Computerized yield management systems: a comparative analysis of the human resource management implications

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 technology for the industry.

Abstract

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.