Social Wellness Programs and Operational Staff Performance in Three-to-Five-Star Hotels in Nairobi City County
DOI:
https://doi.org/10.53819/81018102t2533Abstract
This study investigated the contribution of social wellness programs to the performance of operations staff in three to five star hotels in Nairobi City County. Using a mixed methods approach, data were collected from 364 respondents through structured questionnaires and interviews with head chefs and restaurant managers. Quantitative findings revealed that 171 respondents (47.0 percent) reported access to social activities, 134 (36.8 percent) had mental health support, and only 17 (4.7 percent) indicated no wellness initiatives. Access frequency was largely irregular, with 176 respondents (48.4 percent) reporting occasional availability, while only 38 (10.4 percent) experienced continuous access. Gender and age cross tabulations demonstrated disparities, with females reporting higher consistent access (17.1 percent always) compared to males (6.6 percent always) and younger employees showing more frequent participation. Perceived effectiveness was strongly positive, with stress reduction rated at M = 1.62, emotional support at M = 1.77, and ability to handle workplace challenges at M = 1.78. Qualitative evidence confirmed improvements in teamwork, morale, and communication. Guided by Social Exchange Theory and the Job Demands Resources Theory, the study establishes that wellness programs act as essential organizational resources that enhance emotional resilience and performance. The study recommends institutionalizing structured, inclusive, and consistently implemented social wellness programs to strengthen staff well-being and improve service delivery outcomes in the hospitality sector.
Keywords: Social Wellness Programs, Employee Performance, Hospitality Industry, Operations Staff, Workplace Well-Being, Three to Five Star Hotels, Social Exchange Theory, Stress Reduction, Employee Engagement
References
Abebe, A., & Assemie, A. (2023). Quality of work life and organizational commitment of the academic staff in Ethiopian universities. Heliyon, 9(4), e15560. https://doi.org/10.1016/j.heliyon.2023.e15560
Adams, J., Khan, H. T., & Raeside, R. (2014). Research methods for business and social science students (2nd ed.). SAGE.
Ariza-Montes, A., Hernández-Perlines, F., Han, H., & Law, R. (2019). Human dimension of the hospitality industry: Working conditions and psychological well-being among European servers. Journal of Hospitality and Tourism Management, 41, 138–147. https://doi.org/10.1016/j.jhtm.2019.10.013
Bakker, A. B., & De Vries, J. D. (2020). Job Demands Resources theory and self regulation: New explanations and remedies for job burnout. Anxiety, Stress, and Coping, 34(1), 1–21. https://doi.org/10.1080/10615806.2020.1797695
Bakker, A. B., Demerouti, E., & Sanz-Vergel, A. (2023). Job Demands Resources theory: Ten years later. Annual Review of Organizational Psychology and Organizational Behavior, 10(1), 25–53. https://doi.org/10.1146/annurev-orgpsych-120920-053933
Berman, E. A. (2017). An exploratory sequential mixed methods approach to understanding researchers’ data management practices at UVM: Integrated findings to develop research data services. Journal of eScience Librarianship, 6(1), e1104. https://doi.org/10.7191/jeslib.2017.1104
Berry, L. L., Mirabito, A. M., & Baun, W. B. (2020). What’s the hard return on employee wellness programs? Harvard Business Review, 88(12), 104–112, 142. https://www.blumantra.com/wp-content/uploads/2015/09/HBR-ROI.pdf
Braun, V., & Clarke, V. (2006). Using thematic analysis in psychology. Qualitative Research in Psychology, 3(2), 77–101.
Braun, V., & Clarke, V. (2021). Thematic analysis: A practical guide. SAGE Publications.
Campbell, S., Greenwood, M., Prior, S., Shearer, T., Walkem, K., Young, S., Bywaters, D., & Walker, K. (2020). Purposive sampling: Complex or simple? Research case examples. Journal of Research in Nursing, 25(8), 652–661. https://doi.org/10.1177/1744987120927206
Creswell, J. W., & Creswell, J. D. (2018). Research designs: Qualitative, quantitative, and mixed methods approaches. SAGE Publications.
Department of Public Service and Administration. (2016). Employee health and wellness strategic framework for the public service.
Dogru, T., McGinley, S., Line, N. D., & Szende, P. (2023). Does employee well-being impact hotel performance? International Journal of Hospitality Management, 112, 103501. https://doi.org/10.1016/j.ijhm.2022.103501
Dubey, U. K., & Kothari, D. P. (2022). Questionnaire. In Research methodology (pp. 111–127). https://doi.org/10.1201/9781315167138-9
Ganu, D., Ganu, J., & Nyaranga, C. K. (2017). The implementation of workplace wellness program and its impact on employee work productivity: The case of Safaricom Company Ltd. ResearchGate. https://www.researchgate.net/publication/356494038
Ghani, B., Zada, M., Memon, K. R., Ullah, R., Khattak, A., Han, H., Ariza-Montes, A., & Araya-Castillo, L. (2022). Challenges and strategies for employee retention in the hospitality industry: A review. Sustainability, 14(5), 2885. https://doi.org/10.3390/su14052885
Gogo, S., & Musonda, I. (2022). The use of the exploratory sequential approach in mixed-method research: A case of contextual top leadership interventions in construction H&S. International Journal of Environmental Research and Public Health, 19(12), 7276. https://doi.org/10.3390/ijerph19127276
Guest, G., Bunce, A., & Johnson, L. (2006). How many interviews are enough? An experiment with data saturation and variability. Field Methods, 18(1), 59–82. https://doi.org/10.1177/1525822X05279903
Jawaad, M., Amir, A., Bashir, A., & Hasan, T. (2019). Human resource practices and organizational commitment: The mediating role of job satisfaction in emerging economy. Cogent Business & Management, 6(1). https://doi.org/10.1080/23311975.2019.1608668
Kim, M., & Jang, J. (2022). The effect of physical environment of the employee break room on psychological well-being through work engagement in the hospitality industry. Journal of Human Resources in Hospitality & Tourism, 21(2), 175–196. https://doi.org/10.1080/15332845.2022.2031606
Kothari, C. R. (2014). Research methodology: Methods and techniques. New Age International.
McGregor, S. L. (2017). Understanding and evaluating research: A critical guide. SAGE Publications.
Mefteh, K. Y., Mulugeta, G. M., & Teshome, W. L. (2022). The lived experience of waitresses in hospitality sector: A phenomenological study on work related abuse and its coping mechanisms among selected waitresses in hospitality sector in Bahirdar City, Northwestern Ethiopia. The Qualitative Report, 27(6).
Moshi, Z. N. (2010). The impact of motivation on job performance in the hotel industry, Tanzania: Case study of Hotel Sea Cliff, Kinondoni District, Dar-es-Salaam.
Mugenda, O., & Mugenda, A. (2003). Research methods: Quantitative and qualitative approaches. Africa Center for Technology Studies.
Ozturk, O., & Kavlak, K. B. (2019). Statistical inference using stratified ranked set samples from finite populations. In Ranked set sampling (pp. 157–170). Academic Press.
Palinkas, L. A., Horwitz, S. M., Green, C. A., Wisdom, J. P., Duan, N., & Hoagwood, K. (2015). Purposeful sampling for qualitative data collection and analysis in mixed method implementation research. Administration and Policy in Mental Health, 42(5), 533–544. https://doi.org/10.1007/s10488-013-0528-y
Randynata, H. B. K., & Wijoyo, T. A. (2024). The role of waiters and waitresses in supporting front office performance: A case study in five-star hotels. International Journal of Integrative Sciences, 3(7), 663–674.
Richemond, D. J., & Needham, C. (2020). The impact of wellness programs on employee job satisfaction in colleges and universities. Open Journal of Business and Management, 8(2), 569–599. https://doi.org/10.4236/ojbm.2020.82035
Saah, F. I., Amu, H., & Kissah-Korsah, K. (2021). Prevalence and predictors of work-related depression, anxiety, and stress among waiters: A cross-sectional study in upscale restaurants. PLOS ONE, 16(4), e0249597. https://doi.org/10.1371/journal.pone.0249597
Sánchez-Rodríguez, C., Bulilete, O., Chela-Alvarez, X., Velasco-Roldán, O., & Llobera-Canaves, J. (2022). Chronic pain and work conditions of hotel housekeepers: A descriptive study. International Journal of Environmental Research and Public Health, 19(6), 3383. https://doi.org/10.3390/ijerph19063383
Saunders, M. N., Lewis, P., & Thornhill, A. (2016). Research methods for business students. Pearson Education Limited.
Tourism Regulatory Authority. (2020). Classified tourism enterprises: Classification register. https://www.tourismauthority.go.ke/index.php/resource-centre/downloads/category/12-classified-tourism-enterprises
Wanjohi, C. M., Maranga, V., & Kivuva, A. (2022). Influence of career development on employee retention in 3–5 stars rated hotels in Nairobi City County, Kenya. Journal of Hospitality and Tourism Management, 5(2), 72–85. https://doi.org/10.53819/81018102t5144
