Motivating Hospitality Workers: A Performance-Based Approach

Motivation plays a crucial role in enhancing the performance and satisfaction of workers within the hospitality industry. The study highlights that non-financial rewards such as flexible working hours, family holidays, and best working conditions are essential for motivating employees and improving customer satisfaction. Hilton Hotel needs to undertake effective motivational strategies to encourage workers towards organizational goals and success. Moreover, providing varied motivational factors can lead to an increase in employee morale and job satisfaction.

Research Project

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
1.1 Formulate and record research project outline specification............................................1
1.2 The factors that contribute to the process of research project selection...........................2
1.3 Critical review of key references......................................................................................2
1.4 Produce research project specification.............................................................................3
1.5 Appropriate plan...............................................................................................................3
2.1 Matching the resources efficiently to the research question............................................3
TASK 2............................................................................................................................................6
2.2 Undertaking the proposed research investigation.............................................................6
2.3 Record and collate relevant data.......................................................................................6
TASK 3............................................................................................................................................9
3.1 Use the appropriate research evaluation technique..........................................................9
3.2 Interpreting and analyzing the results.............................................................................10
3.3 Recommendations..........................................................................................................11
REFERENCES..............................................................................................................................12

ILLUSTRATION INDEX
Illustration 1: Theme 1.....................................................................................................................8
Illustration 2: Theme 2.....................................................................................................................8
Illustration 3: Theme 3.....................................................................................................................9

INTRODUCTION
The particular study is based on “To investigate the impact of varied ways of staff
motivation under HRM perspective”- a case study of London Euston Hilton Hotel”.
TASK 1
1.1 Formulate and record research project outline specification
Background of the study
Motivation is the best way through which businesses can increase their performance and
commitment in the workplace. Thus, it states that it is crucial for firm to encourage their workers
in order to achieve desired goals and objectives. Employee motivation is crucial for achieving
competitiveness and success within firm. The main purpose of motivating employees by the
managers with the aim to give their best efforts towards attaining organizational outcomes. There
are varied hospitality companies in UK that provide financial rewards to their workers in order to
encourage them and deliver their best to firm (Karodia and Rehman, 2014). However, it is
critical for service industry to provide superb, efficient and effective workplace in order to fulfill
the demands of clients. For instance, if the guest does not feel satisfied from the services of hotel
it affects the performance and brand image of hotel in marketplace. Therefore, business is
required to provide proper training and development to employees so that they can be
encouraged and thus deliver the best services and products to consumers. For the present
research, Hilton Hotel has been selected which is the leading UK hospitality firm that undertakes
varied methods of motivating employees and attaining results.
Research aims and objectives
The aim is to “To investigate the impact of varied ways of staff motivation under HRM
perspective- a case study of London Euston Hilton Hotel””.
Objectives
 To determine the concept of employee motivation within hospitality business.
 To understand the factors that can encourage workers and its requirement for attaining
business outcomes.
 To investigate the strategic ways for encouraging workers in order to better develop and
smooth running of hotel business.
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Research questions
 What is the concept of employee motivation within hospitality business?
 What are the factors that can be used to encourage employees and their best effort
towards attaining business objectives? What are the strategic ways for encouraging workers in order to better develop and
smooth running of hotel business?
Methodologies for data collection and analysis
For the present research, data will be collected with the assistance from primary and
secondary sources. Thus, with the aim to analyze the importance of motivation among
employees within Hilton Hotel questionnaire will be prepared. Furthermore, journals, books and
online articles will be used for gathering secondary sources (Lau and Roopnarain, 2014). Thus,
in order to examine the collected data for the research proper themes will be prepared. Moreover,
it can be stated that through primary data collection method it helps research to collect the data
originally. It also takes a lot of time and money. While, secondary data collection can be done
through reviewing books, magazines or internet. It is second hand data collection technique in
which data has been already collected by someone else previously and thus it is used further.
1.2 The factors that contribute to the process of research project selection
There are varied factors that can be assessed by the scholar which helps in contributing to
the selection of particular research. It is as follows- Scope of the research- It can be assessed that if the particular research possesses wider
scope then it will be chosen by the scholar. Interest of the scholar- Researcher always selects that particular study in which it has
more interest (Filbeck, Gorman and Fink, 2015).
 Contemporary issues- It is being considered as another critical factor that assists scholar
in terms of selecting the particular study.
1.3 Critical review of key references
According to the view point of Khan and et. al., (2015), it can be stated that employee
motivation is the best factor that helps business to achieve desired outcomes. It also assists firm
to improve the sales and profitability of firm in marketplace. Moreover, it has been rightly stated
by the author that through adopting different methods of motivation it assists Hilton to enhance
the performance of employees. However, Lăzăroiu (2015), argued that in order to improve the
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competitiveness and performance of business it is crucial for them to provide different types of
motivation factor so that workers can attain desired results. Hence, through providing monetary
benefits to workers it helps them to carry out desired tasks and attain results.
1.4 Produce research project specification
It can be assessed from the present study that investigating the impact of varied ways of
staff motivation under HRM perspective helps individual to achieve desired results within
Hilton. Also, business undertakes inductive research approach so that research aims and
objectives can be attained effectively. Moreover, the data will be collected through both primary
and secondary sources (Miner, 2015).
1.5 Appropriate plan
Task / Duration in week 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16
Topic selection
Preparation of project
Formulating aims and
objectives
Performing historical research
Research methodology
Carry out primary research
Data analysis
Evaluating results
Conclusion and
recommendations
Submission of draft
Final submission to tutor
2.1 Matching the resources efficiently to the research question
In this particular part of the research, literature review has been carried out for the
purpose to achieve the aims and objectives of the study.
Concept of employee motivation
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As per the view of Pinder (2014), employee motivation is the concept derived from
human resource management. Through different context of studies it can be assessed that
motivation refers to a reason that assists an individual to engage themselves in particular
behavior. However, it is essential for hotel to satisfy the needs of workers by providing them
different motivation factors i.e. intrinsic and extrinsic that helps them to achieve desired results.
It has been argued that motivation is the best factor that leads to enhance worker performance
within business. However, it has been analyzed that working environment affects individual's
level of motivation. For instance, long working hours, non-recognition for work done and
aggressive colleagues etc. are the reasons for ineffective workers. Thus, in regard to overcome
such factors management of firm is required to provide them varied motivational benefits that
satisfies their needs and wants and perform their best. However, through worker encouragement
business can attain a competitive advantage through higher productivity and enhanced customer
service. While, if there is prevailing de-motivation among workers business will be at risk in
regard to finances and other strategic objectives. Henceforth, worker motivation regulates the
behavior of individual and enables them to attain desired goals of firm. Thus, motivation is the
effectual psychological process that provides behavior, purpose and direction to employees in
order to carry out their desired goals.
Different factors that can encourage workers to achieve outcomes
According to the view of Gagne (2014), there are varied factors that can be undertaken in
order to motivate employees to give their best performance and attain desired outcomes. These
are as follows-
 Working conditions- it is crucial for every enterprise to provide effectual working
conditions and enough resources to individuals in order to execute the task accordingly.
As per the opinion of Karodia and Rehman (2014), working conditions is the best way
through which employee can feel empowered and satisfied because if the working
conditions provided to person is not appropriate then they might not be able to attain
desired results.
 Pay and benefits- It is another factor that motivates workers to achieve desired
outcomes. However, a low or minimum wage will affect the performance of workers and
thus raise issue for the organization. As per the Lau and Roopnarain (2014), it is crucial
for business to provide effective pay and benefits so that they can be encouraged in order
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to work effectively and satisfy the needs and wants of customers. Hence, it is significant
for business to pay wages and benefits such as medical insurance and paid holidays etc.
as per the position of workers so that they can deliver the best performance within
enterprise. Working hours- It can be stated that employers should fix the working hours as per the
regulation of labor standard act. As per the view of Filbeck, Gorman and Fink (2015),
employees of firm require to be recognized through their working style. Thus, it is
essential for management to fix the daily working hours of individuals so that their
relationship is not affected with management. However, for any extra working hour
business should pay extra amount of wages or pay so that employees can be encouraged
to attain outcomes.
Varied strategic ways for encouraging workers
It can be evaluated that there are different strategic ways through which employees of
firm can be motivated. It also helps them to achieve desired success and smooth functioning of
business so that results can be attained. As per the opinion of Khan and et. al., (2015), different
types of strategic ways for motivating employees assists in identifying their requirements so that
it can be fulfilled accordingly in order to attain desired goals.
 Performance based financial rewards- Organization is required to measure the
performance of workers on the basis of their capability and then decide the appropriate
rewards so that they can be satisfied. According to Petcharak (2002), providing good
rewards to the high performance workers sometimes demoralizes the low performance
employees within firm. Thus, it is essential for business to encourage workers to enhance
their skills so that desired results can be attained.
 Non- financial rewards- Through evaluating the perspective of human resource
management it is crucial for business to provide varied non-financial rewards instead of
money such as recognition, praise, best working environment etc. so that they can
produce results which money could never buy. However, all these rewards help business
to develop and grow the potential of workers and achieve desired output and success of
firm (Johnson, 2005).
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TASK 2
2.2 Undertaking the proposed research investigation
In this particular section, research methodology will be prepared that provide the detailed
description regarding the different techniques being undertaken by the scholar. It helps in
performing the research study of identifying the impact of varied ways of staff motivation under
HRM perspective in regard to Hilton Hotel (Åkerlind, 2012). Different techniques are as
follows-
 Research approach- In order to assess the aim of identifying the different ways of
employee motivation in Hilton hotel inductive research approach will be used. Thus,
with the help of this approach identified aims and objectives of the research can be
attained effectively (Flick, 2015).
 Research design- Here, in the present research descriptive research design will be
undertaken because through using such study proper analysis of topic will be executed.
Thus, it enables researcher in terms of drawing proper conclusions for the selected topic
in efficient manner (Billig and Waterman, 2014).
 Data collection- At the time of collection of data both primary and secondary sources
are used with the purpose to gather the data for the given study. In the present report,
questionnaire technique has been adopted with the purpose to collect the opinions of
Hilton client base. While, for secondary data collection different sources such as books,
journals and online articles are used (Reynolds and et. al., 2014).
 Sampling technique and sample- In the current research sample size of 30 Hilton
employees are selected. Further, random sampling technique has been used in order to
carry out the results (Bauer, 2014).
2.3 Record and collate relevant data
Questionnaire (30 Hilton Employees) i.e. Male 15 and Female 15
Name
Age
Gender
 Male
 Female
What are the factors that affect individual level of encouragement towards work?
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 Financial rewards
 Non-financial rewards
 Public recognition
 Working environment
What are the factors that de-moralize employees working in hospitality firm?
 Low salary
 Lack of opportunities for growth and development
 Performance based rewards
 Others
What are the things that you like the most about present hospitality business?
 Working style
 Flexibility
 Training and development
 Brand image
Do you feel equally compensated for the services provided?
 Yes
 No
Do you think management provides proper non-financial benefits to their employees?
 Yes
 No
Recommend different strategic ways that business should involve in its working style to motivate
employees?
______________________________________________________________________________
____________________________________________________________________________
Here, different themes have been prepared in relation to the aims and objectives of the
research. These are as follows-
Theme 1: Financial rewards are the main factor that affect the individual level of
encouragement towards work.
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Theme 2 Performance based rewards is the factor that de-moralize employees working in
hospitality firm.
Theme 3 Management provides proper non-financial benefits to their employees.
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Financial rewards Non-financial rewards Public recognition Working environment
0
2
4
6
8
10
12
14
16
18
Illustration 1: Theme 1
Low salary
Lack of opportunities for
growth and development
Performance based
rewards
Others
Illustration 2: Theme 2

TASK 3
3.1 Use the appropriate research evaluation technique
Interpreting the theme
Theme 1- Through the present research it can be evaluated that there are varied factors available
that affect the individual level of encouragement within work. It involves financial, non-
financial, public recognition and working environment. There are around 16 employees who
state that financial rewards are the main motivational factors that helps individual to attain
desired results. While, there are 8 people who found non-financial rewards to be encouragement
in order to carry out the work. On the other hand, 4 employees found themselves motivated
through public recognition and 2 from getting effective working environment within business.
Theme 2- Here, 12 employees out of 30 states that performance based rewards function mostly
de-moralize the behavior of individual while working within hospitality business. Furthermore,
11 employees found themselves demoralized at the time of lack of opportunities for growth and
development. On the other hand, 6 workers are de-moralized from receiving low or minimum
wage rate while working in hospitality business. Overall, it can be stated that performance based
rewards is the main function that de motivates the individual while carrying out their task within
business.
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Yes
No
0 2 4 6 8 10 12 14 16 18 20
Column B
Illustration 3: Theme 3

Theme 3- There are 18 employees who states that management is successful in providing non-
financial benefits to employees such as insurance, flexible working hours and paid holidays etc.
Thus, it helps them to get encouraged and work towards attaining desired results. While, there
are around 12 workers who are not satisfied from the different non-financial benefits received
from hospitality firm. Overall, it can be stated that it is crucial for firm to provide non-financial
benefits to individual so that it enhances their work performance to attain outcomes.
Evaluation of results
Here, the identified results need to be evaluated on the basis of the themes being carried
out. However, it has been assessed that financial rewards is the best factor that helps in
encouraging workers in order to attain desired goals within Hilton hotel. Thus, through receiving
monetary benefits it assists workers to get encouraged and accomplish client satisfaction.
Furthermore, it has also been evaluated from different themes that business is also required to
provide varied non-financial rewards to workers such as paid holidays, compensation, insurance
etc. that encourages them to work hard towards organizational goals and objectives.
Furthermore, there is performance based factor available in every business enterprise that
decides the amount of growth and development of individual. Thus, it can be stated that it affects
the morale of workers working in the hospitality business which ultimately hinders their
performance. Here, an individual is judged on the basis of their performance and then
accordingly rewards have been given so that satisfaction of workers can be attained. Moreover, it
can be stated that the limitation of the identified results is that business is not emphasizing on
non financial rewards such as flexible working hours, family holidays etc. Therefore, it is
essential for business to work effectively in order to provide such benefits to employees and thus
attain their satisfaction.
3.2 Interpreting and analyzing the results
From the above study it can be analyzed that it is essential for business to provide varied
motivational factors that affect the performance of workers within hospitality firm. Thus, it can
be articulated from the present research that motivation of employees plays a critical role in
order to enhance the sales and customer satisfaction within business. Employers need to provide
appropriate motivational benefits to their workers in order to encourage them towards
organizational goals and success. It is a crucial factor that is required to provide the best
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customer experience and thus improve the brand image of firm in market. Also, Hilton is
required to undertake effectual human resource management perspective so that adequate
resources can be provided to workers in order to encourage them towards smooth running of firm
in marketplace.
Furthermore, it can also be evaluated that Hilton is also required to undertake various
non-financial benefits which encourages workers to fulfill their requirements. For instance,
benefits such as life insurance, flexibility, paid holidays and best working conditions are required
for individual so that results can be attained. Thus, providing all such benefits to workers helps
them to deliver best services within hotel and satisfy the needs of customers. Business also
undertakes performance based rewards that demoralize employees because rewards will be given
to them based on their performance. Top management reviews their performance and then
decides to provide them adequate benefits which decrease their morale and thus bring
dissatisfaction among workers. Henceforth, it can be concluded from the above research that
business is required to undertake effective motivational ways so that they can encourage workers
within hospitality firm and achieve desired results.
3.3 Recommendations
It is suggested that further research need to be done in order to evaluate the impact of
different non-financial benefits such as family holidays, flexible working hours etc. on the
motivation of workers within firm. From the above collected facts and figures it can be
recommended to Hilton Hotel that it is essential for them to undertake effectual motivational
factors so that best services can be rendered to clients. It also helps workers to satisfy their needs
and encourage them to work effectively towards organizational success. Moreover, firm is also
required to involve various non-financial benefits such as insurance, paid holidays and flexible
working hours so that workers can perform their desired goals effectively.
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REFERENCES
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Employee Perceptions as Motivation. Journal of Small Business Strategy. 10(2). pp. 68-
77.
Flick, U., 2015. Introducing research methodology: A beginner's guide to doing a research
project. Sage.
Gagne, M., 2014. The Oxford handbook of work engagement, motivation, and self-determination
theory. Oxford University Press.
Karodia, A. M. and Rehman, S. M., 2014. Management Styles and Their Impact on Employee
Motivation at a Small to Medium Sized Manufacturing Business with Particular
Reference to Finance and Accounting Practice in General. International Journal of
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Khan, S. A. and et. al., 2015. Impact of Employee Training and Motivation on Business
Development in Banking Sector: Study Conducted in Pakistan. American Journal of
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Lau, C. M. and Roopnarain, K., 2014. The effects of nonfinancial and financial measures on
employee motivation to participate in target setting. The British Accounting Review.
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Lăzăroiu, G., 2015. Employee Motivation and Job Performance. Linguistic and Philosophical
Investigations. (14). pp. 97-102.
Miner, J. B., 2015. Organizational behavior 1: Essential theories of motivation and leadership.
Routledge.
Pinder, C. C., 2014. Work motivation in organizational behavior. Psychology Press.
Reynolds, D. and et. al., 2014. Advances in school effectiveness research and practice. Elsevier.
Online
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Johnson, R. C., 2005. Employee Motivation. [PDF]. Available through:
<http://etd.fcla.edu/CF/CFE0000847/Johnson_Catherine_R_200512_MS.pdf.pdf>.
[Accessed on 23rd October 2015].
Petcharak, P., 2002. The Assessment of Motivation in the Saint Paul Hotel Employees. [PDF].
Available through:
<http://etd.fcla.edu/CF/CFE0000847/Johnson_Catherine_R_200512_MS.pdf.pdf>.
[Accessed on 24th October 2015].
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