An exploration of hotel employees' work conditions and their effect on service delivery : Durban, KwaZulu-Natal

Abstract

The hotel industry is a service-oriented business; hence it is every hotel’s mission to receive guests consistently in order to be profitable. One of the factors that sets one hotel apart from another in this endeavour is the ability to recruit employees who are not only capable, but who give their all to enhance the customer experience. One of the objectives of the 2011 National Tourism Sector Strategy (NTSS) is to provide decent work and to develop employees working within the Tourism sector (Tourism 2011: 10). Despite this objective, there are perceptions that the hospitality industry does not provide a decent work environment and work conditions. This factor directly affects the job satisfaction of employees (Abuhashesh, Al-Dmour and Masa'deh 2019: 2). For this reason, this study aimed to establish through an empirical study the correlation between an employee’s level of job satisfaction and their working conditions in the hotel and leisure industry in Durban, KwaZulu-Natal. The study also sought to examine and identify, through a literature review and empirical study, the factors that affect job satisfaction (motivators and de-motivators) and the effect thereof on service delivery in the hotel and leisure industry. The literature review included literature and theories from within South Africa, as well as internationally, that are significant to working conditions and service delivery by hotel employees. A mixed method approach (a quantitative Minnesota Satisfaction Questionnaire (MSQ) and a qualitative semi-structured interview) was used in this study to ascertain the levels of job satisfaction of hotel employees and the factors contributing to this statement. This study only focused on the departments where employees have direct contact with guests (Rooms Division, Food and Beverage, as well as the Housekeeping department). The quantitative data was analysed using SPSS version 26.0, a statistical software package and the qualitative data was analysed using the thematic analysis. The findings revealed a strong correlation between the employee’s level of job satisfaction and their working conditions. Findings further affirmed factors that affect job satisfaction as being hotel working conditions; relationship with colleagues; access to resources; job security; recognition; and salary/compensation. However, the results ascertained the levels of job satisfaction as not being a contributing factor towards work performance in the hotel. The study also includes a conceptual framework which could assist supervisors, managers and decision-makers, hotel officials and other stakeholders within the tourism and hospitality industry on strategies that may be explored to mitigate and prevent conditions that could lead to employee dissatisfaction in the hotel work environment