Abstract

Today, the business environment is becoming very complex because of competition and technological advancement. It is very difficult for the organization to survive in the market without having better quality of the product and services basically in hospitality industry. The quality of the services largely depends upon the employees working in organization. Therefore it is necessary for the organization to have workforce who can deliver better services to the customers. The primary objective of this paper is to study the employee engagement in Taj Group of Hotels and to test empirically the impact of reward and recognition on employee engagement at Taj Group of Hotels, New Delhi. 219 employees/respondents from Taj Group of Hotels were included in the study. Reliability of data was measured through Cronbach alpha and factor analysis was also run. Simple linear regression was applied to test the hypothesis which reported positive and significant impact of reward and recognition on employee engagement at Taj Group of Hotels under study. After empirically testing, some suggestions were given by researchers to improve employee engagement at Taj Group of Hotels, New Delhi and generally for hotel industry in India.

Keywords: Customer Satisfaction, Employee engagement, Hospitality Industry, Reward and Recognition, Taj Group of Hotels