Hotel human capital return on investment: What’s that about? Never heard of it!

Abstract

Hotel managers in New Zealand do not calculate Human Capital Return on Investment (HCROI) and are unaware if they are over or underinvesting in their HC. While literature reports the complexity of such measurement, given the challenges of attracting, retaining and ongoing training of HC, it is surprising little has been done to examine how HCROI can add value to hotels and how it can be calculated. Hotel practitioners and hospitality researchers must collaborate to examine and define better HCROI and measurement tools to enable hotel managers to make more strategic HC decisions.