The hospitality and tourism sector is an increasingly significant contributor to GDP worldwide, as well as a key source of employment in developing regions. Drawing on contemporary research, this Handbook provides a provocative review of the major human resource challenges facing the hospitality and tourism sector today.
Leading international scholars examine how hospitality and tourism businesses succeed through a consistently high level of service, particularly through the attitudes and behaviours of front-line employees to positively impact upon guest satisfaction and improve intention to return. Against this background, chapters analyse the myriad of reasons the industry struggles to attract and retain quality employees, including long and unsocial hours, non-competitive pay and unsophisticated management practices. Offering a thorough review of these human resource challenges through employee focus groups, in-depth interviews and surveys, this Handbook offers evidence-informed recommendations for their resolution. These include: strategies and tactics associated with brand internalisation, talent management, engagement, high-performance practices, learning and leadership development.
Practical and engaging, this Handbook will be of interest to students and scholars researching hospitality and tourism from a business management perspective. Senior hospitality leaders will also benefit from the ideas herein, gaining competitive advantage by creating and supporting highly engaged and effective employees.
Part I Setting the stage
1. Human resource management in the hospitality and tourism sector
Ronald J. Burke
2. The changing tourism and hospitality context: Implications for human resource management in an age of disruption and growth
Julia Christensen Hughes
Part II Developing a service quality culture
3. A motivated workforce: the shifting factors that drive people to work in the hospitality industry
William C. Murray
4. The talent agenda in hospitality and tourism
William J. Pallett
5. How to develop hotel brand internalization among hotel employees
Catherine Cheung and Tom Baum
6. Leadership in hospitality organizations: Achieving competitive advantage
Ronald J. Burke
Part III Developing human capital
7. Evolving conceptions of talent management: A roadmap for hospitality and tourism
Julia Christensen Hughes and William C. Murray
8. Jobs for the girls? Womens employment and career progression in the hospitality industry
Shelagh Mooney
9. Ageism and age discrimination in hospitality employment: Issues, challenges and remedies
Andrew Jenkins
Part IV Critical employee and organization outcomes
10. Advancing engagement: Debates in the field and proposed directions for hospitality and tourism research and practice
Julia Christensen Hughes
11. Synopses of empirical studies on engagement in hospitality and tourism research
Julia Christensen Hughes
12. Security and safety: An internal customer perspective
Alfred Ogle
13. Gender differences in burnout perceptions: The case of hotel employees
Derya Kara and Muzaffer Uysal
Part V Human Resource management initiatives
14. Diversity training in the hospitality and tourism industry
Juan M. Madera, Camille E. Kapoor and Lindsey Lee
15. The happiest place on earth? A case study of the Disney World employment experience
Sara L. Mann and Marie-Hélène Budworth
16. Benefits of workplace learning in hospitality organizations
Ronald J. Burke
17. The benefits of high performance human resource practices in the implementation of an artistic strategy in the hotel industry
Ta-Wei Tang, Ya-Yun Tang, Michael Chih-Hung Wang and Tsai-Chiao Wang
