Investigating Employee Motivation toward Employee Turnover at the Royal Lancaster Hotel London
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This research project investigates employee motivation and turnover at the Royal Lancaster Hotel in London. The study uses action research, observation, and interview methods to collect primary data. The analysis reveals that employees are dissatisfied with their jobs due to poor management, low wages, and job duties. The study recommends solutions to improve job satisfaction and reduce employee turnover.
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Running head: RESEARCH PROJECT
Investigating Employee Motivation toward Employee Turnover
at the Royal Lancaster Hotel London
Investigating Employee Motivation toward Employee Turnover
at the Royal Lancaster Hotel London
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1RESEARCH PROJECT
Table of Contents
1. Research Methodology and Data Collection............................................................3
1.1 Action Research..................................................................................................5
1.2 Observation Data Collection...............................................................................6
1.3 Interview data Collection.....................................................................................6
2. Analysis of Information.............................................................................................6
2.1 Observation data analysis...................................................................................6
2.2 Interview data analysis........................................................................................8
3. Conclusion and recommendation...........................................................................12
References.................................................................................................................14
Table of Contents
1. Research Methodology and Data Collection............................................................3
1.1 Action Research..................................................................................................5
1.2 Observation Data Collection...............................................................................6
1.3 Interview data Collection.....................................................................................6
2. Analysis of Information.............................................................................................6
2.1 Observation data analysis...................................................................................6
2.2 Interview data analysis........................................................................................8
3. Conclusion and recommendation...........................................................................12
References.................................................................................................................14
2RESEARCH PROJECT
Executive Summary
Employee turnover is a critical issue with which the hotel industry has been
struggling with
For a long time, as an employee’ turnover has a dramatic negative effect on the
company’s performance, operation and monitory matters (Thomas and Dunkerley
1999, Hwang and Chi 2005). Indeed, The employees’ turnover is directly related to
the employees’ satisfaction (Sledge, 2008) To help to solve the employee turnover
problem, the purpose of this study is to investigate what are the motivations for
employees to continue working within the food and beverage department at the
Royal Lancaster Hotel in London. Action research has been adopted for this study.
Observation and interview method has been applied to collect the primary data.
Initially, the researcher observed that the employees are not satisfied with their jobs
with some points such as wage, job duties, equality and poor management.
Moreover, employees with low job satisfaction tend to perform defectively and
possess negative attitudes. Indeed, some of them have left the jobs for better
opportunities. As a result, suggestions solution has been given to improve the job
satisfaction.
The interview data collection method has been done with random employees who
have been working for the food and beverage department in different periods of time.
Executive Summary
Employee turnover is a critical issue with which the hotel industry has been
struggling with
For a long time, as an employee’ turnover has a dramatic negative effect on the
company’s performance, operation and monitory matters (Thomas and Dunkerley
1999, Hwang and Chi 2005). Indeed, The employees’ turnover is directly related to
the employees’ satisfaction (Sledge, 2008) To help to solve the employee turnover
problem, the purpose of this study is to investigate what are the motivations for
employees to continue working within the food and beverage department at the
Royal Lancaster Hotel in London. Action research has been adopted for this study.
Observation and interview method has been applied to collect the primary data.
Initially, the researcher observed that the employees are not satisfied with their jobs
with some points such as wage, job duties, equality and poor management.
Moreover, employees with low job satisfaction tend to perform defectively and
possess negative attitudes. Indeed, some of them have left the jobs for better
opportunities. As a result, suggestions solution has been given to improve the job
satisfaction.
The interview data collection method has been done with random employees who
have been working for the food and beverage department in different periods of time.
3RESEARCH PROJECT
1. Research Methodology and Data Collection
Regarding the previous study, employee turnover occurs when employees leave the
company and an employee turnover rate refers to the percentage of employees who
leave the company which could be calculated by per month and year (Phillips and
Edwards, 2008). Employee turnover in the hospitality industry is considered to be a
serious issue which needs to be solved as it negatively impacts the employee
performance and as a result, the customer satisfaction.
As employee turnover is directly related to employee motivation and satisfaction, the
company with the high turnover rate seem to have low employee satisfaction which
leads to decrease the customers' satisfaction (Lynn, 2002; Wood & Macaulay, 1989).
In fact, dissatisfied employees and new employees who have inadequate training
and experience are more likely to provide an inferior performance (Keiser, DeMicco,
& Grimes, 2000). In contrast, satisfied employees always have higher empowerment
which causes efficiencies and innovation in the work, which help increase customer
satisfaction (Bushe, Havlovic and Coetzer 1996). Moreover, high turnover rates may
cause negative effects on companies’ profitability and operation due to cost for
replacing vacancies, providing training programmes for new employees and also
wages and incentives (Keiser, DeMicco, & Grimes, 2000). Therefore, employee
turnover has the significant impact on the loss of productivity, monetary cost and
operation.
In terms of employee satisfaction,
Regarding motivation, it has been mentioned as the fact that force an individual to
achieve the goal to satisfy their need and expectation (Mullins, 1996). Employee
motivation can be mainly divided into intrinsic motivation and extrinsic motivation
(e.g., Pink,). In fact, intrinsic motivation refers to the desire to work for its own sake,
so as to experience the pleasure such and satisfaction inherent in the activity such
as find the job interesting, challenging and feel themselves being involved and
1. Research Methodology and Data Collection
Regarding the previous study, employee turnover occurs when employees leave the
company and an employee turnover rate refers to the percentage of employees who
leave the company which could be calculated by per month and year (Phillips and
Edwards, 2008). Employee turnover in the hospitality industry is considered to be a
serious issue which needs to be solved as it negatively impacts the employee
performance and as a result, the customer satisfaction.
As employee turnover is directly related to employee motivation and satisfaction, the
company with the high turnover rate seem to have low employee satisfaction which
leads to decrease the customers' satisfaction (Lynn, 2002; Wood & Macaulay, 1989).
In fact, dissatisfied employees and new employees who have inadequate training
and experience are more likely to provide an inferior performance (Keiser, DeMicco,
& Grimes, 2000). In contrast, satisfied employees always have higher empowerment
which causes efficiencies and innovation in the work, which help increase customer
satisfaction (Bushe, Havlovic and Coetzer 1996). Moreover, high turnover rates may
cause negative effects on companies’ profitability and operation due to cost for
replacing vacancies, providing training programmes for new employees and also
wages and incentives (Keiser, DeMicco, & Grimes, 2000). Therefore, employee
turnover has the significant impact on the loss of productivity, monetary cost and
operation.
In terms of employee satisfaction,
Regarding motivation, it has been mentioned as the fact that force an individual to
achieve the goal to satisfy their need and expectation (Mullins, 1996). Employee
motivation can be mainly divided into intrinsic motivation and extrinsic motivation
(e.g., Pink,). In fact, intrinsic motivation refers to the desire to work for its own sake,
so as to experience the pleasure such and satisfaction inherent in the activity such
as find the job interesting, challenging and feel themselves being involved and
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4RESEARCH PROJECT
developed (Deci, Connell, & Ryan, 1989). Extrinsic motivation, in contrast, occurs
when employees are motivated to work to achieve positive consequences such as
an incentive (e.g., wag, holiday, and reward) or to avoid negative consequences
such as a punishment (Deci & Ryan, 2000)
Herzberg et al. (1959) mention that to gain satisfaction, employees needed to be
encouraged by motivations, and It is necessary to motivate the employee to make
them satisfied with the job in order to help the company to reduce the turnover rate
(Shanks, 2011). However, to motivate employees is a real challenge for companies
as motivation is an abstract which can only be inferred but cannot be visualised.
Indeed, the needs and expectations of employees are different, unstable, continuous
(Hellriege and Slocum, 2011). Therefore, companies need to understand the
diversity in their workforce to motivate their employees in different ways which based
on their background and circumstance (Qayyum and Sukirno, 2012).
Focussing on the food and beverage department at The Royal Lancaster hotel.
Employee Turnover rate …… . From the author’s interior experience, there are some
benefits and social gathering (Appendix) to motivate employees, improve their
satisfaction and reduce employee turnover.
Furthermore, there is a company procedure in which the line managers are
supposed to discuss with their staff one to one about the job and their situation at
that stage to find out how everything is, how they are feeling with the job and if they
need any additional support from the company. Another procedure is the ICC
representative who gives an opportunity for staff to voice their thoughts, opinions and
requirements to their representatives (e.g. supervisors and managers) Then, the
representative will, in turn, discuss opinions and requirements during a meeting with
the management team and general manager. However, it seems like strategies that
the company are using for satisfying and retaining employees may not apparently be
as successful as expected. There is a lot of staff complaining about their situations
such as poor management, a large lack of staff to carry out the necessary
responsibilities and inferior wages and benefits. As a result, some of them have
decided to leave the company and look elsewhere. Thus, the aim of this project is to
investigate what are the motivations which drive employees to carry on with their
developed (Deci, Connell, & Ryan, 1989). Extrinsic motivation, in contrast, occurs
when employees are motivated to work to achieve positive consequences such as
an incentive (e.g., wag, holiday, and reward) or to avoid negative consequences
such as a punishment (Deci & Ryan, 2000)
Herzberg et al. (1959) mention that to gain satisfaction, employees needed to be
encouraged by motivations, and It is necessary to motivate the employee to make
them satisfied with the job in order to help the company to reduce the turnover rate
(Shanks, 2011). However, to motivate employees is a real challenge for companies
as motivation is an abstract which can only be inferred but cannot be visualised.
Indeed, the needs and expectations of employees are different, unstable, continuous
(Hellriege and Slocum, 2011). Therefore, companies need to understand the
diversity in their workforce to motivate their employees in different ways which based
on their background and circumstance (Qayyum and Sukirno, 2012).
Focussing on the food and beverage department at The Royal Lancaster hotel.
Employee Turnover rate …… . From the author’s interior experience, there are some
benefits and social gathering (Appendix) to motivate employees, improve their
satisfaction and reduce employee turnover.
Furthermore, there is a company procedure in which the line managers are
supposed to discuss with their staff one to one about the job and their situation at
that stage to find out how everything is, how they are feeling with the job and if they
need any additional support from the company. Another procedure is the ICC
representative who gives an opportunity for staff to voice their thoughts, opinions and
requirements to their representatives (e.g. supervisors and managers) Then, the
representative will, in turn, discuss opinions and requirements during a meeting with
the management team and general manager. However, it seems like strategies that
the company are using for satisfying and retaining employees may not apparently be
as successful as expected. There is a lot of staff complaining about their situations
such as poor management, a large lack of staff to carry out the necessary
responsibilities and inferior wages and benefits. As a result, some of them have
decided to leave the company and look elsewhere. Thus, the aim of this project is to
investigate what are the motivations which drive employees to carry on with their
5RESEARCH PROJECT
respective role(s) within their company and how this information could be used with
the company to increase employee motivation and decrease employee turnover.
Action research has been applied, and the research relies on the primary data
collection method. The reason for adopting the primary data collection is because
this method is targeted to obtain data for the specific issues (Saunders, 2007).
Furthermore, the original data will be collected personally by the researcher which
directly related research topic (Altinay and Paraskevas, 2008). The author took part
in the observation and adopted face to face interview to collect data from the
employees in operation level of the food and beverage department who were willing
to participant
1.1 Action Research
It was stated that action research procedure which adapts behavioural science
knowledge with company knowledge to solve the company problem (Shani and
Pasmore, 1985). Action research focuses on the company operations issues or
problems which have been extending rather than creating issues for the purposes of
the research (Coughlan and Coghlan, 2002). Moreover, action researchers are not
merely observing something happening, but they need to be participating in the
investigation, actively work and take action to make it happen (Gummesson, 2000).
It was stated that action research includes four main steps of action which are
Constructing (involves naming the issues) planning action, taking action and
evaluation action (Coghlan and Brannick, 2014). According to Lewin (1997), to truly
understand the operation, be able to identify specific issues or problems, plan the
actions and contribute the result to the organisation, the researchers need to be
involved with the operation member to see how it really works. Regarding this study,
the researcher has been working as one operation members of the food and
beverage department at Royal Lancaster hotel. Likewise, the issue of the research is
based on the interior experience which it is employee turnover issue. Gummensson
(2000) mentions that action research can include quantitative data and qualitative
data. This research focuses on qualitative data which was collected by primary data
collection method including observation and interview.
respective role(s) within their company and how this information could be used with
the company to increase employee motivation and decrease employee turnover.
Action research has been applied, and the research relies on the primary data
collection method. The reason for adopting the primary data collection is because
this method is targeted to obtain data for the specific issues (Saunders, 2007).
Furthermore, the original data will be collected personally by the researcher which
directly related research topic (Altinay and Paraskevas, 2008). The author took part
in the observation and adopted face to face interview to collect data from the
employees in operation level of the food and beverage department who were willing
to participant
1.1 Action Research
It was stated that action research procedure which adapts behavioural science
knowledge with company knowledge to solve the company problem (Shani and
Pasmore, 1985). Action research focuses on the company operations issues or
problems which have been extending rather than creating issues for the purposes of
the research (Coughlan and Coghlan, 2002). Moreover, action researchers are not
merely observing something happening, but they need to be participating in the
investigation, actively work and take action to make it happen (Gummesson, 2000).
It was stated that action research includes four main steps of action which are
Constructing (involves naming the issues) planning action, taking action and
evaluation action (Coghlan and Brannick, 2014). According to Lewin (1997), to truly
understand the operation, be able to identify specific issues or problems, plan the
actions and contribute the result to the organisation, the researchers need to be
involved with the operation member to see how it really works. Regarding this study,
the researcher has been working as one operation members of the food and
beverage department at Royal Lancaster hotel. Likewise, the issue of the research is
based on the interior experience which it is employee turnover issue. Gummensson
(2000) mentions that action research can include quantitative data and qualitative
data. This research focuses on qualitative data which was collected by primary data
collection method including observation and interview.
6RESEARCH PROJECT
1.2 Observation Data Collection
In this current study, non-participant observation has been used to collect the
data. In non-participant observation, the researcher observes the phenomenon
without participating in it. The researcher has used both simple observational method
and behavioural observational method for collecting data (Reinharz 2017). This is
one of the value forms of research as it can provide information beyond statistics and
numbers. The researcher has observed the consumers, the staffs and the managers
in a natural situation and notes down observations that are simple and can provide
numerical data regarding the trends and at the same time can provide insights on
this phenomenon (Le Tran et al. 2017). The study used non-participant observation
as participation may lead to the change in the behaviour of the observe people.
Therefore, this has facilitated in developing data that is accurate and reliable.
Therefore, the study had attempted to the make the data more effective by
combining the data from both simple and behavioural observations.
1.3 Interview data Collection
The interview data collection is mainly used in case of the qualitative data analysis
where the open-ended questions are asked to the management of the organisation
about the addressed research problem. Interviews are one of the key methods that
can be used for conducting research and has been used to ensure highly
personalised data in research (Alshenqeeti 2014). As the number of respondents in
the study is limited conducting qualitative analysis can develop a controlled data.
The major advantage of using an interview is that the research will be able to provide
an in-depth analysis and description of the subjects in the research. The study
conducted face to face interview which had been able to capture the nonverbal and
verbal cues from different sets of participants (Ranney et al. 2015). The study has
conducted an interview with 7 personnel that are employees for collecting relevant
data, and one manager has also been interviewed.
2. Analysis of Information
This part of the study will analyse the collected data through observation and
interviews. The finding of the data from this two method will be analysed thoroughly
to draw a relevant conclusion.
1.2 Observation Data Collection
In this current study, non-participant observation has been used to collect the
data. In non-participant observation, the researcher observes the phenomenon
without participating in it. The researcher has used both simple observational method
and behavioural observational method for collecting data (Reinharz 2017). This is
one of the value forms of research as it can provide information beyond statistics and
numbers. The researcher has observed the consumers, the staffs and the managers
in a natural situation and notes down observations that are simple and can provide
numerical data regarding the trends and at the same time can provide insights on
this phenomenon (Le Tran et al. 2017). The study used non-participant observation
as participation may lead to the change in the behaviour of the observe people.
Therefore, this has facilitated in developing data that is accurate and reliable.
Therefore, the study had attempted to the make the data more effective by
combining the data from both simple and behavioural observations.
1.3 Interview data Collection
The interview data collection is mainly used in case of the qualitative data analysis
where the open-ended questions are asked to the management of the organisation
about the addressed research problem. Interviews are one of the key methods that
can be used for conducting research and has been used to ensure highly
personalised data in research (Alshenqeeti 2014). As the number of respondents in
the study is limited conducting qualitative analysis can develop a controlled data.
The major advantage of using an interview is that the research will be able to provide
an in-depth analysis and description of the subjects in the research. The study
conducted face to face interview which had been able to capture the nonverbal and
verbal cues from different sets of participants (Ranney et al. 2015). The study has
conducted an interview with 7 personnel that are employees for collecting relevant
data, and one manager has also been interviewed.
2. Analysis of Information
This part of the study will analyse the collected data through observation and
interviews. The finding of the data from this two method will be analysed thoroughly
to draw a relevant conclusion.
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7RESEARCH PROJECT
2.1 Observation data analysis
Observation 1
The first observation shows that the Royal Lancaster hotel is busiest during
the breakfast and dinner. These means that the frequency of consumers during
these periods is significantly higher when compared to the daytime. Therefore, the
organisation can generate more revenue by effectively serving the customers during
this period.
Observation 2
The second observation shows that there is a shortage of staff during the rush
hours. Therefore, the staffs have to work very hard all the time in order to cover up
for the shortage. The employees are unhappy due to these reason that they have to
work than the compensation that they are offered. Moreover, the manager is not
cooperative, so the staffs are unable to communicate their issues which makes it
difficult for the staffs to work with the manager.
Observation 3
The consumers were agitated due to the late services they receive, and they have
made several complaint faces to face, through emails and on Trip Advisor. This
observation shows that the hotel is not being able to provide excellent services to
their consumers.
Observation 4
The service charge the staff receive is less, so they complain about it, but no
measures have been taken to mitigate this issue. The staffs have also complained
about the operation and management as they are not receiving the roster on time,
they do not have adequate equipment and no separate room for breakfast which
causes issues for the staffs due to the ongoing refurbishment within the hotel
premises. This shows that the staffs are facing a large number of issues which is
hampering their work. However, the management has been ignorant in addressing
the concerns highlighted by the staffs.
Observation 5
2.1 Observation data analysis
Observation 1
The first observation shows that the Royal Lancaster hotel is busiest during
the breakfast and dinner. These means that the frequency of consumers during
these periods is significantly higher when compared to the daytime. Therefore, the
organisation can generate more revenue by effectively serving the customers during
this period.
Observation 2
The second observation shows that there is a shortage of staff during the rush
hours. Therefore, the staffs have to work very hard all the time in order to cover up
for the shortage. The employees are unhappy due to these reason that they have to
work than the compensation that they are offered. Moreover, the manager is not
cooperative, so the staffs are unable to communicate their issues which makes it
difficult for the staffs to work with the manager.
Observation 3
The consumers were agitated due to the late services they receive, and they have
made several complaint faces to face, through emails and on Trip Advisor. This
observation shows that the hotel is not being able to provide excellent services to
their consumers.
Observation 4
The service charge the staff receive is less, so they complain about it, but no
measures have been taken to mitigate this issue. The staffs have also complained
about the operation and management as they are not receiving the roster on time,
they do not have adequate equipment and no separate room for breakfast which
causes issues for the staffs due to the ongoing refurbishment within the hotel
premises. This shows that the staffs are facing a large number of issues which is
hampering their work. However, the management has been ignorant in addressing
the concerns highlighted by the staffs.
Observation 5
8RESEARCH PROJECT
The staffs have also complained about equality where they think that they are
not being treated equally by the managers which makes some of the managers
difficult to work with. The managers are bothered to give any importance to the
feedbacks and complains of the staffs. There are three employees within the
organisation that have conflict among them. The management is not concerned and
has not taken any actions to make that the relationship among these employees
better so that it does not hampers the operations. Moreover, every week on an
average one staffs takes an unscheduled leave. This increases the burden on other
employees as the shortage increases even further, and they have to cover for the
missing employee. These have caused the staffs to leave their jobs and have
increases the attrition rate of the organisation.
2.2 Interview data analysis
Question remarks Count
What is your basic level
of motivation in the
organisation?
" The basic motivation
for working in the
organisation is money."
" I work because I like
the work I do."
5
2
Do you that there are
growth opportunities in
the Royal Lancaster
Hotel?
" I do not find any
growth opportunities
within the , and the
growth rate is quite
slow when compared to
other organisations."
5
The staffs have also complained about equality where they think that they are
not being treated equally by the managers which makes some of the managers
difficult to work with. The managers are bothered to give any importance to the
feedbacks and complains of the staffs. There are three employees within the
organisation that have conflict among them. The management is not concerned and
has not taken any actions to make that the relationship among these employees
better so that it does not hampers the operations. Moreover, every week on an
average one staffs takes an unscheduled leave. This increases the burden on other
employees as the shortage increases even further, and they have to cover for the
missing employee. These have caused the staffs to leave their jobs and have
increases the attrition rate of the organisation.
2.2 Interview data analysis
Question remarks Count
What is your basic level
of motivation in the
organisation?
" The basic motivation
for working in the
organisation is money."
" I work because I like
the work I do."
5
2
Do you that there are
growth opportunities in
the Royal Lancaster
Hotel?
" I do not find any
growth opportunities
within the , and the
growth rate is quite
slow when compared to
other organisations."
5
9RESEARCH PROJECT
" Yes, there are growth
opportunities for the
employees."
2
What are future career
goals?
“ I would like to work for
a different organisation
and do not find myself
working in this
organisation for a long-
term."
" I would like to take a
better role and move up
the hierarchy in my
future years."
5
2
What is your
relationship with your
colleagues?
" I am happy with my
colleague, and we
cooperate with each
other to make our work
more fruitful."
" I am not happy with
my colleagues and do
not have any
communication with
them."
4
3
" Yes, there are growth
opportunities for the
employees."
2
What are future career
goals?
“ I would like to work for
a different organisation
and do not find myself
working in this
organisation for a long-
term."
" I would like to take a
better role and move up
the hierarchy in my
future years."
5
2
What is your
relationship with your
colleagues?
" I am happy with my
colleague, and we
cooperate with each
other to make our work
more fruitful."
" I am not happy with
my colleagues and do
not have any
communication with
them."
4
3
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10RESEARCH PROJECT
What is your review of
the organisation and the
work you do?
" I enjoy the work I do,
and I am proud of my
organisation."
" Even though I like my
work, I am not happy
with the current
organisational policies
4
3
What are the training
and development
programs the
organisation provide?
" I believe and rely on
self-development as the
organisation does not
provide any training and
development
opportunities."
" We learn from all the
experienced employees
and the managers."
5
2
Do you feel empowered
within the organisation?
" The organisation does
not make me feel
empowered "
" The organisation does
make me feel
empowered at certain
2
5
What is your review of
the organisation and the
work you do?
" I enjoy the work I do,
and I am proud of my
organisation."
" Even though I like my
work, I am not happy
with the current
organisational policies
4
3
What are the training
and development
programs the
organisation provide?
" I believe and rely on
self-development as the
organisation does not
provide any training and
development
opportunities."
" We learn from all the
experienced employees
and the managers."
5
2
Do you feel empowered
within the organisation?
" The organisation does
not make me feel
empowered "
" The organisation does
make me feel
empowered at certain
2
5
11RESEARCH PROJECT
times."
Do you feel engaged?
What are the benefits
you receive?
"There is no
engagement with the
management, and the
benefits we receive are
minimal "
" The management
sometimes engagement
with us but the benefits
I receive is not up to the
mark if compared to the
rival hotels."
6
1
What changes does the
organisation need to
make?
"The organisation need
to improve the
operations, benefits and
salary of the staffs. The
organisation need to
purchase equipment to
improve the customer
service."
"The organisation
should increase the
salary of the staffs."
3
1
times."
Do you feel engaged?
What are the benefits
you receive?
"There is no
engagement with the
management, and the
benefits we receive are
minimal "
" The management
sometimes engagement
with us but the benefits
I receive is not up to the
mark if compared to the
rival hotels."
6
1
What changes does the
organisation need to
make?
"The organisation need
to improve the
operations, benefits and
salary of the staffs. The
organisation need to
purchase equipment to
improve the customer
service."
"The organisation
should increase the
salary of the staffs."
3
1
12RESEARCH PROJECT
" The organisation will
have to provide the
employees with more
added benefits."
"The organisation
should train the senior
employees to be honest
and take necessary
actions as soon as
possible "
2
1
What are the ways the
organisation can
improve their consumer
experience?
" The hotel should hire
more staffs to provide
better-customised
experience to the
consumers."
7
Question to the managers
What is your comment
on the staffs' motivation
level?
"The staffs are highly
motivated, and they
have a passion for the
work they do."
1
" The organisation will
have to provide the
employees with more
added benefits."
"The organisation
should train the senior
employees to be honest
and take necessary
actions as soon as
possible "
2
1
What are the ways the
organisation can
improve their consumer
experience?
" The hotel should hire
more staffs to provide
better-customised
experience to the
consumers."
7
Question to the managers
What is your comment
on the staffs' motivation
level?
"The staffs are highly
motivated, and they
have a passion for the
work they do."
1
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13RESEARCH PROJECT
2.3 Analysis
The observational and interview data have shown similar results where it is
very evident from the data that the majority of the employees are not satisfied with
their job. The staffs work because of the compensation they receive, and they will
leave even they get a better opportunity. The market trends show that the attrition
rate in the hospitality industry is comparatively high due to their low compensation
compared to the other sectors, the high level of stress and lack of motivation due to
the effectiveness of the work environment (Lu and Gursoy 2016). Royal Lancaster
Hotel has a high attrition rate, and the employees are not dedicated to their work
which affects their day to day operation. The analysis of the results show that the
attrition of Royal Lancaster Hotel is high due to the lack of growth opportunities, the
staffs are not happy with the current organizational policies, job satisfaction and
motivation of the work they do are low, no training and development programs to
help the staffs to develop new skills, empowerment skills, employee engagement,
performance management, communication and organizational culture.
Royal Lancaster Hotel has not addressed the grievances of the staffs and the
consumers which have to worsen the situation. The high level of attrition has
affected the operation, and the organisation is unable to handle the consumer during
the peak hours.
2.4 Theoretical Framework
Employee
Motivation
Performance
management
Employee
engagement
Training and
development
programs
Job satisfaction
Organizational
policies
Growth
opportunities
Employee
Turnover
Communication and
organisational culture
2.3 Analysis
The observational and interview data have shown similar results where it is
very evident from the data that the majority of the employees are not satisfied with
their job. The staffs work because of the compensation they receive, and they will
leave even they get a better opportunity. The market trends show that the attrition
rate in the hospitality industry is comparatively high due to their low compensation
compared to the other sectors, the high level of stress and lack of motivation due to
the effectiveness of the work environment (Lu and Gursoy 2016). Royal Lancaster
Hotel has a high attrition rate, and the employees are not dedicated to their work
which affects their day to day operation. The analysis of the results show that the
attrition of Royal Lancaster Hotel is high due to the lack of growth opportunities, the
staffs are not happy with the current organizational policies, job satisfaction and
motivation of the work they do are low, no training and development programs to
help the staffs to develop new skills, empowerment skills, employee engagement,
performance management, communication and organizational culture.
Royal Lancaster Hotel has not addressed the grievances of the staffs and the
consumers which have to worsen the situation. The high level of attrition has
affected the operation, and the organisation is unable to handle the consumer during
the peak hours.
2.4 Theoretical Framework
Employee
Motivation
Performance
management
Employee
engagement
Training and
development
programs
Job satisfaction
Organizational
policies
Growth
opportunities
Employee
Turnover
Communication and
organisational culture
14RESEARCH PROJECT
3. Conclusion and recommendation
The findings and analysis of the collected data show that the level of
motivation of the employees are shallow and the management is not doing enough
to improve the satisfaction level, engagement and technical skills. The administration
is ignorant of the issues and is not willing to cooperate with the employees. Royal
Lancaster Hotel requires a drastic change in their organisational policies if they want
to maintain their long-term sustainability and gain a competitive advantage in the
market.
It is highly recommended that the Royal Lancaster Hotel hires new staffs to
deal with the pressure during the peak hours. The organisation will have to make
changes to the management so that they can improve the motivation level and
satisfaction level of the employees. The organisation have made changes to the
communication within the organisation where the communication system will have to
be two way so that the staff feedback can reach the higher level of management.
The organisational culture will have to be changed significantly to facilitate
productivity and manage conflicts within the organisation so that it does not hamper
the operations.
3. Conclusion and recommendation
The findings and analysis of the collected data show that the level of
motivation of the employees are shallow and the management is not doing enough
to improve the satisfaction level, engagement and technical skills. The administration
is ignorant of the issues and is not willing to cooperate with the employees. Royal
Lancaster Hotel requires a drastic change in their organisational policies if they want
to maintain their long-term sustainability and gain a competitive advantage in the
market.
It is highly recommended that the Royal Lancaster Hotel hires new staffs to
deal with the pressure during the peak hours. The organisation will have to make
changes to the management so that they can improve the motivation level and
satisfaction level of the employees. The organisation have made changes to the
communication within the organisation where the communication system will have to
be two way so that the staff feedback can reach the higher level of management.
The organisational culture will have to be changed significantly to facilitate
productivity and manage conflicts within the organisation so that it does not hamper
the operations.
15RESEARCH PROJECT
References
Alshenqeeti, H., 2014. Interviewing as a data collection method: A critical
review. English Linguistics Research, 3(1), p.39.
Le Tran, M.A., Seymour, J., Riecken, T. and Abbas, R., 2017. Data Collection 1:
Observations and Document Analysis: Who's looking?. In Qualitative Research and
Intercultural Understanding (pp. 38-47). Routledge.
Lu, A.C.C. and Gursoy, D., 2016. Impact of job burnout on satisfaction and turnover
intention: Do generational differences matter?. Journal of Hospitality & Tourism
Research, 40(2), pp.210-235.
Ranney, M.L., Meisel, Z.F., Choo, E.K., Garro, A.C., Sasson, C. and Morrow Guthrie,
K., 2015. Interview‐based qualitative research in emergency care part II: Data
collection, analysis and results reporting. Academic Emergency Medicine, 22(9),
pp.1103-1112.
Reinharz, S., 2017. On Becoming a Social Scientist: from survey research and
participant observation to Experimental Analysis. Routledge.
References
Alshenqeeti, H., 2014. Interviewing as a data collection method: A critical
review. English Linguistics Research, 3(1), p.39.
Le Tran, M.A., Seymour, J., Riecken, T. and Abbas, R., 2017. Data Collection 1:
Observations and Document Analysis: Who's looking?. In Qualitative Research and
Intercultural Understanding (pp. 38-47). Routledge.
Lu, A.C.C. and Gursoy, D., 2016. Impact of job burnout on satisfaction and turnover
intention: Do generational differences matter?. Journal of Hospitality & Tourism
Research, 40(2), pp.210-235.
Ranney, M.L., Meisel, Z.F., Choo, E.K., Garro, A.C., Sasson, C. and Morrow Guthrie,
K., 2015. Interview‐based qualitative research in emergency care part II: Data
collection, analysis and results reporting. Academic Emergency Medicine, 22(9),
pp.1103-1112.
Reinharz, S., 2017. On Becoming a Social Scientist: from survey research and
participant observation to Experimental Analysis. Routledge.
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