Talent management a critical investigation in the Thai hospitality industry
Talent is considered to be one of the main drivers of business success, and the ability to manage talent effectively has become critical in the current business environment. However, there is lack of clarity about the concept of talent in different industry contexts. Also, the hospitality industry is customer oriented and reliant on low skilled workers, and being able to define and manage talent effectively would help the industry to sustain competitiveness. Therefore, this research investigated the application of the concept of talent and talent management within the Thai hospitality industry, and specifically how talent is defined and managed in this industry. The research was also undertaken within the context of the introduction of the ASEAN Economic Community (AEC) which was anticipated to lead increased competition for talented workers. The research used qualitative research methods to get an in depth understanding of the subject matter. In total 38 semi structured interviews were conducted at the management level. Data from the interviews is supplemented by documentation and observations; and this ensured triangulation of the responses and thus increased validity of the research. This research uncovered that the concept of talent was widely applied amongst the participating hotels. Generally, talent is defined as high potential or high performance; and the qualities of talented workers include capability, competence, loyalty, and contribution. Also, talent referred to key positions that is, 'talent' is a term related to some workers rather than all workers in the organisation. Moreover, talent was more an acquired rather than natural ability; and this depended on the organisation's context and the ability of the individual to transfer previous experiences to 'fit' with the current environment or situation. Regarding the management of talent, this research identified two main challenges that have to be overcome the recruitment and retention of talent. The participants indicated that they mainly use both intrinsic and extrinsic approaches to combat these challenges. Consequently, HR activities (especially recruitment and development) are linked to talent retention; with the ultimate goal being to help retain the best talent in the organisation. The implications of these research findings are that organisations need to pay more attention to the recruitment and retention of talent through 'building good relationships and talent pipelines' among workers and making employees feel at home within organisations. This fits in with the Thai culture which is based on the idea of the 'collective society' This will help organisations understand the art of winning the 'war for talent