It is therefore imperative to identify the factors that impede staff retention in the industry and subsequently cause staff turnover. In addition, the working environment can be very stressful and overbearing to the staff who have to deal with satisfying the needs and wants of customers as well as dealing with uncertain working conditions. It is pointed out that the industry is a very complex one to steer due to its various sub-industries or sectors. This justifies the claim by Chalkiti and Sigala that there are a plethora of reasons leading to staff turnover in the hospitality industry. Other contributing factors could be narrowed down to employees’ expectations of the job, the discrepancy between the job and person, not enough coaching and feedback, minimal growth and career opportunities, stress from being overworked, poor working conditions and job status, whether the individual is fully employed, contracted or seasonally employed. wage, job satisfaction and organizational commitment). tenure, education, and gender) and thirdly, work-related factors (e.g. perception of both employment and unemployment rate, and presence of trade union), internal factors (e.g. Yazinski posits that staff turnover rate in the industry can be broadly divided into three groups external factors (e.g. It is posited that employee turnover in the hospitality industry is triggered by dissatisfaction, which includes relationships with supervisors, working conditions, work schedules, workload, job content, and salary and benefits. In fact, the turnover rate in the hospitality industry usually averages around 20 to 300 percent annually. Narkhede, advances the discourse by stating that staff turnover in the hospitality industry is having an effect on performance, productivity, and profitability. Ronra and Chaisawat postulate that turnover is one of the key issues in the world’s hospitality industry. It can in fact contribute to the loss of a company’s assets and resources. It has been well documented that the level of turnover or in other words the staff turnover rate usually has an impact on organizations. Zhang further explains that staff turnover refers to the number of persons who voluntarily or involuntarily leave an organization within a specific period. Staff turnover is defined as the number of workers who leave an organization and are replaced or rotated with new employees. However, the turnover of employees within this global economic activity is a concern. Tourism and in particular, the hospitality industry and sectors are centred on service and according to O’Cass and Sok, the employees who are the providers of the service are essential to the overall success of tourism. Tourism is one of the world’s largest and rapidly growing industries and the hospitality industry is a major segment of this global economy. The global economy in the 21st century is driven by three major industries technology, telecommunication and tourism. The findings of this study will be very useful in advancing the literature as well as informing hotel practitioners. The chapter concludes that it is important for hotel managers to establish an employee-centric environment with deliberate and effective workplace practices to retain employees. Push factors are dissatisfactions with the current job which cause employees to seek alternative employment and pull factors are the reasons that attract employees to a new workplace. From this review, the chapter identifies that these are both push and pull factors. Literature review was used as the methodology for ascertaining the factors that are contributing to staff turnover in hotels. In general, the sector is believed to be very stressful especially since the employees have to deal with satisfying the needs and wants of customers and uncertain working conditions. This sector of the hospitality and tourism economy was selected for the study as it is deemed to be very demanding and oftentimes overwhelming. Staff turnover rate usually affects an organization’s performance, productivity and profitability, and can contribute to the loss of assets and resources. The purpose of this chapter is to analyze the factors that are contributing to staff turnover in the hotel industry.
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