Turnover and Performance in Full- and Select-Service Hotels

Abstract

Turnover plays an important role in hotel performance. This study explored turnover and its relationship between three key categories of the balanced scorecard (revenue, profit, and guest satisfaction) using secondary data from a 6-year period for 118 full- and select-service hotels. Analysis revealed strong positive correlations between hourly and management turnover in full-service hotels and positive correlations in 4 of the 6 years in select-service hotels. There was also a modest negative correlation between management turnover and guest satisfaction in 4 of the 6 years.

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