Employee engagement and its role in enhancing service quality: A case study of Hyatt regency Trivandrum

The study titled “Employee Engagement and Its Role in Enhancing Service Quality: A Case Study of Hyatt Regency Trivandrum” explores the vital relationship between employee engagement and the delivery of superior service quality within the hospitality industry. In today’s competitive hotel sector, engaged employees play a pivotal role in shaping guest experiences and ensuring consistent service excellence.This research aims to assess how engagement practices—such as motivation, recognition, communication, and training—contribute to improved service performance and customer satisfaction at Hyatt Regency Trivandrum. Using both primary and secondary data, the study examines employee perceptions, engagement levels, and their direct impact on service quality dimensions like reliability, responsiveness, assurance, empathy, and tangibility.Findings indicate a strong positive correlation between employee engagement and guest satisfaction, highlighting that motivated and emotionally committed employees deliver higher quality service. The study concludes by emphasizing the need for continuous engagement initiatives, leadership support, and a culture of recognition to sustain high service standards and organizational success in the hospitality industry.