Employee Empowerment - Key Factors | The Oxford Review

Employee Empowerment – Key Factors

Research Briefing

Research from the hospitality sector has shown what drives employee empowerment at an individual level.

The chief reasons that hotel staff are given greater power (‘empowerment’) tends to be to improve service quality and outcomes for a customer base that has ever higher expectations from their stays in hotels around the world. This also has a positive impact on employees, with lower staff turnover, greater job satisfaction and commitment, increased productivity and, of course, higher customer satisfaction levels. In giving those staff more power, so some hotel chains have found they need less management and this impacts overall staff costs too, driving up profits.

At the frontline staff level this means that when a customer asks for something, they are often empowered to make it possible without recourse to management. A midnight bottle of champagne for instance, long after the bar has closed. This gives the staff more control, freedom to make decisions, information to participate in decision making and organisational affairs.

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Disclaimer: This is a research review, expert interpretation and briefing. As such it contains other studies, expert comment and practitioner advice. It is not a copy of the original study – which is referenced. The original study should be consulted and referenced in all cases. This research briefing is for informational and educational purposes only. We do not accept any liability for the use to which this review and briefing is put or for it or the research accuracy, reliability or validity. This briefing as an original work in its own right and is copyright © Oxford Review Enterprises Ltd 2016-2019. Any use made of this briefing is entirely at your own risk.

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