Motivating Employees in a New Governance Era

The provided content consists of academic articles and online resources that discuss the concept of performance paradigms, internal branding, research methods, and the impact of non-financial rewards on employee performance. The articles explore the role of internal branding in delivering employee brand promise, the relationship between high-performance human resource practices and organizational performance, and the joint impact of enterprise resource planning systems and non-financial performance incentives on corporate performance.

To assess the impact of non- financial rewards on
the performance of employees - A case study on
Marriott, London.
1

ACKNOWLEDGEMENT
I am very thankful to those people which has provided me support and has motivated me
to complete my project. I owe my thanks to mentor who have provide me the chance to do this
study. In addition to this, I am also very thankful to my friends and family as without their
cooperation it was not possible to carry out this dissertation. The support and motivation of all
has results in accomplishment of the aim and objectives of study.

ABSTRACT
Every organization seeks for the ways using which employee's performance can be
enhanced. Therefore, it is very essential for companies to determine the impact non-financial
rewards on overall performance of employee. This will assist in making the people in
organization more effective and efficiency. The aim of this study to assess the impact of non-
financial rewards on performance of employee. Further this dissertation depicts about the
relationship between the both and the role of non-financial rewards in motivating employees
within workplace.
In terms of research methodologies it can be stated that the data has been collected from
both primary and secondary sources. Primary data has been collected with the help of a well-
structured questionnaire which has been filled by 20 employees of Marriott. In addition to this,
qualitative method of data analysis is used in which various themes are developed in order to
evaluate and interpret the information. The last part of this dissertation is conclusion where it has
been stated that non-financial rewards have direct impact on the performance of employee. Some
of the recommendations to Marriott are also provided which can be used by the hotel for its
future growth and development.

TABLE OF CONTENTS
Chapter 1- Introduction....................................................................................................................5
1.1 Background of the study........................................................................................................5
1.2 Background of organization...................................................................................................6
1.3 Aim and Objectives...............................................................................................................7
1.4 Rational of the Study.............................................................................................................7
1.5 Significance of the research...................................................................................................7
1.6 Analysis and framework........................................................................................................8
1.7 Structure of the dissertation...................................................................................................8
chapter 2- Literature review...........................................................................................................10
2.1 Role of non-monetary rewards on motivating employees...................................................10
2.2 Link between employee performance and non-financial rewards.......................................12
2.3 Role of non-financial rewards in growth and development of an organization...................14
2.4 Techniques adopted by hospitality companies to enhance employee performance............17
Chapter 3-Research methodologies...............................................................................................19
3.1 Research philosophy............................................................................................................19
3.2 Research approach...............................................................................................................19
3.3 Research design...................................................................................................................20
3.4 Data collection.....................................................................................................................20
3.5 Research method..................................................................................................................21
3.6 Sampling..............................................................................................................................21
3.7 Ethical issues........................................................................................................................22
3.8 Reliability and validity.........................................................................................................22
3.9 Limitations...........................................................................................................................23
3.10 Appropriateness of research design...................................................................................23
Chapter4-Data presentation and findings.......................................................................................24
Chapter5: Data analysis and discussion.........................................................................................33
Chapter6: Conclusion and recommendation..................................................................................41
6.1 Conclusion...........................................................................................................................41
6.1 Recommendations................................................................................................................43
References......................................................................................................................................45
Appendix........................................................................................................................................49

CHAPTER 1- INTRODUCTION
1.1 Background of the study
Managing and improving employee’s performance is one of the most difficult tasks for
the management of organization. Every company seeks for the ways through which it can
improve the performance of employees and make them more productive. Main reason behind
this is that it not only helps a business to increase their sales and profitability but also enhances
their chances of future growth and development. Earlier, monetary rewards were the only thing
which was used by companies to enhance the performance of employees. Along with the passage
of time, there are some of the non-financial rewards which have been developed to motivate
people in organization and to enhance their performance. Many companies have started using
some non-financial rewards such as appreciation and recognition in order to motivate the
employees and for encouraging them to perform well in the future.
It is important for companies to recognize and appreciate the efforts of employees in
order to create satisfaction among them. It is required by every business to understand the needs
and expectations of its employees and making initiatives to satisfy them. It has been witnessed
that some employees directly get motivated with monetary rewards but usually employees that
are working at higher or middle level of organization are also interested in some of the non-
financial rewards. Every individual seeks for adequate opportunities for his growth and
development. Thus, companies are also required to provide training and development sessions to
workers in order to improve their skills and overall performance. Non-financial rewards are also
termed as intrinsic rewards and are termed as one of the best ways to encourage people in the
organization. Further, with the help of such kind of rewards, employees feel committed and
accomplish the given task in an effective manner. When efforts of workers are not appreciated
and recognized by management then it directly results in lowering down their morale and also
creates dissatisfaction among them. In addition to this, there are some serious issues which
organizations face such as high employee turnover, lower sales and profitability, reduction in
market share etc.
Efforts of workers have a direct impact on the overall performance of employees and
thus, every business is required to take care of their needs and demand. It has been observed that
money cannot fully satisfy the needs of people in company. Employees also possess some

psychological needs and organizations are required to understand this fact. Hard-working
workers get more satisfaction from non-financial rewards as compared to monetary rewards
provided to them. Further, rather than looking for bonus and incentives, they always seek for
recognition and appreciation of their efforts from the management of companies. Employees of
all ages and at all levels of organization strive for some intrinsic rewards along with the financial
rewards in order to perform well in the future. Thus, every business needs to ensure the fact that
both kinds of rewards are provided to the people in firm. This helps in lowering down the rate of
employee turnover and will also assist companies to achieve their aim and objectives in an
effective manner.
1.2 Background of organization
Marriott is one of the leading and most famous international chains of hotels. It offers
services of hotels and resorts in more than 80 countries of the world. Currently, the brand is
having a workforce of around 2, 00,000 employees. Thus, it is not easy for the hotel to manage
and retain employees at such a big level. It operates in hospitality sector which is highly
competitive and Marriott faces intense competition from the hotel such as Hilton and
Intercontinental hotel group. The hotel provides a wide variety of monetary and non-monetary
rewards which help in creating satisfaction among its employees and encourage them to perform
in a better way in the future. Further, at regular intervals, the efforts of workers are recognized
and appreciated by the management of hotel. This directly results in enhancing the overall
performance of employees and also helps in delivering fast, accurate and satisfactory services to
the guests. In hospitality sector, it is not easy for hotels to retain their customers and it can be
only done with the help of delivering satisfactory services to guests. Thus, Marriott has always
ensured the fact that its employees stay motivated and can deliver better services to customers.
Other than this, the hotels always try to provide flexible working hours and positive work
environment along with some monetary rewards to its staff members. This directly contributes in
boosting up the morale of employees and improves their performance as well. Maintaining and
managing employee’s performance has always been a crucial aspect for every business that
operates in the hospitality sector. Further, with the emergence of globalization, companies have
become more responsive towards their employees and take care of their each and every aspect.
The reward system of Marriott shapes its culture and also determines the behaviour of people in
hotel.

1.3 Aim and Objectives
Aim:
To assess the impact of non- financial rewards on the performance of employees - A case
study on Marriott, London.
Objectives:
 To identify the role of non-monetary rewards on motivation level of employees.
 To determine the link between employee’s performance and non-monetary rewards.
 To assess the significance of non- financial rewards in growth and development of
workforce within Marriott.
 To recommend the ways through which Marriott can enhance the performance of its
employees.
1.4 Rational of the Study
In the modern era, employees are termed as one of the most valuable asset of any
organization. It has been found that hospitality sector is one of the leading and growing sectors
of the world. Along with the growth, it also experiences a high rate of employee turnover. Some
of the major reasons behind this are low pat grade and inappropriate work timings. The main
reason behind selection of this organization is that Marriott is one of the leading international
chains of hotels which operate in many countries of the world. Thus, it will help to assess the
impact of non-monetary rewards on the overall performance of employees. Other than this, the
study will also make adequate contribution in the part of literature. The results and findings of
study will help the managers of businesses that are operating in hospitality industry to improve
the performance of employees with the help of some non-financial rewards. Further, it will also
assist in some of the academic areas which are related to employees in the hospitality industry.
Overall, it will help in exploring some of the new ways by using of which employee’s
performance can be enhanced and their efficiency can be increased.
1.5 Significance of the research
The entire study which has been carried out is useful at both academic and business level.
Further on academic level it can be used by various students, lecturers and teachers in order to
gain in depth knowledge regarding the role of non-financial rewards on overall performance of

employees. The study cover various aspects and ways using which employer can improve the
productivity and performance of their businesses. On the other hand, on corporate level the
findings of study can be help businesses operating in hospitality sector to become aware about
the role of non-monetary rewards. In addition to this, with the help of this managers can become
aware about several ways using which they can enhance performance of their employees and
make them more productive. Thus, it can be stated that this research is very helpful for corporate
level as well as on academic level.
1.6 Analysis and framework
The present study is in descriptive in nature where in the main of aim is to describe the
impact of non-financial rewards on performance of employees. Therefore, this research will help
in identification of the fact that how performance and overall productivity of people in
organization can be enhanced by using some non-monetary rewards. Other than this, inductive
approach has been used in this research as the findings will move from specific to generalized
form. The data has been collected from both primary and secondary sources. The primary
information is gathered with the help of a well-structured questionnaire which has been filled
from 5 service managers of Marriott. Positivism research philosophy has been used in this study
in order to get desired outcomes. On the other hand various books, online sources and journals
has been taken into consideration in order to collect secondary data. Both the sources have
assisted in collecting relevant information about the topic and has also helped in getting desired
outcomes. Purposive sampling has been used in this method in which the sample size is 20
employees of Marriott hotel. The data analysis is qualitative in nature as various themes has been
developed to interpret and analyse the information collected from primary sources.
1.7 Structure of the dissertation
Every researcher is required to adopt a suitable structure in order to carry out the study in
an effective manner and to get the desired outcomes. It provides a brief overview of complete
study which has been carried out. The proper structure of this dissertation is mentioned below as:
Chapter 1: Introduction
It is the first and most important chapter of study as it provides a brief idea about the
topic which has been selected for the research. Further, it also highlights some of the tools and
techniques which are used to carry out the study in the desired manner. Aim, objectives,

background of research, background of organization and rational are some of the important
topics which are covered in this chapter of the study.
Chapter 2: Literature review
This chapter plays a significant role in the overall success of research. Further, it reflects
the ideas, views and opinions of various authors regarding the topic of study. It can be stated that
this chapter plays an important role in completing the research as it directly contributes in the
achievement of its aim and objectives.
Chapter 3: Research Methodologies
Research methodologies are the chapter in dissertation which highlights the tools and
techniques which are used during research. It is required by every researcher to use suitable and
the most appropriate methodologies in order to carry out the investigation in an effective manner
and to get the desired results. Data collection, research philosophy, research approach, design,
data collection, ethical issues, reliability and validity are some of the major areas which are
covered in this chapter of dissertation.
Chapter 6: Data presentation and findings
Data presentation is the section of a dissertation in which all the information which has
been collected from various sources are presented. Further table and graphs are used in this
section to determine some correct findings and achieve the aim and objectives of the research.
Chapter 5: Data analysis
Data analysis is termed as one of the most important chapters of dissertation in which the
information collected from various kinds of primary sources is evaluated. Different themes are
developed in this chapter so that the information can be analyzed and the aim and objectives can
be achieved easily.
Chapter 6: Conclusion and Recommendation
It is the last and final chapter of study in which the entire findings regarding research are
concluded. It is also termed as one of the important chapters as in this, the researcher tries to
identify whether the aim and objectives of study has been achieved successfully or not. Other

than this, recommendations are provided to the organization which has been selected for the
research.

CHAPTER 2- LITERATURE REVIEW
Literature review is the second chapter of dissertation and it is termed as one of the most
crucial part of a dissertation. Further it highlights the view and opinions of various authors and
writers regarding the topic of the study. It helps a research to have a in- depth analysis of the
topic and accomplish the aim and objective in more effective manner. In addition to this,
literature review also help in gathering adequate and desired information for the study. Role of
non-monetary rewards in motivating employees, Link between employee performance and non-
financial rewards Role of non-financial rewards in growth and development of an organization,
Techniques adopted by hospitality companies to enhance employee performance are some of the
major topic covered in this part.
2.1 Role of non-monetary rewards on motivating employees
As per the views of Gagne and Deci, (2005) motivation can be termed as the method
which is used to encourage the employees and lead them to perform in a way which results in
rewards (Gagné and Deci, 2005). In the present scenario, reward system in an organization plays
an important role as it directly influences the behaviour of people. Every employee expects some
sort of monetary and non-monetary rewards against the efforts and services which they have
provided. In accordance with Akerlof and Kranton, (2005) one of the best to create satisfaction
among employees is by motivating them and taking care of their need and demand (Akerlof and
Kranton, 2005). It has been observed that the rewards system has direct impact on the overall
performance and motivational level of workers. Organizations find it very difficult to retain their
employees in the present scenario. Further, companies adopt various monetary and non-financial
techniques to boost up the morale and encourage them to work better in future.
In this aspect, various theories have been developed which helps businesses to identify
the ways by using of which it can motivate its employees. Maslow’s need hierarchy theory is one
of the most renowned and used theory. As per the views of Lin, (2007) theory is very true as it
covers both monetary and non-monetary rewards in order to motivate the employees (Lin, 2007).
Further, according to this theory, organizations need to understand that the needs and
expectations of employees that are working at different levels and different. Many organizations
fail to encourage the employees because they feel that the needs of each and every employee are
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same (Gagne and Deci, 2005). Workers at lower level always look for satisfying their
physiological and security needs whereas managers working at middle level seek for the
accomplishment of their social and esteem needs. Other than this, people at top level
management can be motivated by satisfying the needs of self-actualization.
Perry, Meschand Paarlberg, (2006) has stated that it is not necessary that all people in the
organization get motivated with monetary rewards (Perry, Meschand Paarlberg, 2006). Now a
day, along with such kind of rewards, employees also seek for non-financial rewards such as
caring attitude form employers, appreciation and recognition of their efforts. The relationship
between employer and employee determines the performance level of employees. Healthy
relation always results in the desired and positive outcomes whereas bad relation directly results
in getting the unfavourable outcomes. Delfgaauw and Dur, (2007) has observed that with the
help of non-financial rewards, organizations not only boost up the morale of people in company
but also increases the sales and profitability (Delfgaauw and Dur, 2007). A team of motivated
and productive employees directly helps businesses to achieve the competitive advantage. The
competition among businesses has become so intense that without effective workforce,
companies cannot survive in long run without achieving edge over other market players.
However De Jong and Den Hartog, (2007) argued that it is not easy for the organizations to
determine the ways by using of which it can create satisfaction among employees and encourage
them to perform better (De Jong and Den Hartog, 2007). In accordance with Bassett-Jone and
Lloyd, (2005) many of the public sector firms, enterprises have started to use non-financial
rewards as a source of motivating employees (Bassett-Jones and Lloyd, 2005).
Rewarding the employees against their performance is not an easy task and companies
are required to take care of various things. At the time of recognition and appreciation,
organization should not be biased and it should treat all workers equally. Main aim of non-
financial rewards is to appreciate the efforts of employees and encourage them to work in a
better way in future (De Jong and Den Hartog, 2007). The working hours provided by companies
also determine the degree of employee motivation. It has been observed that those organizations
which provided flexible working hours have highly motivated the employees (Improve
performance at work, 2015). Thus, it can be stated that flexible and comfortable working hours
can be a very good source of non-financial rewards which can be provided to employees. In
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accordance with Milne, (2007) money is not sufficient to motivate and encourage people in
organization and businesses in the modern era should implement some non-monetary tools
(Milne, 2007). Praise, achievement and responsibilities are some of the other forms of non-
financial rewards which can be provided to employees.
Bright, L., 2005 has evaluated that giving responsibilities to a person always act as a
great motivator and force him to perform well as per the desires of management (Bright, 2005).
Other than this, companies are also required to ensure the fact that equal chances of growth and
development are provided to each and every employee. It has been observed that when people in
organization do not find any kind of personal growth then they are not able to perform well and
their motivational level is also very low (Akerlof and Kranton, 2005). All the above mentioned
factors help employees to perform well and also create high degree of job satisfaction among
them. Thus, it directly results in enhancing the motivational level of employees and makes them
more productive.
2.2 Link between employee performance and non-financial rewards
Zack, McKeen and Singh, (2009) has observed that there is a direct link between
employee’s performance and non-financial rewards (Zack, McKeen and Singh, 2009).
Organization which provides such kinds of rewards always tends to have highly productive
employees. Main role of non-financial rewards is to appreciate and recognize the work and
efforts of people in organization. In such kind of situation, people have high morale and always
try to give their best as their efforts are recognized and appreciated by the management of
organization. On the other hand, when employee’s efforts are not recognized then it directly
results in lower down their performance and overall productivity. As per the views of Mason and
Watts, (2010) organization which recognized and appreciated the efforts of employee are easily
able to achieve their aim and objectives (Mason and Watts, 2010). Further, such businesses are
also able to attain competitive advantage and to survive in the long run.
In accordance with Kompaso and Sridevi, (2010) businesses now days face too much
issues and one of the major among those is acquiring the right human resources and retaining
them for the long term. Every organization is required to motivate its employees in order to make
them more productive and competent. It has been observed that workers give their best when
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they have feeling of trust towards employer. In addition to this, there are various factors which
directly affect the overall performance of people in organizations. Training and development
opportunities, rewarding policy and working conditions are some of the major factors. Darroch,
(2005) has asserted that the reward system has a direct relation with motivation. Further, it can
be defined as the driving force which encourages employees to give their best and perform in an
outstanding manner. One of the major advantages of motivation is that it assists the organization
to achieve its goals and objective in an effective manner.
As per the views of Neely Gregory and Platts, (2005) in order to gain competitive
advantage, it is required by companies to have a team of highly motivated and efficient
employees (Neely, Gregor and Platts, 2005). In addition to this, organizations are required to
have a well-structured reward system so that it can encourage people to deliver high
performance. It is not easy for businesses to develop a reward system and they have to take care
of various aspects. Employer should not be biased at the time of providing monetary or non-
monetary rewards to the workers. Thus, it can be stated that rewards system should be an
integrated part of every company's overall business strategy. It has been found that most of the
organizations give more attention to monetary rewards and they neglect the fact that non-
financial rewards are also necessary. Wier, Hunton and Hassab Elnaby, (2007) has detailed that
non-monetary rewards create a sense of satisfaction among people in organization by
recognizing and appreciating the efforts of employees (Wier Hunton and Hassab Elnaby, 2007).
Non-financial rewards can be termed as those benefits which a worker receives from employer
above and beyond his/her compensation package. Every organization needs to ensure the fact
that its reward system offers both monetary and non-monetary rewards to workers. Further,
external rewards such as adequate salary, bonus at regular intervals and incentives are sufficient
to enhance the performance of people in organization (Ismail Al-Alawi, Yousif Al-Marzooqi,
and Fraidoon Mohammed, 2007). In addition to this, positive attitude from employer, job
rotation, application and recognition are some of the intrinsic rewards which can be provided by
companies.
However Shepherd and DeTienne, (2005) argued that the satisfaction level of those
employees which get non-financial rewards along with the monetary rewards is generally very
high (Shepherd and DeTienne, 2005). Further, it creates satisfaction among workers as they feel
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that they are doing something worthy. It can be also stated that reward system is one of the best
ways to make employees more creative and efficient.
According to Cardinaels and van Veen-Dirks, (2010) when companies offer non-financial
tools such as benefits for family and individual it directly impact the perception of employee
(Cardinaels and van Veen-Dirks, 2010). Further he start perceiving that the firm is very caring
and supportive towards its human resources. It has been found that those organizations which do
not not provide non-monetary rewards to workers are not able to achieve their aim and objectives
in effective manner. Further such businesses are also not capable of gaining competitive
advantage over other market players. In such companies the employee are less motivated,
productive and also have low morale. Bright, (2005) has asserted that recognition is one of the
most effective and powerful tool which is used by businesses to drive and enhance the
performance of people in organizations (Bright, 2005). Further employer needs to ensure the fact
that the efforts of workers are recognized at regular intervals in order to create high level of
satisfaction among them (Mason and Watts, 2010). Other than this, while recognizing the efforts
one needs to take care of the fact that the recognition is specific and adequate in every aspects.
Therefore, it can be stated that there is a direct relation between non-financial rewards and
employee performance. In addition to this the performance level can be easily enhanced by using
some non-monetary tools of rewarding.
2.3 Role of non-financial rewards in growth and development of an organization
Incentive can be termed as the source which encourages people in a company to give
their best and beyond expectation towards accomplishment of goals and objectives. It has been
found that the non-financial rewards directly motivates and increases the performance of
employees (Burney, Henle, and Widener, 2009). In modern era, hospitality industry of the world
is very competitive and has many large and small companies which are competing with each
other. Thus, it is not easy for businesses which operates in hospitality industry to gain
competitive advantage and retain customers in long run. Kompaso and Sridevi, (2010) has stated
that hotels are required to bring innovative and new services at regular interval so in order to
attract new customers and retain the old ones (Kompaso and Sridevi, 2010). It has been
witnessed that in hotels employee's and staff members are the one which comes in direct contact
with the customers. Therefore, it is required by every hotel whether large or small to have a team
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of highly motivated and productive employees. One of the major advantage of this is that it will
assist hotels to understand the need and demand of guest in specific manner and deleter services
according to the same (Marimuthu Arokiasamy and Ismail, 2009).
On the other side Karaev, Lenny Koh and Szamosi, (2007) has evaluated that it is not
easy for businesses such as hotels to have highly motivated and productive employee (Karaev,
Lenny Koh and Szamosi, 2007). Organization needs to take some important steps in order to
create high degree of job satisfaction among workers. Thus, in this aspect non-financial reward
system can play a very crucial role. At present hospitality sector in the world is having the
highest rate of employee turnover and there are many reason behind this fact. Inappropriate work
timings and no recognition of employee efforts are some of the main reason among all of them.
Hotels cannot achieve competitive advantage and higher profits in long run with a team of less
motivated and unsatisfied employees. As per the view of one of Wier Hunton and HassabElnaby,
(2007) the best way to lower down the rate of employee turnover is by using non-monetary
reward system as a part of overall business strategy (Wier Hunton and HassabElnaby, 2007).
With the help of this, hotels will be able to motivate employees by recognizing and appreciating
their efforts. Other than this, non-financial reward will be have direct impact on the overall
performance of organizations. It will help in retaining the employee which is one of the most
importation asset on any company. Further hotels will be able to understand the changing taste
and preference of people in market. This will directly results in delivering high quality, accurate
and satisfactory services.
Auer Antoncic and Antoncic, (2011) has observed that a team of highly motivate
employees are always able to understand the need and demand of guest in hotel (Auer Antoncic
and Antoncic, 2011). Therefore, delivering services according to the same not only helps in
retaining customers but also helps in achieving competitive advantage. Two organizations can
have same structure, marketing and financial resources but what makes one organization differ
from another is its human resources. The non-financial rewards also supports in providing
training and development to staff members. This results in enhancing the skills of employees and
make them more competent. It is required by every organization to train their workers at regular
interval (Grafton, Lillis and Widener, 2010). With the change in technology and market trends
employee are required to stay up graded and advance in every aspect of business. According to
16

Marshall and Harrison, (2005) one of the main advantage of training sessions is that it creates a
sense of satisfaction among workers and they feel that that the company is really taking care of
them (Marshall and Harrison, 2005). Other than this, it also assist employees to find better
opportunities for future growth and development. Therefore, it can be stated that non-financial
rewards directly improves the effectiveness and productivity of human resource in organization
which results in achievement of aim and objectives in far better way.
On the other side Burney, Henle and Widener, (2009) argued that businesses in
hospitality sector fails to understand the need and demand of their employees which directly
creates dissatisfaction among them (Burney, Henle and Widener, 2009). In addition to this,
management sometimes thinks that monetary rewards are enough and adequate to motivate
people and thus, neglects the importance of non-monetary rewards. It has been witnessed that
along with incentives and bonus workers also strives for appreciation form the management
against their efforts. Now a days many brands in hotel have started using non-financial rewards
to motivate employee and encourage them to give their best towards accomplishment of the aim
and objectives. It has increased the overall productivity of such hotels and have also helped in
retaining employees as well as all customers. As per the view of Karaev Lenny, Koh and
Szamosi, (2007) promotion is one of the major tool of non-financial rewards which can be used
by hotels (Karaev, Lenny Koh, and Szamosi, 2007). The main advantage of using this tool is that
it not only motivate the individual which has been promoted but also encourage other people to
give their best. In addition to this, both employee and organization get benefited from such kind
of reward tools. It can be stated that promoting an employee which is performing really well
helps an organization to improve its overall effectiveness.
Every employee in organizations expects senior management to recognize and appreciate
his/her outstanding contribution in achieving the aim and objective of company. Further if the
efforts are not recognized then the employee feel very low and he will not try to give his best in
future. Thus, businesses are required to ensure the fact that effort and hard-work of each and
every employee is noticed and appreciated. Darroch, (2005) has observed that most of the
employees in hospitality sector feels that there are no opportunities for growth and development
as compared to what other industries in the world are offering (Darroch, 2005). Thus, it
encourage people working in this sector to switch to other potential sectors. Therefore, it can be
17

stated that non-financial rewards are one of the best way to increase the overall performance of a
company and it also assist in future growth and development.
2.4 Techniques adopted by hospitality companies to enhance employee performance
As per the view of de Grosbois, (2012) in modern era, every organization seeks for
different ways using which employee performance can be enhanced (de Grosbois, 2012). It has
been found that businesses in hospitality industry can gain competitive advantage only with the
help of effective and high performing workforce. Employee are termed as one of the most
important assets of any organization and thus companies are required to take care of each and
every aspect of employees. Ottenbacher and Gnoth, (2005) has stated that in order to lower down
the employee retention rate, hotels are required to understand the need and demand of workers
(Ottenbacher and Gnoth, 2005). Further efforts of management should be directed towards
satisfaction of the same. It has been observed that companies in hospitality industry use various
kind of motivation theories in order to encourage staff members to give their best (Ottenbacher
and Gnoth, 2005). In addition to this, some uses monetary rewards in form of bonus and
incentives to employees whereas other companies provide some non-financial rewards to
motivate workforce.
As per the view of Punjaisriand and Wilson, (2007) motivation is one of the major
driving force which encourage each and every member in staff to give outstanding contribution
in achievement of short and long term objectives of a company (Punjaisri and Wilson, 2007).
Some of the hotels also provide better and hygienic working conditions to employee so that they
can stay positive and perform well. Other than this, it has been also observed that many hotels
has employed coaching in as a integrated part of their overall strategy (Shepherd and DeTienne,
2005). The aim of coaching is to provide training and guide employees in order to improve their
overall efficiency. Further it is a process in which workers are being trained and guided under the
supervision of their senior or industrial experts. Therefore, hotel provide training sessions to their
staff members which directly results in enhancing their skill sets (Chan and Wong, 2006). The
employees become more effective in dealing with the customer and are also able to deliver
quality and accurate services to them. Thus, it can be stated that
According to Sun, Aryee and Law, (2007) many hotels have implemented an effective
performance appraisal system in their management in order to overcome the issue of employee
18

turnover (Sun, Aryee and Law, 2007). Further it can be defined as the process in which workers
are appraised by senior management against their outstanding contribution. One of the main
advantage of such system is that it directly results in increasing the satisfaction level of employee
and also encourage to perform more better in future (Lam, Cho and Qu, 2007). It has been
observed that those hotels which do not appreciate and recognize the efforts of their human
resources tends to have high rate of employee turnover and also have high number of dissatisfied
workers. Further it directly impacts the overall operations of organization and creates hurdle in
its growth. Hu, Horng and Sun, (2009) has explained that some of the famous hotel brands are
well aware of the importance of human resources in organization (Hu, Horng and Sun, 2009). In
addition to this, these businesses know that they cannot survive and grow in long run without
having effective workforce. Thus, they always look forward to provide better working
conditions, training and development sessions, opportunities for growth and development and
various monetary and non-monetary rewards to their employees (Marshall and Harrison, 2005).
19

CHAPTER 3-RESEARCH METHODOLOGIES
It is the third section of the dissertation which includes various tools and techniques used
by a researcher in order to accomplish the aim and objectives for a research (Mackey and Gass,
2013). Further it is required by every scholar to use right and suitable methodologies so that
desired findings can be obtained. This helps in developing a strong data base regarding the topic
of study. Thus, it can be stated that the part of research methodologies plays a very crucial role in
carrying out a study in most effective manner (Herr and Anderson, 2014). Some of the main
topics which are covered in this section are data analysis, sampling, research design, philosophy,
approach etc.
3.1 Research philosophy
Research philosophy is defined as the belief of a scholar regarding how he is going to
gather, analyse and use data for the study. One of the main advantage of philosophy is that it
assist researcher to acquire deep knowledge regarding the study which has been carried out.
Other than this, research philosophy also assist in gathering large and sufficient amount of
information in order to develop a valid conclusion of the study (Naoum, 2012). Interpretivism
and positivism are the some of the most common philosophies which are used by scholars.
Further those researches which aim at analzing a particular situation of a businesses uses
interpretivism philosophy (Bloomberg and Volpe, 2012). On the other hand, positivism
philosophy is applied on studies which are used in which data is collected usually from a very
large sample size.
In the present study interpretivism philosophy is used as the study is qualitative in nature.
This has helped in understanding the impact of non-financial rewards on the performance of
employee. It has also assisted in getting aware about the significance of such kind of reward
system in organizations. Interpretivism philosophy has helped the scholar to get the most desired
and best possible outcomes for the topic of the study.
3.2 Research approach
Research approach is defined as a element of a study which provides right direction to a
scholar in carrying out his study in most effective manner. Further it assist in collecting and
analysing information regarding research (Silverman, 2013). Inductive and deductive are some
of the most common approaches which are used in any kind of research. Deductive approach is
20

used when the topic moves from general to more specific sense. In addition to this, it is also
termed as top to down approach of a research. On the other hand, when study moves from
specific to generalize sense then inductive approach is implemented (Zink, 2012). Such kind of
approach also involves degree of uncertainty which is required to be taken care by a researcher.
Inductive approach has been used in the present study as the findings are moving form
specific to general form. Further observation of the information collected from various sources is
done. The research is qualitative in nature therefore, it can be termed as this approach is more
suitable and appropriate.
3.3 Research design
Research design is the framework of a study which is used by a researcher in order
achieve accurate findings along with accomplishment of the aim and objectives. In addition to
this, it involves a proper arrangement of the information which has been gathered and evaluated
by a scholar (Marsh and White, 2006). Some of the common research design are descriptive,
exploratory, cause and effect, case study and experimental. Exploratory design is used in the
researches which aims at explore the elements of a study (Hsieh and Shannon, 2005). On the
other hand, when a study is based on cause and effect then casual design is used. Experimental
researchers includes some kind of experiments whereas when the researcher is required to
describe the elements of study then descriptive design is used (Patton, 2005).
In the present study descriptive research design is selected as the aim of this study is to
asses the role of non-financial rewards on performance of employees. Therefore, various
elements of the study has been described to get the desired outcomes. This design has helped in
collected a lot of information about the topic of the study.
3.4 Data collection
Data collection is the process in which a scholar gathers information about the topic of
study. Further in this process one needs to be very careful at the time of selecting the sources
from where the data will be collected (Sekaran, 2006). Primary and secondary are the two main
and most common sources of gathering information. Secondary data is the information which has
been collected by someone else. Further the findings and observation of other researchers are
used by a scholar in order to derive conclusions. There are some adjustment which needs to be
made in secondary data as per the need and requirement of a scholar (Bryman, 2006). One of the
21

main advantage of using such sources is that it so not consume much time. On the other hand,
primary data is termed as original or unique information which has been collected by a scholar
himself. It is more reliable as well as costly source of data collection.
In the present study both the sources has been taken into consideration. The primary data
has been collected with the help of a well structured questionnaire which has been filled by 20
employees of Marriott. The workers have provided relevant and accurate information regarding
the relationship between employee performance and non-financial rewards. On the other hand,
various secondary sources of such as books, journals and online articles has been taken into
considerations.
3.5 Research method
Research method is the way or path using which a scholar collect, analyse and use the
information. A researcher has to be very careful and he is required to select the most suitable
method to carry out his study (Johnson, Onwuegbuzie and Turner, 2007). Qualitative and
quantitative are some of the research method which are generally used. Those studies in which
the data or information is present in numeric form use quantitative methods whereas non-
numeric researches uses qualitative methods.
In the present study qualitative method has been used as the data is present in non-
numeric form.
3.6 Sampling
It is a process in which few individuals are selected form a large group in order to get
some relevant information about the topic of research (Krauss, 2005). Further the information
collected is analysed by a researcher in order to get accurate findings and achieve the aim of
research. Probabilistic and non-probabilistic are the two common method of sampling which are
used in any kind of research. Stratified, systematic and random sampling are some of the
common techniques which are used in probabilistic sampling method. On the other hand,
convenience, purposive and snowball are the techniques which are used in non-probabilistic
sampling method (Leech and Onwuegbuzie, 2007). Further depending upon the need and nature
of a research a scholar is required to use appropriate sampling method and technique.
In the present study purposive sampling is chosen in which employees of Marriott are
the sample. Other than this, the sample size is 20 employee from which relevant data has been
22

collected regarding the relationship between non-financial rewards and employee performance.
The information collected has assisted in finding the actual link between the both and ways in
which employee performance can be enhanced. One of the main advantage of using purposive
sampling is that it has helped in ensuring the fact that proper representation of the universe has
been done. Along with this, it also makes sure that there has been no baisness done during the
entire research. Purposive sampling has resulted in getting some accurate results by avoiding all
the irrelevant items form the study.
3.7 Ethical issues
Every researcher is required to take care of the fact that all the ethical aspects has been
taken into consideration. Further it helps a scholar to define the difference between what is right
and what is wrong. In the present research all the ethical aspects are taken into account. The
scholar has not done any kind of biasness at the time of collecting and evaluating the
information. In addition to this, the information has not been revealed to any other party and has
been used only by the researcher. The privacy of data is maintained in the best possible manner
and the prior permission has been taken from all the employees of Marriott before approaching
them. The aim and objective are communicated to respondents so that the best and accurate
answers can be obtained regarding the topic of the study.
3.8 Reliability and validity
Every scholar needs to ensure the fact that the study which has been carried out by him
can be termed as reliable and valid. Reliability means that the findings of study can be trusted
upon whereas validity means that the study is logical in every sense. Reliability issue are arises
in situations when a scholar forgets to take precautions at the time of collecting and evaluating
the information. It has been also observed that in case of reliable and valid studies it becomes
very easy for a scholar to achieve the aim and objectives.
The present study can be termed as reliable as well as valid because only authentic
sources has been used to collect the data. The researcher has taken care of all the aspects at the
time of collecting, analysing and using the information collected from various sources. Other
than this, books, journals and online articles which are published after the year 2000 has been
considered. At the time of carrying out this study, the scholar has already taken various kinds of
corrective measures so that the validity and reliability issues do not arise.
23

3.9 Limitations
At the time of carrying out the entire study there were many limitations which has been
faced by the researcher and it has affected the complete research. Time can be termed as one of
the major and biggest limitation. The data has been collected from the employees of Marriott
which and thus, the researcher was not having adequate time to approach 20 employees. In
addition to this, cost has been also one of the major limitations. The budget was limited and
researcher has completed the entire study in that budget only. The entire study is focused on non-
financial rewards and their impact on employee performance. Further it can be stated that the
scope of study was also limited as non-monetary rewards cannot be termed as the only thing
which can enhance employee performance in organization.
3.10 Appropriateness of research design
The research design which has been selected can be termed as appropriate and the most
suitable one. The main reason behind this is that the aim of research was to asses the impact of
non-financial rewards on performance of employees. Therefore, it can be stated that this design
has helped in describing various elements of study and get the most desirable outcomes. Other
than this, it has assisted in carrying out in depth analysis and investigation of the topic which has
resulted in accomplishment of the aim and objectives of the research.
24

CHAPTER4-DATA PRESENTATION AND FINDINGS
It is the fourth chapter of dissertation in which the information gathered form primary
sources has presented in the form of tables and charts. In this section the information which has
been collected from 20 employee's of Marriott has been presented. This has helped in
accomplishment of the research aim which was to assess the impact of non-financial rewards on
the performance of employees within organization. The information has been presented in the
form of tables and charts so that it can be further analysed in the next section of the dissertation.
Theme 1
What are the non-financial rewards
which motivates you?
Number of
respondents Percentage
Appraisals 6 30
Recognition 3 15
Promotion 8 40
Training and development 3 15
Theme 2
Are you satisfied with the rewards policy of
Marriott?
Number of
respondents Percentage
Extermly satisfied 4 20
Satisfied 12 60
Moderate 1 5
Dissatisfied 2 10
25
Appraisals Recognition Promotion Training and development
0
1
2
3
4
5
6
7
8
9
What are the non-financial rewards which motivates you

Extermly Dissatisfied 1 5
Theme 3
Do you think that non-financial incentives play
major role in motivating you?
Number of
respondents Percentage
Strongly agree 12 60
Agree 3 15
Neutral 1 5
Disagree 3 15
Strongly disagree 1 5
26
Are you satisfied with the rewards policy of Marriott
Extermly satisfied
Satisfied
Moderate
Dissatisfied
Extermly Dissatisfied

Theme 4
Non-monetary rewards contributes in
individual's growth and development
within organization?
Number of
respondents Percentage
Yes 17 85
No 3 15
27
Do you think that non-financial incentives play major role in motivating you
Strongly agree
Agree
Neutral
Disagree
Strongly disagree

Theme 5
There is a direct relation between non-financial
rewards and employee's performance
Number of
respondents Percentage
Strongly agree 13 65
Agree 3 15
Neutral 0 0
Disagree 2 10
Strongly disagree 2 10
28

Theme 6
What are the ways which has been adopted by the
hotel to enhance employee performance?
Number of
respondents Percentage
Non-financial rewards 5 25
Financial rewards 5 25
Training and development sessions 3 15
Motivating employees 2 10
Better working environment 5 25
29

Theme 7
Marriott is not partial at the time of
rewarding employees against their
performance?
Number of
respondents Percentage
Yes 18 90
No 2 10
30

Theme 8
Marriott provides equal growth and
development opportunities to all its
employees? Number of respondents Percentage
Strongly agree 9 45
Agree 4 20
Neutral 3 15
Disagree 3 15
Strongly disagree 1 5
31

Theme 9
Do you think that non-financial
rewards improves the overall
productivity of Hotel? Number of respondents Percentage
Yes 14 70
No 6 30
32

Theme 10
Rewards directly encourage you and
enhances your performance? Number of respondents Percentage
Strongly agree 13 65
Agree 3 15
Neutral 0 0
Disagree 3 15
Strongly disagree 1 5
33
Rewards directly encourage you and enhances your performance
Strongly agree
Agree
Neutral
Disagree
Strongly disagree

Theme 11
Non-monetary rewards leads to job
satisfaction? Number of respondents Percentage
Yes 16 80
No 4 20
34
Yes No
0
2
4
6
8
10
12
14
16
18
Non-monetary rewards leads to job satisfaction

CHAPTER5: DATA ANALYSIS AND DISCUSSION
Data analysis is another important chapter of a dissertation in which the information
which has been collected from the various primary sources has been evaluated in order to gain
suitable findings. The information which has been gathered form 20 employees of Marriott has
been analysed in this section. It is required by a scholar to be very careful while evaluating and
analysing the information. One of the main advantage of this is that it helps in accomplishment
of the research aim and objectives in effective manner.
Theme 1: Promotion is one of the major non-financial reward which motivates employees of
Marriott
The findings of study highlights the fact that promotion is the major form of non-
financial rewards which encourages employees of Marriott to give their best. Further out of the
total 20 respondents 40% agree with the above stated fact. 30% of the respondents believes that
performance appraisal helps them motivate themselves whereas 15% said that recognition of
their efforts encourage them. The remaining 15% states that training and development makes
them stay motivated. Therefore, it can be said that non-financial rewards directly affects the
motivation level of employees in organization. The findings of secondary data also reflects the
same thing that non-monetary rewards such as promotion, appraisals, recognition and training
creates a sense of satisfaction among workers. Various authors have explained the same thing
that when employees receives non-financial rewards they feel that their efforts and hard work has
been recognized and it results in motivating them. Majority of respondents feels that when they
get promoted, a sense of satisfaction is developed among them and they try to give their best in
future. Some of the employees said that when training sessions are provided to them, they start
feeling that the hotel is really taking care of their personal growth and development.
Theme 2: Employees are satisfied with the reward policy of Marriott
From the information gathered it has been observed that most of the employees are
satisfied with the reward policy of Marriott. Out of the total 20 respondents, 60% agree with the
fact that the policy is very satisfactory whereas 20% of them were extremely agree with the
same. The hotel has designed an effective reward system in which the efforts of employee's are
recognized and appreciated after every 6 months. Marriott is well aware of the fact that the
hospitality sector has the highest rate of employee turnover. Thus, in order to reduce the same, it
35

has developed a effective reward policy. At the time of framing policy, the hotel has taken
suggestions from the employee. It has resulted in making the workers feel important and
valuable for the organization. Further all the suggestions and views of employees has been taken
into consideration at the time of making the reward policy. It has been also observed that 5% of
the total 20 employee where moderate and they were not able to determine whether the policy is
satisfactory or not. On the other hand, 10% of the employee where dissatisfied and the remaining
5% where extremely dissatisfied with the policy. The workers feels that Marriott is required to
improve its reward system and policy. Further they also believes that sometimes their hard work
and efforts are not recognized at its best and it has lower down their overall productivity.
Therefore, it can be said that the kind of reward system which has implemented by an
organization directly affects the satisfaction level of employee and their productivity.
Theme 3: Non-financial rewards play a major role in motivating employee
The data collected from various sources reflects the fact that non-financial rewards play a
major role in motivating employees. Out of the total 20 employee of Marriott, 60% of the
respondents are satisfied with the above stated fact and 20% are extremely satisfied with the
same. The employee feels that sometimes monetary rewards are not sufficient and non-monetary
rewards are required to create sense of satisfaction among them. It has been found that along
with some financial rewards when workers receives some non-financial rewards, it directly
results in boosting up their motivational level. Further when the employees are trained,
appreciated and promoted, it directly leads to increasing their overall productivity and efficiency.
The findings are highlights that 5% of the respondents were neutral and they were not been able
to determine whether non-financial rewards motivates them or not.
Other than this, 10% of the total respondents disagree with the fact and the remaining
5% were strongly disagree. They feel that financial reward are the major sources which
motivates and encourage them to perform and give their best. In addition to this, these
employee's believes that financial rewards such as bonus and incentives improves overall
productivity and makes them more effective. The findings of secondary data also highlights the
same thing in which various authors has concluded that both non-financial and financial rewards
play a major role in enhancing the motivational level of employees. Many authors argued that
along with monetary rewards, organization should also try to provide non-financial rewards to
36

employees. This results in creating a sense of satisfaction among workers and also help them to
stay motivated.
Theme 4: Non-monetary rewards contributes in individual's growth and development within
organization
The findings of study highlights the fact that non-financial rewards has resulted in
individual's growth and development within workplace. Majority which is 85% of the total 20
respondents feels that with the help non-monetary rewards they have enhanced the chances of
their future growth and development. One of the major source non-financial rewards is
promotion which directly increases the chance of better opportunities in future. Further it
increases the salary and designation of a employee which helps in his personal growth and
development. On the other hand, 15% of the total respondents believes that non-monetary
rewards do not assist in their growth and development. The findings of secondary data also
reflects the same thing in which various authors have concluded that non-financial rewards
increases the chances of individual's growth and development. The training and development
sessions which are provided to workers in organization as a part of non-financial rewards
enhances their skills.
One of the main reason behind high employee turnover rate in hospitality industry is that
people do not find adequate opportunities to grow and develop. Thus, organizations nowadays
try to identify the weakness of employees and provide training to overcome the same. In addition
to this, such sessions also results in enhancing communication and various other kinds of
interpersonal skills of people within organization. This results in making them effective and
efficient and directly contributes in improving their chances of better growth and development
opportunities in future. It has been observed that non-financial rewards directly enhances the
overall motivation level and productivity of people within workplace. Marriott provide training
to its employees at regular interval which not only makes its staff member’s productivity but also
helps in increasing and improving the level of customer satisfaction. A team of high productive
employee's is always able to provide services as per the need and demand of guest in hotel. This
makes their work more effective and assist them in finding better opportunities in future.
Theme 5: There is a direct relationship between non-financial rewards and employee
performance
37

From the information gathered it has been observed that there is a direct relationship
between non-monetary rewards and performance of workers. Out of the total 20 employees of
Marriott, 65% strongly agree with the above stated fact. Whereas 15% agree with the same that
there is a direct link between the both. It has been found that when employee's in a organization
receives various kinds of non-financial rewards then it results in improving their performance.
The employee's feels that when their work and efforts are recognized and being appreciated by
the management of hotel then they directly gets encouraged to perform better. In addition to this,
it also results in delivering better and satisfactory services to customers of hotel. Other non-
financial rewards such as training and development sessions aims at improving the skills of
workers. Thus, such kind of rewards directly results in improving the overall performance of
people in organization. The information collected from various secondary sources also highlights
the same fact. Various authors has asserted that non-financial rewards has a direct impact on the
performance of people within organization.
The hospitality industry of the world is highly competitive and it is very important for
businesses to retain their employee's in order to gain competitive advantage. Information
collected from various secondary sources also highlights that those organization which do not
provide any kind of non-monetary rewards to their workers have high rate of turnover. Further
the employees are not able to perform well due to this and the organization is not able to deliver
satisfactory services to customers. Thus, it can be stated that in modern era, non-financial
rewards has directly relationship with employee's performance. On the other hand, 10% of the
respondents disagree with the fact and the remaining 10% were strongly disagree. These workers
believes that it is not necessary that an individual may perform well after getting non-financial
rewards. Further them feels that employee's performance rely upon their skill set and capabilities
and organizations should seek for the ways to enhance the same.
Theme 6: There are different ways which has been adopted by Marriott to enhance employee
performance
From the primary data collected it has been found that Marriott has employed various
ways in order to enhance the performance of its staff members. 25% of the total 20 respondents
feel that the hotel provide non-financial rewards to improve the performance whereas the other
25% believes that it provide monetary rewards to boost up the same. Thus, it can be stated that
38

the hotel is well aware of the fact that employees are one of the most important and valuable
asset of organization. Various kinds of monetary and non-financial rewards are provide by
Marriott in order to create sense of satisfaction among its workers and improve their
performance. On the other hand, 15% of the respondents believes that the hotel provide training
and development sessions to enhance performance of its staff members whereas 10% of them
feels that the hotel always try to motivate its employee's regarding the same. The remaining 25%
said that Marriott has provided them with a very positive and healthy working environment
which has enhanced their performance. The information collected form secondary sources also
reflects the same thing in which various authors have stated that organization should always seek
for the ways using which it can make its human resources more productive and boost up their
performance. Further businesses are required to develop a satisfactory reward system which
should include both non-monetary and monetary rewards.
Other than this, many authors have explained that training session play a very important
role in success of an organization. Further companies are required to provide training at regular
interval so that employee's performance can be enhanced. Other than this, the findings of
secondary data also explains that motivation and better working environment plays a significant
role in improving the performance of people at workplace. Non-financial rewards has a direct
impact on the performance of employees and the recognition of an individual's efforts
encourages him to give his best in coming future. Thus, it can be stated that Marriott is well
aware of the above stated all the factors and has employed various ways to enhance the
performance of its workers.
Theme 7: Marriott is not partial at the time of rewarding its employee's
The findings of the study reflects the fact that Marriott is not partial at the time of
rewarding its employee. Out of the total 20 respondents, majority 90% agree with the above
stated fact. Further the worker believes that equal growth and development opportunities are
provided to each and every employee of the hotel. Marriott has always taken care of the need and
demand of its human resources and has always tried to satisfy the same. It has been observed that
the hotel has provided non-financial and financial rewards based on the performance of
employees. Further it has always ensured the fact that there should be no biasness at the time of
evaluating the performance of workers. The findings from secondary sources also highlights the
39

same thing in which various authors have stated that at the time of providing rewards companies
are required to take care of the fact that there is no partiality done. One of the biggest
disadvantage of this is partiality lower down the morale of employee and sometimes also
encourage them to quite their job. It is a great loss to organization and thus, should be well taken
care of. Businesses cannot survive in long run with a high rate of employee turnover. Only 10%
of the total 20 employees feels that the hotel becomes partial at the time of recognizing and
appreciating their efforts and hard work.
Theme 8: The hotel provides equal growth opportunity to all its employees
The findings of research reflects the fact that out of total 20 respondents, 45% strongly
agree with the fact that Marriott provides equal growth opportunity to all its workers. 20% of the
respondents agree with the same whereas 15% of them were neutral. On the other hand, 15%
were disagree and the remaining 5% of the total 20 employees were strongly disagree with the
above stated fact. It has been observed that one of the main reason why individual's love to work
with Marriott is that it provides equal and adequate growth opportunities to all of them. Training
and development sessions are organized for the staff members so that their skills can be
enhanced and they can get better employment opportunities in the coming future. The results of
secondary data also point outs the same thing in which various authors have said in order to
lower down employee turnover rate businesses are required to provide better opportunities for
growth and development.
Theme 9: Non-financial rewards improve the overall productivity of the hotel
The data collected from various respondents reflects the one of the main advantage of
using non-financial reward policy is that it results in improving the overall productivity of hotel.
Out of the total 20, 70% of the respondents feels that the non-financial policy has resulted in
motivating them and improving their skill set. Thus, they are now able to deliver high quality and
satisfactory services to guest. Further, it has also helped the hotel to achieve some of its short
term goals and objectives in effective manner. The data which has been collected from various
secondary sources also explains the same thing that non-financial rewards results in job
satisfaction and employee motivation. Other than this, it encourages people in organization to
give their best towards the accomplishment of its aim and objectives. Thus, it enhances the
performance of employee and overall productivity of businesses. On the other hand, 30% of the
40

total 20 respondents feels that productivity of Marriott get increased by how well it understand
the need and demand of its customers and deliver products and services according to the same.
Theme 10: Rewards play a very important role in enhancing the performance of employees of
Marriott
From the data collected it has been observed that rewards directly results in enhancing the
performance of people within organization. 65% of the total 20 respondents strongly agree
whereas 15% of the employee agree with the above stated fact. They feel that rewards system are
one of the best way using which businesses can improve and enhance the performance of its
workers. Further they said that sometimes organizations thinks that monetary rewards are
adequate in improving the performance but both kinds of rewards are necessary. On the other
hand, the findings of secondary data also explains the same fact that most of the companies
neglects the role of non-financial rewards in organization.
When efforts of an individual are recognized and appreciated in front of other employee,
it creates a sense of job satisfaction among them. Along with them, it also encourage them to
give their best in future which can help a company to gain competitive edge over other market
players. On the other side of this, 15% of the employees are disagree with the fact and the
remaining 5% strongly disagree with the same. These employees feels that rewards cannot be
termed as the factor which enhances the performance of people within organization.
Theme11: Non-monetary rewards leads to job satisfaction
The findings of research highlights the fact that non-financial rewards are one of the
major source of job satisfaction. Out of the total 20, 80% of the respondents agree with the fact
that when they receive non-monetary rewards a sense of job satisfaction is developed among
them. The results of secondary data also reflects the same thing in which various authors has
stated that it is required by businesses operating in hospitality sector to implement non-financial
reward policy. It has been found that most of the hotels never appreciate the efforts and
contribution towards accomplishment of organization aim and objectives. In short run, an
individual may ignore the fact that his efforts has been neglect but it long run it encourages him
to switch to another job. Therefore, Marriott has always taken care of this thing and has always
recognized and appreciated the efforts of its employees. On the other side of this, 20% of the
total respondents feels that non-financial rewards do not leads to job satisfaction. Employee
41

employer relationship, nature of job and good pay scale are some of the major factors which
develops a sense of job satisfaction among people within organization.
42

CHAPTER6: CONCLUSION AND RECOMMENDATION
Conclusion and recommendation is the last chapter of a dissertation. Further it is the
section in which a researcher determines whether the aim and objectives of a research has been
accomplished or not. Other than this, it covers some recommendation which can be used by
Marriott in order to grow and develop in long run.
6.1 Conclusion
From the data analysis and Literature, it can be concluded that non-financial rewards have
direct impact on the performance of employee's within organization. Every business is required
to develop and adopt an effective reward system using which it can increase the productivity and
efficiency of its employees. In order to survive in long run and gain competitive advantage over
other market players, businesses in hospitality industry are required to retain their employees. It
can be concluded that one of the major factors which leads to high rate of employee turnover is
that the efforts of individual's are not recognized. Thus, with the help of non-financial reward
system hotels can lower down the rate of their employee turnover. From literature review of the
study it can be stated that non-monetary rewards play very important role in motivating people
within organization (Improve performance at work, 2015). Every employee expects that his hard
work, dedication and efforts are recognized and appreciated by the management. When such
kind of expectation is not satisfied then the morale and energy level of worker become very low.
In short run, they somehow manage to overcome this, but when it comes to long run, the
employee start believing that it is better to quite the job and find another one. It can be also
concluded that high rate of employee turnover is one of the biggest lost to an organization.
Therefore, companies are required to take corrective steps and overcome this issue by
appreciating the efforts of an individual.
Form the data analysis it can be stated that Marriott is well aware of the importance of
human resources in organization and has developed a very effective reward system and policy.
The hotel appreciate the hard work and efforts of employee working at all level of management
at regular interval. This has not only helped in lowering down the rate of employee turnover but
has also increased overall efficiency of the hotel. Form the above study it can be also concluded
that there is a direct relationship between non-financial rewards and employee performance. The
data provided in literature review highlights the fact those organizations which provide some
43

non-financial reward such as training and development, recognition as well as appreciation to
their employee always have a team of high performing workers. In addition to this, it also results
in delivering better and accurate services to customers. It can be concluded that the hospitality
sector is highly competitive and people have wide range of choices available to satisfy their
need. Hotels needs to be very careful at the time of delivering services as if accurate services are
not provided then it may force guest to use the services of other hotels. Marriott is well aware of
this fact and form the data analysis it can be concluded that the hotel always try to provide
training session to its employee so that their skills can be enhanced and they can serve hotel
guest with best services. It has been observed that the hotel has never been partial at the time of
promoting and appreciating the efforts of its workers. Further it has encouraged its employee's to
give their views and suggestions at the time of developing the reward system and policy. This
has also developed satisfaction among the staff members and has increased their productivity.
Some of the major advantage of non-financial rewards is that it increases the motivation level of
employees and also leads to job satisfaction. Thus, it can be stated that non-monetary rewards
plays a very significant role in success of an organization and its importance should be not be
neglected.
From the data analysis it can be also concluded that Marriott is using various forms of
non-financial rewards in order to boost the performance of its employee's. It try to find out the
strengths and weakness of its workers and then on the basis on the same, training sessions are
provided to employees (Marriott, 2015.). This not only results in enhancing the skills and
productivity of human resources but also increases the opportunities for future growth and
development. It can be also stated that based on performance and efforts the hotel promotes its
workers so that they can stay motivated and give their best. It has been observed that most of the
employees are satisfied with reward system which has been adopted by Marriott. This is one of
the biggest strength of the hotel and will help in staying competitive in long run. It has been
witnessed that non-financial rewards not only contributes in increasing the performance of
employee's but also helps in overall growth and development of an organization. From the
literature review it is clear that there are several kinds of advantage which a company has by
non-financial rewards. It leads to develop satisfaction among employees and make them more
productive. This helps in getting competitive advantage by enhancing high degree of customer
44

satisfaction. It can be also concluded that in order to survive and stay profitable in long run
organizations are required to develop a team of highly skilled and motivate employee. This will
results in delivering services as per the need and wants of customers. Therefore, it can be
concluded that there is a direct relationship between non-financial rewards and employee
performance. Further they play very significant role in growth and development of organizations
and also helps in motivating people within an organization.
6.1 Recommendations
After studying the entire research and accomplishing the aim and objectives of the
research there are some recommendation which are provided to Marriott so that it can enhance
its employee's performance. The recommendation are mentioned below as:
 It has been found that some of the employee are not satisfied with the reward system of
the hotel. Thus, it is recommended to Marriott that it should try to understand the need
and demand of these employee's. This, will help the hotel to enhance the degree of its
employee satisfaction and make its operations more effective.
 It is also recommended that praise its staff members after achievement of some short
and long term objectives. It has been observed that when employer praise his workers
in front of other people in organization, it directly results in motivating them and also
employees their performance. Praise to employees will make them feel proud as the
hotel has acknowledge their efforts and hard work.
 It is also suggested that Marriott should implement an effective feedback system in
using which suggestions can be provide to employees regarding how they can enhance
their performance. It has been witnessed that constructive feedback results in
improving the overall effectiveness and efficiency of people in organizations. Thus,
along with praise and recognition, it is recommended to the hotel that it should develop
and implement a proper feedback system.
 Marriott should also start providing authority and responsibilities to its workers in
order to enhance and boost up their performance. One of the main advantage of this
will be that the employee will start considering valuable and important. This will also
results in giving their best towards accomplishment of the aim and objectives of the
hotel.
45

 It is also recommended to Marriott that it should start giving reviews on performance
of its employees at regular interval. In every three months it can give reviews to its
workers so that they can become aware about their strengths and weakness. Further by
working upon the weakness employees can enhance their performance.
 It is suggested to Marriott that it should encourage its employees to attend workshop
and seminars in order to enhance their skills. Further the hotel can also arrange such
workshops for its workers so that effective communication and coordination can be
developed among them and they can become more productive and efficient.
46

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APPENDIX
Questionnaire-
Impact of non- financial rewards on the performance of employees
Name_________________
Age
 20-25
 25-30
 30-35
 Above 30
Gender
 Male
 Female
1. What are the non-financial rewards which motivates you?
 Appraisals
 Recognition
 Promotion
 Training and development
2. Are you satisfied with the rewards policy of Marriott?
 Extermly satisfied
 Satisfied
 Moderate
 Dissatisfied
 Extermly Dissatisfied
3. Do you think that non-financial incentives play major role in motivating you?
 Strongly agree
 Agree
 Neutral
51

 Disagree
 Strongly disagree
4. Non-monetary rewards contributes in individual's growth and development within
organization?
 Yes
 No
5. There is a direct relation between non-financial rewards and employee's
performance?
 Strongly agree
 Agree
 Neutral
 Disagree
 Strongly disagree
6. What are the ways which has been adopted by the hotel to enhance employee
performance?
 Non-financial rewards
 Financial rewards
 Training and development sessions
 Motivating employees
 Better working environment
7. Marriott is not partial at the time of rewarding employees against thier performance?
 Yes
 No
8. Marriott provides equal growth and development opportunities to all its employees?
 Strongly agree
 Agree
 Neutral
 Disagree
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 Strongly disagree
9. Do you think that non-financial rewards improves the overall productivity of Hotel?
 Yes
 No
10. Rewards directly encourage you and enhances your performance?
 Strongly agree
 Agree
 Neutral
 Disagree
 Strongly disagree
11. Non-monetary rewards leads to job satisfaction?
 Yes
 No
Thank You
53