Employee engagement and personal performance in hotel service industry of China

Abstract

To investigate the status of employee engagement and its effects on service performance in China hotel industry, the total of 402 samples are collected from full-time employees in 8 hotels in China by Multiple Employee Engagement Inventory (MEEI). The results show that the hotel employee engagement is significantly different with professional characteristics in age, education level, work position, length of service and salary. Generally speaking, the employee engagement increases with age, education level, work position, length of service and salary. However, the senior managers with higher education and the staff whose length of service is 11 to 15 years appear unusual decline in engagement. The performances of the groups with different level of employee engagement are significantly different, i.e., the higher the employee engagement, the better the performance. In conclusion, employee engagement with industrial characteristics is a significant predictor of staff performance in hotel, and besides, the demographic variables, and some other comprehensive factors impacting employee engagement, such as the organization change and career planning, should be further considered for future research.