EMPLOYEE TRAINING IN INTERNATIONAL LUXURY HOTEL CHAINS: EVIDENCE FROM SERBIA
EMPLOYEE TRAINING IN INTERNATIONAL LUXURY HOTEL CHAINS: EVIDENCE FROM SERBIA

Author(s): Milica Todorović, Tatjana Ivanovic
Subject(s): Economy, National Economy, Tourism
Published by: Udruženje ekonomista i menadžera Balkana
Keywords: training;human resource management;tourism;luxury hotel chain;hotel;
Summary/Abstract: Increased competition in international luxury hotel industry requires the hotels to continuouslyimprove their HRM policies and practices, with a particular focus on employee training. Hotelindustry globally employs a large number of people with high labour turnover. Training employees inhotels, especially in international luxury hotel chains, has always represented a challenge since guestsdemand high-quality personalized services. The aim of this paper is to examine how international luxuryhotel chains in a developing country, such as Serbia, implement training programs. The researchwas conducted in six five-star and four-star hotels in Belgrade - members of international luxury hotelchains, through in-depth interviews with managers from these hotels. The research has shown examinedhotel implement some of the training programs usual for luxury hotel chains. However, in orderto develop their local talent pools and improve staff skills on a continuous basis, the luxury hotels inSerbia need to re-examine their training systems, having in mind that most of them are highly standardized,to implement more diversified training plans, and provide more overseas training opportunitiesfor local employees from Serbia.

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