Evaluation Of Contemporary Issues In Hospitality Management Tourism Essay

Hospitality is a dynamic industry that is of all time altering because of several external factors. The industry has become more competitory than of all time before. Some companies frequently fail while others are really successful. Tanke ( 2001 ) argues that successful houses get, manage, and develop resources that provide competitory advantage. They besides manage and develop relationships with a broad scope of organisations, assorted stakeholders, and groups. Globalization has intensified the fight and for houses to stay competitory they have to spread out their relationship webs and collaborate with each other to stay competitory. Many houses are get downing to supervise and pull off cardinal indexs to cut on cost and salvage money.

Harmonizing to Ottenbacher and Gnoth ( 2005 ) There are several modern-day issues in the cordial reception industry which include, human resource direction, strategic direction, usage of ICT and gastronomy and touristry. Most of the alterations in issues are because of globalisation. For illustration in the instance of human resource, globalisation has brought diverseness in the human resources. Information communicating engineering has advanced much in development. The high figure of people going to foreign lands has brought alterations in the gastronomy and touristry. Hospitality concerns must therefore manage all these issues to win in their operations.

Tanke, ( 2001 ) argues that cordial reception concerns will necessitate to concentrate more on trade name, human resource, emerging markets and information communicating engineering. These are the primary determiners of the victors and also-rans in old ages to come. Strategic direction is therefore of import in finding the success of these houses. Strategic direction provides higher degrees of satisfaction than other direction tools.

Literature Review

HRM Issues In the Hotel Industry Globally

The importance of valuable human resource direction to concern success in any usage of human resources can give an organisation a competitory advantage. The importance of human resources is peculiarly important in cordial reception industry. Duncan ( 2005 ) suggested that there are several chief countries of challenge and concern in the planetary cordial reception industry, associating to employment issues, revenue enhancement degrees and environmental issues.

Employee turnover

Harmonizing to Hinkin and Tracey ( 2000 ) , employee turnover has become one of the challenges in the cordial reception industry. The industry globally suffers from high degree of staff turnover, which result to intangible costs and high direct outgo. Riegel ( 2002 ) argues that turnover is a consequence of several factors such as occupation dissatisfaction, hapless working environment, hapless supervising and deficiency of committedness that influence employee attitude and behaviour.

Iverson and Deery ( 1997 ) carried out a research on the labour demands of the cordial reception industry and established that the high turnover rate is one the most hard issues in human resource direction in that context. They reported that the turnover job in big hotels was much worse than in little hotels. Many hotels are be aftering to increase the figure of people employed merely to cover the turnover state of affairs.

Hoque ( 1999 ) contends that service quality focuses on the nature of the interaction between the single employee and the client at the point of service, in footings of niceness and overall professionalism. Hoque besides argues that service quality is the chief factor in making competitory advantage in the hotel industry, and that any hotel that does non do an attempt to better continually its service quality will lose land. Competitive advantage generated from internal beginnings includes such features as value rarity, exceptionality, and non-substitutability ( Iverson, & A ; Deery 1997 ) and the employee at the terminal of the service bringing system may good be the lone differentiated and alone plus of a hotel organisation.

Hinkin and Tracey ( 2000 ) have besides recommended that there are in fact merely two ways to vie in and distinguish between cordial reception services. One is by viing on monetary value and minimizing costs, which locks a hotel into a peculiar market section. The other is to vie by supplying exceeding service. They note that client attention is non a new construct in the service industry, but it is still a complex thing to command and prolong.

In the face of the high degree of turnover in the hotel industry, it is possible that employees who are untrained, less committed, and less capable in their societal accomplishments serve some clients. Nevertheless, covering with this requires the usage of rather organized attacks to serve quality direction. Huang ( 2001 ) suggested that if an organisation ‘s first aim is to supply a service, a holistic attack to serve choice direction must be developed and employed, insightful at all degrees of the organisation from the main executive to the entry-level employees. The employees must be selected, trained decently, and be continually motivated to be committed to the service quality scheme as a portion of the organisation ‘s concern scheme.

Training and development

Garavan ( 1997 ) argues that preparation and development of employees is linked to service quality because its activities can be used to beef up attitudes and behaviours that lead to effectual service. Several research workers have suggested that developing a service civilization during preparation and development and cognition edifice are good patterns. Employees developing and development of accomplishments help houses to heighten quality of service, addition productiveness, and cut down costs. Elsewhere, Davies, Taylor and Savery ( 2001 ) investigated certain human resource direction maps in bettering employees ‘ dealingss in western Australian adjustment industry and found out that sustained preparation and development led to an of import betterment in productiveness, with a decreased turnover of employees. Huang ( 2001 ) argued that in Taiwan preparation and development was the chief important driver for economic development.

Staff enlisting and choice

Alleyne, Doherty and Greenidge ( 2006 ) contend the due to the nature of the cordial reception industry ; labour demand is much unpredictable and capable to seasonal fluctuation. As a consequence, the cordial reception industry has had negative image among prospective employees. Elsewhere Debrah and Budhwar ( 2004 ) argue that alterations in the macro environment for illustration ageing work force, lower birth rates have besides contributed to employees ‘ deficit rising the instability between the employee demand and supply. This has made employee resourcing a great job and high spots that effectual direction of demand and supply of best employee is a great job in the cordial reception industry ( Tanke, 2001 ) .

Global fight in the cordial reception industry

Successful cordial reception houses finally find that their domestic markets are saturated. In add-on to this, they may besides detect that foreign markets offer chances for growing and net incomes, which are non available domestically. Several forces are taking concerns into the planetary sphere. These include trade barriers falling particularly in Europe and North America, freshly industrialised states, displacement towards market economic systems, handiness of fiscal capital ; criterions are going unvarying globally and advancement in information engineering ( Tanke, 2001 ) .

Organizations that want to stay competitory must therefore get province of the art resources at a lower monetary value, for illustration, they may see spread outing to emerging states where labour is inexpensive.

The strategic direction deductions of increasing globalisation are intense. Directors can non afford to overlook chances in foreign markets. Nonetheless, concern methods and imposts vary from state to state. These disparities make stakeholder analysis and direction even more of import. Analysis of broad environmental forces such as society, engineering, and political influences ought to be extended to each of the countries in which an organisation carries out concern. Peoples besides vary greatly from state to state. They can non be managed in the same manner. The challenge of an ever-increasing competitory planetary market place can be tackled through a well-devised strategic direction procedure. Nevertheless, strategic planning does non ever lead to the sorts of alterations that are necessary to stay competitory over the long term.


Although there has been an increasing consciousness of the value of province of the art integrated systems, many cordial reception houses still do non take advantage of them. There is deficiency of consciousness of how much efficiency could be improved by utilizing these systems. Hospitality direction systems have over the old ages evolved into complex, well-integrated tools that help houses to bring forth more gross, pull more invitees, and better efficiency.

However, some organisations still hang on systems that have are much beyond their competitory utile life. This restricts them from basking the benefits that are brought about by these systems. Though several houses are afraid of upgrading their systems because they fear that their employees will non be in a place to manage these systems, there is demand for developing the employees how to utilize these systems.

As systems become more inclusive their support and security direction become indispensable and complex. However, it must be noted that it is about impossible for organisations to hold in-house proficient support forces trained in all the system they use. Guest profile has become a mark for stealers and onslaughts on computing machines are going more complex. These tendencies call for a displacement towards more professional system direction ; this may be a corporate squad or a contacted party. Centralized gross direction squads, for illustration, can supply specializer aid to legion belongingss in a regionally incorporate manner. Centrally hosted systems permit extremely qualified technicians to supply a far more unafraid and managed systems environment than would be available to an single belongings. This inclination is likely to go on as consciousness grows of the value of maintaining systems runing at peak competency, and of the possible harm from security breaches.


Two indispensable inquiries were put to a sample of hotels: What are the cardinal human resource direction issues and concerns in the cordial reception industry of Taiwan? Furthermore, what are the chief human resource direction functions and patterns used to prosecute with them? Rather than default to a single-issue attack to the interviewees, the interviewer tried to analyze human resource direction in the cordial reception industry in an wholly open-ended manner. The respondents were free to raise any human resource direction issues, concerns, maps and patterns that they thought to be important. This method allowed the research worker to detect what came up in order of precedence for the respondents, or what failed to come up at all.

The method used was qualitative and the chief technique was in-depth interviews. Leading inquiries were avoided by the research worker on order to derive a deeper apprehension of some phenomena as experienced by a group of people ( Creswell, 2003 ) . It was non possible to analyze all the hotels in Taiwan because of fiscal and clip restraints. The research worker selected the concatenation hotels, which he expected to hold formalized human resource direction patterns than smaller hotels. The research worker farther segmented the hotels harmonizing to figure of suites, geographic location, and trade name.

The research worker interviewed senior directors but in some instances some hotels that were approached refused to be interviewed reasoning that, they would see questionnaires because of their tight agendas. Although there are few unequivocal regulations for sample size in qualitative question ( Patton, 2002 ) , it has been suggested that 12-20 illustrations are needed when seeking to obtain the broadest scope of information and positions on the topic of survey ( Kuzel, 1992 ) . At the clip this research was conducted, there were 46 concatenation hotel belongingss in Taiwan and the sample selected totaled 14 hotels, which represents 30.43 % of the entire population of such hotels.


The findings were presented together because some issues were common to all the respondents and had cause and consequence relationship. Fourteen take parting hotels identified several chief issues viz. deficit of employees 100 % of the respondents, 64 % of the respondents talked of challenges in attack to preparation and development. While 50 % of the respondents emphasized on the high degree of employee turnover.

Deficit of employees

Participants pointed out that the overall instruction degree in Taiwan has risen in the last decennary. This has caused a job to the cordial reception houses in enrolling entry-level employees. The increased growing of the cordial reception industry has made the deficit even worse. Respondents nevertheless, believe that at in-between degree the instance is different there is o deficit at this degree. However, those who hold these places are non qualified but merely make full these places because a vacancy has to be filled.

Shortcoming in Approaches to preparation and development

Most of the employees have no cordial reception background this calls for a sophisticated preparation and development attacks. Nevertheless, some hotelkeepers believe that that is non a major job because they believe that accomplishments can be gained on occupation preparation.

High degree of employee turnover

Participants pointed out that this was ineluctable because of the nature of the cordial reception industry. In certain instances, the turnover might be positive to the industry as it may take de-motivated staff. Respondents besides pointed out that older employees led to miss of invention, extract of fresh thoughts and creative activity in the house.


From the in deepness, interviews it can be argued that challenges in preparation and development, unequal employees and jobs in internship employment can be attributed to client service quality discussed in the literature. Employing interns is a solution to the deficits in the cordial reception sector. Interns provide stable employment particularly at the entry degree. Some hotels merely view housemans as supportive force as opposed to long-run investings. It is recommended that cordial reception directors should make a sense of belonging to the housemans so that they could come back and work in these constitutions.

Most participants in this survey appeared to accept Hoque ‘s ( 1999 ) position that the high degree of turnover is a fact and a regular and acceptable phenomenon in the cordial reception industry ( Iverson & A ; Deery, 1997 ) . In fact, turnover still can be improved by better direction, every bit long as human resource directors can see it as an chance and non merely as a job.

Some research workers have recommended that specific human resource direction patterns can better employee satisfaction, which in bends minimizes the turnover rate. Authorization is one of the efficient attacks suggested by many research workers ( Enz & A ; Siguaw, 2000a, 2000b ; Lashley, 1999 ) . They recommended that it is important to give power to the employees who provide services by concentrating on clients ‘ demands. Service brushs are the cardinal activity in a client service concern and employees may meet many diverse alone state of affairss, which can non be covered by the organisational policies and actions ( Bowen & A ; Ford, 2004 ) . If organisations are able to give power to their employees, so they are able to exert prudence in presenting client service and make whatever is required to fulfill clients ‘ demands ( Enz & A ; Siguaw, 2000a ; Lashley, 1999 ) . It has been disputed that empowered employees besides have a leaning to hold a strong sense of control and personal worth because they can take liability for the service brush and have the power to consequence client satisfaction ( Lashley, 1999 ) . At another degree, it has been recommended that sceptered employees can be motivated by making meaningful work that finally enhances their occupation satisfaction and reduces the turnover rate s

Due to planetary economic alterations at that place has been increased competition and uncertainness, the houses have to be flexible in employee resourcing and reacting to clients. The human resource directors must utilize methods that give them flexibleness to use employees to react to fluctuations. This type of employment helps the organisation to cut on direct labour cost and supply flexibleness for employees and employers.

One of the possible negative feature is that despatching workers have a limited relationship with hotels in which they will work resulting in low trust and low committedness. These might, in bend, lead to disagreement between direct-hire and despatching workers, and between direction and employees ( Kalleberg, 2000 ) . Another likeliness is that it is more expensive to pull off the outsourcing activity than ab initio expected, so that the end of cost economy is non achieved ( Albertson, 2000 ) .

The inclination towards flexible working has become inevitable in such a fluctuating environment ( Purcell & A ; Purcell, 1998 ) , and dispatching is one of the agreements, which are prone to be a lasting moral force of the hotel industry in the hereafter. While going more popular in Taiwan, but there is no regulation of the procedure at the clip of composing. It has been argued that it is indispensable to modulate dispatching employment, because of the complex triangular employment relationship between despatching company, dispatched worker, and the house to which they have been dispatched ( Kalleberg, 2000 ; Purcell & A ; Purcell, 1998 ) .


This survey set out to happen out the modern-day issues in the cordial reception industry. Due to its nature, the cordial reception industry and globalisation consequence the industry has several modern-day issues. These modern-day issues have a direct impact on the cordial reception industry and for that ground ; they must be strategically managed for these concerns to win. This survey nevertheless lays accent on the modern-day issues in human resource direction.

The findings of this survey suggest that many of the take parting hotels ‘ thought and mentality are at the operational degree, instead than the strategic degree. Even though a good figure were able to place peculiar human resource direction issues as critical, it seems that many do non hold strategic attacks to cover with these challenges. Equally, although most perceived specific human resource direction maps and patterns as being really of import, some of these are non utilized in a complicated manner. Some of those interviewed had fresh ideas and originative thoughts but had a limited voice or engagement in decision-making. It seems that their function is seen as moving against the policy that has been already set by top direction, instead than being an active voice or caput in the organisation ‘s thought.

It was really unusual for respondents in this survey to hold a place at board degree or to play a cardinal function in making and back uping competitory advantages for the concern. The interviewer concluded that human resource direction is non normally seen as a beginning of competitory advantage, and many look frontward to keep fight chiefly through new installations and comfortss. However, Ottenbacher and Gnoth ( 2005 ) have argued that the efficiency of a hotel ‘s attack to human resource direction is merely every bit important as a beginning of sustainable advantage.

This survey has stressed that the extremely competitory nature of the industry affects both clients and staff. In peculiar, gifted people are much preferred in a labour-intensive client service industry. This research has expectantly provided some practical and strategic suggestions for hotelkeepers to traverse the spread between the operational degree and the strategic degree of thought and pattern. However, it is concluded that hotel proprietors need to be cognizant that human resource direction must be managed good in order to maintain up with alterations in the planetary environment. The human resource direction map is no longer one of traditional forces disposal ; alternatively, it must be strategic and proactive in covering with complicated human resource direction issues.