Abstract
The hospitality industry inherently involves high levels of staff-customer interactions and high turnover rates, which can potentially have a negative effect on the nature of those relationships, increase costs, and lower revenues. This study collects data for seven hotel positions (housekeeper, reservation chief, food & beverage manager, front office manager, accounting clerk, kitchen staff, and technical service manager) from nineteen 5-star hotels in Turkey from 2000 to 2016. The estimated costs in 2016 of turnover for a housekeeper was between 2,179 US$ and 5,475 US$, between 2,009 US$ and 7,221 US$ for a reservation chief, between 8,283 US$ and 29,996 US$ for a food & beverage manager, and between 11,555 US$ and 24,391 US$ for a front office manager. The paper also discusses the implications of these findings.
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