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 12: Security and safety: an internal customer perspective

Alfred Ogle


This chapter considers workplace security and safety using an internal customer perspective. The hotelier’s duty of care is to provide a safe environment for guests, the external customer, while at the same time ensuring the safety of staff members, the internal customer. Safety is underpinned by secure facility/premises being operated by competent and caring staff members, the internal customer. Maintaining a safe haven, therefore, requires an appreciation of how guests and staff alike perceive wellbeing vis-à-vis safety as an antecedent of satisfaction. An internal customer perspective is considered here, as typically the operational focus has been on the external customer. Second-hand smoke (SHS) in casinos serves to highlight disproportionality in safety considerations between internal and external customers, which has implications for HRM practices in the hospitality and tourism industries.

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