HOTEL FRONT LINE EMPLOYEES’ PERCEPTIONS ON LEADERSHIP AND WORKPLACE MOTIVATION IN TIMES OF CRISIS

Abstract

Purpose - This study aims to identify the extent to which different motivational elements can support strong bonds and good cooperation between front-line employees and hotels’ leadership in times of crisis and work suspension. Design - The views of a sample of employees working in 4 and 5 star hotels in Heraklion Prefecture were studied in May 2020, when hotel operations were suspended. Methodology - Two hundred and one completed questionnaires were collected, consisting of 31 six-point Likert scales, whose data were analysed using the Exploratory and Confirmatory Factor Analysis (CFA). Approach - The Exploratory Factor Analysis (EFA) followed the principal component method of extraction based on a varimax rotation, while the CFA adοpted the method of Structural Equation Modeling, that was based on the maximum likelihood method of estimation. Results - In times of crisis, front-line employees of hotels consider that the creation of strong bonds and a good spirit of cooperation and communication between them and the leadership of the hotels is strongly based on the exploitation of their skills and the developmental opportunities offered. Originality of the research - The research identified motivational factors that can support the creation of strong bonds and a good spirit of cooperation and communication between front-line employees and hotel management in times of crisis. On a practical level, the findings can help hotel managers gain strategic advantage and experience for the future, should they need to deal with similar situations.