Cavendish Hall Hotel Case Study

1.0 Introduction

The hotel industry is an important part of the tourism industry worldwide and its employees play a significant role in delivering the service to the customers. Excellent service provided by employees can create lasting positive experiences for customers. Therefore, the motivation of employees, whether professional, skilled or unskilled, is a major issue in all service organizations. For the hotel industry, employee motivation is a major issue and a challenge to keep the employee to stay on the job and to offer the efficient, good service which customers expect. With the individual performance related pay scheme implemented three years ago in Cavendish Hall Hotel, the hotel management still encountering many ongoing performance

In this case for Cavendish Hall Hotel, the management should focus on the proper and appropriate learning and training from the beginning once the employee is hired. The hotel will be able to do well in performance especially on the service portion if it focus on the improvement of the employee’s abilities throughout the hiring and training process. Opportunity refers to the chance given to the employee in order for them to participate and perform in the job. For Cavendish Hall Hotel, the management should look into the proper work system which allows the employees to contribute their individual or group efforts toward the hotel and also to provide the necessary support and channels for expression. Both the ability and opportunity are the moderating factors for the

In the event that a person has a high hope for their work, he/she would invest more energy in the work which means increasing their motivation. On the other hand if a person think that the work do not have great offer, he/she will diminish their workload because of motivation.

From Table 1, there is relatively high percentage of 73% of the employee who do not have a sense of personal accomplishment in their work. This figure showed that majority of the employees is not motivated and work toward the goal when on duty because the sense of accomplishment and achievement is not present. At first look the expectancy theory would seem, by all accounts, to be most pertinent to a conventional work situation where how spurred the employee is relies on upon whether he/she need the monetary reward on offer for doing a good job and whether he/she trust more exertion will prompt that remunerate. Be that as it may, it could just as apply to any circumstance where somebody accomplishes something because of the fact that he expects a sure result. For example, employee who focuses is less on monetary reward and more about advancement, improved capabilities and the recognition of achievement marked by a new position. Therefore, this theory is not about self-interest in rewards. It can also reflect how people performed to achieve the goals and the contribution they can make towards