Assessing the Effect of Cleanliness Standards on Hotel Performance in Kigali Serena Hotel and Musanze Classic Resort Lodge

The study assessed the effect of cleanliness standards on hotel performance, focusing on Kigali Serena Hotel and Musanze Classic Resort Lodge in Rwanda. Specifically, the study examined how cleanliness standards influence hotel performance, with particular attention to housekeeping practices, staff competence, supervision, and resource utilization. The study was anchored on the SERVQUAL model, which emphasizes the role of service quality dimensions, particularly tangibles and reliability, in influencing customer satisfaction and organizational performance. A mixed-methods design combining quantitative and qualitative approaches, complemented by a comparative case-study dimension, was adopted. The target population comprised hotel guests, employees, supervisors, and managers from the two selected hotels, from which a sample of 100 respondents was drawn. Purposive sampling was used to select employees and management representatives, while convenience sampling was employed to select hotel guests. Data were collected using structured questionnaires administered to guests and semi-structured interview guides for employees, supervisors, and managers. Questionnaire reliability was assessed using Cronbach’s alpha coefficient, whereas validity was established through expert review and alignment with the study objectives and relevant SERVQUAL dimensions. Quantitative data were coded and analysed using the Statistical Package for the Social Sciences (SPSS). Descriptive statistics, including frequencies, percentages, means, and standard deviations, were used to summarize the findings, while inferential statistics, including correlation and regression analyses and analysis of variance (ANOVA), were employed to examine the relationships and effects among the study variables. Qualitative data were analysed thematically to complement the quantitative findings. The findings revealed a moderate, positive, and statistically significant relationship between cleanliness standards and hotel performance (r = .58, p < .001), with cleanliness standards explaining 33.6% of the variation in hotel performance. The findings suggest that consistent cleanliness standards, supported by competent housekeeping personnel, effective supervision, and adequate resource utilization, contribute to improved hotel performance. The study concludes that maintaining high cleanliness standards is essential for enhancing service quality, customer satisfaction, and overall hotel performance. The study therefore recommends that Kigali Serena Hotel and Musanze Classic Resort Lodge strengthen housekeeping procedures, conduct regular cleanliness inspections, enhance staff training, and ensure the adequate provision and effective utilization of cleaning resources to maintain consistent hygiene standards in guest rooms, bathrooms, linen, corridors, and public areas. Keywords: Cleanliness standards, hotel performance, hygiene practices, service quality, customer satisfaction.