Generational Diversity as a Powerful Workplace Tool in the South African Hospitality Industry

Abstract

Globalization, advances in technology, climate change, and population growth are influencing the transformation agenda of the workplace. As with any industry, tourism and hospitality have a diverse blend of older generation workers with institutional memory and a younger, more technology-oriented generation. This research aimed to understand the effect of generational differences on employee relationships, performance, and engagement, with a specific focus on the challenges experienced and coping strategies employed by various generational groups. A qualitative approach was applied and entailed semi-structured interviews with 16 participants employed within the hospitality sector. The findings revealed that, while notable differences exist between generational groups in the workplace, they experience difficulties in the same way, and that some common ground could be found with respect to their demands and expectations. The research proposes that employers invest more in programs that seek to improve the performance and engagement of different generations while developing strategies and policies that seek to address employees’ concerns while augmenting their developmental and coping skills.