Work

An Empirical Investigation of Human Resource Management Practices and Service Excellence in Luxury Hotels

Year: 2026

Type: article

Abstract: The luxury hotel sector operates in a fluid and highly competitive environment where providing outstanding guest experiences is crucial for long-term success. In this context, employees are the key drivers of service quality, making effective Human Resource Management (HRM) practices essential for organizational performance. This study investigates the effect of HRM practices on service excellence in luxury hotels by examining critical areas such as talent acquisition, employee training, performance evaluation, compensation, employee engagement, and career development. The research adopts a quantitative methodology, collecting data from employees working in selected luxury hotels through a structured survey. The findings reveal that well-executed HRM practices significantly enhance employee competence, motivation, commitment, and service-oriented behavior, leading to improved guest satisfaction and organizational effectiveness. The study further highlights that organizations that invest in continuous employee development and supportive workplace practices are better positioned to uphold high service standards and strengthen their competitive advantage. It also emphasizes the importance of cultivating a positive organizational culture that fosters innovation, teamwork, and employee empowerment to consistently deliver exceptional hospitality services. The outcomes provide valuable insights for hotel administrators and HR professionals in formulating policies that enhance workforce performance and sustain service excellence. By establishing the relationship between HRM practices and service excellence, this study contributes to the existing body of knowledge in hospitality management and offers practical recommendations for enhancing organizational performance through effective people management. Overall, the research underscores that strategic investment in human resources is a critical factor in achieving sustainable growth and maintaining excellence in the luxury hotel sector.

Source: Indian Journal of Technical Education

DOI: 10.68648/ijte-q-2026-49-03-022

Authors: V N Balraj, G Anitha

Institution: Madurai Kamaraj University

Language: English

Topic: Employee Performance and Management

Subfield: Organizational Behavior and Human Resource Management

Field: Business, Management and Accounting

Domain: Social Sciences

SDG: Decent work and economic growth

Open Access status: bronze

OpenAlex ID: W7225335520