Mascardo, Jan Mathew Jaive M.

MSITHM - Section 3
Human Resource Management and Ethics in Tourism and Hospitality Industry

Reflection Report

Effects of Human Resource Management on Hotel Performance using

Structural Equation Modeling
Abbas Al-Refaie

Human resource management is a crucial aspect of any organization, and the hospitality industry
is no exception. In his research paper, Abbas Al-Refaie explores the effects of human resource
management on hotel performance using structural equation modeling. The study provides
valuable insights into the impact of HRM practices on hotel performance. This essay will discuss
the key findings of the research paper and highlight the importance of effective HRM practices in
the hospitality industry.

The research paper found that there is a significant positive relationship between HRM practices
and hotel performance. The study identified four key HRM practices that have a significant
impact on hotel performance: recruitment and selection, training and development, performance
management, and compensation and benefits. The findings suggest that hotels that invest in these
HRM practices are more likely to achieve higher levels of performance.

Effective recruitment and selection practices are essential for attracting and retaining talented
employees. The study found that hotels that use rigorous recruitment and selection processes are
more likely to have a highly skilled and motivated workforce. Similarly, training and
development programs are crucial for enhancing employee skills and knowledge. Hotels that
invest in training and development programs are more likely to have employees who are better
equipped to meet the needs of guests.

Performance management is another critical HRM practice that has a significant impact on hotel
performance. The study found that hotels that use performance management systems are more
likely to have employees who are motivated and engaged. Performance management systems
help to align employee goals with organizational objectives, which can lead to improved
performance. Finally, compensation and benefits are essential for attracting and retaining
talented employees. The study found that hotels that offer competitive compensation and benefits
packages are more likely to have a highly skilled and motivated workforce.

In conclusion, the research paper by Abbas Al-Refaie provides valuable insights into the effects
of human resource management on hotel performance. The study highlights the importance of
effective HRM practices in the hospitality industry. Hotels that invest in recruitment and
selection, training and development, performance management, and compensation and benefits
are more likely to achieve higher levels of performance. Therefore, it is essential for hotels to
prioritize HRM practices to improve their performance and gain a competitive advantage in the
industry.
 Improving Frontline Service Employees Innovative Behavior using Conflict Management
in the Hospitality Industry: The Mediating Role of Engagement

The hospitality industry is highly competitive, and providing excellent customer service is
crucial for success. Frontline service employees play a significant role in delivering quality
service, and their innovative behavior can enhance customer satisfaction. However, conflicts
among employees can hinder their innovative behavior, leading to poor service quality. In their
article, "Improving Frontline Service Employees Innovative Behavior using Conflict
Management in the Hospitality Industry: The Mediating Role of Engagement," Hyo Sun Jung
and Hye Hyun Yoon explore the relationship between conflict management, engagement, and
innovative behavior among frontline service employees in the hospitality industry.

Prof. Jung and Prof. Yoon argue that conflict management can positively influence frontline
service employees' innovative behavior. Conflict management strategies such as collaboration,
compromise, and accommodation can help employees resolve conflicts and promote a positive
work environment. This, in turn, can enhance their engagement and encourage innovative
behavior. By managing conflicts effectively, frontline service employees can work together to
develop new ideas and improve service quality.

Engagement also plays a mediating role in the relationship between conflict management and
innovative behavior. Engaged employees are more likely to be motivated to innovate and provide
excellent service. Conflict management can enhance engagement by promoting a positive work
environment and fostering teamwork. Engaged employees are also more likely to be committed
to their organization and willing to go above and beyond to provide quality service.

Prof. Jung and Prof. Yoon's research highlights the importance of conflict management and
engagement in promoting innovative behavior among frontline service employees in the
hospitality industry. By managing conflicts effectively and promoting engagement, organizations
can create a positive work environment that encourages employees to innovate and provide
excellent service. This can lead to increased customer satisfaction and ultimately, business
success.

In conclusion, conflict management and engagement are crucial factors in promoting innovative
behavior among frontline service employees in the hospitality industry. By implementing
effective conflict management strategies and promoting engagement, organizations can create a
positive work environment that encourages employees to innovate and provide quality service.
This can lead to increased customer satisfaction and ultimately, business success.