From hospitality work to hospitable working: a hotel case study on increasing productivity and decreasing staff turnover

Date
2008-02-11
Authors
Harris, C
Williamson, D
Supervisor
Item type
Conference Contribution
Degree name
Journal Title
Journal ISSN
Volume Title
Publisher
Griffith University
Abstract

This paper presents the case study of the James Cook Hotel Grand Chancellor, a New Zealand hotel that has reduced staff turnover through focusing on two particular drivers of productivity - Creating a Productive Workplace Culture and Measuring What Matters. The theoretical foundations of employee turnover and productivity in hospitality are discussed in the literature review. Particular focus is placed on the importance of congruence between individuals' specific job wants and organisational climate to retain employees. Interviews with a range of the hotel's managers were conducted in 2007, to develop a single site case study. In an industry described as having a 'culture of turnover', learning from a hotel that has successfully reduced staff turnover and created an organisational culture which encourages and rewards productivity is of crucial importance.

Description
Keywords
Tourism , New Zealand , Management , Hospitality industry , Personnel management , Case studies , Employee retention , Hotels , Labor turnover , Statistics
Source
Presentation at 18th Annual Council for Australian University Tourism and Hospitality Education (CAUTHE) Conference: Tourism and Hospitality Research, Training and Practice: "Where the bloody hell are we?" published in: Richardson, Scott (Editor); Fredline, Liz (Editor); Patiar, Anoop (Editor); Ternel, Megan (Editor). CAUTHE 2008: Tourism and Hospitality Research, Training and Practice; "Where the 'Bloody Hell' Are We?". Gold Coast, Qld.: Griffith University, pp.1014-1031.
DOI
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