Submitted to MS Dani

2016

Tamanna 1000028480

7/14/2016
Executive summary

The aim of the project report is to analysis the performance of hotel through the
strategies put in the place for staff satisfaction and by y seeking the answers for
research objectives, researcher can help host organization suggesting it what
actions/ steps it should take to improve its employee satisfaction which in turn
would help the hotel gaining more reliable staff and satisfied customers leading to
growth of hotel.. There are many hotels in the Auckland CBD the location of the
Bianco off queen which suits to the corporate people, Cultural lovers and
Entertainment geeks as it lays in the heart of the city. The research also examines
how the standard of quality has been maintained. The housekeeping and front
office staff helps in the increase the occupancy of Bianco off Queen.

Research question

What are the factors that influence staff satisfaction in Bianco off Queen? In this
research it provides more detail knowledge that how the staff performance can be
improved by using different ways, strategies by management of hotel.

Aim of the Research

Aim of the research is to analyze the performance of hotel through the strategies
put in the place for staff satisfaction.

By seeking the answers for above said research objectives, researcher can help host
organization suggesting it what actions/ steps it should take to improve its
employee satisfaction which in turn would help the hotel gaining more reliable
staff and satisfied customers leading to growth of hotel.
Literature Review

The literature review of this research provides information on various activities of

staff performance. The main focus is on the training, Communication, motivation
and the factors that will increase staff satisfaction.

Research methodology

The method I used for the survey is Qualitative method. In which Semi Structured
interview method has been used for the survey in the staff members of Bianco off
Queen. It is done with the front office and housekeeping staff. On the basis of their
responses results, recommendations and conclusion is done. The Result and
finding of the survey has compared with the literature review of Bianco off Queen.

Recommendations

On the basis of the interview following recommendations are there to improve the
staff satisfaction level.

Training and development programs for the staff of Bianco should be introduced.

The level of communication gap can be reduced between the supervisor and the
normal staff. The manager need to be cooperative with the staff, gives them
respect, and regards in their job.

It is also very important that staff should have all the knowledge of hotel
equipment’s and updating in the hotel. It can be done through training and proper
communication channels.

If the hotel can look into the matter of staff satisfaction then performance of
growth of hotel can be increased for a long term and having a satisfy staff working
with the hotel. Feelings and emotions are also showed in this research.
 Table of Contents

INTRODUCTION -------------------------------------------------------------------------------------------------------- 1
BACKGROUND ------------------------------------------------------------------------------------------------------- 2
LOCATION ------------------------------------------------------------------------------------------------------------- 3
SIZE OF THE COMPANY -------------------------------------------------------------------------------------------- 3
RESEARCH QUESTION ------------------------------------------------------------------------------------------------- 3
REASONS FOR SELECTING THESE QUESTIONS IN RESEARCH. ------------------------------------------ 4
REASON 1: The reasons lead to the decrease in sales and customer reviews. -------------------------- 4
REASON 2: To review the workload distribution and sufficient breaks given for employees --------- 5
REASON 3: The amount of time and money spent in training new employees. ------------------------- 5
RESEARCH OBJECTIVE ---------------------------------------------------------------------------------------------- 5
AIM OF THE PROJECT REPORT ----------------------------------------------------------------------------------- 6
LITERATURE REVIEW ------------------------------------------------------------------------------------------------ 6
IMPORTANCE OF STAFF-------------------------------------------------------------------------------------------- 7
TRAINING PROGRAM ----------------------------------------------------------------------------------------------- 7
EMPLOYEE MOTIVATION ------------------------------------------------------------------------------------------ 8
WORKING HOURS -------------------------------------------------------------------------------------------------- 9
COMMUNICATION -------------------------------------------------------------------------------------------------- 9
TEAM WORK ---------------------------------------------------------------------------------------------------------- 9
ABSTRACT------------------------------------------------------------------------------------------------------------ 10
JOB SATISFACTION OVERVIEW ----------------------------------------------------------------------------------- 10
WORKING CONDITIONS ---------------------------------------------------------------------------------------- 11
OPPORTUNITY OF ADVANCEMENT-------------------------------------------------------------------------- 12
WORKLOAD AND STRESS LEVEL ------------------------------------------------------------------------------ 12
RESPECT FROM CO WORKERS --------------------------------------------------------------------------------- 13
RELATIONSHIP WITH SUPERVISOR --------------------------------------------------------------------------- 13
FINANCIAL REWARDS -------------------------------------------------------------------------------------------- 13
RESEARCH METHODS ------------------------------------------------------------------------------------------------ 14
RESEARCH STRATEGY ----------------------------------------------------------------------------------------------- 14
SAMPLING --------------------------------------------------------------------------------------------------------------- 14
ADVANTAGES AND DISADVANTAGES OF INTERVIEW SURVEY ------------------------------------- 15
ADVANTAGES ---------------------------------------------------------------------------------------------------- 15
 DISADVANTAGES ----------------------------------------------------------------------------------------------- 15
LIMITATIONS OF INTERVIEW SURVEY ----------------------------------------------------------------------- 16
ETHICAL CONSIDERATION ---------------------------------------------------------------------------------------- 16
RECOMMENDATIONS------------------------------------------------------------------------------------------------ 17
CONCLUSION---------------------------------------------------------------------------------------------------------- 18
APPENDIX --------------------------------------------------------------------------------------------------------------- 19
BIBLIOGRAPHY --------------------------------------------------------------------------------------------------------- 23
INTRODUCTION

Around the Globe, the hospitality industry emerged as one of the key industry
driving growth of the tourism and the service sector. It sensitively addresses the
needs and desire of the customers. New Zealand is recognized throughout the
world for his natural treasure and best country to live in. The Number of foreign
tourist arrival every year to New Zealand makes the hospitality industry one of the
biggest profitable sectors.

For the smooth running of the business employee satisfaction plays a vital role in
any organization. Employee satisfaction basically not only important for the
organization but also to carry prestigious customer service. Either it is smaller, big
or biggest organization it can’t do well if the employees are not satisfied.
Employee satisfaction plays a great role in any organization letting it as beneficial
only to employees is not a complete truth. It is equally beneficial to the
organization the employees working for or simply we can say a happy employee
who is completely satisfied with his job an work conditions and environment; is
taken as one of the parameter to measure companies success. This is the reason that
organizations do a lot of efforts to choose candidates for the organization.
According to (Jang & Ha) the hotel industry is not only providing services but also
intangibles qualities to attract the amenities.

If somebody in his organization and company take serious steps to maintain

employee satisfaction would not have to hire new candidates periodically. As the
old employees could not leave the job easily which means trained and experienced
staff will remain with the organization by this you don’t have to trained new staff
and recruitment of new staff it means you can save a lot of money which was

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going to spend on training and recruitment process of a new staff in lack of
employee satisfaction.

BACKGROUND

Auckland is the city that holds one of the busiest airport in the New Zealand. It
becomes the first destination for the visitors. There are lots of hotels, motels,
restaurants, pub, bars etc. are available throughout the day to host and
accommodate the travellers. In the heart of the city there lays the Hotel Bianco off
Queen which is known for 4 star service apartment. A person can find easily
everything in need like restaurants, entertainment hotspots, theatres, opera, civic
centre for the interested in walk in distance. This corporate hotel is appropriately
situated within minutes of Auckland’s occupational area, shopping centres, and
entertainment hotspots. Whether anybody looking onward to travelling to
Auckland for business or on vacation, he/she surely is overwhelmed with Bianco
off Queen Serviced Apartments.
Indicate among spacious one, two, or three chamber apartments to relax in and all
of their studios feature fully armed kitchens, Wi-Fi with 1GB per room/per day,
large balconies, washers and dryers, onsite parking available as well.

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LOCATION

Address: 2 White Street

Auckland City
Auckland,
New Zealand 1010
Hours: 24 hours front desk
Phone Number: 09 9759500

SIZE OF THE COMPANY

Bianco off Queen have 177 quality rooms that are a great alternative to traditional
hotel or motel accommodation in Central Auckland, offering guests the freedom of
a spacious apartment for a similar price to a standard hotel room. This figure is
variable as one of the major issues is the staff satisfaction, which will be discussed
later.

RESEARCH QUESTION

What factors influence staff satisfaction in the Bianco off Queen?

Other related question as below:

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To notice more about issues affecting the staff satisfaction problem in Bianco off
queen made the following sub-problems to gather the information.

Question 1: What are the reasons leading to staff satisfaction? Does the age group
of the employees affect the satisfaction rate?

Question 2: How effective is the communication between management and

employee? Are the queries made by both ends are taken into consideration?

Question 3: What is the rate of fluctuations in sales and customer reviews after
supervisor resigns from the job?

Question 4: What is the level of flexibility for the staffs in choosing their shifts?

Question 5: Is the working style relaxed when the owner or any higher authority is
not present at the premises to overlook the process?

REASONS FOR SELECTING THESE QUESTIONS IN RESEARCH.

REASON 1: The reasons lead to the decrease in sales and customer reviews.

Every Hospitality Company has staff’s satisfaction problem but at the rate it occurs
cannot affect company’s operation. Especially during peak hours experienced staff
is required to work under constant pressure.

Example: During peak times, lots of customers come to the apartments with their
families and friends after a day out. Because of the company’s problem with staff
satisfaction and to increase complication staffs take leave without prior
information, which led to delayed service in all areas even for serving the
customers and cleaning the rooms are delayed.

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 REASON 2: To review the workload distribution and sufficient breaks given for

employees

An in-depth review of the workload distribution and the necessary breaks

appointed is practiced or possible during each shift. Repetitive work increases
boredom and lack of interest. The job under each category requires the persons to
be on their feet throughout their shift; on top of that working near the oven makes
it physically demanding.

Example: Majority of the staff is students and they are not used to be under intense
heat and pressure given their age. This pushes them faster towards their breaking
point and they start looking for an easier job or quit.

REASON 3: The amount of time and money spent in training new employees.

The hospitality industry at the scale of this apartment does not give an opportunity
for the employees to learn new things or grow up in the ladder of the organization
as all the training is given at the beginning and there is no space to improve or
change the techniques and recipes.

Example: The majorities of the staffs who work are under part time and after their
studies find jobs in their respective fields. This creates job vacancies at a faster rate
than any other industry and at the same time filling up the vacancies happens at the
same rate.

RESEARCH OBJECTIVE

1) Through this research project, researcher will aim at finding answers for following
objectives:
2) Are employees satisfied with working hours, pay etc.?

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3) Are they satisfied with the training and induction they are given during the course
of their job?
4) How is their relationship with fellow workers and does it affect their performance?
5) Do they like the working environment of hotel?

AIM OF THE PROJECT REPORT

1) To assist the observation of services provided to staff satisfaction in Bianco off

Queen.
2) To understand the hotel establishment, organisational structure of all departments.
3) To find out the factors influencing staff satisfaction.
4) To analyse the performance of hotel through the strategies put in the place for staff
satisfaction.
5) By seeking the answers for above said research objectives, researcher can help host
organization suggesting it what actions/ steps it should take to improve its
employee satisfaction which in turn would help the hotel gaining more reliable
staff and satisfied customers leading to growth of hotel.

LITERATURE REVIEW

The literature review has shown the staff understanding and factors that will help
in increasing the staff satisfaction and increase their performance.

Utilizing from the employees is important for the hotel. This contributes to have
competitive advantage and human resources management deals with this subject in

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the organization. Employees are more loyal and productive when they are
satisfied. This satisfaction will effect on the employees performance and effects on
more customer satisfaction. Organization should try to supply the employee
expectation in order to approach the employee satisfaction. The manager has to
create the positive environment on the workplace. The more stratify employee will
be willing to work and encourage their self to improve their performance.
However, employees have no limit to reach the full satisfaction. It might be
different depend on the employee. Employer should be make good relationship
such as employees good salary, positive work environment, training, education,
good relation between staff make more satisfy the employees.

IMPORTANCE OF STAFF

Hotel has lack of marketing. They don’t have proper staff in marketing department
who can market to fill the fuel in sale.

TRAINING PROGRAM

According to the research interview survey I have come to find the major problem
among the staff is lack of awareness; they are not getting proper services by the
hotel to keep them improving the staff performance. Especially there should not
be communication gap between the managers and the staff about the business
future plans.

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EMPLOYEE MOTIVATION

As per research, hotel staff is not willing to work cause of they never get reward on
their boost performance. Basically, motivation means to encourage the staff to
achieve the company goal to give their best internally and externally by the staff
which effect positive environment. (Mckee, 2012) As per McKee, Employee
motivates when they satisfy with their job such as positive work environment,
reward on best performance or month of the employee, training and career growth.
If staff is satisfied with their proper working hours per week and wages on time.
Apart of that, if staff gets the reward by the manger for their best performance and
give them positive environment.

Training and development: according to (draft, 2015), Training is an important

part of any organization to improve the performance and skills to achieve the
company goals and objectives. As Binaco of queen, manager should be arranging
the training as per staff education and experience to improve their skills and make
expert in their work. Every staff member has right to get career growth if they are
doing best in their job. It can be improve if hotel take care about the employee
performance and invest some money to improve their skills by proving the
training. Many staff doesn’t know about the training schedule because they never
appointed for training cause of communication gap between staff and
housekeeping supervisor.

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WORKING HOURS

As per New Zealand law, a full time staff can work 30-40 hours weekly and
student can work 20 hours per week and in schedule holiday can full time work.
Apart of that, minimum wages should be 15.25$ NZ per hour for everyone.
(employement rights, 2016) However, in our hotel, students are not getting
sufficient hours per week cause of poor management and low wages pay budget.
Hotel management, give maximum working hours give to the internship student as
compare the normal student. Because hotel do not need to pay the wages to
internship student which is not good.

COMMUNICATION

This is to pass the message one person to another person. (communication, 2016).
This is vital part for any industries. We cannot do anything without good
communication. There is lots of communication gap between manager or
supervisor and staff. Results found that staff does not aware about the updating
such as training, roster and work schedule. Even staff is not happy with new
supervisor because they never communicate with their staff and change the work
schedule without inform them which create the many problem and time waste.

TEAM WORK

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ABSTRACT

The big key concern area faced by managers is Employee satisfaction when it
comes to get maximum output. Studies show that there is a large impact on the
employee satisfaction on the employee motivation, while motivation level is the
key point to the productivity, and also performance of an organization. Hence, to
grow a business organization it’s very vital that to pay attention on employee
satisfaction.

JOB SATISFACTION OVERVIEW

Job satisfaction has become one of the most studied concept within organizational
research. Studies related to job satisfaction have increased over past years.The
actual job satisfaction began in 1930 but study of worker attitude had begun in
1912. Motlou, R. G., Singh, S., & Karodia, A. M. (2016).

Different authors have their different approach towards job satisfaction. Some of
them has been cited below:-

Hoppock defined job satisfaction as any combination of psychological,

physiological and environmental circumstances that cause a person truthfully to
say I am satisfied with my job (Hoppock, 1935). In this approach it can clearly see
that there are values of external factors while considering internal factors like how
employee feels about the job responsibilities.

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Job satisfaction focuses on the role of the employee in the workplace. Thus he
defines job satisfaction as affective orientations on the part of individuals toward
work roles which they are presently occupying (Vroom, 1964).

Job satisfaction shows positive and negative feelings towards their work Vroom,
V.H. (1964). Work and motivation, John Wiley and Sons, New York, p.99 Staff
satisfaction means the happiness of the employees while working and keeping
themselves up to date with the new policies and procedures of the organization
where they are working. Employee motivation, goal achievement and the positive
attitude at the work place inclined towards staff satisfaction. There are many
factors that can make the staff satisfied which are given below:-

WORKING CONDITIONS

The most important thing is the favorable work environment for the individuals in
which they can work happily in the busiest time and if it is required they can give
their maximum time to the organization. Providing necessary tools to perform the
work efficiently and accurately contributes to the level of job satisfaction of an
employee.

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OPPORTUNITY OF ADVANCEMENT

Advancement is the factor in which the inner abilities of the staff develops and
they have provided a good chance for the growth and for the promotion of an
individual. There are many companies who promote the internal growth of the staff
which means if any opportunity for the senior level position level in the same
company.

They can give a chance for their existing employees only. More over companies
also detect the potential employees and trained them or they can give a chance to
upgrade their qualification during their work in the company on the behalf of
employee’s annual performance.

WORKLOAD AND STRESS LEVEL

Any smooth running of the organization is based on the proper planning of the
management and the supervisor to full fill the deadlines and to appoint a staff
accordingly. If it is not done properly so the workload will increase on existing
employees and it will be difficult to satisfy dedicated staff as well. As an Intern I at
Bianco off Queen I have observed there is not enough staff in Housekeeping team
which was the delay of the room preparation and causes the customer to wait for
extra time which affects the performance and the customer service. It also
increases the workload on the existing housekeeping employees.

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RESPECT FROM CO WORKERS

For the growth of the company one of the most important prospects is a team work.
If we need good performance and the best service being provided with an
organization. It is responsibility of a manager and supervisor to communicate
properly to convey the correct message to the team and also welcome the
suggestion by the team members which will show the value and respect towards
the team member, it will increase the work performance of the team.

RELATIONSHIP WITH SUPERVISOR

The positive relation with the supervisor is good for the team work and for the
work to be done effectively. If the manager has the ability to understand the
employees and always open the door for them to discuss the ideas.

FINANCIAL REWARDS

Staff satisfaction is related to the job satisfaction. If the staff is satisfied with the
job they are happy to give their time to the company for the best services being
provided then it is very important to appreciate the employees and provide them
incentives, pay properly for their extra time.

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RESEARCH METHODS

Qualitative research as an interview whose purpose is to collect details of the

interviewee with respect to interpretation of the meaning of the description
phenomena. There are many way of this description such as telephonic, face-to-
face interview. These interview uses popular. Apart of that computer mediated
communication tool also has been developed to communicate with the interviewee
by the internet. I am using all this method for the interviewee. (Qualititve research,
2016)

RESEARCH STRATEGY

For the proper research the first important thing is to find which method is relevant
that is qualitative. In this survey the key tool used is Interview the 3 staff members
of Bianco off queen. In this type of survey we are able to find what their feelings,
emotions about the work place is in individual minds.

SAMPLING

Researchers usually examine traits or parameters of population in their service.

Population is a subject to individual units having some common habits or
something else in common. The data collected from these individuals units is
called sampling. And the group from which all these individual units belong to is

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 called representative sample. There are two major types of sampling probability
and Non probability sampling, the only major difference in these two is the
involvement of randomization. In probability sampling individuals are selected
randomly where individuals in the population get equal chance to get selected
while on other hand in Non Probability sampling samples are collected in a process
in which every individual unit doesn’t get equal chance to be selected.

ADVANTAGES AND DISADVANTAGES OF INTERVIEW SURVEY

ADVANTAGES

1. This interview take advantage of social cues such as eye contact, body language,
voice, intonation of the interviewee
2. It can mention the lots of information about the candidate that can be added to the
verbal answer of the interviewee on a question.

DISADVANTAGES

1. This visibility can be effect on the interviewer while interviewer tries to guides
with his behaviour the interviewee in special direction.
2. This can be effect the diminishing the interview protocol and awareness of the
interviewer.

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 LIMITATIONS OF INTERVIEW SURVEY

1. These include the details of the data which is collected by the survey.
2. The survey data should be accuracy and honesty issue which may occur in the
responses to the survey.

ETHICAL CONSIDERATION

1. In this project data has been seen ethically collected honest and accurately with the
permission of my work supervisor.
2. I am not allowed to ask personal questions in the questions which gives bad effect
on the customer.
3. The information analysed in this research is effective and related to staff
satisfaction in hotel Bianco off Queen and it is not misleading information.

4. The information collected from this survey has been kept confidentially.

5. In this project data has been seen ethically collected honest and accurately with the
permission of my work supervisor.

6. I am not allowed to ask personal questions in the questions which gives bad effect
on the customer.

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 RECOMMENDATIONS

As per research conducted in Binaco off Queen following recommendations will

be consider.

 The Management of the hotel should think about the part time employee to extend
their weekly hour’s at least every part time worker get 20 hours weekly. So they
can pay their bills on time and motivate to remain be the part of Bianco for long
time. Because if they will leave the company then company has no option to hire
new staff and train them again which will be effect on revenue. Hotel organization
ought to be deduct the internship staff at least provide one internship in one
semester.

 Training is very important part of any industry to improve the staff skills and make
them perfect in their field. The surveys say there is no planning for training
programs for the staff. It will be better if the staff will be provided with training
which not only help the employee also helpful for the growth of the company.
Computer skills of employee make them train to work in smart way which saves
the time and fast services such as staff can book hotel on call if they have
computer, will help to increase the company revenue.

 Communication should be proper between the staff and the management so that
they can work together effectively and efficiently to achieve the goal of the hotel
which is to provide best services to the customers. The concern person responsible
to send the email about any updating to all staff to fill the communication gap and
save the time.

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 Technology should be update time to time as require, depend on the situation like
computer, wifi and tabs these are the common needs now a days.

 It should be profit with growth oriented.

CONCLUSION

As per research conducted in hotel Bianco off queen observe that hotel has to work
in many important thing such as staff satisfaction which is the one of the most
important thing. If staff will satisfy in their job then they will work hard which is
good for the company. I also observe that lack positive work environment
especially for part time employee. They are not comfortable to work with their new
supervisor. Lots of miscommunication between supervisor and staff regarding
roster and working time schedule. So supervisor should be ethical with their staff.
New manager is make coordination with their juniors which leads the juniors to
work effectively and promptly. Apart of that, it can be concluded that in a service-
related businesses where education and training needed cannot be ignored. Based
on a strong and loyal customer base that is satisfied and happy with the services. It
is necessary for any industry to provide proper and systematic training for the
professionalism of staff either it relates to front desk staff or any other field.
Computers can be used as a cost effective means to provide training and low staff.
Furthermore, there should be dummy room in accordance to provide training
program to ensure they can learn better. it indirectly relates to customer satisfaction
and growth of hotel.

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APPENDIX

Some open and closed ended questions for the manager

Q1: How long have you worked for Bianco off queen?

Mani:-Being honest with you guys I am working in this same business from last
two and half months and still I think I am here for long.

Sahil:-I am working in this hotel from almost one year.

Ritika:-I joined this company last year.

Q2: What you like best about the working for the hotel of Binaco Off Queen?

Mani:-There are specific rules and regulations of the hotel which every staff has to
follow like dress code, discipline and professionalism in the employees for the
uplift of the hotel. All staff is responsible and do their duties all in order.

Sahil:-I like the best in the hotel is positive working environment and a team work.

Ritika:-I am happy working in the hotel like flexible hours with my studies.

Q3: What hardships do you go through when appointing and training new
staffs?

Mani:-Sometime it’s very difficult to find their weakness strengths. Some

employees can easily grab the things and some takes time. Well now with my

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experience I can easily train new staff even if didn’t have any knowledge in this
line.

Sahil:-There is really a huge problem in providing training. I never appointed for

training because communication gap between the supervisor and me. As supervisor
are changes to late.

Ritika:-I am not happy with the training schedule due to its non flexible nature.
Sometime I am not able to attend the training because of my schooling.

Q4: How good is your relationship with your employees?

Mani:-As I am front office manager I always correlate with my staff for the
updations. I am ethical with my staff. I participate in my team to know about their
problems and try to solve them.

Sahil:-As I am housekeeping team I have good relations with my colleagues when

Ever I need any assistance in cleaning the room they help me a lot.

Ritika:-Housekeeping supervisor is not cooperative whenever I need

Q5: What changes do you think is required in the betterment for the hotel?

Mani:-As per my experience the hotel is lacking in the marketing, Management

has to invest some amount in the marketing to increase the sales and revenue.
Apart of that hotel has to update the technology such as set up the computers and
tabs for the customers. We have to see the shortfalls of our competitors so it can
help to setup the competitive advantage.

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Sahil:-According to my opinion there should be monthly feedback form for the
employers so that management can full fill the requirements.

Ritika:-There should be training programs for all the staff which help them to give
them promotion and growth in career.

Q 6: What do you think that employees are satisfied with working hours, pay
etc.?

Mani:-The hotel is giving minimum pay rate + Holiday pay to the staff, proper
working hours and pay should be increased by 30cent every six months.

Sahil:-As I am a part timer they giving me the hours whenever they required the
staff, Instead of that I am not getting proper 20 hours per week.

Ritika:-I am not satisfied the hours some time I have got 10 hours a week which is
very less and sometimes they call on the spot but it is not easy to manage because
of my schooling.

Q7: What factor contributes to the staff satisfaction problem from your point
of view?

Mani:-The Hotel has low budget to pay wages to the employees. It is hard to give
the shifts to the part time and I fulfill the requirements by internship students,
which is not good. It is not favorable for the staff.

Sahil:-Sometimes there is shortage of staff in busy hotel schedule; it affects on my

performance.

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Ritika:-Management never motivates the staff whenever they perform well and on
the other hand there is no reward which leads to de-motivate the staff.

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