What should be the normal staff turnover rate in the hotel industry?

Investigation case 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 main symptoms of the hotel industry, which is not only a problem in individual regions, but also a common phenomenon in the whole industry. The high staff turnover rate has always been a difficult problem for hotel management. The normal turnover rate of other industries should be around 5%- 10%, and the turnover rate of employees in labor-intensive tourist hotels should not exceed 20%. However, the number of tourist hotels in China far exceeds this figure. According to insiders, the staff turnover rate of this hotel surveyed by China Telecom Network is as high as 45%. As a special industry, the high staff turnover rate in tourist hotels is very dangerous and urgent, which will bring serious economic losses and reputation losses to tourist hotels. This article is re-carved. On the basis of a 7-month investigation of Zhong Ling hotels, com Company briefly analyzes the staff turnover of hotels from various angles, and puts forward corresponding countermeasures to prevent the staff turnover.

Second, the basic situation of Zhong Ling Hotel.

1. Zhong Ling Hotel Hangzhou Location: Zhong Ling Hotel Hangzhou is located in Guandu District, a rapidly developing business district in Hangzhou. It is an international hotel adjacent to the website of Hangzhou International Trade Center and Hangzhou International Trade Expo, and far away from Hangzhou Airport and Hangzhou Railway Station. Hangzhou bus terminal is only a few minutes away. The transportation network extending in all directions allows you to go to any famous scenic spot in Hangzhou under your control.

2. Hangzhou Zhong Ling Hotel Facilities: Hangzhou Zhong Ling Hotel has a unique building and the Palm Bay Lounge in the lobby is magnificent; Elegant Silk Road Cafe and Fuyuan Chinese Restaurant bring together Chinese and foreign cuisines; 197 room is comfortable and luxurious; All kinds of entertainment and leisure facilities are readily available; , there should be; Various meeting places are equipped with audio-visual equipment with international standards and complete functions, and the environment is comfortable and elegant. Whether it is a company meeting, exhibition, cocktail party or international conference, your meeting will be easily successful with our warm service and rich professional experience in meeting reception.

3. The corporate nature of Hangzhou Zhong Ling Hotel: Hangzhou Zhong Ling Hotel (private) under Hangzhou Zhong Ling Hotel Group Co., Ltd.

Thirdly, the reason analysis of staff turnover in Zhong Ling Hotel.

There are many reasons for staff turnover in Hangzhou Zhong Ling Hotel, and the motivation of individual job-hopping is also different. On the basis of the summary, Zhongdiao.com analyzed the reasons for staff turnover in Zhong Ling hotels from the following aspects:

1 Managing positions and job hopping.

(2) The management system of Zhong Ling Hotel is too strict.

Too strict management system leads to inefficiency. The procedure is too complicated, and the step-by-step examination and approval system makes employees unable to give full play to their talents and let them quit.

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

In Hangzhou Zhong Ling Hotel, the comprehensive quality of managers is generally low. China Dispatching Network once heard a manager say: An employee does the work as if he didn't do it. This is obviously to erase their achievements, but also to dispel their enthusiasm, employees' personal values are not affirmed, and in the long run, they can't stand it and resign.

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

Zhong Ling Hotel must have one-year employee qualification every year to participate in the election. Due to the high staff turnover rate of Zhong Ling Hotel, there are few employees who have worked for one year, and the selection procedure is extremely simple. When to choose, only the employees who took part in the work that day participated in the election, and the rest of the employees were not present. The election scene is extremely chaotic, and small collectivism is extremely prominent. Really outstanding employees are not selected, which denies their achievements and their personal value cannot be obtained.

(5) There is no effective communication within the enterprise.

China Dispatching Network once conducted a survey on the greeting and non-greeting of five department managers: greet the managers of five different departments respectively, and the managers of three departments will nod to you, while the managers of two departments pretend not to see them pass by; China Dispatching Network didn't 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 managers and cannot reflect and solve them. Causing employees to leave.

(6) Wage income and welfare benefits are average.

Average salary, although not an important factor in employee turnover, sometimes reflects the personal value level of employees. If the salary is average and there is no good and caring working environment, employees will also resign.

Third, the impact of Zhong Ling Hotel staff turnover on the hotel.

If the staff turnover rate of a hotel is very high, which has a great impact on the hotel, it is a problem that can not be ignored. It is the key to solve the problem to recognize the influence of staff turnover on Zhong Ling hotels. After careful analysis, it is concluded that the impact of staff turnover on Zhong Ling hotels is as follows:

(1) A large number of staff turnover has brought confusion to the management of Hangzhou Zhong Ling Hotel.

In Zhong Ling Hotel, it has become a strange phenomenon that any employee who is about to leave his post has no intention to work for a period of time, which leads to the failure to finish the task on time and break the daily plan, which often leads to the phenomenon of only missing posts, which brings some confusion to the management of Zhong Ling hotels.

(2) The staff turnover of Zhong Ling Hotel has brought certain economic losses to Zhong Ling Hotel.

For every employee who works in Zhong Ling Hotel, the capital paid from recruitment to training will flow with the employees flowing to the enterprise. In order to make up for the vacancy of employee turnover, Hangzhou Zhong Ling Hotel has to spend money to find suitable people to replace the temporarily vacant positions, so it costs money to recruit new employees, and it also costs a certain amount of economic cost to train new employees after they come.

(3) The staff turnover of Zhong Ling Hotel will affect the enthusiasm of other employees.

The loss of some employees will have a negative impact on the mood and work attitude of other employees. The loss of some employees usually leads to a wider range of employee loss, which is based on the influence of employee emotional factors. Because employees work together for a long time, they will form a small group and a deep friendship. Employees who are about to lose will remind other employees that there are other options, especially when they see that employees who have lost from their own side have got better development or gained more benefits, employees will be moved and their work enthusiasm will be seriously affected. Perhaps employees who have never considered job-hopping will also be ready to start looking for new jobs.

(4) According to the investigation of China Central Network, the tourist market of Zhong Ling Hotel in Hangzhou mainly comes from the following channels: a, the office of Hangzhou Honghe Cigarette Factory, which is a fixed tourist source (also called contract tourist source); Shanghai aviation service personnel; Luqiao company; Hangzhou Railway Second Bureau, etc. B. Background tourists: * * Relevant departments at all levels in Hangzhou (these tourists have not directly created economic benefits for Hangzhou Zhong Ling Hotel). C. Conference tourists (also called ordinary tourists): There are many conferences held in Hangzhou every year. The unique geographical location of Hangzhou Zhong Ling Hotel has brought great economic benefits to Zhong Ling Hotel. For example: GMS meeting to be held in June 2005, etc. D. Traffic customers: individual customers and some informal teams. The above-mentioned regular customers and background customers are the most important economic sources of Hangzhou Zhong Ling Hotel. In order to better serve these two economic customers, Zhong Ling Hotel has arranged a housekeeper with good skills and flexible thinking to serve them. In the long-term work, they have completely won the trust of the guests, if this part is lost. New employees don't know much about these permanent houses, and once they do something wrong, they will cause complaints from guests. The business of Hangzhou Zhong Ling Hotel was damaged.

(4) There is no organic unity between the training and actual operation of Hangzhou Zhong Ling Hotel.

During the investigation of Zhong Ling Hotel in Hangzhou, China Dispatching Network participated in various trainings of Zhong Ling Hotel in Hangzhou as required. Results China Dispatching Network 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 various departments, and there is no special trainer for training. Because the supervisor or manager has a low education level, 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 obvious. Moreover, Zhong Ling Hotel in Hangzhou lacks a language environment, and most of the tourists who come to Zhong Ling Hotel in Hangzhou come from China, so it is difficult for a few foreigners to stay in a year. Therefore, Hangzhou Zhong Ling Hotel should pay attention to the organic unity of training and practical operation, and master the four-step method commonly used in international hotels: tell you); How to do it; Show it to you; Follow me; Check you; Professionals should be selected for foreign language training, or employees should be encouraged to attend training courses in various ways.

(5) Conduct ideological education for employees frequently.

Kevin murphy, senior vice president of 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 to change their concepts." Especially in China, people often misunderstand the hotel industry and think that it is a cheap industry. Therefore, one of the main means to stabilize employee flow is to educate and persuade employees frequently and make full use of multimedia and other tools to make employees realize the development prospect of hotel industry and the basic operating conditions and foundation of hotel industry.