Factors Affecting the Decision to Remain in the Hospitality Industry Among Hotel Front Office Desk Employees: The Case of Israel

In the hotel industry, the front office serves as one of the most important points of contact with guests. One of the main problems in the hospitality industry is the high rate of turnover. This study examines skills and perceptions among front office employees in Israel, most of whom are young, single, and female. The study examines the main factors affecting an employee’s intentions to remain in the hospitality industry. In addition, the study compares job perceptions and required skills between hotel chain and non-chain employees. The results suggest that being male, being an immigrant, and having a higher education raise intentions to remain in the hotel industry. Scoring higher on perceptions of the job increases an employee’s intentions to remain in the industry as well. Higher position has a positive effect on the probability of remaining in the industry, while working for a chain does not affect this probability. In addition, this study attempts to offer front office managers some useful recommendations. 

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