Examining the “Dark Side” – The Importance of the Back of House
Datz, Alexander (2014)
Datz, Alexander
HAAGA-HELIA ammattikorkeakoulu
2014
All rights reserved
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-201501021007
https://urn.fi/URN:NBN:fi:amk-201501021007
Tiivistelmä
This study presents the research of the “Dark Side”, the back of house in the hospitality industry. The primary aim of this research is to examine the importance and relevance of a well-designed back of house, in this thesis referred to as break rooms for employees. It clarifies elements which need to be considered when designing a break room and identifies the influence on employees and employers.
Little research has been conducted on the creation and impact of a well-designed back of house in the hotel industry. Particular attention is paid to the break room as a long-term benefit for the employees probably contributing to a better work attitude, work climate and well-being. The framework is drawn based on the relationship and interaction between the employer, employee and guest in the context of a break room. The overall situation and how hotels consider and could take advantage of a well-designed break room are analysed.
In this exploratory study a qualitative research method in the form of semi-structured interviews and observations is used to collect primary data from employers/managers, employees and hotels. This method provides a deeper understanding of the situation also focussing on feelings, attitudes and perceptions of the interviewees.
The primary outcome of the findings clearly showed that a well-designed back of house could have a great influence on employee’s work attitude, work climate and well-being leading to a higher satisfaction and appreciation through their employer. This might drive a higher guest satisfaction and profit significantly. However, a significant number of employers still neglect the importance and benefit of a break room even though all interviewees would welcome an implementation.
This first-time study provides a vital insight into the current situations and conditions of break rooms. The research gives a starting point for the industry to rethink the situation and act upon them accordingly with the help of the researcher’s final framework. Nevertheless, further research is necessary to get an even deeper comprehension into the topic and to increase the comparability to the results as most of them are still assumptions instead of real facts.
Little research has been conducted on the creation and impact of a well-designed back of house in the hotel industry. Particular attention is paid to the break room as a long-term benefit for the employees probably contributing to a better work attitude, work climate and well-being. The framework is drawn based on the relationship and interaction between the employer, employee and guest in the context of a break room. The overall situation and how hotels consider and could take advantage of a well-designed break room are analysed.
In this exploratory study a qualitative research method in the form of semi-structured interviews and observations is used to collect primary data from employers/managers, employees and hotels. This method provides a deeper understanding of the situation also focussing on feelings, attitudes and perceptions of the interviewees.
The primary outcome of the findings clearly showed that a well-designed back of house could have a great influence on employee’s work attitude, work climate and well-being leading to a higher satisfaction and appreciation through their employer. This might drive a higher guest satisfaction and profit significantly. However, a significant number of employers still neglect the importance and benefit of a break room even though all interviewees would welcome an implementation.
This first-time study provides a vital insight into the current situations and conditions of break rooms. The research gives a starting point for the industry to rethink the situation and act upon them accordingly with the help of the researcher’s final framework. Nevertheless, further research is necessary to get an even deeper comprehension into the topic and to increase the comparability to the results as most of them are still assumptions instead of real facts.