An investigation of employee commitment towards careers in the New Zealand hospitality industry

Abstract

Trade in services is the largest and fastest growing sector in the global economy, and tourism, of which hospitality is the core element, is a significant component of this. Through the growth and expansion of food and accommodation services in recent years, many career opportunities have been created in this sector. Despite increasing customer numbers and consequential demand for staff, the hospitality industry has a high employee turnover and is unable to recruit and retain sufficient skilled employees, even with a large number of training providers throughout New Zealand.

This research investigated the variables that currently moderate employee job satisfaction, career paths and career commitment and what relationship these may have to the staff turnover rate in the New Zealand hospitality industry. The target of this study was non-supervisory employees in hotels, restaurants, cafes and bars to represent the wider hospitality industry in New Zealand. This project used self-completion survey questionnaires which were distributed to staff through employers / managers.

Extensive statistical tables are included to show respondents' ratings of each of the items used in the research instrument. Also, reported the differences between the ratings by various sub-groups based on independent variables, including gender, age, number of dependants, workplace, job position, education level, prior work experience and associated hospitality training. Predominant analysis was quantitative but also incorporated some qualitative data analysis.

No distinct statistically significant differences were found in the sub-groups based on gender, number of dependants, job position, prior work experience and having associated hospitality training. In other words, employees' levels of satisfaction about employment and commitment to hospitality were not apparently related to these independent variables. However, significant differences were found in terms of age, workplace and education level.

Through correlation analysis, this research found that there is a positive relationship between employee satisfaction and commitment; and there is a negative relationship between employee commitment and leaving intention. Qualitative data reported that low pay, long working hours and poor working conditions are the crucial reasons that respondents do not like their jobs. Some research limitations, recommendations, future research and suggestions for this industry were also provided in the study.