Socio-Demographic Factors Associated With Job Burnout among Frontline Employees: A Cross-Sectional Study of Classified Hotels in Nairobi City County, Kenya
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Date
2023
Authors
Gitau, John Kahuthu
Maranga, Vincent Nyamari
Khayiya, Rosemarie Ayuma
Journal Title
Journal ISSN
Volume Title
Publisher
IJAEMR
Abstract
In today’s highly competitive business environment, providing exceptional customer service
is the primary goal of any hospitality organisation. Hotel frontline employees play a vital part
in the service delivery process to achieve this. However, job burnout is a persistent problem
in the hotel sector due to the demanding nature of the work (for example, working long hours
and rotating shifts). Hotel frontline employees have to deal with the challenging nature of
their job. As a result, they are prone to job burnout, lowering their productivity. Therefore, it
is essential to establish possible job burnout interventions among this important group of
hotel staff. Nairobi City County has a well-established hospitality sector home to most of
Kenya’s classified hotels. As a beginning point in pursuit of job burnout interventions, this
study sought to compare job burnout levels in different populations of frontline employees
defined by socio-demographic characteristics in all (from 2-star to 5-star) classified hotels
using a cross-sectional online survey approach to test the model on 309 frontline employees.
Data were analysed using descriptive statistics and the one-way analysis of variance. The
prevalence rate of job burnout among frontline employees was 30.7%. Female and unmarried
frontline employees exhibited higher levels of job burnout. Frontline employees with lower
education reported higher feelings of job burnout and its facets. Frontline employees working
in highly rated hotels, with less work experience and tenure, were prone to job burnout and its
aspects. Frontline employees working in the restaurant department were more susceptible to
burnout and its elements. The current study recommends that owners, managers, and
operators of classified hotels in Nairobi City County design interventions anchored on
various socio-demographic characteristics to address job burnout among frontline employees.
Description
Article
Keywords
Age, classified hotel, department of operation, education level, frontline employee, gender, hotel classification, job tenure, marital statu, monthly earnings, sociodemographic characteristic, work experience