BỘ GIÁO DỤC VÀ ĐÀO TẠO
TRƯỜNG ĐẠI HỌC PHENIKAA
ma
O
UNIVERSITY BAI TIEU LUAN CUOI Ki
KY NANG VIET VA THUYET TRINH BANG TIENG ANH
RESEARCH WORK: EXPLORING JOB SATISFACTION AMONG HOTEL RECEPTIONIST IN VIETNAM
Giảng viên : Cô Định Thị Hồng Ngọc Thành viên nhóm: 10
Phạm Nguyễn Minh Giang - 21011900 Nguyễn Thị Trang - 21010327 Nguyễn Thị Thu Trang - 21011437 Trương Thị Hải Yến - 21012346
Khoa : K15
Lớp :N29
HA NOI - Thang 5/2024
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CONTENT
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IS na ố ẽ 6 1.1 Conceptual framework of job satisfaction among hotel receptionist Hotel
/.!l À5 8 'F X9 ốc hố .A 8
3 Survey of employee satisfaction in the hotel reception departmen( 15
Trang 3Abstract
This study delves into the intricate realm of job satisfaction among hotel receptionists, exploring its determinants, impacts, and potential strategies for enhancement In the dynamic landscape of the hospitality industry, where guest satisfaction is paramount, the
role of receptionists is pivotal Consequently, understanding and fostering job satisfaction among receptionists is critical for ensuring exceptional service delivery and maintaining a positive organizational image
The research examines various factors that contribute to receptionists’ job satisfaction, including guest interactions, organizational support, workload, and work-life balance Additionally, it investigates the impacts of job satisfaction on individual well-being, organizational performance, and team dynamics within hotel settings By synthesizing existing literature and conducting empirical analyses, this study aims to provide insights into the complex interplay between job satisfaction, employee engagement, and organizational outcomes in the hospitality industry
Furthermore, the study proposes potential strategies for improving job satisfaction among hotel receptionists, such as comprehensive training programs, fair compensation schemes, and initiatives to promote work-life balance It advocates for the cultivation of supportive work environments that value and empower receptionists, thereby fostering a culture of positivity, engagement, and excellence
The rapid growth in the services industry, problems of employee scarcity, and the high costs of replacement have led organizations to focus on the factors determining satisfaction at work Hotel management theorists claim that the first priority of management is to provide the company's employees with the enthusiasm to satisfy customers; in other words, the overall aim of organizations is raising employee satisfaction so that they can satisfy customer needs The present study focuses on the
Trang 4job satisfaction level of hotel employees Specifically, it addresses receptionists in Viet
Nam
Employees in any organization play a particularly vital role in the success of that organization It is clear that one can regard it as an axiom that "satisfied employees are the best factor for service quality and they often find innovative ways to gain customer satisfaction" In the competitive environment of the services industry, this is particularly the case Front-line employees ensure customer satisfaction through service performance Numerous studies have examined job satisfaction based on the premise that job satisfaction positively affects attitudes such as commitment, job involvement, and productivity Those attitudes contribute to the better functioning and improved results of the organization Numerous conceptual articles and empirical studies have shown the relationship between satisfaction on the job and performance, commitment, and turnover These studies confirm a “causal arrow" relationship between satisfaction at work and organizational performance
Background of the Study
If the employees are happy with the work environment, they help the hotel organization to foster overall job satisfaction The service provided creates satisfaction, which will lead to the return of the customer and reduce marketing costs and promotional activities to attract new customers in Vietnam However, in the hotel industry, work pressure is greater than any other industry, which can lead to mental unhappiness, dissatisfaction with one's career, and dissatisfaction in the hotel industry Because there is usually a lot of work to be done to ensure that the satisfaction of the front-line workforce in the hotel industry is in the spotlight If the demands of employees are not addressed by the hotel management, they are more likely to leave, and the high employee turnover increases labor costs for the hotel business
Vietnam always places tourism as one of the economic sectors of key economic importance, and the hotel industry is the core of the national tourist industry To attract the highest quality person, training, and retaining their employees, hotel managers might need to consider job satisfaction as an important issue at work Job satisfaction is generally recognized as one of the most important areas of study Every person gets
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Trang 5value from their job, according to the importance of the work, the government, and the labor market The personal values from the employee and the fitness with the job affect satisfaction associated with the work and the quality of life Are common views of job satisfaction?
Research Objectives
According to several researchers, employee satisfaction is an important concept and one that is critical for many reasons First, satisfied employees are "more likely to take part, to learn, to make positive features of work relationships, and to act in ways that are supportive of customer relationships" Research literature also reports that satisfied employees lead to satisfied customers, and satisfied customer leads to profit for the hotel Second, work satisfaction is often regarded as fundamental to achieving high levels of employee productivity In general, satisfaction at work increases individual achievement When employees receive satisfaction from their work, it helps to increase the hotel's competitiveness The more positive aspects employees discover in their work, the more effort they put into their jobs Hence, hoteliers who provide measures of job satisfaction tend to gain because satisfied employees are more motivated, which could lead to higher levels of productivity Third, satisfied employees are not inclined to quit their jobs High job satisfaction leads to a decrease in turnover because employees are happy and do not consider looking for other jobs The greater the satisfaction that employees derive from their jobs, the greater the realization that alternatives elsewhere provide no advantage Consequently, employees who tend to stay may develop a good impression which is directly related to the company, and turnover falls That is to say, employee retention is an outcome of employee satisfaction
This research explores the satisfaction levels of receptionists in the hotel industry In recent decades, service quality has played a leading role in increasing the competitiveness, growth, and development of tourism In the hotel industry, in particular, employees' satisfaction levels are important since employee contact quality and satisfaction are linked The more satisfied the hotel employees are, the higher their contact quality, and hence increased guest satisfaction Guests are also employees’ most
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Trang 6frequent "consumers" and are in a good position to confirm the quality of employees' performance as well as their quality of service This is also supported by the fact that the hotel industry is labor-intensive and relies on its labor to create and deliver quality in the form of superior services The need for direct customer-to-employee interaction has been identified as one of the characteristics of a service industry Employees are also an important factor, and perhaps the only reason, for which people choose a particular hotel Not only are they the hotel's main "consumers", but also its main asset at the operational level of service delivery The human element is a decisive factor in service delivery and affects customer satisfaction and the hotel's reputation
Significance of the Study
Hotel functions are prone to high turnover rates, job stress, and declining service quality As employees and in particular receptionists have been recognized as key service providers by the service providers, the present study is timely and potentially valuable The study is valuable to commercial hotel operators who are seeking to improve their service delivery to their clients, reduce the turnover rates of employees and improve business outcomes As a further development in this field of study, the examination of job satisfaction levels of receptionists and supervisors will provide a deeper understanding of the relationship between job satisfaction, employee motivation, and organizational commitment These questions have interest socially and economically and deserve further study
Key findings may be used to increase awareness and to redesign human resource policies and practices to improve staff and receptionist job satisfaction in particular The findings may also have competitive implications in relation to intangible benefits in enhancing receptionist and organizational effectiveness It is likely that government and hotel management will be interested in these findings for their mutual benefit Accurate and reliable information relating to factors influencing job satisfaction of hotel employees will enable hotel management to develop strategies to increase job satisfaction and motivation, which contribute to the quality of customer service and level of customer satisfaction and lead directly to staff retention within hospitality organizations
Trang 7Job satisfaction
Locke (1976, 1300) defines job satisfaction "as a pleasurable or positive emotional state resulting from the appraisal of one's job or job experiences" "A common way of thinking about job satisfaction is in terms of the degree of "Fit" between what an organization requires of its employees and provides for its employees and what the employees are seeking from the firm" (Mumford, 1972)
This kind of "fit" that the employees are looking for can be divided into many dimensions They are intrinsic work interest, payment and rewards, social relationships, and level and type of control Therefore the concept of job satisfaction becomes multidimensional where employees can be satisfied with their colleagues for example, but dissatisfied with the nature of the work itself
Having a workforce that enjoys their jobs is an advantage for an organization because absenteeism and turnover tend to be lower if job satisfaction is high among the employees However, research studies have indicated that there is a relatively low correlation between work performance and job satisfaction
This means that the best workers are not necessarily the most satisfied with their jobs and poor workers can enjoy their jobs The reasons for this are: the rewards from work are not always linked to work performance People do not always know how good their work is People may not feel they are being fairly rewarded for the effort they are
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Trang 8putting into their work (Guerrier 1999, 113-116.)
Job satisfaction can mean different things to different people but generally the satisfaction that employees receive is dependent on whether the job itself and everything associated with it meets their needs and wants The higher the employee's satisfaction with the job is, the less likely it is that people will leave the organization
(Cullen 2001, 177.)
Job Satisfaction may be characterized as an emotional state resulting from the appraisal of one’s job or job experiences and developed by various intrinsic and extrinsic factors (Bagozzi, 1980; Pepe, 2010; Porter & Lawler, 1968; Walker, Churchill, & Ford, 1977) However, Extrinsic job satisfaction is the emotional state that one derives from the rewards associated with one’s job that is controlled by the organization, his peers, or superiors (Bhuian & Islam, 1996; Pepe, 2010; Pritchard & Peters, 1974) Intrinsic motivation is an emotional state that one derives from the job duties engaged in and reflects the employee’s attitude towards tasks of the job
Studies in many different fields on job satisfaction show that this factor is influenced by many different variables Based on Maslow's hierarchy of needs [23], job satisfaction can be achieved through satisfying levels of employee needs Besides, Herzberg et al [24] pointed out that variables in the motivational group such as the nature of work, recognition, promotion opportunities, and sense of responsibility, when met, will bring satisfaction to employees In addition, factors in the maintenance group that will help employees reduce dissatisfaction include: supervision; salary; working conditions; relationships with colleagues; job position Although there are many different factors in studies that are said to impact employee satisfaction in the hotel industry However, it can be seen that some factors are quite commonly used in most studies such as: salary; workplace safety; working conditions; train; promotion; benefit; Justice; workplace relationships; nature of work [25-29]
Trang 9The working environment is the physical environment including the following factors: location; ventilation system; light; temperature at work; sound; device; machines; infrastructure; color; etc [28, 31, 32] According to the two-factor theory of Herzberg et al [24], the working environment factor belongs to the maintenance group, so when administrators meet this factor, it will limit employee job dissatisfaction Another study by Radha [33] demonstrated that factors such as light level, sound intensity, and poor working space will negatively affect employee mood Especially in the hotel industry, employees must always have a welcoming attitude towards guests, so providing an effective working environment will help employees feel comfortable and less stressed, thereby serving guests better and achieve job satisfaction Poor working conditions are also considered a reason why employees are dissatisfied and quit their jobs in 3-star and 5-star hotels [34] Therefore, the work environment plays an important role in bringing job satisfaction to hospitality employees [29, 31, 35]
Workplace relationships refer to the relationships between employees and _ their colleagues and superiors in the workplace [36] In particular, the superior is the employee's manager, responsible for monitoring the employee's efficiency and work progress Colleagues are employees who work together, performing work of similar nature [37] Ramsey [38] showed that supervisors contribute to high or low employee motivation in the workplace In other words, when the relationship between superiors and employees is good, it will contribute to job satisfaction for employees and vice versa [39] Moreover, in the hotel industry, creating a service product, requires high interaction between employees in different departments and with superiors, therefore, workplace relationships will have an impact on job satisfaction as well as employees' Intention to stay at the hotel [27] Or harmonious relationships with colleagues will help hotel employees feel more satisfied [40] The significance of workplace relationships on hotel employees’ job satisfaction is also widely recognized in previous studies [13, 25,
26, 29]
Trang 10Salary is the amount of money employees receive from the business they work for, to pay for the work they have performed [41] Salary will help employees satisfy the most essential needs such as food, accommodation, and rest [26] Igalens & Roussel [42] found that salary increases lead to increased employee satisfaction Besides, hotel industry employees also think that salary represents their value to the organization [43] Or in other studies, salary is a decisive factor in job satisfaction of employees in the
hotel industry [13, 16, 26]
Promotion opportunities related to job position and salary will be higher when employees take on a job position different from their current position [44] Promotion opportunities are identified as a factor that creates employee satisfaction, thereby increasing employee loyalty to the organization [45] A hotel employee may feel dissatisfied and quit their job if they stay in the same position for many years without any advancement opportunities [26] Additionally, the hotel industry often offers low base salaries [26], so promotions mean higher salaries which in turn increases employee satisfaction [16, 29] Therefore, promotion opportunities are one
of the factors that positively impact the satisfaction of hotel industry employees [26,
32]
According to the definition of Hackman & Oldham [47] the nature of work refers to five aspects, including: skill variety, job task clarity, work meaning, job autonomy, feedback In addition, the nature of work refers to the extent to which the job provides individuals with tasks, opportunities for personal development, and responsibility [48] Locke's research [49] has shown that job satisfaction depends on the nature of the job In other words, when organizations provide employees with many opportunities and tasks at work, their level of job satisfaction will be higher [48] On the contrary, employees will feel bored when tasks are less relevant and too easy, thereby leading to feelings of job dissatisfaction [50] In addition, ambiguity in tasks and feedback is the reason why employees are dissatisfied and leave the hotel [40] Other studies also demonstrate that the nature of work is one of the factors that positively impacts the job satisfaction of employees in the hotel industry [13, 25, 27]
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