Managerial Perceptions of Employee Loyalty Drivers in Luxury Hospitality

Employee loyalty in hospitality settings is influenced by a combination of economic, relational, and developmental factors, including remuneration, recognition, interpersonal relationships, and opportunities for career advancement. This study explores managerial perceptions of the key organizational drivers that enhance employee satisfaction and foster employee loyalty in luxury hospitality settings. Focusing on five-star hotels located in the Heraklion Prefecture of Crete, Greece, the research addresses a context characterized by high service expectations, strong cultural traditions of hospitality, and pronounced seasonal labor dynamics. While previous studies have predominantly examined employee attitudes and outcomes, limited attention has been given to how decision-makers perceive and prioritize the factors influencing employee loyalty in luxury hospitality environments. To address this gap, the study adopts a mixed-method approach, combining structured Likert-scale questionnaires and qualitative insights collected from senior managers and owners representing 28 luxury hotels. The quantitative component provides descriptive insights into managerial consensus regarding organizational practices, while the qualitative analysis offers deeper interpretation of perceived challenges and priorities. Findings indicate that managers consider leadership style, working conditions, professional development, and employee welfare as central drivers of satisfaction and loyalty, although variation exists regarding the role of benefits and technology. The study contributes to hospitality management literature by highlighting the managerial perspective as a distinct analytical lens and offers practical implications for strategic human resource practices in high-end tourism contexts.