Minimizing staff turnover in hilton hotel PDF

Running head: MINIMIZING STAFF TURNOVER IN HILTON HOTEL
MINIMIZING STAFF TURNOVER IN HILTON HOTEL
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MINIMIZING STAFF TURNOVER IN HILTON HOTELAbstract
Hilton Hotel, Sydney has faced the problem of high employee turnover rates in the
recent past. Although the new front office manager has been able to reduce the rates in the
recent years, the issue still persists. The purpose of this report is to identify how the issue
could be minimized by the manager. The report concludes that providing psychological
benefits, can increase job satisfaction by significant levels and can make employees overlook
the other issues, resulting in maximum employee retention. For this, a range of employee
benefits can be provided to employees, such that their psychological profit from the
workplace is maximized.

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MINIMIZING STAFF TURNOVER IN HILTON HOTEL
Table of Contents
Introduction................................................................................................................................4
Discussion..................................................................................................................................5
Literature review....................................................................................................................5
Methodology........................................................................................................................13
Findings and Analysis..........................................................................................................15
Recommendations for future research.................................................................................18
Practical recommendations for the front office manager, Hilton Hotel, Sydney, James
Cleansby...............................................................................................................................18
Summary..................................................................................................................................19
Limitations of the study...........................................................................................................19
References................................................................................................................................20
Appendices...............................................................................................................................23
Transcript of interview.........................................................................................................23
Findings and Methodology..................................................................................................24

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MINIMIZING STAFF TURNOVER IN HILTON HOTELList of Tables and Figures
Fig. 1
Table 1

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MINIMIZING STAFF TURNOVER IN HILTON HOTELIntroduction
This research has been conducted on the backdrop of the revelation that the staff
turnover rate in the front office department of Hilton Hotel has been high in the recent years.
James Cleansby, the front office manager in the hotel has listed several problems upon being
interviewed, pertaining to the high staff turnover in his department. These include lack of
coaching and recognition, poor work-life balance and lack of growth opportunities amongst
other issues. However, Cleansby claims that the turnover rate has decreased significantly
since he has implemented some strategies like providing competitive wages and maximizing
work-life balance.
The problem which this report will be aiming at resolving is the existing staff turnover
rates in the front office department of the hotel. The objective which this report will be
aiming at is minimizing or possibly even eliminating issues related to high staff turnover in
the department. High staff turnover rates can cost the company in multiple ways such as
incurring higher costs as a result of frequent expenditure on staff training according to Al
Mamun and Hasan (2017), and bringing in inexperienced employees to fill the gaps created
by the departure of existing employees (Li et al., 2016). Therefore, it is important that a
management strategy is adopted so that the issue is combatted effectively.
To be more precise, the question which the report will be answering as its conclusion
is how the staff turnover rates in the front office department of the hotel can be minimized by
adopting appropriate management and leadership theories.
This research is significant in a sense that it will be outlining the various strategies
and theories, which could be referred to by any organizational setting, due to the universal
nature of the management theories. The issue of high staff turnover has been significantly
prominent in the recent times according to Hom et al. (2017), with hotels such as The

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MINIMIZING STAFF TURNOVER IN HILTON HOTELImperial Hotel, London, facing similar issues(Huang, Wu & Zhang, 2018). This report will
be important in figuring out the reasons and loopholes which organizations must fill in order
to avoid the issue of staff turnover, and also be able to attain a sustainable development and
growth as a result of employee retention.
The discussion in the report will be focusing on literature review of how many
organizations in the past have been able to combat the issue of high staff turnover, as well as
research papers prioritizing the same, followed by research methodologies adopted for the
report, findings and analysis from the research data and finally recommendations and
implementation based on the same.
Discussion
Literature review
Mitigation strategies
In an article published by The Journal of Hotel and Business Management, Olfa
Moussa Skhiri, the author takes the hotel industry of Tunisia in account to determine and
evaluate what managers in the industry do in order to minimize crisis situations in their
hotels. The article mainly talks about the various mitigation strategies which managers tend
to use to mitigate common crisis situations in the hotel industry. Amongst this, is the issue of
high staff turnover rates. Skhiri points out that the most common way in which managers
have been combatting the issue of employee turnover is by adopting a mitigation strategy, in
which managers monitor the trends in the employee turnovers. Every feedback of exiting
employees are recorded, and when one particular issue gets highlighted more than once,
managers immediately look into the matter and aim at resolving them so that further turnover
pertaining to the same issue does not occur. According to Skhiri, this has been one of the