Factors Affecting Employee Performance in the Hotel Industry: A Case Study of Double Tree by Hilton Hotel London

This research project investigates the factors that affect employee performance in the hotel industry, specifically focusing on Double Tree by Hilton Hotel London. The study examines the impact of remuneration, creativity, and training on employee performance and aims to provide insights for improving performance in the hospitality sector. The research methodology includes a literature review and data collection through interviews and surveys. The findings will contribute to understanding the key factors influencing employee performance in the hotel industry.

Research Project

Table of Contents
CHAPTER 1: INTRODUCTION................................................................................................................3
CHAPTER 2: LITERATURE REVIEW.....................................................................................................5
CHAPTER 3: RESEARCH METHODOLOGY..........................................................................................8
CHAPTER 4: ANALYSIS AND FINDINGS...........................................................................................11
CHAPTER 5: CRITICAL ANALYSIS, RECOMMENDATIONS AND SUGGESTIONS FOR
FURTHER WORK....................................................................................................................................14
CHAPTER 6: CONCLUSION..................................................................................................................15
REFERENCES..........................................................................................................................................17

CHAPTER 1: INTRODUCTION
Overview of Research
Employees are those people which hired through employer to perform specific job. They
contribute towards attaining the specific aim of an organization by giving their better
performance. Employee performance is explained as how employee performs its duties as well as
executes necessary tasks (Audenaert and et. al., 2019). It is related to effectiveness, efficiency
and quality of output. The performance of staff members contributes to assessment of how
valuable a staff member is to company. The employee performance is related to how they behave
at workplace and how they perform their job duties or responsibilities. In the hotel industry,
employee performance is key success. So, it is prime area to focus because it leads to the success
of company and mainly n hotel sector due t its nature which is manpower intensive sector.
Background of Research
Employees are assets of company and success or failure of company is based on the
performance of staff members. In the hospitality sector, it is necessary for the firms to focus on
the employee performance and how to get the enhancement in their performance. Double tree by
Hilton hotel London is located in United Kingdom. It provides the leisure and comfortable
services to its clients. The main focus of this hotel is to provide the better training to employees
and improve their performance so that they can able to serve customers in better manner and
providing them better experience. In the hospitality sector, employee performance is necessary
because staff members are having direct interaction with guest and their job is to satisfy guests
(Bradler and et. al., 2016). So, this is necessary for manager to know about the factors which
mainly impact on the employee performance. As there are mainly factors which affecting on the
employees performance such as pay, training, working conditions, communication and others. It
is important that hotels should focus on the improvement areas and communicate with the
employees in a positive manner so that they can motivated and focus on attaining the specific
target of an organization.
Rationale of Research

Present study is based on the factors affecting performance of employees in hospitality
sector. Through conducting this investigation, researcher can know about those factors which
mainly impact on the employee performance. As employees is the main part of an organization
and plays a necessary role in attaining specific objectives and enhancing organizational
productivity. The main focus of this investigation is employee performance that leads to success
of company. Researcher mainly conducts this investigation in professional and personal context.
In personal way, researcher wants to enhance its personal understanding and knowledge
regarding the specific subject area. On the other hand, researcher conducts this investigation in
professional context for develops research skill, communication, analytical and coordinal skills.
Development of all these skills will help an investigator in conducting the research in future in an
effective manner. Present investigation would be effective for researcher to conduct the similar
type of investigation in future.
Research Aim
“To study the factors which are affecting employees’ performance in hotel industry”. A
case on Double tree by Hilton hotel London.
Research Objectives
 To evaluate the impact of remuneration on performance of employee at hotel Double tree
by Hilton hotel London.
 To the evaluate the impact of creativity which impact the employee performance in the
hotel industry.
 To determine the relationship between training and development and employee
performance in hotel Double tree by Hilton hotel London.
Research Questions
 To what extent does remuneration impact employee performance at hotel Double tree by
Hilton hotel London?
 To what extent does creativity impact employee performance at Hotel?
 To what extent does training and development impact employee performance at the at
hotel Double tree by Hilton hotel London?

CHAPTER 2: LITERATURE REVIEW
Literature review part is secondary research concerned to topic area and also aim and
objectives it has been proving an investigation concerned to subject area through using the
secondary investigation. All variable of present investigation has been taken in account and
explores the statements. It is time consuming process that needs an extensive research as well as
critical analysis. There has been a secondary source used such as articles, magazines, websites
and others which helps in providing the information on the factors which are affecting
employees’ performance in hotel industry (Chandra, 2016).
Remuneration impact employee performance at hotel Double tree by Hilton hotel London
According to Yinka Calvin Ojeleye (2020) Remuneration refers to a pay for some other
financial compensation that given in exchange for services performed through staff members.
Number of the compensatory advantages in context to pay is ensuring proper remuneration
mechanism. It is a main component of the reward management. On the other hand, employee
performance is related to determine behavior of employees and see that how well they perform
their job responsibilities which are assigned through management. For the employees, it may be
related to work effectiveness, efficiency and quality. . Employees work in certain manners that
contribute towards the organization. Remuneration impacts on the employee’s performance.
Implication for the remuneration is that the high performance of employees follows through the
monetary term that will make the better performance of employees in future. Remuneration can
be in the form of monetary or in services form. It has significant impact on the attitude of
employees as well as their performance at work it is because this is one of the motivational
techniques. The good remuneration is helpful in improving the productivity of employees and the
poor remuneration impact productivity of company in a negative manner. If the company gives
remuneration to the Employees then feel motivated and also perform in a better manner. On the
other hand, in case if company does not provide the remuneration to employees in a specific
period of time then this negatively impact on their job performance and they will not perform
their work in a proper manner.
As Double Tree by Hilton Hotel London provides the remuneration to employees so that
they can feel motivated in also focus on their work. There are more in focus is to increasing the
working efficiency of employees by motivating them towards work through using different
ways. Company stated that employees are the main assets and take their contribution in making
the business successful. Staff members get the remuneration as level of their performance as well
as contribution to organization. In addition to this, it is one of the effective methods mainly used

for promoting the morality of staff members as well as enhances their motivation (Dall’Ora and
et. al., 2016). Remuneration plays a strong motivational factor to satisfy the employees which are
working at Workplace. Organizations compensating staff members effectively are likely to
attend the high productivity level than the others because remuneration is included as motivator
through the staff members. When the staff members are mainly inspire through striking
remuneration, their performance level in increased and they are likely to move towards achieving
the organizational objective without resistance.
Creativity impact employee performance at Hotel
On the basis of Humera Siddiqi and Muhammad Qureshi (2020) Creativity is
phenomenon where something new and valuable formed. It is an act of turning new as well as
imaginative ideas into the reality. This is characterized through ability to perceive in new way,
search hidden patterns and also make the connection among and related phenomena. Creativity is
related to generation of employee’s novel and also useful ideas which are recording products
from a process and procedure at workplace. This should be noted that the creativity is mainly
examined by goal orientation. The innovative employee is someone with greater knowledge who
is versatile in order to make new technologies accessible to organization so that it can use it in a
limited period of time. All these principles demonstrate the employee's capacity to perform the
job because all of these characteristics are familiar to them and allow learning new possibilities.
At the workplace, creativity is Main key to developing working culture that increases the
workforce. Through enabling employees to explore their potential through converting into
creative process, hotel industry will unlock the new opportunities for innovation as well as
growth for business. Creativity has impact on the employee performance as employees are very
creative. The employees are effectively performing their activities at workplace. Creativity of
employees can be commonly referred to a person who has the new ideas for work as well as
working style. Those employees must be flexible to work in a team then the individually
completing a project. In the hotel industry, training directions are mainly developed through
managers to increase the behavior and also conduct their low level of the staff members which
helps in making the communication clear and make improvement in performance. The
performance measures mainly conducted to increase the process of form in order to provide high

quality of services through consumer and gain high performance of company (Gong and et. al.,
2017).
Training and development impact employee performance at the at hotel Double tree by Hilton
hotel London
On the basis of Doug and Polly White (2020) Training and development is subsystem of
a company that emphasize on improvement of employees performance. Training and
development is related to educational activities within an organization to increase skills and
knowledge of staff members while giving information in also instruction about perform the
particular task. Training is related to educational process that includes sharpening of skills,
changing attitudes, concepts and also getting more knowledge to increase employee
performance. Training is short term process meant for the operators and also while development
is mainly design to continuous proactive process and this is mainly for the executives. The main
aim of training is to develop the additional skills of employees and on the other hand
development is related to develop the total personality of an individual. Double Tree by Hilton
Hotel London conducting the training and development programs which are mainly design on
the basis of needs of company, skills and type of staff members that increase common objective
of training and also job profile of staff members. Main focus of this Double Tree by Hilton Hotel
is improving the employee’s skills so that they can able to perform any activities in a better
manner and also give the better experience to customers. To provide training to employees, hotel
improves the communication skills, problem solving skills and many others of employee so that
they can able to deal with the customers in a better manner. Training and development impacts
positively on the employee’s performance. They can able to perform in a better manner and
focus on attending the specific aim and objectives of company. Effective training and
development programs should be given to all employees that enable them to increase their skills
as well as upgrade their knowledge in a better manner. Effective training is advantageous to the
business in several different ways, as it plays a crucial role in improving and sustaining
individual and organizational ability and therefore helps in the organizational change process. It
also increases the retention ability of talented employees in Double tree by Hilton hotel London
which reduces the unnecessary turnover of employees. This also shows the company's long-term
dedication to its employees and enhances the motivational level of the employee. These all the

contributions are helpful in attaining the competitive benefits to Double tree by Hilton hotel
London and to increase employees performance (He and et. al., 2017).

CHAPTER 3: RESEARCH METHODOLOGY
It is one of the most necessary part of an investigation and useful in gathering of
authentic information regarding the factors which impact on employee performance. The method
or strategy is successful and will gather information for appropriate decision making. A structure
for research will be implemented in this section which illustrates various phases of research
creation. There has been research onion used that developed through Saunders in 2007. This
framework consists of various layers which define the phases of a research process more
completely. For this section of research, the researchers has been used various approaches for
order to collect sufficient data on the sample (Ishizaka and Pereira, 2016). In addition,
researchers can attempt to obtain information authentically and accurately using a range of
techniques and approaches. Different layer included in research onion given below:
Research Philosophy- It is related to set of the philosophies which are related from an
investigation. It is seen as most important layer in research onion that shows how an investigator
performed the overall research when carrying out the research in correct format. The philosophy
of research was also developed as the successful creation of an overall methodology.
Interpretivism and positivism are two different research philosophies (Kampkötter, Harbring and
Sliwka, 2018).
In conducting present research, there has been interpretivism research philosophy used
because this assists an investigator in providing the appropriate as well as valid conclusion. This
helps researcher in gathering of the detailed information regarding factors which affecting
performance of staff members in hospitality sector.
Research Approach- It is an efficient process developed by investigators on the basis of
observations associated with the techniques or procedures used by investigators to conduct
different types of tasks or activities effectively throughout the investigation and to achieve
positive results effectively Deductive and inductive are two different kinds of research
approaches (Khan and et. al., 2016).
In conducting present investigation, there has been inductive research approach used
because it provides sense of gating authentic data from various source at level with having better

knowledge regarding study. The main reason behind using inductive approach is that it analyzes
observations at different level which is having tendency to attain.
Research strategy- It is considered to be an efficient technique used by the researcher to
integrate all the elements of the analysis. This is essentially defined as the successful study that
the investigator adopts to systematically complete the investigation on proposed subject.
Research onion suggest that the strategies can involves interviews, surveys, systematic literature
review or case study research, action research and others (Nazir and Islam, 2017).
In conducting the present research, there has been case study investigation or system
literature review has used because this is helpful in providing the detailed analysis and
information regarding factors which mainly affect employees performance in hotel sector.
Research Choice- In this, research onion suggests the mixed method, multi method and
mono method as the possible choices in order to conducting an investigation. There has been
mono method used by selecting the qualitative choice. The main reason behind using qualitative
method is that it provides the achievement level in making development of the determined
discussion as well as analysis level with the help of using recreation of different components
with study (Nica, 2016).
Data collection and analysis- The data collection is one of the effective ways of
gathering the data by using authentic and reliable sources in an effective manner. There are
primary and secondary both are main methods of data collection (Nyberg, Pieper and Trevor,
2016).
In conducting preset research, secondary method has been used as it provides the detailed
information and attaining the specific aim and objectives. It is one of the effective methods of
data collection that gives proposed outcomes within less time period. On the other hand,
descriptive analysis method has been used for analysis of collected data.
Time horizon- Longitudinal and cross- sectional are two different types of time horizon.
In conducting the present research, there has been cross sectional time horizon used because this
present snapshot view of specific situation at single point in the time and also confirms duration
about collection of data (Pawirosumarto, Sarjana and Gunawan, 2017).

Sampling- Sampling is defined as the successful means of choosing the sample size from
the total population by the investigator. Sampling is performed using a variety of methods, such
as probabilistic and non-probabilistic. The probability technique simply means that the
investigator chooses the way through the sample size randomly, while the non probability
method can be stated as having the addition of a biased method that enables the investigator at
their level to choose the sample population. In a non-probabilistic system, it is more likely that
the investigator will profit or be more involved in either field (Pawirosumarto, Sarjana and
Muchtar, 2017).
The present investigation has been based on the secondary data collection method as this
helps in providing the detailed information regarding specific subject area.
Ethical consideration- If an investigator performs a study, this is also essential that the
ethical considerations are taken into account as the possibility of ethical issues occurring during
the conduct of a study is high. In this respect, the researchers need to ensure that the accuracy
and credibility of the data are kept intact so that time spent on a study is not wasted. The
researchers have ensured that the data obtained by researcher through using the secondary
sources should be fair and accurate (Pradhan and Jena, 2017). In addition, data was not exploited
and kept private by third parties.

CHAPTER 4: ANALYSIS AND FINDINGS
Under this part, findings are based on the secondary sources as this is helpful in provide
the descriptive understanding regarding the factors which impacting on performance level of
staff members in hotel sector.
THEME 1: Impact of remuneration on performance of employee at hotel Double tree by
Hilton hotel London.
From above mention theme it has been stated that Employee remuneration is related to
rewards that mainly provides to staff members for work performance. This gives the attraction to
staff members in performing the job in an effective or efficient manner. Employees mainly
motivate by various monetary remuneration and this helps in minimizing the absenteeism, gives
the organizational attractiveness to various jobs and turnover intentions that helps in increase the
performance level of employees. Double tree by Hilton hotel London gives the remuneration to
its staff members so that they can be motivated and focus on attaining the specific objectives
within given time period. Remuneration has an important impact on the behavior and efficiency
of workers in the company as it is the most effective tool for motivation. Better wages improve
productivity, while poor wages adversely affect productivity. Double tree by Hilton hotel
London adequately pay their workers are more likely than those to achieve greater productivity,
as both employees and managers primarily view remuneration as a motivator. If workers are
motivated by striking wages, their efficiency rises significantly and is more likely to achieve
organizational targets without opposition. While money motivates workers to increase their
bargaining power and helps them to meet their needs and desires, but it does not only encourage
employees to better their jobs, workers may also wish to benefit from non-monetary benefits
such as reputation, promotion, recognition etc. Organizations are therefore expected not only to
provide monetary incentives, but also to recognize the commitment of workers towards the
achievement of organizational goals.
THEME 2: Impact of creativity which impact the employee performance in the hotel
industry.

From the above mention theme, this has been examined that creativity develops the
positive impact on way of staff members. Creativity is defined as developing a creative system in
which the work-related issues can correctly be addressed step-by-step. Creativity is not enough,
but ideas should be translated into reality. New concepts also need to be used to change
management programmes. Yet innovation is an ability that allows employees to find solutions. If
anyone can optimize the decision-making outcome, it would be considered a sensible individual.
Some may illustrate how the people create practical solutions to the challenges and solve the
problem themselves. The employees makes creativity in their work so that they can able to
perform in a better manner and also attain the objective within given period of time. Creativity
helps in providing the new ways to employees to perform in better manner and also gaining the
attention of management. It is helpful in make improvement in employee performance as they
think something new that will be beneficial for company and this also make improvement in
organizational productivity.
THEME 3: Relationship between training and development and employee performance in
hotel Double tree by Hilton hotel London.
The above mention theme stated that training and development is one of the most
effective way to increasing the productivity and employee performance. Training and
development is an ongoing process designed to enhance the skills and overall performance of
individual workers at different levels. It integrates activities related to skills training, learning
and development. It has been examined that training and development develops positive impact
on performance of Double tree by Hilton hotel London. The training will improve the knowledge
of the employee's duties and develop their trust. This trust can boost the overall performance and
only the organization will benefit from it. Competent and up-to-date staff helps the company
maintain a leading and strong competitor position within the industry. Company success is
largely based on employee performance and the company will prepare and carry out appropriate
training programs for employees to help achieve the highest level of performance Double tree by
Hilton hotel London provides the training to its staff members so that they can able to perform in
better manner and also serve the better services to customers for satisfying their needs and wants.
Training and development allows managers to enhance the efficiency and motivation of
employees. It in effect will improve organizational and individual efficiency and strengthen the

ability of the Double tree by Hilton hotel London to achieve its objectives in accordance with its
performance targets and expectations, as the company faces external as well as internal
challenges.

CHAPTER 5: CRITICAL ANALYSIS, RECOMMENDATIONS AND
SUGGESTIONS FOR FURTHER WORK
Critical analysis
It has been stated that the employees are the main factors of company and it is necessary
for company to focus on increasing their performance level. This helps the hotel in interacting
with the customers in positive manner and also providing them better satisfaction level in an
effective manner. In the hospitality sector it has been stated that customer interaction with the
customers is most necessary and also providing them high quality of services. Better employee
performance help the hotel in providing the better experience for the customers and from this
they will be loyal for company.
Contradictory to this, staff members do not perform in a better manner in consumer feels
that organization is apathetic their requirements and will help elsewhere. If in case company will
not provide the metal working environment to the employees then it negatively impact on the
employee performance and they will not able to perform in a better manner. There has been
stated that training is one of the most important factor that improve the employee performance. If
company will not provide the training to employees for enhance their knowledge and then it
reduces their performance and also developed the negative impact on organizational
productivity.
Recommendations
There are some recommendations given below:
 It is necessary for Double Tree by Hilton Hotel London that it needs to training provided
to employees so that their skills and capabilities can be enhanced and they can able to
perform their activities in a better manner.
 Double Tree by Hilton Hotel London needs to measure the performance of employees. It
is necessary for hotel to conduct the performance review program and used various
methods of performance review search is 360 degree technique, Management by
objectives and many others. This will help in providing the better information about
performance of staff members.

 Hotel should communicate with the employees in a positive manner and determined there
issues which they are facing. Company needs to be provide the better solution regarding
their issues so that they can work effectively and also feel that they are the part of an
organization.
 It is necessary for Double Tree by Hilton Hotel London is to provide the better value in
relation to the employee so that they can be motivated and also find the way of
performing the job responsibilities. From this, they will focus on completing their work
and attaining the specific objects with in limited of time.
Suggestions for further work
Present research has been taken into consideration on Factors which affecting on the
employees performance. In conducting this research there have been secondary sources of data
collection method used because it provides the theoretical as well as descriptive knowledge
regarding the specific subject area. There has been a case study strategy used because it analyze
the situation of an organization and also provides solution regarding this. Other than this,
researcher can use the primary method of Data Collection is this provides the fresh and new
information regarding the specific subject area. This will help to an investigation in future by
collecting authenticate and new information regarding the specific subject area. This will help in
conducting the research in future in a systematic manner.
CHAPTER 6: CONCLUSION
From the above mentioned report it has been examined that employees are the main
components which contributes towards attaining the specific aim and objective of company.
Main focus of an organization is to improve the employee’s performance so that they can
perform better and also can able to provide the better customer satisfaction. As there are many
factors which affecting the employee’s performance for an instance pays scale, communication,
working environment and others. In the literature, it has been discussed that the narration impact
on the employee performance as company provides the remuneration to employees to motivate
them so that they can perform in a better manner. It has been discussed that creativity impact on
the employees performance in a better manner. From the creativity, employees focus on finding
the new and innovative ways to perform their activity. There has been discussed about the

training and development that impact positively on the performance of employees as skills and
knowledge base. There has been research onion used to analyze the collect information about
various sources and there has been qualitative research methodology and inductive research
approach used because it is helpful in providing the information regarding the specific subject
area. Secondary method of Data Collection used to collecting of data because it provides is
proper knowledge about the specific subject area and also able to attend the ain and objective in
a better way.

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