Employees motivation and level of satisfaction in the luxury hotel “Z”

Abstract

The topics of employee motivation, satisfaction, and engagement play a central role in the field of hotel management both practically and theoretically. This is because of the simple fact that employees are a fundamental component of service delivery. Although the physical environment, systems, and processes are also among the critical components of the service delivery, their utility depends on the energies and capabilities of human resources. The hotel industry is a labor-intensive industry, in that most services cannot be provided without the presence of human resources. It is the human element that delivers services. In the delivery of these services, a motivated, satisfied, and engaged employee is a primary concern. Therefore, measuring employees' job satisfaction and identifying their engagement is very important, as customer dissatisfaction or satisfaction, with the services provided, may be influenced by employees' dissatisfaction or satisfaction. It, therefore, is important to emphasize that as a labor-intensive industry, human resources clearly plays an important role in the delivery and maintenance of excellent service. As an example, I chose luxurious five star hotel Z (Saint-Petersburg, Russia) where I have investigated the level of job satisfaction among hotel employees from the Front Office department. Specifically, the research investigated the motivational factors, level of job satisfaction, and engagement among hotel employees. The research employed a quantitative approach in the form of a survey with data being gathered via questionnaire. The research used a convenience sample of 23 participants from two outlets: Human Resources and Front Office. The research found that the three most important motivational factors are ‘good/high wages’, ‘job security’, and ‘opportunities for advancement and development’. The research offers some important insights for hotel managers of the hotel Z. Real appellation of the hotel has been changed to the name “hotel Z” and company’s name to “company X” in order to maintain confidentiality.