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Journal of Human Resources in
Hospitality & Tourism
Publication details, including instructions for authors and
A Case Study into the Benefits of
Management Training Programs: Impacts
on Hotel Employee Turnover and
Youngsoo Choi & Duncan R. Dickson
Rosen College of Hospitality Management , University of Central Florida , Orlando, Florida, USA
Published online: 09 Dec 2009.
To cite this article: Youngsoo Choi & Duncan R. Dickson (2009) A Case Study into the Benefits of Management Training Programs: Impacts on Hotel Employee Turnover and Satisfaction Level, Journal of Human Resources in Hospitality & Tourism, 9:1, 103-116, DOI: 10.1080/15332840903336499 To link to this article: http://dx.doi.org/10.1080/15332840903336499
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Journal of Human Resources in Hospitality & Tourism, 9:103–116, 2010 Copyright © Taylor & Francis Group, LLC
ISSN: 1533-2845 print / 1533-2853 online
A Case Study into the Benefits of Management
Training Programs: Impacts on Hotel
Employee Turnover and Satisfaction Level
YOUNGSOO CHOI and DUNCAN R. DICKSON
Downloaded by [184.108.40.206] at 06:44 20 December 2014
Rosen College of Hospitality Management, University of Central Florida, Orlando, Florida, USA
Demonstrating the effectiveness of human resources (HR) programs has been a dilemma for HR professionals for years. This study addresses that problem and takes a step in closing the gap in the lodging industry. The researchers reviewed the effects of rigorous management training programs that focused on frontline leaders and their relationship with the employees who interact with guests. Data from a 2-year period (during and after the intervention) were analyzed based on employee-related factors, primarily turnover and employee satisfaction as measured by exit surveys. The researchers measured the impact of training over time. The results suggest this approach can be used by HR professionals to argue that management training programs lead to greater employee satisfaction and a reduction of employee turnover that offsets the cost of the training.
KEYWORDS Management training, turnover, employee satisfaction, exit surveys
Human Resources (HR) departments have been searching for proof that they were getting a significant return on investment (ROI) since the early...
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