Employee Engagement at a Hotel : Case: Hotel Haven, Helsinki

Abstract

The purpose of the research study was to find out reasons and level of work engagement among front office staff at Hotel Haven. The study was designed to help develop an understanding of the staff's organizational commitment and its effect on the company's financial performance and to give suggestions for the employer for further actions to maintain the engagement level high. The study was also to find out if results of Hotel Haven differ from other hotels and restaurants studied in the same survey. The research consisted of desk study, online questionnaire and face-to-face interviews, followed by an analysis of the results. Data for the desk study was gathered from multiple literary sources, as well as from electronic publications, researches and websites. The questionnaire was carried out among the permanent front office staff via online questionnaire and face-to-face interviews. The study first comprised desk study on the relevant concepts, then the analysis on the questionnaire and interview results as well as the comparison to other hotels and restaurants that had taken part in the same survey. Finally conclusions and recommendations were made. Based on the findings, the staff is more engaged to their work at Hotel Haven than average hotel and restaurant worker in Finland. The results of the study show that company's financial performance is directly related to satisfied, happy and engaged employees. However, the study also reveals that there are factors in need of improvement also at Hotel Haven for the employees to feel more satisfied with their employer and not only with their colleagues and their team spirit.