Turizam Volume 20, Issue 4-1
CALCULATING THE COST OF TURNOVER AT 5-STAR HOTELS IN TURKEY BETWEEN 2000 AND 2016
Authors: Akın AksuA, Dilara Bahtiyar, İrem Deveci, Yavuz Koç
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.
Keywords: Employee turnover, costs, Tourism
Article info: 168-179
Received: October 2016 | Accepted: December 2016