Employee Job Satisfaction and Motivation: A Study at Hilton Hotel UK

This report investigates employee job satisfaction and motivation within the hospitality sector, specifically focusing on the Hilton Hotel in the United Kingdom. The study examines the impact of both financial and non-financial rewards on employee motivation and retention. The research includes a comprehensive literature review covering incentives, reward types, and their objectives, along with the importance of reward systems in the hospitality industry. The methodology involves interviews with employees and managers to gather data on their perspectives regarding motivation and job satisfaction. The findings analyze the influence of various rewards on employee performance and the overall effectiveness of the organization. The report concludes with recommendations for enhancing employee motivation and improving business operations within the hotel.

Running Head: EMPLOYEE JOB SATISFACTION AND MOTIVATION
Employee Job Satisfaction and Motivation
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Executive Summary
Rewards are considered to be an important aspect so as to keep the employees
satisfied with the practices of job being adopted by the organization (Sledge, Miles and
Coppage, 2008). The present research aims at understanding that “To what extent the
financial and the non-financial rewards affect the employee job satisfaction and staff
motivation in the Hilton Hotel United Kingdoms. The researcher has been involved in taking
interview from both employees and managers so as to understand the significance of rewards
and whether the same motivate its employees to work hard or not. The current research
helped in understanding the importance of various methods of financial and non-financial
rewards. Adoption of the same can make the organizational functions effective ultimately
making the employees satisfied enough to conduct their job more efficiently and effectively.
The results section being drafted in the dissertation states that adoption of financial and non-
financial rewards system can help the organization to grow. It not only helps in development
and production growth of organization but its direct impact can also be assessed on personal
growth of the employee as well. In the end, it has been concluded by the researcher that, it is
important to analyse that whether the employees are having positive influence of financial
reward or non-financial reward before opting for any of them.
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Contents
1 Chapter One: Introduction.......................................................................................3
1.1. Background...................................................................................................6
1.2. Problem Statement........................................................................................7
1.3. Research Question........................................................................................8
1.4. Aims and Objectives.....................................................................................8
1.5. Research Scope.............................................................................................8
1.6. Structure of Dissertation...............................................................................9
2 Chapter Two: Literature Review...........................................................................11
2.1 Introduction........................................................................................................11
2.2 Incentives & Rewards........................................................................................11
2.3 Types of Rewards...............................................................................................12
2.4 Objectives of Rewards.......................................................................................13
2.5 Financial Rewards..............................................................................................15
2.6 Non-Financial Rewards......................................................................................16
2.7 Implications........................................................................................................18
2.8 Importance of Reward Systems.........................................................................18
2.9 Employee Motivation in Hospitality Industry....................................................20
3 Chapter Three: Methodology.................................................................................23
3.1 Research Philosophy......................................................................................23
3.2 Research Approach.........................................................................................23
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3.3 Research Strategy...........................................................................................24
3.4 Time Horizon..................................................................................................25
Grantt chart.................................................................................................................25
3.5 Data Collection Technique.............................................................................26
3.6 Sampling Technique.......................................................................................28
3.7 Research Ethics..............................................................................................29
4 Chapter Four: Data Analysis and Research Findings............................................30
4.1 Introduction....................................................................................................30
4.2 Analysis..........................................................................................................30
4.2.1 Notions of Motivation of Employees.......................................................31
4.3 Analysis of the Interview................................................................................35
5 Chapter Five: Conclusion & Recommendations...................................................37
References....................................................................................................................41
Appendix......................................................................................................................47
1.1 Manager / Employee Interview Questions.....................................................47
1.2 Section 2.........................................................................................................47
1.3 Section 3.........................................................................................................47
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1 Chapter One: Introduction
This dissertation is comprised of a detailed analysis in regards to the employee job
satisfaction and motivation. It revolves around the hospitality industry and describes in what
manner are the employees within the hospitality sector are affected through the financial and
non – financial rewards. Furthermore, it is focused primarily on the Hilton Hotel, because
there are management issues as well as the turnover rate of the hotel and to what degree are
the financial and non-financial incentive have an impact of the job satisfaction and the
motivation of the employees. The motivation of employees within hospitality businesses is
considered to be a significantly important matter, because it is help is controlling the turnover
rate within an organisation, which if not considered can lead to financial losses and
degradation of quality. A major purpose due to which the managers are ought to motivate the
staff is so that they would put in their hundred percent determination to achieve the
managerial results as well as the other sectors. (Yang, 2010). However, the present
dissertation focuses on hospitality sector so that it can be studied in detail.
This research is basically aimed at the investigation of the employee motivation
within the hospitality industry in the United Kingdom and specifically the Hilton Hotel
London. As a result, the key aim of the introduction is to provide data on the aims of the
research and the background of the research and the underlying principle for piloting this
study (Boxall, and Macky, 2009).
For motivating the work force much efficaciously the employers are ought to take in
considerations the trends as well as the changes that are emerging within the behaviour of the
work force as well as the labour market. The reason for this is that the personnel of the
hospitality sector is consisted of diverse ages and have diverse stipulations for the
remuneration bundles as well as varied employment requirements, for this reason it’s
essential for managers to alter the strategies they are utilising for the motivating their
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workforce and make sure that those strategies come in accordance with the demands and
requirements of the personnel (Lee, and Ok, 2012)
1.1. Background
In the world of business, hospitality sector is considered to be a prominent business
sector that comes up with a lot of new - fangled assets are open and built every ten years.
Correspondingly, this sector is known to have the highest employee turnover (Lee, and Ok,
2012) and as a result, this has come to be an executive’s most crucial job to discover the
causes as to what is the reason for such a high turnover rate as well as take suitable action for
minimalizing this.
Empowerment, leadership and motivation are inseparable fragments of the
personnel’s routine performance (Kim, and Jogaratnam, 2010). To begin with, every person
requires a purpose to get up every daybreak besides “they pay me” is scarcely the idyllic
chronometer. For certain individuals, the financial perks as well as support they are given at
their job are satisfactorily more than an adequate amount and does not look for further. Then
again many individuals are there that do their jobs for an eloquent determination. These
individuals are those that try to grasp their capacity by the means of surpassing the
knowledge that they have gained within the areas of their line of work, seeking out further
than to get the job completed plus last then again not the slightest, these individuals are
alacritous to encounter different trials as well as entice a number of various chances for the
purpose of their self – improvement and development. (Chuang, Yin, and Dellmann-Jenkins,
2009)
Motivating personnel of the organization in a right format can help in building
substantial output from them. Its direct impact can be stated and reflected by the overall
functioning and output of the organization. Hence, it has become a debatable matter on how
to motivate the employees in a right manner so that maximum output can be gathered by the
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organization by achieving its aim and objectives. The organizations belonging to hospitality
industry come up various strategies for employee motivation. They also get involved in
seminars and conferences so as to learn whole set of new methods for its implementation. It
helps in gathering desired outputs from the employees working with the hotel (Deery, 2008).
It is understandable that occupation within industries like hospitality, is time and time
again is considerably short-term, either or both stop-gap occupation, where personnel in the
long run leave for a lot of various reasons, may it be financial or non - financial.
Unquestionably, the top ranked cause is incentives as well as lack of motivation (Gursoy,
Maier, and Chi, 2008)
1.2. Problem Statement
Motivation and job satisfaction are said to be an everyday part of the personnel
performance (Gioia, Corley, and Hamilton, 2013). Some individual only works for the sake
of their pay while there are other individuals that want more from their jobs. In the hotel
industry the employee turnover is significantly high and individuals only stay on the job for a
very short period of time. There is not enough in depth analysis of the motivation and job
satisfaction criteria of the employee. Other important factor that is left unnoticed apart from
turnover and growth of the organization is personal development and knowledge
enhancement of the personnel who are working with the hotel. They tend to build up their
knowledge base where they are more motivated to perform their job in a well-defined
manner. It helps in development of individual’s skill set and satisfaction level as well.
Addressing the requirements of motivation, this dissertation will focus on the factor which
can be used to motivate the personnel as well as what factors could be utilised for gaining the
confidence and commitment, from the perspective of the personnel as well as the managers.
Through scrutinising personnel motivation concerns within the hospitality sector, specifically
in the Hilton Hotel United Kingdom, from the personnel’s perspective would solitarily aid the
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organisation to comprehend to the point of view as well as the assertiveness of the personnel
in regards to the motivational practices currently being used in the organisation that they are
employed in, then again correspondingly assist the businesses within this section to figure out
the stratagems which can be used to retain the personnel as well as motivate them to work
hard (Costen, and Salazar, 2011).
1.3. Research Question
To what extent the financial and the non-financial rewards affect the employee job
satisfaction and staff motivation in the Hilton Hotel United Kingdom?
1.4. Aims and Objectives
 To define the concept of motivation of employees in the hospitality business.
 To determine how financial and non – financial rewards are have an impact on the
personnel’s job satisfaction as well as the work force motivation.
 To comprehend the influences which are able to encourage the personnel as well as
the needs for reaching the organisational goals.
 To examine the tactical methods for the encouragement of the personnel with the
intention of better development as well as the inflow business operations of the hotel.
1.5. Research Scope
The aim of this research is to scrutinise the personnel motivation practices within the
hotel businesses, concentrating on the Hilton Hotel United Kingdom. Certain reasons are
there as to why the researchers selected this certain subject matter. First and foremost, a
number of problems and issues, financial and non – financial rewards, job security and such,
are present within the segment of hospitality as well as a number of these partake an
influence on the outcomes of business as well as the performance of the business (Kim, and
Jogaratnam, 2010). Other issues that are linked to employee motivation apart from turnover
of the business are, higher level of satisfaction from the side of customer which ultimately
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leads to increase in frequency of their visits. However, from the side of employees, they are
able to enhance their knowledge base and provide the best possible services to the end
consumers. Empowering them through financial and non-financial rewards through
performance linked benefits and recognition, can help in enhancing their motivation level to
the core.
The present day difficult economic state of affairs have impacted upon the power of
expenditure of the consumer over vacation services and products that are professed as
unnecessary or non – urgent things. What is more, there is proof within the literature review
that points towards that researches explore the relationship as well as the importance of
employee motivation present inside the big chains of the hospitality sector that scarce
consideration is put towards the job satisfaction and employee motivation (Chiang, and Jang,
2008).
1.6. Structure of Dissertation
The arrangement of the dissertation is defined subsequently, the first chapter of the
dissertation is consists of the introduction in which the background, the problem statement,
research question, aims and objective as well as the scope of research is present. The second
chapter of the dissertation consists of the literature review, where it is explained what the
present research is all about the job satisfaction as well as the motivation of employees within
the hospitality sector. The major concentration within the chapter of literature review would
be on the issues related to the, concepts of employee motivation and theoretical perceptions
of the Human Resource Management as well the motivation and satisfaction of employees.
The third chapter of the dissertation is consisted of the Research Methodology. The objective
of this research is to scrutinise the satisfaction and the motivation of employees within the
hotel industry, from the point of view of personnel that are employee within an organisation
of this kind. The aim of the scholar is to conduct interviews to do achieve this. The interviews
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would be conducted with five managers as well as five employees which are working within
the Hilton Hotel, London, United Kingdom. The demographics of the interviewees were
inquired first, which included their name, designation as well as their age. The fourth chapter
of the dissertation is consisted of Data Analysis and Research Findings, the objective of this
chapter is to scrutinise as well as evaluate the primary data which is collected by the means of
the primary research. The final and fifth chapter of the dissertation consists of the conclusion
and recommendation, this is the final part of the exploration assignment. The key drive of the
fifth chapter is to provide suggestions as well as recommendation to assist the Hilton Hotel
United Kingdom in motivating its work force.
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2 Chapter Two: Literature Review
2.1 Introduction
Motivation is the reason why someone motivates something. It also means giving a
particular task a promising or supportive person. Alert factors play an important role in
business management. Employee interest, interest and commitment to the workplace to
increase the process, interest and rigid interest will enable them to do something, especially in
terms of work and work. Therefore, you must remember that a very encouraging employee
will use his or her own capabilities at the best and make efforts to increase efficiency in order
to achieve the highest strategic goals that disabled workers will not do. . Cost management
mainly consists of providing employee contributions to the employer's expectations of their
perception and employer's willingness to pay their employees and opportunities for work and
skills development. The employment link is an estimated target. As regards the prize, the start
is that employees allow employers to make efforts and skills. Instead, employers give them a
salary. The organization's prize system management aims to integrate and maintain the
human resources needed to achieve the company's goals. They need to increase their
motivation and dedication to maintain their staff and maintain high-performance. Indeed,
with the commitment to awarding prizes, the agency's goal is to ensure the continuity of
organizational goals and personal goals.
2.2 Incentives & Rewards
"Courage" can be defined as motivating or encouraging more stringent measures.
When used for payment principles, it usually means additional benefits paid by the employee
if he produces a job that exceeds the standard. Providing incentives for workers to stimulate
productivity rather than expect them to. This can be defined as; awards are compensation
payable to employees for services provided by the company. Wages or benefits are the salary
of a company employee. Researchers defines benefits because benefits provide employers
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with employees who attract and retain employees in the company. Therefore, the prize /
reward means the intention or motivation of raising a job. An effective strategy is to use the
compensation system as the main integration system. Through this system, the efforts of
various subordinates and individuals are geared towards achieving the organization's goals
and are subject to internal or external constraints. Simultaneous paying agencies tend to take
a strategic approach to choosing the composition and level of benefits, and directly benefit, in
order to strengthen the organization's overall strategic goals. The Harmonized Compensation
Scheme requires the adoption of four main decisions (Mathauer, and Imhoff, 2006). Critically
analysing the same, other researcher have stated that rewards and incentives not only benefits
the employees, but adequate benefits of the same can be analysed by employer as well.
Employers, by extending incentives and rewards, is able to gather more efficiency from the
side of employees and also enjoy positive and productive environment on the floor.
2.3 Types of Rewards
Generally, people are expected to receive two main categories of prizes at their place
of work. One is the local award, the employee's internal award and the salary they give.
Holistic awards include self-esteem, understanding of progress, and a sense of growth and
development of knowledge and talent. Most of these jobs require these awards. The complete
prizes are related to the workforce of the workers, so that design work affects them. Holistic
awards can be called "money / money prize without money". The second category is the
external motivation, which is an external employee and is provided by the organization or
other. External prizes have direct and indirect benefits. Direct incentives are directly related
to financial incentives such as salaries, bonuses, brokerage firms, prizes and prizes for the
personal group, dividends and options. Indirect awards are awards related to employee
benefits or benefits. This includes the maintenance system, paid leave, health insurance,
maintenance and employee benefits (O’neill, and Davis, 2011).
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