Employee and Guest Satisfaction in the Timeshare Industry

This report examines the timeshare industry, focusing on employee and guest satisfaction, using Kalalau Inc. as a case study. The report begins with an introduction to timeshares and Kalalau Inc., followed by summaries of employee and guest satisfaction analyses. Employee satisfaction factors, categorized by department, are explored, along with guest satisfaction factors such as facilities, employee service, cleanliness, arrival/departure experience, and technology. The analysis highlights the significance of leadership and HR practices in influencing both employee and guest satisfaction, referencing Maslow's Hierarchy of Needs and Expectancy Value Theory. The conclusion emphasizes the crucial role of managing employee and guest satisfaction for success in the timeshare industry.

TIMESHARE INDUSTRY LEADERSHIP AND HUMAN RESOURCE
IMPLICATIONS OF EMPLOYEE AND GUEST SATISFACTION

CONTAIN TABLE
TEAM INFORMATION
INTRODUCTION
CONCLUTION
EMPLOYEE
SATISFACTION
GUEST SATISFACTION
SUMMARY
REFERENCE

NAZNIN
AHMED,
ID 4628500,
BANGLADESH
ANDRES
ANZAI,
ID4627849
COLOMBIA
HELDER VIEIRA
ID4623317
BRAZIL
REGAN SHERCHAN
ID

INTRODUCTION
• A Timeshare is an American modality that usually has apartments
located in Condominium Condominiums with a structure similar to
hotels and these condominiums are affiliated with a large operator
that manages the properties.
• Kalalau is a Timeshare Located in United States.
• Founded in 2001, it currently owns, operates and manages 30
resorts across 8 states in the US, employing close to 2,991
employees belonging to 16 departments

SUMMARY
• Kalalau’s CEO (Xavier) thought about evaluating some key
factors associated with network performance.
• Those Include: Employee satisfaction
Customer satisfaction
Examine company data related to these
requirements and give possible recommendations

SUMMARY
The key points of these evaluations are:
• Factors that affect employee satisfaction (including
satisfaction by department
• Guest satisfaction – what types of facilities and services that
guarantee the customer satisfaction

SUMMARY
Both guest and employee satisfaction were conducted through
surveys.
Employee satisfaction being measured through the perceptions of
some points such as: Company mission; Work environment;
Performance review; Leadership effectiveness; General
management.
Guest satisfaction being measured through the perception of some
points such as: Facilities; Employee service; Cleanliness;
Arrival/Departure; Technology.

What Is Employee Satisfaction

Employee Satisfaction Analysis At Kalalau
Inc.
• Based on the request of the CEO at Kalalu Inc
• The research department conducted an internal
analysis
• Through a third-party survey company
• For current employee satisfaction perceptions

KALALAU INC.-EMPLOYEE SATISFACTION
FACTORS

KALALAU INC.-EMPLOYEE SATISFACTION FACTORS
BY DEPARTMENTAL

Guest Satisfaction Analysis at Kalalau Inc.
• Guest satisfaction is an important aspect of any
hotel industry since it is the only way to ensure
customer retention (Sharma and Srivastava,
2020).
• The quality of service and customer satisfaction
levels are critical for the survival of any service
industry
https://www.pinclipart.com/picdir/big/15-150316_traveler-traveler-boy-png-
clipart.png

Improving Guest Satisfaction at Kalalau Inc.
• Facilities: All the facilities should
be kept in proper working
condition all the time
• Employee-Service: Employees'
ability to anticipate and mitigate
issues offers guests an enjoyable
experience
https://www.revinate.com/wp-content/themes/revinate-sage/resources/assets/images/product-desc/_guest-feedback-reputation.png

Improving Guest Satisfaction at Kalalau Inc.
• Cleanliness: Most of the
complaints in a hotel front desk
area are about cleanliness
• Arrival/Departure Experience:
Everybody loves to feel welcome
• Technology: The technology
offered should be up to date, in
good condition, and easy to use
https://getimpala.com/static/stay_w_sat@2x-
46e79ddc3b92c8cde085c6b3a201ca3c.png

SYNTHESIS/EVALUATION OF
THE CASE STUDY AND
THEORY
• From the above whole case
study of Timeshare industry and
particularly of the Kalalau Inc. is
that the employee satisfaction
and the consumer satisfaction
is of topmost priority.
• It is also said that this
satisfaction is dependent over
the leadership and HR practices
being used within the hotel.

CONTINUED
• Theory used for employees
satisfaction is the Maslow Need
hierarchy theory.
• Theory used for the consumer
satisfaction is the Expectancy
value theory.

CONCLUTION
• From the above whole presentation it is clear that the managing of
employee satisfaction and consumer satisfaction is very essential.
• Also, it was found that the satisfaction of employees is totally dependent
over the leadership and the HR practices being undertaken within the
company.

Reference
Flower, V, S, & Hughes, C, L 1973, Why Employees Stay, Harvard Business Review Home, viewed 22 September 2020,
<https://hbr.org/1973/07/why-employees-stay>.
nd 2018, YouTube Video, BlessingWhite, a division of GP Strategies, viewed 20 September 2020,
<https://www.youtube.com/watch?v=VA_z5mvjeLc&t=49s>.
Maier, T. and Gursoy, D., 2013. Timeshare Industry Leadership and Human Resource Implications of Employee and Guest
Satisfaction, viewed 22 September 2020, <http://dx.doi.org/10.4135/9781529711776>
Sharma, S. and Srivastava, S., 2020. Relationship Between Service Quality And Customer Satisfaction In Hotel Industry.
Viewed on 21 September 2020, <http://trj.stptrisakti.ac.id/index.php/trj/article/view/20>
Trianasari, N., Mahardika, A. and Rahmawati, P., 2019. Measuring Hotel Customer Satisfaction: Who Cares?. Proceedings of
the International Conference on Tourism, Economics, Accounting, Management, and Social Science (TEAMS 19), viewed 22
September 2020, <https://www.atlantis-press.com/proceedings/teams-19/125924388>

Reference
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cCegQIABAA&oq=employee+satisfaction+survey+cli&gs_lcp=CgNpbWcQARgAMgQIIxAnOgIIADoGCAAQCBAeOgQIABAYUPlKWKVZYL1raAB
wAHgAgAG5AYgB2gmSAQMwLjiYAQCgAQGqAQtnd3Mtd2l6LWltZ8ABAQ&sclient=img&ei=5PJpX726CcfJrAG0uYJA&bih=771&biw=1440&safe
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0Fgh0M
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• https://www.revinate.com/wp-content/themes/revinate-sage/resources/assets/images/product-desc/_guest-feedback-reputation.png
• https://www.pinclipart.com/picdir/big/15-150316_traveler-traveler-boy-png-clipart.png