Factors of employee retention in sales and marketing department (Case study: five-star hotel in Thailand)

Abstract

This research was conducted with the aim of studying factors of employee retention influencing intention of employees in sales and marketing department to stay or leave from their hotels. Employee turnover is the key business issue for several organizations and this problem has been increasing and there is no exception for the hotel industry. When the problem about employee turnover occurred, it generates huge negative impacts towards business, including excessive costs and decreased service quality, which eventually results in the loss of profitability. The data collection method of research study is qualitative method by using in-depth interview as primary data. There are two groups of respondents, which are five employees who still work with the hotels and five employees who resigned from the hotels. The selected sample were selected from various positions in sales and marketing department both in manager level and non-manager level from six five-star hotels in Thailand. The research’s result represented the major factors influencing employee retention and employee turnover; for example, compensation and benefits, working environment, promotion and opportunity to growth, and work-life balance.