A MATTER OF TURNOVER Jack Leibrnan, Generai Manager of the Golden Paradise Hotel, turned to Sarah Yip, the HR Manager. 'Weil Sarah', asked Jack, 'What have you got for us?' Sarah moved to the head of the boardroom table and turned to face the hotel's senior management. 'As you are weli aware, the hotel's focus has been on improving customer service. Overall, the feedback we are getting is extremely positive. However, we are starting to experience some difficuities.' 'Why is that Sarah?\" asked Jack. Sarah displayed a PowerPoint slide showing the labour turnover gures for the hotel. 'Although these are only yearto~date figures', said Sarah, 'it is quite clear that we are experiencing a dramatic increase in labour turnover, especially in administration and food and beverage. If the current trend continues, theoretically we will have lost every one of our existing F&B employees by the end of the year.' Jack turned to Gail Verco, Manager of F&B, and said 'Gaii, any comments?' Gail paused then replied, 'Yes, I think the problem lies in the quality of people the HR department is sending us. With the high rate of unemployment, I would think we should be able to attract betterqualied applicants. Frankly, a lot of people we are getting are just not up to scratch.' Before Sarah could respond, Jack turned to the Accounting Manager, Sam Mancinelii, and said, 'Sam, what about Accounting?\" 'Weil, I agree with Sarah that turnover is too high and getting worse. A51 see it, the problem is that our pay and conditions are not competitive.' 'Oh come on Sam, you can't be serious', exclaimed Jane Vittachi, the hotel's Marketing Manager. 'Our salaries are very competitive. How many of us sitting at this table would still be here if the pay was no good?' Sandra Yeo, Pubiic Relations Manager, said 'You are all wrong. We are losing people because of the opening of the \"Green Palms" and the "New Imperiai". It's natural, new hotels steal people from existing hotels like us.' Jack looked around the table and then said, 'It seems clear to me that we have a problem with turnover. It is also apparent that we don't have any idea as to what the reai causes are. Lots of ideas but no facts! Sarah