Working with demanding customers. What motivates employees within the five-star hotel environment? An empirical case study at Waldorf Astoria, The Caledonian.

Abstract

Aim: This research analyses the factors motivating employees within five-star hotel environment to work within a high service level environment and how management can best motivate their employees. Design and Methodological Approach The study follows an empirical caste study research strategy, with a mixed-methods approach, using questionnaires and structured interviews that gathers data from a non-probable convenient sample of sixty-eight questionnaire participants, working within Waldorf Astoria, The Caledonian, five individuals having management position within the same organisation. The gathered data was then analysed and triangulated to show the various answers and views. Key Findings: Key finding identify that the individuals understanding of motivation within the studied organisation is relatively increasing, as training processes appeared as specifically important for individuals, but there is a greater effort required in order to motivate and stimulate individuals within workforces effectively. Identifiable were several motivational factors for individuals, where the strongest motivators identified by employees were the opportunities for development and personal goal pursuit, followed by the feeling of being valued and having enjoyable work. As specific engaging processes were defined trainings, alignment with organisational goals and company success. Management motivational practice, specific for the five-star hotel environment happened to be employee empowerment as it provides employees with the authority to complete specific tasks and satisfy more demanding guests. Future Recommendations The key future recommendation for future research, is the need to categorise employees demographically by gender, age, department, length of employment and to further investigate factors to employee motivation. Another key recommendation for future research appeared to be the opportunity for in depth investigation on the effect of employee engagement towards employees' opportunities for development.