Motivational Factors And The Hospitality Industry

submitted by
AADITYA

THE CASE
The Mandarin Oriental Hotel in Bangkok is a world-wide leader in
hospitality management.

Mandarin Oriental Bangkok has been a pioneer in providing a

unique guest environment, such as being the first hotel in Bangkok
to have running water on elevators

Mandarin Oriental hotel has successfully developed and maintained

superior performance from their employees

OBJECTIVES
How they Reached this achievement
What are the intrinsic and extrinsic factors
To gain insight into employee motivation in a Thai luxury
hotel

INTRODUCTION

The Mandarin Orientals innovative approach included building a separate area in

the hotel dedicated to the well-being of their employees that was called O-ZONE

The O-Zone was as an experiment in Mandarin Oriental providing superior working

conditions for their employees

Originated from workplaces that included fun and enjoyment as part of work life

balance

O-Zone has attempted to offer exceptional working conditions,

incorporating fun and centralizing employee requirements into one
unique center

SWOT ANALYSIS
STRENGTH

weakness
Wastage of time and resources

Innovative
Fun with work

Employees could be too dependent on it

Reduced pressure
Act as incentive
OPPORTUNITY
Encouraged employees to give their best
Team work
Stress free time
Satisfaction

THREAT
Could be copied by rivals easily

Intrinsic factors
In this case following are the intrinsic factors that are to be noted

The employees of the hotel felt valued and have a general

enjoyment of their job
job satisfaction also was there in employees
The workers also felt that they were having good time with the work
and this motivated them to work and perform without any complaint

EXTRINSIC FACTORS

The hotel provided tangible special services for their employees that
acted like carrot

Variety of services like mind zone ,dream zone etc.

Good work conditions

good relationships with co-workers

Future challenges

Defining time span of o-zone

What will happen if o-zone is removed

Conclusion

By help of intrinsic and extrinsic factors not only we can change working
conditions but also it motivates employees to increase their
performance

If employee are happy and satisfied then their performance is increased