Capacidades organizacionais: um estudo na hotelaria do nordeste brasileiro

The general objective of this research was to assess the degree of development of organizational capabilities stemming from the role of human resources in the Brazilian Northeast hotel sector. A descriptive study, with a quantitative approach, was developed in hotels located in the two principal tourism destinations of four states in the Northeast Region of Brazil: Salvador, BA, Porto Seguro, BA, Fortaleza, CE, Canoa Quebrada, CE, Recife, PE, Porto de Galinhas, PE, Natal, RN and Pipa, RN. The instrument for data collection investigates the organizational capabilities based on the Ulrich's (1998, 2000) Multiple Roles Model. The results indicate a tendency, among the hotels, to be more able to develop organizational capabilities orientated toward the day‐to‐day and for the operational level and to encounter greater difficulties in developing organizational capabilities directed toward the future and for the strategic level. This tendency confirms the strategic gap still experienced by human resource management in contemporary organizations. Thus, it was possible to see that the strategic human resource management is still a challenge for the hotels, which need to invest in a shift in emphasis from administrative to strategic, from functional to based on the business model.