The Influence of Psychological Empowerment on Overall Job Satisfaction of Front Office Receptionists

Abstract

The highly competitive business environment has encouraged the hotel sector to be more practical in its employees’ performance so as to provide a high standard of quality services to the customers. With that, their role of upholding a satisfactory service level is vital and at the same instant, depends on their satisfaction level too. Empowering employees are among the factors that might influence positive employee outcomes such as job satisfaction. This study was conducted to examine the influences of psychological empowerment on overall job satisfaction of Front Office Receptionists in Kuala Lumpur 5-star hotels. A total of 210 questionnaires were distributed at 21 hotels in Kuala Lumpur, Malaysia. Results showed that psychological empowerment does have significant influences (through the dimensions of meaningfulness, competence and influence) on overall job satisfaction of the receptionists. The findings also suggested that receptionists’ age and tenure affected their sense of overall job satisfaction. Hotel managers should include this in their effort and consideration to enhance employees’ performance and competencies. More competitive solutions such as enhancing participation by the departmental decision making process, encouraging creativity, implementing better work environment and employment packages may harmonize work relationships and outcomes.