As employee turnover is still one of the most critical issues facing the hospitality industry, the study is done to find out if reasons for employee turnover in housekeeping department among Rochester hotels have changed from Monica Tembi's 1991 study to 1996. A convenience sample was selected for this study. The survey population was 12 hotels and motels that are members of the Rochester Hotel and Motel Association. The questionnaire was designed by Monica Tembi and later approved by the Rochester Hotel and Motel Association. It is a four-page questionnaire. The data gathered and analyzed are used the Statistical Package for the Social Sciences (SPSS). The imputed data are run frequency tables, groups t-test, cross-tabulated to analyze. The frequency tables are easy to compare between 1991 and 1996 results. The cross tabulations are to find out that if there are relationships among questions. The results show that there are some reasons for employee turnover in housekeeping department such as not having enough supplies and poor quality of supervision have been changed and improved. The poor wages and working on weekends are still major problems that the housekeepers indicated that would be dissatisfied with their job in turn to leave. Most respondents said that they have not had a promotion since they started working in their hotel. This factor is worse than 1991. Other findings and points are discussed in chapter three and four. Employee turnover can not be eliminated in service industry. However, it is important and necessary for hotels to develop or update strategies to reduce turnover and retain good employees.
Library of Congress Subject Headings
Hotel housekeeping--Management--New York (State)--Rochester--Case studies; Labor turnover--New York (State)--Rochester--Case studies
Department, Program, or Center
School of Food, Hotel and Tourism Management (CAST)
Chien, Hsiang-Mei, "Changes in employee turnover in housekeeping department of Rochester hotels: 1991 vs 1996 Case study" (1997). Thesis. Rochester Institute of Technology. Accessed from
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