Hospitality Employee Job Satisfaction Factors

This assignment delves into the crucial topic of job satisfaction among employees in the hospitality sector. It examines various factors that influence their job satisfaction levels, including leadership styles, organizational culture, work-life balance, and compensation. The analysis draws upon relevant academic research and case studies to provide insights into the challenges and opportunities facing hospitality employers in creating a positive and fulfilling work environment for their staff.

Running head: BUSINESS RESEARCH METHOD RESEARCH PROPOSAL
Evaluating the factors affecting job satisfaction among workers in the hospitality industry

BUSINESS RESEARCH METHOD RESEARCH PROPOSAL 2
Table of Contents
Introduction......................................................................................................................................3
Project Objectives........................................................................................................................3
Project Scope................................................................................................................................3
Literature review..............................................................................................................................3
Meaning and concept of job satisfaction......................................................................................3
Theories of motivation to provide job satisfaction......................................................................4
Factors affecting job satisfactions among employees in the hospitality industry........................6
Strategies to improve the job satisfactions among employees in the hospitality industry...........7
Conclusion.......................................................................................................................................8
References........................................................................................................................................9

BUSINESS RESEARCH METHOD RESEARCH PROPOSAL 3
Introduction
In the hospitality sector, employees are key resources and they demonstrate significant
investment. Hence, if they are satisfied and loyal towards their jobs then it will be beneficial to
improve the organizational performance. As per the organizational policy, management builds
their appraisal, bonus packages, training program, and work system. These strategies could be
beneficial to increase the employee’s loyalty towards their organization and leads to high extent
of satisfaction level towards their jobs. The longer an employee works within an organization is
more valuable as they could be loyal to their organization. Job satisfaction is a key factor which
improves and keeps the profit of an organization. It is analyzed that there is a link between job
satisfaction and organizational performance hence company should identify the factors affecting
job satisfaction among employees in the hospitality industry (Mathieu, et. al., 2014).
Project Objectives
 To explore the meaning and concept of job satisfaction
 To address the factors that lead to job satisfaction among employees in the hospitality
industry
 To recommend the strategy to improve the job satisfaction among employees in the
hospitality industry
Project Scope
This project is beneficial for readers to understand the factors affecting job satisfaction among
employees in the hospitality industry. It could be also beneficial for hospitality companies to
gain the understanding regarding the job satisfaction factors as it will be beneficial for them to
increase job satisfaction among their employees. This project also develops their understanding
regarding different strategy to improve the job satisfaction among employees in the hospitality

BUSINESS RESEARCH METHOD RESEARCH PROPOSAL 4
industry. It could be also beneficial for entrepreneurs to understand the meaning and concept of
job satisfaction as it is effective to improve the organizational performance (Wang, et. al., 2014).
Literature review
Meaning and concept of job satisfaction
As per the view of Yeh (2013), job satisfaction is defined as cognitive of employees and
effective evaluation of the job. It also demonstrates the level of favorable feelings and attitudes
among employees towards their occupation. It is analyzed that when an employee likes their job
then they will feel high job satisfaction. In contrast to this, if employees dislike their job then
they feel stress at work. Thus, it can be stated that job satisfaction is an emotional reaction that a
person holds regarding their jobs. There are different factors which may influence the job
satisfaction. These factors are work tasks, supervisors, co-workers, training and promotion,
benefits, appreciation and compensation for their good actions.
In support of this, Zopiatis et al. (2014) evaluated that a person who deals in hospitality sector
spends their more time within an organization. Therefore, motivation is necessary for a person to
influence their job performance due to spending more time. In the current business practices, a
self-motivated person gives their more efforts for accomplishing the goal of the company due to
tough rivalry in the hospitality industry. There is a favorable relationship between employee’s
management and job satisfaction in the hospitality industry. It is also determined that an
employee who deals in good management has high confidence which obtains favorable job
satisfaction among them. Moreover, different factors are considered by management to provide
job satisfaction like appreciation, perks, praise, and motivation. It is effective to increase the
employee morale within working in hospitality industry.

BUSINESS RESEARCH METHOD RESEARCH PROPOSAL 5
Theories of motivation to provide job satisfaction
Herzberg’s Two-Factor Theory of Motivation
Figure 1: Herzberg’s Two-Factor Theory of Motivation
(Sources: Pan, 2015).
According to Shani et al., (2014), Herzberg has classified the job factors into different manners
like motivational and hygiene factor. Hygiene factors are determined as job factor which is
required to lead the workforces within the organization. But, these factors do not motivate the
employees for getting positive job satisfaction in long-term. It is also evaluated that if these
factors are non-available at the workplace then it will create job dissatisfaction between
workforces within the organization in the hospitality industry.
In favored to this, Karatepe and Karadas (2015) evaluated that hygiene factor facilitates
satisfactory job motive to employees as it would be beneficial to provide job satisfaction.
Hygiene factor is considered as an extrinsic factor within an organization. These factors are also
known as dissatisfier and a protective factor which is necessary for eliminating dissatisfaction
among employees. These factors discuss the job atmosphere at the workplace. This factor also
entails the physical needs that an individual wants and desire to accomplish.
In opposition to this, McPhail et al. (2015) demonstrated that hygiene factor could not be
entailed as a motivator as these factors are used to obtain positive job satisfaction. Motivator is
also considered as an intrinsic factor within an organization which leads the workforces to

BUSINESS RESEARCH METHOD RESEARCH PROPOSAL 6
improve performance. In the hospitality industry, employees are compensated intrinsically. The
motivator shows the psychological needs. It is depicted as an added advantage.
Maslow's Hierarchy of Needs
Figure 2: Maslow's Hierarchy of Needs
(Sources: Lu and Gursoy, 2016).
Lu and Gursoy (2016) stated that Maslow’s hierarchy of need is used as a motivational theory
which consists of five phase of human needs. It can be demonstrated as hierarchy level within a
pyramid. It can be evaluated that people are motivated to accomplish their requirements and that
needs to take priority over other needs. The basic need is to meet the physical existence and it is
initial things which motivate the individual at the workplace and also provide job satisfaction.
Initially, people complete the shortage of lower level before going on higher level development
requirement. This theory could be implemented by an individual within an organization to satisfy
their requirements. Therefore, it can be illustrated that manager should encourage their
employees by gratifying their requirements which would be significant to provide the high extent
of job satisfaction among employees.

BUSINESS RESEARCH METHOD RESEARCH PROPOSAL 7
Factors affecting job satisfaction among employees in the hospitality industry
As per the view of AlBattat and Som (2013), there are different factors that may affect the job
satisfaction among employees within the hospitality industry. These factors are a work
environment, Recognition and Rewards, Work Schedules and responsibility. The hospitality
industry facing highest turnover rates as compared to other industry. Hotels lose money from
turnover because they highly invest too provide training to new staff members. Hence, the
company should encourage the employees t provides job satisfaction as it will not only decline
the turnover but also enable the employees to deliver better services to guests.
In support of this, Lee et al., (2015) stated that work environment is an essential factor which
may affect the job satisfaction among employees. It is analyzed that a good working atmosphere
and favorable association with staff members are essential factors of job satisfaction. Hotels
recruit the employees from a different set of culture hence it is significant that management
builds an environment in which employees act as a team and gives value to each other. A
pleasant-sounding liaison between employees and management can enhance the job satisfaction
among them. An effective way to implement this strategy for the manager is to show energy and
passion in their jobs. In the hospitality industry, managers can lead by giving them example
regarding wear dress perfectly, greet people energetically and treat their employees with the
respect.
According to Crawford et al. (2014), recognition and reward is another factor which may affect
the job satisfaction. It is analyzed that feeling appreciation at the workplace may increase the job
satisfaction. Management can appreciate their group by conducting curriculum activities like
holiday parties and pizza parties. Moreover, individual recognition is a significant tool which
includes monetary bonuses, public recognition, and awards. For example, a hotel shares wow

BUSINESS RESEARCH METHOD RESEARCH PROPOSAL 8
stories with their staff members. In this way, when staff member facilitates outstanding customer
services like deliver special food for a guest with positive emotion then employees are publicly
appreciated for their efforts. Along with this, if a hotel considers areas of energy, environment,
and safety then it can run even in the tough competition. The department with the lowest
performance gets non-awards like a rubber chicken and burned-out light bulb. The non-awards
can be eliminated in case department improves their performance in the Hospitality industry
(Dhar, 2015). Thus, it can be stated that employee recognition gives a contribution towards
positive work environment and gains employee morale.
In contrast to this, Sharma and Dhar (2016) evaluated that responsibility is another factor in
which employees who are micromanaged do not believe that they can make a general judgment
without consulting with their superior. As a result, it creates dissatisfaction among employees.
While employees get the proper training then they should be capable to deal with the situation. It
is also analyzed that assigning responsibilities to employees shows the pride among them and
also demonstrates their high extent of job satisfaction. Hence, the company should teach their
employees about how to use values in their position to interact with them. Along with this,
superior should facilitate an employee to discuss regarding what is ongoing and needs to improve
in the department.
Fu and Deshpande (2014) exemplified that work schedule is another factor which influences the
job satisfaction. There are large numbers of employees who pursue the work in outside of
interest. Therefore, it can be stated that providing work schedule allows the employees to make a
balance between their personal and work life. Hotels which provide 24*7 hours facilities
including holidays should give preference to their employees to choose their shifts and days off
when possible. As a result, it would be beneficial to increase the job satisfaction among

BUSINESS RESEARCH METHOD RESEARCH PROPOSAL 9
employees. Further, the hotel can improve employee’s satisfaction by offering home-based work
such as reservation and customer care services through the phone. As a result, working at home
is effective to avoid the commute time and facilitates high independence as well as scheduling
flexibility for workforces.
Strategies to improve the job satisfaction among employees in the hospitality industry
Namasivayam et al. (2014) suggested that company should ask employees about their personal
motivations. In this way, they should also ask the team about their personal interest. It could be
simple as team meeting in which everyone can openly describe the issues they face to perform
their responsibilities and can get new creative ways of easing them. Further, hotels can use
employee survey system to get their concern and then provides the additional mentoring. Along
with this, the company should reduce micro-management. Hence, it would be beneficial to build
trust among employees. They will feel this trust as a reward. Further, the company should assign
the clear roles and responsibilities to their employees as it would be beneficial to provide job
satisfaction among employees.
In support of this, Ozturk et al. (2014) recommended that company should improve the work
environment as it will impact on the job satisfaction of employees. Improving work environment
does not relate to using the new coffee machine, spending on new equipment, and ergonomic
seating for employees. Since, it should be related to improving the work areas of employees. The
working environment could be improved by conducting a survey of employees. The hotel should
also improve the communication across all level. Hence, it can be stated that improving
communication within an organization from superior to subordinate and significantly subordinate
to superior is contributed to gain job satisfaction at the workplace. Employees should be

BUSINESS RESEARCH METHOD RESEARCH PROPOSAL 10
permitted to make critics and raise their issue in a non-threatening atmosphere. When employees
are scared to share their issue then they put their less effort into the job and want to leave the job.
According to the Mostafa and Gould-Williams (2014), the company should generate employee
recognition program to provide high job satisfaction. Employee recognition program does not
relate to sticking the name on the table in the reception area. Since, it is related to giving thanks
to an individual by the manager. In the hospitality industry, the company should try to decline
the time stress as it would be beneficial to high job satisfaction. It is analyzed that tight deadline
is a major source of stress among employees. Hence, the organization should identify different
ways to ease the stress such as scheduling project and work breakdown structure and conducting
the meeting.
Conclusion
From the above interpretation, it can be concluded that there is job satisfaction is effective to
improve the organizational performance within the hospitality sector. Further, Maslow’s
motivational need theory and Herzberg theory is used to measuring the job satisfaction level
among employees. There are different factors which may influence the job satisfaction among
employees within the hospitality industry. These factors are working environment, flexibility,
and recognition. It can be also summarized that there are different strategy is used to improve the
job satisfaction among employees. These are employee recognition program, improving the work
environment, and employee survey system.

BUSINESS RESEARCH METHOD RESEARCH PROPOSAL 11
References
AlBattat, A. R. S., and Som, A. P. M. (2013) ‘Employee dissatisfaction and turnover crises in the
Malaysian hospitality industry’, International Journal of Business and Management, 8(5), pp.
62.
Crawford, E. R., Rich, B. L., Buckman, B., and Bergeron, J. (2014) ‘The antecedents and drivers
of employee engagement’, Employee engagement in theory and practice, pp. 57-81.
Dhar, R. L. (2015) ‘Service quality and the training of employees: The mediating role of
organizational commitment’, Tourism Management, 46, pp. 419-430.
Fu, W., and Deshpande, S. P. (2014) ‘The impact of caring climate, job satisfaction, and
organizational commitment on the job performance of employees in a China’s insurance
company’, Journal of Business Ethics, 124(2), pp. 339-349.
Karatepe, O. M., and Karadas, G. (2015) ‘Do psychological capital and work engagement foster
frontline employees’ satisfaction? A study in the hotel industry’, International Journal of
Contemporary Hospitality Management, 27(6), pp. 1254-1278.
Lee, J. S., Back, K. J., and Chan, E. S. (2015) ‘Quality of work life and job satisfaction among
frontline hotel employees: A self-determination and need satisfaction theory
approach’, International Journal of Contemporary Hospitality Management, 27(5), pp. 768-789.
Lu, A. C. C., and Gursoy, D. (2016) ‘Impact of job burnout on satisfaction and turnover
intention: do generational differences matter?’, Journal of Hospitality and Tourism
Research, 40(2), pp. 210-235.
Mathieu, C., Neumann, C. S., Hare, R. D., and Babiak, P. (2014) ‘A dark side of leadership:
Corporate psychopathy and its influence on employee well-being and job
satisfaction’,. Personality and Individual Differences, 59, pp. 83-88.

BUSINESS RESEARCH METHOD RESEARCH PROPOSAL 12
McPhail, R., Patiar, A., Herington, C., Creed, P., and Davidson, M. (2015) ‘Development and
initial validation of a hospitality employees’ job satisfaction index: Evidence from
Australia’, International Journal of Contemporary Hospitality Management, 27(8), pp. 1814-
1838.
Mostafa, A. M. S., and Gould-Williams, J. S. (2014) ‘Testing the mediation effect of person-
organization fit on the relationship between high-performance HR practices and employee
outcomes in the Egyptian public sector’, The International Journal of Human Resource
Management, 25(2), pp. 276-292.
Namasivayam, K., Guchait, P., and Lei, P. (2014) ‘The influence of leader empowering
behaviors and employee psychological empowerment on customer satisfaction’, International
Journal of Contemporary Hospitality Management, 26(1), pp. 69-84.
Ozturk, A. B., Hancer, M., and Im, J. Y. (2014) ‘Job characteristics, job satisfaction, and
organizational commitment for hotel workers in Turkey’, Journal of Hospitality Marketing and
Management, 23(3), pp. 294-313.
Pan, F. C. (2015) ‘Practical application of importance-performance analysis in determining
critical job satisfaction factors of a tourist hotel’, Tourism Management, 46, pp. 84-91.
Shani, A., Uriely, N., Reichel, A., and Ginsburg, L. (2014) ‘Emotional labor in the hospitality
industry: The influence of contextual factors’, International Journal of Hospitality
Management, 37, pp. 150-158.
Sharma, J., and Dhar, R. L. (2016) ‘Factors influencing job performance of nursing staff: the
mediating role of affective commitment’, Personnel Review, 45(1), pp.161-182.

BUSINESS RESEARCH METHOD RESEARCH PROPOSAL 13
Wang, C. J., Tsai, H. T., and Tsai, M. T. (2014) ‘Linking transformational leadership and
employee creativity in the hospitality industry: The influences of creative role identity, creative
self-efficacy, and job complexity’, Tourism Management, 40, pp. 79-89.
Yeh, C. M. (2013) ‘Tourism involvement, work engagement and job satisfaction among frontline
hotel employees’, Annals of Tourism Research, 42, pp. 214-239.
Zopiatis, A., Constanti, P., and Theocharous, A. L. (2014) ‘Job involvement, commitment,
satisfaction and turnover: Evidence from hotel employees in Cyprus’, Tourism Management, 41,
pp. 129-140.