11. Many hotel managers are unaware that their staff often leave because of

• A.

  a lack of training.

• B.

  long hours.

• C.

  low pay.

12. What is the impact of high staff turnover on managers?

• A.

  an increased workload

• B.

  low morale

• C.

  an inability to meet targets

13. What mistake should managers always avoid?

• A.

  failing to treat staff equally

• B.

  reorganising shifts without warning

• C.

  neglecting to have enough staff during busy periods

14. What unexpected benefit did Dunwich Hotel notice after improving staff retention rates?

• A.

  a fall in customer complaints

• B.

  an increase in loyalty club membership

• C.

  a rise in spending per customer