How Human Resources Management Practices Affect Employee Satisfaction and Motivation: A study in the Hospitality Sector

Abstract

The employees’ behavior in the hotel industry plays a fundamental role in customer satisfaction, as it directly affects the quality of the service provided to consumers. Several authors have highlighted employees as an essential resource for achieving business success in the hospitality sector. This study aims to understand the impact of Human Resource Management Practices in the hotel industry and their influence on employee motivation and satisfaction in the workplace, using a hotel group as a case study. A quantitative, cross-sectional, and correlational study was carried out by applying a questionnaire to 60 employees (30 women and 30 men) from a hotel group aged between 18 and 34. The data and hypotheses were tested using IBM SPSS 28.0. The results show that recruitment, training, performance evaluation, and reward management practices are related to the level of employee satisfaction. In turn, recruitment practices, performance evaluation, reward management, diversity and inclusion, and administration and control are related to employee motivation. The conclusion is that human resource management practices should be used to meet the needs of employees, promoting their satisfaction, motivation, and organisational commitment.