WORK-RELATED STRESS AMONG HOTEL EMPLOYEES IN KUMASI METROPOLIS, GHANA.

Presentation of findings

Sampson Wireko
4th April, 2012

INTRODUCTION
Definition of Work-related stress (HSE, 2006) According to Lo and Lamm (2005) working in the hotels can be stressful. This is due to the nature of work in hotels - Kristensen et al (2002)

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INTRODUCTION CONT
This has resulted in: headaches, gastrointestinal problems, sleep disturbances and depression (Ghaleb, 2008) ; increased chances of fatal errors (Kazmi, 2007); reduced work performance and goal achievement (Treven, 2002); and absenteeism and high labour turnover(Imtiaz & Ahmed, 2009) .
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STATEMENT OF THE PROBLEM

Paucity of research on WRS among hotel employees in Ghana. Most studies on hotels conducted in Ghana are on the facility (e. g Akyeampong, 2007; Mensah, 2009; Teye, 2010); service provision (e. g. Badu, 2008), etc. Little is known on stress among hotel employees in Ghana Teaching (e. g. Atindanbila, 2011)
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RESEARCH QUESTIONS
What is the relationship between work-related stress and employees socio-demographic characteristics? What are the causes of work-related stress among hotel employees? What are the effects of work-related stress on both employees and hotels? How do employees cope with work-related stress?
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RESEARCH OBJECTIVES
The main objective of this study was to analyse the causes and effects of work-related stress among hotel employees in Kumasi Metropolis. Specific objectives: Find out how employees cope with work-related stress Examine the relationships between work-related stress and employees socio-demographic characteristics. Access the causes of work-related stress among hotel employees. Analyse the effects of work-related stress on both employees and hotels.

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METHODOLOGICAL ISSUES
Study area Quantitative method of data collection Sources of Data
Primary sources of data Secondary sources/information GTA office (Kumasi), Books, Journals, Internet, etc.

Target Population
Frontline employees

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METHODOLOGY CONT
Sample size for the study: 294 registered hotels in Kumasi Metropolis 59 hotels were sampled from 70 star-rated hotels Sampling Technique: Multi-stage sampling technique 354 respondents randomly Response Rate: Out of 354 questionnaires, 296 were useful for analysis Response rate (83.6%)

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METHODOLOGY CONT
Research Instrument: Questionnaires Data Analysis and Presentation: SPSS (version 17) ANOVA and T-test Factor Analysis Descriptive statistics

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MAIN FINDINGS
Socio-demographic characteristics
Gender: Male (55.7%); Females (44.3%) Age: >26 years (55.4%); 26-35 years (33.2%); (10.8%). Majority (75.0%) were singles Mostly Christians (90.2%) 43.9% of the respondents had completed secondary education. There were more receptionists (42.9%) than waiters/waitresses (35.5%) and bar attendants (21.6%).
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>35 years

MAIN FINDINGS CONT

Work-related stress and socio-demographic characteristics Majority of the respondents (55.1%) indicated they experience workrelated stress.
Males (56.4%); Females (43.6%) <26 years (52.2%); 26-35 years (35.0%); >35 years (9.8%) SHS (46.0%); Tertiary (31.9%); Basic (15.3%) Receptionists (44.2%); Waiters/Waitresses (34.3%); Bar attendants (21.5%)

T-test and ANOVA results:

WRS and gender (p=0.350) WRS and age (p=0.611) WRS and marital status (p=0.693) WRS and level of education (p=0.481) WRS and workstation (p=0.924)
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MAIN FINDINGS CONT

Factors that account for causes of WRS Seven main underlying factors accounted for the causes of WRS. F1: Support (4.3; 22.2%) F2 : Role (3.2; 7.2%) F3: Relationships (2.8; 5.9%) F4: Demand (2.2; 5.2%) F5: Customer (2.0; 4.8%) F6: Control (1.9; 4.6%) F7: Income(1.8; 4.2%) Overall, the seven factors accounted 54.1% of the total variance of causes of WRS
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Effects of WRS Two main effects were indentified: Individual effects: physical, emotional and intellectual Organisational effects
Effects Physical Emotional Intellectual Organisational N 296 296 296 296 % in agreement 30.2 27.6 29.8 19.4 Mean 2.2703 2.2579 2.2667 2.4966 SD 0.0479 0.0484 0.0518 0.0467

MAIN FINDINGS CONT

Physical effects: headaches (52.7%); I become weak (49.3%) Emotional effects: I become frustrated (39.9%), I become very anxious (30.1%) Organisational effects: I often think of quitting (26.7%), I often complain (22.5%)
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MAIN FINDINGS CONT

Coping strategies employed by respondents
Majority of the respondents (63.9%) were hopeful things will get better Least employed strategy: take time off work (16.2%)

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CONCLUSIONS
Employees of hotels in the Kumasi Metropolis are prone to work-related stress. Among frontline employees, receptionists are more prone to work-related stress than waiters/waitresses and bar attendants. It can be concluded that employees age, marital status and level of education have no influence on perception of workrelated stress. Inadequate training, encouragement from supervisors, sponsorships, promotions and neglect of employees ideas are very critical as far as causes of work-related stress are concerned.
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CONCLUSIONS CONT
Work-related stress affects both the employee (individual) and the hotel (organisational). The most significant individual effect was suffering from headaches while that of organisational was intention to quit. Employees of hotels in the Kumasi Metropolis employ a number of coping strategies in dealing with work-related stress.

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RECOMMENDATIONS
Issues on training, support from line managers, sponsorships and promotions should be addressed by management of hotels. Hotel managers are also encouraged to include relaxation programmes in the work plan of employees. Employees should be given authority and flexibility with respect to dealing with customers.

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RECOMMENDATIONS CONT
Hotel managers as well as line managers/supervisors should clearly define the duties and responsibilities of employees and communicate them to the employees. Further research

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THANK YOU

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