Employee Satisfaction reflect on Service Quality and Business Profitability

Who like to be served by frustrated, unhappy waiter or to have made room by nasty unpleasant chambermaid, while staying at hotel? Probably no one. I think the same. Satisfied employee makes satisfied customers and it help makes profits for a business. Content guest are more likely coming back to the same place. They are recommending it positively.

It is not news; it’s just daily knowledge that satisfied employees (happy people) are performing their work better. It means they provide better product (i.e. tasty food, tidy rooms) and especially higher quality services (e.g. friendly staff, great massage).

It is like closed circle. Profitability of business is powered by customers. And as we know satisfied employees provide good quality, friendly services which make satisfied guests and at the same point of time is cause of the increasing profit.  The interaction is occurring between all of them.

The hospitality industry is unique in that the people are served by people, so constantly occurring interaction must have a significant impact on customers.

It is a shame that there is a lot of research made about influence of customer service or its quality on customer satisfaction and customer satisfaction on company’s success, but there aren’t many materials about employee satisfaction.

Also in places where I worked I familiarize myself with customer satisfaction surveys or with market research connected with them, however I did not meet with anything similar related to employee satisfaction.

There is one thing, which I like in my current work. My manager says that she want to make us higher, up. She really do want us to develop, but on the other side I am not happy about salary, because I it my third month while I am working there and my fist and second salary were cut off. And I am not performing my work as perfectly and professionally as I was on the beginning. I feel that they did not appreciate my efforts. Moreover I am aware that my service quality is lower than it used to be and it can cause customers’ complaints and their dissatisfaction, which may be a reason of profits decrease.

On the end I can say that if they would pay me the right money I would be working more effectively, deliver higher quality service which might result in much higher turnover.