Abstract
Front-line employees are the face of the Hotel Industry as they are directly interacting with the customers. They are precious for the hotel, and they directly deal with the customers.
They also make contacts with managers and other staff members in various departments. Moreover, Tourism has always been an essential factor in the economy.
The primary purpose of study is to identify the main factor affecting front-line employees’ performance in Bahrain’s hotels and
tourism industry. The focus group and analytic hierarchy process (AHP) techniques were utilised to collect data from the front-line employees, various HR managers in Bahrain hotels, and customers. Besides the guests from three hotels: Ritz Gourmet Lounge, Jumeirah Royal Saray,
and Four Seasons Hotels, the most famous hotels in Bahrain.
The facts and theories of HR and motivational drivers were captured from the literature review. The collected data was analyzed using Voyant online tool to generate the word clouds in the focus group and Super Decisions
Software in AHP. The results reveal that training is the essential factor in enhancing front-line employees' performance in Bahrain hotels and the tourism industry. The Work Result is the least critical criterion through assessing the employee’s performance. The highly HR factors that impact front-line employee performance are career development, Training and development, and Recognition. The Incentives and Rewards are the least attended and practiced factors by hotels in Bahrain. In the end, HR management members highly recommended considering the front-line employee category and experts’ recommunication to ensure high effective performance appraisal. Among the limitations was the time complete the focused group, and should be highlighted is an official source's updated, standardised, and published reports of
hotel guests' feedback in Bahrain.
Key Words:
Training, Performance, Human Resources Management, Front-Line Employees, Hotels,
Communication, Motivation, Work Results.