Journal of Human Resources in Hospitality & Tourism · 2009 · 126 citations · 14 references
ManagementHospitality ManagementHuman Resource ManagementHotel ManagementLeadership DevelopmentLodging OperationsEmployee RetentionEmployee TrainingEmployee Turnover AnalysisHotel Human Resource ManagementHuman Resource StrategyRetention In OrganizationsCase Study EvaluationEmployee Satisfaction AnalysisEmployee Satisfaction SurveysEmployee Training In HotelsEmployee Turnover RateLongitudinal Case StudySatisfactionTurnover In Hospitality Organizations
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.
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