journal
of hotel and resort management. 8(2)112-127

Johnson, A & Lee. C. (2020). Maintenance challenges in hotel laundry operations. International
Journal of administration. 8(2) 112-127

Johnson. E. & Smith P. (2019). Sustainable Practices in Hotel Laundry operations challenges and
operations. Journal of sustainable hospitality.

Kim. S. & Lee. H. (2019). Quality control measures in hotel laundry operations. Journal of
quality management in hospitality 11(4)167-180.

Smith, J. (2019). The economic impact of in house laundry operations in hospitality industry.
Journal of Hospitality. 12(3), 45-48.

Thompson D Brown M (2019). Competitive analysis of in house versus outsourced laundry

operations in hotel. International Journal of Hospitality industry trends 6(3) 201-215

Wong. K. & Chon. L (2017). Spare optimization in hotel laundry facilities. International Journal
of Hospitality Space Planning.5(4). 89-102

40
 APPENDIX 1

N.Y.S SCHOOL OF CATERING

P.O. BOX 2,

GILGIL

January 12, 2024

TO: WHOM IT MAY CONCERN

RE: PERMISSION TO CARRY OUT RESEARCH IN YOUR ESTABLISHMENT

As the N.Y.S School of Catering, we hereby write to you a seeking permission to allow
Josephine Akinyi Odero to carry out a research based on hospitality industry within your
establishment. The school found it ideal to partner with you so as to enable our student to carry
out the research in accordance with the Kenya national examination council.

Yours faithfully,

Sign

Janet Ogello

Principle N.Y.S School of Catering

41
JOSEPHINE AKINYI ODERO,

P.O. BOX 3,

GILGIL

January 12, 2024

HUMAN RESOURCE MANAGER,

PANARI HOTEL,

P.O. BOX 76,

NAIROBI

RE: ASSISTANT IN FILLING THE QUESTIONNAIRE

I'm a student from N.Y.S School of Catering Gilgil undertaking Diploma in catering and
accommodation management as my course. I'm carrying out research on impacts of inhouse
laundry operations in hotel profitability. I request for your assistance on filling of questionnaire I
your establishment for my project work and award of certificate of the names course

Your cooperation and assistant will be highly appreciated

Yours faithfully,

Josephine Akinyi Odero

42
 APPENDIX 2

QUESTIONNAIRE

SECTION A

1.what are your age?

Age Yes No

18-25

26-35

36-45

46-60

2. What is your gender?

Gender Yes No

Male

Female

43
3. How long have you worked in hotel industry?

Year Yes No

2-5

6-10

11-15

16-20

Above 20

3. What is your education level?

Level of education Yes No

Certificate

Diploma

Bachelor degree

Masters

5. What is your level of management?

Operational level

Ye

No

44
SECTION B

OBJECTIVES

The performance and effectiveness of inhouse laundry operations

1. Do you know what is meant by performance and effectiveness of in house laundry operations?

Yes

No

2. If yes, do the performance and effectiveness of in house laundry operations affects your hotel
profitability?

Yes

No

3. If yes, which of them affect your hotel profitability?

i. Equipment maintenance

Yes

No

ii. Staff training and performance

Yes
No
iii. Inventory management
Yes
No

45
 SECTION C
Risks and challenges associated with in house laundry operations
1. Do you know the meaning of risks and challenges associated with in house laundry
operations?
Yes
No

2. If yes, do you encounter some risks and challenges when operating in house laundry
operations?
Yes
No

3. If yes, what are some risks and challenges that you face in the hotel?
i. Energy consumption and environmental impact
Yes
No
ii. Competitive pressure
Yes
No
iii. Technology and innovation
Yes
No
iv. Staff turnover
Yes
No

46
 SECTION D
Availability and accessibility of infrastructure and resources necessary for
conducting in house laundry operations
1. Is there availability and accessibility of infrastructure and resources for conducting in
house laundry operations?
Yes
No

2. If yes, are these infrastructure and resources readily available?

Yes
No

3. If yes, what are the infrastructure and resources that decreases or increases the hotel
profitability?
i. Water supply
Yes
No
ii. Ventilation system
Yes
No
iii. Storage space
Yes
No
iv. Tool maintenance
Yes
No

47
TIME PLAN

Month Activities

January Identification of research project by balloting

Approval of trade project tittle by my supervisor

Searching for references on books and magazines with regard to

research proposed writing

February Handing over the draft of objectives to my supervisor

Confirmation of the draft objectives

Pursuing research proposals and begun conducting interviews,

observations and dealing with questionnaires concerned with
various departments of the establishment

March Proceeding with research project while seeking for corrections and
comments from supervisor

Compiling the collected data and organizing various chapters

Undergoing defence of title and objectives

April Holiday

May Presenting various chapters to the supervisor for correction

preparing summery, findings and conclusion and recommendations

Presenting chapter four to my supervisor

June Printing final copies of report project and binding

Pursuing the project with my supervisor for submission to the

Kenya National Examination Council

Handing over my project to my supervisor for submission to

KNEC

48
APPENDIX 2

Items Quantity Unit cost Total cost

Foolscap 1 ream 400 400

Printing paper 1 ream 500 500

Ink pens 2 PCs 20 40

Office glue 1 jar 40 40

Sharpener 1 pce 20 20

White out 1 jar 50 50

Eraser 1 PC 20 20

Office pin 1 pct 40 40

30cm ruler 1 PC 40 40

A4 envelope 8 PCs 10 80

Paper chips 4 pcs 10 40

Binder 2 PCs 20 40

Files 3 PCs 50 150

Pencil 1 piece 10 10

Total cost 1470

Accommodation 4000

Transport 2000

Meals 1500

Postage and telephone 1000

Typing 700

49
Total 10670

50