Talent management in hospitality during the COVID-19 pandemic in Macao: a contingency approach

Purpose This study aims to examine talent management (TM) in the hospitality industry Macao during COVID-19. It deploys a contingency theory perspective (Luthans and Stewart, 1977) illuminate heightened uncertainties challenges managers faced pandemic urgent adaptations TM practices they embraced response. Design/methodology/approach Adopting phenomenological approach, this analyzed data collected through semi-structured interviews conducted with representative sample of 20 hotel Macao. Findings Managers reported four major categories COVID-19-induced corresponding set contingent practices. The were found contribute shaping next new normal included following: Contingent planning; deployment replacement; training development under arrangements; changed “talent” attitude recruitment retention. Research limitations/implications findings are limited geographical context study. should be refined larger samples. Practical implications provides useful framework for guiding professionals on how manage turmoil periods. also contributes toward understanding shifting meaning hospitality. Originality/value demonstrates applicability managing turbulent times, which extends knowledge enriches theory. facilitate our create processes that lead setting normal.