Abstract

This study examined employee attitudes toward promotion opportunities in the hospitality industry, focusing on fairness, age, position, and perceptions of Generation Z workers. The objective was to understand how these factors influence satisfaction with promotion processes. A mixed-methods approach was employed, with data collected from 250 hospitality professionals enrolled in a Management Development Program in Nairobi. Participants were selected from randomly chosen 3- to 5-star hotels. The study was grounded in Equity Theory and Psychological Contract Theory. Quantitative data were analysed using SPSS version 26, while qualitative data underwent thematic analysis. The findings revealed no significant association between job position and satisfaction with promotion practices (χ² = 6.95, df = 3, p = 0.0734). However, age had a notable effect satisfaction increased with age, whereas younger professionals (25–40 years) reported the highest levels of dissatisfaction and uncertainty. This suggests a generational gap in expectations, likely driven by younger employees’ desire for faster career growth and a lack of clarity regarding promotion pathways. The study recommends implementing transparent, merit-based promotion criteria, strengthening mentorship and career development initiatives for younger staff, addressing generational biases, and conducting regular assessments of employee satisfaction. These measures can enhance trust, motivation, and retention within the hospitality workforce.

Key words: Perception, promotion, opportunities, hospitality, Gen Z.