Workforce Resilience and Staff Retention Strategies at the Front of House (FOH) Department: A Case Study of Ascott Hotel Kuala Lumpur

Authors

  • Hanley Chew Jesselton University College Author
  • Dr Shirley Tan Sie Ling Universal Business Academy Author
  • Professor Dr. Jamalludin Helmi Hashim The University of Sultan Azlan Shah (USAS) Author

DOI:

https://doi.org/10.0079/y994aa31

Abstract

The hospitality industry faces significant challenges in workforce resilience and staff retention, particularly in the Front of House (FOH) department, where high employee turnover can impact service quality and operational efficiency. The research offers detailed insight into workforce resilience along with staff retention strategies at the FOH department highlighting Ascott Hotel Kuala Lumpur. An overview of the Hospitality Industry has been provided for a better understanding of the topic. It also includes various research techniques along with methods considering ethical norms and rules. This study illustrates the potential of Ascott Hotel’s employees in developing workforce resilience and staff retention strategies. This research has incorporated primary qualitative data collection methods by interviewing 5 key stakeholders of Ascott Hotel Kuala Lumpur. The data has been analysed using the thematic data analysis method. The findings of this study have emphasized that employees need to have a positive inclination toward the workplace to develop long-term loyalty. In that case, growth opportunities, and career development routes, can help the leaders of Ascott Hotel retain employees in the future. This study also highlights the importance of psychological well-being, life-work balance and recognition programs in fostering employee loyalty. The insights gained contribute to the development of practical recommendations for improving staff retention in the hospitality industry.

Author Biographies

  • Dr Shirley Tan Sie Ling, Universal Business Academy

    Dr. Tan Sie Ling is the Founder and CEO of Universal Business Academy (UBA), Malaysia, a dynamic platform offering international education pathways through UK-based qualifications. With an Executive Doctorate in Business Administration from SABI University, France, and multiple fellowships from prestigious global institutions, she brings over two decades of leadership experience in education, entrepreneurship, and corporate training. A certified HRD Corp trainer (TTT No. 14238), Dr. Tan is also a Fellow of the Institute of Administrative Management (UK) and a recipient of the Woman Icons Malaysia Award 2018. Her mission is to make quality education accessible without borders.

  • Professor Dr. Jamalludin Helmi Hashim, The University of Sultan Azlan Shah (USAS)

    Professor Dr. Jamalludin Helmi Hashim is an accomplished academic and accounting expert, formerly serving as Associate Professor of Accounting and Head of Research & Consultancy at Universiti Sultan Azlan Shah (USAS), Malaysia. With a PhD in Management Accounting from IIUM and over 25 years of experience across academia, research, and consultancy, he specializes in Activity-Based Costing (ABC), strategic management accounting, and entrepreneurship education. He is also a Chartered Accountant (Malaysia), an ASEAN CPA, and has served as an advisor and reviewer for numerous academic and professional bodies.

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Published

2025-07-14

Issue

Vol. 2 No. 1 (2025): Volume 2, Issue 1, 2025

Section

Articles