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Sheffield Business School
BSc (Honours) Hospitality Business
Management
Title
Staff motivation affect in the Hong Kong Hotel industry.
Name
Tang Wai Yip, Oscar
Student No
9120 6734
Month Year April 2011
ii
Sheffield Hallam University
Sheffield Business School
Title
Staff motivation affect in the Hong Kong Hotel industry.
FULL NAME
Tang Wai Yip, Oscar
STUDENT No
9120 6734
Supervisor: Miss Dorothy Tsui
In partial fulfilment of the requirements for the degree of Bachelor of Science in Hospitality
Business Management.
Month Year April 2011
iii
Acknowledgements
I would never have been able to finish my dissertation without the guidance of my
committee members, help from friends, and support from my family.
I am pleasure to thank Miss Dorothy Tsui, who as a good tutor was always willing
to assist and give her best suggestions and recommendations. I am very interested about
this topic but I think very difficult when in the initial period. Fortunately, Miss pointed the
right direction to mine so this project had finished now.
Finally, I would like to thanks all interviewees. Do not have their helped and
completed the questionnaire. I can not finish this research. So thank you for their help.
iv
Executive Summary
Staff motivation is the most important thing that because employee is the major asset in the
company because they are the medium between the company and customer. If the staff
happier, they will work hard, while they didn’t. So motivation is the amazing thing can
change the employee effort.
This research is focusing how to motivate employee and which motivation method is most
important. The aim of the research is to identify effective measures for motivating staff for
a hotel’s success. Motivate is important but how to make the hotel being success is that this
research should find out. Moreover, the objectives of this research are to identify current
staff motivation level of the Hong Kong hotel industry, to identify effective measures for
motivating hotel staff, and to identify the effective method to motivate staff.
Motivate is the term everybody may understand. But how to motivate employee is not
everyone understand. There are lots of motivate methods which are Motivation Through
Fear, the Carrot-and Stick Method, the Economic Man Theory, Human Relation Theory,
Maslow’s Hierarchy of Needs and Theory X and Theory Y. These theories are show in
Literature Review. Employee is normal people and they are different by the other.
Different motivate method should provide to different employee need. May be some one
need incentive motivation but the other would like to recognition.
Questionnaire is primary information and is an easy way for carry out a lot of opinions of
staff at operation level. In this questionnaire, it separate to two parts. Each part should had
its function. The finding and analysis is analysing that the most important of motivation
method are recognition and incentive.
The result is useful for recommend in hotel industry to make it successful. Hotel should
motivate their casual worker by recognition and their full time by reward and bonus.
Everybody needs and wants are different and hotel should understand and provide the
personal motivation method to their staff. Finally, some future researches should offer for
the senior employee and management level to understand all level of hotel employee need
for improve the motivation methods.
v
Contents
Acknowledgements ........................................................................................................................ iii
Executive Summary ....................................................................................................................... iv
Contents .......................................................................................................................................... v
List of figures .................................................................................................................................. vi
List of Tables .................................................................................................................................. vi
Chapter 1 Introduction ..................................................................................................................... 0
1.1 Background……….………………………………………………………………………………..0
1.2 Aim & Objectives .................................................................................................................. 1
1.3 Motivation…………………………………………………………...……....……...….…………..1
Chapter 2 Instrumental Literature Review ...................................................................................... 3
2.1 Motivation ............................................................................................................................. 3
Chapter 3 Method of Investigation .................................................................................................. 9
3.1 Research Method ................................................................................................................. 9
3.2 Date Collection………………………………………………………………………...….……….9
3.3 Reliability………………………………………………………………………………....……….10
3.4 Content of questionnaire ………………………………………………………………………..10
Chapter 4 Findings and Analysis .................................................................................................. 11
4.1 Introduction ......................................................................................................................... 11
4.2 Description of the Sample……………………………………………………………………….13
4.3 Profile of responders…………………………………………………………………....…….…13
4.4 Job industry……………………………………………………………………………………….14
4.5 Job position level…………………………………………………………………………………14
4.6 Reasons of motivation and resignation………………………………………………………..15
4.7 Management style………………………………………………………………………………..17
4.8 Overall in company………………………………………………………………………………18
Chapter 5 Conclusions and Recommendations ........................................................................... 19
5.1 Conclusion………………………………………………………………...…….………………..19
5.2 Recommendation........................................................................................................... 2219
References .................................................................................................................................... 24
Appendices ................................................................................................................................... 26
vi
List of figures
Figure 2.1 Maslow’s hierarchy pyramid ……………………………………………… P.6
Figure 4.1 importance of motivation ………………………………………………….. P.16
List of Tables
Table 4.1 Profile of interviewees ……………………………………………………… p.12
Chapter 1
Introduction
1.1 Background
Junior level is the initial state in any staff work in a company, every people will working
under a supervisor or manager. I am a student but I also am a part-time worker and I also
had been managed by a lot of different manager. If the manager had motivated me and I
had willingness to work hard, while I had worked lazed. So I think staff motivation is very
important in hotel industry to improve company effective and efficiently in not spend large
amount of money.
On the other hand, I am interested about staff motivation because it is very amazing there
is a same staff that the working performance will adjusted by the manager. Staff
motivation is win-win situation between staff and company. Staff would work hard and
willingness to work while there has a good motivation. So they will satisfy on their job and
the productivity will increase. Finally, the profit of company will increase. However, it is
so difficult to motivate the staff. So I would like to do a research to find how to do that.
The following are the aim and objectives of this research.
1
1.2 Aim & Objectives
Aim:
To identify effective measures for motivating staff for a hotel’s success.
Objective:
I. To identify current staff motivation level of the Hong Kong hotel industry.
II. To identify effective measures for motivating hotel staff.
III. To identify the effective method to motivate staff.
1.3 Motivation
Staff is the major asset in the company because they are the medium between the company
and customer. They are serving guest and producing the products. A good staff can made a
company success while can made customer dissatisfaction so that the staff motivation is
very important.
First, cause the staff serving the customer, customer satisfaction will affect by them. May
be two company have the same training method but the staff are the different serving level
because of the manager. Manager is leading them to be successful so they should learn the
management skill to motivate and manage their staff effective. Also, a good relationship
between manager and staff can motivate the staff work hard because they think that the
manager is their leader.
2
Staff is normally people, so that they had emotion and feeling. When they are upset and
depressed, their working performance will lower. If the management punish the staff, it
will not improve the staff performance but will being worst. This research had found out
how to motivate the staff and what is the most needs and wants about the staff.
Staff motivation is a value learning topic for both management and staff. About
management level, manager needs to understand how to motivate staff because it can
improve the productivity of their staff. Regard with the staff, clear understand the
motivation, they can motivate by themselves so they can work hard with satisfaction.
3
Chapter 2
Instrumental Literature Review
The theoretical framework of the study focuses on the staff motivation. Staff motivation is
very difficult term and not everybody understands what this is and how to do that. The
following are the literature that for more information about staff motivation.
2.1 Motivation
2.1.1 Definition of Motivation
Such individual differences are often most marked with wide discrepancies between the
best and the worst. Yet cannot differences between individual be explained by differences
in natural ability, training and experience? Yes, they can, but it isn’t enough. There is
another quality present. That quality is called motivation (Riley, 1995). Motivation is the
inner force that drives employee behavior. The intensity of one’s inner force to do a task or
accomplish a goal describes the level of motivation. Two people may both say and believe
they want to be excellent employees. The intensity of their desire to be excellent measures
their motivation. Employers pay more attention to what employees do than what they say
or believe. Motivation is the force that causes employees to deliver on what they say
(Erven and Milligan).
4
2.1.2 Method of Motivation
Motivation Through Fear
One of the oldest ways of motivating people to perform on the job is to use fear as the
trigger for getting action. This method makes systematic use of coercion, threats, and
punishment (Miller, Porter and Drummond 1992). This is the oldest method and there is
not useful nowadays because if there are lots of punishment and pressure, the employee
will leave their job.
The Carrot-and Stick Method
A philosophy of motivation is to combine fear with incentives – reward for good
performance, punishment for bad (Miller, Porter and Drummond, 1992). Carrot and stick is
an idiom that refers to a policy of offering a combination of rewards and punishment to
induce behavior. Some claim that this usage of phrase is erroneous, and that in fact comes
from the figure of a carrot on a stick (Popik, 2009). Punishment and incentive combine are
useful motivation method. Employees understand that if they work hard, they will get the
incentive while they have punished.
5
The Economic Man Theory
Miller, Porter and Drummond (1992) state that the A motivation theory maintains that
money is the only thing that people work for. This classical view of job motivation was
known as the economic man theory. However, money is important but the other is also
important, such as relationship and recognition etc. Houran and Kefgen do not believe that
no one works for free, nor should they. While pursuing money based on negative motives
can lead to a poorer psychological well-being, this is not the same as pursuing money to
provide security and comfort for oneself and family.
Obviously, employees want to earn fair wages and salaries, and employers want their
workers to feel that is what they are getting. To that end, it is logical that employees and
employers alike view money as the fundamental incentive for satisfactory job performance.
Human Relation Theory
The human relations enthusiasts pushed their conviction that if people are treated as people
they will be more productive on the job. Make people feel secure, they said, treat them as
individuals, make them fell they belong and have worth, develop person-to-person
relationships with each one, let them participate in plans and decisions that affect them,
and they will respond by gibing their best to the organization (Miller, Porter and
Drummond, 1992). Relationship is a most important method to motivate employee. A good
relationship can make the employee work with willingness and satisfaction. They will
work hard and the productivity will increase.
6
Maslow’s Hierarchy of Needs
The idea of using a hierarchy pyramid (Figure 2.1) helps us to lay out the stages of need,
starting with the base of the pyramid, which looks at physiological needs. As we work our
way up the pyramid, the needs start to become more complex, and include safety needs,
social needs, esteem needs, and finally, at the very top, we have self-actualization (Poston,
2009). It analysis that different employee had different needs. First, management should
fulfil the basic need so that employee should satisfy their job. Moreover, the up level of
need should provide that made the employee productivity increasing.
Figure 2.1 Maslow’s hierarchy pyramid
7
Theory X and Theory Y
Douglas McGregor is best known for proposing two assumptions about human nature:
Theory X and Theory Y. Very simply, Theory X is a negative view of people which
assumes that workers have little ambition, dislike work, want to avoid responsibility, and
need to be closely controlled to work effectively. Theory Y is a positive view which
assumes that employees enjoy work, seek out and accept responsibility, and exercise self-
direction (Robbins and Coulter, 2009). Assume that there are only two types of employee
is not very useful. Employee emotion is very different in everybody. Even there is a same
employee but if these days had occur some unhappy things, this employee emotion is
different by the other day.
2.1.3 Negative behavor
We have all, at some time, had the experience of being either upset, anxious or angry about
something and trying to ‘forget it’ by immersing ourselves in work. At first it doesn’t work,
the thoughts that made us anxious keep returning. Sometimes it doesn’t work at all. Work
and the anxiety compete until the problem goes away or concentration on work eventually
triumphs. The point being made here is that we cannot motivate ourselves while we are in
any way anxious (Riley, 1995). Negative behavor will lower the employees’ productivity.
In that time, management as a very important role to improve the staff negative behavor to
positive that need to be motivation.
8
2.1.4 Appraisal
Everyone wants to know how they are getting on – it’s natural. Therefore, feedback
becomes part of the interaction between the subordinate and the superior (Riley, 1995).
Some time, staff do not real like to motivation but need to appraisal. Staff should improve
themselves when they understand they effort is considered.
2.1.5 Relationship
The success of the supervisor hinges upon his ability to influence staff relations in such a
way that both the staff and the organisation as a whole benefits. When a particular
supervisory approach to staff relations has been shown to be successful then it becomes a
part of the procedure of the organisation, in other words the approach becomes formalised
(Gale, 1990). Every company should have relation between subordinate and the
management. A good relationship can motivate the staff to work hard.
2.1.6 Leadership
In many ways leadership can be described as the Holy Grail of organizational behaviour
theory. As with motivation, much effort had been directed towards discovering what it is,
without any outstanding success. The benefits to be derived from identifying the magic
ingredients of successful leadership are clear in so far as they could, in theory, be
encouraged and inculcated through training (Wood, 1994). Leader is important role to
provide some motivations for employee.
9
Chapter 3
Method of Investigation
3.1 Research Method
Questionnaire was the only one method to carry out the results of staff management in this
research. About the questionnaire, it is primary information and is an easy way for carry
out a lot of opinions of staff at operation level. Because they are only selecting the suitable
answer but not need to think a lots of this. The result always can carry out the real
environment in nowadays. Also, a lot of questionnaires should distribute for carrying out
the opinion. When collect this result, it should have a lot of quantitative result. It can made
the reader confident will the dissertation because it has a large respondents opinion. Also,
quantitative result can made a chart easily and can compare with the past to see what is the
different.
3.2 Date Collection
Questionnaire was anonymous so that the interviewees would like to answer the right
information. They were willingness to choose the answer because it was not spend lots of
time in thinking the answer compare with interview and focus group. So that questionnaire
can collect a lot of right primary information.
These 50 questionnaires were distributed in library of IVE and hotel entrance for collecting
the useful information in hotel industry. The questionnaire was distributed to the
interviewee and done by them. I had not watched and affected them to make the results
unreliable.
10
3.3 Reliability
Regard to the reliability of this research, I had found out some analyses done by the other
people and made some compare to confirm that this research finding is reliable and made
sure that a lot of interviewees had similar thinking. Why do not only use the past survey
result but I had collect the data by ourselves? Because this questionnaire is primary
information and I should designed the question which I would like to know.
3.4 Content of questionnaire
About this questionnaire (please refer to appendix 1.1), it separate to three segments. The
first segment is collect information of the importance of the five factors. In this part, I had
understand which factor is the most important to motivate the staff. Five factors listed to
be chosen because there were easily to choose which one is important and which one is not.
If there were lots selections, interviewees will confuse which one is more important than
the other. On the other hand, I would like to know why the staff will resign. Is there had
not any motivation or the salary is not attractive? This part can sort the most important to
less important factors.
About the second segment, interviewee can choose the number which one is most suitable.
The larger number is strongly agreed with this sentence while the smallest number is
strongly disagreed. This part can collect the clear information in which reason made them
dissatisfy with their job and the company management style. Finally, I will analyse this
data to understand the staff commend on management level in nowadays. Finally, it is the
third segment. This part is collected the personal information of the interviewee. This
questionnaire is focus on staff level so that the age group must be within 18-25. This part is
privacy information so that there is not need to write down the name.
11
Chapter 4
Findings and Analysis
4.1 Introduction
In Chapter 4, the findings showed that the employees feeling and desired about the
motivation. As everybody understands, employee is the main asset in a company. The
management level staff would like to know which one is most motivation factor to
motivate their staff. This finding had analysed the most importance of motivation and
resign. These two things are the most interested about the staff management. On the other
hand, it would analysed the employee commend of their company to understand which one
the company had done and cause staff dissatisfaction.
First, the interviewees’ personal information was analysed. This research is focus on staff
motivation in hotel industry. Therefore, I had distributed the survey in the hotel entrance
for collecting most information about hotel industry. Also, young people always as a staff
that needs to be motivated, so this survey would like to understand the young people
thinking. The following is the table showed that the analysis of the interviewees’ personal
information.
12
Demographic Characteristic
N=50 100%
Frequency Percentage
Gender Male
Female
27
23
54
46
Age 18-25
26-35
35-46
46-55
56-65
65or above
40
8
2
0
0
0
80
16
4
0
0
0
Marital Status Single
Married
48
2
96
4
Highest education
attained level
Primary level or below
Secondary level
Associate Degree
Diploma/ Higher Diploma
Undergraduate
Postgraduate or above
0
10
1
23
16
0
0
20
2
46
32
0
Job industry Catering industry
Sales industry
Tourism industry
Hotel industry
Manufacturing
Official
10
2
4
32
2
0
20
4
8
64
4
0
Job position level Managerial
Full-time general staff
Part-time general staff
1
34
15
2
68
30
Table 4.1 Profile of interviewees
13
4.2 Description of the Sample
Total 50 questionnaires were distributed to the working staff that is always as a junior level.
It was a pleasure that these 50 questionnaires were all responded and collected. The
analysis of interviewees’ personal information was showed in table 4.1. There were more
male responders than female but it was very near. There were 27 male responders (54%)
and 23 female responders (46%) and there are near to half of the total responders.
4.3 Profile of responders
The questionnaires were distributed in IVE and hotel entrance also I had selected the
interviewees that they are most likely as a junior staff. So that finding of age 18-25 is the
majority which had 40 responders (80%). There are 16% and 4% of age group 26-35 and
36-45 respectively. Young people thinking are not maturity so they are group of employees
which one should pay most effort to motivate them. For the more elder employees, they are
working as a long period of time. If there were not any motivation, they would motivate by
themselves. So that junior employees are mostly need to be motivated. Nowadays, people
would like to married when their work was successful or earned lots of money. This
research is focus on young employee so that the majority of responders are single which
96% is. While there are only 4% responders are married therefore there are only 2
employees are married in the survey results.
14
4.4 Job industry
According to the result, there are 32 responders (64%) were working in hotel industry and
it is two third of all responders. This research is focused in hotel industry so that I am
pleasure that there were a lot of responders were working in that. Moreover, motivation is
not only application in hotel industry, but also in every industry. The other industry
motivation method is similar to another. In this result, there are 20% and 8% responders
are in catering industry and tourism industry respectively. Catering and tourism industry
are most near to hotel industry. Therefore, the feeling and thinking of staff in these two
industries are very useful for this research.
4.5 Job position level
In hotel industry, casual worker are most important. In the banquet, there are 50 casual
workers but it can be less than 10 full-time workers. So how to motivate these casual
workers are difficult. According to the finding, there is only about one third (30%) is part-
time workers and majority responders (68) are the full-time workers. However, among the
responders, minority (2%) is at management level. So this finding and analysis are lager
commend and recommendation of junior staff. Which one can motivate them easily that
showed in the other part.
15
4.6 Reasons of motivation and resignation
In this segment, responders can select number 1 to 5. 5 is the most importance that they
think in that aspect while 1 is the least importance. About motivation aspect (Figure 4.1),
responders were selected the most importance factor can motivate them is Staff
Recognition. The average scale is 3.88 and it is very near to 5. There are 21 responders had
choose 5 point important of staff recognition. It can be seem that young employee would
like to recognition by the management. Motivation is not necessary to spend money but
also some speak can motivate people. For example, when employee finishes their work,
manager should say ‘excellent, you did a good job’. This recognition can motivate
employee work hard next time because they understand their work is considered with
somebody.
The second importance motivation method is reward or bonus. The average scale is 3.04.
Employee work for money, it is understandable. They would like to have some reward and
bonus when they did a great job. When there are some reward, employee are work hard
because this motivation. Incentive motivation is direct method to motivate employee to
work hard. Because it is direct and employee is clear understand when they work hard and
they will have reward. So this motivation is the easy way to motivate employee.
Opportunities for promotion is the third important is point 2.96 average scale and vey near
to rewards or bonus. Young employee though their career path is very vital. Recognition
and reward are something in that moment and opportunities for promotion is the future.
Everybody does not want to under the other people forever. So this can motivate employee
that when they work hard, they can promote to management level.
16
The least important (2.38 average scale) of motivation is lower work load. There are 24
responders point level 1 in the questionnaire. Lower the work load is important to everyone
because it can work easily but there is not good method to motivation. Motivation is
something push employee to work hard and isn’t lower the work load. So that there is the
least important of motivation that responders think.
Motivation
00.5
11.5
22.5
33.5
44.5
Incr
ease
sala
ry
Rew
ard/
Bon
us
Sta
ff
Rec
ogni
tion
Opp
ortu
niti
es
for
prom
otio
n
Low
er w
ork
load
Sca
le
Responder
Figure 4.1 importance of motivation
17
Besides, motivation is important in company but why employee resignation is also
important. Job dissatisfaction (3.38 average scale) and Human relationship (3.34 average
scale) are the most important that why employee resign their job. About job dissatisfaction,
when employee work very upset, they will leave and change the other company.
Motivation can retain these employees because motivations are recognition and reward that
push employee work. When management motivate their staff, they are most likely to
become satisfaction. Regard to human relationship, it always occur between management
and subordinate. A bad management which had not relationship and motivation skill will
cause staff work in no power. If the staff does not had any wrong but the management
punish them, they will think that it is not a good management and will resign their job.
4.7 Management style
In this part, responder should chose the most suitable answer which 7 is strongly agree
with that while 1 is strongly disagree. There are point 4.2 that ‘Our current supervisor as a
great management.’ Among these 50 responders, lots of them agree that their current
supervisor is very good and they can motivate them which they want. Moreover, 4.58 scale
of ‘I will work hard when I understand our effort can be repaid.’ There is one way to
motivate employee. If there are not any incentive give to employee, they will think that I
work hard or not it is same salary so that they will not work hard. However, when
employees understand their effort can be repaid (such as recognition, reward and bonus),
they will work hard because of this.
18
4.8 Overall in company
‘As conclude, I satisfy my work.’ is pointed 4.28 by the responders. In 4.7 Management
style is showed that, there are lots responders think that their current supervisor as a great
management. Management is a one important thing to affect the satisfaction on the work.
When employee satisfies the work, they will work hard and stay in the company, while
they will leave. There is point 5.38 in ‘If I didn't enjoy doing my job at work I would
leave.’ There is the highest mark in these eleven questions. Most responders would resign
their job when there is dissatisfaction. As we know, staff is the main asset in a company.
So motivation is an important way to do for retain the current employee and make them
work hard.
19
Chapter 5
Conclusions and Recommendations
5.1 Conclusion
Staff is the main asset in a company. Although management level is the supervision to their
staff, staff is the immediate between company and customer. They provide the useful
information, which company given, to the customer. Management cannot contact customer
by themselves because of the manpower. So it should depend on staff. If the staff satisfy
their job, they can work hard and increase the productivity. On the other hand, staff
satisfaction can made the staff happy and willingness to work so that the customer will feel
the staff had polite and quality service.
How to satisfy the staff? Convenient workplace, comfortable job and motivation also can
satisfy the employee. Motivation is the most important that it is the least spend money but
can get the large satisfaction. Motivation is something provide to staff for pushing them to
work hardly. There are lots of motivation methods which are incentive, recognition, etc.
About the incentive motivation, some direct incentive reward or bonus is provided. Also
some policies are listed for how to take this incentive. For example if the staff can achieve
the sales level at that point, the bonus salary will offer to the staff. Therefore, staff will
work efficiently because they would like to earn extra salary. Motivation is that something
provides to push employee to do their more affordable to get the win-win situation.
Company can earn more profit because the employee work effective and efficiently, on the
other hand, staff would satisfy their job and they are willingness to work in there, also staff
can earn extra benefit from there.
20
Regard to recognition which is indirect way to motivate employee. Recognition is that staff
working performance is considered by the management. They are focusing on the staff
performance even there is good or bad. If management do not consider what the employee
does, staff will work lazier. It is because what they did is never mind. If employee works
hard, there is not any incentive or appreciation. By contrast, if employee works lazy, there
is also having not any punishment. Whatever staff is did, no one is considering about. It
will cause the morale decrease and work ineffective and inefficiently.
This research was focusing on how to motivate staff well. It main aim is to identify
effective measures for motivating staff for a hotel’s success. Motivate is an abstract thing
and not everybody should understand that. This research is analysis what is motivation and
which motivation method are the most important that employees think nowadays.
Motivation is the special pushing thing because everybody characteristic is different.
Employee A would like to motivate in incentive but employee B is lovely to have
recognition. Beside, may be there is employee C that they did not need any motivation by
management, he can motivation by himself. Nowadays, there are lots of motivation
methods. Moreover, the management level staff always is elder to the junior staff. May be
it their mind this motivation method is wonderful but it is not work nowadays. So this
research can show that the young employees thinking about which motivation method is
most important.
21
For the questionnaire, it is the easy way to collect a lot of information from the staff in a
short period. They are willingness to tell the true because it is not need to write down the
name. Lots of data are collected and analysis, it can show that the realest thing that
management want to understand.
When collected the completed questionnaires, the finding and analysis were processed.
There are 40 young employees, who are aged 18-25, within these 50 responders. This
research is focusing on young employee commend. Young employee thought is not
maturity and they are the easiest employees that will anxiety and dissatisfaction. So it
should understand them clearly to know that what they needs and wants are. Everybody
should process in junior level, this should not ignore them. They may be are very excellent
employees but company does not motivate them to cause them resignation. So focusing on
young employee is the most important thing that pubic may interested.
The finding is showed that recognition and incentive are the most importance that young
employee think. About recognition, responders point the highest mark (3.88). The top mark
is 5 and the recognition is point near 4. It can be seem that lots of young employees would
like to have management recognition can consideration. Recognition is some intangible,
some employees will not be motivated by this. So incentive motivation (3.04) is also the
higher market in these methods. When employee understands their effort must have repaid
and this repaid is reward or bonus. This direct motivation will push employee work hard.
22
5.2 Recommendation
5.2.2 Hotel Casual Worker
Motivation is important in every industry. There is something different by the other
industry. The research is focusing on how to motivate hotel employee. In hotel industry,
there is lots of staff because there are many departments in there. It is a special that hotel is
hiring a lot of casual workers because of high-season and low-season. Casual workers are
management easily to low the labour cost. However, there are the most difficult to
motivate employee group. They are the part-time job worker and they leave their easily
when they are not satisfy their job. Nowadays, hotel offer just a little or none of motivation
to the casual worker. It is because there is very more casual worker that hotel can use. If
they are not work hard, they will be fired. The other employee should be hired.
I recommend that hotel also should motivate this group of employee. Even they had been
fired when they did a bad job. However, customer will dissatisfy with the company
because of this employee does not fulfil the service standard. The reputation of company
would be damaged. It is very difficult to made customer satisfy to the hotel. So there
should not have any thing which may damage that.
Motivate the casual worker does not need to spend a lot of money. The management
should always appreciate the staff that did a great job. Even there is a verbal appreciate,
employee were satisfy in that and will work hard in future because they understand that
their effort is considered.
23
5.2.3 Hotel Employee
Expect the casual worker, hotel also have lots of full time employees. Staff is the main
asset in the company and they are mostly will become the hotel management level in future.
So how to retain them and motivation them is very important. Bonus is a useful motivation
method nowadays, when employee work effective and efficiently to assist company to earn
more profit, company will provide the bonus to thank for employee work.
Moreover, I recommend that hotel can provide a reward the staff that is work excellent per
month. Every department should reward one excellent employee. This employee will be
posted in hotel canteen can staff entrance for giving everybody understand them. The
rewarded employee may be having some hotel coupons but there is not most important.
The most important in employee mind is that the other staff understand them and know
that they performance. Their performance is focused and considered.
5.2.4 Further Research
This research is focusing on young employee that is because this group is most needed to
be motivated. However, hotel is not only having this group of people. The other employees
also need to be motivated. So in future, there should have some research for the other age
group of employee. Therefore, every employee could be motivated and the hotel will going
to successful.
On the other hand, some researches which are focusing on management level are needed to
do in future. It can understand does the management level know how to motivate employee
nowadays. If the management do not understand, some motivate training must be provided
to them, while some motivation improved should be provided.
24
References
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Appendices
