Managing the front office department: staffing issues in Malaysian hotels

This study examined hotel staffing issues with a focus on the front office department. Although there are numerous studies reporting high employee turnover in the hospitality industry, few have examined issues that contribute to this turnover or broader related staffing issues. To address this gap, this study conducted semi-structured interviews with 14 front office managers from hotels with various levels of service in the northern region of Malaysia. Results identified a number of poorly studied issues that contribute to staff turnover. The findings indicate that hotel staff turnover and the consequences for hotel performance are due to a complex series of causal factors. Results may be used by hotel managers in addressing their staffing issues and in improving performance.