Labour turnover and workforce stability

Exceptionally high levels of labour turnover are a perennial challenge for the hospitality sector, leading to a fragmented workforce that is both expensive and threatens service quality levels. This chapter reviews the broader strategic context and theoretical perspectives regarding types of labour turnover, before reviewing specific hospitality-related issues. In particular, there is consideration of a so-called turnover culture within the industry and how integration of technology, emotional labour, wellbeing factors play their part in the dilemma. There is also an outline of more detailed managerial approaches, managing and monitoring labour turnover, awareness of its true costs and damaging effects. Finally, based on research by the author within the pubs, bars and restaurant sectors, a proposition regarding the alignment of culture, brand and those involved in the service delivery may provide new insights into the challenge.