Abstract

In the vibrant hospitality industry, unresolved workplace grievances can significantly impair employee job performance, potentially compromising service quality and organizational success. This study investigates the effect of workplace grievances on employee job performance in Abuja Continental Hotel. Employing a quantitative research design, the study utilized a census technique to survey 267 non-managerial employees. A high response rate of 92% was achieved, providing a robust dataset for analysis. The research examined four variables of workplace grievances; miscommunication, overloaded work, aggressive supervisory behaviour and training gaps. Partial Least Square Structural Equation Modeling (PLS-SEM) was employed to analyze the data, offering insights into the complex relationships between these variables and employee job performance. Findings reveal that miscommunication, overloaded work, and training gaps significantly and positively affect employee job performance. However, aggressive supervisory behaviour did not show a significant effect on job performance in this context. Based on the findings, it is recommended that Abuja Continental Hotel implement a comprehensive workplace improvement programme. This programme should focus on enhancing communication channels, optimizing workload distribution, and developing a robust training curriculum to address the identified grievances and boost employee job performance.