Impact of COVID-19 on Employee Retention in Hospitality Industry

This research paper analyzes the impact of COVID-19 on employee retention in the hospitality industry. It includes factors affecting employee retention, challenges faced by the industry, and effective recommendations. The study uses qualitative and quantitative research methods and is original work.

RESEARCH PROJECT
(ANALYZE THE IMPACT OF COVID 19 ON
EMPLOYEE RETENTION IN THE
HOSPITALITY INDUSTRY)

ABSTRACT
Purpose: The main purpose of doing the present study is to carry out the impact of global
pandemic COVID-19 over retention of employees within hospitality industry. It also includes
various factors that play major role in the process of retaining employees.
Methodology: The current investigation has used qualitative as well as quantitative
research methods for accumulating appropriate piece of information. It has also used primary as
well as secondary source to collect information.
Findings: The main findings of the study is that majority of respondents believe that
employee retention is very important within hospitality industry because they are the assets to
carry out operations and activities of the entity.
Originality: This study is original work because it has conducted primary research for
supporting the information collected through secondary sources.
Key words: COVID-19, Employee retention etc.

ACKNOWLEDGMENT
I am grateful that I was capable enough to put efforts in this research project. But it was
not possible for me to conduct this research project without the kind support and assistance of
many people. I would like to show my sincere gratitude to my professor, supervisor, family and
friends.
It was my great privilege and honour that I conducted investigation on the impact of
global pandemic over employee retention within hospitality industry. I am highly thankful to my
professor and supervisor for their constant support and guidance. They have provided their
precious time in giving essential information in relation to the research project. My supervisor
has shared their vast knowledge and experience so that I can complete my investigation in an
effective and efficient manner.
I would like to show my gratitude to my family and friends because they have provided
their kind support, cooperation, empowerment and encouragement. All these have assisted me in
completing the whole investigation.

Contents
ABSTRACT.....................................................................................................................................2
ACKNOWLEDGMENT..................................................................................................................3
1. INTRODUCTION.......................................................................................................................5
Background of the topic..............................................................................................................5
Research aim, objectives and questions......................................................................................5
Rationale of the research.............................................................................................................6
Significance of the research........................................................................................................6
Structure of the research..............................................................................................................7
2. LITERATURE REVIEW............................................................................................................8
How Covid-19 has affected employee retention in the hospitality industry?.............................8
What were the challenges of this industry during the pandemic time?.....................................10
What are the effective recommendations for employee retention in the hospitality industry?.12
3. METHODOLOGY....................................................................................................................15
4. FINDINGS AND ANALYSIS..................................................................................................18
Discussion on the basis of primary information.......................................................................18
Frequency Distribution Table...................................................................................................18
Data Interpretation....................................................................................................................20
Discussion on the basis of secondary information....................................................................25
Covid-19 has affected employee retention in the hospitality industry......................................25
Challenges of this industry during the pandemic time..............................................................26
5. CONCLUSION AND RECOMMENDATIONS......................................................................29
REFERENCES..............................................................................................................................31
APPENDIX....................................................................................................................................34
Questionnaire............................................................................................................................34

1. INTRODUCTION
Background of the topic
The outbreak of global pandemic COVID-19 has impacted the performance of every
organisation and company (Bajrami and et. al., 2021). Hospitality industry is the industry that
has majorly affected with the outbreak of global pandemic. It is being determined that 50 million
employees have lost their job especially working and operating within hospitality industry. It is
being analysed that the ratio of employee retention was very down during the outbreak of global
pandemic COVID-19 because people were afraid of working due to coronavirus disease (Salem
and et. al., 2021). Many people have suffered during COVID-19 because Government has
imposed restriction of lockdown which directly put ban on movement of the people from one
place to another. It has also recorded that hospitality industry has cut their workforce's strength
so that they gatherings could be avoided in the workplace (Yu, Seo and Hyun, 2021).
Research aim, objectives and questions
Research Aim
The principal aim of this research paper is to find out the factors which can mitigate
employee retention in the hospitality industry.
Research Objectives
The major objectives of the existing study are:
 To evaluate the state of employee retention in the hospitality industry.
 To find out those factors that influences the employees' retention in this industry.
 To provide useful recommendations that can mitigate this problem.
Research Questions
The main questions of the current study are:
 How Covid-19 has affected employee retention in the hospitality industry?
 What were the challenges of this industry during the pandemic time?
 What are the effective recommendations for employee retention in the hospitality
industry?

Rationale of the research
The main purpose of conducting the current investigation is to carry out information
about the impact of COVID-19 over operations and functions of the hospitality industry (Wong
and et. al., 2021). Thus report also highlights the challenges faced by hospitality industry in the
time of global pandemic in relation to retention of employees, lay-off of employees, remote
working, attracting customers, maintaining brand image and many more. In the end this report
also focuses over showcasing the different recommendations through which employees can be
easily retained within hospitality industry. There are two important objectives which are aimed
by researcher through this study which are: personal and professional objective. In respect of
personal perspective, I will learn about how people have behaved in the tough time like COVID-
19. I have learned that these people have behaved with great patience and calmness and I have
also learnt that it is necessary to be always patient in every situation. I have also got chance to
clear my concept about different research methods for the collection and evaluation of
information in a systematic way. In respect of professional perspective, I will learn about the
different practices used by hospitality industry in the period of COVID-19. These strategies have
given me idea about forming strategies in the uncertain and difficult times. This will assist me in
my professional career as I will be aware of dealing with uncertain and unpredictable situations.
Significance of the research
The existing study is significant because it takes out information about the challenges
faced by hospitality industry in retaining their talented employees during global pandemic
COVID-19. It also focuses over taking out strategies used by hospitality industry to retain their
existing talent in the workplace (Khawaja and et. al., 2021). Thus, this shows that this study is
beneficial for organisations, researchers as well as students. In respect of students, this study is
very useful as they can easily know about detailed data about the impact of COVID-19 on the
procedure of retaining employees or staff in the workplace and this is the information they can
simply use for their academic purpose such as assignments or projects. In terms of researchers,
the existing study is quite important because they can use this as foundation or secondary source
for conducting their own investigations. This study will give them idea and base for starting their
own work in a systematic and precise manner. In respect of companies, this study is helpful as
they can also adopt strategies recommended in this investigation to retain employees in the

organisation in uncertain and unpredictable times. Hence, this is the study that has mainly
focusing over employee retention strategies of the company.
Structure of the research
Introduction: This chapter holds great significance because it covers research aim,
objectives and questions of the whole study. It defines the main purpose of conducting the study
with its importance in practical terms.
Literature review: The other chapter is literature review that records second-hand
information for addressing each research question in a systematic manner. This chapter is wholly
dependent over secondary sources such as journals, books, newspapers, publications, conducted
surveys, interviews and many more.
Research methodology: This is the third chapter that provides justification of each selected
research method in the study. Qualitative as well as quantitative research methods are used.
Under quantitative, questionnaire will be developed and 50 respondents will be chosen. On the
other hand, under qualitative research method, only secondary sources are used.
Data analysis and findings: This is the chapter that analyses collected qualitative and
quantitative information. Thematic analysis is used for analysing theoretical and qualitative data.
On the other hand, for analysing numerical information frequency distribution analysis is
considered.
Conclusion and recommendations: After completing all the chapter, there is conclusion
which summarises each chapter in a brief manner. Then certain recommendations is also given to
chosen industry so that they can improve in their lacking areas.

2. LITERATURE REVIEW
How Covid-19 has affected employee retention in the hospitality industry?
As per the view of Elsafty and Ragheb (2020), employee retention is the most important
factor of the company as it helps in retaining employees for achieving the short term as well as
long term goals in the competitive market. Employee retention means employing employees of
the company in interesting activities so that they work with high efficiency and effectiveness for
performing the tasks. Covid-19 has impacted the employee retention in a negative manner within
the hospitality industry and this has reduced the growth and profitability in the business market.
The pandemic situation has reduced the morale and motivation of employees within the business
as they are scared of being infected from the effect of the deadly virus. Because of the strict lock-
down situation and travel restrictions has forced the customers to stay at their home which results
in reduced success of the hospitality industry. Retaining employees in the hospitality industry has
become difficult because of the adverse effect of the Covid-19 across the world which not only
impacts the employee performance but also their productivity level. The situation of pandemic
has resulted in creating unemployment in the hospitality industry which has cut down jobs of
various people (Chi, Saldamli and Gursoy, 2021). The effect of Covid-19 has reduced the
working capability of the employees as they work in a more stressed manner and this affects the
overall growth and productivity of the hospitality industry. The hospitality industry is majorly
labour intensive as it includes different types of employees for carrying out the operations of the
business in an effective manner. The hospitality industry has created a lot of employment
opportunities but despite of the high opportunity for the prescribed job the Covid-19 pandemic
has brought some negative effect on the performance and productivity of the hotels and
restaurants existing in the business market. It is important for the hospitality industry to offer
specialized services to their employees that helps in increasing their motivation and
encouragement level for making the work done. With the surge of pandemic globally has created
a situation of making employees work from their homes in order to keep them protected from the
virus as it is easily transferable from one person to another. The restrictions imposed on
travelling has resulted in low rate of occupancy in the hotels and restaurants as people do not feel
safe in staying at hotel. Putting team members at the top priority is essential for the hotels and
restaurants because customers are their only base and they need to deliver better services to them

for gaining high customer experience. For sustaining in the business market at the time of
pandemic is that they must offer work from facility to the employee of the business so that they
work in a more systematic manner. The pandemic has also affects the mental as well as physical
health of employees as they are not receiving enough amount of money and some of them have
lost their jobs as the hospitality industry is not receiving any profits from the customers. There
are many different types of factors that affects the retention of employees within the hospitality
industry which are defined below:
Culture of the organization – The working culture of the organization plays a very important
role in retaining employees for working towards achieving the aims and objectives of the
business (Ativetin, 2021). The culture of the company drives employees to work more
efficiently and effectively for increased productivity and profits in the competitive business
market. For keeping the employees satisfied and motivated to work in the pandemic time is
that the hotel needs to offer positive working environment in order to retain them in the
future for long period of time.
Compensation and benefits – Compensation and benefits are also considered as the most
important factor that affects the hospitality industry. The pandemic situation has created a
fear in the minds of the employees of getting infected by the coronavirus. Compensation and
benefits are the motivating factors that helps in increasing their working capability to
achieve high growth and success in the highly competitive market. This is the best method
for retaining employees within the company for long period of time by receiving better
benefits for their good performance in the business market.
Training and development – Providing training and development programs to the employees of
the company helps in increasing their skills and knowledge for delivering better services to
the customers. With the proper and effective training to employees helps in dealing with the
situations and conditions of the pandemic so that efficient growth can be attained within the
hospitality industry. It is important for the employees to have basic information about the
affect of the coronavirus which helps in better development and success in the competitive
hospitality industry.
Support of employers – Getting proper support and guidance from the employers to the
employees of the company helps in delivering and gaining high satisfaction among them. It
is very important for the leaders of the hotels and restaurants to innovate and create new

policies and procedures for dealing with the tough situation related to Covid-19 across the
whole world (Baum and et. al., 2020). When employees get support from employers, it helps
them in understanding the concept and need of the company in a more better way by
adopting to new practices and methods.
These factors affects the employee retention in the hospitality industry by adopting to new ways
and methods for dealing with the tough crisis of Covid-19 management. It is important for the
organization to offer better facilities to their employees so that they get efficient knowledge
about the working schedule (Salem and et. al., 2021). Recognizing and appreciating employees
for the best work performed helps in increasing their working capability and effectiveness for
better quality of work in the company. These factors helps the hospitality industry in retaining
their employees in the company for more period of time which also results in increased growth
and productivity over other competitor companies in the business market.
What were the challenges of this industry during the pandemic time?
As per the view of Rangachari and L Woods (2020), the hospitality industry is considered
as the most important industry which helps in generating high employment opportunities for
people in order to create more jobs for the future employees. Covid-19 has brought several
challenges in the hospitality industry that creates issues and problems for the employees and
employers as there are no profits and some hotels also results in shut down of the whole
operations (Bufquin and et. al., 2021). Pandemic situation has affected the hospitality industry in
an adverse way and this has resulted in decreased market share and less customer base. Pandemic
has forced government to bring sustainable changes that affects the overall growth and
profitability of the hotels and restaurants and this reduces the customers base. The managers of
the hotel faces uncertainty in this tough environment and makes difficult to survive in the
pandemic situation. The ramifications because of this pandemic situation, such as border
closures, travel bans and home quarantine restrictions across the world and this has direct impact
on the growth of the hospitality industry. Hospitality industry mostly dependent on the customers
for which they provide better services and the impact of pandemic has resulted in closure or
earning very less money (Filimonau, Derqui and Matute, 2020). The industry has lost millions of
revenue in fighting with the pandemic condition and this is regarded as a major challenge for
gaining more customer base and market share. The hospitality industry has been eradicated by
the pandemic and resulting in global lock-down and social distancing for reducing the effect of

virus. The Covid-19 pandemic has resulted in affecting the health of thousands of people and has
created a great impact on the minds of customers as they are scared of getting infected by the
deadly virus. Due to the lock-down situation and quarantine measures, has resulted in creating
problems for many of the workers as they do not move from one place to another to carry out
their jobs and this has impacted their incomes, especially for casually and informal employed
workers. With the current situation and environment, the hospitality industry is facing problems
like delay in investments, hiring workers and purchases of goods (Bajrami and et. al., 2021). The
pandemic situation has also affected the supply chain of the company as they are unable to
deliver goods from one place to another and this has resulted in increased problem. It is
important for the hotel manager to deal with the situation in a effective manner which is only
possible by thinking new and alternative ways for reducing the effect of Covid-19. Because of
fear of getting infected by the deadly virus, the large part of the employees working in he hotels
are generally seeing a immigration which means that front line workers at hotels to move to their
home town. In the first case, the temporary employees will leave and than the it also effects the
functioning of the permanent employees as the hotels start to cut their costs which results in
demotivation and demoralization. This may also results in changing their field and making them
work to the in the industry where cash flow is higher and quicker. This global pandemic will also
affect the process of recruiting talented and qualified employees within the hospitality industry in
order to achieve high success and growth in the competitive market. Company will not be able to
perform the operations in a better way and also not receiving sustainable profits that helps in
hiring more talented employees for carrying out the operations smoothly and effectively. It
becomes very important for the hotels to restaurants to offer work from facility to all its
employees or calling fifty percent employees for performing the tasks of the business. This helps
in increasing the sense of trust within the company and helps in gaining more customers for
renewing the services of the hotel and restaurants. There are several challenges that hospitality
industry faces are defined below:
 Health and well-being of employees – Taking care of the health and well-being of
employees is considered as the major challenge that hospitality industry faces because of
the pandemic situation. It is important for the hospitality industry to take effective care of
their employees in order to support them to deal with the pandemic situation for better
productivity and performance.

 Adopting technological changes – To deal with the pandemic situation, it is important
for the hospitality industry to adopt technological changes in order to survive in the
competitive market. With new social distancing and focus on hygiene and clean
environment, electronic check-in and check-out facility will be more relevant and
considerate for the guests arriving in the hotels. Implementation of new technology helps
in reducing the cost of expenses and results in creating a culture that results in better
growth and success in the highly competitive environment.
 Low occupancy in hotel – With the effect of Covid-19, the hospitality industry faces the
huge loss as customers are not able to travel because of travel restrictions and by
attaining high variability in the competitive market. It is important for the hotel manager
to focus on building electronic facilities as it helps in reducing in person contact among e
employees and customers. For increasing the rate of occupancy within the hotels and
restaurants they need to provide best services to customer so that they feel safe and
secure while staying in the hotel.
These challenges affect the profitability and growth of the hospitality industry and this results in
increasing the employee turnover (Salem and et. al., 2021). This helps the company in building
high mobility rate for better development of the employees so that they deal with the pandemic
situation in a more effective and efficient manner. It is important for the hospitality industry to
train and guide their employees about the seriousness about the virus and adopt ways that helps
in mitigating the risks of these challenges and for gaining high success and profitability in the
competitive business market in which hotels and restaurants exists.
What are the effective recommendations for employee retention in the hospitality industry?
As per the view of Anderton and et. al., (2021), employee retention is a very important
concept in an organization as it helps in reducing the rate of employee turnover. Employee
retention can be achieved by the company when they choose to engage them in interesting
business activities so that they work with high efficiency and effectiveness. With the effect of the
pandemic, the hospitality industry is facing with the undersupply of the engaged, motivated and
qualified employees for treating the customers in an effective manner. Finding the right type of
person for performing the job role is important for the company ass it helps in finding new ways
to deal with the pandemic situation in a more positive and effective manner. Employee retention
is considered as a serious issue in the hospitality and food industry in order to achieve the growth

and success in the highly competitive market. The Covid-19 affects the severity of the disease in
the life of the person as it decreases the motivation and morale of employees for better
productivity and employment opportunities in the hospitality industry. This increases the scope
of satisfying employees as they are properly and effectively trained in the company for better
performance and deployment of resources. At deluxe hotels, employees play a very crucial role
in creating better and positive experience among customers by giving best services to them and
by fulfilling every demand of the customers. For better attainment of high market share and
customer service it is important for the hotel manager to train their employees in a manner that
they deliver and think of ways that reduce the impact of high virus durability. Because of the
adverse effect of the Covid-19 pandemic on the hospitality industry has put forward several
challenges which hampers the growth of the hotels and this makes them think about adopting
new and innovative approaches for the employees. Employees are considered as the most
important asset in every organization as it helps in gaining customers, good brand image in the
market, more revenue and more sustainability in the competitive hospitality industry. Adopting
new technology is necessary for the company as it helps in gaining more customers through the
use of internet as Covid-19 has made the world to adopt virtual reality as this only helps in
gaining more market share for more profitability in the tough situation. For developing and
engaging employees in the company helps in taking better and productive decisions for the
attainment of new policies and procedures in order to sustain in the competitive hospitality
industry. Providing services to customers is the only motive of the hotel industry as it helps in
gaining good customer experience and high profitability. There are different theories that helps
in increasing retention rate of employees as it helps in keeping the employees motivated and
happy for achieving the desired goals and objectives. First theory is regarded as Herzberg's
theory which is an effective and famous theory for retaining employees of the company which
helps in reducing the level of dissatisfaction and encouraging demotivated employees for better
production and maintaining positive relation with the customer so that they stick with the
services of that hotel only. This theory states that this theory helps in motivating the employee
for performing better in the organization in the pandemic time also for better growth and
productivity. The second theory is considered as the contingency theory as it mainly focus on
improving the policy related to leadership in order to retain the employees in the company for
long period of time. When leaders of the hotel train and guide their employees working in a right

and effective manner than they tends to remain positive and healthy for gaining high growth and
productivity for the business. There are certain recommendations that help the hospitality
industry in overcoming he effect of challenges and helps in retaining employees which are
defined below:
 Work from home for employees – Providing work from home facility to all their
employees at the the time of pandemic helps in improving working efficiency to achieve
the desired goals and objectives of the hotels. For reducing the effect of Covid-19 in the
hotel industry it is important for the employer to guide the employees of the hotels and
restaurants to make sustainable changes for better growth and productivity.
 Providing flexible working hours - Providing flexible working hours to the employees
working in the hotel helps in satisfying employees in a more better and efficient way so
that they result in better functioning of business operations. It is the main responsibility
of the employers to build strategic procedures in order to attract more number of
customer at the time of resuming hotel services. It is the staff of the hotel or restaurant
that is responsible for delivering potential services to their customers so that they come
for staying purpose.
 Job security and satisfaction – Job security and satisfaction is the most important factor
that helps in retaining the employees in the hospitality industry for longer period of time.
Job security in the time of pandemic helps in gaining high satisfaction and morale among
employees as they are happy that in tough situation also they will not loose their jobs.
Fear of letting jobs helps in providing major satisfaction among employees and they
deliver effective and productive services for attracting more customers for enjoying he
services of the hotel and for achieving high sustainability in the hospitality industry.
These recommendations helps the hospitality industry in gaining better customer experience and
objectives for creating a positive working culture for them. It is important for the hospitality
industry to provide employees with al the help and aid that they need at the pandemic as many
people have lost their life plus jobs also (Wielgoszewska and et. al., 2021). Thus, having
potential and talented employees in the company is necessary as they help in proper decision
making and for attaining high rate of customer for increased profitability and success.

3. METHODOLOGY
It is the chapter which provides research methods in collecting, evaluating and examining
information in a systematic way (Basias and Pollalis, 2018). This chapter focuses over following
Saunders research onion framework so that relevant data can be recorded in relation to the
proposed topic along with systematic analysis and evaluation of data.
Research Philosophy: It is the research method which provides certain principles and
beliefs for the systematic analysis and examination of information. It has two major parts which
are: positivism and interpretivism philosophy. Investigator has chosen positivism philosophy so
that assembled numerical information can be analysed and evaluated and relevancy of the
conducted study could be maintained (Rutberg and Bouikidis, 2018). The main benefit of
positivism philosophy is that it focuses over carrying out the relevancy and accuracy of
quantitative piece of information.
Research Approach: The approach is the research method which gives theories for the
collection and evaluation of collected data. This is categorised into two types that include:
inductive and deductive approach. Investigator has selected deductive approach because it helps
in exploring already established theory and policy. It uses various circumstances to analyse the
assembled numerical information (Mohajan, 2018). Thus, with the help of deductive approach,
relevancy and accuracy of numerical information is maintained and objectives of the study are
achieved.
Research Strategy: It is the research method that helps in collecting information
according to the selected research topic. There are several research strategies which include
grounded theory, action research, survey, systematic literature review, case study, interview etc.
Investigator has chosen survey as the research strategy because it assists in the collection of
numerical information directly from the source of information in the shorter time period (Blaikie,
2018). The main benefit of survey is that it assembles great piece of information from large
number of respondents. On the other hand, researcher has selected systematic literature review
because it helps in collecting information through different articles and these articles are the
opinions and views of different authors in relation to the proposed topic.
Research Choice: It is the method of research which helps investigator in identifying
type of information required to be assembled for achieving aim and objectives of the study. This
is of two main kinds that are: qualitative and quantitative research choice. Researcher has

selected quantitative as well as qualitative research choice. Quantitative choice is chosen by
researcher for collecting numerical information about the impact of COVID-19 over employee
retention within hospitality industry (Boeren, 2018). Under quantitative choice, investigator has
selected questionnaire as an instrument to gather statistical insights, figures and facts. On the
other hand, researcher has also dependent over qualitative research choice as it assists in
assembling theoretical piece of information in a systematic manner. The main benefit of using
qualitative research choice is that it helps in assembling information that is available in text form.
Thus, under quantitative choice, primary data is also gathered by researcher and for this
questionnaire is developed. However, under qualitative choice, only secondary data is assembled
by investigator. This includes books, articles, newspapers etc.
Data Collection: It is the method that assists in assembling relevant and apt information.
This is of two significant forms which are: primary and secondary data collection method.
Researcher has chosen both the methods of data collection so that relevant and apt data can be
assembled and evaluated (Noyes and et. al., 2019). Primary method is considered by researcher
to collect raw data about the proposed research topic and this helps in collecting new and raw
insights about the carried out topic. The main advantage of using primary method is that it is
accumulated for the very first in relation to the chosen topic (Hayashi, Abib and Hoppen, 2019).
On the other hand, secondary method is considered by investigator to assemble used and
published data. Secondary data is generally taken out by other people for their own purpose and
this kind of information is available on different platforms. The secondary sources include:
books, journals, articles, publications, magazines, earlier conducted surveys and interviews.
Sampling: It is the method which is classified into two main kinds that are: probability
and non-probability sampling. Investigator has chosen probability sampling because it allows
researcher to choose large number of respondents (Kyngäs, 2020). Under probability method of
sampling, researcher selects random strategy of sampling to assemble information from them and
there is no need of setting certain criteria to select human representatives. 50 respondents are
selected from hospitality industry to collect information from them.
Data Analysis: It is the method of investigation which is divided into two kinds that are:
frequency distribution analysis and thematic analysis. Researcher has selected both the methods
of analysing and evaluating information (Roberts, Dowell and Nie, 2019). Frequency distribution
analysis is considered to evaluate assembled numerical information. On the other hand,

investigator has selected thematic analysis to analyse theoretical piece of information. This
assists in maintaining accuracy and relevancy of information in a precise manner.
Time Horizon: Time is the component required for completing the research. It has two
forms which are: cross-sectional and longitudinal time horizon (Djafar and et. al., 2021).
Investigator has selected cross-sectional time horizon because it assists in achieving objectives in
real time with relevant figures and facts.

4. FINDINGS AND ANALYSIS
Discussion on the basis of primary information
This is the chapter that focuses over carrying out findings through discussing primary as
well as secondary information. This includes developed questionnaire with apt number of close-
ended questions along with relevant discussion of data collected from secondary sources. MS-
Excel is also used in the study so that graphical representation can be completed about the
proposed topic.
Frequency Distribution Table
Q1) Do you think COVID-19 has created disturbances within
hospitality industry?
Frequency
a) Yes 40
b) No 2
c) May be 8
Q2) Do you think outbreak of COVID-19 has affected employee
retention within hospitality industry?
Frequency
a) Yes 38
b) No 4
c) Prefer not to say 8
Q3) As per your view, how COVID-19 has affected employee
retention in the hospitality industry?
Frequency
a) Positive impact 4
b) Negative impact 38
c) Neutral impact 8
Q4) According to your perspective, what is the main factor that
influence employee retention within hospitality industry?
Frequency
a) Healthy balance between the professional and personal life 8

b) Pleasing environment within the company 10
c) Provision of challenging work 7
d) Chances of promotion and development 14
e) Good communications 5
f) Positive relations with co-workers 6
Q5) What is the best theory adopted by hospitality industry to
identify needs and requirement of employees so that they can be
retained?
Frequency
a) Herzberg's theory of motivation 15
b) Contingency leadership theory 18
c) Maslow's Hierarchy of needs 12
d) The equity theory 5
Q6) According to your knowledge, what is the best way adopted by
hospitality industry for retaining employees during COVID-19?
Frequency
a) Adopting safety measures and policies 12
b) Flexible scheduling 15
c) Staffing to service levels 10
d) Task oriented labour 13

Data Interpretation
Question 1: COVID-19 has created disturbances within hospitality industry
Q1) Do you think COVID-19 has created disturbances within
hospitality industry?
Frequency
a) Yes 40
b) No 2
c) May be 8
a) Yes b) No c) May be
0
5
10
15
20
25
30
35
40
40
2
8
Interpretation: As per the above mentioned information, it is carried out that 40 respondents
have said yes that COVID-19 has created disturbances within hospitality industry because many
hotels have closed down permanently and hotels have forced to reduce the capacity. Other 2
respondents have answered no that it has not created any new challenge or issue. The rest 8
respondents have said that they do not know the exact impact of COVID-19 on hospitality
industry.
Question 2: COVID-19 has affected employee retention within hospitality industry
Q2) Do you think outbreak of COVID-19 has affected employee
retention within hospitality industry?
Frequency

a) Yes 38
b) No 4
c) Prefer not to say 8
a) Yes b) No c) Prefer not to say
0
5
10
15
20
25
30
35
40 38
4
8
Interpretation: As per the above shown graph, it is carried out that 38 respondents have
answered yes that outbreak of COVID-19 has affected employee retention within hospitality
industry because many employees have left the organisation due to fear of COVID-19. The other
4 respondents have said no that it did not affect employee retention within hospitality industry
because organisations were already laying-off employees. The rest 8 participants have answered
that they do not want to answer this specific question.
Question 3: COVID-19 has affected employee retention in the hospitality industry
Q3) As per your view, how COVID-19 has affected employee
retention in the hospitality industry?
Frequency
a) Positive impact 4
b) Negative impact 38
c) Neutral impact 8

a) Positive impact b) Negative impact c) Neutral impact
0
5
10
15
20
25
30
35
40
4
38
8
Interpretation: With the above given graph, it is determined that 4 respondents have answered
that COVID-19 has impacted employee retention positively within hospitality industry because
outbreak of COVID-19 has increased employment rate in the company and no individual wanted
to leave their current employment. The other 38 participants have said that there is negative
impact of COVID-19 on retention of employees because people were afraid of pandemic and
they were not comfortable in working in a tough and difficult situation. The rest 8 participants
have said that there is neutral impact of COVID-19 on the procedure of retaining employees in
the hospitality industry.
Question 4: Main factor that influences employee retention within hospitality industry
Q4) According to your perspective, what is the main factor that
influences employee retention within hospitality industry?
Frequency
a) Healthy balance between the professional and personal life 8
b) Pleasing environment within the company 10
c) Provision of challenging work 7
d) Chances of promotion and development 14
e) Good communications 5
f) Positive relations with co-workers 6

a) Healthy balance between the professional and personal life
d) Chances of promotion and development
0
2
4
6
8
10
12
14
8
10
7
14
5
6
Interpretation: As per the above assembled piece of information, it is understood that majority
of participants have said that chances of promotion and development is one of the main factors
that influence employee retention within hospitality industry because through this employee gain
more success in their professional life. The other 10 participants have said that pleasing
environment within the company is another main factor because this assists in encouraging and
empowering employees.
Question 5: Theory adopted by hospitality industry to identify needs and requirement of
employees so that they can be retained
Q5) What is the best theory adopted by hospitality industry to
identify needs and requirement of employees so that they can be
retained?
Frequency
a) Herzberg's theory of motivation 15
b) Contingency leadership theory 18
c) Maslow's Hierarchy of needs 12
d) The equity theory 5

a) Herzberg's theory of motivation
b) Contingency leadership theory
c) Maslow's Hierarchy of needs
d) The equity theory
0
2
4
6
8
10
12
14
16
18
15
18
12
5
Interpretation: As per the shown graph, it is interpreted that majority of representatives have
said that contingency leadership theory is the best theory adopted by hospitality industry to
identify needs and requirement of employees so that they can be retained. In this working
environment is created in which employees work in uncertain and risky situations.
Question 6: Way adopted by hospitality industry for retaining employees during COVID-19
Q6) According to your knowledge, what is the best way adopted by
hospitality industry for retaining employees during COVID-19?
Frequency
a) Adopting safety measures and policies 12
b) Flexible scheduling 15
c) Staffing to service levels 10
d) Task oriented labour 13

a) Adopting safety measures and policies
c) Staffing to service levels
0
2
4
6
8
10
12
14
16
12
15
10
13
Interpretation: With the above analysed content, it is understood that majority of respondents
answered that flexible scheduling is the best way adopted by hospitality industry to retain
employees during COVID-19. This assists employees to work according to the requirement and
need of employees.
Discussion on the basis of secondary information
Covid-19 has affected employee retention in the hospitality industry
As per the information assembled in the section of literature review, it is discussed that
employee retention is one of the most important factors for every type of organisation.
Employees are the people who have the responsibility to perform various roles and
responsibilities so that an organisation can easily achieve pre-determined aim and objectives.
Retention of employees refers to the procedure of employing workers of an organisation and
keeping their interest in the operations and functions of the company so that they do not switch
to another company. COVID-19 has created negative impact over retention of employees within
hospitality industry and it has directly decreased the profitability and growth of business market.
The outbreak of global pandemic COVID-19 decreased the motivation and morale of workforce
in the business market. All these employees were afraid of being infected due to highly spreading
disease called coronavirus. Due to strict restrictions of lock down imposed by government,

tourists and visitors were forced to quarantine at home and this eventually resulted in dropped
success and profit rate. Retention of employees has become stressful task for hospitality industry
because it has directly impacted their productivity as well as performance. Outbreak of global
pandemic has also given rise to increase in unemployment rate within hospitality industry. Many
hotels were forced to lay off their existing employees so that they can cut down their budget and
save their funds on future situations in the current uncertain times. With the emergence of
COVID-19, capability of employees working in the organisations has reduced because their
stress, anxiety and frustration level have reached its peak. COVID-19 has directly decreased the
overall productivity and growth of the whole hospitality industry. Hospitality industry is mainly
labour-intensive and it involves various kinds of employees to carry out the functions and
operations of hotel. It is significant for hospitality industry in offering specialised services to
each employee that assist in increasing the encouragement and motivation level to make the
operations done.
In the section of literature review, there are many factors that have direct link with the
employee retention procedure within hospitality industry. Some of the significant factors are:
compensation & benefits, culture of the company, support of employers, training & development
and many more. It is determined that working culture holds great importance in the retention of
employees because every individual wants to work in safe, positive and secure environment.
When culture of the organisation drives workforce to operate in an effective and efficient way to
increase profit and productivity level in the present competitive market. In the situation like
global pandemic COVID-19, hospitality industry has focused over providing safe and secure
environment so that they can work without any fear. The other significant factor is compensation
and benefits because it is directly linked with employee's monetary and non-monetary gains. Due
to hit of global pandemic COVID-19, employees were afraid of working in this uncertain
situation so hospitality industry has offered competitive rewards and benefits to employees so
that they can motivate to operate and work. Thus, it is being concluded that employee retention is
quite necessary within hospitality industry during the crisis times like global pandemic COVID-
19. Thus, hospitality industry has given flexibility to employees, rewards & benefits etc.
Challenges of this industry during the pandemic time
According to data recorded in the section of literature review, it is identified that
hospitality industry is one of the industries which has faced most challenges due to outbreak of

global pandemic COVID-19. Due to COVID-19, government has imposed many restrictions on
the movement of people from one place to another and this has ultimately created negative
impact over the success and profit level of the hospitality industry. Global pandemic COVID-19
has created many challenges within hospitality industry such as no profit, low occupancy rates,
high employee turnover, reduced functions & operations and many more. Hospitality industry
had to faced decreased customer base and reduced market share. It is the industry which is
directly dependent over number of customers and COVID-19 has created difficult situation for
retaining their existing customers as well as attracting potential customers. The hospitality
industry has dealt with the circumstance of lost millions of revenue and profit and this has
eventually resulted in decreased customer base and market share. One of the biggest challenges
faced by hospitality industry is health and well-being of employees because employees were not
comfortable in working in situation where spread of coronavirus was at peak. Hospitality
industry faced issue in installing applications and systems through which they can reduce the
physical touch of employees with customers and their higher authorities. The other challenge is
adopting changes of technologies, with the outbreak of COVID-19 hospitality industry has to
increase their budget so that they can install and get new and advanced technologies.
Implementation and execution of advance technologies have increased the expense of hospitality
industry in the time of COVID-19 when they are dealing with the issue of increasing their
revenue and profit level. The other biggest challenge of hospitality industry is low occupancy
rates. It was quite obvious challenge for hotels because people were restricted by Government on
their movement. Restrictions on travel is directly linked with the low occupancy rate of hotel.
Thus, it has put pressure on hotel to adopt technologies in such a way so that full safety could be
provided to each employee working in the organisation as well as customers who are visiting to
hotel. Therefore, these challenges of global pandemic COVID-19 have impacted the growth and
profitability of hospitality industry. It is significant for the industry to guide and train their
employees appropriately so that they can operate in a manner and can attract large number of
customers.
Effective recommendations for employee retention in the hospitality industry
With the help of information assembled in the chapter of literature review, it is carried
out that it is quite necessary to retain employee within hospitality industry. Retention of

employees is attained by an organisation when they offer great opportunities to them so that they
can be engaged in the workplace. The severity of COVID-19 has decreased the motivation and
encouragement level of all those employees who are working in hospitality industry. Some of the
recommendations that are included to retain employees within hospitality industry are: providing
flexible working hours, job security & satisfaction, work from employees and many more.
Offering work from is the best strategy for all those employees who are working in accounting
and management department of hotels. This has assisted in decreasing the fear of global
pandemic among employees and this also helped in increasing productivity & performance of
employees. The other recommendation is job security and satisfaction and this plays important
role in the retention of employees in the organisation. During COVID-19, every employee was
dealing with fear of job security so hospitality industry has offered job security to each employee
so that they do not look for another company where they get high job security.

5. CONCLUSION AND RECOMMENDATIONS
Conclusion
It is being concluded from the above gathered information that Covid-19 has a great
impact on the services and growth of the hospitality industry as it reduces the employee
productivity and performance. The pandemic has taken many lives and this has resulted in
decreasing the motivation and morale of employees to work in an effective manner for carrying
out the operations of the business smoothly. Hospitality industry is majorly depended on the
customers because they are the only person for which the hotel and restaurant provide services
and for whom they work. The hotel industry has gone with several challenges that effect the
operations of the business and the productivity of the hotels. The pandemic has forced hotels to
provide their services by online portal for any of the purpose like for booking, for ordering food
and for checking the reviews about the hotel services. It is important for the hotel manager to
build effective measures so that they attract employees for working in the organization without
any fear of getting infected. Adopting technology has resulted in improving the working culture
of the hospitality industry so that more and more customers can be gathered and also helps in
acquiring more share of the market. The hospitality industry also prefer some ways that helps in
retaining the customers for performing the operations of the business in an effective manner and
for developing more oriented and dedicated employees. Thus, training and development to
employees helps in building better working environment where they will work with high
efficiency and effectiveness for achieving the goals and objectives of the business as a whole and
in the times of pandemic.
Recommendation
For sustaining in the Covid-19 pandemic situation, the hospitality industry needs to work
according to the changing situation so that they work with high dedication and confidence
towards providing better services to the customers. The recommendations are defined below:
Offering touch sensor gate pass for opening gate of the hotel room helps in reducing in
person contact as it helps in improving the customer experience for better growth and
sustainability in the hospitality industry.
Providing online booking options to the customers is the main factor that helps in
developing high increasing the rate of customers and high market share for staying and
accommodation. Online booking helps in delivering all the important information about the hotel

or restaurant services and this results in retaining customers towards enjoying the services of that
particular hotel.
Following all Covid protocols in the hospitality industry helps in gaining high
satisfaction among employees as they will not feel fear to do work in the hotels and customers
will also feels safe in staying at the hotel and for the development of the company rules and
procedures.

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APPENDIX
Questionnaire
Q1) Do you think COVID-19 has created disturbances within hospitality industry?
a) Yes
b) No
c) May be
Q2) Do you think outbreak of COVID-19 has affected employee retention within hospitality
industry?
a) Yes
b) No
c) Prefer not to say
Q3) As per your view, how COVID-19 has affected employee retention in the hospitality
industry?
a) Positive impact
b) Negative impact
c) Neutral impact
Q4) According to your perspective, what is the main factor that influence employee retention
within hospitality industry?
a) Healthy balance between the professional and personal life
b) Pleasing environment within the company
c) Provision of challenging work
d) Chances of promotion and development
e) Good communications
f) Positive relations with co-workers
Q5) What is the best theory adopted by hospitality industry to identify needs and requirement of
employees so that they can be retained?
a) Herzberg's theory of motivation
b) Contingency leadership theory
c) Maslow's Hierarchy of needs
d) The equity theory

Q6) According to your knowledge, what is the best way adopted by hospitality industry for
retaining employees during COVID-19?
a) Adopting safety measures and policies
b) Flexible scheduling
c) Staffing to service levels
d) Task oriented labour