Impact of employees motivation on the performance of Hospitality sector Assignment Sample

Impact of employees motivation on the performance of Hospitality sector

CHAPTER 1- INTRODUCTION

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Research Title

To assess the impact of employees motivation on the productivity and performance of business and customer services in Hospitality sector

Background of the study

In the present time, there is huge competition among the industries either it is hospitality, travel and tourism, retail, entertainment etc. In order to survive in the competitive business environment, it is very important to develop effective strategy and tactics. With help of impressive tactics, corporation can run in the market for long time. In this manner, employees plays a very crucial role within business entity through which firm can improve quality of customer services, develop competitive advantage and earn impressive profitability. Thus, it is very important for company to motivate its workforce in such manner through which they can perform in most effective and efficient manner (Kakuma and et.al., 2011). While management fulfil all requirements and desires of employees then they will motivate to give high quality of outcome to company. Hence, it can be said that for sustain in the market for long time and earn effective profitability employees motivation is very important for organisation.

In the hospitality sector, entire performance of business and progress is largely depends upon the employees so management should keep satisfy them. By deliver effective and high quality of customer services, hotel sector can earn profitability and market share. Management of hotel should encourage its workforce to deliver effective customer services and solve their queries in effective and efficient manner.

The major aim of this research study is to analyse the impact of employees motivation on the productivity and performance of business with respect of Marriott International hotel. As per the research it has been found that currently Marriott International hotel is facing issue related to poor customer services through which productivity gets down (Koh and Sebelius, 2010). This is very serious issue for Marriott International hotel so it is very important for management to encourage and motivate its employees by deliver several monetary and non monetary rewards. By employee's motivation, Marriott International hotel can improve productivity and performance of business and deliver impressive customer services. In order to address the objective of research, scholar have applied qualitative data analysis method and used primary source of information.

Research Aim

To assess the impact of employees motivation on the productivity and performance of business and customer services in Hospitality sector: A case study of Marriott International Hotel

Research Objective

To explore the meaning and concept of Employees motivation

To discuss the significance of employees motivation on the customer services in Hospitality sector

To identify relationship between employees motivation and performance of hospitality sector

To determine the ways through which work force can be motivated within the Hospitality sector

Research Question

What is the terminology of employees motivation ?

What is significance of employees motivation on the customer services in the Hospitality sector

What is the relationship between employees motivation and performance of hospitality sector

What are several ways through which work force can be motivated within the Hospitality sector

Rationale of the study

In the current research study the major aim of scholar is to assess the impact of employees motivation on the productivity and performance of business and customer services in Hospitality sector. At the time of selecting the subject of research study researcher interest is major factor that effect selecting employees motivation subject. Furthermore, researcher actually desires to implement theoretical knowledge into the practical work that is why employees motivation topic has been selected. Another major reason is that researcher have sufficient data about the subject of employees motivation. Moreover, Marriott hotel have issue related to poor customer services and performance so scholar actually wanted to solve this issue by analyse the impact of employees motivation.

Resource Implication

For conducting research study, major three resources are significant such as human resource, time and financial resource. Due to lack of financial resource it may complicated to initiate activities associated with research such as transportation, internet cost, printing and stationery etc. Furthermore, time is another major resource through which research activities can conduct in an appropriate manner. Due to lack of sufficient time, it may difficult for scholar to accomplish all activities within time period and in effective manner. In order to conduct each research activities within specific time period, researcher will use Gantt chart method and Work break down structure. By using this technique, scholar can able to conduct each business activities within specified time period because this tool help in dividing entire research in to small parts and targets.

CHAPTER 2 LITERATURE REVIEW

Introduction

Literature review is another one crucial chapter within research study which provides detail knowledge about the subject. In this chapter several themes related to topic includes which gives deep knowledge and understanding. In order to attain the aim related to assess the impact of employees motivation on the productivity and performance of business and customer services in Hospitality sector researcher have divided several themes in the literature review which are discussed below-

Terminology of Employees motivation

According to Manzoor, 2012, it has been analysed that employee motivation plays a vital role enhancing the working spirit of workers. The author has stated that motivating employees is the term which helps in improving work productivity of staff member's which boost organisations performance. Therefore, in accordance to this it is important for the organisation to find appropriate ways to keep employees morale boosted. Further, Maroudas, Kyriakidou and Vacharis, 2018, has stated that there are various theories which helps management in keeping workers motivated like the Maslow theory which stated that in order to keep employee motivated it is the responsibility of firm to fulfil there basic self esteem, determination and psychological needs. It helps the employees in understanding that the firm focuses on the requirement of workers at workplace. Moreover, Baloch, 2017, has stated that in order to keep workers motivated the firm can implement the use of Hertzberg theory of motivation, it is the dual factor theory in which the firm aims at motivation and hygienic factors in order to keep employees morale boosted. In this the hygienic factors focuses on monetary and non monetary rewards and incentive to serve employees satisfaction and motivational factor comprise the basic workplace requirement like, first aid, heath and safety measures, food, flexibility in working hours etc.

Significance of employees motivation on the customer services within Hospitality sector

According to the view of Stone, (2013) in the Hospitality sector employees plays a very significant role by which organisation can carry out its various activities and functions. In every functional department such as marketing, human resource, finance, operation required workforce and in the absence of them firm can not operate its activities. Customers are king within the Hospitality sector through which Hotel earn profitability and market share. If customers happy and satisfy then it becomes easy to develop impressive brand image in the market. Thus, it can be said that customer satisfaction helps in developing competitive advantage. In order to make customer happy and satisfy within Hospitality sector employees should give their best contribution in deliver impressive customer services and solve their queries.

As per the view of Storey, (2014) in order to deliver impressive customer services, management should encourage and motivate employees. By effective employee's motivation, firm can easily attract new customer and retain existing customers. A motivated employees can automatically give their best contribution and efforts to improve business performance and productivity. In the opinion of Wright and McMahan, (2011) the major advantage of employees motivation within the Hospitality sector is frequent customer services because a well motivated personnels can solve customer queries in the fastest manner and give best services to them. Furthermore, quality of services can also improve within business unit while employees are happy with management.

Ways through which work force can be motivated within the Hospitality sector

According to the view of Freeman, (2010) every employees have financial requirement for survive their life and fulfil basic needs. For fulfil their need they work and earn money in terms of salary and wages. While company provides additional bonus, compensation, incentives etc then they will more motivate to get it. Basically financial reward gives by company to employees according to their performance and productivity. This rewards helps to organisation in encouraging and motivating workforce in excellent manner. Thus, it can be said that monetary reward is the best way to motivate employees under which management gives incentive, bonus, compensation, fringe benefits to employees for motivate to them. On the contracting view Glendon, Clarke and McKenna, (2016) stated that non monetary reward is another best method to motivate employees. In this method, company gives promotion, increment, higher responsibility, growth opportunities etc to employees according to their capability and efficiency. This is the way to motivate employees through which they can feel important themselves. In the opinion of Guest, (2011) training and development is the best method to motivate it employees through which they skill, ability, knowledge, capability regarding working can improve. By help of training and development, employees may feel important themselves and encourage for high quality of working within organisation.

Relationship between employees motivation and performance of hospitality sector

As per the view Ivanovic and Collin, (2015) there is direct relationship between the employee's motivation and performance of hospitality sector. While management delivers effective salary, wages, rewards, working condition to employees then they will motivate and encourage for higher performance. In order to get effective rewards and incentives, employees gives their best contribution and efforts to business and achieve determined objective within time period. In addition to this, while management gives impressive rewards and incentive then they feel important themselves and contribute within corporation for attain high target. Thus, it can be said that employee's motivation have direct relationship with performance and progress of organisation within Hospitality sector.

According to Manzoor, 2012, employees motivation and performance of hospitality sector are interconnected to each other because employees are the key asset of firm and if the management of hospitality sector will serve all the basic needs of employee than it will assist the management in increasing working productivity of employees. Hospitality sector is directly related to customer, therefore it is important for the management to ensure that its employees are motivated in order to increase efficiency of customer services and working effectiveness. In accordance to this the author has stated that in order to visitor satisfaction it is important for the hospitality management to serve workers satisfaction.

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CHAPTER- 3 RESEARCH METHODOLOGY

Research methodology act as tonic for the research process as it provides various type of research tools and techniques which make research process easy and smooth for scholar. The methodology involves tools like research philosophies, approach, collection of data, data analysis, research techniques, research design, sampling etc. Further, implementing the use of these methods assist the scholar in drawing appropriate conclusion by collecting accurate information. In this research process, research methods will assist the scholar in determining the aim of project will is to ascertain the implication of employees motivation on the productivity and performance of business and customer services in Hospitality sector.

Research Philosophy

Research philosophy is the foremost part of research process assist the scholar in understanding the importance of research title and objective and motive behind conducting research. It provides various methods to develop critical understanding over the research topic which to analyse the impact of employee motivating in the productivity and consumer services in hospitality sector. Generally, philosophy is of two types that is positivism and interpretivism, both the philosophy helps the scholar in different ways like with the help of positivism philosophy the scholar formulates assumption with regard to research topic whereas in interpretivism aims at making appropriate justification with regard to research tittle. Thus, in this research process the researcher will make use of positivism philosophy where the researcher will collect data and will formulate assumption on gathered data.

Research Approach

Research approach is another key driver of research process which assist the person in addressing solution to the research questions. It is important for the person to implement effective approach to process because it is the tool which helps in deriving outcomes to objective and questions of research. Further, with the help of this tool the investigator is able to make conclusion and is able to conduct effective research process (Rubin and Babbie, 2016). Generally, there are two types of research approach that is inductive and deductive, in inductive the person goes specific to general whereas in deductive the researcher goes general to specific. Apart from this, it has been analysed that both the process are effective in their own context but in this process the researcher will make use of deductive approach where the scholar will collect general information from employees of Marriott on implication of employees motivation on the productivity and performance of business and customer services in Hospitality sector. Furthermore, with the help of general collected data the scholar will formulate specific conclusion and recommendation.

Research technique

It is the another significant tool of research process with the help of which the person summarizes the information which has been evaluated with the help of analysis and literatures which has been evaluated with the help of secondary sources (Kumar, 2014). This provides two types of research technique that is qualitative and quantitative. In this qualitative is exploring the research topic whereas quantitative is making descriptive analysis. In this research process, the researcher will make use of both type of techniques in order to derive appropriate summary and conclusion.

Research design

Research design plays vital role in research process and it offers different design in order to conduct effective research process like descriptive, exploratory, explanatory etc. Thus, in this research the resarch will make use of descriptive design where the person will evaluate information from employees of leading hotel Marriott to conduct entire process of investigation.

Data Collection

Data collection is the most crucial part of research process which assist the researcher in gathering information with regard to research tittle on the basis of which person formulates assumption and draw conclusion. There are two types of data collection process sources that is primary and secondary, in secondary the scholar aims at evaluating suitable information from already available information which is in governmental publications, articles, newspapers, books, journals etc. (Sobh and Perry, 2016). Apparently, in Primary source the person seeks for current data with the help of interview, focus grow up, questionnaire, etc. Thus, in this research the scholar will make use of primary source in which the person will derive answer on implication of employees motivation on the productivity and performance of business and customer services in Hospitality sector from 20 employees of Marriott. This will assist the person in evaluating various strategies which are used by hotels to motivate staff and the effectiveness of motivation on customer service of organisation.

Sampling

Sampling is another key driver of research process which helps the researcher in determining key players who can assist in the person in collection of data with regard to research title. Further there are various types of sampling use in different cases like, cluster sampling, random sampling, probability and non probability sampling. Implementing effective technique in research process sis the best strategy which make entire analysis and data collection process simpler for investigator (Rubin and Babbie, 2016). Thus, in this study, the scholar will make use of random sampling in which the person will target 20 potential employees of Marriott hotel who can assist the scholar in determining the implication of employees motivation on the productivity and performance of business and customer services in Hospitality sector.

Data analysis

Analysing collected data is the most critical part of research process as in this the scholar have to be attentive. In this the scholar draw conclusion with the help of gathered information. Basically it is the interpretation of collected information in order to outline solution which are based on research problems (Hogg, 2010). There are two type of analysis that is qualitative and quantitative, in quantitative the scholar is liable to evaluate and analyse data in form of numerical and mathematical terms which is time consuming and is complex process. Apparently, in quantitative analysis the person derives solution with the help of thematic analysis. Thus, in this research process, the scholar will implement the use of qualitative analysis in which the individual will outline solution with the help of 9 themes which are formulated on the basis of questionnaire.

Ethics

Ethics are the values, beliefs, emotions of the people which derives individual behaviour. Therefore, it is important for the researcher to consider ethical requirements before conducting research process. Ethical consideration assist the researcher in making research process smooth and systematic (Ormerod and Ulrich, 2013). Thus, in this research process the researcher will ensure that questions in questionnaire are formulated keeping in mind the interest of employee and organisation. Further, before conducting research the researcher will seek for prior permission from responsible authorities of Hotel Marriott in order to make investigation process reliable and viable.

Research limitation

There are various factor which limits the research process of scholar like the time boundation and expenses are the major factor which restriction and creates hindrance in investigation process (Geerts, 2011). Thus, it is duty of the researcher to conduct entire process of research keeping in mind all the limitations as it will help in conducting process fast and will assist in controlling expenses.

Time scale and activity

CHAPTER- 4 DATA ANALYSIS AND INTERPRETATION

Introduction

This is another one of the most important chapter within research study by which information can collect, analyse, interpret for find out the best solution. Data analysis is a process of evaluating information using analytical and logical reasoning to examine each component of the data provided. In the absence of this chapter, researcher can unable to investigate the research information and find out the best alternative solution. By help of effective data analysis, researcher can take effective decision by analysing and interpreting the information.

In the current study, the major aim is to assess the impact of employees motivation on the productivity and performance of business and customer services in Hospitality sector. For attain this objective, researcher have applied qualitative technique along with primary data collection. In this method researcher have prepared a systematic questionnaire about employees motivation and its impact on business performance with respect of Marriott international hotel. In order to collection of information from respondents, researcher have taken personal email id of 20 employees of Marriott hotel and sent questionnaire to them. This is effective criteria to collect fair information from respondents and they can freely share their views and opinion without any biasness. The collected information in the primary data collection are interpreted below-

Theme 1: Since how many years employees have been working within the Marriott hotel

Interpretation and analysis: This section stated that from 20 employees in the survey 8 have 3 to 4 year working within Marriott Hotel. In addition to this, 5 employees have 2 to 3 year working within the cited venture. Thus, from this collected data it has been analysed that employees have effective experience of working within the Marriott hotel. Thus, it can be said that they have knowledge about the motivational techniques which used by the cited venture for its employees.

Theme 2:Satisfaction level of employees with working culture of the Marriott hotel

 Interpretation and analysis: This section refereed that in the survey of 25 employees 12 are highly satisfied with working culture of Marriott hotel. On the other hand 6 employees are satisfied with existing culture and working within Marriott hotel. Thus, from this collected information in the survey it has been assessed and analysed that Marriott hotel have impressive working culture and environment for its employees through which they are effectively satisfied with it. Many of the employees are highly satisfied with Marriott hotel that means company is providing effective rewards, working condition and arrangement to them.

Theme 3: Employee's motivation helps to company in improving customer services and quality of work

Interpretation and analysis: This section referred that employee's motivation helps to company in improving customer services and quality of work. In the survey it has been found that from 20 employees in the survey 12 respondents are strongly agreed with the statement that employee's motivation helps to company in improving customer services and quality of work. On the other hand 1 respondents are disagreed with the same statement. Thus, from this collected information it has been analysed that A motivated employees can automatically give their best contribution and efforts to improve business performance and productivity. Quality of services can also improve within business unit while employees are happy with management.

Theme 4: Motivation technique used by business enterprise

 Interpretation and analysis: This section refereed that many of the respondents said Marriott hotel delivers monetary reward to its workforce. On the other hand only 6 respondents said that company delivers non monetary rewards. Thus, from this collected data it has been analysed that with help of additional bonus, compensation, incentives etc then employees will more motivate. This rewards helps to organisation in encouraging and motivating workforce in excellent manner.

Theme 5: Incentive and bonus motivates to employees

Interpretation and analysis: This section stated that incentive and bonus effectively motivate and encourage employees for higher performance. In the survey of 20 respondents, 10 respondents said that incentive and bonus will more motivate and encourage to them. Thus, from collected data it has been analysed that monetary reward is the best way to motivate employees under which management gives incentive, bonus, compensation, fringe benefits to employees for motivate to them. While company provides additional bonus, compensation, incentives etc then they will more motivate to get it

Theme 6: Employee's motivation have direct relationship with growth and higher performance within Hospitality sector

Interpretation and analysis: This section refereed that employee's motivation have direct relationship with growth and higher performance within Hospitality sector. In the 20 employees, 11 respondents are strongly agreed with the same statement. Thus, from collected data it has been analysed that in order to make customer happy and satisfy within Hospitality sector employees should give their best contribution in deliver impressive customer services and solve their queries. By effective employee's motivation, firm can easily attract new customer and retain existing customers. While management motivates its employees then they will motivate and encourage for higher performance.

Theme 7:By motivate employees, Marriott hotel can achieve its determined objective within time period

 Interpretation and analysis: This section referred that by motivate employees, Marriott hotel can achieve its determined objective within time period. In the 20 respondents 12 are strongly agreed with the same statement. Thus, it has been analysed that In order to get effective rewards and incentives, employees gives their best contribution and efforts to business and achieve determined objective within time period. While management delivers effective salary, wages, rewards, working condition to employees then they will motivate and encourage for higher performance.

Theme 8: Business unit involve employees in business decision making process

Interpretation and analysis: This section refereed that Marriott hotel involves employees in business decision making process. In the survey 15 employees said yes upon the same statement that involve employees in business decision making process. Thus, from collected data it has been analysed that while management invites employees in the business decision making then they feel important themselves.

Theme 9: Incentives and other benefits can influence business performance within Marriott Hotel

 Interpretation and analysis: From this section it has been referred that incentive and other benefits can influence business performance within Marriott Hotel. From 20 employees 18 said yes upon the same statement benefits can influence business performance within Marriott Hotel. Thus, it has been analysed that benefits can influence business performance within Marriott Hotel.

CHAPTER- 5 CONCLUSION AND RECOMMENDATIONS

From this entire research study it has been concluded that employees plays a very crucial role within business entity through which firm can improve quality of customer services, develop competitive advantage and earn impressive profitability. Thus, it is very important for company to motivate its workforce in such manner through which they can perform in most effective and efficient manner. Employees motivation is one of the criteria through which organisation can effectively maintain and manage its workforce. It has been also concluded that by effective employee's motivation, firm can easily attract new customer and retain existing customers. A motivated employees can automatically give their best contribution and efforts to improve business performance and productivity.

In order to attain the aim is to assess the impact of employees motivation on the productivity and performance of business and customer services in Hospitality sector, researcher have applied qualitative research technique along with primary data collection. Researcher have conducted survey of 20 employees of Marriott Hotel for analyse the imp[act of employees motivation on the business performance and customer services within Hospitality sector. From collected data, from 20 employees of Marriott hotel 12 are strongly agreed with the same statement that by effective employee's motivation, firm can easily attract new customer and retain existing customers. While management motivates its employees then they will motivate and encourage for higher performance. It has been also analysed that 10 respondents said that incentive and bonus will more motivate and encourage to employees. Thus, from collected data it has been analysed that monetary reward is the best way to motivate employees under which management gives incentive, bonus, compensation, fringe benefits to employees for motivate to them (Ashraf, Azam and Ashraf, 2015). It has been also analysed that employee's motivation is one of the crucial aspect for Hospitality sector through which performance of business and customer service can improve. However, there are some respondents who thinks that company should improve its employees motivation. In order to motivate employees, Marriott hotel should use following criteria-

• Marriott should conduct training and development program for its workforce through which they can feel important themselves. In addition to this with of training program, employees have opportunities to improve their skill, ability, knowledge etc (Paharia, 2013).
• Marriott hotel should conduct feedback session with employees through which management can able to identify the issues and problem of employees related to their working (Yousaf, Yang and Sanders, 2015). With help of this method, management can identify the issue and find out appropriate solution.
• Marriott hotel should provide attractive incentives, fringe benefits, compensation, bonus to its employees through which they can encourage to getting it. This helps in improving quality of work and productivity within organisation (Zabouj and Antoniades, 2015).
• Marriott hotel should invites its workforce in the business decision making through which employees can feel important themselves (Danish and Usman, 2010). By help of this method, employees can share their view, opinion, issues and suggestion related to working with management.

References

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