Investigating the Effects of Employee Empowerment on Job Satisfaction and Performance: A Case Study of Front Office Employees in Egyptian Hotels

Document Type : Original Article

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Hotel Management, Faculty of Tourism and Hotel Management, Helwan University, Cairo, Egypt

Abstract

Several elements could affect human performance in hospitality organizations; one of these elements is empowerment. Empowerment is the process of enabling employees in many forms and ways including delegating, training and development, job rotation, and fair promotion opportunities. Hospitality organizations need to empower their employees to go extra miles to meet customer expectations. Using data gathered from front office employees in three-star and five-star hotels, this study investigated the effects of employee empowerment on employee job satisfaction and employee performance. The study employed a self-administered questionnaire consisted of 29 items. The items divided into five groups as job involvement (JI), organizational commitment (OC), psychological empowerment (PE), job satisfaction (JS), and job performance (JP). Confirmatory factor analysis (CFA) and Structural equation modeling (SEM) were conducted to test a hypothesized model. Findings revealed that empowerment through involvement, empowerment through commitment and psychological empowerment significantly impact employee job satisfaction, in the five-star hotels. However, only empowerment through commitment and psychological empowerment significantly impact employee job satisfaction, in the three-star hotels. Moreover, results showed that employee job satisfaction has positive effects on employee performance, in both the three-star and five-star hotels.

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