HRM of Multicultural Workforce in the Luxury Hospitality Industry in Cyprus

The research focuses on the study of the Human resource Management of the luxury hospitality sector of Cyprus and the management of the diverse workforce in the luxury hotels. It discusses the perspectives of the hospitality sector, luxury hospitality sector in Cyprus, and the challenges faced in managing multicultural workforce.

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HRM of Multicultural Workforce in the Luxury Hospitality Industry in Cyprus
Name of the student
Name of the university
Author Note:

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Acknowledgement
I want to thank all the people who have helped me from the beginning to complete this
research. My thanks goes to all those people who have listened to me and have always
encouraged me. I will specially thank my supervisor whose guidance, effort, advice and most
importantly patience has helped me to complete the research in the most appropriate manner.
I also thank all the members of my college and my fellow researchers. My thanks also goes to
all of the students, local teachers and the authorities of the education. Apart from this I also
thank my faculty members. The research will have been left incomplete without their
participation. I must thank to the authors and researchers whose work have been taken by me
to complete the secondary research. Lastly I must thank all the research participants who
helped me by providing with their responses which were of great value to the research.
Finally I thank my family and friends who were of great support during my total research.

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Abstract
The following research has been based on the study of the Human resource Management of
the luxury hospitality sector of Cyprus. The changes in the hospitality sector and the
involvement of new and innovative ideas have led to the transformation of the hospitality
sector. The study here has focused on the discussion of the luxury hospitality sector of
Cyprus. There has been a rise in the tourist footfall in the Mediterranean country for the last
few years which has helped in the development of the Cyprus hospitality industry. The
diverse workforce in the industry has helped in the attraction of a large number of foreign
nationals. The first chapter introduces the readers with the research and provides a brief yet
compact overview of the various perspectives related to the subject. The introductory chapter
provides a number of aims and objectives of the research and also provides the different types
of the research questions. The research questions are formulated in such a manner that it acts
as the base for the development of the literary review. The introductory chapter also provides
a clear structure of the dissertation which helps the readers to get an idea of the arrangement
structure of the work. The second chapter is the literature review where the different
perspectives based on the hospitality sector, luxury hotel management of Cyprus and the
management of the diverse workforce in the luxury hotels of the Mediterranean country has
been provided. The literature review has cited the works of different works and has critically
discussed different terms in the most appropriate manner. The third chapter has dealt with the
different process and methods that has been used to conduct the research. The design,
philosophy and the sampling structure used in the study has been highlighted in the research.
The methodology chapter is followed by the data analysis and results chapter where the
responses collected from the live samples have been analysed through survey statistics using
charts and graphs and then discussed in a systematic manner to find out the different results.

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The last chapter provides a conclusion and different recommendation to the hotel industry in
order to provide a better HRM.
Table of Contents
Acknowledgement......................................................................................................................2
Abstract......................................................................................................................................3
Chapter 1....................................................................................................................................8
1.1 Background of the study..................................................................................................8
1.2 Research Aims...............................................................................................................10
1.3 Objectives of the Research.............................................................................................10
1.4 Research Questions........................................................................................................11
1.5 Problem Statement.........................................................................................................11
1.6 Structure of the Dissertation...........................................................................................12
1.7 Summary........................................................................................................................13
Chapter 2..................................................................................................................................14
2.0 Literature Review...............................................................................................................14
2.1 Introduction....................................................................................................................14
2.2 Major Perspectives of the Hospitality Sector.................................................................14
2.3 Major Perspectives of the Luxury hospitality Sector.....................................................16
2.4 Perspectives of Hospitality Sector in Cyprus.................................................................18
2.5 Perspectives of Luxury Hospitality Sector in Cyprus....................................................20
2.6 Cultural Workforce Management in Hospitality Industry.............................................21

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2.7 Management of the Diverse Cultural Workforce...........................................................22
2.8 Working style of the culturally diverse people..............................................................23
2.9 Challenges faced to manage multicultural people.........................................................25
2.10 Summary of Chapter 2.................................................................................................26
Chapter 3..................................................................................................................................26
3.0 Research Methodology.......................................................................................................26
3.1 Introduction....................................................................................................................26
3.2 Research Philosophy......................................................................................................27
3.2.1 Justification of selecting positivism philosophy.........................................................28
3.3 Research Approach........................................................................................................28
3.3.1 Justification of selecting deductive approach.............................................................29
3.4 Research Design.............................................................................................................29
3.4.1 Justification of selecting descriptive design................................................................30
3.5 Research Strategy...........................................................................................................30
3.5.1 Justification for selecting survey research strategy.....................................................31
3.6 Sampling Technique and Sampling Size........................................................................31
3.6.1 Justification for selecting systematic sampling technique..........................................31
3.7 Data Collection Technique.............................................................................................32
3.7.1 Justification for selecting primary data collection technique......................................32
3.8 Data Analysis Technique...............................................................................................32
3.8.1 Justification for selecting statistical method...............................................................33

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3.9 Ethical Considerations...................................................................................................33
3.10 Conclusion....................................................................................................................34
Chapter 4..................................................................................................................................34
4.0 Data Analysis.....................................................................................................................34
Figure No 1: Pie chart showing Gender...............................................................................35
Figure No 2: Pie chart showing Age Group.........................................................................36
Figure No 3: Pie chart showing Monthly Income................................................................36
Figure No 4: Pie chart showing Extent of promotion..........................................................37
Figure No 5: Positive Values that have an impact on the cultural diversity........................38
Figure No 6: Productive Atmosphere influence cultural diversity......................................39
Figure No 6: Performance of Employee has an influence cultural diversity.......................40
Figure No 7: Promotion of diversity adds to business success............................................41
Figure No 8: Luxury hospitality Sector in Cyprus promotes better cultural diversity.........42
Figure No 9: Treatment of multicultural workforce in Cyprus............................................43
Figure No 10: Management of multicultural workforce in Cyprus.....................................44
Figure No 11: Multicultural Workforce is necessary for success of hotels in Cyprus........45
Figure No 12: Training session important for the multicultural workforce in Cyprus........46
Figure No 14: Proper HRM is required for the cultural diversity........................................48
Chapter 5..................................................................................................................................48
Chapter 6..................................................................................................................................50
6.0 Conclusions and Recommendations..................................................................................50

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6.1 Conclusions....................................................................................................................50
6.2 Linking with the objectives............................................................................................51
6.3 Gaps in Research............................................................................................................53
6.4 Recommendations..........................................................................................................54
References................................................................................................................................57
Appendices...............................................................................................................................63
Appendix 1...............................................................................................................................63
Questionnaire...........................................................................................................................63
Open questions.....................................................................................................................63
Closed Questions..................................................................................................................64

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Chapter 1
1.0 Introduction
1.1 Background of the study
The globalization process in world has changed the way and the perception of how the
people travel and work across the total globe (Assaf, Josiassen and Oh 2016). The change of
the perceptions of the globe has helped the population to meet with new cultures and work in
different kinds of environments. The increasing awareness of the people as well as the
different kinds of the increasing demands of the people has changed the perception of luxury
in the hospitality industry. The majority of the companies have been fighting for a long time
against the different kinds of the discrimination practised in the organization. The target for
the management of the enterprises is to ensure the absence of any kinds of the discrimination
within the workforce. The hospitality companies of the organization do not want to
disappoint the customers with misinformation.
A hotel can be said to be as a commercial organization which generally provides
lodging, food, beverage as well as the different types of the other guest services. The hotels
of the globe are generally classified according to their star ratings. This kind of the star
ratings differentiates the services of the hotels from each other. There are a total of seven
stars and the hotels are classified according to the ratings. According to, Assaf, Josiassen and
Oh (2016) the high ratings of a hotel classify the luxury they provide to their customers. The
word luxury needs to be explained in a proper manner to properly understand the luxury
hospitality services present in the modern day business world. The term luxury can be
defined to be a particular state of mind where people seem to have no worries as such, are
free of any kind of stress, are happy and enjoy themselves in different kinds of situation. Thus
it can be said that a luxury hotel is a particular place which is capable of providing an elegant

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room and also provides different kinds of additional features. However the most important
part of the luxury status is the huge price tag of receiving such luxury items. The more is the
ratings, the more is the price tag of the hotel. Though the luxury hotels are priced high, these
hotels play a crucial role in the growth of the hospitality and tourism sector of a country.
These kinds of the hotels present a great economic value to the country.
Cyprus is an island country in the Eastern Mediterranean Island which has a large
history by its side. The presence of the earliest known human habitants and the presence of
large remains of the ancient Roman Empire make it one of the most important countries of
Europe. The country has been famous as because it is one of the very few countries of Europe
where different archaeological sites have been discovered. Apart from this Cyprus has also
been famous for the different structures of Roman Civilization. The earliest known human
activity dates to around 10th century BC which makes Cyprus an important historical place.
Apart from the historical importance of the country, the country is also famous for its
exquisite natural beauty which includes the presence of a large and widespread coastline
along the Mediterranean Sea (Abokhamis Mousavi Hoşkara and Woosnam 2017). The vast
coastline along the Mediterranean Sea provides a great scope for the country to increase their
income by means of enhancing and supporting the hospitality and tourism industry. The
Government of Cyprus along with the involvement of a number of private players have been
trying to develop the hospitality industry in order to boost up the economy of the country.
As mentioned earlier, the hospitality and tourism industry is one of the major
economic boosters of Cyprus. Acccording to, Abokhamis Mousavi Hoşkara and Woosnam
(2017) the hotel industry has been booming since the last decade in Cyprus after the end of
the civil war and the efforts by the government to boost the tourism sector by implementing a
number of different steps. One of the most crucial features of the tourism sector in the
modern world has been the huge growth of tourism activities along the coastlines of the

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Mediterranean Sea. The steps taken in favour of the growth of the tourism industry has
helped in the positive development of the country. The country has been seriously involved in
the development of tourism and has been quite successful in this sector as report has shown
that Cyprus has exceeded the different countries of the Mediterranean region in terms of
tourism. The growth in the tourism sector has been an important cause behind the growth of
the hospitality sector of the country. The growth in the hospitality sector has been one of the
positive developments for the economic set up of the country. The research here has
specifically dealt on the study of the luxury hospitality centre of Cyprus and the different
kinds of the other perspectives related to it. The management of the hotels face different
kinds of challenges to manage the organization with varied cultures. However, the utilization
of the proper resources and the assets of the hotel industry along with the organizational
elements includes the likes of the organizational elements of the hotel business.
1.2 Research Aims
The aim of the following study is to get an idea of the management of the human
resources of the diverse workforce in the luxury hospitality sector. The study has been totally
based on the luxury hospitality sector of Cyprus. The research aims to find out the different
types of the perspectives based on the diverse human resource of the hospitality sector. The
aims of the research have allowed the study to highlight and discuss the different elements
and perspectives of the business.
1.3 Objectives of the Research
The research objectives are as follows;
a. To find out the perspectives of the hospitality sector
b. To find out the perspectives of the luxury hospitality sector of Cyprus

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c. To find out and study the diverse cultural workforce management in the luxury
hospitality sector of Cyprus
d. To determine the ways the human resource department of the luxury hotels in
Cyprus manage the diverse workforce of the organizations
e. To determine the harmonious functioning of the culturally diverse population
f. To determine the challenges of the maintenance of a culturally diverse population
1.4 Research Questions
The research questions are as follows;
A. What can be said to be the major perspectives of the hospitality sector?
B. What are the major perspectives of the luxury hospitality sector of Cyprus?
C. How can the diverse cultural workforce management in the luxury hospitality
sector of Cyprus be described?
D. How does the diverse workforce in the luxury hotels of Cyprus managed by the
Human Resource Department?
E. How are the diverse cultural people able to work together in a harmonious manner
towards a common goal?
F. What are the challenges of Multicultural workforces today and how do they
manage quality?
1.5 Problem Statement
The following study has been conducted in order to study the management of the
diverse workforce present in the luxury hospitality sector of Cyprus. The study has identified
the different kinds of the perspectives related to the diverse multicultural workforce of the
hotel industry in the Mediterranean country. The study will be addressing the different
perspectives related to the management of the diverse workplace in the different kinds of the

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luxury hotels of Cyprus. The most important part of the following study is the focus on the
diverse workplace management which is hardly available in any research conducted until
now.
1.6 Structure of the Dissertation
The dissertation has a compact and systematic structure and has been divided into six
different chapters which starts from the description of the dissertation and ends with the
conclusion chapter. The chapters are described as follows;
a. Chapter 1: Introduction
The first chapter is the introductory chapter where a brief yet detailed background of
the research has been provided in a proper manner. The research starts with a clear
overview of the term hotel and continues with the description of the scope of the tourism
and hospitality in Cyprus. The chapter has provided the aims and objectives of the study
as well as has provided the questions formulated from the research. The introduction part
of the research has also provided the problem statement which had been the basis of the
following study. The introduction chapter provides the main basis for the review chapter.
The first chapter stresses on the common concepts of the study which helps to provide a
picture of the topic of the research. This provides an easy angle to the research topic and
helps them easy to understand for all. Apart from this, the chapter consists of the research
aims along with the objectives of the study.
b. Chapter 2: Literature Review
The literature review has provided a clear understanding and discussion of the
frameworks and perspectives of the subject related to the research. The literature review
chapter constitutes the second chapter of the study. It provides a clear review of the
subject and discusses the perspectives of the study.

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c. Chapter 3: Research Methodology
The chapter three is the methodology section where the different kinds of the methods
that are used in the research. The following chapter includes the tools of the research and the
different kinds of the process used to control the research.
d. Chapter 4: Research Data
The response that has been collected from the respondents has been provided in the
following chapter. The analysis has been provided in a statistical manner with the help of
charts, graphs and different tables.
e. Chapter 5: Discussion
The discussion part of the dissertation is the fifth chapter and the results are derived from
this part of the chapter after systematically discussion the results of the research and
analysing the data.
f. Chapter 6: Conclusion
The conclusion is the last chapter of the research where the concluding part of the
research and the recommendations related to the concluding part have been presented
properly.
1.7 Summary
The first chapter has properly introduced the readers with the topic which is based on
the study of the management of the cultural workplace and workforce of the hospitality
industry in Cyprus. The overview provided here has shown a detailed analysis of the cultural

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workforce and has helped to provide a proper base for the study. The aims and objectives
have been provided in the following research along with the research questions. The research
questions have been provided in this chapter in order to help the research to conduct a proper
secondary analysis of the subject. The different perspectives related to the diverse cultural
workforce have been highlighted in the research questions.
Chapter 2
2.0 Literature Review
2.1 Introduction
The review chapter is the second chapter of the dissertation where the research has
emphasized on the different kinds of the elements and perspectives in terms of the hospitality
industry as a whole and specifically the elements and perspectives of the luxury hotel
industry in Cyprus, its management and its capability to effectively manage a large range of
cultural workforce of the industry. The management of the diverse workforce in the luxury
hotel industry is a great challenge for the management of the hotels. Acccording to,
Abokhamis Mousavi Hoşkara and Woosnam (2017) the involvement of a large number of
diverse workforces often leads to different kinds of problems. However, the proper
management of the workforce and the implementation of the best strategies can ensure
success for the hotel industry. The example of the luxury hospitality sector in Cyprus has
provided a great example which can be used for future studies. The hotel industry and the
management of the industry in Cyprus has also provided insight into the diverse ways by
which the country has been able to make tourism and hospitality as one of the primary and
one of the most important sources of economic prosperity (Chasqueira Lopes and Triães
2018). The presentation of the luxury industry as a whole and specification of the Cyprus
hospitality sector has been the main highlight of the following research. The critical review

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part of the dissertation provides the base to support the research in a systematic and scientific
manner.
2.2 Major Perspectives of the Hospitality Sector
The changes in the hospitality industry have changed the manner through which the
management of the organizations as well as the customers have changed their perceptions and
demands. Over the last 15 to 20 years, there have been a large number of different changes in
the hotel ownership and management system. Acccording to, Abokhamis Mousavi Hoşkara
and Woosnam (2017) apart from the changes in the hotel ownership and management system,
there has been development of different kinds of the technological developments in the
hospitality industry. The growth and development of the online reservation systems, lodging
systems and other kinds of technological developments has changed the perception of
hospitality industry. Apart from the technological developments of the organization, there
have been different types of changes in the administrative landscape of the hospitality
industry (Chasqueira Lopes and Triães 2018). The customers who were traditionally
dependent on the different kinds of the third party dealers and other sources to book their
accommodation are now able to directly book and reserve their accommodation through a
number of websites that serves the special purpose related to the different kinds of the
services offered in the hospitality industry (Nachmias Johnston and Meade 2015). However,
the largest change has come in the form of the changes in the workplace and the workforce of
the hospitality industry. The globalization of the workforce and the changes in the
management of the workforce by the organizations has the major revelation or characteristic
of the current day hotel industry.
The modern day hotel industry is huge and it is expected to grow at a fast pace in the
coming years. Different hospitality and marketing experts predicts that by the end of 2050,
the minority groups around the globe will form a large part of the global population and the

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Hispanic populations will exceed the amount of 40 lakh. According to, Chasqueira Lopes and
Triães (2018) the increase in the immigrations in the recent times after the Syria crisis has
specifically put pressure on Europe and especially the Mediterranean countries like Cyprus to
accommodate more and more people. The increase in the immigration and other factors like
new citizenships have promoted the management of the different hotels to employ a large
number of different individuals coming from totally different background and classes to form
a part of the group of the employees of the hotels (Frempong 2019). The appointment of the
large number of different people coming from different caste, creed and religion has led to
the interaction of the people with a number of different kinds of other people. On the other
hand the study of, Audretsch Belitski and Korosteleva (2019) these interactions often lead to
exchange and share of different types of ideas and thoughts on each other. However, it is one
of the largest challenges of the organization to manage and control the workforce that comes
from a diverse cultural background. The presence of the modern management techniques
and the use of the different kinds of the modern hospitality strategies have been helpful for
the management of the diverse workforce in the most appropriate manner. Diversity is now
being promoted in a more aggressive manner by the management of the hospitality industry
in order to ensure a positive organizational culture and to attract a large number of different
people from across the globe to avail the facility of this hospitality sector in a proper and
effective manner (Dasli 2017).
2.3 Major Perspectives of the Luxury hospitality Sector
Hotels around the globe are referred to as palaces or grand staying places. The hotels
which are associated with the providence of the best services to the customers are referred to
as the luxury hotels. These kinds of hotels are able to add luxury and glamour to the stay of
the individuals (Dasli 2017). The association of the luxury tag helps the hotels to be termed
as the best in the market and they are thus able to ensure a luxury touch to the hospitality

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industry of the country from where it operates. The luxury hotel industry can be defined by
means of a number of different kinds of the organizational values and characteristics. They
can be defined as ultra-luxury, luxury or can be defined by the term star rating which refers to
five star, six star and even seven stars. Acccording to, Abokhamis Mousavi Hoşkara and
Woosnam (2017) the main evaluation criterion for the luxury term is the “elements or
perspectives of the luxury” that are generally provided through the services of these hotels.
The sumptuous level of comfort, the huge range of options, uniqueness of the service,
cleanliness, conveniences and other value added services define the range of luxury of a hotel
(Nachmias Johnston and Meade 2015). According to most of the hospitality experts of the
modern day, the services that cause the outreach of the expectations amongst the customers
of the hotel can also be said to be the factors that define the luxuries of a hotel (Banks 2015).
On the other hand, a section of the hospitality experts are of the view that most of the hotels
in the modern days, even the three star hotels can be said to be providing services that are
equally compatible to that of the standards of the services provided by the other five star
hotels.
On the other hand the research of, Dastane and Eshegbe (2015) states that the change
in the times, the increasing amount of client base, the changes in technology and the presence
of a dynamic and capable workforce has been the major reasons behind the total change of
the landscape of the luxury hotel industry. Apart from this, the other major development of
the hotel industry in special is the involvement of a global workforce. According to, Guchait
Madera and Dawson (2016) the globalization and the change in the times of the organization
have led to the recruitment of a number of different people from different kinds of
background and from different cultures. The differences in the cultural background of
the people have forced the management to ensure the success of the business in a proper and
efficient manner. The presence of a welcoming workplace is another major perspective of the

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luxury hospitality sector. The management of the luxury hotels tend to care both about their
own customers as well as their own employees. The proper care of both of the parties is
equally essential for the success of the business in a proper and efficient manner (Banks
2015). With the promotion of diversity, the management of the luxury hotels are able to
build a strong and sustainable corporate culture that is essential for the retainment of the
employees. On the other hand the study of, Audretsch Belitski and Korosteleva (2019) states
that the traditional management of the hotels were not open to diversity and were narrow in
promoting the business in a proper manner. However, the changes during the globalization of
the business organizations have prompted the management of the luxury hotels to appoint a
diverse workforce.
2.4 Perspectives of Hospitality Sector in Cyprus
The luxury hospitality industry is generally classified into six different categories that
includes the likes of the luxury, upper-upscale hotels, upper-midscale hotels, midscale and
economy or budget hotels. The luxury hotels are further divided into luxury major, luxury
exclusive and upper upscale. All the three categories of hotels in the luxury sector presents
different kinds of the luxury services to the customers. Starting with the luxury major they are
major chains of integrated hotels like that of Sofitel, Ritz Carlton and many more similar as
such. The exclusive brand of luxury hotels includes the likes of the Four Seasons, Mandarin
Oriental and many more similar as such. Lastly the upper upscale hotels consist of the likes
of the brands like Hyatt and Sheraton, Senior V.P and many more as such. These all luxury
hotels are engaged in providing the best in class premium services to the customers.
The most striking features of the modern times is the changes in the modern tourism.
The results of the last decade and especially the last five years has clearly shown that the
Mediterranean coastline has experienced a strong and unprecedented growth in the last few
years which has led to the transformation of the coastline of the business organizations.

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Cyprus has been one of the liveliest destinations for the tourists across the world as it has
experienced a huge growth in the arrival of the tourists and has also exceeded the numbers in
comparison to the other countries located around the Mediterranean coastline (Chan Ye and
Xu 2016). On the other hand the research of, Dastane and Eshegbe (2015) states that the
major success for such a rush has been the presence of a great hotel industry. The vibrant
hotel industry has helped Cyprus to attain a number of challenges and promote itself as one of
the Mediterranean gateways offering the best in class views and tour experiences. The report
of the European Union has shown that tourism has been the leading growth sector in the
Cyprus economy since the year 1980. Therefore tourism forms the primary economic
backbone of the country. According to, Guchait Madera and Dawson (2016) the rise in the
activities of the tourism sector has led to the development of the hotels and the different kinds
of the hospitality industry. The growth in the hospitality sector in Cyprus has been the main
reason that has led to the development of the hotel industry in the country (Farmaki et al.
2019). The development of the hotel industry has further been boosted by a number of factors
like an increase in the spending of the tourists, globalization of the workforce, increase in the
business, seasonal spread of the tourist arrivals and increase in the number of rivals.
The hotel industry in Cyprus is basically controlled by the Cyprus Hotel Association.
The basic majority of all the hotels in the country are controlled by the following body of the
hotels. The association takes the different kinds of the necessary steps that is able to meet the
requirements of the business in the most appropriate manner (Chan Ye and Xu 2016). The
hotels in Cyprus provide a number of different facilities to the organization that helps the
business to ensure business success. However, the most important factor that characterizes
the hotels of Cyprus is the ability of the organization to appoint and manage a diverse
workforce (Farmaki et al. 2019). The management of the diverse workforce is essential for
the success of the business in a proper and efficient manner. The hotels of the country have

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come across a long time and have been able to influence the customers through the
presentation of the best services to them that caters to their needs. The study of, John and
Roberts (2017) states that the presence of an effective and diverse workforce in the industry
has helped the hospitality industry of Cyprus to blossom and attract foreign nationals from all
across the world. The presence of the diverse workforce can easily help to communicate with
the different nationals of foreign countries and make it easier and friendlier for them to easily
adapt to the situations. Apart from a communicative perspective, the presence of the diverse
workplace also promotes integrity and trust among the employees which reflects upon their
performance and increases the performance of the business organization.
2.5 Perspectives of Luxury Hospitality Sector in Cyprus
The worldwide luxury markets was estimated at close to pound 1 trillion in the last
year and is expected to rise in double folds in the coming years. The increase in the number
of different types of high net worth individuals and the increase in their wealth have led to the
increase of the different kinds of the regional increase of different luxury hospitality sector.
The study of, John and Roberts (2017) states that the European and the North American
regions are the primary drivers of the growth. In addition to the different kinds of the luxury
market and the growth in the consumer market, there have been different kinds of the
organizational changes that have led to the increase in the different types of the hotel growth.
The changes in the luxury customer mind-set every now and then have forced the
management of the luxury hotel industries to provide the different kinds of the services to
outclass the definition of luxury. The new and deeper awareness of personal wellbeing has
been shaping up the different types of the trends that refer health as the new luxury. Apart
from the maintenance of health the sustainable environment and the digitalization of the hotel
services is another major element that falls under luxury. However, the most important term
among the luxury refers to as the presence of the cultural diversity in the hotels.

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The hospitality sector of Cyprus have prepared itself in such a manner that it has been
able to increasingly present itself as a sector to face different kinds of challenges and operate
in different types of cultural environments. According to, Liasidou (2018) the management of
the luxury hotels have changed their structure in such a manner that they are easily able to
treat the cultural awareness, sensitivity and understanding of the cultures and the differences
that exist between the different cultures. Cyprus being a Mediterranean country experiences a
huge amount of footfall round the year. The large scale investment in the hospitality industry
and promotion of the Cyprus Tourism has been one of the major reasons behind the
importance of the cultural diversity. The Human Resource department of the organization are
capable to address the large number of different issues that help them to support the presence
of different kind of the challenges. The management of these hotels operate different teams in
the hotels to support these cultures. These teams are the links in between the organization and
the diverse cultured people. The HRM policies are implemented in a manner to ensure the
best for the organization.
2.6 Cultural Workforce Management in Hospitality Industry
According to, Liasidou (2018) Cultural Diversity has become one of the primary
issues in the hospitality industry. Diversity can be said to be the differences that generally
exists in between the people. The diversity is defined by means of race, culture, religion, case
and age. The globalized world has given birth to a highly diversified culture where diversity
forms an important part of the culture. The basic dimensions or angels of the core issues
related to the study is unique and supports diversity. A culturally diverse workforce has been
an important reliance of the hospitality industry and has been long been the needs of the
luxury chain of hotels. The inclusion of the culturally diverse group of people in the
workforce can seriously act as the major driving force behind the corporate strategic
planning. The presence of the culturally diverse people in the workforce changes the needs of

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the people and the company has to address the different types of the challenges that are faced
by the maintenance of the diverse backgrounds. This includes the increase of the fairness of
the employees, the maximization of the contribution diverse workforce of the employees. The
management of the hotels in Cyprus generally makes a number of different efforts in order to
present a mobile workforce for the company in the future. The rapid economic development
and the changes in the organizational elements has focused on the success of the hospitality
industry in the correct manner. In line with the continuous globalization of the hospitality
industry and the changes in the immigrant labours has been the major characteristics of the
new changes. There have been a constant change in the organization and the involvement of
the different kinds of the foreign nationals have changed the organizational structure of the
hotels. The experts have projected a rise in the minority and ethnic population increase by the
coming years, which has compelled the management of the luxury hospitality sector to
employ these peoples in the organization.
2.7 Management of the Diverse Cultural Workforce
The study of, John and Roberts (2017) states that the management of diverse cultural
workforce is a tough challenge for any of the HR department as the proper management of
the workforce can help earn accolades while the failure to manage the workforce in a stable
manner can lead to failure. The changes in the diverse domestic workforce in Cyprus and the
globalization of business have led to the increase of cultural differentiation among workers.
New and skilful workers from a different background and ethnicity have changed the manner
through which the management approaches the workforce. According to, Liasidou (2018) the
management of the luxury hotels of Cyprus have made it a point to earn the best cultural
competency in order to stay competitive and sustainable. In brief cultural competence is the
ability of a company to effectively deal with different kind of cultures and ethnicity. The

23
DISSERTATION
increasing presence of cultural competency for the last few years in the luxury hospitality
chains of Cyprus has been the major advantage for the organizations.
The Human Resource Management of the luxury hotel chains of Cyprus have
arranged for some strategies in order to effectively stay culturally competent and ensure
business success. The development of the cultural competency and the effective interaction
with different kinds of the people are really important for the supporting of new cultures and
schedules. The very first strategy to address cultural diversity by the HRM is to maintain a
strong and healthy communication in the business organization. The maintenance of a strong
and effective business communication and the presence of the corrective actions to spread
culture can help in the success of the hotel and its cultural diversity. Secondly team building
or the maintenance of a strong and healthy business team can help to ensure the success of
the enterprises. The HRM must provide the necessary value cooperation models in order to
help the management build a strong team that can effectively confront any challenges
(Farmaki et al. 2019). The presence of a culturally different team and the presence of the
cultural team building characteristics can be helpful for the success of the business in the
most proper and effective manner.
Time and scheduling of the tasks in the hotels is another major element to ensure the
success of the organization in cultural changes. The HRM must ensure the presence of proper
and effective cultural management through the maintenance of time and schedule. The proper
maintenance of the religious schedules are highly important for the success of the industry in
the most proper and appropriate manner (Farmaki et al. 2019). The better competence and the
presence of a better management can help the hotels to ensure the presence of a better cultural
competence.

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DISSERTATION
2.8 Working style of the culturally diverse people
Different kinds of cultures contains different kinds of way of life. Culture is generally
defined as the mentality, habits, belief, style, language, dress and the way the people behave
around the globe. Companies like hotels and multinational enterprises it is one of the most
common things to have a multicultural and diverse workforce. The presence of such a
workforce can be a challenge for the management as because a number of different kinds of
problems arises just because of the selection of the presence of people from different caste,
creed and backgrounds. The cultural changes are defined by means of three different actions
based on Lewis Model. This includes the likes of;
a. Linear Active Value people
b. Multi Active Value people
c. Reactive people
All the above mentioned people are equally engaging in the maintenance of their own
cultures. Therefore it is important for the management of the business enterprises to not
disrupt the value of the culture of each and every people and treat them with respect. The
management of the organizations adopt a number of different styles to be succesful. There are
different kinds of the categories of elements that helps the management of the hotels to
manage the diverse cultural background of people. This includes the likes of acceptance,
adaption, integration, communication and the presence of proper support. The acceptance of
the different cultures and the adaption of the different types of the organizational cultures
includes the likes of the acceptance of the cultures in a proper manner. Apart from this the
integration and communication forms an important part of the cultural awareness of the
business. The presence of the proper communication is key to the involvement of the
organization with the different types of the cultural people. The involvement of the
communication process where a channel of communication is used to properly communicate

25
DISSERTATION
with the people. The channel will involve the sender and the receiver. The sender will send
the message in a chain where the message will be received by the receiver and then encoded
and decoded in the process. The process will be a vice a versa communication process. Apart
from this the presence of a training process is highly important for the organizations. The
training process can be helpful for the organization to present a proper and effective skill
knowledge to the people from different cultures to ensure that all the employees are in line
with the different kinds of the organizational process to meet the goals within the given time.
2.9 Challenges faced to manage multicultural people
The management of the different kinds of the multicultural teams has a number of
different kinds of challenges and risks. The different kinds of the barriers tend to disrupt the
operations of the business organization and leads to a number of different problems. The
proper merger of the western and eastern cultures, the problems with language barriers and
the cultural misunderstandings can be termed to be the major problems or issues in the
management of the multicultural people. The challenges can be defined in a broad manner.
First of all the language barrier forms a major challenge to the organization. There are
people who come from different backgrounds and has been inspirational in the success of the
organization. However, the difference in the languages seem to deter the success of the
organization. The management thus must make adequate arrangements to help the people
understand the different procedures of the organization and accordingly make them work
according to the business procedures. The management must also ensure the presence of the
effective communication method in order to properly understand the different employees.
The employees of the organization must follow the training schedule of the organization.
Another important challenge of the management includes the likes of the cultural differences

26
DISSERTATION
of the east and the west. The presence of the technical challenges poses a serious threat to the
organizations. It is important for the management to ensure the presence of the proper
technical knowledge to deal with the following challenge.
The decision making process of the organization is another important challenge to be
faced by the organizations. The presence of the large number of multicultural people leads to
the problems to decide on a particular process. This in turn leads to the absence of a proper
decision and results in huge confusion. The Management of the organizations have to take
smart and systematic steps to ensure that no differences lies within the employees and also
has to execute the decisions in line with the organizational plans and policies that helps in the
success of the organization. There are also challenges that arises from the style and tone of
communication. The presence of a rough communication and the showing of aggression.
Apart from this the organization must also ensure that the communication takes place in a
mild and smart tone that is easily acceptable to the different employees and the management.
Lastly the management of the organization must ensure the proper motivation of the team to
ensure success.
2.10 Summary of Chapter 2
The above provided chapter has critically discussed the different kinds of review
based on the literary aspects of the cultural diversity of luxury hotels and its management of
the culturally diverged population of employees. The total discussion of the research and the
proper discussion of the different kinds of the research elements have helped in the
identification of the elements and the perspectives of the research. The literary review has
been based mainly upon the research questions which have been prepared during the
identification of the different aims and objectives of the research. The research review thus
forms and important part of the dissertation and acts as a link to the research and its success.

27
DISSERTATION
Chapter 3
3.0 Research Methodology
3.1 Introduction
Research methodology is the third chapter in the dissertation and comprises of the
discussion of the different types of the methods that are needed to complete the research. The
use of the different kinds of the methods and the application of the different types of the tools
that promote the use of the methods are discussed in the following chapter (Kumar 2019).
According to, Mackey and Gass (2015) the methodology chapter is important as because
apart from selecting the particular method to be used for the study, the methodology chapter
also provides a clear and transparent justification about the reasons behind the selection of the
different kinds of methods. The justification is provided in the research to support the view of
the research on the basis of the selection. The following chapter has started with the
introduction of the methodology and as continued with the philosophy of the research, design
and approach of the research as well as the different kinds of the methods through which data
is collected and the samples used in the research (Silverman 2016). Thus it can be said the
description and analysis of the research methods is quite important for the transparency of the
research.
3.2 Research Philosophy
There are three different types of philosophical stances in a research. Interpretivism,
pragmatism along with that of the positivism are the three different philosophical stances that
are basically used in the research. The use of the observations based on quantitative means is
the characteristic of the positivism philosophy. The analysis based on different kinds of
statistics is completed by the following philosophical stance. The use of different kinds of
scientific tests is characterized by the use of the different types of the observations. The truth

28
DISSERTATION
of the research can only be analysed with the use of the positivism philosophy. However,
there are serious limitations in the use of the positivism philosophy as because the use of the
particular philosophical stance limits the research to properly gather the required information
that is based on the topic in the proper and effective manner. The pragmatism philosophy is a
mixture of the other two philosophical stances namely positivism and Interpretivism.
According to, Mackey and Gass (2015) the consideration of the different kinds of the
business perspectives along with the different types of the tests based on science is the major
characteristic of the pragmatic philosophical approach. Lastly the philosophy of
Interpretivism helps the research to consider the different kinds of the observations based on
different elements related to the same subject. The consideration of the observations and the
emphasis on the scientific method helps to study the research in the most appropriate manner.
3.2.1 Justification of selecting positivism philosophy
The following research has used the positivism philosophy to conduct and analyse the
results. The use of the positivism philosophical stance is quite justified for the research. The
use of the following research is justified mainly because it helped the research to use the
information related to the hotel industry in Cyprus and the ways and methods by which the
management of the luxury hotels in the country controls these hotels accordingly. The
information collected here was also been able to analyse in the most scientific manner that
was helpful for the success of the research. The positivism philosophical stance also enabled
the research to analyse the information using a statistical approach (Kumar 2019). The
statistical approach involved the presentation of a number of tables, graphs and charts. The
use of the other two philosophical stances was directly rejected as because both of the other
two could have limited the use of the statistical analysis of the research.

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DISSERTATION
3.3 Research Approach
The research approach provides the way forward for the research to conduct the
research. The most commonly and extensively used research approach methods are deductive
research approach method and inductive research approach method. Both of these research
approach methods helps in the success of the research in the most appropriate manner. The
inductive and the deductive research approach methods are totally different from each other
and have a totally different approach (Kumar 2019). The inductive research approach needs
the research to formulate and create new sets of theories and concepts that are totally based
on new set of findings. The focus in case of the inductive approach is mainly on the
observation process. On the other hand, the deductive approach is the research approach that
is basically based on the existing theories and frameworks. The research questions as well as
the hypothesis are totally based on the theories as well as concepts. The general information
is easily converted into a specific and more focused information as a result of the deductive
research approach method.
3.3.1 Justification of selecting deductive approach
According to, Mackey and Gass (2015) the following research has used the deductive
method of research approach to complete the study. The characteristics of the deductive
research approach goes in a parallel manner with that of the positivism research philosophy
which is one of the primary reasons for the selection of the following approach. The selection
of the deductive approach also helps to ensure better trust and acceptability just because it is
based on the theories and concepts that were used earlier. The earlier use of the concepts and
theories ensures the acceptability of the research on an academic note. Moreover the selection
of the deductive research approach is justified in the following case given the less time
needed to construct the research. Thus overall deductive research approach can be said to be
the most appropriate for the following research.

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DISSERTATION
3.4 Research Design
Research Design like its other counterparts is equally important element in the
research and plays a crucial role as a methodological tool in the proper and efficient
completion of the research. There are in all three different research designs. This includes the
likes of Exploratory, Explanatory and Descriptive Research Designs (Flick 2015). All the
three research designs have their own characteristic and are equally important in a research.
The application of the perfect research design in the most appropriate manner is highly
important for the success of the research in a proper manner (Mackey and Gass 2015). The
choice of the explanatory research design ensures the providence of different kinds of
explanations for a selected phenomenon. On the other hand, the exploratory research design
helps the research to easily test the hypothesis and also answer the questions related to the
research (Kumar 2019). Lastly the descriptive research design is used to collect and analyse
the information based on a specific element or happening (Silverman 2016). The presence of
the dual characteristics makes descriptive research design an obvious choice for most of the
researches.
3.4.1 Justification of selecting descriptive design
The following research based on the study of the diverse cultural background of the
luxury hospitality sector in Cyprus. The choice of the descriptive research design is perfectly
suitable for the following research. The descriptive research design helped the research to
identify the different kinds of the cause as well as the effects of a particular phenomenon. The
selection of the design is also suitable given its capability to predict the future happenings
based on the problems selected to be discussed in the following research. The major problems
and challenges have been addressed just because of the selection of the descriptive design.
Thus it can be said that descriptive research design is the perfect one for the research
concerning the study of the diversity management in the luxury hospitality sector of Cyprus.

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DISSERTATION
3.5 Research Strategy
The different kinds of the strategies used to compete a research are namely case study,
action based research, survey research and interview based research study. The selection of
the research strategy is a critical process and any mistake in the process can lead to the failure
of the research. According to, Silverman (2016) the case study is based on the study of a
proper research while the research based on action can be defined as the study of the different
issues of the research. The survey research strategy and the interview research is based on the
selection of the live research participants who provide their responses to a set of different
questions that are set in the research based on the subject of the research topic. Thus each of
the strategies has its own set of importance in the research.
3.5.1 Justification for selecting survey research strategy
The research based on the study of the diverse cultural management of the luxury
hotel industry of Cyprus has been completed with the selection of the survey research study.
The survey research study has been selected in this regards in order to ensure the success of
the research (Nardi 2018). The survey helped the research to ensure the success of the
company in a proper and effective manner. The survey was selected in order to ensure the
success of the research in a proper and efficient manner.
3.6 Sampling Technique and Sampling Size
The selection of the sampling technique is essential for the success of the research.
The use of the proper sampling technique is essential for the conduction of the research. The
probability and non-probability technique of sampling are the two techniques that are selected
as the main technique of sampling. The selection of the sampling technique depends on the
selection of the samples for the research. The samples are the main sources of information for
a research. The probability technique allows equal scope for the live samples or respondents

32
DISSERTATION
to be a part for the research and respond to the research questions (Flick 2015). The non-
probability sampling technique does not allow equal chances for the respondents to
participate in the research and the selected few are only allowed to participate in the research.
3.6.1 Justification for selecting systematic sampling technique
The research has been conducted here with the use of the systematic probability
technique of sampling. The use of the following technique has been justified in the following
research as because the research has allowed the participation of different participants in
order to avoid any form of bias in the research. The large scope for the presentation of the
data by the respondents and the immediate scope for the research to gather a huge amount of
data make it possible for the research to gather a vast amount of information for the study.
The research has selected the participants from the luxury hotel industry of Cyprus to relate
the study with the research accordingly.
3.7 Data Collection Technique
According to, Silverman (2016) the two most commonly used techniques to collect
data are the primary and the secondary methods of data. The primary method of data
collection relates to the collection of data from the live samples during the interview or
survey research method. The primary data collection method involves the collection of live
responses from the related persons. On the other hand, the secondary data collection method
involves the collection of data from the existing research articles, journals, previous
researches, data from internet and many more as such (Creswell and Creswell 2017). The
collection of the data can also involve both the primary as well as the secondary form of data
collection.

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DISSERTATION
3.7.1 Justification for selecting primary data collection technique
The research has used both the primary as well as the secondary data collection
method in order to formulate the study based on the management of the diverse workforce in
the luxury hospitality industry of Cyprus. The primary research has been used to conduct the
survey based on the research questionnaire while the secondary research was conducted to
formulate the literature review of the research. The qualitative research data and the
quantitative research technique has been used in a smart manner to formulate the research in
a systematic way. The research has selected a total of 50 participants for the following
research.
3.8 Data Analysis Technique
Data collected from the respondents or any other source must be analysed in either a
qualitative or quantitative manner in order to prove the hypothesis or to deduce the answers
to the different questions formulated to achieve the aims of the research. The qualitative data
analysis uses the interview method, case study method or the thematic method to analyse the
data (Taylor Bogdan and DeVault 2015). The thematic method is dependent on the analysis
of the data depending on the themes of the research whereas the interview method involves
the section and participation of live participants directly involved with the subject of the
research and then asking them questions based on the said subject. Lastly the case study
method involves the use of the analysis of a case study that is related to the subject or topic of
the research (Taylor Bogdan and DeVault 2015). The quantitative analysis involves the use of
the SPSS analysis or statistical analysis of the data through the use of the graphs, charts and
tables.
3.8.1 Justification for selecting statistical method
In the case of the following research, the use of the statistical research method based
on the quantitative data analysis to ensure the success of the research. The use of the

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DISSERTATION
statistical analysis has been used mainly because of the presence of a small number of
respondents. The consideration of just 50 respondents for the research has been the major
reason for the selection of the statistical analysis method. The data collected from the
respondents of the research has been presented by means of different kinds of pie charts, bar
graphs and tables. The information has been represented through the tables and charts and
have then been analysed in a systematic manner to ensure success.
3.9 Ethical Considerations
Ethics is considered to be the most important element in the research. Ethics runs
parallel to the conduction of the research. The research has to follow the ethical guidelines in
order to ensure a systematic and scientific success of the research. Each and every research
has to follow the ethical guidelines properly (Creswell and Creswell 2017). The non-
following of the ethical guidelines can put question on the acceptability of the research. At
the very beginning the research has to ensure the safety and privacy of the information that
has been collected. The Data Protection Act, 1998 must be selected and implemented to
secure and safeguard the data collected during the research (Flick 2015). The act once
implemented restricts the research to not collect and disclose the contents or information of
the responses without the prior consent and a written permission of the responder. There must
not be any forced collection of data as because the data collection process must be kept
highly confidential. The respondents of the statistical survey must not be selected through
force and must be selected after getting the consent from them. Lastly it is one of the most
important ethical considerations for the research to not use the contents of the research in any
kind of practical and commercial purpose.
3.10 Conclusion
The methodology chapter provides a clear insight about the use of the methods and
the selection of the tools that support the different methods used in the said research. The

35
DISSERTATION
methodological tools are also provided with the justification for the selection which adds
more importance to the research. The justification strengthens the research and makes it more
acceptable as an academic content. The methodological tools have been strategically selected
and used in order to ensure the achievement of the aims of the following research. The
special mention of the ethical considerations further makes the research more compact.
Chapter 4
4.0 Data Analysis
4.1 Analysis
The following chapter is based on the analysis of the data points that are received
from the participants in the form of responses. The analysis of the data is carried out by
means of the statistical analysis. The statistical analysis has been completed by means of the
providence of the responses which has been analyzed by the use of the statistical calculations
that includes tables, pie charts and graphs.
27
23
GENDER
MALE FEMALE
Figure No 1: Pie chart showing Gender
Source: (As created by the Author)

36
DISSERTATION
The above shown chart has provided the gender of the participants. Among the 50
participants considered for this particular research 23 of them are female participants while
the rest 27 are male participants. The presence of almost an equal number of male and female
participants enhances the quality of the research as any form of selected biasedness can be
avoided with the presence of almost an equal number of research participants. The presence
of gender equality thus supports the research as responses from both the gender are equally
important.
7
2013
10
AGE GROUP
20-30 YEARS 30-40 YEARS
40-50 YEARS ABOVE 50 YEARS
Figure No 2: Pie chart showing Age Group
Source: (As created by the Author)
The above shown pie chart has provided the results of the age group to which the
participants belong. The age groups have been decided in four groups which starts from 20 to
30 years and continues with 30 to 40 years, 40 to 50 years and lastly has considered the age
group of above 50 years. The respondents mainly belong to the age group of 30 to 40 years as
40% of the participants belong to the following category. Around 13 people belong to the age
group of 40 to 50 years. Whereas the age group of 20 to 30 years has just 7 people. The age
group distribution shows that most of the respondents belong to the age group of 30 to 50
years.

37
DISSERTATION
14
107
19
MONTHLY INCOME
$15000-$20000 $21000-$26000
$27000-$31000 $31000 and ABOVE
Figure No 3: Pie chart showing Monthly Income
Source: (As created by the Author)
The above shown diagram has highlighted the income of the participants. All the
participants being from the hotel industry in Cyprus have a respectable income. Among the
50 participants almost 19 of the participants participated in the research earns above $31000.
The presence of a income equality can thus be clearly seen from the research. 14 of the
participants of the research belong to the category of people whose income revolves in
between $15000 to $20000. The survey included the income question in order to study the
demographic pattern of the chosen group of individuals.
7
8
15
20
EXTENT OF PROMOTION
DO NOT CONSIDER NEVER A PRIORITY
SECONDARY PRIORITY HIGH PRIORITY

38
DISSERTATION
Figure No 4: Pie chart showing Extent of promotion
Source: (As created by the Author)
The above provided pie chart is based on the study of the extent of promotion of
diverse workplace culture in the luxury hotels of Cyprus. The report has been based on four
different parameters which starts from, do not consider and never a priority while ends with
secondary priority and a High Priority. Around 40% of the participants responded that diverse
workforce culture is a high priority for the management of the hotels. On the other hand
around 15 participants that accounted to about close to 30% of the participants responded that
the hotels put diverse workforce management as the second priority.
Strongly Agree Agree Neutral Disagree Strongly Disagree
0
5
10
15
20
25 23
13
3
7
4
POSITIVE VALUES IMPACT ON CULTURAL DIVERSITY
Figure No 5: Positive Values that have an impact on the cultural diversity
Source: (As created by the author)
The above provided graph provides the results of the first question of the survey
questionnaire. The question that was asked was whether positive values in the workplace
have an impact on cultural diversity or not? All the 50 different participants of the research

39
DISSERTATION
responded to the question and most of the participants which accounted for almost 72% either
strongly agreed or agreed to the question. A small portion of persons accounting to just 11
persons did not agreed to the question and responded negatively. On the other hand 3 of the
total 50 persons completely remained neutral. Thus it can be easily said that the presence of
positive values can easily have an impact on the cultural diversity of the organization.
Strongly Agree Agree Neutral Disagree Strongly Disagree
0
5
10
15
20
25
21
19
1
4 5
PRODUCTIVE ATMOSPHERE INFLUENCE CULTURAL DIVERSITY
Figure No 6: Productive Atmosphere influence cultural diversity
Source: (As created by the author)
The above shown table graph has shown the responses of the 50 participants on the
question to whether productive atmosphere has an influence on the cultural diversity of the
organization? Most of the participants either strongly agreed or agreed to the question. 80%
of the participants accounting to 40 people amongst the chosen 50 positively responded to the
question. 1 person was neutral in his approach while the rest of the 9 persons completely
disagreed to the fact. However, the support of the majority of the population surely proved
that the presence of a productive atmosphere can help to influence the cultural diversity in the
workplaces.

40
DISSERTATION
STRONGLY
AGREE
AGREE NEUTRAL DISAGREE STRONGLY
DISAGREE
0
5
10
15
20
25
13
23
7
5
2
Figure No 6: Performance of Employee has an influence cultural diversity
Source: (As created by the author)
The presented table in the above chart shows the different responses to whether
performance of the employees has an influence on the cultural diversity of the
organization. All the 50 participants responded to the question and the responses were all
positive as 23 persons agreed to the fact and 13 of the 50 persons strongly agreed to the fact
that performance of the employees can have a strong influence on the cultural diversity of the
organization. 7 persons were neutral while the other 7 persons negatively answered to the
question. This it can be said that the employee performance can have a strong influence on
the cultural diversity of the people.

41
DISSERTATION
STRONGLY
AGREE
AGREE NEUTRAL DISAGREE STRONGLY
DISAGREE
0
5
10
15
20
25
30
35
29
11
3 2
5
PROMOTION OF DIVERSITY ADDS TO THE SUCCESS OF HOSPITALITY INDUSTRY
Figure No 7: Promotion of diversity adds to business success
Source: (As created by the author)
The above presented diagram is the statistical graph showing the results of the
question as whether promotion of cultural diversity helps in the success of the business. Most
of the participants have responded positively to the question. 29 of the people strongly greed
while 11 people agreed to the fact that promotion of diversity is an essential tool for the
success of the business. There are only a few people who have negatively responded to the
question. The majority of the positive response has been helpful for the success of the
business. The promotional diversity is helpful for the success of the business.

42
DISSERTATION
STRONGLY
AGREE
AGREE NEUTRAL DISAGREE STRONGLY
DISAGREE
0
2
4
6
8
10
12
14
16
18
20
17 18
2
7 6
LUXURY HOSPITALITY SECTOR IN CYPRUS PROMOTES BETTER CULTURAL
DIVERSITY
Figure No 8: Luxury hospitality Sector in Cyprus promotes better cultural diversity
Source: (As created by the author)
The above shown diagram is based on the assessment of whether the luxury
hospitality sector of Cyprus promotes better cultural diversity. 35 persons from the group of
50 participants responded positively to the question while among the rest 2 of the people
stayed neutral while the other 13 responded negatively. The high rate of positive reply clearly
indicates the success of the luxury hotel chains in the promotion of cultural diversity. The
luxury hotel chain industry thus can be said to maintain a great cultural diversity.

43
DISSERTATION
Strongly Agree Agree Neutral Disagree Strongly Disagree
0
5
10
15
20
25
30 27
8
4 4
7
Treatment of cultural diversity in a proper manner
Figure No 9: Treatment of multicultural workforce in Cyprus
Source: (As created by the author)
The above shown figure has provided the responses to the fact on the treatment of the
multicultural workforce in Cyprus. Most of the people have responded positively to the fact.
35 people have responded by strongly agreeing or by agreeing to the fact while 11 people
have responded negatively. This proves that multicultural workforce of Cyprus are treated in
a better manner.

44
DISSERTATION
Strongly Agree Agree Neutral Disagree Strongly
Disagree
0
5
10
15
20
25
20
8
6
13
3
MANAGEMENT OF MULTICULTURAL WORKFORCE IN LUXURY HOTELS OF
CYPRUS
Figure No 10: Management of multicultural workforce in Cyprus
Source: (As created by the author)
The above provided chart has provided the response to the question on whether the
management of multicultural workforce in luxury hotels of Cyprus is well maintained. All
the 50 participants responded to the question. 28 persons positively replied to the question as
20 of them strongly agreed to the question while 8 of them clearly agreed to the question.
There were 6 persons who provided a neutral response. On the other hand, there were 16
people who responded negatively to the question. Though the negative responses accounted
for just 32%, the number suggests that there are some issues that must be addressed by the
management to provide a better HRM policy.

45
DISSERTATION
STRONGLY
AGREE
AGREE NEUTRAL DISAGREE STRONGLY
DISAGREE
0
5
10
15
20
25
30
10
25
2 3
7
MULTICULTURAL WORKFORCE IS NECCESARY FOR THE SUCCESS OF THE LUXURY HOSPITALITY
INDUSTRY
Figure No 11: Multicultural Workforce is necessary for success of hotels in Cyprus
Source: (As created by the author)
The above shown diagram is based on the statistical results of the responses based on
whether multicultural workforce is necessary for the success of the workforce. The majority
of the people who were the participants provided a positive reply by either strongly agreeing
to the fact or agreeing to the fact. In total 35 people responded positively and among the rest
12, 10 of them reacted negatively while the other 5 were neutral in their approach. This
proves that the presence of multicultural workforce is highly necessary for the success of the
hospitality industry in Cyprus.

46
DISSERTATION
Strongly Agree Agree Neutral Disagree Strongly
Disagree
0
2
4
6
8
10
12
14
16
18 17
13
7
6
7
IS TRAINING SESSION IMPORTANT FOR THE MULTICULTURAL WORKFORCE
Figure No 12: Training session important for the multicultural workforce in Cyprus
Source: (As created by the author)
The chart given above is the statistical presentation of the response to the question on
whether any training session is needed for the management of the multicultural workforce in
the luxury hospitality industry of Cyprus. 30 of the participants responded positively while
the rest of them either reacted neutrally or totally disagreed to the fact about the need for the
training. The need for the training can be said to be a necessity for the organizations in the
luxury hospitality sector of Cyprus.

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Strongly Agree Agree Neutral Disagree Strongly
Disagree
0
5
10
15
20
25
30
14
27
3 4 2
CULTURAL DIVERSITY POLICY IS IMPORTANT FOR MULTICULTURAL
WORKFORCE
Figure No 13: Cultural Diversity policy is important for the multicultural workforce in
Cyprus
Source: (As created by the author)
The research questionnaire has included the question based on the identification on
whether cultural diversity of the workforce is necessary for the multicultural workforce of
Cyprus. The responses were provided by all the 50 persons who participated in the research.
The statistical chart clearly shows that the cultural diversity policy needs to be present to
maintain a proper diversity management. As many as 41 of the participants reacted positively
to the response which proves its importance. Only 6 persons responded negatively to the
response.

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STRONGLY
AGREE
AGREE NEUTRAL DISAGREE STRONGLY
DISAGREE
0
5
10
15
20
25 22 21
3
1
3
PROPER HRM IS IMPORTANT FOR THE PRESENCE OF A MULTICULTURAL
WORKFORCE
Figure No 14: Proper HRM is required for the cultural diversity
Source: (As created by the author)
The provided diagram (Figure No 13) is based on the statistical response provider of
the question on whether Proper HRM is needed for the presence of the multicultural
workforce. 42 participants responded positively to the question which clearly proves a
responsible HRM is needed for the presence of a multicultural workforce.
The analysis of the data has provided a clear insight into the research which will help
to determine the results of the research and justify them accordingly. The results and
discussion part of the research comes in the next chapter.
Chapter 5
Results and Discussion
The results and discussion clearly points out towards the importance of a proper HRM
in order to ensure success of the cultural diversity in the luxury hospitality sector of Cyprus.
Different kinds of results have proved the importance of cultural diversity and its proper
maintenance in the organization that will be the only possible manner to ensure success in
attracting a large number of foreign individuals. The responses of the individuals in the

49
DISSERTATION
research has paved the way for the importance of the operations of the HRM that tends to be
the only possible way towards the changes in global hospitality industry. The following
research has been done by selecting the work on the cultural hotel management of the diverse
population who work as employees in the luxury hotels of Cyprus. The research has selected
50 participants or employees from the luxury hotel chains of the country that has helped them
to ensure collect the most genuine responses related to the chosen subject. The presence of
almost a balancing number of males and females has made the results more varied and
genuine in nature. The presence of both the genders has ensured the absence of any form of
biasness within the research. The research was completed with the use of statistical
calculation and including graphs, pie charts as well as tables.
The research has used both kind of questions to verify the results. The demographic
part of the questions was close ended while the other questions were totally open ended. The
50 participants were more or less in between the age of 30- 50 years and were mostly positive
to different responses that were asked to them based on the questions of the questionnaire.
The research involved the study of the different perspectives of the Human Resource
management in the luxury sector of Cyprus. Apart from the HRM perspectives, the
respondents also believed that the presence of an effective employee performance and the
proper management of the workforce can help support the cultural diversity of the
organization. Another important aspect of the cultural diversity research has been the
responses to the need for training. It has been observed that the participants have responded
positively to the needs for training in order to gain a better understanding of the cultural
aspects. The presence of a training regime can help the employees as well as the management
of the organizations to deal in a much more positive manner towards cultural diversity in the
workplace. The presence of a proper and effective Human Resource Management in the

50
DISSERTATION
organization can ensure the better performance of the organization and help to attract more
and more foreign nationals in the hotels.
Chapter 6
6.0 Conclusions and Recommendations
6.1 Conclusions
The following research has been one of the great examples that has properly discussed
about the Human resource management expertise of the hotels in Cyprus. The management of
the Human Resource of the diverse workforce of the business has been the main focus of the
following study. The research has started off with a clear purpose by the discussion of the
overview of the research. The cultural influences on the luxury hotel industry of Cyprus are
based on the premise that the proper and efficient harnessing of the cultural diversity of
Cyprus will lead to a huge competitive advantage in the business market. The organizational
practices and the hierarchy of the cultures in the luxury hotel industry is key for the
management of the hotels to employ the diverse cultural background of the hotel. The
research has provided an empirical study related to the subject in order to ensure the success
of the business in the most appropriate manner. The presentation of a proper diversity based
on religion, culture, region, language has provided the management of the business with a
new and better scope to enhance the success of the diverse workforce management.
The following research has dealt with the different kinds of the perspectives and
elements of luxury hospitality chain keeping the example of Cyprus. The HRM practices of
the country and the implementation of the cultural diversity policies have been provided in an
organized manner. The most important aspect of the research is the collection of the
responses from 50 employees related to the luxury hospitality sector of Cyprus. The different
questions asked to the participants based on the HRM of the luxury hospitality sector of

51
DISSERTATION
Cyprus have all been answered in the most appropriate and efficient manner. The questions
were all positively answered. The questions related to performance of the employees,
workplace environment and presence of a culturally diversified workforce and the impact of
the cultural diversity over the organization has been highly supported by the participants of
the research.
6.2 Linking with the objectives
Objective No 1
To find out the Perspectives of the hospitality sector
The research has discussed the perspectives of the different kinds of the hospitality
sector of the hotels in the industry. The literary review has in all discussed about the different
perspectives of the hospitality sector. The hospitality industry and its trends along with the
different kinds of the ways it operates in the market in the modern days has been provided
here. The first objective forms an important part of the research as it provides a base for the
research to start the study. The discussion of all the elements related to the hospitality sector
has thus helped the research to have a link with the objective.
Objective No 2
To find out the perspectives of the luxury hospitality sector of Cyprus
The hospitality industry of Cyprus has been discussed in the research and the
perspectives of the hospitality industry of the country have all been discussed accordingly.
The hospitality sector of Cyprus and the management of the diversity of the cultural
workforce have been provided here. The perspectives of the luxury hospitality sector has
been determined in the proper and efficient manner and has thus helped in the success of the
industry.

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Objective No 3
To find out and study the diverse cultural workforce management in the luxury
hospitality sector of Cyprus
The research has discussed the study related to the diverse workforce and the different
kinds of the managerial practices to control the workforce in the hospitality sector of the
country. The study of the diverse cultural perspectives has been efficient in the success of the
proper management of the luxury sector. The research has evaluated that the presence of a
culturally diverse population in the hotels can help in the success of the hospital and also help
in the attainment of a proper success of the organization.
Objective No 4
To determine the ways the human resource department of the luxury hotels in Cyprus
manage the diverse workforce of the organizations
The ways and processes to determine the variety of different ways to manage the
diverse cultural background has been provided in the review and has also been asked in the
questionnaire part of the assignment. The research has determined the different kinds of the
organizational elements and has determined the different kinds of the processes by which the
management of the hotels manages the human resources. The statistical analysis of the
research has also proved that HRM functioning plays an important role in the success of the
organization. Thus it can be easily said the research is able to determine the perspectives of
cultural diversity and the process and methods by which the HRM of the hotels maintain the
cultural diversity in the enterprises.

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Objective No 5
To determine the harmonious functioning of the culturally diverse people in the luxury
hospitality sector
The determination of the culturally diverse harmonious people has also helped the
research to determine the proper manner by which the harmony is maintained in the hotels.
The research has presented the review of the ways by which the HRM of the organization
maintains the organization. The determination of the culturally diverse people and the ways
the organization is maintained paves the way for the success of the business organization in
the most efficient manner. The objective of the research has been met in the perfect manner
that exemplifies the success of the culturally diverse population strategies by the HRM of the
luxury hotels. Therefore it can be said that the objective of providing evidences on the
cultural harmony in the workplace have been met efficiently.
Objective No 6
To determine the challenges of the multicultural workforce
The literature review that has been provided has included the different kinds of the
discussion based on the challenges of the multicultural workforce. The challenges of the
multicultural workforce and the imperatives based on the solutions to fight the challenges has
helped the research to be more compact and informative in nature. The successful
implementation of the challenges have been achieved in the most appropriate manner. The
challenges have been discussed separately and the ways and means to address the different
challenges have also been addressed accordingly.

54
DISSERTATION
6.3 Gaps in Research
The research has been able to address all the different kinds of the objectives of the
research and has been able to achieve its aim. However, a number of gaps in the research
have limited its ability and scope. The first gap in the research is the time constraint. The
absence of an ample time has led to the limitation of the research. Secondly the absence of
the proper funding is another major problem for the research. The absence of the proper
funding and time limits the scope and ability of the research.
6.4 Recommendations
The following research has provided the detailed elements of the diversity existing in
the luxury hospitality industry of Cyprus. The increase in globalization and the innovation of
new and advanced technologies has helped the hotels especially the luxury hotels to improve
their approach in order to attract a large number of people. The cultural liberal policies are
one of such elements that has helped the management of the hotels to change. The study that
has discussed the HRM of the diverse workforce in luxury hotel industry has focused on
Cyprus and its hospitality industry. The study has revealed a number of barriers that tends to
stop the path of the organization in order to maintain a good HRM. This includes
communication barriers, discrimination issues and challenges to train the diverse workforce
of the hotels (Selvaraj 2015). The analysis of the research and the gaps in the research
provides a number of recommendations that can be easily used by the management of the
hotel industry in the Mediterranean country to improve the current challenges. The mitigation
and reduction of the challenges will pave the way for the companies to act more
professionally and maintain a diverse workforce. Some of the major recommendations to
address the issues of cultural diversity include the likes of the interpersonal skills, expansion
of innovative ideas; train the people or the employees with a large range of language and

55
DISSERTATION
cultures, grow the credibility of the company and increase the productivity of the business in
the most proper and efficient manner.
According to, Ashikali and Groeneveld (2015) the successful management of cultural
diversity will rest upon the capability of the company to present a workable culture that
supports both the minority as well as the majority community or cultures present within the
company. The management must be efficient enough to ensure that the cultural barriers are
maintained on a strict line. The management of the luxury hotels can use some strategies in
order to present themselves as the companies supporting cultural diversity (Jyoti and Kour
2015). The establishment of the cultural diversity can be ensured by means of the creation of
different kind of programs that promotes cultural awareness and improves the positive
attitudes towards the differences in the culture. Apart from this, the realization of some of the
viewpoints and the presentation of relations amongst minority groups can be said to be an
important strategy in the success of the business. On the other hand, the management must
take care of considering the presence of a better and efficient communication which can help
ensure success. Apart from this showing personal concerns and the establishment of
committees to look after the different kinds of the cultural groups can help ensure the
management and safety of the ethnic people working in the hotels of Cyprus. The research
has stressed on the importance of the presence of different values, policies and cultural
approaches that will be necessary for the proper management of the diverse workforce. It
must be noted that the satisfaction of the diverse range of employees can help the
organization to maintain a stable business and attract large number of different kinds of
foreign nationals.
According to, Ashikali and Groeneveld (2015) the presence of the organizational
values and approaches, adoption of the employee relationship management system,
development of a training program and optimization of the cultural training is largely

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DISSERTATION
important for the success of the company. The research has stressed on the importance of the
formulation of a new diverse workplace culture policy to address the issues related to HRM
(Kundu and Mor 2017). The different kinds of the diverse workplace culture will need a
strong and compact policy in order to properly manage the same. Apart from this it is
important for the management of the luxury hotel industry to conduct training program for
the cultural workforce of the company in order to make the employees friendly towards each
other and to also stop any forms of discriminations against the fellow workers. The large
scale investment of the luxury hospitality sector of Cyprus thus must be utilized in a wise and
smart manner to gain the maximum results in the era of globalization and innovation (Jyoti
and Kour 2015). Naturally cultural diversity and its proper management cannot come on its
own and the benefits cannot be achieved without a strong effort. The action plan for the
luxury hospitality sector of Cyprus must address the different challenges in such a manner
that it can encourage the diversity which can help promote a better Human Resource
Management (Selvaraj 2015). The research that has included the different perspectives of the
industry as well as the different types of the importance for the needs of the cultural diversity
is surely one of the great scopes for any kind of future study on the same subject.

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DISSERTATION
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Appendices
Appendix 1
Questionnaire
Open questions
What is your gender specification?
 Male
 Female
Which age group do you belong to?
 20-30 years
 30-40 years
 40-50 years
 50 years and above
What is your monthly income?
 $15,000-$20,000
 $21,000-$26,000
 $27,000-$31,000
 $31,000 and above
To what extent does your organization promote the inclusion of a cultural diversity in
the workplace?
 Do not consider
 Never a priority
 Secondary priority

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 High priority
Closed Questions
Questions SA A N D SD
1. Do the positive values of the working
environment have an impact on the
cultural diversity?
2. Do the productive atmosphere of the
working environment influence cultural
diversity?
3. Does the performance of the employees
have impact on the cultural environment
of the luxury hotels in Cyprus?
4. Do you think the promotion of cultural
diversity in hotels of Cyprus adds up to
the success of the hospitality industry of
the country?
5. Do you think the luxury hospitality sector
of Cyprus promotes diversity in a much
better manner?
6. Do you think the luxury hospitality
industry treats the diverse cultural
workforce in the same manner?
7. Do you think the luxury hospitality

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DISSERTATION
industry in Cyprus is able to properly
manage the multicultural workforce in a
proper manner?
8. Do you think a multicultural workforce is
necessary for the success of the luxury
hospitality industry?
9. Do you think that it is important for the
Human Resource Management to conduct
a training session for the proper
understanding of the diverse workforce?
10. Do you think that it is important to
develop a cultural diversity policy to
manage the diverse workforce in luxury
hotels of Cyprus?
11. Do you think a proper HRM can be the
answer to a successful multicultural team
in luxury hospitality industry of Cyprus?