Literature Review: Motivation & Service Passion in Hospitality

This literature review examines the critical role of employee motivation and service passion in the success of the hospitality industry. It emphasizes the significance of motivated employees in achieving organizational goals and gaining a competitive edge. The review delves into factors influencin...Read More

Literature Review of Motivation
and Service passion in
Hospitality Industry

Table of Contents
Introduction................................................................................................................................................4
Main Body..................................................................................................................................................4
References..................................................................................................................................................7

Introduction
There are various factors which are aligned in a way that contribute in the success of
organisation and out of all employee is one of the element which ensure that each of the tasks given to
them are done in proper manner and in set time. It is their effort which helps the organisation in gaining
competitive advantage over their rivals (Nadiri and Tanova, 2010). This literature is based on the
aspects of employees motivation and briefs that how a motivated employees can yields produce results
in hospital sector. Other than this it emphasis on factors which are responsible for the employee
motivation and shows the role of human resource department in increasing the moral of staff who are
part of hospitality segment. As revealed by various studies on this topic it can be analysed in this aspect
human respective department of company plays a crucial role in handling the human resource.
Main Body
As stated by Zampoukos and Ioannides (2011), the organisation which are part of hospitality
industry can be either small or large department upon their size, rooms, property, functions and etc. but
the one common thing which they have is the employees. Today in this sector only those hotels are
successful who has flexible and motivated employees. The restaurants, pubs, hotels who has
professional human resource are facing high growth and business profitability. Organisations are
putting their full effort in ensuring that they have employees who can work with them with increase
moral and can easily adapt into various working condition.
According Hon (2011), it is the role of HR department to ensure that recruit the employees who
has traits to work in every condition and can bring efficiency in the work given to them. There are
various ways which can be adopted by human resource department of any hospitality segment business.
They have to look around the hotel and analysis the areas where staff is facing the problem and should
try to resolve any issue coming in their way in efficient work.
It is said by Benavides-Velasco (2014), one of the key reasons why a lot of hotel staff resign
from hotel because they feel struck and they thinks that they are growing and evolving in their jobs.
They feel bored and discouraged as they are not getting right opportunities in the organisation. So it is
required that the hotels should be turned into the classrooms where HR department ensure that each day
provide the learning opportunities to staff so that they feel easy in doing the work. The teaching can be
in the form of trainings, one on one coaching, evaluation of the performance, mentoring and sending
them to the conferences and workshops are some of the easiest way.

As analysed by Li, Sanders and Frenkel (2012), the best way to motivated and convince
employee fir passionate working is that they should know that their hard work will help them in
gaining certain advantages at the workplaces where they are working. The manager of HR department
should talks them about the ways through which they can attain new heights in career. They need to
make aware them about the personal and professional skills they have to acquire at their workplace.
Only staff can be motivated if they have certain reasons behind it because someone performs
well in the case where they see some sort of benefit. It becomes important that they have to praise and
give incentives about their performance thus making them motivated and to inspire those people who
are not doing so well in hotel. The appreciation can be shown in various ways to the deserving staff like
they can provide them day of, spa gift card, give them holiday packages, give them the discounts in the
different hotel chain where they are working. Through introducing certain incentives schemes and
policies HR department are bringing competitiveness of staff to get those incentives. But on the other
side they have to make sure that this competitive is always in the form of productivity and profitability
as there are many chances that it might leads to conflicts and disputes.
Motivation in hospitality sector is directly has to do with the workload as if there will be more
workload the staff will feel depressed and will not able to work properly. For this management can
adopt the concept of team working with is the backbone concept of hospitality industry. No task in
hotel can be completed with the coordination of the people who are working there. The teams should be
build for different operations thus reducing the workload. It is also necessary that there should be
proper teams and they should be very much clear about the things which they have to look after. The
staff should be familiar with each other so that they don't face difficulty in coordination with each
other. When the staff will face difficulty in handling any of the operation they may take the help of co-
workers or colleagues thus guiding them towards the right path. As the staff has less work load and are
getting help in whatever hurdle they are facing thus increasing their motivation level.
The motivation can come from different sources depending upon the nature and work of the
staff so it is necessary that the there should be personal analysis of each employees who are part of
hotel, restaurants and pubs as this will assist them in knowing the person. There should be personal
counselling session thus asking them the issues which they are facing and what can be done to improve
that thing. There should organizing certain events and programs which increase the motivation of the
employees thus acting as the motivation events (Hon and Chan, 2013). Hotels and restaurants are very
much aware that they can bring profitably and productivity in the business only when they have some
people with them who are motivated to do any task give to them, They should be very well aware of

the things which can bother them and it is the duty or responsibility of the employees to try their full
effort to get away from the issues which are coming in their way of motivation.

References
Books and Journals
Nadiri, H. and Tanova, C., 2010. An investigation of the role of justice in turnover intentions, job
satisfaction, and organizational citizenship behavior in hospitality industry. International journal of
hospitality management. 29(1). pp.33-41.
Zampoukos, K. and Ioannides, D., 2011. The tourism labour conundrum: agenda for new research in
the geography of hospitality workers. Hospitality & Society.1(1). pp.25-45.
Hon, A. H., 2011. Enhancing employee creativity in the Chinese context: The mediating role of
employee self-concordance. International Journal of Hospitality Management. 30(2). pp.375-384.
Benavides-Velasco, C. A., Quintana-García, C. and Marchante-Lara, M., 2014. Total quality
management, corporate social responsibility and performance in the hotel industry. International
Journal of Hospitality Management. 41. pp.77-87.
Li, X., Sanders, K. and Frenkel, S., 2012. How leader–member exchange, work engagement and HRM
consistency explain Chinese luxury hotel employees’ job performance. International Journal of
Hospitality Management. 31(4). pp.1059-1066.
Hon, A. H. and Chan, W. W., 2013. Team creative performance: The roles of empowering leadership,
creative-related motivation, and task interdependence. Cornell Hospitality Quarterly. 54(2). pp.199-
210.