Identification of Quality-Based HR Development in the Hospitality Industry: A Case Study on the Horison Hotel, Ciledug Management Team, Indonesia

This study investigates Human Resources (HR) development strategies in the hotel industry, focusing on the Horizon Hotel Management Team as a case study. The challenge faced by the hospitality sector lies in effectively meeting the needs of increasingly discerning and knowledgeable guests by providing exceptional service. Using a qualitative approach, this research explores the strategies used to design, implement, and monitor HR development, with efforts concentrated on improving overall service quality. The study's findings underscore that hotels are adopting a series of quality-centric HR development initiatives, including training to meet individual needs, providing guidance to employees to meet higher service standards, and cultivating an organizational culture that encourages service excellence. In addition, this research highlights additional aspects that contribute to the understanding of HR development. The role of leadership within the management team is emphasized as a critical factor in instilling a sense of ownership and commitment among employees. This highlights the importance of emerging trends and preferences in service delivery to ensure continued guest satisfaction. This research emphasizes the importance of collaboration between management teams and staff, demonstrating its vital role in aligning quality aspirations with broader organizational goals.