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A History of Hospitality and an Inventory of Characteristics: The Hospitality Sector's 21st Century Workforce
Abstract
This chapter discovers the historical origins of the hospitality industry and reviews development and progress through modern times, highlighting the key factors that are prioritized for 21st century markets. Crisis management for a hotel resulting from disruptive technology or external factors such as the COVID-19 pandemic are explored from the perspective of impact on an employee's psychological well-being and their job satisfaction. Next the chapter proposes opportunities to reinvent the traditional role of a hotel front-desk employee to better position those employees for success within a modern framework. The chapter concludes by identifying traditional and innovative benefits to offer a hotel workforce that will be effective in increasing satisfaction and reducing turnover.
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