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Employee motivation in china hotel industry: a case study of the white swan hotel - Literature review Example

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Employee motivation in china hotel industry: a case study of the white swan hotel

Because high levels of absenteeism and voluntary turnover are evident in the hotel industry, motivation plays a significant role for attaining high levels of performance from employees as well as satisfaction from their customers. It has been believed that there are a wide range of factors that hinder hotel employees from being motivated and are causing adverse outcomes, such as the nature of their job, low wages, work demands, and long working hours, to name a few (Johnson 2004). Therefore, to be able to address problems with employees, focusing on the concept of employee motivation can be crucial and continual issue for the management of hotel operations. Ensuring that employees are motivated in the workplace can also keep these working individuals to be satisfied with their work; thus, keeping workers satisfied will allow them to perform and meet or exceed expected norms. On the other hand, low levels of performance and productivity can be expected from unsatisfied employees (Lou 2003). Job dissatisfaction together with poor performance often results to more employees having the intentions to quit their job in the hotel industry. According to the Hong Kong Hotels Association, at least 20% of employees in Hong Kong hotels switch or resign from their work. As asserted by Yu (1999), improving work conditions along with maintaining high levels of motivation among employees can help reduce voluntary turnover and increase employee productivity. Thus, an important role of the human resource management is to gain insight into their employees’ needs and identify the necessary motivational processes. The following sections will look into the hotel industry of China, definition of motivation, various motivational theories, and the two-factor theory proposed by Herzberg, Mausner, and Snyderman (1959). The White Swan Hotel and Hotel Industry in China There has been an increased attention towards research on the economy and business practices in China (Ambler, Witzel, and Xi 2008). As the Chinese economy expands, an increasing number of multinational companies have been in operation as the country’s government focuses on the privatization of sectors, demonstrating the transition from a centrally-planned economy to a capitalist one. The hospitality industry of China has become a large contributor to the country’s gross domestic product increase; the organizations in this sector have also made numerous work opportunities available (Wang 2008). International hotel chains have become easily accessible for both Chinese and foreign guests (Xiao, O’Neill and Wang 2008), with an increasing number of foreign tourists in the country. Considered as one of the leading hotels two decades ago, the White Swan Hotel in Guangzhou, China is highly equipped with a wide range of services and amenities. Its physical settings and environment play an important in attracting and improving the perceptions of guests with regards to the overall hotel. As an international hotel, its foreign chains include that of San Francisco, Alnwick, Strutford, Greytown, and Pickering. However, it remains to be a great challenge for Chinese hotel organizations to maintain a good reputation and keep customers satisfied through committed and motivated employees. In previous studies, it has been shown that Chinese hotels have been delivering poor quality of services, such as poor levels of ...Show more


Chapter 2 Review of Related Literature Introduction Hotels refer to physical structures that are mainly operated by human resources who make sure that all promised services are efficiently delivered. The individual motivation in hotel employees, regardless of skill, competency, or educational attainment, is a fundamental component of quality service delivery (Woods 2003)…
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Employee motivation in china hotel industry: a case study of the white swan hotel essay example
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