Employer branding and multiple identities in the hotel industry

Wilson, Alan and Ellison, Richard (2018) Employer branding and multiple identities in the hotel industry. In: 20th ICIG Symposium, 2018-06-06 - 2018-06-07, Gozd Martuljek.

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Service employees have long been seen as the interface between an organisation and its customers. This is particularly the case in the hospitality industry where the actions of the employees are often seen as the manifestation of the brand and the major contributor to the reputation of a hotel. Employees have become the most valuable asset of hotel companies, a company’s success will depend greatly on building a work environment that attracts, meets and exceeds employees’ expectations.