The Great Resignation has brought significant challenges to the recovery of the hospitality industry from the depression caused by the coronavirus pandemic (COVID-19). Prior studies have revealed that the leading cause of the Great Resignation is negative employee experience. However, few empirical studies have been conducted to obtain deep insights into the negative experiences of hospitality employees. Hotel managers still lack the knowledge to help them resolve the workforce problem and maintain competitiveness during the pandemic. This study proposes a novel framework, named HENEX, that uses data-mining technologies and employees’ online reviews about hotels to identify the factors that lead to hospitality employees’ negative experiences and changes in these factors caused by COVID-19. We demonstrate the effectiveness of HENEX through a case study that involves major hotels in Australia. The findings could help hotel managers develop strategies to resolve the workforce problem and maintain competitiveness during the Great Resignation period.

大辞职给酒店业从冠状病毒大流行 (COVID-19) 造成的萧条中复苏带来了重大挑战。先前的研究表明，大辞职的主要原因是负面的员工体验。然而，很少有实证研究来深入了解酒店员工的负面经历。酒店经理仍然缺乏知识来帮助他们解决劳动力问题并在大流行期间保持竞争力。本研究提出了一个名为 HENEX 的新颖框架，该框架使用数据挖掘技术和员工对酒店的在线评论来确定导致酒店员工负面体验的因素以及由 COVID-19 引起的这些因素的变化。我们通过涉及澳大利亚主要酒店的案例研究展示了 HENEX 的有效性。研究结果可以帮助酒店经理制定战略，以解决劳动力问题并在“大辞职”期间保持竞争力。