Technology, industry growth and fickle consumer behaviour are forcing companies to look for their own competitive advantage. In the hospitality industry, profit and growth are primarily derived from loyal customers who are satisfied with their perceived service value, and that service value is largely influenced by satisfied, engaged and productive employees. Recent studies have shown that there are direct connections between the work environment as perceived by employees and important organizational outcomes such as customer satisfaction, customer loyalty and profitability. The challenge for hospitality industry leaders and human resource professionals is about selecting the right people for the organization and create supportive work environments that focus on engagement and retention, for an increasingly diverse population of multigenerational, multicultural employees and work groups. This module will focus on learning how to nurture human capital and building hospitality industry leadership.