Changes in Tourism Industry Quality of Work Life Practices

The tourism industry is not well known for high quality employment practices. However, little empirical evidence exists to support or refute this common conclusion. Tourism professionals were surveyed in 2009 to determine the quality of work life (QWL) practices at their current place of employment. Data were then compared to a previous study completed by investigators, analyzing professional opinions from 2003 on core variables noted for impacting QWL practices. The average number of weekly work hours, satisfaction with training, number and type of performance evaluations, variables that motivated employees, and satisfaction and dissatisfaction with organizational culture were similar in spite of distinct economic differences between these years. 2009 respondents, however, were less satisfied with job security, and the job itself. They were provided less training, and desired significantly more training. Challenges expressed by the 2003 respondents had not changed based on 2009 respondent data. Findings suggest the tourism industry had not addressed prevalent issues noted in 2003 including wages/benefits, full appreciate of work, working conditions, being involved in the organization, and loyalty provided to employees. Tourism employers should address these challenges and strive to be an employer of choice as they strive to recruit and retain a skilled workforce.