Retention in the Hospitality Industry

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Abstract

In the hospitality industry, specifically in hotels, the industry faces an increasing high turnover rate. When dealing with the hotel industry, the question arises as to why employees have high turnover. The first task to figuring out hotel employee turnover is to identify what the employee’s needs are and what the industry is doing to meet those needs. The article points out the need for wages. The second point discussed is safety needs. Teams benefit both the employer and the employees. The fourth need defined by Maslow is esteem. The fifth and final need mentioned is the need for self-actualization. Ultimately, the reason why the hospitality industry experiences such high turnover is because most jobs offered in the hospitality industry lack the five basics needs mentioned.

Retention in the Hospitality Industry

In today’s society, most people are in search for that perfect job. Many people want jobs that not only pay well, but also offer great benefits while providing a good balance between work and life. In the hospitality industry, specifically in hotels, the industry faces an increasing high turnover rate. With jobs ranging from front desk tellers, customer service agents, house keeping, maintenance and food and beverage handlers, the result of high turnover can steam from many different factors. When dealing with the hotel industry, the question arises as to why employees have high turnover? Some can speculate but the facts point to specific issues. With so many options and jobs to choose from, what does it take for someone to find that perfect hospitality job? Better yet, what must hospitality companies do in order to attract and retain high quality workers? These questions have been asked for many years. In a recent academic journal published by Industrial Engineer (2010), they use the Theory of Maslow’s Hierarchy of Needs to answer these challenging questions. Maslow’s theory can be used as a framework to identify the various benefits organizations can offer to satisfy their employees needs and in turn, increase revenue and reduce turnover. In this paper we will discover why the hotel industry experiences such high turnover and what specifically can be done to improve this challenging matter. The first task to figuring out hotel employee turnover is to identify what the employee’s needs are and what the industry is doing to meet those needs. In the academic article published by Industrial Engineer in 2010, they mention five basic points to improving employee retention and satisfaction. The first is meeting the physiological needs. These needs are the basic needs. The article points out the need for wages. Wages offer the ability for a worker to pay the necessities such as a place to live, food, and clothes. Another basic need for workers is when companies provide a comfortable work environment. This can be obtained in many different ways like offering free food and drinks, comfortable workspaces and even gyms located within the company building. The second point discussed is safety needs. Defined by Maslow, safety needs consists of the need to be safe from physical and psychological harm. How companies achieve this are by offering health care and retirement plans. Of course salaries and wages offer a sense of security as well. The third point addressed in the article mentions the love/belongingness need. Described by Industrial Engineer, this need is met when companies provide an environment in which the employees feel as though they are a part of something similar to a family. These relationships are typically developed by co-workers and bosses and include teams. Teams benefit both the employer and the employees. By having teams it creates synergy and a sense of belonging. Company retreats, clubs and sports teams also add to the need of belongingness. The fourth need defined by Maslow is esteem. Esteem need comprises the needs for...
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