The Importance Of Hospitality In The Hotel Industry

Introduction
There is a common understanding that hotel industry is having a high staff turnover rate. According to Consultant of Hospitality Administrator (2009), an estimate of average annual employee turnover range from 60% to 300%. Also, our workforce is changing that Generation Y (Gen Y) will become the majority of workforce in 2015 (XYZ University, 2012). It is because the baby boomers retired gradually and the Gen Y also graduated from University gradually. However, the major problem is that Gen Y is having a high job turnover rate. According to Kratz (2013), 43% of Gen Y think they could easily find another job if they lost the current job and 70% of them are planning to change their job once the economy improves. It means that Gen

It requires employees to obtain experience and knowledge from different levels, from unskilled positions to positions that require high levels of services and customer contact skills (Raybould & Yam, 2011). Unlike the past 10 years, there are more and more hotels show that their interest in catering specific characteristics of Gen Y to utilize their strengths (Buultjens & Cairncross, 2007). It helps to increase their efficiency and effectiveness, hence increase the productivity of the whole organization.

According to the characteristics of Gen Y, the hotel industry discovers that attracting, hiring, training and retaining a new generation of staff is becoming very challenging. Gen Y employees lack a strong work ethic. The difference between Gen Y and the older generations at work is that they are unwilling to put in the face time that older generations put in at work - they want work life balance (About.com, 2015). Therefore, Hotel and hospitality managers’ mindsets are changing from simply recruit them on a company’s aspect but also give Gen Y what they desire (benefits, company environment, etc.) and provide opportunities for them to make some differences. This help to raise their productivity, quality of