Generation Z and Managing Multiple Generational Cohorts Simultaneously in Tourism and Hospitality

Due to improved longevity and the unintended consequences of the global economic downturn in 2009, older employees are choosing to remain in the workforce longer, delaying retirement plans. This trend has resulted in a five-generational cohort present in the global workforce comprised of Traditionalists, Baby Boomers, Generation X, Generation Y (Millennials), and more recently, Generation Z. While the diversity of the multi-generational workforce offers robust perspectives and strengths to a tourism or hospitality organization, there are also unique challenges present among and between the cohorts, particularly in managing expectations and outcomes in the services industries from a multi-cultural perspective. This chapter first identifies each cohort’s strengths and perspectives from a historical context, lending best practices for optimizing managerial relationships. Next, the generational cohorts will be contrasted in order to identify sources of potential challenges and conflict, followed by practical strategies to bring resolution for a productive work environment. The goal of this chapter is to gain a broad view of complex intergenerational communications from a managerial standpoint, while gleaning new insights as to the current and future roles of Generation Z within tourism and hospitality organizations.