Job satisfaction, motivation and performance in hotel industry : a case of Lao plaza hotel | |
| Author | Siliphone S. Sisavath |
| Call Number | AIT RSPR no. SM-02-63 |
| Subject(s) | Hotels--Laos--Employees--Job satisfaction Job satisfaction--Laos Employee motivation--Laos |
| Note | A research study submitted in paiiial fulfillment of the requirements for the degree of Master of Business Administration, School of Management |
| Publisher | Asian Institute of Technology |
| Series Statement | Research studies project report ; no. SM-02-63 |
| Abstract | Tourism and hotel industry become more important in the Lao economic development. Each year, tourism generates high revenue and brings the image for the countty. Hence, the government put more attention and effort to develop the hotel and other tourism related industries. However the demand of human resources in these industries is still high, the HR practice is not very well implemented and transparent. Therefore, the study of human resource development and perf01mance management in the hotel and tourism industry is essential. The purpose of this study is to present the job satisfaction, motivation and performance in "Lao Plaza Hotel", a leading hotel in the entire industry in Lao PDR. The study observes the Human Resources practices in the organization and analyzes the existing motivational tools and methods. It also explores individuals' job satisfaction and performance through the customer satisfaction survey. The research methods that used in collecting data are qualitative and quantitative research method. Face-to-face interviews were conducted with managers and several employees, and 275 employee satisfaction questionnaires were distributed. Around 100 customer satisfaction questionnaires were circulated in guestrooms. Based on the survey, it was found that the overall satisfaction of employees is good, and actual performance in the work is understandably not so high. But there are some factors that revealing dissatisfaction such as salary, favoritism treatment from supervision, recognition and rewards system. Moreover customer satisfaction survey shows that clients are satisfied with the current service and personnel, and some suggestions from clients have been taken into the consideration of the needs of developing the communication as well as language skills of the employees. The provided recommendations focus on hotel policies, compensation and salary reconsideration, human resources development, performance management, superv1s10n, trainings and potential motivational methods. It also recommends other related management as government, institutions and industry in aiming at improving the employees' qualification and skill. It is hoped that this research is able to highlight most areas concerning job satisfaction, motivation and performance, which will be useful for the human resources management in the hotel. |
| Year | 2002 |
| Corresponding Series Added Entry | Asian Institute of Technology. Research studies project report ; no. SM-02-63 |
| Type | Research Study Project Report (RSPR) |
| School | School of Management |
| Department | Other Field of Studies (No Department) |
| Academic Program/FoS | Master of Business Administration (MBA) (Publication code=SM) |
| Chairperson(s) | Sununta Siengthai; |
| Examination Committee(s) | Broustail, Frarncois Joel;Singha Chiamsiri; |
| Scholarship Donor(s) | The Government of France; |
| Degree | Research Studies Project Report (M.B.A.) - Asian Institute of Technology, 2002 |