Article 5 - EMPLOYEE DISSATISFACTION IN HOSPITALITY INDUSTRY
What is Job dissatisfaction?
Hospitality
organizations need to constantly ensure the satisfaction of their employees
(Berry, 1997). Organizations tend to be more effective when they satisfy their
employees (Robbins & Judge, 2007). Satisfied employees are deemed to be an
effective labor force and become an important asset for the organization's
effectiveness (Masri, 2009).
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
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.
Conclusion
In
conclusion, job dissatisfaction is a critical concern within the hospitality
industry, impacting employee commitment, turnover, and overall organizational
effectiveness. Satisfied employees are essential assets, positively influencing
customer satisfaction and loyalty. Organizational support and effective
management play pivotal roles in mitigating job dissatisfaction and reducing
turnover crises. The theoretical framework highlights the interplay of factors
such as organizational justice, job stress, and demographic aspects on employee
satisfaction and retention. Human resources management holds a central role in
addressing these challenges. By prioritizing effective HR practices, businesses
in the hospitality sector can enhance employee satisfaction, lower turnover
rates, and ultimately improve service quality and profitability. Recognizing
the importance of human resources and nurturing a contented workforce is a
strategic approach that fosters success and growth within the dynamic context
of the hospitality industry.
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
Bagri S.C. & Suresh. B. (2010) Human Resource Practices in Hotels: Human Resources in Hospitality & Tourism. P287 [Online]. Available at https://www.researchgate.net. Accessed on 8th May 2021
Laskarin M. (2017) The impact of hotel employee satisfaction on hospitability performance. Tourism and Hospitality Management, [Online]. Available at https://doi.org/10.20867/thm.23.1.8. Accessed on 10th of May 2021
Agreed. According to Palmer (2022), Job dissatisfaction significantly affects the hospitality industry, impacting employee commitment, turnover rates, and overall organizational effectiveness. Effective management, organizational support, and addressing factors like organizational justice and job stress play vital roles in reducing turnover crises. Prioritizing HR practices can enhance employee satisfaction, lower turnover rates, and ultimately improve service quality and profitability.
ReplyDeleteThank you for your comment. Palmer's (2022) findings emphasize the critical influence of job dissatisfaction on the hospitality sector. Employee commitment and turnover rates are clearly intertwined with organizational effectiveness. The key lies in adept management, robust support structures, and tackling issues such as job stress and fairness. Elevating HR practices can foster contentment among employees, leading to diminished turnover, elevated service quality, and enhanced profitability. This holistic approach is imperative for sustained industry success.
DeleteAgreed, Job dissatisfaction represents employee discontent due to unfavorable conditions. Organizational effectiveness relies on content employees for productivity. Turnover is employee departure rate affecting stability (Hoppock, Robert, and Samuel Spiegler. - 1938). Organizational justice, job stress, and demographics impact satisfaction, while effective HR practices enhance satisfaction, lower turnover, and improve service quality, crucial in the dynamic hospitality industry.
ReplyDeleteThank you Gayani your valuable comment. Job dissatisfaction stems from adverse conditions, significantly impacting employee morale. Content employees are linchpins for organizational productivity. Turnover, as noted by Hoppock and Spiegler (1938), disrupts stability. The interplay of organizational justice, job stress, and demographics shapes employee contentment. Strategic HR practices, however, hold the key to boosting satisfaction, reducing turnover, and elevating service quality. These dynamics are especially critical in the ever-evolving hospitality sector.
DeleteHi Gayathri, an important area of Human Resource Management towards the hospitality industry is discussed and areas also detailed in a balanced way. The HRM involves to strategic management of personnel to ensure efficient operations, excellent guest experiences, develop skills , managing the workers stress and the overall success of hospitality establishments. Key aspects include recruitment, training, performance management, and maintaining a positive work environment. HRM in the hospitality industry seeks to balance the unique demands of customer service with the well-being and development of employees, ultimately contributing to the industry's reputation, growth, and profitability.
ReplyDeleteIn this article the theoretical aspects also detailed with related references.
Exactly. I agreed You. The comment comprehensively covers a pivotal facet of Human Resource Management in the hospitality sector. It adeptly delves into various dimensions with a balanced approach. Strategic HRM is crucial for streamlined operations, guest satisfaction, skill enhancement, stress management, and overall success of hospitality ventures. Encompassing recruitment, training, performance assessment, and fostering positivity, HRM here harmonizes customer service needs with employee growth. This symbiosis bolsters the industry's standing, expansion, and financial prosperity. The inclusion of theoretical insights and references further enriches the article's depth and credibility.
DeleteI agree. Your article emphasizes the importance of human resources and job satisfaction in the hospitality sector, as they enhance organizational image and customer contentment through employee-customer interactions. Job satisfaction is influenced by management encouragement and support, while customer loyalty and productivity are linked. The framework considers factors like organizational justice, job stress, and demographics, impacting employee satisfaction and turnover intention. However effective human resources management is crucial for attracting, retaining, and developing a skilled workforce in the food service and hospitality industry.
ReplyDeleteThank you for your comment. The symbiotic relationship between employee happiness and customer contentment, fostered by employee-customer interactions, stands out. Notably, management's encouragement and support significantly shape job satisfaction, impacting loyalty and productivity. The framework's holistic approach, encompassing elements like organizational justice, job stress, and demographics, further shapes employee satisfaction and turnover intent. Clearly, adept human resources management is indispensable for nurturing a competent workforce in the dynamic food service and hospitality landscape.
DeleteEmployee dissatisfaction in the hospitality industry can stem from factors like long and irregular working hours, low wages, high-pressure environments, and limited growth opportunities. These issues contribute to burnout, turnover, and diminished service quality. Addressing concerns through improved work-life balance, competitive compensation, career paths, and supportive management can boost employee morale, retention, and ultimately enhance guest experiences.
ReplyDeleteNice article and a good read.
Thank you for your comment. Your comment sheds light on the root causes of employee discontent within hospitality lengthy hours, low pay, stress, and growth constraints. These culprits breed burnout, attrition, and compromised service. Your suggestions of work-life equilibrium, better pay, growth tracks, and empathetic management are spot-on remedies. Such changes not only uplift staff spirits and retention but also elevate the overall guest journey. A well-written and insightful piece.
DeleteGood article.
ReplyDeleteThe passage underscores the significance of job dissatisfaction in the hospitality industry, which has implications for employee commitment, turnover, and overall organizational effectiveness. Contented employees positively impact customer satisfaction and loyalty. Effective management and organizational support are crucial in addressing job dissatisfaction and reducing turnover rates. The theoretical framework encompasses factors like organizational justice, job stress, and demographics, all influencing employee satisfaction and retention. Human resources management plays a central role in tackling these challenges. Prioritizing robust HR practices in the hospitality sector can elevate employee satisfaction, decrease turnover, and enhance service quality and profitability. Valuing human resources and cultivating a satisfied workforce strategically fosters success and growth within the ever-changing context of the hospitality industry.
Thank you for your comment. The passage adeptly underscores job discontent's far-reaching impact in hospitality shaping commitment, turnover, and overall efficacy. Employee contentment ripples to breed customer satisfaction and loyalty. The crux: adept management and organizational bolstering to quell dissatisfaction and turnover. The theoretical lens, encompassing justice, stress, demographics, propels contentment and retention. Prime: HR's pivotal role. Amplifying contentment, trimming turnover, enriching service, and prosperity follow suit. Esteeming human resources and nurturing contented teams strategically seeds triumph and growth amidst the dynamic hospitality realm.
DeleteThis topic holds great relevance as a timely subject of discussion.To mitigate employee dissatisfaction, Human Resources Management (HRM) in the hospitality industry can adopt a range of strategies. These include providing competitive compensation and benefits, fostering clear communication channels, recognizing and rewarding outstanding performance, facilitating professional development, and offering flexible scheduling options. Supporting managers in being approachable and adept at conflict resolution, implementing wellness initiatives, and ensuring workplace safety are vital components. Ultimately, these measures can lead to heightened employee satisfaction, improved retention rates, and enhanced overall organizational performance.
ReplyDeleteThank you for your comment. Your insights into curbing employee discontent in the hospitality sector through Human Resources Management (HRM) strategies are commendable. From competitive compensation to effective communication, recognition of excellence, and flexible scheduling, your proposed measures are comprehensive. Empowering managers with approachability and conflict resolution skills, along with wellness initiatives and safety provisions, are indeed pivotal. These combined efforts have the potential to elevate job satisfaction, bolster retention, and drive organizational excellence. An enlightening perspective overall.
DeleteYour analysis of job dissatisfaction in the context of the hospitality industry is thorough and well-structured. You've effectively highlighted the importance of employee satisfaction for organizational success and discussed various factors contributing to job dissatisfaction and turnover. Your conclusion ties together the key points, emphasizing the role of effective human resources management in addressing these challenges. Well done!
ReplyDeleteThank you for your comment. Your insights into curbing employee discontent in the hospitality sector through Human Resources Management (HRM) strategies are commendable. From competitive compensation to effective communication, recognition of excellence, and flexible scheduling, your proposed measures are comprehensive. Empowering managers with approachability and conflict resolution skills, along with wellness initiatives and safety provisions, are indeed pivotal. These combined efforts have the potential to elevate job satisfaction, bolster retention, and drive organizational excellence. An enlightening perspective overall.
DeleteEmployee's dissatisfaction that definitely reduces that productivity of the employee that will lead the entire organization down, what you have said here should be validated and done
ReplyDeleteThank You for your comment. Your assertion strongly resonates, underscoring the need for action. Validation and implementation of the points you've raised here are undoubtedly imperative for sustaining organizational well-being. Your perspective is spot-on and should be heeded.
DeleteThis comment has been removed by the author.
ReplyDeleteIdentical results have been found from the study of (Hemdi et al., 2012; Lam et al., 2003; Pathak, 2012) which revealed that bad working conditions, low salaries, work stress, and injustice between the employees will help them consider the idea of leaving their work to cause an actual turnover.
ReplyDeleteThank you for your comment. The alignment in findings from studies by Hemdi et al. (2012), Lam et al. (2003), and Pathak (2012) is striking. The link between adverse working conditions, low pay, stress, and employee injustice with turnover contemplation is evident, substantiating the risk of actual departure.
DeleteThis comment has been removed by the author.
ReplyDeleteJob dissatisfaction refers to employees feeling unhappy and unfulfilled in their roles, leading to disengagement and potential turnover. Addressing this is crucial, especially in industries like hospitality, where satisfied employees contribute to customer loyalty and overall success.
ReplyDeleteThank you for your comment. Absolutely, job dissatisfaction can trigger disengagement and turnover, impacting industries like hospitality. Content employees here bolster customer loyalty and overall prosperity. It's vital to address this issue promptly. Suresh. B. (2010)
DeleteYour comment concisely captures the core concepts discussed in the blog about "Job Dissatisfaction in the Hospitality Industry." You've highlighted the significance of employee satisfaction for organizational effectiveness and emphasized how satisfied employees contribute to customer loyalty. You've also touched on the factors that influence job satisfaction, including organizational justice, job stress, and demographic factors. Your comment concludes by emphasizing the importance of effective human resources management in addressing job dissatisfaction and reducing turnover. Overall, you've effectively summarized the key points of the blog in a concise and informative manner. Well done!
ReplyDeleteThank you for your thoughtful overview. You've accurately captured the crucial aspects from the blog. Recognizing employee satisfaction's pivotal role in organizational effectiveness and its impact on customer loyalty is paramount. The interplay of factors like organizational justice, job stress, and demographics indeed shapes job satisfaction. Effective human resources management emerges as the linchpin to alleviate dissatisfaction and diminish turnover. Your concise summary adeptly encapsulates the core essence of the discussion, highlighting its significance for both hospitality industry players and their employees. Kudos(2010)
DeleteYou have given a short summary of the problem of job dissatisfaction in the hospitality business and its many effects. Dealing with job dissatisfaction is an ongoing process that takes organizational commitment, good management, and practices that help people. Organizations that put the health, growth, and appreciation of their employees first can create a positive cycle of job happiness, employee commitment, and better customer experiences.
ReplyDeleteThank you for your valuable comment. Your insight succinctly captures the challenge of job dissatisfaction in the hospitality sector and its widespread repercussions. Tackling this issue requires sustained effort, with organizational dedication, effective management, and supportive measures. Prioritizing employee well-being, development, and recognition sets the stage for a virtuous cycle. Content employees lead to stronger commitment and enhanced customer interactions, ultimately fostering a positive work environment. Your perspective highlights the integral link between employee satisfaction and overall success. Well stated.
DeleteHi Gayathri,
ReplyDeleteI don't think job dissatisfaction is the only problem in the hospitality industry. I think there are other factors that contribute to employee turnover, such as lack of job security and poor working conditions. I think businesses in this industry need to address all of these factors in order to improve employee satisfaction.
You're absolutely right; job dissatisfaction is just one facet of the employee turnover issue in the hospitality industry. Factors like job security and working conditions are equally significant. Businesses indeed need to take a holistic approach, addressing these concerns to enhance overall employee satisfaction and retention. Thank you for highlighting these critical points.
Delete