Housekeeping Communication and Guest Satisfaction: A Cross-Level Study of Vertical and Horizontal Communication at Hotel Atsari Parapat

Muhammad Hamdani; Sariana Holandita Daulay; Booni Tauhid

doi:10.62794/je3s.v7i5.548

Authors

Muhammad Hamdani Politeknik Pariwisata Medan, Indonesia
Sariana Holandita Daulay Politeknik Pariwisata Medan, Indonesia
Booni Tauhid Politeknik Pariwisata Medan, Indonesia

DOI:

https://doi.org/10.62794/je3s.v7i5.548

Keywords:

Guest Satisfaction, Horizontal Communication, Hotel Housekeeping, Service Coordination, Vertical Communication

Abstract

Using a cross-sectional cross-level quantitative design, this study examined the association between employee-level vertical and horizontal housekeeping communication and guest-level satisfaction at Hotel Atsari Parapat, Indonesia. The study involved 24 housekeeping employees and 60 hotel guests. Vertical communication and horizontal communication were assessed among employees using six-item Likert scales, while guest satisfaction was assessed among guests using six items. Guest responses were organized into 24 employee-based analytical clusters containing two or three guest observations per cluster. Mean scores were favorable for vertical communication (M = 4.021, SD = 0.477), horizontal communication (M = 3.951, SD = 0.512), and guest satisfaction (M = 3.872, SD = 0.446). Cluster-adjusted multiple regression showed that vertical communication (B = 0.320, 95% CI [0.059, 0.581], p = 0.018) and horizontal communication (B = 0.346, 95% CI [0.121, 0.571], p = 0.004) were positively associated with guest satisfaction. The model explained 39.6% of the observed variation in satisfaction (adjusted R² = 0.375), with a significant joint Wald test (F(2, 23) = 17.388, p < 0.001). The findings should be interpreted in light of the single-hotel setting and the modest number of 24 employee clusters, which limit generalizability and the precision of cluster-adjusted estimates. The findings emphasize the importance of clear supervisory communication, peer coordination, and structured handovers in housekeeping operations.

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