Strategies for Retaining Night Audit Employees

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Question Description

In each week of this course, you will research and select three (3) peer-reviewed, scholarly sources to develop an annotated bibliography that you can use in your Doctoral Study. You will need to take the three sources and synthesize the references into a single narrative annotated bibliography that compares/contrasts or supports your study. For example, you may develop three references that will fit into the Nature of the Study (or any other component) and then the synthesized version will help you in developing your Prospectus/Proposal. Please see this week’s Learning Resources for the Sample Annotated Bibliography Template, which you should use to complete your annotated bibliography.


Post your synthesized annotated bibliography narrative that includes an explanation of how these references relate to one or more components of your Doctoral Study and incorporates specific references to the Doctoral Study Rubric.

Refer to the Week 5 Discussion 2 Rubric for specific grading elements and criteria. Your Instructor will use this rubric to assess your work.



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Problem Statement

There is an overwhelmingly high rate of turnover in hotels (Ramall, 2014). Among all departments that exist in hotels, the front office desk has the highest turnover rate (Francis, 2017). According to the U.S. Bureau of Labor Statistics (2018), there were around 935,000 employee separations from hotel front desks in March 2017, and this grew to 957,000 employee separations. The general business problem is that the high rate of turnover among hotel front desk positions may lead to poor customer service and lost profits. The specific business problem is that some hotel leaders lack strategies for retaining front desk night audit employees.

Purpose Statement

The purpose of this qualitative study is to explore strategies some hotel leaders use for retaining night audit employees.

The population of the study involves hotels that have a low turnover during the night audit shift, in Virginia Beach, VA.  The implication for positive social change is the availability of more jobs, job security, continued employment, which in effect improve standards of living.

Research Question

  What retention strategies do hotel leaders use for  retaining front desk night audit employees?

                                                  Interview Questions


What strategies does the company use to retain the night auditors?


What are the benefits offered to retain the night auditors?


What are the wages offered to retain the night auditors?


What does the company offer the night auditor who wants to discontinue employment to retain them?

 

 

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Problem Statement There is an overwhelmingly high rate of turnover in hotels (Ramall, 2014). Among all departments that exist in hotels, the front office desk has the highest turnover rate (Francis, 2017). According to the U.S. Bureau of Labor Statistics (2018), there were around 935,000 employee separations from hotel front desks in March 2017, and this grew to 957,000 employee separations. The general business problem is that the high rate of turnover among hotel front desk positions may lead to poor customer service and lost profits. The specific business problem is that some hotel leaders lack strategies for retaining front desk night audit employees. Purpose Statement The purpose of this qualitative study is to explore strategies some hotel leaders use for retaining night audit employees. The population of the study involves hotels that have a low turnover during the night audit shift, in Virginia Beach, VA. The implication for positive social change is the availability of more jobs, job security, continued employment, which in effect improve standards of living. Research Question What retention strategies do hotel leaders use for retaining front desk night audit employees? Interview Questions 1. What strategies does the company use to retain the night auditors? 2. What are the benefits offered to retain the night auditors? 3. What are the wages offered to retain the night auditors? 4. What does the company offer the night auditor who wants to discontinue employment to retain them? References Francis, D., & Les Roches Jin Jiang, L. R. J. J. (2017, July). Socialization and Friendship as the Panacea for Turnover in the Hospitality Industry. In ICICKM 201714th International Conference on Intellectual Capital Knowledge Management & Organizational Learning: ICICKM 2017 (p. 81). Academic Conferences and publishing limited. Houghton, C., Casey, D., Shaw, D., & Murphy, K. (2013). Rigour in qualitative case-study research. Nurse Researcher, 20, 12-17. doi: 10.7748/nr2013.03.20.4.12. e326 Krstic, B., Kahrovic, E., & Stanisic, T. (2015). Business process management in the hotel Industry: A proposed framework. Ekonomika, 61, 21– 34. doi:10.5937/ekonomika1504021K Leite, N. R. P., Rodrigues, A. C. D. A., & Albuquerque, L. G. D. (2014). Organizational commitment and job satisfaction: What are the potential relationships? Brazilian Administration Review, 11, 476-495.doi: http://dx.doi.org/10.1590/1807-7692bar2014276 Lewis, S. (2015). Qualitative Inquiry and Research Design: Choosing Among Five Approaches. Health Promotion Practice, 16, 473-475. doi: 10.1177/1524839915580941 Ramall, S. (2014). A review of employee motivation theories and their implications for Employee retention within organizations. Journal of American Academy of Business, 5, 52‐ 63. doi:10.1108/IJOA-08-2015-0900 U.S. Bureau of Labor Statistics. (2018a). Table 16. Annual total separations rates by industry and region, not seasonally adjusted. Retrieved from https://www.bls.gov/news.release/jolts.t16.htm Strategies for Retaining Night Audit Employees in the Hotel Industry By Constance F. Lima-Gonzalez MBA Walden University 2017 BBA American InterContinental University 2014 Doctoral Study Submitted in Partial Fulfillment Of the Requirements for the Degree of Doctor of Business Administration Walden University October 2022 Strategies for Retaining Night Audit Employees in the Hotel Industry By Constance F. Lima-Gonzalez MBA Walden University 2017 BBA American InterContinental University 2014 Doctoral Study Submitted in Partial Fulfillment Of the Requirements for the Degree of Doctor of Business Administration Walden University October 2022 Table of Contents Section 1: Foundation of the Study......................................................................................1 Background of the Problem ...........................................................................................1 Problem Statement .........................................................................................................2 Purpose Statement ..........................................................................................................2 Research Question .........................................................................................................3 Research Method ..……………………………………………………………………4 Research Design.............................................................................................................5 References ............................................................................................................................6 i ii 1 Section 1: Foundation of the Study The hospitality industry, despite its economic input, has the highest turnover rate out of all sectors. Arguably, current approaches appear, to a degree, ineffective in addressing the issue. This study will analyze the recurrent issue of high turnover rates in the hotel industry and identify strategies for retaining night audit employees in the hotel industry. Statistics indicate that total turnover rate, in the hotel industry, exceeded 70 percent for the last 5 years (Bls.gov, 2018). For the month of June 2018, the hotel industry experienced more than 5.5 million separations (turnovers). Of all departments, the front office desk department has the highest turnover rate (Janggon, 2011). The turnover rate is a concern for investors and governments in equal measure. In this regard, the general business problem is the hotel industry’s inability to retain employees for a long-term engagement. That is, the hotel industry has a substantial employee retention problem. The problem is experienced by all form of business entities within the hospitality industry, including small, large and multinationals business entities. Background of the Problem The front desk is the first and last stop of the guests; they must check in and check out (Ramall, 2014). This is where they get their first impression of the hotel, upon arrival and where they can leave comments upon departure. The front desk employee is a multitasker, checking in guests, answering phones, solving guest problems, and answering guests’ questions. They also must communicate with other departments concerning guest issues, including housekeeping, maintenance, and the general manager (Ramall, 2014). 2 The front office (desk) has three shifts; morning (7 AM- 3 PM), afternoon (3 PM – 11 PM) and night audit (11 PM – 7 AM) (third shift). The front desk has the highest turnover rate out of all the departments in the hotel (Ramall, 2014). Of all the shifts at the front desk, the third shift or the night audit shift is the hardest to fill and keep employees (Janggon, 2011). Problem Statement There is an overwhelmingly high rate of turnover in hotels (Ramall, 2014). Among all departments that exist in hotels, the front office desk has the highest turnover rate. According to the US Bureau of Labor and Statistics (2018), there were around 935,000 employee separations from hotel front desks in March 2017, and this grew to 957,000 employees by March 2018. This presents a 23% increase in the number of employee separations within that one year, and most of these separations may have stemmed from such factors as illnesses, discharges, layoffs, retirement, or voluntary reasons (Janggon, 2011). The underlying problem is that the inability to retain the front desk employees may have detrimental implications on the business. The general business problem is that hotel leaders are unable to retain employees at most of their departments. The specific business problem is that hotel leaders are unable to retain employees at the front desk night audit. 3 Purpose Statement It is justifiable to research the most appropriate intervention cues for the observed turnover rates in the USA hospitality industry. As such, this study will rely on a qualitative approach as the research method or strategy. In the same vein, a case study is the most appropriate research design. Less broadly, the researcher will rely on a qualitative case study to explore strategies that hotel leaders can use to improve or reduce employee turnovers at the front desk night audit shift (Janggon, 2011). Since the study is qualitative-based, there is no causal dimension, thus it’s not possible to explicitly identify the independent and predictor variables. The population of the study involves the number of hotels that have a low turnover during the night audit shift, in Virginia Beach, VA (geographic location). The implication for positive social change is the availability of more jobs, job security, continued employment, which in effect improve standards of living. High employment rates are equally correlated with fewer instances of socioeconomic evils such as crime, prostitution and drug abuse (Furstenberg, 2017). Research Question What retention strategies do hotel leaders use to retain employees at the front desk night audit? Research method The qualitative approach does not seek to quantify the variables under study or attach to them any numerical meaning. The qualitative approach in one in which the researcher seeks to understand an experience, meaning, and perspective, from the point of view of the participant(s). Through the qualitative approach, the researcher investigates 4 constructs such as beliefs, attitudes, meaning or behavior (Lacey and Hammarberg, 2016). In most instances, qualitative research involves small groups or a small sample size as the researcher aims to fully comprehend the focused participant(s). The data for qualitative research can be obtained from interviews, texts, documents, government reports or private knowledge (Zhang, & Wildemuth, 2016). There are a number of approaches used to analyze qualitative data. Thematic analysis is the most common approach towards qualitative analysis. The quantitative approach is also viable but not appropriate for this research. This is due to the fact that the data set to be collected is qualitative thereby invalidating the use of quantitative techniques. The study seeks to understand behavior and attitude; thus, the quantitative techniques would not provide deep insights from the participants' point of view. Research Design The case study research design has extensive use in discourses such as social sciences, psychology, and anthropology. Broadly, the case study design provides an indepth and multi-faceted analysis of a situation (Houghton, Casey, Shaw, & Murphy, 2013). The researcher attempts to fully understand a occurrence to infer some meaning or lessons. The researcher narrows on a topic rather than adopting a sweeping survey. Through this design, a case is selected and evaluated in the face of predetermined theoretical models. The case might involve a person, organization or a group. Through this design, the researcher is always guided by several theoretical underpinnings to contextualize a real-world situation. In the context of the study, the case will involve the hotels that operate in the Virginia Beach, VA. The real-world situation is 5 the turnover challenge experienced in the USA hotels. Therefore, the researcher will collect views from the participants and subsequently analyze them through a set of theoretical models. The aim is to identify the most viable strategies to address the turnover challenge. Other designs such as the phenomenological would be less appropriate for the study as it would not meet the objective of the study. That is, other designs are not well structured to focus and sufficiently analyze a real-world situation. Only the case study design has the analytical depth to fully comprehend the issue understand. 6 References Ali, N. (2013). Motivation-Hygiene Theory: Applicability on Teachers. Journal of Managerial Sciences, 7(1). Barak, M. E. M. (2016). Managing diversity: Toward a globally inclusive workplace. Sage Publications. Bls.gov. (2018). Job Openings and Labor Turnover Survey Home Page. [online] Available at: https://www.bls.gov/jlt/ [Accessed 11 Aug. 2018]. Bureau of Labor Statistics (2018). U.S. Department of Labor. Job Openings & Labor Turnover-March 2018 Černe, M., Dimovski, V., Marič, M., Penger, S., & Škerlavaj, M. (2014). Congruence of leader self-perceptions and follower perceptions of authentic leadership: Understanding what authentic leadership is and how it enhances employees’ job satisfaction. Australian journal of management, 39(3), 453-471. Doi: 10.1080/15378021003595947. Furstenberg, F. F. (2017). Public reaction to crime in the streets. In The fear of crime (pp. 3-12). Routledge Hesse, J. (2014). The True Cost Of Hiring An Employee? Much More Than Their Salary. [online] Forbes.com. Available at: https://www.forbes.com/sites/jasonhesse/2014/10/30/here-is-the-true-cost-ofhiring-an-employee/#6e99d3ca6326 [Accessed 11 Aug. 2018]. Houghton, C., Casey, D., Shaw, D., & Murphy, K. (2013). Rigour in qualitative casestudy research. Nurse researcher, 20(4). 7 Janggon, K. (2011). Exploring how employee empowerment impacts on hotel front desk operations. UNLV Theses, Dissertations, Professional Papers, and Capstones. Khan, M. M., & Fasih, M. (2014). Impact of service quality on customer satisfaction and customer loyalty: Evidence from banking sector. Pakistan Journal of Commerce and Social Sciences, 8(2), 331. Krstic, B., Kahrovic, E., & Stanisic, T. (2015). Business process management in the hotel Industry: A proposed framework. Ekonomika, 61(4), 21–34. doi:10.5937/ekonomika1504021K Kumar, P., Khan, A. M., Inder, D., & Sharma, N. (2013). Job satisfaction of primary health-care providers (public sector) in urban setting. Journal of family medicine and primary care, 2(3), 227. Lacey, M. and Hammarberg, K. (2016). Qualitative research methods: when to use them and how to judge them. Human Reproduction, [online] 31(3). Available at: https://academic.oup.com/humrep/article/31/3/498/2384737 [Accessed 11 Aug. 2018]. Leite, N. R. P., Rodrigues, A. C. D. A., & Albuquerque, L. G. D. (2014). Organizational commitment and job satisfaction: What are the potential relationships?. BARBrazilian Administration Review, 11(4), 476-495. Ramall, S. (2014). A review of employee motivation theories and their implications for Employee retention within organizations. doi 10.1108/IJOA-08-2015-0900. Journal of American Academy of Business, 5, 52‐63. World Travel and Tourism Council. (2015). Travel & tourism economic impact 2015: 8 World. Retrieved from http://zh.wttc.org/-/media/files/reports/economic-impact171research/regional-2015/world2015 Zhang, Y., & Wildemuth, B. M. (2016). Qualitative analysis of content. Applications of social research methods to questions in information and library science, 318. ...
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Professorjuliette
School: UT Austin

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Running Head: Equal Employment Opportunity Commission

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Equal Employment Opportunity Commission

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Equal Employment Opportunity Commission (EEOC)
The equal employment Opportunity Commission is a federal agency if the United States
government that is responsible for ensuring federal laws are enforced on those organizations that
discriminate against job seekers or employees based on their color, race, religion, sex, the nation
of origin or disability. By law, EEOC covers most employers that have at least 15 employees or
more. The law enforced by this agency applies to all types of work situations like hiring, firing,
harassment, wages, benefits, training, and promotions. Their mandate includes investigating any
case of employment discrimination and trying to settle the case. We're going to look at a
discrimination case involving Day & Zimmermann and M2 services after they were sued by
EEOC after discriminating against a pregnant employee.
This case involved the Day & Zimmermann Group and Sunrise Beach Corporation
against one of their pregnant employees. These companies were contracted by the United States
military to provide maintenance of heavy vehicles, aviation, painting, repair, and overhaul
services. After one of their employees informed them she was pregnant, she was forced to take
an unpaid leave of absence and was later fired because of her pregnancy. This was a violation of
the Civil rights Act of 1964 Titl...

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