Employee Motivation in Hospitality

This assignment delves into the crucial topic of employee motivation within the hospitality sector. It examines various factors that influence employee motivation, including intrinsic and extrinsic rewards, organizational culture, and leadership styles. The assignment also discusses the challenges faced by hospitality organizations in maintaining high levels of employee motivation and explores best practices for fostering a positive and engaging work environment.

Running head: HILTON HOTEL
Hilton Hotel
Name of the student:
Name of the university:
Author note

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Part 1: Proposal
Introduction
In the contemporary world of stiff competition, there is always an issue regarding
management of products and services. To gain competitive advantage in the market, attention is
given on the presentation of better product and services. The way in which it can be attained by
the utilization of human resources is also looked after. This assignment will look into the human
resource practices that affect the performance of the employees in the Hilton Hotel of New
Zealand. It is an iconic hotel in the central location. They will need to stay ahead in the
competition in order to gain the greatest market share. The research will focus on the sources of
competitive advantage in this particular hotel. The objectives will be linked with the topic of the
particular research area. The problem statement of this research is centered on the motivation of
employees in the popular Hilton hotel of Auckland, New Zealand (Chan, Hon, Okumus, & Chan,
2017).
Objectives
The objectives of carrying out this research on the topic of motivating the employees in
the Hilton hotel for gaining competitive advantage are listed below:
1) To examine the importance of motivating the employees in the hotel industry
2) To evaluate the importance of motivation for staying in the competitive market
3) To determine the negative impact if the employees are not motivated

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Research questions
1) What is the importance of motivating the employees in the Hilton hotel?
2) How would motivation act as the competitive advantage in the hotel industry?
3) What will be the negative impact on Hilton hotel if employees are not motivated?
4) How would employee motivation help in retaining them?
Literature Review Scope
The literature review of this particular study will look into the problems faced by the
management in motivating the employees in the hospitality sector. It will be effective in finding
out the importance of motivation for competitive advantage with particular emphasis on the
Hilton hotel New Zealand. However, the review will be limited to the last 5 years to gather
specific information.
Information Source Relevance
1. Amin, M., Aldakhil, A. M.,
Wu, C., Rezaei, S., &
Cobanoglu, C. (2017). The
structural relationship between
TQM, employee satisfaction
and hotel performance. .
International Journal of
Contemporary Hospitality
Management, 1256-1278.
This article has focused on the
relationship between
employee satisfaction and
hotel performance therefore it
is relevant in the research of
the effectiveness of employee
motivation in the Hilton hotel
of New Zealand.
2. Ariza-Montes, A., Arjona- This paper has looked into the

3HILTON HOTEL
Fuentes, J. M., Han, H., &
Law, R. (2017). Employee
responsibility and basic
human values in the
hospitality sector. .
International Journal of
Hospitality Management, 78-
87.
connection between the
different groups of hotel
employees and their respective
responsibility. Therefore this
will be appropriate in finding
the importance of employee
motivation in their respective
position.
3. Chan, E. S., Hon, A. H.,
Okumus, F., & Chan, W.
(2017). An empirical study of
environmental practices and
employee ecological behavior
in the hotel industry. Journal
of Hospitality & Tourism
Research, 585- 608.
This paper has focused on the
impact of ecology and
environment and the
implementation of green
practices in the hotel industry.
It is relevant because the staff
at the Hilton hotel will be able
to work by maintaining this
specific policy.
4. Chang, J. H., & Teng, C. C.
(2017). Intrinsic or extrinsic
motivations for hospitality
employees’ creativity: The
moderating role of
This particular paper has
considered the personality and
leadership as the motivating
factor for employee creativity
and organizational

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organization-level regulatory
focus. . International Journal
of Hospitality Management,
133-141.
improvement. It is well
relevant to the problem for
this particular research of
motivating employees in the
Hilton hotel.
5. Putra, E. D., Cho, S., & Liu, J.
(2017). Extrinsic and intrinsic
motivation on work
engagement in the hospitality
industry: Test of motivation
crowding theory. . Tourism
and Hospitality Research,
228-241.
This article has found out the
importance of motivation
crowding theory among the
hotel employees and thus
totally apt for the particular
research problem of the Hilton
hotel.
6. Tarí, J. J., Pereira-Moliner, J.,
Pertusa-Ortega, E. M., López-
Gamero, M. D., & Molina-
Azorín, J. F. (2017). Does
quality management improve
performance or vice versa?
Evidence from the hotel
industry. Service Business, 23-
43.
This paper has identified and
analyzed the performance
levels of hotel employees and
their possible selection effect
in the hotel industry. Thus, it
is appropriate for the
particular research on the
Hilton hotel of New Zealand.

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Method
The report will be done based on both primary and secondary sources of data gathered by
the researcher. This particular report will consider firsthand data as well as the information
gathered from secondary sources of data such as censuses, information gained from government
departments, organizational records and other data.
Ethics and limitations
This research will be carried out by following the ethics of confidentiality, impact on the
participants, anonymity or informed consent. For instance, no information of the respondents
will be made public without their consent. There will not be any biasness on the respondents
while expressing their opinions on the issue.
Problem Statement
The problem statement for this research will focus on motivating and binding the
employees of Hilton Hotel of Auckland, New Zealand. It will help them to perform properly by
which the hotel will attain competitive advantage in the market.
Rationale of the research
The key reason of conducting this research is to find out the importance of employee
motivation in the Hilton hotel. The study will be of significant importance to know the factors
that will help the hotel to stay ahead in the competitive market. The prime intention behind

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carrying out this research work is to focus on the negative effects, which will grab the
performance of the employees if they are not motivated (Amin, Aldakhil, Wu, Rezaei, &
Cobanoglu, 2017). If this organization is implementing any strategy, they should make sure that
their mission is linked with the individual objectives of the employees. It will be helpful in
making the employees interested in their particular work which will be helpful for the
improvement of the organizational performance. With the proceeding of this research study the
researcher will also be able to find out that the particular hotel will be able to sustain in the
competitive market by motivating the employees (Ariza-Montes, Arjona-Fuentes, Han, & Law,
2017). This research will take into consideration the factors that might affect the performance of
the employees if they are not motivated.

7HILTON HOTEL
Bibliography
Altinay, L., Paraskevas, A., & Jang, S. S. (2015). Planning research in hospitality and tourism. .
Routledge.
Amin, M., Aldakhil, A. M., Wu, C., Rezaei, S., & Cobanoglu, C. (2017). The structural
relationship between TQM, employee satisfaction and hotel performance. International
Journal of Contemporary Hospitality Management, 29(4), 1256-1278.
Ariza-Montes, A., Arjona-Fuentes, J. M., Han, H., & Law, R. (2017). Employee responsibility
and basic human values in the hospitality sector. International Journal of Hospitality
Management, 62(1), 78-87.
Chan, E. S., Hon, A. H., Okumus, F., & Chan, W. (2017). An empirical study of environmental
practices and employee ecological behavior in the hotel industry. Journal of Hospitality
& Tourism Research, 41(5), 585- 608.
Chang, J. H., & Teng, C. C. (2017). Intrinsic or extrinsic motivations for hospitality employees’
creativity: The moderating role of organization-level regulatory focus. International
Journal of Hospitality Management, 60(2), 133-141.
Cunningham, A. (2016). What are the Key Drivers Used to Promote Employee Motivation and
Engagement in a Manufacturing Environment?.
Enz, C. A. (2009). Hospitality strategic management: Concepts and cases. John Wiley and Sons.
Ford, R. C., Sturman, M. C., & Heaton, C. P. (2012). Managing quality service in hospitality. .
Demar cengage learing.

8HILTON HOTEL
Hilton Honors - A Hotel Rewards Program. (2018, March 12). Retrieved from
Hiltonhonors3.hilton.com.: http://hiltonhonors3.hilton.com/en/index.html
Liardét, C., & Black, S. (2016). 'According to...': Analysing learner development of referencing
and evidence integration. English Australia Journal, 31(2), 45.
Mikkelsen, M. F., Jacobsen, C. B., & Andersen, L. B. (2017). Managing employee motivation:
Exploring the connections between managers’ enforcement actions, employee
perceptions, and employee intrinsic motivation. International Public Management
Journal, 20(2), 2.
Putra, E. D., Cho, S., & Liu, J. (2017). Extrinsic and intrinsic motivation on work engagement in
the hospitality industry: Test of motivation crowding theory. Tourism and Hospitality
Research, 17(2), 228-241.
Ristic, M. R., Selakovic, M., & Qureshi, T. M. (2017). Employee motivation strategies and
creation of supportive work environment in societies of post-socialist transformation.
Polish Journal of Management Studies, 15(2), 15.
Tarí, J. J., Pereira-Moliner, J., Pertusa-Ortega, E. M., López-Gamero, M. D., & Molina-Azorín,
J. F. (2017). Does quality management improve performance or vice versa? Evidence
from the hotel industry. Service Business, 11(1), 23-43.

9HILTON HOTEL
Part 2: Report
Section 1 (Abstract and Introduction)
Abstract
This research paper has focused on the problems of employee motivation in hospitality
sector with specific mention of Hilton hotel in Auckland, New Zealand. In this highly
competitive environment, an organization cannot afford to do any such work that will have a
negative impact. Employees or workforces are considered as one of the important factors and
therefore the management should always keep them motivated for organizational improvement.
This paper has considered employee motivation as the research problem and data will be
gathered based on Hilton hotel in New Zealand.
Introduction
Hilton hotel in Auckland, New Zealand has been stressed upon in this paper where
employee motivation is one of the significant problems and need to be analyzed. Hilton hotel in
New Zealand is a popular one and aims to provide their best service to the guests. It is situated in
a central location with shiny rooms. The guests can have the experience of a gorgeous view from
the suite, guest rooms as well as the meeting rooms (Hilton Honors - A Hotel Rewards Program.,
2018). This waterfront hotel with sundeck is very particular about their reputation. This research
is being conducted to shed light on the employees of the organization and the importance for
their motivation. This was considered as one of the problems persisting in the Hilton hotel and it
needed to be solved.

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Problem
The problem on which the research has been carried out is ‘motivating the hotel
employees for organizational improvement’ with specific focus on the Hilton hotel of Auckland,
New Zealand. This hotel presents the guests with a homely ambience and the location is ideal for
easy transportation. The hotel is at a walking distance from the central business district and the
popular restaurants, shops at the Quay Street. It is located nearby the train station as well as the
airport which is very much suitable for the guests. The fantabulous restaurant in the hotel serves
excellent domestic and international platter to the guests, which are delicious, and lip- smacking.
Among all these benefits available at the hotel, one little flaw can destruct the whole system. The
problem among the workforce was considered as one such flaw, which had the tendency to
disrupt the perfect balance within the organization (Liardét & Black, 2016). This problem needed
to be treated instantly for the betterment of the hotel.
This research paper has focused on the gap that was created among the workforce and it
needed to be analyzed. The reason was found out and motivation seemed to be an appropriate
option for this problem. While gathering data it was reviewed that the employees at the hotel
were low on confidence and needed motivation. They were not feeling the urge to put their effort
because of low self esteem. That is the reason why the management found that they needed to be
motivated immediately for the organization to sustain in the competitive market.
Purpose and objectives
The purpose behind carrying out this research was to secure the future of the hotel by
valuing the employees in the proper manner. The specific objectives behind carrying out this
research are given below:

11HILTON HOTEL
1) To examine the importance of motivating the employees in the hotel industry
2) To evaluate the importance of motivation for staying in the competitive market
3) To determine the negative impact if the employees are not motivated
Apart from these specific objectives the general purpose is to find out the problem in detail
and get a relevant solution for the same. Without motivation among the employees the hotel will
suffer from mismanagement in working. The intention was to keep the employees motivated at
any cost so that the organization can maintain its reputation in the market. This trendy hotel
cannot put their position at stake due to their workforce and that is the reason why the research
was planned for evaluation and analysis of the problem.
Terms of reference
This research was initiated with the objective of finding the importance of motivating the
employees for organizational improvement. To carry out this research the case of Hilton hotel in
Auckland, New Zealand was considered. It was presumed before by the researcher that
modifying the human resource practices will be able to solve this problem of workforce. A
probable solution of motivating the employees to solve this particular problem was considered
and the research was carried out accordingly. Staff members and employees have a major role to
play in the hotel industry so it is important to treat them properly (Tarí, Pereira-Moliner, Pertusa-
Ortega, López-Gamero, & Molina-Azorín, 2017).
Due to the growth in tourism over the past few years in New Zealand, the Hilton Hotel
could not afford to bring a bad name to their organization. The purpose was to scrutinize how
effective HR practices such as training and motivating the employees will help in the sustenance
of the hotel in the competitive hospitality sector. This study has enabled the evaluation of the

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problem from all the aspects. The data was collected from both primary and secondary sources to
bring authenticity in the research. The structure of the report was properly organized starting
from selecting the methods to collect data, the evaluation and analysis and then providing a
justified recommendation. Previous literature was also reviewed to find out the research that has
been carried out on similar topics and get the idea. Thus it was found out that motivation of the
employees act as one of the best solution to this problem. The immediacy of the problem called
for an instant solution. Relevant research questions were set by aligning with the objectives of
the organization in order to fulfill the purpose of the specific research project.
Scope and limitations
The research on the topic of ‘motivating the employees for organizational performance’
with specific focus on the Hilton hotel of Auckland, New Zealand has both scope and limitation
that has paved the way for future research work. As the research work has been carried out in
New Zealand therefore there was not much scope of comparing with the international business
environments. Moreover, only the hotel industry of Auckland was considered for this research
work and therefore the whole of New Zealand could not be the universe for the research work
(Enz, 2009). This was a drawback on the part of the researcher as he was unable to provide valid
information in his work. As the research was targeted at a specific hotel and that also a very
luxury one therefore the competitors were not selected properly. The limitation lies in the part of
the research that it might not be suitable for other small scale hotels.
Theoretical framework
For this particular research motivation of the employees has been considered as the main
area of problem. The Hilton hotel of Auckland, New Zealand was chosen for using as a case
study to analyze this particular problem of employee motivation in the hospitality sector. By

13HILTON HOTEL
reviewing previous literature it was found out that the employee motivation plays an important
role in the organizational improvement. That is why it was important for the employees to be
motivated as per the theory of motivation by Herzberg. As per this theory the hygiene factors are
those that are essential for motivation at the workplace. They might not lead to a positive
outcome for a long term future but without these factors the employees or staff will be
dissatisfied. Therefore it can be said that these motivational factors act as a catalyst in retaining
the employees. For instance, pay, policies and procedures, benefits, work environment, statuses
of the employees, interpersonal and group relationships, security of the job are those factors that
have the capability to make employees satisfied or if not observed properly, might dissatisfy the
employees.
On the other hand, there are separate motivational factors which cannot be regarded as
hygiene factors. These factors are intrinsic to work and responsible for bringing positive
satisfaction among the employees. Thus the use of this theory will be able to motivate the
employees of Hilton hotel for a premium quality of performance. The hotel employees can make
use of these satisfiers such as recognition, sense of achievement, meaningfulness of the work,
responsibility and opportunities for growth and promotion. The factors mentioned are involved
in the performance of the employees which act as rewards for the employees. Moreover the
motivational factors or the motivators also indicate the psychological needs as an added
advantage.

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Fig: Herzberg motivation- hygiene theory
Source: (Ford, Sturman, & Heaton, 2012)
Research question
The research questions which have been set for this particular study is listed below.
These questions will help the researcher to extract information from the survey participants and
link them with the fulfillment of objectives. The research questions were set out with the
intentions of finding a probable solution to the research problem.
1) What is the importance of motivating the employees in the Hilton hotel?
2) How would motivation act as the competitive advantage in the hotel industry?
3) What will be the negative impact on Hilton hotel if employees are not motivated?
4) How would employee motivation help in retaining them?

15HILTON HOTEL
Section 2 (Literature Review)
Introduction
The literature review has been undertaken to analyze the secondary sources that have
been associated with the topic of employee motivation. Following are the list of academic
journals selected to evaluate the findings of the problem. The review of previous literature will
provide a way to gain insight about this topic in detail and pave the way for further research.
‘Employee motivation strategies and the creation of a supportive environment in
societies of post-socialist transformation’ by Ristic MR, Selakovic M and Qureshi TM has
focused on the motivational strategies of the employees to create a supportive working
environment. The aim of this study was to find out the motivational factors for employees in the
private sector. Survey method was used by the researcher and the responses stressed on
providing the employees with additional prize to keep them motivated. It can be summarized
from this article that additional remuneration acts as a motivation among the employees so it can
be implemented in Hilton Hotel too. Promotion and health insurance followed the remuneration
of the employees as per the survey (Ristic, Selakovic, & Qureshi, 2017).
Again in the article ‘what are the key drivers used to promote employee motivation
and engagement in a manufacturing environment?’ by Alana Cunningham employee
engagement was considered important for the success of the company. The repetitive work
within the organization can lead to dissatisfaction among the employees and pose a negative
impact on them. It was found out by the researcher that as an employee surrender his task then
the involvement decreases which leads to exhaustion. Thus the article summed up that the
interaction and relationship among the job and specific individual is important as per the Job

16HILTON HOTEL
Characteristics Theory. This theory is aimed at “providing a framework for a better
implementation of the job by working through the interaction between the main aspects of the
job with the mental living states of a person.” (Cunningham, 2016)
Maria Falk Mikkelsen, Christian Botcher Jacobsen and Lotte Bogh Andersen have
mentioned in their article ‘Managing employee motivation: exploring the connections
between managers’ enforcement actions, employee perceptions and employee intrinsic
motivation’ that certain external interference such as economic incentives has a role to play in
the decrease o employee intrinsic motivation. This article has stressed on the impact of managers
on the employee intrinsic motivation. Motivation crowding theory was used in this research to
explain the fact that employee intrinsic motivation is dependent on the need for self-
determination of the employees (Mikkelsen, Jacobsen, & Andersen, 2017).
Conclusion
Three different articles were considered for analyzing the secondary sources. After
reviewing the articles it was found out that the three articles had focused on three different issues
related to employee motivation. It became easy to compare and contrast the different factors
associated with employee motivation where additional benefit was considered as the most
significant factor. Moreover, the other two articles had focused on the role of the managers and
innovation in the work structure as equally important to boost up the employees. Hilton hotel of
Auckland, New Zealand will need to reflect on these points in order to improve their
organizational performance.

17HILTON HOTEL
Gap in the literature
Even though previous literature was analyzed but there were gaps in certain parts. There
should have been more secondary sources, which would provide a wide range of data. With the
increase in the number of literature, the scope of reviewing would increase and thus provide
more options for the Hilton hotel to improve their weak areas. The researcher should have used
books and company reports apart from journals to be more authentic in his work. In this research,
only the hotels in the Auckland area were surveyed which became a gap. That is why the
researcher could have surveyed the whole of New Zealand to get information on the specific
topic.
Section 3 (Method and Findings)
Both primary and secondary sources of data were used to shed light on this research
problem along with the implementation of qualitative and quantitative methods. Qualitative
methods included individual interviews and group discussions with the participants to reveal
detailed facts about the problem. On the other hand, quantitative method was used by survey and
online polls through statistical, numerical and computational analysis (Chang & Teng, 2017).
For this particular research problem the employees and the managers of the Hilton hotel
in New Zealand were surveyed and interviewed to become aware of their opinions. In addition to
that, employees of other hotels in the locality were also surveyed through online polls and
questionnaire. It helped in finding out the effective ways of employee motivation and their
expectations from the management. Analysis of the collected data helped in stressing on the
motivational factors that will be significant for boosting up the morale. Additional payments for

18HILTON HOTEL
working on holidays, remuneration, free family meals, and festival bonuses were regarded to be
of immediate importance for encouraging the employees (Altinay, Paraskevas, & Jang, 2015).
Section 4 (Discussion)
The research problem on the importance of employee motivation for organizational
improvement has considered several factors which are discussed throughout this assignment. It is
also required by the managers of the Hilton hotel to involve the employees in the decision
making process of the organization. By doing so the employees will realize that they are being
valued in the organization. Employees are an important asset of the organization therefore their
motivation will ultimately benefit the organizational performance.
As per the literature review of secondary sources it was found out that the previous
researchers have also mentioned rewards to be of primary importance for motivating the
employees followed by innovation in the work environment and role of the managers. It will be a
good idea to hold frequent meetings with the employees to maintain two- way communication.
Effective communication has always produced the best outcome in terms of resolving conflicts
or issues within the organization (Putra, Cho, & Liu, 2017). A friendly atmosphere always
encourages the employees to speak which leads to a sound working environment. That is why
Hilton hotel in Auckland, New Zealand should consider the points that are discussed throughout
this assignment to resolve their problem. Herzberg’s motivation- hygiene or the two- factor
theory was considered for reflecting on the needs of certain factors in the workplace that cause
job satisfaction among the employees.

19HILTON HOTEL
Section 5 (Conclusion)
It can be concluded from this research paper that motivation of the employees is an
important factor for the competitive advantage of the organization. As Hilton hotel of Auckland,
New Zealand was considered in this particular case therefore the employees of that organization
were surveyed and interviewed. Certain factors such as providing the employees with additional
benefits and leaves were highlighted to be effective motivational factors. It can be stated that
increase in employee motivation will reduce the rate of turnover. Job satisfaction helps in
retaining the employees and regarded as one of the efficient human resource practice. Moreover,
managerial role also plays a part in encouraging the employees by building good relationship and
enabling effective communication. Employees need to be made realize that they are valuable to
the organization which will urge them to show dedication towards their work. Modification in
the work structure and avoiding repetitive tasks lead the employees to find interest in their
respective tasks. Linking the organizational goals with the individual objectives of the employees
will help realize their benefit of working for the organization.
Section 6 (Recommendations)
As per the topic of this research, motivating the employees is very important in the hotel
industry. Hilton Hotel of New Zealand needs to do the same to stay ahead in the competitive run.
However, the task of motivating the employees by the organization is not very easy. One of the
actions that can be recommended here is self- inspiration, which is more important and works
better than external motivation. De-motivation is a negative effect which might spread from one
employee to another. This will lead to an adverse outcome in the success of the company
because negativity in the organization will make the employees negative and lead to negative
results as well.

20HILTON HOTEL
If the employees in the Hilton hotel are not motivated then there is a tendency that they
will be a poor performer in comparison to the other motivated employees. Moreover if the
employees are not bothered about the growth of the company then it will be difficult by the
managers of the organization to make them complete a specific project. It has been discussed in
the course of this study that one of the main outcomes for reluctance in motivation among the
employees is low productivity whereas the rest of the employees feel that they need to work
better for managing the incomplete task. This research has focused on the method of associating
the Hilton Hotel goals with the objectives of the employees so that they become aware of their
positions. The employees get encouraged when they have the knowledge that their presence is
appreciated within the organization.
Lack of motivation among the employees result in decreasing the morale of the entire
organization and the managers cannot afford to do so. That is why the action of linking the
organizational goals with the individual objectives of the employees can be recommended as a
clear action for the Hilton Hotel of Auckland, New Zealand. The de- motivated staff members
should be called in separately for a meeting to discuss about the change in behavior and the
issues they are facing inside the hotel. Such employees might face difficulty in dealing with the
customers which will be a potential loss for the organization. When employees are considered as
the assets of the organization such negativity in their behavior will lead to the loss of production
in the organization.

21HILTON HOTEL
Bibliography
Altinay, L., Paraskevas, A., & Jang, S. S. (2015). Planning research in hospitality and tourism. .
Routledge.
Amin, M., Aldakhil, A. M., Wu, C., Rezaei, S., & Cobanoglu, C. (2017). The structural
relationship between TQM, employee satisfaction and hotel performance. International
Journal of Contemporary Hospitality Management, 29(4), 1256-1278.
Ariza-Montes, A., Arjona-Fuentes, J. M., Han, H., & Law, R. (2017). Employee responsibility
and basic human values in the hospitality sector. International Journal of Hospitality
Management, 62(1), 78-87.
Chan, E. S., Hon, A. H., Okumus, F., & Chan, W. (2017). An empirical study of environmental
practices and employee ecological behavior in the hotel industry. Journal of Hospitality
& Tourism Research, 41(5), 585- 608.
Chang, J. H., & Teng, C. C. (2017). Intrinsic or extrinsic motivations for hospitality employees’
creativity: The moderating role of organization-level regulatory focus. International
Journal of Hospitality Management, 60(2), 133-141.
Cunningham, A. (2016). What are the Key Drivers Used to Promote Employee Motivation and
Engagement in a Manufacturing Environment?.
Enz, C. A. (2009). Hospitality strategic management: Concepts and cases. John Wiley and Sons.
Ford, R. C., Sturman, M. C., & Heaton, C. P. (2012). Managing quality service in hospitality. .
Demar cengage learing.