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Abstract

The hospitality industry often struggles to hire professional, long-term, committed, and dedicated employees (Seqhobane & Kokt, 2021). Primary hiring managers at the operational level may have little to no experience in hiring but also lack the training, effort, awareness, and ability to successfully understand recruitment and retention processes (Poell, 2022). A flexible design and a single case study were used. Based on the research and findings hospitality managers required more extensive hiring-based training and wanted their organization to implement structured hiring practices and procedures for a more objective approach. Findings also suggested that ensuring the best-fit employees are hired, rather than simply filling a position, was crucial for success for both internal and external stakeholders. This article addressed further training for hiring and retention practices from human resources for operations managers, as well as the characteristics of professional-level employees and their significance to a hospitality business, particularly concerning guests/customers as an external stakeholder group. A Christian worldview to strengthen a business’s practice through God gives them an opportunity other businesses do not have to practice their faith while serving others, especially in an industry such as hospitality, where it should be run with faith and a servant’s heart. This is an opportunity to shed light on a long-standing issue that plagues the hospitality industry, which is rarely addressed but affects all stakeholders (Andaji Garmaroudi et al., 2021). Professionals, regardless of industry, will be able to utilize and understand the transferable research found in this article relating to best hiring practices.

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