The Role of Front Line Managers in Hilton Hotel Employee Engagement

This dissertation examines the role of front-line managers in enhancing employee engagement within Hilton Hotel, UK. It investigates the functions and responsibilities of these managers, the concept and advantages of employee engagement programs, and the effectiveness of their roles in the hospitality sector. The research employs a descriptive approach, utilizing a questionnaire survey of 40 staff members and interviews with 5 managers across different departments at Hilton London Kensington and Hilton London Park Lane. The findings analyze how front-line managers influence employee engagement, identifying practices like training programs and growth opportunities as key drivers of motivation and satisfaction. The dissertation concludes with recommendations for improving employee engagement strategies within the hotel, emphasizing the importance of managerial support and development initiatives. The research aims to provide a comprehensive understanding of the factors that contribute to a positive work environment and improved employee commitment within a global hospitality brand.

Dissertation
(The role of front line managers in enhancing employee
engagement- A case study on Hilton Hotel, UK)

Table of Contents
CHAPTER 1: INTRODUCTION ...................................................................................................2
1.1 Overview................................................................................................................................2
1.2 Research aim and objectives..................................................................................................3
1.3 Research questions.................................................................................................................3
1.4 Rational of research...............................................................................................................4
1.5 Framework and analysis........................................................................................................4
1.6 Potential significance of research .........................................................................................5
1.7 Chapter structure ...................................................................................................................5
CHAPTER 2: LITERATURE REVIEW .......................................................................................7
Overview .....................................................................................................................................7
2.1 Roles and functions of front line managers...........................................................................7
2.2 The concept and advantages of employee engagement programme organised by Hilton
Hotels.........................................................................................................................................11
2.3 Effectiveness of roles which are performed by managers in developing employees
engagement in hospitality sector. ..............................................................................................12
2.4 Importance of enhancing employee engagement at work environment .............................16
2.5 Literature gap.......................................................................................................................17
2.6 Conclusion...........................................................................................................................17
CHAPTER 3: RESEARCH METHODOLOGY...........................................................................18
3.1 Overview..............................................................................................................................18
3.2 Research design...................................................................................................................18
3.3 Research approach...............................................................................................................19
3.4 Research philosophy............................................................................................................20
3.5 Data collection technique.....................................................................................................21
3.6 Sampling technique..............................................................................................................21
3.7 Data analysis........................................................................................................................22
3.8 Ethical consideration............................................................................................................23
3.10 Limitation of study.............................................................................................................24
CHAPTER 4: FINDINGS AND DISCUSSION...........................................................................25
4.1 Overview .............................................................................................................................25

4.2 Analysis on the basis of questionnaire.................................................................................25
4.3 Analysis on the basis of interview.......................................................................................40
CHAPTER 5: CONCLUSION AND RECOMMENDATIONS ..................................................44
5.1 Overview..............................................................................................................................44
5.2 Conclusion ..........................................................................................................................44
5.3 Recommendations ...............................................................................................................46
REFERENCES..............................................................................................................................48
APPENDIX....................................................................................................................................53
Appendix A: Questionnaire.......................................................................................................53
Appendix B: Interview questions ..............................................................................................56

ABSTRCT
Human resources are an important asset of business organization as through this they can
achieve their long term as well as short goals. Employee engagement is an effective approach
which get developed on the basis of some factors like communication, trust, integrity,
motivation, job satisfaction and so on. The front line managers also play their effective roles and
duties so that overall commitment level of people towards firm can be enhanced. These middle
managers have direct contact with the staff members and top management so they can take
effective decisions for the benefit of industry and workers. The current dissertation examines the
employee engagement and role of front line managers in Hilton Hotel. The hospitality industry
offers their services in all over the world so they have strong brand image at domestic and global
level. The hospitality industry offers their services all over the world so they have strong brand
image at domestic and international level.
In the present field of study, a questionnaire survey has been conducted on 40 staff members
of Hilton London Kensington and Hilton London Park Lane. Along with this, an interview has
been conducted on 5 managers of different departments of Hilton Hotel. In the investigation,
researcher asked some relevant questions to their respondents regarding to their engagement and
satisfaction level in an organization. By conducting the field of study, it can be identified that
how front line managers can influence employee engagement. On the basis of findings, it can be
analysed that firm uses some practices which can help them in enhancing motivation level of
their staff members. The outcomes which are achieved through present project is stated that
training programs, growth opportunities, motivation can help the organization in enhancing the
employee engagement.

CHAPTER 1: INTRODUCTION
1.1 Overview
In the modern world, business organization are there who adopted some approaches and
activities in order to gain success. It is necessary for the companies to maintain a relationship
between different staff members. For this, higher authorities followed employee engagement
approach which is focused on giving the right environment to people so that they can give their
best and their targets can be fulfilled (Rigopoulou and et. al., 2012). This kind of engagement
among employees is based on the trust, commitment, communication, integrity and so on. By
using this approach, an enterprise will be able to achieve success, increase the performance and
productivity. Now a days, it is important for the firm to encourage the workers so that they can
take participate into various organizational activities. Through this, relations can be improved
which lead the people towards higher satisfaction level. Hilton Hotel is one of the global industry
which perform its operations throughout the world. In these types of industries, employee
engagement should be high so that they can offer more quality services to their customers.
Background of research: The present dissertation is based on the roles which are
performed by front line managers and how they can enhance employee’s engagement by
performing roles in an effective way. The commitment of staff members is very essential for the
organization as through this overall productivity can be improved and customers will be able to
consume quality services (Theodosiou, Kehagias and Katsikea, 2012). If workers are highly
involved into the organizational activities, then their satisfaction level is also high towards their
job or work. For this, manager has to conduct some motivational programs at their work
environment so that they can perform well and specified targets can be achieved. In order to
conduct the analysis, researcher has to adopt some appropriate tools and techniques so that it can
be identified that how front line managers can help in enhancing the employee engagement.
Managers at work place should analyse skill and capabilities of employees and
accordingly they should assign work to them so they will easily achieve their goals and targets in
desired times that have been allotted to them. If employees are motivated then they will work
effectively and develop new and innovative ideas by which they can make firms achieve success
in their ventures by expanding their operations all around the globe. Managers are playing an
important role in order to make their employees satisfied so they will work with full efficiency.
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Employee engagement is related with employees are work in order to achieve their set business
goals and objectives and they are putting efforts in order to make organisation achieve success in
their overall business operations. The employees are not working with a motive to get promoted
at higher level but they are working in order to achieve set business goals and objectives of
firms.
Background of organization: The current field of study which is proposed by researcher is
based on Hilton Hotel which is a hospitality industry and it perform its operations at global level.
The industry has approx. 570 hotels and resorts in more than 80 countries so their brand image is
good at international as well as domestic level (Kirchner and et. al., 2012). They take entry into
other markets through franchising system. It is one of the largest brand in world and they target
audiences like business people and leisure travellers. The hotel performs some brand loyalty
programs at the workplace so that satisfaction among people can be enhanced to some extent.
Hotel chains can earn higher profits if they are able to satisfy needs and wants of their customers
so customers will have good experience and they will take accommodation in the same hotel thus
their profitability and revenues will be greatly enhanced. Managers of Hilton Hotel should
provide quality food and services to their customers in order to achieve their trust thus they will
retain loyal customers who will be using their services while they had to travel from one location
to another.
1.2 Research aim and objectives
The research should be based on an appropriate aim as through this a particular direction
can be set which will help the researcher in achieving the goals. The aim and objectives for the
particular field of study are:
Aim: To investigate the role of front line managers in enhancing employee engagement at
work environment- A case study on Hilton hotel, UK.
Research objectives: Researcher has to form various objectives for the current dissertation
so that aim can be accomplished in more successful way. Some goals are there which are as
follows:
 To identify functions and roles which are performed by front line manager of Hilton hotel
to enhance employee engagement at work place.
 To measure the concept and benefits of organising employee engagement programmes at
Hilton Hotel.
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 To ascertain the effectiveness of roles which are performed by managers in developing
employees engagement in hospitality sector.
 To recommend different ways by which Hilton Hotel can make improvement in role
played by managers for developing good employee engagement programmes.
1.3 Research questions
Researcher has prepared a list of questions for the current field of study so that an
appropriate path can be created and work can be completed effectively. Here, the present
dissertation is focused on the solutions of some research questions and these are as follows:
Q1. What are the major functions and roles which are performed by front line managers of
Hilton Hotel in order to enhancing employees engagement at work place?
Q2. What are the concept and advantages of employee engagement programme which are
organised by Hilton Hotels?
Q3. What are the effectiveness of major roles which are performed by managers in developing
employees engagement in hospitality sector?
Q4. What are the ways by which Hilton Hotel can make improvement in role played by
managers for developing good employee engagement programmes?
1.4 Rational of research
The main focus of this research is on the role of front line managers and how they can
enhance the employee engagement level. This practice can help an enterprise in order to achieve
success and improve the productivity level. So, research is mainly focused on the effectiveness
of such kind of involvement level of staff members (Cohen, 2013). The current field of study is
more valuable in nature and this serves an appropriate purpose which will provide some value to
the parties who are involved in current research. It is the responsibility of researcher to find out
the rationale behind conducting the analysis. In this era, an enterprise faces some issues
regarding to the satisfaction and commitment of employees. As due to lack in motivation, people
will not be able to engage themselves into the various activities of firm. This factor also includes
relations between managers and employees and their relations should be strong so employees
will be achieving their targets with efficiency and effectiveness thus they will achieve growth
and success in their overall business operations. The major focus of research is related with
employee engagement programmes so workers will be satisfied and they will achieve the set
targets in desired times that have been allotted to them.
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1.5 Framework and analysis
It is an essential part of research which explain the detail information about the tools and
techniques which help the researcher in order to draw a valid outcome (Ahearne, Lam and Kraus,
2014). By using the appropriate methodological approaches, it can be evaluated that how role of
front line manager can help in enhancing the employee engagement. Some tools are there which
has been used by researcher:
Research design: It is related to the procedure on the basis of which current field of study
is going to be conducted by researcher. There are some research designs like exploratory,
experimental, descriptive and so on. Here, the study has been conducted on the basis of
descriptive so that overall understanding related to employee engagement can be enhanced.
Research philosophy: The present field of study deals with the roles of front line
manager’s and the employee engagement level at work environment. So, for this interpretivism
philosophy has been used so that human perceptions can be identified related to dissertation
topic.
Research aproach: Researcher has to use an appropriate approach so that effective result
can be gained without deviating from specified path. Here, descriptive approach has been
followed so that new generalised theories can be developed on the basis of observation.
Data collection: Primary and secondary resources both play an important role in order to
gather the data related to field of study. Primary is related to survey which is conducted at the
work environment so that effectiveness of employee engagement can be evaluated. Along with
this, secondary is related to books, journals, research papers and so on.
Sampling: This technique can be used in order to identify a small sample so that survey
can be conducted in successful manner. Random sampling has been used so that different views
and opinion of people can be evaluated.
Data analysis: Here, in the present dissertation information is collected on the basis of
qualitative method and researcher can use thematic approach. By preparing some themes and
graphs, it can be identified that how front line manager can enhance the employee engagement.
1.6 Potential significance of research
The current study is based on the roles of front line managers and importance of employee
engagement for the organization. This project is significant for the hospitality industry as they
will be able to perform well and achieve specified goals (Townsend, 2013). This holds
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theoretical significance as if firm will adopt some motivational activities and engagement
practices then the commitment level of an individual is get enhanced towards their job. In
practical aspect, after conducting the research manager will be able to know about different
aspects through which motivation level of people can be enhanced and due to this their
engagement level is also get improved. Along with this, higher authority can use some practices
so that staff members can be retained at the workplace. So, by using this business organization
will be able to enhance their strategic position in the market as compare to other marketing
players. So, by conducting the current project an individual will be able to get some relevant data
related to the employee engagement and in this way a valid outcome can be achieved.
1.7 Chapter structure
The dissertation which is conducted by scholar should be presented in an appropriate
format or structure. Through this, a path or direction can be set so that overall work can be
completed in more successful way. The current structure of research is stated below:
Chapter 1: Introduction- This chapter of dissertation provide an overview of the role of
front line managers and employees engagement. Along with this, it explains the research aim,
objectives, framework analysis and potential significance of the field of study.
Chapter 2: Literature review- This section represent the views and opinions of different
authors. Here, books, journals, articles are reviewed by scholar so that overall understanding of
the front line manager’s role and employee engagement can be enhanced. Through this, a strong
base can be created which will be helpful for the researcher.
Chapter 3: Research methodology- This gives an overview of different approaches which
has been adopted by researcher in order to evaluating and analysing the data. Here, different
methodologies like research approach, design, philosophy, data collection method and sampling
are explained in detail.
Chapter 4: Data analysis- It is a process that is used by researcher in order to represent the
data in the form of themes and graphs. This represent information which is collected through
primary surveys so that valid result can be drawn.
Chapter 5: Conclusion and recommendations- This is the last section which present the
conclusion that is drawn on the basis of findings and analysis. Along with this, some
recommendations are suggested which should be used by business organization so that they can
improve their performance.
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CHAPTER 2: LITERATURE REVIEW
Overview
This section of dissertation represents the views of different authors regarding to the front
line manager’s and employee engagement. A researcher conducts an in-depth analysis by
reviewing the different literatures which were conducted in past. By analysing different studies,
relevant aspects can be gathered so this may help the scholar in order carrying out the field of
study. By considering different researches on same topic, a base can be created which will help
them gathering different aspects of dissertation. This chapter can also set a path for scholar and
they will be able to perform well in an effective manner. Here, information is collected on the
basis of secondary sources like books, journal, articles, research papers, internet and so on.
Through this, more reliable and valuable data can be gathered which will help the researcher in
order to achieve specified objectives. By referring different sources, authenticate data can be
collected which will help the researcher in order to conduct the study in an efficient way. In
today’s work environment, relationships among employee and employer should be improved so
that an industry will be able to perform well and achieve success. On the basis of this, overall
performance and productivity can be enhanced of the industry. The proposed research is focused
on the roles of front line managers and how they can improve employee engagement. Some
related theories and models are explained in this present dissertation so that effectiveness of
employee engagement can be evaluated. Furthermore, some factors and drivers are also analysed
by researcher so that a worker can get highly committed and involved into the working activities
which are performed at the work environment. So, by reviewing different studies literature gap
can be identified which can be bridged after conducting the analysis.
2.1 Roles and functions of front line managers
According to the views of Lages and Piercy (2012) an organization has different people
who are working at the workplace like line managers, supervisors, staff members, office
managers, top executives and so on. They all have to perform their operations or role so that they
can help the firm in achieving their specified goals and objectives. On the other hand, it has been
analysed by Kissi, Dainty and Tuuli (2013) that each and every firm follows an appropriate
structure which shows the hierarchy of people who are working at the workplace. In today’s era,
mostly small scale industries adopted flat structure where all front line operations are performed
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by managers and business owners. But, some large firm followed a structure where level of
hierarchy is more so front line manager worked at the level where they can directly communicate
with their customers.
Line management can be consist as the management of employees who plays effective role
at work place by taking effective participation in in production and delivery of goods, products
and services. Line management can be considered as the effective link between an organisation
and its front line workforce. It represents the lowest level of management within an
organisational hierarchy. As per the view point of F.John Reh, 2017. a line manager is an
essential part of a business firm as they directly manages other employees and various business
operations which are valuable for reaching at higher position at market place. Front line
managers are responsible for reporting to their higher ranking managers. Front line managers
plays various roles and function at work place in which some are evaluated as under: Recruiting and hiring: It is the fundamental duty of front line manager to hire well
skilled and educated people who are having significant knowledge and skills to perform
task and duties which are valuable in enhancing production of firm. They are widely
focused on recruiting creative and talented people at work place in order to gaining high
profit and revenue through engaging significant human efforts in task. Providing training: It is the major responsibility of front line managers is to providing
induction program to their new employees in order to making them familiar with the
organisation and the roles and responsibilities which are need to perform by them at work
place. They also responsible for providing training to new and existing employees in
respect to developing their skills and ability to perform any task and duty. Monitoring individual: Front line management is looking at the primary activities which
should be performed in order to improve the production process. These people play an
essential role as they also contribute into the company’s overall success as they motivate
people who are performing some critical tasks. These managers can perform their
practices in more effective manner so that overall productivity can be increased and cost
can be controlled. It is necessary for front line manager is to monitoring individual at
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