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Cultural diversity in hospitality work

Baum, T. and Dutton, E. and Kokkranikal, J.J. (2007) Cultural diversity in hospitality work. Cross Cultural Management: An International Journal, 14 (3). pp. 229-239. ISSN 1352-7606

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The purpose of this paper is to address the growing importance of migrant workers to the hospitality industry of peripheral locations in the UK. The paper draws on data collected through in-depth surveys of and focus group discussions with migrant workers in hotels in three peripheral locations in the UK. Findings point to varied experiences for international workers in terms of recruitment and selection of international workers; their work-related and social integration within the workforce and the wider community; aspirations for training and development among international employees; insights into the futures that migrant workers see for themselves; and their overall experience of living and working in the UK. The study is located in three regions of the UK and each study is of relatively small scale. This is a potential limitation but compensation is afforded by the depth of information collected in each location. The study suggests that employers are unwilling to invest in the development of international staff who have high levels of general education and training that is not sector specific. Promotion opportunities are seen to be limited. The paper points to the need for hospitality management to make more effective use of this source of labour. This paper is the first to undertake a study of the migrant worker experience in peripheral areas of the UK and to focus on a diverse skills sector such as hospitality.