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Crafting Excellence: Insights in Talent Development in the Hospitality Industry
- Wan Nazriah Wan Nawawi
- Zatul Iffah Mohd Fuza
- Mohd Onn Rashdi Abdul Patah
- 2932-2941
- Jan 15, 2025
- Management
Crafting Excellence: Insights in Talent Development in the Hospitality Industry
Wan Nazriah Wan Nawawi*1, Zatul Iffah Mohd Fuza2, Mohd Onn Rashdi Abdul Patah3
1,2 Faculty Hotel and Tourism Management, Universiti Teknologi MARA Terengganu, Malaysia
3Faculty Hotel and Tourism Management, Universiti Teknologi MARA Selangor, Malaysia
*Corresponding Author
DOI: https://dx.doi.org/10.47772/IJRISS.2024.8120244
Received: 10 December 2024; Accepted: 14 December 2024; Published: 15 January 2025
ABSTRACT
The hospitality industry faces persistent challenges with high employee turnover rates, which can significantly impact service quality and overall guest satisfaction. The next generation of the workforce plays a crucial role in talent development strategies, as their growth and development directly influence the quality of service provided by the organisation. Therefore, this research aims to review talent development practices that can improve trainees’ engagement, skill development, and retention within hotel establishments. The researchers conducted a systematic literature review using the preferred reporting items for systematic reviews, which include the Meta-Analyses (PRISMA) guidelines and flow chart. The initial search yielded peer-reviewed articles published in English between 2014 and 2024. The researchers established inclusion criteria to ensure the relevance of the 19 selected articles, specifically focusing on talent development practices within the hospitality industry. The themes found based on the review are comprehensive training programs, continuous learning opportunities, and supportive work environments in fostering a skilled workforce. The findings may provide actionable insights for hospitality organisations seeking to optimise their talent development strategies, ultimately resulting in improved service quality and customer satisfaction in the competitive hospitality landscape.
Keywords: Talent Development, Hospitality, Training, Soft Skills, Technical Skills
INTRODUCTION AND BACKGROUND
The hospitality industry is constantly evolving, necessitating a highly skilled workforce. As the industry strives to meet the increasing expectations of a diverse clientele, an efficient approach to talent development that integrates both soft and technical skills becomes essential (Cimatti, 2016). The hospitality industry faces persistent challenges with high employee turnover rates, which can significantly impact service quality and overall guest satisfaction. Research indicates that engaged employees contribute positively to the work environment and are less likely to leave their positions. Implementing robust talent management strategies—such as continuous training, career advancement opportunities, and recognition programs—can foster a culture that supports employee commitment and satisfaction, ultimately leading to improved retention rates in this competitive sector (Marinakou & Giousmpasoglou, 2019; Almaaitah et al., 2020).
The hospitality industry involves internship placements for trainees from Higher Institution Education (HEI) in Malaysia. Trainees are often new hires or interns who are undergoing training to become fully-fledged employees (Tian, 2019). They represent the next generation of the workforce and play a crucial role in the talent development pipeline. Their growth and development directly influence the quality of service provided by the organisation. Ensuring that trainees receive proper training and support ultimately benefits the entire workforce by contributing to a more skilled, motivated, and engaged team (Smith & Johnson, 2022). Despite the growing importance of talent management in the hospitality industry, there are still significant research gaps in understanding talent development practices and their impacts on organisational performance. Previous studies have primarily focused on talent management strategies in general without delving deeply into specific talent development practices unique to the hospitality sector (Mishra et al., 2019). Understanding how to tailor talent development initiatives to address the unique challenges and requirements of hospitality organisations is incomplete due to a lack of industry-specific research.
Furthermore, while some studies have explored the relationship between talent management and organisational outcomes, there is a lack of empirical research examining the direct impact of talent development practices on key performance indicators in the hospitality industry (Mishra et al., 2019). This gap is particularly notable in the context of different types of hospitality establishments, such as luxury and budget hotels, where talent development needs and approaches may vary significantly. Additionally, there is limited research on how talent development practices in the hospitality sector have evolved in response to recent global disruptions, such as the COVID-19 pandemic, which has dramatically altered the industry landscape (Mousa et al., 2022). These research gaps highlight the need for more comprehensive and context-specific studies on talent development practices in the hospitality industry to inform effective strategies for attracting, developing, and retaining talent among hospitality trainees.
LITERATURE REVIEW
Talent development practices in the hospitality industry have gained significant attention in recent years, as organisations recognise the critical role of human capital in achieving competitive advantage. These practices typically encompass a range of activities aimed at attracting, developing, and retaining high-potential employees. Recent studies have highlighted the importance of inclusive talent management approaches, particularly in the wake of global disruptions, where hotels have shifted toward recognising all staff as talents with equal workplace privileges (Mousa et al., 2022). Additionally, research has emphasised the need for the development of competencies such as multitasking and resilience among hospitality employees to cope with extreme contexts. The literature also points out the significance of organisational support, continuous learning, and a focus on employees’ mental health as crucial components of effective talent development practices in the hospitality industry (Edeh et al., 2022). Based on these insights, recent studies have emphasised the role of technology-driven talent development practices in enhancing employee engagement and retention within the hospitality sector. Gamification has emerged as a particularly effective tool, with research from 2023 highlighting its potential to create immersive and realistic simulations that closely mimic real-world situations in hospitality settings. For instance, Village Hotels successfully implemented a gamified virtual reality program to transform their learning and development initiatives, resulting in improved guest satisfaction scores and more effective onboarding for new employees, especially in areas like housekeeping. This approach has proven valuable in addressing skills gaps and improving retention rates in an industry facing significant workforce challenges (Gawali, 2020).
Furthermore, the integration of artificial intelligence (AI) and data analytics in talent development practices has gained traction in the hospitality industry. Hotels are increasingly adopting AI-powered personalised learning paths and adaptive training modules to cater to individual employee needs and learning styles, according to a 2024 study (Abbas, 2023). These technologies not only enhance skill development but also contribute to a more engaging and efficient learning experience. Additionally, the use of AI in predictive analytics has enabled hotels to identify high-potential employees and tailor development programs accordingly, leading to improved succession planning and career progression opportunities (Spanellis et al., 2020). Organisations implementing such strategies report lower turnover rates and higher levels of employee satisfaction, demonstrating the significant impact of this data-driven approach to talent management on employee retention (Kok, 2023).
RESEARCH METHODOLOGY
The methodology for this study on talent development practices in the hospitality industry employs a qualitative approach through a systematic literature review (SLR). The researchers chose this method to conduct a comprehensive and structured analysis of existing research on the topic, which facilitated the identification of key themes, trends, and gaps in the literature. The SLR process followed the guidelines outlined by Tranfield et al. (2003), which ensures a transparent and replicable review process. Figure 1 shows how the PRISMA framework guided this systematic review. The PRISMA framework ensures a thorough and transparent review process and prioritises systematic review quality and reproducibility. The process includes identification, screening, eligibility, and inclusion.
Figure 1: Reporting items for the systematic review (adapted from the Preferred Reporting Items for Systematic Reviews (PRISMA) statement).
The researchers conducted data collection using multiple academic databases, including Scopus, ScienceDirect, Web of Science, and Emerald Insight. The search terms used were “talent,” “talent development practices,” and “hospitality industry,” along with various combinations and related keywords to ensure thorough coverage of the topic.
Table 1: Keywords applied during the systematic literature review process
Databases | Keyword |
Scopus
ScienceDirect Web of Science Emerald Insight |
“talent,” “talent development practices,” and “hospitality industry,” |
To focus on the most recent developments in the field, we limited the initial search to peer-reviewed articles published in English between 2014 and 2024. The researchers established inclusion criteria to ensure the relevance of the selected articles, specifically focusing on talent development practices within the hospitality industry. We screened the initial pool of articles from the search based on their title and abstract relevance. The remaining articles underwent a full-text review, resulting in a final selection of studies for in-depth analysis. Next, we methodically coded and analysed the chosen articles to pinpoint crucial themes, approaches, and discoveries concerning talent development strategies in the hospitality sector (Sauer, 2023).
Table 2: Inclusion and Exclusion criteria in database screening
Criteria | Databases | Keyword |
Year | 2014 – 2024 | Article published before 2014 |
Access | Open Access | Close Access |
Document Type | Full-text articles | Book Review and unpublished thesis and dissertation |
Source Type | Peer-reviewed articles | Book |
Language | English | Other than English |
Sector | Hospitality | Other than Hospitality such Manufacturing, Retail etc. |
A review protocol was developed, outlining the search strategy, data extraction process, data analysis methods, and article selection criteria, which will be discussed further.
RESULTS AND DISCUSSION
Based on the review, the most frequent key variables involved in talent development within the hospitality sector include the integration of comprehensive training programs that address skill gaps, especially soft and technical skills; continuous learning opportunities and supportive work environments; personal motivation and career aspirations; work-life balance and well-being focus; digital and technological skills development; mentorship and peer learning integration and gamification in learning.
Table 3: Summary theme of talent development articles included in the SLR
Author (s) / Year | Talent Development Practices | ||
Comprehensive Training Programs | Continuous Learning Opportunities | supportive work environments | |
Stangl et al.,2024 | / | / | |
Ansari et al, 2023 | / | / | / |
Aljbour et al 2022 | / | / | / |
Kichuk et al 2019 | / | / | |
Kravariti et al. 2022 | / | / | / |
Sigala et al. 2023 | / | / | / |
Marinakou& Giousmpasoglou 2019 | / | / | / |
Self et al. 2019 | / | / | / |
Golubovskaya et al., 2019 | / | / | / |
Johnson et al, 2019 | / | / | / |
Aguinis & Cope 2024 | / | / | / |
Helens-Hart & Engstrom, 2021 | / | / | / |
Schulze, ,2023 | / | / | |
Scott & Revis, 2008 | / | / | / |
Baum, 2019 | / | / | / |
Jooss et al. 2023 | / | / | / |
Votto et al. 2021 | / | / | / |
Tian, 2024 | / | / | / |
Stoffers et al, 2021 | / | / | / |
Comprehensive Training Programs
Training programs focusing on customer service excellence, communication, cultural sensitivity, and conflict resolution can significantly enhance the interpersonal abilities of employees. According to Wong and Hsu (2021), effective communication and cultural awareness are particularly important in a multicultural environment like Malaysia, where employees interact with a diverse clientele. By conducting regular training sessions, organisations can cultivate a workforce adept at navigating interpersonal dynamics, ultimately leading to improved guest experiences. Soft skills have emerged as crucial elements in ensuring customer satisfaction and operational efficiency within the hospitality industry (Bharwani & Jauhari, 2017).
Equipping trainees with technical skills through hands-on workshops is vital in ensuring operational competence. Training sessions covering hotel management systems, food and beverage management, and housekeeping operations provide employees with the necessary knowledge to excel in their roles. A study by Brown and McMurray (2019) emphasises the significance of technical training in reducing operational errors and enhancing service delivery. By aligning training programs with industry standards and technological advancements, hospitality organisations can foster a skilled workforce capable of leveraging modern tools and practices (Nawawi, 2017). Furthermore, management’s engaging trainees in role-playing and simulations allows them to practice their responses to real-life scenarios in a safe environment. Such experiential learning opportunities enable employees to develop critical thinking and problem-solving skills. Research by Smith et al. (2020) highlights the effectiveness of simulations in building confidence among trainees, thereby reducing anxiety in high-pressure situations that are common in the hospitality sector.
Continuous Learning Opportunities and Supportive Work Environments
The implementation of personalised learning paths can significantly enhance both the relevance and engagement of training programs. When educational journeys are tailored based on individual strengths, weaknesses, and career goals, trainees receive the specific support they need to thrive. Personalised learning paths, created through thorough assessments, ensure that each employee’s unique needs are addressed. By doing so, organisations not only boost engagement but also foster a sense of ownership among employees regarding their professional development. This approach aligns with the findings of Thompson (2022), who reported that personalised learning increases engagement and helps employees take greater responsibility for their own growth and progression. Moreover, the hospitality industry, characterised by its diverse workforce and dynamic environment, benefits greatly from continuous learning opportunities (Viterouli et al., 2024). These initiatives help employees keep up with industry trends, improve their skills, and adapt to new challenges, ultimately leading to improved service quality and guest satisfaction. Continuous learning, therefore, becomes a strategic advantage for hospitality organisations aiming to remain competitive in the market (Harahap et al., 2024).
Providing career counseling sessions can assist trainees in identifying their strengths and aspirations, aligning them with potential career paths in the hospitality industry, thereby fostering personal motivation and career aspirations (Mate et al., 2024). Personalised guidance facilitates informed decision-making and helps trainees envision their future roles. Research by Lee et al. (2018) indicates that effective career counseling contributes to higher job satisfaction and employee retention. Facilitating workshops where trainees set short-term and long-term career goals fosters a proactive approach to professional development. Regular check-ins for accountability enhance the likelihood of achieving these goals. According to Locke and Latham (2019), setting specific and challenging goals leads to higher performance levels and motivation among employees.
Implementing recognition programs, such as ‘Employee of the Month,’ can boost morale and motivation. Recognition not only validates employees’ efforts but also encourages healthy competition and a sense of community within the workplace. A study by Kaplan and Norton (2020) supports the idea that recognition initiatives enhance employee engagement and satisfaction. Work-life balance and well-being are crucial elements in the hospitality industry. Initiatives promoting mental health, stress management workshops, and flexible work arrangements create a supportive environment conducive to employee well-being. Research by Kim and Lee (2021) indicates that well-being programs contribute to higher job satisfaction and lower turnover rates in the hospitality sector. Regular assessments of trainees’ well-being ensure that they have access to the necessary resources and support. Such initiatives demonstrate an organisation’s commitment to employee welfare, fostering loyalty and dedication among staff members.
Furthermore, comprehensive courses on digital tools, including reservation systems, CRM software, and property management systems, are essential for preparing trainees for the demands of the modern hospitality landscape (Yaacob, 2023). A study by Nguyen and Zhang (2020) highlights the importance of digital literacy in enhancing operational efficiency and customer service. Equipping trainees with skills in data-driven decision-making, including AI and data analytics training, enables them to analyse customer feedback and operational efficiency effectively. As noted by Patel (2022), proficiency in data analytics is increasingly becoming a competitive advantage in the hospitality industry. In addition, conducting mentorship and peer learning by pairing trainees with experienced mentors who guide them through their development journey can provide valuable insights and support. Mentorship programs facilitate knowledge transfer and enhance the overall learning experience. A study by Johnson and Lee (2021) emphasises the positive impact of mentorship on employee performance and retention. Encouraging teamwork and knowledge sharing among trainees through group projects and peer evaluations fosters a collaborative learning environment. Research by Carter and Blanchard (2020) indicates that peer learning enhances skill development and promotes a sense of belonging within the organisation.
Lastly, integrating gamified elements into training sessions can enhance engagement and retention. For example, creating simulations where trainees must manage a virtual hotel allows them to apply their skills in a dynamic and interactive environment. Studies by Deterding et al. (2019) demonstrate that gamification in learning significantly boosts motivation and information retention. Therefore, gamification has emerged as a powerful tool for talent development in the hospitality industry, with recent studies highlighting its effectiveness in enhancing employee engagement and learning outcomes. In 2023, research emphasised the integration of virtual reality (VR) technology with gamification to create immersive and realistic simulations that closely mimic real-world situations in hospitality settings (Gawali, 2020). This approach has proven particularly valuable in addressing skills gaps and improving retention rates in an industry facing significant workforce challenges. For instance, Village Hotels successfully implemented a gamified VR program to transform their learning and development initiatives, resulting in improved guest satisfaction scores and more effective onboarding for new employees, especially in areas like housekeeping (Gawali, 2020).
As we move into 2024, the focus on gamification in hospitality learning continues to evolve, with an emphasis on creating more personalised and adaptive learning experiences. Recent trends indicate that gamification is being used not only for technical skills training but also for developing soft skills and enhancing customer engagement strategies (Spanellis et al., 2020). For example, loyalty programs like Hilton Honors have incorporated gamified elements to encourage customer participation and brand loyalty, while simultaneously serving as a learning tool for employees to understand guest preferences and behavior (Pasca et al., 2021). Furthermore, gamification in learning is increasingly being viewed as a means to foster a culture of continuous improvement and innovation within hospitality organisations, with employees motivated to repeatedly engage with training modules to improve their scores and climb leaderboards (Sarva et al., 2024).
MANAGERIAL IMPLICATIONS AND RECOMMENDATIONS
This review adhered to the PRISMA guidelines to ensure a thorough search and selection process. The review aimed to capture a diverse range of relevant studies on talent development by expanding the search terms and databases. However, the study only included 19 articles from 53 journals, potentially underrepresenting the global research landscape. Future researchers should concentrate on gathering primary data from hospitality trainees to bolster their findings and results. The components of talent development may differ based on the cultural competence and sustainability practices used by hotels to attract and retain trainees after their internships. This will enable the researchers to reach the intended conclusions and provide definitive answers to the importance of training as a talent development practice. As a consequence, this approach can enhance the credibility of the research and improve the accuracy of the results. Lastly, to reliably replicate earlier research findings, we should increase the sample sizes in subsequent research. In addition, a more accurate field representation is possible.
CONCLUSION
The integration of these detailed components and innovations into talent development programs in the hospitality industry can lead to enhanced employees’ and trainees’ performance, satisfaction, and retention. By fostering a culture of continuous learning, personal motivation, and well-being, organisations can create a workforce that is not only skilled but also committed to delivering exceptional service. This study serves as a foundation for further exploration and development of a comprehensive talent development framework tailored to the unique needs of the hospitality sector.
ACKNOWLEDGEMENT
The researchers would like to acknowledge Universiti Teknologi MARA Cawangan Terengganu for their assistance in expediting the publication process mandated for PhD candidates.
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