The issue of employee turnover is one that is experienced across the board, regardless of the industry. The hospitality industry is one of the leading sectors when it comes to attrition rates, with some studies even putting the rates at levels as high as 50%. Hawaii’s hotel industry is no different, a statistic that is as harmful to the industry as it is shocking. Due to both the tangible and intangible costs that come about as a result of employee turnover, a number of hotels really try to improve on employee satisfaction, in an attempt to retain their employees, as low turnover rates translate to greater customer satisfaction and profits.
Mehta argues that this problem usually arises due to differences in employee aspirations and organizational objectives; although it is clear that in a customer service oriented industry, employee turnover presents a great challenge. Perhaps the seriousness of this problem is best captured by (Senior Vice President Customer Quality and Performance Hilton Hotels) Jim Hartigan’s assertion, that the human resource is the one thing that separates one hotel from the other in terms of uniqueness, due to its ability to provide genuine and personal services. A loss of this personal touch therefore as already mentioned, results in not only losses that are tangible, but also some that are not possible to evaluate holistically.
A number of solutions have thus been put forward to help arrest this unhealthy situation, but for the moment, perhaps a more practical solution, such as the use of an excel spreadsheet would best serve the more immediate purpose of helping identify the root cause of the problem, as well as the best approach to take in an attempt to solve the problem.
Curt Barry, a multichannel operations and fulfillment consulting firm with expertise in systems, warehouse Retrieved from http://www.fcbco.com (2012)
Thomas, Narcissism. Behind the Mask (2010)