Employee Satisfaction in Hoxton Hotel: A Research Proposal

This research proposal and subsequent report focuses on the critical role of employee satisfaction in the growth and success of the Hoxton Hotel in Holborn, London. The introduction provides an overview of the research, the company background, and the rationale for the study, emphasizing employee satisfaction's importance in the hotel industry. The research aims to identify the impact of employee satisfaction on the hotel's performance and success. The literature review explores the concept of employee satisfaction, relevant factors, and the relationship between satisfaction and hotel outcomes. The methodology section outlines the research approach. The report will use a qualitative method, including primary data collection through questionnaires and secondary data from articles and journals, to analyze the relationship between employee satisfaction and the hotel's growth, productivity, and overall performance. The study aims to provide insights into how the Hoxton Hotel can maintain a motivated and high-skilled workforce, thereby gaining a competitive advantage in the market. The report also includes a timescale and references for the research.

Research proposal

Table of Contents
TITLE:- ...........................................................................................................................................1
INTRODUCTION...........................................................................................................................1
Overview of research..................................................................................................................1
Background of Company............................................................................................................1
Rationale.....................................................................................................................................2
RESEARCH AIMS & OBJECTIVES.............................................................................................2
Research Aim..............................................................................................................................2
Research Objectives....................................................................................................................2
Research Questions.....................................................................................................................3
LITERATURE REVIEW................................................................................................................3
Concept of employee satisfaction in context of hotel industry...................................................3
Factors that contribute toward employee satisfaction.................................................................4
Impact of employee satisfaction over the performance of Hoxton hotel....................................4
Relationship between employee satisfaction and growth & success of Hoxton hotel................5
METHODOLOGY..........................................................................................................................5
TIMESCALE...................................................................................................................................7
..........................................................................................................................................................8
REFERENCES..............................................................................................................................10

TITLE:-
“Employee satisfaction in Hoxton hotel from Holborn, London.”
INTRODUCTION
Overview of research
Employee satisfaction is considered to be one of the most essential factor that contribute
toward the organisational success. This is because an employee who is happy and satisfied with
job focuses toward performing its action effectively that contribute toward the accomplishment
of organisational goal. Employee satisfaction plays a crucial role within hotel industry as it is a
service industry and employees are the one who act as a representative while offering services to
its customers (Jung and Yoon, 2015). They are consider as the face of hotel for customer and
they are the one who offer services while having interacting with its client. Hence the success as
well as profitability of a hotel is depend over the performance of employee that can only be
improved and centred toward organisational goal by keeping them satisfied with their job as
business polices as well. Current report is on “to identify the role of employee satisfaction in
growth and success of hotels” and the choose organisation is Hoxton hotel which is situated in
Holborn London that offers accommodation related services. It is best known for its modern
decors, style, pricing and event series. In order to conduct this research qualitative method will
be used in order to gather data regarding this investigation. This research consists of both
primary as well as secondary data collection method where primary data will be gathered with
the help of questionnaire which is then evaluated by using interpretivism philosophy. Apart from
this secondary information will be gathered through online articles and journals where authors
point of view will be critically evaluated and presented with the help of literature review.
Background of Company
The current report is about the role of customer satisfaction within an organisation and
ways in which it contribute toward the organisational growth and success. For performing this
research Hoxton hotel is considered which is headquartered in London, United Kingdom. It was
founded in year 2006 by Sinclair Beecham (Kim, 2011). It is best known for its modern interior
and styles as it showcase the work of local artist and galleries which is a major source for
attracting customers. But in order to maintain the base of customer it is very essential for
Hoxton hotel to improve its employees performance so that they can interact with customers
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effectively and maintain a better relation with them. For this employees satisfaction is the only
factor that can improve the performance of hotels workforce as a satisfied work contribute their
100% efforts toward accomplishing the set targets of hotel. The Hoxton hotel focuses much
toward providing incentives and other benefits to employees for keeping them motivated and
satisfied with working environment in which they perform so that organisational objectives can
be achieve effectively (Lee, 2016). For this Hoxton hotel provide training on regular basis so that
they would be able to improve their skills and capabilities. This in turn help them in keeping
employees satisfied and more motivated toward work which further support in achieving
success.
Rationale
The main aim behind conducting this report is to determine the contribution of employee
satisfaction within the growth as well as success of Hoxton hotel. With the help of this
investigation researcher would be able to identify the role of employee satisfaction within the
functioning of a hotel. In addition to this it also help in determining several forces that contribute
toward employees satisfaction and how it influence the performance of a hotel. It addition to this
it also help in improving the knowledge as well as research skills of researcher which further
support in future practices (N. Torres,and Kline, 2013). This investigation can be further used for
academical purpose that support in the study of students by providing them a real based example
over organisational practices.
RESEARCH AIMS & OBJECTIVES
Research Aim
“To identify the role of employee satisfaction in growth and success of hotels: A study on
Hoxton hotel in Holborn London”
Research Objectives
 To study the concept of employee satisfaction in context of hotel industry.
 To enlist the factors that contribute toward employee satisfaction
 To identify the impact of employee satisfaction over performance of Hoxton hotel.
 To ascertain the role of employees satisfaction in growth and success of Hoxton hotel.
Research Questions
 Explain about the concept of employee satisfaction in context of hotel industry?
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 What are the major factors that contribute toward employee satisfaction?
 What are the impact of employee satisfaction over performance of Hoxton hotel?
 Describe about the relationship between employee satisfaction and growth & success of
Hoxton hotel?
LITERATURE REVIEW
Literature review is defined as the process of critically evaluating several sources over
which information is published in order to develop an understanding regarding particular topic
of concern so that further investigation can be performed to gather fresh data (Yavas, Karatepe,
and Babakus, 2013). This will help researcher in presenting information about particular topic by
providing freshly collected information and evidencing it through previously performed
investigation.
Concept of employee satisfaction in context of hotel industry
According to Susan M. Heathfield, 2019 Employees satisfaction simply means how an
individual is satisfied with their job. It helps to create motivation among employees to achieve
their goal as well as objective easily at workplace. Factors that contribute toward developing
employee satisfaction includes compensation, workload, perception of management, flexibility,
teamwork etc. In hotel industry a workforce is consider to be one of the most essential asset for
the company that contribute toward enhancing its brand image at marketplace. This is because in
hotels there are number of employees whop have to be present for customers to welcoming them
and communicate basics details regarding their services. Hence, if those employees are satisfied
with their job as well as management then they represent a positive image of hotel in front of its
customers. In addition to this they also try to maintain healthy relation with its customers which
in turn help hotels to maintain their market base to achieve sustainability. But an unsatisfied
employee not put much efforts to make customer happy and satisfied with the services offered by
hotel. Apart from that unsatisfactory environment also increases the risk of employee turnover
which in turn also affect the brand image or goodwill at marketplace.
Factors that contribute toward employee satisfaction
According to the Assaf and Magnini, 2012, Employees satisfaction plays a important role
in hotel industry as this build a better relationship with staff and will be more comfortable giving
and receiving feedback. In addition to this it also contribute toward improving the performance
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of employee. This is because a satisfied employees contribute more toward organisational
practices and toward its success. Factors that help in employees satisfaction are as follows :
 Create a amusing working environment : Environment should be the one where
employees enjoy working together as a whole team and establish friendly and easy
relation among each other. These factors help in keeping employees more motivated
toward their work as they get support in their operations.
 Reward and Recognition : Employees should know how the business is doing and for
this purpose they must feel rewarded, recognised and appreciated on regular intervals as
this will boost morale and motivation among individual and across the whole team. By
getting appreciation over their work and practices they would feel more proud and get
motivated to achieve more by enhancing their quality of performance.
 Constant interaction : Interaction among the employees is important as this will make
them realise that hotel care for them and willing to help whenever needed. Training on
regular basis will help a lot as it will create a employee reassurance that there is progress
in a hotel industry carrier. In addition to this they will also be able to improve their skills
and capability which create a sort of enthusiasm among employees that foster them in
achieve more which brings up satisfaction among them.
 Encourage everyone to do with their best : Encourage employees to do their best with
the use of new advanced technology so they never have a feeling of being held back this
will make them happier and more efficient.
By investing a little time on employees satisfaction will help to create a happy team of
employees and help hotel to grow for long term. This in further will help employees to increase
their knowledge as well as their experience with the hotel.
Impact of employee satisfaction over the performance of Hoxton hotel
As per the view point of Jung, Yoon, and Kim, 2012, Job satisfaction of workforce plays
a crucial role within the performance of an organisation. This is because in hotel industry the
overall performance of a hotel depends over the work quality of employees. Hence the
achievements and targets of a hotel depends on employees satisfaction which in turn contribute
toward the organisational success and its growth. The Hoxton hotel perform several actions in
order to keep its employees satisfied such provide incentives, arrange training & development
programs or some additional benefits. As a result of which employees work more delicately and
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effectively in order to represent their services at best in front of its customers. This support in
maintaining an effective relation with customers for longer period of time which in turn help in
reserving a loyal customer base for longer period of time. In addition to this it also support in
increasing the profitability of Hoxton hotel at marketplace.
Relationship between employee satisfaction and growth & success of Hoxton hotel
According to the view point of Kang, Gatling, and Kim, 2015, employees satisfaction is
closely related with the productivity of Hoxton hotel which in turn support it in enhancing the
level of profitability. This is because a happy and satisfied employees work toward the benefit of
employer and as a result of which they try to get more involved in organisational efforts. These
all contribute toward increasing the involvement of employees with the objectives and targets of
Hoxton hotel that further support in improving its overall performance in front of its client. This
help in improving the productivity of Hoxton hotel that further contribute toward its future
expansion and growth. Hotel formulate several policies and practices for its employees in order
to provide them most friendly workplace where they love to work. This help Hoxton hotel in
maintaining a workforce of loyal and high skilled employees which support them in
accomplishing the target and mark up its success at marketplace. This positive feature of hotel
also act as a asset and supported Hoxton hotel in achieving competitive advantage at
marketplace.
METHODOLOGY
Research methodology is defined as the process which is used to gather data in order to
present the information regarding a particular topic in more reliable manner (Karatepe, 2011Kim,
2011). This section is considered to be one of the most essential part of research which depict
about the tools and techniques that will be used to gather, evaluate and interpret the information
in more effective manner.
Research Approach : A research approach is a plan which consists of detailed method
of data analysis, collection and interpretation. Research approach is of two types :Inductive and
deductive approach. Inductive approach contributes to the emergence of new theories from the
data and Deductive approach tests the validity of theories and usually begins with a hypothesis.
In the above study inductive approach has been used as it help in creating reliable and accurate
information for charring investigation in an appropriate manner
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Research Philosophy : A Research philosophy is a belief about the ways in which data
about a particular phenomenon should be collected, analysed and used. It deals with the nature,
source and development of knowledge (Yeh, 2013). It is categorised into two major types i.e.,
Interpretivism and Postivism research philosophy. Interpretivism philosophy,focuses on elements
of the study and may employ multiple methods in order to reflect multiple methods in order to
reflect different aspects of issue thus integrates human interest into a study. On the contrary,
Postivism philosophy is based on the natural phenomenon and their properties and relations.
In the present research study, Interpretivism philosophy have been used by the researcher, thus it
is effective in providing qualitative report.
Research Choice : Research choice help consumers to understand how data is used to
make decisions by abroad range of organisations. There are two types of research namely,
qualitative and quantitative research.
 Qualitative Research : It refers to a research method that provides an insight into a
problem and seek to describe a topic more than measure it. Various methods used for data
collection are interviews, group discussions, case studies, expert opinions, etc.
 Quantitative Research : It refers to a research method which is designed to collect cold
and hard facts. It focuses over quantifying the problem by collecting numerical,
structured and statistical data. Data can be collected through surveys, telephonic
interviews, etc.
In the present study, qualitative method of data collection has been used by the researchers as it
is a theoretical aspect and help in creating a valid conclusion.
Data collection method : There are generally two method of collecting the data i.e.
Primary data and Secondary data
 Primary Data : This type of information is collected directly by the investigator for a
specific purpose (Qu and Zhao, 2012). Information collected here is more reliable as it is
collected for the first time. Several sources of collecting primary data are interviews,
telephonic method and questionnaire
 Secondary method : This type of information is collected by someone else for some
other purpose. Common sources of secondary method includes books, trade journals ,
magazines etc.
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For carrying this research both primary and secondary methods are used. Questionnaire is
considered as most appropriate tool for primary collection and secondary methods are effective
in carrying out literature review.
Data sampling : It is a statistical tool which is used to collect information from subset of
population. Two tools of data sampling are : Probabilistic and non probabilistic tools.
Probabilistic tool consist of simple random sampling, systematic sampling, stratified and cluster
sampling (Zhao, Qu and Ghiselli, 2011). Non probabilistic tool consist of convenience sampling,
quota sampling, judgement sampling and snowball sampling.
For carrying this research non probabilistic tool is used as it is very cost and time effective and
sample size taken here is 40 which is appropriate for assembling information.
TIMESCALE
It is the most important part of research in which activities are adjust as per the time
taken by them in completion. For presenting it effectively a tool is used which is named as Gantt
chart. A Gantt chat is a type of chart that elaborate a project schedule. Task to be performed are
listed on vertical axis while time intervals on horizontal axis.
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REFERENCES
Books and Journals
Assaf, A. G. and Magnini, V., 2012. Accounting for customer satisfaction in measuring hotel
efficiency: Evidence from the US hotel industry.International Journal of Hospitality
Management. 31(3). pp.642-647.
Jung, H. S. and Yoon, H. H., 2015. Understanding pay satisfaction: The impacts of pay
satisfaction on employees’ job engagement and withdrawal in deluxe hotel.International
Journal of Hospitality Management. 48. pp.22-26.
Jung, H. S., Yoon, H. H. and Kim, Y. J., 2012. Effects of culinary employees’ role stress on
burnout and turnover intention in hotel industry: moderating effects on employees’
tenure.The Service Industries Journal. 32(13). pp.2145-2165.
Kang, H.J., Gatling, A. and Kim, J., 2015. The impact of supervisory support on organizational
commitment, career satisfaction, and turnover intention for hospitality frontline
employees.Journal of Human Resources in Hospitality & Tourism. 14(1). pp.68-89.
Karatepe, O.M., 2011. Customer aggression, emotional exhaustion, and hotel employee
outcomes: A study in the United Arab Emirates.Journal of Travel & Tourism
Marketing. 28(3). pp.279-295.
Kim, H.J., 2011. Service orientation, service quality, customer satisfaction, and customer loyalty:
Testing a structural model.Journal of Hospitality Marketing & Management. 20(6),
pp.619-637.
Lee, K.J., 2016. Sense of calling and career satisfaction of hotel frontline employees: mediation
through knowledge sharing with organizational members.International Journal of
Contemporary Hospitality Management. 28(2). pp.346-365.
N. Torres, E. and Kline, S., 2013. From customer satisfaction to customer delight: Creating a
new standard of service for the hotel industry.International Journal of Contemporary
Hospitality Management. 25(5). pp.642-659.
Qu, H. and Zhao, X.R., 2012. Employees' work–family conflict moderating life and job
satisfaction.Journal of Business Research. 65(1). pp.22-28.
Yavas, U., Karatepe, O.M. and Babakus, E., 2013. Correlates of nonwork and work satisfaction
among hotel employees: implications for managers.Journal of Hospitality Marketing &
Management. 22(4). pp.375-406.
Yeh, C.M., 2013. Tourism involvement, work engagement and job satisfaction among frontline
hotel employees.Annals of Tourism Research. 42. pp.214-239.
Zhao, X.R., Qu, H. and Ghiselli, R., 2011. Examining the relationship of work–family conflict to
job and life satisfaction: A case of hotel sales managers.International Journal of
Hospitality Management. 30(1). pp.46-54.
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