Human Resource Management Practices and Their Influence on Service Excellence in Luxury Hotels: Evidence from Chennai City

Human Resource Management (HRM) is essential for achieving service excellence in the hospitality sector, especially in luxury hotels where guest expectations are notably high. This research explores the impact of HRM practices on service excellence in luxury hotels situated in Chennai City. The study underscores important HRM elements, such as recruitment and selection, employee training and development, performance assessment, compensation and rewards, employee engagement, and retention strategies. A quantitative research approach is suggested to analyze the connection between HRM practices and service quality outcomes. Primary data gathered from employees of selected luxury hotels offer insights into how effective HRM initiatives enhance employee motivation, commitment, productivity, and customer satisfaction. The findings indicate that well-organized HRM practices significantly improve employees’ service orientation, leading to better guest experiences and increased organizational competitiveness. Continuous training, fair performance evaluations, recognition programs, and supportive leadership are recognized as vital components that foster service excellence. The study highlights the strategic significance of aligning HRM with organizational objectives to maintain a competitive edge in the luxury hospitality industry. The results provide valuable insights for hotel managers, policymakers, and hospitality professionals aiming to enhance workforce capabilities and uphold international service standards in Chennai’s rapidly growing luxury hotel market.