Current global hospitality trends show us that the diversity, quality and innovation are the key to a distinctive image. The human element is the foundation of service providing and quality human resources have become an important competitive advantage. The future of hotel organization development depends on their ability to be aware of the constant learning process and creativity and knowledge endorsement. In the present ever-changing work environment, affected by different crisis, and in which hospitality industry has unique features based on the pattern of enterprises with the goal of selling services and reacting to seasonal oscillations in the national and international demand. Today, the size of assets a hotel posseses is of less importance due to fact that the capability of the employees to create added value for their customers becomes more stressed out. Human resources are the foundation of every business strategy due to the fact that growth and development of every entreprise is conditioned by the quality of its employees. Thus, employee growth and adaptation to different business situations is unevitable for every business striving to achieve positive results. The main purpose of this paper is to determine the specific features of human resources management and its impact to customer satisfaction, having in mind the large number of people working in this sector; the complicity of business procesess and the level of quality of services to which different hotel chains are aiming to provide. The research shows the way in which human resources departments are organized in two different hotel chains in Croatia and the level of their employee satisfaction. Given the specificity of their business operations, corporate culture creates important foundations for human resources management which is reflected in the level of interest company is showing for its employees. It is a fact that the human resources development is a question of vital importance imposed to the hospitality sector woldwide and that it shall remain in the focus of many studies and evaluations.