Outsourcing in-house food operation in a hotel organisation in Hong Kong

Abstract

When hotel executives implement outsourcing practices in an in-house operation, evaluating the outsource supplier's performance from the employees' perspective is necessary. This study explored the service and food quality at a staff canteen operated by an outsourcing provider and compared the different perceptions of service and food quality based on employees' characteristics of gender, work schedule, position, and frequency of usage. The findings showed that employees rated their perception of canteen environment higher than that of food quality and service quality. Employees' perception of food and service quality has significant differences in work schedule (shift vs. office hour), position (frontline, supervisor, and manager), and frequency of canteen usage. By contrast, employees' perception has no significant differences in gender. To meet employee expectation, the outsourcing provider should regularly improve the food quality in terms of taste, menu choice, and food portion.