Understanding the workforce: the key to success in a youth hostel in Scotland

Purpose – The purpose of this article is to provide an insight into the importance of understanding the workforce as it affects and is affected by the internal and external environment; an essential element of effective business performance accomplishment. Design/methodology/approach – The study was conducted in a 148‐bed, four‐star hostel over a four‐week period using multiple data collection methods comprising written questionnaires, documentation collection and observation of assistants in the hostel. By using Herzberg's motivation/hygiene factors as the theoretical foundation, this piece of research investigated the factors involved in the motivation of hostel assistants. The findings were then used to interpret the results, enable comparison with previous studies in the field and provide insights into suggested courses of action. Findings – The findings suggest that the favourable environment, which enabled tasks to be carried out and made it possible for the accomplishment of business objectives, was due a balance between motivation and hygiene factors supported by understanding of the workforce. Practical implications – It is hoped that the findings provide the reader (managers, students and academics) awareness of the importance of a balanced work environment and help to improve practice in the context of budget accommodation where multi‐tasking is an essential requirement. Originality/value – This paper provides the reader with an overall view of modern hostelling while discussing, from a human resources perspective, the requirements for a more favourable working environment.