Understanding Employee Satisfaction in the Hotel Industry: A Study of Star-Rated Hotels in Dhaka City

Abstract

Tourism is a luxurious industry where the success of the business depends on the psychology of its customer. Hotel industry is one of the major parts of tourism. Established hotels are mainly dependent on the repetition and loyalty of their guests. To ensure positive word of mouth, hotels provide to notch service to its customer by 24/7. However, the experience of the guests prominently relies on their service providers as they receives most of the services directly from the staffs and many hotels totally ignore the wellbeing of its employees and in many cases they do not know which factors contribute to the happiness of its employee. This research paper tried to find out the impact of different factors on hotel employees in Dhaka city, especially who work in star rated hotels. Hotel industry of Bangladesh is in developing condition and they should consider the satisfaction of employees from the very beginning. To find out the variation of different factors, 50 respondents were reached out to collect primary data who were working in different star hotels in Dhaka.  Exploratory approach is used to as the method and at the end a current picture of star hotel employees tried to uphold through this study. This research will remove the knowledge gap of employers as this research showed that satisfactory factors of employees vary depending on department, job tenure, working hour and many others.

Keywords: Tourism, Hotel Industry, Star Hotels

DOI: 10.7176/JTHS/69-03

Publication date: March 30^th 2026