Profiles the Hilton Group plc and some of the human resources issues that arise from operating an international portfolio of 500 hotels, with more than 60,000 employees in 50 countries. Expansion in 1999 triggered an extensive market research exercise to determine customer expectations of the...

In the demanding hotel industry, securing organisational commitment among managers can potentially offer dividends in performance. There is, however, limited evidence to suggest that organisations are aware of how they might encourage such commitment. This article aims to develop understanding...

Both employers and employees may seek flexible employment patterns, but for different reasons – employees for lifestyle reasons and employers for financial and business imperatives. This paper focuses on the first of these issues, summarising the results of a comparative case study analysis of...

Examines, through in‐depth case studies, the process of strategic decision making arising from the management of compulsory competitive tendering (CCT) for catering and cleaning services following the 1988 Local Government Act. Examines in particular the contrasting approaches to the...