CACTUS CACTUS J Tour Bus Manag Econ CACTUS – Journal of Tourism Business, Management and Economics 2247-3297 ASE Publishing House Bucharest, Romania 10.24818/CTS/6/2024/2.07 cactus-2024-14 Research Article L83, Z32 Influence on turnover in the housekeeping department: a case of some selected hotels in Bolgatanga Municipality Fuseini Catherine https://orcid.org/0009-0007-3841-4945 catherinefuseini@gmail.com Olu Fagbemi Ellen https://orcid.org/0000-0001-9188-9797 Awuni Joshua https://orcid.org/0000-0003-0148-3510 Bongo Senior High School, Bongo, Ghana Akenten Appiah-Menka University of Skills Training and Entrepreneurial Development, Kumasi, Ghana Bongo Senior High School, Bolgatanga, Ghana 15 12 2024 6 2 15122024 Copyright © 2024, The Author(s) 2024 The Author(s) This is an open-access article distributed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (CC BY-NC 4.0). https://creativecommons.org/licenses/by-nc/4.0/

In the competitive business world, employee turnover has been a pressing issue facing organisations around the world. The study sought to investigate the influence on turnover in the housekeeping department of some selected hotels in Bolgatanga municipality. A descriptive survey design was used. The population of the study comprised200 employees from the housekeeping department of five hotels in Bolgatanga Municipality. The study used purposive and simple random sampling to select 100 housekeeping employees and 40 hotel management employees. The main instrument used in this study was the questionnaire. Descriptive statistics such as mean and standard deviation were used to summarise the data. The study revealed high employee turnover in the housekeeping department of hotels in Bolgatanga municipality. It was revealed that 3-4 employees leave the housekeeping department of the sampled hotels in Bolgatanga Municipality every year. The results show that employees' expectations are a major determinant of turnover in the housekeeping department of hotels in Bolgatanga municipality. The study revealed that employee expectations have a significant influence on employee turnover in the housekeeping department (p<0.01). It was concluded that improving the employee benefit package, paying employees more and providing more flexible working hours would solve the problem of employee turnover in the housekeeping department of the hotels. It was recommended that hotel industry management should endeavor to use the interview as a tool during the hiring process to understand the job expectations of employees and that the qualified candidates whose job expectations can be met by the hotel should be hired.

 Keywords housekeeping department turnover employee hotels Bolgatanga

Full text available in PDF format.

References Abolade, D. A. (2018). Impact of employees’ job insecurity and employee turnover on organizational performance in private and public sector organizations. Studies in Business and Economics, 13(2), 6–19. https://doi.org/10.2478/sbe-2018-0016 10.2478/sbe-2018-0016 AlBattat, A., &amp; Mat Som, A. P. (2013). Employee dissatisfaction and turnover crises in the Malaysian hospitality industry. International Journal of Business and Management, 8(5), 62–71. https://doi.org/10.5539/ijbm.v8n5p62 10.5539/ijbm.v8n5p62 Asimah, V. K. (2018). Factors that influence labor turnover intentions in the hospitality industry in Ghana. African Journal of Hospitality, Tourism and Leisure, 7(1), 1–11. https://doi.org/2345667/034 Batinic, I. (2015). Organization of business in hotel housekeeping. Journal of Process Management New Technologies, International, 3(1), 51–54. https://doi.org/10.3536/345785656 10.3536/345785656 Bello, M. B., &amp; Bello, O. Y. (2021). Job satisfaction and employees’ turnover in the hotel industry: Evidence from Lagos State, Nigeria. Journal of Tourism Theory and Research, 7(2), 37–51. https://doi.org/10.24288/jttr.859088 10.24288/jttr.859088 Chaudhari, M. P. S. (2021). Hotel housekeeping services and customer satisfaction. Ilkogretim Online, 20(1), 583–589. https://doi.org/10.17010/pijom/2019/v12i8/146417 10.17010/pijom/2019/v12i8/146417 Christensen, J. O., &amp; Knardahl, S. (2022). I’m too old for this! A prospective, multilevel study of job characteristics, age, and turnover intention. Frontiers in Psychology, 13, Article 1015313. https://doi.org/10.3389/fpsyg.2022.1015313 10.3389/fpsyg.2022.1015313 Codling, S., Pinnock, J., Barrett, E., Gayle, S., Stephenson, N., Sibblies, N., &amp; Sinclair-Maragh, G. (2022). Factors contributing to staff turnover in the hotel industry: A literature review. In D. Dias &amp; C. Magalhães (Eds.), People management: Highlighting futures. IntechOpen. https://doi.org/10.5772/intechopen.107025 10.5772/intechopen.107025 Crick, P. A., &amp; Spencer, A. (2011). Hospitality quality: New directions and new challenges. International Journal of Contemporary Hospitality Management, 23(4), 463–478. https://doi.org/10.1108/09596111111129986 10.1108/09596111111129986 Dale-Olsen, H. (2016). Employee turnover. In G. Saridakis &amp; C. L. Cooper (Eds.), Research handbook on employee turnover (pp. 5–25). Edward Elgar Publishing. https://doi.org/10.1036/dbl378 10.1036/dbl378 Das, B. L., &amp; Baruah, M. (2013). Employee retention: A review of literature. IOSR Journal of Business and Management (IOSR-JBM), 14(2), 8–16. https://doi.org/10.3506/dblm70045 10.3506/dblm70045 Davidson, M. C. G., Timo, N., &amp; Wang, Y. (2010). How much does labour turnover cost? A case study of Australian four- and five-star hotels. International Journal of Contemporary Hospitality Management, 22(4), 451–466. https://doi.org/10.1108/09596111011042686 10.1108/09596111011042686 Dwesini, N. F. (2019). Causes and prevention of high employee turnover within the hospitality industry: A literature review. African Journal of Hospitality and Tourism, 8(3), 1–15. https://doi.org/10.1538/dnf543 10.1538/dnf543 Etehadi, B., &amp; Karatepe, O. (2018). The impact of job insecurity on critical hotel employee outcomes: The mediating role of self-efficacy. Journal of Hospitality Marketing &amp; Management, 28(6), 665–689. https://doi.org/10.1080/19368623.2019.1556768 10.1080/19368623.2019.1556768 Fakhry, B. W., Saad, S. G., &amp; Ibrahim, Y. (2022). Factors affecting the turnover of entry-level employees in the housekeeping department in five-star hotels. International Journal of Tourism, Archaeology and Hospitality, 2(1), 3–16. https://doi.org/10.21608/ijtah.2022.244438 10.21608/ijtah.2022.244438 Ghani, B., Zada, M., Memon, K. R., Ullah, R., Khattak, A., Han, H., Ariza-Montes, A., &amp; Araya-Castillo, L. (2022). Challenges and strategies for employee retention in the hospitality industry: A review. Sustainability, 14(5), 2885. https://doi.org/10.3390/su14052885 10.3390/su14052885 Gkorezis, P., &amp; Kastritsi, A. (2017). Employee expectations and intrinsic motivation: Work-related boredom as a mediator. Employee Relations, 39(1), 100–111. https://doi.org/10.1108/ER-02-2016-0025 10.1108/ER-02-2016-0025 Harrison-Walker, L. J. (2001). The measurement of word-of-mouth communication and an investigation of service quality and customer commitment as potential antecedents. Journal of Service Research, 4(1), 60–75. https://doi.org/10.1177/109467050141006 10.1177/109467050141006 Hennekam, S., &amp; Ananthram, S. (2020). Involuntary and voluntary demotion: Employee reactions and outcomes. European Journal of Work and Organizational Psychology, 29(4), 586–600. https://doi.org/10.1080/1359432X.2020.1733980 10.1080/1359432X.2020.1733980 Joshi, S. (2016). To study the relationship between ergonomics and efficiency of the housekeeping employees at the workplace. Atithya: Journal of Hospitality, 2(1), 37–42. Karnadi, M. F. R., &amp; Baskoro, T. (2019). The effect of employer branding on employee expectation and turnover intention in online streaming industry: A case study of the permanent employees at Vidio.com. South East Asia Journal of Contemporary Business, Economics and Law, 19(2), 56–63. Kennedy, I. (2022). Sample size determination in test-retest and Cronbach alpha reliability estimates manuscript history. Middle East Research Journal of Humanities and Social Sciences, 2(1), 17–29. https://doi.org/10.52589/BJCE-FY266HK9 10.52589/BJCE-FY266HK9 Kumar, S., &amp; Singh, D. (2015). Identifying reasons for employee turnover in the housekeeping department: A study of selected hotels in Delhi. International Journal of Management and Social Sciences Research, 4(1), 29–36. Kumari, K., Barkat Ali, S., Un Nisa Khan, N., &amp; Abbas, J. (2021). Examining the role of motivation and reward in employees’ job performance through the mediating effect of job satisfaction: Empirical evidence. International Journal of Organizational Leadership, 10(4), 401–420. https://doi.org/10.33844/ijol.2021.60606 10.33844/ijol.2021.60606 Lashley, C. (2001). Empowerment: HR strategies for service excellence (1st ed.). Routledge. https://doi.org/10.4324/9780080494739 10.4324/9780080494739 Lau, N. S. (2021). Religious education in Asia: Spiritual diversity in globalized times. International Journal of Children’s Spirituality, 26(1), 3–15. https://doi.org/10.1080/1364436X.2021.1874090 10.1080/1364436X.2021.1874090 Laulié, L., &amp; Morgeson, F. P. (2021). The end is just the beginning: Turnover events and their impact on those who remain. Personnel Psychology, 74(3), 387–409. https://doi.org/10.1111/peps.12402 10.1111/peps.12402 Lim, P., &amp; Parker, A. (2020). Mentoring millennials in an Asian context: Talent management insights from Singapore. Emerald Publishing. Lin, C. Y., &amp; Huang, C. K. (2021). Employee turnover intentions and job performance from a planned change: The effects of an organizational learning culture and job satisfaction. International Journal of Manpower, 42(3), 409–423. https://doi.org/10.1108/IJM-08-2018-0281 10.1108/IJM-08-2018-0281 Maden, C., Ozcelik, H., &amp; Karacay, G. (2016). Exploring employees’ responses to unmet job expectations: The moderating role of future job expectations and efficacy beliefs. Personnel Review, 45(1), 4–28. https://doi.org/10.1108/PR-07-2014-0156 10.1108/PR-07-2014-0156 McGinley, S. P., Hanks, L., &amp; Line, N. D. (2017). Constraints to attracting new hotel workers: A study on industrial recruitment. International Journal of Hospitality Management, 60, 114–122. https://doi.org/10.1016/j.ijhm.2016.10.010 10.1016/j.ijhm.2016.10.010 Metcalfe, R. S. (2012). Meat, commerce and the city: The London food market, 1800–1855. Pickering &amp; Chatto. Ministry of Tourism, Arts and Culture Malaysia (MOTAC). (2019). Laporan Tahunan 2019. Retrieved September 20, 2024, from https://motac.gov.my/en/archives/2019/laporan-tahunan-2019 Mutua, C. M., &amp; Simba, F. T. (2017). Effect of organizational culture on employee turnover: A case study of Technical University of Mombasa. The Strategic Journal of Business &amp; Change Management, 4(1), 1–14. https://doi.org/10.61426/sjbcm 10.61426/sjbcm Noela, M., &amp; Anestis, K. F. (2022). Employee turnover: The hotel industry perspective. Journal of Tourism, Heritage &amp; Services Marketing, 8(1), 38–47. https://doi.org/10.5281/zenodo.6583698 10.5281/zenodo.6583698 O’Connell, M., &amp; Kung, M. C. (2007). The cost of employee turnover. Industrial Management, 49(1), 14–19. https://doi.org/10.08545/347hg4 10.08545/347hg4 Oginni, O. A., Mapayi, B. M., Afolabi, O. T., Obiajunwa, C., &amp; Oloniniyi, I. O. (2020). Internalized homophobia, coping, and quality of life among Nigerian gay and bisexual men. Journal of Homosexuality, 67(10), 1447–1470. https://doi.org/10.1080/00918369.2019.1600899 10.1080/00918369.2019.1600899 Onyango, B., Obonyo, O. G., &amp; Chepngetich, B. (2022). Organizational culture orientations and employee turnover rate among star-rated hotels in Nairobi County. International Journal of Scientific Research and Management, 10(10), 4070–4083. https://doi.org/10.18535/ijsrm/v10i10.em07 10.18535/ijsrm/v10i10.em07 Ozturk, A., Karatepe, O. M., &amp; Okumus, F. (2021). The effect of servant leadership on hotel employees’ behavioral consequences: Work engagement versus job satisfaction. International Journal of Hospitality Management, 97, 102994. https://doi.org/10.1016/j.ijhm.2021.102994 10.1016/j.ijhm.2021.102994 Pace, D. (2021). Probability and non-probability sampling: An entry point for undergraduate researchers. International Journal of Quantitative and Qualitative Research Methods, 9(2), 14–29. https://doi.org/10.3417/dfj4577 10.3417/dfj4577 Park, H., Kline, S., Kim, J., Almanza, B., &amp; Ma, J. (2019). Does hotel cleanliness correlate with surfaces guests contact? International Journal of Contemporary Hospitality Management, 31(7), 2933–2951. https://doi.org/10.1108/IJCHM-02-2018-0105 10.1108/IJCHM-02-2018-0105 Pepra-Mensah, J., Adjei, N. L., &amp; Yeboah-Appiagyei, K. (2015). The effect of work attitudes on turnover intentions in the hotel industry: The case of Cape Coast and Elmina, Ghana. European Journal of Business and Management, 7(14), 114–123. Pham, H. H., &amp; Tran, T. T. (2023). Strengthening the link between organizational culture and employee loyalty: Exploring the mediating effects of employee trust and job satisfaction. Global Business &amp; Finance Review, 28(3), 64–84. https://doi.org/10.17549/gbfr.2023.28.3.68 10.17549/gbfr.2023.28.3.68 Pratama, E. N., Suwarni, E., &amp; Handayani, M. A. (2022). The effect of job satisfaction and organizational commitment on turnover intention with person-organization fit as a moderator variable. Aptisi Transactions on Management, 6(1), 74–82. https://doi.org/10.33050/atm.v6i1.1722 10.33050/atm.v6i1.1722 Preko, A. (2020). Tourism development: National policies and tourism priorities in Ghana. International Journal of Tourism Policy, 10(4), 380–391. https://doi.org/10.1504/IJTP.2020.112644 10.1504/IJTP.2020.112644 Putriana, L., Umar, H., &amp; Riady, H. (2015). The impact of organizational culture on job satisfaction, organizational commitment, and job performance: Study on Japanese motorcycle companies in Indonesia. International Journal of Educational Research, 3(1), 103–114. https://doi.org/10.13140/RG.2.1.1196.4240 10.13140/RG.2.1.1196.4240 Schrepp, M. (2020). On the usage of Cronbach’s alpha to measure reliability of UX scales. Journal of Usability Studies, 15(4), 247–256. Singh, M. N. (2021). Inroad of digital technology in education: Age of digital classroom. Higher Education for the Future, 8(1), 20–30. https://doi.org/10.1177/2347631120980272 10.1177/2347631120980272 Stauber, R. (Ed.). (2010). Collaboration with the Nazis: Public discourse after the Holocaust. Routledge. Suleiman, W. (2013). A study of causes of poor attitude to work among workers of both public and private sectors organizations in Bauchi State-Nigeria. International Journal of Academic Research in Business and Social Sciences, 3(7), 143–152. https://doi.org/10.6007/IJARBSS/v3-i7/16 10.6007/IJARBSS/v3-i7/16 Tang, Y., Shao, Y. F., &amp; Chen, Y. J. (2019). Assessing the mediation mechanism of job satisfaction and organizational commitment on innovative behavior: The perspective of psychological capital. Frontiers in Psychology, 10, Article 2699. https://doi.org/10.3389/fpsyg.2019.02699 10.3389/fpsyg.2019.02699 Tavakol, M., &amp; Wetzel, A. (2020). Factor analysis: A means for theory and instrument development in support of construct validity. International Journal of Medical Education, 11, 245–247. https://doi.org/10.5116/ijme.5f96.0f4a 10.5116/ijme.5f96.0f4a Wood, C. W., &amp; Edwards, J. H. (1992). Agroecosystem management effects on soil carbon and nitrogen. Agriculture, Ecosystems &amp; Environment, 39(3–4), 123–138. https://doi.org/10.1016/0167-8809(92)90048-G 10.1016/0167-8809(92 Yang, L., Zeng, J., Gao, N., Zhu, L., &amp; Feng, J. (2024). Predicting the metal mixture toxicity with a toxicokinetic-toxicodynamic model considering the time-dependent adverse outcome pathways. Environmental Science &amp; Technology, 58(8), 3714–3725. https://doi.org/10.1021/acs.est.3c09857 10.1021/acs.est.3c09857 Yazinski, A. (2009). The employee retention connection: How to keep your employees and grow your business. Journal of Business Administration, 13(2), 88–98.