Motivating Factors for Hotel Employees: A Fuzzy Logic Approach

Introduction

An enterprise is an open system whose purpose is to produce goods and services by relying on the coordination of an individual’s efforts and the synergy of the group. The development of a company depends greatly on how resources and skills are managed. Faced with a changing environment, technological developments, and increased global competition, companies are increasingly focusing on key success factors that generate an inimitable competitive advantage (Bentalha, 2022a). Among these factors, human resources were and still are a primary resource for any organizational entity. For several years now, value creation has become a slogan, a principle, and a fashion statement for senior management, without forgetting the growing importance of this concept in various fields of management science. This movement also affects human resources departments under the aspect of “Employee Value Proposition”. Employees have been seen as a value creation component and as a competitive advantage for their company. They are therefore an asset and a resource to be developed.

In recent years, employee motivation has become a central theme in academic and professional discussions. Human resources motivation provokes a desire for accomplishment which translates into a personality disposition that pushes the individual to strive for performance and surpass oneself in situations where performance can be evaluated according to certain standards of excellence. When employees are motivated, the work they do is often of higher quality. They find the work exciting, and they appreciate the work climate within the company. Finally, motivation could allow the company to develop an organizational culture. It aims to reinforce cultural values that are embedded in the group, beliefs, and goals.

A company's main objective is to achieve good performance. In general, a lack of motivation in human resources causes a dysfunction of the system which causes a blockage in the value system which leads to unforeseen changes and constraints that produce a trouble for the company.

Service businesses in general and hotel businesses differ relatively from other businesses because of certain intrinsic characteristics. Employees are of great importance because of the strong relationship with the customer, the nature of the services provided is intangible and not storable, the customer can experience the service only when he comes to the company, and the process cannot be repeated if there is a problem in the service offered and finally, because it is not easy to measure productivity in hotel companies (Hmioui and Bentalha, 2021).

Therefore, the employees and the different components of the human resources are an essential and fundamental pillar in the realization of the hotel services. For this reason, the managers of these entities try every day to have the best human resources skills in order to offer quality in the services. It is through the tools of human resources management such as motivation, retention, and training of employees that these managers can claim to have the best skills and subsequently offer the best services (Khuong et al., 2020). Human resources are considered the key to achieving the hotel's goals and success. Hotel development is inseparable from performance, so every employee must perform well so that the main goals of the hotel can be achieved (Hmioui et al., 2017; Rivaldo, 2021). Thus, having motivated employees is a guarantee of healthy relationships in the group, good commitment, and responsibility, and finally a pleasant sense of belonging and creativity (Watson et al., 2018; Hur et al., 2016).

Ensuring a sustainable and regular quality of service is an activity related to employee satisfaction. Indeed, motivated employees are the guarantee of a regular and suitable activity since the service activity is strongly linked to the presence of the customer and the importance of human resources. In a hotel, which is a service company, the profit and productivity of the company must identify the factors that increase the motivation of its employees. Especially in the service sector, employee motivation is very important to ensure the continuity of service quality.