Employee relations management at four and five star hotels in Eastern Black Sea region

In this research, it was examined whether Employee Relations Management (ERM) applications at four and five star hotels in Eastern Black Sea Region differ by characteristics of participants and properties of the hotels which they work and classes of the hotels.In this research, information relating to the concepts of Relations Management and Customer Relations Management leading to ERM was provided, and ERM concept and its importance at hotels were explained.The universe of the survey consists of employees of all four and five star hotels operating in Eastern Black Sea Region and the sampling is composed of 281 employees randomly selected from those hotels. The pilot application of the questionnaire, which was prepared to demonstrate the current situation of ERM applications at the hotels operating in the region, was carried out with 41 employees at three hotels in Ordu province via face-to-face interviews. The main application was conducted at 14 four and five star hotels in Artvin, Giresun, Ordu, Rize and Trabzon Provinces. Employees were given information relating to the question form and the aim of the survey in advance, and afterwards the survey was conducted via face-to-face interviews.The data acquired from questionnaire forms were analyzed by using Mann Whitney U Test, Kruskal Wallis H Test and Chi-Square Test.According to the findings of the research ERM applications do not differ significantly by variables. However, it was found out that the employees of five star hotels are more positive towards ERM applications compared to the employees of four star hotels, that a software program should be developed for efficient ERM applications at hotels.