Generation Z and the transformation of HRM practices in UK luxury hotels
Bibliographic Data
| ID | 22423643 |
|---|---|
| Authors | Quynh Nguyen (0000-0001-8466-7643, Bournemouth University, corresponding author), Charalampos Giousmpasoglou (0000-0001-9225-3475, Bournemouth University) |
| Year | 2026 |
| Publication date | 2026-07-17 |
| Peer Reviewed | Yes |
| Open Access | Yes |
| Type | ARTICLE |
| Venue | Tourism and Hospitality Research (JOURNAL) |
| Journal identifiers | ISSN: 1467-3584 • E-ISSN: 1742-9692 |
| Publisher | SAGE Publications (PUBLISHER • US) |
| DOI | 10.1177/14673584261469359 |
| OpenAlex | W7169679253 |
| Language | EN |
| References cited | 42 |
This study explores how Generation Z (GenZ) is transforming recruitment, selection, and retention practices in the UK luxury hotel sector. Drawing on generational theory, employer branding, and the psychological contract framework, the research adopts an interpretivist, multi-actor approach. Seventeen in-depth interviews with HR and General Managers from luxury hotels, complemented by a focus group with five GenZ employees, reveal that the new generation’s digital fluency, values-driven career orientation, and emphasis on well-being are reshaping human resource management (HRM) in hospitality. Findings highlight the rise of mobile-first recruitment, the redefinition of candidate evaluation around personality and cultural fit, and the growing demand for authentic employer brands and supportive workplace cultures. Retention strategies increasingly centre on flexibility, inclusivity, and rapid career development, reflecting a shift in the hospitality psychological contract toward short-term, developmental, and lifestyle-oriented employment. The study contributes to HRM and generational research by conceptualising GenZ as a catalyst for workforce transformation in service-intensive industries, while offering actionable insights for hotel leaders navigating multigenerational teams. Implications for sustainable workforce development in hospitality are discussed.
Career development · Focus group · Hospitality · Hospitality industry · Human resource management · Human resources · Psychological contract · Talent Management · Workforce · Employer Branding and e-HRM · Generational Differences and Trends · Hospitality and Tourism Education
Psychological Contracts in Organizations
Covid-19’s impact on the hospitality workforce – new crisis or amplification of the norm?
Conceptualizing and researching employer branding
Thematic analysis.
Young consumers’ cool gaze on luxury hotels
Generation Z and hospitality careers
Strategic Human Resource Management (SHRM) in Creating Inclusive Workplace
Generational differences in the workplace
Age or generation? Understanding behaviour differences
Generation and discourse in working life stories
Global generations
The Cohort as a Concept in the Study of Social Change
| Citation velocity | historical |
|---|---|
| Highly cited | No |