An investigation into the relationship between job satisfaction and guest satisfaction in Front Office of Langham Place Mongkok, Hong Kong



ACKNOWLEDGEMENT

I, (Your name), assure that all the matter of this report is my work unless specifically referred and given proper credit. I would like to extend my appreciation and gratitude to my instructor who has been a sign of inspiration and a true guide helping be through the process of conducting this research. The research was made possible by the help of a number of people who directly or indirectly encouraged me, and guided me to finish this work at this acceptable level.

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Date: __________________________

DECLARATION

I , declare that to the best of my knowledge and effort, this report is my work, and does not use the material of others unless proper credit is given. I have taken possible steps to avoid any misuse of information or and other such mishaps. Any issues that may arise are accidental and not intentional in anyway.

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Abstract

In the Hong Kong hospitality industry, it is growing rapidly, since the tourism industry is one of major economic source of HK, for the comparison between 2011 and 2010, traveller need to stay over increased 11%, the hotel occupancy rate increased 2% to 89%, the average room rate increase 16.5% to HKD$1356. According to the data above (HKTB, 2011), hotel will have a big competition within the industry. In order to stand out of crowd and gain part of benefits, there is a need to enhance job satisfaction in order to provide better service for getting more customers, job satisfaction will result in the effective management on human resource section especially in hospitality organization because people is factor of service, it is tailor made for guests uniquely.

The job satisfaction is now one of the most relevant Work Psychology and Organizational. There is great interest in understanding the phenomenon of satisfaction or dissatisfaction at work. However, it paradoxically, despite the dramatic proliferation of scientific literature on job satisfaction, cannot speak, instead of parallel progress in research, because the progress made are not very rewarding and significant. There are several models explaining the concept of job satisfaction, which suggest that it is based on different causes, among which include: satisfaction of needs, positive performance expectations and values, obtaining results through surveys, comparison of different studies.

TABLE OF CONTENTS

ACKNOWLEDGEMENTII

DECLARATIONIII

ABSTRACTIV

CHAPTER 01: INTRODUCTION1

Background of the study1

Hong Kong2

Langham Place, Mongkok3

The hotel industry in HONG KONG4

Job Satisfaction4

Customer Satisfaction6

Theories of job satisfaction8

Aim of the research9

Objectives of the research9

Consent9

Deception10

Debriefing10

Withdrawal from the investigation10

Confidentiality11

Protection of participants11

Data protection11

CHAPTER 02: LITERATURE REVIEW12

Essence of job satisfaction12

Importance of job satisfaction13

Motivation of employees15

Problems of measuring customer (guest) satisfaction15

Concepts of Job Satisfaction16

Causes of Job Satisfaction18

CHAPTER 03: METHODOLOGY19

Overview19

Research Design20

Descriptive Research21

Exploratory Research21

Research Approach21

A Quantitative Approach22

The Qualitative Approach22

Pragmatic or Mixed Methods Approach22

Research Strategy22

Research Philosophy24

Time Horizons24

Eliciting Information24

Sampling25

Primary research25

CHAPTER 04: RESULT AND DISCUSSION26

Satisfaction with the work itself - Work Challenge34

Fair reward systems35

Satisfaction with salary35

Compatibility between personality and job36

Satisfaction, Dissatisfaction and Production36

Job Satisfaction and Productivity37

Evaluation of Customer and Employee feedback37

CHAPTER 05: LIMITATIONS OF THE STUDY43

CHAPTER 06: CONCLUSION ...