Job satisfaction of public and private hotel employees
In the earlier chapters, an attempt has been made to investigate the different aspects of job satisfaction of public and private hotel employees during the time under review. This chapter summarises the primary study-derived outcomes and also explores the broader relevance of critical results. This research work sheds light on job satisfaction of frontline employees at the Himachal Pradesh Hotel by exploring factors responsible for job satisfaction and job satisfaction levels of hotel employees by comparing satisfaction among public and private employees. Overall the idea of work satisfaction has become a critical concern for all hotel industry stakeholders. The hotel owners also recognize that workers are essential assets. This service relies heavily on human labor; its standard of service is directly related to its staff’s quality. Only satisfied employees can make quality products or render quality services, and therefore job satisfaction in the hotel industry is of vital importance. Management’s reason places efforts to increase their level of satisfaction by providing them with training, rewards, and recognition, lively culture, etc. The data analysis confirms the lack of pride among employees with individual variables by placing more effort into the management side. Conclusions provided by data analysis are presented in this chapter. The study findings were made earlier, but to give the study’s corpus further compactness and give an overview of some of the more based on the observation, these clarifying conclusions are vital. This chapter is divided into three sections. Section one concludes the findings of the previous chapters, and the second section presents the limitations, and the third were recommendations made to improve the job satisfaction of public and private hospital employees
5.1.1
Most of the respondents are male (91.6 percent). Out of 675 participants: 618 are males (male 91.6 percent, female 8.4 percent), it reflects males prefers to do hotel job
The majority of the respondents covered under the study that is 48.9 % (n=330), belong to the age group of below 30 years followed by 39.1 % of the age group between 31 – 40.
Majority of the respondents covered under the study that is 71.7 % (n=484), are married.
As per the educational qualification of the employees 29.8 percent (n=201) were under graduate followed by 29.3 per cent (n=198) were having some Technical degrees, 27.9 per cent (n=188) were bachelor. It reflects that there is not much difference in the qualification opted for hotel job
66.7 per cent (n=450) were working with private hotels and 33.3% per cent (n=225) were working with Public Hotels.
36.0 per cent (n=243) respondents were from housekeeping department, 30.7 per cent (n=207) were from Food & Beverage Service, 20.0 per cent (n=135) respondents from Food & Beverage Production Department and only 13.3 per cent (n=90) were from front office department.
54.1 per cent (n=365) were working operational level followed 38.2% (n=258) at middle level positions and 7.7 per cent (n=52) at top level positions. It reflects maximum staff of hotels in operations staff
46.2 per cent of the employees (n=312) were having less than 5 years of experience, followed by 39.1 per cent (n= 264) were having 5-10 years of experience), 7.9 per cent (n=53) employees were having 10-15 years of experience and 6.8 percent (n=46) represented above 15 years of experience. It reflects most of the staff leave job before completion of five years.
Permanent respondents were 84.0 per cent (n=567) followed 11.9 percent (n=80) contractual and 4.1 per cent (n=28) respondents were on probation period. It reflects maximum staff working in the hotel industry is on permanent baisis.
60.1 per cent (n=406) accounted under the group less than Rs. 10,000, 30.5 per cent (n=206), accounted between 10,000- 20,000, 5.5 percent (n=37) accounted between 20,000- 30,000, and only 3.9 per cent employees accounted above Rs. 30,000 monthly salary. It reflects majority of the work force is getting less than Rs 10,000.
5.1.2 Exploring Factors Responsible for Job Satisfaction
There are number of variables which affect job satisfaction. With the aim to understand what factors are responsible for job satisfaction of frontline hotel employees of Himachal Pradesh factor analysis is done? Factor analysis reduces the dimensions into one or more super variable. The technique used for reduction is Principal Component Analysis (PCA).
Following are the key findings of first objectives i.e. to explore the factors affecting job satisfaction among front line staff of hotels presented in Table 4.4 (p.199-203), of Chapter 4:1. From the 55 variables of job satisfaction 11 dimensions of job satisfaction were extracted. These were named as Factor1: Recruitment & Selection Procedure, Factor 2: Cooperation and Coordination, Factor 3: Grievance and Redressal, Factor 4: Security, Factor 5: Compensation and Benefits, Factor 6: Working environment, Factor 7: Management Policies, Factor 8: Job Conditions, Factor 9: Trainings, Factor 10: Career growth, Factor 11: Empowerment
5.1.3 Levels among Front line Staff of Hotels
To achieve second objective i.e. to study the job satisfaction level among front line staff of hotels factors explored from the first objective further analyzed with the help Descriptive Analysis such as, Mean and Standard Deviation. Following are the key findings of the second objective.
Cooperation and Coordination
Himachal Pradesh frontline public and private hotel workers are very happy to support one another. They respect each other and have worked together to attain a shared objective. Hotel staff supervisor not only support their workers but also admire the way they operate.
For the development of Hotels in Himachal Pradesh. Hotel embraces feedback from its workers and accepts the helpful suggestions they have given. Hotel workers does not find any problem when they need details about their job. They also believe that there are countless possibilities available in their profession to achieve success.
Work within society gives appreciation. Hotel job in Himachal Pradesh is regarded with great respect and people who work in the hotel industry are renowned for their work.
Findings for the level of satisfaction for the cooperation and coordination among frontline staff of public and private hotels of Himachal Pradesh is excellent. Employees support each other and have good relations which leads to higher efficiency.
Grievance and Redressal
In the hotels there is fixed procedure for addressing any complaints. It has been noted that Himachal Pradesh’s Satisfaction Level for Frontline Hotel workers is above average for grievance and redress. Not all but much of the grievance treatment protocol at hotels is available and is also being practiced. Satisfaction with the time taken to resolve certain complaints, decision on complaints and management’s perception of employee grievances is also above average.
Security
Findings of the study regarding job security and future security of hotel employees revealed that Himachal Pradesh hotel employees are confident, their future is stable. Management of the hotels also allows them to make changes in their regular routine of work. Satisfaction with the way management communicates their strategies is above average.
Work environment
Poor working environment weakens the productivity. From the study it is evident that the degree of comfort towards facilities such as air conditioning, physical environment, participation in management policy discussions and discrimination free work culture of Himachal Pradesh’s public and private hotels is above average.
Management Policies
Management understands that happy employees helps in the positivism and growth of organisation. Management of public and private hotels of Himachal Pradesh ensures to make their employees feel satisfied and employees also feel that organisation take steps in between to make them happy.
Policies are designed, implemented, evaluated enhanced and monitored to improve the business and offerings. In this study large number of respondents advocated that policies framed in Hotels of Himachal Pradesh are toward the growth of organisation. The policies framed is in the favour of workforce and they are properly communicated to them.
Job Conditions
Long working hours affect the performance of the employee adversely. It has been noted that satisfaction level of employees working in Himachal Pradesh and their flexibility in the schedule of the job found to be above average.
Training
Trainings not only increase the moral of employees but also increase efficiency of employees. Employees are getting benefits of training which helps them in their personal growth and career development. This gives them opportunity to develop and understand new ways of doing the work. Organization gives them training before and during work, Employees are also allowed to participate in external trainings. The level of satisfaction toward this factor was good.
Empowerment
Empowered workers achieve good work efficiency, job satisfaction and organisational engagement. The analysis indicated that most of Himachal Pradesh’s hotels provide their employees with authority that makes them feel empowered and, thus, a level of satisfaction was good for this factor. Workers have confident and trust on organisation when they offer them exciting opportunities. Employees also believe they are entitled to take decisions on resource distribution.
Recruitment and selection
It is the responsibility of every organization to provide adequate and relevant information about the organization and job, nature and responsibilities of the job to the candidate at the time of recruitment. The sampled organizations failed to provide the same. Employees are also not fully satisfied from test criteria used during selection, appraisals, job rotation policies, promotion, compensation and work assigned to the employees. Organization way of thinking about requirement of workforce to particular job and its provision and their selection procedure followed by organisation employees are not satisfied and marked them average level of satisfaction.
Compensation and Benefit
Rewards help to attract employees, as high levels of incentive result in high work satisfaction , engagement and loyalty. Therefore workers believe that if income, retirement, social security and monetary and non monetary benefits are not being compensated as expected, their work satisfaction will diminish leading to low results. Public and private hotel employees of Himachal Pradesh response towards compensation and benefit is mixed.
Career Growth
Hotel employees aren’t satisfied with the growth they feel heachal hotels don’t allow them to operate independently, they don’t give them enough power to take independent decisions, and the way management assigns their duties.
Hence, from the above key finding of objective, it can be inferred that hotels of Himachal Pradesh are working on number of dimensions to make their employees satisfied. Management of the hotels are also including their employees to understand their employees and supporting them to make them happy, but there are also few factors on which hotel industry is performing poorly and more attention is required on them.
5.1.4 Comparing Job Satisfaction Level among Front Line Staff of Public and Private Hotels
To achieve third objective i.e. to compare the job satisfaction level among front line staff of public and private hotels. Following are the key findings of the third objective.
Recruitment and selection
The satisfaction level of Himachal Pradesh’s Public Hotel workers in choosing the right employee by multiple test criteria is above average. In addition, advising selected employees of what to do and the duties of the work, information about the company and the task, assessing the performance of their employees by means of evaluations and using these tests for their success and promotion is above average, whereas on the other hand employees of Himachal Pradesh private hotels are not completely satisfied It represents recruiting and selection process of public hotel is better than private hotels.
Employees of public hotels are not happy / below average with the jobs assigned to them because their specialty does not involve the jobs. This could be due to a lack of workforce. In private hotels, workforce feels good at assigning work as they are allocated work according to their specialization.
How many employees required for particular job and provision of its availability public hotels is on average side where as private hotels to judgment of manpower requirement is excellent private hotels recruit sufficient employees for the smooth flow of operation.
Cooperation and Coordination
Cooperation (is action of individuals to work together or help one another for a mutual benefit) among people in the organisation has large influence on productivity. Experienced worker suggests different feasible ways for particular work, which is followed by other employees and gives them opportunity for advancement in their career. These right suggestions are also taken up by the management of organisation for smooth flow and growth. Work in the hotel industry is linked; people rely on each other to complete their task. Any failure link in between slows down the process. The finding of this study says cooperation of public hotel employees is lower than that of Private hotel employees.
Cooperation and coordination
Coordination is organizing activities in orderly manner.
Employees of public and private hotels for “coordination” and “supervisor appreciation for work” are on same level they feel that sequence of work is in proper channel and seniors appreciates their staff work which motivates them to work more efficiently. They also feel there may be chances to improve in organizing the activities taken by management and other level employees.
When people have good relation with each other they can share information with each other without any hesitation. When comparing to assess information among public and private employees of hotel we find Private hotel employees does not find any barrier they can assess information much easier way than that of public hotel employees.
Grievance and Redressal
Grievances often deteriorate the human relations and include dissatisfaction that is often experienced by the employees and the same impact the organization performance both directly and indirectly. In hotel industry there are set procedure available to handle any grievance occur among employees. It can be inferred that job satisfaction related to grievances and redressal for employees of public hotels were good and private hotel employees were average. Other related issues responsible for satisfaction and dissatisfaction were their redressal, the way they are resolved, time taken to solve issues and “Communication of the outcome of the grievances”. Both sector employees feel good in the case that management helps in solving their grievances.
Security
It will be very difficult for employees to do their best work, if they have concern and uncertainty about their job’s future. Public hotel employees feel very secure while private employees lack the security. They sometimes feel like they only stick to one job and that they don’t have the chance to do other things. Public hotel workers are very positive about job security while other private hotel staff has mixed responses. Transferring management techniques properly to downstaff is common to both the public and private sectors.
Compensation and Benefit’
Too much overtime or pressure of work destroys employees private life which leads to dissatisfaction. Public hotels provide their employees enough time to spend with their family than that of private hotel employees. Monetry and non monetary benefits have the power to impact employees recruitment and retention and are crucial to the satisfaction this is the reason that public hotel employees are above average than that of private employees which shows just average. Findings also shows insurance benefit, family reimbursement etc job satisfaction of public hotel employees were good, for the same variables private hotel employees were average. Data analysis suggest that Public hotel employees receive more benefits, offers and spent more time with family in comparison to private hotel employees.
Both sectors are at same level, they have mixed reaction for Retirement and social security benefits of organization’, and ‘Income they earn for the services offered.
Regarding vacation/ admissible Leaves offered to the employee’s public hotel employees were average and good for private hotel employees.
Vacation/ admissible Leaves are good for mental and physical health private hotel employees feel average satisfaction level for this and private hotel employees satisfaction level is above average for this variable
Employees react to respect shown by recognizing their good work, since it shows that others appreciate their work. When workers are respected for their work, their happiness for efficiency increases and they are encouraged to continue or enhance their good work. Public and private hotel employees feel above average satisfaction for recognizing their work.
Status is regarded as inherently significant because it affects the way people think and act in society. Society gives priority to the people working in the public sector and employees of public sector satisfaction towards social position in society is very high as private hotel employees is of mixed nature. Employees of public hotels feels much better position in the society in comparison to private hotels employees,
Work environment
Public hotel employee’s response toward participation in management policies is good. Employees participate in policy-making, they develop a professional and personal interest in the company and its overall performance, they also got chance to supervise other people. Private hotel employees have mixed perception for the same.
Employees are free to participate in discussion of management policies’ and ‘The chance to supervise other people
Public hotel provides attractive, clean and comfortable environment this ensures great energy and positivity in the employees, no discrimination is there among employees. Private hotel also provide work environment which is above average. Other facilities like lighting adequate space and air condition is above average for both sectors.
Management Policies
Management generated policies are consulted by their staff from both sectors. Findings retrieved that policies need to be checked in public hotels. They are below average and do not aid in organisation’s growth. Private policies on hotels are above average. For public hotels too, the atmosphere created by these policies lies behind that of private ones. Management needs to make sure that its workers like the job or not. The management of public hotels seems to be a disappointment in this and private has a mixed response.
Job conditions
Public and private hotel employees are satisfied from their working hours and the way they are allowed to change their shifts.
Training
Employees of private hotels are required to take part in external trainings. They are getting opportunities to work in their own new ways. Employees of public hotels use common methods and have mixed interpretation to encourage external training participation. Employee selection and the subject on which the training is offered is not good for private workers, and workers of public hotels feel above average. The training that workers at public hotels earned is very satisfactory.
Career Growth
Public hotel employees believe that their job is above average in the eyes of others, but reaction to work delegation and independent work is an average that private hotel employees believe similarly.
Empowerment
Public and private hotel workers feel they are fond of embracing challenges raised by their management inside the company, they are also allowed to assign resources to different works, but it is not permitted by public hotels to hire temporary staff during need from outside.
In the view of the above result findings of hypothesis for third objectives Job satisfaction level for job condition” and “Empowerment” of public and private hotel employees of Himachal Pradesh is not much different they lies at the same level.
Recruitment and selection, ‘Cooperation & Coordination’, ‘Grievance and Redressal’, ‘Security, compensation and benefit’, ‘Work Environment’, ‘Management Policies’, ‘training’ and ‘Career growth’ there will be significant difference in job satisfaction among public and private employees
5.1.5 Relationship between Human Resource Practices and Job satisfaction
The fourth objective of the study was to examine the relationship between Human Resource practices and Job satisfaction among frontline employees of public and private hotels
The fourth objective of the study was to examine the relationship between Human Resource practices and Job satisfaction among frontline employees of public and private hotels
there is significant difference in the existing practices of HR Department in public and private hotels toward job satisfaction.
5.2 Recommendations
There is an effort in this section to provide some specific suggestions to boost the job satisfaction of workers working in public and private hotels. These guidelines are focused on the study of earlier and informal interactions with hotel workers. Following recommendations may be given to public and private hotel employees:
The feminine influence adds beauty and sophistication to this industry. Women appear to perform more participatory, inclusive, and consultative in situations than their male equivalents. They also appear to show stronger communication skills and management skills for individuals. Himachal Pradesh hotel industry is dominated by males Industry typically faces an unmatched supply. Thus it is important to give women fair and diverse opportunities when hiring.
Recruitment and selection
It is recommended that the recruiting process developed at the hotels be simplified in order to maximise the efficiency of the workforce to meet the employer’s strategic goals and objectives. Emphasis should be given to tackling resource shortages. The most critical part of recruiting is finding the right talent. Employees to be promoted through assessment of their performance. Depending on the need to rotate workers from one job to another without altering their rank and responsibilities. Compensation is the core of the recruitment and selection process which will assess the true quality of a right applicant. Private hotel workers are encouraged to support employees of a company in the achievement of their common goals. How many workers need to be discussed with top management level with what kind of qualifications they need for each operation
Employees learnt from the mistakes they do, it is important for the management to give their employees freedom to work individually, this not only boost them to work independently but also makes them confident which motivate to learn more and helps in their career growth. It is necessary for management to keeps an eye on their employees and judge their strengths and weaknesses. Work is to be delegated according to their strengths and work on their weakness to be successful in their future. All work and necessary for the growth of any organisation, it should not be considered as useful or useless, it should be treated with respect and every employee is to be praised for their work. Individuals want to feel important in their job roles they want respect for their unique.
Public hotel workers are urged to speak up when an opportunity occurs. Show your curiosity, and ask the people who do the work you think you want to do. Efficiency helps the employer and this efficiency comes when skilled individual does the work. It is recommended for public hotels that the skilled individual be used for particular purposes. Appoint ample number of workers to ensure smooth working flow.
Cooperation is a group of peoples who bring their energies together for the common purpose. This is for the benefit of everyone. Public hotel management should accept responsibility for fostering cooperation and treating workers as a valued part of the company, managing should meet lower-level staff and allow them the opportunity to provide feedback on how to perform a job.
Private organisation’s management should suggest hearing complaints from workers politely, go deeper into the issue. It is important to ensure their staff that it should be solved. There should be attempts to get rid of the cause of the problem. There are certain issues in their minds that are theoretical and generated by the employees. Attempts to counsel the staff should be made. An open policy should be there where workers are entitled to visit the organisation’s executives and get complaints remedied.
It is recommended that if private hotels want their business to do its best and accomplish their long term goals, they need to have the right people on their team. Lack of job security can be stressful and impact productivity at work. Provide employee with benefits that include the required compensation for their job and the greatest and most reasonable health care benefits, pass on strategies to their staff honestly and give them opportunities to work on different tasks to make them multi skilled. If private hotel management wants their workers to perform to the maximum of their capacity, they need to tell them that they are respected, healthy and comfortable, both now and in the future.
Compensation that involves both fixed and variable pay related to performance levels plays an significant role in assessing the work satisfaction level of an employee. It is a valuable tool in management’s hand to contribute to organisational performance and can have a positive effect on employees’ attitudes and productivity. It is recommended to offer retirement benefits to private hotel staff, family reimbursement and time to spend with family members.
The atmosphere, social features and physical conditions under which workers perform their job are a work environment. It is recommended that private hotels enhance the physical climate, the corporate culture and working conditions. Physical environment that includes office scale, layout and venue. Business culture refers to the way a corporation and its workers work, what an efficient relationship looks like between various staff levels, the viewpoint of the workers of company representatives, the priorities of the company and the principles of the organisation. Working conditions: This aspect involves the formal terms and conditions under which workers are employed, such as pay rates, work contracts and duration of employment. These elements may have an effect on feelings of wellness, relationships in the workplace, cooperation, productivity and health of employees.
Public hotels are advised to develop policies and procedures that maximise operational efficiency and benefit everybody in the business, from top management to individual contributors. Review current policies and procedures to see if they are up-to – date, and follow the company’s objectives. What workers need to feel is in the policies and procedures.
It is necessary to providing trainings to public and private hotel employees. Training creates an overall knowledgeable staff of workers who can take over for one another if needed, work on teams or work independently without constant help and guidance from others. Training help employees in building their confidence. This confidence will enhance their overall performance and benefit the company. Employees who find themselves respected and challenged by training opportunities may feel more comfortable with their work.
5.3 Limitations
- The present study occupied only three districts of Himachal Pradesh with public and private hotels. In addition, the survey sample may also be expanded to other Himachal Pradesh districts to determine the work satisfaction of hotel workers.
- The research looked at the work satisfaction of just frontline workers. Future research may examine the satisfaction of other workers employed in the back and other departments who are not at the front
- This research is carried out in middle category hotels where future studies can be performed in large and smaller hotels in order to know the level of satisfaction of the employees employed there.
- Another interesting area for the study could be
The study has a limitation of sample size which may be overcome by future researchers and large sample size may be used.
The study is based on a limited number of dimensions of job satisfaction whereas more important dimensions may be incorporated in further studies