A Case Study into the Benefits of Management Training Programs: Impacts on Hotel Employee Turnover and Satisfaction Level

Keywords

management training, turnover, employee satisfaction, exit surveys

Abstract

Demonstrating the effectiveness of human resources (HR) programs has been a dilemma for HR professionals for years. This study addresses that problem and takes a step in closing the gap in the lodging industry. The researchers reviewed the effects of rigorous management training programs that focused on frontline leaders and their relationship with the employees who interact with guests. Data from a 2-year period (during and after the intervention) were analyzed based on employee-related factors, primarily turnover and employee satisfaction as measured by exit surveys. The researchers measured the impact of training over time. The results suggest this approach can be used by HR professionals to argue that management training programs lead to greater employee satisfaction and a reduction of employee turnover that offsets the cost of the training.

Publication Date

12-9-2009

Original Citation

Choi, Y. & Dickson, D.R. (2010). A Case Study into the Benefits of Management Training Programs: Impacts on Hotel Employee Turnover and Satisfaction Level. Journal of Human Resources in Hospitality & Tourism. 9(1), 1-14.

Number of Pages

103-116

Document Type

Paper

Language

English

Source Title

Journal of Human Resources in Hospitality and Tourism

Volume

9

Issue

1

College

Rosen College of Hospitality Management

Location

Rosen College of Hospitality Management

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