Human Resources Factors that Impact Front-line Employees Performance in the Hotel Industry in Bahrain

Abstract

In this paper we are identifying the main factor affecting front-line employees' performance in Bahrain's hotels and tourism industry. The techniques of the focus group and the analytic hierarchy process (AHP) were utilized to collect and analyze the data from the front-line employees, various HR managers in Bahrain hotels, and customers. Besides the guests from three hotels: Ritz Gourmet Lounge, Jumeirah Royal Saray, and Four Seasons Hotels, which are the most famous hotels in Bahrain. The results reveal that training is the most important factor in enhancing front-line employee's performance in Bahrain hotels and tourism industry. The Work Result is the least critical criterion through assessing the employee's performance. The Incentives and Reward are the least attended and practiced factors by hotels in Bahrain.