Research Report Draft

EVALUATION OF
STRATEGIES FOR
STRESS
REDUCTION OF
STAFF OF
MARINA HOTEL
GOLD COAST

Antonio Dominguez
Student ID: 23873463
Research Report. Antonio Dominguez Student ID 23873463

Table Of Contents:

Introduction............................................................................................................................2
2. Causes of stress in hospitality industry................................................................................3
2.1 Work and family conflicts:............................................................................................................3
2.2 Occupational Burnout..................................................................................................................4
3. Strategies to reduce workplace stress..................................................................................4
3.1 Emotional intelligence management............................................................................................4
3.2 Followership.................................................................................................................................5
4. Discussion...........................................................................................................................6
5. Conclusion...........................................................................................................................7
6. Recommendations...............................................................................................................7
References..............................................................................................................................8
Research Report. Antonio Dominguez Student ID 23873463

Introduction

The tourism industry represents one of the main sources of income for some countries

including Australia. Researchers have highlighted the evolution of accommodation and

restaurants businesses in the Gold Coast in the last 10 years (Warnken & Guilding

2014). Laborers involved in hospitality face many difficulties, which are often managed

by limited trained managers. Additionally, work stress has been identified by many

authors as one of the key factors of why workers quit their jobs in hospitality. There is

the need of deeply investigate the relationship between job stress and turnover intention

(Vong & Tang 2017). In order to find strategies that help to mitigate job stress and keep

the valuable work force. Managers own procedures to defeat these difficulties and

advance professional success in such associations have been normally talked about in

hospitality. One such system is emotional intelligence management (Jung & Yoon,

2016); and the other studies is mentoring followership (Kang, et al., 2016). Coaching

programs are viable human asset the executives’ methodologies for handling the issues

of job pressure, work disappointment, and turnover aim among representatives. The aim

of this report is to literature review strategies of work stress mitigation in Marina Hotel in

Gold Coast. This study is compound principally of four sections describing causes of

stress in hospitality. Then describe two strategies to tackle the consequences of the

stressors. Next section evaluates the effectiveness of those strategies. Finally, design

recommendations provided to Marina Hotel. The scope of this report is to research by

reading and analyse working environment stress that cause staff turnover in the

hospitality business, recognizes techniques to diminish the effect of these stressors,

Research Report. Antonio Dominguez Student ID 23873463

basically examinations the viability of these systems in lessening the effect of working

environment stressors and makes reasonable proposals on the best way to acquaint

these strategies.

2. Causes of stress in hospitality industry.

2.1 Work and family conflicts:

Work-family conflicts (WFC)are some of the main responsible for negative

consequences for workers and organizations (Vong & Tang, 2017). Additionally,

employees face difficulties coping with family and social life as result of working long and

invasive hours. (Deery & Jago, 2015). Tourism and hospitality are some of the most

affected work places due to a different characteristic as for example, extended working

hours, irregular schedules, high turnover, the expectation of working on holidays, split-

shifts, and unattractive salaries sacrificing employees’ private life and a decreased social

and family life. Evidences as such may have hinted at a role for WFC in the relationship

between job stress and intent to stay.

2.2 Occupational Burnout

The occupational burnout is a negative psychological experience derived from being

exposed to a long period of stress on interpersonal contact and is a frequent symptom

found among the employees at service encounter. Despite successful and dedicated

work performed by employees, if the compensation or payoffs do not meet the

Research Report. Antonio Dominguez Student ID 23873463

expectation, the employees may undergo emotional exhaustion, impersonal anger, and

decline in a sense of accomplishment. In recent years, it has appeared to be a common

phenomenon throughout the industries, not limited to service industry in particular

(Kang, et al., 2016).

3. Strategies to reduce workplace stress

3.1 Emotional intelligence management

Studies delved the emotions intelligence had a significant, positive effect on the

cognitive-appraisal coping style. This demonstrate that keeping employees engaged is

vital in attempting to increase service quality while reducing employee turnover. This is

because employee engagement was found to have a strong statistically significant

positive association with service quality and a strong statistically significant negative

association with employee turnover intention. (Jenkinf, 2020). In same order of ideas,

management emotional intelligent policies need to discourage work–family spill over,

especially for women, so that job satisfaction is higher and stress is lower (Deery &

Jago, 2015).
Research Report. Antonio Dominguez Student ID 23873463

3.2 Followership

Followership is a process to achieve personal goals by participating in individual and

collective efforts in accordance with what the leader has intended for the achievement of

the organization in a given environment has emphasized on the importance of

followership by explaining that the followers with more working hours than the leaders in

higher ranks contribute more to the success of the organization. Followership has

highlighted the importance of followership in hospitality industry where human resource

management and improvement on service quality are the utmost important and the

followership would make a significant impact on sympathy certainty and the quality of

service. (Kang, et al., 2016). In other words, mentoring programs are effective human

resource management strategies for tackling the issues of role stress, job

dissatisfaction, and turnover intention among employees. Mentoring involves a process

in which a superior or senior employee helps a less experienced employee in adapting

to an organization's culture, in performing tasks better, or developing a better career

trajectory (Samuel, et al., 2015) Favourable perceptions of empowerment exert a

negative effect on their turnover intentions (Jenkinf, 2020). managers regularly monitor

the levels of WLB being experienced by staff. As staff are not always aware of WLB

being a problem until it is too late, managers will need to find appropriate methods for

assessing the presence of problems in this area. (Deery & Jago, 2015). The advantages

of followership are various for representatives and bosses, however the achievement of all

tutoring connections and projects depend on straightforwardness and genuineness.

Research Report. Antonio Dominguez Student ID 23873463

4. Discussion

The two techniques to handle the stressors of hospitality workers examined assist these

people with diminishing their pressure during their shift and devolve an organizational

attachment to the company. Employees should initially learn to manage their emotions,

which is the most valuable methodology. These strategy helps induvials to overcome to

stressful and exhaustive work environment.

5. Conclusion

The aim of the report was to research the strategies for the stressors of hospitality staff.

The report discussed two main types of stressors that employee face, which consist of

work and family conflicts, and workplace burnout. The report also introduced two

strategies to alleviate the effect of these stressors. Firstly, emotional intelligence

management which helps with coping with negative consequences of ard work. The

development followership achieve personal goals by participating in individual and

collective efforts in accordance with what the leader. While both strategies are useful

individually, when combined these strategies can be even more effective in reducing

stress and improve bussiness.

Research Report. Antonio Dominguez Student ID 23873463

6. Recommendations

Managers have within their duties to work towards the wellbeing of the staff. Human resources is

in charge on working in developing strategies that improve the companies organization.

Firstly, there is a need to evaluate each individual in order to get and common spectrum of

mental health needs. The main idea would be to design a plan that provides workers with

emotional intelligence tools to tackle everyday issues. Then create a policies of emption

management that make a continuous monitoring of the issues once them are identified. This

have to be complemented with work environment workshops explaining separately workers

from each department of the Hotel depending on the level of stress.

Secondly, put forward the objectives and system for mentoring in the work environment by

continually having open and two-way conversations with all persons. Guarantee that leader and

staff meet regularly, regardless of whether face to face, on the telephone or through video call

frameworks like Skype or Zoom. They assist with deciding if objectives are reasonable and

being accomplished, even though the two parts are glad and at last, whether the relationship

should advance. Guarantee that managers are generally open to input on the most proficient

method to improve followership and that you carry out change when it's required.

References
Research Report. Antonio Dominguez Student ID 23873463

Deery, M & Jago, L, 2015, 'Revisiting talent management, work-life balance and
retention strategies', International Journal of Contemporary Hospitality Management,
27(3), pp. 453-472, viewed 15 September 2021, < 10.1108/IJCHM-12-2013-0538>.

Jenkinf, N A, 2020, 'Using positive psychology to increase service quality and reduce
employee turnover within the Australian hotel industry : examining the roles of employee
empowerment, psychological capital and employee engagement', viewed 15 September
2021,<https://doi.org/10.25918/thesis.44>.

Jung, H S & Yoon, H H, 2016, 'Why is employees’ emotional intelligence important?: The
effects of EI on stress-coping styles and job satisfaction in the hospitality industry',
International journal of contemporary hospitality management, 28(8), pp. 1649-1675,
viewed 15 September 2021 < DOI: 10.1108/IJCHM-10-2014-0509>

Kang, J.-w., Heo, J.-h. & Kim, J.-h., 2016. The followership of hotel employees and the
relationship between occupational burnout, job stress, and customer orientation:
Targeting the hotel service providers at luxury hotels. Tourism and Hospitality Researc,
15 10, 16(4), pp. 345-358, viewed 15 September 2021,< https://doi-
org.ezproxy.scu.edu.au/10.1177/1467358415610374>.

Samuel, K S, Jaemoon, I & Jinsoo, H, 2015, 'The effects of mentoring on role stress, job
attitude, and turnover intention in the hotel industry', International Journal of Hospitality
Management, Volume 48, pp. 68-82 viewed 15 September 2021,<
https://doi.org/10.1016/j.ijhm.2015.04.006>.

Vong, L T-N & Tang, W. S.-L, 2017, 'The mediating effect of work–family conflict in the
relationship between job stress and intent to stay: The case of tourism and hospitality
workers in Macau', Journal of Human Resourcers in ospitality & Tourism, 16(1), pp. 39-
55, viewed 15 September 2021 <
https://doi-org.ezproxy.scu.edu.au/10.1080/15332845.2016.1202056>.

Warnken, J & Guilding, C, 2014, 'Quo Vadis Gold Coast? A Case Study Investigation of
Strata Titled Tourism Accommodation Densification and Issues Arising', Journal of travel
research, 53(2), pp. 167-182, viewed 15 September 2021, < DOI:
10.1177/0047287513496469> .