“Hospitality” During Pandemic

Research to investigate the level of job satisfaction & Expectations from the industry among
hotel employees from India and abroad (Indian nationals)
Introduction

 Employees play a key role in the success of any businesses today. In the hotel industry, in
particular, the study of job satisfaction is of interest as the dedication, effort, and
commitment of employees is an essential factor in ensuring customer satisfaction.
 There is no such definition for hospitality, broadly speaking it is the act of welcoming and
taking care. For such service there is 100’s of people who work behind the stage to make
guest feel at home “Away from Home”
 This research aims to investigate the level of job satisfaction among hotel employees
from India and abroad (Indian nationals)
Purpose & Objective of the study
 Purpose:
o This survey is to study the employee for their expectation from the hospitality industry. Is the hospitality
really hospitable to those who work for vision and mission of serving people. This is to communicate
between the employee and employer which management may be know or may not know be aware of.
 Objective :
o To study what parameters one consider before choosing the industry
o To study the important factor for job satisfaction
o To study the effects of pandemic on hospitality professional
o To analyse the work culture in India and abroad
o Steps taken by employer for employee during pandemic break down
o Facilities offered
Methodology

 Study done with descriptive methodology and employees have been selected randomly
irrespective of age and designation.
 The sample population employees are from India & International hotel & Cruise lines.
 Questionnaire has been divided into 5 parameters and randomly selected question by
keeping in mind their importance in the present time.
 Open ended question to get feedback and suggestion.
 Only Indian national working in India and abroad are taken as a sample population.
Why did you choose the hospitality Industry as a
career?

80%
70% 66%
60%
50%
40%
30%
19%
20%
6% 9%
10%
0%
Easy to get job Passion for Food /Hospitality Money To get the job in abroad

According to study it is found out that 66% people were passionate about food and cooking
some of them have hobby turning into a job. 19% think it was easy to get job after
completing hotel management. 6 % thinks hospitality has good money earning. 9% wanted
to settle in abroad.
How many hours a day you work?

70%
60%
50% 43%
40%
30% 26% 24%
20%
10% 5% 2%
0%
9-10 Hrs 10-12 Hrs 12-15 Hrs 15-17 Hrs 6 Hrs
-10%

43% employees work for normal shift hours. 26% work for 10+ hrs 24% employee work for
nearly 14-15hrs a day during regular occupancy.5%employee who works for nearly 16-17 hrs are
associate with cruise and at the base or mid level. 2% employee work for 6hrs this is for abroad
location when occupancy is low.
 What steps taken by hotel during the Covid-19
outbreak?
50%
41%
40% 33%
30%
20%
12% 10%
10% 5%
0%
I have not lost my job I have lost my job I have been asked to I have not lost my I have been asked to
go on unpaid leave job, but my salary go on paid leave
has been reduced
%

41% of hotel professional have not lost the job from study it is found out that most people working on supervisor
or higher level are still have their job and regular salary.
33% people are asked to put paper without any pay or notice,
12% are ask to go on unpaid leave and have told if business is back they will be taken back on their duty.
10% people still have job but salaries are reduced to half.
5% people who are working with cruise lines are ask to go on paid leave.
 What are the facilities provided by hotel

70%

60%

50%

40% 36% 36%

30%

20%
12%
10%
5% 5% 5%
2%
0%
Food Accomodation Night drop Wifi Gym Transport Medical checkup
-10%
Are you happy with your current pay
package?

70%
60% 57%
50%
40% 31%
30%
20% 12%
10%
0%
-10% I am not sure No Yes

From the study it is found out 57 % employees are happy with their current salary but those employees
are already working in industry for more than 3 years and at a mid or higher level in their current job.
31% people are not happy with their job and salary are those who works in start level in hierarchy.
Some of the employee feels the salary offered for number if hours work is very less.
12% are not sure about the current salary, it is found out that employee who are stuck at the same
organization for long time or same designation are the one not sure.
Summary & Conclusion

 From the above study it is find out that mor than 50% of the participants are happy working with
hotel industry because its their passion but they also feel working hours can be reduced so that they
can spend quality time with family or doing something other than work.
 Most of the hotels provide basic facilities like food and accommodation only 2% hotel provide night
drop in India.5% hotel in abroad provide transport facilities.
 Participants who are happy with their job are at the high or at the supervisory level.
 6% participant who joined industry for good money are not happy with the pay they get as
compared to duty hours.
 57% participants works more than 14 hrs a day in India. Most of them are at low level in hierarchy.
 15% hotels all over world have retain their employee during the pandemic.
Feedback & suggestion

 Most participants in survey thinks Long working hours should be reduced and proper
planning for shifts should be made so that maximum people can get employment.
 Government should take policies for hotel industry like they have for other industry
 Job security should be there for employees and employer should understand the employee
side as well.
 After pandemic whenever business starts hotel should consider taking quarterly review
from people working at base level to get the actual picture of their state of mind.
 International location hotels provide more facilities than India as per the labour law of
that particular country. Which some participants think India also can work on.