THE ROLE OF JOB SATISFACTION ON WORKERS PRODUCTIVITY IN THE HOSPITALITY SECTOR

The nature of hospitality refers to the sharing of food, drink and accommodation to the people who are not regular members of a household. These people here can be strangers, neighbours, outsiders etc. basically, the host provides food, drink and shelter in their own home and share them with guest without concern for financial payback. Telfer (1996) The hospitality industry is comprised of commercial organizations that specialize in providing accommodation and/or food and/or drinks, through a voluntary human exchange which is contemporaneous in nature and undertaken to enhance the mutual well being of both parties concerned.Brotherton and wood (2000) The major objective of business firms is to maximize revenue. This is also true for firms in the hospitality industry, to achieve this; workers should be motivated so that their productivity is improved. The hospitality sector is service oriented. The service sector relies heavily on the good behaviour of employees to provide friendly and courteous services to their customers. Lashley and Morrison (2000) defined hospitality as essentially a relationship based on hosts and guest. The authors went further to say that hospitality is a social settings in which the act of hospitable actions take place together with impacts of social forces on the production and consumption of food and drinks and accommodation. Lashley and Morrison (2000) postulated that the basic function of hospitality is to establish a relationship or to promote exchange of goods and services both material and symbolic between those who receive (guests) and those who give (hosts). Customer satisfaction is an ephemeral product, produced in the hospitality industry; the satisfaction of the customer translates to profit. For firms to stay in business to meet the needs and aspirations of their customers. In hospitality sector where service is highly personalized, guest satisfaction can only be achieved when workers are happy and satisfied with their jobs. Job satisfaction, according to Spector (1997) is simply how people feel about their jobs and different aspects of their jobs, Arnett and McLane (2002) defined it as an employee s general affective evaluation of his or her job. Mondy and Premeaux (1993) defined productivity as a measure of the relationship between inputs(Labor, natural resources, energy) and the quality and quantity of the outputs(goods and services). In the hospitality industry productivity is defined in terms of customer satisfaction. It is correlated with staff, meeting and exceeding customer expectations. (Deolittle 2006). The hospitality industry s main input is Man power; productivity is dependent majorly on staff. Before staff can meet or exceed customer s expectation, their expectation must have been met by the hospitality establishment they work for. There are different opinions on the subject of the place of job satisfaction on workers productivity, attitudes amongst other factorsey need to