Impact of Employee Performance and Motivation on Success of Hospitality Industry

This research project aims to analyze the impact of employee performance and motivation on the success of the hospitality industry, specifically through a case study of Hilton hotel. The objective is to evaluate the significance of employee motivation within the industry and analyze different strategies used by hospitality service providers to motivate their employees and improve their performance.

Research project propose

TABLE OF CONTENT
INTRODUCTION...........................................................................................................................2
Background .................................................................................................................................2
Aim .............................................................................................................................................2
Objective .....................................................................................................................................2
Rationale .....................................................................................................................................2
LITERATURE REVIEW ...............................................................................................................2
METHODOLOGY .........................................................................................................................3
Research type...............................................................................................................................3
Research design...........................................................................................................................4
Data collection ............................................................................................................................4
Data analysis ...............................................................................................................................4
Sampling .....................................................................................................................................5
Ethical consideration ...................................................................................................................5
ETHICS FORM ..............................................................................................................................5
REFERENCES................................................................................................................................7
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INTRODUCTION
Background
The services provides by hospitality organisations not only depends upon quality of
services but also on guest experience and behaviour of employees. For creating a long lasting
positive image regarding services it is required for the organisation that its employees are
motivated enough to deliver high quality success (Zacher, Robinson and Rosing, 2016). In this
global era hospitality organisations such as Hilton hotel provide services to a wide range of
customer segments. In order to meet those needs its employees must have necessary skills and
motivated attitude. The lack of appropriate motivation can affect the service quality and success.
Aim
To analyse the impact of employee performance and motivation on success of hospitality
industry: A case study of Hilton hotel.
Objective
 To evaluate the impact of motivational factor and employee performance on
organisational success.
 To assess the significance of employee motivation within hospitality industry.
 To analyse different strategies used by hospitality service providers for motivating their
employees and to improve their performance.
Rationale
Hospitality industries are undergoing into vast range of changes with globalisation and
increasing tourism activities. Thus for long term success it is necessary for these service
providers to retain a work force which can meet the diverse needs of their customers (Sharma,
Kong and Kingshott, 2016) . The lack of employee motivation and performance monitoring can
result in degraded service quality. In long term organisation may also fail to explore the huge
growth opportunities in this global era (Kauppila, 2018). Thus the purpose of conducting
research on this topic is to understand the importance of employee motivation for improving
service quality through employee performance.
LITERATURE REVIEW
According to Steers and Lee, (2017) human resources are vital elements of an
organisation and their efficiency has significant impact upon customer retention. Especially in
hospitality organisations quality of guest services are greatly influenced by the behaviour of staff
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members. Thus apart from service quality organisations are also required to manage their human
resources so that they deliver services efficiently.
In the same context Beltrán-Martín and Bou-Llusar, (2018)stated that motivation is one
of the factor which affect the performance of employees. The organisations which uses suitable
techniques for keeping their employees highly motivated tend to gain better competitive
advantage. When employees does not find themselves recognised or appreciated within
organisation then they tend to show less efforts to improve the service quality or their
performance. On the other hand when organisation use suitable tactics to encourage their staff
members then it brings positivity and creativity at work place. It is beneficial for improving the
organisational overall performance.
As per the view of Sharma, Kong and Kingshott, (2016) hospitality organisations
provide services to guest from different cultures and background. Thus apart from the brand
value and range of services organisational success greatly depends upon the way in which
employees are motivated and retained for long term by organisation. Hanaysha and Majid,
(2018) stated that though motivation is an important aspect of the organisational success but
hospitality service providers must also emphasis on choosing suitable strategies. The improper
level of motivational flexibility can have adverse impact on the performance of employees. It is
also possible that it can demotivate employees or can even make them irresponsible towards their
job roles. Thus for assuring long term success it is required that organisation must also review
and monitor the effectiveness of their motivational strategies so that they can contribute towards
improving employee performance.
Zacher, Robinson and Rosing, (2016) elucidated that employee motivation has also
become one of the key strategy by global organisations like Hilton to improve employee
retention and talented human resource pool. The efficient work force is one of the characteristics
of successful and leading hospitality organisations. Organisations are also attracting talented
human resources by motivational tactics so that companies can bring constant improvement in
their global presence and overall productivity of the employees.
METHODOLOGY
Research type
Research studies can be of qualitative and quantitative type. In quantitative studies
statistical data is used and thus the outcome of such studies is quite narrow and is interpreted
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through mathematical relations. Thus quantitative studies are quite time consuming, complex and
requires in depth knowledge of statistical tools for analysing the data (Hennink, Hutter and
Bailey, 2020). On the other hand the proposed research project will be of qualitative type in
which only descriptive data is used. The advantage of qualitative study is that it is less time
taking and are not limited to only research objectives. Instead they are broad and also helps to
explore and determine other valuable findings related to research topic.
Research design
Research approaches includes methods for combining different research components in
logically so that research problem can be solved. Research design can be of descriptive,
exploratory and causal type. Causal research design is suitable for exploring relation between
cause and effect and thus it is not preferred for this study. Descriptive design is used for giving
detailed analysis of identified problem or issue. In this study exploratory design will be used in
which given research aim will be explored by using different theories and models so that its
different aspects can be determined. This research design is beneficial in improving the
knowledge about research topic so that better investigation and improvements can be made.
Data collection
Collection of data is one of the most important part of the research as research outcomes
depends on the quality of data collected. Data can be collected by means of primary data
collection methods and secondary methods (Silverman, 2016) . In primary collection data is
gathered freshly by researchers using tools such questionnaire, interview, group discussion. The
secondary data can be collected by using secondary data such as books, journals and literature
work of other researchers. In this research both primary and secondary data will be used to
collect the data. For the primary data collection a questionnaire will be used as it helps to analyse
the real time findings related to study.
Data analysis
For analysing the data appropriate research methods must be chosen. The statistical or
quantitative data can be analysed using statistical tools such as SPSS in which mathematical
concepts such as mean, mode and median can be used derive statistical relations between
collected data (Drake, Rancilio and Stafford, 2017). However in this study only qualitative data
is used and thus statistical tools are not employed for the analysis purpose. In this study on the
basis of collected data and response of participants suitable themes are developed for the
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analysis. One of the advantage of using thematic analysis over quantitative analysis is that it
gives highly flexible and detailed analysis.
Sampling
Sampling is defined as the process to chose a small size population so that a feasible and
reliable research can be conducted. In probability sampling all members of population have equal
probability to get chosen for the research while in non-probability sampling certain criteria is
used for the selection (Hennink, Hutter and Bailey, 2020). For the proposed research 20
managers of Hilton hotel will be selected randomly through random sampling process. One of
the advantage of using random sampling is that it eliminates the possibility of bias in data
collection process. Thus research can be made more effective and validated.
Ethical consideration
Various ethical considerations such as privacy, confidentiality and informed consent will
be taken into account during the research. All research participants must be aware of the research
aim so that they can freely provide informed consent for the participation. The researcher must
respect the privacy, dignity and safety of the sample population so that they are caused any harm
or discomfort during research (Bryman, 2016). Participants must also be allowed to withdraw
from the study at any instant of time.
ETHICS FORM
Title of project
Impact of employee performance and motivation on success of hospitality industry: A
case study of Hilton hotel.
Purpose of research
The purpose of research is to enhance the performance of hospitality organisation by
improving performance of employee and suitable motivational approaches.
Research participants
For the proposed study random sampling will be used and 20 managers of Hilton Hotel
UK will be used as the study participants.
Recruitment procedures
No incentive or financial compensation will be provided to participants. The study will
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also gives strategic help to organisation for improving their performance and work
culture.
Methods
For collecting data a questionnaire will be used. Some additional secondary sources such
as organisational report, books and journals will also be used.
Ethical considerations and potential risks to participants
The research does not involve any potential harm or risk to participants. Prior to research
informed consent from the participants must be taken which describes the research
procedure, aim and purpose of the study. All participants also have right to withdraw from
the study at any point of time and they can also skip any question during data collection.
Their dignity and privacy will also be maintained throughout the research.
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REFERENCES
Books and Journals
Beltrán-Martín, I. and Bou-Llusar, J.C., 2018. Examining the intermediate role of employee
abilities, motivation and opportunities to participate in the relationship between HR
bundles and employee performance. BRQ Business Research Quarterly. 21(2). pp.99-
110.
Bryman, A., 2016. Social research methods. Oxford university press.
Drake, B.F., Rancilio, D.M. and Stafford, J.D., 2017. Research methods. In Public Health
Research Methods for Partnerships and Practice (pp. 174-187). Routledge.
Hanaysha, J.R. and Majid, M., 2018. Employee motivation and its role in improving the
productivity and organizational commitment at higher education institutions. Journal of
Entrepreneurship and Business. 6(1). pp.17-28.
Hennink, M., Hutter, I. and Bailey, A., 2020. Qualitative research methods. SAGE Publications
Limited.
Kauppila, O.P., 2018. How does it feel and how does it look? The role of employee motivation in
organizational learning type. Journal of Organizational Behavior. 39(8). pp.941-955.
Sharma, P., Kong, T.T.C. and Kingshott, R.P., 2016. Internal service quality as a driver of
employee satisfaction, commitment and performance: Exploring the focal role of
employee well-being. Journal of service management. 27(5). pp.773-797.
Silverman, D. ed., 2016. Qualitative research. Sage.
Steers, R.M. and Lee, T.W., 2017. Facilitating effective performance appraisals: The role of
employee commitment and organizational climate. In Performance measurement and
theory (pp. 75-93). Routledge.
Zacher, H., Robinson, A.J. and Rosing, K., 2016. Ambidextrous leadership and employees' self‐
reported innovative performance: The role of exploration and exploitation behaviors. The
Journal of Creative Behavior. 50(1). pp.24-46.
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