Effective Human Resource Management In Hotel And Tourism Industry

Findings

By conducting the interview of middle level employee in Front Office Division of ABC Hotel, It is found that human resource management deals with the effective handling of most significant resources in company and specifically it is vital function for service sector where the offering is intangible and services offered by the employees is the single source of loyalty in customers. Modern hospitality and tourism organizations have understood the fact that their employees are the most significant resource of organization. Principally in the hotel business, having a qualified, skilled, good and hardworking staff can differentiate between which hotel is bad and which is good. At this hotel, the HR managers are able to include all the aspects that make its human resource management a significant part of hospitality management (Al-Refaie, 2015).

In his interview, front desk employee of ABC Hotel stated that HRM at this hotel applies all the policies and procedures which are directly related to its employees and their responsibilities. These polices are relevant to recruitment and selection, training and development, performance management and appraisals. For this report, the interview is conducted regarding the recruitment and selection practices of ABC Hotel. In this interview, the questions related to job profile and recruitment and selection of hotel’s employees have been asked. Interviewee has answered all the questions appropriately that assisted me to understand the recruitment and selection process at ABC hotel (Rudman, 2010). The practices and processes are discussed below:

At Hospitality organization, recruitment and selection are two most important concepts under its human resource management. Recruitment is the process of recognizing that a hotel needs to hire someone up to the mark at which application forms for that position have arrived at organization. Then, the selection includes the processes which are involved in selecting from various applicants the most suitable candidate to fill that position (Boella, 2017). The interview conducted shows that recruitment and selection process at ABC Hotel is very strong because it is using effective practices to find out right person for right position.

The recruitment process starts with conducting job analysis that includes both job specification and job description. In this interview, the position of front desk supervisor is taken as example to understand its ABC’s practices. This hotel advertises its vacancies with the help of online recruitment portals and newspapers. For which, it develops both job description and job specification which are described below:

Recruitment and Selection of ABC Hotel

Job description refers to the list of roles and functions that a person needs to meet in a job. It includes the reporting of an individual to the senior authority and qualities and skills needed. The interviewee stated that ABC Hotel prepares its job description by including different details which are given below:

Position: Front Desk Supervisor

Reporting Authority: Front Desk Manager

• To maintain good relationships among all the team members.
• To provide excellent guest care services at hotel 24*7.
• To provide pleasant experience to the guests and clients.
• To give the solutions to customer complaints.

Job specification can be referred as the qualifications of an individual that is needed to perform the tasks and duties of job. It is a significant part of recruitment function (Granovetter, 2018). Hotel includes some specific details in this part of job analysis that assists the organization in its recruitment and selection process. Interviewee said that company requires below given qualifications for the position of front desk supervisor:

Job Experience: The person with experience of minimum 2 years in well-known hotel.

Education: The candidate should have bachelor’s degree from recognized university in the discipline of Hotel Management.

Personal characteristics and qualities: The candidate should have good communication skills, confidence level and good personality and other skills like decision making and critical thinking.

The front office employee stated that in the recruitment process, the person is judged on the basis of above given job description and job specification. Under the practices of recruitment and selection at ABC hotel, job analysis plays a significant role. In its recruitment advertisement, the organization clearly states that person having above specifications will be called for interview and will be chosen if he/she crosses all the basis and levels of selection. IT gives a competitive advantage to ABC hotel in New Zealand Hospitality sector and it will assist in its development. It reduces the organizational costs and enhances its profitability. Thus, by using above job analysis, the hotel is able to choose the best candidate to fill empty position in organization (Brewster, Chung & Sparrow, 2016).

The interviewee told that recruitment and selection process of ABC Hotel includes various stages which may vary for different jobs but hotel makes sure that the best candidate is chosen for the job position in the hospitality organization (Albrecht, Bakker, Gruman, Macey, & Saks, 2015). After developing job analysis, the hotel starts its recruitment and selection process with some specific stages.

Figure 1: Recruitment and Selection Process at ABC Hotel

These stages are discussed below:

In ABC’s recruitment process, the first step is screening of the candidates who have applied for a specific position but they do not meet the minimum requirements like knowledge, skills and education for required position (Landau & Rohmert, 2017). At this step, the HR department at hotel screens the resumes and sorts the people who are disqualified for the position.

Job Analysis

From the first step, the passed candidates are approved to fill the job application form and the people who fail fill the requirements properly and completely, are excluded in this step. The people, who fill the application form properly, are forwarded to the next step.

After the above step, the individuals are allowed to participate in the employment test which is taken specifically for checking the intelligence and attributes of the candidate to meet the job post of ABC Hotel. It includes the requirements which are needed to fulfill the needs and demands of guests staying at hotel rooms (Chaneta, 2014).

At this step, HR manager of the hotel conducts two interviews. In the initial interview, ABC Hotel eliminates the applicants who fail to meet the expectations of hotel’s interview panel. In this, technical questions are asked to the candidates about the job roles and responsibilities. It is taken by the senior manager of ABC Hotel.

In the second interview, the HR manager analyzes the background, belonging and origin of candidate with making sure that he/she does not have any criminal history (Rudman, 2010).

There are various positions at ABC hotel in which there is need of medical and physical examination. It is a meeting criterion for many positions in hospitality sector. This is the last step if any candidate crosses all the above steps properly and successfully.

After crossing all the above steps, candidate reaches to this step. It is a discussion about the job responsibilities and roles and salary as intended by the person for the job post (Collings, Wood & Szamosi, 2018). If everything goes alright, a letter of appointment of ABC Hotel is given to the selected candidate.

In this way, the recruitment and selection practices of ABC Hotel is organized and managed very effectively.  All the steps are managed in effective way which assists it in finding right person for right position. It indicates that by following the theory and stages of recruitment and selection, ABC Hotel is selecting the candidates for vacant positions (Josephat, 2011). From this interview, it is found that recruitment and selection practices make ABC Hotel capable of selecting the proficient and most suitable candidate for hotel and for performing the roles and responsibilities as needed. It can be stated that job description and job specification of organization match to each other and they will assist the organization to attain its major objectives.

Job Description

About the above interview analysis, it can be noted that job description is significant measure in assisting the selection of appropriate person for any job designation in ABC hotel. Basically, through this the organization describes the duties, roles and requirements in terms of skills, experience, education and knowledge which are needed for the job. For example, a service delivery head in this hotel is chosen with the greatest concerns to qualifications, skills and expertise with becoming capable of handling guests at hotel in fair way (Coller, Cordero & Echavarren, 2018). It indicates that ABC Hotel gives more significance to different characteristics including in the creation of job specification, job description and final selection of employee to allow the best in guest satisfaction. 

Conclusion

From the above analysis, it can be concluded that ABC Hotel is using effective recruitment and selection practices which help the organization to get skilled and talented people to attain organizational objectives. The above report is prepared on the basis of an interview that is conducted with the middle level employee in front desk department of ABC Hotel. The interviewee told that company’s recruitment and selection process starts with developing job analysis process. Under this, it creates two different categories i.e. job specification and job description. Furthermore, it is analyzed that this hospitality organization is using effective process and different steps which enable it to select desired candidate for vacant position. In this report, it is defined by using the example of front desk supervisor. It shows how the organization designs its job specification and job description. Thus, it is concluded that HR department of ABC Hotel considers that the employees must possess enough skills and capabilities which are required for any specific position in any department of hotel.

However, ABC Hotel is using effective processes and practices for its recruitment and selection programs. But still, there is need of improvement in these practices. So, it is hereby recommended that this hospitality organization should adopt some innovative strategies for recruitment so that it can attract fresh talent in the future. It should hire the employees by complying with different laws and regulations of employment. It should pay more attention on the employee satisfaction. It should comply with the law that enables the candidates to enter in to negotiation, bargaining with the employer. It should explore different online portals for job so that it can find most suitable candidates for any particular job. In a service organization, it is very important to hire the employees who are satisfied with organization and its HR policies. So, this hotel should consider these points and implement them in practice.

References

Albrecht, S. L., Bakker, A. B., Gruman, J. A., Macey, W. H., & Saks, A. M. (2015). Employee engagement, human resource management practices and competitive advantage: An integrated approach. Journal of Organizational Effectiveness: People and Performance, 2(1), 7-35.

Al-Refaie, A. (2015). Effects of human resource management on hotel performance using structural equation modeling. Computers in Human Behavior, 43, 293-303.

Boella, M. (2017). Human resource management in the hotel and catering industry. Routledge.

Brewster, C., Chung, C., & Sparrow, P. (2016). Globalizing human resource management. Routledge.

Chaneta, I. (2014). Recruitment and selection. International Journal of Management, IT and Engineering, 4(2), 289.

Coller, X., Cordero, G., & Echavarren, J. M. (2018). Recruitment and Selection. In Political Power in Spain (pp. 83-102). Palgrave Macmillan, Cham.

Collings, D. G., Wood, G. T., & Szamosi, L. T. (2018). Human resource management: A critical approach. In Human Resource Management (pp. 1-23). Routledge.

Granovetter, M. (2018). Getting a job: A study of contacts and careers. University of Chicago press.

Josephat, S. (2011). Fundamentals of human resource management, African public administration and management series, 2  pp 10-25.

Landau, K., & Rohmert, W. (Eds.). (2017). Recent developments in job analysis (Vol. 24). Taylor & Francis.

Rudman, R.S. (2010). Human Resources Management in New Zealand. NZ: Pearson Education.