THE SATISFACTION OF EMPLOYEES ON HOTEL INDUSTRY

A STUDY ON HOTEL BONANZA, ALAPPUZHA

Project report submitted to University of Kerala in partial fulfilment of the

requirement for the award of the degree of Bachelor of Commerce

Submitted by:

Name of the Student Candidate Code

1) ANANDU SAJI 33815149006
2) ATHULYA A 33815149007
3) FIRDOUS N 33815149013
4) NIRMALA LAWRANCE 33815149025
5) SUHAIL SALIM 33815149034

Examination Code: 33815601

Subject Code: TT 1644

Under the guidance of

MR.ABY EMMANUEL LOPUS
Assistant Professor
Department of Commerce

MAR GREGORIOS COLLEGE OF ART AND SCIENCE,

PUNNAPRA, ALAPPUZHA
MARCH 2018
THE SATISFACTION OF EMPLOYEES ON HOTEL INDUSTRY
A STUDY ON HOTEL BONANZA, ALAPPUZHA
 DECLARATION

We hereby declare that this project report entitled ‘THE SATISFACTION OF

EMPLOYEES IN HOTEL INDUSTRY– A STUDY ON HOTEL BONANZA,
ALAPPUZHA’ is exclusively a project work carried out by us under the guidance &
supervision of Mr. ABY EMMANUEL LOPUS, Assistant Professor , Department of
Commerce, Mar Gregorios College, Punnapra. We further declare that no part of it has
previously formed the basis for the award of any Degree, Diploma or Fellowship of any
other University or similar institutions or to any person.

Place: Punnapra

Date: 28/03/2018

ANANDU SAJI

ATHULYA A

FIRDOUS N

NIRMALA LAWRANCE

SUHAIL SALIM
 CERTIFICATE

This is to certify that this is a bonafide record of project work entitled, “THE
SATISFACTION OF EMPLOYEES ON HOTEL INDUSTRY – A STUDY ON
HOTEL BONANZA, ALAPPUZHA” done by Suhail Salim, Firdous N, Anandu
Saji, Nirmala Lawrance, Athulya A. In partial fulfillment of the requirement for the
award of the degree of B.Com Commerce with Travel And Tourism of the University
of Kerala during the academic year 2015-2018 under my guidance and supervision.

Place: Punnapra
Date: 28/03/2018 Mr. Aby Emmanuel Lopus BHM,MBA
Assistant Professor
Department of Commerce

Dr. Latha K. M.Com, M.Phil, Ph.D.

Head of Department of Commerce
 ACKNOWLEDGEMENT

With a grateful heart we first and foremost would like thank GOD, almighty for
invisible guidance and blessings without which the successful completion of this study
would have only a dream.

We take this opportunity to express our deep and profounded sense of gratitude to
Mr. ROPESH (General Manager) for allowing us to do the project in their esteemed
concern, Hotel Bonanza. We are also grateful to the entire staff for cooperation and
suggestions in completion of the project.

We also thankful to Professor Cherian Alexander (principal), Dr. Latha K. (Head

of Department of Commerce), Mr. Aby Emmanuel Lopus (faculty guide) and all
other staff members of Mar Gregorios college of Art and Science for their valuable
suggestions and cooperation while doing the project work.
Finally we are thankful to our parents and friends for the constant support and
inspiration in this project

ANANDU SAJI

ATHULYA A

FIRDOUS N

NIRMALA LAWRANCE

SUHAIL SALIM
 CONTENTS

CHAPTER TITLE PAGE

NO:
LIST OF TABLES
LIST OF FIGURES
1 INTRODUCTION
Introduction
1.1 Review of Literature
1.2 Statement of the Problem
1.3 Need and Significance of the study
1.4 Scope of the Study
1-9
1.5 Objectives of the Study
1.6 Research Methodology
1.7 Limitations of the Study
1.8 Presentation of the study

2 EMPLOYEES JOB SATISFACTION IN HOTEL 10-20

INDUSTRY - AN OVERVIEW
3 SATISFACTION OF EMPLOYEES IN HOTEL
INDUSTRY– A STUDY ON HOTEL BONANZA,
21-31
ALAPPUZHA
4 DATA ANALYSIS AND INTERPRETATIONS 32-53
5 FINDINGS, SUGGESTION AND CONCLUSION 54-59
BIBLIOGRAPHY
APPENDIX
 LIST OF TABLES
Table No. Description Page No.
3.1 Seating style 24

3.2 Hotel information 25

3.3 Tariff of Hotel Bonanza 26

3.4 Number of Rooms and Types 27

4.1 Respondents 34

4.2 Age of respondents 35

4.3 Marital Status 36
4.4 Designation of the respondents 37

4.5 Nationality of respondents 38

4.6 Service period of employee 39

4.7 Level of satisfaction towards management 40

policies
4.8 Opinion about the remuneration 41

4.9 Payment for overtime 42

4.10 SWOT analysis 43

4.11 Level of satisfaction of working 44

environment by management

4.12 Rate about the shift arrangements 45

4.13 Work in night shifts 46

4.14 Reason for night shifts 47

4.15 Affect any accident while working in the 48

organisation
4.16 First aid equipment and safety assistance 49

4.17 Level of satisfaction towards committee 50

that deals safety measures

4.18 Experience about considering ideas and 51

suggestion
4.19 Level of satisfaction towards present job 52
4.20 Level of satisfaction towards ESI scheme 53
 LIST OF FIGURES
Table No. Description Page No.
2.1 Job satisfaction theories and models 16

3.12 Organisational chart 30

3.13 Route map 31

4.1 Respondents 34

4.2 Age of respondents 35

4.3 Marital Status 36

4.4 Designation of the respondents 37

4.5 Nationality of respondents 38

4.6 Service period of employee 39

4.7 Level of satisfaction towards management 40

policies
4.8 Opinion about the remuneration 41

4.9 Payment for overtime 42

4.10 SWOT analysis 43

4.11 Level of satisfaction of working 44

environment by management

4.12 Rate about the shift arrangements 45

4.13 Work in night shifts 46

4.14 Reason for night shifts 47

4.15 Affect any accident while working in the 48

organisation
4.16 First aid equipment and safety assistance 49

4.17 Level of satisfaction towards committee 50

that deals safety measures

4.18 Experience about considering ideas and 51

suggestion
4.19 Level of satisfaction towards present job 52
4.20 Level of satisfaction towards ESI scheme 53
\

CHAPTER 1
INTRODUCTION

1
 INTRODUCTION

India is a country blessed with human resources. Employees

working in various sectors of the economy contribute much to the development of our
nation. Employee’s moral and industrial pieces are linked with proper maintenance of
discipline and job satisfaction. Without job satisfaction no enterprise or person will
prosper. It seems eminently logical that a happy employee is a better employee who
is of the defined as a more a productive employee. Creating job satisfaction is an
integrated approach permeating through every aspect of the organisation. The
organisation must make sure that, its employees are satisfied and well looked after. So
the management should adopt well defined policies and procedures in order to achieve
job satisfaction.

In an organization satisfaction of workers means a workforce that is motivated and

committed to high quality performance. There, are various components limit arc
considered to be vital to employee’s satisfaction. There are pay promotion, benefits,
supervise to co-workers, work condition, communication, safety, productivity and the
work itself. Each of these factors, figures into an individual's satisfaction differently.
One might think pay is considered to be the most important in employee satisfaction,
although this has not been found to be true. Employees are more concerned with
working in an environment they enjoy. To the employees satisfaction brings a
pleasurable emotional state that often leads to a positive work attitude of satisfied
worker is more likely to be creative, flexible, innovative and loyal.

Job satisfaction represent one of the most complex areas facing today’s managers
when it comes to managing their employees. Many studies have demonstrate an
unusually large impact on the job satisfaction on the motivation of workers, while the
level of motivation has an impact on productivity, and hence also on performance of
business organisation. There is a considerable impact of the employee’s perceptions
for the nature of his work and level of overall job satisfaction. All individual do not
derive the same degree of satisfaction through they perform the same job in the same
job environment and at the same time. Thus all those factors which provide a fit among
individual variable, nature of job and situation variable determine the degree of job
satisfaction.
2
Job satisfaction may be favourable or unfavourable according to the employees view
towards job. It has been observed that the employees dissatisfaction with certain
conditions cause serious individual problems and on the goals or productivity. Hotel
Bonanza is one of the well established hotel industry. In this project we made an
attempt to ascertain the job satisfaction level achieved by employees in Hotel
Bonanza.

1.1 REVIEW OF LITERATURE

A literature review is a search and evaluation of the available literature in

given subject. It documents the state of the art with respect to the subject. A literature
review may consist of simply a summary of key sources. The purpose of literature
review is to establish a theoretical framework for subject area. There are various
source of literature review such as book, online articles, magazines, newspaper etc.

One of the most popular and researched measures of job satisfaction is the Job
Descriptive Index (JDI). “The JDI is a 72-item adjective checklist type questionnaire
developed by Smith, Kendall, and Hulin in 1969” (Gregson, 1991). This measure basis
itself on five facets of job satisfaction. The first facet is the work itself, satisfaction
with work itself is measured in terms of the core job characteristics such as autonomy,
skill variety, feedback, task identity, and task significance (Hackman & Oldham,
1975). Supervision, the second facet, is measured in such ways as how supervisors
provide feedback, assess employee’s performance ratings, and delegate work
assignments.

George (2008) job satisfaction is the collection of feeling and beliefs that people have
about their current job. People’s level of degrees of job satisfaction can range from
extreme satisfaction to extreme dissatisfaction. In addition to having attitudes about
their jobs such as the kind of work they do, their co-worker, supervisors or
subordinates and their pay.

3
Other research indicates that customer satisfaction and loyalty are excellent predictors
of Profitability... the strongest predictors of customer satisfaction: employees’ general
satisfaction with their jobs and employees’ satisfaction with their work/life balance”
(McDonald & Hutcheson, 1999). Again it’s important to note that job satisfaction is
subject to change. “Results of studies comparing differences between age groups and
level of job satisfaction report an increases in job satisfaction with age” (Osipow,
1968).

According to Spectra (1997) job satisfaction has to do with the way how people feel
about their job and its various aspect. It has to do with extend to which people like or
dislike their job that is why job satisfaction can appear in any given work situation.
Cranny, Smith & Stone (1992), It is an important source of satisfaction because it
provides a potential source of self-esteem as well as the generic opportunity for
anything money can buy (Brockner, 1988). Obviously satisfaction with pay is
measured primarily by current income but also by opportunities for salary increases.
Promotion is the final facet and the one that the JDI explicitly assesses how
perceptions about the future can affect job satisfaction.

Another popular and highly researched measure of job satisfaction is the Minnesota
Satisfaction Questionnaire (MSQ). “These instruments were designed for use with
adult career counselling clients with work experience. They are particularly useful for
clients that might be called “career changers,” that is, adults with considerable work
experience in one or more chosen occupations who are dissatisfied with their work
and remain undecided about their career future” (Thompson & Blain, 1992).

A study conducted in Europe, Asia, Africa, and the Americas reported similarities
among workers. “10,339 workers were surveyed across 10 European countries,
Russia, Japan, and the United States. Researchers consistently identified the same top
five key attributes in a job: ability to balance work and personal life, work that is truly
enjoyable, security for the future, good pay or salary and enjoyable co-workers.
Across the four major geographic regions studied, workers specifically emphasized
the importance of potential advancement and the opportunity to build skills as a way
to maintain employability and job security” (Yankelovich Partners, 1998).

4
Hop pock (1997) defined “job satisfaction as any combination of psychological and
environmental circumstances that cause person truthfully to say I am satisfied with
my job”. According to this approach although job satisfaction is under the influence
of many external factor, it remains something internal that has to do with the way have
the employee feels. That is job satisfaction present a set of factor that causes a feeling
of satisfaction.

Raghunatha Reddy and Krishna Sudheer (2011) studied the employee involvement
and job satisfaction in Indian corporate sector. This study meant to find out the
employees attitude towards job satisfaction and job involvement. The findings of the
study shows that the managerial level of employees has low level of satisfaction and
engineers have low level of job involvement and supervisors have low level of
commitment towards the organisation.

1.2 STATEMENT OF THE PROBLEM

The study of employee satisfaction in hotel industry is never done in Hotel Bonanza
before. When trying to motivate workers, managers often forget that the desire to do
the job must come from within the employee. The manager can set the stage for
motivation to happen, but cannot force motivation to occur. Customer satisfaction
only through employees. So employees should be motivated to provide customer
satisfied. What managers can do is to take employee desires into account and to create
an environment where employee satisfies with it. In this way, employee can work
happy then deliver good service for customers. Doing survey of employee satisfaction
can get to know their demand in hotel industry.

5
 1.3 NEED AND SIGNIFICANCE OF THE STUDY
Employee satisfaction is related with customer satisfaction and employee performance
in hotel. Though hotel operators in the South Asia begin to attach importance to
employee satisfaction, in South India, this issue is being treated as important.
Knowing employee satisfaction in Alappuzha’s hotel industry can lead to improve the
service quality in Alappuzha. This study focuses on The Bonanza Hotel Alappuzha,
With Kerala’s culture background, The Bonanza Hotel Alappuzha developed its own
business culture and personnel management. This study is to know about employee’s
satisfaction on various departments in the hotel Bonanza. From the view of both sides,
can notice managers in hotel that employee demand. Also try to help hotel operator
build better working environment for employee. On the other side, this study also can
give hotel operators in Alappuzha some ideas to improve their hotels.

1.4 SCOPE OF STUDY

The study aims to understand the employee satisfaction in Bonanza Hotel, Alappuzha
which covers the various working schedule, remuneration, developing overtime
allowance, work freedom, job position, night shifts etc.,.. The scope is to understand
the employee’s satisfaction. The study is conducted at Bonanza Hotel, Alappuzha
covering 30 employees and data collected based on the questionnaire prepared.
The backbone of the employee satisfaction is respect for
workers and job they perform. And easy revenue for employee to discuss problems
with upper management should be maintained and carefully monitored. The study was
done to know the employee satisfaction in Bonanza Hotel. Employee are backbone of
every organization, so the Organization should consider a lot the employee should be
motivated and satisfied. So that they can work more and hence to reach the
organization to the top.

6
 1.5 OBJECTIVES OF THE STUDY
1.5.1 PRIMARY OBJECTIVE
 The primary objectives of the research is to find employees satisfaction level of the
organisation
1.5.2 SECONDARY OBJECTIVE
 To access the general attitude of the employees towards the Hotel Bonanza.
 To understand the problem of the employees in the working condition.
 To know the opinion of employees of their work place, pay and benefits.

1.6 RESEARCH METHODOLOGY OF THE STUDY

1.6.1 The study is descriptive in nature. Both primary and secondary data have been
used for the project.

(a) Primary Data:

 The primary data was collected through distribution of questionnaires to the
employees at Hotel Bonanza, Alappuzha.
(b) Secondary Data:
 The secondary data was collected from text books, organizational record, brochures,
and website of the company.

1.6.2 Sample design:

Sampling is a unique technique used to collect data about a pertinent problem under
the study. In deciding the sampling units, sampling frame, sampling size, sampling
area and the sampling technique have been considered. Population of the study covers
the employees of Hotel Bonanza, Alappuzha. The method of sampling adopted was
convenience sampling. The total number of sample taken for this study is 30.

1.6.3 Tool taken for data collection

The main tool used for data collection is structured questionnaire, which has been
distributed among the employees.
7
 1.6.4 Representation of data

Representation of data are tables, charts, diagrams & graphs.

1.6.5 Tool taken for analysis of data

The processed data is analysed by using simple mathematical tool percentage.

Microsoft office is mainly used for entering and analysing data. M S Word 2013 is
used for preparing the project and analysing the data and preparing charts and graphs.

1.7 LIMITATION OF THE STUDY

 The data collected for sample size is restricted to 30 due to lack of employees in
hotel
 This is subjected to the basis and prejudices of the respondents, hence 100% of
accuracy cannot be assured.
 The findings are based on the answers given by the employees, so any error or bias
may be affect the validity of the finding.

8
 1.8 PRESENTATION OF THE STUDY
This project report is presented in five chapters.

CHAPTER 1 - INTRODUCTION: - Which contains a description about problem

under study, need and significance, scope, objective, research methodology of data
collection, limitation of the study, chapterisation and review of literature.

CHAPTER 2 - EMPLOYEES JOB SATISFACTION IN HOTEL INDUSTRY -

AN OVERVIEW: - Provides an overview of employee job satisfaction.

CHAPTER 3 – SATISFACTION OF EMPLOYEES IN HOTEL INDUSTRY–

A STUDY ON HOTEL BONANZA, ALAPPUZHA: - Contains a detailed profile
about Bonanza hotel, Alappuzha.

CHAPTER 4 - DATA ANALYSIS AND INTERPRETATION: - Aims at

analysing the data collected through the structured questionnaire and interpreted by
using simple statistical methods.

CHAPTER 5 - FINDINGS, SUGGESTION AND CONCLUSION: - Carries a

summary of major findings of the study that are derived from the primary data,
suggestions for improving the facilities provided and the conclusion.

9
 CHAPTER 2
EMPLOYEES JOB SATISFACTION IN HOTEL
INDUSTRY – AN OVERVIEW

10
 EMPLOYEES JOB SATISFACTION IN HOTEL INDUSTRY -
AN OVERVIEW

INTRODUCTION TO HOTEL INDUSTRY

One of the fastest growing sector of the economy of our time is the hotel industry. The
hotel industry alone is a multi-billion dollar and growing enterprise. It is exciting,
never boring and offer unlimited opportunities. The hotel industry is diverse enough
for people to work in different areas of interest and still be employed within the hotel
industry. This trend is not just in India, but also globally.

Modern hotels provide refined services to their guests. The customers or guests are
always right. This principle necessitated application of management principle in the
hotel industry and the hotel professionals realized the instrumentality of marketing
principles in managing the hotel industry.

The concept of total quality management is found getting an important place in the
marketing management of hotels. The emerging positive trends in the tourism industry
indicates that hotel industry is like a reservoir from where the foreign exchange flows.
This naturally draws our attention on HOTEL MANAGEMENT. Like our industries,
the hotel industry also needs to explore avenues for innovation, so that a fair blending
of core and peripheral services is made possible. It is not to be forgotten that the
leading hotel companies of the world have been intensifying research to enrich their
peripheral services with the motto of adding additional attractions to their service mix.
It is against this background that we find the service mix more flexible in nature.
The recruitment and training programmes are required to be developed in the face of
technological sophistication. The leading hold companies have been found promoting
an ongoing training programme so that the personal come to know about the use of
sophisticated communication technologies.

11
EMPLOYEE SATISFACTION

To increase employee satisfaction, many companies will have mandatory survey or

face to face meeting either employees to gather information. Both of these tactics have
pros and cons and should be choose carefully. Surveys are often annoying allowing
workers more freedom to be honest without fear. Interview with company
management can feel intimating but if done carefully can let to workers know their
voice has been heard and their concern addressed by those in changes. Surveys and
meetings can truly got the center of data surrounding employee satisfaction and can
be great tools to identify specific problems leading to lowering morale.

Many experts believe that one of the best ways to maintain employee satisfaction is
to make workers feel they are part of the family or team. Holding Office Events such
as parties and group outings can help close bonds among workers. Many companies
also participate in team building retreats that are designed strengthen the working
relationship of the employers in the non-working related settings. Company trips, pain
ball wars and guided back parking trips are versions of this type of team building
strategy, with which many employees have founded success.

Of course, few will not experience a boost in morale after receiving more and many
raises and bonuses can seriously affect employee satisfaction and should be given
when possible. Yet money cannot solve all morale issues and of a company with wide
spread problems for workers cannot improve their overall improvement, a bonus may
be quickly forgotten as daily stress of an unpleasant job continuous to mount.

If possible, provide amenities to your workers to improve morale. Make sure they
have a comfortable, learn, break, rooms which basic necessities such as a running
mates keep facilities such as clean bathroom stocked with supplies. While
professionalism is necessary for most business allowing workers to keep family
photos or small trinkets on their desk can make them fed more comfortable and nested
at their workstation. Basic consideration like these can improve employee satisfaction,
as workers will fed well asked for by their employers.

12
The backbone of employee satisfaction in respect for workers and the job they
perform. In every interaction with management, employees should be treated with
courtesy and interest. In easy avenue for employers to discuss problems, with upper
management should be maintained and carefully monitored. Even if management
cannot meet all the demands of employees. Showing workers that they are being heard
and putting honest dedications into compromising will often help to improve morale.

MEANING
Employee satisfaction is a measure of how happy workers are with their job and
working environment. Keeping morale high among workers can be tremendous
benefit to any organization, as happy workers will be likely to benefit to any company.
There are many factors for maintaining high employee satisfaction, which wise
employers would do will to implement.

DEFINITION
According to the FIELD MAN AND ARNOLD, “job satisfaction is the amount of
overall positive affect or feelings that individual have towards their job”

According to STATT, “job satisfaction can be defined also an the extent to which a
worker is content which the reward he or she gets out of his job, particularly in terms
of intrinsic motivation”

According to KEITH DAVIS AND NEW STROM, “job satisfaction is the set of
favourable or unfavourable feelings with which employees view their work”

According to E.A.LOCKE, “job satisfaction is a pleasurable or positive emotional

state resulting from the appraisal of one’s job or job experience”

According to KALISKI, “job satisfaction is the key ingredient that leads to

recognition, income, promotion and achievements of other goals that lead to a feeling
fulfilment”

13
 IMPORTANCE OF EMPLOYEE SATISFACTION

Purpose or benefits of employee satisfaction include as following,

 Enhance employee retention.

 Increase productivity.
 Increase customer satisfaction.
 Reduce turnover, recurring and training cost.
 Enhance customer satisfaction and loyalty.
 Energetic employers.
 Improve team work.
 Higher quality products and or services due to more competent, energized
employees.

ORGANISATIONAL DEVELOPMENT FACTORS

 Brand of organization in business field and comparison with leading competitor.
 Mission and vision of organization.
 Potential development of organization.

POLICIES OF COMPENSATION AND BENEFITS FACTORS

 Wages and Salary
 Benefits
 Rewards and Penalties

14
 ORGANISATIONAL VARIABLES
 Supervisions: - Employees oriented or considerate supervisors who take personal
interest in their subordinates and display friendship, mutual trust respect and warmth,
have been found to have subordinates who are relatively more satisfied with their jobs.
This satisfaction with leadership behaviour of the supervisor results in relatively low
turnover rates, grievances and absenteeism.

 Job content: - Job content factor such as achievement, recognition, advancement

responsibility and the work itself tend to create dissatisfaction. On the other hand,
unfavourable job content factors such as supervision, working conditions etc.

 Working condition: - Working particularly physical work environment, like

conditions of work place and associated facilities for performing the job determines
job satisfaction.

 Specialization: - Specialization has no doubt resulted in greater efficiency, but it has

also contributed to dissatisfaction. Repetitiveness of task is found to be boring and
monotonous to workers.

 Occupational level: - A large number of research studies have shown that there is a
positive relationship between the levels of hierarchical status of a person and his job
satisfaction. It is because of the fact that positions at higher level are generally better
paid and require less physical effort.

 The Working Group: - As observed by mayo, man’s desire to be continuously

associated in work with his follows is strong, if not the strongest human
characteristics. People seek satisfaction of their social and psychological needs in
interaction with others in a group situation. Isolated workers dislike their jobs. Intense
noise and lack of opportunity for conversation among workers adversely affect their
job satisfaction.

 Equitable rewards: - The type of linkage that is provided between job performance
and rewards determine the degree of job satisfaction.
15
 Superior-Subordinate Communication: - Superior-Subordinate Communication is
an important influence on job satisfaction in the work place. The way in which
subordinate perceive supervisors behaviour can positively or negatively influence job
satisfaction. Individuals who dislike and think negatively about their supervisor are
less willing to communicate or have whereas individual who like and think positively
of their supervisor are more likely to communicate and are satisfied with their job and
work environment.

JOB SATISFACTION THEORIES AND MODELS

Figure NO: 2.1

AFFECT
THEORY

JOB
DISPOSITIONAL
CHARACTERISTI
APPROACH
CS MODEL

TWO-FACTOR
THEORY EQUITY
(Motivator- THEORY
hygiene theory)

DISCREPANCY
THEORY

16
Affect theory
Edwin A. Locke’s Range of Affect Theory (1976) is arguably the most famous job
satisfaction model. The main premise of this theory is that satisfaction is determined
by a discrepancy between what one wants in a job and what one has in a job. Further,
the theory states that how much one values a given facet of work (e.g. the degree of
autonomy in a position) moderates how satisfied/dissatisfied one becomes when
expectations are/aren’t met. When a person values a particular facet of a job, his
satisfaction is more greatly impacted both positively (when expectations are met) and
negatively (when expectations are not met), compared to one who doesn’t value that
facet. To illustrate, if Employee A values autonomy in the workplace and Employee
B is indifferent about autonomy, then Employee A would be more satisfied in a
position that offers a high degree of autonomy and less satisfied in a position with
little or no autonomy compared to Employee B. This theory also states that too much
of a particular facet will produce stronger feelings of dissatisfaction the more a worker
values that facet.
Dispositional approach
The dispositional approach suggests that individuals vary in their tendency to be
satisfied with their jobs, in other words, job satisfaction is to some extent an individual
trait. This approach became a notable explanation of job satisfaction in light of
evidence that job satisfaction tends to be stable over time and across careers and
jobs Research also indicates that identical twins raised apart have similar levels of job
satisfaction.
Equity theory
Equity Theory shows how a person views fairness in regard to social relationships
such as with an employer. A person identifies the amount of input (things gained)
from a relationship compared to the output (things given) to produce an input/output
ratio. They then compare this ratio to the ratio of other people in deciding whether or
not they have an equitable relationship. Equity Theory suggests that if an individual
thinks there is an inequality between two social groups or individuals, the person is
likely to be distressed because the ratio between the input and the output are not equal.

17
 For example, consider two employees who work the same job and receive the same
pay and benefits. If one individual gets a pay raise for doing the same work as the
other, then the less benefited individual will become distressed in his workplace. If,
on the other hand, both individuals get pay raises and new responsibilities, then the
feeling of equity will be maintained.

Other psychologists have extended the equity theory, suggesting three behavioural
response patterns to situations of perceived equity or inequity (Huseman, Hatfield, &
Mile, 1987; O'Neil & Mone 1998). These three types are benevolent, equity sensitive,
and entitled. The level by each type affects motivation, job satisfaction, and job
performance.
1. Benevolent-Satisfied when they are under-rewarded compared with co-workers
2. Equity sensitive-Believe everyone should be fairly rewarded
3. Entitled-People believe that everything they receive is their just due

Discrepancy theory
The concept of discrepancy theory is to explain the ultimate source of anxiety and
dejection. An individual who has not fulfilled his responsibility feels the sense of
anxiety and regret for not performing well. They will also feel dejection due to not
being able to achieve their hopes and aspirations. According to this theory, all
individuals will learn what their obligations and responsibilities are for a particular
function, and if they fail to fulfil those obligations then they are punished. Over time,
these duties and obligations consolidate to form an abstracted set of principles,
designated as a self-guide. Agitation and anxiety are the main responses when an
individual fails to achieve the obligation or responsibility. This theory also explains
that if achievement of the obligations is obtained then the reward can be praise,
approval, or love. These achievements and aspirations also form an abstracted set of
principles, referred to as the ideal self-guide. When the individual fails to obtain these
rewards, they begin to have feelings of dejection, disappointment, or even depression.

18
 Two-factor theory (motivator-hygiene theory)

Frederick Herzberg’s two-factor theory (also known as motivator-hygiene theory)

attempts to explain satisfaction and motivation in the workplace. This theory states
that satisfaction and dissatisfaction are driven by different factors – motivation and
hygiene factors, respectively. An employee’s motivation to work is continually related
to job satisfaction of a subordinate. Motivation can be seen as an inner force that drives
individuals to attain personal and organizational goals (Hoskinson, Porter, & Wrench,
p. 133). Motivating factors are those aspects of the job that make people want to
perform, and provide people with satisfaction, for example achievement in work,
recognition, promotion opportunities. These motivating factors are considered to be
intrinsic to the job, or the work carried out. Hygiene factors include aspects of the
working environment such as pay, company policies, supervisory practices, and other
working conditions.

Job characteristics model

Hackman & Oldham proposed the job characteristics model, which is widely used as
a framework to study how particular job characteristics impact job outcomes,
including job satisfaction. The five core job characteristics can be combined to form
a motivating potential score (MPS) for a job, which can be used as an index of how
likely a job is to affect an employee's attitudes and behaviours. Not everyone is equally
affected by the MPS of a job. People who are high in growth need strength (the desire
for autonomy, challenge and development of new skills on the job) are particularly
affected by job characteristics. A meta-analysis of studies that assess the framework
of the model provides some support for the validity of the JCM.

POLICIES OF COMPENSATION AND BENEFITS FACTORS

 Wages and Salary
 Benefits
 Rewards and Penalties

19
 PROMOTION AND CAREER DEVELOPMENT FACTORS
 Opportunities for promotion.
 Training program participated or will do.
 Capacity of career development.

WORK TASK FACTORS

 Quantity of task.
 Difficult level of task.

RELATIONSHIP WITH SUPERVISORS FACTORS

 Level of coaching
 Level of assignment for employee.
 Treatment of Employee etc.

WORKING CONDITION AND ENVIRONMENT FACTORS

 Tools and equipment.
 Working methods.
 Working environment.

CORPORATE CULTURE FACTORS

 Relationship with co-workers.
 Level of sharing etc...

20
 CHAPTER 3
SATISFACTION OF EMPLOYEES ON
HOTEL INDUSTRY– A STUDY ON HOTEL
BONANZA, ALAPPUZHA

21
 SATISFACTION OF EMPLOYEES IN HOTEL INDUSTRY– A STUDY ON
HOTEL BONANZA, ALAPPUZHA

3.1 ABOUT BONANZA

Hotel Bonanza Alleppey is business & leisure hotel with a 4 Star specification, the
Hotel is a beautifully appointed, centrally located, people friendly hotel that has made
a practice of exceeding expectations of guest. The Hotel combines great ambience
with impeccable personalized service. We are driven by our Philosophy of "Building
Relationships" with our guests with service that anticipates and fulfils your smallest
needs.
Referred to as the Venice of the East, Alappuzha has always enjoyed an important
place in the maritime history of Kerala. Today, it is famous for its boat races,
backwater holidays, beaches, marine products and coir industry. Alappuzha beach is
a popular picnic spot.

3.1.1 Logo -

BONANZA, which stands for a situation which creates a sudden increase in wealth,
good fortune, or profits.

3.1.2 Tagline
“Rise above expectations it is our tagline, our motto, our principle, our mantra, our
practice. It is the way of life at Hotel Bonanza”

3.2 BONANZA ALLEPPEY OPERATIONAL ACTIVITIES AND FACILITIES

Bonanza Alleppey
Bonanza Alleppey, is business & leisure hotel in alleppey. It is established in July 13,
2015. It is located at NH 47, Main Road, Paravoor Junction, Alappuzha. Hotel spread
across 32000 Sq. Feet Hotel is a beautifully appointed, centrally located, people
friendly 4 star business/Leisure hotel that has made a practice.
22
 Bonanza Alleppey offers a warm and friendly stay. They provide guest with free high-
speed wireless internet access, costly beds for a relaxed and restful stay, 24×7 coffee
shop this ambience will provide the relaxation, the flexible spaces allow for multiple
floor configurations from small groups to large banquets for private and secure
meetings, the conference centre with spacious and flexible space a state-of-the-art
sound and light system. The staff is well-aware of the hotel’s amenities and services,
and provides good direction and proper information to the guest whenever required.

3.3 CONNECTIVITY:

Bonanza Alleppey is located at NH 47, Main Road, Paravoor Junction,

Alappuzha, and Nearest Railway Station: 5 km from Alappuzha town.
Nearest Airport: Cochin International Airport, about 87 km from Alappuzha town.
Nearest Main Shopping Centre: 5 km from Alappuzha town.

3.4 MICE

Meetings, Incentives, Conventions, and Events(MICE) is a type of tourism in

which large groups, usually planned well in advance, are brought together for a
particular purpose. Bonanza Alleppey providing a space for MICE.

 EMPIRE-I
 EMPIRE-II & III
 BOARD ROOM

EMPIRE-I
Welcome to the Empire-1 where hosting weddings, conferences,birthdays & corporate
or personal get-togethers is a matter of joy and pride in itself. Accommodating up to
260 guests, you can indulge as lavishly as you want and make your special occasion
memorable for life. ERE-&
EMPIRE-II & III
Welcome to Empire II & III. You have planned for lesser Invitees? We have the most
suitable Room, which can serve 60-120 Guests. Cherishable moments are priceless.
We admire it, so we thrive to enliven it.

23
 BOARD ROOM
Welcome to the Board Room. Ideal for Board Meeting and Group discussions.it can
accommodate up to 10 Guests.
Table No: 3.1 Seating style

Seating Style

Theatre U-Shaped Classroom Cluster Reception

260 120 100 85 250

Empire I

Empire II 50 35 50 35 150

Empire III 65 45 50 55 NA

3.5 RESTAURANT TIMING:

Breakfast : 07:00 AM TO 10:30 AM

Lunch : 12:30 PM TO 3:00 PM
Tea Time : 04:00 PM TO 06:00 PM
Dinner : 07:30 PM TO 10:30 PM

24
3.6 HOTEL INFORMATION

Table No: 3.2 Hotel Information

Name of the Hotel: Hotel Bonanza

Country: India

City: Alappuzha

Location: NH 47, Main Road, Paravoor Junction

Star Category: Four

Address: NH 47, Main Road, Paravoor Junction,

Alappuzha, Kerala 688 014, India.

E-mail ID: info@hotelbonanzaalleppey.com

Website: www.hotelbonanzaalleppey.com

Accommodation (single &  Suit Room

double rooms)  Twin Bed
 Super Deluxe Room
 Deluxe Room

Contact No: Tel: 0477 - 22 47 999

Mob: +91 9061 446 699
GM: +91 9495 266 355

No of Rooms: 26

25
 3.7 TARIFF OF HOTEL BONANZA
Table No: 3.3 Tariff of Hotel Bonanza
Room Tariff's In INR
Meal Plan - CP

Valid From 1st Mar To 31st Sep

Taxes as applicable on above room tariff

Room Category Single Double

Deluxe Room 3500 4000

Super Deluxe Rooms 4000 4500

Suite Room 5000 5500

Extra Adult (12 Above) 1000 -

Extra Child (6 - 12) 750 -

Valid From 1st Oct To 31st March

Taxes as applicable on above room tariff

Room Category Single Double

Deluxe Room 4000 5000

Super Deluxe Rooms 4500 5500

Suite Room 5500 6000

Extra Adult (12 Above) 1500 -

Extra Child (6 - 12) 1000 -

26
 3.8 NUMBER OF ROOM AND TYPES
Table No: 3.4Number of Rooms and types
Types of Rooms Numbers
Suite Room 1
Handicapped Room 2
Twin Bed 5
Interconnecting Rooms 4
Deluxe 4
Super Deluxe 3
Superior 7

3.9 SERVICES OFFERED

3.9.1 FACILITIES ON REQUEST ON CHARGEABLE BASIS

 ROOM SERVICE 24 HOURS

 TRAVEL DESK
 BUSINESS CENTRE
 DIRECT DIALING FACILITIES
 LAUNDRY FACILITIES
 MINI BAR
 MULTICUISINE RESTAURANT
 CONFERENCE HALL
 CURIO SHOP
 HOUSE BOATS
 MOTOR BOATS
 SHIKARA BOATS
 CANOY BOATS(VILLAGE TOURS)
 HI-SPEED WIFI
 DOCTOR ON CALL

27
 3.9.2 FACILITIES AND AMINITIES PROVIDED ON COMPLIMENTARY
BASIS
 24 HOURS FRONT DESK
 BREAKFAST
 BOT MINERAL WATER PER DAY
 VALET-PARKING
 FREE NEWSPAPERS IN ROOMS AND LOBBY
 LUGGAGE STORAGE
 IRON BOARD
 SLIPPERS
 WAKE-UP CALL SERVICE
 TEA-COFFEE MAKER
 SWIMMING POOL
 ELECTRONIC SAFE DEPOSIT LOCKER
 HOT & COLD WATER IN ALL THE ROOMS
 TOILETRIES

3.10 PLACE OF INTREST IN AND AROUND HOTEL BONANZA

ALLEPPEY:
Alleppey is a blend of everything. Beaches, backwaters, holy shrines, heritage sites,
palaces etc... Some of the attractions in and around alleppey include:
 Ambalappuzha Srikrishna Temple
 Arthunkal church
 Alappuzha Beach
 Krishnapuram Palace
 Champakulam Valia Palli
 Eduthua Temple
 Harippad Subramanya Swamy Temple
 Mararikulam beach

28
 Backwater Cruise
A relaxing houseboat cruise on the backwater along Vembanad Lake is a delightful
experience for tourists of all ages.

3.11 The Hotel made of divisions:

 Front Office
 Food and Beverage division
 Account & Finance division
 Housekeeping
 Human Resources
 Logistics Department

29
3.12 ORGANISATIONAL STRUCTURE

MANAGING
DIRECTOR

GENERAL
MANAGER

ACCOUNTS FRONT HR F&B HOUSEKEEPIN LOGISTICS

OFFICE MANAGER DEPARTMENT G
MANAGER DEPARTMENT
MANAGER ASSISTAN
ACCOUNTANT T SUPERVISO
ASSISTANT R PURCHASE
KITCHEN RESTAURANT MANAGER
MANAGER
CASHIER MANAGER MANAGER TRAINEE
FRONT DESK SUPERVISOR MAINTAINANCE
EXECUTIVE
EMPLOYEE FOOD
CHEF ROOM
RUNNER SECURITY
VALET CHEF ATTENDANT
PARKING LEAD WAITER DRIVER
FOOD
RUNNER CASHIER
WAITER

CASHIER

30
3.13 ROUTE MAP

31
 CHAPTER 4
DATA ANALYSIS AND INTERPRETATION

32
 DATA ANALYSIS AND INTERPRETATION

The purpose of data analysis and interpretation is to obtain usable and useful
Information to evaluate employee satisfaction. For the purpose the purpose the
investigator collects data through questionnaire. Primary data collected from 30
employees of Bonanza Hotel, Alappuzha. Based on the data collected through
questionnaire, tables and graphs are prepared. The most important mathematical
tool percentage are used for analysis, researcher access the satisfactory level of
employees in Bonanza Hotel, Alappuzha.

33
 Table No: 4.1 Respondents
Sex No. of respondents Percentage
Male 18 60
Female 12 40
Total 30 100

Source: Primary data

Figure No: 4.1 Respondents

Female
40%

Male
60% Male
Female

Interpretation
Table 4.1 depicts details about the male and female respondents. 60 percent of the
respondents who were male employees and 40 percent of the respondents were female
employees.
Thus, majority of the employees in Bonanza Hotel are Male.

34
 Table No: 4.2 Age of the respondents
Age No. of Respondents Percentage
18-25 17 57
26-30 7 23
31-39 6 20
Above 40 Nil -
Total 30 100
Source: Primary data

Figure No: 4.2 Age of the respondents

Above 40
0%
31-39
20%

18-25 18-25
56% 26-30
26-30
23% 31-39
Above 40

Interpretation
Table 4.2 indicates 57 percent of the respondents were aged between 18-25, and 23
percent aged between 26-30, and 20 percent aged between 31-39.
Thus, majority of respondents aged between 18-25, so most of the employees working
in Hotel Bonanza are youth

35
 Table No: 4.3 Marital status of respondents
Marital status No. of Respondents Percentage
Single 17 57
Married 13 43
Total 30 100
Source: Primary data

Figure No: 4.3 Marital status of respondents

Married
43%

Single
Single Married
57%

Interpretation
Table 4.3 shows that 57 percent of the respondents were belong to single and 43
percent of the respondents were married.
Thus, percentage of single is more than the married

36
 Table No: 4.4 Designation of the Respondents
Designation No. of Respondents Percentage
Front office 6 20
House keeping 14 47
Finance 4 13
H R Management 3 10
Logistics Department 3 10
Total 30 100
Source: Primary data
.
Figure No: 4.4 Designation of the Respondents

Logistics
department
10% Front office
H R Management
20%
10%

Front office
Finance
House keeping
13%
Finance
H R Management
Others

House keeping
47%

Interpretation
Table 4.4 indicates 20 percent of the respondents were from the front office
department and 47 percent employees from the house keeping department and 13
percent from the finance department and 10 percent from H R management and
Logistics Department department.
Thus, majority of respondents from the house keeping department, so that the House
keeping department is the largest department in the Bonanza Hotel

37
 Table No: 4.5 Nationality of Respondents
Nationality No. of Respondents Percentage
Indian 30 100
Foreign Nil -
Total 30 100
Source: Primary data

Figure No: 4.5 Nationality of Respondents

Others
0%

Indians
Others

Indians
100%

Interpretation
Table 4.5 depicts details about the nationality of the respondents. 100 percent of the
respondents were Indians.

Thus, all the employees working in Bonanza Hotel were Indians

38
 Table No: 4.6 Service Period of Employees
Duration No. of Respondents Percentage
Below one year 14 47
1-2 years 10 33
More than 2 years 6 20
Total 30 100
Source: Primary data

Figure No: 4.6 Service Period of Employees

More than 2 years

20%

Below one year

47%

Below one year

1-2 years
More than 2 years

1-2 years
33%

Interpretation
Table 4.6 shows the respondents service period of employees in hotel. 47 percent of
the respondents working in the hotel for below one year, 33 percent of them are
working in the hotel for 1-2 years and 20 percent of them are working for more than
2 years.
Thus, majority of respondents working in the hotel for below one year

39
Table No: 4.7 Level of satisfaction towards management policies
Satisfaction level No. of respondents Percentage
Highly satisfied 12 40
Satisfied 16 53
Dissatisfied 2 7
Highly dissatisfied Nil -
Total 30 100
Source: Primary data

Figure No: 4.7 Level of satisfaction towards management policies

53

60

50
40

Highly satisfied
40
Satisfied

30 Dissatisfied
Highly dissatisfied
20
7

10
0

Interpretation
Table 4.7 reveals that among the total respondents, 40 percent of them were highly
satisfied, 53 percent of them were satisfied and 7 percent of them were dissatisfied
towards the policies of management provided by Hotel Bonanza.
Thus, 53 percent of respondent opinioned as satisfied because the hotel management
take place effective plans for the welfare of the employees. 40 percent of the
respondents opinioned as highly satisfied because the employees were highly satisfied
with the management policies. 7 percent of the respondents opinioned as dissatisfied,
so they are dissatisfied with their management policies.

40
 Table No: 4.8 opinion about the remuneration
Opinion No. of Respondents Percentage
Acceptable 10 33
Good 15 50
Not acceptable 5 17
Poor Nil -
Total 30 100
Source: Primary data
Figure No: 4.8 opinion about the remuneration

50

50
45
40
33

35 Accepted

30 Good

25 Not acceptable
17

20 Poor

15
10
0

5
0

Interpretation
Table 4.8 depicts that, 33 percent of the respondents opinioned as acceptable, 50
percent of the respondents opinioned as good, 17 percent of the respondents opinioned
as not acceptable.
Thus, 50 percent of the respondents opinioned about the remuneration was good
because they stated that remuneration was up to the mark, 33 percent of the
respondents were state that the remuneration was acceptable and 17 percent state that
remuneration was not up to the mark.

41
 Table No: 4.9 Payment for overtime

Payment No. of Respondents Percentage

Yes 25 83
No 5 17
Total 30 100
Source: Primary data

Figure No: 4.9 Payment for overtime

No
17%

Yes
No

Yes
83%

Interpretation
Table 4.9 indicates 83 percent of the respondents were get additional payment for
overtime and 17 percent of the respondents did not get additional payment for
overtime.
Thus, majority of respondents get additional payment for their overtime.

42
 Table No: 4.10 SWOT Analysis
SWOT Analysis No. of respondents Percentage
Yes 21 70
No 9 30
Total 30 100
Source: Primary data

Figure No: 4.10 SWOT Analysis

No
30%

Yes
No

Yes
70%

Interpretation
Table 4.10 shows the 70 percent of the respondents were state that the hotel have done
SWOT analysis and 30 percent of the respondents were state that the hotel have not
done any SWOT analysis.
Thus, majority of respondents were state that hotel have done such kind of SWOT
analysis.

43
 Table No: 4.11 Level of satisfaction of working environment by management
Satisfaction level No. of Respondents Percentage
Highly satisfied 12 40
Satisfied 18 60
Dissatisfied Nil -
Highly dissatisfied Nil -
Total 30 100
Source: Primary data

Figure No: 4.11 Level of satisfaction of working environment by management

60

60

50
40

Highly satisfied
40
Satisfied
Dissatisfied
30
Highly dissatisfied

20

10
0
0

Interpretation
Table 4.11 reveals that, 60 percent of the respondents were opinioned that they were
satisfied and 40 percent of them were highly satisfied with the response at the time of
making enquiries.

44
 Table No: 4.12 Rate about shift arrangements
Rate No. of Respondents Percentage
Outstanding 13 44
Good 16 53
Satisfactory 1 3
Poor Nil -
Total 30 100
Source: Primary data

Figure No: 4.12 Rate about shift arrangements

53

60
44

50
Outstanding
40
Good

30 Satisfactory
Poor
20

10
3

Interpretation
Table 4.12 reveals that, 44 percent of the respondents were opinioned that the shift
arrangements of staff in the hotel were outstanding, 53 percent of the respondents
opinioned that the shift arrangements as good and 3 percent of the respondents
opinioned that the shift arrangements are satisfactory.

45
 Table No: 4.13 Work in night shifts
Opinion No. of Respondents Percentage
Yes 6 20
No 24 80
Total 30 100
Source: Primary data

Figure No: 4.13 work in night shifts

Yes
20%

Yes
No

No
80%

Interpretation
Table 4.13 reveals that, 80 percent of the respondents were opinioned that they didn’t
work in night shifts, 20 percent of the respondents state that they work in nights
according to the nature of the job or to get better pay packeg.

46
 Table No: 4.14 Reason for night shifts
Reason No. of Respondents Percentage
Nature of job 3 50
To avail more off time 1 17
Prefer to work in those hours Nil -
To get better pay package 2 33
Total 6 100
Source: Primary data

Figure No: 4.14 Reason for night shifts

Better pay package
33%
Nature of job
49%

Nature of job
avail more off time
work those hours Prefer to work in those hours
0%
Better pay package

avail more off time

17%

Interpretation
Table No: 4.14 shows the respondents reason for night shifts in the hotel. 50 percent
of the respondents reason for night shifts were nature of job, 17 percent of the
respondents reason for night shifts were to avail more off time and 33 percent of the
respondents reason for night shifts were to get better pay package.
Thus, majority of respondents reason for night shifts were nature of job.

47
 Table No: 4.15 Affect any accident while working in the organisation
Accident No. of Respondents Percentage
Yes 4 13
No 26 87
Total 30 100
Source: Primary data
.
Figure No: 4.15 Affect any accident while working in the organisation

No
20%

Yes
No

Yes
80%

Interpretation
Table 4.15 indicates 13 percent of the respondents were met with an accident while
working in the organisation and 87 percent of the respondents state that they have not
met with an accident while working in the organisation.
Thus, majority of the respondent state that they have not met with an accident while
working which reveals that Bonanza is generating more facilities to their employees

48
 Table No: 4.16 First aid equipment and safety assistance
Availability No. of Respondents Percentage
Yes 25 83
No 5 17
Total 30 100
Source: primary data

Figure No: 4.16 First aid equipment and safety assistance

No
17%

Yes
No

Yes
83%

Interpretation
Table 4.16 depicts details about the suitable and sufficient first aid equipment and
safety assistance provided by the hotel. 83 percent of the respondents were state that
the hotel were providing sufficient equipment and 17 percent state that no safety
measures provided.
Thus, 83 percent of respondents opined as yes because the hotel providing suitable
and sufficient first aid equipment and safety assistance for their employees.

49
 Table No: 4.17 level of satisfaction towards committee that deals safety measure
Satisfaction level No. of Respondents Percentage
Highly satisfied 10 33
Satisfied 20 67
Dissatisfied Nil -
Highly dissatisfied Nil -
Total 30 100
Source: Primary data

Figure No: 4.17 Level of satisfaction towards committee that deals safety
measures
67

70

60

50 Highly satisfied
Satisfied
33

40
Dissatisfied
30 Highly dissatisfied

20

10
0
0

Interpretation
Table 4.17 reveals that, 33 percent of the respondents state that they were highly
satisfied and 67 percent of them were satisfied with the responses at the time of
making enquiries.
Thus, majority of respondent opinioned level of satisfaction towards the committee
that deals with the safety measure as satisfied because the hotel management takes
place proper safety measures for their employees safety

50
 Table No: 4.18 Experience about considering ideas and suggestions
Experience No. of Respondents Percentage
Always 21 70
Occasionally 8 27
Never Nil -
No opinion 1 3
Total 30 100
Source: Primary data

Figure No: 4.18 Experience about considering ideas and suggestions

70

70

60

50 Always
Occasionally
40
Never
30 No opinion

20
8

10
1
0

Interpretation
From the above table it reveals that, 70 percent of the respondent opinioned that the
organisation always accept the ideas and suggestions of the employees, 27 percent of
the respondents state that organisation occasionally consider their ideas and
suggestion and 3 percent of the respondents opinioned as no opinion.

51
 Table No: 4.19 Level of satisfaction towards present job
Satisfaction level No. of Respondents Percentage
Highly satisfied 13 43
Satisfied 17 57
Dissatisfied Nil -
Highly dissatisfied Nil -
Total 30 100
Source: Primary data

Figure No: 4.19 Level of satisfaction towards present job

57

60
43

50

Highly satisfied
40
Satisfied

30 Dissatisfied
Highly dissatisfied
20

10
0

Interpretation
Table 4.19 reveals that among the total respondents 43 percent of them were highly
satisfied, 57 percent of them were satisfied towards the present job in Bonanza Hotel.
Thus, 57 percent of respondent opinioned as satisfied because the hotel provides high
class facilities and better pay package to their employees and 43 percent of respondent
opinioned as highly satisfied because facilities provided by the Bonanza Hotel is better
than the other hotels.

52
 Table No: 4.20 Level of satisfaction towards ESI scheme
Satisfaction level No. of Respondents Percentage
Highly satisfied 5 17
Satisfied 20 66
Dissatisfied 5 17
Highly dissatisfied Nil -
Total 30 100
Source: Primary data

Figure No: 4.20 level of satisfaction towards ESI scheme

66

70

60

50 Highly satisfied
Satisfied
40
Dissatisfied
30 Highly dissatisfied
17

17

20

10
0

Interpretation
Table 4.20 reveals that, 17 percent of them were highly satisfied, 66 percent of them
were satisfied and 17 percent of them were dissatisfied towards the ESI scheme
provided by Bonanza.
Thus, majority of respondent opinioned that ESI (employee state insurance) provided
by the hotel were satisfied by the employees.

53
 CHAPTER 5
FINDINGS, SUGGESTIONS AND
CONCLUSION

54
 5.1 FINDINGS
The employee’s satisfaction plays an important role in the hotel industry. Customer’s
satisfaction only through employees. So, employees should be happy. The success or
failure of the business depends on the behaviour of the employees. Job satisfaction
may be favourable or unfavourable according to the employees view towards job. It
has been observed that the employees dissatisfaction with certain conditions cause
serious individual problems and on the goals or productivity. In this context, the
project ‘THE SATISFACTION OF EMPLOYEES ON HOTEL INDUSTRY – A
STUDY ON HOTEL BONANZA, ALAPPUZHA’, is undertaken for the study to
examine the same.

The main objective of the study was to understand to what extent employees are
satisfied. Sample size was restricted to 30 and the following are the important findings
and suggestions which have been obtained from the respondents:-

MAJOR FINDINGS

 60 percent of the respondents who were male employees and 40 percent of the
respondents were female employees.

 57 percent of the respondents were aged between 18-25, and 23 percent aged between
26-30, and 20 percent aged between 31-39.

 57 percent of the respondents were belong to single and 43 percent of the respondents
were married.

 20 percent of the respondents were from the front office department and 47 percent
employees from the house keeping department and 13 percent from the finance
department and 10 percent from H R management and Logistics department.

 100 percent of the respondents were Indians.

55
 47 percent of the respondents working in the hotel for below one year, 33 percent of
them are working in the hotel for 1-2 years and 20 percent of them are working for
more than 2 years.

 40 percent of them were highly satisfied, 53 percent of them were satisfied and 7
percent of them were dissatisfied towards the policies of management provided by
Hotel Bonanza.

 33 percent of the respondents opinioned the remuneration were acceptable, 50 percent

of the respondents opinioned about the remuneration were good, 17 percent of the
respondents opinioned remuneration were not acceptable.

 83 percent of the respondents were get additional payment for overtime and 17 percent
of the respondents did not get additional payment for overtime.

 70 percent of the respondents were state that the hotel have done SWOT analysis and
30 percent of the respondents were state that the hotel have not done any SWOT
analysis.

 60 percent of the respondents were opinioned that they were satisfied with the working
environment that provided by the hotel management and 40 percent of them were
highly satisfied with the response at the time of making enquiries.

 44 percent of the respondents were opinioned that the shift arrangements of staff in
the hotel were outstanding, 53 percent of the respondents opinioned that the shift
arrangements as good and 3 percent of the respondents opinioned that the shift
arrangements as satisfactory.

 20 percent of the respondents work in night shifts and 80 percent of the respondents
did not work in night shifts.

56
 50 percent of the respondent’s reason for night shifts were nature of job, 17 percent of
the respondent’s reason for night shifts were to avail more off time and 33 percent of
the respondent’s reason for night shifts were to get better pay package.

 87 percent of the respondents state that they have not met with an accident while
working in the organisation and 13 percent of the respondents were met with an
accident while working in the organisation

 83 percent of the respondents were state that the hotel were providing sufficient safety
equipment and 17 percent state that no safety measures provided.

 67 percent of them were satisfied with the responses at the time of making enquiries
and 33 percent of the respondents state that they were highly satisfied with the
committee that deals with the safety measures

 70 percent of the respondent opinioned that the organisation always accept consider
their ideas and suggestions of the employees, 27 percent of the respondents state that
organisation occasionally consider their ideas and suggestion and 3 percent of the
respondents opinioned as no opinion.

 57 percent of respondent opinioned as satisfied because the hotel provides high class
facilities and better pay package to their employees and 43 percent of respondent
opinioned as highly satisfied because facilities provided by the Bonanza Hotel is better
than the other hotels.

 66 percent of them were satisfied, 17 percent of them were highly satisfied and 17
percent of them were dissatisfied towards the ESI scheme provided by Hotel Bonanza.

57
 5.2 SUGGESTIONS

 Management have to make effective communication channels in the firm.

 Management should provide promotional facilities to the employees then only they
will be motivated in the job.

 Management should provide more opportunities to employees in order to participate

in decision making.

 Management should provide proper leave to the employees.

 Management should provide proper safety measures in the organization, so the

employees will be secured in the job.

 Proper guidance and counselling should be provided to the employees so that their
mental satisfaction can be improved.

 Management should take proper care to maintain employee-employer relationship.

58
CONCLUSION

Hotel Bonanza Alleppey is business & leisure hotel with a 4 Star specification, the
Hotel is a beautifully appointed, centrally located, people friendly hotel that has made
a practice of exceeding expectations of guest. The Hotel combines great ambience
with impeccable personalized service. We are driven by our Philosophy of "Building
Relationships" with our guests with service that anticipates and fulfils your smallest
needs.

The project was undertaken to study the Satisfaction of Employees on Hotel Industry
– A Study on Hotel Bonanza, Alappuzha. For the study of the mentioned topic a
sample survey has been conducted in Hotel Bonanza. A questionnaire containing
relevant questions was supplied to the employees. The questionnaire was prepared in
such a way that the employees can understand it clearly and answer it easily. The study
aimed at understanding the employee’s satisfaction in the hotel. The study deals with
the analysis and interpretation of various collected data to find out different factors
which contribute towards the satisfaction of employees. It is indeed necessary for any
organization to understand the need of their employees and fulfil them before they
leave the organization. If nothing is done by the organization then there are chances
to loose talented employees from any organisation to its competitors. Hence it is
necessary for any organization to ensure employees satisfaction.

From the study it was identified that the most of the employees are satisfied with the
job. Majority of the employees are satisfied with the salary structure, promotional
programs, working condition, safety measures, allowances provided by the
organization. They are also satisfied with the employer-employee relationship. If the
Hotel concentrates of the findings and suggestions of this survey, we hopefully believe
that the organization can further bring out their labour with full satisfaction and obtain
good result.

59
BIBLIOGRAPHY
 BIBLIOGRAPHY

BOOKS:-
 Dr. Guptha C. Human Resource Management, Sultan Chand and Sons, New
Delhi, 2004.
 Rakesh Chopre, Human Resource Management U.K Publishing 2 edition New
Delhi, 2004.
 Kothari. C.R, Research Methodology, New Age International Private Ltd, New
Delhi, 2004.

WEBLIOGRAPHY:-

 https://en.wikipedia.org/wiki/Job_satisfaction
 http://www.hotelbonanzaalleppey.com
 https://www.thebalance.com/employee-satisfaction-1918014
 https://www.inc.com/guides/201105/7-ways-to-improve-employee-satisfaction.html
APPENDIX
 ANNEXURE
QUESTIONNAIRE
SATISFACTION OF EMPLOYEES ON HOTEL
INDUSTRY– A STUDY ON HOTEL BONANZA,
ALAPPUZHA

1. Name :

2. Sex
Male Female
3. Age
18-25 26-30
31-39 Above 40
4. Marital status
Single Married
5. Designation
Front office F&B Service
Housekeeping Finance HR Management
6. Nationality
Indian Others
7. For how many years you have been working in this organization?
Below 1 year 1-2 years
More than 2 years

8. Do you satisfied with policies of management?

Highly satisfied Satisfied
Dissatisfied Highly dissatisfied
9. State the opinion on your remuneration?
Acceptable Good
Not acceptable Poor

10. Do you get additional payment for overtime work?

Yes No

11. Has the hotel done any SWOT analysis?

Yes No

12. Do you satisfied with the working environment that provided by the hotel
management?
Highly satisfied Satisfied
Dissatisfied Highly dissatisfied

13. How do you rate your shift arrangement?

Outstanding Good
Satisfactory Poor

14. Do you work in night shifts?

Yes No

15. Reason for night shifts?

Nature of job To avail more off time
Prefer to work in those hours To get better pay package

16. Have you affected any accident while you are working in the organization?
Yes No
17. Do you have suitable and sufficient first aid equipment and safety assistance
available?
Yes No

18. Are you satisfied with the committee that deals with the safety measures?
Highly satisfied Satisfied
Dissatisfied Highly dissatisfied

19. Do you feel that the organization consider your ideas and suggestions?
Always Never
Occasionally No opinion

20. Are you satisfied with your present job?

Highly satisfied Satisfied
Dissatisfied Highly dissatisfied

21. Do you satisfied with the ESI scheme provided by the company?
Highly satisfied Satisfied
Dissatisfied Highly dissatisfied

22. Suggestions if any

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