Job Satisfaction
It is very important for an organization to maintain all employees’ job satisfaction especially in the service industry. By providing job satisfaction to all employees, it will help reduce problems and cut costs such as decreasing absenteeism rate of all staff, increase productivity level, lower turnover rates, saving up on training costs and also advertising costs for recruiting new employees. When employees are satisfied with their jobs, employees will retain and also stay loyal to the company. The cause of dissatisfied employees can be caused by following reasons: * No recognition from the company * Not happy with co-workers * Lack of training * Management style used by supervisors * Tool & resources available to complete tasks.
One of the common problems to be found during my internship at the Holiday Villa, Subang Jaya was communication problems between staff and guests which I find that is was quite a major problem as communication is a very important tool for conveying messages and it is also a daily routine. This problem is faced primarily in the Housekeeping Department by the supervisors and housekeeping maids. The problems faced by them are they cannot communicate in English. Even the supervisors and desk clerks face these problems when they were contacted by guests for requests. The problem in Malaysia’s Hospitality Industry is graduates with higher qualifications choose jobs which offer higher pays and jobs with better benefits.

Another problem faced by the same hotel is there were not enough guests’ essentials (amenities) in the hotel for the housekeeping maids to complete their jobs. There were insufficient towels circulated in the hotel. The level of par stock was low and was not enough to be circulated in the storage room, laundry, linen room and in guestrooms. It is also a major problem faced as guests often call up the operator or housekeeping desk clerk to request for towels after they check in to their room. As a 5-star rated hotel, I think that the hotel should not allow these problems to arise and should have alternatives to resolve these problems as soon as possible.

Problem Statement * Communication Barriers : When employees face communication problems and no actions are taken to resolve the matter or no language class being conducted, employees will feel that they are complained for no specific reasons as they did not fully complete their duty by not fulfilling guests’ requests not because they did not want to but they did not understand the guests. Therefore, this will cause grievances and this might also lead them to resorting for another job. This will be a disadvantage for the hotel as even higher costs will be incurred when there is a high turnover rate in the hotel.

* Insufficient resources to complete tasks : A hotel should provide sufficient tools and resources in order for employees to run their daily routines no matter which departments they come from. If the employees face the same problems daily, they are most likely to feel annoyed and will cause issues between co-workers. This will cause hoarding of the towels. They will try to fully load up their trolleys enough to make up the number of room they are assigned as there are insufficient towels provided for all employees. Every employee will rush for the towels and might lead to arguments and dissatisfaction among themselves.

Analysis/ Discussion As communication breakdown have became a serious issue in the hotel, this problem must be resolved as soon as possible in order to increase communication skills among Housekeeping maids, supervisors, managers and most importantly, with guests. English language classes should be provided for employees after working hours to boost their confidence level while communicating with guests and also increase their productivity level. When they have an improvement while working in that particular organization, they will feel satisfied with their job. Eventually, they will feel that they have achievements and will tend to stay loyal to the company.
An English teacher can be hired to teach them how to speak and write in English. They can start with basic English by learning frequently used terms/greetings or even phrases in hotels. It will also provide employees with opportunities to get promotion as their communication skills helps to increase confidence level in employees. These classes can be conducted once a week for employees who have weak communication skills. An English tutor can be outsourced and hired by the hotel to teach them. An alternative way to reduce cost for the hotel is to request for an employee from another department, such as the sales team or employees which have daily contact with guests in English to assist in teaching them English.