1. Employee Dissatisfaction in Hospitality Industry
Many Practitioners have examined organizational performance and the willingness of employees to have free work conditions. According to Bharwani and Butt (2012), Human resources are one of the main parts of the product performing the difficult role of enhancing the organizational image. As in other industries, hospitality highly depends on humans having direct contact with their customers. In terms of the service model, there must be heterogeneity between the customers and their suppliers. With the help of human resources, an organization will be able to enhance their business but due to employees’ various needs it becomes difficult to retain their employment, therefore, the focus on understanding their needs to achieve their satisfaction is essential.
According to Vroom (1964), job satisfaction is a positive direction an employee moves toward in his presently occupied working roles. Many studies have signaled that among the determinants of job satisfaction and organizational behavior, comprehensive management encouragement is mentioned as a significant foreteller. (Rude, 2004) asserted that organizational support is highly linked to commanding behavior, hence, defined support from a manager is a significant factor in labor turnover (Maslach, 2001; Rude, 2004).
The employee's dissatisfaction will affect their commitment to work and lead them to turnover from the organization physically or mentally. Tracey and Hinkin (2008) stated that employee turnover rates are influenced by employee dissatisfaction within the job environment and reduce their contribution to the job. This is followed by evaluating other work environments which will lead to the intention of seeking other opportunities.
Authors Heskett (1994) proposed their service profit chain, which explains that profit and growth are stimulated primarily by customer loyalty as a result of customer satisfaction. Furthermore, satisfaction is influenced by the value of services, which is created by satisfied, loyal, and productive employees.
Regarding the circumstances which shape the hotel industry today, such as high labor intensiveness, constant human interaction, dependence on other colleagues managing employee satisfaction in the hotel industry compared to other industries represent the most critical point of hotel management.
In this article can identified factors affecting Hospitality labor satisfaction which may lead them to turn over.
Relationship
between employee satisfaction and turnover crises
Pearson (1991) explained that it is difficult to know why labor turnover occurs because it is related to human factors. Even management could not identify the reasons for the ‘exit interviews’. The management commitment toward employee turnover uses the seven stages of the Mobley model and supports the validity of the theory. Therefore, the commitment to employees' job satisfaction enhances the relationships between job satisfaction and involvement will then lead to the reduction of turnover crises.
Theoretical
Framework
As mentioned above, the study’s theoretical framework illustrates the effects of organizational justice, job
stress, and demographic factors on employees` satisfaction. Many
researchers have illustrated that job satisfaction will lead to employee retention
while job dissatisfaction forces turnover intention. Whether the turnover
was voluntary or involuntary, a turnover crisis will influence employee
retention affecting service quality and customer loyalty.
Human Resources in
the Food Service and Hospitality Industry
Human resources management (HRM) is often perceived as an extra cost for businesses; however, the opposite can be true. Regardless of the type of business, you are running, in order to successfully attract and retain good workers, people need to have a good understanding of effective human resources practices and implement those practices in their business. A well-planned HRM program that is tailored to their organization and staff can actually improve the business’s bottom line. Increasingly, employers in the hospitality sector are recognizing the importance of, and challenges associated with, attracting and retaining good workers and are placing human resources issues at the top of their priority list.
Business success can never be achieved by just one person; it takes a team – and the right team – for leader and their business. So this how leaders should find, attract, and keep the right people to work for the organization. This can be done by putting employees first. Some of the overall benefits of good human resources (HR) practices include higher employee satisfaction, lower staff turnover, superior customer service and, increased profitability. In short, a human resource department’s main goal is to implement a variety of functions that are strategically designed to both attract and maintain an effective workforce.
References:
BC Cook Articulation Committee. (2015) Human resources in
the food service and hospitality industry. Victoria, B.C. BC campus [Online].
Available at https://opentextbc.ca. Accessed on 8th of May 2021
This is a tough field to get decisions. All depend on customer satisfaction. In this industry, internal laws and regulations of the company can be varied with customers. Disappointments of employees are a common matter in this field. Outstanding human-relations skills, good staff cooperation, creative problem-solving, good decision-making, communication skills, and Social awareness skills significantly affect the success of hospitality establishments. Effective implementation of these allows hospitality organizations to reduce employee turnover, increase respect among workers, increase staff morale, employee confidence, and productivity, which drives more sales.
ReplyDeleteAgreed with you. All depend on guests satisfaction. When you have engaged and satisfied employees working at the hotel, everything and everyone benefits. Guests are happy. Managers are happy. And the employees are happy. This kind of positive working environment creates a positive attitude for hotel staff and as a manager, it’s their
Deleteduty to make sure this continues.
The statistics speak for themselves:
Happy employees are 37% more productive and three times more creative
Happy employees lead to a 12% increase in a hotel’s profitability
Hotels with a positive company culture experience 24% less turnover
In my opinion, the Hospitality industry is mainly based on customer feedback. always company tries to make happy their customers. For that, the company has to exploit the maximum of the labor of the employee. In the meanwhile, it is common for the company to fail to please the employee. so, the employee turnover rate is high in this industry.
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DeleteThere's a direct link between employee satisfaction and customer satisfaction. Happy employees equal happy customers. Employees are the driving factor behind customer satisfaction. This is a main are that management should understand. Employee interactions set the tone for a positive or negative customer experience. Therefore company HR's responsibility is to make sure that their employees are happy and satisfied on their job role.
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ReplyDeleteHospitality Industry depend on people’s satisfaction. It can be either employee satisfaction or customer satisfaction. Content of your article clearly describes about the job satisfaction in the organization. According to Hristov and Chirico (2019), employee satisfaction is a useful key performance indicator (KPI) when implementing sustainable strategies. Hence human resource management is playing a major role with regards to employee dissatisfaction in an organization. It is their responsibility to implement sustainable strategies to satisfy employees. May I suggest to you to explain bit about what are the key factors directly affect the job satisfaction in the hospitality industry.
ReplyDeleteThese are the key factors which directly affect the job satisfaction in Hospitality industry,
Delete* Adherence to the duty roster - The hospitality industry may lose motivated workers when it fails to offer good working conditions or to promote the psychological well being of its employees. Unsatisfactory working conditions lead to work family conflicts, time pressure, emotional exhaustion, and time stress, which ultimately result in high turnover rates
* Personal development opportunities- Although training was considered less important than feedback and responsibility, all these factors play a significant role in promoting job satisfaction among seasonal workers.
For both seasonal and permanently employed workers, the opportunity to develop in the job has been shown to influence job satisfaction.
* Salary - The hospitality industry is frequently deemed a poor-paying environment with unsatisfactory working conditions. A high proportion of low net earnings and the absence of over time pay frequently force employees to take on second job.
* Working atmosphere - According to the literature, working atmosphere including the relationship among employees, colleagues, and customers is a major driver of job satisfaction.
"Hospitality Industry depend on people’s satisfaction" 100% agreed. In this article you are trying to prove, its depends with "employee satisfaction", its arguable matter because human satisfaction is most hardest thing some people are never satisficed, in that case HRM must consider about soft skills. Its some thing consider for haring employees specially for Hospitality Industry.
ReplyDeleteFurthermore, soft skills include the ability to motivate a team, to network and to manage client relationships. That will help to increase their job satisfaction as well. They are crucial to tourism and hospitality because it is a labor intensive industry that involves a high degree of customer contact. here is below few example for soft skills which hoteliers should have,
Delete1. Empathy and emotional intelligence
2. Teamwork
3. Stress and time management
4. Problem-solving
5. Strategy and innovation
6. Networking skills- One of the key skills needed in the hospitality industry is to be able to network effectively. Unlike many other sectors of business, networking in this field is not about job-hopping, but is rather a way to stimulate repeat business from customers.
The hospitality sector is an industry which needs to be highly customer focused to deliver a customer experience which will generate repeat business and a successful brand. In this scenario employee satisfaction regarding their job roll is highly effected. Because one of the main and memorable things remained with the customers in this industry is collaboration & friendliness of the employees. Customers’ feedback and recommendation also better when the employees’ service is in a good position. From the Theoretical Framework mentioned in your article we can clearly understand that.
ReplyDeleteYes Lahiruni, all we need to do is take care our employee then they will take care our guest. And guest will definitely come back.
DeleteHospitality Industry depends on people's satisfaction. It are often either employee satisfaction or customer satisfaction.
ReplyDeleteIn my point of view ,causes of job dissatisfaction are,
- Underpaid
- Limited Career Growth
- Lack of Interest
- Poor Management
- Unsupportive Boss
- Lack of Meaningful Work
- Opportunities for growth or incentives for meaningful work
- Work and Life Balance
But what's worst are the results of job dissatisfaction which affect both the workers and therefore the organization. It may end in loss of motivation, lack of interest, frustration, poor productivity, absenteeism, and even high turnover rates.
Agreed, therefore company management should take full responsibility of those loses and rightaway they should make necessary plan in order to improve their job satisfaction.
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