Best Practices in Improving Employee Retention and Engagement

The assignment content discusses various practices related to employee retention and engagement in the public sector, fast food industry, and hospitality sectors. It highlights the importance of training and development, benefits, recognition, attraction, and retention strategies. The articles also emphasize the role of leadership styles, job satisfaction, and turnover intentions in employee retention. Additionally, they provide insights into labor shortages, staff shortages, and talent retention during merger and acquisition integration.

Running Head: Contemporary Issues in Business
Contemporary Issues in Business: An analysis of work motivations and employee turnover in Hong
Kong

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Contemporary Issues in Business
Table of Contents
Abstract:.....................................................................................................................................3
Introduction:...............................................................................................................................4
Justification of the topic:........................................................................................................4
Aim and objective of the study:.............................................................................................5
Literature Review:......................................................................................................................6
The core element or Dependent Variable: Employee Turnover............................................6
The 1st Independent Variable influencing the DV: Shortage of skilled labor........................8
The 2nd Independent Variable influencing the DV: Lack of rewards & recognition...........10
The 3rd Independent Variable influencing the DV: Lack of effective training &
development.........................................................................................................................13
Summary of Literature Review:...........................................................................................15
Background of study – Industry, Company or Product:..........................................................15
Discussion and Managerial Implications:................................................................................16
Recommendations:...................................................................................................................18
Conclusion:..............................................................................................................................20
References:...............................................................................................................................22

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Contemporary Issues in Business
Abstract:
This report elucidates the need for employee motivation in the hospitality sector of Hong
Kong. It reflects the ways in which the employees are motivated in the hospitality industry
and the impact of such motivation on their turnover intentions. For the purpose of this
research, the JW Marriott Hotel Hong Kong has been chosen. The report contains an analysis
of the general factors responsible for lack of employee motivation in the hospitality sector of
Hong Kong and the resulting impact on the retention of the employees and staffs in this
industry. Through an evaluation of the current scenario of HRM practices within the chosen
hotel, encompassing the employee motivation and retention policies undertaken by the
management for motivating the workforce, it has been determined that there are some gaps in
the current strategies undertaken by the management of the hotel leading to a situation of lack
of employee motivation within the organization. This has led to an increasing turnover
intention of the staffs of the hotel and contributed to poor retention of the workforce in
respect of the hotel. Upon a comprehensive analysis, it was identified that the employee
turnover was being caused by three dominant issues, such as the lack of skilled workforce,
the absence of effective rewards and recognition policies and finally, a lack of effective
training and development of the employees and staffs working in the hotel. Therefore, some
recommendations have been offered to the management of the JW Marriott Hotel Hong Kong
so that they can undertake enhanced employee motivational strategies leading to better
retention and reduce turnover.

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Contemporary Issues in Business
Introduction:
The report has been prepared with the aim of identifying and justifying one of the
contemporary issues in business the issue which has been discussed. In this report, the issue
which has been discussed is related to work motivation and employee turnover in Hong
Kong. The Chosen organization is JW Marriott Hong Kong. The report has been prepared in
two major segments. One segment deals with the literature review which is consistent with
the issue of employee turnover and motivation in Hong Kong and the other second segment
deals with the intricate analysis of various literature to present the identification of best
practice with respect to the management of employee motivation and turnover issue in
business in any business.
Justification of the topic:
In any business, the aspects of employee retention and motivation are highly crucial and vital.
The employee retention and motivation are two major functions of the HRM (Adom, 2018).
It has been seen in every sector including hospitality sector employee retention and
motivation impacts the ultimate outcomes of the business. The business organizations which
are quite responsive towards employee motivation are found to be successful in retaining the
efficient and skilled employees (Allen M. , 2014) Hence, this is a relevant topic to undertake
research for determining the key aspects of employee motivation and turnover in the
hospitality sector of Hong Kong. It is expected that the study will help to shed light on some
of the new aspects of employee motivation and turnover in the hospitality industry of Hong
Kong, based on which the future strategies could be undertaken by the management of the
hotel organizations in the country for achieving better retention and reduced employee
turnover.

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Contemporary Issues in Business
Aim and objective of the study:
The aim of the study has been to identify the major factors that motivate the employees and
impact the turnover in the hospitality sector in Hong Kong. The hospitality sector in Hong
Kong is facing the issues of decreased employee satisfaction and enhanced turnover of the
employees. There are several reasons that are behind the lack of employee satisfaction and an
increase in the turnover intention of the employees. More specifically, the study seeks to
identify the major causes of lack of motivation of the employees and turnover intention in the
in the case of JW Marriott Hong Kong.
The objectives of the study are as follows:
 To identify some of the major factors influencing employee motivation within an
organization in the hospitality sector of Hong Kong
 To analyze some of the most potent issues that are responsible for the high turnover of
the employees in the hospitality sector of Hong Kong.
 To determine the current situation of employee motivation within the JW Marriott
hotel in Hong Kong
 To examine the current retention and turnover situation within the organization
 To evaluate some of the major factors responsible for employee dissatisfaction within
the organization.
 To offer valuable recommendations to the management of the hotel for improving the
current employee motivation and retention practices.

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Contemporary Issues in Business
Literature Review:
The core element or Dependent Variable: Employee Turnover
Definition of DV
Employee turnover or labor turnover refers to the rate at which an organization loses its
workforce. It denotes the length of time in which the employees tend to remain within the
organization or the rate at which they leave the organization. Employee turnover can be
measured from the perspective of an individual organization and also from that of the entire
industry. An organization having high employee turnover in comparison with its rivals
reflects that the average tenure of the employees working in that organization is lesser than
that of the rival companies operating in the same industry. High employee turnover is
considered to be a negative aspect from the perspective of the company and can harm the
reputation and future prospects of the organization. This is because if skilled and competent
workers tend to leave an organization frequently, then the workforce of the organization will
be depleted of skillful, qualified and talented employees and the organization will have to fill
those gaps with amateur employees. Therefore, high employee turnover is a negative prospect
for an employer and in such a situation, the management of the organization must undertake
quick strategic decision-making in order to determine the major causes of high turnover and
implement effective resolution strategies (What is Human Resource, 2019).
Role of DV
The employee turnover is an important factor to consider by the management of an
organization. Too much of turnover is the cause of some underlying factors such as the lack
of employee motivation within the workplace. This creates job dissatisfaction and induces
turnover intention within the employees of an organization. Some of the major causes of lack

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Contemporary Issues in Business
of motivation are ineffective HR policies such as rewards and recognition, compensation,
training, and development, etc. (Němečková, 2017). All these factors jointly contribute to
employee turnover in the hotel industry in Hong Kong as evident from this research study.
The employee turnover is the dependent variable that is influenced by the other indirect
variables contributing to the lack of employee motivation and thereby increasing the turnover
in the hospitality industry in Hong Kong. Hence, the dependent variable plays a major role in
contributing to the final outcomes of the research based on its relationship with the indirect
variables chosen in the study.
Theoretical Framework
The theoretical framework of the study reflects the relationship between the dependent
variable and the three independent variables determined in the study. The dependent variable
identified in this study is the employee turnover in the hotel industry of Hong Kong. It is
influenced by the three independent variables such as IV1- a shortage of skilled labor, IV2-
lack of rewards & recognition and IV3- lack of effective training and development. The
research has determined the impacts of these three independent variables on the dependent
variable to arrive at the major causes of high turnover in this sector.

DV- Employee turnover in the HK hotel industry
IV1- Shortage of skilled labor IV3- Lack of effective training & developmentIV2- Lack of rewards & recognition
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Contemporary Issues in Business
Determinants of DV
The dependent variable that is the employee turnover in the hotel industry of Hong Kong,
assumes a criterion depending on the impacts of the indirect variables that have been
identified to create an influence on the turnover of the employees in the hospitality sector of
Hong Kong. Hence, the value of the independent variables determines the value of the
dependent variable in this study.
The 1st Independent Variable influencing the DV: Shortage of skilled labor
Definition
In the opinion of Pettinger (2017), the labor shortage is the situation when the employers and
the business organizations struggle to fill the vacancies and suffers from the issue of
insufficient labors to be applying for the respective jobs. Labor shortages can take place in
geographical regions and in some of the occupations where special requirements in respect to
function or skills are needed. It is a seasonal aspect in case of some industries like the retail

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Contemporary Issues in Business
industry during any special occasions like Christmas or in the agricultural sector during the
harvest time. There can be several reasons for the shortage of labor. The geographical
shortage of labor takes place in any economy can take place because of certain factors like
high cost of living or inappropriate weather conditions which become unattractive to the
labor and workers resulting in an acute labor shortage. In case of any occupation, if any
special qualification or skill is needed it becomes difficult for the employers to fill the job
vacancies with the needful (Pettinger, 2017).
Role
According to Poulston (2017), the labor shortage plays an important role in case of the
service organizations as it affects the financial aspects of the business to a great extent. There
can be some jobs which are unattractive in nature like the service sector related jobs and
agricultural jobs where the employers suffer from negative social perceptions and
nonmonetary costs resulting in employee turnover and labor shortage. It has also been
observed that social prestige is also and other reason. Some jobs are perceived to be declining
social prestige or status of the workers and the employees find it difficult to fill the job
vacancies. In case of the public sector jobs where the compensations are structured by the
governments, due to some political reasons the compensation can get freeze for a certain
period. In such cases, the workers and employees do not get attracted and the sector suffers
from an acute labor shortage. It has also been found that the pay-scale of the employees in the
public sector is much lower than that of the private sector which again fails to attract workers
towards the sector (Poulston, 2017).
How IV influenced DV
According to Becker, Hyland, and Soosay (2013), the labor shortage is correlated with the
issue of employee turnover which in turn increases the costs and financial burdens of the

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Contemporary Issues in Business
business organizations. In the service sector, human resources are the most important
business resources and the organizations could suffer to a great extent if they have to
encounter the issue of employee turnover and labor shortage. The issue of labor shortage
instigates employers to attract more workers by offering them higher compensation. It puts
the additional financial burden to the business organizations to cope up with the issue of the
labor shortage. In the case of free markets, the professionals get higher salaries because of
their limited supply. The increasing payout is the only solution to handle the issue of the
labor shortage. Apart from compensation, there are some other factors which the employers
have to be responsive such as enhanced training and development programs increasing
motivational aspects of the employees and developing strategies to attract more employees.
In these cases, the business organizations need a huge amount to invest and the financial
burden of the business organizations get increased. The issue of employee turnover can be
handled and managed well with an increased supply of efficient employees. The issue of
shortage of employees can decrease the quality of the service deliverance and can affect the
service sector negatively. The shortage of employees impacts the service sector organizations
negatively as it puts huge financial burdens. The organizations try to attract the workforce by
increasing the compensation and payouts more than the industry standards. The employees
and service sector staffs are the pillars of the business organizations on which the ultimate
success depends. The hospitality sector firms should come up with certain strategies which
are highly suitable in attracting and retaining an efficient workforce in the sector. Employee
retention becomes an important aspect in the case of the service sector firms (Becker, Hyland,
& Soosay, 2013).
The 2nd Independent Variable influencing the DV: Lack of rewards &
recognition
Definition

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In the opinion of Harrison (2019), the concepts of the employee rewards and recognition are
two important aspects which form an essential part in the HRM policies and practices. The
employee reward system can be defined as the set of programs which are initiated by the
business organizations to motivate the employees on a group or individual level. On the other
hand, the concept of employee recognition program can be defined as the approach or
mechanism initiated by the business organizations to come up with a psychological as well as
financial reward and benefits to the employees. These two aspects hold significant positions
in designing human resource policies and in motivating workers and employees. These two
aspects help the organizations to attract and retain the best-suited human resources in the
industrial sectors. The service sector also needs to be responsive to these two aspects
(Harrison, 2019).
Role
In the view of Brown (2019), rewards and recognition improve the motivational aspects of
the employees in any industry. The employees are required to be retained for a long-term. In
retaining the employees, rewards and recognition program contribute to a great extent. It has
been observed that employees who are highly motivated by their organizations are more
productive and their performance levels are quite desirable. The organizations in the service
industry suffer from employee turnover because of the lack of rewards and recognition
provided to the employees (Parvin & Kabir, 2011). The contributions of the employees and
the staffs are highly responsible for achieving expected outcomes and overall success of the
business (Adom, The role of commission-based pay on employee retention in the Ghanaian
banking industry: The case of GCB Bank Limited., 2018). It is quite significant that the
employees get appropriate recognition and rewards for their contributions towards improving

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business outcomes. In the competitive edge, it is very important that efficient employees are
retained and get motivated (Brown, 2019).
How IV influenced DV
According to Walsh (2015), employee retention is an important aspect in case of any
industry. The service industry has been observed to be suffering from the issue of increased
rate of employee turnover in the last few years. One of the significant reasons behind the
issue is lack of employee motivation and rewards and recognition of the contributions of the
employees. The issue of employee turnover is a costly affair for any business organization.
The employees develop a commitment to their organizations if they perceive equity and
fairness in the strategies and policies of the organizations towards them. The business
organizations need to recognize the skills, knowledge, and contributions of the employees
either on the group or individual level (Cross, 2017). The rewards and recognition increase
intrinsic motivation of the employees. In the case of large or medium business organizations,
it has been observed that motivation helps in lowering business costs. It is very important for
the service sector firms to separate the monetary compensation or merit-based pay system
from that of the reward system. The financial rewards which are paid to the employees on
regular bases such as profit sharing or bonuses are needed to be tied to the accomplishments
of the employees (Ameliya & Febriansyah, 2017). The managers should be more responsive
towards ensuring efficient rewards and recognition programs so as to encourage the
employees to contribute towards their jobs effectively (Narkhede, 2014). The employee
retention depends on the level of motivation which the employees get from their employers.
In order to enhance search motivation rewards and recognition should be included in the HR
policies. It is very important to determine appropriate rewards and communicate the same to
the employees in an effective manner. The employee turnover can be diminished if the

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business organization become able to design and implement appropriate strategies for
employee retention and rewards and recognition (Walsh, 2015).
The 3rd Independent Variable influencing the DV: Lack of effective training
& development
Definition
In the opinion of Noe (2016), the Training and development is actually an educational
program which involves concepts sharpening of employees’ skills, changing of behavior and
attitudes of the employees and obtaining ample knowledge so as to increase the employee
performances. In some cases, the training and development are also known as “human
resource development” or “learning and development” and in some other cases it is known as
“human capital development”. It is the responsibility of the human resource management to
come up with suitable training and development strategies to ensure effective job
performance of the employees on individual and group levels within the organizational
settings (Lam, Lo, & Chan, 2002). The training helps in facilitating employees with more
educational opportunities and development programs help in developing the skills and
knowledge full of the employees. Both these develop the employees and make them more
matching and suitable for the highly competitive business environment (Noe, 2016).
Role
According to Frost (2017), the training and development are two important aspects which
increase employee motivation and skills and knowledge pool. In any organization, the role of
training and development is quite crucial. It not only helps in developing required skills and
competencies levels in the employees but also makes them confident with which they can
perform their jobs more effectively. It was being observed that in case of service sector

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organizations, the training and development increases the productivity and performance level
of the employees and helps the business organizations to achieve competitive advantage
(Allen, 2014). The employees need to acquire specific skills to overcome the industrial
challenges. The changes in the technological resources also instate the need for ample
facilitation of knowledge and learning processes. Hence, it can be said that in retaining
employees for a long term training and development has to be there in the HR strategies and
policies (Frost, 2017).
How IV influenced DV
According to Qureshi (2016), training and development is directly related to the aspect of the
employee or worker retention. The employees could be developed as competent and valuable
human resources if they are provided with suitable facilitation of skills and knowledge. In
case of the service sector like that of the hospitality sector, the employees need to be
acquainted with ample training and development programs so that they could become able to
cater the customers in an effective way. The shortage of labor is related to training and
development. It has been observed that human resource development and career planning
opportunities attract the employees and labor to the hospitality sector (Abujaber &
Katsioloudes, 2015). The sector suffers from an increased rate of employee turnover because
of inadequate measures towards training and development (Carter, 2018). Hence, it could be
said that the service sector needs to be more responsive towards training and development so
that the skilled workforce could be attracted and retained. Training and development
programs are very crucial for any industry (Zhanga, Ahammada, & Tarba, 2014). In many
sectors, the issue of employee turnover gets increased because of inadequate training and
development facilities and programs. The human resource management should consider the
changing business environment and needs of training (Russel, et al., 2018). The need

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assessment is very important. The training and development programs and strategies should
include the strategic objectives and goals of the business. On the basis of the requirements of
the business, the employees should be facilitated with suitable training and development
programs. The service sector organizations need to be more responsive towards improving
their strategies of training and development so that they can provide their employees with an
open forum where suitable knowledge and skills can be facilitated and administered.
Employee motivation is also related to the aspect of training and development which in turn
increases employee retention and eliminates the issue of employee turnover (QURESHI,
2016).
Summary of Literature Review:
From the analysis of different relevant literature and resources, it can be said that employee
retention depends on the factors like an ample supply of labor, training and development
programs, and rewards and recognition initiatives. The employers in the service sector should
be more responsive to these factors. Employee motivation is an essential factor, which
improves productivity and performance levels of the employees and instigates organizational
commitment and retention intentions. Hence, in the hospitality sector, the organizations
should come up with needful strategies towards increasing employee retention and reducing
the rate of employee turnover so as to achieve competitive advantages.
Background of study – Industry, Company or Product:
This study elucidates the contemporary situation in the hospitality sector of Hong Kong. The
hotel industry is one of the most developing and booming sectors of the economy of the
country. With the growth and development of the economy and increase in the purchasing
power and disposable income of the people in the developed and emerging nations, the
condition of the hotel industry in Hong Kong is looking to be prospective in the years to

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come. According to a report by the JLL Hotels and Hospitality Group, Hong Kong was the
fastest emerging hotel market in Asia in the year 2018. Some of the major reasons for the
huge development of the sector are the rising demand from the visitors and the globalization
era that has led to many tourists visiting the country for different purposes. However, there
are certain issues with the high turnover in the sector which is a concerning factor for the
economy and must be resolved in order to make the hotel industry one of the most developing
and promising sectors of the economy in Hong Kong (Marketing Interactive, 2019).
The company that has been chosen for this study is the JW Marriott Hotel in Hong Kong. It
was established in the year 1989 in the Pacific Place Complex. The hotel is situated in the
Admiralty region of Hong Kong. The hotel is considered to be the first ever Asian and
flagship hotel of the Marriott Group of hotels. It is one of the most reputed luxury hotels, not
only in Hong Kong but also around the world. Currently, there are 581 rooms, 27 , and 8
restaurants in the JW Marriott Hong Kong. The brand is offering high quality of services to
the customers and is considered to be one of the most trusted hotels in the country (Marriott
International, Inc., 2019).
Discussion and Managerial Implications:
The organizations in the hospitality sector need to come up with family-friendly policies
taking care of the welfare and wellbeing of the employees. The sense of caring has been
found to have been introduced by the management of JW Marriott Hong Kong, where the
employees who have been working for more than 30 years have identified that they are being
provided with opportunities to grow, to care for their family, and to care for their personal life
along with their professional life. This policy has made its employees highly satisfied and
committed towards their organizations (Crosby, 2014). The effectiveness of the strategies has
a direct connection with employee motivation. The organization has also found to have

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provided awards for enhanced commitment towards engagement. The company has also been
responsive towards the work-life balance of the employees and this has resulted in positive
outcomes where the employees have been highly satisfied with the work culture and the HR
policies of the organization (Cross, 2017). But due to some reasons in the last few years, the
issue of employee turnover has been found to have increased. The employees suffer from
lack of motivation and they do not get the encouragement towards development and long-
term growth responsibilities, leadership and accountability. There have been issues with open
interaction between the executive and the bottom line employees. The feedback policy of the
organization has been found to be producing ineffective results. The employees become
dissatisfied when they were not informed about any vital decision taken by the senior
management personnel which affects their performance (Mutsuddi, 2016). There have been
issues with an inefficient system providing suggestions and feedback to the employees
regarding their performance. The issue of employee turnover gets increased if the
organizations do not pay attention to the sharing of rewards with every member of the
organization. This approach helps the employees to remain highly motivated but the issues of
employee turnover need to be identified and analyzed. The management can conduct an
internal audit to identify the basic factors which contribute towards enhanced employee
turnover (Kossivi, Xu, & Kalgora, 2016).
The managers working in the various hotels in Hong Kong should understand the importance
of attracting and retaining the employees and staffs working in the hotels. This is because the
hospitality industry in Hong Kong is one of the fastest developing sectors where there is a
high level of competition among the several international and domestic hotel brands. All
these brands are competing with each other to gain a competitive advantage in the market and
to attract and retain customers to their own businesses (Hutchings & Cieri, 2011 ). Therefore,
it should be the lookout of the management of the hotels to have a pool of talented, skillful,

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competitive and qualified professionals that can offer the best possible hospitality services to
the customers. In order to achieve the highest possible quality of services and commitment to
the customers, it is essential for the hotel organizations to be able to motivate their employees
adequately. This is because employee motivation is the basis of job satisfaction and hence,
the managers should undertake a considerate and empathetic approach towards their
employees so that they are adequately motivated to work within the organization. The human
resource department of the hotels should be inclined to take care of the demands and
preferences of the employees so that they remain motivated within the workplace. Hence, the
HR department should develop employee-focused strategies by considering the employees to
be one of the most important stakeholders of the business. This motivation can be achieved
through implementation of more effective strategies in the domains of training and
development, rewards and recognition and recruiting skillful and qualified workers in the
workforce that can be effectively trained to offer the highest quality of professional services
to the clients in the Hong Kong hotel industry. A similar approach should be undertaken by
the managers of the JW Marriott Hotel in Hong Kong in order to motivate their staffs and
employees adequately in order to decrease their turnover intentions (Beer, Tims, & Bakker,
2016).
Recommendations:
The recommendations that are offered to JW Marriott Hong Kong are as follows:
 The management of the hotel should implement prudent and effective recruitment and
selection strategies in order to ensure that only the best qualified and capable
candidates are selected for the several job positions within the hotel. This is essential
to assure that the investment behind the human resource is justified and fruitful results

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will be received by the hotel through the high quality of customer service leading to
increased customer satisfaction.
 There should be effective training and development of the hotel staffs and employees
working at every level of the organization, including the managers of the hotel. This
will ensure that all the employees are adequately equipped with the required level of
knowledge and professionalism to offer the best possible quality of services to the
customers.
 There should be more lucrative rewards and recognition policies for the employees in
the forms of fair and ethical salary, bonus, incentive, etc. that are paid on an equitable
basis to all the employees irrespective of their cultural or ethnic backgrounds. The
managers should acknowledge the good performances of their employees and reward
and motivate them.
 The management should come up with meaningful customer service values by
aligning the corporate strategies with the individual roles of the employees. This will
enhance the employee engagement and it will prove to be one of the powerful tools of
management.
 The organization can also increase employee empowerment in order to keep them
satisfied and motivated. If needed, the organization can also initiate effective
structural transformation on the ground of magnitude, scale, duration, and strategic
importance. These changes will help the hotel to regain its benefits from the
transformation which should be initiated at the employee level.
 The managers of the hotel should also lead the employees by example and inspire
them and provide them with ample support and strength. The managers should
embrace new approaches and play the role of the mentor and guide. The employees
should get motivated by their managers and leaders.

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 Another important practice should be improved communication. The organization
should focus on improving the communication of the important information and
messages within the organization. The employees should be explained the reasons
behind the necessary changes to be implemented by the management of the
organization.
 The involvement of the employees from every level will increase employee
engagement and motivation within the employees. It can be said that these practices
will definitely help the hotel to eradicate the issue of employee turnover and to retain
its efficient employees.
Conclusion:
In conclusion, it is evident from the study that there has been an issue regarding employee
retention and motivation in the hotel industry of Hong Kong. It has been revealed from that
the hospitality sector is one of the most booming sectors of the Hong Kong economy and it is
expanding at an unprecedented pace. This is because, of the changes in the tastes and
preferences of the domestic and global consumers in the hotel industry. Nowadays, the
people belonging to the upper middle class and the affluent classes have substantial
purchasing power and they have also increased their desire to travel to foreign nations for
holiday or business purposes. This is one of the major reasons for the huge growth and
development of the hotel industry in Hong Kong. But along with the growth of the sector,
some issues related to employee dissatisfaction and high turnover have also surfaced. A
similar scenario was observed in the case of JW Marriott Hotel Hong Kong. The rate of
employee turnover has been found to be higher in the last few years. It is important to figure
out the major reasons contributing to enhanced employee turnover in the hospitality sector.
JW Marriott Hong Kong is one of the reputed hotels on the international platform. The

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achievement of customer satisfaction profitability and business success depends largely on
the contributions of skilled and competent employees. Employee motivation is another
important aspect which is directly related to employee retention intentions. The motivated
employees are found to be highly responsive and committed to their organizations and they
contribute their best performances and productivity when they are being motivated by their
organizations.
There are many factors which contribute to enhanced employee turnover such as inefficient
working condition, lack of motivation, inefficient training and development programs, unfair
compensation, longer working hours, and employee dissatisfaction. These factors are major
drivers of employee job dissatisfaction. Every employee needs an efficient and healthy
working environment where they can effectively perform and contribute to their job roles.
The hospitality sector is an important service sector where the employee contributions are
highly resourceful and important to retain the customers. In this sector, the customers come in
direct contact with the employees and develop their loyalty and trust on the particular brand
depending on the services they get from the employees. But in the case of JW Marriott Hong
Kong, the issue of employee turnover has affected the customer satisfaction level also.
Hence, the management needs to undertake prudent strategies to ensure there is an enhanced
level of motivation that leads to job satisfaction and in turn higher retention of the employees
of the hotel. There needs to be an overall development in the management strategies of the
hospitality sector organizations in Hong Kong such that they are able to understand the
demands of the employees and implement employee-friendly strategies that increase the
motivation and thereby reduce the turnover intention of the employees in this sector.

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