An Exploratory Study of Employees Satisfaction vis-a-vis Operational Efficiency in Some Selected Hotel Properties of Shillong, Meghalaya

Abstract

The hospitality sector is one of the fastest growing sectors in India and has grown at the rate of 7.23 % between 2012 and 2020. Despite the downfall brought about by the COVID-19 pandemic, the industry has again revived and bounced back in the year 2022 and showing positive trends this year. The industry is being given widespread coverage and importance in different Govt. of India schemes. Many international hotel chains including Sheraton, Hyatt, Radisson, Meridien, Four Seasons Regent and Marriott International are already established in the Indian markets and are still expanding. Hotel Industry in India has witnessed tremendous boom in recent years. Hotel Industry is inextricably linked to the tourism industry and the growth in the Indian tourism industry has fuelled the growth of Indian hotel industry [1]. The thriving economy and increased business opportunities in India have acted as a boon for Indian hotel industry. The arrival of low cost airlines and the associated price wars have given domestic tourists a host of options. The ‘Incredible India’ destination campaign and the recently launched ‘Atithi Devo Bhavah’ campaign have also helped in the growth of domestic and international tourism and consequently the hotel industry [2]. This industry has great significance in the Indian economy as well as in the global economy [3]. According to Economic Survey of India and Technopak, the Indian hotel industry accounts for USD 19 billion, 71.50% (USD 11.95 billion) which comprises of the unorganized sector and the remaining 29.7% (USD 5.67 billion) from the organized sector. Hospitality industry needs the personnel who enjoy their work, innovate the way of doing their work and committed to their job. The motivated and satisfied Article can be accessed online at http://www.publishingindia.comemployees are the ones who decide the profit or loss of the company as they are in direct contact with the customers which ultimately decides the company’s image and quality in the market [4]. The present study has tried to understand the levels of employee satisfaction and operational efficiency which is having impact on hotels in the Shillong region [5].

Keywords: Employee satisfaction, Hospitality, Hotels, Operational efficiency, Shillong.

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