final project b com hospitality

8/2/2019 Final Project B Com Hospitality

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Factors affect employees satisfaction

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Chapter 1

INTRODUCTION

1.1 Background of the study

To achieve consistent and high quality of service across all departments within the hotel

industry at the same time to be able to revamp, attract and retain talented employees to

constantly meeting and exceeding the changing needs of guests expectation are the

challenges face by hotel and resort operator in todays environment. This paper intends to

examine the issues addressing factors leading to employees satisfaction resulting to their

satisfaction with the company and in turn, management able to retain these talents through

various incentives within the hotel organization in the Vietnam context. Incentives such as

good performance bonuses and adjustment in salaries are just one of the few strategies

practised in the present industry; however, this method is no longer the main determining

factors to retain these well qualified, knowledgeable and skilled employees, the paper intended

to look into more up-to-date factors that able to motivate and further engage these employees,

as the new approaches. With more young generation Vietnamese entering the workforce,

these younger generations are looking for more than just the basic nice working environment

with basic salary. These younger generations are going after their passions and interests in the

workplace. Thus, satisfying these generations by meeting and matching their passions and

interest in the workplace is very much crucial, this approach can lead to motivate them to stay,

keeping the motivation high leading to them very much productive and producing quality

service in the workplace.


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Satisfied employees are ones who want to stay with the organization, develop positive working

attitude, constantly seeking and speaking positively about the company in a way acting as the

company mouth piece or ambassador to other colleagues, friends, family and guests. Satisfied

employees are motivated, performed better and are pillars to contribute to the success for the

company.

The purpose of this research is to look into the various factors contributing to employees

satisfaction. To have further insight on the employees satisfaction, the survey approaches is

adopted and conducted onto these employees. The research intended to find direct

relationship between labour management in Vietnam leading to employees satisfaction and

retention. Therefore, is very much hope so that this research finding could assist the

management in managing their employees welfare better leading to the employees

satisfactions resulting in delivering better service to guests, thus guest are more satisfied.


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1.2 Statement of the problem:

How the resort could provide its associate better work environment as to promote employees

satisfaction leading to quality of service.

Employee productivity is very important to every organization, when the valuable employees

are lost, the skill and experiences acquire and maintain customers will also gone, therefore will

affect the hotel revenue, whether it is Front Office department, Housekeeping Department, F

and B department or any function department in the hotel. Hence, as Gronfeldt and Strother

(2006, pg 234), higher productivity translate to low cost while better products and services can

be deliver to customers.

The most recent recession in 2009 create the high unemployment rate globally. Moreover, it

affected to the number of tourists, and the most suffer was the high class of tourism such as

four and five star hotel and resort which lead to the low occupancy in the resort, especially the

new opening.

The turnover rate is still getting high as the upcoming other new coming property in the region.

So the Human Resource managers are having problem to remain the existing staffs and

replace those who left. Thus, making manpower extremely stretched and productivity greatly

affected.

-Besides recruiting suitable employees replacing the position, the resort also try to retain

valuable staffs, equip the existing staffs and new staffs with proper skills, conduct training

continually, and understand their need and one in order to keep them in organization. All is

needed in order to provide better service quality, customers satisfaction and employee


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satisfaction, as these are integral part of the equation of productivity (Schermerhorn, 1993,

pg136).

The newly resort face the common issues on employee productivity. Problems are such as:

lack of staff, low business volume, customer feedback of poor service and head count freeze

on not recruiting new staffs at the moment, among others are presently faced by them. The

problem mentioned about is the motivation for researcher to do this study; aim to determine

the employees satisfaction perception in term of Hiring Process and Selection, Salary and

Benefit, Leadership. The analyzing specially discusses the following:

-The relationship between Hiring and Selection to employees satisfaction in newly resort

operating.

-The relationship between Salary and Benefit to Employees satisfaction in newly resort

operating

-The relationship between Leadership and employees satisfaction in newly resort operating


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1.3 Significance of the study:

The study research is on the relationship among the management team and employees, which

could affect the whole picture in operation within a company. Employees who are happy and

satisfied with their job will perform better at the same time (Juliane, Kuballa 2006). Moreover,

satisfied employees are more motivated to perform better as they forecast that provide high

quality of service to customers, (Juliane Kuballa,2006). The motivation behind the research

Linking Customer and Employee Satisfaction to the bottom line was the belief that

employee satisfaction influenced employee productivity, absenteeism, and retention. In the

early 1980s, an additional issue arose: the influence of employees satisfaction on customers

satisfaction in predominantly service oriented setting, (Derek R.Allen & Morris Wilburn, 2002).

Disregarding employees satisfaction is to risk some highly negative consequences, such as

inability to retain valuable employees or to recruit desired talent. Job satisfaction manifests

itself in different ways in different people.

Whether job satisfaction is high or low depends on a number of factors including: how wells a

employees need and wishes are met through work, working condition, the way in which an

individual defines himself or herself through work, and individual personality. A suitable and

effective labour management method could remain employees and create more loyalty

employees. It believes that the goals of improved customer satisfaction and productivity are

dependent upon, or at least related to employees satisfaction and he state that if through

empowerment to improve employee satisfaction, then we believe they will improve productivity

and customers satisfaction (Potterfield, Thomas A, 1954). Through the analyzing, it could be

experienced that the more employees satisfaction, the more add value to the company from

employees as well as customers.


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1.4 Theoretical framework:

IV DV

IV: Independent Variables

DV: Dependent Variable

Figure 1: Theoretical framework

Hiring the right people for right job, right position is very important to hotel profitability, put a

right person to right job will help to develop the productivity. While people do the job that they

like, they could create self motivation to complete the job well, and also the motivation and

interest keep going day by day. As consequence, the service given and attitude by staff

delivery to customers as high quality. Moreover, staffs are satisfied with the job that they are

doing, they are willing to learn more as to have improvement in their job. Once, there is a

satisfaction that hotel can get from associates.

Salary and Benefit are one of the most sensitive issues that employees think of during work. If

the monthly salary and benefit that employees get every month match or exceed their

expectation, they staffs would be very happy. The happiness creates the motivation for staffs

during the next month of working. On the other hand, if the monthly salary and benefit that

Hiring Process and

Slection

Leadership

Salary and benefit Employees satisfaction


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staffs got was not match what they had contributed to the company, they would feel upset and

lost interest in job. Once, staffs are not happy in daily work, the productivity is very low. Hence,

Salary and Benefit are considered one of the important factors that have the direct impact to

employees satisfaction.

Steve Jobs- Chief executive officer, Apple state that Nobody wants to work for someone they

cant learn from. So its clearly show the important role of leadership in the success of the

company. If the employees work under a good manager or supervisor, they can learn from

manager from day by day job. This could create motivation for employees at work, they are not

only doing job, and they also learn to improve themselves in term of job skills and soft skills.

Moreover, a good manager also understands and could give useful advice for employees in

order to done the job well. All the role of good manager in term of job supervision,

communication or listening to staffs ideas could satisfied the employees.

1.5 Hypothesis:

H1: There is a relationship between Hiring process and employees satisfaction

H2: There is a relationship between Salary, benefit and employees satisfaction

H3: There is a relationship between Leadership and employees satisfaction


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Chapter II

Literature review

2.1 Employees satisfaction:

Internal quality refers to drives or yields that produce employee satisfaction. Internal quality

refers to all things in employees working environment that contribute to his or her satisfaction.

Anything that makes employees feel wanted and appreciated, that makes easier and more

interesting or making work environment safer and cleaner and more comfortable will contribute

to internal quality and generate greater employees satisfaction.( Gronfeldt and Strother, 2006,

p234). A number of studies had found a relationship between employees satisfaction and

productivity by Iaffaldano and Munchinsky, Petty, McGee, and Cavender. On the other hand,

this relationship may be partly attributable to causation that productivity may influence

employee satisfaction, as mentioned in Allen and Wilburns (2002, page 18-31) research on

the mention of employee satisfaction.

In Bulgarellas study (2005, pg3), she found that employees who interact with customers are

able to develop awareness and respond to customers goals and needs, Satisfied employee

have the motivation to delivery effect and care to customers. Satisfied employees are

empowered employees and have the resources, training and responsibly to customers needs

and demands. Satisfied employees have high energy and willingness to deliver good services

and a more positive perception of the service/ products provided. Satisfied employees could

provide customers the adequate explanation for the undesirable outcome. In addition, satisfied

employees have enough emotional resources to show empathy, understanding, respect and

concern to customers.


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Employee satisfaction can be measured when managers set clear performance targets for

their employees, and grade their performance by these targets, implemented well, work and

life flexibility and out-come based performance management can be powerful tools. Beside

that a humanized working conditions not only increase productivity and profits to the

company, but also increase the self-esteem for employees. Topolosky(2000,p29). Hence, for

every $1 invested in work-life program, the organizations reap an average return of $1.28 in

term of increasing productivity alone. When reduced turnover was taken into account, the

return on investments have risen to $1.68 for every $1 and employees will be more productive

and focus at work.(MOM, 2005,pg 12,13,14,15)

According to Mr. Donald Hay whichever way you look at it, the key to success are our people.

If we can appreciate our people and utilize their skill, they will support us (Raymond J

Store,(2005)). Employees are not stupid, they quickly learn to exhibit the behavior that they

know will be recognized and rewarded by the management. Linking employee contributions

and rewards also ensures that the organization gets maximum values for it compensation

dollar. Raymond J Store,(2005).

Stephen Robbins stated:No matter how motivated an employee is, his or her performance is

going to suffer if there isn't a supportive work environment." (Stephen Robbins). Success

comes through people. If you understand what motivates people, you have at your command

the most powerful tool for dealing with them to get them achieved extraordinary results."When

companies are effective in satisfying their employees, employees stay longer, make a deeper

commitment to the business, recommend ways to improve the company's products and

services, and work harder to satisfy the customer.(Vadim Kotelnikov,2010). Hence, its clearly

show the important role of employee to productivity and attitude to customers.


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Larkin (2009) shared that an engaged employee is not only happy in their job through, but

translate its satisfaction to in to productivities. In order to success and maintain the success of

any business, its not only taking care of external customers, its also internal customers which

are employees. Hallowell and Schlesinger (1996) state that element of internal service quality

include work design, employee selection, reward and recognition system, training, policy and

procedureInternal service quality is inherently situational in that any number of its different

maybe more or less important in different organization at different times.

Other study show that unhappy employees are less productive and more likely to have higher

absence rate, satisfied employees are more productive, innovative and loyal, increase in job

satisfaction lead to increase employee morale, which lead to employees satisfaction and

productivity, and employees satisfaction lead to customers retention.( Graham,1996) In

Sharpe and Arsenaults(2008,pg11) research , they supported that human capital reflects the

quality of the labor input that its have a direct positive to productivity.

Stuart Bruchey state that It is likely that a study of satisfaction to performance at the

organizational level would show that organizations that have more satisfied employees are

more productive and profitable than organizations whose employees are less satisfied (Stuart

bruchey,2000). According to Sarah Cook (2008) employee engagement is a key driver of

business success. When asked which measurements give the best sense of a companys

health in a Business Week advice column, former GE Chairman and CEO Jack Welch replied:

Employee engagement first. It goes without saying that no company, small or large, can win

over the longrun without energized employees who believe in the mission and understand how


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to achieve it. Thats why you need to take a measure of employee engagement at least once a

year through anonymous surveys in which people feel completely safe to speak their minds.

Figure2: The service-profit chain ( Sarah Cook 2008)

As Sarah Cook, the internal service that the management team gives employees link to the

profit and growth of the organization.

Therefore, through the various literatures, the determinants related to employees satisfaction,

such as, leadership, recognition and reward, pay and benefit, working condition,

communication, cooperation and relationship with supervisors are taken consider for this

analyzing.


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2.2 Hiring process and Selection:

Some previous study have found that formal orientation can achieve significant cost savings by

reducing the anxieties of new employees and fostering positive attitudes, job satisfaction and a

sense of commitment at the start of the commitment relationship. Thus, orientation reduces the

likelihood of new employees quitting before they feel bonded to the organization. Most labor

turnover( particularly at the operator levels) occur at the first six months of employment, so

helping new employees feel part of the organization, can reduce labor turnover costs and

improve organizational profitability and competitiveness. However, the orientation programs

must be well planed conducted and evaluated. The HR manager should remember that

orientation is likely to be more successful if it is done over period of time so the new

employees is not overloaded with information, it involves a combination of learning styles and it

begins immediately, Raymond J Store,(2005).

Another powerful tool that managers could use in employees satisfaction is personal

development (Jensen, Mc Mullen, Stark, 2007, pg181) as employees are concerned about

their opportunity and growth as offering a fulfilling, a long term career with the organization is

one of the reason so many employees stay with the organization, and pay is another factor

that make employees leave their employer.

2.3 Salary and Benefit:

Money plays a complex role in employee motivation. It is instrumental in satisfying employee

needs because it facilitates the purchase of food, shelter and clothing and provides the means

pursue leisure activities. Money can also serve as a simple of achievement, recognition and

status. It acts as a message from the organization to employee about how much it value to the


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organization. Employees compare money earned to determine how they rank, the result of

suck ranking can affect employee satisfaction and performance. Raymond J Store,(2005).

American whiz-kid billionaire, Mark Cuban says: Money is a scoreboard where you can rank

how you are doing against other people. (Raymond J Store,(2005).

Compensation is what employees receive in exchange for their work. Includes pay and benefit

(total compensation) or just pay (cash compensation).Compensation is one of the most

important Human Resource Managing activities. It can help to reinforce the organizations

culture and key values and facilitate the achievement of its strategic business objective. Within

many company, the intent of compensation or pay programs is to increase an employees

understanding of how performance relate to pay and improves organizational result. If

compensation strategies are successful, employees might not only improve on their personal

financial situation but also increase their sense of worth and consequently their level of

confident, self-esteem and satisfaction, (Stuart Bruchey,2000).

Employee benefits package such as tuition reimbursement, paid leaves policies (bereavement,

examination, etc.), paid personal time off, enhances health insurance, retirement plans, paid

vacations/ holidays and overtime multiplier that are competitive and attractive would increase

employee satisfaction. Giving long-service awards, visit/send card to sick employees, etc

would also engender employee satisfaction. Acknowledging employees for excellence among

their peers through an announcement in the company newsletter, an employees recognition

and rewards also serve to enhance a sense of satisfaction. Similarly, recognition and rewards

that are given fairly and adequately according to job performance have a positive effect on

employees satisfaction. Ongoing feedback about performance from superiors in the form of


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praise/ recognition also tends to stimulate employee satisfaction. Employees are also more

satisfied with the flexible benefit options. (Lai wan, 2010)

2.4 Leadership:

Kouzes, J., and Posner, B. (2007) stated that leadership is the process of social influence in

which one person can enlist the aid and support of others in the accomplishment of a common

task."Definitions more inclusive of followers have also emerged. According to Bernard M.

Bass, leadership can be defining as an interaction between two or more members ofan age

group that often involves a structuring or restructuring. Bass also believed that the study of

leadership parallels the rise of civilization. He wrote: Leadership has been seen as the focus of

group processes, as personality attribute, as the art of inducing compliance, as an exercise of

influence, as a particular kind of act, as a form of persuasion, as a power of relation, as an

instrument in the attainment of goals, as an effect of interaction, as a differentiate role, and as

the initiation of structure. This definition covers a complex set of circumstances that includes

the psyche of the period, the economic situation, and the structure of the culture. In other

words, leadership transcends all boundaries and is an instrumental part of the evolution of

society, human development and organizational progress.(Mitchell R. Waite, 2008)

Ferris, Rosen, Barnum (1995, pg586-587) state that human resource management research

had found that proactive leadership and direction from the CEO level can achieve respect and

high levels of employee satisfaction, motivation and investing in leadership dimension such as

communicating, empowering, facilitating, coaching, among others. In Gronfeldt and Strothers

(2006,-234) service related research, they found that if employees feel the values of the


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corporate culture are worthwhile and beneficial to his or her interests, they will become more

satisfied and loyal.

Nimmo(1979) discovered that in service related organization employee satisfaction could be

direct varied by altering the management style of the organization or the selection of

supervisor with differing communication style. For example, if the communicating of supervisor

or manager style is top to down communicating (which not much interaction, just commanding,

listen and following, discourage questioning) or the bottom up approach( interactive,

encourage, concern with employee satisfaction) affected to employees satisfaction shows and

in turn increase workers productivity.

As discuss by Dan McCaethy(2009) a motivating environment is when people are pushing

themselves harder than any boss could ever push them. Its when people are giving it their all

when no one is watching and no one may ever know. They are giving 110% because they

want to, not because they have to. Therefore, to create a positive working environment, a

manager must first let their team members know what is expected of them. This mean they

have to establish specific performance standards, set goals, set deadline and communicate

these expectation clearly. (the Manager guide,UK)


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Chapter 3

RESEARCH METHODOLOGY:

3.1 Research design

Research is the process in which measurements are taken of individuals or organizations. The

collected data are analyzed and interpretation to the topic of the research. Methodology is the

guide and procedure to system the study, therefore, the analyzing and designing of the study

are followed a structure. There are various methodologies used to approach a study topic,

carry out the procedure and determine the research topic a acceptable quality.

The purpose of the research is to find out the impact of independent variables on dependent

variables. According to Saunders, Lewis, & Thornhill (2009) and Peak (1966), hypothesis

testing usually explains the nature of certain relationship among groups or the independence

of two or more factors in a situation.

According to (Mark Sauders, Philip Lewis, Adrian Thornhill, 2007) and (Yin 2003), there are 7

research strategies that could be used for exploratory research: experiment, survey, case

study, action research, grounded theory, ethnography, archival research. In this analyzing,

survey methodology is considered as the most appropriate method to examine the topic.

Survey is used as a research method for this research. Survey is by far the most widely used,

certainly in client-based marketing research. An advantage of survey is that respondents react

to identically worded questions that are normally presented in the same order and with the

same response options for each question. A survey entails the capture of data based on

addressing questions to respondents in formal manner and taking a systematic record of their

responses (Kent, 2007, p. 182).


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In addition, the research for this paper used the questionnaire as a data collection tool to

collect the data for the research. The sample size is designed to get the respond from 100

respondents; after the researcher collect the required data, then all the data are analysed and

interpreted and discussed in percentage. The employees expression are revealed in the

outcome index which showed the current employment situation of newly resort operating

3.2 Research participants

The survey is conducted in Diamond bay Resort and Golf, this is the place that researcher

used to work for. This is also an appropriate place to provide survey information. The designed

sample size of 100 respondents who are currently working for Diamond Bay resort and Golf,

the questionnaire given to the 100 respondents are randomly selected in every department,

especially in Front Line, who deals with the guests almost every day, except their day off. Like,

House Keeping, Front Office, F and B, Engineering.

The respondents are working in the resort with the length of service up to 3 years. The

questionnaires are given to the employees online. The advantage of collecting the respond by

the questionnaire online is the confidential, not formal, respondents might stay at home and

feel free to answer the question any time, and they also share their personal think about the

management team, peers, colleague and their expectation from the resort. If the survey

conducted in the company, the employees might feel uncomfortable to share their personal

idea. Some of the respondents required confidently their name and their personal idea by then

the data collected were useful in term of quality.


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3.3 Research instrument and questionnaire design:

A questionnaire is a formalized set of questions for obtaining information from respondents. A

questionnaire is characterized by three specific objectives:

It must translate the information needed into a set of specific questions that respondents

can and will answer

It must uplift, motivate and encourage respondents to become involved in the interview,

and then cooperate and complete call the questions

It should minimize response error; this is the error that arises when respondents give

inaccurate answers or their answers are misreported or misanalysis

(Malhotra, Hall, Shaw, & Oppenheim, 2006, pp. 300-301)

To develop a further understanding of questionnaire design, Schmidt & Hollensen, 2006

suggested the questionnaire design process; the process in figure 3 shows that the ten steps

are interrelated and the development of questionnaire involves much iteration and

interconnection between stages (Schmidt & Hollensen, 2006, pp. 148-159)


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Figure 3: The questionnaire design process (Schmidt & Hollensen, 2006)

The questionnaire consists of 23 questions including the close question and opened question.

The survey used 5 point rating scale, the respondents are asked to rate the variables base on

their point of view on ranking from: Strongly agree, Agree, Neutral, Somewhat disagree,

Disagree. The first part of the survey is to collect the respondents personal data, length of

service, age group.


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Next, the multiple choice question is designed approach closely to three variables, Hiring and

Selection, Salary and Benefit, and Leadership of the research topic, which helps to clarify the

Independent Variable to Dependent Variable. In multiple question section, the respondents are

just answer the question among a set of the alternative given answer, including Ranking and

Scale. The open ended question is the last question to get the employees expectation and

opinion about that resort that need to be improved or changed. For the open ended question,

employees could answer the question by the way they feel most convenient. The open-ended

question could add value for the management to understand their employees more in order to

create a better environment at the work place for employees. The data had collected from the

survey support for the company to understand more about the employees satisfaction.

3.4Research procedure

The questionnaires are given randomly through email to the staffs, who are currently working

in Diamond Bay resort and Golf. The list of employees email contact provided by Ms.Tinh, HR

executive. The employees who answer the questionnaire are front line staff. They deal with

guests, handle guest complain; listen to the compliment from the guests. The questionnaire

are sent to employees email, and it take around more than a week to collect all the necessary

data from 100 respondents.

3.5 Data analysis:

There were 100 responses from the employees. All the data were checked carefully, all the

data collected through 17 questions was analyzed by the percentage. Microsoft Excel used to

analyse and graph the data. Graph or charts were used to demonstrate the result of each

question to reader. The researcher analyzed the data base on the graph and chart.


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Chapter 4

Data Analysis

4.1 Respondent profile:

Question1.

Male 54

Female 46

Table 1: Gender

Figure 4: Gender

From table 1 and figure 4, a hundred questionnaire forms delivered, there are 54 male and 46

female who filled up the questionnaire. In order to get 100 responds, the researcher sent 125

questionnaires randomly to the employees who are currently working for the resort. No matter

the new employees or the senior employees with a few years of experiences. The researcher

wants to get the variable idea and the feedback of employees, in order to understand their

disappointment, expectation or suggestion to improve the working environment.

Male

54%

Female

46%

Gender


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Question 2

Table 2: Department

Figure 5: Department

The respondents of this research mostly from front of the house, such as F and B,

Housekeeping, Front Office and Engineering who directly deal with the guests during

their time of stay. They are the representative of the resort to provide the service satisfy

guests. The table 2 and Figure 5 indicate the number of staffs in each department in the

survey.

Question3

Length of

service


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Figure 6: length of service

The table 3 and figure 6 indicate the length of service of respondents. As showed on the

figure, there are 11 respondents who just join to resort for less than 6 months, within the

sort period of time of working for the resort, this respondents group contribute their first

impression of the resort into this research. 28 respondents whose length of service

between 6 months to 1 year, 33 respondents work from 1 year to 2 years. Finally, there

are 28 respondents representative for the oldest staffs group. Looking at the ratio of

staff covered by the survey, its quite balance to have the general idea and feedback

from employees.

11

28

33

28

Length of Service

Less than 6 months

6 months to 1 year

1 to 2 years

2 to 3 years


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4.2Employees evaluation on the hiring process and Selection, Salary and Benefit,

Leadership:

4. 2.1 Hiring process and Selection::

Question3a

Disagree Somewhat Disagree Neutral Agree Strongly agreeJob offered according toapplication and interest

2 33 12 40 13

Table 4: Job offer interest

Figure 7: Job offered interest

As showed on table 4 and figure 7, its clearly showing that there are 13% very satisfy and

40% satisfy with the job offered. On the other hand, 33% of respondents are doing the job that

was not match with their application, moreover, 2% of respondents disagree and not satisfy

with the job they are doing. If there is not the suitable change, these 2% could quit their job

regarding to the dissatisfaction. 12% give the answer neutral or this question, they might feel

uncomfortable to answer or the job they are doing is ok, they can accept it and wait for other

opportunity.

2

33

12

40

13

0

10

20

30

40

50

Disagree SwD Neutral Agree Strongly

Agree

I'm offered a job accoring to my

application and interest

I'm offered a job accoring

to my application and

interest


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Question3b

Disagree Somewhat Disagree Neutral Agree Strongly agreeKnowledge and skills meet the job requirement 3 23 13 54 7

Table 5: Job requirement

Figure 8: Job requirement

As showed in figure 8, majority of the respondents (54%) agree that their knowledge and skills

meet the job requirement, following by 23% of respondents somewhat disagree. There are

13% say neutral to this question. 7% respondents strongly agree that their skill and knowledge

meet or exceed the job requirement, while 3% said their skill did not meet the job requirement.

As the nature of hospitality job, its not required special skill like engineering, art or nurse,

hospitality job more require on communication skill, that is the reason why there are

employees that their skills and knowledge did not meet the job requirement but they could do.

The staff can improve the skill during their working.

Question3c

Disagree Somewhat Disagree Neutral Agree Strongly agree

3

2313

54

7

0

20

40

60

The knowledge and skills meet

the job requirement

The knowledge and

skills meet the job

requirement


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he company provide guidance and orientation prior 3 33 14 40 10

Table 6: Job Orientation

Figure 9: Job Orientation

As showed on Figure 9, about the guidance and orientation provided prior to starting the job.

The result showed the equally between agree and disagree, 10% strongly agree, 40 % agree

and 14% say neutral for this question. On the other hand, 33% somewhat disagree and 3 %

disagree on the guidance and orientation provided. In order to eliminate the 36% of disagree

and somewhat disagree, management team have to focus on the material and procedure of

delivering orientation prior to starting work. Orientation is firstly designed by Human Resource,

so HR should discuss with head of function department in order to provide an effective

orientation and guidance to newcomers.

01020

30

40

3

33

14

40

10

The company provide guidance and

orientation prior to starting job

The company provide

guidance and orientation

prioi to starting job


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Question3d

Table 7: Ongoing training

Figure 10: Ongoing training

Figure 10 showed 8% for strongly agree, 42% for agree, 15% for neutral. 34% for somewhat

disagree and only 1% for disagree on the ongoing training provided at each stage of the work,

a great number of 34% staffs said somewhat disagree on the ongoing training, this group of

staffs may might get the training but it is not sufficient and effective in their daily job. 1% said

disagrees for ongoing training, he or she is the new comer in the resort, so he or she did not

attend at of training. As on the figure, its easy to see that the resort is not doing a good job on

providing the sufficient training for their employees in order to update the essential for the daily

job. Some of employees add on comment for this question, they said the resort does provide

the training in term of English skill and job skill but its very limited and not continuous. In order

to add on the value for the current staffs, the management have to serious look at the ongoing

training; for example, preparing the material, set the time to make sure every staffs in the

1

34

15

42

8

0

10

2030

40

50

Disagree Sw

Disagree

Neutral Agree Strongly

agree

Ongoing training provided at each

stage of the work

Ongoing training

provided at each stage of

the work


Ongoing training provided 1 34 15 42 8


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department could attend. Beside job skill, it is strongly encouraged to train the staff soft skill,

such as, empathetic listening and communication skill.

Question3e


Internal promotion is awarded to well qualified associate 0 20 6 46 28

Table 8: Internal promotion

Figure 11: Internal promotion

Figure 11 showed that 28% answer for strongly agree, 46% for agree, 6% for neutral and 20 %

for somewhat disagree on the internal promotion issue in the newly resort . In general

employees are satisfied in promoting the most qualified associates. With a short time of

operation, less than 3 year, the management team still get the somewhat disagree answer for

this issue, employees feel unfair in promoting associate, even though nobody disagree for this

question, however, the management should consider more in promoting any staff. Beside the

observation of higher manager, the promoting procedure should consider the involving of

associate, they could vote for the most qualified associate.

Question 3f

0

50

020

6

46

28

Internal promotion is awarded to well

qualified associate

Internal promotion is

awarded to well qualified

associate


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No Yes

You have a clear contract with the company 19 81

Table 9: Contract with company

Figure 12: Contract with company

There are 81% of respondents have the clear contract with the resort while 19% do not have.

For the group who do not have the clear employment contract with the resort, they are

newcomer in probation or HR late in issuing the contract. Moreover, the case of employees

who is just finish the last year contract and have not sign a new contract yet. Because

according to the resort policy, all the associates who pass the probation are given an

employment contract. In general, the employees satisfied with the company in this issue.

Question3g

No Yes

Have you ever been shifted to other position or other department by the company 73 27

Table 10: Job Shift

No

19%

Yes

81%

I have a clear contract

employment with the company


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Figure 13: Job shift

Figure 13 show that there are 27% of respondents were shifted to other department or position

which different from his or her application. 73% of respondents still do the same job as

beginning. The movement is considered at the normal issue in hospitality line and the survey

was conducted during the time that the resort is lacking of staff, in order to balance the number

of staff in every department, the management have to shift the staffs. However, this is not a

good practice, the management have to recruit more new staffs and shift back the shifted

associates. The staff would be happy if they do the job they like.

Question3h

No Yes

You have opportunity to advance working at your current resort? 36 64

Table 11: Growth opportunity

73

27

Have you ever been shifted to

other position or other

departemnt by the company?

No

Yes


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Figure 14: Growth Opportunity

As the chart in figure 14, it showed that 64% of respondents see their agreement in advance

the job in the current workplace, in contract there was 36% did not see their growth. They are

willing to move to other organization if they have a chance. The new operating resort, just 3

year operating, they might not have a sufficient to keep their employees, however, this survey

is a chance to add value for the management to understand their employees.

Question4a


Benefits offered are in line with others 4 31 7 53 5

Table 12: The competitiveness of benefit offered

Figure 15: The competitiveness of benefit offered

0

50

100

NoYes

36 64

Growth opportunity

Growth opportunity

4

31

7

53

5

0

10

20

30

40

50

60

Disagree Somewhat

Disagree


Agree

The competitiveness of benefit offered

The competitiveness of benefit

offered


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Benefit offered by the company is one of the most important issues to consider of employees.

As figure 15, the answer of employees in term of benefit offered by the resort is quite

complicated among employees. 5% for strongly agree, 53% for agree,7% for neutral, 31% for

somewhat disagree and 4% for disagree. 58% of respondents who are satisfied with the

benefit offered by the resort, and this benefit is competitive comparing to other property in

Nhatrang, while 7% said neutral for this question, they might feel uncomfortable to give out the

answer or they just observe the organization for a short period of time, so they do not have the

idea. 35 % of respondents did not satisfy with the benefit offered by the resort. They might

have been worked for many organizations and then, they compare the benefit offered.

Question4b


The monthly salary offered are competitive 1 25 12 54 8

Table 13: Salary competitive

Figure 16: Salary competitive

0

10

20

30

40

50

60

1

25

12

54

8

Salary competitive

Salary competitive


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As show on figure 16, a great number of 54% of respondents who agree with the salary

competitive that the resort offered, 8% said strongly agree, 12% for neutral answer, they

hesitate for the monthly salary that they get, while 25% for somewhat disagree and 1%

disagree. In general, employees are likely satisfied with the salary strategy of the resort.

Question 4c


feel that my compensation match my responsibility 1 32 10 43 14

Table14: compensation satisfaction

Figure17: Compensation satisfaction

As figure 17, for the compensation satisfaction there are 14% for strongly agree, 43%

for agree, 10 % for neutral, 32 for somewhat disagree and 1% disagree. For 10% of

respondents who say neutral for this question, they might feel uncomfortable to give out

the answer. Moreover there are some new comers, they just join the organization, so

they did not have much evaluation. For the group who somewhat disagree and disagree

1

32

10

43

14

05

101520253035404550

Compensation match responsibility

Compensation match

responsibility


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Page | 34

on the compensation, they still need to discuss with the head of department and Human

Resource to adjust on their compensation.

Question: 4 d, e, f


The uniform provided are in good and clean condition 4 52 10 28 6

Hotel provide staff duty meal 17 43 7 32 1

The medical cares covered during employment 27 28 15 23 7

Table 15: Benefit offered

Figure 18: Benefit offered

0

10

20

30

40

50

60

Disagree Somewhat

Disagree


Agree

4

52

10

28

6

17

43

7

32

1

27 28

15

23

7

Benefit offered

Uniform in good condition

Duty meal

Medical care


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Figure 18 is the chart that indicates the result of three question 4d, 4e, 4f. For the

uniform section, more than a half employees complain about the uniform provided.

While 34% agree on the uniform provided. The hotel do change the uniform, however,

the changing was not done for the whole resort. Because of the high turnover rate in the

resort, the uniform cannot adapt, so the newcomer have to use the old uniform. The

management team should consider in replacing the uniform for all the staff in the resort.

For the duty meal provided, more than a half of respondent did not satisfy, for this

question the researcher get the comment that the canteen is very hot, especially at

lunch time, like a sauna, the employees cannot stand. Moreover, the variable of the

menu is very poor, the food keep replacing. Even thought, the canteen have the

comment box, the situation still not improve. For the medical care, the majority of

respondents were not satisfied, while 30% agree on the medical care, and 15% for the

neutral idea. In order to satisfy the employee in term of benefit package, the

management should seriously look at the issue, to improve on the employee

satisfaction. Look at figure 15, the number of employees who are not satisfied is more

than the satisfied employees in the resort conducted the survey, this number convey the

bad message for the future development of the resort.

Question 5a, b


Supervisor display fairness 5 12 6 66 11

Supervisor is an effective listener 1 25 12 47 15

Table 16: Supervisor Characteristic


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Figure 19: Supervisor Characteristic

The chart of figure 16 display the supervisor characteristic, in general the staffs agree

with the way of supervisor. There are 66% for agree that their supervisor display

fairness, 11% for strongly agree, 6% for neutral and 17% for disagree and somewhat

disagree. It could be the miscommunication between the gap of supervisor and the first

line staffs. However, this issue could be improving on when the supervisor and staffs

understand each other more. In the question that supervisor is an effective listener,

there are 15% for strongly agree, 47% for agree, 12% for neutral, 26% for disagree and

somewhat disagree. Like displaying fairness, to improve on this issue, the management

should consider the team building activity to bond the relationship and solve on the

communication problem. The team building could solve this problem and improve on the

relationship, help supervisor and staffs understand each other more.

0

20

40

60

80

DisagreeSomewhat

DisagreeNeutral

AgreeStrongly

agree

5 12

6

66

11

1

25

12

47

15

Display fairness is an effective listener


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Supervisor creates team working environment 3 29 11 40 17

Supervisor treat mistake as learning experience 1 26 12 42 19

Supervisor encourages creative and innovative approaches 3 22 10 37 28

Table 17: Leadership display

Figure 20: Leadership Display

Figure 17 shows the leadership display of the supervisor and manager in day by day

operation. For the creating teamwork work environment, more than a half employees

agree, while 32% disagree and somewhat disagree, and 11% for neutral answer. In

general, it shows that the bonding in wok is not really sufficient; a third of respondents

did not feel team work at their department.

0

5

10

15

20

25

30

35

40

45

3

29

11

40

17

1

26

12

42

19

3

22

10

37

28

Leadership Display

Create teamwork

environment

Treat mistake as learning

experience

Encourage creative and

innovation


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In question 5d, there are 60% agree that their supervisor treat the mistake as the

learning experience, while 27% did not think so and 12% said neutral for this question.

Mistake is not always bad, its the opportunity for people to learn from it and avoid it in

the future. Some mistake could be ignored but some serious mistake could not be

ignored. However, the number of satisfied employees is not bad. Finally, two third of the

respondents agree that their supervisor encourage innovation and creativeness at work,

while 10 % said neutral and 25% disagree and somewhat disagree for this question. In

general, employees agree that their supervisor display the good leadership skill,

however, there are staffs expect the better improvement from their supervisor. This

figure also adds on the value for the supervisor and management to improve on the

strategy to manage the staffs.

4.3 Employees suggestion for the resort (Question 5f):

Increasing salary 16

Require for team building and talk day 14

Improving staffs duty meals and air

conditioning the canteen

26

Changing Uniform 16

Provide Training/ cross training 9

No idea 19

Table 18: Employees suggestion


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Figure 21: Employees suggestion

As showed in figure 18 is the collecting result of open-ended question. This question is about

the contribution of employees to make a better work place. According to a hundred

respondents, there are 26 employees who want to get a better service of staff duty meal, the

canteen is very hot and it makes lunch become terrible, moreover, the food keep replacing.

While16% of respondents wants to increase their monthly salary. 14% of respondents want to

bond the relationship in order to understand each other more by opening talk-day or team

building activities. Changing the uniform could make 16% of respondents more satisfied. There

are 9% of respondent wants to have more efficient training to perform well in daily job. There

are also 19% of respondents vote blank for the open-ended question. According to the result

collected, Head of Function Department have to cooperate with Human Resource Department

to respond to employees expectation. A hundred respondents represent for the

employeescurrently work in the new operating resort, their idea is for the management to

create a better work environment.

19

9

16

26

14

16

0 5 10 15 20 25 30

No idea

Training program/ cross training

Changing Uniform

Improving staffs duty meal and air-conditioning

Require for team buiding activities and talk day

Increasing salary


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Chapter 5

CONCLUSION, RECOMMENDATIONS AND SUGESTION FOR

FUTURE RESEARCH

5.1Conclusion:

As the title of this research, this paper to clarify and emphasize the importance of providing

effective and dynamite work environment that the Employees satisfaction increase. As the

service-profit chain (Sarah Cook 2008) the employees satisfaction affects the customers

satisfaction, profit and growth.

In the service industry, human is the most value asset that the organization possess, however

this asset is not stable. Employees deserve to be happy working and satisfied in the working

environment. There is a link between employees satisfaction and customers satisfaction, in

order to build and strengthen this link, the organization should take priority on creating

employees satisfaction. There are many ways to create a healthy workplace that the

management can consider is employees involvements and 2 way of communication. Once the

employees satisfy with the job, their supervisor listen to them, they get offer opportunity to

grow, keep life and work balance and get training. Consequently, they are satisfied, so they

would provide their colleagues and customers the good service from their heart.

The result of this research has showed the significant different level of employees satisfaction .

From there the management team will add on value in the strategy to create and maintain

happy and healthier environment. Where associate feel belong to, colleague as extended

family, feel free to speak up and give out opinion. From the comfortable in work, employees


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can see job advance in the future. Moreover, Pay and benefit are also the important factor

affect the employees satisfaction with the organization.

The important achievement of every organization is to make the employee proud to work in. All

the employees want to satisfy their customers, but how the employees can provide good

service also partly affected by the management. When employees are encouraged and

supported, they could do the amazing thing. Customers can tell the difference, when the

customers satisfaction index increase, the relationship between resort and guest will be

stronger. Hence, the role of management to employees satisfaction affects the profit and

growth of the resort.

Three factors that affect to the employees satisfaction: Hiring Process and Selection, Salary

and Benefit, Leadership. The importance of hiring the right person to the right position is the

first step to create the employees satisfaction; at least employees do what they want to do

every day. As the survey, not 100% employees do the job that they want to, that is when the

employees feel dissatisfied. The management team could consider variable method to

improving the employees satisfaction, in figure 14, there are only 64% of respondents willing

to continue their job, and 36% of them will go to another organization. The management need

to do thing base on the employees expectation in order to remain them in the resort . The

research shows the potential issue of newly resort operation if they do not have any response

to their employees. Next, Salary and Benefit are considered one of the most important factors

affect to employees satisfaction. Employees work for the company to exchange their

achievement of work to compensation. If the compensation worth what employees have done,

they are satisfied and willing to contribute more to the resort. This research show that just

more than a half of respondents agree on the salary and compensation. Less than a half of


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respondents are still not happy with the resort. In addition, the benefit offered to employees is

poor, which more than a half is not satisfied. The problem of the resort showed clearly, so the

action of the management team is very important to make a significant change in order to

improve the employees satisfaction. Finally, researcher examine the factor of Leadership, this

is all about communication and relationship between supervisor, manager and employees. If

the employees are well treated, be understood, he or she would be happy. When employees

are happy that is the motivation for them to work and contribute to the resort. The three factor

mentioned

5.2 Recommendation:

According to J W Marriott Snr : If you take good care of your associate, they will take good

care to your customers, and the customers keep coming back - suck is the philosophy of

Singapore Marriott.( asiaonebusiness,2009). The resort can improve on the area that it gets

the negative response. According to the negative response, there are recommendation to

improve the resorts which cover in the hiring and selection process, Salary and Benefit, and

leadership area:

Training program should be considered as the important in the development of the resort.

Training program would be effective if the management make a budget to train every staffs, to

keep them up to date with the technology, skill set and stay competitive with other competitors.

Orientation is firstly designed by Human Resource, so HR should discuss with head of function

department in order to provide an effective orientation and guidance to newcomers. Orientation

is provided a long the first month of working, not only once to avoid the overload of information.


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-Communication gap between management, supervisor and employees is very important; the

communication should be 2 ways, so the employees could understand the situation or the

strategy of management in order to perform better. The management team also have to

respect and listen to the employees expectation and idea. Because if employees know that

their contribution is respected, they will continue to improve to provide a better service to

customers.

-Leadership, teamwork have to go with team building activity, once the relationship get closer,

the role of leader is easier to do. The supervisor will understand the employee more, so they

can assign the work more logistical.

- Benefit and Salary, the Human Resource should try to benchmark the rest of competitors to

get a good benefit package for the staffs as this will help to retain the valuable staffs.

5.3Suggestion for further research:

In the future research, it is recommended to spread the questionnaire to all the employees, so

the resort could have the more sufficient data to fulfil the need of the research. In addition, in

the personal information, questionnaire should include the position of the respondents, which

could give the deeper analysis.

This research is just look into the front line staff; other back office department also indirectly

contribute the service to customers. In the future research, the questionnaire should design

base on the specific of department. In addition, the management level and part timer should be

consider in the research survey. They also have the idea to contribute for the growth of the

resort.


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This research used questionnaire as a data collecting tool, in the future research researcher

should add on interview method to collect the data. The interview method could deeply get the

response from the staffs, in the conversation the staffs are willing to share more. So the

researcher has more useful information.

In addition, in designing questionnaire researcher should not using neutral in answer part,

neutral could be consider as negative than positive. So the outcome of the survey could be

affected. In the next research, the open-ended should be encouraged.

5.4 Limitation:

Another issue that occur in this paper, the researcher do the survey online when he was in

Singapore. The sample size of this study is 100 respondents, however, the researcher has

sent out 125 questionnaires to employees email in order to get 100 responses. Because this is

not the survey by the hotel, some of them are not supportive, the researcher have to push

them up to fill up the questionnaires.

Because of the limitation of time, the researcher has just conducted the survey in only one

property- Diamond Bay resort and Golf. it might affect the general outcome of this study

Moreover, the questionnaire is not conducted by the hotel, employees think that its not

important, so their answer might not exactly to what actual happen in the resort. Or some of

them give neutral for the question, like they just do to complete, not dare to know the content.

This is one of the failure that researcher cannot avoid.

This research conduct in four department, Front Office, F and B, Housekeeping and

Engineering department, this is not fully represent for the whole employees in the resort. The

data collected in the survey is not satisfied the purpose of this research. Moreover having

limited time frame is also consider as limitation for this research


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http://books.google.com/books?id=Vnjy9qFf54QC&printsec=frontcover&dq=employees+engagement&cd=2#v=onepage&q=employees%20engagement&f=falsehttp://books.google.com/books?id=Vnjy9qFf54QC&printsec=frontcover&dq=employees+engagement&cd=2#v=onepage&q=employees%20engagement&f=falsehttp://books.google.com/books?id=Vnjy9qFf54QC&printsec=frontcover&dq=employees+engagement&cd=2#v=onepage&q=employees%20engagement&f=falsehttp://update.econnection.fi/yliopistokeskus/nestori/tiedostot/26/f47729d1f6c20a0f217692b49d126734.pdfhttp://update.econnection.fi/yliopistokeskus/nestori/tiedostot/26/f47729d1f6c20a0f217692b49d126734.pdfhttp://update.econnection.fi/yliopistokeskus/nestori/tiedostot/26/f47729d1f6c20a0f217692b49d126734.pdfhttp://update.econnection.fi/yliopistokeskus/nestori/tiedostot/26/f47729d1f6c20a0f217692b49d126734.pdfhttp://update.econnection.fi/yliopistokeskus/nestori/tiedostot/26/f47729d1f6c20a0f217692b49d126734.pdfhttp://books.google.com/books?id=Vnjy9qFf54QC&printsec=frontcover&dq=employees+engagement&cd=2#v=onepage&q=employees%20engagement&f=falsehttp://books.google.com/books?id=Vnjy9qFf54QC&printsec=frontcover&dq=employees+engagement&cd=2#v=onepage&q=employees%20engagement&f=false


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Mitchell R. Waite, 2008, Five service leadership, retrieved on 15-june-2010, from

http://books.google.com/books?id=p9EjgON229gC&pg=PA1&dq=what+is+leadership&hl=e

n&ei=DpgYTNu8FZSyrAeohvTKCg&sa=X&oi=book_result&ct=result&resnum=7&ved=0CE

cQ6AEwBg#v=onepage&q&f=false

John R.Schermerhorn(1993,pg136) Management of productivity.

Nhatrang one of the most beautiful bay in the world, retrieved 16-June-2010 from

www.world-bays.com)

Kent, R. (2007). Marketing Research: Approaches, Methods and Applications in Europe.

London: Thomson Learning.
http://books.google.com/books?id=p9EjgON229gC&pg=PA1&dq=what+is+leadership&hl=en&ei=DpgYTNu8FZSyrAeohvTKCg&sa=X&oi=book_result&ct=result&resnum=7&ved=0CEcQ6AEwBg#v=onepage&q&f=falsehttp://books.google.com/books?id=p9EjgON229gC&pg=PA1&dq=what+is+leadership&hl=en&ei=DpgYTNu8FZSyrAeohvTKCg&sa=X&oi=book_result&ct=result&resnum=7&ved=0CEcQ6AEwBg#v=onepage&q&f=falsehttp://books.google.com/books?id=p9EjgON229gC&pg=PA1&dq=what+is+leadership&hl=en&ei=DpgYTNu8FZSyrAeohvTKCg&sa=X&oi=book_result&ct=result&resnum=7&ved=0CEcQ6AEwBg#v=onepage&q&f=falsehttp://books.google.com/books?id=p9EjgON229gC&pg=PA1&dq=what+is+leadership&hl=en&ei=DpgYTNu8FZSyrAeohvTKCg&sa=X&oi=book_result&ct=result&resnum=7&ved=0CEcQ6AEwBg#v=onepage&q&f=falsehttp://www.world-bays.com/http://www.world-bays.com/http://www.world-bays.com/http://books.google.com/books?id=p9EjgON229gC&pg=PA1&dq=what+is+leadership&hl=en&ei=DpgYTNu8FZSyrAeohvTKCg&sa=X&oi=book_result&ct=result&resnum=7&ved=0CEcQ6AEwBg#v=onepage&q&f=falsehttp://books.google.com/books?id=p9EjgON229gC&pg=PA1&dq=what+is+leadership&hl=en&ei=DpgYTNu8FZSyrAeohvTKCg&sa=X&oi=book_result&ct=result&resnum=7&ved=0CEcQ6AEwBg#v=onepage&q&f=falsehttp://books.google.com/books?id=p9EjgON229gC&pg=PA1&dq=what+is+leadership&hl=en&ei=DpgYTNu8FZSyrAeohvTKCg&sa=X&oi=book_result&ct=result&resnum=7&ved=0CEcQ6AEwBg#v=onepage&q&f=false


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Diamond Bay Resort and Golf questionnaire:

Name (optional): ...............................................................................................

1. What is your gender?

Which department are you currently working in? (Please tick)

F&B Housekeeping Front Office ???

2. What is the length of service to date: (please tick)

Less than 6 months 6 months to 1 years 1 to 2 year 2 to 3 years

Please state your opinions towards the following description on the question below. For each statement, please

use the scale: 5- Strongly agree, 4- Agree, 3- Neutral, 2-Somewhat disagree, 1- Disagree.

3. Hiring Process and Selection

3.a I am offered a job according to my application and interest 1 2 3 4 5

3.b The knowledge and skills meet the job requirement 1 2 3 4 5

3.c The company provide guidance and orientation prior to starting work 1 2 3 4 5

3.d Ongoing training is provided at each stages of the work 1 2 3 4 5

3.e Internal promotion is awarded to well a qualified associate 1 2 3 4 5

3.f Do you have a clear employment contract with the company?

No Yes

3.g Have you ever been shifted to other position or other department by the company?

No Yes

3.h Do you think you have opportunity to advance working in Diamond bay Resort and Golf?

No, I would better switch to other organization where I can get promotion

Yes, I can see my growth and development here

Male Female


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4. Salary and Benefit

The benefits offered are competitive and in line with the industry

Salary

4. a Benefits offered are in line with other hotels in Nha Trang city 1 2 3 4 54. b The monthly salary offered are competitive 1 2 3 4 5

4. c I feel that my compensation match my responsibility 1 2 3 4 5

Benefits

4.d The uniform provided are in good and clean condition 1 2 3 4 5

4.e Hotel provide staff duty meals 1 2 3 4 5

4.f The medical cares covered during employment 1 2 3 4 5

5. Leadership

How do you rate your immediate supervisor?

5.a Supervisor display fairness 1 2 3 4 5

5.b Supervisor is an effective listener 1 2 3 4 5

5.c Supervisor creates team working environment 1 2 3 4 5

5.d Supervisor treat mistakes as learning experiences 1 2 3 4 5

5.e Supervisor encourages creative and innovative approaches 1 2 3 4 5

5.f State THREE points that the management of this resort could improve on


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Questionnaire blueprint

No Questions content Related variable

1 Gender Personal information

2 Department Personal information

3 Length of service Personal information

3a I am offered a job according to my application and interest Supporting IV1

3b The knowledge and skills meet the job requirement Supporting IV1

3c The company provide guidance and orientation prior to

starting work

Supporting IV1

3d Ongoing training is provided at each stages of the work Supporting IV1

3e Internal promotion is awarded to well a qualified associate Supporting IV1

3f Do you have a clear employment contract with the company Supporting IV1

3g Have you ever been shifted to other position or otherdepartment by the company?

Supporting IV1

3h Do you think you have opportunity to advance working inDiamond bay Resort and Golf?

Supporting IV1

4a Benefits offered are in line with other hotels in Nha Trang city Supporting IV2

4b The monthly salary offered are competitive Supporting IV2

4c I feel that my compensation match my responsibility Supporting IV2

4d The uniform provided are in good and clean condition Supporting IV2

4e Hotel provide staff duty meals Supporting IV2

4f The medical cares covered during employment Supporting IV25a Supervisor display fairness Supporting IV3

5b Supervisor is an effective listener Supporting IV3

5c Supervisor creates team working environment Supporting IV3

5d Supervisor treat mistakes as learning experiences Supporting IV3

5e Supervisor encourages creative and innovative approaches Supporting IV3

5f State THREE points that the management of this resort could

improve on

Open-ended question


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Diamond Bay Resort and Golf questionnaire:

Tn (c hoc khng): ...............................................................................................

1. Gii tnh?

Nam N

2 Bn lm vic b phn no? (Vui lng chn)

F&B Housekeeping Front Office ???

3 Bn lm vic c bao lu: (Vui lng chn)

t hn 6 thng 6 thng 1 nm 1 n 2 nm 2 n 3 nm

Hy tr li nhng cu hi pha di theo kin ring ca bn. Tr li bng cch chn cu tr li t1 n 5: 5- rtng , 4- ng , 3-trung lp, 2- c phn khng ng , 1- khng ng .

3 Tuyn dng v chn la3.a Ti c ngh cng vic ph hp v theo mong mun 1 2 3 4 5

3.b Knng v kin thc ca ti p ng c cho cng vic 1 2 3 4 5

3.c Ti c nh hng v hng dn c thtrc khi bt u lam vic 1 2 3 4 5

3.d Ti c o to trong qu trnh lm vic 1 2 3 4 5

3.e Nhng nhn vin tt c thng chc xng ng 1 2 3 4 5

3.f Bn c mt hp ng r rang vi cng ty?

Khng C

3.g Bn b lun chuyn b phn hay v tr khc theo yu cu ca cng ty?

Khng C

3.h Bn ngh mnh c c hi thng tin v pht trin ti Diamond bay Resort and Golf?

Khng, ti s tm n mt ni lm vic tt hn

C, ti thy s pht trin v ngh nghip ca mnh y


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4. Lng bng v phc li

Phc li bn nhn c cnh tranh so vi cc ni khc trong thnh ph

Lng

4a. Phc li bn nhn c cnh tranh vi cc ni khc trong Nha Trang 1 2 3 4 54b. Lng ca bn c thc s cnh tranh 1 2 3 4 54c. Quyn li bn c hng xng ng vi trch nhim c giao 1 2 3 4 5

Phc li

4d. Bn nhn ng phc sch s v tt 1 2 3 4 54e. Ba n nhn vin tt 1 2 3 4 54f. Nhn vin c chm sc sc khe tt 1 2 3 4 5

5. Leadership

Bn nh gi cp trn nh th no

5.a i xcng bng vi mi ngi 1 2 3 4 5

5.b Bit lng nghe nhn vin 1 2 3 4 5

5.c To mi trng lm vic theo nhm 1 2 3 4 5

5.d Cp trn xem sai lm mc phi l kinh nghim trong cng vic 1 2 3 4 5

5.e Cp trn khuyn khch sang to trong cng vic 1 2 3 4 5

5.f Nu ln 3 iu bn mun cp lnh o cn lm, to ra mi trng lm vic tt hn


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Timeframe:

Objective 2010

April May June

Approval of research proposal

Writing review of Related Literature

Consultation with the adviser

Distribution of approved questionnaire

Collection and analysis of data

Writing of data analysis and Recommendation

Approval of Data Analysis & Recommendation

Oral Presentation

Submission of Final Draft


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Budgetary:

Source of expense Number Rate Total

Questionnaire printing 100 0.07 7 SGD

Binding 1 21 21SGD

Grand total 28SGD


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Appendix 1: Respondents answer record ( next page)


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1 2 3 3a 3b 3c 3d 3e 3f 3g 3h 4a 4b 4c 4d 4e 4f 5a 5b 5c 5d 5e

1 1 3 2 4

final project b com hospitality

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