Hilton Hotel Employee Engagement Analysis

This assignment focuses on analyzing employee engagement within Hilton Hotels. It comprises two parts: a questionnaire designed to gauge employee satisfaction, motivation, and engagement factors, and a set of interview questions aimed at understanding the perspectives of managers and employees regarding engagement initiatives. The assignment delves into topics such as rewards, work-life balance, growth opportunities, and leadership styles, seeking to identify strategies for enhancing employee engagement within the Hilton Hotel environment.

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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work place in order to providing them significant direction for attaining high growth and
success. Encouraging employees: As the head of production department line manager is
responsible for all the task which are held at work place. They are widely focused on
encouraging employees at work place so that people can work with more passion and
motivation.
 Relationship between manager and employees: The roles which are performed by these
people are changing from one industry to another as different industries have their
different activities which they need to be performed. It has been analysed that if
relationship between employees and front line managers is strong then staff members are
highly satisfied, loyal, committed and due to which their performance can be improved.
Alfes and et. al., (2013) stated that front line managers are responsible for working in a
group so that high level of management can be achieved. They have to perform some managerial
as well as supervisory duties so that employees feel satisfied and they get committed towards the
organizational operations. On the contrary, it has been stated by Anitha (2014) that there are
some roles which are performed by front line managers and these are like performance appraisal
to an individual so that their motivation level can be enhanced and they can complete their work
on time. The training and guidance are also provided by the managers so that employees can
perform their tasks in an effective manner and their core competencies can also be enhanced.
The manager has to communicate with their staff members so that they will be able to know
about the objectives and goals. The front line manager has to balance their work-life and
personal life so that their stress level can be reduced to some extent. Furthermore, the
recognition should be given to employees so that they feel a part of the business organization.
So, in this way an enterprise will be able to attain success at the marketplace as compare to other
rivals.
Front line managers are the one who have link with both top management and staff
members. They act like a mediator and employees can directly get affected by the roles which
are performed by different superiors and employers. According to the views of Rurkkhum and
Bartlett (2012) front line managers are responsible to give continuous feedback to the people, to
guide them so that they can perform their operations in an effective manner, to create an
appropriate corporate culture, give some opportunities to the employees so that they will be able
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to achieve growth, provide direction to workers so that they can move towards the organizational
goals and so on. By performing these roles in successful way, managers can help Hilton Hotel in
getting the success at market area as compare to their rivals. On the contrary, it has been
explained by Karatepe (2013) that by performing the roles, these people can directly affect the
turnover, absenteeism, customers experience, satisfaction level of consumers & employees,
innovation, quality, communication, services, performance, productivity and so on. So, the
success of hospitality industry is based on the roles and responsibilities which are performed by
different people.
Karatepe (2013) identified that front line manager can affect the employee engagement in
both positive as well as negative manners. As if these people will not perform their operations
effectively then due to which the satisfaction within employees is get decreased. There are some
reasons like lack in leadership quality, ineffective communication, improper management which
cannot enhance involvement of workers within the firm. So, higher authority should have to
conduct some training programs, sessions, give some rewards, feedbacks to the line managers so
that their skills can be enhanced and they will be able to handle staff members in an effective
way. Apart from this, it has been analysed by Chen, Yen and Tsai (2014) that front line managers
communicate with their workers via vision, mission and specified objectives so that they will get
proper direction in order to complete the task. On the basis of this, an individual will also be able
to know that how a person can fit into a role which is defined by organization.
According to the viewpoints of Mollick (2012) there are some aspects which help an
enterprise in order to develop some capabilities. Some of these are like leadership, continuing
education and training which should be conducted at workplace. By performing these, the
employee engagement can be enhanced which help the people in achieve their specified goals or
objectives. By conducting effective training and development programs, the involvement of
people is get increased. Apart from this, it has been analysed by Wang and Hsieh (2013) that
front line managers have to focus on the relationship between different staff members. If some
conflicts are occurred within workers, then it is the responsibility of supervisor to give the
solution for particular issue so that they feel satisfied while performing their operations. So, on
the basis of different practices and activities it can be analysed that front line managers are
responsible for enhancing engagement level of workers within Hilton Hotel. Furthermore, if right
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people for right job will be promoted then through this overall performance of hospitality
industry can be improved which can lead them towards success.
2.2 The concept and advantages of employee engagement programme organised by Hilton
Hotels
According to views of Creswell, (2013) the benefits of employee engagement programmes are
evaluated below as:
Employee Satisfaction: The research activities have identified that if employees are
involved in all the important activities like decision making process then it results in establishing
good relations with firms and job satisfaction level of employees are also enhanced. The success
of business depends upon the commitment of their employees and also commitment and loyalty
factors of all their employees. The satisfied workers are key to success of all business activities.
Satisfied employees are also valuable factors in order to promote brand images and mission
statements of firms.
Productivity: The employee engagement programmes are valuable factors by which firms
can enhance their overall productivity and this results in achieving profitability thus they achieve
growth and success in their overall business operations. As workers are engaged so there are low
absent-ism and people will be motivated in order to achieve all their targets that have been
assigned to them.
Retention and recruitment programmes: If the firms achieve success in retaining
talented and skilled employees then they can achieve success in their operations. If the
employees are involved in different business activities then there are lower chances of
committing mistakes and employees will retain themselves for long time at work places. The
main focus of business are related with retaining employees who can enhance their overall sales
and profitability ratios and this will be useful for them in order to achieve growth and success in
their business activities.
Innovation: There is effective relations between employee engagement programme and
also innovative ideas which are developed by employees. If the employees are satisfied with they
job then they will bring new and innovative ideas which are useful for them in order to execute
all their business operations in effective ways and they will achieve success in overall business
operations.
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According to the views of Wang and Hsieh (2013) employee’s engagement is a kind of
strategy which is used by organization in order to provide right condition to their workers. In this
approach, workers are highly involved into the organizational objectives, values, motivated
towards the operations of hospitality industry and committed for the success. In this the
employee engagement is based on trust, commitment, communication and integrity which is
established between employee and employer. This approach can help the firm in achieving the
success at the market as every individual contribute into the operations so that they will be able
to achieve their goals. Through this, organizational productivity can be measured which can be
measured so in this firm will be able to sustain their competitiveness.
On the another hand, it can be analysed by Shuck and Herd (2012) that employee
engagement is related to the workers who are emotionally attached with the work environment,
position, culture, job role and so on. As if an individual is emotionally get attached with such
things then they will be highly committed towards the industry and their performance can be also
being enhanced. As per the employee’s view point, it can be stated that such kind of engagement
is concerned with the positive attachment of an employee so that overall productivity can be
enhanced and success can be achieved. This can also be act like a competitive advantage for an
enterprise like if staff members are highly involved with different activities of an enterprise then
through this they all will perform better and due to which goals can be achieved.
2.3 Effectiveness of roles which are performed by managers in developing employees
engagement in hospitality sector
According to the study of Fiabane and et. al., (2013) Line manager is the essential key of a
business organisation and plays various role at work place in enhancing productivity and
performance of firm at market place. The major focused area of each business organisation is to
fulfilling the needs and wants of customers in order to sustain customers for long time. Line
managers are widely focused on improving production function of firm. Line manager plays vast
role at work place and these are very much effective for organisational growth and success in,
some major effectiveness of managers role are evaluated as under:
 The fundamental role of manager is to hire most suitable applicant for the vacant profile,
so organisational can grow in right direction. Employees are the essential key who are
contributing significant efforts in enhancing work performance.
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 Line managers are responsible for assigning right task to the right employee as per their
skills and ability. This cause high employee engagement in firms growth and success at
work place.
 Effective utilisation of resources helps in enhancing productivity through implementing
right employees at right place, so that goals and objectives can be attained in effective
manner.
 Line manager plays various role at work place such as training and development,
managing products, organising people at work place, maintain financial resources etc.
these helps in create job satisfaction for employees as they managers are providing proper
direction to their subordinates and staff members.
As per the viewpoints of Lee (2015) employee engagement is based on some aspects like
nature of the job, whether people are emotionally attached or not, trust between management and
staff members, opportunities for high growth in the company and so on. Like if an individual is
highly involved in the business activities then their behaviour is get influenced and they will
work hard so that objectives can be achieved. This is beneficial for both employee as well as
employers as this will affect the organizational performance in positive way. It has been analysed
by Crawford and et. al. (2014) that employee engagement is beneficial for the firm as through
this higher authority will be able to draw views and ideas of employees for quality or innovative
services and products. If it will get enhanced, then absenteeism and number of accidents are get
reduced at the work environment. Through this, conflicts are get resolved between different
parties, less grievances form will be received and overall productivity can be enhanced which
can help an enterprise in order to gain success. Furthermore, consistency can be achieved and
organizational values can be ensured. So, in this an effective smooth functioning can ensured.
According to the views of Park and Gursoy (2012) there is positive relationship between
employee engagement, productivity and profitability. If all these will divert into one direction,
then through this positive response can be drawn. Like if employee engagement will get
enhanced then through this productivity can be increased which lead the firm towards high
profitability. When this get rotate in circular manner then an enterprise will be able to achieve
success in more appropriate manner. On the basis of the opinion of Schullery (2013) APS
employee engagement model has been used by business organization in order to measure the
outcomes. This model is based on four factors like job, team, supervisor and agency. Job is a
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term which can be used in order to identify the satisfaction level of an individual with their work
that they performed at workplace. Team engagement is related to the behaviour of people as
compare to other members in a group. Their effectiveness can be achieved in the terms of
support and contribution which is given by different people. Supervisor involvement level can be
investigated on the basis of concern factor like how much an immediate supervisor is concerned
for their staff members. The last one is agency as it can be analysed on the basis of the behaviour
of senior leaders.
As per the viewpoints of Anitha (2014) there are various factors that may affect the
involvement level of people at workplace. These all depends upon the culture of organization
and values which are adopted by staff members. These can also affect the relationship among
employees and with their superiors. It is the responsibility of higher authority to take care of the
requirements of people so that their satisfaction level can be enhanced. On the contrary, it has
been stated by Park, J. and Gursoy (2012) that some employees do not have enthusiasm at the
starting of their work but if this continues and they never try to build such kind of enthusiasm
then due to their they will not be able to perform well and productivity can also be decreased
which can lead towards their low engagement.
According to the views of Alfes and et. al. (2013) there are some psychological conditions
like safety, availability which are directly related to employee engagement and these can
influence their performance. He stated that factors are vary from one organization to another so it
highly depends upon the culture which is adopted by top management. An individual’s
characteristics and their job requirement are highly affect the commitment level of people
towards the particular firm. If characteristics of workers are met with the requirement of job,
then this can affect their performance and due to which an enterprise will not be able to achieve
their targets. Saks, A.M. and Gruman (2014) stated that a survey has been conducted on approx.
10,000 people who were asked about their satisfaction level in the respective firm. Through the
study, it can be identified that highly educated workers are more committed towards their
profession and perform work in more effective and efficient way. The emotional and physical
resources should be available in the firm as these can influence the work which has been
performed by people at working environment.
It has been explained by Menguc and et. al., (2013) that communication is an important
aspect which should be established between different departments of the organization. As
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through this, they will be able to know about overall activities which are performed by other
functional areas. This is a great opportunity for the workers as they can put their ideas and views
in front of the top management so in this way their issues can be resolved effectively. Two-way
communication approach, quality management, effective relationship with line manager can help
the worker in order to get engaged into the organizational operations and activities. Along with
this, by giving some monetary and non-monetary benefits to the employees can enhance their
motivation level and through which their performance will get enhanced and this is beneficial for
the organizational point of view. On the other hand, it has been analysed by Fiabane and et. al.
(2013) that there are some aspects which negatively affect the performance of staff members at
the workplace. These different factors are like dissatisfaction due to the rules and policies of
firm, not feeling comfortable into the current business environment, high work load and so on.
Due to these, their overall performance can be affected. So, manager has to focused on these and
try to help people so that their core competencies can be enhanced and they will be able to attain
their specified goals. For this, different training programs should be conducted, monitoring
should be performed on continuous basis so that their productivity can be enhanced.
2.4 Importance of enhancing employee engagement at work environment
According to the study of Gonçalves, (2012) The Managers at Hilton Hotel should
develop plans in order to analyse the working which are executed by all their employees at work
place. They should also focus on making their employees achieve growth and success in their
overall business so it results in enhancing their overall growth and profitability ratios. There
should be decision making process organised in which all the employees should participate so
they can give their new and innovative ideas in order to make make organisation achieve growth
and success and they can think of expand their operations all around the globe.
According to the views of Rayton and Yalabik (2014) employee engagement is more
important for the business organization so through this they will be able to get success at the
marketplace. An enterprise has to use various strategies so that overall turnover, absenteeism is
get reduced to some extent and their satisfaction level can be enhanced. The firm who has high
level of engaged workers they are more efficient and they can perform their operations
appropriately. These people are customer oriented who offer more innovative and quality
services to their clients and solve their issues in an effective manner. When their problems are
get resolved than customers experience will also get enhanced as this may motivates them in
16

consuming the services from same firm. Along with this, these people take care about the
organizational future and for this they put their efforts so that overall specified objectives can be
accomplished. They are highly motivated people as they give their best so that customers
requirements can be met in effective manner. Apart from this, it can be stated by Albdour and
Altarawneh (2014) that if staff members are not fully involved into the organizational practices
then they will not be able to retain the consumers towards their services. So, in this way goals
cannot get accomplished and other rivals can perform better.
Caroline Martins and Meyer (2012) stated that an interesting and challenging work can
influence the employee’s involvement level in both positive as well as negative manner. If an
individual will be able to perform well in the challenging task, then their motivation level is get
enhanced otherwise they feel dissatisfied and due to which their performed will affected.
Sometimes, a link between an individual and management play a most vital role in order to
enhance positive experience of the workers. It has been analysed by Laschinger, Wong and Grau
(2012) that there are some conditions like job enrichment, role fit which acts like positive
indicator for the engagement of workers within the industry and its task. Along with this,
working environment is the main aspect which have a strong impact on the relationship between
employer and employee. If workers will not get a peaceful environment, then through this
effective relationship will not get established and due to this their satisfaction level is get
decreased.
2.5 Literature gap
Here, in the current field of study an in-depth evaluation has been carried out on the roles
which are performed by front line managers and how they can enhance employee engagement.
For this, various models have been used so that its effectiveness can be achieved. In the past
literature review, some studies are conducted which identifies the benefits in organizational
context. Here, the gap has been reduced in between the current and previous projects. So, in this
way the relationship between roles of front line managers and employee engagement.
2.6 Conclusion
After collecting the data from authors of different articles, it can be analysed that human
practices play an important role in order to achieve success at the marketplace. Employee
engagement is a practice which explain an emotional attachment of people towards their job or
work. This can be identified on the basis of job satisfaction, turnover rate, absenteeism,
17

productivity, performance and customer’s satisfaction. Some authors also stated that there is
positive relationship between productivity, performance and employee engagement. Like if
involvement of staff members is get increased in respective organization then due to this
productivity can also be enhanced. When productivity level is get increased then overall
organizational performance or their growth can be improved. There are some drivers which can
improve employee commitment level like trust, integrity, nature of job, career growth
opportunities, employee development, co-workers, relationship with management, recognition,
rewards, leadership and environment. These all factors can enhance the satisfaction level of staff
members. However, there are some barriers of employee engagement like gender differences,
personal values, uncertainty, lack of awareness, culture and organizational structure.
18

CHAPTER 3: RESEARCH METHODOLOGY
3.1 Overview
Research methodology is a systematic plan or procedure which is followed by researcher at
time of conducting the survey so that desired result can be achieved. Scholar gathers the data
from different authenticate sources and evaluate the information by applying some quality
decisions. This can also set a particular guideline for the scholar so that overall field of study can
be completed in an efficient manner (Taylor, Bogdan and DeVault, 2015). The present research
chapter explains how the overall working of the research will be completed by using various
tools and techniques of research. In this, researcher has to more focused on the suitability and
applicability aspects so that high quality data can be achieved. This part is beneficial for the
researcher in order to execute their working in right directions so they will attain growth and
success in their business operations. Various investigators are giving their views and these are
beneficial in order to find out accurate facts and figures about the research work.
The investigator has to select an appropriate methodological approach so that overall
research questions can be resolved and objectives can be accomplished. Here, different areas are
explained in this section like research design, approach, philosophy, data collection, analysis,
sampling, ethical considerations, limitation of study, validity and reliability of outcome. So, the
methods which are suitable for current dissertation are explained in the present study. By
applying these different techniques, it can be evaluated that how front line managers of Hilton
Hotel can enhance the employee engagement.
3.2 Research design
An appropriate design has to select by the researcher so that some framed research
questions can be resolved in an effective way. Here, a plan is made which acts like a blueprint
for the current field of study (Vaioleti, 2016). The main aim of selecting a design is to reduce
interpreting the data in wrong manner and a right track should be followed by researcher so that
present research can be conducted effectively. On the basis of this, overall understanding related
to topic can be enhanced within the investigator. There are various research designs like
exploratory, experimental, descriptive, case study and so on.
In descriptive, overall insights of the dissertation can be evaluated and appropriate
problems, issues and challenges can also be identified. Exploratory design has been used by
19

investigator in some areas where no other researches and projects has been conducted. So, by
using this a basic understanding for topic can be enhanced (Smith, 2015). In case study design, a
scholar focuses on a particular problem and issue so the valuable understanding for the particular
case can be improved.
Here, descriptive research design has been followed by investigator so that deeper insights
related to the topic can be enhanced and overall project can be carried out effectively. On the
basis of this, overall roles which are performed by front line managers can be identified and the
effectiveness of employee engagement can be identified. This is more appropriate approach as
through this the actions of different people can be observed and efficiency can be achieved. This
design is used by investigator so that they can identify the views and opinions of different
employees regarding to their engagement level. This can be considered as the blue print of the
research and plays most effective role in carry out the research work in right direction. This
provide a proper frame work to researcher for implement all research activities in to proper
manner so that effective outcome can be attained. This consist as a frame work in which
researcher have to implement implement all research activity as per their priority and out comes
can be achieved in well planned manner.
3.3 Research approach
The researcher has to select an appropriate approach so that a path can be created through
which they will be able to perform their operations effectively. It is an important part of
dissertation where an investigator will be able to get a conclusion without deviating from path.
There are two approaches which focused on some hypothesis or research questions and these can
be created by adopting a particular method (Roberts, 2013). Some of these are like Inductive and
deductive. In inductive, researcher observes the responses which are derived on the basis of
primary survey. After this, new patterns are identified and on the basis of those new theories can
be developed which will be helpful in getting an effective outcome.
Apart from this, in deductive investigator observe the behaviour of different respondents
on the basis of existing theories. This concept is moved from general theories to specific one.
Here, in this outcome can be achieved after analysing certain facts and figures. Here, in the
current dissertation deductive research design has been followed by scholar as this is more
appropriate so through this specified goals and objectives can be accomplished (Lewis, 2015).
So, in this way it can be evaluated that how employee engagement can be enhanced and in what
20

manner it is related to the roles which are performed by front line managers. This can be
described as the most effective tool of research methodology which plays significant role in
providing right direction to the researcher for carry out the whole research activities in to right
direction. For this present research project inductive research approach has to be taken in to
proper action by researcher as it is more effective and suitable for gaining proper and accurate
outcome. In an inductive inference premises are applied to generate untested conclusion and
result.
3.4 Research philosophy
In this section of dissertation, some assumptions are made at the time of collecting,
evaluating and analysing the data. Here, researcher will be able to identify the ways through
which current information can be analysed. In order to carrying out research, an investigator has
to identify some patterns through which research objectives can be accomplished. There are two
types of philosophical techniques like interpretivism and positivism (Schwartz-Shea and Yanow,
2013). In the Interpretivism, data is being analysed on the basis of qualitative approach where
human perceptions are identified. The current topic of dissertation is employee’s engagement
and its effectiveness can be evaluated by getting the views of different people. So, by reviewing
different theories it can be determined that how the commitment level of staff members in an
enterprise can be enhances to some extent. The interpretivism philosophies are used in order to
develop understanding among individuals so they can easily understand what the other person
wants to speak to them and this useful in develop clear link between research subject and what
researcher wants to convey to them from their understanding. The data which is collected with
the help of research is based on Quality thus they are valuable in order to collect data which are
honest and based on trust so that researcher can easily execute their activities in effective and
planned ways.
On the other hand, positivism is a philosophy which is based on the quantitative research
method. Here, some mathematical tools and statistical tools has been used by investigator so that
they will be able to test their hypothesis. So, this is more suitable in the project where scientific
research has been conducted and which require some techniques. Here, in the current dissertation
interpretivism philosophy has been used by researcher so that perceptions regarding to the
engagement level of people at work environment can be evaluated in an efficient manner. Here,
21

the current field of study is based on this as this is more appropriate for identify the human views
regarding to the topic.
3.5 Data collection technique
It is an important section of dissertation in which researcher is more focused on the quality
data which will help in conducting the research in an effective manner. The investigator has uses
both sources like primary and secondary so that overall aim and objectives can be accomplished
in successful way (Sekaran and Bougie, 2016). The scholar needs to gather relevant data for the
current field of study. Primary research is based on first hand data which is not published and for
this some surveys are conducted like questionnaire, interview, observation and focus group.
Through this, researcher can get fresh information which can help in conducting the evaluation
of employee engagement. On the other hand, secondary is the published data which is collected
from some different sources like books, research papers, journals, newspaper, magazines,
internet, government policies and so on.
Here, in the present dissertation researcher uses questionnaire approach in which some
questions have been asked to respondents regarding to their level of engagement. This research
takes some time and cost is also incurred. On the basis of this an authenticate and more reliable
data can be gathered. Through secondary, information can be analysed and overall understanding
regarding to the roles of front line managers and employee involvement level can be determined.
This will take less time and less funds so this is more advantageous as compare to other
approaches (Sultan and Yin Wong, 2013). So, in this way in can be determined that how role of
front line managers can enhance the engagement level of staff members within the business
organization. The data which is collected from primary and secondary sources are valuable in
order to carry out all the activities at right paths. The data which are collected from the primary
sources are useful in analysing the data which have been collected from the respondents. The
informations which are collected from the secondary sources are beneficial in order to carry out
literature Review so that views of different authors can be taken into consideration.
3.6 Sampling technique
Sampling is a process that is used by researcher in order to find out a small sample size
from whole population. It is difficult to conduct the survey on large number of people so this
technique is more beneficial for the investigator. The current technique has been applied so that
number of respondents can be identified for the current field of study (Berkowitz, 2013). When
22

the sample has been extracted then through this different views and opinions of people can be
evaluated so this will help the investigator in order to conduct the survey effectively. There are
two main approaches of sampling like probabilistic and non-probabilistic.
In probabilistic, equal opportunities are assigned to the people who will be selecting for
current investigation. There are some approaches of this like random, systematic, stratified and
cluster. On the other hand, into another technique no equal opportunities are assigned to
respondents. Some non-probabilistic strategies are like convenient, purposive, snowball and
quota.
Here, in the current project, purposive random sampling has been used by researcher and
this is also known as judgemental or selective. On the basis of this, investigator will be able to
select sample quickly so that their time can be saved in an effective way (Creswell, 2013). In
this, scholar choose an appropriate sample size on the basis of their judgement so that effective
result can be achieved. Here, the questionnaire has been conducted on 40 employees which will
be selected from two branches of Hilton hotel like Hilton London Kensington and Hilton London
Park Lane. Through this, their responses can be evaluated in more effective way so it the
effectiveness of employee engagement can be evaluated. Along with this, an interview has been
conducted on 5 managers of the industry. Here, the questionnaire has been conducted on 50
employees which will be selected from two branches of Hilton hotel. Through this, their
responses can be evaluated in more effective way so the effectiveness of employee engagement
can be measured. Along with this, an interview has been conducted on 5 managers of the
industry. Who are contributing their significant efforts through providing proper guidance to
organisational employees in order to achieve desired goals and objectives in effective manner.
3.7 Data analysis
This is the more significant part of dissertation as through this it can be identified that how
employee engagement level can be enhanced. It is a systematic approach through which
researcher will be able to identify the responses of people on the basis of primary research. On
the basis of this, an effective outcome can be drawn so that validity and reliability can be ensured
(Puthal and Sahoo, 2012). There are two types of techniques through which data can be analysed
and these are qualitative and quantitative. In quantitative, overall information is presented in the
form of numerical data. Along with this, investigator uses some mathematical as well as
statistical tools so that they can get an effective outcome.
23

On the other hand, in qualitative method current information which is drawn through
survey is not presented in the form of numerical data. Some themes are formed and graphs has
been prepared for the responses which are given by number of people. Here, some evaluation
techniques are used by scholar so that findings can be achieved by performing several activities.
Thematic is an appropriate approach where themes have been prepared and their outcomes are
evaluated on the basis of their graphical representation (Walshe, Ewing and Griffiths, 2012). So,
in this way it can be investigated that how front line manager can help the employee in
enhancing their engagement level at work environment. This is also an essential part of research
methodology, which plays effective part in measuring data and information which are gathered
by the research for carry out the whole work into right manner. This section of research is based
on two prominent methods such as qualitative and quantitative research. Each method has their
own techniques. The research into consideration is qualitative nature and for this particular
research data has to be analysed through preparing questionnaire and interview. It is required for
researcher to analyse the accumulated data and information in respect to reaching at final result
and outcome.
3.8 Ethical consideration
Some ethical issues are considered as an important part of the dissertation as through this
overall research can be conducted in an effective way. It is the responsibility of researcher to
focus on some code of practices which are related to the field of study. By following this, overall
research can be conducted in right direction so in this way smooth functioning can be achieved.
These considerations help the investigator in order to meet the research aim and objectives
(Gonçalves and et. al., 2012). The data has been collected on the basis of some trustworthy or
authenticate sources so that their validity and reliability can be ensured in an effective manner.
So, by following different ethical considerations scholar can perform all activities efficiently.
Through this, questions can also be resolved in an appropriate way. In the current field of study
there are some practices which are followed by scholar so that outcomes can be achieved in an
appropriate way. Some of these are like:
• Privacy: The personal information of each and every respondent is maintained in an
effective manner and the data is only used for research purpose. Along with this, if
information is shared with any authorised party then prior concern is taken from the
respective people.
24

• Given an access: In the current project, information has been collected from the view
point of some authors. So, here access is given to those whose data is included into the
current field of study. In this way, their ethical practices can be ensured and goals can
also be achieved.
• Approval: Here, high ethical norms and policies have been followed by investigator so no
one is forced to fill the questionnaire and face the interview. Through this, the values and
beliefs of different people can be ensured.
3.10 Limitation of study
Some limitations are there which are faced by researcher at the time of conducting study. It is
the responsibility of scholar to take some actions against these so that goals can be achieved
effectively (Messenger, Papich and Blikslager, 2012). If these will not get implemented, then it
can affect the dissertation in negative manner. There are some drawbacks which are stated
below:
• Sample size: The sample size which is selected for the current study is not sufficient as
through this effective outcome cannot get evaluated. The time is the major concern so
due to which the survey was not conducted on large number of population.
• Lack of information: The information which is related to employee engagement and role
of front line managers is not available on internet. For this, the information has been
gathered on the basis of some books and journals which also took time in enhancing the
concept.
• Cost: Researcher has to conduct the primary survey on some respondents so this incur
some cost and due to which spending level can be increased to some extent. So, the
survey which is conducted on number of people is costly for an investigator.
25

CHAPTER 4: FINDINGS AND DISCUSSION
4.1 Overview
Data analysis is a kind of process that is used by researcher in order to collecting,
transforming and evaluating the information. Through this, effective decisions can be made
which can help the investigator in getting an appropriate outcome. This chapter is the most
important section of dissertation as through this some finding and analysis can be carried out on
the basis of both primary as well as secondary resources. This is focused on the research
questions that how questions can be resolved and objectives can be accomplished. There are two
types of techniques that can be used by scholar in order to interpreting the data like qualitative
and quantitative. In qualitative method, researcher is focused on the responses which are given
by different respondents that are selected for some kind of investigation. On the other hand, in
quantitative numerical evaluation has been done by using some mathematical and statistical
models. Through this, a valid and reliable outcome can be drawn so in this way specified goals
can also be achieved.
4.2 Analysis on the basis of questionnaire
The primary survey has been conducted on the number of people so that their views and
opinions can be identified regarding to the particular research topic. Here, questionnaire has been
conducted on staff members and for this sample size has been selected which is 40. For this,
thematic evaluation approach is more appropriate as in this responses of different employees can
be presented in graphical format. Along with this, percentage can also be calculated on the basis
of views regarding options of each question. By conducting survey at workplace, first-hand
information can be gathered which is more authenticate or valid. So, in this way research aim
and objectives can be achieved and this will help the researcher in conducting the survey
effectively. Some these are formed which are stated below:
26

Theme 1: Staff members are working at Hilton Hotel from 2 to 3 years.
When researcher conducted survey then they asked people about the work which they
performed at the workplace. There are different staff members who are working from many
years so they have more knowledge about the practices which are performed at Hilton London
Kensington and Hilton London Park Lane.
Q1. From how many years, you have been working in Hilton Hotel? Frequency
0-1Year 10
1-2 years 12
2-3 years 18
More than 3 years 10
Findings: From the above mentioned graphical illustration, it can be indicated that there
are some people who are working from many years. After getting the views of respondents on
such a statement it can be identified that there are approx 10 staff members who are working
from 1 year only. Along with this, there are 12 people who are working from 1-2 years, 18
respondents are doing their job in Hilton Hotel from 2-3 years and other 10 working from more
than 3 years. After analysing this it can be interpreted that many employees are there who have
been working from many years so they have good knowledge of job.
27
10
12
18
10
0-1Year
1-2 years
2-3 years
More than 3 years

Theme 2: Employees are highly satisfied with the infrastructure of hospitality industry.
An enterprise has to focus on their physical infrastructure so that current staff members
will be able to perform their operations in a peaceful work environment or culture. This can
enhance the satisfaction level among different employees who are working at workplace.
Q2. Are you satisfied with the current infrastructure where you do your
work?
Frequency
Highly satisfied 25
Satisfied 10
Neither satisfied nor dissatisfied 2
Dissatisfied 9
Highly dissatisfied 4
Findings: When researcher asked some questions to their sample people then their
responses are presented in the form of graph. After analysing their views, it can be identified that
40% people are highly satisfied with the current infrastructure of Hilton Hotel at both Hilton
London Kensington and Hilton London Park Lane. Along with this, 25 are not highly satisfied
but still they are satisfied with the infrastructure as through this they can perform their operations
28
25
10
2
9
4
Highly satisfied
Satisfied
Neither satisfied nor
dissatisfied
Dissatisfied
Highly dissatisfied

effectively, 10 says they are neither satisfied nor dissatisfied. Furthermore, 9 are dissatisfied and
2 are not dissatisfied but they are highly dissatisfied with the infrastructure of firm. So, in this, it
can be identified that people have no issues regarding to the physical environment of hotel.
Theme 3: Some recognitions are given by Hilton Hotel to their workers like peer-to-peer
recognition and awards.
An investigator asked some relevant questions to their respondents regarding to their
engagement level. For this, researcher asked about the recognition which are offered by Hilton
Hotel to their staff members. It is the responsibility of top executives to give some extra benefits
to different individuals so that their motivation level is get enhanced and performance can be
improved.
Q3. What kind of recognition is given by the management of Hilton Hotel? Frequency
Peer-to-peer recognition 20
Post the name on website 5
Trophy or award 17
Comments via email 6
Others 2
29

Findings: After examining the responses of respondents, it can be evaluated that
recognition is given by Hilton Hotel to their staff members. There are approx 20 people who are
agreed that the organization offered peer-to-peer relations to their staff members, 5 says that firm
post the name of an individual on their website. Along with this, 17 employees are in favour of
trophy or awards, 6 agreed that their industry send a mail to their workers so that their
engagement level can be enhanced at the workplace and other 2 says some different recognitions
are offered by the higher authorities to their employees. So, in this manner it can be summaries
that Hilton hotel offer different types of recondition to their subordinates.
Theme 4: Employees are agreed that their superior occasionally give them advice at the
time of critical situation.
The superior has to give an advice to their staff members in some critical situations so
that they feel comfortable and perform their operations in an effective manner. If this will be
happened, then through this satisfaction of people can be enhanced.
Q4. Does your superior give you an advice at the time of critical situation? Frequency
Sometimes 11
Rarely 9
30
Peer-to-peer recognition
Post the name on website
Trophy or award
Comments via email
Others
0
2
4
6
8
10
12
14
16
18
20
20
5
17
6
2
Column C

Occasionally 20
Always 10
Findings: Primary survey has been used by researcher so that it can be identified that is
supervisor of Hilton Hotel support their employees or not. After getting the responses of people,
it can be investigated that there are approx 11 staff members who says sometimes their managers
supports them, 9 says rarely. Along with this, 20 employees are agreed that occasionally their
supervisors gave them advice and 10 says that their higher authorities always supports them and
gave them an appropriate suggestions. So, in this way it can be concluded that all people who are
working in Hilton London Kensington and Hilton London Park Lane are very supportive so
through this their engagement level can be enhanced in an effective way.
Theme 5: Staff members are highly satisfied with the rewards and awards which are given
by higher authorities on their performance.
An organization has to provide some rewards to their staff members on continuous basis
so that they feel motivated and work hard. If they will perform some quality work then due to
this firm will be able to achieve goals.
Q5. Are you satisfied with the appraisal or award that is given by the
supervisor on your performance?
Frequency
Highly satisfied 20
31
11
9
20
10
Sometimes
Rarely
Occasionally
Always

Satisfied 14
Neither satisfied nor dissatisfied 5
Dissatisfied 9
Highly dissatisfied 2
Findings: After conducting the survey at workplace, it can be analysed that various
awards and appraisal are given by the supervisor of Hilton Hotel to their staff members. There
are approx 20 people who are highly satisfied with those awards which are offered by
organization as due to this their satisfaction level can be enhanced, 14 employees are only
satisfied, 5 are neither satisfied nor dissatisfied. Along with this, it can interpreted that 9
respondents are dissatisfied and 2 are highly dissatisfied with the appraisal which is offered by
hospitality industry. So, in this way it can be interpreted that people are satisfied with the current
reward practices which are used by hospitality industry.
Theme 6: People are agreed that their industry conduct some functions at the workplace.
Some functions should be conducted at the work environment so that people can release
their stress and Hilton Hotel will be able to achieve their goals.
Q6. Does your industry conduct functions at the workplace? Frequency
Yes 36
No 10
32
20
14
5
9
2
Highly satisfied
Satisfied
Neither satisfied nor
dissatisfied
Dissatisfied
Highly dissatisfied

Don’t know 4
Findings: From the above mentioned graph, it can be indicated that different functions
are conducted at the work place so that people will feel happy while working in the present work
culture. There are approx. 36 respondents who are agreed with this statement that their firm
conduct some programs, 10 says no to this statement as they are not agreed. Along with this,
some other 4 staff members says they don’t know about this. In this way it can be interpreted that
Hilton Hotel conduct some functions in order to make their staff members feel comfortable with
each other.
Theme 7: Employees of Hilton Hotel are agreed that their suggestions always appreciated
by their supervisor.
When some important decisions need to be made then higher authorities should always
include their staff members so that more innovative or quality decisions can be made. Along with
this, supervisor has to appreciate their employees at the time of decision making process.
Q7. Do your suggestions are appreciated by supervisor during the job? Frequency
33
Yes No Don’t know
0
5
10
15
20
25
30
35
40 36
10
4
Column D

Always 30
Rarely 10
Occasionally 5
Sometimes 5
Findings: At the time of conducting questionnaire, researcher asked some questions to
their respondents regarding to their satisfaction level. There are approx. 30 people who are
agreed over this statement that their suggestions are always appreciated by the higher authorities
during the job. Along with this, 10 respondents are there who are agreed with the option of
rarely, 5 says occasionally and other 5 says that sometimes suggestions which are given by an
individual are appreciated by their higher authorities. Through this, overall satisfaction level can
be enhanced of the people and this may help them in performing their job in better way.
Theme 8: Workers are strongly agreed that frequent chances are given to them so that they
can improve their job skills and knowledge?
Some operations and activities are conducted at Hilton Hotel on continuous basis so these
may provide some opportunities to the employees so that they can enhance their job knowledge
and skills. So, it is the responsibility of worker to adopt such chances.
Q8. In your opinion, do you agree that frequent chances are given to you in Frequency
34
Always Rarely Occasionally Sometimes
0
5
10
15
20
25
30
30
10
5 5
Column E

improving the job knowledge and skills?
Strongly agree 25
Agree 12
Neither agree nor disagree 4
Disagree 6
Strongly disagree 3
Findings: On the basis of above graphical representation, it can be concluded that an
organization gives various opportunities to their staff members so that they can enhance the
satisfaction level. After getting the responses of people it can be evaluated that there are 25
employees who are strongly agreed with this statement that Hilton Hotel offer some frequent
chances to their employees so that they will be able to improve knowledge and skills regarding to
the job. Along with this, 12 people are only agreeing, 4 are neither agree nor disagree, 6
respondents are disagreeing and other 3 people are strongly disagree regarding to the current
statement that their firm provide some chances of growth. So, in this manner it can be analysed
that an enterprise helps the staff members in achieving the growth at workplace.
Theme 9: Employees are satisfied as their higher authorise make them feel as an important
part of organization.
35
25
12
4
6
3
Strongly agree
Agree
Neither agree nor disagree
Disagree
Strongly disagree

The business organization has to focus on some aspects through which overall
engagement level of employees can be enhanced. For this, they have to include people into the
decision making process and other important operations. Through this, they can also feel an
important part of firm.
Q9. Are you satisfied that your high authority make you feel an important part
of organization?
Frequency
Highly satisfied 18
Satisfied 10
Neither satisfied nor dissatisfied 12
Dissatisfied 2
Highly dissatisfied 8
Findings: The researcher asked some questions to their staff members that how they feel
towards their organization and how their higher authorities treat them. There are approx 18 who
are highly satisfied with this statement that their firm help them in order to make them feel that
they are an important part of the industry. Along with this, 10 are only satisfied, 12 are neither
satisfied nor dissatisfied, 2 are dissatisfied and the remaining 8 respondents are highly
dissatisfied with this statement that their higher authorities don’t make them comfortable. So, in
36
Highly satisfied
Satisfied
Neither satisfied nor dissatisfied
Dissatisfied
Highly dissatisfied
0
2
4
6
8
10
12
14
16
18
18
10
12
2
8
Column C

this manner it can be evaluated that an individual feel an important part of the firm so due to this
their engagement level can also be enhanced.
Theme 10: Relations with colleagues and motivation are two main factors which can affect
the employee engagement at Hilton Hotel.
Some factors are their which can affect the motivation level of people, relations among
the different staff members, work load and rewards. In order to enhance the employee
engagement, the higher authority has to focus on these aspects so that their performance can be
improved.
Q10. What factors are their which can affect your engagement level at Hilton
Hotel?
Frequency
Relationship with employer 18
Rewards 7
Motivation 12
Work load 8
Others 5
Findings: After getting the views of people regarding to their engagement level at
workplace and their responses can be presented in the form of graphs. So, on the basis of
37
18
7 12
8
5
Relationship with employer
Rewards
Motivation
Work load
Others

graphical representation it can be analysed the effectiveness of employee engagement level.
There are approx 18 people who are agreed that relationship with the team members can affect
the commitment level of people. Along with this, 7 says rewards, 12 respondents thinks
motivation, 8 says work load and the remaining 5 says some other factors are their which can
affect the involvement level of people at the workplace. So, in this manner it can be evaluated
that workers relations and motivation are two factors which can highly affect the satisfaction
level of an individual at firm.
Theme 11: People are agreed that some stress relief programs are conducted at Hilton
Hotel.
Hilton hotel has to conduct some stress relief programs at their workplace so that their
staff members can feel happy while performing their operations. If some work load is their then
sometimes people feel stressed so for this these can help them in achieving their goals.
Q11. In your opinion, stress relief programs are conducted at the workplace? Frequency
Yes 25
No 10
Don’t know 15
Findings: From the above graphical representation, it can be analysed that different
respondents have their own opinion regarding to the current statement. There are approx. 25 staff
members who says yes that their firm conducted self-relief programs at the workplace. Along
38
Yes No Don’t know
0
5
10
15
20
25
25
10
15
Column C

with this, 10 are not agreed with the statement and 15 says that they don’t know about such kind
of programs which are conducted by different organizations. So, after analysing this it can be
interpreted that Hilton London Kensington and Hilton London Park Lane conducted some self-
relief programs at their work environment.
Theme 12: Staff members are highly satisfied with the level of trust among team members.
Employee engagement is highly depending upon some factors like trust, integrity, work
and so on. Trust should be there between different staff members of organization. If trust is their
then relations among employees can get established, then due to this firm will be able to achieve
their goals.
Q12. Are you satisfied with the level of trust on your team members? Frequency
Highly satisfied 22
Satisfied 10
Neither satisfied nor dissatisfied 8
Dissatisfied 5
Highly dissatisfied 5
Findings: When researcher adopted primary research then in this they have to conduct a
questionnaire survey where they asked some questions to their respondents. There are approx 22
people who says they are highly satisfied with the level of trust that exist in between the team
39
Highly satisfied
Satisfied
Neither satisfied nor dissatisfied
Dissatisfied
Highly dissatisfied
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
22 10 8 5 5
Column C

members, 10 are only satisfied, 8 are neither satisfied nor dissatisfied. Along with this, there are
5 people who are not satisfied with the trust that is established between different team members
and other 5 are highly dissatisfied with this factor. So, in this way it can be analysed that trust is
established in the staff members of Hilton Hotel which can help them in enhancing their
engagement level.
Theme 13: Yes, staff members find out some growth opportunities at Hilton Hotel.
The industry has to provide some opportunities to their employees like to deal with some
special customers and to go outside of the country for some business purpose. Through this,
people will feel satisfied and their growth can be improved.
Q13. Do you have some opportunities at Hilton Hotel to grow and learn? Frequency
Yes 28
No 12
Can’t say 10
Findings: After gathering the data from different respondents it can be analysed that
whether people are getting growth opportunities at their workplace or not. There are approx 28
people who are agreed that there are some opportunities which are offered by Hilton Hotel to
their staff members so that they can learn and grow. Along with this, there are 12 staff members
who says no over this statement and they stated that their firm does not offer any opportunities
and other 10 employees does not know about such practices which are performed by Hilton
40
28
12
10
Yes
No
Can’t say

London Kensington and Hilton London Park Lane. So, in this way it can be analysed that
workers can improve their growth by performing their operations at work environment.
Theme 14: Staff members are agreed that they are highly satisfied with their job.
If an employee is highly satisfied with their job, then they will be able to perform their
task in an effective or efficient manner. The satisfaction is highly depending upon some factors
like motivation, rewards, recognition and so on.
Q14. What are your opinion regarding to the satisfaction of job? Frequency
Highly satisfied 23
Satisfied 9
Neither satisfied nor dissatisfied 6
Dissatisfied 8
Highly dissatisfied 4
Findings: Researcher asked about the satisfaction level of employees who are working at
Hilton London Kensington and Hilton London Park Lane. There are approx. 23 people who are
41
23
9
6
84
Highly satisfied
Satisfied
Neither satisfied nor
dissatisfied
Dissatisfied
Highly dissatisfied

agreed that they are highly satisfied with their job as they are motivated employees, 9 are only
satisfied with the work which they performed at industry. Along he implications for future
research and a proposal plan could have been presented in further enhancing this section.with
this, 6 respondents are neither satisfied nor dissatisfied, 8 are dissatisfied with their job and
remaining 4 are highly dissatisfied. So, in total it can be analysed that workers who are working
at Hilton Hotel are highly satisfied with their performance and work.
Theme 15: Respondents gives their own opinion on this statement so that employee
engagement and employee relations can be enhanced.
Findings: When all questions are get completed then at the end researcher asked for
some recommendations so that overall relations and engagement can be improved at Hilton
Hotel. Some people suggest that firm should use different motivational activities so that they can
enhance the motivation among staff members. When their motivation level is get enhanced and
they feel satisfied and due to which they will be able to perform well. Along with this, some
respondents suggest that Hilton Hotel should conduct some training practices at their workplace
so that skills and knowledge of people can be enhanced.
4.3 Analysis on the basis of interview
The interview has been conducted on the managers of Hilton London Kensington and
Hilton London Park Lane so that their views can be identified regarding to the employee
engagement. For this, the overall investigation has been conductehe implications for future
research and a proposal plan could have been presented in further enhancing this section.d on 5
managers who are performing their roles so that firm can achieve their targets. Through this, it
can be identified that how employee engagement level at Hilton Hotel can enhanced.
42

Theme 1: Managers of Hilton Hotel knows about employee engagement and its benefits
which are achieved by organization.
Findings: When researcher conducted interview at organization then valid and reliable
outcome can be achieved so through this an effective conclusion can be drawn. All managers
think different regarding to the employee engagement practices which are conducted at
workplace. There are 2 respondents who thinks it is an approach through which an enterprise can
accomplish their specified goals. When workers are highly committed towards the organizational
activities then this may help them in reducing turnover and absenteeism rate. Along with this, the
other remaining respondents are agreed that some benefits are achieved by Hilton Hotel as they
will be able to offer quality services to their customers. Due to this, they can create a strong base
of consumers so their brand image can also be improved to some extent. So, in this way it can be
concluded that an industry will be able to achieve success at the market area.
Theme 2: Rewards and some extra benefits are offered by managers to their staff members
so that their motivation level can be enhanced.
Findings: Managers gave their own opinion regarding to the motivational tools which are
offered by Hilton Hotel to their workers. Through this, the job satisfaction within an individual
can be enhanced and they get emotionally attached with the organization. When job satisfaction
is high then their performance can also be improved. The respondents who are selected from
Hilton London Kensington, stated that they offer rewards, bonuses, awards to their workers on
the basis of their performance. On the other hand, people who are selected from Hilton London
Park Lane stated that they provide some additional advantages to their staff members so that they
feel a part of firm and work hard. Some of these extra benefits are like non-monetary, awards
and recognition. So, in this way it can be concluded that motivation factor plays a most important
role in enhancing the employee engagement.
Theme 3: Manager can encourage their employees in conservative work environment by
establishing an effective communication network.
Findings: When researcher asked questions to their respondents then they get to know
about their viewpoints regarding to the conservative work environment. The managers of Hilton
London Park Lane stated that communication is a key factor which can help the firm in
establishing an effective relation among different people. So, open communication network is get
established through which superiors and subordinates can exchange their ideas with each other.
43

On the other hand, respondents who are selected from Hilton London Kensington says that we
encourage our employees on the basis of some specific situation like there are some reports
which cannot be shared with lower level staff members but trust should be built between
different parties. So, in order to encourage employees, we need to focused on some dimensions
like team work, recognition, commitment etc. Furthermore, it can be evaluated that engagement
level of people should be high within work culture.
Theme 4: Motivation is a main factor which can affect the engagement level of employees.
Findings: At the time of conducting primary survey, some questions have been asked
from researcher to the sample people so that it can be analysed that how motivation can affect
the employee engagement. There are approx. 2 managers who stated that if people who are
working in hotel feel motivated then they will treat their clients effectively and if they are not
satisfied then they can’t offer quality services to their customers. On the other hand, remaining
sample respondents says that highly motivated staff members can lead an industry towards
success. This can affect the commitment or involvement level of employees as they don’t feel an
important part of firm. Respondents agreed that motivation among workers can be enhanced on
the basis of some factors like basic needs, safety and security need, promotion and so on. In this
way it can be determined that an enterprise can take effective decisions so that they will be able
to enhance employee engagement.
Theme 5: Front line managers faces challenges at the time of enhancing skills and
knowledge of staff members?
Findings: Some front line managers are there who have direct contact with customers
and top management. These have to make some decisions and appropriate strategies so that plan
which are made by higher authorities can be executed in successful manner. They have to
conduct some programs at the workplace so that core competencies of employees can be
enhanced and they will be able to treat their customers in an effective manner. There are some
respondents who stated that there are some challenges like the need of an individual, budget,
time which can affect the job knowledge of staff members. Along with this, some managers say
that they faced challenges like availability of time, resources, cost and so on. Sometimes, these
can also affect the employee engagement in negative manner. So, it can be concluded that people
should adopt some effective skills so that they can perform their operations in an effective way.
44

Theme 6: The roles which are performed by front line managers can influence the
employee engagement at Hilton Hotel.
Findings: In an interview survey, investigator asked this question that how their roles can
affect employee engagement or their commitment level. The managers of Hilton London
Kensington say that the satisfaction of an individual is highly depend upon their immediate
superiors. The role of such employers have to identify needs and factor which affect their
motivation. Along with this, respondents of Hilton London Park Lane stated that attachment of a
worker towards their firm is highly depend upon their front line managers. Like if higher
authority will not appreciate their staff members on continuous basis then due to this their
motivation is get affected. So, after getting the views of different sample people it can be
analysed that positive attitude of an individual can get affected on the basis of functions which
are performed by middle level managers.
Theme 7: Managers recommend some strategies to Hilton hotel so that employee
engagement can be enhanced.
Findings: After conducting interview, the responses which are given by managers on the
particular question are same. So, it can be interpreted that Hilton Hotel should conduct some
programs or sessions at their workplace so that they will get familiar with their job roles and
other staff members. through this, they can also be able to build a trust with each other and
relations can also be improved. So, in this way they get highly committed towards the
organization and they can also help the firm in accomplishing their targets.
he implications for future research and a proposal plan could have been presented in further
enhancing this section.
45

CHAPTER 5: CONCLUSION AND RECOMMENDATIONS
5.1 Overview
This chapter of dissertation is final where a valid and reliable conclusion has been drawn
by applying various tools and techniques. The investigator has to summarized or conclude their
findings and discussion. This is the most vital part of current field of study as through this an
individual will be able to gain the understanding of related topic. By conducting the analysis in
an appropriate manner, it can be evaluated that how employee engagement can be enhanced and
how front line manager can affect the commitment level of mangers. Along with this, current
section also explains some recommendations which should be adopted organization so that they
can enhance employee engagement at their work environment.
5.2 Conclusion
In the above findings and analysis, the effectiveness of employee engagement is identified
along with the roles which are performed by front line managers. For the current dissertation,
Hilton hotels are selected so that satisfaction level of their staff members can be evaluated in an
effective manner. The present study is conducted he implications for future research and a
proposal plan could have been presented in further enhancing this section.so that relationship
between the front line managers and employee engagement level can be identified. The managers
at various levels needs to perform their roles and duties in an effective manner so that
organizational objectives can be achieved. There are many factors which can affect the
competitiveness of an enterprise at marketplace so in this way they will not be able to perform
better than their rival. In order to overcome such factors, higher authorities have to develop some
appropriate strategies so that motivation level of staff members can be enhanced to some extent.
The present report is based on the role of front line managers in enhancing employee
engagement at work place. Managers are the essential key of firm who are contributing their
significant efforts in developing firms productivity and performance at market place. Each
business organisation is focused on providing variety of goods and services to their customers in
order to satisfying their needs and wants. As a large hotel industry Hilton Hotel is concerns on
serving fast services to their buyers as per needs and wants of clients. It is required for each
business organisation is to recruit high skilled and educated employees at work place in respect
46

to enhancing growth of firm. Line managers are effective in managing organisational production
function, so that growth can be attained through increasing sales and revenue.
In the present field of study, data has been collected on the basis of different resources like
primary and secondary. Secondary is related to various books, journals, articles and so on. By
reviewing different literatures, relevant aspects for the topic can be developed so that gap
between different studies can be reduced. The front line manager performs their functions where
they have to provide feedback to their staff members, rewards, recognition, involve employees
into decision making process so that their satisfaction level can be enhanced in an effective
manner. Some training programs should be conducted at the workplace so that employees will be
able to get direction or guidance for doing work efficiently. Along with this, appraisal should be
given to the workers from time to time on the basis of their performance. Two-communication
should be established between superior and subordinates so that more innovative ideas can be
exchanged and effective decisions can be made.
The current dissertation also explains that Hilton Hotel focuses on their employee’s
satisfaction level and for this they offered some rewards and recognition so that they can feel an
important part of organization. The front line manager has to identify the needs and demands of
their staff members and give them feedback so that their performance can be enhanced. Through
this, hotel industry can achieve their targets which are set in order to sustain their competitive
advantage. Some programs and sessions should be conducted at workplace so that people will be
able to know about their job roles and responsibilities. These will be beneficial for both Hilton
Hotel and employees so in this way they will be able to achieve success at the marketplace as
compare to other rivals. Furthermore, when the job knowledge and skills are get enhanced of an
individual then they can handle their clients in more successful manner.
5.3 Recommendations
The above carried out analysis represent the effectiveness of employee engagement and its
relationship with the roles which are performed by front line managers. The overall engagement
and motivation level of staff members is not faultless. There are some issues which are faced by
managers at the time of performing their roles and implementing some motivational tools at the
workplace. In order to implement some practices, an enterprise has to conduct a thorough
analysis of the needs to their staff members. Human resources are an important asset of business
and these people help the firm in enhancing their employee engagement level. On the basis of
47

this, different set of needs are identified of people so this may help them in achieving goals.
Here, some recommendations are given by the researcher so that they will be able to enhance
engagement level among staff members. By adopting these different suggestions, it can be
evaluated that organization can achieve competitiveness at the work environment and through
these research objectives can be achieved.
Firstly, firm should conduct training and development programs at their workplace so that
core competencies of employees can be enhanced. Some on job training practices should be
conducted so that people will be able to know about the job roles and their own duties. For this,
training needs should be identified of the workers so that they will be able to know about the
things in which they have lack of knowledge. Some sessions and workshops should be conducted
and for these Hilton Hotel should hire an expert so that all employees will be able to perform
well and positive attitude can be enhanced. By attending some development programs, an
individual will be able to achieve their future growth and they can achieve different career
opportunities. Along with this, current workers will be able to accomplish their future goals
which will help them in performing better. Through this, employee satisfaction can be enhanced
and due to which their engagement level can also be improved which will be beneficial for
hospitality industry.
Secondly, the manager of Hilton hotel has to conduct an employee satisfaction survey on
continuous basis so that they will be able to identify their needs and demands. Through this, it
can also be identified that what issues and challenges are faced by staff members while
performing their task. After analysing these, some effective strategies and approaches should be
implemented by higher authorities so that employee engagement can be enhanced to some
extent. Manager can give the feedback to individuals on the basis of their performance so that
they will be able to perform well. Thirdly, hospitality industry has to encourage communication
at their workplace so that people can communicate with each other as through this, relation
between people can also be enhanced. On the basis of this, employees can put their thoughts and
ideas in front of their top executives. So, it is the responsibility of higher authority to appreciate
the thoughts of people so that their satisfaction level can be enhanced.
By conducting the research on this topic it can be analysed that future researcher can
review the present field of study so that they can understand the basic concepts of employee
engagement. Through this, future investigators will be able to identify the core aspects of
48

employee engagement and what roles are performed by front line managers in order enhance the
satisfaction among staff members. The researcher should be focused in order to complete the
task in the desired time frames that have been allotted to them so they will achieve success in
their business operations. They should focus on completing all their operations in the amount of
money which they have for achieving the desired outputs. There should be main focus of
managers in order to develop healthy relations with all their employees so they will achieve the
set goals and targets in desired time period that have been allotted to them. Hilton hotels can
easily expand their operations if they provide quality food products and
49

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Why employee engagement is important. 2016. [Online]. Avaialbel through: <
http://engageforsuccess.org/why-is-it-important>. [Accessed on 24th August 2017].
Why is Employee Engagement So Important? 2017. [Online]. Avaialble through: <
https://www.engagementmultiplier.com/blog/why-is-employee-engagement-so-
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August 2017].
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<https://www.thebalance.com/role-and-challenges-of-a-line-manager-2275752>.
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APPENDIX
Appendix A: Questionnaire
Questionnaire
Name: _______________
Age: _______________
Gender: _______________
Q1. From how many years, you have been working in Hilton Hotel?
 0-1Year
 1-2 years
 2-3 years
 More than 3 years
Q2. Are you satisfied with the current infrastructure where you do your work?
 Highly satisfied
 Satisfied
 Neither satisfied nor dissatisfied
 Dissatisfied
 Highly dissatisfied
Q3. What kind of recognition is given by the management of Hilton Hotel?
 Peer-to-peer recognition
 Post the name on website
 Trophy or award
 Comments via email
 Others
Q4. Does your superior give you an advice at the time of critical situation?
 Sometimes
 Rarely
 Occasionally
 Always
Q5. Are you satisfied with the appraisal or award that is given by the supervisor on your
performance?
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 Highly satisfied
 Satisfied
 Neither satisfied nor dissatisfied
 Dissatisfied
 Highly dissatisfied
Q6. Does your industry conduct functions at the workplace?
 Yes
 No
 Don’t know
Q7. Do your suggestions are appreciated by supervisor during the job?
 Always
 Rarely
 Occasionally
 Sometimes
Q8. In your opinion, do you agree that frequent chances are given to you in improving the job
knowledge and skills?
 Strongly agree
 Agree
 Neither agree nor disagree
 Disagree
 Strongly disagree
Q9. Are you satisfied that your high authority make you feel an important part of organization?
 Highly satisfied
 Satisfied
Neither satisfied nor dissatisfied
 Dissatisfied
 Highly dissatisfied
Q10. What factors are their which can affect your engagement level at Hilton Hotel?
 Relationship with employer
 Rewards
 Motivation
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