Human Resource Management Best Practices for Tourism Industry

Zusatztext

Operational employees play a pivotal role in delivering superior service quality to customers or converting aggrieved customers into satisfied and loyal ones. However, high workforce turnover rate, especially on operational level employees has been one of the most pressing issues of the global hotel industry. Managing staff turnover to improve retention can lead to better recruitment, lower costs, improved morale and a better knowledge base. Turnover fluctuates with economic cycles and during a recession, for example, often falls. This may disguise underlying problems (such as dissatisfied staff or lack of new talent), so it is important to manage the underlying factors relating to turnover, even though turnover itself may not always be a problem.

Autorenportrait

Leila Radmand is currently a lecturer and researcher in the fields of business intelligence, Human Resource and Leadership in tourism Industry. She received her Phd degree in Business Management from Universiti Teknologi MARA, Malaysia. She has more than six years professional experiences in tourism and hospitality industry.

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