The staffs available in EDC hotel are total with 60 people for all post. Amount the 60 people they are separate in 4 categories, which is permanent staff, contract staff, permanent part-time staff and temporary staff. The numbers of permanent staff are in 4 people, contract staff 34 people, permanent part-time staff are 8 people and the temporary staffs are 14 people.
The General Manager of Hotel EDC is Mrs Suzzaini. She has been a lecturer in UUM before and now her as a full time staff in EDC. She also as the head who interview us when we doing research in EDC Hotel. For the other position and names by all the staff are shows with organization chart below:
The human resource policies are under control by the Human Resource or HR Department. The HR department is using to manage and control the operation working of staff. Now, we are going to discuss about the human resource policies under EDC hotel.
The EDC hotel are choosing 2 types of staff when they making selection after recruitment. The 2 types of staff they taken are temporary staff and also permanent staff. The duty times for these 2 types of staff are different. For the temporary staff are getting shorter working time and the salary are fewer than the permanent staff. By the permanent staff working times are full times, that mean they are working whole days however is a public holiday.
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The EDC hotel is facing the problems lack of staff. The cause of making this problem happen is most of the staff inside EDC Hotel are temporary workers of staff. So, the staff inside EDC are working more than 1 job however they are getting same salary. Like an example, For the security guard of EDC Hotel at the front exit are also working as a cleaner for guard house and also a staff of control rooms like control all the lights in EDC.
EDC hotel also provide the training program for the UUM students. The HR department is choosing the practical students from UUM as a temporary staff and also gives the take part in training program. This have helpful for solve the problems of workers shortage. After the students finish practical, EDC hotel are give them chance to choose stay or leave the hotel and the HR department will choose another practical students to work in hotel again.
Besides that, the EDC Hotel will also give chances for those students are wish to work in hotel when holidays or free times in hotel. The students who wish that will as a part-time workers, this mean the student can quit anytime and wont tight by a contract.
The HR department also working as confirms that all the staff inside EDC is working, because they must make sure that the hotel is keep operation smoothly. Through the information above we have know the types and the operation of managing of staff inside EDC Hotel.
The Sales and Marketing Strategies
Sales is an important part in a hotel operation, the sales are good or not can affect the hotel operation also. The sales can bring the income and also the famous of the hotel. Every hotels are trying to push their sales at the top, even if EDC UUM also.
Through the hotel we making the research, EDC UUM we have get the information of the sales of the hotel are separate in 2 parts. The first one is from the room sales of EDC hotel. The hotel EDC is located near the UUM so most of the consumers are students and their parents. And we also get that, the hotel EDC are get two peak season in every years, that is when the UUM running the week of orientation and during the convocation. The rooms of hotel EDC are fully booking by many students and their parents during peak season. So, for someone they are late booking they can’t get the room. Through the staff in EDC, we also get know that, for who like to get rooms when convocation or orientation weeks, they must booking earlier than 1 month before.
We also get the information from the GM about that, at the normal days the rooms are available in anytime. It means every people can get booking at the time u like or u can choose direct to EDC and asking for the available rooms’ u can get. So for those parents and friends come to visit their children and friends in UUM can get accommodation with easily by EDC Hotel.
One more part of the sale that supports the hotel income and operation is through the food and beverage department in EDC hotel. The restaurant in EDC hotel is available for public. This mean although u do not rent the hotel rooms in EDC u also can go enjoy the meals they provide after u pay it. This have attract many UUM students those are feeling boredom of the food provide in the food courts of UUM are going to EDC to enjoy the different meals in campus.
Management and Functions of Each Department
There were eight management departments in EDC – UUM such as front office, housekeeping, sales and marketing, food and beverage, human resources, finance and administrative, facilities and maintenance, and safety and security. Each department has their own function and responsibility to operate.
Front Office Department
Front office department plays very important roles in EDC hotel. The
department can be separate into two sections; there are front desk and back office. Each section of front office services has their own responsibilities. The main function of the department is selling, register and assign guestroom to the customers. They also responsibilities to handle the phone call in the hotel and make reservation for the customers. Front office service specialists also have a good understanding to take part in guest settlement such as resolve conflicts with customers and handle weirdly customers if certain cases had happen.
Housekeeping Department
The function of housekeeping department is maintained the cleanliness and order, building and furniture in the hotel. Besides cleanliness, housekeeping department must make sure the comfortable in the hotel such as softness of pillow, comfort of mattresses and quality of bed. These department personnel include chief of housekeeping department, supervisors, senior maids and maids which their jobs are checking the quality in the hotel periodically. Housekeeping department is one of the hotel services that are very strict regulation. Each position has its own well defined instructions.
Sales and Marketing Department
The main function of sales and marketing department is to promote the hotel products and services to the customers. They offer and selling the hotel’s room to individual guest for holiday purpose or diverse conferences facilities to certain customers. In addition, they also make an improvement on sales and public relations and brand image of hotel in the market. The department always acts as an agent to provide latest information and updating to the hotel.
Food and Beverage Department
The function of the department is providing food and beverage to the customers. They also provide food and beverage for meetings, groups, conferences and theme parties. Meanwhile, EDC hotel also responsibilities provided banquet events to customers. The banquet events involve many service styles; there are buffet services, family style service and so on. When during any festival, EDC hotel also provided Ramadhan package and offered to every customers to enjoy delicious food in the hotel.
Human Resources Department
Human Resource Department is a department that combines the traditional administrative function and well-being employees within the organization. They involve the activities such as planning, organizing, directing, and controlling employees at work. The department is responsible on hiring, terminating and training staff for the development and application of ongoing research on strategic advances. They also responsible for understanding their employees and identify their individual needs and career goal, develop positive interaction between workers to ensure verify and constructive enterprise productivity and provide remedial measures in the form of seminars or workshops for the worker who are lack of knowledge or insufficient training. On the other hand, HR also focuses on recruit the required workforce and manages staff effectively to success meet strategic goal.
Finance Department
The accounting department is monitoring the financial activities in the hotel. They prepare the budget and assign revenue to different department. They also prepare the financial statement of the hotel. Meanwhile, the department also collects the revenue from guests and giving salaries to employees. They always keep check on the account of F&B cost, other purchases and expenditure under several heads for each department.
Facilities and Maintenance Department
The function of facilities and maintenance department in EDC hotel is provide a well repairing and maintenance services included structural, mechanical and electronic services, painting, air-conditioners repair and maintenance and so on. The department is also responsible to maintain all the furniture and fixtures in the hotel. Furthermore, they also work closely with the front office to ensure the guests satisfaction. The department must always make sure there have a safety and healthy work environment to the employees in the hotel.
Safety and Security Department
The security officers in the EDC hotel is responsible provide a safety and security environment to the hotel workers to work and business man to do business even customers who are stay in the hotel. Apart from that, security in the hotel also became an essential and strongly force in preventing losses and missing property. In addition, security guard also working as cleaners in the guard house and staff in the control room to control all the air-conditioner and PA system in the hotel while any activities were in the progress.
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Cost of Running Operation
We have been gone to the EDC hotel and interview their manager, Mrs.Suzzaini to interview how many the costs they are used in running a hotel. However, Mrs Suzzaini did not provide us very detail about the budgeting of the hotel because it is private and confidential. She just provided us the cost of electric and water cost; there are about 52 thousand and 400 thousand per month. Below is a general costs that always will use to run a hotel but its only can act as a references.
Basically, running a hotel need a lot of money to maintain stage. Cost of the publicity is one of the costs that cannot less. Most of the hotel are depend advertising and package to attract customers come and stay at their hotel. Then, a hotel needs some costs to make improvement on infrastructure and facilities and also maintenance on the building, electronic and water even any structural in the hotel.
Meanwhile, hotel management also needs to pay taxes of the building and other fixed asset. To prepare F&B to customers, hotel management also needs some cost to purchase food and do banquet for customers. And the last but not least, accounting department also needs pay salary, incentive and bonus to their employees in the hotel.
Common Problem Faced By Hotel
The common problem that faced by EDC hotel is administrative problem such as movement of the staffs. When the staffs are leave, the hotel management needs some time to hire and training news staffs. Therefore, EDC hotel always faced lack of staffs in hotel department.
Overbooking also is a problem that always faced by EDC hotel. When during convocation time and orientation week, there are many parents and graduate came to the hotel and stay at there. EDC hotel is one of the hotels that very near to the UUM compared to the other hotel, in order to convenience and no waste many time, EDC hotel always happen the rooms were overbooking. So, the hotel management now was build an extension of the hotel to overcame the hotel’s rooms overbooking in certain festival.
Customer’s complaints are very normal incident that always occurred in every hotel. The common problem that customers always complaints are poor customers service such as attitude and behavior of the workers, the food not delicious, waiting for more than 30 minute to eat in a restaurant and so on. Meanwhile, some customers also complaint about the pricing of the room, food even a service charge were very expensive. Therefore, hotel management must always train their staffs to fulfill the customer’s needs.
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