Human Capital in Hotel Industry / Ewa Wszendybył-Skulska

„(...) The issue of the work is embedded in the mainstream of modern capital practice management in the hospitality industry. The author of the work, in a consequent managerial approach, focused her attention on the importance of employee innovation, human capital profitability and estimation of its ad­ded value in hotel strategic development. The work provides answers to the fundamental questions asked by the managers and hotel-keepers under the present very difficult conditions of competitiveness:

1. Why does personnel management in the hospitality industry mean human capital management and why is it far different than in other industries?

2. How to measure investments in human capital in the hospitality industry?

3. What is the level of human capital in hotels in Poland?

4. What can be changed in order to improve efficiency of investment in human capital in the hospitality industry in Poland? (...)"

(from the review by Prof. M. Bednarczyk)




„One of the phenomena characteristic of the present times is professionalization and related requiring of a high level of competence. It is particularly seen in tourism service sector where employees? unique competencies are a scarce resource that is difficult to be copied. Therefore, in order to make a com­pany carry out their tasks, it is necessary to have both appropriate resources in terms of quantity and most importantly competent staff that demonstrate a unique approach in the field of customer service that enables to „create guests? memories" and „keep the brand promises".

The work undertaking the issue of human capital in hospitality industry helps tackle the challenge. (...)"

(from the review by PhD. D. Lewicka, Prof. AGH)

Introduction 5


Chapter 1

Specificity of Human Resource Management in Hotel Industry 9

1.1. Specificity of the Hotel Sector 9

1.2. Hotels as Employers in the Global Labour Market 17

1.3. Models of Human Resource Management 23

1.4. Transformation of Human Resources into Human Capital 33


Chapter 2

Problematics Aspects of Human Capital Measurement 41

2.1. The Essence of Human Capital Measurement 41

2.2. Metods of Human Capital Measurement 42

2.3. Criteria for the Selection of Human Capital Measurement Methods 50

2.4. Meters used in Human Capital Measurement 51


Chapter 3

Diagnosis Of Human Capital In Hotel Industry 57

3.1. Research Methodology 57

3.2. Characteristics of the Research Sample 59

3.3. Analysis of Human Capital in Polish Hotels 62

3.4. Estimation of Investment in Human Capital in Hotels in Poland 81

3.5. Evaluation of the Effects of Investment in Human Capital in Hotels in Poland 95

3.6. Diagnostic Conclusions: Directions of Strategic Changes 109


Summary 113

References 119

List of Figures 123

List of Tables 125