MOTIVATIONAL FACTORS AND THE HOSPITALITY INDUSTRY: A CASE STUDY

EXAMINING THE EFFECTS OF CHANGES IN THE WORKING ENVIRONMENT

Presented By: Nisha

Agrawal(Roll-27)

BACKGROUNDThis case is about the Mandarin Oriental hotel in

Bangkok, one of the world wide leaders in hospitality management.

It deals with the HRM practices that the organization have initiated to motivate their employees.

For this purpose, the organization set up a separate area in the hotel dedicated to the well being of their employees which was named as o-zone.

The basic motive of o-zone was to provide work places which support fun and enjoyment as a part of work life balance.

After the implementation of o-zone, survey was conducted and evaluated to interpret the employees perception and expectation regarding the same.

There are many HR practices which leads to the better performance of the employees in the organization.

For example: Herzerberg’s theory of motivation which emphasizes on two factors- Hygiene and Motivation.

There is a future scope for research in the study because the evaluation is done on short term basis but the long term impact of ‘o-zone’ department still needs to be surveyed

1.Critically evaluate employee perceptions of the o-zone in terms of job rewards

Opportunity for socialization for both the male and female employees.

Employees from different departments respond in different ways to job rewards.

With regard to work experience, health zone showed significant difference in perception.

2. Explain the effects of the o-zone on intrinsic motivation factors in employees. Provide examples when possible. Intrinsic motivation involves engaging in behavior

because it is personally rewarding; essentially, performing an activity for its own sake rather than the desire for some external reward.

Example: Wall of fame - recognizes employees with single

accomplishmentsMind zone – a dedicated area for relaxation and

meditation.Dream zone – a dedicated area for relaxation and

meditation

Citations from employees indicating intrinsic motivation needs.

“sometimes it is not only salary, it is the thought that counts.”

“because of the good environment, it helps me enjoy more.”

3.Explain the effects of the o-zone on extrinsic motivation factors in employees. Provide examples when possible.

Extrinsic motivation occurs when we are motivated to perform a behavior or engage in an activity to earn a reward or avoid punishment.Example:

Fashion zone – offers employee uniform cleaning and maintenance

His & her – a personal grooming area.Health zone – availability of a nurse or doctor

for employees’ health care concerns.

Café 48 – provides snacks and refreshments at a discounted price.

Kisok 48 – sales Mandarin Oriental items at an employee discount

Colleagues Concierge – a specialized service for employee needs.

Relax zone – a fun area where employees can be themselves.

Citations from employees indicating extrinsic hygiene factors:

“with a very pleasant working environment (with the o-zone), it really makes me want to work enthusiastically.”

“this is a truly happy workplace which makes us different from other hotels.”

“the o-zone improves harmony between colleagues.”

4.Discuss future challenges of the o-zone in terms of employee expectations of the work environment.

No time managementHamper of workLoss to the companiesCustomer dissatisfactionPoor quality of work

ConclusionIn this case, the o-zone department

improved the Herzberg’s hygiene factor of motivation for employees at Mandarin Oriental hotel. It also enhanced the recognition and appreciation of employees.

This study also supports HRM and hospitality research which examines the role that organizational commitment and job satisfaction play in influencing employees to remain in an organization and the importance of designing effective retention strategies.

Thank You