Interview 1  EXIT INTERVIEW

I: Hello, good afternoon Pierre. How are you doing?

R1: Hello Maria, I am doing good. How are you?
I: I am good, thank you. I wanted to firstly thank you for the time taking to do the
interview. Mm... I hope that you and your family are safe and healthy during this difficult
time that we are currently facing with coronavirus.
R1: Yes, thank you so much for doing the interview to me. Mm... and yeah, I am glad that
my family is good. I hope that your family is also doing well.
I: Yes, my family and me are doing gladly well, so I hope it stays like this. So first a full, I
will explain you how this interview will go. It will approximately take 30 minutes. The topic of
the interview is about employee turnover. So, I will ask you questions and remember that
there is no right or wrong answer. But before we start, I would like to share with you that
you as a respondent will remain anonymous and all the information from the interview will
be maintained confidential.
R1: Perfect.
I: So please feel free to express everything you have in mind.
R1: Of course.
I: Is it okay if I record you?
R1: Yes, no problem.
I: Thank you. Before we start, do you have any questions?
R1: No, I don’t think so.
I: If you any questions, just ask them throughout the interview.
R1: Alright.
I: Pierre, my first question would be, you left the company of SHRS and why did you begin
looking for a new job?
R1: Basically, I started looking for a new job because eh, I felt that I did not have enough
responsibilities and I wanted new challenges. I worked 1 and a half year as a waiter and
wanted to grow So, at my work position as a waiter I didn’t have the responsibilities I was
looking for and that is why I started looking for new a job. And also, because my boss was
eh, a little bit decisive, like he had a strong leadership and like he didn’t let the other
employees like me take part in the decisions and so on. Those were basically the two
reasons why I started looking for a new job somewhere else.
I: Alright, thank you for sharing. What you just explained leads my next question which is
about the main reasons why you decided to quit the company.
R1: Haha, I think I already said it but do you want me to answer again?
I: Indeed, you basically already covered it but if you don’t mind, could you mention the
reasons why you left SHRS?
R1: Yes, of course. That is not a problem. Well as I said before, my manager was were
decisive and he was all the time directing and everything and not letting the other employees
like me take part of the decisions in the department or with the guests. If there was a
problem like we couldn’t take part on solving the problem, mm… so that was one of the
decisions, sorry I meant the main reason. But also, because, I am a really social person and
I didn’t feel that there was like a team in the work environment. For example, we didn’t do
any activities or things outside our work and that is something I am looking for in my new
job. Be able to share time with people I work with outside of the hotel.
I: Thank you for repeating again the main factors that made you leave SHRS. They are very
valuable reasons. And what could have been done for you to remain employed at SHRS?
R1: Mm…, let me think. So, in order for me to have stayed in the company, I think eh, would
be first of all the manager. He should have been more integrative. I don’t know if this word
exists in English.
I: What do you mean exactly with this word?
R1: Basically, that he should have integrated the employees when taking decisions and also
treated us differently. He was very focus on us doing tasks like robots and with the time I
got demotivated. Because of course you go to work to do tasks and work but not only do the
tasks. So, I think that he should treat his employees differently, less directive and maybe
giving us as employees more responsibilities or that we can give our opinions more and be
part of the decisions. Also, I have experience in other hotels mm... and I did fun activities
with my work colleagues. In the other job that I had in the other hotel, we did a lot of
activities week when I started, so we could know each other and know a little bit about
ourselves in a more personal way. I think this helped to have a better work environment
after knowing each other a little bit more.
I: Thank you for sharing. Those are good points that if they would have happened at SHRS
you would have perhaps taken another decision and still be working for SHRS. And
throughout your time in the company, did you feel you had the necessary training or
materials to perform your tasks successfully and independently?
R1: Mm... Honestly, I don’t think I had the necessary materials and knowledge to do my job
good.
I: Could you please elaborate on that?
R1: Basically, because I had no experience about Leading Hotels and eh, the procedures are
different in these kinds of hotels. As I said before, my manager did not give me a tasks list
with the tasks and how to do them. Of course, every waiter has to walk with a tray and bring
the food and the drinks to the table but I was missing a training or something where it is
written what I have to do. From what I have heard, there are a lot of standards you have to
apply when performing tasks.
Gladly, I had previous experience, but not that this type of hotel and I could pardly put that
experience in into play and and help me going through going hold this job. But still, I think in
order to have been able to to do a better job, I think I should have received a bit of training.
You know, a training where they explain how you have to treat the client as it is expected in
Leading Hotels.
I: Yes, indeed. Training is fundamental in order to provide great customer experience and
exceed their expectations. Mm... So, my next question for you, Pierre, would be did you
share your concerns with anyone at the company prior to leaving?
R1: Yes. Eh… I had one like close friend that he was also from France like me. So that I
always talk to him and like ask them if the attitude of the manager was only like that
towards me or if it was for everyone else, because I, I was a little bit confused and irritated
sometimes. And yeah, I talked to him and I asked him about the decision I should take and
yeah, I talked to him, but I decided to leave the company.
I: Alright. Well, management is an important factor within Sport Hotel. Mm… just to double
check, you did and talk with your manager prior leaving.
R1: No, I didn't talk to him like as I said before. He was always very, very direct to all the
employers and I didn’t feel the necessity to tell me that I was thinking of quitting. And as I
said, I talked to this friend of mine and he told me that he was like that with every
employee. So, he wasn't going to change. So I decided to leave directly and not have to talk
to him.
I: Alright. well, that's a pity, that you couldn’t or decided not to inform your manager
beforehand. But I would like to know now that you left. As for details, are you currently
working somewhere else?
R1: Yes, like before saying goodbye to this job, I started looking for new jobs. And until I got
a new job, I, mean, when I got the new job, I decided to quit this job.
So currently I'm working. I decided to move to Madrid, Spain. And yes, I'm currently working
here and a really good hotel. It's like a five-star hotel and for now, I really like it. However
now with Coronavirus, the hotel is totally closed, so I can't I can't work. And I'm back in
France right now with my family.
I: Good to hear that you have a job right now. What made you decide to accept the new
position in the hotel in Madrid?
R1: First of all, I was a little bit tired of my last manager. Like in the hotel in Andorra was
not feeling really good because of the manager and I felt lost a lot of time. So, I felt I wasn’t
doing well. So I've always wanted to live in Madrid. I think it's a very cool city. So that was
the main reason I started looking for jobs there. Also, like at the new hotel I met all the staff
and talked to them and seemed very nice. I felt that there was a better atmosphere there.
And it is also a good job and the position that I have in food and beverage I think I have a
similar position like in Andorra. But also the aspect about responsibilities I think is different
because a colleague from the hotel was for 7 months a waiter and now he was mm.. he went
up to supervisor. So that is something that motivates me and for example that did not
happen in Sport Hotels.
I: Well, I'm glad to hear that that you accepted the position and that you are feeling well in
the company and in the team. And at your new job, well, you worked, there, for some time
prior closing down. And did you receive a welcoming training, orientation or something
similar when you arrived?
R1: Yes, like, definitely. That was one of the things that I was missing about my other job at
Sport Hotels. Yeah here it was the first week that I started working and I had a lot of
training. I was going through the different departments of the hotel, even though I'm food
and beverage. I got to explore like every aspect of the hotel. So, my manager, what he told
me was in order to be able to understand what's happening and like to get to know everyone
in the hotel. I think that was a really good thing. So, I spent the first week going from place
to place, meeting new people and knowing how things are done here in this hotel and yeah,
after the first week, I was a little bit more prepared to do my new job. And already knowing
everyone, every employee, So, yeah, at the beginning of the second week, I was already
doing my job.
I: Well, that that's very good. But just let me get things clear if I understood you correctly,
you said that you were really happy with the introduction week you had in the hotel in
Madrid. But you said something that you that that was something that you were missing in
the hotel in Andorra?
R1: Yeah, definitely. It was something I was missing. You know, let me explain you. For
example, in this Sport Hotel in Andorra, when I arrived there, the manager told me to go one
day earlier, prior to my start and he just gave me a tour of the hotel and showed me around.
But he didn't gave me like a specific training or like explain me anything about the company
or orientation day or something like that. Like he just gave me to talk to me for a little bit
and then he told me that I should come the next day all dressed and start working. I think
that was that was something I think should have been done better.
I: Thank you for explaining Pierre. And to what extent do you believe that this training or the
welcoming process that you had was sufficient for you in order to execute your task
successfully?
R1: Oh, where do you mean?
I: In the hotel in Madrid.
R1: As I said earlier, I found it helpful that I had an introduction week where they explained
me the facilities in depth of my department and the expectations they had from me. So
already before the first working day, I had an idea of what my tasks were and it was good
for me. But also, they showed me around of the hotel in general. For example, they showed
me the spa and told me that I had discounts during weekdays or things like that which are
nice to know. In Andorra for example, since I didn’t know my tasks, my colleagues were
explaining me the things in front of the customers that were drinking coffee and for me it
was okay, well not okay but I wouldn’t like it if I was the guest.
I: Indeed, being prepared and having the knowledge of your tasks prior to start working is
helpful and thus, you can be more efficient at the workplace. And I um, I would like to ask
you, have you ever heard about induction process?
R1: No, I have no idea.
I: No. Okay, let me let me describe it.
An induction process is a form of introduction training for new employees so that they can
perform their tasks properly. And also, and in induction process, you are provided with
information about the company, their values, vision, mission and expectations for the
employee.
So, to what extent do you consider that if an induction process would have been
implemented at Sport Hotel, you would have stayed in the company for a longer period of
time?
R1: I mean, I don't think I can't answer this question like right now because obviously I
think I would have stayed a little bit longer if if I would have gotten the chance of getting like
a specific training, as you said. I think I would have known to do my job much better. I
would have known the other employees much better. And probably we could have done
more activities outside of the hotel and like get to know each other more and have a better
working atmosphere. So that would definitely made me stay for a longer period of time. But
on the other hand, if my manager would be the same, I don't think I would have stayed
much longer because I just couldn't stand that bass and that it's so direct and decisive as I
said before, I like a work environment. I'm really a team player and I don't I don't think and
that the manager was going to do that. So yeah, as I said before, if if I would have a
induction training, probably I would have my experience down would have been much better
and I would have been able to perform my job much better. But if my manager would have
been the same, I wouldn't have stayed there.
I: Alright, so the manager was for you a really important aspect of leaving. Is that correct?
R1: Yeah. Because like the manager like it, he didn’t gave me the confidence to be able to
have more responsibility, to be able to grow, because what they believe is when you when
you are working in a company, you don't want to stay on the same job for, like, every time
you. You want to go and have more leadership positions and like have more responsibilities.
So, I didn't feel like my manager was like that and wouldn't let me do it. So that was it.
I: Alright. And would you consider coming back at both hotels in the future?
R1: I mean, you now know what's going to happen. I'm really happy where I'm working now
in Madrid. However, I had a great time in Sport Hotels and like, who knows, like maybe there
is another manager that I am more confident with. And if they would gave me this training
you are talking about, I think it could be a really good place to be done work there. But you
never know what's going to happen.
I: Thank you very much for sharing. And just to round off the interview, what aspect should
have changed for you to return to Sport Hotels?
R1: As I just said before, it would be a change of the manager and getting that specific
training at the beginning to know the other employees, my colleagues, and be able to
perform better at my my job.
I: Perfect. Well Pierre, thank you very much for your time. This marks the end of the
interview. And actually, these were all the questions from my side. Do you have any
questions or anything you would like to add to the interview?
R1: No, thank you so much for doing the interview and I don't have any questions, but I
wish you good luck in the future, and I'm sure you're going to do great things.
I: Perfect. Thank you very much. Have a lovely evening.
R1: Yeah, you too. Thank you.

Interview 2  EXIT INTERVIEW MARIA

I: Hello. Good morning, Maria. How are you doing?
R2: I am good and you?
I: I'm also really good, thank you very much for taking time to do this interview. I hope that
you and your family are safe and healthy during this difficult time that we are currently
facing with a coronavirus.
R2: You are welcome. My family is in my house.
I: Oh, okay, that that's really good to hear. I'm glad for that. Well, I will firstly explain you
how the interview will go. So, the interview will take approximately 20-30 minutes. And the
topic of the interview is about employee turnover. Alright, so I will ask you questions and
remember that there is no right or wrong answer. Before we start, I would like to share with
you that you as a respondent will remain totally anonymous and all information from this
interview will be maintained confidential.
R2: Okay, perfect.
I: So please feel free to express everything you have in mind. And is it okay if I record you?
R2: Yes, of course.
I: Perfect, so do you have any questions before we start with you?
R2: No. Let´s start.
I: Indeed, let's start then directly. Why did you begin looking for a new job?
R2: So, I just started looking for a new job because the main reason why I went it to Sport
Hotels is because it was the best hotel in Andorra and it is part of Leading Hotels of the
World. I had never worked at a Leading Hotel before and wanted to try it out. I wanted to
learn mm… how to work in a hotel like that and I did never receive a mm... training or any
information Leading. Also, I knew that hotels of leading had to work according to a lot of
standards but I did not get informed about them. After one week, I asked my manager if she
could give me those standards and she said that they were in a folder in the back office. She
didn’t give importance to them. I had a look at them and mm... printed them. In this way, I
could act according to those standards.
I: Thank you very much for sharing Maria. And what were then the main reasons why you
decided to leave the company?
R2: As I just said the reasons why I quitted Sport Hotels. Why? Because I wanted to learn
about Leading Hotels and eh... and how to do the tasks according to their standards and this
was not the case during the time I worked there.
I: Okay, good to know. What could have been done for you to remain employed at Sport
Hotels?
R2: I don't know. But for sure in my case since I wanted to learn about Leading Hotels I
wanted to have a training and an introduction about Leading Hotels. Also, if they would have
provided a session where they provided the quality standards. Then, I also believe that mm…
team work could be strengthened within the company and the department because mm… we
never did activities outside the hotel and working hours.
I: That is good to know. Thanks for sharing these aspects. Indeed, it is proven that
enhancing teamwork with colleagues motivated and engages people at the workplace. It is
unfortunate that these points that you mentioned did not happen during your time at Sport
Hotels. But, did you feel that you had the necessary training and resources to perform your
tasks sufficiently and independently?
R2: I have experience at the front office for two years. But mm... as I said before I had
never worked for Leading Hotels. Therefore, I think I was missing some training on Leading
Hotels quality standards because when I started I never received information about them
and I was not able to perform according to the standards. Also, I didn’t see any task list for
the different shifts. Of course, at the reception in the morning you do the check-outs and
answer the phone and in the evening you the check-ins but there were more tasks to do. In
the beginning I asked my other colleagues and my manager and by doing the tasks I was
remembering them. But there was not a concrete list with the tasks.
I: Maria, just to verify that I understood you correctly, there was no task list for every shift
available neither one for the standards. Is that correct?
R2: Yes, exactly. There was no to-do list for every shift and then for the standards, they had
a list with all the standards but in a folder in a back office. So as if there was no none
because no one had it a look at it.
I: Perfect, thank you for clarifying. And I would like to know if you did share your concerns
with someone at the company prior to leaving?
R2: No because I didn’t have close people in the company. I think this was the reason why I
didn’t tell anyone.
I: Okay, then the employees and the manager received the notice of you leaving the
company unexpectedly right?
R2: Yes.
I: So, once you left, are you currently working somewhere else?
R2: Yes, I am working in a hotel in Spain but now it is closed because of Coronavirus.
I: Well, that’s good that you found a job prior to this chaotic situation of Coronavirus. In
what type of hotel are currently working if I may ask?
R2: I am working in San Sebastian in a five-star hotel. I am working as receptionist as well.
I: Alright, nice to know that you are working in a five-star hotel like Sport Hotels. What
made you decide to accept the new position?
R2: Well, I have a friend who works at that hotel already so that is something that added
value to the position but also because of the good team atmosphere that my friend told me.
And mm… the reputation of the hotel worldwide.
I: That´s good to know that you are working in a hotel were your friend also works. Indeed
teamwork is a really important aspect that makes people feel part of the company. I would
like to know, at your new job did you receive any welcome training or orientation training?
R2: At the new hotel I received an orientation training because I had to go there one day
before me starting to work for the orientation day. I started the 4 th of January and I had to
go to hotel one day before. The manager explained me the hotel facilities and also the
company as itself. We were four people who started at the same and the Human Resources
Assistant gave us a tour and also mm… a session about the company. I also received a
booklet for me with a summary of all the information.
I: Well, I am glad that you had an orientation training prior starting your job at the hotel in
San Sebastian. You said that you received a booklet with a summary of all the information,
to what extend do you think it is important for you to have received this booklet?
R2: For me it is important and I am happy to have it because there it says all the rules that
the company has and of course I don’t know them all but since I have it at home I can
always look at it if I have any question.
I: Perfect, thank you for sharing your personal opinion about the booklet. And we have
talked about orientation training, to what extend do you believe that a training like that is
sufficient for you in order to execute your tasks successfully and independently?
R2: To be honest I think it is quite helpful for me but also for the manager in the future.
I: What do you mean exactly by that?
R2: So, I know it is a pain in the ass to do this training and organize it and spend time doing
it but I think it is very enriching for the new employee because I didn’t know anything about
the company before joining and after that day I had an idea about the whole company and
how it is structured and what it means to be part of the company. So, for the manager it
might be time consuming and boring to do this training but it definitely helps the new
employee and also since I get so much information already, I will ask to ask less to them.
Aa… I also remember that at the hotel in San Sebastian when I did the interview and I got
accepted, I received a job description. That was really helpful because I then already knew
that they expected of me and I was not so lost.
I: Thank you Maria for elaborating and explaining me thoroughly what you meant. I would
like if you had already heard the term induction process before.
R2: No, never. What is that?
I: Let me explain you briefly. So, an induction process is a form of training for new
employees in order to make sure that they are able to perform their task and also mmm.. in
that training they are provided with information about the company such as what the mission
is, vision, rules, the core values etc. Is that clear for you?
R2: Yes.

I: Perfect. And to what extend do you consider that if an induction training would have been
implemented at Sport Hotels, you would have stayed in the company for a longer period of
time?
R2: Mm... I don’t know 100% because I didn’t experience that but definitely if an orientation
training or as you say induction training would have been implemented then I would have
gotten information about Leading Hotels in general and also know more about the standards.
These things were really important to me because that was one of the main reasons I went
to Andorra and to Sport Hotels, to learn about this hotel chain but that was not the case. So,
I definitely think that it would have helped to stay in the company but you never know.
I: Alright, just to make sure I got your answer correctly. You are saying that if an induction
training would have been implemented at Sport Hotels there would have been higher
chances you not quitting the company.
R2: yes, exactly.
I: Great that I understood you correctly. The connection was not so good so wanted to
double check that I got accurate information. And… would you consider coming back to work
at Sport Hotels in the future?
R2: I don’t know but I am person who really likes skiing so Andorra is a marvelous place to
do so and I have good memories about the environment. But of course, perhaps in the future
I could work their again. Why not?
I: Exactly, never say never. Why not going back to work at Sport Hotels if you have good
memories. Indeed, Andorra is a fantastic place for skiing. And last question Maria, you said
perhaps I would go back to work at Sport Hotels but what aspects should have changed for
you to return to the company?
R2: Mm… I don’t know but maybe the training in general should be better but for example,
ehh.. well I would like to have regular trainings on the quality standards because that is
something really important for the hotel from my point of view. Sport Hotels is the best
resort in Andorra and the customer that come here have certain expectations about Leading
so we as employees need to practice these standards so that we can work them out with the
customers and make them wow. Also, as I said before, something that I was missing was a
task list for every department and a job description. In this way, I can be more prepared of
what I have to do and what the managers expect from me. Because I don’t like asking
around. Mm... I think these are the changes I would need to see if I would be considering
going back to Sport Hotels.
I: Alright, well, thank you very much, Maria, for providing in those aspects that should be
changed in order for you to return to Sport Hotels. And this marks the end of the interview
from my side, um, all the questions that I had prepared em… were answered. So, do you
have any questions or anything you would like to add to the interview?
R2: No.
I: Okay, then I would like to thank you once again for the time. And I hope you stay safe
and healthy during this time that you are at home. Enjoy the time with your family and stay
safe.
Maria, thank you. Have a lovely day.
R2: Bye bye.

Interview 5  EMPLOYEE Axel

I: Hello. Good evening, Axel. How are you?
R5: I am good.
I: Well, that’s good to hear. Can you hear me properly?
R5: Yes and you?
I: Yes. Just tax and testing if they virtual interview is working out well. First of all, I would
like to thank you for taking time to do this interview. Where are you at the moment?
R5: Right now I am at home.
I: Okay, at home, great, I hope that you and your family are safe and healthy during this
difficult time that we are currently facing with a coronavirus. Is everyone healthy in the
family?
R5: Yes.
I: So that's really good to hear. I'm glad for that. Well, m let me explain you how the
interview will go. So it will approximately take 30 minutes. The topic of the interview is
about employee turnover and how to increase employee retention. So the interview will
contain several questions that I will ask you. But remember that there is no right or wrong
answer. So please feel free to share everything that you have in mind. And well, actually,
before we start, it's really important to mention that you as a respondent will remain
anonymous and all the information from the interview will be maintained confidential.
R5: Okay, fine.
I: Perfect. Is it okay if I record you, then?
R5: It's fine for me. Yes. Perfect.
I: Do you have any question before we start?
R5: No. We can start over if you like.
I: Okay, so, Axel, I would like to know, how long have you been working at Sport Hotels?
R5: I've been working now for four years at Sport Hotels.
I: Wow. Quite a long time. That's really good. And to what extent are you aware of the core
values, mission and vision of the company?
R5: Here that you're already at the point, I'm not really sure at this moment. The company
for sure has some values which they tried. At the very beginning they try to go into new
employees, but they are not really mentioned in our current daily basis. So we don't really
know and are not really aware in everyday life of the core values. So I wouldn't be able to
mention them to you right now. But of course, as an employee, you know, more or less
where what you have to apply as a value, for example, being kind to to the hotel visitors and
have a friendly appearance. But going more than that will be difficult for me right now to
explain you more.
I: Mm… Perfect. And as for the mission or vision, are you aware of them?
R5: The vision of the hotel is definitely to be the best resort in the area, in the region. That's
what we work for every day.
I: Lovely, great to hear that you know what the hotel is aiming for and so the employees can
give the best out of them. And so Sport Hotels can continue being awarded the best resort of
their principality of Andorra. And well Axel, you mentioned before that you have been
working at Sport Hotels for already four years. What motivates you actually to work here?
R5: Well working at this at this hotel is definitely working for one of the hotels, which is part
of the Leading hotels, and that has a very high level of standards in terms of service and in
terms of approach to customers, which makes everyday life challenging. And also enjoyable
because you get to know some special people on special events, you you you kind of throw
out as well, which makes it a very pretty nice place to be.
I: Perfect. Well, that's definitely a great motivation working, you know, high standards in the
hotel.
I'm glad that that you're really motivated to go every day to work. Let's do a small throw
back to when you started working at Sport Hotels.
R5: Buff, my memory is already a bit bad, haha.
I: Don’t worry if you don't remember a hundred percent, that's not an issue. But do you still
remember how their recruitment procedure was?

R5: So was it fairly simple for the application. It was easy. It was online and then I was
invited to interview. The problems came afterwards with the issue of a visa which was
necessary. And then from Germany to basically travel to an European Union country. And
therefore, you need a visa. And I wasn't really informed of the procedure to issue that
document to be able to work in the country. So, I was a bit lost at that moment. And that
turned out to be right at the end. But I had a bit of efforts to find out the correct procedure,
and I definitely would have appreciate it. More help from a company.
I: Well, I'm I'm sorry to hear that you had to invest a lot of time in researching yourself
about the visa requirements. But did you ask the company for any help?
R5: Definitely asked the company. But the process is quite extensive. I had to ask several
times for several different issues during the process to the company and it would have been
really helpful if they just told one piece of paper or something of all the procedure and all
documents that are required because you need to go to so many placed in your city to get
them and it takes a lot of time. If they attached me in the email like the documents I had to
bring to issue a visa, so I wouldn't have to be in constant contact with them on annoying him
with the issue.
I: Okay well, indeed, that would have facilitated the whole procedure you went through. But
glad you obtained the visa and. You said you did a couple of interviews and everything went
all right. Did they provide you with a job description?
R5: Wasn't any real job description as such handed out beforehand. Only at the interview
where are they really described what they would expect from the candidate. And I asked also
a few more questions in the interview. I can remember about the tests and they just
answered there.
I: Okay, that's good that you had that you asked prior to that. But do you think it would
have been helpful for you to receive a job description?
R5: To me, I think yes why not. I mean it is always good to have written down your
responsibilities and what is expected from you.
I: Thank you for sharing Axel. And when you got hired, how was your first day? Did you
receive any type of introduction training or I mean orientation training?
R5: Well, the induction was a bit poor, really, because they it ended up being a bit. Take
think they had organized something, probably but we really just the first thing was to get the
uniforms. So we went to the laundry room to get the uniforms and then we were supposed
to meet the boss. But while we shook hands and then he had a call coming in. So, at the end
everything got postponed for an hour or two.
And then at the end, we they just told us a few things about how we treat the customers and
our main goal is to keep them of course, I never felt so happy and smiling. So and then we
were dismissed. So that was really the whole induction, in my opinion, is quite below
standard. But anyway.
I: Well, that's a pity that your first day at Sport Hotel was chaotic, as you mentioned. But so
you just to clarify, you didn't get any additional orientation training or something similar.
R5: No, definitely we wouldn't. We were just booked for the upcoming Monday to return for
work, really. They would just place us in our department without any further explanation of
what we had to do or any responsibilities we have to be aware of. So far, so it was really all
very spontaneous We didn't know what to expect at that moment.
I: And how did you feel?
R5: Well, of course, as you employee you feel a bit insecure because you don't know really
what to do and what to expect and what you will find the day you come out. Looking back to
me now, it's actually seemed quite unprofessional image that company was giving off and I
really expected standardization cause all the employers sorry I mean employees to know
exactly as you asked before about the values as well. Just simply to know about the values
of the company to be owned in the same mindset to work properly and to have good results
at the end of the day.
I: Axel, thank you very much for sharing your feelings. And you said that you didn't have
any training at the beginning, but I mean, to what extent do you feel that your professional
needs and ambitions were fulfilled throughout?
R5: Mm…
I: Well, I wouldn't really call it orientation and day or orientation training, as you mentioned,
but were your professional needs fulfilled?
R5: Buff, I think my professional needs at that moment weren't really satisfied, although I
have some experience and some experience before an industry to arrive at such a
prestigious place with so high distinctions, you really would need and expect some kind of
production to help you to be and to deliver the best standards as possible. From the very
first day. It was at that moment really surprising for me.
I: Well, indeed, if you go to any hotel, you would like to be welcomed in a professional way
and receive some kind of orientation training and unfortunately, that didn't happen in in your
case. But but how did you get to know the quality standards of Leading Hotels?
R5: So, they told us that there would be a kind of session with the chief. But we should
study for it using final, which was stored somewhere we didn't really know where to find that
document, which we should study on that beforehand so we could be ready to have that little
briefing with the chief, which actually happens after four years in my case.
I: So throughout the four years, you never actually received this sitting down with your
manager for going through all their quality standards. Is that correct?
R5: Yes, that's correct. At the beginning I've been really working on instinct, some common
sense as well as parroting what more experienced people and colleagues were doing. And
then I asked my colleagues where to find the file where all the standards were. I studied or I
mean read them a lot of times so that when being with the guest I could apply them. But I
find that so unprofessional. Like do a session with the standards and then I don’t know in
order to retain them like we could focus every day on one or two standards. But we don’t do
it. So, I do it for myself.
I: Well, thank you. Thank you for giving your opinion on that. But just to clarify, if I
understood correctly what you have been telling me so far. So, you didn't receive any
orientation training during your first week, is that correct?
R5: We didn't get any orientation. We just were there. We were not always people to ask
for. I could ask my new team colleagues any way or any moments, and they will tell. But
there wasn't really any official induction or sitting down thing with the chiefs or bosses and
telling us what to expect and what to do on how to treat people and what the policy was on
approaching new customers and any kind of similar things. It was really more relying on
instinct and my self-studying of the standards than anything else.
I: Thank you for clarifying. And well throughout our conversation we are having, you
mentioned a couple of times the word induction process. So, I believe that you are aware of
this term.
R5: Yes, of course.

I: Could you maybe explain me or describe it to me?

R5: Yes, I mean, what I would have expected from an induction process would be really, as I
think the definition of it is. Training and then introduction for new employees were some
essential key elements of the company, including values, vision, some history aspects,
together with with explanations and instructions on which activities it is we're going to do
and how to work in that company.
That's really what I would have expected from from it on. I actually had already the
experience with induction process and courses and some other working experience I did
before. For example, at Mandarin Oriental.
I: Okay. And how was how was that induction process of Mandarin Oriental?
R5: Yes, the experience that I've done there was really nice. I really liked it. It was just one
day. I mean, it doesn't have to be anything lengthy, but it was useful and the very first place
the rules for wearing uniforms, what to pay attention, for example, of the tires correctly
worn correctly, or that shoos have to be clean and all the accessories that they're on in
place, for example, but also in terms of their values.
They explained that as what they expect from us. What's their philosophy of treating the
customers and their customer relation policy, if you want to call it like this. So already, from
the very first day, I knew how to come back in the second day and what they would be
expecting from me to perform. Of course, that would be a lot of things to learn, but I already
knew what they wanted from me and what the development of my learning curve should be.
So it was really helpful.
I: Perfect and so that actually leads to my next question. To what extent do you believe that
implementing a process like this would be beneficial for you as an employee if that would be
implemented at Sport Hotels?
R5: It would be beneficial in the same way as it was and the experience I had in Mandarin
Oriental. I wouldn't know in the second day how to come back on and what to do. Probably, I
mean, still things to learn, of course but I know I know the mindset of the company. And it
would help me to develop the skills and attitudes they want from their employees to deliver
that service that they want to do in the quickest manner possible. That would take me too
few days maybe to get myself used to it instead of if I have to learn everything from scratch
and no one no one really helping me.
I: Yes, indeed. So it would be really beneficial for you just to have a clear overview and an
idea in mind of what to expect. Is that correct?
R5: Yes, exactly.
I: Lovely. And if such a process would be implemented, what information do you would you
need when starting to work at Sport Hotels in order to be effective?
R5: Yeah, from the very first beginning, a list of the requirements for the issue of a visa
would have been very, very useful. So we could have done the whole paperwork and other
effective ways. I could even have started earlier. Once really working from the very first day
standards and procedures list or something similar to it would have been useful as well. So
each position, I would know what exactly I would have to do and I could maybe even two
copies of the list and take it home and study a little bit on it.
So I am I'm aware of what they expect from me and what what also customers expect from
the employees of the company in the hotel.
I: Really nice aspects that for you in this case would have been necessary in order to
perform from the first day in an effective manner. Well, now let's move on to employee
turnover, which of course, it's linked with induction process. But which aspects and practices
within sport itself make you feel motivated?
R5: Motivation, I think comes from person in the first place from being able to work with a
very good team and I am very happy with my colleagues, and definitely they are a big part
of their big part and then the motivation of everybody. Also, the high standards that the
customers put on us that demand they have also helps to keep you need to deliver every
day and that that you have to work hard for making them happy and to stand for their
values and for the hotel itself. As an employee here, you also enjoy flexible working
schedule, which is helpful to arrange family life and working life. And the benefits of this
place in particular are really nice. So we can enjoy different kinds of benefits for restaurants.
And also, if we're going to ski, which is one of my hobbies, so I can I can benefit from that
and have extra fun.
I: Nice, those are very enriching aspects to keep you motivated. But are there also any
aspects that make you feel demotivated?
R5: Well, at the beginning, because of the lack of training, it took a while until I was really
used to working environment here at the hotel. So it was quite tough times sometimes. But
now it's way better. It was quite up until recently that was quite an issue with the I.T.
equipment, which is outdated, mean that sometimes really annoying to be solving problems,
which takes seconds and minutes or even hours. They would simplify the work that they
thought so.
I: Thank you for sharing also your aspects that kind of demotivate you and did you ever
think of leaving the company ?
R5: Didn’t explicitly think of leaving the company but still I feel that there wouldn't be
anything really keeping me here if I would get another battle off for somewhere else, I
probably would take it.
I: what could the company do in order to retain you, eh, in order for you not to go to
another hotel if you would get an offer?
R5: Well, the company should raising the salary. But I would also be open to be handed out
more responsibility. Also, I'm very keen on developing my skills and knowledge on the
industry, too. So maybe turning any kind of benefits I'm getting now, just simply because of
being unemployed, too. Training courses for the sake of having that responsibility, thanks to
the training they would provide. I would be open to that, definitely.
I: Those are nice initiative. Well, those are the main reasons for you of thinking of leaving or
were there also other reasons?
R5: As I said before, I didn't really explicitly think of leaving yet but if I get from somewhere
else an offer, which would include the points I just mentioned, they would probably motivate
me to leave the company.
I: If that's definitely something that you're looking for then you should be able to do that.
Well Axel, this marks the end of the interview at least from my side. All the questions that I
had prepared were asked. But do you have anything else or any questions that you would
like to add to the interview?
R5: Yes thank you very much for the questions, I couldn't help it further with your. report
on. Just let you know that I'm happy now. Anyway, when the place I'm working out on, I still
look forward to working a long time here and support Sport Hotels.
I: Well, I'm glad that you that you feel part of the company and that you would like to
continue working there. Once again, I would like to thank you for the time taken and talk to
you. See you soon. Have a lovely day.
R5: Same to you. Thank you. Bye.
I: Bye bye Axel.

Interview 9  EMPLOYEE PAULA

I: Hello. Good evening, Paula.
R9: Hello Maria. How are you?
I: I´m good and you?
R9: I'm fine, thank you.
I: Where are you at the moment?
R9: I am here in Andorra.
I: Oh, nice. By the way, just checking can you hear me properly?
R9: Yes, yes.
I: Good. In case there would be any conection problem or it gets interrupt, just just let me
know and I will call again.
R9: Yeah, sure.
I: Perfect. Well, nice that you're in Andorra. I hope that you are safe and healthy during this
difficult time that we are currently facing. Are you alone in your apartment or with someone
else?
R9: I'm with my boyfriend.
I: Oh, with your boyfriend. Well, I hope that you he is also safe. I heard that in Andorra the
situation is way better than in Spain.
R9: Yes, definitely.
I: That’s good at least you can go walk around the marvelous environment and beautiful
mountains. I wish I could be there. So, Paula, let me explain you how the interview will go.
It will approximately take 30 minutes and the topic of the research that I'm conducting is
about employee turnover. So I will ask you several questions and I would like you to answer.
But remember that there is no right or wrong answer. So please feel free to really express
everything that you have in mind.
R9: Okay.
I: And also, before we start, I would like to share with you that you as a respondent will
remain anonymous and all the information from this interview will be maintained confidential
and will be only used for the study purposes.
R9: Thank you.
I: Is that okay if I record you?
R9: Yes, sure.
I: So, Paula, how long have you been working at Sport Hotels?
R9: I've been working here since April last year.
I: Oh since April, so almost one year.
R9: Yes exactly.
I: And are you happy within the company?
R9: Yeah.
I: Well, good to know that you that you're happy within the company and Paula, to what
extent are you aware of the core values and mission and vision of Sport Hotels?
R9: To be honest, I'm not really sure. I know this hotel is iconic in Andorra and in the
Pyrenees just because they want to transmit their guests that they belong to the family but
related to their values. I mean, I guess they have their own values, but they never talked
about them. They never told us what values they have. So I just use my own values
whenever I have to work.
I: Alright, so just to double check about the values, they never told you or explain them, but
you use your personal values while working. Is that correct?
R9: Yeah, exactly.
I: Perfect and what motivates you to work at the company?
R9: Well, I came to Andorra because my boyfriend was living here and who is working here
in another hotel. So I decided to come here and look for a job. And I heard of this, hotel. I
only heard good things about it. So I just wanted to to try and apply. And I did so.
I: Well, that's that's really good. Indeed, this hotel is famous worldwide and has a really
good reputation. So that's indeed a motivation why to work at the company. And well, let's
do Paula a little throwback of when everything started. So I would like to know, how did you
experience the recruitment procedure?
R9: Mm… I would say was quite quick because I applied at the end of February and in April I
was already accepted. The only thing is that it was a bit chaotic. I was already in Andorra
when I had to do the interview. So it was a personal interview, which was much better. But
the only thing that was a bit more chaotic was that they never told me about the visa which
you have to get in order to work there. Mm… I knew because of my boyfriend, but not
because of the company.
I: Well, that's a pitty and you were quite lucky that your boyfriend already told you or you
were aware because of your boyfriend.
R9: Yes, exactly. I was lucky but imagine that I come here to Andorra and then they tell me
that I need to apply for a visa and all the documents you need. So I mean, the visa process
takes like 4 days or so, so not too long but I mean collecting all the documents is quite time
consuming because you need to go to the public adminsitration to get a … I don’t know how
to say it but the … “antedecentes penales paper” and so on.
I: Oh, you mean the criminal record paper.
R9: Yes exactly. And many other documents which you need to get. So, I was lucky but I
think it would be helpful if in the interview they had gave me a list or they had sent me an
email where I could follow up the steps in order to get my visa.
I: Okey, thank you for sharing. Indeed perhaps could facilitate the process for the visa
applicaion by providing a step by step list. And, well, you said you had a personal interview
and that you and it was much better than if you would do it through Skype or phone. Were
you provided with a job description?
R9: Yes, my manager had a paper and we read through it in the interview.
I: And was it helpful for you?
R9: Yes, really helpful.
I: Why was it helpful for you?
R9: Well, I consider that every job description is helpful because arrive to a new company
and of course the tasks more or less are the same if you are at this level of five star but
every company has its own specialties and stuff. So since in the interview we went through
the responsibilities and stuff, already for the first day I had an idea about what they were
expecting from me and that relieved a bit my nerves of the first day.
I: Okay, well, that's good to know that it was helpful and that it was provided to you. Okay,
so you did the interviews. You were accepted. You did all the visa process. And once you got
hired, did you get any type of introduction, training or orientation training?
R9: No, I never received a proper introduction training. My manager just met with me and
she called so that she could give me a tour around the hotel. Ruth was the one who
explained the facilities and showed me around the resort.
I: Okay and while the tour were you provided or did you get explain about the background of
the company?

R9: She never mentioned those details. She just showed me around and she explained what
kind of food the restaurant had and such things.
I: Thanks for sharing. I would like to ask you to what extent do you feel that your
professional needs and also your ambitions were fulfilled through the tour you had?
R9: Well, throughout the tour, I really think my professional ambitions were not fulfilled
through that tour because you know how I said it was a simple tour and she never really
explained how to use the computer or the phone at the reception and also the standards of
Leading. One of the motiviation as I said before is that it is a really iconic hotel in Andorra
and it belongs to Leading Hotels so to be honest, I would have liked to talk about the
standards and how I need to perform. Because of course at the reception you do the check-
ins, check-outs and close the cashier but for example at Kempinski Munich where I was
working were they had specific standards of okey, if the guest has to sign the invoice, you
have to give him the pen already open or things like that. So I was wondering that for sure
at Leading they had also standards. But she never told me about them.
I: Alright and did you learn that throughout the time?
R9: After a few weeks, I learned how to use everything I had to but because of my
colleagues, they helped me a lot. And I just had a look at what they were doing and how
they did it.
I: And it was only your colleagues or did you get also some other support?
R9: No, my colleagues were their main source of help, and soemthing I really missed like
was a to do list like a daily to do list like I had in my other jobs.
I: Okey, I will note that down that you missed a task list.
R9: Thanks. I think really that that would have helped me or at least see what tasks I could
do. Because my colleagues for example explained me about the phone, so I was basically
picking up the phone while the others were doing check-ins and outs. But I believe that if
there was a task list, then I could have seen if there were other tasks that I could do in the
meantime that my colleagues were busy. I don’t know if I explained myself well.
I: Yes, yes I understood. And Paula, to what extent do you think that the current well, if you
want to call it training or the current tour that you had were sufficient for you in order to
execute the tasks independently?
R9: It was not sufficient at all. I was really lost, I felt really lost the first days and week
because there was nobody that helped me and I didn't know how to do my my job properly.
I: That´s a pity, but I hope that with time on soonish, you you got to learn the things fast.
R9: Yes.
I: And have you ever heard about induction process?
R9: I've never heard about it.
I: Okay well, let me explain it to you so that both of us have a clear understanding about
this process. So an induction process is a form of introduction training for new employees
when they arrive to a company. And in this training, the new employees are provided with all
the tasks that I have to perform and in what way they have to perform them. And also, they
are provided with information about about the background of the company as well as
benefits the rules or the procedures and standards that they have to follow in order to really
represent the company. Is that clear for you?
R9: Yeah Thank you.
I: Perfect, so since it's clear and I would like to know, to what extent do you believe that
implementing a process like that, so implementing an induction process, would be beneficial
for you as an employee?
R9: It would have been really helpful because I think it's very important to have as up front
desk agent such background knowledge.
I: Alright.
R9: What I mean is that it's very usual that guests go to the front desk to ask questions, and
they could have asked me about Leading Hotels or Andorra in general. And to be honest, I
had no idea at that time. I discovered after a while.
I: Oh, well, that's that's really important, especially at the reception where it's like the heart
of the hotel where every guest approaches you and you need to have a lot of information.
So, well, I'm glad that after time at least, you you learned about the background information
about Leading Hotels.
R9: Yes, exactly.
I: Well, mm… imagine that this induction process would be implemented. What information
do you as an employee would need in order to start working at Sport Hotels?
R9: What I mentioned before at that time, I didn't know anything about Leading Hotels and
it could have been helpful if they had provided me a presentation about it or just a simple A4
paper where it is explained the main aspects about this group. I discovered after a while that
they were 800 quality standards, which I didn't know about. I mean I thought that fore sure
there would be standards like in Kempinski but I mean giving me a list just mentioning the
quality standards would have been also good.
I: Thank you for sharing what would be important for you. And well, you said at the
beginning that you're quite happy working at Sport Hotels. I would like to know what aspects
make you feel motivated.
R9: We love the team spirit. We're not only colleagues, we're also friends outside of working
hours and I also really like the salary. It's really, really nice. And what also motivates me are
that the discounts that are that I'm offered.
I: Why do you think these aspects motivates you?
R9: I am a really social person and I really love to socialize with with people. So it's really
important for me. There are good vibes in our team.
I: Alright. Well, indeed teamwork is really important in order to have a good team spirit and
so people feel motivated within our company. Are there are also aspects that demotivate
you?
R9: What I don't really like is when my manager makes decisions and excludes us from
those decisions. Mm.. I would like to be a team for everything, not just for fun, funny things.
I: Indeed sharing the decision power is important, but to what extend does she exclude you?
Could you please elaborate.
R9: So when she has to decide something she rarely includes us and if she does then she
doesn’t really listen to us.
I: Oh, okay. Do you perhaps have any example in mind?
R9: Mm.. yes. So, as they told me the uniforms change from summer to winter and of
course the manager has to see which uniforms she needs to buy. But for me it was quite
shocking that she didn’t involve us in this process or asked for our opinions since we are also
the ones that are going to wear the uniform. But sometimes we have a problem with the
allocation of the rooms or that the guest is not happy with the views, so of course I tell my
manager the situation and I always try to give my opinion on how to solve the issue but she
doesn’t take it into consideration. We always have to do what she says and there can be
more solutions. Maybe hers is the best one but I would feel more motivated if she would
involve us more in the decisions. I think we should look for a solution altogether.
I: Thanks for sharing. And did you ever think about leaving the company?
R9: Leaving leaving not because I'm pretty happy for the moment but of course yes,
sometimes I have ups and downs as everyone I guess.
I: Yes, I think that belongs to the work to have ups and downs sometimes. But overall I am
glad to hear that you you're feeling part of the company and that you would like to continue
your career path at Sport Hotels.
Yes. In everything you have ups and downs. Also with your family, boyfriend or something.
Well, Paula, for me this marks the end of the interview. All the questions that I had prepared
were answered. But I would like to give you the chance to add anything or any question that
you still have and not just let me know.

R9: Mm… let me think. I wanted to mention that the discounts that are offered are really
good. We get to go to restaurants and have discounts. But it would be also good if we get
discounts for trainings, so that we can grow professionally and to be more helpful for the
company.
I: Okay, well, that's really good. Thank you very much for sharing that. And anything else
you would like to add?
R9: No.
I: Well, then once again, I would like to thank you for the time taken, and I hope that you
stay safe in Andorra.
R9: Thank you.

FOCUS GROUP DISCUSSION

M= Hello everyone! Welcome to this conjoint group discussion. Can everyone here
me properly?
R2= I can here you Maria.
R4= Me too.
M= That´s good. Well, welcome everyone! How are you all doing?
R3= Good but bored at home.
R4= Here in Andorra we can go out already for quite some time so that’s good.
How about in Madrid or are you in Amsterdam?
M= I am in Madrid at the moment. I went directly from Andorra to Madrid to my
house.
R8= Good Maria.
M= Well, first of all I would like to thank you for taking time to do this group
interview. I am glad that everyone could make it to the arranged time. I have seen
on the new that in Andorra the situation is way better than in Spain, so you guys
are lucky over there. I hope that all you and your family are safe and healthy
during these difficult times with Covid-19.
R1-R8= Yes.
M= I am glad to hear that. So I will explain you how this discussion will go. This
group session will take approximately 1 hour. The topic of my research, as you may
already know, is about employee turnover. Thus, I want to find out the main
reasons for employee turnover at Sport Hotels and I will create interventions to
increase employee retention at the company. I will act as a moderator and ask you
questions. I would kindly ask you to share your answers and thoughts within the
group and have a small discussion. Remember that there are not correct or wrong
answers and I encourage everyone to participate. Before we start, I would like to
share with you that every one of you as a respondent will remain anonymous and
all the information from this interview will be maintained confidential. So please feel
free to express everything that you have in mind. Is it okay if I record the
discussion?
R1= I would prefer not to get recorded to be honest.
R2-R8= Yes, it is okay.
M= Okay Grego, then the discussion won’t be recorded but I will be taking notes of
the discussion.
R1= Okay.
M= Great. So, any questions before we start?
R1-R8= No.
M= Lets start then. Could you explain the recruitment procedure?
R2= So, when someone applies to Sport Hotels, HR department sends us the CV of
the candidate and if we consider the profile interesting, then we contact the person
to schedule an interview. Sometimes it is in person but the majority of the times it
is via Skype.
R3= And then after the interview we contact HR and give them our opinion. If they
are suitable for the position then HR is the one that contacts them and does all the
paper work with contract and stuff.
M= Thank you for sharing Jordi and Manuel. Is there anyone else who would like to
add something?
R4= No. That’s pretty much what we do in regards to the recruitment procedure.
M= And is the employee provided with a job description?
R8= In my case when I do the interviews to the therapists I never send them a job
description.
R5, R1= Me neither.
R4= I don’t give them a job description but when we are doing the interviews we
talk about their tasks and responsibilities, but physically I don’t send them an email
with a job description.
R2, R3= In the F&B we also don’t give them a job description. We ask them about
their specific previous experience specially to evaluate their skills.
M= Okay, good to know. Would you find it useful to send them a job description?
R4= Well, I think it would be a great idea since what I experience at Front Office is
that they do not have an overview of our expectations for the department and their
tasks they are responsible for.
R7= In my case, I believe it would be beneficial for us but also for the employees
because there would you clarify our expectations of the employees and have an
overview of their duties. By this we would avoid that the employees are not fulfilling
their specific tasks.
R2= It would be good indeed as Miriam and Elvira said to have a job description
but then we would have to send it after the interview once we have mainly
discussed them during the interview I believe.
R3= Yes, that’s a good idea because then the employee can already get an idea
during the interview but have it written down on paper and have it via email.
R8= I like that idea. We could mention and the end of the conversation that they
would receive the specific job description per email if they are suitable for the
position. So what I mean is that before they actually sign the contract or accept the
position, we send them the job description once we approve their profile and then
they can make their choice if they would like to work at Sport Hotels.
M= Thank you for sharing. Indeed, providing a job description to the employees
would benefit you as employers but also them as employees because both of you
will have discussed the expectations and job responsibilities. This actually leads to
my next question. So right now, you don’t provide employees with a job
description, so how do the employees get to know their responsibilities for the
position?
R5= What we normally do is sit down with them introduce them and show them
around were to find all materials and also tell them about their tasks and
responsibilities. But at least in my department I don’t provide it in written form.
R4= At the Front Office once the new employee has had the tour around the resort
with Ruth, me or Armando (Assistant Front Office Manager) we sit down with the
employee and explain them their regular tasks and responsibilities as well as about
the Opera System.
R6= We explain them the different channels we work with and explain them what
the department is responsible for. I try to specify as much as possible but since
many tasks come up I tell them whenever something needs to be done.
M= So just to clarify for the three aspects you just mentioned, is that you tell the
employees verbally about their tasks and responsibilities, right?
R4, R5= Yes.
M= Great. Then I understood it correctly. And once the candidate is hired, is there
any specific introduction training or like orientation training for the new hired?
R1= The new hired comes to the hotel and needs to sign some papers at HR and
then we have already a date and time arranged so that Ruth can give them a tour
around the resort. There Ruth explains all our facilities and they can ask questions
about the hotel or restaurants.
R4= Exactly, we organize a tour for the new employee so that they get to know the
hotels and then they go to their department and we as department managers
provide them more in-depth information about the department and tasks.
R2= I agree. First tour and then we explain them and show them around the
specific department in which they will be working in.
M= Okay. And apart from getting a tour around the resort, do they also have a
sitting down session where they get explained information about the company?
R6= No sit-down lecture or something similar. Like when they are walking around
with Ruth, she mentions some background information about Sport Hotels.
R8= Yes, she explains them about the different hotels and their characteristics but
official sit down to talk about the company we don’t.
M= And how to they get to know the company profile, rules, standards etc?
R5= Well sometimes Ruth tells them while walking around the resort but if not we
as managers tell them little by little. I would say that during the first week
questions arise and they get the answers. Like at least I speak for my department,
the guys are from Argentina and love to ski and asked if the hotel had discounts to
go skiing.
R4= That’s true. If they are uncertain about aspects they ask you but the problem
that I see since there is no sitting down with the new hired is that they get to know
about the benefits or rules too late. I remember that at the beginning of the season
there was a Receptionist that bought her forfeit to go skiing without a discount and
2 weeks later she figured out that because of being employed at Sport Hotels you
had a huge discount. She was very mad and if I put myself in her shoes I would be
also disappointed.
R1= The standards are extremely important in Sport Hotels because of Leading but
in my department, the cleaning ladies they do not have a clue about Leading Hotels
and their standards. Therefore, I would find it beneficial that there is a specific
training on those topics at the beginning.
R2= I totally agree. The majority of my employees they have experience in other
4- and 5-star hotels but not so much in Leading Hotels and they serve the guests
well but not 100% according to our quality standards. So we could maybe apart
from the tour give them a small orientation session with like information about the
standards, the benefits and more.
R7= That would be good because they would have the important information then
already since day one.
R8= That’s a good initiative. To provide them with an orientation session where the
company is introduced and standards are discussed and explained.
M= But to what extent do you believe that the current introduction training is
sufficient for the employees?
R3= I think it really depends on the person but for example in the kitchen, it is
kind of useful because Ruth gives them an overview of all the kitchens and
restaurants and then we explain them were all the utensils are and how we actually
work. So, from my perspective its sufficient.
R1= The tour from Ruth is definitely insightful and helpful for the employee. In
Housekeeping to be honest we don’t give them a specific training. What I normally
do is I pair that person up with a partner and the partner needs to explain her/him
all the tasks and our procedures. That’s okay I believe but what I think is missing is
the part of the standards because the housekeeping ladies do not know the
standards by heart. So maybe there we could improve a bit and provide them with
a standard list because its true that when do we questionnaires new hires do not
know them.
M= And has maybe anyone heart about induction training?
R4= It’s a kind of specifically training for something like that.
R8= Yes, it’s like an in-depth training for the new employee once they enter the
company. There are actually a lot of companies that a training like that.
R5= Which ones Elena?
R8= I know Hilton for example, Mandarin Oriental, Four Seasons but there are
many more companies that have an induction training in place.
M= Indeed Elena. It’s similar to what you were referring to. In order to make sure
that everyone understands what an induction training is I will briefly explain it. So,
an induction process is a form of training for new hires when joining an
organization. During this process they get explained how to perform their tasks as
well as are provided with information about the whole company.
R7= What do you mean with information about whole company?
M= When they are provided with information about the company I meant about the
company values, mission, vision, their rules and procedures, benefits etc. So, to
what extend do you feel that SHRS has currently an induction process?
R1-R8= not so much because we don’t have that so clearly organized.
R2= But it’s true that we explain them those aspects but not in a specific training
session. Instead questions arise during the first weeks and by this, they get to
know all these aspects.

R4= Yes, but then we since we don’t have a intro session where we explain them
the rules and benefits, then problems like the one I had with the Argentinian girl
about the forfeit benefit arise.
R8= By having that session we would avoid that the first day they do not come
well dressed and that they are aware of the discounts and benefits they have
because of being an employee at the company.
M= Anyone who would like to add something to this question?
R1-R8= No.
M= To what extend do you believe that implementing would be beneficial for the
company but also for the employees?
R7= I guess it would be really beneficial for all of us because employees would
have an idea about the company already before their first day of work. The location
of the different departments and hotel facilities but also how we function as a
company with the uniforms, rules, procedures. By this, they would be more
confident and we would have to explain less to them about generic aspects and
only focus on specific topics that are relevant for the department.
R4= I agree. We would have more time to do our tasks instead of having to be
occupied with the new employee for the whole morning because of explaining them
all the benefits, behavior rules, give them the safety instructions etc.
R2= What we could do then in that case is that I guess Ruth apart from the tour
gives them this type of training and then we will explain them the department
tasks.
R6= So then guys that we only have to explain them their tasks and how the
department exactly functions? Or what do you mean?
R2= Yes exactly. That when they go to their department, they have already an
idea about the whole company: about the location of the departments but also
about background of the company.
R1= And here they can maybe get already the different standards they have to
follow. But for Housekeeping with all the different types of amenities in the rooms,
we would need to make a list of which amenities need to place in each room
category.
R8= They could receive there a list and then they can have a look at home and
bring the list to the outlet to have an overview.
R3= That’s a good idea I guess.
M= And what information do you think employees need when starting to work at
Sport Hotels in order to be effective?
R1= Definitely the standards are very important because from experience I know
that once you start working somewhere you need to adapt. So it’s better that from
the beginning they get used to do their tasks according to the LHW standards
because if not they will never apply them and we have severe errors like we did in
the last audit.
R4= Yes the standards are really important Grego and also I consider that giving
them a task list is important. That’s a straightforward way that they know which
duties they have to do each day.
R2= Miriam, maybe we can divide it per shift. So for example in F&B a task list for
the different restaurants and bars and also per shift.
R4= Yes that’s a good idea.
R7= I would say that also a small intro about Leading Hotels would be useful for
them because well for sure Miriam at the Front Office and in our department,
guests always ask about LHW and since the majority of the employees do not have
experience in Leading Hotels, that would be important for them to know when
starting to work. I mean in general for all employees.
R3= Well its good to know but for our chefs they don’t need to explain it to the
guests but it always nice to have the knowledge about the company you working
at.
R5= Definitely. I think that also motivates the employee to be aware of the
company background itself.
M= Great brainstorming. And to what extend do you believe that the introduction
training you provide to employees affects employee turnover?
R7= That employees don’t have an overview of the quality standards is something
that makes employee leave basically because they are so tense when they have to
pick up the phone and proceed to the reservations that employees are not enjoying
their job anymore because of lack of confidence to do the tasks. This is what 2 of
my employees who left recently told me. It was really stressful for them and
therefore, they preferred to work in another hotel with less standards and less
pressure.
R5= I don’t really know if the orientation training we give them makes my
employees leave to be honest. I don’t think so because Marco, the one who left last
year was because his wife moved to Barcelona. So, he left Sport Hotels because of
family reasons but not because of being dissatisfied here.
R4= At the reception I notice that they are quite lost with all procedures and that’s
what Elvira said, they are really tense and it reaches a point that they leave. So I
guess if we implement the standard list and a task list that would be avoided.
R8, R1= Yes, I agree Miriam.
M= Alright. So, you have already identified some possible causes of why employees
decide to leave the company. So, during my first three weeks, I have talked with
some of you already about the fact that over the past three years, employee
turnover went up. Can maybe everyone mention their current status of employee
turnover in their department and when did they leave throughout the season? Is
there a specific timeframe and how did that affect the department in particular?
R1= In Housekeeping we have had a lot of people leaving and entering the
department. I would not know the exact numbers but quite a lot. For the time it
was throughout the whole season but specially at the beginning. The girls are new
and I noticed that we expect too much from them and they don’t have a lot of
experience in Leading Hotels. So you could see that they asked the supervisors but
also me a lot of unclarities they had about the amenities the most but also what
things to focus on during turnover. Because during the turnover, we don’t clean
again the room entirely. We have noticed that those were the most repetitive
questions and what we do is that during the briefings during the first weeks is to
remind them about the tasks they have to do but its true that we only say it
verbally. I have already thought about it with the supervisors to write them down
or something but we never did.
M= And how the employee turnover affects the department?
R1= Well, severely because during winter season well we have a really high
occupancy in all of the hotels so the ladies are busy and every time that one left it
impacted the department negatively because training again a new employee and
explaining them everything takes a lot of time. Also, the person needs some time to
get familiarized with all the procedures and how we perform the tasks here at Sport
Hotels.
M= Thanks for sharing Grego. And who wants to go next and explain the situation
in their department?
R2= When employees leave it can be because they are not happy within the
company or because they want to go to another hotel or because of family reasons.
I always tried to talk to the employees prior they left just to find out what we could
to do in order to ameliorate the situation and maybe keep them for the rest of the
season. It is really painful when someone leaves during the season, because we have a
lot of reservations in the restaurants and bars. But if employees start during the
season, it's really difficult to provide them with explanations because it is so hectic.
So it definitely has a negative impact on the whole hotel, but in the food and beverage
department specifically. I tried to talk to them and the main reason were because in
the beginning we didn't really provide them with the proper training and therefore
they were lost at work. They felt lost within the restaurant that they were working
at and it´s normal that you are lost at the beginning when you're starting to work
at a new company. working. But they felt that it was for one month that they felt
really lost and it was awkward and felt unsecure when they were serving the
guests.
M= Good insights that you got then after talking with the employees. And since you
received some causes why they left, did you implement any changes to avoid
these?
R2= Not yet. We didn’t know exactly what to change and how to, but you will
hopefully provide us with more information and changes we can apply.
M= Definitely. That’s my goal and also the topic of the research I am conducting.
Someone who would like to share their situation?
R6= In my department, there were only two people that left over these past three
years. So not a lot in comparison to other departments, but as Grego already said, it
has a negative impact for us. Because you need to start training again a new employee
which takes a lot of time and also once you provide them with the training, they need
to get used to the company and how we work. In our case, we have to explain them
about the social media platforms, passwords, our goals, how we post etc.. So it takes
as a lot of time.
R4= I know it takes quite some time that the employees feel comfortable within their
job position and the company. At the front office, a lot of employees left throughout
these years and especially this season. The majority of the employees, I think there
were like three employees that left at the beginning of the season. So already towards
the end of November, they left the company.
It was terrible for us as our department because in November, we have the “Cumbre”
and there are a lot of protocols and procedures that you need to follow. Thus, we
couldn’t hire anyone for that time because it would take too much time and it would
be too much for them as well. So, we had a shortage of staff for like two weeks. it's
when their hotel starts to get. A lot of occupancy and we can't be with a sharp
shortage of staff. That had an impact on the whole department because when they
left, employees had to do extra hours. So, after the “Cumbre” we hired two new
employees, Emma and Antonio but they don't have that much experience at the
reception in a five-star hotel. But we couldn’t be more time without employees
because our current employees were feeling tired, demotivated of all the workload
and the extra hours they had to work. So here clearly, we could see that employee
turnover has an effect on both current employees as well as on the company because
of financial issues.
R7= In my department , we also had people that left. Not a lot, but for this small
amount of people that we are within the team, we are only five, two employees
left. So part of the team is new this year. They're slowly adapting. They're helpful,
but not the way as the other employees were. Adapting to the company takes time.
What I noticed as I mentioned already before is that we urgently would need to
provide them with a list with all standards because the last audit revealed it
already. The person that took the reservation didn’t have the knowledge of the
quality standards of LHW and thus we got a really bad grade. We are currently
starting to work on ameliorating it but we don't have an official standard list with
sentences or the different steps that they need to take. So maybe Maria that could
be something that you would create for us?
M= Let me double check with you Elvira if I understood you correctly. So
employees need to take the reservations according to the standards of LHW but
they are currently not doing that because they do not have a list and I should be
the one that creates the list with the quality standards for reservations department?
R7= For example but maybe for all departments because as we discussed before
already we are all quite missing the standards of LHW.
M= Thanks for clarifying. Yes I can do that. And who is next with sharing?
R3= In the kitchen, we had also some people that that left, especially at the beginning
of the season. That had a negative effect on the whole department because we had
either to take other employees from another restaurant within the resort, for
example, from the Pizzeria to work at the restaurant where we were missing cooks
even though the type of restaurant and cuisine was really different. At the
beginning they accepted to switch but of course, there was a challenge that they
had to learn how to do all the plates and different techniques. After some time they
told me that they had enough at that department, that they weren’t prepared for
the type of restaurant since the dishes are very elaborative. Since they did not
have the required experience, that had an impact on the team because you have a
teammate that has a different level thus, he/she requires special attention and
training and also the dishes weren’t as good as expected. So we had two options,
or include him in the restaurant the employees was originally working at or that he
had to leave the company. So definitely it has an impact on the company.
R5= I agree with my colleagues. Providing the employees with a task list per shift
will be useful so that the employees are aware of their daily duties. I also consider
that for my department, it is important that they have background knowledge
about the hotel and Leading Hotels because since they are walking around the
resort, guests may approach them for questions.
M= And how is the situation in the Spa?
R8= In the Spa department, we have had some people left but this season it's also
like Miriam just said, they left in December more or less. So, people where at Sport
Hotels for one month and then left. I tried to ask them the reasons why and some
of them mentioned they weren't really feeling part of the team. Some others, they
mentioned that it was too much pressure. They didn't get instructed on which
standard they we have to follow. So, it's not simply doing a massage, it's also the
steps how they have to treat their guests. That was missing for them and to be
honest, I acknowledge that we as a department, we didn't really focus too much on
that.
But that's something that that we could perhaps implement. As we mentioned
earlier, provide them with a standard list that will enable them to feel more relieved
and more confident about their tasks. So, in our department, even though it's
small, we also had quite some people that left the company.
M= We are done with the complete round. Thanks for sharing. And well you already
kind of included it but maybe you can provide a small summary of the main reasons
you think for that the employee turnover rate increased.
R4= The missing of standards and therefore they feel they are not sure about how
to perform.
R2= Also the missing of structure during the shifts, so like a specific tasks list could
be implemented.
R1= They are lost during work and also the workload perhaps during busy weeks.
R8= Maybe not being included within the company since they are new.
R3= the way that we as management treat them. That was for example one of the
reasons why I left from the hotel in Barcelona. So that could be a possible reason
why the employees leave.
M= How do you consider that you treat the employees? How are is your
leadership?
R3= It depends on the situation but I personally include them in the decision as
much as possible. I ask them for their opinion.
R4= I challenge them to solve when a problem occurs.
M= Anyone else?
R1-R8= No.
M= Alright. And which aspects and practices do you consider that make the
employees feel motivated and demotivated within the company?
R5= They should be happy about the salary and little taxes they have to pay in
Andorra.
R1= The benefits you get because of being employed at Sport Hotels should make
employees motivated to work with us. All the discounts they get in Andorra and
also in the restaurants of the resort and for ski lovers the forfeit.
R3= Yes the benefits even motivate me so imagine them (laughs). I would also say
the team spirit and the culture we have in the company.
M= Oh, now that we talk about culture, what type of culture would you define that
there is at Sport Hotels?
R3= I would say that we are friendly, outgoing and we want to be the best resort
in Andorra. That’s why we need to do our utmost to achieve that.
R7= That’s why our mission is to be and in this case continue being the best resort
in Andorra. Every day we work towards that. I think that can also motivate
employees to be part of the best resort in Andorra.
R8= I agree Elvira but also that puts employees in tension and stress.
R1= I would say that actually motivates someone because everyone wants to be
always the best. But maybe something that demotivates the employees is that
since we have a lot of workload, they don’t have “free time” during their work. Like
not so much socializing because there are so many tasks to do.

R4= Fair enough Grego. Since they need to be fully concentrated and are busy all
the time during their shift, that can demotivate them that they can’t talk and enjoy
some off-work conversations with their co-workers.
M= And to what extend are the employees aware of the core values of Sport
Hotels?
R2= To be honest I am not really sure about that. We have a list of values hanging
in each back office and also in the kitchens. But I believe that the employees are
not really aware of the values.
R1= I have seen some of the ladies having a look at them while we were having
the morning briefings but I wouldn’t know with certainty if they know them.
R4= I personally when I am explaining them the tasks and Opera System, I
mention that we have a list of values show them where it is hanging but we don’t
really relate to them in daily basis.
R8= We have them next to the computers at the spa reception but we don’t
mention them regularly. I trust that the employees have seen the list but I guess
they don’t really make use of the values.
M= Well, anyone would like to add something else to the discussion? If not, this
marks the end of the discussion. All the questions that I had prepared were
answered. So since I didn’t record the conversations you were having, took notes
as fast as possible to get all the information but what I will do is write it all down
and send it to you per email by tonight. In case there is information which I
misunderstood please let me know as well as if you have any extra thoughts on the
questions and topics discussed. If someone would like to add something and let me
know only in private that is also possible but it has to be sent before 24 hours, so
like tomorrow after lunch I would have received the email please.
R1-R8= Alright.
R2= Hopefully you can find out interesting factors and help us further to decrease
the employee turnover at Sport Hotels.
M= That’s my ultimate goal. So once again everyone, thank you very much for
collaborating and I wish you a lovely day.