The role of rewards in overall job satisfaction: A case study of non-managerial, customer service staff in City Inn Bristol hotel

Abstract

The purpose of this paper was to investigate, in a broad extent, role of rewards on overall job satisfaction employees in hospitality industry. The case study for this research was City Inn Bristol hotel and sample profile consisted of non-managerial, customer service staff from two departments: Front of House and Food & Beverage. Literature review showed urgent need for service industry to create effective reward system, which will not only improve staff performance and customer service, but what is equally important, increase employees' work satisfaction level. In a hospitality sector rated with the highest turnover, ability to retain current employees became a necessity for employers. Data collection for the research was based on qualitative method. Researcher chose semi-structured interviews as a best way of grasping employees' attitudes towards two groups of rewards: tangible (financial) reward and intangible (non-financial) rewards. One by one, each type of reward was discussed with respondents, in order to assess level of satisfaction gained thru it. Obtained information from the investigation was analysed and evaluated in accordance with other relevant academic literature. The main finding of the research suggested, that use of financial rewards have positive effect on ones level of job satisfaction during the first year of employment, whereas non-financial rewards become a main satisfaction source for the employees with over L-year of experience. It showed also that City Inn Bristol was able to effectively satisfy needs of the inexperienced 'newcomers' but failed to meet the expectations of more skilled staff with longer job tenure. The research findings were followed by author's recommendations, from which the most crucial ones were: regular use of job attitude surveys and switch to flexible benefit system. Researcher concluded her work with study limitations.