Tải bản đầy đủ - 0trang
1C : It might be better. It is supposed that most of my duties are fixed but it doesn’t work like this in reality.
Data collected after the interview:
What are the
front line staffs
in hotel decided
to leave soon?
What is the key
lead to the
What is the
Payments not in line with
Low trust level in middle
Poor work life
in line with
Too many duties
Too many duties ,
Inability of combine not combined with
work with studies
Payments not in
No involvement in
Conduct leadership and
task trainings to managers Flexible policy
Manager assigns the
should have a
suitable workload to
the best and
the team members
Train managers to
understand how to
workload for team
Lack of supervising
Train in time Recruit trainees to
workload for the
Current KPIs Report from Human Resources Department in 2018
1 Number of failures at work
2 Number of required tasks
1 Efficiency of employees in service delivery
2 Time used
3 Schedule roaster
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
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
Evaluation results from the HR department
Complete job satisfaction
Employee‟s proposals for innovations
Provide support and input to continuous improvement activities within the
5 Ensure quality of training course for services and processes within the team
6 Deal with personnel issues in line with hotel policy and agreements
7 Feedback to the Management team to share ideas and improve operation
1. UNWTO Tourism Highlights: 2018 Edition | World Tourism Organization. [cited
2019Jul24]. Available from:
2. Hotel Survey 2018 [Internet]. Grant Thornton Vietnam | Audit | Tax | Advisory |
Outsourcing. [cited 2019Jul24]. Available from:
3. Koushan D. Vietnam’s Tourism Industry Continues its Growth in 2018 [document
on the internet]. The Vietnam Tourism Association;2019[cited 2019 July 25].
4. Mohamad H.A, Nurzeti R.A. Turnover of hotel managers: Addressing the
of psychological contract and affective commitment. World Applied
Sceinces Journal. 2010;10; 01-13
5. Alan, S. Z. R., Radzi, S. M., Hemdi, M. A., Othman, Z., & Mara, U. T. An
Empirical Assessment of Hotel Managers’ Turnover Intentions: The Impact of
6. Aizzat Mohd Nasurdin, Tan Cheng Ling, Sabrina Naseer Khan. The relation
between turnover intention, high performance work practices, and organizational
commitment : a study among private hospital nurses in Malaysia.Asian Academy
of Management Journal.2018;23(1);23–51
7. Ongori, H.A review of the literature on employee turnover. American journal of
8. Zopiatis A., Constanti P. & Theocharous A. 2014. Job involvement, commitment,
satisfaction and turnover: Evidence from hotel employees in Cyprus. Tourism
Management 41, 129-140.q
9. Ellepola MG. Reducing employee turnover in apparel manufacturing industry: case
study.i-Manager's Journal on Management. 2013;8(3):42-46.
10. Lashley C. Costing staff turnover in hospitality service organisations. Journal of
Services Research. 2002;1(2):3-24.
11. Simons T, Hinkin T. The effect of employee turnover on hotel profits: A test across
multiple hotels. Cornell Hospitality Quarterly. 2001;42(4):65.
12. Shaw N,Deery M.An Investigation of the Relationship between Employee
Turnover and Organizational Culture. Journal of Hospitality & Tourism Research.
1999; (4); 387-400.
13. Surji K.The negative effect and consequences of employee turnover and retention
on the organization and its staff. European Journal of Business and
14. Bryant P. C,Allen D. G.Compensation, benefits and employee turnover HR
strategies for retaining top talent. Compensation and Benefits Review.2013; 45 (3);
15. Dess G.& Shaw D.200. Voluntary turnover, social capital, and organizational
performance. Academic Management Review 26 (3).446-56
16. Luna-Arocas R, Camps J. A model of high performance work practices and
turnover intentions. Personnel Review. 2008;37(1):26.
17. Zuber A.A career in food service cons: high turnover. Nations Restaurant
18. Surienty L, Ramayah T, Lo M, Tarmizi AN. Quality of work life and turnover
intention: a partial least square (PLS) approach. Soc Indic Res. 2014;119(1):405420.
19. O'Neil, R.,Greenberger, E.Patterns of commitment to work and parenting:
Implications for role strain. Journal of Marriage and the Family.1994;101-112.
20. Green AE, Miller EA, Aarons GA. Transformational leadership moderates the
relationship between emotional exhaustion and turnover intention among
community mental health providers. Community Ment Hlt J. 2013;49(4):373-9.
21. Lee TW, Mitchell TR, Sablynski CJ, Burton JP, Holtom BC. The effects of job
embeddedness on organizational citizenship, job performance, volitional absences,
and voluntary turnover. Academy Of Management Journal. 2004;47(5);711-22.
22. Angle HL, Perry JL. An empirical assessment of organizational commitment and
organizational effectiveness. Administrative Science Quarterly. 1981;26(1);1-4.
23. Mowday RT, Porter LW, Steers RM. Employee organization linkages: The
psychology of commitment, absenteeism, and turnover. New York: Academic
24. Vandenberghe C, Bentein K, Stinglhamber F. Affective commitment to the
organization, supervisor, and work group: Antecedents and outcomes. Journal Of
Vocational Behavior. 2004;64(1);47-71.
25. Lee TW, Mitchell TR. An alternative approach: The unfolding model of voluntary
employee turnover. Academy Of Management Review. 1994;19(1);51-89.
26. Kwantes CT. Organizational commitment, intellectual capital and organizational
competitiveness. South Asian Journal Of Management. 2007;14(3);28.