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Abstract
REVIEW OF LITERATURE
Hospitality is a labor intensive industry characterized by large numbers of employees all dedicated to service as a performing art. The quality of an organization, to a large degree, is the summation of the quality of people it hires and holds. Getting and keeping competent employees is critical to the success of every organization, whether the organization is just starting or well established.
In the past few decades, several factors have combined to transform the way we must manage our people. Today’s hospitality managers must be attuned to the many internal and external influences that dictate how we do business. Managing hospitality human resources addresses the effects of rapid changes in HRM.
2.1. Human Element as a Competitive Advantage in the Hotel Industry
Hospitality business is a people business. Services are delivered directly to guests as needed by front-line employees who are the faces of the business and who control the quality of the hotel, restaurant, or other hospitality product. Because the cost of people in an organization is a significant portion of all costs, managing those people has a great importance in the hospitality industry.