Determination of burnout levels of food and beverage department employees in hotel operations: An aplication on five star hotels in the city center of İzmir

Burnout syndrome has been defined as a mental and physical energy exhaustion observed more commonly in the service industry and among occupational groups where intensive face to face relationship with individuals is necessary. Due to the labor- intensive and dynamic nature, and tiresome structure of hotel operations with the necessity of intensive human relationships in all areas, hotel employees face burnout syndrome. Burnout syndrome results negative impact on productivity of employees as well as on service quality and success of businesses. For this reason; hotel companies must investigate the factors that cause burnout syndrome on their employees. Aim of this research is to determine the emotional exhaustion, depersonalization and personal accomplishment dimensions of burnout levels of food and beverage department employees in hotel operations. It is also analyzed whether demographics of food and beverage employees differentiate the burnout levels significantly. Field study has been conducted at five star hotels in Izmir city center and survey technique has been used. As a result of analysis of 230 valid questionnaires, it has determined that food and beverage employees' sub-dimensions regarding burnout level of emotional exhaustion, depersonalization and personal accomplishment are at medium levels. Besides, statistically significant differences have been observed between food and beverage employees' average scores of burnout sub-dimensions according to demographics such as; age, educational background, professional experience in the tourism industry, position in the company, working period in the company and position, hours they work per day, monthly income status and desire to change job. Keywords: Burnout, Hotel Operations, Food and Beverage Depertment Employees