Hotel team-oriented human resources practices : conceptualization, scale development and validation

Abstract

Purpose: This study aims to develop a Hotel Industry Team-Oriented Human Resources (TOHR) Practices Scale based on the ability–motivation–opportunity (AMO) model to identify human resources (HR) strategies that enhance team management in hotels. Design/methodology/approach: A multistage scale development process was used, including literature review, expert interviews, pretesting and empirical validation through exploratory factor analysis (n = 240), confirmatory factor analysis (CFA; n = 810) and structural equation modeling (SEM; n = 629). Data were collected from frontline hotel teams in China using purposive sampling. Multilevel CFA and SEM ensured team-level aggregation, content validity and predictive power of the TOHR scale. Findings: The validated TOHR Practices Scale comprises three dimensions: ability-focused TOHR practices (team talent acquisition and development), motivation-focused TOHR practices (team rewards) and opportunity-focused TOHR practices (teamwork facilitation). The scale exhibits high criterion-related validity with team innovation. All dimensions positively influence employee engagement, which mediates the relationship between TOHR practices and service performance. These findings confirm the scale’s robustness and relevance for hotel applications. Practical implications: The three TOHR dimensions offer HR professionals a structured foundation for improving team performance and guest satisfaction. By evaluating how different TOHR practices impact engagement and performance, this study offers a practical roadmap for designing effective HR systems in hospitality. Applying these insights enhances team cohesion, elevates service standards and drives competitive advantage for hotels. Originality/value: Team structures are vital in hotels, where collaborative performance impacts outcomes. To the best of the authors’ knowledge, this is the first study to develop a hotel-specific TOHR Practices Scale using the AMO model, offering practical insights for managers to strengthen team performance and competitiveness.