GUIDELINES FOR IMPROVING ENGAGEMENT AND QUALITY OF WORK LIFE FOR LGBTQ+ EMPLOYEES OF LUXURY HOTELS

Abstract

This study aims to 1) Examine the quality of work life of LGBTQ+ employees working in luxury hotels, and 2) Analyze the level of organizational engagement among LGBTQ+ employees in luxury hotels. This qualitative research adopts a phenomenological approach to understand the lived experiences of key informants. The data were collected using in-depth interviews with 10 executives from luxury hotels in Thailand who possess knowledge, understanding, and experience in managing gender diversity in the workplace and participant observation. The findings reveal that LGBTQ+ employees experience a relatively high quality of work life. They feel safe expressing their gender identity, comfortable in their work environment, and accepted by both colleagues and management. These outcomes reflect organizational policies and cultures that emphasize equality, embrace diversity, and reduce gender-based discrimination. Such supportive environments foster a positive workplace atmosphere and holistically enhance employees’ potential. Additionally, the study found that LGBTQ+ employees exhibit a high level of organizational engagement. There is a positive relationship between the acceptance of gender identity and employees’ sense of belonging, self-worth, and their intention to remain with the organization in the long term. Based on these findings, the study provides policy recommendations for executives in the hotel and service industries to create and promote safe, inclusive, and diversity-friendly work environments. These efforts aim to support equal participation and ultimately enhance organizational effectiveness and sustainability.