Front line staff turnover & retention at Majestic Saigon Hotel

Abstract

The most important feature of the hospitality sector is that it is based on human element and it is labor intensive. Since one of the competitive advantages of a hotel business is the customer service, it is crucial to manage its people assets. The customer satisfaction in hotel accommodation will be greatly depend on the success of the personnel. Nevertheless, there is a rising problem of staff leaving as opposed to the ongoing growth of tourism industry and important extension of job possibilities in Ho Chi Minh City. It is demanding for hotel itself to attract and retain qualified experts. Reducing the rate of staff leaving and keeping them involved in activities is the option to lessen economic losses and maintain competitiveness. This thesis aims at investigating the causes of Majestic hotel’s present changes in front office personnel. A qualitative research methods via in-depth interviews with the objective of gaining preliminary perception of human resource management at Majestic hotel. The goal was to gather more comprehensive data in order to get a further idea of their work. The findings are discussed in details in the research along with some recommendations for the hotel and management board to improve turnover rate in the hotel.