EXAMINATION OF THE SUPPLIER-RELATED FACTORS INFLUENCING THE SUCCESS OF OUTSOURCING IN THE HOTEL HOUSEKEEPING DEPARTMENT

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Akshita Tiwari, Malini Singh, Ashish Dahiya

Abstract

This study aims to examine supplier selection and relationship management in the housekeeping department of the hotel industry. An exploratory qualitative approach was used for the analysis. The results show that the supplier identification was made through direct contact, agent/expert search, professional networks, request for quotes, and supplier self-exploration. Efficiency and effectiveness, service costs, vendor credibility, and internal knowledge were necessary in the selection. The results also show that relationship management was crucial to securing the buyer-supplier relationship. Contracts, job evaluation, downtime/lead time, vendor reliability, and guest comment cards were essential relationship management tools. The article ends with some conclusions and management implications for hotel managers.


 

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