An investigation into the effects of external factors on employee engagement in the Nigerian hotel sector (a study of selected hotels)

Ochoche, Gloria

Abstract

This study investigates the extent to which government policies and labour union activities affect employee engagement from the perspective of front-line employees in the Nigerian hotel sector. The research employed a qualitative case study methodology with a sample of 30 participants drawn from frontline service employees, including frontline service managers in three five-star hotels in Nigeria. Data collection involved a pilot study, semi-structured interviews, and a focus group discussion. A thematic approach was adopted for data analysis.

The findings revealed that government policies, such as minimum wage regulations and tax policies, have a significant impact on employee engagement, with frontline employees expressing concerns about low salaries and limited benefits. While labour unions play a significant role in protecting employee rights and advocating for better working conditions, the adversarial nature of some union-management relationships often results in heightened workplace tensions, reduced trust, and decreased employee engagement. The study also identified various organisational factors, such as supervisory support, job design, and training opportunities, that mediate the relationship between government policies, labour union activities, and employee engagement.

The Nigerian hotel sector currently faces a unique set of challenges due to the complex relationship between government policies, labour union activities, and employee engagement. This study contributes to the existing literature on employee engagement in the hotel sector as it highlights the current unique challenges faced by frontline hotel employees in Nigeria and emphasises the need for policymakers, labour unions, and hotel management to collaborate in developing strategies that foster an engaged and motivated workforce to deliver exceptional service to customers.

The findings have practical implications for hotel managers and human resource professionals in the Nigerian hotel sector, as well as for policymakers responsible for labour and employment regulations. Based on the research findings, key recommendations include the need for more favourable government policies, effective collaboration between hotel management, labour unions, and government institutions, and the implementation of employee engagement strategies such as providing competitive compensation, offering career development opportunities, and promoting a positive work environment.

• Thesis Type: Thesis
• Deposit Date: Jan 9, 2025
• Publicly Available Date: Feb 24, 2025
• Keywords: Employee engagement, frontline employees, hotel management, government policies, labour unions, motivation, commitment, job satisfaction.
• Award Date: Jan 23, 2025