Samenvatting

This thesis was developed within the context of the Launch Your Career (LYCar) pro-gramme at Hotelschool The Hague, and conducted during a professional internship at TreasureBox BV. It explores how automation technologies can support the housekeeping department in luxury hotels, with NH Collection Grand Hotel Krasnapolsky in Amsterdam serving as the primary case study.
The hospitality sector is currently facing persistent staff shortages, high turnover, and growing physical strain in operational departments such as housekeeping. These chal-lenges, coupled with rising guest expectations and cost pressures, have increased interest in automation as a potential solution. However, the question remains: which tasks can be automated without compromising the guest experience that defines luxury hospitality?
The goal of this research was to identify which housekeeping tasks are most suitable for automation and how such technologies can be implemented in a way that preserves ser-vice quality while improving operational efficiency. To answer this, six check-out rooms were observed and recorded over two working days. The observations were analysed us-ing the ENFIFO model (Effort, Need, Frequency, Inconvenience, Flexibility, Opportunity), and interpreted through the SERVQUAL framework and the Technology Acceptance Model (TAM).
The findings reveal that tasks such as vacuuming, trash removal, and amenity replen-ishment are highly repetitive, low in complexity, and consistently performed across rooms and staff. These characteristics make them strong candidates for partial or full automation. In contrast, more personalised and visible tasks—like bed making and bath-room cleaning, require human judgment and aesthetic attention, making them less suit-able for full automation.
Based on these insights, the study proposes a Hybrid Housekeeping Support System (HHSS), which combines automated tools (e.g., robotic vacuum cleaners, sensor-equipped trolleys) with ergonomic aids and digital SOPs. This system not only addresses labour shortages and physical strain but also supports service consistency and employee well-being. Furthermore, the research highlights that staff involvement, training, and gradual implementation are key to successful technology adoption.
Ultimately, this thesis contributes a realistic, task-based framework for implementing automation in luxury hospitality. It shows that strategic automation can improve effi-ciency and support staff, while maintaining the human touch that is essential to five-star service delivery.