In order to gain competitive power for the hotel, human resource management is an elementary issue. Human resource management can be regarded as the foundation for the hotel to acquire competitive advantage.
Honoring the employees through effective communication, training programs for the employees and benefit programs is what effective hospitality management is all about.
Human resource management and effective hospitality management is the corner stone of successful business in hospitality industry.
The Human Resources Management (HRM) function includes a variety of activities, and key among them is deciding what staffing needs you have and whether to use independent contractors or hire employees to fill these needs, recruiting and training the best employees, ensuring they are high performers, dealing with performance issues, and ensuring your personnel and management practices conform to various regulations. Activities also include managing your approach to employee benefits and compensation, employee records and personnel policies.
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In today’s quality-driven, empowered, hospitality workplace, practices that encourage greater employee performance must become integrated into the way a hotel, restaurant, resort, or any other form of hospitality service organization does business. Getting it right the first time (one of the sacred tenets of total quality management) can only be achieved in the hospitality industry through a motivated, empowered, and trained team. At times guest problems are not foreseen; therefore, employees have to feel empowered to correct a problem on the spot. In a service business, you can’t have a rigid set of rules. It is possible to have guidelines, but people must be allowed the freedom to make different interpretations. A mature, well-trained hospitality team is capable of making better quality decisions than a single individual. The use of a team approach improves the overall quality of decision making, and the level of commitment to the team becomes much higher.
When team members share the process of problem solving and decision making, they are more likely to become owners of the organization’s plans, and to do everything possible to transform the plans into reality. Collective wisdom is virtually always superior to individual wisdom.
what are the staffing issues for hotels ?
i m writing u the case study which is have it. please give me a solution about staffing issues.
The Courthouse Hotel is a large, privately owned establishment located in the centre of a large city. Once the major hotel in the city, it has in recent years struggled to maintain profit margins in the face of competition from three new hotels operated by well-known national and international chains. The Courthouse maintains a three-star standard of service, competing primarily on the basis of cost. Its prices are therefore kept considerably lower than those charged in the newer hotels, while the range and quality of food and accommodation are also of a lower standard. The hotel has 150 bedrooms, a bar, a carvery style restaurant, and a function room which is used for private dinners and business meetings. There are no large-scale banqueting facilities, no porters and no room service.
While there are one or two part-time members of staff, 95% are employed on full-time permanent contracts. With the exception of a few senior managers, administrators and night workers, the staff work either early or late shifts (ie 6.30-3.30 or 3.00-11.00). Because the vast majority of the hotel’s guests are business people staying on week-nights, staff are required to work only one weekend in every four.
Three months ago a well-known businessman purchased the hotel with a number of interests in the city. He has decided to change the business strategy by moving the hotel up-market to a four star standard and offering a wider range of services. A major refurbishment is planned, together with the opening of a new banqueting suite, an à la carte restaurant, a leisure club, a full portering service and extensive lounge / room service operation. In staffing terms there is a need to improve the interpersonal skills of staff and to raise general standards of customer service by a substantial margin.
The rationale for these developments is the impending opening of a new convention center a short walk away from the hotel. From January next year it is expected that the volume of trade will increase by 60 per cent, provided the Courthouse can raise its standards to those expected of a wealthier and more international clientele. The problem, from a people management perspective, is the likely erratic nature of business patterns once the convention centre opens. Periods of several weeks will go by with relatively little occurring in the centre, punctuated by shorter periods of frenetic activity when major conferences, exhibitions, concerts and sporting events take place.
A more specific opportunity presents itself next summer, when as part of a bid to publicise the city’s new convention centre, the government has announced that it will be hosting a major intergovernmental conference in the city. For the duration of this event each hotel will house a particular delegation, with the Courthouse being allocated to the Germans. This means that the entire hotel will be taken over by the German Chancellor, other senior German politicians, advisers, civil servants and 75 accredited journalists for a week next summer. During that period there will be a heavy security operation in the hotel. It will also have to host several press conferences and a series of breakfast meetings at which the Chancellor will meet other world leaders. In addition, it will have to maintain a far higher standard of cuisine and service than it is accustomed to providing. If successful, a large amount of positive publicity can be guaranteed. If, on the other hand, the hotel conspicuously fails to provide the standard of service expected by a Government delegation, the ensuing negative publicity way will undermine the whole refurbishment strategy planned by the new owner.
One of the most important departments of any hotel staff is human resources management. Proper human resources management can be the difference between a really well run hotel and a poorly one hotel. The human resources manager can control almost the whole feeling and presence of the entire hotel. This makes the importance of human resources management for hotels very evident.
There are several different areas in which human resources management is very important. One of these areas is for newly hired employees. The employees that are hired in a hotel can really alter the quality of service and the whole atmosphere of the hotel. This means that it is very important to pick upbeat, dedicated workers for each position. It is the job of the human resources manager to make sure that good people are chosen to work in the hotel. In many cases many hotel workers are only participating in hotel work because they can find nothing else to do. Not very many people have a dream of running or serving in a hotel environment. However, there are some people who do want to work in that capacity, and it is the job of the human resources manager to find those people.
Retention of employees is another large problem in the hotel service business. Since so many of the employees do not have hotel work as their ending career goals, many of them only work in a hotel for a short amount of time. Other employees may have to be let go because of poor work ethics or other issues. However, there are ways that a hotel human resources manager can curb some of the desire and likelihood that employees will move to other jobs quickly. The importance of human resources management for hotels is very large in this area. Managers can provide good training and incentive programs that will cause employees to stay longer at the hotel. Having a clear progression plan to advance to higher levels of service will also cause employees to stick around much longer.
The issue of employee progression and promotion is also another large issue for the hotel industry. The importance of human resources management for hotels is proven in this area. Hotels which provide ways for employees to advance in position, or that provide training for employees so that they can gain skills necessary for an advanced position are very important to the retention rate of employees. It is easy to implement services of this nature and the expense is negligible compared to the expense and time necessary to constantly find new employees to replace the ones that always leave shortly after being hired. One of the easiest things to implement is English lessons. Many hotel employees do not speak English very well, and so it is a great incentive for them to stay working at a hotel if they are offered English lessons.
The importance of human resources management for hotels is also important in the area of employee services. If the employees know they can come to the human resources manager whenever they have a problem or issue then it is easier for them to work in good conscience. Many human resources departments implement different games and activities to make the work environment more interesting and fun for employees. There are many different services that a human resources manager can think of to help employee morale. Maybe the hotel could implement a babysitting service, or have a park day every year. These little services go a long way towards making happy employees. Happy employees make happy companies and happy customers.
As you can see, the importance of human resources management for hotels is very great. There are thousands of ways that a human resources manager can make a hotel run more smoothly and more efficiently. There are many different areas that can benefit from the experience and guidance of a human resources manager. Therefore it is very important to not undermine the manager’s importance. Without the human resources manager a hotel is not the same or as pleasing to customers and employees.
A STUDY ON EMPLOYEE MOTIVATION
The project work entitled a STUDY ON EMPLOYEE MOTIVATION with special reference to Hyderabad Industries Ltd; Thrissur is mainly conducted to identify the factors which will motivate the employees and the organizational functions in Hyderabad Industries Ltd, Thrissur. Management’s basic job is the effective utilization of human resources for achievements of organizational objectives. The personnel management is concerned with organizing human resources in such a way to get maximum output to the enterprise and to develop the talent of people at work to the fullest satisfaction. Motivation implies that one person, in organization context a manager, includes another, say an employee, to engage in action by ensuring that a channel to satisfy those needs and aspirations becomes available to the person. In addition to this, the strong needs in a direction that is satisfying to the latent needs in employees and harness them in a manner that would be functional for the organization. Employee motivation is one of the major issues faced by every organization. It is the major task of every manager to motivate his subordinates or to create the ‘will to work’ among the subordinates. It should also be remembered that a worker may be immensely capable of doing some work; nothing can be achieved if he is not willing to work. A manager has to make appropriate use of motivation to enthuse the employees to follow them. Hence this studies also focusing on the employee motivation among the employees of Hyderabad Industries Ltd. The data needed for the study has been collected from the employees through questionnaires and through direct interviews. Analysis and interpretation has been done by using the statistical tools and data’s are presented through tables and charts.
2. What is a Motivation?
Robbins and Judge (2007) explain that motivation is “the process that account for an individual’s intensity, direction and persistence of effort toward attaining a goal” (Robbins and Judge, 2007 p.186). However, this process has to be worked between the managers or supervisor of the business and its employees as the manager or supervisor is in charge of studying methods of encouraging employees to work hard and efficiently on a constant basis (Cited on: Guerrier, 1999 p. 100). In addition, many motivation theories were developed during the 1950s; such as Maslow’s Hierarchy of Needs, Theories X and Y and the two factor theory but those would not be examined here as their validity has been questionable (Cited on: Robbins and Judge, 2007 p.186). On the other hand, the Expectancy theory will be carefully studied in order to understand why managers should focus more on providing to its employees reasons for putting effort into their work and therefore generate good work performance that could lead to rewards that are…
Employee motivation in the workplace
The job of a manager in the workplace is to get things done through employees. To do this the manager should be able to motivate employees. But that’s easier said than done! Motivation practice and theory are difficult subjects, touching on several disciplines.
In spite of enormous research, basic as well as applied, the subject of motivation is not clearly understood and more often than not poorly practiced. To understand motivation one must understand human nature itself. And there lies the problem!
Human nature can be very simple, yet very complex too. An understanding and appreciation of this is a prerequisite to effective employee motivation in the workplace and therefore effective management and leadership.
What Does it Mean to Lead?
Leadership, as defined by most dictionaries, means “to go before, or with, to show the way; to induce.” Every organization needs a leader (and preferably several leaders) to “show the way” to others as the organization strives to define and achieve its goals.
Whether these goals are entrepreneurial or humanitarian – or both – the leader’s work is to instill a sense of purpose and passion to the work that the organization undertakes.
Identifying, developing and sustaining leadership in your organization must be one of your strategic objectives. Without leaders at every level of your organization, your organization may well under-perform. It may miss strategic opportunities, stifle innovation, underutilize your employees, and fall short of its goals in customer service, quality, productivity, and profitability.
Russell Consulting, Inc. can guide your organization in identifying and developing your leaders. We can help you develop the key competencies that will help develop and sustain leadership, but also sustain your company’s long-term success.
Leadership at every level make all of the difference as to whether your company will be around for the long haul. Invest in leadership today to sustain your success for tomorrow and beyond.
The Core Competencies of Leadership
RCI has been developing leaders in its client organizations since 1987. We have designed and developed leadership programs that help define an ambitious role for leaders at every level and then build the competencies to fulfill this role.
Some of the competencies that we have defined as core to the role of leaders include:
Strategic Thinking
Coaching
Problem Solving
Decision Making
Systems Thinking
Delegation
Performance Management and Accountability
Inspiring a Shared Vision
Managing Conflict
Building and Sustaining Teamwork
Leading Change
Quality and Productivity Improvement
Servant Leadership
Emotional Intelligence
Innovation and Creativity
Customer Service
Employee Development
Develop Trust
Dealing with Ambiguity
See the link at the upper right of this page for a possible leadership curriculum.
Defining and Assessing Leadership Competencies
We can help your organization define what it seeks to develop in its leaders and then design a customized leadership development program for you. Once we guide you in defining what leadership means in your company, we then conduct a 360° leadership assessment (of these core competencies) to provide a baseline measure of each leader’s effectiveness.
Click here for more information on our leadership 360: 360° Leadership Assessment and Development.
Developing leadership at every level of your organization helps sustain your long-term success. When you work with us to develop your leadership, we help you grow your leadership at every level through customized training programs and guide your leaders in applying what they are learning to real issues and challenges facing your organization.
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