Statement of the problem

We want to know how employee satisfaction affects and influences the service quality in hotel and
restaurant industry.

1. Environment of the employees

1.1 Employee Retention and Turnover: What is the relationship between employee satisfaction
and retention rates, and how does high or low employee satisfaction contribute to turnover
within the hotel workforce.
1.2 Employee Satisfaction Levels: To what extent are employees in the hotel industry satisfied
with their working conditions, organizational culture, and opportunities for professional growth?

2. Customer satisfaction and feedbacks

2.1 Identification of Critical Factors: What specific factors contribute significantly to employee
satisfaction within the hotel industry, and how do these factors align with or deviate from
industry standards?
2.2 Impact on Customer Experience: To what degree does employee satisfaction influence
customer satisfaction, loyalty, and overall perceptions of the hotel's service quality?

3. Organizational management

3.1 Organizational Strategies: How do hotel management and leadership perceive the role of
employee satisfaction in achieving and maintaining high service quality standards, and what
strategies are in place to enhance employee satisfaction?
3.2 Industry Benchmarking: How does the hotel industry compare to global benchmarks
regarding employee satisfaction and its subsequent impact on service quality?