HHRS
Hospitality Human Resources Strategy

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English

Intermediate to Advanced

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ON SITE TRAINING

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COACHING

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Riyadh, KSA

Dec 07-11, 2025

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Course Overview

Dive into the dynamic intersection of HR strategy and customer experience with our five-day course, Hospitality Human Resources Strategy, powered by real-world case studies from Harvard Business Publishing. This course explores how leading hospitality brands—from Disney and Starbucks to Haidilao and Oberoi Hotels—leverage human capital as a competitive advantage. Participants will gain a strategic understanding of how HR systems align with organizational culture, leadership, and service excellence. Through deep case discussions and practical frameworks, HR professionals will learn to design systems that attract, motivate, and retain top talent in high-touch, high-expectation service environments.

Key Takeaways

Learn how iconic hospitality brands use HR as a strategic lever for customer satisfaction and loyalty.

Analyze world-class case studies that highlight the link between culture, talent, and business results.

Design HR systems that drive ownership, emotional connection, and peak service delivery.

Discover scalable HR practices for both boutique operations and global hospitality chains.

Acquire globally transferable insights to enhance people strategy across industries.

Certifications

Course Outline

Day 1: The Strategic Role of HR in Hospitality

Linking HR and Business Strategy

Understand how hospitality companies align HR systems with strategic goals.

Analyze case: Restaurant Brands International: Version 2.0.

Culture as a Competitive Advantage

Explore how values and norms shape behavior and service quality.

Case spotlight: Gusto 54: Creating a Culture of Ownership.

Day 2: Building and Sustaining a Service-Oriented Culture

Employee Experience and Emotional Engagement

Examine practices that create emotional commitment to the brand.

Deep dive: Haidilao: Creating and Sustaining an Emotional Culture.

Empowerment and Ownership in Frontline Roles

Learn how to build accountability and initiative across all levels.

Case spotlight: Throwback Brewery: Personnel Performance.

Day 3: Talent Acquisition and Development in Hospitality

Attracting the Right Talent

Identify recruitment strategies that reinforce culture and customer promises.

Case review: The Wonderful World of HR at Disney.

Training for Excellence

Build training systems that shape behavior and deliver service standards.

Case example: Oberoi Hotels: Train Whistle in the Tiger Reserve.

Day 4: Managing Performance and Motivation

Performance Management in Service Environments

Design evaluation systems that reinforce both customer and employee satisfaction.

Case spotlight: Brewing Barista Discontent at Starbucks. .

Recognition, Retention, and Rewards

Learn to create holistic reward systems that drive engagement.

Analyze: The Linda Dor: Building a Culture of Customer Service.

Day 5: Scaling HR Strategy and Innovation

Scaling Culture Across Locations

Learn how to maintain HR excellence during rapid growth or international expansion.

Case review: Xibei’s Organization and HR Management.

Innovation and Future Trends in Hospitality HR

Explore the evolving role of HR in digital and global hospitality.

Wrap-up discussion and reflections

Who Should Attend?

This course is built for HR professionals in hospitality and service-driven industries who want to evolve from operational support to strategic leadership. Participants will gain tools and insights to build people-first cultures, align HR systems with business strategy, and drive sustainable performance through employee engagement. Relevant professional titles include:

HR Director – Hospitality Sector

Talent and Culture Manager

Organizational Development Consultant

People Strategy Lead

Learning & Engagement Specialist