Title: HOTEL EMPLOYEE MOTIVATION: A SYSTEMATIC LITERATURE REVIEW ON FACTORS AFFECTING JOB SATISFACTION AND PERFORMANCE

Authors: Anita Swantari, Wijayanti Dewi Prabandari, Surya Fadjar Boediman, Emenina Tarigan, Triana Rosalina Dewi and Mochamad Achmadi

Abstract: This study aims to identify and analyze the factors influencing hotel employees’ work motivation, as well as their impact on employee performance and customer satisfaction. The method used is a Systematic Literature Review (SLR), which involves collecting and analyzing relevant articles published in leading academic databases such as Google Scholar, Scopus, and Web of Science. Selected articles focus on intrinsic and extrinsic motivational factors, such as personal recognition, self-development, salary, and financial rewards. The findings of the study show that intrinsic factors, such as recognition for performance and opportunities for self-development, have a significant impact on long-term work motivation, while extrinsic factors, such as competitive salaries and a conducive work environment, have a greater effect on short-term motivation. These two factors support each other and must be balanced to improve employee performance and customer satisfaction. The conclusion emphasizes the importance of balancing intrinsic and extrinsic factors in motivating hotel employees. Suggestions for future research include exploring the role of organizational culture and leadership in influencing motivation, as well as considering external conditions such as economic crises or pandemics in shaping reward systems and work motivation in the hospitality sector.

Keywords: Work motivation, intrinsic factors, extrinsic factors, employee performance.

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