CHAPTER I

INTRODUCTION

1.1 Background the study

Over the years the hotel sector has become one of the fastest growing industries.

(Ozyman, 2015). Says the Insecurity of many Jobs in the frontline has also become an

issue of concern; it is difficult maintain a job in the real sense. It is only natural for

employees to fear Job loss; to have a job, means different things to different people

(Ozyman 2017) for this reason, it is difficult to estimate the impact a Job loss in the

employees.

Research investigating effects of Job loss and having a job indicate that employees

behavior Starts changing for the worse as soon as they start worrying about job loss,

according to (Ozyman 2017) it's Impossible for an employee who does not have of

positive relationship with management to have job. Security,

Job Security is an Intangible powerful and emotional factor that is distinctly

individualized (Dienthart andGregoire2012) Job security is Crucial to an employee. In

terms of keeping his or her Job (Senol, 2014). Employees who have a sense of Job

Security think they are given a fair chance to utilize their skills to the degree that their

importance to the organization will guarantee acceptance and personal growth (Dienthart

and Gregoire 2017) In addition, employees that feel secure in their Jobs are less resistant

to change, while the insecure employees are less Committed to their work and the

organization (Dienthart and Gregory 2017).

Job security plays an important role in Social and working life (Senol, 2017) says, job

security prevents individuals from worrying about their future, Contributes to

maintaining labor, peace, increasing organization’s productivity and protecting social

balance and value.

Furthermore, Job security is one of the most important factors of motivation as it removes

the employee’s anxiety for the future (Senol, 2011). When one's Job is secure, it gives

Confidence to the employee and it increases their performance (Zhang and wille

2014Yamato 2015). Consequently management support plays constructive role in

motivation. Superior subordinate relation is a very important element to remove the

negativity at work place (senol, 2011l). Employees who get the attention from the

management work more voluntarily than others. When looking for a job, one of the key

things that Candidates look for is job security they can focus on doing a great job and

developing their careers. Because of this, it is important that employers offer Job security

where possible when looking to attract the best talent (Celtex, 2012).

However, since job security is simply an assurance that an employee keep their job in the

foreseeable future this is obviously important to employees, but job security can also

offer benefits to employers as employees that have job security often work harder and are

more productive (Celtex, 2017). Therefore, employers should be sensitive about the

motivation of their employees under any circumstances for the interest of their

organization (Celtex, 2018).

Job Security allows employees to settle down in in a long term position to advance their

careers; the employees usually have a better chance of achieving their career goals than

those in constant fear of losing their Jobs, (Ozaman 2013). A secured Job improves

employee’s efficiency level and productivity, and established job security also can
 increase a company’s reputation and image. Many customers prefer to Patronize hotels

that treat their employees well (Gregore, 2017).

In Nigeria, the employees are fast becoming aware of the importance of job security.

However the big picture is grim and doubtful due to dominance of some ethnic groups in

most Organizations (Hassan, 2016; Bumi, 2018). Another extreme is that employees may

decide to leave the organization they are not the same ethnic group with the leadership of

organization (Towes Watson, 2011).

The importance of job security to Nigerian employees cannot be underestimated. For

instance in the midst of economic crisis, Nigeria employees rank job security as their

most important and crucial employment criteria. (OlatunjiBadmus, 2012).

In the recent data provided by the global professional in Services Company Tower

Watson indicates that 11% of Nigerian employees wants to remain in their jobs therefore,

to ensure effective performance organizations have decided to create a friendly

environment by focusing on employees' Job security, knowing fully well that employees

perform better when they are assured of their job and it will be reflected on the overall

performance of the organization (Towers Watson, 2011). Although studies examining job

security and how it affects organizational performance seem to be limited and scarce

(Adebayo and Lucky, 2012; Ahmad et al 2014).

1.2 Statement of the Problem.

To investigate Job security in frontline operation in the areas of management and staff.

Frontline employees are faced with numerous problems that leads them to having the fear

of job loss. Job insecurity leads to inefficiency of employees at workplace. job insecurity

is the perceived powerlessness to maintain the desired continuity in a threatened job

 situation. And one's expectation about continuity in a job situation. These events may

include the overall economic situation in the country, and downsizing of an Organization.

In addition Job Insecurity results in too many precarious Conditions such as lack of

motivation depression, ill-health, and sometimes suicide.

1.3 Objective of the study

•To examine the reasons for employee turnover

• To identify how well employees relate with the management

• To find out ways in which job insecurity can be minimized

•To find out the benefits of Job security to frontline Employees and the Organization.

1.4 Significance of the study

This study is going to help frontline employees know that there can be a good and

positive relationship between staff and management; it will also let frontline employees

know that the fear of job loss can be reduced if they do their job well. This study will

help students and other professional in the hospitality field to know that job security is

very important because job security is best used as a motivator when people see a direct

correlation between their performance and their future with the organization. This study

will also help the management know that they need to be sensitive about the motivation

of their employees because job security remains an essential motivational tool in

improving employees' performance, loyalty and discipline.

1.5 Scope of the Study

The study will focus on job Security in frontline operation. This study will focus on

frontline employees and the frontline managers. It will therefore be limited to restaurant

personnel, front Office Personnel, bar personnel and frontline managers.

 The study intends to explore by using five (5) hotels in Lagos state having not less than

forty (40) rooms each it will also focus on the reasons why employees lose their jobs.

The researchers data for this will be collected by distributing questionnaires to employees

from five(5) establishments, namely one manager from each frontline department

(restaurant, front office and bar) and all frontline operational staff as well as the frontline

managers of the five (5) hotels.

1.6 Research Questions.

•Why do frontline hospitality employees lose their jobs?

•what are the ways in which job insecurity can be minimized?

•What are the benefits of job security to the frontline operations staff and to the

organization?

•How well do frontline employees relate with their managers?

 CHAPTER TWO

LITERATURE REVIEW

2.1 Subject review

Job security is defined as the assurance in an employee’s job continuity due to the

general economic conditions in the country (James, 2017). It is concerned with the

possibility or probability of an individual keeping his/her job (Adebayo and Lucky,

2018). It deals with the chances of employees keeping their jobs in order not to be

unemployed (Simon, 2015). Frontline employees are the cornerstone of any successful

organization. Frontline workers are in action, often on the literal front lines of their

business, rather than operating in an office or a corporate setting. (SusmitaSarma, 2021).

Frontline employees make up 70% of the globe's work population. It includes retail

employees, hospitality crews, health care providers, machine operators, and many others

who directly affect customer care and product performance.(SusmitaSarma, 2021).

Service in the hospitality industry is characterized by numerous interactions that occur

between employees and guests. It then follows that the competence, friendliness and

professionalism of the employees are factors that significantly impact on the whole

perception of the hotel (Nickson, 2017; Torres &Kline, 2019).

Front-line employees communicate with clients and customers. Karatepe (2014) their

responsibilities can vary depending on their industry and position, but common duties

includes: Greeting customers when they enter a store, business or restaurant, Addressing

issues and solving conflicts, Helping customers place orders, cancellations, exchanges or

refunds, Describing products or services to customers, answering questions for a

customer processing billing or payments, Completing and updating customer accounts,

communicating with customers in person, on the phone, through email or in a live chat,

Connecting customers with other employees.

Front-line hotel employees play an essential role in creating positive customer

experiences, which are key factors of customer satisfaction and appraisal of service

quality (Wirtz and Jerger, 2016; Ayşe Banu and Alexander Ellinger, 2018). Hotel

employees also face many challenges while performing their jobs (Kim et al., 2015).

2.2 Subheadings

2.2.1 To examine reasons for employee turnover

2.2.2. To identify how well employees relate with the management

2.2.3. To find out ways in which job insecurity can be minimized

2.2.4. To Find out the benefits of Job security to frontline Employees and the

Organization.

2.2.1 Reasons for frontline employee’s turnover.

Employees in hotels can be categorized as frontline or backline. Frontline employees are

those who have direct contact with customers while backline employees rarely have

contact with customers. In this study, emphasis is on frontline hotel employees due to

their imperative role linking the organization and its external customers. Based on their

role in hotel organizations, frontline hotel employees differ from other employees in the

organization. They represent their organization to external customers, build the

organizations image and improve the entire performance of the organization through

advocacy. Frontline employees in a hotel work mainly in t departments – front office,

restaurant/bar, and housekeeping.

  FRONT OFFICE

Those who work in the front office department include the telephone or switchboard

operator, reservation agents, reception, cashier, concierge, and bell-boy, albeit these

categories differ depending on

The type and size of the hotel.

The function of the front office staff

A Hotel Front office staff/agent is a professional who is responsible for greeting guests in

an efficient and courteous manner. As the first face that many see upon arrival, the Hotel

Front Desk Agent checks guests in and out of their rooms, distributes room keys, answers

questions and processes payments for hotel services.

Essential attributes of a Good front office staff.

A friendly and well-trained front desk officer sets the tone for every visit.

With new tools like online registration and real-time insurance verification

to manage, front desk staff provides essential services that make the

establishment more efficient. The front office staff is often the first, and

sometimes the last, person the guest talks to. A well-trained front desk

employee is the start of a five-star customer experience. And it can also have

a positive impact on the rest of the staff. The front desk does carry a lot of

weight. Here are some characteristics of a good front desk officer:

Friendly Attitude
At the front desk, it is important to have a person who is genuinely good-

natured—not someone with a fake smile. Customers can spot that from a

mile away. Rather, you want someone who is authentic and greets guests

who come to the establishment with a pleasant attitude. Front office staff

cannot allow personal troubles to plague them. They have to be able to keep

their private life private and not let any personal drama affect the way they

treat guest.

Strong Attention to Detail

The front desk takes a certain amount of care. Contrary to what some people

may think, this is not the place where you hire cheap labor. A lack of

attention to detail can cause a wealth of problems when it comes to

submitting claims (wrong insurance information) or taking care of injured

employees (workers compensation protocols).

Ability to Multitask

The optimal front desk person must also be an excellent multitasker. There

will be days where phones are ringing, multiple customers need attention,

and Prioritizing and managing the demands of all these people is often

frustrating and overwhelming. However, they all need to be taken care of in

an efficient manner. Someone who can juggle a handful of tasks, while

remaining calm and happy.

Discretion

Being on the front line of the front office means being the first and last face

the guest sees—and the face guest sees the entire time they are in the waiting

room. Always under watchful eyes, front desk staff see more of the

establishment and staff than the guests realize and hear more than people

think. They must be mindful of their demeanor, tone of voice, and the

conversations they have with other staff members. They also represent the

establishment positively and conveys the right message to the guest.

Team Player

In many ways, the front desk officer is the silent conductor of the train.

While many people probably think the management is running the show, the

person in this role can contribute to the success or failure of the

establishment. By coordinating and contributing to guest care, the front

office staff can alert the other staff to significantly attend to a guest who

requires immediate attention. They can promote good health practices by

encouraging the use of masks and hand sanitizer. They can improve

marketing efforts by alerting customers to new services being offered at the

establishment. They can prevent client dissatisfaction by confirming

protocols, orders, and good information as it is provided. Even though much

of this goes back to being detail-oriented, it is more than just someone doing
the job. It is about looking for the ways a person’s job intersects with the rest

of the hotels team and making the guest experience better.

Honesty

It is one of the best qualities a front office staff should possess. Without

adherence to this basic quality, good traits in character will go in vain.

Confidence: Staff must be confident in everything they do. If they know

their job and they are honest, they will have confidence in doing everything

in their job.

Punctuality

In a hotel job nothing should be kept pending or delayed. Do everything

within the time period.

Memorizing skill

If a staff can remember the names and faces of the guest it will promote

his/her salesmanship.

Patience

Controlling mental stress, while in a rush of handling a lot of guests or while

under too much work pressure is an important quality a staff should possess.

 RESTAURANT / BAR

In the restaurant department, frontline employees include the waiting staff and barmaids.
The waiting staff are professionals who attend to customers’ needs in a friendly,

welcoming way while taking and delivering their meal orders quickly and accurately with

excellent customer service.

While the barmaids /bartenders are responsible to prepare and serve drinks to customers.

Able to mix and match ingredients in order to create classic and innovative drinks in

accordance with customers’ needs and expectations. The purpose of this position is to

interact with the hotel guests and ensure they have a great experience at the BAR or

lounge.

Bartenders should maintain positive guest interactions while accurately mixing and

serving beverages to guests and servers in a friendly and efficient manner.

Employee turnover in the bar and restaurant industry can be detrimental to the successful

operations of an establishment. When the organization losses an employee, it takes time

to find, hire, and train the new employee so they can fit in and be successful.

One of the hardest positions to hire for is the bartender role. Several qualities and skills

are desired and required for this position which are;

Good Memory

Even the smallest bar menu requires a bartender to have a great memory to remember

how to make all the drinks. During a busy night, you can’t afford to have a bartender that

is slow and holding up the process for customers. Also, a good memory can help a

bartender recognize regulars as well.

Calm under Pressure

Getting rattled easily is not a good quality to have when it comes to being a bartender.

Even on less busy nights, so many things can go wrong, and probably will. Being able to

remain calm, process the situation, and react appropriately is the key, and that goes for

any position in the restaurant as well. With so many moving pieces happening at once

behind the bar, a good bartender is able to handle various situations that they are thrown

into. Also, being able to multitask is of great significance for the role.

Friendly/Outgoing

Interacting with people is a main component of the job, and being able to connect with

people should be a given for any bartender. Being social, outgoing, and friendly are traits

that will help a bartender be successful, sell more drinks, and keep customers happy.

Keep in mind that being friendly and outgoing are very important, the underlying job of a

bartender is to sell drinks. Having a salesperson’s mentality can be a great beneficial trait

to have.

Consistency

Building off of the good memory aspect to remember all the drinks, consistency in the

techniques to make those drinks is key, too. This relates to being accurate with

measurements, specific cocktail techniques, and just consistency with their personable

service as well. Customers tend to know when things aren’t the same as the last time they

visited, whether that’s food, drinks or service, and it’s very important to have your

employees be consistent across all facets of their jobs.

Cleanliness

Keeping the bar, utensils, and drinkware clean before, during, and after a shift is

extremely important. A messy workstation leads to mistakes, accidents and even in

severe cases, health code violations. While making drinks may not be as big of a health

risk as cooking raw meat, there still is a certain level of cleanliness that should be

required.

Trustworthy

On any given shift, your next bartenders will be in charge of handling multiple tabs and

amounts of cash. It is important that you are able to trust your employees when it comes

to handling the money of your restaurant. It is very easy for bartenders to give out free

drinks, pocket all the cash for the drinks and conveniently not enter those transactions

into the POS system. Having a well-operating bar inventory management system can help

keep track of the number of drinks served and comparing to the inventory. While this

responsibility often falls back on the bartender, this area of your bar’s operations can be

high-risk.

 HOUSEKEEPING

With regard to the housekeeping department, frontline employees are room service

attendants or stewards. Housekeeping is an operational department in a hotel, which is

responsible for cleanliness, maintenance, aesthetic upkeep of rooms, public area, back

area and surroundings. A hotel survives on the sale of room, food, beverages and other

minor services such as the laundry, health club spa and so on.

Attributes of a housekeeper.
Housekeepers are an important part of maintaining the cleanliness of public and private

facilities. An effective and successful housekeeper has several important skills, including

an eye for detail and organization skills.

What are housekeeping skills?

Housekeeping skills are essential skills that allow a housekeeper to be effective at their

job. These skills can range from customer service to being detail-oriented, and they may

vary based on a housekeeper's specific duties and place of employment. For example, a

housekeeper who works in a hospital may have to abide by strict cleanliness guidelines to

ensure patients are in a clean and healthy environment. On the other hand, a personal

housekeeper may instead perform light cleaning duties such as dusting and vacuuming.

However, regardless of a housekeeper's duties and place of work, they should possess

several housekeeping skills to be successful at their job

The following are some common skills of a professional housekeeper:

1. Time Management Skills

Housekeepers often work on their own or they may work with a small group of other

housekeepers and must complete a set number of cleanings each day. Being able to

properly manage time and a set schedule is a key skill needed by housekeepers to ensure

they complete all cleanings on time. They must also be punctual for cleaning

appointments and finish cleaning in the time frame expected by the client.
2. Attention to Detail

A housekeeper must be extremely detail-oriented to be effective at their housekeeping

job. From organizing various household items to ensuring that floors and windows are

clean and left streak less, these cleaning professionals need a keen eye for detail to

successfully perform their duties. The more thorough a housekeeper is at completing their

tasks, the better they will be at their job.

3. Communication Skills

Housekeepers must regularly communicate with clients, coworkers and supervisors to

ensure the expectations for each cleaning are thoroughly understood. Without good

communication skills, a housekeeper may not meet the needs of the client or overlook

important components required to complete a particular job.

4. Interpersonal Skills

Housekeepers often work directly with clients and also must be able to work well with

others to be successful at their job. Common interpersonal skills needed by housekeepers

to perform their job well include dependability, teamwork and responsibility.

5. Flexibility

Many housekeepers are required to work different hours each day based on a client's

needs. For example, if a housekeeper is tasked with cleaning an office building, they may

have to wait to begin work until all employees have left the building for the evening.

Some housekeepers even work overnight or early in the morning. Being flexible can help

a housekeeper be available for more jobs and potentially make more money.
All these employees are the interface between customers and the organization, thus they

represent the organization in the eyes of customers. Based on the important role played

by frontline employees, Karatepe (2014) has pointed out that they are expected to express

emotions that are allied with how the organization wishes the quality of its services to be

perceived. In an ideal situation, frontline employees should enjoy serving customers,

giving tailored attention to customers, and be capable of delivering the intended service

to customers. In addition, they regularly have to deal with many customer requests and

complaints while observing the service standards set by the organization. Frontline

service jobs require employees to deal with the various customer requests and at the same

time meet customers' expectations. Thus, an understanding of the determinants that

influences job security of these employees is critical.

To keep good frontline employees, the organization needs to hire candidates who have

key characteristics that create a motivated and sustainable environment. Hiring managers

should put a greater importance on seeking out these characteristics when deciding which

new candidates to hire.

1. Empathy

Happy customers are a result of employees who are empathetic to each customer’s

unique situation and are able to put themselves in the customer’s shoes. To be effective in

resolving a customer’s needs, your frontline employees should be able to listen sincerely

and understand what is most important to the customer in order to solve the problem and

meet (and hopefully exceed) their expectations.

2. Authenticity

People like to do more business with people they like and trust. Frontline employees can

only develop that sense of trust with their customers if they are giving them the most

authentic version of themselves. Today’s customers seek a customer service style that

feels unscripted, with open lines of communication. One that is personal, customized, and

mirrors a peer to peer experience. Virgin Group founder Richard Branson attributes the

success of his Virgin Hotels brand to avoiding Stepford customer service– a phony,

scripted experience that turns off today’s customers. Rather than treating customers like a

number, Branson strives to turn them into lifelong friends and that friendship stems from

giving customers insight into who your frontline employees really are.

3. Motivation

Employees who enjoy what they do and begin each workday with the motivation and

optimism to accomplish their goals can be exuded and felt by both colleagues and

customers. This aurora of wanting to proactively make things happen makes a difference

in the experience they give their customers, and has a powerful impact on their peers and

the organization as a whole.

4. Patience

In order to effectively handle complaints, customer-facing employees must have patience.

They will have to be prepared to share information over and over again with the same

level of confidence and sincerity each time. The daily task of dealing with people means

taking the good with the bad and maintaining a sustainable level of patience with every

type of customer. This skill is somewhat hard to determine through the interview process,

but can be a defining factor in one’s success.

5. Flexibility

In tandem with patience comes flexibility. Flexible frontline employees can adapt quickly

to changes in the workplace and shifts in customers tone. When an employee is dealing

with a unique situation outside of the normal day to day, the ability to be flexible allows

the customer to ultimately receive a better experience. It’s the difference maker in a

frontline employee that will go the extra mile to come to a resolution to a problem they

have not had to face before. And if they cannot figure it out, it’s the ability to change

course and ensure that they will find someone who can.

The roles of frontline Employees.

Front-line employees communicate with clients and customers. Karatepe (2014) their

responsibilities can vary depending on their industry and position, but common duties

includes:

Greeting customers when they enter a store, business or restaurant

Addressing issues and solving conflicts

Helping customers place orders, cancellations, exchanges or refunds

Describing products or services to customers, answering questions for a customer

processing billing or payments

Completing and updating customer accounts, communicating with customers in person,

on the phone, through email or in a live chat, Connecting customers with other

employees.

Front-line hotel employees play an essential role in creating positive customer

experiences, which are key factors of customer satisfaction and appraisal of service
quality (Wirtz and Jerger, 2016; Ayşe Banu and Alexander Ellinger, 2018). Hotel

employees also face many challenges while performing their jobs (Kim et al., 2015).

Employee Turnover

Employee turnover refers to the total number of workers who leave a company over a

certain time. It includes those who exit voluntarily as well as employees who are fired or

laid off—that is, involuntary turnover.

According to Kevin (2014) cited in Obiakor (2017), there is no standard framework for

outstanding employee turnover process as a whole, but various authors have attempted to

define employee turnover. Some definitions of employee turnover that is cited by Kevin

(2014), are: The ratio of the number of organizational members who have left during the

Period (being considered) divided by the average number of people in that organization

(Naresh. Prawn&Cong 2013, Booth&Hamer, 2017).

The rotation of workers around the labor market between firms, jobs and occupation and

between the state of employment and unemployment (Abbasi&Hollman 2019).

The ratio of comparison of the number of staff an organization must replace in a given

period to the average number of total staff (Carsen, 2015).

In the human resource context, it is the rate at which an employer gains and loses

Staff (Mill, 2017 cited in Kevin, 2017).

Theoretical Model And The Literature On Factors Associated With Intention To

Stay.

Intention to stay refers to employees' willingness to remain in the organization, and they

are aware of their decision after careful consideration (Tietmeyer, 2013).

Taylor &Francis (2012) carried out research on security and intention to stay among

service sector employees in Turkey, over the past decade. They found out that a focus on

staying, rather than on turnover, and the factors specifically associated with staying, has

been a major trend reported in the literature (Holton Et al. 2011). Intention to stay is an

attitude showing an employee's attachment to their employing organization (Mitchell et

al. 2013). It refers to an employee's interest to continue to work for the organization

(Lyons 2016).

In their study, Taylor and Francis use Steel and Lansbury’s (2019) model of the retention

and turnover process and focus on the intention to stay aspect of the model. As the model

states, aspects of the job and that of the individual effect perceived rewards of staying

versus costs of leaving leading to separate paths of the intention to stay or leave, and to

the ultimate decision of staying or leaving.

Empirical testing of the intention to stay shows that personal and human capital

characteristics, work and work environment factors and attitudes are some of the factors

affecting the intention to stay (Mitchell et al. 2015; Haltom et al. 2018; Steel and

Lansbury (2019). In particular, being older, married, with longer tenure and having

dependent children are all associated with staying in the organization (Mitchell et al.

2015; Steel and Lansbury 2018). In this study, we control for the effects of these factors

and focus on the objective and subjective dimensions of job security and their

associations to stay for employees in the service sector in Turkey so say, Taylor and

Francis. In terms of attitudes, commitment to the organization is one of the widely

studied factors associated with intention to stay.

When employees are committed to their organization, they tend to stay (Griffeth, Hom

and Gaertner 2020; Holtometal.2017; McPhail and Fisher 2017; Guchait and Cho 2016;

Suliman and Al-Junaibi2016). Mediating effects of organizational commitment on

intention to stay have been shown in past research (McPhail and Fisher 2018; Suliman

and Al-Jundiai 2016; Guchait and Chi 2014). Chirumbolo and Hellgren (2013) found that

the effect of job insecurity on turnover intention is mediated by organizational

commitment.

Job security is often discussed within the context of job quality. As discussed by Burgess

and Connell (2018), job security is one of the proxies for a 'good' job as perceived by

workers. Empirical research shows that job insecurity is positively related to turnover

intention (Sverke, Hellgren and Na swall 2012; Cheng and Chan 2018), whereas

perceived job security is positively associated with intention to stay (McPhail and Fisher

2018).

2.2.2. Employee Relations with management

Employee relations are a sub-function or department that is usually within the HR or

legal function of an organization. The employee relations function is generally tasked

with: Developing workplace policies about employee conduct.

It is noted that organizations with workers with low job security cause people to lose faith

in their future which consequently affect performance. The more an employee enjoys

high job security the more he is likely to effectively perform his task which is reflected in

the overall performance of the organization.

Therefore, good employee relations are an important factor in overcoming job insecurity

in frontline operation Superior subordinate relationships and relationships between

members of the organization and customers affect the job motivations of employees.

Employees pleased with the warm and sincere treatment from the superiors would carry

out the orders more voluntarily for this reason; management should play a constructive

role in creating a harmonious atmosphere. They can create such an atmosphere by

arranging events like tea breaks, birthday or wedding anniversary parties and trips

(Erdogan, 2016; Sabuncuoglu and Tuz 2018, cited in Ozyman. 2020). Hotel managers

having good relationships with their subordinates create a positive atmosphere among

employees.

2.2.3. Ways in which job insecurity can be minimized.

A hotel is only as good as its employees. (Erdogan, 2016) That is why you need skilled

employees who provide exceptional customer service, otherwise, even the best hotel

would not make it.

It is no secret that the hotel industry has a high turnover rate, in fact, this industry has an

annual turnover rate of 73.8%, which is more than any industry out there.

With such alarming statistics, it is vital that management is fully suited to providing a

healthy work environment that leads to engaged and motivated employees – all of which

leads to happier customers which leads to more revenue. It is vital that you remember that

the buck starts and stops with you. In fact, managers are usually the direct cause for

motivation or frustration.

As the manager, it is their responsibility to ensure the employees skills lead to a healthy

workplace and happy work environment working in the hospitality industry can be both
exciting and demanding which requires constant adaptation to change. In order to have

full assurance in Job security within the hospitality industry, placing the needs of the

customer at the forefront of every decision, is a prerequisite. Which is why the manager

should be responsible in giving employees the room to use their skills. These skills are

listed and explained below.

Customer service skills − Working within the hospitality industry typically requires the

frontline employee to work in a fast-paced environment that deals with people on a daily

basis and so, excellent customer service skills are imperative to this field. This means not

only understanding the customers’ needs but also being able to deliver a positive

customer service experience at all times.

Communication skills − Strong communication skills are highly valued in every

industry, especially in the hospitality and tourism sector. In this area of business,

employees are required to deal with people from a variety of backgrounds, ages,

nationalities and temperaments, every single day. As a representative of their employer’s

brand, it is important that an employee can communicate in a way that is both clear and

understandable. Having exceptional communication skills means you will have the ability

to build and cultivate relationships that can make a big difference. Hopefully, their

service will encourage a customer to come back to their organization.

Networking skills – To be able to network effectively is considered a key skill needed to

excel in the hospitality industry. In this sector, networking is perceived as a way to

stimulate business and generate repeat customers. To enhance the employee’s hospitality

career, it is important that they learn to build a loyal clientele who are interested in
returning to the hotel/restaurant employing good networking skills involves executing

effective client relationship management and guest relation abilities.

Multitasking skills – As a frontline operations staff in the hospitality industry, they are

expected to be prepared to accept challenges in the workplace no matter how difficult the

task may appear. Furthermore, it is also important that they possess the ability to fulfil

multiple roles and juggle different tasks simultaneously while meeting deadlines.

Therefore, learning how to prioritize and manage time effectively, being able to handle

pressure and possessing the ability to remain calm when things get chaotic are all

essential skills to be honed. Besides handling multiple responsibilities simultaneously,

multitasking skills will also help them to efficiently manage several customers at a time.

Language skills − Language skills are considered an added advantage in the hospitality

field as they can enhance employees' chances of being hired by a company or increase

their professional value at work. Speaking the same language as the clientswill enable

them to establish a more intimate relationship with them, which ultimately promotes

customer satisfaction and loyalty. Particularly in the tourism sector, a level of fluency in a

second language is considered a huge bonus because it allows employees to communicate

with a wider range of clients.

Cultural awareness – Having a good level of cultural awareness will help the employee

as a hospitality employee; they will be able to build successful relationships with their

customers by understanding cultural norms and attitudes, particularly ones different to

their own. The hospitality employment sector will require them to work with people from

a variety of cultural backgrounds. This implies that a large number of the customers they

interact with or colleagues they work alongside will be from a foreign country. If they are
equipped with good cultural awareness, this will help the organization make their

customers feel more comfortable, no matter their values, belief systems, perceptions,

nationalities and cultural backgrounds.

2.2.4.. Benefits Of Job Security To Frontline Employees And The Organization.

The concept of job security has emerged to assure continuity of random employment and

preventing random terminations Employees' confidence in the future and they're not

being deprived of earning a livelihood is among their most essential rights (Koc, 2015 p.

20; Ulucan, 2017, p. 184). One of the main purposes of modern labor law is also to

secure these rights of employees and prevent them from losing their job without a valid

reason (Suzek, 2016, p. 430). In this respect, job security provides social benefits and

functions as an important motivational tool enhancing employees' positive feelings

towards their jobs. A study done in the USA showed that fear of being fired can seriously

affect employees' psychological and physical health.

(Ozyaman, 2017,) mentioned that job security provides employees with high motivation

and it also affects other motivation levels. For example, in Şenol's research (Şenol, 2016,)

job security was rated as one of the three most important motivational tools in all

subcategories. Poyraz and Kama's study on hotel staff also showed that job security

functions as an important motivational tool since it changes negative work behaviors and

the thought of leaving the job.

Trying to understand employees can make them feel valued and inspire them to

Work harder on the quality of their work. Factors motivating employees can occur in

various forms. Job security is one of the most influential means of motivating employees,

particularly in times of economic downturn.

Employees believe that they will not lose their jobs or they will be employed in the same

organization as long as they want a significant reason for motivation. Therefore, job

security is one of the most significant variables of employee satisfaction which expresses

the general attitude of the employee towards his/her job (Bakan and Büyükbeşe, 2014,).

Jobs that are not backed by indefinite contracts or cannot be guaranteed for a reasonable

period are deemed to lack job security. It is also seen as the employees free from the fear

of being dismissed from his/her present employment or job loss. Some professions and

employment activities have greater job security than others. Job security is an employee's

assurance or confidence that they will keep their current job for a longer period as they

wish (businessdictionary.com). It is the assurance from the company or organization that

their employees will remain with them for a reasonable period without being wrongly

dismissed (Adebayo and Lucky, 2018; Simon, 2017).

Quite a several factors such as employment contract, collective bargaining agreement,

labor legislation and personal factors such as education, work experience, job functional

area, work industry, work location, etc., play an important role in determining the need

for an individual's services and impacts their job security (Adebayo and Lucky, 2018). In

another extreme, essential or necessary skills and experience required by the employers

and subject to the current economic condition and business environment could also

guarantee an individual's job security (Adebayo and Lucky, 2018).

Generally, certain types of jobs and industry jobs have been perceived to have high job

security. For instance, government jobs, educational jobs, healthcare jobs and law

enforcement jobs are deemed to be very secure while on the other hand, jobs in the

private sector are widely perceived to offer lower job security which may also be
according to industry, location, occupation and other factors (Adebayo and Lucky, 2018).

However, in the final analysis, Adebayo and Lucky (2018) noted that people's job

security eventually depends on whether they are employable or not and if businesses

require their skills or not. Although employment laws can offer some relief against

unemployment risk, they only have a marginal contribution to the job security of

individuals. The fact remains that individuals need to have the right skill set to have good

job security.

Job security started gaining popularity in recent times as a result of economic pressures

on organizations. This could be the reason why Adebayo and Lucky (2018) agreed that

job security has become indispensable in employee and organization preference lists,

particularly due to economic reasons. Thus, it has become one of the most crucial and

important factors among the employee preference list as well as the organization

(Schappel, 2015; KPMG, 2016). Globally, about 75% of the employees preferred to keep

their jobs compared to other factors in their preference list (Towers Watson, 2017). This

indicates that job security is as important as the employee’s salary and healthcare

(KPMG, 2016). Presently, the most important desire of every employee is to keep their

jobs for as long as they wish.

In this view, it implies that job security has become the most determinant and key

element influencing an employee’s decision on whether to join an organization or not

(Towers Watson, 2016). Therefore, the crucial challenge facing the organization is not

just to employ and retain workers but to ensure that employees are assured of their jobs

for as long as they wish.

In Malaysia, employees are fast becoming aware of the importance of job security.

However, the big picture for job security is grim and doubtful due to the dominance of

some ethnic groups in most organization’s (Hassan, 2016; Bumi, 2011). Another extreme

is that employees may decide to leave the organization if they are not the same ethnic

group as the leadership of the organization (Towers Watson, 2017). The importance of

job security to Malaysian employees cannot be underestimated. For instance, during an

economic crisis, Malaysian employees rank job security as their most important and

crucial employment criteria (Towers Watson, 2017).

The recent data provided by the global professional services company Tower Watson

indicates that 11% of Malaysian employees want to remain in their jobs. Therefore, to

ensure effective performance, organizations have resolved to create a friendly

environment by focusing on employees' job security, knowing fully well that employees

perform better when they are assured of their jobs and this will be reflected in the overall

performance of the organization (Towers Watson, 2017).

Jobs that are not backed by indefinite contracts or cannot be guaranteed for a reasonable

period are deemed to lack job security. It is also seen as the employees free from the fear

of being dismissed from his/her present employment or job loss. Some professions and

employment activities have greater job security than others. Job security is an employee's

assurance or confidence that they will keep their current job for a longer period as they

wish (businessdictionary.com). It is the assurance from the company or organization that

their employees will remain with them for a reasonable period without being wrongly

dismissed (Adebayo and Lucky, 2018; Simon, 2016).

2.3. SUMMARY REVIEW OF RELATED LITERATURE.

This study is aimed at exploring the reasons why frontline employees lose their jobs, it

identifies how well frontline employees work with the management to achieve the

organization’s set goals it looks into the benefits and importance of Job security to the

frontline employees and also to the organization and it also access how job insecurity can

be minimized Furthermore, it observes the economic pressure pushing job security to the

top priority list of the employees, making it a significant and crucial factor to be

considered by the employees when making decisions about the organization they want to

work with. Also, how the multi-ethnic composition of an organization can have a strong

impact on job security.

 CHAPTER III

RESEARCH METHODOLOGY

3.1 Research Design

This study applied a qualitative method of research; conducting qualitative research is by

virtue of the research question and variables of the study. The data collection method of

this research is survey questionnaire. The questions are presented in the appendix1.

3.2 Area of study

The main concern of this work is on the study of job security on frontline operation staff

among hotels in Lagos State, Nigeria. The research decided to choose five hotels within

Ikeja, Ikoyi and Victoria Island due to the rising uproar of job insecurity among frontline

employees in the hotel industry. Lagos state is known to be one of the most popular cities

in Nigeria and also West Africa. Lagos is also known for its hospitality business and has

a high number of hotels which job insecurity can be investigated among frontline staff

and that are why the researcher chose Lagos State as the case study.

3.3 Population of Study

In this research the accessible population is 110 people comprising of frontline managers,

front office staff, restaurant staff and barmaids of the 5 selected hotels. For the purpose of
 this study the researcher chose southern sun hotel comprising of 4 frontline managers, 5

front office staff, 11 restaurant staff and 4 bar maids, and the George hotel comprising of

3 frontline managers, 8 front office staff, 6 restaurant staff and 7 barmaids in Ikoyi,

Lagos intercontinental hotel comprising of 3 front line mangers, 7 front office staff, 10

restaurant staff and 2 barmaids in Victoria island and legend hotel comprising of 3

frontline managers, 6 front office staffs, 10 restaurant staff and 3 bar maids and Radisson

hotel comprising of 3 frontline manager, 4 front office staff, 7 restaurant staff and 4

barmaids in Ikeja Lagos.

3.4 Sample size and sampling technique

The researcher adopted a simple random sampling technique. The method

was considered appropriate for the study because it gives various staff and

management of the hotels equal opportunity to be selected for the study.

Therefore, the population of 110 was retained as the sample size due to the

fact that the number can be easily controlled

3.5 Instrument of Data Collection

The instrument used by the researcher for data collection is the questionnaire. The

questionnaire was used because of its simplicity and ease of comprehension for the

respondents and also a very useful tool for gathering information for this research work.

The instrument was divided into sections. Bio-data of the respondents and the response of

the employees on the study of job security on frontline operation staff among hotel in

Lagos and the last for front office managers, human resource managers and food and

beverage managers. The responses was rated using 5 points liker scale, the Strongly
 Agreed (SA) = 5 point, Agreed (A) = 4 points, Undecided (U) = 3 points, Disagreed (D)

= 2 points, Strongly Disagreed (SD) = 1 point respectively.

3.6 Validity

Research studies have shown that questionnaires are a suitable instrument for data

collection. Therefore this instrument is valid enough for this research work. To ascertain

its validity questionnaires were designed and given to the project supervisor and two

lecturers in the Department of Hospitality management for face and content validity and

all their suggestions and criticisms were incorporated in the findings drafted and used for

data collection.

3.7 Reliability

The reliability of an instrument has to do with the ability of the instrument

(questionnaire) to achieve a reliable result when administered. During the pre-test study,

the researcher discovered each item on the questionnaire with the respondent to

determine its suitability, clarity and relevance for the purpose of the study. Modifications

were made, where found necessary on the instrument, before it was finally used to collect

data for the study.

3.8 Method of Data Collection.

For the purpose of this research work, the researcher personally designed and distributed

the questionnaires to various respondents within the hotels that were used for the

research. This was necessary so as to be able to obtain relevant information on

establishing ways employees could work more hand in hand with the management. To

complete and draft out the questionnaire the researcher consulted relevant literature

available on the subject matter, past project, journals and textbooks were also consulted.
These sources were all valuable sources of information for the research work

3.9 Method of Data Analysis

Statistical method was used in analyzing the data collected for this research. The

researcher employed the use of mean statistical analysis in analyzing the data

This method was selected because of its clarity and simplicity. The method is generally

less complex and elaborate to the extent that it does not need too much to interpret.

This method will employ the following key in analysis

X= ∑

Where:

∑ = sum of frequency multiplied by the number of respondents

= Total number of responses

∑= summation

F= Frequency

x= weight

Workings:

Strongly Agreed SA - 5 points

Agreed A - 4 points
 Undecided UD - 3 points

Disagreed D - 2 points

Strongly Disagreed SD - 1 point

X= ∑ = = 3.0

In taking this decision on each item, 3.0 was chosen as a mid-point using the

Likert scale formula. Mean response of any item above 3.0 is regarded as

agreed while any mean below 3.0 is regarded as disagreed.

CHAPTER FOUR

DATA PRESENTATION AND ANALYSIS

4.1 Presentation and Interpretation of Data

This chapter deals with data presentation, analysis and discussion based on the findings.

The data presentation and analysis are based on the findings. The data presentation and

analysis is based on the information obtained through questionnaire administered to the

frontline managers and staff in 5different hotels in Lagos State.

The researcher present all the responses gathered from the administered questionnaire,

the responses to the question in the questionnaire are presented in tables and followed by

their interpretation for clarification purposes.

SECTION A

Table 4.1.1: Analyses of Questionnaires Distributed and Retrieved

RESPONSE FREQUENCY PERCENTAGE
Number of questionnaire 84 76.4%
returned
Number of questionnaires 26 23.6%
not returned
TOTAL 110 100%
Source: Field Survey 2022
From table 4.1.1 above, it shows that a total number of 110 questionnaires were

distributed and 84 questionnaires were returned to the researcher while 26 were not

returned

Personal information of employee’s:

Table 4.1.2: on sex
RESPONSE FREQUENCY PERCENTAGE

Male 40 55.5%

Female 32 45.5%

TOTAL 72 100%

Source: Field Survey 2022

Table 4.1.3: Educational background

RESPONSE FREQUENCY PERCENTAGE

Olevel 6 8.3%

OND 10 13.9%

HND 30 41.7%
 BSC 26 36.1%

TOTAL 72 100%

Source: Field Survey 2022

The above table shows that 8.3% of the respondents are Olevel Holders, and 13.9%
are OND Holders respectively, while 41.7% are HND holders and 36.1% are BSC
Holders are respectively.

SECTION B

(QUESTIONNAIRE FOR FRONTLINE EMPLOYEES)

Table 1: Why do frontline hospitality employees lose their jobs?

S/N Statement SA A UD D SD Mean Remark

1 Poor relationship between the 30 23 12 9 10 3.6 Strongly

managers and the employees Agreed

2 High level of stress as frontline 60 8 5 2 - 4.1 Agreed

employee encourages Job insecurity.

3 Unwillingness to work and 55 16 - 7 - 4.2 Strongly

absenteeism pushes employees to lose Agreed
their jobs.

4 Insecurity of working environment, 70 8 6 - - 4.7 Strongly

discourages employee from working Agreed
in the organization.

5 Working in a multi-ethnic 10 40 5 8 10 2.9 Agreed

 environment as a frontline staff gives
you the fear of job insecurity.

Grand mean 3.9 Agreed

In the above table it is seen that most respondents agreed with a grand mean of 3.9 that the

frontline employees and managers are at risk of losing their jobs due to the above statements.

Table 2: what are the ways in which employee job insecurity can be minimized?

S/N Statement SA A UD D SD Mean Remark

1 frontline employee’s commitment to job - 13 10 47 14 2.3 Disagreed

reduces job insecurity

2 As an employee of the frontline operation, 7 27 25 20 5 3.1 Agreed

undergoing training in personal appearance,
hygiene, and attitude helps in minimizing job
insecurity.

3 Providing safe, healthy and secured work 57 13 10 4 - 4.4 Strongly

environment helps to minimize job insecurity Agreed
4 Giving room to frontline employees to use their 61 19 4 - - 4.6 Strongly
skills to satisfy customers’ needs makes them Agreed

feel secure in their jobs.

5 Creating team bonding opportunities 46 18 10 10 - 4.1 Agreed

Grand mean 3.7 Agreed

In the table above shows that the job insecurity in the frontline hospitality industry can be

minimized by the following statements listed above and the respondent agreed with this with a

grand mean of 3.7

Table3: What are the benefits of job security to the frontline operations staff?

S/N Statement SA A UD D SD Mean Remark

1 It provides social benefits and functions as - 13 10 4 14 2.9 Undecided

an important motivational tool enhancing
7
employees' positive feelings towards their
jobs

2 Changes negative work behavior and 21 25 20 8 5 3.6 Agreed

thought of leaving the job.

3 Makes employees feel valued and inspire 57 13 10 4 - 4.8 Strongly

to work harder on the quality of their work. Agreed

4 Lessen employee stress and anxiety. 61 19 4 - - 4.6 Strongly

 Agreed

5 Increases employee engagement and less 46 18 10 1 - 4.1 Strongly

turnover Agreed
0

Grand mean 4.0 Agreed

Table 4: How well do frontline employees relate with their managers?

S/N Statement SA A UD D SD Mean Remark

1 Good communication skill 10 20 10 3 14 3.0 Undecided

2 Easy flow of feedbacks between the 26 29 16 8 - 3.6 Agreed

employees and managers

3 Keeping superiors informed of the 45 13 10 5 4 4.2 Agreed

establishment activities

4 Getting help and advice from superiors 53 19 5 4 3 4.1 Agreed

5 Authenticity in level of delivery task and 46 15 10 1 3 3.9 Agreed
responsibilities assigned
0

Grand mean 3.8 Agreed

Personal information of frontline managers

Table 4.1.2: on sex
RESPONSE FREQUENCY PERCENTAGE

Male 8 66.7%

Female 4 33.3%

TOTAL 12 100%

Source: Field Survey 2022

 Table 4.1.3: Job descriptions
RESPONSE FREQUENCY PERCENTAGE

Restaurant manager 4 33.3%

Front office manager 5 41.6%

Human resource manager 3 25%

TOTAL 12 100%

Source: Field Survey 2022.

SECTION C:

(QUESTIONNAIRE FOR FRONT LINE MANAGER)

Table 5: what are the ways in which job insecurity can be minimized?

S/N Statement SA A UD D SD Mean Remark

1 An empathetic manager can make a huge - 13 10 47 14 2.3 Disagreed

difference in how employees deal with job
 insecurity

2 Keep employees informed about their job status 7 27 25 20 5 3.1 Agreed

3 Declare intent to help even in the event of job 57 13 10 4 - 4.4 Strongly

loss Agreed

4 Make training opportunities available 61 19 4 - - 4.6 Strongly

Agreed

5 Provide mental health coaching 46 18 10 10 - 4.1 Agreed

Grand mean 3.7 Agreed

In the table above shows that the job insecurity in the frontline hospitality industry can be

minimized by the following statements listed above with a grand mean of 3.7

Table 6: What are the benefits of job security to the organization?

S/N Statement SA A UD D SD Mean Remark

1 Improves efficiency level and productivity - 13 10 4 14 2.9 Undecided

2 Results in a relaxed atmosphere in the 21 25 20 8 5 3.6 Agreed

 work place

3 Creates an innovative approach, dynamic 57 13 10 4 - 4.8 Strongly

equations, strong bond and lifelong Agreed
friendship

4 Boosts the reputation and image of the 61 19 4 - - 4.6 Strongly

organization Agreed

5 Improves the bottom-line of the financial 46 18 10 1 - 4.1 Strongly

statement of the organization Agreed
0

Grand mean 4.0 Agreed

According to table 6 above the respondents agreed with a grand mean of 4.0 that the above listed

are the benefits of job security to the organization.

4.2 DISCUSSION BASED ON FINDINGS

Based on the data presented in table 1, which is to find out why frontline

employees lose their job. This study was conducted to know why frontline

employees lose their jobs and also identifying the causes of job insecurity so as to

be able to make recommendation on creating job security in frontline operation.

Job security is a key to the long-term health and success of an organization this is

because when an employee is sacked they take with them intellectual property,

relationships, investment (in both time and money), other employees and part of

the organization's future. Job security plays an important role in both social and

working life because it helps individuals not to worry about their future,
contributes to maintaining labor peace, Increasing organizations' productivity and

protecting social balance and values for this very reason, in order not to cause

employee’s prestige loss in society, employees should not be dismissed from the

organizations without reasonable grounds, because job security has political and

social dimensions. Therefore, if in a country employees are dismissed without

showing a reason, it is difficult to talk about social order, peace and stability

(Guzel, 2019).

Based on the data presented in table2 which discusses how job insecurity

can be solved if the frontline managers increase their productive and protecting

employees from having fear of job lost all employees need to be more faithful to

their jobs, co-workers, and managers. They must relate well with their managers,

be willing to work and must be present to work always. Managers should be able

to relate well with employees and listen well to their complains because, trying to

understand employees can make them feel valid which in turn inspire them to work

harder on the quality of their work. For managers to be just in solving problems,

they always give room to front line employees to use their skill and to make

decisions that will satisfy the guest because job security plays an important role in

both the social and working life of the employees.

Based on the results of the findings, job security provides social benefits and it also

functions as an important motivational tool that enhances employees’ positive

feelings towards their jobs.

Base on this result on table 3. It revealed that job security creates high

motivation it changes negative work behaviours and the thoughts of leaving the

job. Questionnaire was the survey instrument used to capture the primary data and

a response rate of 20.0% (managers) and 80.0% (employees) was achieved from

the questionnaires respectively. Questionnaire data were analyzed using frequency

table through Mean statistics.

CHAPTER FIVE

CONCLUSION AND RECOMMENDATION

5.1 SUMMARY OF FINDINGS

This chapter presents a summary of findings based on the study ‘job security

on frontline operation employees among hotels in Lagos State’. In the

preceding chapters research was carried out using questionnaire to justify the

necessity of carrying out job security on frontline operation employees

among hotels in Ikoyi, Ikeja and Victoria Island.

On the basis of the analysis of data collected during the research/ data

collection, the researcher presents the following findings as summary of the

research work.

This study was conducted to know why frontline employees lose their jobs

and also identifying the causes of job insecurity so as to be able to make

recommendation on creating job security in frontline operation. Job security

is a key to the long-term health and success of an organization this is

because when an employee is sacked they take with them intellectual

property, relationships, investment (in both time and money), other

employees and part of the organization's future. Job security plays an

important role in both social and working life because it helps individuals

not to worry about their future, contributes to maintaining labor peace,

Increasing organizations' productivity and protecting social balance and

 values for this very reason, in order not to cause employee’s prestige loss in

society, employees should not be dismissed .from the organizations without

reasonable grounds, because job security has political and social dimensions.

Research investigating effects of Job loss and having a job indicate that

employees behavior Starts changing for the worse as soon as they start

worrying about job loss. It’s Impossible for an employee who does not have

of positive relationship with management to have job. Security,

Job Security is an Intangible powerful and emotional factor that is distinctly

individualized, Job security is Crucial to an employee. In terms of keeping

his or her Job.

5.2 CONCLUSION

This study revealed that when organization does not have job security, it

damages to the organization in terms of bad corporate image, cost, and low

patronage and hinders customer’s loyalty.

According to the findings in the study, employees would stay in their

organization if there is job security in the organization.

5.3 IMPLICATION OF FINDINGS

 This study provides a good knowledge on the study of job security on frontline operation

employees among hotels in Lagos State, and why it is important to carry out a complete

study on job security. From this study, the researcher hopes that it can help the current

frontline employees and those that are yet to be employed. It’s also helped professionals

in the hospitality field to know that job security is important.

5.4 LIMITATIONS OF THE STUDY

The main limitations of this study are time and distance, the researcher did

not have enough time to study more complex groups of this research, the

research could have covered about six hotels but due to time and distance the

researcher was only able to cover just three hotels. And in the area of

questionnaire administered which not all were filled and returned. The

researcher had to do the analysis based on the returned and correctly filled

questionnaire.

5.5 RECOMMENDATION

The findings form this research will be of great benefits to the Human

resources and frontline managers as it will help in better understanding of

why employees lose their job benefits, factors associated with job security

and how it can be solved.

The following suggestions can be implemented to reduce job insecurity in

frontline operations and help promote job security, Good relationship

 between managers and Employees. Managers should work hand in hand so

as to achieve their set goal, there should be good relationship between

managers and employees, and managers should always give employees the

chance to grow and learn new skills. The expectations and needs of the

employees should be evaluated constantly and organizations should

incorporate these needs and expectations with the organization’s goals so

that employees will also be satisfied and do their jobs well.

Employees should strive as much as possible to be present and punctual to

work. Organization should strive to create a working environment that is

open, trusting and fun.

New ideals and initiative from staff should be encouraged.

There should be an effective post-orientation stage to review employee’s

performance and know the aspect of job they find challenging to assist them

to make jobs more interesting through job designs, performance review and

to reducing fear of job.

5.6 SUGGESTION FOR FUTHER STUDIES

The back of house employees could be surveyed within Lagos or within

Nigeria on job security in back of house operation. (Kitchen Housekeeping)

Since this study is focus on the hospitality industry, other section of the

industry

Could be studied-such as quick service restaurant, the independent

restaurant, and also the airline sector and other sectors of the hospitality

industry.
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