Workload assessment is one of the most serious concerns for
a manager, since a long-term heavy workload may affect employees
physical and mental health, performance and productivity, as well as turnover.
Because reception clerks are the first contract points for customers in a hotel,
their service quality generates the first impression of the company. To be aware
of the workloads of hotel reception clerks, this study applies a workload assessment
model to find out the relative workload levels of them, in which subjective
subscales are introduced. Based on the data analysis, six reception clerks are
classified as have relatively heavy workloads among the twenty-six samples.
In addition, this study identifies the factors that the decision maker can focus
on in order to effectively reduce the workloads of heavy workload clerks. The
advantage of this study is that it provides a practical framework for managers
to be more aware of the work situations of employees and thus they can more
effectively improve the workload levels of staff and ensure that they provide
high quality services, as well as reduce staff turnover.