Managing the hotel managers: HRM practices in Greek luxury hotels.

Abstract

This paper explores the current HRM practices employed in the international hospitality industry. More specifically it investigates four key HRM areas regarding the work of General Managers (GMs) in luxury (4 and 5*) hotels in Greece namely: recruitment and selection; training and development (focused in managerial competencies); performance evaluation; networking and communication. The dynamic and complex nature of the management function in global hospitality business today and the realisation that what works effectively in one country may not be as efficient in another, has led management scholars and practicing managers in continuous efforts to enhance their understanding of this context and its effects on international (hotel) managers. This paper focuses in the Greek context since the country is among the most popular tourist destinations in the world. The author argues that managerial work and HRM practices in Greek luxury hotels cannot be unaffected from the strong national context, despite the great pressures for standardisation and homogenisation with the international hospitality industry standards. A qualitative research was conducted in 16 luxury (4 & 5*) city and resort hotels in four popular destinations: Athens, Thessaloniki, Crete and Rhodes. In total 32 GMs and their assistants participated in this country case study. The research tool included in-depth semi-structured interviews, the employment of a Personal Competencies Framework (PCF) questionnaire, non participant observations and collection of company documents related to managerial work. All data were triangulated in order to enhance the validity and reliability of this study. The research’s findings indicated that the ‘base requirements’ of managerial work in Greek luxury hotels appear to be similar and compatible with the international industry HRM standards. What actually changes is the level of formality exercised in managerial and HRM practices. A key theme that emerges from this study is the critical role of the hotel’s ownership status. As a concluding point it can be argued that both divergence and convergence contextual forces co-exist and shape the GMs’ work in Greek luxury hotels. Further research is needed to fully understand and appreciate the effects of those forces in GMs’ work.