Vroom's Expectancy Theory In Management
Discussion
The key purpose of this study is to apply the Vroom’s expectancy theory with the hotel employee motivation as a front-line staff in Swissôtel The Stamford Singapore. The training and coaching are important element to work with expectancy theory, as the organization should know how is the performance of the staffs and the associates will have the expectancy of achieving superior performance. Front-line staff is the most important position; as they are the first people who are interacting with the customers. Customers will rate the hospitality of the hotel since they communicate with the front desk officer. Therefore, it is important to motivate the first-line staffs to perform well.
Similarly with other hotels, Swissôtel The Stamford management has strategies to encourage the front-line staffs to practice well in the operation. Reward and recognition is one of the extrinsic elements that used to keep the staff, and it influences the willingness of the employee to work harder and resulting in customer satisfaction. The management provides extrinsic motivation, which
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Not all individuals are motivated by the incentives given; but they should have ambition and interest from their self to motivate themself. If an individual look for the incentives, he or she will perform as well as they could to obtain the incentives. Conversely, if an individual does not interested with the incentives given, they will not do good practices. Especially as front-line staff, it is a tough job in the hospitality industry, as they represent the big company to the customers. There are many chances to get customers with negative attitude, and could not respond with the same attitude, but the staff will be censure by the manager instead. The employees are not motivated to perform well; therefore, Swissôtel The Stamford has high number of employee turnover only for front-line
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