Third International Conference on Tourism & Leisure Studies

Abstract

The tourism value proposition is changing. Consumers increasingly expect to be highly engaged in the tourism experience, which requires highly engaged employees. Yet, the hospitality and tourism industry is notorious for its poorly developed human resource management practices. Such practices have been associated with high rates of turnover and employee dissatisfaction. This paper will introduce a comprehensive review of empirical research on employee engagement in hospitality and tourism contexts. Dominant theoretical underpinnings, methods (including survey instruments), and results will be shared. Evidence-informed human resource management practices for enhancing employee engagement and the guest-service encounter, including talent management, will also be suggested.