TURNOVER COSTS: RESEARCH AMONG FIVE-STAR HOTELS IN THE CITY OF ANTALYA, TURKEY

Abstract

Because of high personnel–customer interaction, turnover has special importance in the hospitality industry. Satisfied, motivated personnel comprise a major factor for successful competition among hotels. Neither high nor low turnover rates are useful for hotels. Each hotel must determine its tolerable turnover rates and costs. High personnel turnover has disadvantages for hotels and personnel. In the hospitality industry, personnel turnover is generally high by comparison with other industries and has adverse effects on the morale, motivation, and job satisfaction of personnel. There are two types of personnel turnover: voluntary and involuntary. In this research the costs of involuntary turnover were calculated in US dollars.

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