Interviews with HR managers • • •
From the survey alone it was unclear whether this perceived formality in larger hotels was indicative of greater strategic thinking among management and how widespread strategic approaches to HRM were in the sector. Furthermore, it was debatable whether any greater formality was the result of management linking employee satisfaction to improved service quality and the pursuit of the former in order to achieve the latter or whether it was associated with the need for tighter control and supervision of a larger workforce. These questions formed the basis for the qualitative phase of the research. It was expected that the interviews conducted with HR/personnel managers in larger hotels would uncover a relatively consistent level of formality of HR practices. However, even in a small sample of largely “similar” establishments (hotels targeting the higher end of the hospitality market) considerable diversity in HR policy and practice was apparent. Relative diversity in overarching HR strategy was informed by a number of factors including the nature of ownership (whether independent or belonging to a UK or overseas chain), the approach of the wider organization (if part of a chain), the management style of the general manager/ personnel manager at the establishment and the location of the hotel and its associated labour market.