Choose a hospitality company and identify and critically evaluate on how one(s) key element of Hospitality, Cultures and People is enacted in the organisation through thorough research. Further, critically assess on any problems or issues the organisation

This report is based on the hotel industry of Singapore and one of the famous hotels of Singapore named Four Seasons Hotel is taken as a case study. It has been observed with the help of study of the various articles, reviews and by the online platforms that the employees of the hotel are dissatisfied from the company due to various reasons which are described in this report. The methodology that has been used in this research is secondary research in which a literature review has been carried out while collecting the information from scholars, articles and online sites. The main conclusion of the research is that the employees are dissatisfied mainly due to fewer wages and job security which can be improved by the utilisation of theories of motivation.

This research is based on one of the hotels in Singapore named Four Seasons Hotel. One of the problems that have been identified in this hotel is that the employees who are working in the organizations are not satisfied as their wages are low (Glassdoor, 2017). So, the key element that has been chosen in this report is the employee dissatisfaction with the Four Seasons Hotel. Analysing the reasons why the employees of the organization are not satisfied is the main aim of this research and the objectives of the research include-

· To identify the reasons behind the employee's dissatisfaction

· To analyse the ways to overcome the situation

· To analyse the methods to fill the gaps and limitations

Hotel Four Seasons Singapore is one of the luxurious hotels in Singapore which is always dedicated to perfecting the travel experience of the customers with the help of the continuous innovation and maintaining high standards of the hospitality industry. The company belongs to the industry of hotels, motels and resorts and was established in the year 1961. The company has around 109 hotels, 36 rental properties and resort destinations in 46 countries (Four Seasons Hotel, 2018).

The elements of the hotel which are the research topic of this project is the dissatisfaction of the hotel employees as they are receiving the fewer wages according to the industry standards (Puah and Ananthram, 2016).

The first step that that have taken in this project is to search and select one of the hotel of the Singapore that is dealing with some issues which can be researched for which use of the Glassdoor, hotels websites and indeed and have collected the information of the company and about the issues prevailing in the hotels. Based on the search through the indeed, glass door and hotel websites it has been found that Four Seasons Hotel is amongst the luxurious hotel of Singapore but it has also been identified that the employees of the hotel are not satisfied with salaries that they are getting for their high efforts.

According to Chiang, (2013), it had been found that the management team and the work culture of the Four Seasons are very relaxed and respectful. The employees of the hotel have various opportunities to communicate with the team members and well as their managers. The employees of the hotel are dealing with the difficult guest requests and are spending their lot of time and energy in fulfilling the special demands of the guests. The employees are delivering their services to the customers within the strict standards of the Forbes 5 star service. While giving so many efforts in the work, there is a lack of advancement opportunities for the employees and the wages that they are getting are not in line with the city cost of living. This creates dissatisfaction amongst the employees working in the hotel due to fewer wages. The employees get demotivated. The employees are also dissatisfied because of the short breaks and the medical benefits. The employees have to work for long hours and extra time to deliver high-quality services to the tourists and the customers (Davis, 2015).

According to Indeed, (2018), the company does not have effective policies related to the management of work of the employees which is creating situations of chaos amongst the employees. The employees get demotivated due to ineffective policies and procedures in the hotel. The job of the employees is also not protected by the managers of the hotel which impacts their overall performance and their motivation level.

It can be summarized or concluded from the above-stated facts that the employees of the Four Seasons Hotel Singapore are not happy and dissatisfied from the salaries that they are getting as it is not enough for them to lead a good life in the city. The motivation level of the employees gets decreased to deliver the better services to the customers. The employees are satisfaction level has been decreased because they have to dedicate themselves for long hours serving the customers and they are not paid accordingly. They get short breaks during work timings which also impacts their satisfaction.

There are certain gaps in this research that includes the availability of the less information for doing the literature review. The websites on which the information about the issues prevailing in the hotel were available was less and the information gathered from them is also limited. This has limited the findings made from the research. Lack of knowledge of the hospitality industry is one of the gaps that has been identified during the research conduction. The time duration to vary out this research was also very less which has limited the usage of the more scholars. The knowledge and the information gained from this research can be further utilised to fill the gaps in the knowledge of the hotel industry of Singapore and the issues that are faced by their employees.

Four Seasons stands quite strong in the hotel industry of Singapore as the services offered to the customers by the hotel are of high quality. But the currently the Four Seasons is facing the issue of the decreased level of the “employees satisfaction” towards the organization. It has been analysed while carrying out the research that the employees of the hotel are not happy with the extra work that they are doing for which they are not getting extra salaries. The wages of the employees who are working in the Four Seasons in comparatively less than that of the employees working in some other hotels in Singapore. It has been realized that the amount which the employees of the organization get is not even sufficient to survive in the city. The employees are dissatisfied with the unwritten rules and the customs. The employees have the expectations of respect, tolerance for mistakes, sense of belongings and the organization must be sensitive to their concerns (Glassdoor, 2017).

It has been analysed that there are various needs of the employees which are in a hierarchal manner based on the Maslow Needs of Hierarchy and it has five different needs which an individual expects to get fulfilled. The basic need of the employee working in the hotel is the salary which is also not getting fulfilled. The employees are dissatisfied as their basic needs are not getting fulfilled. Apart from the salary needs the safety need of the employees related to the job is also not fulfilled which reduces the employee satisfaction. In order to motivate the employees and increase the satisfaction level, the leaders and managers must follow the Maslow Hierarchy of needs.

It has been also analysed that the employees and the other staff are dissatisfied with the hygiene factors that includes the company policies, supervision, and relationship with the boss, salary issues and the work conditions. But the managers can use the Frederick Herzberg’s Motivation-Hygiene Theory to improve the motivations and satisfaction level of employees by providing them recognition for their achievements, advancement and growth in the organization (Chen, et al. 2016). It has also been analyzed that the staff gets very fewer breaks during the work hours which decreases the employee satisfaction (Go et al. 2013).

In the workforce of the Four Seasons Hotel, it has been observed that the employees get so many opportunities to interact with the other staff as well as with the senior managers of the organization and so the managers also help them in dealing with the various guests. But this creates a situation where the customers of the hotel expect a lot from the staff and the employees of the company and they have to give extra efforts and work overtime to fulfil the expectations of the customers and their extra efforts are not recognized by the management of the organization (Miner (2015). The employees do not get any rewards and other benefits for their good performance which demotivates them and creates dissatisfaction amongst them. There are several reasons that have been encountered for the decreasing employee satisfaction in the workforce of the Four Seasons Hotel and the major reasons include- their basic needs not getting fulfilled, they do not get paid for working overtime, their efforts are recognized, there are no fare policies in the management and there is no job protection (Indeed, 2018).

The overall analysis that can be concluded as a whole is that the employees of the Four Seasons Hotel are not satisfied with the wages that they are getting and this creates dissatisfaction amongst them. But there are several theories of motivation that have been utilised by the managers and the leaders of the organization to enhance the motivation level of employees and to provide them with employee satisfaction. The management of the company has introduced some new policies related to rewards and incentives for their employees which have reduced the employee dissatisfaction up to some extent. Thus, it can be said that the employee dissatisfaction can be reduced by the use of some effective practices by the leaders and the managers to maintain the popularity of the organization in Singapore (Go et al. 2013).

The practices of the Four Seasons Hotel Singapore can be made improved if they establish a culture of equal wages to all the employees working at the hotel. The managers of the organization need to motivate the employees so that they can feel as a valuable part of the organization. The company must introduce various rewards, incentives and other benefits policies to improve the satisfaction level of the employees. The company must clear the employees about the various unwritten rules and conditions like about the additional work assigned to them and the extra wages provided to them is such case.

It is recommended that the managers and the leaders of the organizations must use the theories of motivation to motivate the employees in enhancing their performance level which will lead to the further development of the hotel. In order to enhance the satisfaction level of the employees, the "Economic Person Theory” can be utilised in the workforce of the Four Seasons Hotel in which the focus of the management in providing incentives pay based on getting the work done by the employee. When the employees are motivated by the increased wages their performance will be increased and which enhances the employee satisfaction as well as the growth of the organization (Stoyanov, 2017).

Apart from this it is recommended that Elton Mayo’s Human Relations Theory can also be utilised in the Four Seasons in which the employees of the organization treated well and are assured with the job security and a social relationship is developed with them which also enhances their satisfaction level and led to the increased productivity of the organization. Apart from this, the hygiene factors should be maintained by the managers to reduce the dissatisfaction of the employees (Miner, 2015).

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