Reward Systems and Performance of Employees in Hospitality Industry. A Case Study of Shangri-La Singapore


  • Chia Yam Rohim Nanyang Technological University
  • Chua Bing Fitriano Nanyang Technological University
  • Kheng Wee Jufrizen Nanyang Technological University



Reward systems are instrumental in driving employee performance across industries, providing a framework to motivate, recognize, and retain top talent. By offering a mix of financial incentives, recognition programs, and professional growth opportunities, organizations can create an environment where employees are motivated to excel and contribute their best efforts. Strategic deployment of reward systems not only enhances individual and team performance but also aligns employee goals with organizational objectives, fostering a culture of continuous improvement and achievement. In the vibrant landscape of the hospitality industry, employees serve as the heartbeat of exceptional guest experiences. This study exemplifies how a dedicated and empowered workforce can elevate service standards, showcasing the pivotal role that engaged employees play in shaping the hotel's renowned reputation for luxury and hospitality. The study used the descriptive research design. The target population was 200 employees of Shangri-La Singapore Hotel in Singapore.  The study did sampling of 160 respondents that were selected from the target population of 200 employees of Shangri-La Singapore Hotel in Singapore. Questionnaires were used to collect the data. The study concluded that employing a strategic blend of compensation, recognition, professional growth opportunities, and sustainability integration, Shangri-La has showcased the potential of these systems to cultivate a motivated, committed, and customer-focused workforce. This serves as a compelling testament to how adeptly tailored reward systems can not only elevate employee performance and job satisfaction but also significantly enhance the overall guest experience, solidifying the hotel's position as a beacon of excellence in the hospitality landscape. It was recommended that the hospitality industry can optimize its reward systems by implementing tailored recognition initiatives that encompass all staff levels, fostering a sense of unity and teamwork. Moreover, by weaving sustainability incentives into rewards, inspired by Shangri-La's commitment, hospitality establishments can harness employees' sense of purpose and environmental consciousness, thus creating a virtuous cycle of heightened performance and guest satisfaction.

Keywords: Reward systems, performance, employees, hospitality industry, Singapore

Author Biographies

Chia Yam Rohim, Nanyang Technological University

Nanyang Technological University

Chua Bing Fitriano , Nanyang Technological University

Nanyang Technological University

Kheng Wee Jufrizen, Nanyang Technological University

Nanyang Technological University


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How to Cite

Rohim, C. Y., Fitriano , C. B., & Jufrizen, K. W. (2023). Reward Systems and Performance of Employees in Hospitality Industry. A Case Study of Shangri-La Singapore. Journal of Human Resource & Leadership, 7(5), 12–22.