UEL_6_DSR: Staff Motivation Factors in British Hotels - Crown Hotel

This research investigates the factors influencing staff motivation in small UK hotels, using Crown Hotel as a case study. The study aims to identify actions managers can take to motivate staff to their full potential, recognizing the positive relationship between employee motivation and organizational productivity, especially in the hospitality industry. Through a survey of 35 Crown Hotel staff, the research uncovers factors contributing to low motivation, including a lack of teamwork, responsibility, social opportunities, and immaterial incentives. The report concludes with recommendations for the hotel management to enhance staff motivation through improved facilities and rewards. Desklib provides access to this full report and many similar solved assignments.

Running head: FACTORS AFFECTING STAFF MOTIVATION ACROSS THE BRITISH
HOTEL SECTOR
Factors Affecting Staff Motivation across the British Hotel Sector: A Study on Crown Hotel
Name of the Student:
Name of the University:
Author’s Note:
Course ID:

1
FACTORS AFFECTING STAFF MOTIVATION ACROSS THE BRITISH HOTEL
SECTOR
Abstract:
This research intends to investigate the factors and level of motivation, which could be used for
motivating the staffs working in small UK hotels. However, due to the limited timeframe, Crown
Hotel has been considered, which is deemed to be a small UK hotel. The intention is to find out
the actions needed to be undertaken by the managers of this hotel for motivating their staffs to
work to their full potential. The motivation of the employees has positive relation with the
productivity of the organisations, especially in the hotels under the hospitality industry where the
frontline employees and staffs have the most amount of direct communication with the
customers. The main reason for which the managers of the hotels are needed to pay attention
towards the motivation of the employees is that it is considered as one of the major means that
assists the employees to put up their best efforts and performance for the achievement of
organisational as well as personal objectives.
For this particular study, 35 staffs working in Crown Hotel have been selected and survey has
been conducted to find out the factors behind their low motivation level. it is inherent that the
staffs working in Crown Hotel are not motivated to work owing to the absence of a number of
factors. These factors mainly include team work, responsibility, social opportunities and
immaterial incentives. Hence, the management of the hotel needs to work on providing facilities
and rewards to its staffs that would assist in increasing their level of motivation.

2
FACTORS AFFECTING STAFF MOTIVATION ACROSS THE BRITISH HOTEL
SECTOR
Acknowledgement:
I would like to express my sincere gratitude and thank the following people for their immense
help and support, as without their assistance, it would not be possible for me to complete this
research.
 To my supervisor, your constant direction and guidance enabled me to carry out my
research effectively and diligently
 To my dearest friends and family, as without their financial and emotional support, the
research study would not have been possible
 To all the customers of the different banks of Singapore, who allowed me to borrow their
time for conducting surveys
 Finally, I would like to thank sincerely to all the teaching staffs as well as library staffs in
my college/university

3
FACTORS AFFECTING STAFF MOTIVATION ACROSS THE BRITISH HOTEL
SECTOR
Table of Contents
Chapter 1: Introduction....................................................................................................................8
1.1 Background of the research:..................................................................................................8
1.2 Research aim:.........................................................................................................................9
1.3 Research objectives:..............................................................................................................9
1.4 Research questions:.............................................................................................................10
1.5 Scope of the research:..........................................................................................................11
1.6 Rationale of the research:....................................................................................................11
1.7 Chapter outline:...................................................................................................................12
1.8 Summary:.............................................................................................................................14
Chapter 2: Literature review..........................................................................................................15
2.1 Introduction:........................................................................................................................15
2.2 Background to Crown Hotel:...............................................................................................15
2.3 Employee Motivation:.........................................................................................................15
2.4 Theoretical Framework and Models for Motivation:..........................................................16
2.6 Relationship between Two-Factor Theory of Motivation and Psychological Contract:.....19
2.7 Motivation: Intrinsic and Extrinsic......................................................................................20
2.8 Other Common Model for Influencing Employee Motivation:...........................................21
2.9 Employee Motivation in Hospitality Companies:...............................................................23

4
FACTORS AFFECTING STAFF MOTIVATION ACROSS THE BRITISH HOTEL
SECTOR
2.10 Staff Empowerment as Motivation in Hospitality Industry:..............................................24
2.11 Summary:...........................................................................................................................26
Chapter 3: Research Methodology................................................................................................27
3.1 Introduction..........................................................................................................................27
3.2 Research Method Outline....................................................................................................27
3.3 Research Onion....................................................................................................................28
3.4 Research Philosophy............................................................................................................28
3.5 Research Approach..............................................................................................................29
3.6 Research Design..................................................................................................................30
3.7 Data Collection Process.......................................................................................................31
3.8 Sampling and Sample Size..................................................................................................31
3.9 Data Analysis Plan...............................................................................................................32
3.10 Ethical Consideration.........................................................................................................32
Chapter 4: Research Data Analysis...............................................................................................33
4.1 Introduction:........................................................................................................................33
4.2 Data analysis:.......................................................................................................................33
4.3 Regression analysis:.............................................................................................................45
4.4 Summary:.............................................................................................................................47
Chapter 5: Discussion of Research Findings.................................................................................48
5.1 Introduction:........................................................................................................................48

5
FACTORS AFFECTING STAFF MOTIVATION ACROSS THE BRITISH HOTEL
SECTOR
5.2 Social opportunities:............................................................................................................48
5.3 Immaterial incentives:.........................................................................................................48
5.4 Appreciation of responsibility:............................................................................................49
5.5 Team work:..........................................................................................................................49
5.6 Summary:.............................................................................................................................49
Chapter 6: Conclusion, Recommendation and Future Work.........................................................51
6.1 Conclusion...........................................................................................................................51
6.2 Recommendation.................................................................................................................53
6.3 Future Work.........................................................................................................................53
References:....................................................................................................................................54

6
FACTORS AFFECTING STAFF MOTIVATION ACROSS THE BRITISH HOTEL
SECTOR
Table of Figures
Figure 2.1: Maslow’s Hierarchy of Needs.....................................................................................13
Figure 4.1: Gender of the respondents...........................................................................................24
Figure 4.2: Age group of the respondents.....................................................................................25
Figure 4.3: Designation of the respondents...................................................................................27
Figure 4.4: Association of the respondents with Crown Hotel......................................................28
Figure 4.5: Social opportunities for the staffs working in Crown Hotel.......................................30
Figure 4.6: Immaterial incentives for the staffs working in Crown Hotel.....................................32
Figure 4.7: Appreciation of responsibility in Crown Hotel...........................................................33
Figure 4.8: Importance of teamwork for staff motivation in Crown Hotel...................................35

7
FACTORS AFFECTING STAFF MOTIVATION ACROSS THE BRITISH HOTEL
SECTOR
Table of Tables
Table 4.1: Gender of the respondents............................................................................................24
Table 4.2: Age group of the respondents.......................................................................................26
Table 4.3: Designation of the respondents....................................................................................27
Table 4.4: Association of the respondents with Crown Hotel.......................................................28
Table 4.5: Social opportunities for the staffs working in Crown Hotel.........................................30
Table 4.6: Immaterial incentives for the staffs working in Crown Hotel......................................32
Table 4.7: Appreciation of responsibility in Crown Hotel............................................................34
Table 4.8: Importance of teamwork for staff motivation in Crown Hotel.....................................35
Table 4.9: Regression analysis of the factors affecting staff motivation.......................................37

8
FACTORS AFFECTING STAFF MOTIVATION ACROSS THE BRITISH HOTEL
SECTOR
Chapter 1: Introduction
1.1 Background of the research:
There are numerous hospitality organisations in UK that constitute of small, medium and
large-sized organisations, especially hotels (Wang 2016). The large hotels in UK have better
human resource management policies for motivating the staffs to work with their best efforts for
retaining them. However, in case of small-sized hotels, the resources like pay package, career
development programs and working hours are not that attractive compared to the big hotels in
UK. As indicated by Ali, Amin and Cobanoglu (2016), the small hotels only provide hourly
minimum wage to their staffs and they are provided with other additional benefits needed by
employment law. However, there is lack of evidence to prove that small hotels are effective in
terms of staff motivation. The reason is that the small hotels are involved in working with large
organisations before starting their own business (Tracey et al. 2015).
On the contrary, few small hotels emphasise on the importance of human assets and they
might provide more than the minimum wage and benefits under the employment law. However,
it is noteworthy to mention that the financial rewards are not only the motivation factor for
influencing the staffs to work to their full potential or remain with the organisations (Bavik
2016). The reason is that if the staffs working in small hotels in UK have an annual income of
£25,000, financial rewards would not be adequate to influence the staffs to work hard. It has
been identified that career growth and job satisfaction are the primary factors generating
commitment after reaching annual payment at a particular level (Casey and Sieber 2016).
However, the situation is limited for small-sized hotels in UK. The reason is that majority of
such hotels have a single or few branches, while the big hotels have global outlets. Hence, many

9
FACTORS AFFECTING STAFF MOTIVATION ACROSS THE BRITISH HOTEL
SECTOR
staffs might decide to leave their current organisations for big hotels. Hence, the small hotels in
UK have restricted resources, particularly in relation to financial rewards for increasing the
motivation level of the staffs. Hence, it is essential to ascertain the factors, which could be used
for motivating the staffs working in small-sized hotels of UK.
1.2 Research aim:
This research intends to investigate the factors and level of motivation, which could be
used for motivating the staffs working in small UK hotels. However, due to the limited
timeframe, Crown Hotel has been considered, which is deemed to be a small UK hotel. The
intention is to find out the actions needed to be undertaken by the managers of this hotel for
motivating their staffs to work to their full potential. Motivating staffs to work hard is critical to
ensure the success of the concerned hotel, since it is associated with operations management and
organisational outcome (Hazra, Ghosh and Sengupta 2015). Along with this, examining factors
to motivate the staffs in Crown Hotel would assist the hotel in devising strategies for aiding the
staffs in this segment to minimise the staff attrition rate or avoid headhunting practice of big
hotels in UK.
1.3 Research objectives:
The research objectives of this study are explained as follows:
 To identify the motivational issues faced by the small-sized UK hotels
 To ascertain the various causes and their effects on the hotels in relation to motivational
issues
 To gain an overview of the requirements of staff motivation with reference to Crown
Hotel

10
FACTORS AFFECTING STAFF MOTIVATION ACROSS THE BRITISH HOTEL
SECTOR
 To realise different influential dynamics for assisting the managers of Crown Hotel in
motivating the staffs to work hard
 To identify the relationship between organisational outcomes and motivation in Crown
Hotel
 To devise out suitable strategies for affecting the staffs in order to ensure smooth hotel
operations
1.4 Research questions:
By taking into account the above-stated research aim and objectives, the researcher has
formulated research questions depending on which future research could be conducted. The
primary research question has been depicted as follows:
 Why do the hotels in UK encounter motivational issues?
The other supporting research questions of this study could be demonstrated as follows:
 How do motivational issues take place within the UK hotel sector?
 What are the possible effects of motivational issues on business activities of Crown
Hotel?
 What techniques do the managers or owners of Crown Hotel use for motivating labour
motivation appropriately?
 How do the managers or owners of Crown Hotel devise proper strategies for minimising
motivational issues within the hotel?
1.5 Scope of the research:
The current research intends to examine the factors, which could be used for motivating
the staffs and the techniques to be used for graining their commitment from the perspective of

11
FACTORS AFFECTING STAFF MOTIVATION ACROSS THE BRITISH HOTEL
SECTOR
the staffs. By examining the issues of staff motivation in Crown Hotel from the viewpoint of the
staffs, the hotel would be able to gain an insight of the attitude and perception of their staffs
towards the existing practice of motivation within the hotel (Kandampully, Zhang and Bilgihan
2015). In addition, the managers and owners of the hotel would be able to devise out strategies
for motivating staffs to work to their full potential along with retaining them.
1.6 Rationale of the research:
The research has aimed to examine the staff motivation in the UK hotel sector with
special reference to Crown Hotel. There are certain reasons that the researcher has selected the
particular research topic. Firstly, there are certain problems and issues that have occurred in the
British hotel sector and many of them have effect on organisational outcome and performance
(Kim, Vogt and Knutson 2015). These issues mainly comprise of the break out swine flu and
credit crunch. The existing difficult economic conditions have an effect on the spending power
of the customers on leisure services, which are treated as unessential or non-urgent items. Due to
the decline in the number of customers of small hotels in UK, numerous managers of these hotels
might minimise the working hours of the frontline staffs, while making some of them perform
more for minimising the operating costs (Makrinova and Grigorieva 2015). Hence, the
coordination and best efforts from the staffs are extremely significant to the organisational
outcome of small UK hotels during recession.
Along with this, the outbreak of swine flu has adverse impact on the number of customers
visiting the small UK hotels. The reason is that people could be contaminated with swine flu
when they visit overcrowded areas and hotels are a good location where they could catch the
same (Marshall, Mottier and Lewis 2015). Hence, new ideas from the staffs are crucial so that