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1C : It might be better. It is supposed that most of my duties are fixed but it doesn’t work like this in reality.

1C : It might be better. It is supposed that most of my duties are fixed but it doesn’t work like this in reality.

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Data collected after the interview:

Question

What are the

reasons why

front line staffs

in hotel decided

to leave soon?



What is the key

main reason

lead to the

issue?

What is the

solution



Findings

1A

Unbalance worklife

Payments not in line with

responsibilities &

workload

Low trust level in middle

management



Supervising support



1B

Stress factors

Poor work life

balance

Payments not

in line with

duties



2A

Too many duties

Poor functioning

reward system



Too many duties ,

Inability of combine not combined with

work with studies

studies



Payments not in

line with

responsibilities &

workload

No involvement in

decision making



Leadership



Every individuals



Conduct leadership and

task trainings to managers Flexible policy



2B



Manager assigns the



should have a



which works



suitable workload to



mentor to



the best and



the team members



communicate and



should be



receive the



taken first?



coaching.



2C

Workload

Leadership

Unclear tasks



Inability of

combine work

with studies



Train managers to

understand how to

handle guests,

manage the

workload for team



2D



3A



3B



Lack of

financial

rewards and

bonuses

Poor

management

Biased

attitude



Low trust

Inability of

level in

management to

implement hotel

middle

management

policies into

practice



Lack of supervising

experience and

competencies.



Low trust

level in

middle

management



Middle



Train in time Recruit trainees to



management

training increase.



Stress factors



and task



balance the



management



workload for the

team



coaching



53



APPENDIX

Current KPIs Report from Human Resources Department in 2018

Performance indicators

I

Per shift

1 Number of failures at work

2 Number of required tasks

II

Efficiency

1 Efficiency of employees in service delivery

2 Time used

3 Schedule roaster

III Quality

1 Percent of mistakes, which do not meet quality criteria

2 Number of complains

3 Quality of internal and external services

IV Service plan tracking

1 Percent of service requests finished ahead

2 Percent of service requests finished late

V

People Management

1 Compliance with regulations and attitude at work

2 Lost workdays due to illness/personal issues

3 Ensure an effective interaction is maintained with other teams and



Staff



Executive



X

X



X

X



X

X

X



X

X

X



X

X



X

X

X



X

X



X

X



X

X

X



X

X



departments

1

2

3

4



Evaluation results from the HR department

Complete job satisfaction

Turnover rate

Employee‟s proposals for innovations

Provide support and input to continuous improvement activities within the



X

X

X

X

X



team

5 Ensure quality of training course for services and processes within the team



X



6 Deal with personnel issues in line with hotel policy and agreements

7 Feedback to the Management team to share ideas and improve operation



X

X



54



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