Luxury tourism sector and the human resource management in the luxury hospitality industry

Abstract

This thesis provides a comprehensive analysis of the luxury sector, focusing on its unique characteristics. The first chapter traces the history and evolution of the luxury market, including the analysis of the customers and their purchasing behavior. The second chapter focuses on the history and peculiarities of the luxury tourism. It also examines the different types of luxury customers, particularly the ultra-rich segment, and discusses segmentation techniques in the tourism sector. The supply side of the luxury tourism sector is explored, highlighting the importance of the luxury experience for customers. The third chapter delves into human resources within the luxury tourism industry, emphasizing their role as a crucial asset in tourism and hospitality organizations. It underscores the importance of the customer’s experience, which is largely shaped by the accommodation staff, distinguishing a basic accommodation from a luxury one. The thesis dedicates an entire chapter to defining human resource management in the hospitality industry, with a particular focus on the luxury hospitality industry. The thesis ends with a case study of the Rodi Resort, in order to better understand the role of the human resource management in the luxury hospitality industry.