Strategies for Low Employee Turnover in the Hotel Industry

Strategies for Low Employee Turnover in the Hotel Industry by Odetha A. Davis MBA, University of the West Indies, 2010 BSC, University of the West Indies, 2004 Doctoral Study Submitted in Partial Fulfillment of the Requirements for the Degree of Doctor of Business Administration Walden University April 2018 Abstract Employee turnover affects the profitability, performance, and customer service of an organization. The purpose of this multiple case study was to explore strategies that leaders in the hotel industry used to maintain a low rate of employee turnover. Motivation-hygiene theory was the conceptual framework for the study. The study population included 9 hotel leaders from 2 international hotels operating in Jamaica.Employee turnover affects the profitability, performance, and customer service of an organization. The purpose of this multiple case study was to explore strategies that leaders in the hotel industry used to maintain a low rate of employee turnover. Motivation-hygiene theory was the conceptual framework for the study. The study population included 9 hotel leaders from 2 international hotels operating in Jamaica. Methodological triangulation involved the comparison of data from observation of hotel facilities and leaders’ interactions with employees, review of company documents, and semistructured interviews. Data were analyzed into emerging themes using a Gadamerian hermeneutics framework of interpretation. Four major themes emerged from the data analysis: effective leadership strategies, favorable human resource management practices, good working conditions, and a family-oriented organizational culture. Analysis of the data showed that hotel industry leaders used a combination of these strategies to maintain low rates of employee turnover. The findings and recommendations may contribute to positive social change by providing hotel leaders with effective retention strategies, resulting in increased profitability and potential income continuity, thereby decreasing unemployment and moderating poverty. Strategies for Low Employee Turnover in the Hotel Industry by Odetha A. Davis MBA, University of the West Indies, 2010 BSC, University of the West Indies, 2004 Doctoral Study Submitted in Partial Fulfillment of the Requirements for the Degree of Doctor of Business Administration Walden University April 2018 Dedication I dedicate this doctoral study to my husband, Kevin, and to my children, Aprille and Aiyanna. Your steadfast belief in me encouraged, inspired, and motivated me throughout this journey. Without your support and sacrifice, I would not have been able to complete this study and achieve this great accomplishment. Acknowledgments Firstly, I would like to thank Jehovah God for giving me the strength and courage to complete this study. Secondly, I would like to thank my Chair, Dr. Richard Snyder, for his unwavering support and mentorship throughout this journey. I also acknowledge and extend gratitude to my second committee member, Dr. Annie Brown, and University Research Reviewer Dr. James Savard. I sincerely appreciate all the invaluable feedback and guidance provided throughout this process. Finally, I would like to thank the research participants for sharing their expertise and contributing to the expansion of the literature on employee turnover in the hotel industry.