Management Project
Do managers know how their actions, attitude and behaviour can influence employee
retention?
Company:
Hand in date 13th of April
Word count: 10.645
NHL Stenden – Hospitality Management
Leeuwarden
The Netherlands
Submitted in Partial Fulfilment of the Requirements of the degree Program
Bachelor of Arts (Hospitality Management)
,Declaration of own work
,Abstract
The purpose of this study was to make managers consciously aware of their attitude/behavior and
actions taken towards the employees at a deeper level since certain behaviors, actions and attitudes
can foster employee retention. This research is based on the three lowest scoring dimensions in the
Global Team Member survey namely communication, learning & development and rewards & benefits.
For this research a qualitative exploratory research design was chosen. This means that the
researcher conducted ten in-depth interviews with ten different managers of X Hotel the Netherlands.
After the interviews were conducted the researcher analyzed them through coding. This included three
different steps open coding, axial coding and selective coding. The results were four different themes:
organizational Communication, Learning & Development Opportunities, Rewards & Benefits System
and Managers Awareness. These themes were presented with a Setup, Quotes and Conclusion
(SQC) structure. It can be concluded that managers of X Hotel the Netherlands are aware that their
way of communicating, using learning & development and applying rewards & benefits play an
important role in the satisfaction of Team Members. However, the managers could improve their use
of all the learning & development opportunities if they know about all the opportunities for Team
Members.
Keywords: Employee Retention, Communication, Learning & Development, Rewards & Benefits and
Manager’s awareness
Word count: 200
, 4
Table of Content
ABSTRACT...................................................................................................................................................... 3
LIST OF FIGURES............................................................................................................................................. 6
LIST OF TABLES.............................................................................................................................................. 6
1. INTRODUCTION.......................................................................................................................................... 7
1.1. TOPIC DESCRIPTION/CONTEXT...............................................................................................................................7
1.1.1. Context and rationale for the study......................................................................................................7
1.1.2. Problem description...............................................................................................................................7
1.1.3. Purpose and relevance of the study......................................................................................................9
1.2. LITERATURE REVIEW.........................................................................................................................................11
1.2.1. Why is retention important?...............................................................................................................11
1.2.2. Importance of internal communication between managers and employees.....................................11
1.2.3. How managers can use Learning & Development to boost employee retention...............................12
1.2.4. How can managers use Rewards & Benefits to retain employees?....................................................12
1.2.5. Conclusion...........................................................................................................................................13
1.3. CONCEPTUAL MODEL........................................................................................................................................14
1.4. PROJECT DEFINITION.........................................................................................................................................15
2. METHOD.................................................................................................................................................. 16
2.1. RESEARCH DESIGN............................................................................................................................................16
2.2. INSTRUMENT...................................................................................................................................................16
2.3. POPULATION, SAMPLE AND SAMPLING METHOD....................................................................................................16
2.4. PROCEDURE / DATA COLLECTION........................................................................................................................17
2.5. DATA ANALYSIS................................................................................................................................................17
2.6. ETHICAL CONSIDERATIONS..................................................................................................................................18
3. RESULTS.................................................................................................................................................. 19
3.1. ORGANIZATIONAL COMMUNICATION...................................................................................................................19
3.1.1. Importance of Communication............................................................................................................19
3.1.2. Lack of Communication.......................................................................................................................20
3.1.3. Improvement Point Communication...................................................................................................20
3.1.4. Communication Channels....................................................................................................................21
3.2. LEARNING & DEVELOPMENT OPPORTUNITIES........................................................................................................21
3.2.1. Opinion Learning & Development.......................................................................................................21
3.2.2. Improvement Point Learning & Development.....................................................................................22
3.2.3. Determining Training Needs................................................................................................................23
3.3. REWARDS & BENEFITS SYSTEM...........................................................................................................................23
3.3.1. Opinion Rewards & Benefits................................................................................................................23
3.3.2. Improvement Point Rewards & Benefits.............................................................................................24
3.4. MANAGERS AWARENESS...................................................................................................................................25
3.4.1. Taken Actions......................................................................................................................................25
3.4.2. Satisfaction..........................................................................................................................................26
3.4.3. Reason for Resignation........................................................................................................................26
3.4.4. Own Awareness...................................................................................................................................27
4. DISCUSSION............................................................................................................................................. 29
4.1. DISCUSSION.....................................................................................................................................................29
4.1.1. Internal communication and employee retention...............................................................................29
4.1.2. Learning & development opportunities and employee retention.......................................................29
4.1.3. Rewards & benefits and employee retention......................................................................................30
4.2. LIMITATIONS....................................................................................................................................................31
4.3. CONCLUSION...................................................................................................................................................31
Do managers know how their actions, attitude and behaviour can influence employee
retention?
Company:
Hand in date 13th of April
Word count: 10.645
NHL Stenden – Hospitality Management
Leeuwarden
The Netherlands
Submitted in Partial Fulfilment of the Requirements of the degree Program
Bachelor of Arts (Hospitality Management)
,Declaration of own work
,Abstract
The purpose of this study was to make managers consciously aware of their attitude/behavior and
actions taken towards the employees at a deeper level since certain behaviors, actions and attitudes
can foster employee retention. This research is based on the three lowest scoring dimensions in the
Global Team Member survey namely communication, learning & development and rewards & benefits.
For this research a qualitative exploratory research design was chosen. This means that the
researcher conducted ten in-depth interviews with ten different managers of X Hotel the Netherlands.
After the interviews were conducted the researcher analyzed them through coding. This included three
different steps open coding, axial coding and selective coding. The results were four different themes:
organizational Communication, Learning & Development Opportunities, Rewards & Benefits System
and Managers Awareness. These themes were presented with a Setup, Quotes and Conclusion
(SQC) structure. It can be concluded that managers of X Hotel the Netherlands are aware that their
way of communicating, using learning & development and applying rewards & benefits play an
important role in the satisfaction of Team Members. However, the managers could improve their use
of all the learning & development opportunities if they know about all the opportunities for Team
Members.
Keywords: Employee Retention, Communication, Learning & Development, Rewards & Benefits and
Manager’s awareness
Word count: 200
, 4
Table of Content
ABSTRACT...................................................................................................................................................... 3
LIST OF FIGURES............................................................................................................................................. 6
LIST OF TABLES.............................................................................................................................................. 6
1. INTRODUCTION.......................................................................................................................................... 7
1.1. TOPIC DESCRIPTION/CONTEXT...............................................................................................................................7
1.1.1. Context and rationale for the study......................................................................................................7
1.1.2. Problem description...............................................................................................................................7
1.1.3. Purpose and relevance of the study......................................................................................................9
1.2. LITERATURE REVIEW.........................................................................................................................................11
1.2.1. Why is retention important?...............................................................................................................11
1.2.2. Importance of internal communication between managers and employees.....................................11
1.2.3. How managers can use Learning & Development to boost employee retention...............................12
1.2.4. How can managers use Rewards & Benefits to retain employees?....................................................12
1.2.5. Conclusion...........................................................................................................................................13
1.3. CONCEPTUAL MODEL........................................................................................................................................14
1.4. PROJECT DEFINITION.........................................................................................................................................15
2. METHOD.................................................................................................................................................. 16
2.1. RESEARCH DESIGN............................................................................................................................................16
2.2. INSTRUMENT...................................................................................................................................................16
2.3. POPULATION, SAMPLE AND SAMPLING METHOD....................................................................................................16
2.4. PROCEDURE / DATA COLLECTION........................................................................................................................17
2.5. DATA ANALYSIS................................................................................................................................................17
2.6. ETHICAL CONSIDERATIONS..................................................................................................................................18
3. RESULTS.................................................................................................................................................. 19
3.1. ORGANIZATIONAL COMMUNICATION...................................................................................................................19
3.1.1. Importance of Communication............................................................................................................19
3.1.2. Lack of Communication.......................................................................................................................20
3.1.3. Improvement Point Communication...................................................................................................20
3.1.4. Communication Channels....................................................................................................................21
3.2. LEARNING & DEVELOPMENT OPPORTUNITIES........................................................................................................21
3.2.1. Opinion Learning & Development.......................................................................................................21
3.2.2. Improvement Point Learning & Development.....................................................................................22
3.2.3. Determining Training Needs................................................................................................................23
3.3. REWARDS & BENEFITS SYSTEM...........................................................................................................................23
3.3.1. Opinion Rewards & Benefits................................................................................................................23
3.3.2. Improvement Point Rewards & Benefits.............................................................................................24
3.4. MANAGERS AWARENESS...................................................................................................................................25
3.4.1. Taken Actions......................................................................................................................................25
3.4.2. Satisfaction..........................................................................................................................................26
3.4.3. Reason for Resignation........................................................................................................................26
3.4.4. Own Awareness...................................................................................................................................27
4. DISCUSSION............................................................................................................................................. 29
4.1. DISCUSSION.....................................................................................................................................................29
4.1.1. Internal communication and employee retention...............................................................................29
4.1.2. Learning & development opportunities and employee retention.......................................................29
4.1.3. Rewards & benefits and employee retention......................................................................................30
4.2. LIMITATIONS....................................................................................................................................................31
4.3. CONCLUSION...................................................................................................................................................31
