Employee Motivation in Hospitality Industry: A Study on Mandarin Oriental Hotel

This study focuses on the ways of employing human resource management so that the employee can be retained and the service rendered by the company will be of superior quality. It presents a motivation-hygiene theory that was proposed by the Herzberg and it shows that people have two different types of needs.

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Executive summary
Employee motivation is a major subject which acts to help and assist the employees
psychologically and this can be achieved through both ways of motivation and punishment. The
study presented a motivation-hygiene theory that was proposed by the Herzberg and it shows
that people have two different types of needs. The first includes the hygiene needs and it
includes the context within which the hygiene needs are performed. One of the ways of
motivating the employees is to maintain a proper channel of communication and
communicating frequently which will be conducted face to face. The main motive of the
communication is to make the employees feel that they are valued and this can be done only
appreciating the work of the employees

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Contents
1.Introduction..................................................................................................................................3
2. Discussion....................................................................................................................................3
2.1 Goals and objectives of the organization..............................................................................3
2.2 Motivation theory..................................................................................................................3
2.4 Organizational strategy..........................................................................................................4
2.5 Experience of motivation.......................................................................................................5
3.Conclusion and recommendation................................................................................................5
4.Reference......................................................................................................................................6

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1.Introduction
The hospitality industry will be the sector within which the study will be presented. The
hospitality entity is a market leader and the hospitality management. The organization or the
hotel is a leader in the hospitality management and it will act as a vital ingredient for the
success and towards maintaining the superior performance of the employees. The Mandarin
Oriental Hotel is organized in several geographical locations and senior executives hold the vital
management positions. COOs have also been appointed and they report the managing directors
directly. The company currently has 8 restaurants and 35 hotel suites (mandarinoriental.com
2019). This study will be presented from the perspective of a human resource manager and it
will inquire into the ways of employing the human resource management so that the employee
can be retained and the service rendered by the company will be of superior quality.
2. Discussion
2.1 Goals and objectives of the organization
The major objective of the Mandarin Oriental Hotel in Bangkok is to provide a cordial
and competitive environment having the services and facilities while providing a proper place
for its employee to work. while at the same time expecting a reasonable return from the
investment of its owners. The hotel will provide a best in class lodging facility and service to its
customers. The hotel emphasises on the leisure travel and individual business and along with it
focuses on the travels that associated with the group meetings. The hotel focuses on rendering
a high-quality standard for the beverage, food and room division. A fair amount of return on
the investment for the owners and this can be done only through the enthusiastic, motivated
and trained employees (Lam, Ho and Law 2015).
The goals of the Mandarin Oriental Hotel is to increase the average occupancy level by
almost 2 percent; increase the number of the repeating guest by almost 10 percent; collection
of the GSTS cards from 98 percent of the customers while they check out; reduction of the
check-in and the checkout timings by 2 minutes (Gentili, Giuliani and Bontempi 2013).

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2.2 Motivation theory
In the year 1966, a motivation-hygiene theory was proposed by the Herzberg and it
shows that people have two different types of needs. The first includes the hygiene needs and it
includes the context within which the hygiene needs are performed (Ali 2013). The other needs
are also included in this context are the extrinsic motivation factors and the working condition.
Thus, it is important to mention that when the factors are unfavourable then job-related
dissatisfaction can arise. Furthermore, merely satisfying hygiene needs does not result in
employee satisfaction but a reduction in the job dissatisfaction is noticed. Thus, taking into the
note of the vital hygiene needs of the employees can effectively result in positive job
satisfaction (Yusoff, Kian and Idris 2013). The employees also require an intrinsic motivator or
needs and this also requires recognition and achievement. In comparison to the hygiene
factors, the state achieved has a neutral satisfaction state. While the motivator factors can also
result in job satisfaction. Therefore, the motivator factors have the potential to positive result
in job satisfaction. Herzberg, thus implies that a balance between both types of needs is
necessary. Allowing the employees to have an adequate break during the working hours,
providing the employees with the wellbeing opportunities, and staff functions that will include
the families (Miner 2015).
2.4 Organizational strategy
The Mandarin Oriental Hotel has the following strategy of motivating its employees and
they are as follows:
 Communicating in a better way- it is not always necessary to communicate
through the electronic way. Thus, it is necessary that if an employee needs to
perform well then such employees must be motivated so that the employees can
meet their goals. Maintaining a proper channel of communication and
communicating frequently which will be conducted face to face. The main
motive of the communication is to make the employees feel that they are valued
and this can be done only appreciating the work of the employees (Lazaroiu
2015)

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 Being an example- if the employees are expected to work hard and also behave
in the way that the organization wants. Then it is always the best option to lead
by example. If the higher management can show excitement on the goals of the
company, then only the employees will be willing to work and achieve their goals
(huffingtonpost.com 2019).
2.5 Experience of motivation
The HRM of the company deals with the employees and requires different strategies to
motivate their employees. The organization motivates the employee by having the desired
goals and objectives that clearly mention the long term and the short term goals. The goals of
the company are the exclusively provide a direction to the employee so that they become
aligned with the goals of the employees. This could be improved the only through the employee
retention plans, increasing employee satisfaction and employee motivation (Dobre 2013).
3.Conclusion and recommendation
From the above discussion, it can be concluded that employee motivation is a major factor for
any company. It is important to mention that employees can be motivated if they have a clear
target and clear goals. The organization plays an important role in the improvement of
employee retention.
The employees can be motivated by empowering them and by allowing the employees
and valuing the employees and how they do their job. Majority of the employees have the idea
of how they can be more efficient and such employees do not share information unless they are
asked to do so. Thus the employees must be motivated to share their views and ideas.
Providing incentives can also act as a booster. The incentives can be in the form of gift cards, an
extra paid day off and these are the effective ways to show appreciation towards the
employees.

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4.Reference
Ali, N., 2013. Motivation-Hygiene Theory: Applicability on Teachers. Journal of Managerial
Sciences, 7(1).
Dobre, O.I., 2013. Employee motivation and organizational performance. Review of Applied
Socio-Economic Research, 5(1).
Gentili, F., Giuliani, L. and Bontempi, F., 2013. Structural response of steel high rise buildings to
fire: system characteristics and failure mechanisms. Journal of structural fire engineering, 4(1),
pp.9-26.
huffingtonpost.com, 2019. Top 5 Ways to Motivate Your Employees (It's Easier Than You Think).
[online] HuffPost. Available at: https://www.huffingtonpost.com/margaret-jacoby/top-5-ways-
to-motivate-yo_b_5839504.html [Accessed 22 Jan. 2019].
Lam, C., Ho, G.K. and Law, R., 2015. How can Asian hotel companies remain internationally
competitive?. International Journal of Contemporary Hospitality Management, 27(5), pp.827-
852.
Lazaroiu, G., 2015. Employee motivation and job performance. Linguistic and Philosophical
Investigations, 14, p.97.
mandarinoriental.com, 2019. Our Company - Overview. [online] Mandarin Oriental The Hotel
Group. Available at: https://www.mandarinoriental.com/our-company/overview [Accessed 23
Jan. 2019].
Marshall, T., Mottier, E.M. and Lewis, R.A., 2015. Motivational factors and the hospitality
industry: A case study examining the effects of changes in the working environment. Journal of
Business Case Studies (Online), 11(3), p.123.
Miner, J.B., 2015. Organizational behavior 1: Essential theories of motivation and leadership.
Routledge.

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Yusoff, W.F.W., Kian, T.S. and Idris, M.T.M., 2013. Herzberg’s two factors theory on work
motivation: does its work for todays environment. Global journal of commerce and
Management, 2(5), pp.18-22.