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As many of you here today have worked in the hotel industry for some time, I'm sure you have experienced the problem of high staff turnover in your hotels.
今天在座的许多人都在酒店业工作了一段时间，我相信你们都经历过酒店员工流动率高的问题。
Every hotel relies on having loyal and experienced members of staff who make sure that everything runs smoothly.
每一家酒店都依赖于拥有忠诚且经验丰富的员工，确保一切顺利运行。
If staff are constantly changing, it can make life difficult for everyone.
如果员工不断更换，可能会给每个员工的生活带来困难。
But why do staff leave frequently in many hotels?
但为什么许多酒店的员工会频繁离职呢？
Of course, many hotel jobs, such as cleaning, are low-skilled and are not well-paid.
当然，许多酒店的工作对技能要求不高，薪酬也不高，比如保洁。
A lot of managers think it's this and the long hours that are the main causes of high staff turnover–but what they don't realise is that it's the lack of training in many hotel jobs which is a huge factor.
许多管理者认为，这一点和长时间工作是员工流动性高的主要原因，但他们没有意识到，许多酒店工作缺乏培训才是一个重要的因素。
So, what kind of problems does a high turnover of staff cause?
那么，员工的高流动性会造成什么样的问题呢？
Well, having to recruit new staff all the time can be very time-consuming, and managers may have to cover some duties while waiting for new staff to arrive.
一直招聘新员工是非常耗时的，经理可能不得不在等待新员工到岗时承担一些职责。
This means they don't have time to think about less immediate problems such as how to improve their service.
这意味着他们没有时间考虑一些不那么紧迫的问题，比如如何改善服务。
When staff leave, it can also severely affect the colleagues they leave behind.
员工离职也会严重影响被他们抛下的同事。
It has a negative effect on remaining staff, who may start to feel that they too should be thinking about leaving.
这对留下来的员工有负面影响，他们可能会开始觉得自己也应该考虑离开。
So, what can be done to change this situation?
那么，我们可以做些什么来改变这种状况呢？
Firstly, managers should stop making basic errors which leave their staff feeling upset and resentful.
首先，管理者不应犯那些让员工感到不安和不满的基本错误。
When organising shifts, for example, make sure you never give certain staff preferential treatment.
例如，在安排轮班时，一定不要给某些员工优待。
All staff should be given some choice about when they work, and everyone should have to work some evening and weekend shifts.
所有员工都应该在工作时间上有一定的选择权，每个人都应该在晚上和周末轮班。
If you treat staff fairly, they'll be more likely to step in and help when extra staff are needed.
如果你公平地对待员工，他们更有可能会在需要额外人手的时候站出来承担工作。
Keeping staff happy has other tangible benefits for the business.
让员工开心对企业还有其他切实的好处。
Take the Dunwich Hotel as an example.
以邓威治酒店为例。
It had been experiencing a problem with staff complaints and in order to deal with this, invested in staff training and improved staff conditions.
该酒店遇到了工作人员投诉的问题，为了解决这一问题，该酒店投资增加员工培训，改善员工的工作条件。
Not only did the level of complaints fall, but they also noticed a significant increase in the amount each customer spent during their stay.
不仅投诉数量下降了，他们还注意到每个客户在入住期间的消费量也显著增加。
They have now introduced a customer loyalty scheme which is going really well.
他们现在推出了一项客户忠诚度计划，进展非常顺利。
