Keywords

employee experience, hospitality, guest service, customer service, job satisfaction, workplace culture, career development, emotional labor, work-life balance

Abstract

This dissertation explores the unique aspects of employee experience within the hospitality industry. By conducting in-depth interviews with 40 employees, both within and outside of the hospitality sector, this research aims to identify the factors that distinguish the employee experience in hospitality and to lay the groundwork for future improvements in this field.

The study employs a thematic analysis to uncover key themes that define the hospitality employee experience. The findings reveal that job satisfaction in hospitality is significantly influenced by factors such as workplace culture, career development opportunities, and the intrinsic satisfaction derived from serving guests. Moreover, the research highlights the unique challenges faced by hospitality employees, including high stress levels, emotional labor, and work-life balance issues, which are less prevalent in other industries.

The discussion delves into the implications of these findings for both theory and practice. It suggests that enhancing employee experience in hospitality requires a comprehensive approach that addresses these unique challenges while leveraging the industry's inherent strengths. Recommendations include fostering a guest-centric orientation, creating a positive and supportive workplace culture, and instilling a balance between autonomy and collaboration.

This dissertation contributes to the existing literature by providing a detailed understanding of the distinctive characteristics of the hospitality employee experience. It sets the stage for future research aimed at developing targeted interventions to improve employee satisfaction and retention in this critical industry.

Completion Date

2024

Semester

Fall

Committee Chair

Elshennawy, Ahmad

Degree

Doctor of Philosophy (Ph.D.)

College

College of Engineering and Computer Science

Department

Industrial Engineering and Management Systems

Degree Program

Industrial Engineering

Format

PDF

Identifier

DP0028993

Language

English

Release Date

12-15-2024

Access Status

Dissertation

Campus Location

Orlando (Main) Campus

Accessibility Status

PDF accessibility verified using Adobe Acrobat Pro Accessibility Checker

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