Background and introduction
Discuss about the Impact of Intent to Leave Among Hospitality Employee.
In the current business scenario, the rate of shifting working hours have increased. Due to the changing working shift, the difficulties have increased in the hospitality industry. As its result, the large number of employees are dealing with the disappointing situation in the organization. It has been identified in this study that the hotel named Marriot is dealing with the issues regarding sifting job of the employees. In this study, the impact of shifting job in the case of influencing employees’ satisfaction has been highlighted.
The major problem, which has been identified that due to the shifting job practices the employees are dealing with the issues like depression and stress. This is influencing the organizational performance. Due to the changes in duty on the last moment making the employees dissatisfied and stressed. This is also reducing the job excitement of the employees.
- To identify the issues that were affecting the organizational performance
- To analyse how the issues are impacting on the job satisfaction of the employees
- To develop measurable recommendations in order to deal with the issues
The major significance of this study is in the current business scenario shifting working hours have become an important organizational issue that impacts on the business performance of the organization. This is very important for the organization to identify the reason behind these situations.
By analysing the issues regarding the shifting working hours and its impact on the hospitality industry the study has identified the balanced way, which can be followed by the organization without hampering their organizational performance. Therefore, this can be said that through this report the organizations which are dealing with the same problems will be able to deal with the situation. The theories like Herzberg’s motivation-hygiene theory and flexible working theory has been discussed in this study
Literature review section focusses on the thorough overview of previous empirical researches implemented on flexible shift work on employee satisfaction in the hospitality industry. The theories of work designing, job satisfaction and employee retention have pointed out the importance of maintaining flexibility of working hours in the workplaces. Both the dependant and independent variables have clear features.
In response to the consequences of employee dissatisfaction in the hotel industries around the world, there has been a huge strategic ideas issues and implemented in the hotels so that in one hand, the employees get satisfied with their job and feel encouraged to serve their clients properly, on the other hand, the managers do not face any type of problems in providing a 24×7 services uninterruptable. In this aspect, the theories like Herzberg’s motivation-hygiene theory and flexible working theory can be discussed (Vetter, Fischer, Matera, & Roennebe, 2015). According to the motivation-hygiene theory by Herzberg, there are some factors in the workplaces which motivate the employees effectively whereas others cause dissatisfaction (Hur, 2017). This theory suggests that the managers when to try to enhance productivity and job attitudes, need to recognize both positive as well as negative factors which play a critical role in the job satisfaction of the employees. This is the reason why the administrators need to identify the job characteristics leading the employees’ satisfaction at work and separate sets of job features leading their dissatisfaction. This two-factor theory distinguishes among the motivators and hygiene factors. The motivators give positive satisfaction, and hygiene factors though do not incur positive satisfaction but prevent from gaining dissatisfactory results (Ruggiero & Redeker, 2014). This theory can be directly related with the employee satisfaction originated from their shifting duty hours. From the perspectives of the employees, job flexibility is the benefit of choosing time according to the convenience (Hur, 2017). This decides, how long and for whom eth employees want to work. Flexible time in the workplace also helps the employers to provide uninterrupted service to the customers so that there is no gap between the demand and supply. According to the two-factor theory, the flexibility of duty hour, can effectively motivate the employees to feel attached to the organizational systems and serve better (Bakker & Demerouti, 2014).
Research problem, research purpose, aims and objectives
The other theory of flexible timing options, give the individuals the opportunity to design their careers for optimizing their life goals as well as their careers. This theory is closely related with systems theory approach that examines the process of using flexible working options to influence the interactions in the workplace and relationship building (Ramin et al., 2015). This theory is completely related to the career theory most popular in these current organizational settings where the quality of life has been equated with the standard of living. The current careers counselling processes in the developed countries as well as developing nations where the global companies are establishing themselves have started to incorporate life space approach which is mainly the effect of balancing time spent in the workplaces by the employees (Nea, Kearney, Livingstone, Pourshahidi, & Corish, 2015). Though shifting jobs, the employees can take care of the connection between their family and work life as well as constructivism that focuses on the contextualized experiences of the individual employees. The system theory discloses the fact that the interface among the personal systems of the individuals and system of their organizations where they spent most of the time, determine the types and needs for flexible work options (Knutsson, 2017).
Shift work is an employment practice designed for providing service across 24 hours a day. This is the process of dividing a working day into shifts by setting periods of time when the various teams of workers provide their services. The policies and practices of utilizing the workforce through shifting method of job can significantly affect the health and other aspects of the employees (Junare & John, 2015). Some of the critics have found out that the shift working increases the risks of developing many physical disorders as this may disrupt the normal way of life and most importantly sleep. These diseases are mainly insomnia or excessive sleepiness which bare both harmful for the individuals. The researchers have pointed out the fact that the employees who perform a shifting duty are more vulnerable of having diabetes than others. The women working, in shifting schedules may suffer from breast cancer due to the alteration of working hours (Zhu, Yin, Liu, & Lai, 2014). In addition to this, the employees working in the night shifts are more prone to have accidents, which are closely linked with workplace injuries and fatigue. These affect the production of the industries.
Literature Review
Despite having numerous drawbacks, there are mixed opinions regarding shifting methods of job performance. In supporting this method of shift schedules, the researches have pointed out the aspect of increased accountability and continuity as there result a few opportunities for miscommunications as well as production disruptions. Through this process, the employees take reduced adaptation time. According to McCann, Graves and Cox (2014), shift working leads to reduced absenteeism as the employees feel more accountable to their managers as they remain responsible for maintaining smooth operation of the organizations. Shifting lowers the employee turnover, as the employees feel attached to their organizations as they get ample time to spend with their families. This method enhances the employee morale by reducing stress and improved quality of life. The wide survey has disclosed the effect that the organizations can get more dedicated employees through this method of employee satisfaction (Leder, Newsham, Veitch, Mancini, & Charls, 2016).
Rotating roasters actually allow the managers to schedule their employees for day shift, and mid shift night shift a rotating them according to the needs of both the employees as well as the organizations. The shifting schedule is very important for the hospitality industry which includes hotels of various sizes, motels, restaurants, amusement parks and the resorts. By opposing typically fixed schedules, the shifting process allows the hospitality industry to balance the employees’ skills during various part so the day (Åkerstedt & Kecklund, 2017). Therefore, the managers get the opportunity to not only using the experienced employees during rush hour but mix both experienced and inexperienced to work together for the betterment of performance. This method can save time and money of the organizations as the managers do not need to arrange training process for the employees repeatedly. Shifting method helps the employees to increase their versatility. The managers can easily employ staff in place of the other if the other one cannot be present there. This helps to manage the emergency and keep the consistency of the performance (Kühnel, Sonnentag, Bledow, & Melchers, 2018).
Therefore, it can be derived from the above discussion that there are theories regarding this subject of shifting scheme of job hours. The two-factor theory emphasis upon the health and benefits of the employees and the system theory talks about the work and life balance which the shifting method of working can create in the hospitality business. The flexibility of the workers regarding time is fruitful for both the employees and the organizations.
Theories of flexible working
The methodology is being considered as the important part in a research project. The techniques which have been used while conducting the research have been mentioned in this chapter.
In order to conduct the research project, the qualitative research technique has been followed. This is very important for analysing the issues associated with the employees of Marriot hotels. In this study, the qualitative research has been done on the basis of the perspective of the managers of Marriot hotels. In this study, it has been identified that the employees in Marriott hotels are dealing with the situation regarding the issues in the case of shifting work practice in the hospitality industry. Organizational performance, as well as the employee satisfaction, is being hampered due to this reason. Therefore for collecting the response of the managers of the company regarding this situation, the interview has done on the 10 managers of the company. All of the managers are working in the company for more than 5 years. Therefore, this can be said that through this qualitative research method the staff efficiency, as well as customer satisfaction in the Marriott hotels, have been analysed.
In this research project, the employees in the company who have near about 5years of experience in this hospitality sector have been chosen. Here the managers of the company have been chosen on the basis of their external and internal knowledge about the company. By using the non-probability technique the impact of shifting work on the job satisfaction of the employees in being analysed. As the managers have shown their willingness for participation in this interview process, therefore this has become easier for conducting this research.
There are two types of data collection method one is primary data collection another is secondary data collection (Lewis, 2015). In the case of this research project, the interview is being conducted in order to collect the primary data. Depending on the perspective of the managers of Marriott, the descriptive research data has been collected. This can be said that the in the long hour interview, the job satisfaction of the employees as well as if the customers are gaining benefits from the company or not is being analysed. The interview was done for one hour with each of the interviewees. An interview has been conducted in the Marriot office on 23rd and 24th June 2018. In order to collect the qualitative information, the participants have been asked 16 important question, which has helped to gather the appropriate data.
The significance of shifting duty
The information, which has been collected from the interview process, can be relied on for this research as the educational qualification and working experience of the interviewees were quite higher. Due to lack of financial support and limited time, the interview process has got saturated. Therefore, this can be said that it has affected the research outcome.
In order to analyse the qualitative data, the recorded information is being categorized in thematic coding, where both the open and close categories have been highlighted. In the case of open codes, the initial overview of this topic is being investigated by using the important keywords. It has been identified that the keywords, which have been used in the interview process, are interconnected with the organizational performance, productivity, skills of the employees, employee involvement and customer satisfaction. This can be said that in this process the perception of the managers of the company regarding this shifting working hours has been analysed. Therefore, this can be said that the through the interview the information regarding the relationship between the employees and employers has been highlighted.
Ethical consideration is being considered as the important part of every research project (Vaioleti, 2016). The confidentiality of the participants has been maintained, and none of them was being forced to participate in the research. In order to maintain the quality and honesty of the research project, the appropriate citation has been done. The information that has been used in this research project has been collected from the authentic sources.
In this chapter, it has been identified that the study that by using the qualitative data analysis method the information regarding the project has been collected through the interview process.
In this chapter, the findings of the qualitative research and data collection practice have been discussed. After conducting the interview with managers of Marriott hotels, the issues regarding the sifting working hours and their perspective on this topic has been identified. By collecting the answers from the interviewees, this can be said that due to the shifting working practices, at the last moment the duty of the employees get changed. As its result, rather than excitement, the workplace becomes depressing for the employees. On the other hand, it is very important for the company to bring the improvement in the case of introducing the flexible working hours.
It has been identified in this study that due to improper staff management and this can be said that due to lack of proper management practices, conflicts among the employees regarding leave and shifting time increases. Most of the times they are being forced to join the duty due to uncertain shifting changes (Lee, Back, & Chan, 2015). This has impacted on their both the personal life. As the shifting working hour’s increases the distance between the families of the employees with them, therefore, this can be said that it creates the disturbance between the work-life balances (Lu, Lu, Gursoy, & Neale, 2016). As its result, the stress and anxiety increases. Due to this reason, the employees are dealing with the issues regarding the physiological and physical health. This increases the dissatisfaction of the employees from the organization. Mood alternation, chronic fatigue, hypertension and cardiovascular disorders are the impact of shifting working hours of the employees. It has been identified that due to the stress and anxiety of the social and family life of the employees get hampered.
Arguments for flexible duty hours
In the interview, it manager of Marriott hotels said that first priority of the company is to provide satisfactory service to the customers. They have also agreed that the service quality in an organization depends on the employee strength and their skills. Therefore, this can be said that the business revenue, as well as the organizational performance, get influenced by the involvement of the employees. In the current situation due to shifting working hours employees are losing their interest in their job. It has also been analysed in this stud that the company has decided to provide better training to the employees so that they will be able to provide the service to the VIP customers with more efficiency.
It has also been identified that due to the shifting job, improper staff management practices has increased in the workplace. The rate of productivity and quality of service have got affected due to this reason. It has been identified that due to the disappointment in the workplace conflicts among the employees regarding the shift timing has increased. In the interview, it has been identified that the managers of the company believe that due to lack of proper staffing management system, the unequal distribution of task and leaves increases this problem.
In the interview session, all of the managers of the company have agreed that the customer satisfaction is being considered as the important part in the hospitality industry. Depending on the customers’ satisfaction the business revenue as well as the brand image of the company gets influenced. In this situation, when the conflicts among the employees increase due to the shifting working hours, the large number of customers have started complaining against the service of the employees (Kim, Im, & Hwang , 2015). Therefore, this can be said that lack of guest satisfaction has become an important issue in the organization. According to the managers, the major reason behind the dissatisfied customers is the displaced employees. As the employees are not satisfied with their job, therefore, this has impacted on their service quality. Due to the increasing number of the dissatisfied customer, the business revenue of the company is getting hampered (Guchait, Cho, & Meurs, 2015).
By supporting the shifting working hours one of the managers has mentioned that due to the shifting job the employees get the chance to receive the competitive income. However, the person has also mentioned that the shifting job increases the business profitability. Due to this reason, the aged employees are not able to do their job properly. On the other hand, shifting job is influencing the employees’ health in a negative manner. In order to increase their income level, the young employees involve themselves in the overtime shifting. Due to this reason, the working life of the employees become saturated. As its result, they lose their interest in their work.
After conducting the interview and the researching on the previous journals, this has been identified that the shifting working hours has brought various challenges for the company. It has also been analysed that depression and stress are the main consequence of shifting working hours. By discussing with the managers of Marriott hotels, this can be clearly said that the customers’ satisfaction is the aim of the organization. They also believe that employees are the backbone of the company. In the case of hospitality industry, the shifting working hours is also very important for providing full-time service to the customers. As the employees have not satisfied with their job, due to this reason organizational performance is getting hampered. On the other hand, the managers of Marriott hotels mentioned that as the company is dealing with various issues regarding employees’ dissatisfaction, inappropriate relation with the customers and issues regarding the organizational performance due to dissatisfied employees. As the shifting working hours is very important for the company, therefore, the company has decided to introduce different compensation and reward offers for the employees so that it will be able to engage the large number of employees in this work.
Although the shifting job impacts on the psychological and physical health of the employees, therefore, with the increasing number of shifting duties the employees are dealing with several health issues. After the globalization, Australian hospitality industry has started contributing the large amount in the GDP of the country. On the other hand, with the increasing rate of competitors in the market creating pressure on the hotel industry. In this situation for grabbing the attention of a large number of international customers, it has become very important for the organizations to provide a unique quality of customer service. For providing the effective service, the hotel organizations have started providing 24/7 services to the customers. Due to this reason, the demand for the employees in night shift has increased. The company has started providing incentives and compensation offers for the employees that they will get interested in their job.
According to the manager, this can be said that by doing the overtime job, the responsibility on the employee’s increases. This brings the saturation in their work. It has been mentioned in this study that here the organization needs to focus on the organizational performance. Another way, this can be said that the organizational performance and its rate of profitability are getting hampered due to the reason of dissatisfied employees. As the service quality in the organization is not able to match the customers’ expectation, therefore the company has decided to work on providing better training to the employees for improving their knowledge and skills. Although, the training and development process will be able to bring the improvement in the service quality, the job the satisfaction of the employees and their health condition are the major influential factor in this practice. As stated by the manager of the company, due to the stress of the employee in the workplace can bring the personal and professional effect. If the employees do not enjoy their work properly, they will get demotivated towards their work. Therefore, this can be said that stress is one of the important issues for the Marriott employees.
In the findings, it has been identified that the big gap has been created between the present situation of the company and the perspective of the managers. In the discussion, the managers of Marriott hotels have analysed that due to increasing number of dissatisfied employees the company is dealing with the issues regarding employee turnover. Due to this reason, the employee strength of the company is getting affection. On the other hand, this can be said that the due to this reason the employees in the organization is dealing with excessive pressure. With the increasing rate of work pressure, it has become very difficult for the employees to maintain their quality of service. On the other hand in the shifting time of 7.30 am on day to 6.30 at night, the employees in the organization are dealing with the pressure. The overnight shifting duty is impacting on their next day performance. With the increasing stress, the overall performance of the organization is getting hampered. From the interview session, it has been analysed that the managers have decided to provide effective leadership practices in the organization. If the proper leadership management practices can be introduced in the organization, this will be helping in the case of increasing the employee motivation for their job. However, this can be said that if the health condition of the employees will not be good, it cannot bring any kind of motivation in their work.
It has also been identified that the company has introduced various compensation and reward offers for the employees so that they will get interested in involving themselves in the organizational function. This cannot be denied that compensation and reward offers can play an important role in the case of influencing the employees in the case of involving themselves in the shifting job. However, it has also been analysed that in the case of aged employees shifting job is not the beneficial suggestion. This increases the disturbance between the work and family life balance. The managers of Marriott hotels have mentioned that the company needs to focus on the case of providing the compensation so that the employees can be mentally satisfied. After analysing the study, this can be said that although the compensation policies can bring the changes in the case of motivating the employees in their work, it cannot bring the physical satisfaction for the employees.
On the other hand, the company needs to focus on the case of the case of dealing with the organizational issues, the development of proper organizational structure is being considered as the important initiative taken by the managers. It has been identified that as the management of Marriott hotels has taken the initiative for dealing with the employee job satisfaction issues, therefore, this can be said that the company needs to focus on the business strategy of the company. Therefore, if the company needs to focus on arranging the managerial meetings, where the company will be able to discuss the problems of the employees with them.
If the impact of shift work is being analysed, this can be said that it has a higher level of impact on the family life. Especially new mothers face the difficulties due to night shift working practices. As the mothers are not able to fulfil their responsibility for their children due to their inappropriate shifting hours, therefore, they left their jobs. Another way this can be said that, as the company has decided to promote the shift work in the different manner, where the employees will be less stressed, therefore, they have decided to bring the flexible shifting time for the employees. This will be helping in the case of motivating the employees towards their work. It has been identified in this study that the company has decided to bring the changes in organizational structure. Here the proper staffing management will be introduced, which can introduce the equal business management practices for all of the employees in the organization.
This section of the report focuses on identifying the recommended actions that might be undertaken by Marriott Hotel to retain the employees and thereby undertake the smooth performance of the workforce.
Change in the leadership style of the organization will be helping the same to bring forth improvements in the working conditions of the employees. Identification of the issues that are faced by the employees and the manner in which they can be mitigated will be helping the organization to make use of the sustainable approach. Changes in the management structure of the business and the application of transformational servant leadership approach will be helping the business to undertake the smooth performance of the workforce. The different issues that are faced by the people due to the long working hours have affected the motivation of the employees while working as per the objectives of the business. However, the management might take steps to create rotational shifts through the identification of the different issues that are faced by the employees. On the other hand, proper training of the employees will be helping the mangeme4nt of the organization to increase the involvement of the workforce in the processes.
Rewards and recognition of the employees will be helping the management to motivate and thereby involve the employees in the different processes that are planned by the business. The rewards and recognition program will be helping the management of the organization to bring in the involvement of the workforce and thereby motivate them with lucrative remuneration for their efforts. It will be helping the business to bring in changes in retaining the workforce through the identification of the issues in the methods and the processes that are planned by the business.
Creating a proper environment in the workplace will be helping the business’s management to bring forth changes in the systems and the functioning of the workforce. A creative business environment helps in maintaining the different levels of changes in the systems and the performance of the business in the international markets. The key elements of the changes in the systems of the business are dependent on the involvement of the employees as per the needs of the organization to bring forth changes in the systems. The positive working environment helps in reducing the stress of the employees, which helps in maintaining the proper functioning of the employees as per the objectives of the business.
Flexible working hours provided by the organization will be helping the same to bring in enhancements in the systems and the functioning of the workforce as per the objectives of the business. The proper working hours maintained by the management helps in relating to the issues that are faced by the workforce while functioning as per their job roles. The rotational shifts have helped in maintaining the proper functioning of the employees. The differences in the working hours of the employees will be helping the business to make its progression in the same.
Undertaking new recruitments will be helping the organization to bring in changes in the current performance limits of the business while operating in the international markets. The identification of the issues that are faced by the workforce in the absence of the skilled person will be thereby mitigated through the organizational planning of undertaking new recruitments. The differences in the functioning of the organizational performance are measured through the overall functioning of the workforce. Therefore, the new recruitment of the skilled workforce will be helping the business to undertake the proper functioning of the business as per the objectives of the same.
Conclusion
In the above study, it has been identified that the company named Marriott Hotels is dealing with the issues regarding shifting jobs. It has been analysed that due to the shifting job practices in the hospitality industry, rate of employee turnover has increased. Due to the increasing rate of employee turnover, the employment strength of the organization is getting hampered. In this situation, the company needs to focus on promoting some effective shifting job practices that will be able to help with grabbing the attention of the customers. Here it has been discussed that if the company can focus on bringing the changes in the organizational structure, it will be able to provide the better working schedule for the employees.
References and bibliography
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