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EMPLOYEE SATISFACTION AND PERFORMANCE: A STUDY OF THE RC HOTEL COMPANY KITCHEN ENVIRONMENT

A Thesis

Submitted to the Graduate Faculty of the University of New Orleans in partial fulfillment of the requirements for the degree of

Masters of Science in Hospitality and Tourism Management

by Melissa Bradberry Sims B.S. Nicholls State University, 2002 December 2004

Copyright Statement The following research uses secondary data that was provided by the RC Hotel Company human resources department. The employee satisfaction survey is “Portions Copyright © 2004 Kaznova Consultants, Personnel Research Associates”. The employee performance appraisals were submitted anonymously and are “The RC Hotel Company Confidential and Proprietary Information”. The use of this information is for educational purposes only and should not be duplicated, copied or distributed without the permission of the property.

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Table of Contents

Abstract .............................................................................................................................. iii Chapter 1..............................................................................................................................1 Introduction......................................................................................................................1 Research Question ...........................................................................................................1 Importance of Study.........................................................................................................2 Hypothesis........................................................................................................................2 Chapter 2..............................................................................................................................3 Overview of The RC Hotel Company .............................................................................3 Background and History of The RC Hotel Company................................................3 Description of Services Offered, Product, and Market Segment...............................4 The RC Hotel Company Human Resources Department ..........................................6 Chapter 3..............................................................................................................................9 Literature Review.............................................................................................................9 Employee Performance Appraisal .............................................................................9 Employee Satisfaction ......................................................................................10 Job Design & Job Characteristics ................................................................10 Measurement of Job Satisfaction .................................................................12 Alternative Solutions to Address Problems and Challenges........................15 Chapter 4............................................................................................................................17 Methodology ..................................................................................................................17 Data Collection ........................................................................................................18 Survey Analysis .......................................................................................................18 Overall Company .........................................................................................19 Gold Standards/ Guest Service ....................................................................20 Your Job.......................................................................................................21 Physical Work Environment ........................................................................23 Communications...
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