Employee Motivation and Engagement Factors: Hospitality and Tourism

This report delves into the critical aspects of employee motivation and engagement within the hospitality and tourism sector. It begins by defining the industry and highlighting the problem of high employee turnover, exploring factors such as unclear job expectations, unhealthy work environm...Read More

Employee Motivation and Engagement
factors in the hospitality and tourism
sector

Table of Contents
INTRODUCTION...........................................................................................................................1
MAIN BODY...................................................................................................................................1
Techniques of training & development.......................................................................................4
Herzberg- two factor theory........................................................................................................4
Maslow hierarchy need theory...................................................................................................5
Vroom's expectancy theory.........................................................................................................7
Career development strategy.......................................................................................................8
Performance management.........................................................................................................10
CONCLUSION..............................................................................................................................11
REFERENCES..............................................................................................................................13

INTRODUCTION
Hospitality is defined as the broad category of field comes under the service sector which
includes food and drink services, lodging. Transportation, event planning etc. the term hospitality
reflects the meaning of generous and friendly reception or entertainment of visitors, guests or
strangers. Hospitality and tourism industry of United Kingdom is largely represented by the
country's hotels, restaurants, pubs and leisure companies that produces around 4% of UK's GDP.
Employee turnover within hospitality and tourism industry is extremely high that affects
many organisations and it is identified within a survey that 74%of firms in UK are reported a
negative impact on their business performance. It is also reported that there are four reasons that
cause labour turnover such as- 55% due to change of career, 45% due to promotion across the
firm, 41% because of level of pay and 33% because of lack of career development. Employee
turnover is an academic issue within hospitality and tourism industry.
MAIN BODY
Hospitality and tourism sector of UK facing the problem of high employee turnover
within industry due to several reasons such as- unclear job expectations: Not knowing of what
will or should be doing at work may leads to serious cause of stress for many employees.
Unclear job expectations may leads to high turnover within hospitality industry. Unhealthy
work environment and high pressure may results in feelings of stressed out, it is not suitable
for everyone and 63 workers said that they have experienced sexual harassments during their
work may force them to leave the industry. Another important factor that impact hospitality
industry in terms of high employee turnover is minimal growth opportunities reflects as the
major cause of leaving the industry. Whenever someone enters within a job, advancement is
going to be on their mind and there is no exception in hospitality. Thus many hospitality
organizations only look at their employees as part-time or seasonal workers. When employee feel
as they are viewed as short terms and part time employee by management they don't want to stay
there. Lack of recognition is also an factor that raise employee turnover within hospitality
industry. Respective industry demand hard work at irregular working hours, regardless of
position of employee, when employees are constantly giving their best and not get appropriated
from upper level management demotivating employees for stay for more (Noe and Kodwani,
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2018). All are the major factors that impacts business firms within hospitality and tourism sector
in adverse manner. These are further explained as under: Reducing productivity: Due to unhealthy work environments and pressure feels by
employees at work in hospitality and tourism industry forces them to leave the firm.
Irregular working hours, unclear job tasks and roles may create a feeling of turnover
from the sector. Lack of skilled employees and staffs reflects the overall productivity of
organisation. For instance if Rosewood London doesn't treat its employees well it will
lose overall productivity of employees as well as guests, visitors who appreciate its
services which is the result of employees hard work and performance. Low satisfaction for guests: High turnover in hospitality and tourism sector impacts the
satisfaction level of visitors who have diverse expectations and needs fulfilled by
effective staff and employees who entertains them. Due to lack of effective staff within
hospitality organisations may leads to dissatisfaction for visitors and guest that reflects
ineffectiveness of firm. This is also result of high employee turnover within hospitality
and tourism industry (Clark, 2019). Mismatch between jobs & employees: In terms of hospitality and tourism industry job
work of employees are clearly stated by and employees are expected as work for
irregular hours without complaining. This increases the mismatch between jobs and
employees within respective industry. Unclear work and lack of proper communication
between employees and top management reflects mismatch in employees jobs that
results in unsatisfactory outcomes for business organisations within respective sector. Low level coordination: As work of employees and staffs are unappreciated within
hospitality industry that increases feeling of stress and confusion between employees and
management and build low coordination between them. Thus due to communication gap
between employees and staffs of hospitality firms may leads to low level of coordination
and cooperation between them which results in lower productivity within outcomes
(Adeyi and et. al., 2018).
 Performance downfall of firm: High turnover in hospitality and tourism sector may
leads to downfall performance of firms within respective sector. For instance business
firms in hospitality industry do not treat their employees equal, fair and do not appreciate
their works which results in feeling of dissatisfaction by them from the firm and forces
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them to leave. There is already a lack of employment within this sector due to losing the
interest of people as a career option and leaving the firm by working professionals may
result in raising vacant position within the firm. Lack of proper staff may impacts the
work of firm and makes firm enable to work properly that leads to downfall for business
firm within hospitality industry.
Training and development:
It is a subsystem of company which emphasize on improvement of performance of
groups and individuals. Training is define as educational process which includes sharpening of
skills, changing of attitudes, concepts and gaining more knowledge for increase performance of
staff members. When there is good & efficient training of team members this helps in their
knowledge & skill development which helps company to grow and improve. Organisational
development is define as process which strive to build capacity to achieve and sustain new
desired state which benefits community or organisation and world which is around them
(Hanapiyah and et. al., 2018). In terms of Rosewood London, there is importance and benefits of
training and development which are used for motivate employees and also reduce high
employability turnover which are discussed, For hospitality industry managers have to keep
improving as it is important for industry to have regular training and development programs for
their employees. There is changes in business environment and competition and by this it is
critical to keep learning and also pick up new skills and knowledge. There are some points which
are discussed below are some importance in terms of Rosewood London:
 Proper and optimum utilisation of resources which are related to hospitality industry.
 There is development of skill such as leadership, time management, team management
and so on.
 By training and development this improve organisational culture, quality, safety,
corporate image and morale.
 With help of training and development employees become motivated and refresh their
goals, contribution levels and ambitions.
Benefits of training and development for motivate employees
There are many benefits for driving employee development which helps in more efficient,
engaged workforce and competitive. Training and development helps organisation for motivate
employees as when there is hiring and retention in company this creates positive attitude in terms
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as their career development and also they are becoming future leaders. When employees are
getting proper training programmes this will create increase in workplace engagement. In terms
of respective hospitality industry manager have to provide proper training facilities which
motivate employees this helps organisation for improve profitability and productivity and also
sustaining high customer turnover (Powell and McGrath, 2019).
Use of training & development for reduce high employability turnover
Employee turnover is major concern for every organisation today. When there is high
employee turnover which devastating effect on hospitality industry, especially lost of staff
member which are high performers. With use of training an development this can reduce high
employability turnover as this will increase productivity of worker. This will lead to benefit
factor for both hospitality industry as well as worker as there is enhancement in worker output
and productivity.
Techniques of training & development
There are various techniques of training and development which helps for motivate
employees and also reduce high employability turnover are discussed as On the job training is
done when staff members gets training while performing assigned task to individuals. Off job
training is consider as type of training when staff of company are called for training session for
learning particular task. There are various training and development methods such as on the job
training, classroom training, mentoring, product training, skills training, attitudinal training and
development and so on. In terms of Hotel industry, managers believe as there must be on going
professional education which is important for every company. There is also great emphasises on
in house training programmes and nomination to external courses.
Motivational theories:
These are the theories which are considered as task with discover of drives of person to
work towards achievement of goals or outcome (Bevins, 2018). There are many theories in
terms of Rosewood London which helps to motivate their employees which are helpful for
reduce the employability turnover are discussed below:
Herzberg- two factor theory
This theory is also called motivation hygiene theory. According to this theory there are
two factors like Motivating factors ( which are caused job satisfaction and motivation), hygiene
factors ( causes dissatisfaction). According to Herzberg ( 1987) job satisfiers deals with factors
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which are included in doing job, whereas job dis-satisfiers deal with such factors which are
define in terms of job. There are two factors are included in this theory which are discussed
below: Hygiene Factors: These are factors such as working conditions, salary, work
environment, security and safety which are low level at their work segment, these factors
make individuals dissatisfied, unhappy with their job. These factors are needed for
ensuring as an employee is not dissatisfied. Some of factors which are termed as job
dissatisfaction are supervision, salary, working conditions, interpersonal relationship,
company administration and policy and so on (Tweedie and et. al., 2019).
 Motivating Factors: These factors can increase motivation and job satisfaction which is
based on need of individual for personal growth. It these elements are in effective terms
then this leads to motivate employee for attain above average effort and performance.
These factors are needed for ensuring satisfaction of employee and for motivate
employee for higher performance. There are some factors which are termed as job
satisfaction or motivating factors such as recognition, work itself, advancement,
achievement, responsibility and so on (Shannon, 2019).
So by this theory this is basically determines dissatisfaction and motivators which
determine satisfaction. These two scales are independent and this can be depend on performance
of individuals. Herzberg tried for bring more humanity and also care of company's life. Intention
behind development of this theory is used as motivational tool but also to offer guidance for
improve performance of organisation.
Maslow hierarchy need theory
This theory is an idea which is in psychology invented by Abraham Maslow in 1973, as
theory of Human motivation. This theory is used for to study how individual intrinsically taking
part in behavioural motivation. Maslow used various terms such as physiological, social needs,
self actualisation, belongingness and love, safety which helps in describing pattern by which
human motivation is generally move. According to this theory in order for motivate there must
be arise of next level as each and every stage must be satisfied in terms of individual themselves.
In addition, this theory is main base for knowing effort and motivation which are correlated to
behaviour of human. In terms of hospitality industry, there must be use of this theory as to
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examining or motivate the employees which helps in reduce employability turnover (Liu,
Prybutok and Rubino, 2019). There are many steps of this theory which are discussed below: Basic needs: This is a concept which is basically derived for cultivate and explain
foundation for motivation. This need is main physical requirement for survival of human.
This means as basic needs are termed as universal needs. These needs are considered as
biological requirement for survival of human. In terms of hospitality industry, employees
need comfortable working environment. If individual are working in extreme cold or hot
environment they are not advance to next level of hierarchy theory as they simply not
getting the motivation. So employees have to assess such working environment like food,
restroom breaks, drinks and so on (Mone, London and Mone, 2018). Safety needs: Once individual basic needs are satisfied their safety needs take dominate
behaviour and precedence. Individual wants to predictability, experience order and
control their livelihood. These type of needs are fulfilled by society and family. Some of
these needs are financial security, freedom from fear, social stability, emotional security
and so on. In context of hospitality industry, they have to ensures their employees as
ensure them as safe workplace which may involve offering ergonomic furniture and also
provide them as securing proper building. Job security is also consider as key factor
(Barashev and Li, 2019). Social belongingness needs: After basic and safety needs which are fulfilled, third need
is including of interpersonal and feeling of belongingness. According to this theory,
individual posses an effective need which is for sense of belongingness and acceptance
among social groups and son. This need is involve for interpersonal relationship which
motivates behaviour. Example of this needs are trust, acceptance, friendship and so on. In
terms of hospitality industry, have employee is satisfy with these needs there will be
building of key aspect as an culture. Industry have to make history of social and building
activities which are in higher degrees for engagement of employees (Ashdown, 2018). Self esteem needs: This needs is also called status or ego needs. In this individual
develops a concern with respect of status, recognition, respect from others and
importance. As most of people are need to have respect which includes self esteem and
self respect. These are classified in two categories such as esteem for oneself and desire
for reputation or respect from others. In respect of hospitality industry, confidence is
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considered as key point. As if employees are believes in themselves and also believes for
thanking as a recognition as others have trust in them, this will lead to more engagement
of them at workplace and also they work in productive manner.
 Self actualisation needs: In this level this refers to realisation of one full potentiality.
This theory describes as desires and needs which are accomplish for doing all in effective
manner. This level is conspired as highest level which refers to realisation of self
fulfilment, person's potential, peak experience and so on. In base of hospitality industry,
self actualisation is make sure as employees as they are put in such position as which they
are capable. This creates erodes engagement and they are also begin as they are not
having any type of doubt with their job (Sobaih and Hasanein, 2020).
Vroom's expectancy theory
This theory is based on assumption of individual behaviour results from choices which
are made by individual in terms of alternative course of actions, which are basically related to
psychological event occurs simultaneously with behaviour. This theory has their root in
cognitive concept that is in what manner individual processes as there are different elements of
motivation (Aguinis, 2019). This theory mainly built around concept of valence, instrumentality
and expectancy. So that is why this theory is also called as VIE theory. These points are
discussed below in terms of Rosewood London: Valence: This factor is refers to value which an individual places on particular outcome
or as a strength of person's preference which are expected as reward of result or outcome.
For positive valence, individual should prefer attaining the results which are not attaining.
In terms of hospitality industry, there must be promotion of individual this leads to
motivate individual but they might not value as offers of increased in incentives. So there
is zero valence as individual prefers for not attaining results for attaining it (Nasif, 2020).. Instrumentality: This is another input into valence as this is instrumentality of result of
first level in terms of obtaining second level outcome. This theory is define as degree for
which first level is leads to outcome of second level. For instance, employee have desire
for promotion and they feel as superior performance which is key factor for achievement
of goal. So by this the first level outcome are considered as average, superior and poor
performance and second level result is promotion. So, first level result of high
performance which is acquires as positive valence which have to expected relationship
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with having second level result as promotion. So by this employee is motivated for
performing efficiently with have desire for get promoted (Kearney, 2018 ).
 Expectancy: This is another factor which determines motivation as the probability that
particular actions are lead to desired outcome. This factor is different from
instrumentality in sense as which is related to first level outcome, but instrumentality
have relation to first and second level of outcome which is to each other. So by this,
expectancy is define as probability that particular action is lead for a particular first level
outcome. This factor is influenced by such factors like availability of right resources,
availability of crucial information, possession of appropriate skills or knowledge for
performing particular job and so on (WU, CHEN and LU, 2018).
This theory is basically based on self interest of individual who have to achieve
maximum satisfaction and who wants to reduce dissatisfaction. This theory is stresses
on expectations and perception as what is real and what is actual is immaterial.
Career development strategy
Career development is defined as setting gaols and acquiring the skills in order to
achieve those goals. It is refer as the terms used to manage one's career in an intra-organisation
or inter- organisational scenarios. This includes giving employees training on new and fresh
skill, moving to higher job responsibilities, making a career change within the same organisation
etc. career development is the important term due to current information about the organisation
as well as future trends that helps employees to create more realistic career development goals.
Focus on skilled development contributes towards learning opportunities. Career development
plays significant role in enhancing motivation and productivity of employees and it is necessary
to decrease employee turnover within hospitality and tourism industry. Career development may
includes personal improvement of a person in order to achieve a personal career plan. It involves
the process of conversation of personal career plans into action so as to achieve career goals, it is
important for any organisation to develop strategies that reflects positive impact over motivation
and building moral of employees towards raising performance and productivity of both firm as
well as employees (Shaughnessy, Moffitt and Cordova, 2018). In terms of hospitality and
tourism industry, business organisations can use following strategies in order to offer career
development for their employees and staffs so as to retain and motivate them for staying long:
Research job path: In order to retain existing employees and engaging them in effective and
productive ways it is important for organisations and firms within hospitality and tourism sector
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to use effective strategies based on career development of employees and staffs. For instance
hospitality and tourism sector constantly losing interest from people thus, it is very important to
use effective strategy for development of careers of employees within respective industry. One of
the successful strategy a firm can use in order to motivate and engage employees within firm is
research job path. It is a career development strategy that reflects research for searching best
options that clear the path for employees and people who wants a better careers. This will help
the firm to get engage their employees and helps to reduce employee turnover (ZHANG and
Shuai, 2018).
Leverage company resources: Another significant strategy of career development within
hospitality sector is to leverage the resources of firm in order to raise employees engagement.
The whole point of leveraging is that already equipped to to succeed. When a firm leverage its
existing resources, they expand and multiply to produce new resources that reflects positive
benefits for the firm. This reflects leverage facilitate the momentum to the top, where
organisations are able to achieve anything desired by employees and staffs. There are ways to
leverage resources of firm in order to promote the sell and business in front of customers as well
as employees of the firm. Creative marketing is a way to leverage resources of firm that has
prominent impact over motivating employees and getting them engaged within the firm. Thus
leveraging is also an effective career development strategy for employees (Adamu and Shakur,
2018).
Consult with a mentor: Another significant strategy for career development of employees within
hospitality sector is to consult with mentors when employees facing any problem regarding their
work or may be other personal issues. Consulting with mentors helps employees to and
management to determine the problem clearly and find out the effective solution based on mutual
benefits. Thus this will helps in retaining employees in organisations as well as helping in
reducing employment turnover within the sector or industry (Ghozali, 2020).
Reward distribution: In order to enhance employees interest within hospitality and tourism
sector the effective career development strategy for hospitality firms is distributing rewards for
the employees who perform their works and duties effectively. This will boost moral of
employees so as to work with full potential that has prominent impact over employee
performance as ell as raise the productivity of firm. This is an important method or strategy that
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helps business firm promote career development for employees and learners both (Blackman and
et. al., 2019).
Performance management
It refers as the corporate management tool or method that helps managers to monitor and
evaluate employees work. The goal and objective of performance management is to create an
environment where employees can perform for the best of their abilities and potential in order to
achieve or accomplish objective of business firm. This result in effectiveness and efficiency
within the productivity and performance of employees that reflects prominent impact over
business position. It refers as the continues process of improving performance of employees
through setting short term goals and objectives for them so as to enhance their skills and abilities
that leads to effectiveness in firm's productivity. Performance management is not only about
dealing with poor performance but also considered as a holistic approach that starts with getting
right people, setting effective performance expectations of customers, guiding and coaching
employees to deliver efficient results, high quality of service and terminating of employees for
the poor performances or employees who don not fit for the organisation. Thus it is not limited to
improving employees performance but it is a effective term to get skimmed people that raise
performance and productivity (Patil, 2020). Following are the tools and techniques that can help
hospitality organisation in order to enhance performance of employees:
Set smart objectives: In terms of hospitality and tourism sector organisations can set goals and
objectives based on smart an creativity that increase the skills and knowledge of employees that
has prominent impact over business performance. Setting goals make it clear for employees and
staffs what is expected from them and how it is important for their personal as well as
professional benefits. This helps to improve performance and productivity of human resources
within the firm that has prominent impact over business position.
Empower employees: In order to manage employees performance effectively another important
technique or method that can be helpful for hospitality firm is to empower employees or staffs
trough assigning them responsibilities and authorities so as to make them capable and
independent towards their work and performance (Kohli and et. al., 2018).
Provide continues coaching: It is also a important method of performance management within
which top management provides effective training and development programs that give constant
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learning to employees and staffs which results in higher employees performance as well as
productivity of employees that reflects business productivity.
Encourage individuals to suggest improvements: In order to enhance employees performance
and work productivity another significant tool is to encourage and motivate employees towards
suggesting them improvements. This help hospitality firms in getting significant benefits in
terms of better outcomes for firms (Acikgoz and Sumer, 2018).
CONCLUSION
As per above report it is observed that hospitality sector is largely affected by the
increasing turnover of employees due to variety of reasons such as- lack of growth opportunities,
underappreciation from top management, pressure and unhealthy work environment. Thus it is
important to motivate and encourage employees to stay long term. For accomplishment of the
purpose this report covers training and development for employees within hospitality firms.
Furthermore motivational theories are explained in order to enhance moral of staffs. Moreover
career development strategies and performance management is considered within the report.
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