The Meetings, Incentive, Conventions and Exhibitions (MICE) industry has long been recognised as a sector that provides lucrative direct and indirect expenditure for host destinations. Within Australia, Federal and State governments have recognised the opportunity afforded by this sector and...

This paper emphasizes the importance of learning in the workplace through reflecting after action, as in Kolb's experiential learning cycle. One of the most effective ways of producing insights from personal experience is by keeping a learning log as a means of reflecting upon, and articulating...

Purpose – This paper aims to provide qualitative insight into a unique, collaborative project undertaken by BAA (Glasgow) and Glasgow Caledonian University (GCU) over a three‐year period at Glasgow International Airport. Design/methodology/approach – The qualitative case evidence is...

Presents the findings of a survey of graduates who received the higher national diploma in hotel, catering and institutional management at Norwich in 1984. With the benefit of ten years′ experienced hindsight they identify the skills that they feel they gained and those that they felt were not...

The relationship between specific “bundles” of human resource management (HRM) policies and practices and organisational performance in the hospitality industry is not well understood. Based on open‐ended interviews with managerial staff, and examination of management documents, the human...

This paper has analysed the impact of the South East Asian crisis on the recruitment strategies of multinational hotel companies. In the paper a brief review of expatriate recruitment is conducted. From this review a number of strategies of recruitment are identified. The paper proceeds to use...

This paper examines the linkage between human resource practices and the delivery of guest services in hospitality using a case study approach. In particular, these practices at a large theme park operation are presented in terms of their significance for service quality. The managerial...

Using management and employee data from the 1998 workplace employee relations survey, this article attempts to trace “fragments of HRM” within the hospitality industry (HI) on a comparative basis with all industries and services (AIS) in Great Britain. Four themes are explored: how the...

This paper presents a framework for understanding HRM: traditional HRM; integrative HRM; strategic HRM; and universal HRM. It suggests that empirical support for universal HRM is growing. It also presents a case study of one hospitality organization’s “universal” approach to human resource...

This paper examines the role of human resource practices in enabling cost reduction and quality enhancement. In particular, it investigates the use of volunteers in tourism organisations. The study is located in two visitor information centres (VICs) and focuses on the financial costs and...