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CHAPTER ONE

1.0 INTRODUCTION

In today’s world, managers and employers of labour all over the world are continually being faced with an important and crucial managerial problem which is employee motivation and job satisfaction among their employees. Undoubtedly, the magnitude of this problem has called for different studies by various researchers in the management field. Indeed, job satisfaction among workers in any industry is directly related to the motivation of the employees. (Fajana 2002) in his book pointed out that job satisfaction and motivation are twin-sisters of a managerial problem. He added that even though both are distinct they are also connected so that one cannot be understood without the other also being understood.

1.1 BACKGROUND OF THE STUDY

Job satisfaction plays a prominent role in success of the hotel industry. In a customer oriented industry, the employees play a major role. Employees like the mirror of an organization are the interface between the organization and the customer, what they portray is what the customers see and use in their evaluation of the service experience.

Employees in hotels play a significant role because they are important to the development of the hotel. Therefore, success in the hotels depends on managing and retaining employees. In Today’s world of competitive development, the hotel industry should try to increase the job satisfaction among the employees by motivating them and at the same time they should aim in developing their business (Aksu, 2000). The most important source for the success of the hotel business is their valuable employees. The efficient and effective performance of an employee is the building block for the success of hotel business.

Employee job satisfaction is used to describe the employees’ happiness, contented, fulfilling their desires and needs at work. Hotels that provide higher salaries, strong reputation, and benefit-in-kind can easily retain their employees because the employees become satisfied with their job. Job satisfaction among the employees arises among one who enjoys the position and feel rewarded for the successful efforts.

Satisfied employees are productive (Weaver, 1994). Productivity results from how hard employees work plus how smart they work (Reichheld, 1996). According to Reichheld, three criteria drive how hard employees work. They work the hardest when: (1) they have job pride, (2) when they find their jobs interesting and meaningful, and (3) when they are recognized for their work and benefit from the work they have accomplished. He states that employees work smart when they are adequately trained and have been on the job long enough to reap the benefits from their training.

Employee dissatisfaction most often rises from various changes in job policies. Workers are not always consulted when such changes are effected, and often some of their rights are violated. Such situations produce frustration and disappointment, which, in turn, affect employees’ level of commitment and productivity. When employees can participate in decisions regarding their job environment, they develop a positive attitude; thus, satisfaction and productivity are both enhanced.

Job satisfaction as a factor that motivates employees, helps in employee goal achievement, and boosts employee morale in the workplace. A mediocre employee would like to stay in the organization if the employee is satisfied with the workplace environment. Moreover, the longer an employee works for a company, the more valuable they are becoming, especially in the service industry. There should be a friendly atmosphere with a positive image. The employees should also be duly recognized for their performance.

In hotel industries today, individuals who are not satisfied with their job are not committed to the organization, and because they are not committed, their job efficiency will certainly suffer serious setback.

The hotel’s endeavour should be in satisfying their employees as it will increase the customer satisfaction leading to the rise of productivity and profitability of the hotel industry. As hotel industry is a labour intense industry, importance should be given to develop employees’ skills and knowledge in terms of competency because hotel employees’ job performance has significant effects on the service quality and the productivity of a hotel. If the hotel employees are fully competent to perform tasks, their satisfaction level will increase. Then, this will result in positive outcomes for the hotel (Lee, Kahn & Ko, 2008).

When an employee leaves the hotel it is double loss for the management because the hotel would have invested money in training the employee who has quit and they must also invest in training new staff members. Improving employee job satisfaction not only decreases turnover, but also provides guests with better service from the employees. In the hotel industry, in particular, the study of job satisfaction is of great importance. The dedication, effort, and commitment of employees are essential factors in ensuring customer satisfaction.

1.2 STATEMENT OF PROBLEM

Job satisfaction is a constructive or positive thought about work and the work environment. On the other hand, job dissatisfaction leads to negative or unhappy thoughts about the work or the working conditions. Job satisfaction of employees of any organization has been the main point of significant research in recent years. Work environment as it features a respect to job satisfaction has been studied in an exceedingly vary of job-related situation. In hotel industries today, top Management have failed to consider the employee’s satisfaction variable while defining the goals of organization (Baner and Parsad, 1992). Though, there is considerable variation in how organizations actually compete and pursue profit increase. Different organizations focus more or less on the short-term versus the long-term. During the last 2 decades, a very few companies have integrated environmental and social policies in their business model and operations on voluntarily basis. True involvement of leadership in organizational matters, especially in human recourse is necessary for the job satisfaction their behavior motivate the employees for their best performance (Muhammad, 2012). Therefore, a proper understanding of factors that enhances job satisfaction and improves workers efficiency is necessary for players in the hotel industries so as to get the best out of their workforce. This study therefore aims to define the relation between job satisfaction and efficiency among hotel workers.

1.3 AIMS AND OBJECTIVES OF THE STUDY

This research studies job satisfaction and efficiency among hotel workers. In order to fulfill this aim further sub-objectives are developed. These objectives are as follows:

To determine the extent to which employee job satisfaction influences his job efficiency.
To assess the level of job satisfaction of hotel workers in general and Rockview hotel in particular.
To find out if there is any correspondence between motivation and efficiency of workers.
To find out how satisfied hotel workers are with their job and what leads to their level of efficiency.

1.4 RESEARCH QUESTIONS

Some of the research questions asked by the researcher are:

To what extent does job satisfaction influence the work efficiency of hotel workers?
What are the factors that mitigate job satisfaction among hotel workers?

1.5 SIGNIFICANCE OF THE STUDY

This research work studies job satisfaction and efficiency among hotel workers with special base in finding out ways of enhances job efficiency of hotel workers through creating good and enabling work environment which will enhance job satisfaction. It therefore, provides a basis or stepping stone for further research in this and other service organizations. This research examines how satisfied hotel workers are with their job and what leads to their level of efficiency. When an employee is dissatisfied at work and lacks the motivation to act in a profession that is mainly customer- service related as a hotel, this will directly affect their level of efficiency and quality of service. The common belief in human management is that, workers or a person’s choice of behaviour is influenced by the expectations of a desirable outcome. In other words, no individual works relentlessly, with all the zeal, without something motivating him/her, in terms of expected rewards or desirable outcome.

Relatively, hotel workers, who are so diligent in the discharge of their duties, must have been either greatly satisfied with their jobs or otherwise. Indeed something must have been motivating them. Therefore, this study intends to find out whether hotel workers are actually satisfied with their jobs or not.

1.6 SCOPE OF THE STUDY

This study was limited to evaluating job satisfaction and efficiency among hotel workers. It was limited to staffs of Rockview hotel, Owerri, Imo State. Also to be looked into are factors that can enhances job satisfaction among the hotel staffs.

1.7 LIMITATION OF THE STUDY

During the research of this study, so many difficulties were encountered. Some of these factors include the following:

RESPONDENT ATTITUDE: Some respondents were afraid to give out information due to the secrecy of the organization they represent, or they may think that the information when given will be used against them.
INADEQUACY OF FINANCE: The researcher was constrained by inadequate finance to make the study more extensive by including more hotels in Imo State in the study. This would have required the production of more questionnaire and making travels possible outside the town. But because of financial constraint, the scope of the study was limited.
INADEQUACY OF TIME: The study was carried out at a time other academic work placed much demand on the researcher. The available time was also used for other academic works.

1.8 DEFINITION OF TERMS

Certain key words were used in this study, which were explained for the purpose of clarity. The words include:

Job Satisfaction: Job satisfaction is a general attitude toward an individual’s current job. This encompasses the feelings, beliefs and thoughts about the job.

Job Efficiency: Job efficiency is the extent to which an employee uses time and energy well, without wasting any in accomplishing a given task.

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