Employee Competence as a Key Factor of Motivation and Satisfaction in the Hotel Sector
Employee Competence as a Key Factor of Motivation and Satisfaction in the Hotel Sector

Author(s): Vjera Jelovac - Šitum, Tanja Untersweg
Subject(s): Social Sciences
Published by: Udruženje ekonomista i menadžera Balkana
Keywords: Improvement of professional development; Job satisfaction; Motivation; Hotel product quality
Summary/Abstract: As a key component of the tourism industry, the Republic of Croatia’s hotel sector requires highly competent employees to meet guests’ expectations and ensure a competitive advantage. This paper investigates the influence of employees’ competence on their motivation and job satisfaction. Competence was analysed through professional skills, interpersonal skills and adaptability, taking into account the specifics of the hotel industry. The research was conducted among hotel employees in the Republic of Croatia, using a questionnaire. The results show that employee competence significantly contributes to their motivation, work engagement, expectation and satisfaction. Key motivational factors include opportunities for education and advancement, while employee satisfaction stems from a positive work environment, management support, and recognition of their contributions and its seasonality. Employees with a higher level of professional competence express a greater sense of self-confidence, loyalty to the employer and job satisfaction. In addition, a clear connection was observed between direct investments in employee development and the overall quality of services provided by the hotel, which affects guest satisfaction and the hotel’s financial performance. The conclusions point to the need for continuous investment in the development of employee competencies to ensure the sustainability and quality of business in the Croatian hotel sector. Concrete strategies are proposed for improving professional development and creating a stimulating work environment, which encourages employee motivation and satisfaction, which is directly reflected in the experience.

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