Investigating Employee Motivation toward Employee Turnover at the Royal Lancaster Hotel London

Running head: RESEARCH PROJECT
Investigating Employee Motivation toward Employee Turnover
at the Royal Lancaster Hotel London

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

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.

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