| Abstract | Motivacija se smatra jednim od glavnih faktora dobrog poslovanja i kvalitetnog rada zaposlenika dok je stres na poslu, u današnje vrijeme, jedan od glavnih zdravstvenih problema zaposlenika zbog čega se motvacija smanjuje, a pritom i kvaliteta rada. Cilj ovog istraživanja bio je saznati iskustva zaposlenika na radnom mjestu hotelskog portira u luksuznim hrvatskim hotelima (Hotel Esplanade, Met Boutique, Art'otel i DoubleTree by Hilton). Za potrebe ovog istraživanja provedeni su polustrukturirani intervjui na deset hotelskih portira gdje su se analizirali izvori motivacije, što motivaciju kod njih potiče, a što ju smanjuje, što im uzrokuje najveći stres i koje su metode njegovog smanjivanja. Glavni nalazi ovog istraživanja što se tiče stresa jest da stres zaposlenicima najviše izazivaju gosti radije nego li menadžment. Najčešće se radi o situacijama gdje su gosti nezadovoljni ili ne žele dopustiti dvosmjernu komunikaciju s hotelskim portirom, a oni kao zaposlenici ne mogu ništa napraviti. Poput gužva u parkirnim garažama, nemogućnost pronalaska hotelske sobe po ukusu gostiju ili jednostavno bezobrazan gost. Prilikom analiziranja rezultata vidljivo je kako ne postoji u analiziranim hotelima implementacija konkretnih rješenja kako bi se stresom na radnom mjestu upravljalo, ali bez obzira na stres na poslu, zaposlenici koji su intervjuirani bi preporučili ovaj posao drugim ljudima jer je zanimljiv i dinamičan te je više pozitivan nego li što je negativan. Što se tiče motivacije na radnom mjestu hotelskog portira, najviše ih motiviraju napojnice gostiju, točnije materijalna motivacija, ali priželjkuju povratnu informaciju menadžmenta ili nadređene osobe koja bi im više značila nego li materijalna motivacija. Otkriveno je kako ne postoji izražena motivacija napredovanja na radnom mjestu hotelskog portira te kako većini zaposlenika to nije posao koji žele raditi do kraja života. Ovo istraživanje potvrdilo je neka ranija istraživanja gdje zaposlenici više cijene ohrabrujuću riječ menadžera nego li što cijene napojnicu gosta. |
| Abstract (english) | Motivation is considered one of the main factors of good business and high-quality work of employees, while stress at work, nowadays, is one of the main health problems of employees, due to which motivation decreases, and at the same time, the quality of work. The aim of this research was to find out the experiences of employees in the workplace of hotel porter in luxury Croatian hotels (Hotel Esplanade, Met Boutique, Art'otel and DoubleTree by Hilton). For the purposes of this research, semi-structured interviews were conducted with ten hotel porters, where sources of motivation were analyzed, what motivates them and what reduces it, what causes them the most stress and what are the methods of reducing it. The main findings of this research in terms of stress is that employees are mostly stressed by guests rather than management. Most often, it is about situations where guests are dissatisfied or do not want to allow two-way communication with the hotel porter, and they, as employees, cannot do anything. Like crowds in parking garages, inability to find a hotel room to the guests' liking or simply a rude guest. When analyzing the results, it is evident that there is no implementation of concrete solutions in the analyzed hotels to manage stress in the workplace, but regardless of the stress at work, the employees who were interviewed would recommend this job to other people because it is interesting and dynamic and is more positive rather than what is negative. As for the motivation at the hotel porter's workplace, they are mostly motivated by the tips of the guests, more precisely material motivation, but they wish for feedback from the management or a superior person, which would mean more to them than material motivation. It was discovered that there is no strong motivation to advance in the position of hotel porter and that for most employees it is not a job they want to do for the rest of their lives. This research confirmed some earlier research where employees value an encouraging word from a manager more than they value a tip from a guest. |
