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Employees’ Work Life Quality from Islamic Perspective: A Case of Hotel Industry
FARAH LAILI MUDA ISMAIL
1, NOR AILIS ABD WAHAB
2, ANITA ISMAIL
3, LATIFAH ABDUL LATIFF
41,3Faculty of Economics & Muamalat & Centre for Core Studies, Universiti Sains Islam Malaysia
2Faculty of Economics & Muamalat, Universiti Sains Islam Malaysia
4Faculty of Leadership & Management & Centre for Core Studies, Universiti Sains Islam Malaysia
ABSTRACT
Being in a competitive industry such as hotel industry, customer’ satisfaction should be the priority. Thus it really urges the hotel providers to make sure the services are well provided. Due to that, the hotel employers/managers have to be strict and firm with the discipline and attitude of the employees to ensure they serve the best to the customers. However, the situation of
‘being controlled and monitored’ sometimes may affect the performance and quality of work among the employees as some of their human needs are ignored. Islam teaches Muslims to interact and treat employees in good manner. This study focuses on work life quality among employees in the hotel industry and also views it from an Islamic perspective. 100 employees from three 4-star hotels in Klang Valley were selected in the survey. The results show the highest needs among employees is to fulfill the needs of health and safety. It is followed by the social, knowledge & aesthetic needs, self-actualization & esteem needs; and economic needs. Most of the elements are in line with Islamic teaching.
Key words: hotel, employees, quality of work life.
INTRODUCTION
Hotel industry is part of services trade, which deals directly with human. It is associated with hospitality and service quality that should satisfy customers. People always perceive hotels as a subject matter of comfort and luxury. To achieve customer satisfaction and wants, hoteliers need to ensure that the services provided are at the proper level. Thus it is very certain that the staffs that are working in this industry hold very important and significant roles in getting good reviews from customers (Hassan, et al., 2015).
For instance, the customers always evaluate the behavior and attitude of the staffs when they interact at the counter.
Besides, the way the staffs entertain them when they seek for information or assistance are also important (Saleh, et al., 2013).
All aspects such as cleanliness, provision of facilities and services are assessed based on the staffs’ work attitude and performance. Therefore, the duty of a hotel staff is very challenging as they deal directly with the various characters and customers' woes.
LITERATURE REVIEW
Challenges Working in Hotel Industry
Tourism and hospitality industries create many employment opportunities in different areas like accommodations, transportation, attractions sites. Therefore, the availability of skilled and trained manpower is a crucial element in the success of any tourism development plan or program. However, some constraints of employment in tourism industry such as unstable employment, low job status, long antisocial working hours and low pay may occur. As the consequence, this industry may face the difficulty of recruiting suitable staff and high staff turnover due to the nature of the jobs (Fernandez & Worasuwan, 2017).
It is an unwise action when staffs that are working in tourism and hospitality sectors are given less attention by the employers. This is because the staffs are the heart for excellent and prompt service delivery system. According to Aynalem, Birhanu and Tesefay (2016) the relationship between human resources and tourism can be expressed in two main aspects. First, tourism can only flourish if the industry can employ an adequate supply of good quality staff or sustainable workforce. The other issue is that the way in which staffs are treated by both managers and customers and vice versa should be in line with social equality and justice. The service providers must always bear in mind that the quality of tourists’ experiences and images in a destination is highly depending on employees’ professionalism.
When discussing on employees’ responsibilities to deliver quality service and their contribution to the customers, the
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employers also need to consider on the happiness and satisfaction of working among the employees. Two important aspects in work are job satisfaction and quality of work life.
Quality of Work Life
The quality of work life refers to the level of satisfaction, motivation, involvement, experience and individual talent as they are related closely to their work (Singhapakdi et al., 2015). The central thrust to this perspective is that organizational productivity can be served by providing people with the opportunity to use their human capacities, pursue self-improvement. Thus, quality of work life responds to both organizational needs and worker growth needs for improved work and working conditions.
Quality of work life is the existence of a certain set of organizational conditions or practices which argues that a high quality of work life exists when democratic management practices are used, employee’s jobs are enriched, employees are treated with dignity and safe working conditions exist (Srivastava and Kanpur, 2018).
Today, quality of work life is seen as an important dimension of quality of life for the organization to attract and retain workers. It is considered as an "asset" to an organization rather than cost the incurred when organizations look for new ways of conducting businesses in order to meet the challenges of a dynamic business environment (Indumathy and Kalamraj, 2012).
For an organization to be successful and achieve the company's objectives, it is important that workers are satisfied with their work, because work occupies an important place in the lives of many people. The condition may affect not only their physical but also their social, psychological and faith well (Wright and Bonett 2007).
Organizations should contribute the development of workers’ sense of coherence by providing information in a consistent, structured, ordered and understandable format. In order for workers to perceive that work expectations are manageable and within their, or important other peoples power, they should ensure the necessary knowledge, skills, material, instruments and other resources, and that there is a balance in the load of tasks to be handled (Zulkarnain Amin 2013).
Fair and adequate pay and benefits rights, observance of safety and health factors, opportunities to continue growth and security of staff, acceptance work organization, work life and social dependence on society and individual life, governing the overall living space in the environment, integration of social improved human abilities (Seyed Mehdi 2010).
Work life Quality from Islamic Perspective
Quality of work life is a concept that talks about the welfare and happiness of employees' lives at work (Waldan 2018). In the Islamic concept, quality of work life can be seen from the aspects of four aspects, which are (1) fulfillment of life needs fairly and transparent, (2) employees’ satisfaction in a conducive environment, (3) giving rewards and punishment; and (4) good humanitarian relations among employees and between employees and organizatioal management (Ibrahim 2006).
1. Fulfillment of the Needs of Life Fairly and Transparent
The main purpose of the payment of wages is that employees are able to meet all the basic needs of their lives so that they are not compelled to take actions that are not justified to just fulfill themselves and family. In Islamic teachings, before an employee is accepted into the organizational environment, the wage system must be agreed upon first, this is based on the words of the Prophet Muhammad SAW, which reads:
"Whoever employs an employee must mention on the salary"
This means that there is openness in the payroll system, so that employees can carry out tasks in accordance with the agreed agreement. In determining the wage system. There are a number of guidelines taught in Islam. The first is wage system is determined based on the type of work. Referring to the word of Allah SWT in Al-Quran Surah Al-Ahqaf verse 19.
And for all there are degrees [of reward and punishment] for what they have done, and [it is] so that He may fully compensate them for their deeds, and they will not be wronged.
For this reason, the wages paid to each employee may differ based on the type of work and responsibilities assumed. Secondly the wage system is determined based on the level of needs and local environmental welfare. If the cost of living of the community increases, then the wages of employees must be increased so that the living needs can be met.
Apart from a clear wage system, Islamic teachings also require organizations to carry out the payment process as soon as possible after the work process is completed. This refers to the words of the Messenger of Allah which says:
"Give the salary of the employee before his sweat dries".
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This is intended to prevent the occurrence of torment towards employees. With timely payment, the organization also maintains the quality of life of the employee so that employees feel safe to work within the organization.
The quality of work life is interpreted as openness in the work environment and the fulfillment of the needs of life of employees.
The Islamic teachings emphasize the concept of fairness in the sense of setting open wages in accordance with mutual agreement and calculated in accordance with the living requirements as fairly as possible. Allah Ta'ala also says:
Indeed, Allah commands you to render trusts to whom they are due and when you judge between people to judge with justice.
Excellent is that which Allah instructs you. Indeed, Allah is ever Hearing and Seeing (Q. An-Nisa: 58)
2. Employee Satisfaction in a Conducive Environment
In the concept of quality of work life, the work environment includes the relationship between fellow employees and the relationship between employees and the organization to meet the non-material needs of employees, namely their mental and spiritual. If the mental needs are met will encourage and motivate employees to work more effectively. Employees must feel the work environment is safe and peaceful.
The organization must pay more attention in creating a good working atmosphere, how superiors always provide guidance to subordinates with full familiarity. This is based on the word of Allah SWT which reads:
Invite to the way of your Lord with wisdom and good instruction, and argue with them in a way that is best. Indeed, your Lord is most knowing of who has strayed from His way, and He is most knowing of who is [rightly] guided (An-Nahl; 125).
3. Granting Rewards and Punishment
Islam teaches all humankind to always do something to the maximum extent possible. When a person is doing good he or she will be rewarded and if committing bad deeds he or she will be punished. Similarly, if viewed from an organizational perspective, performance and efforts of employees must be recognized, for both good and poor performance. The Prophet SAW Messenger of Allah also emphasized for organizations to employ someone who has a trustful nature, good religion, strong and decent, as based on the word of Allah SWT:
One of the women said, "O my father, hire him. Indeed, the best one you can hire is the strong and the trustworthy (Q. Al-Qasas:
26)
4. Good Human Relations in Organizations between Employees Organization
In the time of the Prophet, employees have a role as a person who protects the people from acts of tyranny so that the Messenger of Allah encourages to be fair to those who are wronged and still maintain their honor and glory, and be free from tyranny.
And We have certainly honored the children of Adam and carried them on the land and sea and provided for them of the good things and preferred them over much of what We have created, with [definite] preference (Q. Al-Isra’: 70)
When viewed from an organizational point of view, avoiding wrongdoing is also a manifestation of the release of employees in the wrongdoing behavior carried out by fellow colleagues or also from the behavior of leaders / employers.
As an employee must know the goals and responsibilities of the work done, have a good relationship with other employees, have high morale and work ethic and be able to carry out all the tasks of work with sincerity and peace of mind. In Islam a Muslim employee is obliged to take responsibility for duties and obligations, and motivate them to show optimal performance, and compete with one another in goodness. Thus, each individual Muslim has a burden of responsibility that must be shouldered. Allah the Exalted has said:
O you who have believed, do not violate the rites of Allah or [the sanctity of] the sacred month or [neglect the marking of] the sacrificial animals and garlanding [them] or [violate the safety of] those coming to the Sacred House seeking bounty from their Lord and [His] approval. But when you come out of ihram, then [you may] hunt. And do not let the hatred of a people for having obstructed you from al-Masjid al-Haram lead you to transgress. And cooperate in righteousness and piety, but do not cooperate in sin and aggression. And fear Allah ; indeed, Allah is severe in penalty (Q.Al-Ma'idah: 2).
Aside from the explanation above, the quality of work life is also shown by the existence of a good social life in an organizational environment and Islam also emphasizes the importance of this human relationship, however, Islam divides the
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concept of human relations into five aspects namely peace and peace in work life, the sense of belonging to the organization, the recognition of performance and providing appropriate corrective action for employees who have not been able to provide the best performance, the existence of confidence in the goals and responsibilities, and finally there is no act of wrongdoing in the organization.
RESEARCH METHODOLOGY
This preliminary study adopted surveys to 100 employees who are working in three hotels in Klang Valley, Malaysia. The number of employees selected were equal between male and female. Majority of them fell in the age range of 21 to 30 years old.
They were also selected from various position such as general managers, departmental managers and line employees. The description of the respondents is shown in Table 1.
Profile Item Total
Gender Male
Female
50 50
Age
20 years old and less 21-30 years old 31-40 years old 41 years old and over
12 64 18 6
Marital Status Married
Single
36 64
Monthly Income
RM1,000 and less RM1,000- RM3,000 RM3,001- RM10,000 RM10,001 and above
32 53 12 3
Education Level
Primary education Secondary education Certificates/Diploma University Graduate
7 23 47 23
Department
Front office Food and beverages Housekeeping Accounting Technical
Sales and Marketing Human Resources Others
33 20 17 7 4 7 5 7
Task
General Manager/Assistant Department Manager Chief
Line employee
11 12 9 68
Tenure in Organization
2 years and/or less 3-5 years 6-8 years 9 years and over
57 29 12 2
Tenure in Tourism Sector
2 years and/or less 3-5 years 6-8 years 9 years and over
64 27 6 3 Frequency Job Changes
2 times or less 3-5 times
6 times and/or over
72 25 3 Table 1: Demographic Information of the Respondents
The employees were asked to fulfill a questionnaire about the job satisfaction and work life quality in hotels they were working.
Based on the literatures, there are four factors that lead to quality of work life: (1) health and safety, (2) economics needs; (3) self-actualization and esteem needs; and (4) social, knowledge and aesthetic needs.
Seminar Tamadun, Etnik dan Turath Islami (i-STET) 2019 360 RESULTS AND CONCLUSION
For the quality of work life, in the category of health and safety needs, the employees chose the pleasant work environment as the most preferable factor. Environment that is surrounded with happiness and comfort may improve the health quality of employees. The result suits with the finding by Nafei (2015) that sees the impacts of psychological capital on the quality of work life. The finding thus reflects to the Islamic view on satisfying the employees with a conducive environment (Ibrahim 2006).
In terms of economic needs, fair pay is the most important factor to motivate the employees happily and sincerely to work in hotel industry. When the employees are being treated justly this may affect to positive work life quality among them as agreed by Seyed Mehdi (2010). Islam also already highlights the importance of fair pay and fair treatment to employees to assure they are not oppressed (Ishak Hj Abd Rahman & Jumaat Abd Moen 2004).
To fulfill the self-actualization and esteem needs, the jobs assigned to employees should match with the employees’
skills. Most employees chose this factor as the priority for them to enhance their work performance. When the job fulfills the employees’ needs, the quality of work life will be positively affected (Rastogi et al. 2018). The Islamic views from the context of Maslow theory of needs have been shown through the theory of knowledge of morals, manners and morals, as well as knowledge of organizational culture (Ridzuan Masri, Arman Ahmad, Razlina Abd Rani 2018).
Finally, cooperative employees are very important to fulfill the social, knowledge and aesthetic needs. A good cooperation among employees may influence the quality of work life when everyone understands the roles and responsibilities of jobs (Lee, 2015). This finding is very much related to what has been guided in Islam where a good humanitarian relationship is a crucial need in an organization (Ibrahim 2006).
Category Item Mean
Health and safety needs
Enough working space 3.7238
Good air quality 3.7705
Physically safe workspace 3.7694
Pleasant work environment 3.7803
Economic needs
Fair pay 3.4412
Time for social life 3.4099
Time for family life 3.3717
Self-actualization and esteem needs
Realized employee potential
3.5275
Job matches with employee skill 3.6091
Adequate decision-making power 3.4746
Fair appraisal policies 3.5205
Good reward system 3.4517
Appreciated at work 3.5800
Social, knowledge and aesthetic needs
Supportive supervisor
3.6453
Cooperative employees 3.7234
Good orientation 3.6464
Effective training system 3.6228
Opportunities for professional development 3.5981
Opportunities for developing professional skills 3.5800
Table 3: Work Life Quality among Employees in Hotel Industry
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In conclusion, quality of work life is an important aspect in retaining employees in hotel industry. To maintain highly- engaged and loyal employees, the hotel providers have to focus on satisfying the employees and providing a quality work life.
The employers’ fair treatment, working conditions and authority are seemed significant to them. Besides, the employees are also the real reflections of a service quality of a hotel. Therefore, there is a serious need for the providers to ensure the employees are happy and enjoy performing their jobs. The needs of quality of work life have been highlighted and emphasized in Islam. It is a responsibility for the hotel providers to play their roles in treating the employees fairly and in a good manner.
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