The Impact of Workplace Stress Management in a Business Organisation in the Service Industries – A Case Study on Kingstel Hotel Limited -Takoradi, Ghana

Abstract

This research presents readers with adequate information about workplace stress and its impact on the productivity of employees in the service industries, factors in the working environment that cause stressful situations and negative health consequences of workplace stress. It was necessary to undertake this research on workplace stress due to the rapid changes in the service industries which come with some sort of pressure and making the workplace more prone to stress for managers and frontline service personnel. Service personnel need to control their personal emotions so that they will be capable of managing the emotions of their customers and provide them with their service requirements in an organization. The major objective for conducting this research work is to analyze the effectiveness of workplace stress management practices at Kingstel Hotel Limited and how sources of job stress for service personnel such as perceived customer demands, uncooperative attitudes of employees, role ambiguity, role conflict, role overload and how teamwork and other mediators such as job autonomy, training, and motivational programs helps to minimize workplace stress. To enhance better understanding and thorough analysis of stressors, questionnaires were administered to service personnel at Kingstel Hotel to gather primary data for further analysis and investigation. The researcher also interviewed the marketing manager of the hotel to gather further information. Moreover, in other not underrating the significant benefits of secondary data, various articles and publications were reviewed to enrich our knowledge and information base. With the use of an online survey, the questionnaire response was translated into tables and figures for further analysis. With the help of SPSS, correlations analyze was conducted to examine correlations in the variables used and the results of the study indicated that service personnel does not have personal stress management activities and this may result in health- related issues at the workplace more often. The study also identified from the analysis that workplace stress management activities will reduce working hours. Findings suggest the more uncooperative colleagues tend to be in an organization, the heavier workload will be for employees and hence higher probability to suffer from stress. Finally, recommendations for future research are given and areas are highlighted where there is a need for more empirical research.