호텔의 업셀링 교육과 인센티브제도가 직원의 직무만족과 조직몰입에 미치는 영향

The Influence of Upselling Service Training and Hotel incentive system on Job Satisfaction and Organizational Commitment: Based on front desk associates from Five stars hotel in Seoul

The purpose of this study was to investigate the impacts of hotels's upselling training and incentive system on hotel associate's job satisfaction as well as organizational commitment. The analysis results showed that among the upselling training factors, improvement in upselling skills affected hotel associate’s job satisfaction. On the other hand, it was concluded that the other upselling training factors, including change in an attitude toward upselling and qualification of a training instructor affected associate’s organizational commitment. In addition, an incentive system not only had an impact on salary and promotion in the associate’s job satisfaction factors, but also positively influenced associate’s organizational commitment. Therefore, while a hotel needs to select an upselling training instructor with prudence, an instructor needs to maintain professional competence in hotel operations. In addition, training in charge person has to ensure that training is continuing to achieve goals of an enterprise. The incentive system should also be documented formally to implement incentive benefits for the associates with upselling performance. Lastly, it is suggested to expand a compliment or an award in a hotel so that front desk associates actively regards upselling as a personal objective.