This conceptual paper explores the need for enterprises in the hospitality industry to have managers who are not only adept at the technical competencies required of them, but have significant capability in people management: more specifically, the ability to foster employee engagement. Employee engagement is characterized as a feeling of commitment, passion and energy, which translates to high levels of effort, persistence with even the most difficult tasks, exceeding expectations, and taking initiative. This literature review demonstrates that the result of engaged employees is profound. From lower turnover rates to higher productivity, the engaged employee is a valuable business asset.
Date of creation, presentation, or exhibit
Department, Program, or Center
Department of Service Systems (CAST)
Dickson, Donna, "Fostering employee engagement: A Critical competency for hospitality industry managers" (2008). Accessed from
American College of Management and Technology in Croatia