International Tourism and Hospitality Management
about 10 percent of the global workforce both directly and indirectly.
The word “hospitality” connotes a sense of “warmth” provided to guests for a fee. Thus,
the first lesson that one learns in the hospitality industry is putting the customer first. However,
what one forgets is that probably the most effective way of getting a highly satisfied customer is
by putting employees first. This is because satisfied employees lead to satisfied customers. Perhaps
nowhere this truth is more relevant than in the hospitality industry (Chen, 2007, p.8). This is why
challenges related to the workforce requires critical attention and needs to be addressed both from
the worker’s point of view and also from the industry’s point of view. This article addresses the
challenges associated with leadership and management within the hospitality industry, with…………………………………………………………………………………
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