Perceptions and future intentions to stay in the hotel industry: the case of front desk employees in Israel

Abstract

The hospitality industry is one of the oldest sub-industries in tourism, yet despite the modernization and technical development of this sub-industry, its main resource remains the human resource. In the hospitality industry the front office serves as the first and one of the most important points of contact with the guest. This study focuses on front office employees in managerial and non-managerial positions at various hotels in Israel and examines how employees' demographic background, skills and perceptions about the possibility for future promotion are related to their intentions to remain in this industry. The research was conducted among 122 front desk employees and 40 front desk managers at hotels in Israel between February 2011 and February 2012. Most of the employees were young (average age 29.11), single and female. The results show that among those in non-managerial positions 60 percent want to leave the industry, while among managers only 30 percent want to leave the industry. In addition, the findings indicate that working at a chain hotel and working as a manager increase the likelihood of evaluating chances of promotion as good. These results may help hotel directors understand the attitudes of their employees and take steps toward improving their motivation and job perceptions that will affect their willingness to remain in the hotel industry.

Keywords

• Human resource
• skills
• perceptions
• hotels