Research Project

Case Study on Marriot Hotel


Employee turnover is the main problem of an organization that has direct impact on productivity of company. It generates demand for replacing personnel with new one in order to ensure about consistent flow of production (Boichuk and Menguc, 2013). The rate of workers turnover is ratio of staff leaving organization within particular span of time. Due to employee turnover, corporation has to suffer from losses and affect its overall performance to a great extent. The purpose of present study is to identify impact of the same on productivity of Marriot hotel so that management can develop alternative solution in the same direction. It assist firm to improve productivity and motivate workers to perform better that leads to ensure long run survival of firm with great profitability.

Basically, four types of turnovers are there such as voluntary, involuntary and functional (Dawal, Taha and Ismail, 2009). Along with that dysfunctional staff turnover is also important in which high performance personnel leave the job. On the other hand, this function of turnover is that in which low performing employees leave the organization. It does not have much impact on performance of company and does not aid to increase in the cost. When high performing workers leave the job, corporation has to bear from losses and it cannot be able to deliver good quality of services to large number of buyers (Eskildsen, Kristensen and Westlund, 2004). It also has significant impact on future business activities of Marriot hotel thereby management has to acquire new people. It occur huge cost at the initial stage and workers also takes high time to learn about working as well as culture of Marriot hotel.

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The present research problem is of Marriot International that is a diversified hospitality corporation and provides wide range of services to large number of buyers. Marriot is the largest hotel and operates over 80 countries of the world (Bianchi and Drennan, 2012). Marriot hotels and Resorts is flagship of Marriot International. It has several resorts as well as bars that provide variety of services to all people. It was also proposed for the firm to open its brand in India by the year 2014 that facilitate to increase large number of buyers and cater need of different types of buyers in an effective way. As hotel industry is people oriented where employee turnover is likely to occur.

There are several problems faced by personnel that lead to force them to leave job and grab another opportunity which seems better for them. Due to this problem, organization faces problem in increasing productivity and meeting requirement of buyers in an effective manner. It creates barrier in the successful operations of the company.


To identify impact of employee turnover on productivity of Marriot hotel


Research questions

Factors that contribute to the research project selection

There are several factors that contribute towards selection of present research topic which facilitate to develop deep understanding of scholars and enable them to study precisely about the problem.

Below mentioned factors contribute to research project selection

Scope of study-There is a wide scope of research on the present topic on impact of personnel turnover on productivity of Marriot hotel. Here, researcher can find the best solution for present business problem and assist management of Marriot hotel to retain employees for long span of time (Halepota and Shah, 2011).

To solve problem of corporation-Hotel industry is people oriented industry and it cannot work without competent personnel. Here, increasing employee turnover affect overall performance of company as well as industry as whole. Hence, selection of present topic facilitates to solve problem of firm and helps to develop alternative solution for the same (Islam, 2014).

Expand career opportunities for workers-The present problem helps scholars to know the causes behind employee turnover that facilitate management of hotel to solve issue faced by workers. It assists management of company to expand career opportunities for workers and ensure their personal development that increases their attention towards work.



Research Methodology is an appropriate way to develop deep understanding among scholars in order to provide solution for present business problem. It is systematic process for gathering data as well as analyzing the same which facilitate to fulfill aim of study.

Research philosophy

For present study on impact of workers turnover on productivity of Marriot hotel, Interpretivism research philosophy will be used that facilitate to provide in-depth knowledge about causes of problem (Chapman, 2011).

Research approach

Inductive approach will be used for the present study which assists scholars to concept of employee turnover as well as reason of the same. Here, specific information for the present research problem is identified at first and then generalization of the same is done by using relevant theories (Suri and Clarke, 2009).

Sources of data

Secondary data will be used to gather detail information in relation to know the impact of employee turnover on productivity of Marriot hotel.

Research type

For the present topic on impact on employee turnover on services of Marriot hotel, qualitative types of research will be used (Tracy, 2012).

Research design

Exploratory research design will be used in the present study that facilitates to know the characteristics of population and provide alternative solution for the present problem in an effective way.

Data analysis

In order to analyze collected data for present study on impact of employee turnover on services of Marriot hotel, thematic analysis will be used that facilitate to draw valid conclusion and give answer for research questions.

Reliability and validity

Reliability and validity will be ensured by accessing authenticate sources of data and for gathering data of specific size prior permission will be taken.

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In this section of the project, the selection of various research methods has been explained along with the justification behind their selection decision.

Research philosophy

Here in current scenario, the researcher has applied the Interpretivism research philosophy. With the help of this current philosophy, the researcher has tried to focus upon the attainment of detailed knowledge about the subject matter. Through this aspect, it becomes clear to get hold on the subject matter and most importantly the researcher could be in position to accomplish all the research objectives (Chapman, 2011). It is to acknowledge that through Interpretivism philosophy, the opinion about the staff turnover could be identified by the researcher. As per the nature of subject matter, this particular philosophy could be applied as compared to the positivism research philosophy. This gives huge priority to the element of gaining the knowledge from single dimensions only and it includes the universals facts and figures. There is no such description or argumentation about the subject matter in positivism research philosophy.

Research approach

It is a research technique that is required to be selected in very painstaking manner. In current scenario, the inductive approach has been taken into special consideration. It is to acknowledge that the researcher has two options on the ground of applying the suitable research approaches. First one is the inductive approach and other one is the deductive approach. These two kinds of research approaches are very much popular and common among the research fraternities (Saunders, Lewis and Thornhill, 2007). Here, inductive approach has gained advantage over the deductive approach. In the case of inductive approach, the researcher has a chance to deal with the theoretical aspects of the study. In this research approach, the researcher tries to observe the pattern of particular activity and then lead towards the particular conformation of theory.

Research type

This particular factor is highly dependent upon the nature of data or research nature. If the nature of the information is subjective in nature then it is clear that qualitative research type could be suitable. On the other side, the numerical or statistical type of information could be handled through quantitative type of research. It is to acknowledge that the current topic is subjective in nature as it is focused upon the psychological or the behavioral aspects of the workers (Suri and Clarke, 2009). The researcher is aiming at identifying the impact of employee turnover on the productivity of hospitality sector organization. Here, the data is completely subjective in nature and special consideration has been paid to the collection of detailed information.

Research design

Out of three major research deigns (exploratory, casual and descriptive research designs) the exploratory research design is the most suitable and significant in current perspective. The exploratory research design allows shedding light on different aspects of employee turnover and related concepts. The objectives of the study like identification of causes of staff turnover etc. could be easily accomplished as exploratory research design has been practiced by the researcher. It is clear that exploration of the data and information is required in present report else the concrete findings or results cannot be given by the researcher. Further, the relationship between organizational productivity and attrition rate could be realized only after the application of exploratory research design (Tracy, 2012).

Data collection

The researcher has freedom to collect the data from two perspectives either from the primary sources of data collection or other source could be the secondary sources of data collection. It is clear that the primary sources of data collection are interviews, questionnaires and observations etc. With the help of primary sources, the fresh and actual data as per the current business or organizational environment could be gathered by the researcher. On the contrary, the secondary sources provide the fundamental and conceptual knowledge about the subject matter as the view point of various researchers and people could be engrossed by the researcher. Thus in current scenario, the researcher has given priority to the secondary sources of data collection (Hjorland, 2005). The secondary sources of data collection are online books, journal articles and most importantly the analysis of previous researcher taken place into the same area.

Data analysis

It is another very significant method which cannot be neglected by the researcher. It is something which might put its impact at the research results and findings. It is to acknowledge that the accuracy of analysis is required for the reliability and validity of the report. In present scenario, the researcher has concentrated on the thematic analysis due to qualitative nature of report. In order to analyze the secondary data, the researcher should give adequate amount of consideration to the theme construction process and for the purpose, thematic analysis could be conducted. With the help of thematic analysis, the researcher has made various themes and has proposed the findings and research outcomes (Tracy, 2012).

Ethical consideration

It is another very significant aspect of the study which depicts the authenticity and genuineness of the report or study. To avoid the unethical practices the concept of plagiarism and alteration of data has been avoided by the researcher. There is no such evidence of manipulating the data by previous researchers. Thus in this way, the researcher has prioritized the element of ethical consideration.
Literature review: In this section, the studies of previous researchers have been analyzed in effective way so that the conceptual as well as theoretical knowledge about the personnel turnover and its relationship with organizational productivity could be identified.

The term employee turnover suggests that the staff people are leaving the organization due to various aspects and it is enabling them to focus upon other organizations and jobs profiles. High level of employee turnover is disadvantageous situation for the organization and it lowers down the productivity of the organization. It is something that might affect the entire trajectory of the hotel and the sustainability factor could also hamper if the ratio of employee turnover is very high (Cattermole, Johnson and Roberts, 2013).

There are various reasons which might foster the ratio of staff turnover and could put its impact at the performance level of the workers as well organization. The main reason which could increase the employee turnover is related to the construction of human resource policies. It is to acknowledge that if any organization is not having proper policies and they are practicing the unethical business practices then it might create the environment of job dissatisfaction. Employee might feel de-motivated and it can encourage them to break down their tenure with the organization. According to some management experts, positive policies helps in creating the environment of job security and the trust of human resources could be gained by the higher authorities (Human Resource Management, 2013).


As per the Herzberg’s two factors theory, the organization is supposed to put entire consideration on the safety and security of the employees. If workers are not feeling safe and secure within the organization then it might lower down their engagement level and most importantly the employee turnover ratio could be increased. At the same juncture, it could be said that the element of organizational culture is also very much helpful in managing the personnel retention. If the internal work culture is good and positive then the employees could be retained for the longer period of time. The positive impact of organizational culture is that it enables people to establish proper communication among them and the level of stress could be minimized (Pearn, 2003). As per the management experts, it has been observed that low level of communication and stressed working environment always leads towards the high level of turnover of employees. In hospitality industry, the level of stress is generally very high and the higher authorities should take adequate amount of consideration to avoid the stress and pressure level. Thus it could be said that stressed working environment, unfavorable human resource policies, and improper job security and low level of communication are some of the most significant reasons behind the high level of staff turnover.

Ahead, it is also clear that the negative impact of employee turnover could be realized upon the performance level or organization (Phillips, 2004). It has been observed at various instances that the workers are the backbone of company and their performance is something which helps in surpassing the competitors and creating the distinctive brand identity. It is to ascertain that whenever any organization hires any employee; this particular process involves huge cost which could be in vain if employees left the organization at very early stage. Further, the organization provides the adequate amount of training so that they can understand the organizational culture and work and same wise the organization incur the cost on training sessions as well. So, if workers are leaving the organization very frequently then it could be treated as unnecessary expenses and burden could be realized by organization. In core management terms, it is something which is wastage of financial resources which is not good for the performance aspect of the business entity (Thomas, 2010).

Next factor is that when an organization is able to retain their employees for the longer period of time then they can definitely delegate the responsibility and authorities to their personnel. The trust level could be improved and the staff people could become part of decision making process. In short, it could be said that the organization can get the privilege of experience level of staff people if employee turnover ratio is minimize.

In the case of attrition rate, the organization might lack on this area and they could end up by losing their experienced and competent employees. Retaining the highly skilled employees could be the advantage for companies as it contributes in bringing the improvement into the strategic position of the business entity (Underwood, 2000). Thus, it could be said that there is a negative impact of this turnover on the productivity of the hotels. This particular problem could be resolved by the organizations in very easier way. It is to acknowledge that there is requirement of improving the communication process within the various hierarchical levels. According to some researcher, it has been found that good communication is the ultimate for most of the management issues. It helps in two ways; first the level of professionalism could be increased and the level of understanding between the higher authorities and employees could be improved. Through this factor, it becomes possible to win the trust of staff people.

Further, it is suggested that there should not be any negative aspects into the organizational culture. It is a duty of hotel that they should avoid unethical management activities so that the pleasant working environment could be fostered (Tremaine, 2002). The discriminatory behavior need to be stopped through construction of proper human resource policies as it put positive psychological impact at the mindset of employees and encourage them to stay associated with the business entity for the longer period of time. Thus, these are certain strategies or business practices that could minimize the employee turnover ratio and could enhance the organizational productivity.



In the era of globalization, there are various factors which affect the entire productivity of the organization and hamper the strategic position of the organization. Employee turnover is one of the major attribute of internal business environment that has huge level of negative impact at the performance of companies. Employee turnover has become major challenge which is required to be managed in a painstaking way (Becker, 2010). Here in this report, the entire set of consideration has been paid upon the identification of impact of employee turnover on the productivity of business entity. For the same purpose, the organization that has been taken is the Marriot hotel.

Review of Literature

Employee turnover refers to a leaving ratio of the staff people from the organization. It is to acknowledge that turnover of employee is major considering element for the organizations. The management experts have provided the fact that due to the more job alternatives, the employees have option to leave the job if the satisfaction level is not so high. The list of reasons behind this includes the unethical business practices. It is to ascertain that when company is not able to meet out the employee expectation then it leads towards the job dissatisfaction and results in high level of employee turnover (Martins and Terblanche, 2003). Further, the element of discrimination is another reason which creates the heat among the employees and destroys the internal organizational culture. Due to discriminatory behavior, employees felt threatened and insecure and left the organization. It has been observed that companies are required to build healthy relationship with employees so that the discriminatory behavior could be avoided. The productivity of the company could be hampered if there is low retention ratio of employees. The organization could not get the advantage of experience employees and decision making process could become ineffective. Further, the brand reputation of the company is also spoiled if employee turnover is not under control (McQuerrey, 2013). The problems might be faced in acquiring the new and competent employees. Therefore, these are possible negative consequences of the employee turnover.


The proposed methodology into the report is completely based upon the nature of the subject matter. Here, the researcher will use the Interpretivism research philosophy so that the detailed analysis could be done in effective way. Further on the ground of approach, the inductive approach will be used so that the research outcomes could be presented through observation. The main section of the methodology is related to the selection of appropriate research type and here the qualitative research type will be used so that the behavioral and psychological impact of organizational culture could be measured on the employee turnover (Saunders, Lewis and Thornhill, 2007). The research design is exploratory in nature as due to exploratory research design the subjective information could be gathered. Further, the researcher will use the secondary sources of data collection. The extensive usage of online journal articles, previous researches and books will be preferred by the researcher. At last for the analysis purpose, the proper consideration has been given to the thematic analysis.

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Theme: 1. Low level of communication is the major reason behind the employee turnover.
By revealing secondary data, it is found that major problem behind employee turnover is low level of communication among employees. It creates dissatisfaction among workers and they cannot concentrate on their work. Employees of Marriot hotel faces problem related to proper span of control and guidance which affect their performance and decreases productivity to a great extent. Further, there is less interaction between upper and lower level management; thereby workers cannot come to know about their targets along with deadline. Therefore, workers are not motivated properly to achieve their set targets and hence they leave their jobs.

Theme: 2. Job security and poor supervision is also responsible for the high turnover.
By collection of secondary data, it is found that employees of Marriot have fear regarding job security. They also do not get proper support by the management which de-motivates them and they cannot concentrate on their work (Jiang, Baker and Frazier, 2009). It has direct impact on productivity as well as quality of services thereby profitability of corporation decreases to a great extent. There is also uncertainty about span of control that mislead employees towards completion of their task. It leads to create confusion among workers and they take decision to leave the organization by seeking for better opportunities.

Theme: 3. Experience employees could contribute into the decision making process.
With the help of secondary data, it is found that high performing employees contribute towards taking an appropriate decision in relation to increase in the productivity or improving quality of services (Yee, Yeung and Cheng, 2008). Due to high employee turnover, Marriot hotel cannot take advantages of experienced employees as they have to hire new one who may not possess such types of skills due to lack of experience. It affects productivity as well as performance of corporation.

Theme: 4. Employee turnover has negative impact at the productivity of cited hotel.
Secondary data highlights that, employee turnover has direct impact on productivity of Marriot hotel thereby management cannot be able to cater need of different types of buyers in an effective way. Due to high employee turnover, new employees are replaced that create cost as well as takes high time of management, in between productivity decreases to a great extent. It has bad impact on overall performance of the firm. Employee turnover takes high time of corporation to recover performance and cope up with changing scenario. It also has effect on reputation of corporation that leads to affect goodwill of the company.


From the data analysis, it can be said that employee turnover is a serious issue that affect overall performance of Marriot hotel by decreasing productivity to a great extent. It has a negative impact on the quality of services as well that lowers the profitability of the company. Further, poor supervision and low level of communication create problem for workers in achieving their targets on right time.


From the report, it can be concluded that employee turnover is the biggest problem for growth of the corporation that affects overall performance of the same. Due to this, management of company is not able to increase productivity as well as profitability. It can also be said that poor supervision and ineffective communication among entire department leads to increase employee turnover and also creates dissatisfaction among workers.

In order to solve the present issue, management should adopt effective strategies such as training and development (Bianchi and Drennan, 2012). Further, employee should be provided monetary as well as non-monetary rewards that boost their morale and they can work with zeal and enthusiasm. On the other hand, management of Marriot hotel should ensure about continuous learning among workers and adopt support style of leadership that leads to motivate employee to perform better. Personnel of Marriot hotel should be invited in the decision making process and they should be treated as assets of firm.


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