Employee Motivation and Retention in Hospitality Industry

This report delves into the critical role of motivation in employee retention within the hospitality industry, with a specific focus on the Marriott hotel chain. The introduction establishes the significance of motivation, outlining its impact on productivity, turnover rates, and overall profitability. The rationale emphasizes the importance of understanding current motivational strategies and techniques within the industry. The report aims to analyze the impact of motivation on employees, assess various motivational theories and techniques, and evaluate the working conditions and motivational factors specific to Marriott. The literature review explores various factors influencing employee motivation and retention, including working conditions, training, rewards, and career development. The report investigates the interrelation between motivation and organizational growth, offering recommendations for improving employee motivation and concluding with an assessment of the impact of these recommendations on employee performance at Marriott.

Business and Management

TABLE OF CONTENTS
TOPIC : IMPACT OF MOTIVATION ON EMPLOYEES RETENTION IN HOSPITALITY
INDUSTRY.....................................................................................................................................3
INTRODUCTION...........................................................................................................................3
Background.................................................................................................................................3
Rationale.....................................................................................................................................3
Literature Review........................................................................................................................6
Research methodology...............................................................................................................8
Accessing to data and research ethics.......................................................................................10
Limitations...............................................................................................................................11
REFERENCES..............................................................................................................................12

TOPIC : IMPACT OF MOTIVATION ON EMPLOYEES RETENTION IN
HOSPITALITY INDUSTRY
INTRODUCTION
Background
Motivation consists of various internal and external factors that influence a working
individual so that they are able to perform tasks in an effective manner and accomplish certain
goals. It involves offering of incentives and other motivational drivers to workers, so that they
get the enthusiasm to work more efficiently. This is important as it helps in impacting employees
that work in an organisation, to do their work in an optimum manner. Without motivation, there
are more chances of losing employees, leading to high turnover rate, lack of productivity and
decrease in overall profits. Hospitality industry requires their workers to be motivated as it helps
in increasing their productivity, which in return leads to increase of revenues and profits of the
organisation. This industry requires individuals that have the energy and enthusiasm to complete
daily tasks that are done in these types of organisations.
Rationale
The present study is important as it will help to understand what types of motivation
theories and techniques that are presently used by organisations in the hospitality industry. This
will provide an analysis of how different groups of hotels work to create strategies that can
motivate employees so that there is maximum efficiency present in them. It will give an
understanding of how motivational drivers influence workers, and lead to increase in
productivity even after working for long hours. Hospitality industry demands a lot of time and
energy, which makes employees demotivated to perform simple of activities. Therefore, it is
important for managers to come up with techniques of motivation that can be implemented on
workers. This will lead to increase in revenues and profits of organisations as well as lower the
rates of employee turnover. They will be able to retain workers for longer durations, creating a
good working environment.
Aims and objectives
Aim: To analyse impact of motivation on employees of hospitality sector – A Study on Marriott.
Objectives
 To understand the concept of motivation in hospitality sector.

 To assess types of motivation techniques and theories
 To analyse Marriott's employees and their working conditions
 To analyse factors of motivation in Marriott
 To interrelate motivation and growth of organisations in hospitality industry
 To recommend methods of improving and increasing motivation in employees
 To conclude how the different recommendations have impacted employees performance
at Marriott
 To conclude the overall performance of employees after motivating them
Question
 What do you understand the concept of motivation in hospitality sector?
 What are the different types of motivational techniques and theories?
 How are the working conditions of employees at Marriott?
 What are the various factors that can motivate employees at Marriott?
 How are motivation and organisational growth interrelated with each other?
 What are the different recommendations that you would offer to increase motivation in
employees?
 What conclusions can be drawn with regard to motivational theories implemented on
employees?
 How are the employees behaving and performing after being motivated with different
techniques?
Significance
Business and management within the hospitality industry is important as it helps
organisations understand how they can work and manage their business activities. This study will
aid in understanding the concept of motivation in this industry, specifically in Marriott Hotel.
This will allow managers to assess different factors of motivation and how it can help them in
motivating employees. It will also provide an understanding of the working conditions at
Marriott Hotel, so that proper courses of action can be taken. The study also helps in interrelating
motivation theories and work atmosphere of employees so that conclusions can be drawn. This
will aid management in utilising different techniques for motivating workers, so that they
perform in an effective and efficient manner.

Time Scale
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Research
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Aims and
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Literature
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Data
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Data
analysis
Data
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Finding
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Recommen
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Execute
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Submissio

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Literature Review
According to (Grobelna and Marciszewska, 2016), the hospitality industry has employees
that work for long hours and this can cause them to feel demotivated and lose their enthusiasm to
complete tasks. This leads to decrease in work efficiency and low generation of revenues. It is
important for management of such organisations, to assess their employees performance so that
they can select certain motivational theories that can be used for workers. Marriott Hotel is a
famous organisation that provides services to customers worldwide, and it is important for them
to maintain a positive working environment for employees. The main reason for their success is
effective work performance of staff, that are highly skilled and competent. In order to keep
generating high profits, Marriott Hotel will have to regularly analyse employees and motivate
them to perform their best. It has been observed that workers which are more motivated,
complete their tasks very effectively and provide good quality services to customers.
On the other hand, (Herzberg, 2017) stated that an individual's behaviour and personality
plays a pivotal role in motivation. Management of Marriott Hotel can use different techniques of
motivation to boost employees' energy to work, but it is up to that individual, whether or not they
want to perform tasks with full enthusiasm (Sheehan, Grantand Garavan, 2018). There are many
factors that can affect an employee's mind set towards work and managers can significantly
contribute towards creating a positive atmosphere for them. The hospitality industry faces many
issues with employee turnover and it has been increasing in the past few years. Therefore, it is
important for management of Marriott Hotel to identify their workers' attitude towards tasks and
how well they perform it. They have to take regular feedbacks, so that they can draw conclusions
on levels of motivation and what techniques they can use in order to motivate employees in the
organisation (Kohli and Sharma, 2017).
As per the view of coff (1996), the significant reason for employee turnover is high level
of dissatisfaction from job. Highly demotivated workers in an organisation might demand for
higher wages and they may denied following rules and regulations. In addition to this, high
employee turnover rate might have adverse effect on business performance (Sourvinou and
Filimonau, 2018). According to the perception of Fitz-enz (1990) who believes that in addition
to the motivation there are several other factors which influence employee retention in an

enterprise. These variables are working environment , culture etc. All these components also
have direct as well as significant effect on motivational level of workers. As per the view of
Osteraker (1999) the success and growth of an enterprise especially operating in service sector is
based on mainly two factors these are employees satisfaction and retention. According to the
belief of Stein (2000) retention factor can be categorised into three parts these are physical,
mental and social. The mental dimensions of retention includes characteristics, motivations
which an individual get when they are provided with flexible work tasks (Safavi and Karatepe,
2018). Employees get motivated as they can utilise their knowledge and can analyse the results
of the efforts put by them for achieving desired targets. Social dimension includes the interaction
that an individual have with other people at workplace. Physical dimension includes pay,
working conditions etc.
According to the view of Walker (2001) there are mainly seven factors which can help
firm in retaining talented employees these are appreciation of work, provision for work related
challenges, good working conditions, healthy balance between work and life, effective
communication etc. As per the perception of Kehr (2004) power, affiliation and achievement
are the three main factors which have direct as well as significant effect on individual
motivational level. The author Hytter (2007) states that trust, commitment, attachment with
company have direct and great influence on employee retention in hospitality sector. As per the
opinion of Pritchard (2007) who perceives that reward system, compensation policies, career
opportunities, leaders ship style are some factors which influence workers to retain their job.
According to the view of Clarke (2001), training and development is an effective technique
which can be used by an organisation for retaining employees. Training and development allows
an individual to developed the skills which are required for executing specific tasks. It helps an
individual in getting high level of satisfaction from their work also encourage person to retain
their job (Jabeen, Friesen and Ghoudi, 2018).
` As per the perception of Filip Dochy et al.,(2009) in investigation he noticed that
personal factors such as education, knowledge, leadership skills and learning attitude, work
pressure are some variables contributes to employee retention in hospitality sector. The author
Trevor (1997) perceives that change in reward system can assist an organisation in dealing with
the issue of high employee turnover rate in hospitality sector. As per the view of Milkovich and

Newman (2004) who has said that monetary reward can motivate employees in hotel industry to
retain their job (Xu, Maldonado Perez and Gavilanes, J2017).
According to the perception of Moncraz, Zhao and Kay (2009) compensation can be
considered to be as the top most influencing factor which only helps in reducing the managerial
turnover rate. The author Agarwal (1998) believes that reward as something that the organization
offers to the employees in response of the work as well as performance and something which is
desired by the workers. Reward is the considered to be an effective technique which can be used
for motivating employees to facilitate specific task or activity.
According to the view of Pergamit and Veum (1989) who stated that optimistic
correlation between promotions and job satisfaction and which in turn helps in retaining
employees. As per the opinion of Meyer et al, (2003) who said that internal career development
of worker is often considered to be the best determinant of an employee's effective commitment.
Author prince argued that skilled, competent and talented workers needed by company in order
to maintain position , business position and to gain competitive advantage in the market (Huang,
van der Veen and Song, 2018.). As per the view of Miller, Erickson and Yuist (2001), an
effective, safe working environment enables employees to develop sense of belongingness and
encourage workers to retain their job (uertas-Valdivia, Llorens-Montes and Ruiz-Moreno,
2018.). The author Ramlall (2003) who stated that employees feel motivated when their basic
needs are fulfilled, this is only factor which influence employees to retain their job. As per the
opinion of Abegglen (1958) who perceives that job security lead to high commitment, job
satisfaction as well as retention of employees in the company. According to the opinion of
Similarly employee commitment with their work and jobs is more, if they are motivated as
compared to less motivated employees (Jaworski, Ravichandran and Singh, 2018 ). The author
Maslow states that growth is the factor which motivates employees to retain their job in
particular company and field. As per the view of Williams (2004) who perceive that employees
get satisfaction as well as motivation from both intrinsic and extrinsic reawards
Research methodology
Research design , approach and type
Research design : it includes making various arrangements for collecting the information related
to the research topic. There are mainly four types of research design these are experimental,
descriptive, quasi experimental and co-relational (Li, Kim and Zhao, 2017). In present study,

researcher will use descriptive research design. The specific research design has been selected as
it will enable scholar to describe characteristics of a population or phenomenon being studied.
Another reason for selecting the descriptive research design is that participants are observed in a
natural and unchanged environment. This research design in useful as well as helpful in
identifying variables that can be tested. Descriptive research design will assist scholar in
addressing those factors which motivates employees to retain their job,
Research philosophy : It is considered to be as a belief about the way in which data about a
phenomenon should be gathered, analysed and used. Research philosophy is mainly concerned
with nature, source and development of knowledge. There are basically two types of research
philosophies these are positivism and interventionism. In present investigation, interprevistism
investigation philosophy will be used by scholar (Milliman, Gatling and Kim, 2018.). This
specific philosophy has been selected as it allows researcher to interpret elements of the study.
Investigation approach: it is considered to be as a strategy which is utilised by scholar in order
to accomplish desired objectives. Research approach comprises various steps of broad
assumptions to detailed method of data collection, analysis and interpretation. There are mainly
two types of research approaches these are inductive. In present investigation, researcher will use
inductive research approach (Darvishmotevali, Arasli. and Kilic, 2017 ). The reason for selecting
this specific approach is that it allows an individual to gain the depth knowledge about the topic.
It enables researcher to generate meanings from the data set collected in order to identify patterns
and relationships to build a theory.
Type of research: there are basically two types of research these are qualitative and quantitative.
Selection of type of research is completely based on the nature of the topic on which
investigation is to be conducted. In present study, both qualitative and quantitative research type
will be used. Reason for selecting Quantitative research type is that It provides insights into the
problem and helps in generation of new ideas which can be used for resolving specific issue.
Rationale for selecting qualitative research type is that it assist scholar in developing the depth
understanding about the problem.
Data collection: It includes accumulation of information from primary and secondary sources.
In present investigation, scholar will use both primary and secondary source for gathering data
related to the topic. Personal interview as well as questionnaire method has been used by
researcher for collecting the information from the participants (Grobelnaand Marciszewska,

2016). This method of data collection has been selected utilised by investigator for collecting the
detail information on research topic. Primary source of data collection will be used as it allows
investigator to analyse the expression of participants which assist scholar in determining extent
up to which the information collected by them is reliable. Books, journalism, magazines, internet
sites , newspaper will be used as secondary source of data collection.
Questionnaire will be prepared by the scholar himself, but for executing the interview
researcher has appointed a professional person.
Data analysis: It is considered to be an important research activity which includes refining of
information. The purpose of data analysis is to eliminated unwanted or meaningless information.
Data analysis technique help scholar in making the research report presentable as well as useful
to user. It also assists researcher in reaching to conclusion and supports in making an appropriate
decision. In present investigation, investigator will use thematic analyses in which various
themes will be designed on the basis of questionnaire. Graph, charts and tables will be used for
presenting the information.
Sampling: It is considered to be a technique of selecting few participants from large population.
Few people are selected as participants in research, considering the time and cost it is not
possible foe scholar to collect data from large population. There are various sampling techniques
these are random, cluster, systematic etc. Random sampling technique. Among different
techniques of sampling, random sampling will be used in present investigation. Reason for
selecting random sampling is that each and every individual has equal chance of getting selected
as a participant in investigation procedure (Herzberg, 2017). By utilising random sampling
Investigator will select 20 participants. Scholar has decided top select employees as participant in
research.
Reason for selecting employees is that they are the people on whom complete research is
based. Another rationale is that scholar perceive that workers are people who can clearly defined
the factors which motivates them to retain their job.
Accessing to data and research ethics
Study which includes human subjects or participants raises unique and complex ethical,
legal, social and political issues. There are various techniques and tools have been used by the
scholar in present study for gathering the information related to impact of motivational technique
on employees' retention in hospitality sector. For instance , regression analysis techniques will be

applied by researcher for finding the effect of motivation on employee retention. Personal
interview will be executed by investigator for identifying the factors which inspire people to
remain committed to their company. Scholar will seek support from human resource manager in
Marriott hotel to provide all the data related to employees.
Considering the various ethical as well as legal issue, scholar has planned to informed
participants about the purpose of research. All the participants has been assured that information
provided by them will be kept confidential. Researcher has decides to gather information from
primary sources, as this will help researcher in avoiding the chances of plagiarism.
Limitations
Limitations can be defined as those situations, characteristics or methods which has
greatly effected interpretation of the findings by scholar. It can also be refers to as any aspect of
research which hinders investigation procedures as well as findings. In present investigation
limited resources and time can be factor which might create in execution of in depth
investigation on topic. Lack of experience and knowledge can create major obstacles in
executing research in systematic manner. In addition to above limitation, scholar might face
difficulty in facilitating the interview due to lack of an effective communication. This factor also
might lead to increase in costs. Lack of availability of financial resources might led to the
comprise in quality of research which may further have effect on decision. Inappropriate time
management strategies can led to delay in activities or time lag in completion of research project.
As the scholar does not have experience in particular afield then in such situation the scope and
depth of discussions in research report might get compromised.

REFERENCES
Books and Journals
Herzberg, F., 2017. Motivation to work. Routledge.
Grobelna, A. and Marciszewska, B., 2016, April. Work motivation of tourism and hospitality
students: implications for human resource management. In Proceedings of the 8th
European Conference on Intellectual Capital, ECIC (pp. 95-103).
Darvishmotevali, M., Arasli, H. and Kilic, H., 2017. Effect of job insecurity on frontline
employee’s performance: looking through the lens of psychological strains and
leverages. International Journal of Contemporary Hospitality Management, 29(6),
pp.1724-1744.
Kraak, J.M., Herrbach, O. and Durrieu, F., 2017. Promises to employees matter, self-identity
too: Effects of psychological contract breach and older worker identity on violation and
turnover intentions. Journal of Business Research, 70, pp.108-117.
Santhanam, N., Dyaram, L. and Ziegler, H., 2018. Examining the moderating effects of
organizational identification between human resource practices and employee turnover
intentions in Indian hospitality industry. GSTF Journal on Business Review (GBR), 4(1).
Kim, T., Karatepe, O.M., and Xijing, C., 2017. Does hotel employees’ quality of work life
mediate the effect of psychological capital on job outcomes?. International Journal of
Contemporary Hospitality Management, 29(6), pp.1638-1657.
Huertas-Valdivia, I., Llorens-Montes, F.J. and Ruiz-Moreno, A., 2018. Achieving engagement
among hospitality employees: a serial mediation model. International Journal of
Contemporary Hospitality Management, 30(1), pp.217-241.
Milliman, J., Gatling, A. and Kim, J.S., 2018. The effect of workplace spirituality on hospitality
employee engagement, intention to stay, and service delivery. Journal of Hospitality and
Tourism Management, 35, pp.56-65.
Li, J.J., Kim, W.G. and Zhao, X.R., 2017. Multilevel model of management support and casino
employee turnover intention. Tourism Management, 59, pp.193-204.
Sheehan, M., Grant, K. and Garavan, T., 2018. Strategic talent management: A macro and micro
analysis of current issues in hospitality and tourism. Worldwide Hospitality and Tourism
Themes, 10(1), pp.28-41.