Impact of Employee Motivation on Hospitality Sector Performance

This research project investigates the impact of employee motivation on the productivity, performance, and customer service within the hospitality sector, with a specific case study on Marriott International Hotel. The study explores the terminology of employee motivation, its significance on customer services, the relationship between motivation and performance, and ways to motivate the workforce. The methodology includes a qualitative data analysis method using primary sources. The literature review covers key concepts like the significance of employee motivation on customer services, ways to motivate employees (financial and non-financial rewards, training and development), and the direct relationship between employee motivation and performance. The report aims to provide insights into improving customer service and business performance by addressing issues related to employee motivation within the hospitality industry, emphasizing the importance of employee satisfaction for overall success. The research uses various methodologies including research philosophy, research approach, and data collection methods.

RESEARCH PROJECT
(Impact of employees motivation on the
performance of Hospitality sector)

Table of Contents
CHAPTER 1- INTRODUCTION....................................................................................................3
Research Title..................................................................................................................................3
Background of the study..................................................................................................................3
CHAPTER 2 LITERATURE REVIEW..........................................................................................6
Introduction.................................................................................................................................6
Terminology of Employees motivation......................................................................................6
Significance of employees motivation on the customer services within Hospitality sector.....6
Ways through which work force can be motivated within the Hospitality sector......................7
Relationship between employees motivation and performance of hospitality sector.................7
CHAPTER- 3 RESEARCH METHODOLOGY.............................................................................9
Research Philosophy...................................................................................................................9
Research Approach.....................................................................................................................9
Research technique....................................................................................................................10
Research design.........................................................................................................................10
Data Collection..........................................................................................................................10
Sampling...................................................................................................................................11
Data analysis.............................................................................................................................11
Ethics.........................................................................................................................................11
Time scale and activity..............................................................................................................12
CHAPTER- 4 DATA ANALYSIS AND INTERPRETATION...................................................13
Introduction...............................................................................................................................13
CHAPTER- 5 CONCLUSION AND RECOMMENDATIONS...................................................24
REFERENCES..............................................................................................................................26

CHAPTER 1- INTRODUCTION
Research Title
To assess the impact of employees motivation on the productivity and performance of business
and customer services in Hospitality sector
Background of the study
In the present time, there is huge competition among the industries either it is hospitality,
travel and tourism, retail, entertainment etc. In order to survive in the competitive business
environment, it is very important to develop effective strategy and tactics. With help of
impressive tactics, corporation can run in the market for long time. In this manner, employees
plays a very crucial role within business entity through which firm can improve quality of
customer services, develop competitive advantage and earn impressive profitability. Thus, it is
very important for company to motivate its workforce in such manner through which they can
perform in most effective and efficient manner (Kakuma and et.al., 2011). While management
fulfil all requirements and desires of employees then they will motivate to give high quality of
outcome to company. Hence, it can be said that for sustain in the market for long time and earn
effective profitability employees motivation is very important for organisation.
In the hospitality sector, entire performance of business and progress is largely depends
upon the employees so management should keep satisfy them. By deliver effective and high
quality of customer services, hotel sector can earn profitability and market share. Management of
hotel should encourage its workforce to deliver effective customer services and solve their
queries in effective and efficient manner.
The major aim of this research study is to analyse the impact of employees motivation on the
productivity and performance of business with respect of Marriott International hotel. As per the
research it has been found that currently Marriott International hotel is facing issue related to
poor customer services through which productivity gets down (Koh and Sebelius, 2010). This is

very serious issue for Marriott International hotel so it is very important for management to
encourage and motivate its employees by deliver several monetary and non monetary rewards.
By employee's motivation, Marriott International hotel can improve productivity and
performance of business and deliver impressive customer services. In order to address the
objective of research, scholar have applied qualitative data analysis method and used primary
source of information.
Research Aim
To assess the impact of employees motivation on the productivity and performance of business
and customer services in Hospitality sector: A case study of Marriott International Hotel
Research Objective
To explore the meaning and concept of Employees motivation
To discuss the significance of employees motivation on the customer services in Hospitality
sector
To identify relationship between employees motivation and performance of hospitality sector
To determine the ways through which work force can be motivated within the Hospitality sector
Research Question
What is the terminology of employees motivation ?
What is significance of employees motivation on the customer services in the Hospitality sector
What is the relationship between employees motivation and performance of hospitality sector
What are several ways through which work force can be motivated within the Hospitality sector
Rationale of the study
In the current research study the major aim of scholar is to assess the impact of
employees motivation on the productivity and performance of business and customer services in
Hospitality sector. At the time of selecting the subject of research study researcher interest is
major factor that effect selecting employees motivation subject. Furthermore, researcher actually
desires to implement theoretical knowledge into the practical work that is why employees
motivation topic has been selected. Another major reason is that researcher have sufficient data
about the subject of employees motivation. Moreover, Marriott hotel have issue related to poor

customer services and performance so scholar actually wanted to solve this issue by analyse the
impact of employees motivation.
Resource Implication
For conducting research study, major three resources are significant such as human
resource, time and financial resource. Due to lack of financial resource it may complicated to
initiate activities associated with research such as transportation, internet cost, printing and
stationery etc. Furthermore, time is another major resource through which research activities can
conduct in an appropriate manner. Due to lack of sufficient time, it may difficult for scholar to
accomplish all activities within time period and in effective manner. In order to conduct each
research activities within specific time period, researcher will use Gantt chart method and Work
break down structure. By using this technique, scholar can able to conduct each business
activities within specified time period because this tool help in dividing entire research in to
small parts and targets.

CHAPTER 2 LITERATURE REVIEW
Introduction
Literature review is another one crucial chapter within research study which provides
detail knowledge about the subject. In this chapter several themes related to topic includes which
gives deep knowledge and understanding. In order to attain the aim related to assess the impact
of employees motivation on the productivity and performance of business and customer services
in Hospitality sector researcher have divided several themes in the literature review which are
discussed below-
Terminology of Employees motivation
According to Manzoor, 2012, it has been analysed that employee motivation plays a vital
role enhancing the working spirit of workers. The author has stated that motivating employees is
the term which helps in improving work productivity of staff member's which boost
organisations performance. Therefore, in accordance to this it is important for the organisation to
find appropriate ways to keep employees morale boosted. Further, Maroudas, Kyriakidou and
Vacharis, 2018, has stated that there are various theories which helps management in keeping
workers motivated like the Maslow theory which stated that in order to keep employee motivated
it is the responsibility of firm to fulfil there basic self esteem, determination and psychological
needs. It helps the employees in understanding that the firm focuses on the requirement of
workers at workplace. Moreover, Baloch, 2017, has stated that in order to keep workers
motivated the firm can implement the use of Hertzberg theory of motivation, it is the dual factor
theory in which the firm aims at motivation and hygienic factors in order to keep employees
morale boosted. In this the hygienic factors focuses on monetary and non monetary rewards and
incentive to serve employees satisfaction and motivational factor comprise the basic workplace
requirement like, first aid, heath and safety measures, food, flexibility in working hours etc.
Significance of employees motivation on the customer services within Hospitality sector
According to the view of Stone, (2013) in the Hospitality sector employees plays a very
significant role by which organisation can carry out its various activities and functions. In every
functional department such as marketing, human resource, finance, operation required workforce
and in the absence of them firm can not operate its activities. Customers are king within the
Hospitality sector through which Hotel earn profitability and market share. If customers happy
and satisfy then it becomes easy to develop impressive brand image in the market. Thus, it can

be said that customer satisfaction helps in developing competitive advantage. In order to make
customer happy and satisfy within Hospitality sector employees should give their best
contribution in deliver impressive customer services and solve their queries.
As per the view of Storey, (2014) in order to deliver impressive customer services, management
should encourage and motivate employees. By effective employee's motivation, firm can easily
attract new customer and retain existing customers. A motivated employees can automatically
give their best contribution and efforts to improve business performance and productivity. In the
opinion of Wright and McMahan, (2011) the major advantage of employees motivation within
the Hospitality sector is frequent customer services because a well motivated personnels can
solve customer queries in the fastest manner and give best services to them. Furthermore, quality
of services can also improve within business unit while employees are happy with management.
Ways through which work force can be motivated within the Hospitality sector
According to the view of Freeman, (2010) every employees have financial requirement
for survive their life and fulfil basic needs. For fulfil their need they work and earn money in
terms of salary and wages. While company provides additional bonus, compensation, incentives
etc then they will more motivate to get it. Basically financial reward gives by company to
employees according to their performance and productivity. This rewards helps to organisation
in encouraging and motivating workforce in excellent manner. Thus, it can be said that monetary
reward is the best way to motivate employees under which management gives incentive, bonus,
compensation, fringe benefits to employees for motivate to them. On the contracting view
Glendon, Clarke and McKenna, (2016) stated that non monetary reward is another best method
to motivate employees. In this method, company gives promotion, increment, higher
responsibility, growth opportunities etc to employees according to their capability and
efficiency. This is the way to motivate employees through which they can feel important
themselves. In the opinion of Guest, (2011) training and development is the best method to
motivate it employees through which they skill, ability, knowledge, capability regarding working
can improve. By help of training and development, employees may feel important themselves
and encourage for high quality of working within organisation.
Relationship between employees motivation and performance of hospitality sector
As per the view Ivanovic and Collin, (2015) there is direct relationship between the
employee's motivation and performance of hospitality sector. While management delivers

effective salary, wages, rewards, working condition to employees then they will motivate and
encourage for higher performance. In order to get effective rewards and incentives, employees
gives their best contribution and efforts to business and achieve determined objective within time
period. In addition to this, while management gives impressive rewards and incentive then they
feel important themselves and contribute within corporation for attain high target. Thus, it can be
said that employee's motivation have direct relationship with performance and progress of
organisation within Hospitality sector.
According to Manzoor, 2012, employees motivation and performance of hospitality
sector are interconnected to each other because employees are the key asset of firm and if the
management of hospitality sector will serve all the basic needs of employee than it will assist the
management in increasing working productivity of employees. Hospitality sector is directly
related to customer, therefore it is important for the management to ensure that its employees are
motivated in order to increase efficiency of customer services and working effectiveness. In
accordance to this the author has stated that in order to visitor satisfaction it is important for the
hospitality management to serve workers satisfaction.
`

CHAPTER- 3 RESEARCH METHODOLOGY
Research methodology act as tonic for the research process as it provides various type of
research tools and techniques which make research process easy and smooth for scholar. The
methodology involves tools like research philosophies, approach, collection of data, data
analysis, research techniques, research design, sampling etc. Further, implementing the use of
these methods assist the scholar in drawing appropriate conclusion by collecting accurate
information. In this research process, research methods will assist the scholar in determining the
aim of project will is to ascertain the implication of employees motivation on the productivity
and performance of business and customer services in Hospitality sector.
Research Philosophy
Research philosophy is the foremost part of research process assist the scholar in
understanding the importance of research title and objective and motive behind conducting
research. It provides various methods to develop critical understanding over the research topic
which to analyse the impact of employee motivating in the productivity and consumer services in
hospitality sector. Generally, philosophy is of two types that is positivism and interpretivism,
both the philosophy helps the scholar in different ways like with the help of positivism
philosophy the scholar formulates assumption with regard to research topic whereas in
interpretivism aims at making appropriate justification with regard to research tittle. Thus, in this
research process the researcher will make use of positivism philosophy where the researcher will
collect data and will formulate assumption on gathered data.
Research Approach
Research approach is another key driver of research process which assist the person in
addressing solution to the research questions. It is important for the person to implement
effective approach to process because it is the tool which helps in deriving outcomes to objective
and questions of research. Further, with the help of this tool the investigator is able to make
conclusion and is able to conduct effective research process (Rubin and Babbie, 2016).
Generally, there are two types of research approach that is inductive and deductive, in inductive
the person goes specific to general whereas in deductive the researcher goes general to specific.
Apart from this, it has been analysed that both the process are effective in their own context but
in this process the researcher will make use of deductive approach where the scholar will collect
general information from employees of Marriott on implication of employees motivation on the

productivity and performance of business and customer services in Hospitality sector.
Furthermore, with the help of general collected data the scholar will formulate specific
conclusion and recommendation.
Research technique
It is the another significant tool of research process with the help of which the person
summarizes the information which has been evaluated with the help of analysis and literatures
which has been evaluated with the help of secondary sources (Kumar, 2014). This provides two
types of research technique that is qualitative and quantitative. In this qualitative is exploring the
research topic whereas quantitative is making descriptive analysis. In this research process, the
researcher will make use of both type of techniques in order to derive appropriate summary and
conclusion.
Research design
Research design plays vital role in research process and it offers different design in order
to conduct effective research process like descriptive, exploratory, explanatory etc. Thus, in this
research the resarch will make use of descriptive design where the person will evaluate
information from employees of leading hotel Marriott to conduct entire process of investigation.
Data Collection
Data collection is the most crucial part of research process which assist the researcher in
gathering information with regard to research tittle on the basis of which person formulates
assumption and draw conclusion. There are two types of data collection process sources that is
primary and secondary, in secondary the scholar aims at evaluating suitable information from
already available information which is in governmental publications, articles, newspapers, books,
journals etc. (Sobh and Perry, 2016). Apparently, in Primary source the person seeks for current
data with the help of interview, focus grow up, questionnaire, etc. Thus, in this research the
scholar will make use of primary source in which the person will derive answer on implication of
employees motivation on the productivity and performance of business and customer services in
Hospitality sector from 20 employees of Marriott. This will assist the person in evaluating
various strategies which are used by hotels to motivate staff and the effectiveness of motivation
on customer service of organisation.

Sampling
Sampling is another key driver of research process which helps the researcher in
determining key players who can assist in the person in collection of data with regard to research
title. Further there are various types of sampling use in different cases like, cluster sampling,
random sampling, probability and non probability sampling. Implementing effective technique
in research process sis the best strategy which make entire analysis and data collection process
simpler for investigator (Rubin and Babbie, 2016). Thus, in this study, the scholar will make use
of random sampling in which the person will target 20 potential employees of Marriott hotel who
can assist the scholar in determining the implication of employees motivation on the productivity
and performance of business and customer services in Hospitality sector.
Data analysis
Analysing collected data is the most critical part of research process as in this the scholar
have to be attentive. In this the scholar draw conclusion with the help of gathered information.
Basically it is the interpretation of collected information in order to outline solution which are
based on research problems (Hogg, 2010). There are two type of analysis that is qualitative and
quantitative, in quantitative the scholar is liable to evaluate and analyse data in form of numerical
and mathematical terms which is time consuming and is complex process. Apparently, in
quantitative analysis the person derives solution with the help of thematic analysis. Thus, in this
research process, the scholar will implement the use of qualitative analysis in which the
individual will outline solution with the help of 9 themes which are formulated on the basis of
questionnaire.
Ethics
Ethics are the values, beliefs, emotions of the people which derives individual behaviour.
Therefore, it is important for the researcher to consider ethical requirements before conducting
research process. Ethical consideration assist the researcher in making research process smooth
and systematic (Ormerod and Ulrich, 2013). Thus, in this research process the researcher will
ensure that questions in questionnaire are formulated keeping in mind the interest of employee
and organisation. Further, before conducting research the researcher will seek for prior
permission from responsible authorities of Hotel Marriott in order to make investigation process
reliable and viable.
Research limitation

There are various factor which limits the research process of scholar like the time
boundation and expenses are the major factor which restriction and creates hindrance in
investigation process (Geerts, 2011). Thus, it is duty of the researcher to conduct entire process
of research keeping in mind all the limitations as it will help in conducting process fast and will
assist in controlling expenses.
Time scale and activity
Activity/Week 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16
Preparation of research proposal
Analysing aim and objectives
Overview of study
Evaluation of suitable research
methodologies
Collection of data
Examination of the collected data
Interpretation of gathered information
Outlining Conclusion and
recommendations
Submission of draft report
Modifications in draft
Last Submission

CHAPTER- 4 DATA ANALYSIS AND INTERPRETATION
Introduction
This is another one of the most important chapter within research study by which
information can collect, analyse, interpret for find out the best solution. Data analysis is a process
of evaluating information using analytical and logical reasoning to examine each component of
the data provided. In the absence of this chapter, researcher can unable to investigate the research
information and find out the best alternative solution. By help of effective data analysis,
researcher can take effective decision by analysing and interpreting the information.
In the current study, the major aim is to assess the impact of employees motivation on the
productivity and performance of business and customer services in Hospitality sector. For attain
this objective, researcher have applied qualitative technique along with primary data collection.
In this method researcher have prepared a systematic questionnaire about employees motivation
and its impact on business performance with respect of Marriott international hotel. In order to
collection of information from respondents, researcher have taken personal email id of 20
employees of Marriott hotel and sent questionnaire to them. This is effective criteria to collect
fair information from respondents and they can freely share their views and opinion without any
biasness. The collected information in the primary data collection are interpreted below-
1 Since how many years you have been working within the Marriott hotel?
 0-1 year
 2-3 year
 3-4 year
 More than 5 year
2 Kindly rate your satisfaction level with working culture of the Marriott hotel ?
 Highly satisfied
 Satisfied
 Dissatisfied
 High;y dissatisfied
3 Rate the statement that employee's motivation helps to company in improving customer
services and quality of work ?
 Strongly agree

 Agree
 Disagree
 Strongly disagree
4 Which kind of motivation technique used by your business enterprise ?
 Monetary reward
 Non Monetary reward
 Participation in decision making process
 Training and development
5 Which kind of incentive motivate you more ?
 Incentive and bonus
 Promotion and increment
 Training and development
 Employees engagement
6 Do you agree with statement that employee's motivation have direct relationship with growth
and higher performance within Hospitality sector ?
 Strongly agree
 Agree
 Disagree
 Strongly disagree
7 Do you agree with the statement that by motivate employees, Marriott hotel can achieve its
determined objective within time period ?
 Strongly agree
 Agree
 Disagree
 Strongly disagree
8 Do you business unit involve you in business decision making process?
 Yes
 No
9 Do you think that incentives and other benefits can influence business performance within
Marriott Hotel?
 Yes

 No
10 Recommend the way through which employees motivation can improve for enhance
customer services and business performance
Theme 1: Since how many years employees have been working within the Marriott hotel
Since how many years you have been working
within the Marriott hotel? Frequency
0-1 year 3
2-3 year 5
3-4 year 8
More than 5 year 4
Interpretation and analysis: This section stated that from 20 employees in the survey 8 have 3 to
4 year working within Marriott Hotel. In addition to this, 5 employees have 2 to 3 year working
0-1 year
2-3 year
3-4 year
More than 5 year
0 1 2 3 4 5 6 7 8
Frequency

within the cited venture. Thus, from this collected data it has been analysed that employees have
effective experience of working within the Marriott hotel. Thus, it can be said that they have
knowledge about the motivational techniques which used by the cited venture for its employees.
Theme 2:Satisfaction level of employees with working culture of the Marriott hotel
Kindly rate your satisfaction level with working
culture of the Marriott hotel ? Frequency
Highly satisfied 12
Satisfied 6
Dissatisfied 1
Highly dissatisfied 1
Interpretation and analysis: This section refereed that in the survey of 25 employees 12 are
highly satisfied with working culture of Marriott hotel. On the other hand 6 employees are
satisfied with existing culture and working within Marriott hotel. Thus, from this collected
Highly satisfied
Satisfied
Dissatisfied
Highly dissatisfied

information in the survey it has been assessed and analysed that Marriott hotel have impressive
working culture and environment for its employees through which they are effectively satisfied
with it. Many of the employees are highly satisfied with Marriott hotel that means company is
providing effective rewards, working condition and arrangement to them.
Theme 3: Employee's motivation helps to company in improving customer services and quality
of work
Rate the statement that employee's motivation helps
to company in improving customer services and
quality of work ? Frequency
Strongly agree 12
Agree 6
Disagree 1
Strongly disagree 1
Strongly agree Agree Disagree Strongly disagree
0
2
4
6
8
10
12
Frequency

Interpretation and analysis: This section referred that employee's motivation helps to company
in improving customer services and quality of work. In the survey it has been found that from 20
employees in the survey 12 respondents are strongly agreed with the statement that employee's
motivation helps to company in improving customer services and quality of work. On the other
hand 1 respondents are disagreed with the same statement. Thus, from this collected information
it has been analysed that A motivated employees can automatically give their best contribution
and efforts to improve business performance and productivity. Quality of services can also
improve within business unit while employees are happy with management.
Theme 4: Motivation technique used by business enterprise
Which kind of motivation technique used by your
business enterprise ? Frequency
Monetary reward 11
Non Monetary reward 6
Participation in decision making process 1
Training and development 2
Monetary reward
Non Monetary reward
Participation in decision
making process
Training and development

Interpretation and analysis: This section refereed that many of the respondents said Marriott
hotel delivers monetary reward to its workforce. On the other hand only 6 respondents said that
company delivers non monetary rewards. Thus, from this collected data it has been analysed that
with help of additional bonus, compensation, incentives etc then employees will more motivate.
This rewards helps to organisation in encouraging and motivating workforce in excellent
manner.
Theme 5: Incentive and bonus motivates to employees
Which kind of incentive motivate you more ? Frequency
Incentive and bonus 10
Promotion and increment 6
Training and development 1
Employees engagement 3
Interpretation and analysis: This section stated that incentive and bonus effectively motivate
and encourage employees for higher performance. In the survey of 20 respondents, 10
Incentive and bonus
Promotion and increment
Training and development
Employees engagement

respondents said that incentive and bonus will more motivate and encourage to them. Thus, from
collected data it has been analysed that monetary reward is the best way to motivate employees
under which management gives incentive, bonus, compensation, fringe benefits to employees for
motivate to them. While company provides additional bonus, compensation, incentives etc then
they will more motivate to get it
Theme 6: Employee's motivation have direct relationship with growth and higher performance
within Hospitality sector
Do you agree with statement that employee's
motivation have direct relationship with growth and
higher performance within Hospitality sector ? Frequency
Strongly agree 11
Agree 6
Disagree 2
Strongly disagree 1
Strongly agree Agree Disagree Strongly disagree
0
2
4
6
8
10
12
Frequency

Interpretation and analysis: This section refereed that employee's motivation have direct
relationship with growth and higher performance within Hospitality sector. In the 20 employees,
11 respondents are strongly agreed with the same statement. Thus, from collected data it has
been analysed that in order to make customer happy and satisfy within Hospitality sector
employees should give their best contribution in deliver impressive customer services and solve
their queries. By effective employee's motivation, firm can easily attract new customer and retain
existing customers. While management motivates its employees then they will motivate and
encourage for higher performance.
Theme 7:By motivate employees, Marriott hotel can achieve its determined objective within
time period
Do you agree with the statement that by motivate
employees, Marriott hotel can achieve its
determined objective within time period ? Frequency
Strongly agree 12
Agree 6
Disagree 1
Strongly disagree 1

Interpretation and analysis: This section referred that by motivate employees, Marriott hotel
can achieve its determined objective within time period. In the 20 respondents 12 are strongly
agreed with the same statement. Thus, it has been analysed that In order to get effective rewards
and incentives, employees gives their best contribution and efforts to business and achieve
determined objective within time period. While management delivers effective salary, wages,
rewards, working condition to employees then they will motivate and encourage for higher
performance.
Theme 8: Business unit involve employees in business decision making process
Do you business unit involve you in business
decision making process? Frequency
Yes 15
No 5
Strongly agree
Agree
Disagree
Strongly disagree
0 2 4 6 8 10 12
Frequency

Interpretation and analysis: This section refereed that Marriott hotel involves employees in
business decision making process. In the survey 15 employees said yes upon the same statement
that involve employees in business decision making process. Thus, from collected data it has
been analysed that while management invites employees in the business decision making then
they feel important themselves.
Theme 9: Incentives and other benefits can influence business performance within Marriott
Hotel
Do you think that incentives and other benefits can
influence business performance within Marriott
Hotel? Frequency
Yes 18
No 2
Yes
No

Interpretation and analysis: From this section it has been referred that incentive and other
benefits can influence business performance within Marriott Hotel. From 20 employees 18 said
yes upon the same statement benefits can influence business performance within Marriott Hotel.
Thus, it has been analysed that benefits can influence business performance within Marriott
Hotel.
Yes No
0
2
4
6
8
10
12
14
16
18
20
Frequency

CHAPTER- 5 CONCLUSION AND RECOMMENDATIONS
From this entire research study it has been concluded that employees plays a very crucial
role within business entity through which firm can improve quality of customer services, develop
competitive advantage and earn impressive profitability. Thus, it is very important for company
to motivate its workforce in such manner through which they can perform in most effective and
efficient manner. Employees motivation is one of the criteria through which organisation can
effectively maintain and manage its workforce. It has been also concluded that by effective
employee's motivation, firm can easily attract new customer and retain existing customers. A
motivated employees can automatically give their best contribution and efforts to improve
business performance and productivity.
In order to attain the aim is to assess the impact of employees motivation on the
productivity and performance of business and customer services in Hospitality sector, researcher
have applied qualitative research technique along with primary data collection. Researcher have
conducted survey of 20 employees of Marriott Hotel for analyse the imp[act of employees
motivation on the business performance and customer services within Hospitality sector. From
collected data, from 20 employees of Marriott hotel 12 are strongly agreed with the same
statement that by effective employee's motivation, firm can easily attract new customer and
retain existing customers. While management motivates its employees then they will motivate
and encourage for higher performance. It has been also analysed that 10 respondents said that
incentive and bonus will more motivate and encourage to employees. Thus, from collected data it
has been analysed that monetary reward is the best way to motivate employees under which
management gives incentive, bonus, compensation, fringe benefits to employees for motivate to
them (Ashraf, Azam and Ashraf, 2015). It has been also analysed that employee's motivation is
one of the crucial aspect for Hospitality sector through which performance of business and
customer service can improve. However, there are some respondents who thinks that company
should improve its employees motivation. In order to motivate employees, Marriott hotel should
use following criteria-
 Marriott should conduct training and development program for its workforce through
which they can feel important themselves. In addition to this with of training program,
employees have opportunities to improve their skill, ability, knowledge etc (Paharia,
2013).

 Marriott hotel should conduct feedback session with employees through which
management can able to identify the issues and problem of employees related to their
working (Yousaf, Yang and Sanders, 2015). With help of this method, management can
identify the issue and find out appropriate solution.
 Marriott hotel should provide attractive incentives, fringe benefits, compensation, bonus
to its employees through which they can encourage to getting it. This helps in improving
quality of work and productivity within organisation (Zabouj and Antoniades, 2015).
 Marriott hotel should invites its workforce in the business decision making through which
employees can feel important themselves (Danish and Usman, 2010). By help of this
method, employees can share their view, opinion, issues and suggestion related to
working with management.

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