Empowerment in hospitality industry in Stavanger: Employers’ implementation techniques

Abstract

Following thesis using descriptive research and qualitative method checks what are empowerment techniques of chosen four managers from service organizations in hospitality industry in Stavanger (Norway). Four in depth interviews were conducted to get as much profoundly insight into this issue as possible. Perception of empowerment as important part of new Human Recourses managing ideas. The purpose of the study is to answer the question how leaders in Stavanger are implementing empowerment in their daily routines towards employees and if it creates any positive customer orientation in employees’ attitude. Findings present that managers are aware of importance of empowerment. They are aware of various techniques and they use them in daily work life. All of the interviewed managers stated that trainings and communication process is the most important techniques of implementing empowerment. The study shows that delegating authority makes employees feel more important and they trust more their employers.