“Evaluating Hotel Employee Characteristics and Services: A Statistical Analysis Using Averages and the Kolmogorov-Smirnov Tests

Abstract

This study examines the essential characteristics and services provided by hotel employees and their impact on guest satisfaction. The study focuses on four key characteristics: professionalism, customer service skills, attention to detail, and adaptability. Similarly, we evaluate four critical services: room service, housekeeping, concierge services, and front desk operations. By averaging the ratings for each characteristic and service, we provide a quantitative assessment of employee performance. To explore the relationship between these characteristics and services, we construct a cross table. This allows us to identify patterns and correlations between high and low ratings in each category. Additionally, we employ the Kolmogorov-Smirnov test to compare the distributions of characteristics and services ratings. This statistical test helps determine if there is a significant difference between the two distributions. Our analysis reveals valuable insights into how employee characteristics influence the quality of services provided, highlighting areas for improvement. The findings are intended to guide hotel management in enhancing employee training and performance, ultimately leading to improved guest experiences and satisfaction.