Abstract
This paper examines the increasing turnover in the hotel industry, which has a negative influence on the quality of services provided, as well as customer satisfaction. Hotel managers are forced to hire new employees in order to secure smooth hotel operations as well as replace those employees who have left for their competitors. Newly hired employees need to be instructed and trained, which has a negative influence on hotel costs. We assume that both an employee’s age and the level of education determines the quality of their performance at work, as well as their personal stability, thus having an influence on business sustainability. This paper analyzes the age and education diversification of employees in four-star and five-star hotels in Slovakia, and its impact on employee turnover. The research was undertaken in 2019, with a research sample comprising 1085 individuals employed in selected chain and independent hotels. We examined the opinions of employees from different ages and education levels about their retention and changes of employment. Statistical testing confirmed the relation between turnover and the educational level of the employees. However, the correlation between turnover and age was rejected. We analyze the different perceptions of retention and job change of employees from different age groups. The revelation of the causes as to why employees might leave a hotel could help managers change their philosophy and the processes of human resources management in favor of developing a sustainable company.
Highlights
The ever-changing business world is confronting new challenges with respect to its operational activities; business organizations are beginning to recognize that addressing sustainability issues will deliver benefits to society, the environment, and to the companies themselves
The subject of our research is the examination of the current state of employment and the reasons for employee turnover in independent and chain hotels in Slovakia based on age category and level of education
The hospitality industry is an important part of the tourism sector as by providing accommodation, food and drink services, and complementary services, it satisfies the needs of customers and tourism visitors [17]
Summary
The ever-changing business world is confronting new challenges with respect to its operational activities; business organizations are beginning to recognize that addressing sustainability issues will deliver benefits to society, the environment, and to the companies themselves. The employment growth forecast for tourism over the two decades is 1.9% on a year-to-year basis, which is 0.7% more than the growth forecast for the global economy These facts indicate that work in the hospitality industry is attracting an increasing number of people. Employment in the hospitality industry is challenging, and what is required of employees in terms of service provision is constantly increasing. Not all hospitality industry graduates from secondary schools and universities meet the prerequisites for management work in this challenging environment: organizing working times and maintaining quality personal contact with different customers at a relatively low rate of pay [8]. The subject of our research is the examination of the current state of employment and the reasons for employee turnover in independent and chain hotels in Slovakia based on age category and level of education. The intention is to compare our research results with foreign research studies and apply age management in order to achieve a competitive advantage and the use of human potential with respect to different age groups
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