Human Resource Management in the Hospitality Industry A Guide to Best Practice

List of figures

List of tables

Foreword by Michael Hirst OBE

Preface

PART 1 The hospitality industry HRM context

1 Background to the industry’s workforce    

2 The human resource management (HRM) concept

3 Organisational culture

PART 2 Effectively resourcing the hospitality organisation

4 Modern labour markets       

5 Job design

6 Recruitment

7 Employer branding

8 Selection

9 Appointment and induction

PART 3 Developing the human resource

10 Performance management and appraisal

11 Training

12 Management development: talent management   

13 Emotions and wellbeing at work

Conor Sheehan

PART 4 Rewards and remuneration

14 Reward systems    

15 Job evaluation

16 Incentives

17 Employee benefits

PART 5 The employment relationship

18 Labour turnover and workforce stability  

19 Employee relations

20 Employment law

21 Digital human resource management

Ioannis Pantelidis

22 Productivity

PART 6 HRM and hospitality: Contemporary issues

23 Organising human resources

24 Managing hospitality people

25 Managing in the international context

26 HRM and multi-site hospitality operations

27 Customer care and service quality

28 Business ethics

29 Career paths in hospitality

Maria Gebbels

Appendices

A De Luxe Hotels case study

B GastroPubs, Restaurants & Bars plc case study

C Red Carnation Hotel Collection case study

D Synergy Housing case study

E Leveraging technology towards sustainable HRM in the hospitality industry

F Resources and organisations: links

Combined index

Biography

Michael J. Boella is Honorary Faculty Fellow of the University of Brighton and specialised in teaching and writing on human resource management and law. He has worked for Forte and Company and the former Bass company as a Human Resources Manager and for Price Waterhouse as a management consultant.

Steven Goss-Turner is Honorary Research Fellow and former Head of Operations and Partnerships for the School of Sport and Service Management at the University of Brighton. Before his academic career, he spent 18 years with the then Trusthouse Forte Hotels,as Regional Human Resources Manager and then Training Director for the London and International division.

Sumeetra Ramakrishnan is an Associate Professor at Surrey Business School and holds a Senior Fellowship at Advance HE. Her research interests lie within social sustainability with a particular focus on gender and ethnicity influences. She has led projects on inclusive education and partnered with social enterprises towards creating equitable work opportunities for women entrepreneurs and business leaders.

'This fully updated edition offers essential insights into Hospitality HR, now with timely additions on AI, digital HR, social media, sustainability, and post-Brexit/COVID trends. Blending academic rigour with practical expertise, it remains a vital resource for students and professionals in the field.'

Prof Florian Hummel, Professor of Strategic Management and Vice-Rector for International Affairs, IU International University of Applied Sciences, DE

 
'A very welcome new edition of a leading text that is essential reading for academics, students and practitioners with an interest in hospitality human resources management. The text will appeal to those who are new to the subject or are seeking to update and expand their knowledge.  It offers critical insights into the hospitality environment and employment issues, focusing on the context, resources, organisational practices and external factors that shape human resources management and development.  This edition contains important contemporary issues influencing the sector, including social sustainability, digital technologies and changing hospitality environments.  Through a combination of theoretical perspectives, industry case studies and best practice reflections this comprehensive and accessible text immerses the reader into the captivating world of human resources management in the hospitality industry.'

Prof Adele Ladkin, Professor of Tourism Employment at Bournemouth University, and Deputy Director of the International Centre for Tourism and Hospitality Research, UK

'This is an essential read for current practitioners and the next generation of HR leaders, particularly for those passionate about hospitality, tourism, and service industries.  Integrating foundational principles with contemporary trends (e.g., big data and AI in HR), and real-world innovations, it offers a fresh perspective to the learning of art of people management.'

Prof Emily Ma, Professor of Hospitality & Event Management, University of Surrey, UK

'Strategic and forward-thinking HR management continues to be a cornerstone of success in the hospitality industry, and this new edition captures the sector’s evolving landscape with impressive clarity. The integration of Artificial Intelligence in HR, the growing influence of digital platforms and social media, and the increasing emphasis on sustainability reflect real-world challenges and opportunities faced by today’s professionals. This edition also addresses the long-term impacts of Brexit and Covid-19 on labour mobility, workforce resilience, and policy adaptation. The case study approach remains an invaluable asset for students in applied sciences and international programmes, offering both academic insight and practical relevance.'

Peter Birdsall, President & Chair of the Executive Board, Wittenborg University of Applied Sciences, NL