Hospitality Industry Case Study

Superior Essays
INTRODUCTION
Modern economies are consisting of two broad categories: production of goods and provision of services. The second category is becoming more and more broader and, undoubtedly, the hospitality industry, which goes without saying, is implied under this category. Hospitality industry extremely depends on disposal income and leisure time availability, and represents a multibillion-dollar share of the System of National Accounts (SNA) of any economy. Nevertheless, it is one of the most stressful sectors in the service industry. Providing a service by itself represents as rather heavy psychological work, but when it is considered from the Institutes of Peoples and Organizations’ or Human Recourses’ perspectives, it becomes obviously,
…show more content…
Hotel employees play an integral part in delivering services. Customers are satisfied when they are provided excellent services, thus, however employees of hotels can do this only when they are satisfied by themselves at work. The frame related to motivation, dissatisfaction and stress of hotel employee plays a significant role in provision of high quality services to customers that will satisfy them. Ross (1995) conducted research survey in a group of employees working in hospitality industry and find out the relationship between negative moods and job competences. According to Ross those employees that possessed higher level of knowledge of their job tended to report sense of tension. Kim (2008) believes that in the result of stress in workplace employees become depleted and cynical which directly affects the services provided to the customers. Numerous researches in the hospitality industry found out a correlation of job stress with a rage of physical diseases and physiological symptoms such as fatigue, headaches, blood pressure, strokes ulcer etc. Therefore, it is crucial for hospitality industry mangers to prevent stress and dissatisfaction and motivate employees to an extent where a high quality service will be …show more content…
The factor of stress is extremely important in customer oriented businesses. The reason is that employees have to come into collision with demands of organisation, customers and management. These discrepancies between employees and management or employees and customers possibly will bring to dissonance for worker (de Ruyter, Wetzels and Feinberg,

Related Documents

  • Improved Essays

    Stress In The Workplace

    • 1546 Words
    • 7 Pages

    Work-life imbalance and stress of employee at last affects the success of the organization. The clash between domestic duties and personal commitments has an impact on the career of an employee and performance of the organization. THE EMPLOYEE, EMPLOYER AND THE STRESS Stress is one of the most important factors that affect the performance of the organization which is operating in a highly competitive world. Stress is concept that incorporates the interaction of environment and the individual. According to Gok.…

    • 1546 Words
    • 7 Pages
    Improved Essays
  • Improved Essays

    The organizational setup shows multi layering of managers and supervisors because of the fact that team work is promoted in the company. PROBLEM AREA Interviewed: Mr. Mubeen ( HR manager ) “ The company is facing serious problems with the designing of pay structures of employees. Due to certain inadequacies, employees working at the same level are not being paid equally which is not only an HR related problem now instead the de-motivation that takes place results in poor performance of the employee and consequently effecting organizational outcomes.” DEFINITION OF EQUITY THEORY By: Adam Stacey, “Equity theory is based in the idea that individuals are motivated by fairness, and if they identify inequities in the input or output ratios of themselves and their referent group, they will seek to adjust their input to reach their perceived equity. Adams' suggested that the higher an individual's perception of equity, the more motivated they will be and vice versa: if someone perceives an unfair environment, they will be…

    • 919 Words
    • 4 Pages
    Improved Essays
  • Improved Essays

    It is evident that the globalization has led employees to have high workload which result in a high level of psychological stress. It is evident that jobs that involve multiple tasks from the different departments of a company make workers feel stressed; therefore, they do not enjoy what they do. These researches reveal that if managers want their employees to be productive, they have to understand the different causes and correlates of subjective wellbeing and be more flexible with workloads and deadlines when employees are…

    • 1058 Words
    • 5 Pages
    Improved Essays
  • Superior Essays

    Commonly, it is known for employees to develop conflicts and altercations among other employees, the chances of this reoccurring can lead to psychological problems such as stress, anxiety, and also fear. These factors can greatly impact the performance level of employees which causes business and organizations to lose consumers and money. Employees also face violence from consumers. Consumers may at times become violent with employees whenever there is a disagreement, conflict, or misunderstanding, especially in service industries where consumers and employees directly face each other. This can be dangerous as individuals have the capability to do anything whenever they do not feel satisfied when paying for a service or product.…

    • 1526 Words
    • 7 Pages
    Superior Essays
  • Improved Essays

    When this issue manifest the following concerns occurred within the workplace, such as productivity, job performance, quality products and services, and interpersonal relationships. Resistance in management can be a concern due to the level of opposition from either the organization or the employee. In this paper, I will introduce the source of the resistance from the organization and employee point of view. Finally, how Lewin’s theory of change can be used to overcome resistance to change. Organization: Cause of Resistance According to Tanner (2015), senior sponsors of the change often blame its failure on employee and middle manager resistance to change.…

    • 1386 Words
    • 6 Pages
    Improved Essays
  • Superior Essays

    Employees are indispensable figures in a company, the success or failure of any organization is depends upon on their employees. In hospitability industry, the importance of an employee becomes more significant because of its nature- manpower intensive industry. Regarding research Kossivi, B,Xu,M.and Kalgora, B (2016), the toughest challenge organizations face nowadays is not only need to know how manage the employees but also be conscious of how to keep them on the job as long as possible and how to maintain them vigorous and ambiguous. When an organization failed to retain their employee, the management of the organization may facing high potential employees who decide to quit for a better opportunity and this will cause the organization…

    • 1815 Words
    • 8 Pages
    Superior Essays
  • Great Essays

    has many issues related to running their business such as; the workers compensation, drivers assault and harassment, the treatment of casual workers, amount of hours given, and reduced bookings for woman and drivers of other ethnicities. These issues should not be taken lightly by City Shuttle as these issues put them at risk of losing customers and employees and puts them at a disadvantage with against other competitors. In order to negate these problems and maintain their positive relationships with their employees and customers, the CEO Arjun Singh must take action to change his business structure of the company and truly start planning for where he wants his company to be in the…

    • 1548 Words
    • 7 Pages
    Great Essays
  • Improved Essays

    Psychologically when people are away from their home, they expect to benefit from the best hospitality from the hotel’s staff. Therefore, the hotel and lodging industry is one of the major tools that reflect the hospitality of the town, city and country. Some of the important groups and associations that look out for the rights of the hotel employees are: American Hotel and Lodging Association The American Hotel and lodging association is one of the most important and influential associations that supervises the hospitality industry within the United States. This association also manages different issues and people be it hotel employees, guests, faculty and any other person related to hotel and lodging industry. The employees of the hotels in this association are given equal and fair importance (AH&LA).…

    • 731 Words
    • 3 Pages
    Improved Essays
  • Improved Essays

    In this situation Madam Chong had experienced too much stress at her workplace. This is due to the workload that she has to handle. Stress often described as an adaptive response to a situation that is perceived as challenging or threatening to the person well-being (McShane & Von Glinow, 2010). For Madam Chong case, workplace support specific towork–family issues in particularmay spill over and cross over to the employee’s life outside of work (Hammer et al., 2009). Tendency of employees to invest too much time andeffort in their work (Andreassen, Ursin, &Eriksen, 2007) may initiate a process through which employees’behaviour influences their partners and diminishes their relationship satisfaction.…

    • 776 Words
    • 4 Pages
    Improved Essays
  • Improved Essays

    Aims Of Business Essay

    • 1430 Words
    • 6 Pages

    Severn trents Economical, social and environmental issues effecting the business: Economic issues effecting the business such as ” having high rate of unemployment” which might effect on the business running by questioning employees as it seems to be a challenging job and skilful people are needed, which might put off people from working, high level of unemployment can effect on the business running as there is shortage of employees which can reduce the level of efficiency and service provision. Social issues effecting the business such as “water still being essential for living and aiming for wastage” is hard and will effect on meeting deadlines and targets and would still end up damaging the…

    • 1430 Words
    • 6 Pages
    Improved Essays