Description
You will be responsible for providing an in-depth look at the current issue in hospitality topic you previously selected and was approved by your instructor. This paper will expand on the topic beyond the issue justification you've already completed.
At a minimum, this justification should address:
1. The issue.
2. The scope of the issue: How much of an issue is this topic?
3. Two sides of the issue. Every story has two perspectives or sides, so inform us of both sides to the argument or issue.
4. The implications of the issue: How might this impact the hospitality industry and employees working within the industry?
The paper you submit needs to be completed in APA format. A cover page and reference page is expected. In total, your paper should be at least 7 pages, with five pages being thoroughly research content on your topic. This paper will be submitted as a Word document and will be due March 23rd by 11:59pm at least 20 reference
Explanation & Answer
Attached.
Running head: HUMAN RESOURES MANAGEMENT
Human Resources Management
Student’s Name
Institutional Affiliation
Date
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HUMAN RESOURCES MANAGEMENT
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Motivation of Staff and Customers in the Hospitality Industry
Motivation and the Hospitality Industry
The hospitality industry is concerned with providing accommodation and foods for its
customers who comprise mostly of travelers. The hospitality industry is currently a competitive
venture, and this implies that each entity specialized in offering hospitable services should strive
to build and retain a positive image to its customers and staff. As such, motivation of employees
and customers is an outstanding factor in retaining the image of a particular hospitality entity to
the public domain. The motivation of staff involves a number of processes, programs, and actions
initiated by the employer with the purpose of forming a conducive working environment. Staff
motivation is regarded as an important productive factor that increases the quantity of output and
the quality of goods and service being offered (Bharwani & Jauhari, 2013). When the staffs are
motivated, they undertake their services passionately and for the interest of the customers. Serving
for the best interest of the customers, is by itself, a customer motivational factor because it gives
them (customers) the confidence to continue enjoying the services of a restaurant or hotel that
satisfies them better (Chan & Wong, 2006). Their level of motivation can be judged by observing
how attentive and friendly they appear, their facial expression, attitude and the manner they
implement tasks assigned to them. In this perspective, this research investigates as to whether the
motivation of staff leads to the motivation of customers. Whether the motivation of staff is directly
proportional to customer motivation in the hospitality industry or whether the employers have to
devise other means of motivating their customers is one of the arguments encountered when
addressing this issue.
HUMAN RESOURCES MANAGEMENT
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The Scope of Motivation of Staff and Customers in the Hospitality Industry
The hospitality industry, just like any other organization, cannot exist without employees.
The strength of the organization depends on the abilities of its employees to deliver the required
tasks in the right manner. Motivated for cooks, chefs, chief chefs, waiters, supervisors and
receptionists in the hotel industry means inspiration for full involvement in organizational
activities and potential to deliver the best (Boella & Goss-Turner, 2013). The interdependency
between the employees and customers refers the industry as the ‘people’s business’ making it
different from other industries. This means that it is people who deliver the goods and services
(staff) and the direct beneficiaries of the goods and services also people (customers). Employees
in this sector require different kind of knowledge, skills, and experience and additional of
performance appraisal to attain the goals of the organization (Barron, 2008).
Naturally, individuals can be driven by desires and needs. Motivation revolves around such
desires where both external and internal forces strive to attain a certain level of satisfaction. The
internal factors include an employee’s personal needs and expectations while the external factors
include organization rewards and compensations. The performance of a hotel depends on how well
the human resources managers com...
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