Multigenerational workforce in hospitality: HR's role in managing generational gaps

The hospitality industry is characterized by a diverse and multigenerational workforce, including Baby Boomers, Generation X, Millennials, and Generation
Z. While this diversity enriches hotels with varied skills, values, and perspectives, it also poses challenges in communication, collaboration, and employee
motivation. Human Resource (HR) management plays a crucial role in managing generational gaps by introducing specific strategies such as mentoring,
flexible work arrangements, career development initiatives, and inclusive organizational cultures. This study employs a qualitative research approach,
combining a systematic literature review with case study analysis of global hotel chains, with special focus on Hilton Worldwide and Marriott International. The findings highlight that generational diversity, if not effectively managed, can lead to misunderstandings and decreased productivity. However, well-designed HR strategies, particularly mentorship programs, flexible scheduling, reverse mentoring, and well-being initiatives, can transform diversity into a source of innovation and organizational learning. The research highlights the significance of leadership flexibility and cultural factors, indicating that strategies effective in Western hotels might need to be adapted for a different environment. Practical implications indicate that HR managers ought to implement proactive strategies that not only address intergenerational conflicts but also utilize differences as valuable resources. By promoting inclusion, teamwork, and ongoing professional growth among different age groups, hotels can boost employee satisfaction, increase retention, and ultimately improve guest experiences and service quality.