Employment turnover from the perspective of managers in 5 Star Hotels in Tehran : Front Desk

Abstract

The hospitality and tourism industry is a progressively important part of the all countries because of its effect on economy. One of the important factors regarding this industry is the importance of employees’ impact on service quality, raising income and satisfying guests. Also this industry is known for its high rate of turnover. In hotels guests interact directly with hotel staff and usually it starts from reservation and front desk departments, so that the front office personnel play an important role of making the first picture of hotel in guests' mind. The purpose of this study is to find the factors, which lead an employee to make a decision of leaving a hotel front desk. The data in this study is collected in qualitative format, using semi-structured interviews to gather information. Since the purpose of this study is to understand managers’ point of view, all the interviews were taken from managers. General managers, human resource managers and front desk managers were selected from all 5 star hotels in Tehran to be interviewed. The finding of this thesis indicates that all eight presented factors in frame of reference are true in 5 star hotels in Tehran. Also there are other indicators such as marriage, different work shift schedule, not having related academic background, immigration and starting family business.Validerat; 20160607 (marikav)</p