ABSTRACT
This thesis researched satisfaction and efficiency among hotel workers, through a case study of Giant Star Hotel Lagos in Nigeria. The thesis was commissioned by the Giant Star Hotel. The study sought to find out whether the employees of the hotel business were really satisfied with their jobs or not. In doing this, it was determined the extent of the level of their job satisfaction and how they could have been satisfied, if they had been in another field. The objectives of this research were to identify the various factors that actually triggered off or were responsible for the workers” satisfaction and to determine the major factor that made them satisfied with their jobs and their corresponding efficiency.
This research was basically informed by the need to actually know the factors that motivated hotel workers to carry out their professional duties effectively. It was indeed necessary to know whether these hotel workers were forced by circumstances to stay in the profession or if they were actually satisfied with their jobs. And also to find out their level of satisfaction. It was essentially necessary to determine the main factor that gave them the job satisfaction or dissatisfaction. In other words, it was determined how job factors such as pay, working conditions, relationship with boss, personnel policies and the work itself affected the job satisfaction of the hotel workers.
For the empirical part, a qualitative research method was used, this included the use of interview and observation. After the analysis of the results it were discovered that a lot of hotel workers were averagely satisfied with their jobs and job satisfaction leads to efficiency on the part of the employees. Recommendations were made to the employers of the hotel, and this could be useful for other hoteliers too, in order to have a good human relationship, employee satisfaction in the Giant Star Hotel in particular and the hotel accommodation industry in general.
TABLE OF CONTENTS
ABSTARCT
1 INTRODUCTION
2 THE COUNTRY: NIGERIA AND TOURISM DEVELOPMENT
2.1 A glimpse at Nigeria
2.2 The development of tourism in Nigeria
2.3 The accommodation sector in Lagos state, Nigeria
2.4 The Giant Star Hotel Lagos, Nigeria
2.5 Top hotels in Lagos, Nigeria
2.5.1 Sheraton hotel Lagos
2.5.2 Lagos Airport hotel
2.5.3 Protea Hotel Lead way Ikeja, Lagos
2.5.4 Federal Palace Hotel Lagos
3 JOB SATISFACTION AND EFFECIENCY
3.1 Understanding the concept: job satisfaction
3.2 Components and factors of job satisfaction
3.3 Employee benefits
3.4 Job satisfaction and performance of efficiency
3.5 Maslow’s hierarchy of need
3.6 Macgregor’s theory x and theory y
3.7 Herzberg’s two factor theory
3.8 Vroom expectancy theory
4 RESEARCH METHODOLOGY
4.1 Qualitative Research Method
4.2 Observation
5 ANALYSIS OF FINDINGS
5.1 Analysis of the employee interview
5.2 Analysis of the employer interview
5.3 Observation
5.4 Observation of the employees of the Giant star hotel Lagos
5.5 Reliability and validity
6 RECOMMENDATIONS AND CONCLUSION
6.1 Recommendations
6.2 Conclusion
REFERENCES
APPENDICES
1 INTRODUCTION
In today’s world, managers and employers of labour all over the world are continually being faced with an important and crucial managerial problem which is employee motivation and job satisfaction among their employees. Undoubtedly, the magnitude of this problem has called for different studies by various researchers in the management field. Indeed, job satisfaction among workers in any industry is directly related to the motivation of the employees. Sola Fajana in his book Human resources management, pointed out that job satisfaction and motivation are twin-sisters of a managerial problem. He added that even though both are distinct they are also connected so that one can not be understood without the other also being understood. (Fajana 2002 ,291.)
The main purpose of this thesis is to study how satisfied hotel workers are with their job and what leads to their level of efficiency. When an employee is dissatisfied at work and lacks the motivation to act in a profession that is mainly customer- service related as a hotel, this will directly affect their level of efficiency and quality of service. The common belief in human management is that, workers or a person’s choice of behaviour is influenced by the expectations of a desirable outcome. In other words, no individual works relentlessly, with all the zeal, without something motivating him/her, in terms of expected rewards or desirable outcome.
Relatively, hotel workers, who are so diligent in the discharge of their duties, must have been either greatly satisfied with their jobs or otherwise. Indeed something must have been motivating them. Therefore, this study intends to find out whether hotel workers are actually satisfied with their jobs or not .The main aim of this thesis is to assess the level of job satisfaction of hotel workers in general and the Giant Star Hotel in particular. To find out if there is any correspondence between motivation and efficiency of workers.
This research could experience some limitation in determining the level of a workers satisfaction with his /her job. The major limitations are firstly: respondent attitude, some respondents may be afraid to give out information due to the secrecy of the organization they represent, or they may think that the information when given will be used against them. Finance could be another limitation in carrying out this research, since the interview will be conducted in Nigeria. Distance is also to be considered when writing this thesis. Since I am studying in Finland and I have to go to Africa to conduct this research other things being equal, distance might be a disturbing factor in getting to the root of the research, not forgetting the time limit.
This research could experience some limitation in determining the level of a workers satisfaction with his /her job. The major limitations are firstly: respondent attitude, some respondents may be afraid to give out information due to the secrecy of the organization they represent, or they may think that the information when given will be used against them. Finance could be another limitation in carrying out this research, since the interview will be conducted in Nigeria. Distance is also to be considered when writing this thesis. Since I am studying in Finland and I have to go to Africa to conduct this research other things being equal, distance might be a disturbing factor in getting to the root of the research, not forgetting the time limit.
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Item Type: Project Material | Size: 57 pages | Chapters: 1-5
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