An inquiry into the management challenges of millennial employees within the hotel industry
This study's objectives were to uncover the specific challenges hotel managers experience with Millennial employees, and to assess whether such challenges are based on any generational misunderstanding. An additional objective was to investigate which management processes in hotel industry organisations might change, in order to improve the management of their Millennial employees. The study methodology used in the study consisted of a literature review and an empirical investigation. As there was little literature to review on Millennial employees in the hotel industry, an emphasis was placed on face-to-face interviews of hotel employees using the qualitative research method, coupled with purposive convenience sampling and a purposive sampling technique. Hotel managers' concerns about what Millennials need and how to retain them are well placed as there are increasingly more of the Millennial generation being employed in their hotels. Globally, retaining upskilled employees remains a challenge, and retention of upskilled Millennial employees may be particularly important. This study was undertaken in order to assess whether or not hotel managers have accurate assumptions about their Millennial employees — examples of such assumptions, amongst others, are that Millennials have a sense of entitlement, they are quick to jump jobs, and that they use technology more than other generations do. The above assumptions were tested, and the results reviewed, with the findings set out in this dissertation. This study explored the core values, expectations, drivers, motivations and influencers of change of Millennials working in the hotel industry in order to test the above assumptions. Having better understanding of these factors is important for hotel managers seeking to improve engagement with their Millennial staff, to retain more Millennial employees and to improve their Millennial employees' performance. This study seeks to provide suggestions of how managers can engage with their Millennial employees in affirmative ways so that the workplace is a positive experience for both hotel managers and Millennial employees.