The Implications of Talent Management in the Hospitality Sector - Study Case: DoubleTree Hilton Hotel (Oxford)

This research project explores the implications of talent management in the hospitality sector, with a focus on DoubleTree Hilton Hotel in Oxford. It examines the acquisition of the best employees, the relationship between talent management and customer retention, the retention of talent management, and the problems associated with talent management. The study aims to provide recommendations for improving talent management practices in the hotel.

Research Project
1

CONTENTS
Contents...........................................................................................................................................2
ACKNOWLEDGEMENT...............................................................................................................3
TITLE: THE IMPLICATIONS OF TALENT MANAGEMENT IN THE HOSPITALITY
SECTOR -STUDY CASE: DOUBLETREE HILTON HOTEL (OXFORD).................................4
INTRODUCTION...........................................................................................................................4
Research Aim...............................................................................................................................4
Research objectives.....................................................................................................................4
Research questions.......................................................................................................................5
CHAPTER 2: LITERATURE REVIEW.........................................................................................5
DoubleTree Hotel acquires the best employees in the company.................................................5
To understand the relation between successful talent management and customer retention.......5
To examine the retention of talent management in Double Tree Hilton Hotel and the
relationship between staff and superiors......................................................................................6
To determine the problems associated with talent management in Double Tree Hilton Hotel
and make recommendations........................................................................................................6
CHAPTER 3: RESEARCH METHODOLOGY.............................................................................7
RESULT/FINDINGS......................................................................................................................9
CONCLUSION..............................................................................................................................18
RECOMMENDATION.................................................................................................................19
REFLECTION...............................................................................................................................19
REFERENCES..............................................................................................................................21
2

ACKNOWLEDGEMENT
Initially I would like to give huge thanks to Gods who have provided me opportunity to
work on this project and complete it within the available time limit. Moreover, thanks is given to
my superiors, guide and mentor who have directed me about the investigation at each and every
level and also made it possible for me to complete it within the available time frame. Lastly very
special thanks is presented to my family members and friends who stood by me at each stage of
the research and also given me morale support to tackle all things in such a manner that would
lead to accomplishment of the project outcome within the timely deadline.
3

TITLE: THE IMPLICATIONS OF TALENT MANAGEMENT IN THE
HOSPITALITY SECTOR -STUDY CASE: DOUBLETREE HILTON
HOTEL (OXFORD)
INTRODUCTION
Talent management is mainly acknowledged as the ongoing process that clearly helps
businesses in identifying, recruiting and developing their skilled and talented staff which have
positive impact over their business performance. With reference to the hospitality sector, it can
be said that the talent management is highly important for every business entity which ultimately
helps them out in accomplishing business objectives quickly as they are having effective support
of their staff in rightful manner (D’Annunzio-Green, 2018). The present investigation is
conducted on Doubletree Hilton Hotel, an American hotel chain which is the part of the Hilton
Worldwide. Maximum of the Doubletree hotels are operated by the franchisees but still some
among them are handled by the Hilton worldwide only. The respective company was
incorporated in the year 1969 and headquartered in McLean, Virginia, United States. In present
investigation, the core preference is made on DoubleTree Hilton Hotel, Oxford. It has been
analysed that at current stage the services offered by the hotel is highly effective as the staff of
hotel is well organized and handles the client in appreciable manner. In order to maintain the
same, the respective HR department of this company emphasizes on conducting investigation on
the same with the motive developing their understanding on the implications of talent
management within the hotel and how it supports in retaining employees within the premises for
longer period of time. In the regard, the respective investigator have developed research aim,
objectives and questions towards the same that would contribute in completing whole research in
such a manner that would draw valid outcome.
Research Aim
A study of the implications of using and retaining talent management in the hospitality
sector. A case study on DoubleTree Hilton Hotel from Oxford.
Research objectives
 To determine how DoubleTree Hotel acquires the best employees in the company.
 To understand the relation between successful talent management and customer retention.
4

 To examine the retention of talent management in DoubleTree Hilton Hotel and the
relationships between staff and superiors.
 To determine the problems associated with talent management in DoubleTree Hilton Hotel
and make recommendations.
Research questions
 How does DoubleTree Hilton Hotel acquire talent in the company?
 How does DoubleTree Hilton Hotel retain key staff employees?
 What are the techniques that the hotel uses to retain talent in the workplace and promote
good relationships between staff and superiors?
 What problem does the DoubleTree Hilton Hotel manages in regard to talent management?
CHAPTER 2: LITERATURE REVIEW
Literature review is comprehensively said to be as the essential section of every research
which clearly emphasizes on analysing the overall information developed from secondary
sources in order to develop deeper understanding on the core topic. This section is highly
effective as it provides detailed information on the core topic with the inclusion of several views
and perception into that ultimately contributes in drawing valid research outcome.
DoubleTree Hotel acquires the best employees in the company
According to the information presented by Baharin and Hanafi, (2018), it has been
analyzed that there are several ways through which large scale hotels especially Double Tree
Hilton acquires best employees’ within the company. The best way among them are effective
recruitment process. Here, it has been seen that the usage of the good recruitment process simply
ensures that the entity is able to choose the right person for their vacant job positions according
to their core requirements. This simply helps the entity in bringing best employees within the
hotel who would further execute the assigned work for the hotel that would lead to
accomplishment of predetermined goals and objectives of the same hotel in an appropriate
manner.
To understand the relation between successful talent management and customer retention
According to Bratton and Watson, (2018), talent management is a strategy that an entity
used with an aim to retain their skilled and talented employees. In addition to this, adoption of
such strategy ensure attraction of top talent from the whole population. It is determine that talent
management consist of employee recognition & employee involvement that is it allow staff
5

members to give their ideas and opinions at the time decision- making. Along with this,
companies give appreciation to employees in front of all the members of company for their
performance, all such activities help an entity to provide quality and on-time service to customer
that develop positive mind set towards brand and turn to loyal customers. Moreover, it help
company to retain customer for longer-time period that has positive impact on profitability and
revenue of an organisation.
To examine the retention of talent management in Double Tree Hilton Hotel and the relationship
between staff and superiors
As per the viewpoint of Reilly, (2018), the main focus and objective of hospitality industry
is to fulfil requirements of customer. It take place when an organisation has talented and
effective employees who has the ability to perform and implement task in a proper manner.
Talent management aid higher authorities to develop a good working relationship with staff
members that has positive influence on productivity and profitability of organisation. The
managers of Double Tree Hilton hotel allows talented employees to give their ideas and
suggestions that leads to innovation and increase of performance. In addition to this, it make
employees feel valued at workplace and develop an effective relationship between staff members
and managers as well.
To determine the problems associated with talent management in Double Tree Hilton Hotel and
make recommendations
According to Andhre, (2018), it is determine that there are various challenges or problems
related with talent management. One of the issue faced by Double Tree Hilton hotels is offering
impressive salaries to talented and skilled candidates. It is analysed that employees who have the
potential to perform all task and activities in an effective manner has high salary expectations.
Non- fulfilment of such expectations occur issue at hotel as the productivity of employees is
decline that directly has negative influence on customer service. For this, it is recommended to
higher authorities of Double Tree Hilton hotels to make use of performance management tool as
it help in gaining insight about skills and performance of staff members and is easy to analyse
their potential. It will help company to give output to employees as per the inputs they put in
performing activities and attaining objectives as well. Another problems that is faced by
respective organisation is different working style & patterns of employees. It is determine that
most of the young professionals did not believe in hard working as they believe in smart working
6

whereas employee old employees think that putting their head down and doing hard work by
taking time aid in attaining success. Moreover, young professionals make use of technologies,
websites that is not easily understand by old age staff members. All this create issues for
company as opinions of employees is not match and occur conflicts at workplace. It is
recommended to organisation to make use of participative leadership style that help in
understanding thoughts and ideas of all staff members and decline conflict level in an effective
manner.
CHAPTER 3: RESEARCH METHODOLOGY
Research methodology is acknowledged to be the most important part of a research
which is concerned with the approach, method and tool opted by an organisation for the purpose
of collecting, analysing and interpreting information in an effective way. This provides
assistance in deriving favourable outcomes as a result of conducting the investigation. This
section of research also renders due aid in representation of reliability as well as validity of data
to the reader in accordance with the combination of methods and approaches applied by the
investigator for doing the comprehensive study. The methodology opted for doing the current
investigation based on the subject of talent management is discussed as follows:-
Research philosophy: - The philosophy linked to the research is associated with the
nature of the investigation taken into account before the execution of study to ascertain the
pattern which is facilitated by the investigator. The philosophies which are generally put to use
for the purpose of investigation are acknowledged to be positivism, interpretivism, realism etc.
However, this study is conducted by leveraging positivism philosophy that provides due
assistance in evaluation of quantified data in an effectual way through setting its connection with
the set of research questions for improved comprehensibility.
Type of investigation: - For carrying out the study in a comprehensive manner, an
investigator has to select the type of investigation to be conducted by them. The choice available
to the researcher is mainly selecting qualitative or quantitative. In relation to the current study, it
has been acknowledged that quantitative investigation will be taken into use. This renders due
assistance in collecting the numerical details and facts in alignment with gaining outcomes for
the research questions, presenting more of appropriate information related to the present area of
investigation.
7

Research approach: - This is a tool which provides due assistance to the researcher in
analysing the information gathered by the investigator. The selection of approach is done mainly
in accordance with the kind of investigation carried out by the researcher. Mainly there are two
kinds of approaches namely inductive and deductive. Deductive approach is opted to conduct
this investigation as it is most suited to conduct quantitative investigation.
Data collection sources: - There are a number of sources from where an investigator
collects information about the subject matter. There are mainly two sources of data collection
named primary and secondary. While the former is concerned with collection of first hand
information by the researcher, the latter is associated with gathering data via books, journals,
online articles, etc. Both the sources will be used for the current study based on talent
management in hospitality sector. Secondary sources will provide basic comprehensibility of the
notion while the findings of these sources will lay down the foundation to collecting data via
primary sources.
QUESTIONNAIRE
Q 1) Do you have knowledge about the concept of talent management and its importance?
a) Yes
b) No
Q 2) As per your viewpoint, in what manner does implication of talent management influences
business performance of DoubleTree Hotel?
a) Positive
b) Negative
c) Neutral
Q 3) What are the techniques that the hotel uses to retain talent in the workplace and promote
good relationships between staff and superiors?
a) Providing value to the suggestions given by the customers
b) Conducting training programs for employees
c) Rewards and recognition
Q 4) According to you, What problem does the DoubleTree Hilton Hotel manages by
implementing talent management?
a) Developing employees’ skills
8

b) Retaining competent employees
c) Improving performance
Q 5) What are different parts in which talent management can be implemented within the
DoubleTree Hilton Hotel for retaining workforce?
a) Training and development
b) Employee compensation
c) Recruitment and selection
Q 6) What are the main advantages that DoubleTree Hilton Hotel would gain with effective
implementation of talent management within the premises?
a) Enhancing productivity
b) Better employee engagement
c) Keep employees motivated
d) Reduces employee turnover
Q 7) As per your perception, does talent management supports DoubleTree Hilton Hotel in
maximising their profitability?
a) Yes
b) No
Sampling: - This is defined as process whereby a group out of population is selected
such that they provide relevant information on the part of the whole population. Sampling is
mainly performed via methods like probabilistic and non-probabilistic. The present study will
leverage probabilistic sampling for helping researcher in avoiding bias during the selection of
respondents. In relation to the present study, a sample size of 40 is taken who are the staff
members of DoubleTree Hilton.
RESULT/FINDINGS
Frequency table
Q 1) Do you have knowledge about the concept of talent
management and its importance?
Frequency
a) Yes 38
b) No 2
9

Q 2) As per your viewpoint, in what manner does implication of
talent management influences business performance of DoubleTree
Hotel?
Frequency
a) Positive 25
b) Negative 10
c) Neutral 5
Q 3) What are the techniques that the hotel uses to retain talent in
the workplace and promote good relationships between staff and
superiors?
Frequency
a) Providing value to the suggestions given by the customers 20
b) Conducting training programs for employees 10
c) Rewards and recognition 10
Q 4) According to you, What problem does the DoubleTree Hilton
Hotel manages by implementing talent management?
Frequency
a) Developing employees’ skills 10
b) Retaining competent employees 22
c) Improving performance 8
Q 5) What are different parts in which talent management can be
implemented within the DoubleTree Hilton Hotel for retaining
workforce?
Frequency
a) Training and development 14
b) Employee compensation 16
c) Recruitment and selection 10
Q 6) What are the main advantages that DoubleTree Hilton Hotel
would gain with effective implementation of talent management
within the premises?
Frequency
a) Enhancing productivity 10
b) Better employee engagement 8
c) Keep employees motivated 12
d) Reduces employee turnover 10
Q 7) As per your perception, does talent management supports Frequency
10

DoubleTree Hilton Hotel in maximising their profitability?
a) Yes 35
b) No 5
11

Theme 1: Concept of talent management and its importance
Q 1) Do you have knowledge about the concept of talent
management and its importance?
Frequency
a) Yes 38
b) No 2
Interpretation: The above specified graph clearly depicts that 38 respondents are having
knowledge about the conceot of talent management as well as its importance. This is so because
these people have seen its implication at tehri wokrplace. On the other hand, the leftover 2
respondents have denied to the same as they have never heard about it in their past experiences.
12

Theme 2: Implication of talent management influences business performance of
DoubleTree Hotel
Q 2) As per your viewpoint, in what manner does implication of
talent management influences business performance of DoubleTree
Hotel?
Frequency
a) Positive 25
b) Negative 10
c) Neutral 5
Interpretation: Acording to the above mentioned pie chart, it has been seen taht around
25 people thinks that implication of talent management influences business performance of
DoubleTree Hotel in positive manner, whereas other 10 thinks that it places negative impact.
Apart from this, the leftover 5 people have expressed that the overall impact is neutral on them as
it does not places any role in the performance of the entity.
13

Theme 3: Techniques that the hotel uses to retain talent in the workplace and promote
good relationships between staff and superiors
Q 3) What are the techniques that the hotel uses to retain talent in
the workplace and promote good relationships between staff and
superiors?
Frequency
a) Providing value to the suggestions given by the customers 20
b) Conducting training programs for employees 10
c) Rewards and recognition 10
Interpretation: As per the information stated in the above section, it has been
acknowoledged that 20 respondnets beloeves that the best technique that the hotel uses to retain
talent in the workplace and promote good relationships between staff and superiors is providing
value to the suggestions given by the customers, whereas other 10 thinks that best technique is
conducting training programs for employees. On the other hand, the leftover 10 people think that
reward and recognition is the best way of retaining talent in the workplace and promote good
relationships between staff and superiors
14

Theme 4: Problem does the DoubleTree Hilton Hotel manages by implementing talent
management
Q 4) According to you, What problem does the DoubleTree Hilton
Hotel manages by implementing talent management?
Frequency
a) Developing employees’ skills 10
b) Retaining competent employees 22
c) Improving performance 8
Interpretation: This graph shows that implementaion of the talent management within
DoubleTree Hilton Hotel addresses many problems. According to 10 respondents, it develops
employees skills, other 22 thinks it manages problems of retaining competent employees as well
as the leftover 8 people thinks that contributes in improving performance of the employees.
15

Theme 5: Different parts in which talent management can be implemented within the
DoubleTree Hilton Hotel for retaining workforce
Q 5) What are different parts in which talent management can be
implemented within the DoubleTree Hilton Hotel for retaining
workforce?
Frequency
a) Training and development 14
b) Employee compensation 16
c) Recruitment and selection 10
Interpretation: This graph shows that there are different areas in which talent
management can be implemented within the DoubleTree Hilton Hotel for retaining workforce.
As per 14 respondents, training and development is the best areas, whereas other 16 thinks that
employee compensation is the another influential area. Apart from this, the remaining 10
respondents from the total of 40 think that recruitment and selection is the best area where talent
management can be implemented within the DoubleTree Hilton Hotel for retaining workforce.
16

Theme 6: Main advantages that DoubleTree Hilton Hotel would gain with effective
implementation of talent management within the premises
Q 6) What are the main advantages that DoubleTree Hilton Hotel
would gain with effective implementation of talent management
within the premises?
Frequency
a) Enhancing productivity 10
b) Better employee engagement 8
c) Keep employees motivated 12
d) Reduces employee turnover 10
Interpretation: On the basis of the information stated in the above section, it has been
acwoledged that 10 people thinks main advantage that DoubleTree Hilton Hotel would gain with
effective implementation of talent management within the premises is that it enhances
productivity, whereas 8 believes that it improves employee engagement, on the other hand 12
have expressed that it motivates employees which ultimately boost up their performance.
Whereas, the leftover 10 have said that it reduces employee turnover.
17

Theme 7: Talent management supports DoubleTree Hilton Hotel in maximising their
profitability
Q 7) As per your perception, does talent management supports
DoubleTree Hilton Hotel in maximising their profitability?
Frequency
a) Yes 35
b) No 5
Interpretation: According to the graph specified, it can be said that 35 respodnents shown
positive response towards the statement taht whether talent management supports DoubleTree
Hilton Hotel in maximising their profitability or not. On the contrary, the leftover 5 have denied
to the same in negative manner.
CONCLUSION
From the above-mentioned information, it can be concluded that the talent management
plays crucial role in the growth of the every business entity which helps them in retaining
existing employees and determining best talent that leads to the accomplishment of
organisational goals and objectives in the quicker manner. Along with this, it has been later
analysed that the main advantages of enhancing productivity, better employee engagement, keep
employees motivated and reduces employee turnover. Also, it has been later seen taht
implementation of talent management simply helps the hospitality sector in managing several
18

issues such as developing employees’ skills, retaining competent employees and improving
performance. In addition to this, it has been acknowledged that training and development,
employee compensation and recruitment and selection are the main areas through which talent
management can be implemented within businesses belonging to the hospitality sector as well as
industries.
RECOMMENDATION
On the basis of overall information stated, it has been acknowledged that implication of
talent management within DoubleTree Hilton Hotel contributes in the effective execution of their
work. In order to improvise the same performance level, the respective company is provided
some recommendation with which they can easily implement talent management and retain its
existing staff. Some of the core recommendation provided to the top management team of the
company are specified has below in detailed manner:
 At first, it is advised to the management team of DoubleTree Hilton Hotel to provide
training to the existing staff so that they can easily develop their skill and knowledge and
can also maximise their productivity level. This would also influence the talented
employees to remain loyal with the same entity as they are getting learning and
development opportunities at the same place.
 At next, it is required by HR team of the entity to focus on determining the core
requirement of the hotel in terms of new staff so that they can easily find out best
candidate. This can be effectively done by conducting regular based meeting session with
the team lead of each department in order to determine the core requirement of the
employees in their same department. Thus, the respective HR team can easily bring
required staff by simply including all the essential details provided by the team lead in
their recruitment process.
 The management team of DoubleTree Hilton Hotel must frequently appreciate the hard
work of employees and also provide them with growth opportunity so that employees get
satisfied with their job by getting development opportunity which support in keeping
them retain for longer duration.
REFLECTION
According to my personal experience associated with the research, it can be said that overall
journey related to it was great as I got opportunity to learn lots of things with it. The overall
19

experience of mine have clearly taught me the importance of talent management and how it
being implemented within the hospitality sector. In addition to this, I also got to know about how
implication of talent management contributes in retaining staff within the hotel for longer period
of time. My own journey related to the investigation is consist of both the positive as well as
negative experiences related to it. The positive experience related to the same was my effective
bond with the team members who have supported me each and every time in the execution of the
whole research process. On the other hand, if it is talked about the negative experiences, it can be
said that the respondents chosen for the gathering information through the usage of the
questionnaire method was not providing required support as according to them this investigation
is not worthy for them nor the society. In order to convince these people I have made use of soft
communication skills with the motive of realising them that the research is helpful for all. Apart
from this, it can be said that the overall questionnaire method was good but still the main
limitation of this method was that it only includes close ended that seems to look like
respondents are not getting option to express their viewpoint in their own pattern without any
restriction. In the near future whenever I will get opportunity to conduct research again then I
will surely move to the interview method that will consist of open ended questions. Here, it can
be further said that the usage of open ended questions will provide complete liberty to
respondents to express their actual viewpoint in determine valuable outcome towards the
investigation in rightful manner.
20

REFERENCES
Books & Journals
Reilly, P., 2018, Building customer centricity in the hospitality sector: the role of talent
management., Worldwide Hospitality and Tourism Themes, Vol. 10, No. 1, pp. 42-56
D’Annunzio-Green, N., 2018. Cornerstones of talent management as a strategic priority in the
hospitality. Worldwide Hospitality and Tourism Themes.
Baharin, N.L. and Hanafi, W.N.W., 2018. Effects of talent management on employee retention:
A case study of hospitality industry. Global Business and Management Research, 10(3),
p.697.
Bratton, J. and Watson, S., 2018. Talent management, emotional labour and the role of line
managers in the Scottish hospitality industry. Worldwide Hospitality and Tourism
Themes.
Golubovskaya, M., Solnet, D. and Robinson, R.N., 2019. Recalibrating talent management for
hospitality: a youth development perspective. International Journal of Contemporary
Hospitality Management.
Ramdhony, A. and D’Annunzio-Green, N., 2018. A dialogic reframing of talent management as
a lever for hospitableness. Worldwide Hospitality and Tourism Themes.
Gupta, V., 2019. Talent management dimensions and their relationship with retention of
Generation-Y employees in the hospitality industry. International Journal of
Contemporary Hospitality Management.
Boella, M.J. and Goss-Turner, S., 2019. Human resource management in the hospitality
industry: A guide to best practice. Routledge.
Maurya, K.K. and Agarwal, M., 2018. Organisational talent management and perceived
employer branding. International Journal of Organizational Analysis.
Sheehan, M., Grant, K. and Garavan, T., 2018. Strategic talent management: a macro and micro
analysis of current issues in hospitality and tourism. Worldwide Hospitality and Tourism
Themes, 10(1), pp.28-41.
Murillo, E. and King, C., 2019. Why do employees respond to hospitality talent
management. International Journal of Contemporary Hospitality Management.
Marinakou, E. and Giousmpasoglou, C., 2019. Talent management and retention strategies in
luxury hotels: evidence from four countries. International Journal of Contemporary
Hospitality Management.
Francis, H. and Baum, T., 2018. HR transformation within the hotel industry: building capacity
for change. Worldwide Hospitality and Tourism Themes.
Shulga, L.V. and Busser, J.A., 2019. Talent management meta review: a validity network
schema approach. International Journal of Contemporary Hospitality Management.
Anlesinya, A., Dartey-Baah, K. and Amponsah-Tawiah, K., 2019. Strategic talent management
scholarship: a review of current foci and future directions. Industrial and Commercial
Training.
Alruwaili, N.F., 2018. Talent Management and Talent Building in Upgrading Employee
Performance. European Journal of Sustainable Development, 7(1), pp.98-98.
Baum, T., 2019. Does the hospitality industry need or deserve talent?. International Journal of
Contemporary Hospitality Management.
Online
21

Challenges of talent management, 2018, [online]<https://babington.co.uk/blog/leadership-
management/6-challenges-of-talent-management/>
22