Employee retention and its role in improving guest satisfaction in hotels in Mumbai

Abstract

Hotel staff retention is critical in enhancing guest experience. The hospitality industry is renowned for its divide in service quality retention and employing high turnover rates for service staff. Employee retention is connected with service consistency and customer satisfaction. This research was conducted through a descriptive research approach and a structured questionnaire was sent to 200 employees of a particular hotel. The data from the employees demonstrate a correlation between lower turnover and work-life balance, remuneration, recognition for work done, and advancement in their career. The data also suggests that longer the tenure of employees stronger is their personal rapport with the customer which ensures a stable service. Reliability testing showed high internal consistency, and normality tests that parametric methods could be applied. Hypothesis testing revealed a strong positive link between employee retention and guest satisfaction. It also showed that frequent affects service consistency. Long-serving staff significantly improved guest interactions compared to newer employees. In conclusion, retaining staff is not just beneficial for employee morale but also a strategic move to enhance service quality and build guest loyalty. The study recommends investing in employee development, recognizing staff contributions, and offering clear career paths to reduce turnover in Mumbai's hotel industry.