The evolving nature of hotel HR performance measurement systems and challenges arising: An exploratory study

Qualitative interview data secured from 14 HR managers representing large hotels located in Australia’s Gold Coast has been collected to examine: (1) what is the extent and nature of change in hotel HR performance measurement systems, and (2) what are the primary challenges confronted by hotel HR managers when attempting to implement effective HR performance measurement? Perennial HR problems such as high staff turnover, employee dissatisfaction and low service standards that continue to plague the industry highlight the importance of examining HRM’s evolution in the dynamic hotel context. Considered holistically, the study’s observations reveal high consensus with respect to perceived change in HR performance measures. Evidence of devolution of tasks generally associated with the HR function to line managers a more strategic role for HR managers is also provided. The observations suggest a substantially altered trajectory for the hotel HR function and this change appears to be occurring at a rapid pace.