Determination of stress factors of front office employees and investigation its effects to motivation: An example of Marmaris

The services that are provided at hotels are mostly provided through employees. Hotels can differ only with their employees. Since the product which is being produced is service at the hotels. The front office department at the hotels is where employees make direct contact with guests, welcomed, sent off and given the first impression to the guests. Moreover, the front office department is responsible for the flow of information among the other departments and satisfaction of the guests. The hotels with a high level of guest satisfaction are gained advantages in a competitive environment. The guests who are satisfied can choose the same hotel for their next stay. Therefore it is crucial that front office employees provide good quality of service, work with a high performance, minumum stress level and a high motivation. It is possible for front office employees to work with a high performance when the managers determined stress factors and making better conditions for them. The aim of this study is to determine stress factors of front office employees who have a major role ensuring the guest satisfaction at the hotels in Marmaris and its effects to motivation. It's also determined as a subgoal purpose of this study that to find the differences between stress factors and motivation according to the demographic characteristics; such as; gender, age, marital status, income status, position, experience in the hotel sector, working time in the same hotel and recieving tourism education. A survey was conducted in order to collect the data from front office employees in Marmaris who were working at 4-5 star hotels. The surveys had been conducted on 420 front office employees between July and October 2019. These collected surveys were included to the study and analyzed. In the result of the study it has been found that the stress factors of front office employees have effects on motivation.