The Great Resignation in Hospitality: Stressors, Pandemic Impacts, and Retention Strategies

Abstract

    This study investigates the compounding factors driving high turnover in the hospitality industry, where pre-pandemic attrition rates (60-120%) were exacerbated during the Great Resignation. Through in-depth interviews with Macau's five-star hotel employees, the study reveal how three interconnected factors shape turnover intentions: (1) occupational stress intensified by understaffing and demanding service standards, (2) limited career advancement opportunities, and (3) pandemic-related job insecurity and health concerns. Our analysis demonstrates that actual resignations require specific triggers - notably better job alternatives or financial security - while retention is strengthened by supportive work environments and transparent career pathways. The study contributes a novel 4Rs framework (Retirement, Reconsideration, Reshuffling, Reluctance) to explain post-pandemic turnover dynamics, offering practical HR solutions including psychological capital training and structured promotion systems to enhance workforce stability