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THE PERCEPTION OF WORK SATISTACTION AND TURNOVER RATE OF FOOD AND BEVERAGE AMONG FOOD AND BEVERAGE EMPLOYEES IN HOTEL ENTERPRISES: A CASE STUDY ON THE CITY HOTELS OF GAZIANTEP

Abstract

Author(s): ?brahim G?R?TL?O?LU, Bünyamin ÖZLÜ

In the recent years Increasing number of conscious consumers has impacted tourism industry confronting a fierce competition environment. Consumer satisfaction in this consumer oriented industry is a significiant component for getting market advantage against competitors. In this regard, qualified workforce forms the most important factor for ensuring the consumer satisfaction in hotel management. Hotel enterprises aim to get the utmost benefit from the employees by keeping up the satisfaction level of them and increasing their motivation while struggling for pulling down the turnover rate as much as possible. The aim of this study is to reveal aspects constituting work satisfaction and turnover dimension of employees in food and beverage department of city hotels then determine to what extent employess perceive these dimension. To fulfill this aim, a questionnaire form was conducted on 272 employees working at the food and beverage department in 17 city hotels. In conclusion it was deduced from the study that work satisfaction dimension is constituted from 3 parts labeled as “Career and workplace”, “Motivation” and “Objectivity” while general work satisfaction dimension of employees was rated at high degree by the employees. On the other hand, turnover rate dimension was determined to be composed of 3 dimensions which are "working circunstances and condition", “managerial factors”, “feeling of trust”. A reasonable perception for the turnover rate of employees provides another finding of this study.

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