The Quality of Work Life of Front-Office Employees with Sexual Diversity in the IHG International Hotel Chain, Bangkok
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Abstract
This research aims to: 1) examine the dimensions of quality of work life (QWL) among LGBTQ+ front-office employees, and 2) identify constraints hindering the improvement of their QWL. This qualitative study adopts a case study methodology, incorporating in-depth interviews with 22 participants, including LGBTQ+ front-office employees and human resource managers from IHG hotels in Bangkok. The findings reveal that: 1) The QWL model for LGBTQ+ front-office employees in IHG comprises eight key dimensions, as conceptualized by Walton (1975): 1.1) Adequate and fair compensation, 1.2) Safe and healthy working conditions, 1.3) Opportunities for competency development, 1.4) Career growth and job security, 1.5) Social integration and collaboration, 1.6) Workplace democracy, 1.7) Work-life balance, and 1.8) Social relevance and contribution; 2) Barriers to enhancing QWL are categorized into three main themes: 2.1) Unconscious bias and discrimination, 2.2) Gaps in organizational policy communication systems, and 2.3) Insufficiently comprehensive welfare design and provision.
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