الفهرس 
IntroductionOnly 14 pages are availabe for public view
 |  | from | 144 |  |  |
| | | from | 144 | | |
Abstract
Hospitality is a labor intensive industry characterized by large numbers of employees, but there are many factors have effect toward hotel employees’ performance as the relationship among managers and employees, compensations and promotion system, and the heterogeneity of the work group composition in hotel workplaces. The heterogeneity of the group composition is increasing; the working environment and working conditions for their members are changing and organizations face new possibilities and risks. Many organizations including hotels have developed extensive in-house training programs that provide awareness training and workshops to educate managers and employees on specific culture and human differences and how to respond on these in the workplace, also training is a component of initiatives and represent an opportunity to inform and educate senior management and staff about diversity. However, there is limited research examined the effect of training in reducing the negative impact of workforce diversity (WFD) that may arise in the Egyptian hotels. Therefore the aim of the study is to explore the potential issues of (WFD) and their impact that negatively affect hotel staff performance in order to develop an integrated training model to help reducing that impact in 5-star hotels. The researcher conducted a multiple case study on fourteen five-star hotels in Hurghada and Sharm El-Sheikh. Two data collection methods were used during the study, which included semi-structured interviews and documents. To analyze data obtained from the case study, the researcher used cross-case synthesis. Cross-case synthesis is an approach that is specifically suitable for analyzing multiple cases of study. After targeting and reviewing the study’s five objectives, the research resulted in several findings. These findings were classified into three categories. The first category is (WFD) issues in 5-star hotels in Hurghada and Sharm El-Sheikh, which include age diversity issues, gender diversity issues and education diversity issues. The second category is (WFD) impacts in 5-star hotels in Hurghada and Sharm El-Sheikh, which include impacts of age diversity, impacts of gender diversity and impacts of education diversity. The last category is training modules adopted in -star hotels in Hurghada and Sharm El-Sheikh in order to help reducing that impact in the investigated hotels. In terms of age diversity issues, the study found that hotels in both Hurghada and Sharm El-Sheikh suffering from the same issues of age diversity, which include miscommunication among elderly and younger, elderly oppress younger and they do not accept to be headed by younger. In terms of gender diversity issues, the study found that hotels in both Hurghada and Sharm El-Sheikh suffering from the same gender diversity issues. These issues include glass ceiling, discrimination and prejudice, work family conflict, lack of women experience and sexual harassment. In terms of education diversity issues, the study found that majority of the investigated hotels in both Hurghada and Sharm El-Sheikh suffering from education diversity issues, which include miscommunication among team members and different perspectives among employees. Category B: (WFD) Impacts
In terms of age diversity, the study found that hotels in both Hurghada and Sharm El-Sheikh contend that age diversity has negative impacts on their employees’ performance. Those impacts are discrimination and personal bias and higher levels of interpersonal conflict. In terms of impacts of gender diversity, the study found that both hotels in Hurghada and Sharm El-Sheikh contend that gender diversity has negative effects on their employees’ performance, including increase conflict and reduce cooperation and high turnover and absenteeism. In terms of impacts of education diversity, the study found that majority of the investigated hotels in both Hurghada and Sharm El-Sheikh stated that education diversity has negative impacts on their employees’ performance. These impacts are increase discomfort and conflicts, decrease social integration and high turnover rate. Category C: Training Modules
In terms of training modules, the study found that majority of the investigated hotels in Hurghada and Sharm El-Sheikh contend that they adopt some training modules in order to help reducing the impact of (WFD) that negatively affect their employees performance. These training modules are overcome discrimination and increase fairness, adopt an employee relationship management system, integration and learning and didactic training, while the study found that experiential training and initiate diversity management training contents were not adopted in 5-star hotels in Hurghada and Sharm El-Sheikh. A key finding in this study is that attitude training, sexual harassment training, conflict training, problem solving training and team building training.
The results of study reflected a number of recommendations that can be suggested for helping to reduce the impact of (WFD) that negatively affects hotel staff performance.
1. Training in hotels should be continuous to achieve the desired objectives.
2. Human resource managers in hotels should verify employees’ behavior after ending training sessions to ensure that training obtain its objectives.
3. Hotel management should devote appropriate budget for holding training programs and create a suitable climate for successful training.
4. Hotel management should organize training to employees at all levels.
5. Hotels in Sharm El-Sheikh should adopt team building training to increase integration and collaboration between their employees.
6. Hotels in Hurghada and Sharm El-Sheikh should take in their account organize social activities to improve communication and social integration and break bridges between their employees in the workplace.
7. Hotel management should acknowledge differences among its workforce, and manage its employees in such a way as to create harmony in work practices and higher standards of cooperation.
8. Hotels in Hurghada and Sharm El-Sheikh should adopt diversity management training to help diminish discrimination and allow trainees to know the diversity issues. And by the training hotel employees will show more respect to other people with different values, beliefs and cultural backgrounds.
9. Hotels in Hurghada and Sharm El-Sheikh should adopt experiential training to help trainees how to engage effectively with each other on the issues of diversity and inclusion as they apply to their work relations and the organizations, so as to enhance skills for dealing with and working a cross differences.