Understanding employment expectations of the tourism and hospitality workforce - engagement and retention of generation Z

Abstract

The diversity of employment in the hospitality industry adds considerable economic value across the globe, indeed, it is considered the most dynamic and prospering industry across the Maltese islands that supports the country’s economy. For Malta, this sector is a significant source of employment, government revenue, and foreign exchange earnings (United Nations Conference on Trade and Development [UNCTAD], 2020), representing one of the highest shares in the Mediterranean. This registered tourism growth rate doubled the volume, making it a year-round economic activity (Organisation for Economic Cooperation and Development [OECD], 2020) whilst pressuring the labour market to supply the demand, leading the sector to seek expatriate employees (Bartolo, 2021). In March 2020, the spread of a pandemic brought travel and tourism to a complete stop resulting in laid-off and unemployed personnel leading talented employees to move on to other sectors, while expatriates moved back to their country of origin. Following the global industry downturn, the industry appears to be facing an employment crisis that cannot be easily solved. The manpower shortage in this sector was always a problem for the industry. Therefore, it is essential that the industry attracts, maintains and engages qualified people due to the intangible nature of hospitality services, attitudes, and behaviours that contribute to the client experience (Bartolo, 2021).