Human resources: a hidden advantage?

Purpose – This study seeks to identify the general characteristics of the profile of staff at five‐star hotels, and methods of recruitment, and makes suggestions for improvement in this sector. It is hoped that it will lead hotels to a greater competitive advantage. Design/methodology/approach – Both qualitative and quantitative methods were used to collect and analyze the data. Comparisons were made with existing data in order to determine trends and characteristics of hotel staff. Findings – The results show that there is room for staff improvement and improvement in recruitment methods, even within five‐star hotels. All hotels, regardless of their rating, should understand their human resources make‐up and what needs to be implemented to retain staff. Practical implications – With these improvements one might better compete for the first time guests and repeat clientele. Other studies should be undertaken on an international basis in order to widen the database. Originality/value – There are few studies that address these particular issues, yet there is still additional room to expand the study and comparisons that need to be performed. It would be advantageous include hotels of a lesser rating in future studies.