Abstract
Stress at the workplace has an influence on job performance, employees' health, their job satisfaction and turnover intention. Due to frequent and intensive contact with customers, as well as characteristics of working in the hotel industry, stress can occur as a consequence. Therefore, the main aim of this study is to determine whether there is a difference in the perceived sources of stress among front office and housekeeping employees according to their sociodemographic characteristics (gender, age, education level and marital status). The research included 167 employees from the front office and housekeeping departments. The results show that sociodemographic characteristics of employees do not have an impact on their perceptions of sources of stress at the workplace. In addition, the impact of the working department on the perception is not significant. Due to the size of the sample, the generalization is not possible, but the results obtained in this study can be a guideline for the identification and reduction of the sources of stress in observed hotel departments.
Highlights
Stress can be considered as part of everyone’s life and its importance in working life is growing
73.6% have completed only high school, while most of the front office employees have university degree (72.5%). When it comes to marital status, most of the housekeeping employees are married (52.9%), while in the front office department, employees are mainly in a relationship (38.8%)
Based on fact that work in hospitality industry is very stressful, it is necessary to examine and reduce sources of stress, because satisfied and empowered employees are the key in providing superb quality service (Malhotra & Ackfeldt, 2016)
Summary
Stress can be considered as part of everyone’s life and its importance in working life is growing. Work in the hospitality industry is characterized by long working hours, lack of work control and conflicting work demands, which are, according to several authors, frequently cited as stressors (Bitner et al, 1994; Faulkner & Patiar, 1997; Karatepe & Uludag, 2007; Papadopoulou-Bayliss et al, 2001; Zohar, 1994). The intense stress experienced by an employee can lead to a decision to leave an organization, which can cause a loss of well-trained personnel. This can result in a heavy cost for a hospitality organization (Lambert & Hogan, 2009). The high level of experienced stress can be a consequence of the lack of supportive environment for helping families, the lack of promotion opportunities as well as neglecting the ideas of the individual in the decision-making process (Karatepe & Baddar, 2006)
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