Employee Motivation Perspectives on Hotel Resort Customer Satisfaction in British Columbia, Canada

This study explores employee motivation perspectives on customer satisfaction at a hotel resort in Richmond, British Columbia. The hospitality industry exists to serve guests and hotel employees need to be able to serve guests in such a way as to provide customer satisfaction. The study explores the factors influencing employee motivation within the hotel that have a direct impact on customer satisfaction. A qualitative research design was adopted with physical questionnaires given to participants containing a mix of Likert scale and descriptive questions. The participants were employees of the hotel resort who provided customer service to hotel guests. These employees worked in the housekeeping, food and beverage, and front office departments. A major finding was most employees felt less appreciation and less recognition from their immediate managers affected their self-esteem on the job and self-demotivation could lead to potential job turnover. A key recommendation would be managers need to recognize and provide appropriate appreciation to positively influence employees. Future research recommendations include identifying different managerial skills impacting employee motivation in the hospitality industry.