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第一段
1 .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.
今天在座的很多人都在酒店业工作过一段时间，我相信你们都经历过酒店员工高流动率的问题。
2 .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和经验丰富的员工，他们确保一切顺利进行。
3 .If staff are constantly changing, it can make life difficult for everyone.
如果员工经常更换，每个人的日子都会不好过。
4 .But why do staff leave frequently in many hotels?
但是为什么很多酒店的员工经常离开呢?
5 .Of course, many hotel jobs, such as cleaning, are low-skilled and are not well-paid.
当然，许多酒店工作，比如清洁，技术含量低，薪水也不高。
6 .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.
许多经理认为这和长时间工作是导致员工流动率高的主要原因，但他们没有意识到的是，许多酒店工作缺乏培训，这是一个很大的因素。
7 .So, what kind of problems does a high turnover of staff cause?
那么，员工的高流动率会造成什么样的问题呢?
8 .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.
比如，不得不一直招聘新员工是非常耗时的，经理们可能不得不在等待新员工到来的时候承担一些职责。
9 .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去考虑不那么迫在眉睫的问题，比如如何提高服务质量。
10 .When staff leave, it can also severely affect the colleagues they leave behind.
当员工离开时，也会严重影响他们留下的同事。
11 .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。
12 .So, what can be done to change this situation?
那么，我们能做些什么来改变这种情况呢?
13 .Firstly, managers should stop making basic errors which leave their staff feeling upset and resentful.
首先，管理者应该停止犯那些让员工感到沮丧和不满的基本错误。
14 .When organising shifts, for example, make sure you never give certain staff preferential treatment.
例如，在安排轮班时，要确保不要给某些员工优惠待遇。
15 .All staff should be given some choice about when they work, and everyone should have to work some evening and weekend shifts.
所有员工都应该有选择工作时间的权利，每个人都应该在晚上和周末轮班。
16 .If you treat staff fairly, they’ll be more likely to step in and help when extra staff are needed.
如果你公平对待员工，当需要额外员工时，他们更有可能参与进来并提供帮助。
17 .Keeping staff happy has other tangible benefits for the business.
让员工满意对企业还有其他切实的好处。
18 .Take the Dunwich Hotel as an example.
以Dunwich酒店为例。
19 .It had been experiencing a problem with staff complaints and in order to deal with this, invested in staff training and improved staff conditions.
它遇到了工作人员投诉的问题，为了解决这个问题，酒店投资对工作人员进行培训，并改善了工作人员的条件。
20 .Not only did the level of complaints fall, but they also noticed a significant increase in the amount each customer spent during their stay.
不仅投诉量下降了，他们还注意到每位顾客在入住期间的消费额显著增加。
21 .They have now introduced a customer loyalty scheme which is going really well.
他们现在推出了客户忠诚度计划，进展非常顺利。
第二段
1 .Now I’d like to look at some ways you can reduce staff turnover in your hotels, and I’ll do this by giving some examples of hotels where I’ve done some training recently.
现在我想说一说一些可以减少酒店员工流失率的方法，我会举一些我最近做过培训的酒店的例子。
2 .The Sun Club received feedback which showed that staff thought managers didn’t value their opinions.
阳光俱乐部收到的反馈显示，经理们不重视员工的意见。
3 .They weren’t made to feel they were partners who were contributing to the success of the business as a whole.
这让员工们觉得自己不是帮助企业走向成功的一部分。
4 .This situation has changed.
这个情况有所改善。
5 .Junior staff at all levels are regularly invited to meetings where their ideas are welcomed.
（后来）酒店定期邀请基层员工参与会议，在会议上也欢迎他们提出意见。
6 .A year ago, The Portland recognised the need to invest in staff retention.
一年前，Portland酒店意识到在员工留存方面进行投资的重要性。
7 .Their first step was to introduce a scheme for recognising talent amongst their employees.
（因此）他们的第一步是引入一个能够帮他们识别员工中的有才之士的项目。
8 .The hope is that organising training for individuals with management potential will encourage them to stay with the business.
他们希望通过给有管理潜能的员工提供培训，让他们留下来。
9 .At Bluewater, managers decided to recognise 50 high achievers from across the company’s huge hotel chain.
Bluewater酒店的管理者们决定从全部连锁店的员工中选取50位对公司贡献最大的员工。
10 .As a reward, they’re sent on an all-expenses-paid trip abroad every year.
作为奖励，这些员工每年都能享受一次全额报销的海外旅行。
11 .Fun is an important element in the trips, but there’s also the opportunity to learn something useful.
玩乐是旅行中的一个重要元素，但也有机会学到一些有用的东西。
12 .This year’s trip included a visit to a brewery, where staff learned about the new beer that would be served in the hotel.
今年的行程包括参观一家酿酒厂，员工在那里了解了酒店将供应的新啤酒。
13 .Pentlow Hotels identified that retention of junior reception staff was an issue.
Pentlow酒店发现，初级接待人员的留存是一个问题。
14 .In order to encourage them to see that working in a hotel could be worthwhile and rewarding, with good prospects, they introduced a management programme.
为了鼓励他们认识到在酒店工作是值得的、有回报的、有前景的，他们引入了一个管理方案。
15 .These staff were given additional responsibilities and the chance to work in various roles in the hotel.
这些员工被赋予了额外的职责，并有机会在酒店担任不同的角色。
16 .Green Planet wanted to be seen as a caring employer.
Green Planet酒店希望被视为一个有爱心的雇主。
17 .To make life easier for staff, many of whom had childcare responsibilities, the hotel began issuing vouchers to help cover the cost of childcare.
许多员工要养育和照顾孩子，为了让他们的日子轻松点，酒店发放了代金券，以减轻员工在育儿方面的经济负担。
18 .Louise Marsh at The Amesbury has one of the best staff retention rates in the business.
The Amesbury酒店的Louise Marsh拥有业内最好的员工留存率之一。
19 .Since she joined the company, she has made a huge effort to achieve this by creating a co-operative and supportive environment.
自从她加入公司以来，她为实现这一目标付出了巨大努力。她创造了一个有合作感和充满支持的工作环境。
20 .For her, the staff are part of a large family where everyone is valued.
对她来说，员工是一个大家庭的一部分，每个人都受到重视。
21 .OK, now I’d like to …
好的，现在我想…