Managing the front office department: staffing issues in Malaysian hotels

Ahmed, Rozila and Scott, Noel (2013) Managing the front office department: staffing issues in Malaysian hotels. Anatolia, In Press 1-15. doi:10.1080/13032917.2013.822010

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Author Ahmed, Rozila
Scott, Noel
Title Managing the front office department: staffing issues in Malaysian hotels
Journal name Anatolia   Check publisher's open access policy
ISSN 1303-2917
Publication date 2013-09-01
Sub-type Article (original research)
DOI 10.1080/13032917.2013.822010
Volume In Press
Start page 1
End page 15
Total pages 15
Place of publication Abingdon, Oxon, United Kingdom
Publisher Routledge
Collection year 2014
Language eng
Formatted abstract
This study examined hotel staffing issues with a focus on the front office department. Although there are numerous studies reporting high employee turnover in the hospitality industry, few have examined issues that contribute to this turnover or broader related staffing issues. To address this gap, this study conducted semi-structured interviews with 14 front office managers from hotels with various levels of service in the northern region of Malaysia. Results identified a number of poorly studied issues that contribute to staff turnover. The findings indicate that hotel staff turnover and the consequences for hotel performance are due to a complex series of causal factors. Results may be used by hotel managers in addressing their staffing issues and in improving performance.
Keyword Hotel turnover
Causal factors
Front office
Human resource management
Q-Index Code C1
Q-Index Status Confirmed Code
Institutional Status UQ
Additional Notes Published online: 05 Sep 2013

Document type: Journal Article
Sub-type: Article (original research)
Collections: Official 2014 Collection
UQ Business School Publications
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Citation counts: Scopus Citation Count Cited 0 times in Scopus Article
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Created: Thu, 12 Sep 2013, 16:21:36 EST by Mr Noel Scott on behalf of School of Tourism