on the face of it, the article does not give much detail on the actual claims made by the workers - just broad statements.  it also sates that the Ilikai is a MIXED-USE building with both hotel rooms and residential units.  now part of the staffing and task problem may stem from that one particular dichotomy.  the Ilikai personnel may be comparing themselves to pure hotel establishments.  as pure hotel establishments, the personnel has to deal with only one type of "guest" accommodations which may be more rigidly planned and designed to be more uniform.  my interpretation (not professional) is that the residential type accommodations may tend to be more furnished and have more floor space due to the more personal nature of the ownership and use.  if the Ilikai personnel is caring for both types of units then i can see the difference in the work loads.  now if the residents had to care for or pay someone to do their housekeeping which was in addition to the "regular/normal" duties.