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Human resource development and ‘casualisation’ in hotels and resorts in Eastern Australia: Getting the best to the customer?

Published online by Cambridge University Press:  02 February 2015

Grant Cairncross  and
Stephen Kelly
Grant Cairncross
Affiliation:
School of Tourism & Hospitality Management, Southern Cross University, Toowoomba QLD, Australia
Stephen Kelly
Affiliation:
School of Commerce & Management, Southern Cross University, Toowoomba QLD, Australia
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Abstract

This paper provides an analysis of human resource development and knowledge capital management relations practices used by hotels and resorts in 2007. The study examined the employment instruments used, methods of employee recruitment, selection, staff turnover trends, remuneration policies, attitudes to knowledge capital and the application of service quality measurement. The findings indicate that larger foreign-owned organisations have adopted more innovative approaches than smaller Australian-owned hotels and resorts, while skill shortages and generational attitude changes have driven more inventive retention strategies in both groups. It was also found that in spite of the adoption of more enlightened human resource strategies, staff turnover, particularly casual staff turnover, remains problematic and could negatively impact upon customer satisfaction.

Keywords

Australian hotelshuman resource developmentemployment relationsservice quality
Type
Research Article
Information
Journal of Management & Organization , Volume 14 , Issue 4 , September 2008 , pp. 367 - 385
Copyright
Copyright © Cambridge University Press and Australian and New Zealand Academy of Management 2008

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