A Research on Employee Relations at a Hotel in the Context of Relationship Management

Abstract

Relationship management includes relations with external customers who want to benefit from the services provided by businesses, and relations with internal customers - employees - who serve to satisfy foreign customers and achieve the objectives of the business. Hotel businesses can recognize their employees, customers, competitors and meet their demands and needs through the relationships they establish with employees, customers, suppliers and business partners. The concept of “relationship management” emerges from this mentality. The purpose of this study is to develop relationship management mix so that the relationship management can be successfully applied in hotel businesses. It is aimed to investigate how effectively this relationship management mix consisting of trust, loyalty and communication concepts is used by top management and to evaluate whether it has an effect on the relationship between manager and employee and on the employee satisfaction. The results of the research conducted by applying a survey method in a five-star and international chain hotel establishment, have showed that communication skills have an effect on the relationship between the manager and the employee, there are significant differences between the responses of the employees with different education to the communication tools and the university graduates evaluated more positively about the use of communication tools.