Abstract

Astoria Plaza's study examines how incentive and recognition programs affect the morale, motivation, and performance of the housekeeping employees whose work, which is very physically demanding, contributes to the overall quality of service provided by the hotel. In spite of having existing incentive and recognition programs, the hotel has been unable to maintain high levels of employee engagement and retention, indicating that a need exists for data-based improvements to its current programs. A descriptive-correlational study design was used in conducting this research, collecting data through a validated bilingual questionnaire. A total of 40 purposively selected employee participants (housekeeping staff) completed surveys. Data were aggregated using frequency-distribution, ranking, weighted mean (Four-Point Likert Scale), regression analysis, and Pearson r correlation to establish relationships between incentive, motivation, and employee performance. Most employees at Astoria Plaza Hotel are between 21 and 25 years old, are a mix of male and female, are primarily single, and have some post-secondary education. The majority of the workforce are regular employees, and employees prefer extra pay for hours worked, mentoring opportunities (non-monetary), a friendly work atmosphere, and participation in the "Employee of the Month" program. Employees are motivated by equal pay, job security, working conditions, clear communication, access to training, recognition, and professionalism, while ensuring guests are satisfied. Data analysis indicates that the relationship between incentives and an individual's motivation or performance is weak, and that other factors (i.e., management style and work environment) often play a bigger role in motivating and retaining people in their roles. There are many operational issues (e.g., delays in getting room supplies to staff and poor communication) that make it difficult to implement programs effectively. The researcher recommends the following actions to improve employee retention and performance: increase benefits, expand opportunities for career advancement, foster a culture of teamwork, personalize recognition, align tasks with employees' skill sets, develop strong performance feedback systems, and improve operational processes.