Future of Work in Luxury Hospitality
Authors: Nguyen, Q., Giousmpasoglou, C.
Conference: CHME 2026
Dates: 09/06/2026
Publication Date: 09/06/2026
Abstract:This paper is based on an empirical study on the transformation of Human Resource Management (HRM) of luxury hotels in the UK. Data was collected from 17 interviews with UK luxury-hotel managers and a focus group with five Gen Z employees, it integrates employer branding, generational theory, and psychological contract perspectives into a signal – sensemaking –exchange framework. Findings show mobile-first recruitment, AI-enabled screening moderated by human judgement, humanised selection, inclusive pipelines, hybrid-like flexibility in scheduling and learning, and retention anchored in wellbeing and development. The discussion reframes employer branding as a bidirectional psychological-contract mechanism and offers a transformation playbook to balance technological speed with human connection while advancing diversity, resilience, productivity, and employee wellbeing.
Source: Manual