Research Report

EVALUATION OF
STRATEGIES FOR STRESS
REDUCTION OF STAFF OF
MARINA HOTEL GOLD
COAST

Antonio Dominguez
Student ID: 23873463
Annie Long & Greg Collins
Report Due Date: 04/10/2021
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23873463

Executive Summary

The principal objective of this report was to identify the stresses in a medium size hotel

in The Gold Coast. This evaluation report included research by reading. In this report,

two kinds of stressors were recognized: work and family conflicts and occupational

burnout. Besides, this research report depicted two techniques to manage stress at the

workplace; Work and Family Balance and Recruitment with porpoise. The study showed

that both of these methodologies demonstrated similarly compelling in moderating the

connected workplace stressors. This report finalises with three recommendations. First

and foremost, Firstly, then create a policies of emption management that make a

continuous monitoring of the issues once them are identified. Besides, stablish

objectives and systems for mentoring in the work environment by continually having

open and two-way conversations with all persons. Finally, create a recruitment method

will track down the verifiable selection needs of the affiliation and fulfilling the

requirements.
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Table Of Contents:

Executive Summary...................................................................................ii

Table Of Contents:.....................................................................................iii

2.0 Workplace Stressors............................................................................2

2.1 Work and Family Conflicts...............................................................................................2

2.2 Occupational Burnout......................................................................................................2

3. Strategies to reduce workplace stress.................................................3

3.1 Work-Life Balance............................................................................................................ 3

3.2 Recruiting with purpose...................................................................................................3

4. Discussion..............................................................................................4

5. Conclusion..............................................................................................5
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6. Recommendations..................................................................................5

References..................................................................................................7
Introduction

The Gold Coast has currently witnessed and significant growth of tourism facilities

(Warnken & Guilding 2014). The boom of the hospitality industry on the Gold Coast,

whilst creating jobs, has its own challenges including staff retention, and the Marina

Hotel is no exception. Research reveals a common theme as a cause for this; work

stress. Vong & Tang (2017) suggest there is the need to deeply investigate the

relationship between employee stress and turnover of staff. The purpose of this report is

to investigate strategies and provide recommendations that the Marina Hotel can

implement to support staff well-being and reduce stress amongst staff. Firstly, this report

will outline research around workplace stress in the hospitality industry, with a focus on

work and family conflicts and occupational burnout. Secondly, a strategy to mitigate

each of these focus points will be with supporting research. A critical analysis of the

effectiveness of these strategies will then be discussed, followed by a conclusion and

three recommendations based on the critical analysis. The scope of this report is to

identify evidence-based strategies and provide recommendations based on these to

mitigate workplace stress for restaurant staff. It is intended to be used as a management

guide.
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2.0 Workplace Stressors

2.1 Work and Family Conflicts

Work and family conflicts (WFC) are significantly responsible for negative consequences

for workers and organizations (Vong & Tang 2017). Additionally, employees face

difficulties balancing their family and social life as result of working long and invasive

hours (Deery & Jago 2015). Tourism and hospitality are some of the most affected work

places and have a high turn-over due to many contributing factors including irregular

rosters, shifts and extended working hours, working across public holidays or over the

festive season, and inadequate compensation, all of which negatively impact on the

employee’s private and social life (O’Neill 2012). WFC are a major contributor to work

stress with impacts on an employee’s overall quality of life.

2.2 Occupational Burnout

Occupational burnout is a very real and significant phenomenon that leads to staff turn-

over. Burnout can impact an individual emotionally, mentally and physiologically and is
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caused when a person experiences pro-longed stress in the workplace (Kang, Heo &

Kim 2016). Employees who experience burn out may feel under-valued, emotionally

fatigued and have low levels of motivation (O’Neill 2012), all of which can lead to staff

feeling unsatisfied and eventually terminating their employment. Burnout is a serious

issue for hospitality staff, and can be exacerbated by the stressors induced by WFC as

discussed above.

3. Strategies to reduce workplace stress

3.1 Work-Life Balance

A workplace that creates a culture of work-life balance (WLB) and introduces WLB

policies is a strategy that could resolve the work and family conflict experienced by

employees. WLB as described by O’Neill (2012) is an important variable in predicting job

dissatisfaction and related to turnover decision. According to Deery and Jago (2015, p.

466) ‘WLB has become a prominent driver of retention’. In order for this to be

successful, managers will be required to monitor how staff are managing WLB and

support them to maintain a WLB. Deery and Jago (2015, p. 464) go on to state that

workplace ‘policies need to discourage work-family spill over. so that job satisfaction is

higher and stress is lower.’ What can be inferred from the research, is that in order to

resolve work and family conflict which can lead to stress and turnover, workplaces need
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to create a culture and environment that supports employees to have a healthy balance

between their work and personal lives.

3.2 Recruiting with purpose

The recruitment process is a very important component in avoiding employee burnout.

Research suggests that hiring workers who have congruent values to that of the

organisation or workplace could ‘improve the perceived self-efficacy which could then

lead to increased motivation to achieve shared aims within the company’ (Asenso-

Martinez, et al. 2017, p. 7). This is supported by Deery & Jago (2015) who suggest that

employee attitudes impact job satisfaction and turnover. This research suggests

incorporating strategies at the recruitment stage such as intentionally hiring people who

align with the organisational objectives and values, will help prevent employee burnout

and turnover.

4. Discussion

Introducing work-life balance strategies is a very effective method of reducing the impact

of work and family conflict and would help reducing turn over at the Marina Hotel. Due to

the nature of hospitality work, enforced boundaries and policies that support employee

well-being will support and benefit all employees, and the business in turn.
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Whilst intentional recruitment strategies would be helpful in employing people who value

the aims of the business, it may not reduce the risk of burnout. Other research defines

burnout as chronic job stress that ‘is not a personal matter. It is a social or

environmental issue related to one’s work’ (Harjanti & Todani 2017, p. 16).

Recruiting staff whose values align with the company is vitally important, as these staff

will be motivated to perform, however this strategy relies on personal attributes of the

employee.

Based on the above definition by Harjanti & Todani (2017), the introduction of WLB

policies is potentially a more effective strategy, as they will better manage the work

environment, thus not only reducing workplace stress, but also reducing burnout and

staff turnover.

The strategies, if employed together, would have significant impact in reducing

workplace stress and turnover. Hiring motivated employees who get satisfaction out of

their work and who are supported to have a healthy work-life balance will thrive, as will

the business.
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5. Conclusion

The aim of the report was to research the strategies for the stressors of hospitality staff.

The report discussed two main types of stressors that employees face, which consist of

work and family conflicts, and workplace burnout. The report also introduced two

strategies to alleviate the effect of these stressors. Firstly, implementing work-life

balance policies that support a healthy work-life balance for employees, and secondly,

recruiting with purpose in order to prevent the prevalence of burnout. Whilst both

strategies are useful individually, when combined they can be even more effective in

reducing stress and avoiding staff turnover.

6. Recommendations

Firstly, then create a policies of emption management that make a continuous

monitoring of the issues once them are identified. This have to be complemented with

work environment training plan explaining separately workers from each department of

the Hotel depending on the level of stress.

Secondly, put forward the objectives and system for mentoring in the work environment

by continually having open and two-way conversations with all persons. Guarantee that

leader and staff meet regularly, regardless of whether face to face, on the telephone or

through video call frameworks like Skype or Zoom. They assist with deciding if
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objectives are reasonable and being accomplished, even though the two parts are glad

and at last, whether the relationship should advance. Guarantee that managers are

generally open to input on the most proficient method to improve followership and that

you carry out change when it's required.

Finally, create a recruitment method will track down the verifiable selection needs of the

affiliation and fulfilling the requirements. The hotel needs connected on the vison of the

hotel. The requirements are according to number, quality and specific abilities and skills

in each space of the organisation’s activities.

References

Deery, M & Jago, L, 2015, 'Revisiting talent management, work-life balance and
retention strategies', International Journal of Contemporary Hospitality Management,
27(3), pp. 453-472, DOI: 10.1108/IJCHM-12-2013-0538.

Jung, H S & Yoon, H H, 2016, 'Why is employees’ emotional intelligence important?: The
effects of EI on stress-coping styles and job satisfaction in the hospitality industry',
International journal of contemporary hospitality management, 28(8), pp. 1649-1675,
DOI: 10.1108/IJCHM-10-2014-0509.

Kang, J.-w., Heo, J.-h. & Kim, J.-h., 2016. The followership of hotel employees and the
relationship between occupational burnout, job stress, and customer orientation:
Targeting the hotel service providers at luxury hotels. Tourism and Hospitality Researc,
15 10, 16(4), pp. 345-358, DOI:10.1177/1467358415610374.
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Samuel, K S, Jaemoon, I & Jinsoo, H, 2015, 'The effects of mentoring on role stress, job
attitude, and turnover intention in the hotel industry', International Journal of Hospitality
Management, Volume 48, pp. 68-82,DOI:https://doi.org/10.1016/j.ijhm.2015.04.006.

O’Neill, JW 2012, ‘Using focus groups as a tool to develop a hospitality work-life

research study’, International journal of contemporary hospitality management, vol. 24,
no. 6, pp. 873–885. DOI: 10.1108/09596111211247218

Vong, L T-N & Tang, W. S.-L, 2017, 'The mediating effect of work–family conflict in the
relationship between job stress and intent to stay: The case of tourism and hospitality
workers in Macau', Journal of Human Resourcers in ospitality & Tourism, 16(1), pp. 39-
55, DOI:https://doiorg.ezproxy.scu.edu.au/10.1080/15332845.2016.1202056.

Warnken, J & Guilding, C, 2014, 'Quo Vadis Gold Coast? A Case Study Investigation of
Strata Titled Tourism Accommodation Densification and Issues Arising', Journal of travel
research, 53(2), pp. 167-182 DOI: 10.1177/0047287513496469.