High performance work practices and competitive advantage in the Irish hospitality sector

Failte Ireland argues that high performance work practices will provide the Irish tourist industry with the necessary competitive edge. The main focus of this study is to explore the extent of these practices in the Irish hospitality industry with particular emphasis on the practices of staff empowerment and participation.

A questionnaire was chosen as the most appropriate means of obtaining information from managers because respondents could be targeted in a cost effective method. A total of 71 questionnaires were mailed to managers in all three, four and five‐star hotels in the Dublin and greater Dublin area.

The data show that Dublin‐based hotels display some of the human resource practices associated with high performing work practices. There are, however, very low levels of employee participation, which many authors argue are the cornerstone of high performance practices.

The Irish hotel industry is undergoing fundamental change, not least of which is the increasingly demanding and discerning clients. Customers are demanding quality products and services, speed and reliability of service, price competitiveness and innovation. If Irish hotels are to survive and remain competitive, the issue of staff representation, participation and the channels of communication will have to be addressed. Recognising, utilizing and developing their human resources may be the most significant challenge that management faces, and it is posited that those organisations that excel at this will be the industry leaders.

The paper offers insights into the realities of management practices in hotels in an Irish setting.