Improving Employee Retention in Hospitality: A Case Study

Brief:
Lindsay Alanson is a 15-year experienced professional that has moved up the hospitality ranks through her hard work and effective management style. One of the best programs developed by Lindsay in the past has been an initiative to increase motivation for the lower paid employees. Lindsay has now been recruited by Grand Chancellor Resort to take on the challenge of lowering the employees’ 20% retention rate as the quick turnover of employees is costing the resort an excess amount of money. Not only would the resort like to cut the cost of the hiring process but also maintain the reputation of best places to work as they were finalist in the best places to work awards in 2006.

Predicament:
The main challenges that Lindsay will face

The challenge that Grand chancellor hotel is facing is very critical because it is one of the problems that can affect the bottom line. The first thing is the quality of the service that their guest are receiving. Their employees are already complaining that they are frustrated about turnovers and are being disrupted by the quick changes happening in the organization. This creates a sense of urgency for Lindsay to come up with an effective solution as employees often start leaving one after the other creating a chain affect and impacting the workload on those that have been

Create an open floor for questions and feedback on all concerns of the job.

Pros: Will gain valuable insights directly from your employees. Humanize the management team by having group interactions. Acknowledging employees will give them a sense of pride and ownership of their day to day work.

Cons: This will be very time consuming and will take time to coordinate, to speak to all staff and organize a structured meeting. Meeting may not be successful if not arranged correctly.

Rationale: Feedback processes, system control is maintained through feedback. Corrective feedback serves to keep a system on a steady course. Miller, K. (2006). Asking the long term employees what tools and resources they may need to perform their job to the best of their ability is essential to providing quality service to the guest at the hotel. “Sharing Information, employees can only contribute if they have adequate information about their own jobs and about the performance of the organization as a whole”Miller, K. (2006)

Recommendation #3: Hire new staff immediately and make sure that they are receiving extensive training. Potentially hire an on call staff to provide extra support for peak time of