Talent Management Approaches for Building Resilience and Sustainability in Hotels During Unexpected Challenges

The COVID-19 pandemic has profoundly affected the travel and hospitality industry, resulting in extensive cancellations and substantial financial losses. This mixed-method study examines talent management (TM) strategies within Thailand's hotel sector during the pandemic, focusing on their sustainability impact. Employee surveys indicated that hospitality workers in Chiang Mai possess a comprehensive understanding of exemplary TM practices. The study's findings highlight that TM standards in Chiang Mai's hotel industry are notably high, with a strong correlation between the TM practices of hotel operators and employees' perceptions of these practices. While talent identification exhibited the lowest effectiveness due to ambiguous or evolving selection criteria, talent retention was rated the highest, as businesses largely recognize the critical importance of retaining high-quality employees. Furthermore, in-depth interviews with hotel managers and HR professionals revealed that effective TM practices encompass flexible work arrangements, online recruitment, digital performance tracking, and a focus on employee well-being. These strategies underscore the industry's adaptive resilience in navigating current challenges and future disruptions.