Employee Motivation As A Hotel Industry Factor Tourism Essay

Motivation of employees is not a new phenomenon, however very little attention paid to him. The major and most successful companies are svjestne importance of human factors in their organization, but, unfortunately, is much more smaller and not so successful that profit only the vision, mission and sole objective. Many people are not thinking and not thinking about ways to enable them to profit, and abuse of the man and his knowledge and skills has never been respected, nor will it. Loss of employee loyalty is the result of failure to comply with the individuality of employees, their desires and needs.

How important is the motivation of employees, particularly in the hotel industry, will be explained in the following presentation.

For the poptpunije treatment given topic, will be given an adequate theoretical basis in the first part, where he will talk about motivation as a concept, the process of motivation, original and contemporary theories of motivation, usually applied motivatorima, link between employee motivation and human resource management, and related between the employees’ motivation and leadership.

The second part will be arguments about the specifics of the hotel product and the motivation of employees as a factor of success in the hotel industry.

The third part will respond specifically to the given topic and show how a successful company, Hit Montegro, motivate employees in your hotel, Maestral, which gives an advantage, as the concept develops and determines the business and what this hotel stands out from all others, not only in Montenegro, but also beyond.

Part I – theoretical foundation

1. MOTIVATION – definition, division, the process of motivation

Motivation is a complex area of human behavior. The term motivation comes from the Latin word moves, which means movere; move.

Under the motivation we podrazumijevati sum of factors that influence people to behave in a certain way, and especially to invest a certain efforts to achieve or accomplish something.

The economic system of business motivation is hidden inside the driving force behind overall economic pattern that connects and arranges the target all economic efforts and integrate them into one whole. In the process, motivation is manifested as the main driving force of creation.

Work motivation is a system of methods, procedures and actions which encourages, directs, and reinforces the behavior of certain employees, in order to realize a larger and more favorable results.

Basic assumptions about the motivation:

• Motivation is a positive – people feel good only if they are motivated.

• Motivation is one of the factors that influence the behavior of individuals. Other factors: capacity, resources, working conditions …

• Motivation is always less than sufficient and should be periodically renewed. Time can be lost.

• Motivation is the means by which managers can relate to offices in the organization.

Motivation can be: subjective and objective.

• Subject motivation is defined in two forms: moral motivation of workers (conscience, responsibility, pride, ambition, knowledge, etc.). Materjalna and motivation (interest in the job, salary, stimulation, etc.)..

• Objective motivation occurs at the level of the firm, on its reputation, strengthen, and similar recognition. ie. If you contribute to the reduction of the higher entropy of the system (firm).

Speaking of motivation, we can not to speak about human needs. The need is expressed through a lack of something and is associated with goals. Therefore, the need is internal, external and objective aspects of motivation

The process of motivation – the process of meeting the individual needs of employees, consists of several stages:

• Employees identify their needs – which is what it lacks and what he wants to achieve?

• Looking for ways to meet the needs – deficiency creates a kind of anxiety, and he seeks a way to eliminate

• strives to achieve the goals which reduces the need

• act appropriately

• To get the reward or punishment

• Re-evaluates its needs

Satisfaction is often in the literature and in empirical research identifies with the concept of motivation. These two terms are certainly related in large measure are mutually conditional, but undoubtedly is to be different.

Under the satisfaction of employees involves the subjective evaluation of the degree of satisfaction that derives from the personal assessment of their satisfaction with various aspects of belonging to the organization. And so happy employees pijre primarily related to the perception of employees and the extent to which they met their motives and above all the motives that are perceived as important for their involvement. Best illustrates the differences following chart:

(motivation,result,satisfaction)

Chart 1st The difference between motivation and satisfaction

Source: Developed author

If you are motivated enough for the job you do, it will certainly affect your final performance. After a job well done following the feeling of satisfaction.

2. THEORIES OF MOTIVATION 

A large number of theories of motivation which, in fact, complementary to one another. The following table provides a list of major theories. 

Table 1 Theories of motivation 

Name Type theory theories theorist and / 

Theories instrumentalnosti Tejlorizam Teylor (1911) 

Theories content theory hijararhije needs Maslow (1954) 

ERG Theory Alderfer (1972) 

Managerial theories need McClelland (1973) 

Two-factor model of Herzberg (1957) 

Theory X and Y McGregor (1960) 

Theories of goal setting process theory Latham and Locke (1979) 

The theory of equality Adams (1965) 

Theory expectations Vroom, Porter and Lawer (1964, 1968) 

Learning theory Bandura (1977) 

Source: Michael Armstrong, Armstrong’s handbook of human resource management, 11th ed., Kogan Page, London, 2009, p.319 

As you notice, there are three kinds of theories of motivation in which: 

• Theories instrumentalnosti belong to the original theory of motivation 

• Theories of content are also in the original theory of motivation 

• Theories are in the process of modern theories of motivation 

Theories instrumentalnosti bazraju the attitude that people are motivated to work through reward and punishment. One of the major theories instrumentalnosti is called. Tejlorizam, which is named after its founder, Taylor, who wrote: 

“It is impossible for any extended period of time, to encourage their employees to work more than others, the ordinary that surround them, if you are not sure to check a large and permanent wage increases.” 

This theory is still widespread and can be successful under certain circumstances. However, its use is ignored other human needs and disturb the relations among the employees. 

Theories of content based on the attitude that people do to meet their needs. As an important aside the following: 

Hierarchy of needs theory (Maslow) – in every human being there are five primary needs that meet the hierarchical order: 

• physiological – food, water, shelter and all. bodily needs 

• security – physical and emotional safety and protection 

• Social – belonging, love, friendship, acceptance by others 

• respect – self-esteem, status in society, recognition of environmental 

• samoaktuelizacija – development and progress, potential exploitation of personal fulfillment and inner satisfaction with them. 

The first two groups are the needs of lower-order and meet the external mechanisms (salary), and the other three were of a higher order and satisfy the internal mechanisms (attitudes, values, expectations). The role has motivatora Unmet needs, which, when it takes satisfy the needs. This theory has not been verified numerous empirical studies and criticized because of too much generalization. Namely, different people have different priorities and it is difficult to accept Maslovljevu hijararhiju needs. 

ERG Theory (Alderfer) predicts three types of basic needs: 

• existential needs – the basic material necessary Poreba every man for life. 

• the need connection – the desire of people for the realization of interpersonal relations 

• development needs – the desire for personal development, training and advancing 

Alderfer abolished the hierarchy of needs and claims that it can simultaneously satisfy multiple needs. When it comes to frustration due to inability to meet the needs on one level, increases the desire to satisfy the needs of another and, often, lower level. 

McClelandova theory of needs, the needs of managerial theory – focuses on three types of needs: 

• need for achievement – striving for success and greater achievements in relation to existing standards. 

• the need for power – the desire for influence and control over others. 

• the need for merging – the desire to be loved and accepted by others. 

This theory assumes that successful managers who have a high need for power and personal success without the desire for merging. 

Two-factor model – Motivation-hygiene theory (Herzberg) – based on the assumption that the individual attitude of employees towards work determines success or failure of work. 

Factors that influence job satisfaction and dissatisfaction are the following: 

• Motivatori – related to the work itself (job, recognition, promotion) and meet the needs of the individual to prove their own. These are the factors that cause lack of satisfaction to those that cause pleasure. 

• Kontestualni factors – factors of working environment, environment, hygiene factors, which act as prevention to prevent dissatisfaction. This is a set of factors than those that cause frustration to those who do not cause dissatisfaction. 

On the positive motivation may affect only the first group, while another can only reduce dissatisfaction, but not increase satisfaction. 

The opposite of satisfaction is not dissatisfaction, but the lack of satisfaction, and vice versa.So, just motivatorni factors contribute to job satisfaction, and only factors contest discontent. 

Theory X and Y (McGregor) – starts from two different assumptions about human nature: the negative X-and Y-positive. 

Theory X – assumes that the behavior of employees Guided needs of lower order. 

• Employees do not like to work and izbjegavaće work whenever possible 

• must be force to work under the threat of punishment 

• avoid responsibility and seek precise directives from their bosses 

• They have little ambition and their safety comes first 

Theory Y – assumes that the behavior of employees Guided needs a higher order: 

• Employees understand the business as a natural need for such leave 

• Dedicated to the tasks and training 

• They are ready to accept responsibility 

• are able to make decisions and they need povjeravati responsible and challenging jobs. 

Theories of the process (the modern theory) focus on the psychological processes that affect motivation. Process theories are certainly more useful to managers of the theories of motivation because it gives concrete instructions for the application of motivational methods. 

The theory of goal setting (Latham and Locke) – motivate employees three mechanisms: 

• Specific and clearly set goal – difficult but achievable attainable, because it is in human nature and the need to prove self. 

• Feedback on achieving set targets – people want to be informed of how well that worked and the results achieved. 

• Participation of employees in setting goals – increases their motivation, efficiency and confidence. 

Equity theory (Adams) – one in the organization expects that efforts to win the same prize as well as his colleagues who performed the same job. 

When employees believe that they made wrong comes to the creation of tension (not so much effort into the entrance of their work as before, consider that spend too much time, give notice). 

 Expectations theory (Vroom, Porter and Lawer) – developed a situational model of motivation that explains why one and the same person makes various efforts in different situations. Vroom argued that there are two factors that determine the effort that employees invest in their work, the first – the value of individual awards that would enable them to meet their needs related to security, autonomy, samoaktuelizaciju, and another – the likelihood that the amount of awards depend, in fact, of individual effort. 

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Porter and Lawer complement this theory and created a new model where the motivation will, in addition to the effort, the final performance of the employees affected and: knowledge and skills and the expected role (what employees want to work and what is expected of them to work). 

Chart 1st Motivation Model – Porter and Lower 

Source: Michael Armstrong, Armstrong’s handbook of human resource management, 11th ed, Kogan Page, London, 2009, p.326 

Learning theory (Bandura) – emphasis is on learning to adapt behavior. Behavior which withdraws the award will be repetitive, and it pulls you avoid penalty. The consequences of past behavior influence the future actions of employees. Model behavior of employees is reflected in the following: a stimulus – response – a result – future reactions. 

             Managers can influence employees to change behavior: support, avoidance, lack of support, or punishing, with respect to some rules: 

• Do not reward all equally, but the performance 

• Clearly tell people what to do to be rewarded 

• Be sure to tell what sins 

• Do not punish the others 

• Be fair. 

3. Employees’ motivation and human resource management 

Link between employee motivation and human resource management best illustrated in the following diagram. 

Chart 3rd The influence of individual effectiveness in human resource management 

Source: Robert Mathis and John Jacson, Human Resource Management, 11th ed, Thomson South-Western, USA, 2008, p.81 

From the individual, negovih knowledge and skills, motivation and support they receive from the company you work for, and the nature of the business depends on the job satisfaction, employee loyalty to the company, productivity, quality and service. 

The above variables are used for measuring the effectiveness of human resource management. 

Namely, if the employee is not motivated enough, it will first be reflected in his performance, then all other variables, so therefore the effectiveness of human resource management be in the lower level, and vice versa. 

4. MOTIVATORI 

Motivatori are things that come to pojedninca activities or methods which can reconcile the conflicting needs or to emphasize a need in the way that it is assigned priority over other needs.

They are the kind of instruments that would strengthen the desire for some achievement, and beyond that to achieve satisfaction, and the means through which to influence the behavior of people. Motivatori most commonly used are: 

• Money 

• Security of employment 

• allocation of interesting tasks 

• The public attribution of merit 

• The possibility of training 

• The possibility of progress 

• Participation in decision-making 

• The quality of working environment 

• self etc.. 

5. Employees’ motivation and leadership 

Using different motivatora to successful motivation of employees in the first row is determined motivacijiskim abilities or samomotivacijom manager. Namely, the concept of motivation is closely linked to the notion of leaders, team leaders, organizations, companies. A leader in 21.v. primarily motivator. Howard Gardner, professor at Harvard in his work, “Leading Minds: An Anatomy of Leadership” defines leaders: 

“The leader is rarely more individuals, or individuals who significantly influence the thoughts, feelings and / or behavior of a large number of individuals.” 

On the other hand, the great leaders of today were not in their positions that they did not have strong enough motivation to constantly improve and successfully build your career. 

One of the greatest leaders of all time, Napoleon Bonaparte was said: 

“Leadership is the art of motivating a group of people to act towards achieving a common goal” 

Leadership = MOTIVATION 

LEADER = motivator 

PART II – employees’ motivation as a factor of success in a hotel INDUSTRY 

“Advance one that gives a little more and a little better.” 

Ellsworth Statler (1863 – 1928) 

One of the founders of hotel industry, Ellsworth Statler, the success achieved by the introduction of standards in their hotels, which could provide better quality services at a reasonable price. He was a great innovator and racionalizator. The first is to realize the importance of hotel staff: their looks (introduced uniforms), behavior (introduced a Code of Conduct) and knowledge (he founded the Foundation for Education of catering professionals and scientists, and financial help today in the world famous university education hotel administration and hotel management “Cornell Hotel School, Itaca, New York). Stimulate the workers, allowing the purchase of shares of any hotel in a certain amount, with the allowance of the salary. 

In addition to the above sentence, which with strong reasons, the author opens his presentation, he often spoke to employees: “The guest is always right! He pays you and me! ” 

It is clear that the hotel industry has developed precisely for reasons to satisfy the needs and desires of the guest and can not in any case to ignore its importance. However the question of whether the guest is still a key link in the hotel in 21.vijeku? 

Let us start from the well-known marketing concepts: 

Needs, requirements, desires and satisfaction of guests in the first place! 

Prove that the set theory valid. 

Hotel is primarily obliging activity and as such has its own specifics that arise from the specific characteristics of services in relation to the products. And they are: 

• intangibility, 

• indivisibility – an integral part of its consumer services, ie. consumer – a guest of the hotel. 

• Kvarljivost – services can not be stored, empty hotel facilities can not be compensated by good or excellent popunjenošću in the following time period. 

• Variability – conditioned by the fact that the subjective factor or a factor crucial for the quality of the man of realization. The service is Neponovljiva, such as the role of actor in theater boards, it can be on the high level of quality that satisfies customers, but never all the elements in the process of delivery and consumption can no longer repeat. Simultaneity consumption and provision of services through the interaction of both sides creates a unique “atmosphere.” 

Psycho-physical characteristics of the service providers can significantly cause satisfaction or dissatisfaction with the consumer, regardless of technical, organizational and technological quality of the service segments. Because of this, the focus quality is transferred to vrÅ¡itelje services, catering and hotel management staff. It is important to determine the quality of standards (rules which determine the elements of quality staff in the hotel: the knowledge, skills, experience, appearance, behavior …). But not enough to meet the standards to achieve competitive advantage in a very turbulent market, what is a tourist. Guest looking for something more! Guest search experience! And this is one of the leading trends that says UNWTO – Change from Service to expirience! Interior, exterior, luxury, luxury, artificial smile … are no longer of crucial importance. The main trump card of successful hotel in 21.v. man. 

Employees are in the hotel, you love your job and you are satisfied with the performance that you provide? Masters the necessary skills and knowledge? As guests, we will see, feel, that to enjoy and of course, be back again, but this time with “hrpom” friends! 

We conclude: 

The guest is satisfied if the providers of content services. 

These reject the thesis that the home needs, requirements, desires and satisfaction RATING in the first place! Already perform a new conclusion: 

Needs, requirements, desires and satisfaction of employees are in the first place. 

And from the above results: 

Satisfied employees = employees motivated? 

And just the motivation of employees is a key factor for success in all spheres of social life and work, especially in idnustriji hotel where guest satisfaction largely depends on the satisfaction of employees in the hotel. Sometimes it is possible and the big technical flaws nadomjestiti beautiful gestures of employees, but the latest and most expensive technology, luxury and grandeur can not nadomjestiti unkindness and “coldness” of the staff will (not) was available during your stay. 

A hotel company to motivate its employees, we will see the following example. 

PART III – practical EXAMPLE 

6.MOTIVACIJA EMPLOYEES AS A FACTOR success HOTEL MAESTRAL 

Is the set theoretical foundation found application in the local hotel industry? 

The answer we seek in the hotel Mistral and also reveal why years ago Hit Montenegro, which owns the hotel, the leading company in the tourist market in Montenegro and beyond. 

Hotel Mistral (hereinafter only the mistral or a hotel) do not have much to present. Just the name tells us a lot. 

Mistral is the son of a very good, very good, the luxury, prestige. Accordingly, you will always be able, during your stay at the hotel, meet many people who have reached their professions so. Top of the pyramid. 

Question: Why? 

• Why, when only the hotel building, its exterior, interior and not “drawn” luxury? 

• Why, when the accommodation units (rooms) in general are not so large that guests can enjoy? 

• Why, when the rooms still no plasma TVs? 

• Why, when all the rooms still have Internet access? 

• Why, when a cup of coffee “exude” more humility than the refinement? 

But the most important issue only follows: 

Why, despite the above, all hotel guests coming back again, even for the same amount of money can get a spacious room, more beautiful towels …? 

Answer: 

Because they are satisfied with experience and “treatment” given to them in the hotel! 

Because unlike other hotels, the hotel Mistral has a “soul.” 

“Soul” Maestral make its employees, whereby it is important to emphasize – all employees of higijeničarke to Executive Director. 

We arrive to a new thesis: 

Guests of the hotel Mistral are satisfied. 

Return to the thesis of the previous section: 

The guest is satisfied if the providers of content services. 

Satisfied employee = motivated employee! 

With certainty we can conclude: 

Staff at the hotel Mistral motivated. 

The aforementioned conclusion shall be taken as a starting point the thesis that the next exposure to be adequately argued. 

7. BUSINESS STRATEGY 

As evidence that the employees, their motivation, but considerations when creating a strategy, defining the vision, mission and strategic goals, the next presentation will be separated only fragments of importance for this work. 

Business idea of the company as follows: 

“With knowledge, marketiÅ¡kim thinking and professional approach we offer a high level of service and make good business results in the hotel complex, which allows our guests accommodation, dice, entertainment, recreation, enogastronomske pleasures and good conditions for business activities.” 

Objectives and plans of the hotel were based, and today is based, among others the following setting: 

• attractiveness, innovation, expertise, kindness, and create nadstandarnom offer the advantage ahead of the competition and achieve the return of guests 

One of the very high goals and requirements that the company has set before him as follows: 

• the company offers full-time staff employment, adequate wages, the possibility of development, education, training and career 

High standard and the company has set a vision and high expectations of the management company and some of them are: 

• Hotel Mistral house will be satisfied, creative, motivated and professionally competent staff, which will continually increase revenues, value additions and visit hotels. 

• Hotel Mistral will represent one of the pearls of the tourist offer of Montenegro and as such would represent an example of successful investments in tourism to the satisfaction of owners, employees, narrower and wider community. 

In accordance with the above specified, the company is set by among others the following strategic objectives: 

• permanent investment in staff development (knowledge, motivation, affiliation) 

8. COMPANY ETHICS 

Nowadays the competitiveness of the organization, its reputation, and thus its business success are inseparable from ethics. It can be said that ethics is the foundation of successful companies and management that relies on trust. Companies in which the rule of justice and fairness are often companies that respect ethical principles. A way that employees see a significant impact on the fairness of the organization. Sense of fairness is associated with greater commitment to employees, the higher degree of satisfaction, which is based on the organization, business, leaders, and conduct that reflects a sense of belonging to the company.

This company is exactly Hit Montenegro. Mistral its reputation gained primarily fostering the right values and good application of the Code of Ethics. 

It may sound contradictory, if we note that the largest part of the profits from the casino collected mistral. But I do not need much pojaÅ¡njavati. Ask one why casino players will soon decide to invest their money in Maestralov casino, and not in another, perhaps better equipped. 

The answer lies in business ethics, codes of ethics and employees who implement. 

Working in such an environment, where you know you will not mislead anyone, where all will be “as clear as day,” is really a big driver of your energy, you surely will not spare to spend in the job at hand. 

9. Strict LABOR LAW 

Professionalism in the hotel Mistral is reflected, inter alia, in strict compliance with the law on paper. It can happen that you start work, and that you are not previously signed a contract with the employer. 

Fasciniraće you the following story from practice: Seasonal worker came fully prepared, just in time to his position for the first time. That day was supposed to sign the contract. Through the half-hour lawyer appeared with the words: “Excuse me please, now I saw that the director did not sign a contract, and is absent. Can you come tomorrow he comes today and the contract will be ready in the morning? Sorry again, but I think it’s wrong to do, and do not have a signed contract, you agree? Of course. ” 

The said employee is satisfied on the first day that really work for professionals, as his nagovjeÅ¡tavali earlier. 

Further. 

• Iplata monthly benefits to all employees every fifteenth of the month. Deviations were not, and there’s not likely that delayed payments to employees or not that month, expressed with one decimal digit, is 0.1%. 

• Uračunaće you and overtime work, night work, work during the holidays, work on Sundays.You and paid travel expenses and meals at the hotel. 

• If you are a seasonal worker, you will be provided accommodation in nearby hotels. 

• Paid you life and health insurance. 

• Business book you filled and safe. 

• You have two free days a week and the right to annual leave and the right to paid sick leave. 

• All your rights foreseen by the law on work, safety and employment contract have been met at every opportunity. 

Složićete is that rare company in Montenegro, especially in the hotel, which apply this system work, which, logically, employees fully responsible. And this is one more reason to stay in Maestral and not iznevjere trust. 

10. Fee and gratuity 

Results of the survey, which was conducted a few years ago one of the employees in the hotel Mistral, showed that approximately 70% zaposelnih declared that their main motive for work is not salary. 

However, should podcijenjivati importance of monetary compensation. Bearing in mind that the hotel has a high occupancy rate throughout the year, and that primarily comes to the casino hotel, the hotel employees are well paid, which gives a good basis for the investment of additional effort and better results. 

Wages are not only monetary income of employees in the hotel. From two to three times a year all employees have a raise, as a form of additional stimulus. 

If your job requires direct contact with guests, it is quite certain that you will leave a tip, which can sometimes be higher than your monthly salary. It is understood that you will not get a tip if you have left a negative impression on the guests, whether your neljubaznošću or non-professionalism. But, as you care to maintain good relations with colleagues, you share tips.This is one of nepisanih rules and actually proved successful in practice. At the end of the day you and your associates happy. 

11. OTHER BENEFITS 

Public represents an important part of almost every employee compensation and they are determined as indirect monetary or non-pecuniary compensation that employees receive because they continue to work for the company. The financial compensation was the word in the previous chapter, and that all the Mistral provides more benefits to their employees we will see from the next exposure. 

The last two years for the new year, all employees had the opportunity to do a certain period of use by one Thai massage. All employees have certain discounts at partner hotels, Montenegro Airlines. Fee in the union, two times a year to receive “packages” with food. Union also provides benefits in some hotels during the winter / summer months. 

12. STAND MANAGER TO EMPLOYEES 

Peter Drucker says, “They are not workers, they are people.” A manager should be treats people with dignity is respect. 

Already during the introduction to your superiors conclude that the word of professionals who know their job well and who is ready to help and to teach. Through a friendly conversation, in his office, in the conference room or an aperitif in the bar, we introduce the vision, m