Assessment of the effects of employee turnover on service delivery in selected hotels in Kawempe division, Kampala district

Abstract

The study assessed the effects of employee turnover on service delivery in selected hotels in Kawempe division, Kampala district. The specific objectives were (i) to assess the causes of employee turnover in hotels (ii) to examine the effects of employee turnover on service delivery and (iii) to examine strategies that can be applied to reduce employee turnover. The study employed a case study design the target population was 120 employee’s of J-Freigh Hotel, Makerere Guest House and SS-Hotel. Radon sampling was employed and 6o respondents were interviewed using a structured questionnaire. The responses were coded, entered in SPSS to create a data and alter analyzed to generate statistical summary. The study revealed that the hotels experienced employee turnover caused by low pay, lack of career guidance, unacceptable employment benefits, lack of career development opportunities, poor work environment and lack of retention strategies affected organization productivity to a great extent. High rate of employee turnover impacted negatively on hotel service delivery since most of the experienced and highly productive workers left and it took a long time to recruit new staff. Lack of staff training denied the employees with an opportunity for skills development and this encouraged most of the employees to leave the hotels and seek jobs in organizations that offered career development opportunities. The hotel management was not commitment to employees’ skills development and this hampered exposure of employees. Most respondents felt that the hotel should employ various measures to manage employee turnover such as increment of salary, offering training and developments, improving leadership style as means of challenging turnover, decreasing the work load is a good solution to minimize the rate of turnover and give equal opportunity for gender related has to consider as a solution to minimize the level of turnover. It is from these results that the study recommended that the hotel managements should employ strategic strategies such as increased salaries and remuneration, providing recognition, and individual growth opportunities, and also the management should offer various technical certification courses that help employees to enhance their knowledge needs