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Staff turnover in front office

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on 13 September 2013

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Transcript of Staff turnover in front office

design by Dóri Sirály for Prezi
Outline
Introduction
Analysis of the collected data
Reasons
Impacts
Solutions and recommendations
Conclusions
Introduction
Front Office
Front part of the hotel

Customer relationship Loyalty

Know about the products and services offered
Examples
Reception
Cashier
Reservations
Telephone operator
Concierge
Guest services
Bell desk
Turnover and employee turnover
Turnover Multiple meanings

Employee Turnover Different meaning

Employee/staff Turnover
Definition Rate at which a company loses staff

Really old concept

Hospitality has one of the highest rates

The appropriate rate should be around 25%
Recruiting
Define the need
Question
High rate – Bad or good?
Reasons
Personal reason
Interest
Discrimination
Working environment
Intensive relationship
Leadership
Long working hours and unhealthy shift patterns
Social life
Stress
Promotion system
Impacts
Solutions and recommendations
On-the-job
Exiting
More challenge
Get rid of the staff with low productivity
Tricks
Low productivity
Contribution
More cost
Decrease of the employee's enthusiasm
Decreasing of customer satisfaction
Changes in the
company's culture
Culture: hard to teach
New team has new culture
Thank you
for
your attention!

Less than other industries
Salaries
Analysis of the
collected data

Conclusion
What is “employee turnover” ?

Reasonable rate of employee turnover on front office (Europe)?

Reasons are behind the high/low rate?

Effects on hotels?

Solutions to fix the rate?
Objectives
Before
After
Extra work to other staffs
Recruiting
Interviewing
Training
Impacts of staff turnover in Swiss Hotels
Limitations


The research is only based on 3 star hotel in Switzerland

The information were mainly collected from west part of Switzerland

Most of the questionnaires were answered by basic level staff
Incentive mechanism
Morges (2)
Lausanne (4)
Bulle (4)
Basel (2)
Estavayer-le-lac (1)
Fribourg (2)
select the candidates
(CHF)
REFERENCE
long time process
What is main reason that

you are not satisfied with your current job
Staff turnover in front office
Switzerland
Full transcript