Employee Satisfaction in Hotels: The Impact of Shift Work

This report presents a qualitative research study examining the impact of shift work on employee satisfaction within the five-star hotel industry in Sydney, Australia. The research employs a descriptive design, utilizing in-depth interviews with hotel employees to gather primary data. The methodology includes a detailed overview of research philosophy (positivism), approach (inductive), and design (descriptive survey). Data collection methods involve observation, interviews, and transcription, with data analyzed through open and axial coding. The study addresses ethical considerations and limitations, such as financial constraints and limited sample size. The findings are based on a purposive sampling technique, involving management, middle-level, and lower-level staff. The report details the population, sampling techniques, and sample size, along with data analysis procedures including tabulation, and analysis of qualitative data. The report concludes with a discussion of ethical considerations, limitations, and references to relevant literature, providing a comprehensive analysis of the impact of shift work on employee satisfaction.

Running head: EMPLOYEE SATISFACTION
1
Impact Of Shift Work On Employee Satisfaction
Name:
Institution:

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Table of Contents
1.0 Introduction.....................................................................................................................................3
2.0 Research Methods...........................................................................................................................4
2.1 Methodology...............................................................................................................................4
Research Philosophy......................................................................................................................4
Research Approach........................................................................................................................4
Research Design............................................................................................................................5
2.2 Population, Sampling Technique, and Population Sample...........................................................5
2.3 Data Collection............................................................................................................................7
2.4 Data Analysis...............................................................................................................................8
2.5 Ethical Considerations.................................................................................................................8
2.6 Limitations...................................................................................................................................9
References...........................................................................................................................................11
Appendix.............................................................................................................................................12

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Impact of shift work on employee satisfaction
The research methodology outlines every component of the research from the
introduction; research methods; methodology; population, sampling techniques, population
sample; data collection; data analysis; ethical considerations; and the limitation of the
research.
1.0 Introduction
This study employed a qualitative research design. In-depth interviews were held with
five-star hotel employees to determine the impact of shift work on employee satisfaction in
the hotel industry in Australia (Lincoln & Guba, 1985). The descriptive method was used
since the researcher sought to describe the perception of hotel staff on the impact that shift
work has on their job satisfaction. Purposive sampling was used. Observation, transcription
and interview were used for the collection of praimary data. The data was then analysed using
open coding and axial coding.
The study was conducted in Sydney, Australia. The study sampled five-star hotels in
Sydney. The management at the hotels was approached, and their consent sought to interview
them and some of the middle and lower level employees. A population sample was
determined from the popluation of employees through stratified random sampling. Even
though the population was large, the selected ssample comprized of 36 respondents. Due to
time constraints, some of the respondents were interviewed using phone calls and email. Five
respondents were interviewed each day for about 20 minutes to 30 minutes. Data from the
questionnaire and observations were collected and stored for analysis.

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2.0 Research Methods
The study used qualitative approaches to answer the research questions. Qualitative
research was used because of its appropriateness in handling small samples, though its
findings are not quantifiable (Spradley, 2016). The advantage of the qualitative research is
that it allows the researcher to carry out a complete description and analysis of the subjects
under study, without limits in the scope of the study and how participants respond to the
interview questions (Zikmund, Babin, Carr, & Griffin, 2013).
2.1 Methodology
Research methodology is the systematic approach of data collection and analysis. The
methodology describes the research philosophy, the research approach and the research
design. For a qualitative research, interviews of the relevant cadres and individuals are vital
(Pogrebin, 2003). Interviews allow the researcher to collect valuable information that will
impact the findings and conclusion of the study.
Research Philosophy
Research philosophy highlights the process of information gathering and systematic
analysis. Philosophy is important in understanding the research questions to choose the right
research methods and strategy. This research used the positivism since it supports the
acquisition of knowledge through scientific analysis of findings (Chiang & Hsieh, 2012).
Positivism relates the findings of the study to the conclusion and gives no chance to
manipulation of data. Valid analysis is achieved when the respondents can be successfully
associated with their responses.
Research Approach
The research approach describes the theoretical patterns of data analysis. The
approach of the research is influenced by the research questions and objectives of the study

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(Spradley, 2003). The theoretical framework and how the variables influence each other
determine the approach of research. Inductive approach helped the approach used in this
research to achieve its goals in identifying important theories and observation.
Research Design
This study used the descriptive survey design. According to Zikmund et al. (2013),
the goal of descriptive survey is to describe the characteristics of the variables under study. It
tries to address the questions on what, when, what, where, and how. As such, descriptive
studies are conducted for three primary reasons, the first being to help identify the gaps in
research, to support the researcher in planning and allocating resources for the study and to
provide informal information about a given variable. Descriptive research can help reveal
connections and patterns that would otherwise go unnoticed (Pogrebin, 2003). The
descriptive study design was critical in trying to understand the causal relationship between
variables, in the hospitality industry in Australia.
2.2 Population, Sampling Technique, and Population Sample
Zikmund and his colleagues described the population in research as “any complete
group…that shares some common set of characteristics.” These characteristics must be of
interest to the study. About the definition, the population can be said to be referring to the
community under study. Consequently, the population in this study refers to the community
from which the respondents for the interviews were derived.
This study focused on the employees of five-star hotels in Australia. The interest of
the research was in hotels with a functional human resource department because it is the
department with the mandate to oversee the welfare of employees. Given that many hotels in
Australia do not have a formal system of human resource management; it was not prudent to

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research all the five-star hotels. Hence the population of the study was generated from three
five-star hotels in Sydney.
Table3.1: Population in the sampled hotels
Hotel Management staff Middle-level staff Lower level staff Total
Hotel One 3 12 20 35
Hotel Two 3 10 24 37
Hotel Three 5 15 35 55
Total 11 37 79 127
“Sampling is the process by which a relatively small number of individuals, object or
event is selected and analyzed to find out something about the entire population from which
they were selected” (Spradley, 2016). Zikmund et al. (2013), define the population sample
size as the selected representative of the population. The sample size was 36, representing
30% of the total population, according to Patton's (2002) suggestion that descriptive studies
require 10% - 30% ratio of the sample population. The sample is heterogeneous because it
was represents all the staff cadres. The study employed purposive sampling technique.
Purposive sampling allowed the researcher to choose the sample depending on the objective
of the study. Consequently, participants from three levels were selected, that is, management
staff, middle-level staff, and lower level staff. Table 3.2 illustrates the sample size
Table 3.2 sample size
Hotel Management staff Middle-level staff Lower level staff Total
Hotel One 1 3 6 10
Hotel Two 1 3 7 11
Hotel Three 1 4 10 15

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Total 3 10 23 36
2.3 Data Collection
Data collection procedures are the instruments that are used in obtaining data from the
participants. Our study used observation, interview, and transcription to gather data from the
participants, about the research objectives. Both primary and secondary data were collected
during the survey. Face-to-face, telephone and email interviews were conducted during the
first two months of the research. Face-to-face interviews allowed the researcher to make
observations. Phone call interviews were recorded for transcription. Interview is a vital
instrument for collecting useful data; it allows respondents to voice their opinions about the
research question (Pogrebin, 2003). Information obtained from interviews is unbiased
(Spradley, 2003). Secondary data was gathered from published sources explaining theories
on diversity management.
A The interview is a written paper with questions requiring the respondent to fill out
the answers (Kothari, 2004). A interview can be completed either orally or in writing. The
researcher may read out the qestions and record the responses of each participant
independently. In our study, the researcher developed a list of questions in for the interview
and disbursed it to the respondents. The questions were precise to avoid ambiguity. The
researcher conducted the interview physically to the respondents who were then given ample
time to respond accordingly. A pilot study was conducted on seven members of staff in Hotel
One, to determine the points of weakness before the actual study was done (Sekaram &
Bougie, 2010).

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2.4 Data Analysis
Once all the interviews had been conducted, the answers were edited for completeness
and consistency (Bryman & Bell, 2015). The data from the intereviews was coded to allow
grouping to data into themes. Open coding was used to group the data into themes to develop
summaries of the data. Open coding creates labels that summarize observations. Examples of
the respondents’ words and properties of each code are tabulated. Axial coding was then used
to relate the coded data. Axial coding identifies relationships in the open codes Tabulation is
the systematic arrangement of data into tables (Zikmund et al., 2013).The tabulated data was
arranged logically into rows and columns. Tabulation prepared the study for interpretation
and analysis
Data analysis examines the information collected during the survey to make
inferences and deductions (Bryman & Bell, 2015). During data analysis responses were
assigned numerical values. However, since our data was qualitative, it was analyzed
systematically to deduce logical conclusions and recommendations. Percentage distribution
and frequencies were calculated where appropriate.
2.5 Ethical Considerations
This study was subject to several ethical concerns. At the earlier stage of the study,
the participants signed a written acceptance confirming that they would participate in the
research by signing the consent and briefing letter. At the same time, the respondents signed
the debriefing and withdrawal letters and were assured that their participation is voluntary
and that they can withdraw from the study at any stage of the research.
At the same time, the participants familiarized themselves with the objectives of the
study and were assured that whatever information they gave was private and confidential;
and, would not be used for any other purpose other than academic and research purposes. At

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the end of the study, it was evident that research had not caused any harm or abuse, either
psychological or physical during its course.
2.6 Limitations
As is common in all studies, this research was characterized by the following
limitations:
Validity
The researcher experienced financial challenges during the study; the study required the
researcher to travel between the hotels; essential logistics like stationaries were too high; and,
the time was also limited because of commitments. These challenges prevented the researcher
from covering a larger sample.
Reliability
The study was only capable of studying three organizations which may not give adequate
facts regarding the topic. Similarly, the conclusion may not be strong enough to address the
goal of the study. Also, some organizations were reluctant to give the researcher the go-
ahead to assess some their policies; which was contrary to the expectations of the researcher.
Though the research had created a rapport with the respondents, some were mostly
unpredictable which implied that some respondent were sometimes hesitant to give
information.
Trustworthiness
The literature on employee satisfaction in the hospitality industry was scarce, yet this project
aimed to contribute to the existing literature in employee satisfaction and the impact of
related cost on the hotels. Still, these limitations did not affect the validity of the findings of
this study, since the research was independent and timely.

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References
Bryman, A., & Bell, E. (2015). Business research methods. Oxford University Press, USA.
Kothari, C. R. (2004). Research Methodology: Methods and Techniques. New Age
International.
Lincoln, Y. S., & Guba, E. G. (1985). Naturalistic Inquiry. Newbury, CA: SAGE
Publications.
Patton, M. Q. (2002). Qualitative Research & Evaluation Methods. Thousand Oaks, C.A.:
SAGE Publications.
Pogrebin, M. (2003). Qualitative Approaches to Criminal Justice: Perspectives from the
Field. SAGE.
Sekaram, U., & Bougie, R. (2010). Research Methods for Business: A Skill Building
Approach. United Kingdom: John Wiley & Sons Ltd.
Spradley, J. P. (2003). Qualitative Approaches to Criminal Justice: Perspectives from the
Field. Thousand Oaks, C.A: SAGE.
Spradley, J. P. (2016). The ethnographic interview. Waveland Press.
Zikmund, W. G., Babin, B. J., Carr, J. C., & Griffin, M. (2013). Business Research Methods
(9th ed.). Mason, OH: South-Western Cengage Learning.

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Appendix
Interview Questions
1. Why do you work shifts?
2. How common is shift work?
3. Who works in shifts?
4. What is your thought on job satisfaction?
5. How does shift-work affect job satisfaction?
6. What motivation factors are in line with shift-work?
7. Are workers satisfied with the hotel’s shift work schedule?
8. What challenges do you experience working shifts?
9. Could you please explain how shift-work affects family life?
10. Please explain how shift-work affects employee turnover at the hotel?
11. What is the company doing in terms of training to improve the skills of the
employees?
12. Please explain the compensation policy of the company and whether it enhances job
satisfaction?
13. Do you intend to quit your job within the year? Please explain your answer?
14. Does the hotel provide supervisory support during shifts? How does this influence
your performance?
15. Do the co-workers provide support during shifts? How does this affect your
performance?
16. Could you please explain how the hotel supports work-life balance?
17. Please mention any other factor that influences job satisfaction and has not been
listed above?

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18. Could you please recommend measures that can be implemented to maximize
employee satisfaction?