Paper from the IAHMS conference, Gothenburg, November 1995: Computerized yield management systems: A comparative analysis of the human resource management implications

Abstract

Yield management can be defined as: "the practice of maximizing profits from the sale of perishable assets such as hotel rooms by controlling price and inventory and improving service" Source: Lieberman, W. H. (1993) Debunking the myths of yield management. The Cornell H.R.A. Quarterly, Vol. 34, p. 36. In an increasingly competitive environment hotel executives are frequently turning to technology as an aid to rooms revenue maximization. Yield management computers capable of controlling the rates allocated by reservation staff have now been developed, therefore centralising control with line management. This has implications for the management of human resources. This qualitative paper will consider the literature and an assessment will be made of human resource management issues involved in the implementation and continuing development of such technology for the industry. The human resource management areas to be addressed include: employee relations; recruitment and selection; employee health; training; empowerment and quality service. Copyright © 1996 Elsevier Science Ltd.