ABSTRACT
Hospitality and tourism employment is important to very many countries across the globe. Although the influence of large MNCs is spreading, most employment is in small, independent enterprises. Much work is unpaid or low-paid. There is heavy reliance on females and young labour and, in some countries, on migrants. Most work is regarded as semi-skilled or unskilled, and there has been some deskilling. Training is often basic, with firms tending to buy in skills from the labour market. The HCTS also manifests different occupational categories compared to other private services. Many workers engage directly with customers, while others whose work is still geared towards providing good customer service have a more indirect customer relationship, necessitating us to acknowledge that the employment relationship is triadic. Part-time and atypical employment is common, and may be increasing amid countries’ desire to create more flexible labour markets. The labour force is highly mobile, often with a short-term orientation to the HCTS, generating high labour turnover and leaver rates. Recruitment and retention is particularly problematic, particularly for managers where a lack of professionalism may impede business success in developing and transitional economies.
