UMAN3011 Understanding Management: UK Hospitality Sector

1. Analyse one or more strategic problems in a modern business organisation and produce a comprehensive report detailing the objectives, methodologies, findings, analysis, and conclusions of the research carried out above.

2. Analyse the extent to which you have developed your knowledge, throughout the course and how the course and this project has helped your employability.

Introduction

Background of UK Hospitality

The hospitality sector in the UK is the fastest growing sector providing enormous services to the customers in order to gain the customer satisfaction. The consumer satisfaction can be acquired only when the entire staffs are serving them with positive and generous feeling. A number of hotels and restaurants are opening up and jumping in the market with the great pace as hospitality sector is highest employment provider the opportunity to earn increases along with the increase in responsibility to retain the employees. The hospitality sector is wide spread not only confined to hotels and food industry but prevails in tours and travels as well providing comfort to the consumers. It is the prime thing that every hospitality industry follows to increase consumer loyalty (British hospitality association, 2017). Understanding the employee engagement is the closeness of the employees and attachment of them with the organisation and how they relate themselves to the growth of organisation. The development of the organisation is interconnected with the employee satisfaction as well. In today’s scenario employee engagement and development of the industry go hand in hand parallel to each other. In order to retain the employees and tuning them up with the organisation multiple retention techniques are adopted. Research should be made upon the reasons of employees for switching up the job and corrective actions are undertaken to curb the termination (Boella & Turner, 2013). For retaining the employee and engaging them with the organisation labour law techniques are adopted. Employees benefit should be considered and duly provided. With the breaking down of economy and increasing situation of recession the dilemma occurs for both the employer as well as employee. Employee wants to secure the job thus they select the organisation where job security is higher and organisations want more and more employees so as to fight the recession. The studies estimate that if proper attention is not paid by the government over the economic scenario then financial crisis is likely to arise by the year 2021 (Gerrard, 2017). If the financial crisis attacks the economy cost cutting will take place and employee will have to suffer as the owner might deduct their wages and salary. In order to prevent such situation employee benefits should be increased. They must be provided with the incentives and bonus to motivate them and enhance the inner zeal to perform the work effectively and efficiently (Suh, West & Shin, 2012). Also the check is to be made from the time of recruitment and selection because heavy cost is involved in the recruitment process and when the employee leaves an organisation in no time the cost of selection, training and benefits goes in vain. Therefore mind set of employees should be studied at an early stage only. After the selection is been made a background check of the employee must be made in order to notice the past record if any and figure out the sincerity of the employee towards work. When the entire study is been made then the person gets selected and appropriate training sessions are conducted to impart adequate knowledge in the context of the company (Tutorials point, 2017). Terms and conditions should be explained at the primary stage with the list of do’s and don’ts of the organisation. A timely appraisal of the employee to be done either by the way of words or showing it by the acts, this will boost up the employee and increases self-confidence which tends them to adhere to the organisation for long period of time. After service benefits should also be provided to the employees by the way of pension and retirement gratuity which results in secure old age as well. All these amenities enhances the feeling of belongingness and build up the faith for the employer and its organisation thereby reducing the turnover and increasing the profit along with goodwill of the company (Experian, 2017).

Rationale of the study

There are multiple reasons behind holding the research on the employee engagement in the hospitality sector of UK. As discussed above employee engagement is the connection of the employee with their organisation and members working there (GDC, 2013). Considering the aim and objective importance of employee engagement in the hospitality industry is figured out and the connection is developed between employee motivation and job satisfaction. This depicts the entire role of employee engagement in the industry and how to strengthen the bond between employees and hospitality industry to encourage the simultaneous growth (Saunders, Lewis & Thornhill, 2009).

Aim of research

The aim of this study is to understand and focus on the employee engagement in the hospitality sector of United Kingdom. It will help to gain the knowledge regarding the importance of employee in an organisation and to what extent they benefit the individual and organisation as a whole followed by driving out the relativity of employee engagement with employee’s motivation and job security (Pate, 2017).

Research objective

The objective of this research is as follows (Safety and quality, 2017):

• To examine the importance of employee engagement in the UK hospitality sector.
• To study the employee engagement in UK hospitality sector and its concern with the productivity of the organisation.
• To figure out the relationship between employee engagement, job satisfaction and employee motivation and its connection with the working of the organisation.

Research question

Before attempting to make a project or research first of all planning of it is made. Research plan needs to be constructed so that research goes in the following direction without getting diversions. Piloting is required which quoted whether the problem on which research is made really exists or not. Does it have any relevance to the reality? Is the research worthy?  Solving out these questions will bring clarity whether research should be progressed or not (Regoniel, 2012).

Research question symbolises certain essential questions that need to be constructed and solution of it is involved in the report. These are the core questions that must be answered on the completion of the project. Those questions are relevant to the objective of the project and they were the questions which may be answered earlier by experts but could be answered more significantly and might cover certain new concepts. The new perspective will be developed in the similar field or new idea generation is proved to be intelligent and belief shall be created (Laerd, 2012).

In the context of the topic ‘Analysing critical factor and finding the strategic problem to influence employee engagement under hospitality sector in the UK’, some questions need to be build up so that value of research can be driven out and sense could be produced. The research questions are:

1. What are the strategic problems that an organisation faces?
2. What role does employee engagement play in the hospitality industry?
3. How is employee engagement connected with employee motivation and job satisfaction?

When secondary research is made and appropriate study is invested the above questions could easily be answered thereby fulfilling the objective of the research. At the end, the biggest benefit that is derived is an enhancement of ample amount of knowledge. Employee engagement will clearly be understood and its importance, role shall be gained. This will led to increment in the development of hospitality sector in UK and brand loyalty will increase. The research will fulfil dual aspects by initiating growth simultaneously for the employee as well as the industry as a whole.

Research Hypothesis

Hypotheses are the predictions that are undertaken for formulating the research. The two traits are constructed and study is been made to prove which one was best suitable for the research (Your dictionary, 2017). They are mere hypothetical in nature and not actually connected with the project. They are at the aim of building up the imaginary situation and implementing the required changes upon it to conclude certain results so that effective decision making can be made and fruitful diversions come out for the better future trends (Social research methods, 2006).  There are two variables denoted by H_O & H_A:

H_O: Changing the situations and understanding the factors, role and importance of employee engagement in the hospitality sector of UK might result in better employee retention and development of the organisation.

H_A: Changing the situation and understanding the factors, role and importance of employee engagement in the hospitality sector of UK might not result in better employee retention and development of the organisation.

Structure of the research 

The structure of research states studying the broader aspect. But the wider topic cannot be researched all at once. Structure of research argues upon the hourglass notion of research, where the broader topic is breakdown in the hypothesis and packages could be individually researched to collect enormous information which helps in deriving the answer to the actual broader term. Considering the following topic and undertaking the above quoted hypothesis related to factors influencing employee engagement in hospitality sector of UK (Shuttleworth, 2017). Though this is a broader aspect but by narrowing it down the appropriate study can be made. Initially, the importance of employee engagement will be learned and its effect on the progress of the hospitality industry is discussed. Secondly, the strategic problems related to organisation in terms of employee engagement are explained to avoid such circumstances and in adverse situation solution can be drafted to deal with it. Afterwards, the role of employee engagement is been elucidated and figuring out the relations between employee engagement, employee motivation and job satisfaction. On analysing the connection among the three its effect on the productivity of organisation is evaluated followed by constructing healthy literature review and collecting data accordingly to analyse the final result and recommendation could be made to implement the required changes so that both organisation and employee flourish simultaneously (NCSU, 2017).

Literature Review

Emergence of Hospitality Industry in United Kingdom

As stated by Power (2017), hospitality is the fastest growing industry in the emerging world. In today’s time where people are on the wheels they need to have a halt and rest at certain destination, that means hotel, which is the best example in hospitality industry. With the moving time development of hotels and hospitality industry is also booming. It is successfully trying to cope up with the external environment by matching the trends and taste of consumers. Basic focus in hotel industry is over infrastructure as appearance is the first thing that appeals the customer (Power, 2017). Now a day’s when customers are highly aware of quality and price they compare the rates with the rendered quality. Thus to flourish and maintain position in market optimum quality service with reasonable price should be provided.  Hotels were introduced in near about 14^th century. The first commercial hotel was developed in 1908 with the name Buffalo in New York having bulk of facilities (Invest in UK, 2016). According to Novelli et.al. (2006), hotel covers all the aspects of political, social, economic, technological, legal and ecological. Another sector in hospitality industry is tourism which provides best deals and comfort to tourists depicting the country’s culture and traditions and building up the brand image of the country with their service and behaviour towards the guests (Novelli, Schmitz & Spencer, 2006).

Overview of Employee Engagement

According to Haydon (n.d.), the commitment of employees towards their organisation and the loyalty attached with the work they deliver is known to be the employee engagement (Haydon, n.d.). The major factor quoted by Hong et.al, (2014) in their research is attached with hospitality industry is holding competent work force. For rendering quality services to guests and tourists efficient manpower will be needed.  It is the responsibility of HR manager to see towards the recruitment and selection criteria. After hiring the appropriate staff proper induction program should be conducted in which details regarding company’s rules and regulations should be delivered. Also appropriate training sessions must be conducted to train the employees so that efficient work is delivered. Appraisal program must be focussed and watch over employees working and conduct to be kept. This arouses a sense of responsibility among employees and supervisor also notes down the points where particular employee is lacking. To applaud the employee, performance appraisal must be selected and in order to enhance efficiency of employees potential appraisal are adopted. Human resources are the gem for every organisation especially under hospitality industry. Their knowledge skills and abilities prove to be the asset for business organisation (Hong, Yee & Khai et.al, 2014).

As per Lupfer (2012), along with customer satisfaction employee satisfaction should also be paid due regards. They are the employees who will be rendering services and representing hotels in United Kingdom, thus there satisfaction must be cared for (Lupfer, 2012). If an employee is satisfied and faithful towards the job it will be beneficial for both organisation and individual. They act as important element for enhancing competitive advantage and enthusiastic employees are the source of high productivity resulting in low absenteeism and decreasing turnover rate. As per Jamal (2011) employees are divided in 3 groups; one who are loyal and energetic, other are those who are only giving their time to organisation without any attachment and lastly are those employees who are disinterested and defaming organisation. For retaining the employees their engagement with the work and working environment is must. More the employee is involved in job more will be productivity and less will be chances to leave the job (Jamal, 2011).

As stated by Kruse (2012), employee engagement is defined as the approach adopted at work station by providing employees with better working condition and supportive staff. This assists in increasing the feeling of belongingness among employees resulting in betterment of working and personality development which result in customer satisfaction and increased faith and profitability (Kruse, 2012). Employee gets to learn discipline which encourages them to pay attention over their work. Focus on vision and mission of company is there so that diversions are not created. For enhancing employee development in context of the organisation trust and commitment should be kept. The relationship between employer- employee should be timely nurtured so that business would grow professionally as well as personally as personal touch always attracts more than anything else (Engage for success, 2016). Sometimes employee engagement is mixed up with the attitude of employee towards organisation or industry but it is not all about the attitude, it involves the attachment of employees with the organisation. The links prevailing between employee engagements are customer loyalty, growth of business and profitability measures. On comparing the top 25 and bottom 25 scores of employee engagement it was discovered that main reason for bottom score is low productivity, less involvement of employees, poor sales, complaints of customers and major employee turnover. Major evidences are gained after undertaking Gallop survey which clarifies the idea of employee engagement index survey and demonstrates the situation of employees in various companies of divergent countries. It depicts the customers view and helps organisations to understand the points where they are lacking. Appropriate actions are taken in favour of employees in order to enhance organisational growth by the means of motivating and improving employment conditions (Anitha, 2014). 

St. Georges (2017) in the article quoted that employee engagement is a global tool which assists in finding out the various methods adopted by different multinational companies to resist employees. It gives ample amount of information regarding which technique is suitable at what kind of organisation. These procedures vary from industry to industry as well. The technique used at Malaysian hospitality industry might not be fruitful for UK hospitality industry. This is because every country follows different culture and contains varying laws which might not prevail in other countries. Even gestures differ from country to country. Since hospitality is the industry where high emphasis is on conduct, language and gesture there knowledge of gestures need to be imparted to employees. For instance, in country like India where ‘V’ is considered as symbol of victory but don’t even dare to use this symbol in UK as it is considered as the sign of anger and piss off feeling which might result in aggressive fight. Thus whilst dealing in the hospitality industry minute knowledge regarding different cultures, gestures and norms to be rendered so as to increase the quality of employee as well (St. Georges, 2017).

Survey on Employee Engagement

According to the study conducted in year 2004, 10 divergent countries were selected and research was made to figure out differences occurring in employee engagement technique and which one would prove to be the most adopted technique. These countries were Australia, Brazil, Canada, France, Germany, Hong Kong, Netherlands, Singapore, UK and USA. Overall 1, 60,000 employees were examined approximately to study and gather the authentic data. After collecting the data it was evaluated that in country like Brazil around 75 per cent of employees are engaged with their companies whereas in France the figure is 59 per cent. It depicted that motivational factor differs from person to person and culture plays an equivalent role as well. The below diagram states that in the presence of employee engagement the results are such that absenteeism rate decreases by 27%, high turnover of employees reduced by 31% , the shrinkages in the organisation of UK decreased by 51% and incidences related to safety also shrink to 62% as appropriate facilities are been provided to the employees’ health and safety. This thing resulted in increasing customer satisfaction by 12%, due to the involvement and belongingness of employees in the hospitality industry the productivity in UK increased by 18% which resulted in high profitability in the hospitality sector of United Kingdom that is marked a rise of 12%.

 As per Kular et.al, (2008) it was studied that Australia, Singapore and Hong Kong consists of appropriate and systematic management which is respected by maximum population of employees working. On contrary UK and USA concentrated more upon enhancing career opportunities and ensuring long-term employment (Kular, Gatenby & Rees et.al, 2008).

Results of lacking employee engagement

A lot more discussion upon employee engagement took place but one question need to be answered that how decreasing employee engagement would affect an organisation and to what extent? There are two major reasons that stand firmly besides curbing employee turnover:

• Incurring heavy cost: As per Moreland (2013), first and foremost reason is incurring of heavy cost. On appointing an employee there is huge cost incurred by the employer and organisation. Right from recruitment till termination or resignation a lot more expenses were bearded by the company. Concerning recruitment in hotel industry campus interview could have taken place or either payment to employee exchange was made to hire certain amount of eligible candidates.  Selection is been done and afterwards induction was conducted. Allowances were provided to the employees and on early turnover the particular sum goes in vain. Along with the allowance and recruitment expense major issue is the provision of training to such employees; energy, time and money all get wasted. After considering almost all aspects some hidden points should also be focussed.  It appeared that employee gains the knowledge of working and learn about organisational structure by the way of efficient training provided to them. On acquiring all the trainings and sufficient knowledge the employee tends to leave the organisation and further serve the other organisation. In those organisation individual apply the trainings and experience of the previous employment which results in losing the uniqueness and publishing of strategies in competitors firm (Moreland, 2013).
• Goodwill gets deprived: Andersson (2017) in the article stated that negative image gets created when high turnover takes place. Customers and competitors develop a picture of failure which is a deteriorated cause for hotels. Also the dissatisfactory employees talks regarding the weakness of the organisation which proves to be the strong weapon for competitor to hit upon and grab the market. And this is the time where hotels need to scrutinize the factors where they are actually lacking and immediate actions must be implemented so that employee turnover could be controlled. The controlling attributes that should be applied for positive results are:  hiring of competent person and conducting a background check. Correct information and details should be provided along with high transparency. Adequate training sessions to be sincerely taken and training acquisition must be maintained. Suitable pay and acceptable benefits should be provided; also employment law must be paid fair regards. Newness has to be maintained and appropriate feedback should be rendered so that fair discussion could be carried on (Andersson, 2017).

Strategic problems in a modern business affecting employee engagement

Snyder (2013) states that surviving in today’s dynamic environment is a critical thing. The environment that exists in present scenario is ever changing with the aspect of economy and technology. Yesterday’s technology might deprive today and decay by tomorrow. Thus coordination with these changes needs to be made to cope up with the dynamic external environment. And for this first and foremost step is to aware the employees with these changes and supporting them by rendering adequate training so that they do not become anxious and trust get developed along with enhancing knowledge and gaining modernisation, but the consequence is that entire thing never exists in single basket (Snyder, 2013). Certain issues and challenges that might occur and affect organisation’s performance and employee engagement are:

Integrity Issues: Conner (2013) established that with the growing market and all time increasing opportunities and expectations scenario had changed entirely. No one is concerned of others, all are busy in fulfilling their personal goal to achieve position and satisfy self-benefit. Each person is busy in earning and acquiring more to attain the heights. The phrase ‘Sharing is caring’ has lost its uniqueness and sense somewhere in the self-centred world. Everybody is focussing on individualism no group working is been conducted. In case the team work is initiated then also the competition of superiority takes over unity and coordination. Each one wants to go ahead of the other. For standing at the premier position every ethical and unethical mean is been used (Conner, 2013). People do not bother to hurt and defame other in doing so. The spirit of team is lost as employees cut corners with each other. Hidden elements are increasing and employees are not ready to share the experience with each carrying the motive that other might copy their idea and thoughts in moving forward. This has created a gap between employer-employee relationships. Thus engagement of employees is lacking as no generosity and humanity exists in the organisation where everyone is busy in their own race to fulfil individual goal rather than moving ahead along with the organisation (Rothwell, 2016).

Prioritising customer satisfaction over employee satisfaction: As per Saxena et.al, (2015) starting of a business is not a rock breaking procedure, to establish it well is what actually needed. For ensuring stability appropriate marketing is required and for that proper techniques and tricks should be imposed in the market. Undertaking an adequate promotional technique is a true challenge. As per the nature of business marketing attributes and promotional activities need to be adopted. The things do not stop only on selecting the best promotional activity but the actual challenge is to make customer try their product and services. For this purpose sampling, demos, advertisement, publicity, personnel selling and sales promotion need to be considered. The motive behind it is to make people habitual of a product or service and loyalty of consumers get created. Loyalty is priceless intangible resource that is must for every business prevailing in today’s world. To build up loyalty demands of customers are require to be fulfilled. But the scenario is that consumer satisfaction is only paid emphasis and for that concern employees are burdened up with targets and deadline which increases pressure. For satisfying the need of consumers employee satisfaction is ignored to the high point which results in lack of employee engagement. To satisfy customer needs the first one to deal with them are employees, therefore initially the employee satisfaction is required because happy the employee more warm services will be provided by them.  (Saxena, Lata & Singh et.al, 2015).

Uncertainty: Vakola & Nikolaou (2005) argued in the study that in the existing dynamic world there is a lot of uncertainty that is taking place. Uncertainty creates a situation of dilemma and hotels industries are not able to perform their planning process. For every organisation be it automobile or hospitality, planning-plotting is always considered and given priority. With the increasing uncertainty hospitality industry could not decide whether to apply certain strategy or not. Research is needed to be conducted in order to gain knowledge regarding the external environment. Strategists and mangers need to make predictions for upcoming future so that steps are taken accordingly. Also it curbs company in constructing long term goals and to maintain the position short term goals need to be fulfilled. It stops the company from carrying 5 to 10 year plans (Vakola & Nikolaou, 2005). As per Murdoch (2014) owners and managers need to perform extraordinary tasks to stay a step ahead of competitors and for that accurate market analysis need to be made. Due to this uncertainty the  job security of employees go in vain because if the company is not able to cope up with the pace of changing environment it might stay behind and even the situation of closure could occur which is the negative point for the employees. Therefore there is a lack of employee engagement in those industries where rapid changes are likely to arise (Murdoch, 2014).

Lack of employee involvement in decision making: According to Kokemuller (n.d.) another emerging and spreading issue in the hospitality industry is problem solving and management of risk. Problem solving is critical point and management need to pay focus on this issue as per the article of Stark (2014). But the issue is that involvement of employees is not there. The organisations who have adopted the centralised approach only order their employees to incorporate changes and avail the risk. The problem is not discussed with them nor are their suggestions are welcomed which results in lack of belongingness and employees do not get attached with the organisation for further involvement (Stark, 2014).

Role of employee engagement in the hospitality sector

In the revolutionary time where everything has become atomised still there exist a sector which cannot be replaced and it is the human resources. In hospitality industry many amendments had occurred and a lot of innovation in service, gestures, studies and majorly technology has taken place. But the thing to be noted is that no machine could ever be able to replace the effective human resources and therefore employee engagement is an essential factor in hospitality of every field. Concerning UK, the research is been made and it is learned that there are multiple hidden measures that proves the role and importance of employee engagement (Sadiqe, 2014).

According to McGuire (2016), in an article, nowadays consumers are very much aware about the external environment. They compare the services with the set standards in the market. Consumers require a sophisticated reception and soothing lobby. They demand for gestures, smiling face and politeness and all over these they compare through the ratings at authentic sites where previous customer satisfaction is recorded. A lot of transparencies in the business have occurred making it difficult and competitive for the industry to establish and flourish. Thus to resolve the problem and maintain the strength employee engagement is must factor. It is the employees who grabs the customers attention as they are the one to whom first interaction is made and as it is said first impression is the last impression.

As stated by Welch (2011), for hospitality industry it is must to maintain the personal interactions with their customers to influence them. Such communication can be made through chats, social media, comments on trip advisors and many more. This convincing power lies in the hands of employees only, therefore employee engagement is must (Welch, 2011).

Third reason that signifies the role of employee engagement is the cost incurred on them to gain expertise and above all experience that they gained cannot be recollected again and a new person will have to be hired and all the learning, training, expertise process will be repeated to make the employee reach the level of expertise and this consumes energy, cost and time (McGuire, 2016).

Connection of employee engagement with employee motivation and job security in United Kingdom

Employee engagement is interdependent upon the 2 factors: employee motivation and job security. Both are different terms and are not interconnected. It is not necessary that a motivated employee is satisfied with their job or the satisfied employee is highly motivated towards the job. There are two aspects given by Frederick Herzberg in the motivation-hygiene theory.  According to Arabi et.al, (2013), the motivational factor involves challenging job, recognition and position in the organisation and holding responsibility with them to conduct activity and flourish the task. On the other hand, hygiene theory explains the incentives and benefits with regards to the services rendered, supervising and higher position among subordinates, appropriate working conditions and adequate facilities and overall job security (Arabi, Subramaniam & Akeel, 2013).

According to Rogel, if the employee is holding a good position and getting the deserving pay, working in the lavishly furnished hotel of UK with the sense of job security then too the person is giving a second thought to the job. The individual thinks of switching the job for more betterment depicts that motivational level is not maintained and this becomes the cause that employees after getting amenities are also not entirely engaged with the industry. For that cause the employer need to adopt the motivational strategy which varies from person to person (Rogel, n.d.). Galloway states in the article that the manager of the hospitality industry need to understand the wants and mind set of every employee and apply the motivation accordingly. Also there exists the employee who works when negatively motivated. Some craves for tough jobs while some holds bossy nature and wants leadership. Therefore these matters must be focussed on to engage the employees. On the contrary, the highly motivated person having responsibility, acquiring higher position and performing challenging activities are not satisfied with the job because they need the monetary benefits, appraisals, better facilities, fancy life and job security. Such employees could be engaged by furnishing them with hygiene factors (Galloway, 2016).

Thus, employee engagement embraces the relationship with employee motivation and job satisfaction in variety of ways. On adopting the multiple values retention can be made and hospitality industry will flourish even more if the combination of motivational and hygiene factor is maintained.

Research methodology

Meaning of research methodology

Research methodology helps in resolving the problem based on particular issue. Specific solution is been provided for the prevailing problem. It helps in analysing the market and understanding the attributes of it. In order to solve research problems various methods are undertaken. Certain questions are prepared which should be answered after completion of the research. For undertaking research the purpose need to be clear that is the problem should be made clear in mind (Lex-Warrier, 2017). Accordingly the plan for research is to be constructed and implemented accordingly. It may involve the common questions or general query that normally arise or it could contain specifically new topic. Innovative studies can also be researched to find out the scope and preference. For instance: if an individual need to undergo a start-up and open a new venture than first of all market analysis is to be made. If services are all new then data collection and studies are made (Study, 2017).

Data collection is also of two types: primary and secondary. According to problem the method of data collection is selected. Data collection varies from problem to problem.  For successfully achieving the conclusion stage appropriately research plan should be followed (Sauro, 2015). Research design also plays a vital role. Many a times it happens that researcher gets diverted from the actual root and travel around related things rather than main issue. This thing results in failure of research as real findings are not achieved. Thus, before conducting research proper plan should always be constructed and strictly adhere to the problem. Correct methodologies, design and collection techniques are selected so that solution achieved is fruitful and worthy (Williams, 2011).

Research Philosophy

Research philosophy is the base of the research or studies conducted. It supports the research by the way of data collection and based on the knowledge related to the study that is been conducted. It involves the approach that researcher is undertaking to prove the concept and clarifying the perception (Dillard, n.d.). This could be better understood through research paradigm as well which involves the distinct concepts and theories related to the subject matter. There are various philosophies that help in explaining the points and approach even better. The three paradigms that involve different approach and philosophies are: epistemology, ontology & axiology. Each one involves different philosophies depending upon the nature of research and kind of study that is undertaken. Considering the following research on ‘analysing the factors related to employee engagement in hospitality industry in UK’, epistemology paradigm is been used following the 3 philosophies namely positivism, realism and interpretivism (Sudeshna & Dutt, 2016).

Positivism: It is used moreover where the statistical data is collected and quantitative approach is used. In the following research though calculative portion is less yet certain dimensions which involves the turnover rate and absenteeism of employees are recorded and after employee engagement what impact will be there is recorded (Revise sociology, 2015).

Realism: This philosophy argues about the reality and truth related to the study. It depends upon the human mind and understands the human nature. Considering employee engagement in hospitality sector there are two attributes one is direct realistic and other is critical realistic. Direct realistic argues upon what is seen, the condition that appears in the organisation and making judgement from that basis is direct realist whereas critical realistic understands the soul and deeply study the inner functionality going on in the hospitality industry to figure out the root cause (Little, 2014).

 Interpretivism: This philosophy concentrates on the employees feeling and what they perceive about the organisation and the things that hold them back to the industry like generosity, work environment & job satisfaction (Walsham, 2006).

Justification: In the particular research epistemology paradigm is been used because the research incorporate the qualitative collection technique. Only secondary data has been used positivism depicts the quantitative portion which is not much included. Realism philosophy has been involved because it is related to the human nature and behaviour and interpretivism explains the factor that consists of the belongingness that an employee has with the organisation.

Research approach

Research approach comprises of two attributes: quantitative approach and qualitative approach. A quantitative research is numerical in nature and comprises of statistical data. They are mainly collected through primary sources of data which includes questionnaires, feedback, personal interview and many more. They are based on the hypotheses which are made by using two variables. These hypotheses are based on the future predictions what is meant and supposed to happen or what is desired to happen in the near future. Nowadays various instruments and technologies are invented to analyse the collected data from different sources (University of Waterloo, n.d.). Through the use of Google forms online questionnaire gets created and simply the link of the paper is shared to the selectee sample size and on the submission of result the analysis gets created automatically in the excel sheet and changes if made are automatically made in it and charts, graphs and statistics are made directly without any assistance. Also with the use of SPSS tool research work can be effectively made and different tests as per the nature of research problem are applied. The software helps in conducting T-test, F-test, Chi-square test and many more like this is made. Considering the above report the qualitative data used is very less therefore the statistical tool won’t be used (Alzheimer Europe, 2013).

Another approach is qualitative approach. It mainly involves secondary data which is collected from the studies of different authors, seeking the expert advice, previous recorded interviews, from authentic blogs and online articles, journals, newspaper, magazines and content from the earlier research paper constructed by various authors on similar or related problems. It assists in studying the problem in the deep manner and reaching beneath the concept to understand the topic and resolving the problems that appears or likely to appear. They are flexible in nature and can be amended through the study and knowledge of the author. In qualitative approach the entire facts related to the problems are analysed and evaluation is conducted. Each and every perspective is covered under the qualitative research method (Sekaran & Bougie, 2016). Human behaviour, emotions, perspective and attitudes are learnt. They do not perform experiments and neither have they involved any statistical method to perform the calculative portion. It could be both either specific or in general covering the wider era of knowledge and clarifying the doubts and facts. In the following report qualitative research is conducted. Data is collected through the study of different authors and their findings are analysed and own perception has been created. Data will be analysed on the basis of theory collected and what are the results if these theories are been applied to the hospitality industry. The interviews could be conducted with the certain hotel industry and similar hospitality units at UK.

Justification: Basically if it is seen both the methods could also be used depending upon the situation and nature of research problems. At certain point where facts and figures will be required there quantitative techniques will be used and at certain portions where study through secondary sources are made there qualitative approach can be selected so that entire and satisfactory research can be concluded. This usage of mixed approach is stated as pragmatic research which is hybrid of quantitative and qualitative research.

Research design

Research design, as the name suggests, is the well-defined plan that is been constructed at the beginning of the research. It marks the entire plan that is involved in inculcating the research work. It is better known as the blueprint of the research starting from identifying the problem till the solution of the research through data analysis and conclusion and recommendations. Research design starts with the piloting which states that whether the employee engagement in the hospitality sector of UK is real problem or not (Creswell & Poth, 2017). Afterwards, the aim is made and objectives are decided along with building up the research questions and structure of the research so that things fall in place and avoid delays. Literature review is constructed which clearly specifies the strategic problems that affects the employee engagement. Also the role of employee engagement in the research is identified and relationship between employee engagement, employee motivation and job satisfaction is specified in order to clarify the understanding of the problems and how the solutions and options can be adopted (Pell institute, 2017).

Justification: The research design used here is Ex-Post Facto design which explains that independent variables have been incorporated because entire secondary research is made. The data has been observed and thoroughly studied. Findings are based on self-analysis and answering the research questions. Also this design is selected because it deals in human behaviour and states the social cause to fulfil the societal obligation (Alley Dog, 2017).

Data collection process 

Data is been collected to quote the evidence and derive the result out of the research that is made. It is the procedure where authentic information gets collected and various measures are taken to evaluate this information. The two attributes need to be kept in mind while attempting for data collection (Responsible conduct in Data Management, n.d.). There exists two basic method of collecting data: primary data and secondary data.

Primary data collection: In primary data collection first-hand information is given priority. This information is collected by the way of constructing questionnaire, one to one interview, observation and experiments. The code of conduct is followed while performing primary research. The information collected should not be imaginary. Reliability and authentication should stay attached with it. Research should be independent and is not consisting of any biasness (Reading craze, 2017).

Secondary data collection: Secondary data is the second hand data which is collected from other sources. They are readymade data which is collected by others or in other words somebody’s primary data proves to be other person’s secondary data. It assists in rendering knowledge through multiple sources. The different methods of secondary data collection are: magazines, newspapers, article reviews, books, online data and research proposal made by others on similar topic, expert’s advice and other similar readings. Before collecting secondary data lactation of data is to be focussed. Location of data is not only about the place from where the information could be gathered it involves the sources and sites as well where the information is situated and individual need to derive the desired data from there. When the data is collected evaluation of it is undertaken. In evaluation the information collected is studied and critical analysis is been made. Lastly the reliability and supremacy of data is verified (Palinkas, Horwitz, Green, Wisdom, Duan & Hoagwood, 2015).

For this particular research on identifying the strategic problems and factors affecting employee engagement in hospitality industry of UK, the method selected for performing research and collection method chosen is secondary data. Articles are reviewed, journals will be consulted and books are reviewed for gaining research methodology. Expert advice is preferred and previous researches are consulted o have the idea regarding project and open up the multiple layers of information.

Data analysis technique

Data can be analysed using various software and applying divergent technologies. If the data collected is primary in nature then chart, graphs and formulas can be applied. The best way to figure out the statistical data is by calculating the mean, mode and median related to the collected data and its facts, figures and findings. Regression, co-relation and standard deviation can also be adopted to calculate the required information so that innovation could be applied. Considering the following report quantitative data is been used and identifying the secondary data is a bit complicated task. In secondary collection the collected information is studied, its implementation and corrective usage is figured out (Bazeley, 2013).

As far as employee engagement is considered the thought process are made and brainstorming session could be conducted to figure out the better solution keeping in view the researched data. Cross-analysis will be made so that the relationship of employee engagement and its importance in hospitality industry could be thoroughly understood. Based on the study and collected data recommendations will be made that adopting both the hygiene and motivational factor will perform dual task at the same time motivating as well as rendering satisfaction to fill the enthusiasm among the employees and adopting the modern technology so that employee gets engaged in the organisation and contributing the efforts in correct direction for self as well as industry’s growth (Galetto, 2017).

Research limitation

The limitation with the research is that:

• Primary data collection is not focused a lot. The emphasis is paid over the secondary data.
• More hotels, restaurant and other hospitality industries could have been approached to gather more information related to the employee engagement.
• The general aspect have been adopted which if specified could have rendered the particular knowledge.
• Many theories are not considered and self-opinion as per the studies is focussed making it easy to understand (Leard, 2012).

Gantt chart

Gantt charts are used to prepare schedule of the research. It is the plan from day 1 till the end of the research when conclusions and recommendations are marked. It is the activity chart on which plan is constructed. This chart graphically presents the work breakdown structure. It is either distributed in terms of days or weeks depending upon the time taken to complete the project. Gantt chart summarises the activities and fluctuates daily on the basis of work completed. With the accomplishment of research Gantt chart also gets prepared automatically depicting the activities that are initiated on regular terms (Rouse, 2017). The chart showing the progress of this research report is as follows:

Action Plan

Findings

From the entire research on the factors affecting employee engagement in the hospitality sector in UK there are numerous doubts that get cleared and research question is been answered thoroughly in literature review (Newcastle university, 2017):

• It is figured out that employee engagement is must for an organisation especially the hospitality industry which comprises of human resources.
• There are certain strategic problems that that an organisation faces that affects employee engagement are: integrity related to the employee engagement, uncertainty, lack of involvement in decision making, prioritising customer satisfaction over employee satisfaction. The answers for these are been provided to get one step ahead of the competitors.
• It is learnt that along with customer satisfaction employee satisfaction must be paid equal importance.
• Thereafter the role of employee engagement is been figured out along with the importance of it. Employee engagement depicts the connection of employee to the industry in which they are working and how they perceive it.
• Also employee engagement is connected with the employee motivation and job satisfaction.
• Employee engagement in the hospitality industry is directly proportionate to the growth of the industry.

Discussion 

• In integrity issues the belief in employee is known. Every employee in the hospitality sector acts as an asset as they are the first one to deal with the consumers. They are the one that represents the organisation and industry in which they are currently recruited. Thus if honesty and generosity among each other will be there it will automatically reflects in the behaviour and service of the employees and happy employee brings honesty and healthy competition in the organisation.
• In business especially in UK hospitality sector uncertainty is the part of it. Changes are the part of life and in business dynamism continues forever and organisation should stay prepared for the same by inculcating timely training program to increase employee efficiency and effectiveness. This helps in flow of energy and enthusiasm among the employees and they feel engaged. If appropriate training is not provided and employees are not prepared to face challenges then the consequences upon job security will be there.
• As discussed employees better know what the consumer need as they face the consumer one on one therefore whilst making decisions the decentralised approach have to be adopted so that ideas from employees side can be welcomed and adequate suggestion would be incorporated.
• In hospitality sector if employee is happy and entirely involved with the organisation than such employee is likely to deliver the better service than anyone else. Thus employee engagement ensure job security and motivates a person to work with keen interest because their presence and work is timely appreciated which increases the energy to perform even better.
• Functions of employees affect the industry directly and turnover of the employees are highly considered. More the employee is related to the company more results will be gained.  They understand each aspect of industry thoroughly and represent the organisation to the immediate customers thus they are the brand creators.
• Employee engagement in UK hospitality sector is following the Herzberg’s theory of motivation and hygiene factors which are essential elements for employee retention.
• It quotes that appraisal is highly required in an organisation and labour law to be implemented to curb the exploitation of employees.
• Also employer-employee relationship to be maintained so that queries could be easily solved out without any hesitation and appropriate decisions could be made.
• No machines could ever replace the power of human and this is clearly depicted in the entire research.

Conclusion and recommendation

Therefore, the entire report discusses about the employee engagement and to what extent it affects the hospitality industry in UK. Initially the background of hospitality industry in UK is been analysed and various measures like reason for high turnover and financial issues that prevail is discussed. Methods are carried out to take effective step to control the turnover and retain the employees. Before selection background check is need to make and various strategies are learnt. Thereafter the research aim and objective is clarified and research questions are framed which are later on answered in details. Then the second chapter of research arrives, which is literature review and discusses about the employee engagement and its importance. The role employee engagement plays in an organisation is crucial. Considering the employee engagement in the hospitality sector it will state that more the human resource more fruitful will be the industry. It is the employees who give the first impression to create a brand. Customers nowadays are much more aware and tend to compare the supremacy and demand for the same and even better to that of the competitors. Employees are the one who are directly connected with the customers and know the tastes and trends that are demanded for. The connection of employee engagement with the employee motivation and job satisfaction is described by quoting the Herzberg’s theory of motivation and hygiene. The data collected for this research is mainly secondary from the newspaper, expert’s article, related articles, magazines and journal related to the topic is learnt and understanding is been developed. The data analysis is made through creating the understanding as secondary data is been used thus no statistical tool could be used. Realistic, positivist and interpretivism philosophies are selected to conduct the studies and data is interpreted by learning and reading. Through the deep study the understanding developed is quoted as the data analysis. Quantitative and qualitative data is been evaluated in which emphasis was on qualitative rather than quantitative.  At last the action plan is developed and Gantt chart is drafted depicting the progress of the report and research work.

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