Abstract:
The study examined the influence of job design on front-line employee's well-being in tourism and hospitality sector, using Africa Top Guide Tours as the case under investigation. Specifically, the study aimed at determining the influence of task characteristics, knowledge characteristics, social characteristics and lastly work context of job on front-line employee's well-being in tourism and hospitality sector. With 85 respondents, the study used a mixed research design that allowed the study to collect and analyses qualitative and quantitative data for causal-effect relationships and associations. Questionnaires and KI interviews were used as instruments for data collection, and content analysis, descriptive statistics and inferential statistics were used as the method for data analysis. Generally, the study found that the job autonomy (in allowing creativity in work, minimum supervision and methods to be used), task variety (doing different things and wider duties), job feedback (job to deliver information), the received interdependence of the job (once the job to be done depends to other job to be done) and interaction of job outside organization (job to involves a great deal of interaction with people outside of organization) have an influence on front-line employees well-being at Africa Top Guide Tours and the sector generally. Similarly, work context (the job to occur in a clean environment) has also an influence on front-line employee's well-being at Africa Top Guide Tours and the sector. Therefore, the study recommends for tourism stakeholders to redesign some jobs to accommodates employee's challenges associated with poor job design in the sector for the effective services delivery to the tourists.
