MHC611: Analyzing Shift Work and Employee Satisfaction in Hotels

This report investigates the impact of shifting working hours on employee satisfaction within the hospitality industry, specifically focusing on Marriott hotels. It identifies issues such as employee stress and depression resulting from unpredictable schedules, which in turn affects organizational performance. The study employs a qualitative research approach, gathering insights from Marriott hotel managers to understand the challenges of providing 24/7 customer service while maintaining employee well-being. The report explores relevant theories like Herzberg's motivation-hygiene theory and flexible working theory to develop recommendations for improving shift work practices and enhancing employee job satisfaction. Ultimately, the aim is to balance customer satisfaction with the needs and well-being of the employees to improve overall organizational performance. Desklib provides access to similar past papers and solved assignments for students.

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1INDEPENDENT CRITICAL ANALYSIS BUSINESS RESEARCH
Abstract
It has been identified in this study that due to the changing working shift, the difficulties have
increased in the hospitality industry. As its result, the large number of employees are dealing
with a disappointing situation in the organization. Due to the shifting job practices, the
employees are dealing with the issues like depression and stress. Shifting working hours have
become an important organizational issue that impact on the business performance of the
organization. It has been mentioned in this study that the managers do not face any type of
problems in providing a 24x7 services uninterruptable. In order to conduct the research
project, the qualitative research technique has been followed. This is very important for
analysing the issues associated with the employees of Marriot hotels. It has also been
analysed that depression and stress are the main consequence of shifting working hours. By
discussing with the managers of Marriott hotels, this can be clearly said that the customers'
satisfaction is the aim of the organization. In the case of hospitality industry, the shifting
working hours is also very important for providing full-time service to the customers. As the
employees have not satisfied with their job, due to this reason organizational performance is
getting hampered. In this situation, the company needs to focus on promoting some effective
shifting job practices that will be able to help with grabbing the attention of the customers.

2INDEPENDENT CRITICAL ANALYSIS BUSINESS RESEARCH
Table of contents
Chapter 1:.......................................................................................................................4
Background and introduction.........................................................................................4
Chapter 2: Literature Review.........................................................................................6
Chapter3.......................................................................................................................10
Methodology................................................................................................................10
Chapter 4......................................................................................................................12
Finding / discussion/ analysis.......................................................................................12
Chapter 5......................................................................................................................18
Recommendation and implementation.........................................................................18
Chapter 6......................................................................................................................20
Conclusion....................................................................................................................20
References and bibliography........................................................................................22

3INDEPENDENT CRITICAL ANALYSIS BUSINESS RESEARCH
Chapter 1:
Background and introduction
Background context
In the current business scenario, the rate of shifting working hours have increased.
Due to the changing working shift, the difficulties have increased in the hospitality industry.
As its result, the large number of employees are dealing with the disappointing situation in
the organization. It has been identified in this study that the hotel named Marriot is dealing
with the issues regarding sifting job of the employees. In this study, the impact of shifting job
in the case of influencing employees' satisfaction has been highlighted.
Research problem, research purpose, aims and objectives
The major problem, which has been identified that due to the shifting job practices the
employees are dealing with the issues like depression and stress. This is influencing the
organizational performance. Due to the changes in duty on the last moment making the
employees dissatisfied and stressed. This is also reducing the job excitement of the
employees.
Aim and objectives
 To identify the issues that were affecting the organizational performance
 To analyse how the issues are impacting on the job satisfaction of the employees
 To develop measurable recommendations in order to deal with the issues
The significance of the research
The major significance of this study is in the current business scenario shifting
working hours have become an important organizational issue that impacts on the business

4INDEPENDENT CRITICAL ANALYSIS BUSINESS RESEARCH
performance of the organization. This is very important for the organization to identify the
reason behind these situations.
Scope of report
By analysing the issues regarding the shifting working hours and its impact on the
hospitality industry the study has identified the balanced way, which can be followed by the
organization without hampering their organizational performance. Therefore, this can be said
that through this report the organizations which are dealing with the same problems will be
able to deal with the situation. The theories like Herzberg's motivation-hygiene theory and
flexible working theory has been discussed in this study.

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Chapter 2: Literature Review
Introduction:
Literature review section focusses on the thorough overview of previous empirical
researches implemented on flexible shift work on employee satisfaction in the hospitality
industry. The theories of work designing, job satisfaction and employee retention have
pointed out the importance of maintaining flexibility of working hours in the workplaces.
Both the dependant and independent variables have clear features.
Theories of flexible working:
In response to the consequences of employee dissatisfaction in the hotel industries
around the world, there has been a huge strategic ideas issues and implemented in the hotels
so that in one hand, the employees get satisfied with their job and feel encouraged to serve
their clients properly, on the other hand, the managers do not face any type of problems in
providing a 24x7 services uninterruptable. In this aspect, the theories like Herzberg's
motivation-hygiene theory and flexible working theory can be discussed (Vetter, Fischer,
Matera, & Roennebe, 2015). According to the motivation-hygiene theory by Herzberg, there
are some factors in the workplaces which motivate the employees effectively whereas others
cause dissatisfaction (Hur, 2017). This theory suggests that the managers when to try to
enhance productivity and job attitudes, need to recognize both positive as well as negative
factors which play a critical role in the job satisfaction of the employees. This is the reason
why the administrators need to identify the job characteristics leading the employees'
satisfaction at work and separate sets of job features leading their dissatisfaction. This two-
factor theory distinguishes among the motivators and hygiene factors. The motivators give
positive satisfaction, and hygiene factors though do not incur positive satisfaction but prevent
from gaining dissatisfactory results (Ruggiero & Redeker, 2014). This theory can be directly

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related with the employee satisfaction originated from their shifting duty hours. From the
perspectives of the employees, job flexibility is the benefit of choosing time according to the
convenience (Hur, 2017). This decides, how long and for whom eth employees want to work.
Flexible time in the workplace also helps the employers to provide uninterrupted service to
the customers so that there is no gap between the demand and supply. According to the two-
factor theory, the flexibility of duty hour, can effectively motivate the employees to feel
attached to the organizational systems and serve better (Bakker & Demerouti, 2014).
The other theory of flexible timing options, give the individuals the opportunity to
design their careers for optimizing their life goals as well as their careers. This theory is
closely related with systems theory approach that examines the process of using flexible
working options to influence the interactions in the workplace and relationship building
(Ramin et al., 2015). This theory is completely related to the career theory most popular in
these current organizational settings where the quality of life has been equated with the
standard of living. The current careers counselling processes in the developed countries as
well as developing nations where the global companies are establishing themselves have
started to incorporate life space approach which is mainly the effect of balancing time spent
in the workplaces by the employees (Nea, Kearney, Livingstone, Pourshahidi, & Corish,
2015). Though shifting jobs, the employees can take care of the connection between their
family and work life as well as constructivism that focuses on the contextualized experiences
of the individual employees. The system theory discloses the fact that the interface among the
personal systems of the individuals and system of their organizations where they spent most
of the time, determine the types and needs for flexible work options (Knutsson, 2017).
The significance of shifting duty
Shift work is an employment practice designed for providing service across 24 hours
a day. This is the process of dividing a working day into shifts by setting periods of time

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when the various teams of workers provide their services. The policies and practices of
utilizing the workforce through shifting method of job can significantly affect the health and
other aspects of the employees (Junare & John, 2015). Some of the critics have found out that
the shift working increases the risks of developing many physical disorders as this may
disrupt the normal way of life and most importantly sleep. These diseases are mainly
insomnia or excessive sleepiness which bare both harmful for the individuals. The
researchers have pointed out the fact that the employees who perform a shifting duty are
more vulnerable of having diabetes than others. The women working, in shifting schedules
may suffer from breast cancer due to the alteration of working hours (Zhu, Yin, Liu, & Lai,
2014). In addition to this, the employees working in the night shifts are more prone to have
accidents, which are closely linked with workplace injuries and fatigue. These affect the
production of the industries.
Arguments for flexible duty hours
Despite having numerous drawbacks, there are mixed opinions regarding shifting
methods of job performance. In supporting this method of shift schedules, the researches
have pointed out the aspect of increased accountability and continuity as there result a few
opportunities for miscommunications as well as production disruptions. Through this process,
the employees take reduced adaptation time. According to McCann, Graves and Cox (2014),
shift working leads to reduced absenteeism as the employees feel more accountable to their
managers as they remain responsible for maintaining smooth operation of the organizations.
Shifting lowers the employee turnover, as the employees feel attached to their organizations
as they get ample time to spend with their families. This method enhances the employee
morale by reducing stress and improved quality of life. The wide survey has disclosed the
effect that the organizations can get more dedicated employees through this method of
employee satisfaction (Leder, Newsham, Veitch, Mancini, & Charls, 2016).

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Impact of flexible duty hours on the quality of service and performance of employees
Rotating roasters actually allow the managers to schedule their employees for day
shift, and mid shift night shift a rotating them according to the needs of both the employees as
well as the organizations. The shifting schedule is very important for the hospitality industry
which includes hotels of various sizes, motels, restaurants, amusement parks and the resorts.
By opposing typically fixed schedules, the shifting process allows the hospitality industry to
balance the employees' skills during various part so the day (Åkerstedt & Kecklund, 2017).
Therefore, the managers get the opportunity to not only using the experienced employees
during rush hour but mix both experienced and inexperienced to work together for the
betterment of performance. This method can save time and money of the organizations as the
managers do not need to arrange training process for the employees repeatedly. Shifting
method helps the employees to increase their versatility. The managers can easily employ
staff in place of the other if the other one cannot be present there. This helps to manage the
emergency and keep the consistency of the performance (Kühnel, Sonnentag, Bledow, &
Melchers, 2018).
Summary
Therefore, it can be derived from the above discussion that there are theories
regarding this subject of shifting scheme of job hours. The two-factor theory emphasis upon
the health and benefits of the employees and the system theory talks about the work and life
balance which the shifting method of working can create in the hospitality business. The
flexibility of the workers regarding time is fruitful for both the employees and the
organizations.

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Chapter3
Methodology
Introduction
The methodology is being considered as the important part in a research project. The
techniques which have been used while conducting the research have been mentioned in this
chapter.
Qualitative research method
In order to conduct the research project, the qualitative research technique has been
followed. This is very important for analysing the issues associated with the employees of
Marriot hotels. In this study, the qualitative research has been done on the basis of the
perspective of the managers of Marriot hotels. In this study, it has been identified that the
employees in Marriott hotels are dealing with the situation regarding the issues in the case of
shifting work practice in the hospitality industry. Organizational performance, as well as the
employee satisfaction, is being hampered due to this reason. Therefore for collecting the
response of the managers of the company regarding this situation, the interview has done on
the 10 managers of the company. All of the managers are working in the company for more
than 5 years. Therefore, this can be said that through this qualitative research method the staff
efficiency, as well as customer satisfaction in the Marriott hotels, have been analysed.
Sample techniques
In this research project, the employees in the company who have near about 5years of
experience in this hospitality sector have been chosen. Here the managers of the company
have been chosen on the basis of their external and internal knowledge about the company.
By using the non-probability technique the impact of shifting work on the job satisfaction of
the employees in being analysed. As the managers have shown their willingness for

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participation in this interview process, therefore this has become easier for conducting this
research.
Data collection
There are two types of data collection method one is primary data collection another
is secondary data collection (Lewis, 2015). In the case of this research project, the interview
is being conducted in order to collect the primary data. Depending on the perspective of the
managers of Marriott, the descriptive research data has been collected. This can be said that
the in the long hour interview, the job satisfaction of the employees as well as if the
customers are gaining benefits from the company or not is being analysed. The interview was
done for one hour with each of the interviewees. An interview has been conducted in the
Marriot office on 23rd and 24th June 2018. In order to collect the qualitative information, the
participants have been asked 16 important question, which has helped to gather the
appropriate data.
Credibility
The information, which has been collected from the interview process, can be relied on for
this research as the educational qualification and working experience of the interviewees
were quite higher. Due to lack of financial support and limited time, the interview process has
got saturated. Therefore, this can be said that it has affected the research outcome.
Data analysis
In order to analyse the qualitative data, the recorded information is being categorized
in thematic coding, where both the open and close categories have been highlighted. In the
case of open codes, the initial overview of this topic is being investigated by using the
important keywords. It has been identified that the keywords, which have been used in the
interview process, are interconnected with the organizational performance, productivity,

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skills of the employees, employee involvement and customer satisfaction. This can be said
that in this process the perception of the managers of the company regarding this shifting
working hours has been analysed. Therefore, this can be said that the through the interview
the information regarding the relationship between the employees and employers has been
highlighted.
Ethical consideration
Ethical consideration is being considered as the important part of every research project
(Vaioleti, 2016). The confidentiality of the participants has been maintained, and none of
them was being forced to participate in the research. In order to maintain the quality and
honesty of the research project, the appropriate citation has been done. The information that
has been used in this research project has been collected from the authentic sources.
Summary
In this chapter, it has been identified that the study that by using the qualitative data analysis
method the information regarding the project has been collected through the interview
process.
Chapter 4
Finding / discussion/ analysis
In this chapter, the findings of the qualitative research and data collection practice
have been discussed. After conducting the interview with managers of Marriott hotels, the
issues regarding the sifting working hours and their perspective on this topic has been
identified. By collecting the answers from the interviewees, this can be said that due to the
shifting working practices, at the last moment the duty of the employees get changed. As its
result, rather than excitement, the workplace becomes depressing for the employees. On the

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other hand, it is very important for the company to bring the improvement in the case of
introducing the flexible working hours.
Depression
It has been identified in this study that due to improper staff management and this can
be said that due to lack of proper management practices, conflicts among the employees
regarding leave and shifting time increases. Most of the times they are being forced to join
the duty due to uncertain shifting changes (Lee, Back, & Chan, 2015). This has impacted on
their both the personal life. As the shifting working hour's increases the distance between the
families of the employees with them, therefore, this can be said that it creates the disturbance
between the work-life balances (Lu, Lu, Gursoy, & Neale, 2016). As its result, the stress and
anxiety increases. Due to this reason, the employees are dealing with the issues regarding the
physiological and physical health. This increases the dissatisfaction of the employees from
the organization. Mood alternation, chronic fatigue, hypertension and cardiovascular
disorders are the impact of shifting working hours of the employees. It has been identified
that due to the stress and anxiety of the social and family life of the employees get hampered.
Service quality improvement
In the interview, it manager of Marriott hotels said that first priority of the company is
to provide satisfactory service to the customers. They have also agreed that the service
quality in an organization depends on the employee strength and their skills. Therefore, this
can be said that the business revenue, as well as the organizational performance, get
influenced by the involvement of the employees. In the current situation due to shifting
working hours employees are losing their interest in their job. It has also been analysed in this
stud that the company has decided to provide better training to the employees so that they
will be able to provide the service to the VIP customers with more efficiency.

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Staffing
It has also been identified that due to the shifting job, improper staff management practices
has increased in the workplace. The rate of productivity and quality of service have got
affected due to this reason. It has been identified that due to the disappointment in the
workplace conflicts among the employees regarding the shift timing has increased. In the
interview, it has been identified that the managers of the company believe that due to lack of
proper staffing management system, the unequal distribution of task and leaves increases this
problem.
Customer satisfaction
In the interview session, all of the managers of the company have agreed that the customer
satisfaction is being considered as the important part in the hospitality industry. Depending
on the customers' satisfaction the business revenue as well as the brand image of the company
gets influenced. In this situation, when the conflicts among the employees increase due to the
shifting working hours, the large number of customers have started complaining against the
service of the employees (Kim, Im, & Hwang , 2015). Therefore, this can be said that lack of
guest satisfaction has become an important issue in the organization. According to the
managers, the major reason behind the dissatisfied customers is the displaced employees. As
the employees are not satisfied with their job, therefore, this has impacted on their service
quality. Due to the increasing number of the dissatisfied customer, the business revenue of
the company is getting hampered (Guchait, Cho, & Meurs, 2015).
Competitive income
By supporting the shifting working hours one of the managers has mentioned that due
to the shifting job the employees get the chance to receive the competitive income. However,
the person has also mentioned that the shifting job increases the business profitability. Due to

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this reason, the aged employees are not able to do their job properly. On the other hand,
shifting job is influencing the employees' health in a negative manner. In order to increase
their income level, the young employees involve themselves in the overtime shifting. Due to
this reason, the working life of the employees become saturated. As its result, they lose their
interest in their work.
Analysis
After conducting the interview and the researching on the previous journals, this has been
identified that the shifting working hours has brought various challenges for the company. It
has also been analysed that depression and stress are the main consequence of shifting
working hours. By discussing with the managers of Marriott hotels, this can be clearly said
that the customers' satisfaction is the aim of the organization. They also believe that
employees are the backbone of the company. In the case of hospitality industry, the shifting
working hours is also very important for providing full-time service to the customers. As the
employees have not satisfied with their job, due to this reason organizational performance is
getting hampered. On the other hand, the managers of Marriott hotels mentioned that as the
company is dealing with various issues regarding employees’ dissatisfaction, inappropriate
relation with the customers and issues regarding the organizational performance due to
dissatisfied employees. As the shifting working hours is very important for the company,
therefore, the company has decided to introduce different compensation and reward offers for
the employees so that it will be able to engage the large number of employees in this work.
Although the shifting job impacts on the psychological and physical health of the
employees, therefore, with the increasing number of shifting duties the employees are dealing
with several health issues. After the globalization, Australian hospitality industry has started
contributing the large amount in the GDP of the country. On the other hand, with the
increasing rate of competitors in the market creating pressure on the hotel industry. In this

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situation for grabbing the attention of a large number of international customers, it has
become very important for the organizations to provide a unique quality of customer service.
For providing the effective service, the hotel organizations have started providing 24/7
services to the customers. Due to this reason, the demand for the employees in night shift has
increased. The company has started providing incentives and compensation offers for the
employees that they will get interested in their job.
According to the manager, this can be said that by doing the overtime job, the
responsibility on the employee's increases. This brings the saturation in their work. It has
been mentioned in this study that here the organization needs to focus on the organizational
performance. Another way, this can be said that the organizational performance and its rate of
profitability are getting hampered due to the reason of dissatisfied employees. As the service
quality in the organization is not able to match the customers' expectation, therefore the
company has decided to work on providing better training to the employees for improving
their knowledge and skills. Although, the training and development process will be able to
bring the improvement in the service quality, the job the satisfaction of the employees and
their health condition are the major influential factor in this practice. As stated by the
manager of the company, due to the stress of the employee in the workplace can bring the
personal and professional effect. If the employees do not enjoy their work properly, they will
get demotivated towards their work. Therefore, this can be said that stress is one of the
important issues for the Marriott employees.
In the findings, it has been identified that the big gap has been created between the
present situation of the company and the perspective of the managers. In the discussion, the
managers of Marriott hotels have analysed that due to increasing number of dissatisfied
employees the company is dealing with the issues regarding employee turnover. Due to this
reason, the employee strength of the company is getting affection. On the other hand, this can

16INDEPENDENT CRITICAL ANALYSIS BUSINESS RESEARCH
be said that the due to this reason the employees in the organization is dealing with excessive
pressure. With the increasing rate of work pressure, it has become very difficult for the
employees to maintain their quality of service. On the other hand in the shifting time of 7.30
am on day to 6.30 at night, the employees in the organization are dealing with the pressure.
The overnight shifting duty is impacting on their next day performance. With the increasing
stress, the overall performance of the organization is getting hampered. From the interview
session, it has been analysed that the managers have decided to provide effective leadership
practices in the organization. If the proper leadership management practices can be
introduced in the organization, this will be helping in the case of increasing the employee
motivation for their job. However, this can be said that if the health condition of the
employees will not be good, it cannot bring any kind of motivation in their work.
It has also been identified that the company has introduced various compensation and
reward offers for the employees so that they will get interested in involving themselves in the
organizational function. This cannot be denied that compensation and reward offers can play
an important role in the case of influencing the employees in the case of involving themselves
in the shifting job. However, it has also been analysed that in the case of aged employees
shifting job is not the beneficial suggestion. This increases the disturbance between the work
and family life balance. The managers of Marriott hotels have mentioned that the company
needs to focus on the case of providing the compensation so that the employees can be
mentally satisfied. After analysing the study, this can be said that although the compensation
policies can bring the changes in the case of motivating the employees in their work, it cannot
bring the physical satisfaction for the employees.
On the other hand, the company needs to focus on the case of the case of dealing with
the organizational issues, the development of proper organizational structure is being
considered as the important initiative taken by the managers. It has been identified that as the

17INDEPENDENT CRITICAL ANALYSIS BUSINESS RESEARCH
management of Marriott hotels has taken the initiative for dealing with the employee job
satisfaction issues, therefore, this can be said that the company needs to focus on the business
strategy of the company. Therefore, if the company needs to focus on arranging the
managerial meetings, where the company will be able to discuss the problems of the
employees with them.
If the impact of shift work is being analysed, this can be said that it has a higher level
of impact on the family life. Especially new mothers face the difficulties due to night shift
working practices. As the mothers are not able to fulfil their responsibility for their children
due to their inappropriate shifting hours, therefore, they left their jobs. Another way this can
be said that, as the company has decided to promote the shift work in the different manner,
where the employees will be less stressed, therefore, they have decided to bring the flexible
shifting time for the employees. This will be helping in the case of motivating the employees
towards their work. It has been identified in this study that the company has decided to bring
the changes in organizational structure. Here the proper staffing management will be
introduced, which can introduce the equal business management practices for all of the
employees in the organization.
Chapter 5
Recommendation and implementation
This section of the report focuses on identifying the recommended actions that might
be undertaken by Marriott Hotel to retain the employees and thereby undertake the smooth
performance of the workforce.
Change in the leadership style of the organization will be helping the same to bring
forth improvements in the working conditions of the employees. Identification of the issues
that are faced by the employees and the manner in which they can be mitigated will be

18INDEPENDENT CRITICAL ANALYSIS BUSINESS RESEARCH
helping the organization to make use of the sustainable approach. Changes in the
management structure of the business and the application of transformational servant
leadership approach will be helping the business to undertake the smooth performance of the
workforce. The different issues that are faced by the people due to the long working hours
have affected the motivation of the employees while working as per the objectives of the
business. However, the management might take steps to create rotational shifts through the
identification of the different issues that are faced by the employees. On the other hand,
proper training of the employees will be helping the mangeme4nt of the organization to
increase the involvement of the workforce in the processes.
Rewards and recognition of the employees will be helping the management to
motivate and thereby involve the employees in the different processes that are planned by the
business. The rewards and recognition program will be helping the management of the
organization to bring in the involvement of the workforce and thereby motivate them with
lucrative remuneration for their efforts. It will be helping the business to bring in changes in
retaining the workforce through the identification of the issues in the methods and the
processes that are planned by the business.
Creating a proper environment in the workplace will be helping the business’s
management to bring forth changes in the systems and the functioning of the workforce. A
creative business environment helps in maintaining the different levels of changes in the
systems and the performance of the business in the international markets. The key elements
of the changes in the systems of the business are dependent on the involvement of the
employees as per the needs of the organization to bring forth changes in the systems. The
positive working environment helps in reducing the stress of the employees, which helps in
maintaining the proper functioning of the employees as per the objectives of the business.

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Flexible working hours provided by the organization will be helping the same to bring
in enhancements in the systems and the functioning of the workforce as per the objectives of
the business. The proper working hours maintained by the management helps in relating to
the issues that are faced by the workforce while functioning as per their job roles. The
rotational shifts have helped in maintaining the proper functioning of the employees. The
differences in the working hours of the employees will be helping the business to make its
progression in the same.
Undertaking new recruitments will be helping the organization to bring in changes in
the current performance limits of the business while operating in the international markets.
The identification of the issues that are faced by the workforce in the absence of the skilled
person will be thereby mitigated through the organizational planning of undertaking new
recruitments. The differences in the functioning of the organizational performance are
measured through the overall functioning of the workforce. Therefore, the new recruitment of
the skilled workforce will be helping the business to undertake the proper functioning of the
business as per the objectives of the same.
Chapter 6
Conclusion
In the above study, it has been identified that the company named Marriott Hotels is
dealing with the issues regarding shifting jobs. It has been analysed that due to the shifting
job practices in the hospitality industry, rate of employee turnover has increased. Due to the
increasing rate of employee turnover, the employment strength of the organization is getting
hampered. In this situation, the company needs to focus on promoting some effective shifting
job practices that will be able to help with grabbing the attention of the customers. Here it has

20INDEPENDENT CRITICAL ANALYSIS BUSINESS RESEARCH
been discussed that if the company can focus on bringing the changes in the organizational
structure, it will be able to provide the better working schedule for the employees.

21INDEPENDENT CRITICAL ANALYSIS BUSINESS RESEARCH
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Questionnaire
How satisfied are you with your involvement in decisions that affect the work?
The interviewee: We are entitled to provide satisfaction to our employees. In fact, the
employee satisfaction is considered to be one of the main concerns of the Marriott Hotel,
Sydney. However, recently due to the shift work the Hotel is facing reluctance among the
job seekers to do job in the Marriott. As a manager of the Hotel it is my responsibility to
resolve this kind of problems.
Could you explain how compensation policy of the company enhances job
satisfaction?
The interviewee: Of course the incentives and compensation is a strategic policy to
motivate the interested staff to do shift jobs. In this context, the Marriott Hotel
management also focuses on the process of incentives in order to satisfy the employees.
The shifting practice in working hours is not beneficial for the employees because it
causes a number of health issues among the staff. For an example, sleep disorder is
prevalent among the employees working in the Hotel industries in Australia. The
Australian hotels like all the other big hotels around the world are tried to provide a 24/7
services to their customers. Therefore, it requires employees who will work at nights.
Providing compensation and incentives make the shift works more lucrative for the
employees who want to earn more money. It also serves the interest of the company as
well.
Could you please recommend measures that can be implemented to maximize
employee satisfaction?

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The interviewee: There are a number of measures that the Marriott hotel management can
implement in order to maximize their employee satisfaction. For example,
Firstly, flexible workplace environment fosters a kind of satisfaction among the staff. As
a result of that it can also be beneficial for the employees of the Marriott Hotels to
implement such a measure. Flexibility is identified as the control of the employees in
their working schedules, environment and the working habits or style. In addition to this,
setting personal goals are also contributed to the satisfaction of the employees.
Secondly, stress can be a major factor that creates obstacles in the way of employee
satisfaction. Doing overtime and the taking more responsibilities are considered to be one
of the primary causes to make the employees stressed out in a short span of time. It also
reduces the innovative skills of the staff. Hence, it is important for the Marriott
management to create a better interface where the staff can enrich their creativity.
Thirdly, promote good health is a major strategic factor that help the Marriott employees
to get motivated and satisfied. In this regard, it can be argued that the promoting good
health will enhance the interest of the employees in doing shift work.
How satisfied are the employees with their shift work schedules?
The interviewee: Based on the recommendation, it can be stated that the main concern of
the employees is developed on the understanding of the risk factors in shift workers.
Therefore, promotion of good health will satisfy their requirements regarding the
workplace safety. Moreover, the incentives and flexible workplace environment will
encourage the employees to go for shift work schedule.
What things do you think makes an employee satisfied regarding their working
time?

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The interviewee: The Marriott management must keep in mind that stress in workplace
can be a disaster for maintaining quality service. In fact, the hotel management is mostly
relied upon customer service and hospitality. Therefore, professionalism in service is the
pivotal element in this regard. The shift of working hours is very important. The Marriott
management must have the knowledge that no employees who are entitled to work in
night shift should have a working hour of started from the 6.30 pm the next day. In other
words, the shift will be divided into two segments. The day shift will be started from 8.15
in the morning to 4pm in the afternoon. The evening shift will be commenced between
5pm to 12 am. The night shift will be set between 12am to 7am.
How do you think shift-work affect job satisfaction?
The interviewee: In Marriott we are facing with the problem of employee retention. Most
of our employees do not want to continue job despite of getting bonus salary. The reason
behind this problem was the increasing work pressure among the night shift employees.
The previous shift hours were set between 7.30 am at day to 6.30 at night. As a result of
that the staff working in night shift had to do overtime at night. Moreover, there was no
evening shift for the employees. The management thought that in the night employees had
less works to do. However, that was not the real picture at all. On the contrary, in the
night shift there are possibilities of stress out by the employees. As a result of that
reluctance to do night shift job is a high trend among the hotel industries in Australia.
Could you please explain the motivation factors are in line with shift-work?
The interviewee: There are four basic motivational factors that are helpful to motivate
employees in shift work. For instance,

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Firstly, the leadership style is pivotal for motivating employees in shift work. It can be
argued that the active involvement of the leaders influences the employees in a great deal
of manner that boost up their willingness to do job accordingly. In this context, if the
employees find the managers to perform their jobs even in night shift then they easily feel
a motivation to do work in night shift as well. It provides them a strong message that all
the employees irrespective of their ranks are same.
Secondly, reward is considered to be an important factor in this context. It can be
articulated that reward and recognition is a driving force that encourages the employees to
go forward to take more responsibilities. Keeping in mind of this, in case of the shift work
also this practice of reward is also considered to be an important factor. It can be stated
that the recognition supplies a boost to the mentality of the employees to earn more
money and reputation.
Thirdly, organizational environment is an imperative factor that influences the employee
mind set in shift work. It can be ascribed that the workplace environment leads the
employees to get engaged in the job more intensely and incorporating innovation and
creativity in a great manner.
Fourthly, the organizational structure or the work structure is considered to be essential
part of the motivational factors of the employees. It can be stated that the organization
must possess a flexible environment where the employees are free to do their job and
experiencing skills as far as they can.
What challenges do you experience working shifts?
The interviewee: There are a number of challenges that we have experienced in working
shifts in the Marriott. For an example, while setting up the working shifts timeline we did

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not understand that what would be the effective schedule for the night shifts. Besides this,
most of the employees were reluctant to do job at night. As a result of that the Marriott
management had to take a deep concern about the motivation of the staff. In fact, the
employee turnover had escalated emphatically that had to be prevented. It required
intense managerial meetings and strategic planning. However, there was less time for the
Marriott hotel to take decision. It means the hotel authorities had to take effective
decisions in a short span of time regarding working shifts. It stapled with motivating the
employees in order to satisfy them. As a result of that it was very difficult for me as a
manager to implement a strategy in such short span.
Could you please explain how shift-work affects family life?
The interviewee: During our discussion about the role of promotion of shift work in our
hotel, we came to deal with several issues. The family matters are also considered to be
an important factor I this context. For the employees especially for new mother, working
in the night shift is quite impossible. Moreover, we have a number of single parent
employees who are reluctant to choose night shift as their working hour. The reason
behind this reluctance is obviously related to the care and responsibility to their children.
As a matter of fact, the shift work affects the family life in a unscrupulous way. Social
isolation or loneliness can be a result of the shift work. Moreover, there is also a difficulty
in maintaining the general routine of the family or being a part of the family. It also
creates obstacles in the way of making any family plan for future.
Please explain how shift-work affects employee turnover at the hotel?
The interviewee: It is obvious that shift work escalates employee turnover in any
company. The reason behind this trend is primarily focused on less opportunity and more

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stress for the employees while doing shift jobs. In my opinion, the long hours of work and
less time to rest is a major reason behind the staff turnover. Besides this, the side effects
of the shift jobs are very acute and dangerous for human life. As a result of that it pushes
the staff to quit the job for the sake of their health and family.
Could you please tell what is the company doing in terms of training to improve the
skills of the employees?
The interviewee: We are going to take some training for the benefits of the customers in
order to employee retention. In this regard, the employees in night shift must have
possessed some skills and attributes that are beneficial for the service providing in one
hand and for their health on the other. Therefore, the training facility is coincided with
the health care framework in order to safeguard the health of the employees. Moreover,
there are certain skills that the employees must have kept in mind in shift work.
Punctuality is a major factor in this regards. Furthermore, the training also encapsulates
basic training of quality service.
Does the hotel provide supervisory support during shifts? How does this influence
your performance?
The interviewee: yes, of course! We have shift hours not only for the employees and staff
rather shift hours is also prevalent in the higher authority to some extent. It can be stated
that each working shift is monitored by the supervisors and the team leader in order to
maintain a better work flow. In addition to this, the supervisory support is beneficial for
the staff. Firstly, it motivates the employees in a great deal of manner that the staff can
see the authority also works with them in a same manner. Secondly, in case of any

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mistake during the working the supervisory support helps the staff to resolve the problem.
It fosters a practice of learning and training during working that increases efficiency.
Do the co-workers provide support during shifts? How does this affect your
performance?
The interviewee: I must say there is a strong bonding and understanding among the
employees that facilitates cooperation in case of crisis. It can be argued that in case of any
individual problem regarding the working shift there is always some employees who are
willingly cooperate. As a result of that the employees do not face any difficulties and it
enriches their quality of service.
Could you please explain how the hotel supports work-life balance?
The interviewee: For the benefits of the employees, the Marriott authority develops plans
to reduce the stress of the employees. In this regard, introducing entertainments like Fun
Friday and yearly office party are conducted by the Marriott hotel.
Please mention any other factor that influences job satisfaction and has not been
listed above?
The interviewee: Rotational shift can be an effective measure to ensure employees’ job
satisfaction. Rotational shift means every employee has to work in night shift minimum
once a week. Therefore, it will not be an issue for the staff to do night shift.
Could you please recommend measures that can be implemented to maximize
employee satisfaction?

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The interviewee: Recruiting more employees can ease the stress of the employees in shift
work. Moreover, incentive is an influential factor to motivate the employees.
Furthermore, recreational activities organized by the Marriott Hotel can be helpful to
reduce employee stress and maximize their satisfaction.