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Rescooped by Katherine Razzi from "employee engagement enhancement"
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Employee Engagement

Employee Engagement | Employee Engagement | Scoop.it
All things Employee Engagement

Via Gene Shklover, PhD, Jean-Philippe D'HALLUIN
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Great infographic and advice!

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Rescooped by Katherine Razzi from Office Environments Of The Future
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The concept of 'bleisure' and how tech giants organise their workspace

The concept of 'bleisure' and how tech giants organise their workspace | Employee Engagement | Scoop.it
The concept of 'bleisure' and how tech giants organise their workspace TechRadar UK "In the workplaces of pre-internet technologies, the average work day ended when the factory gates or office doors closed," says Jeremy Myerson, director and chair...

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Boy, I guess the blue collar workers will feel left out of these types of working conditions.

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HOTEL HOUSEKEEPING OCCUPATIONAL STRESSORS IN NORWAY

HOTEL HOUSEKEEPING OCCUPATIONAL STRESSORS IN NORWAY | Employee Engagement | Scoop.it

HOTEL HOUSEKEEPING OCCUPATIONAL

STRESSORS IN NORWAY

Matthew H.T. Yap

Abstract

Stress is evident in the Norwegian hotel industry and requires urgent attention as portrayed in

Annbjørg’s housekeeping managerial occupation. Annbjørg’s occupational stressors derived

from weak control of and support for demanding jobs in the housekeeping department and

possibly under-reward in comparison to her tireless efforts. Hence, this case study provides a

platform for educators, trainers, managers, students and learners to critically examine, discuss

and argue managerial occupational stress and interventions set within the Norwegian hotel

housekeeping context.

Keywords

Occupational stress, Occupational stress intervention, Housekeeping department,

Norway, Work-family enrichment, Management

BACKGROUND

The labour intensive Norwegian hospitality industry (accommodation, restaurants and

food service, and events catering) employs approximately 90,000 workers and

generates in excess of NOK 42 million in revenue (Statistics Norway, 2009). The

backgrounds of the workers are diverse due to the expansion of the European

Community (Tamas, Münz and Hönekopp, 2006) and globalisation of the hospitality

industry. In order to provide excellent service to hospitality customers 24 hours a day,

seven days a week (Lövhöiden, Yap and Ineson, 2011), hospitality workers in Norway

experience occupational stress (OnsØyen, Mykletun and Steiro, 2009). As a result, the

labour turnover rate in the hotel industry is higher than other industries in Norway

(Furunes and Mykletun, 2007).

Occupational stress is explained as a circumstance when a worker is unable to cope

with her/his work demands (Erkutlu and Chafra, 2006). As such, there are positive and

negative outcomes. On one hand, occupational stress can trigger a worker’s adaptive

instinct to address work-related issues. On the other hand, it can impact negatively on

workers’ physical and psychological health outcomes (Tsutsumi and Kawakami, 2004).

Occupational stress can be view from two perspectives: the job demand-control-support

model (Johnson and Hall, 1988), and the effort-reward imbalance at work model

(Siegrist, 2001). The job demand-control-support model hypothesises that workers with

weak control over high psychological and/or physical work demands, and who receive

insufficient social/managerial support can experience high occupational stress. The

effort-reward imbalance at work model postulates that workers who are unfairly

rewarded according to their hard work or over-commitment can experience

occupational stress. The negative contexts of occupational stress present in hospitality

organisations and workplaces can be addressed. Occupational stress interventions can

focus on the individual (worker) and at the organisational level (NytrØØ et al., 2000).

Counselling and fair treatment of workers are two of the many methods employed of

occupational stress intervention for individuals; while cost-benefit analysis and

involvement of labour unions can be employed at organisational level.

CONTEXT

Annbjørg is a housekeeping manager who has worked in a four star hotel in Oslo for

approximately three years. She is happily married to her husband Tormod, who also

happens to work in a five star hotel in Oslo as a restaurant manager. Annbjørg and

Tormod have been married for more than two years and they have a one year old baby

boy, Erlend. Both Annbjørg and Tormod would, in the future, like to start their own

hospitality consulting business when they have saved enough money. Dual-earner

families are common in Norway due to advanced family welfare and orientation

policies and systems (Brækhus, 2004). Annbjørg and Tormod lived in the outskirts of

Oslo and they need to drive for around 15 minutes to get to their workplaces. Both of

them have different work shifts due to the different nature of their occupations. They

take turns to take care of Erlend on their off-days. When both of them are working day

shifts, they bring Erlend to the day child care centre and collect him in the evening.

Annbjørg manages 15 room attendants and cleaners with three work shifts (7a.m. to

3p.m.; 3p.m. to 11p.m.; 11p.m. to 7a.m.). She reports to the Executive Housekeeper as

her immediate superior. As a manager, Annbjørg frequently works from 7a.m. till

6p.m. but she also stays until 11p.m. when there are special events and functions in the

hotel. Due to the nature of the housekeeping department, Annbjørg works very closely

with the room attendants and the cleaners. Most of the time, she can rely on their

quality work. However, Annbjørg needs to conduct cleanliness inspections once in a

while to ensure her employees are consistent with their jobs. Needless to say,

Annbjørg’s employees are unhappy about the inspections. In general, the work morale

in the housekeeping department is positive. However, the room attendants and cleaners

are fragmented and tend to ‘group’ according to their diverse ethnic backgrounds. At

times, rumours spreading around the hotel originate from the housekeeping department.

There have been several incidents of quarrelling and disputes amongst the

housekeeping staff. Due to the strenuous nature of housekeeping cleaning jobs,

Annbjørg’s department experiences one of the highest levels of absences due to

medical reasons; finding skilled substitutes at a short notice to replace absent

employees is extremely challenging. Moreover, the idea of taking part-timers to

accomplish housekeeping tasks is not practiced because of their insufficient training.

The housekeeping department is commonly pressured by other departments to provide

fast and quality services to hotel guests. In return, some hotel guests are sympathetic

and reward the housekeeping staff with gratuities; while some are unreasonable in their

behaviour. Annbjørg has also been involved with the local police a couple of times

because guests have accused her staff of stealing. To make things worse, the

overbooking of hotel rooms, issuing wrong room keys and constant room changes by

the front desk have made Annbjørg’s work-life uneasy. In reality, Annbjørg has to

manage the day-to-day operations of the housekeeping department with the work

pressure from her boss. Hence, she often has to bring administrative work back home to

complete; her manager has provided her a company laptop to work at home from time

to time. In addition, the Executive Housekeeper has provided Annbjørg with a

company mobile phone so that she can be contacted easily, including on Annbjørg’s

off-days and out of work time.

Annbjørg has a busy and eventful work life as illustrated above. As a result, she was off

sick twice due to work-related situations. Although she feels exhausted and fatigued

after working, she is satisfied, contented and happy after resolving employees’ issues,

accomplishing her assignments and satisfying the guests. Whenever she feels down,

sad and stress, Annbjørg uses her happy memories at work or at home to compensate

for her negative emotions.


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The Alarming Truth About Employee Engagement (Infographic)

The Alarming Truth About Employee Engagement (Infographic) | Employee Engagement | Scoop.it
To make your company more productive, you're going to need to think harder about how to motivate employees. (The Alarming Truth About Employee Engagement...
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Great infographic and stats.

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Solving the employee engagement paradox | Castlight Health

With employee engagement being a key challenge for today's benefits leaders, how can you rise above the noise and be heard? Castlight experts can show you how being smart with communications to your employee ...
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Employee Engagement – an Executive, Managerial and Individual Responsibility (Part Two)

Employee Engagement – an Executive, Managerial and Individual Responsibility (Part Two) | Employee Engagement | Scoop.it
In Part one of this series, we looked at the executive responsibilities the C-Suite has when undertaking the establishment of the right company culture for its employees. Shareholders are slowly bu...
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Employee Engagement and Enablement: The Wonder Drug For Releasing Discretionary Energy

Employee Engagement and Enablement: The Wonder Drug For Releasing Discretionary Energy | Employee Engagement | Scoop.it
RT @socialworkplace: Employee Engagement and Enablement: The Wonder Drug For Releasing Discretionary... http://t.co/vvwFRQ1rXh via @HumanCa…
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Employee Engagement Increases When Leaders Are Genuine | Peerless Leadership Development

Employee Engagement Increases When Leaders Are Genuine | Peerless Leadership Development | Employee Engagement | Scoop.it
Employee Engagement Increases When Leaders Are Genuine - http://t.co/X1joOwxNwC via @Shareaholic Nice post!

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Using employee engagement surveys to boost customer satisfaction and loyalty

Using employee engagement surveys to boost customer satisfaction and loyalty | Employee Engagement | Scoop.it
If you need to increase your company's competitiveness and profit, where should you start? Should you focus on your employees first, or should you start by focusing on your customers first? In real...

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Consistent Ethical Leadership Increases Employee Engagement

Consistent Ethical Leadership Increases Employee Engagement | Employee Engagement | Scoop.it
When we bring out the best in people through ethical leadership, they will want to bring their creativity, ideas, and enthusiasm to work.
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Scott Carbonara: Manager's Guide to Employee Engagement (Briefcase Books)

Scott Carbonara: Manager's Guide to Employee Engagement (Briefcase Books) | Employee Engagement | Scoop.it
Manager's Guide to Employee Engagement (Briefcase Books) is among the best books in the field of leadership and organizational behavior learning. Manager's Guide to Employee Engagement (Briefcase B...
Katherine Razzi's insight:

This book promises to be a great read for managers from large corporations to small mom and pop shops. Congrats on your book, Scott!

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Drive Performance by Focusing on Routine Decisions

Drive Performance by Focusing on Routine Decisions | Employee Engagement | Scoop.it
Searching for process improvements in the knowledge economy. (For employee engagement - "Focus on routine decisions" - http://t.co/n996v59UoV)
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Measuring employee engagement ← Emotive Brand

Measuring employee engagement ← Emotive Brand | Employee Engagement | Scoop.it
We were reminded about the sign Albert Einstein had hanging in his office:   “Not everything that counts can be counted, and not everything that can be counted counts.” We’re not here to say that the measurable dynamics of employee engagement don’t...
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12 Questions to Gauge Employee Engagement - Inc.com

12 Questions to Gauge Employee Engagement - Inc.com | Employee Engagement | Scoop.it
12 Questions to Gauge Employee Engagement
Inc.com
“Employee engagement” is, admittedly, a catchall term, not to mention an endlessly marketable consulting concept. So if you're skeptical, we understand.
Katherine Razzi's insight:

This is interesting.

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Rescooped by Katherine Razzi from Office Environments Of The Future
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Distributed But Not Distant: Bringing Remote Teammates to the Table

Distributed But Not Distant: Bringing Remote Teammates to the Table | Employee Engagement | Scoop.it

Via Color-Art
Katherine Razzi's insight:

This is great! The world seems to be getting smaller while telecommunications and technology get bigger.

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10 Things Extraordinary Bosses Give Employees

10 Things Extraordinary Bosses Give Employees | Employee Engagement | Scoop.it
Good bosses care about getting important things done. Exceptional bosses care about their people.
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the Lonely Intrapreneur

the Lonely Intrapreneur | Employee Engagement | Scoop.it
If you've got Intrapreneurs in your business already, you're [probably] lucky to have them - however, studies suggest they could well be doing it off their own back in a challenging environment! Engage everyone and they'll be much happier and more productive too.
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Six Talent Practices that Boost Employee Engagement and Market ...

Six Talent Practices that Boost Employee Engagement and Market ... | Employee Engagement | Scoop.it
Employee engagement surfaces in every aspect of an organization--in its productivity, culture, brand--but the quest for deeper engagement is especially evident in a firm's talent management practices.
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30 Inspirational Employee Engagement Quotes | Truist

30 Inspirational Employee Engagement Quotes | Truist | Employee Engagement | Scoop.it
A collection of quotes to inspire your employee engagement program.
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Why Employee Engagement? (These 28 Research Studies Prove the Benefits)

Why Employee Engagement? (These 28 Research Studies Prove the Benefits) | Employee Engagement | Scoop.it
“Why employee engagement?” is a question I’m frequently asked. “Isn’t that just soft stuff? What’s the point in making employees happy?
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The Four Secrets to Employee Engagement

The Four Secrets to Employee Engagement | Employee Engagement | Scoop.it
Managers, not HR, must lead the charge. (The Four Secrets to Employee Engagement http://t.co/UHEUKqL4Oa #leadership)
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Great article on employee engagement - a must-read for managers!

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What Is The Missing Ingredient In Employee Engagement?

What Is The Missing Ingredient In Employee Engagement? | Employee Engagement | Scoop.it
@humancapleague What Is The Missing Ingredient In Employee Engagement? #engagement #hr http://t.co/QYMs7OmbHI
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Rescooped by Katherine Razzi from "employee engagement enhancement"
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Employee Engagement

Employee Engagement | Employee Engagement | Scoop.it
All things Employee Engagement

Via Gene Shklover, PhD, Jean-Philippe D'HALLUIN
Katherine Razzi's insight:

Great infographic and advice!

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Rescooped by Katherine Razzi from Employee Engagement
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Creating Epic Customer Connections: Six Win/Win Employee Engagement Tips - Business 2 Community

Creating Epic Customer Connections: Six Win/Win Employee Engagement Tips - Business 2 Community | Employee Engagement | Scoop.it
6 Win/Win Employee Engagement Tips http://t.co/waT9SywPhZ #WholeheartedLeaders
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Creating Epic Customer Connections: Six Win/Win Employee Engagement Tips - Business 2 Community

Creating Epic Customer Connections: Six Win/Win Employee Engagement Tips - Business 2 Community | Employee Engagement | Scoop.it
6 Win/Win Employee Engagement Tips http://t.co/waT9SywPhZ #WholeheartedLeaders
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The HR Capitalist: The Future of Employee Engagement Will Feature a Siri-Like Companion at Work...

The HR Capitalist: The Future of Employee Engagement Will Feature a Siri-Like Companion at Work... | Employee Engagement | Scoop.it
Artificial Intelligence. AI. You know it's coming, and we've been conditioned to think it's going manifest itself by machines taking over the world like we've seen in moves like The Matrix and the the Terminator series.
Katherine Razzi's insight:

This is pretty scary and yet it's fascinating at the same time! However, I still believe our biogenetic makeup calls for the human touch, and haven't seen the movie yet, I wonder if this comes out. Most of us know that from birth, babies do not survive if they are not in contact with the mother or other human beings. This must play out throughout our lives as humans but perhaps not to the extent of death. However, depression, isolation can manifest itself and cause health issues. I know that if I don't get a fix by seeing my grands regularly, I get really down. After I see them, I'm totally refreshed. I guess that's love for you, too!

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