2-1995
Cathy A. Enz
Cornell University, cae4@cornell.edu
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Although motivation must come from within, outside incentives can encourage employees to do a good job.
Managers who know what their employees want can design the work environment to complement those
desires.
Keywords
Motivating
Hotel
Employees
Beyond the Carrot
and the Stick
by Tony Simons
and Cathy A. Enz
20
H U M A N
R E S O U R C E S
Fphruarv 1QQ5
91
American setting.
The study of casino
dealers examined
workers in a single
job within a particu
lar hospitality-indus
try niche. This level
of focus said little
about employees in
other departments,
let alone other set
tings. The present
survey, on the other
hand, looks at a rep
resentative cross
section of hotel em
ployees throughout
the United States and
Canada. Further
more, we specifically
ask the question of
whether employees
in different depart
ments within a hotel
are motivated by
different rewards.
Information is the
key to effective moti
vation management.
To gather this moti
vation information,
we recently con
ducted a survey that
asked employees in
12 U.S. and Cana
dian hotels what they
want from work.
This article reports
what we found and
addresses the follow
ing questions:
What motivates
hotel workers?
Do hotel workers
want different things
from their jobs and
employers than do
workers in other
industries?
Are men and
women motivated by
different job factors?
Are workers of dif
22
IURImLL
h o t e l a n d r e s t a u r a n t a d m in is t r a t io n q u a r t e r l y
H U M A N
Work Factor
Good wages
Security
Opportunity
Good working conditions
Interesting work
Appreciation
Loyalty to employees
Feeling of being in on things
Tactful discipline
Sympathetic personal help
Hospitality
Workers
1
2
3
4
5
6
7
8
9
10
R E S O U R C E S
Industrial
Workers
5
4
6
7
1
2
8
3
9
10
Fo h rn a n / IQ Q fJ
Work Factor
Good wages
Security
Opportunity
Good working conditions
Interesting work
Appreciation
Loyalty to employees
Feeling of being in on things
Tactful discipline
Sympathetic personal help
Hospitality
Workers
30+
<30
1
1
2
6
2
4
3
4
3
5
6
5
7
8
7
9
8
9
10
10
Industrial
Workers
30+
<30
1
5.5
2
4
3
8
7
5.5
1
4
2
5
7
9
3
6
10
8
9
10
Note: Rankings for industrial workers over age 30 were computed by ranking
numeric averages for the age groups 31-40, 41-50, and over 50. Due to
uncertainty about the number of respondents in each category, this combination
of scores results only in an approximation.
24
H U M A N
R E S O U R C E S
Ffihruarv 1995
25
F&B
Work Factor
Servers
1
Good wages
Security
3
Opportunity
2
Good working conditions
4
Interesting work
6
Appreciation
5
Loyalty to employees
7
Feeling of being in on things 9
Tactful discipline
8
Sympathetic personal help
10
Rooms,
Front desk
1
4
2
5.5
5.5
3
7
8
9
10
Motivation by Gender
H U M A N
R E S O U R C E S