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.Contriibutors include: T. Baum, M.-H. Budworth, R.J. Burke, C. Cheung, J. Christensen-Hughes, A. Jenkins, C.E. Kapoor, D. Kara, L. Lee, J.M. Madera, S. Mann, S. Mooney, W.C. Murray, A. Ogle, W. Pallett, T.-W. Tang, Y.-Y. Tang, M. Uysal, M.C.-H. Wang, T.C. Wang
Contents: 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? Women's 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-Helene 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 Index
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