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Name : xxxxxxxxxxxxxxxxxxxx

Identification number : xxxxxxxxxxxxxxxxxxxx

Institution : xxxxxxxxxxxxxxxxxxxx

Course : xxxxxxxxxxxxxxxxxxxx

Tutor : xxxxxxxxxxxxxxxxxxxx

@2009
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Motivation and good performance in hotel front office employee

The objectives of this survey are the determination of the principles of the motivation of the

employees in addition to their empowerment as they perform their duties in Hotel Kipling. The

basic objective is the establishment of whether the staff in Hotel Kipling is adequately motivated

in a manner that they are in a position of performing to the best of their capabilities.

A motivation survey that targets the employees is a very important preliminary step towards the

retention of the employees. This is a very important concept that needs to be understood by the

management in Hotel Kipling in the process of carrying out a survey with the intention of

determining the extent of empowerment as they perform their duties in Hotel Kipling. The

successful implementation of the activity is based on the adoption of a well designed customized

survey of employee motivation for the management of Hotel Kipling. In addition to the use of a

questionnaire on the paper for the sake of conducting this survey, further success was achieved

through the application of the internet, through the telephone to conduct the prepared survey. The

design of the questionnaire was made to be standard for all the participants and the instrument of

the survey aimed at the determination of the motivation of the employees facilitated for the

validity, reliability in addition to the reduction of bias [Daniel, 2008].

The success of the methodology that was adopted depended on the application of the experience

as well as the expertise that had so far been gathered over the years with regard to the employee

research. The management of Hotel Kipling considered the composition of the survey

instruments that were highly relevant so as to facilitate the yielding of the most sound as well as

valid conclusions that is associated with the achievement of the maximum response rate of the

survey possible. The management of Hotel Kipling worked in a manner that was interactive with
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the employees with the intention of the creation of a survey questionnaire of determining the

motivation of the employees “from scratch” and that was tailored in a specific manner towards

the information needs of the management of Hotel Kipling in addition to their strategic

objectives. The motivation survey of the employees was designed to cover entirely all the facets

of the motivation aspects of the employees including the following:

• The overall satisfaction of the employees.

• The corporate culture of Hotel Kipling.

• The relations of the supervisors.

• The level of training that the employees are exposed to.

• The pay as well as other benefits that the employees receive.

• The environment of work in Hotel Kipling.

• Issues that are related to the communication in the firm.

• The loyalty of the employees

• The possibility of recommendations.

• The possibility of the willingness of the employees to stay.

The survey for the determination of the motivation of the employees in Hotel Kipling was

designed in a comprehensive manner towards the identification as well as the isolation of the

most important independent as well a dependent variables. The in-house survey that was

implemented was a positive indicator of the attitudes of the employees with respect to an

improved predictor of the future behavior of the employees as compared to the past behavior.

The design of the motivation survey of the employees was tailored with a specific design to

facilitate the measurement of the attitudes that have some important implications on the real
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metrics of the business in a manner that was most accurate. The metrics include the retention

rates of the employees in addition to the rate of the turnover of the employees. The

methodologies that were applied in this situation for the sake of the research were rigorous in an

attempt to facilitate for the reliability as well as the effectiveness of the entire surveys that were

conducted on the employees. There was also a consideration of some features that were

technically advanced that enhances the online surveys that were conducted for the purpose of

assurance of an operation in a smoother manner in addition to the survey results that were more

complete incorporating a branching logic of a page-level that facilitates that the respondents are

only exposed to items that are relevant, the response of verification that assures the completeness

of all the needed questions in addition to the save-and resume feature that facilitates the users to

save a survey that is partially complete and later resume to it [Max, 2001].

The methodology applied also puts in to consideration the issues of priority methods that are

aimed at the protection of the security of the motivation survey of the employees and also in

consideration of the maintenance of the anonymity of the respondent at the same time as may be

a requirement. The protection of the anonymity of the employee is achieved through the

stripping of the response data in the context of the entire identifying information prior to the

passing of the results of the survey. The methodology in application takes care of the

identification of a variety of techniques that are responsible for the maximization of the response

rates of the survey in addition to its effectiveness. The proprietary methodology of the survey

incorporated a piece of introductory memo from the management of Hotel Kipling with a careful

wording of invitation to the participation in the survey, the associated incentives, timed

reminders in addition to the touch-point management for the sake of over surveying avoidance.
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The motivation surveys of the employees that were conducted online was facilitated by the

passing of invitations through personalized emails to all the concerned employees bearing simple

directions on the most appropriate approach of accessing as well as completing the survey. Every

link of the survey was equipped with a “unique Personal Access Code, PAC” of the participant

in addition to the demographic data [Daniel, 2008]. This therefore has the implication of the fact

that at the time that the participants intends to access the link of the survey, it is possible for the

management of the hotel to positively identify them, conduct a validation of their responses and

also make their assignments to particular demographic subgroups to facilitate analysis.

The methodology that was adopted was based on the realization of the fact that the issues related

to the motivation of the employees are of specific importance with regard to the managers as

well as the supervisors. The understanding of the motivations of the individual is an important

turning point in learning the truth of motivation. The secret of assisting in the motivation of the

employees is the understanding of the real thing that leads to their motivation. This includes

recognition, learning, spending of the time with the family. The job must be configured in a

manner that supports motivation.

The working environment was also put in to consideration which is usually turbulent as well as

chaotic and this call for the application of the full potentials of the talents of the employees.

Managers are in most of the cases perceive motivation as a mysterious thing. This is based on the

fact that diverse individuals are usually motivated through diverse things as well as in diverse

ways [Daniel, 2008]. The supervisors as well as the managers have the responsibility of

promoting the general well being of the employees and have a clear understanding of the
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overlapping duties that confront them. In the situation of the hotel, the action of delayering as

well as the flattening of the existing hierarchies is responsible for the creation of insecurity and

the lowering of the morale of the staff majority of the staff at the moment usually work on a part-

time contract as well as terms that are limited and their motivation is usually associated with

some difficulties.

The methodology was based on the fact that the fundamental principles underlying the

motivation of the employees are usually simple. This is based on the realization of what actions

are responsible for the achievement of what the people want. This therefore requires that the

manager as well as the supervisor becomes keen in observation to determine what the

requirements of the employees [Max, 2001]. The realization of the career paths, the importance

of working in teams in the organization and the general motivation of the workforce are very

significant issues. It is important to appreciate the advantages associated with spending of

sufficient time with every team member on a regular basis while asking some question related to

what the employee enjoys doing, what actions are preferred for the future of the employees and

the like. There is therefore a need to give some preference for the best approach related to the

design of the job as well as the supporting rationale [Barry, 2007].

The methodology that was adopted was based on the realization of the fact that it is of critical

importance to appreciate what is needed in the employees by the managers as well as the

supervisors. It is also important to word the preferences in requisites of the goals in the favor of

the organization. The identification of the goals of the enterprise is implemented at the time of

strategic planning. There are some important steps of consideration for the purpose of supporting
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employee motivation in an effort of ensuring that the employees’ posses a well-built input in the

identification of the goals that the organization has laid down [Barry, 2007].

The employees should not be demotivated through the withdrawal of the benefits as well as

downgrading of the conditions of working. Other things that should be avoided are rudeness, the

absence of fairness together with treatments that appear to be harsh. Contingent rewards should

be promoted on the behavior that has been desired. Compensation based on performance has

more effects on motivation in comparison to regular pay except in a situation where payment

based on performance may result to more pressure. The contribution of the employees should be

highly valued because motivation to the employees is high in the situation of appreciation of the

output of the employees. The involvement of the employees in the process of important decision

making results to their motivation. The employees should also be exposed to challenges that are

innovative as well as interesting for the purpose of their stimulation as well as learning [Daniel,

2008].

The structure of the job in the Hotel Kipling should be based on the increase of efficiency. This

is based on the appreciation of the fact that the majority of the clients of Briggs are commercial

stores of specifically large size such as the Macy’s. The distribution center however is also

responsible for the shipment of the mail orders that comes from the amazon.com. Although the

nature of the work is manual, a fairly clean work is usually evident as a result of the extent of

motivation.

Due to the level of motivation, the employees re in a position work in a manner that is timeliness

as well as accurate. Hotel Kipling has a great magnitude of pride as a result of their times of

response the results to an expectations in as far as their clients are concerned [Max, 2001].This
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makes it very vital for Hotel Kipling to appreciate the existing relationships to the employees in

addition to their customers. This therefore calls for strong teamwork to serve a competent job

structure in the case of the Hotel Kipling. This will facilitate a well motivated workforce that will

bring about efficiency in the delivery of services [Max, 2001].

It was also important to account for the fact that, according to the mistaken believes of the

managers including the directors in the human resource departments in Hotel Kipling, the

winning of the motivation of the employees can be achieved through the offer of monetary

rewards in addition to other attractive perks. The realization that comes to be evident in their

future is that the perks of this particular nature are usually “taken for granted” and this particular

kind of money does not play any significant role in as far as the motivation of these employees is

concerned. It is therefore the duty of the human resource management in Hotel Kipling to realize

the fact that the best results are only achievable with the application of a professional as well as

unified system of management in addition to the provision of a conducive environment of

working as the most appropriate basis of building a comprehensive activation of the employees.

This was a very important factor that was put in to consideration on the course of designing the

methodology of the survey so as to achieve success.

The management in Hotel Kipling also considered the issue of high turnover of the employees as

an important reflection of a low degree of morale in addition to the absence of motivation in the

course of designing the methodology of the study. it was however important to take in to account

the fact that, there may be a converse of this orientation of the perception of the lack of turnover

in which case it may be consequential to the de-motivation of the employees as a result of the

denial of a possible motion in addition to the forward motion in as far as the employees are
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concerned. This step was considered to avoid ambiguity in the course of the methodology of the

study. The human nature is usually against remaining in a static position with the performance of

a similar duty throughout without any expectations of the occurrence of a change in as far as the

routine or even the opportunities that brings about advancement are concerned [Max, 2001].

It was therefore the responsibility of the management in Hotel Kipling at the time of designing

the methodology to consider the consequences of some job enrichment that is implemented in a

manner that is misguided leading to the addition of the unrewarded responsibilities in as far as

the supervisors together with the rest of the employees are concerned. This is consequential to

the creation of a feeling that the employees are working under the conditions of exploitation

causing a reversal of the effects that were intended to be achieved.

The management in Hotel Kipling has a duty of implementing an effective technique of training

that has a possibility of resulting to the creation of motivation in the consideration the

implementation of the cross-training in a horizontal, an upward as well as a downward approach.

The heads of departments as well as the employees were cross trained with a consideration of a

background support of the employees through the facilitation of a training of at least one day in

reference to the roles of the heads of departments

The collection of data targeted the employees who work in Front Office. The participants were

supplied with different questionnaires with specific interest and the approval or the disapproval

of implementation of the program based on its merits and demerits was determined after

conducting the research. All the participants had given their respective informed consent for the

purpose of participation in the research. They had priory been exposed to the purposes, the
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potential benefits as well as the risks that were associated with their participation. Ethical

standards were considered in the process of the procedures of the experiment.

Prior to the participation of the employees in the survey, they were made aware of the principles

of the theory of intrinsic and the extrinsic motivation explains. They were made aware that the

theory of intrinsic and the extrinsic motivation explain motivation in terms activation or the

energization of the behavior on an individual that is oriented to the set goals. It is therefore

possible for motivation to be intrinsic just as it can be extrinsic. This is a term that has a general

application in as far as the human beings are concerned although in some cases it can be

applicable to the behavior of other animals. According to the theories that exist, the foundation

of motivation may be based on the requirement of minimizing the extent of the physical pain in

conjunction with the maximization of the pleasure that the person needs. Motivation may as well

incorporate particular needs, the objects that are desired, some goals, and the hobby of the

person, morality or its avoidance. In a conceptual sense therefore, it is important to understand

the implication of volition in addition to optimism as they should never be confused with

motivation [Max, 2001].


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Intrinsic motivations were also elaborated to the participants. They were made aware that

the origin of intrinsic motivations is the rewards that are inherent in the task that

requires to be accomplished and it is associated with high achievement in the

education that is usually consequential to a high degree of self-efficacy in the

performance of the task the cause of this kind of motivation is the attribution of

academic performance to the internal results that are controllable such as the

extent of input of effort that is required. The second factor is a positive believe of a

person of being an effective agent with respect to the achievement of the desired

goals as well as objectives. The third factor is the interest of a person to master an

important topic at the expense of role-learning with the intent of achieving

desirable grades.

The knowledge on extrinsic motivation was also accessed to the employees prior to their

participation in the survey. The participants were informed that the origin of

extrinsic motivation is the exterior of a certain performer. The most influential factor in

this respect is the use of money. Other common extrinsic factors of motivation include

coercion together with the application of threat with the intention of punishment.

according to the results of the research conducted on social psychology, there is a

possibility of over-justification that may arise out of the use of extrinsic rewards which

the leads to a decrease in the intrinsic motivation afterwards

Employee motivation questionnaire

The objectives of this questionnaire are the determination of the principles of the motivation of

the employees in addition to their empowerment as they perform their duties in Hotel Kipling.
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The basic objective is the establishment of whether the staff in Hotel Kipling is adequately

motivated in a manner that they are in a position of performing to the best of their capabilities.

Qualitative and quantitative collection of data is essential in this scenario

Qualitative questionnaire

It is a well established fact that the motivation of the employees is one of the core objectives of

the business. What are the basic principles of Hotel Kipling? What is the mission statement of

Hotel Kipling? What is the implication of the mission statement of Hotel Kipling? What are the

issues that are given priority in Hotel Kipling?

As one of the Front Office staff, what are the most important obstacles that hinder the best

performance of the obstacles employees in Hotel Kipling? The conditions of working in the hotel

should be favorable for optimum performance. What issues do you encounter at the workplace

that requires to be tolerated? What issues do you encounter at home that requires to be tolerated?

Does this action result to your satisfaction at work? In our opinion, what practices do you think

needs to be eliminated to achieve the zap of the motivation of the entire staff in Hotel Kipling?

What do you think is the actual cause of motivation in your duty as you work for Hotel Kipling?

What are the other associated factors do you think are responsible for the motivation of the

employees? Do you think that it is logical to make the assumptions that all the employees in

Hotel Kipling are motivated by similar things? What values do you attribute to your position in

the workplace? How comfortable are you with your current packages of remuneration in Hotel

Kipling? What is the maximum package of enumeration that you would prefer so that you

continue working for Hotel Kipling for the rest of your working life? How do you consider your
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current status the praise as well as the acknowledgement that you are entitled to in your working

position in Hotel Kipling? How do you view the issue of competition as it applies in your

workplace? What is the level of the security that you are exposed to with regard to your working

position in the hotel? Comment on the level of public recognition as a result of your output in the

hotel? How do you perceive the issues of fear, perfectionism and the results that are associated

with your career in Hotel Kipling?

As an employee in Hotel Kipling, what is your opinion with regard to the empowerment of the

employees in your workplace? Do you and the rest of your colleagues have a feeling of a job

description that is consequential a certain degree of autonomy. Do you have a chance of

identifying the solutions or the management takes the sole role of performance and the directives

of what needs to b done?

Are there some changes that have been implemented in the recent past in Hotel Kipling with

some implications on the level of motivation? Have there been redundancies in the recent past?

Has a recruitment freeze been imposed in the past? Are there some important people who have

been dismissed from Hotel Kipling in the recent past? What are some of the most important

fears, thoughts as well as concerns that are related to the events that take place in Hotel Kipling?

What patterns that result to motivation are frequently applied in Hotel Kipling? Are there

employees who are better motivated than the others? What are the most important lessons

that you have been exposed to based on the patches of high as well as low motivation in

Hotel Kipling
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Is there an effective alignment in the goals of the employees to the goals of Hotel Kipling? What

are the guidelines of the company with respect to the utilization of the time of the

employees on the basis of the most valuable activities? How do you compare this with

the actual way in which the employees utilize their time in normal circumstances? Is

there a possibility of an appropriate motivation in Hotel Kipling but the wrong priorities

are taken in the Hotel Kipling

What are your feelings with regard to Hotel Kipling? Is there a sense of safety, loyalty, valued or

even being care for as you work in Hotel Kipling? Do you have any feeling that the

management of Hotel Kipling takes advantage of your talents? Do you have a feeling that

you are indispensable as well as invisible as you work for Hotel Kipling? What would

you propose to be implemented for the sake of improving your loyalty together with

commitment to your duty in Hotel Kipling?

What is the level of involvement do you perceive in he development of Hotel Kipling? Does the

management listen and consider the opinions of the employees? In the case of the

consultations that are made to the employees, are the opinions that they give considered

in a serious manner? Are there frequent opportunities for the feedback from the

employees in Hotel Kipling? Is there any consistency between the internal image of Hotel

Kipling and the external image?

Quantitative questionnaire

What is your current payment in Hotel Kipling? What was your starting package when you took

up the appointment with Hotel Kipling? How many times have your salary been
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increased since you took up the appointment with Hotel Kipling? What is your level of

comfort with your working condition and remuneration in Hotel Kipling?

How many companies have worked for in the past before you took up the appointment with

Hotel Kipling? How do you compare them with you current employer? If you were asked

to rate them based on your job satisfaction, where would you place Hotel Kipling?

Some changes have been implemented in the recent past in Hotel Kipling with some

implications on the level of motivation. How frequent are the changes implemented.

Monthly--------. Annually -----. Specify the duration ------------.

How many redundancies have you experienced since you were employed in Hotel Kipling?

How many freezes in recruitment have you experienced since you were employed in Hotel

Kipling?

How many have been dismissed from Hotel Kipling in the recent past?

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