Handbook of Human Resource Management in the Tourism and Hospitality Industries
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Handbook of Human Resource Management in the Tourism and Hospitality Industries

Edited by Ronald J. Burke and Julia C. Hughes

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.
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Chapter 2: The changing tourism and hospitality context: implications for human resource management in an age of disruption and growth

Julia Christensen Hughes

Abstract

We are living in a time of profound disruption, with significant changes occurring in customer expectations and behaviors within the hospitality and tourism businesses. Demand for convenience has risen, alongside increased expectations for sustainable products and services, and authentic and meaningful tourism experiences. These changes have significant implications for the human resource function, with successful businesses embracing technology and automation, as well as a more highly trained and engaged workforce. This chapter reviews the major changes that are occurring, both globally and with the US, and highlights the implications for the HR function. The hospitality industry has always been about people. Effective human resource management practices are more critical now than they have ever been as a source of competitive advantage.

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