The Impact of Remote Work on Employee Engagement and Performance in the Hospitality Industry: A Study of Frontline Employees

Thesis Abstract

Abstract
The paradigm shift towards remote work has accelerated in recent years, impacting various industries globally. The hospitality sector, known for its high-touch service delivery, has also witnessed a transformation in work practices, particularly among frontline employees. This thesis explores the impact of remote work on employee engagement and performance within the hospitality industry, focusing on frontline employees who play a crucial role in delivering exceptional customer experiences. The introduction sets the stage by highlighting the growing trend of remote work and its implications for the hospitality sector. The background of the study provides an overview of the evolution of remote work practices and the unique challenges faced by frontline employees in adapting to this new work model. The problem statement identifies gaps in existing literature regarding the specific effects of remote work on employee engagement and performance in the hospitality industry, prompting the need for this research. The objectives of the study are to investigate the factors influencing employee engagement and performance in a remote work environment, analyze the challenges faced by frontline employees in maintaining productivity and motivation while working remotely, and assess the strategies that organizations can implement to enhance employee engagement and performance in a remote setting. The study acknowledges its limitations, including potential biases in self-reported data and the impact of external variables on employee outcomes. The scope of the study focuses on frontline employees in the hospitality industry, encompassing various job roles such as front desk staff, concierge services, food and beverage servers, and housekeeping personnel. The significance of the study lies in its contribution to the understanding of how remote work practices affect employee engagement and performance in a sector traditionally reliant on face-to-face interactions. The structure of the thesis outlines the organization of chapters, providing a roadmap for the reader to navigate through the research findings and analysis. Chapter two presents a comprehensive literature review, exploring existing studies on remote work, employee engagement, and performance management in the hospitality industry. The review identifies key themes, theoretical frameworks, and empirical findings that inform the research hypotheses and methodology. Chapter three details the research methodology, including the research design, sampling strategy, data collection methods, and analytical techniques employed to investigate the research questions. Chapter four presents an in-depth discussion of the research findings, analyzing the relationships between remote work, employee engagement, and performance based on the data collected from frontline employees in the hospitality industry. The discussion highlights the implications of remote work practices on job satisfaction, motivation, communication, and teamwork among frontline staff, offering insights into best practices for managing remote teams effectively. Chapter five concludes the thesis by summarizing the key findings, discussing their implications for theory and practice, and offering recommendations for organizations seeking to optimize employee engagement and performance in a remote work environment. The conclusion reflects on the broader implications of the research findings, suggesting avenues for future research to explore the evolving landscape of remote work in the hospitality industry and its impact on employee outcomes.