An Assessment of Employee Satisfaction within a Major Unit of a Worldwide Hotel and Resort Management Company

Abstract

The purpose of this study was to assess the satisfaction level of 240 employees of a single hotel property. The questionnaire, administered by the Corporate Director of Training, determined if a significant difference exists between overall satisfaction and individual departmental satisfaction regarding 11 dimensions: customer satisfaction, employee involvement/teamwork, work environment, training/development/evaluation, communication, compensation/benefits, supervision, resources, planning/goal setting, general, and departmental interaction. Percentages and t tests were used to analyze the data. Results of the study will help management recommend courses of action needed to address identified problem areas.

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