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Sustaining Human Resources through Talent Management Strategies and Employee Engagement in the Middle East Hotel Industry

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  • Fida Hassanein

    (Department of Business Administration, Institute of Graduate Research and Studies, Cyprus International University, Nicosia 99258, North Cyprus, Turkey)

  • Hale Özgit

    (School of Tourism and Hotel Management, Cyprus International University, Nicosia 99258, North Cyprus, Turkey)

Abstract

This study aims to develop a deeper understanding on talent management strategies to encourage employee engagement in the tourism industry of the Middle East during and after COVID-19 and further to reveal the impacts of employee engagement on customer satisfaction. This study was conducted qualitatively, where open-ended questions were posed to 37 managers through semi-structured interviews. Managers in the human resource domain of numerous hotels across the Middle East located in countries such as Lebanon, United Arab Emirates, Egypt, Jordan, Bahrain, Qatar, Saudi Arabia, Turkey and the Sultanate of Oman participated in the study. The majority of Hotels had five-star ratings, and others four-star. The study themes were qualitatively developed from the data using inductive content analysis deployed in QSR NVivo. The results showed that by implementing appropriate talent management strategies, engagement and, consequently, job satisfaction of hotel staff could be enhanced. The COVID-19 pandemic showed that realistic targets must need be set for the effective retention of talented employees. The results imply that a lack of resources and investments in talent management strategies (e.g., reward system) can lead to the loss of talented employees. The overarching impact of talented employees is increased customer satisfaction as service quality is improved and interactions between staff and clients are enhanced. The results are beneficial for scholars as well as leaders in the hotel industry of the Middle Eastern region.

Suggested Citation

  • Fida Hassanein & Hale Özgit, 2022. "Sustaining Human Resources through Talent Management Strategies and Employee Engagement in the Middle East Hotel Industry," Sustainability, MDPI, vol. 14(22), pages 1-19, November.
    • Handle: RePEc:gam:jsusta:v:14:y:2022:i:22:p:15365-:d:977160
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    References listed on IDEAS

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    2. Sultan Mohammed Alkhozaim & Fatimah Abdulaziz Alshiha & Emad Mohammed Alnasser & Ahmed Abdulaziz Alshiha, 2024. "How Green Performance Is Affected by Green Talent Management in Tourism and Hospitality Businesses: A Mediation Model," Sustainability, MDPI, vol. 16(16), pages 1-18, August.
    3. Hazem Ahmed Khairy & Mohamed Fathy Agina & Nadir Aliane & Mohammed Ezzat Hashad, 2023. "Internal Branding in Hotels: Interaction Effects of Employee Engagement, Workplace Friendship, and Organizational Citizenship Behavior," Sustainability, MDPI, vol. 15(5), pages 1-16, March.
    4. Fida Hassanein & Amira Daouk & Diala Yassine & Najib Bou Zakhem & Ranim Elsayed & Ahmad Saleh, 2024. "Green Human Resource Management and Employee Retention in the Hotel Industry of UAE: The Mediating Effect of Green Innovation," Sustainability, MDPI, vol. 16(11), pages 1-15, May.

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