Analysis table of hotel staff turnover rate in recent years.

A case study of hotel staff turnover

I. Introduction

With the rapid development of tourism, tourist hotels have become an important part of the six elements of tourism. However, the phenomenon of staff turnover has become one of the major symptoms of the hotel industry, which is not only a problem in individual regions, but a common phenomenon in the whole industry. The high turnover rate of employees has always been a difficult problem that plagues hotel management. In other industries, the normal turnover rate should be around 5%-1%, and the turnover rate of employees in labor-intensive tourist hotels should not exceed 2%. However, the number of tourist hotels in China far exceeds this number. According to insiders, the staff turnover rate of this hotel under investigation by China Telecom Network is as high as 45%. As a special industry of tourist hotels, the high staff turnover rate is very dangerous and urgent, which will bring serious economic losses and reputation losses to tourist hotels. In this paper, ZhongDiao. com makes a brief analysis of the staff turnover in Zhongling Hotel from many angles based on its seven-month investigation and study in the hotel, and puts forward some corresponding countermeasures to prevent the staff turnover.

2. Basic overview of Hangzhou Zhongling Hotel

1. Location of Hangzhou Zhongling Hotel: Hangzhou Zhongling Hotel is located in Guandu District, a fast-growing business district in Hangzhou. It is an international hotel adjacent to Hangzhou International Trade Center, the site of Hangzhou International Trade Fair, away from Hangzhou Airport and Hangzhou Railway Station. Hangzhou Bus Terminal is only a few minutes' journey. The transportation network extending in all directions makes you go to any famous scenic spot in Hangzhou under your control.

2. Facilities of Hangzhou Zhongling Hotel: The building of Hangzhou Zhongling Hotel is unique, and the Palm Bay Lounge in the lobby is magnificent; Elegant Silk Road Cafe and Fuyuan Chinese Restaurant gather Chinese and foreign cuisines; 197 rooms are comfortable and luxurious; All kinds of entertainment and leisure facilities are readily available; , should have; A variety of meeting places are equipped with international standards, fully functional audio-visual equipment, and the environment is comfortable and elegant. Whether it is a company meeting, an exhibition, a cocktail party, or an international conference, with our warm service and professional rich experience in meeting reception, your meeting will be easily successful.

3. The enterprise nature of Hangzhou Zhongling Hotel: Hangzhou Zhongling Hotel (private) under Hangzhou Zhongling Hotel Group Co., Ltd.

3. Analysis of the reasons for the staff turnover of Hangzhou Zhongling Hotel

There are many reasons for the staff turnover of Hangzhou Zhongling Hotel, and the motivation of individual job-hopping is different. On the basis of summary, China Telecom Network analyzes the reasons for the staff turnover of Hangzhou Zhongling Hotel from the following aspects:

(2) The management system of Hangzhou Zhongling Hotel for employees is too strict

Too strict management system leads to low efficiency. The procedure is too complicated, and the step-by-step examination and approval system leads to employees' failure to give full play to their talents and make them jump ship.

(3) Disrespect subordinates, obliterate their achievements, ignore the important role of employees, and dispel their passion for work

In Hangzhou Zhongling Hotel, the overall quality of managers is generally low, and Zhongdiao.com once heard such a sentence from a manager: The work done by an employee is just like not doing it. This is obviously to obliterate their achievements, and at the same time, to dispel their enthusiasm, employees' personal values are not affirmed, and they can't stand it in the long run and resign.

(4) There is no reasonable evaluation mechanism and selection mechanism

The outstanding employees of Hangzhou Zhongling Hotel must be qualified to participate in the election for one year every year. Because of the high employee turnover rate of Hangzhou Zhongling Hotel, there are very few employees who have worked for one year, and the election procedure is extremely simple. It is stipulated which day to choose, only the employees who participated in the work that day will participate in the election, and the rest employees are not present. The election scene is extremely chaotic and small collectivism.

(5) There is no effective communication within the enterprise

China Dispatching Network once conducted a survey on the greetings and non-greetings of managers in five departments: greet managers in five different departments respectively, among which managers in three departments will nod to you, while managers in two departments pretend not to see them pass by; China Dispatching Network did not say hello to five managers, and the results showed that no manager would take the initiative to say hello to you (including the manager of this department). Employees sometimes have problems to reflect to their superiors, but they are afraid of the majesty of the manager and can't reflect and solve them. Causing employees to leave.

(6) Wage income, welfare benefits, etc.

Wage benefits are average. Although it is not an important factor of employee turnover, it sometimes reflects the personal value level of employees. If the salary is average and there is no good caring working environment, employees will also resign.

Third, the impact of staff turnover on Hangzhou Zhongling Hotel

If the staff turnover rate of a hotel is too high, it will have a great impact on the hotel, which is a loss problem that cannot be ignored. Clearly recognizing the impact of staff turnover on Hangzhou Zhongling Hotel is the key to solving the problem. After careful analysis, It is concluded that the impact of staff turnover on Zhongling Hotel is as follows:

(1) The massive staff turnover has brought chaos to the management of Zhongling Hotel in Hangzhou

In Zhongling Hotel in Hangzhou, it has become a strange phenomenon that any employee who is about to leave has no intention to work some time ago, which leads to the failure to finish the task on time and breaks the daily plan, so that the phenomenon that only the post is missing often occurs, which brings some confusion to the management of Zhongling Hotel.

(2) The staff turnover of Zhongling Hotel brings certain economic losses to Zhongling Hotel

Every employee who works in Zhongling Hotel, the capital paid from recruitment to training will flow with the flow of employees to the enterprises where employees go. In order to make up for the vacancy of staff turnover, Hangzhou Zhongling Hotel has to spend money to find suitable people to replace the temporarily vacant positions, so it is necessary to recruit new employees with funds, and the new employees will be economical after they arrive.

(3) The staff turnover of Hangzhou Zhongling Hotel will affect the enthusiasm of other employees

Some staff turnover will adversely affect the mood and work attitude of other employees on the job. The loss of some employees usually leads to the loss of employees in a wider range, which is based on the influence of employees' emotional factors. Because employees work together for a long time, a small group and profound friendship will be formed. The employees who are about to lose will remind other employees that there are other choices, especially when they see that the employees who have lost from their own side have got better development or gained more benefits, the employees will be moved and their work enthusiasm will be seriously affected. Perhaps employees who have never considered changing jobs will also be ready to start looking for new jobs.

(4) According to the survey of China Central Network, the tourist market of Hangzhou Zhongling Hotel mainly comes from the following channels: a, the fixed tourist source (also known as contract tourist source) Honghe cigarette factory office in Hangzhou; Shanghai Airlines service personnel; Luqiao company; Hangzhou Railway Second Bureau, etc. B. Background tourists: * * departments at all levels related to Hangzhou (these tourists have not directly created economic benefits for Hangzhou Zhongling Hotel). C. Conference tourists (also called regular tourists): There are many conferences held in Hangzhou every year. The unique geographical location of Hangzhou Zhongling Hotel brings huge economic benefits to Zhongling Hotel. For example: GMS conference to be held in June 25, etc. D. Traffic customers: individual customers and some irregular teams. The above fixed customers and background customers are the most important economic sources of Hangzhou Zhongling Hotel. In order to better serve these two big economic customers, Zhongling Hotel has arranged a housekeeper with good skills and flexible thinking to serve them. In the long-term work, they have fully won the trust of the guests, if this part is lost. New employees don't know much about the situation of these permanent houses, and once they do something wrong, they will cause complaints from guests. The business of Hangzhou Zhongling Hotel was damaged.

(4) The training and practical operation of Hangzhou Zhongling Hotel are not organically unified

During the investigation of Hangzhou Zhongling Hotel, Zhongdiao.com participated in various trainings of Hangzhou Zhongling Hotel according to regulations, and as a result, Zhongdiao.com found that training and practical application could not be organically combined. When training skills, only talk about theory without personal demonstration; When training a foreign language, the main personnel are the heads or managers of all departments, and there is no special trainer for training. Because the supervisor or manager's education level is low, he often makes mistakes in training, and the service personnel are afraid that the majesty of the supervisor or manager will not be corrected in time, so the effect is not very obvious. Moreover, Hangzhou Zhongling Hotel lacks a language environment, and most of the tourists who come to Hangzhou Zhongling Hotel come from China, so it is difficult for a few foreigners to stay in a year. Therefore, Hangzhou Zhongling Hotel should pay attention to the organic unity of training and practical operation, and master the four-step method commonly used in international hotels: TELLYOU)； how to do it; Show you; Follow me; Check you; Professional personnel should be selected for foreign language training, or employees should be encouraged to attend training courses in various ways.

(5) Educate employees regularly

Kevin Murphy, senior vice president of p>LANGHAM Development Department, said: "Hotels also belong to the service industry, but most people don't know enough about the whole industry, and there is still a process of changing their concepts." Especially in China, people often have misconceptions about the hotel industry, and think that engaging in the hotel industry is a cheap industry. Therefore, one of the main means to stabilize employee turnover is to educate and persuade employees frequently, and make full use of multimedia and other tools to make employees realize the development prospect of the hotel industry and the basic operating conditions and foundation of the hotel industry.