Managing in the international context

In this chapter the globalisation of the hospitality industry and the development of worldwide hospitality groups are discussed together with their implications for HRM. The range of issues that differ from one country and culture to another is vast. Diverse labour markets, language, legal systems, religious and cultural differences distinguish the nature and context of different countries. In the workplace, consumer expectations, service quality standards, motivational drivers, and the ways in which performance is evaluated and monitored can vary significantly across different regions and cultures. This chapter therefore concentrates on cultural differences likely to be encountered by hospitality managers and needing understanding by HR managers. An understanding of such cultural differences may well provide the competitive advantage that many companies seek. Both theoretical perspectives and practical applications are considered.