Recruitment and retention challenges for tourism and hospitality professionals: the perspective of a travel industry company located in Mexico

Purpose The hospitality industry is a broad field encompassing food services, accommodation and events, with a high demand for workforce (Awasthi and Dhawan, 2020). Effective human resources (HR) management is crucial in the process of recruitment, performance review, training and career development to maintain employee morale and retention while maintaining a high level of customer service (Muhammad et al., 2023). In Mexico, the hospitality industry plays a key role in the economy, but it still faces challenges with the recruitment and retention of personnel. This study investigates these challenges in the hospitality sector in Mexico by analysing a Mexican hospitality company operating across multiple regions. Design/methodology/approach A qualitative approach is used, conducting a semi-structured interview with an HR Talent Recruitment Manager of a Mexican company operating in the hospitality industry. The interview provides information on the company’s recruitment and retention strategies, emphasizing the changes brought by the COVID-19 pandemic and the changes in the workforce’s expectations and trends. Findings The study reveals significant issues such as high turnover rates, regional recruitment inequalities and the changing priorities of employees, in particular after the COVID-19 pandemic. Strategies like “emotional salary” benefits, which include flexible schedules and wellness programs, are identified as possible solutions to address these issues. The study ends with practical recommendations, such as having a centralized recruiting platform with localized programs and strengthening the retention initiatives by emphasizing employee well-being and flexibility to meet the changing demands. Originality/value This study contributes to the literature on recruitment and retention challenges in the Mexican hospitality industry, connecting academic insights with practical solutions. The recommendations suggested can help hospitality businesses operating in countries with similar tourism-driven economies and labour market challenges in developing more effective HR policies to prioritize employee satisfaction and retention to ensure long-term stability.