Motivational Perceptions and Key Factors in Hospitality Employees: a Quali-Quanti Study

The hospitality industry significantly contributes to the global economy, particularly in tourism-heavy regions like Portugal, where it plays a crucial role in the national GDP. Despite its economic importance, the industry faces criticism for precarious working conditions, including long hours, low wages, and job insecurity, leading to high employee turnover rates. This turnover adversely affects service quality, highlighting the need to address factors influencing employee retention and satisfaction. This study examines key motivational factors in the hospitality industry and their impact on job satisfaction and turnover intentions. Research shows that job satisfaction is critical for reducing turnover, with motivated employees more likely to remain with their employers. Both intrinsic and extrinsic motivations are essential, and managers can enhance these by offering training, career advancement, and recognition. A mixed-method approach, combining qualitative interviews and quantitative surveys, was used to identify primary motivational factors. Interviews with hospitality employees revealed that career progression and recognition are highly valued. Quantitative analysis supports these findings, emphasizing the importance of flexible working conditions and good interpersonal relationships. The results underscore the need for companies to prioritize employee value through fair compensation, work-life balance, and autonomy. Additionally, innovation and creativity emerged as significant motivational factors. The study provides actionable insights for improving employee retention and service quality in the hospitality sector, suggesting future research on the role of innovation in talent retention.