The Human Resource Department of an International Hotel - Essay Example

Hotel Department Analysis Name: Institution: Date: 1.0 Introduction The human resource department of an international hotel plays a crucial role towards the success of the business. People are the backbone of the hospitality industry. A hotel cannot function without the human resource department partnering with the executive in implementing strategic policies that will ensure success. Competitive advantage in the service industry is attained through high quality service delivered to customers. Employee satisfaction and motivation will determine the quality of service that will be delivered to the final consumer (Lockyer, 2013). It is crucial therefore to make sure needs of employees are also met in order to motivate them to perform better. People are the most valuable assets that an organization has and there management is very important. Setting high standards for service delivery can only be achieved through an effective and collaborative workforce. The human resource department is in charge of human resource planning that ensures that the best and right people are attracted and retained. This essay analyzes the human resource department of an international hotel. It discusses the structure, functions, personnel roles, delivery of quality service and concludes with an emphasis of the human resource department in the hospitality industry. 2.0 Overview The most critical challenges in the hospitality industry are employment-related. The International Hospitality Consultants points out shortages of skills and labour as among the top ten challenges faced in the industry. High Employee turnover is affecting many businesses in the hospitality industry. Poor wages is among impediments towards attracting and retaining talented and skilled workers. Human resource management entails the productive use of people as a resource in attaining the strategic business objectives of the organization while paying attention to the satisfaction of individual needs of employees. Long hours of working, absence of flexibility and quality work opportunities have compounded the problems facing the hospitality industry. Some organizations have not adequately focused on employee training and satisfaction. The hotel industry is service-based and the management of employees determines the quality of service that will be offered. 2.0 Structure There are many structures that international hotels use for their human resource department. International hotels will always regional departments as well as the director who is based in the headquarters of the hotel. The following represented a common structure of many international human resource departments although there are other structures further developed to suit the needs of a specific hotel. Corporate HR Person Training Manager Human resource Manager Payroll manager Employee relationship manager Training administrator HR planning administrator Clerks Recruitment administrator 4.0 Functions The human resource department of an international hotel carries out many important functions. Human resource department is in charge of manpower planning. This entails planning for the future of the hotel manpower and establishing how many employees are required in the future and the needed skills they should possess (Okumus, Altinay & Chathoth, 2010). This will depend on employees’ turnover, projected growth in sales, technological changes and workers’ productivity level. Human resource department at Starwood Hotels & Resort Worldwide, Inc. offers strategic direction and leadership on everything that that touches on experience that affect the performance of the hotel. An international hotel human resource department also carries out the functions of job description and job analysis (Briscoe & Schuler, 2004). The department designs job analysis and job description for any impending vacancies. Job analysis involves gathering information about responsibilities, duties, necessary skills, outcomes, as well as work in environment for a specific job. Job descriptions describes duties, responsibilities, important outcomes and contributions needed from the position, needed qualifications of candidates, and reporting relationship of a particular job. The hotel human resource department also carries out the function of determining wages and salaries of workers. The human resource department conducts market survey in order to determine salaries and wages for various positions in the organization. This decision is made while consulting with the finance department as well as the top management. The human resource department also carries out the important function of recruitment and selection. The human resource department of an international hotel looks for the best and valuable people to work for the hotel. The success of a firm in the hospitality industry is anchored in the quality of its workforce (Lockyer, 2013). The human resource department also conduct performance appraisal. The performances of workers have to be reviewed from time to time through performance appraisals. The worth of an employee is determined through performance appraisal. The goal of performance appraisal is to measure and improve the actual performance of a worker. Action plan for each employee is designed after the performance appraisal. The human resource department also carries out the function of training and development. Employees have to go through programmes of training and development in order to equip them better for quality service delivery in the hotel. The human resource department is also engaged in employee welfare and motivation. A healthy organization is made up of happy employees. Many employee welfare practices are initiated to motivate employees. Maslow’s Hierarchy of needs provides a good example on how the needs of employees can be addressed. The HR department should always look for new ways of motivating workers. Herzberg’s Motivation-hygiene theory describes both extrinsic and intrinsic actors that motivate workers to perform (O'Fallon & Rutherford, 2011). Some motivators include recognitions, responsibility, growth, advancement, achievement, and work itself. Hygiene factors include working conditions, salary, company policies and administration, status, security, relationship colleagues, and relationship with supervisors. Dismissal and redundancy are determined by the human resource department. Failure of employees to follow the organization code of conduct can lead to dismissal. Technological change can render some employees redundant and it is up to the human resource department to determine this. Internal and external relations Internally the Human resource department acts as a link between the management and the workers. Employees’ grievances are addressed under the human resource department (Wood & Brotherton, 2008). The HR department ensures that the needs of workers are addressed and that they work in a safe and sound environment according to safety and health regulation. The international hotel human resource department coordinates with the line managers to make sure that the organizational policies are implemented in the right manner. The HR department is also involved with external relations with other bodies and sectors. These may include labor unions, the government, environment agencies, and competitors. The human resource department also handles labour management relations. The Human resource department ensures that the Hotel does not run into problems with worker’s labour unions or the government (Harzing, 2004). The department makes sure that employment contract does not contravene the labor requirements of the land. Employment regulations and laws have to be adhered to strictly in order not to antagonize labor unions or the government. The HR Department does market research to ensure that it implement policies that are better than competitors. Understanding competitor’s human resource policies is important in designing the internal winning plan. 5.0 Personnel roles The human resource department is headed by a director who holds an executive position. The person is given the responsibility of running an effective and efficient human resource department. The individual sets the tone of the manner in which employee relations will be conducted and establishes the strategic vision for the human resources of the company. The human resource administration is the expert that provides guidance on any matters relating to human resource management (O'Fallon & Rutherford, 2011). He provides advice to other managers on how best to resolve human resource related issues. The officer holder acts as an advocate for the employees at the executive-forum decision making. In case of change in the organization the human resource department plays the role of the change agent by altering the mindset of the employees in order to adapt to the new system. The human resource department has the mandate of creating organization’s capacity to capitalize and embrace change. Human resource department has to put in place change initiatives like reducing cycle team for innovation, coming up with high-performing teams, or implementation of new technology. Human resource role is to replace planning with results, fear of change with excitement, and resistance with resolve concerning its responsibilities (Nickson, 2007). Organizations in the hospitality industry have to respond to change faster in the face of increased risk and operating in imperfect external and internal climate. The human resource director champions for the right of employees that ensures that they are satisfied at the place of work. Career positions at Starwood Hotel & Resort include Human Resource Coordinator, Human resource manager, Recruitment Manager, Associate Director of Human Resources, and Director of Human resources in ascending order. 6.0 Delivery of quality service HR plays an important role in the in the people-focused hospitality industry. Human resource department employs human resource practices to create employee morale and commitment. The human resource department has to ensure employees are motivated to perform their duties. Motivating people is concerned with motivating people to do something because they want to do it but not as a mere responsibility stated in their job description (Brotherton, 2012). Service profit chain ensures that satisfied, productive and loyal employees offer excellent service that creates customers’ value making them to be loyal. The Human Resource function ensures that an enterprise has the perfect mix of skilled manpower in order to perform effectively its value creation activities. It is the role of the human resource department to make sure that people are trained, motivated and compensated adequately to be able to carry out their value creation roles. The human resource department has to create competitive advantage through provision of high quality service (Lockyer, 2013). A competitive advantage is any factor that gives a chance to the international hotel to differentiate its services or products from those of other players in the market with the aim of increasing the market share. A strategic plan has to be created by the human resource department instead of reacting to situations. A competitive strategy has the function of establishing a sustainable and profitable position against the forces that defines competition in the industry. Delivery of quality service is the responsibility of human resource department. 7.0 Conclusion The hospitality industry relies heavily on human resources since it is service based. High quality service delivery can make a hotel to develop a competitive advantage over the other competitors in the market. An effective human resource department is not an option but a must, and the backbone of hotel industry. When the human resource department performs its functions without laxity, the international hotel will definitely achieve its strategic objectives. The functions of the human resource department are many and crucial for the organization. HR planning defines the needs of the hotel that leads to the recruitment of the best-suited people to address shortages. The long-term planning of the international hotel has always to consider the development of the human resource department and its functions. An international hotel cannot prosper without an effective human resource department. The motivation and satisfaction employees will determine the quality of service delivery hence it is import for the HR department to address their needs. 8.0 Reference List Briscoe, D.R., & Schuler, R.S. (2004). International Human Resource Management: Policy and Practice for the Global Enterprise, Psychology Press. Brotherton, B. (2012). International Hospitality Industry, New York: Routledge. Harzing, A. W. (2004) ‘Composing an international staff’, in A. Harzing and J. Van Ruysseveldt (eds.) International Human Resource Management, Sage, 2nd edition, 251–282. Lockyer, T. (2013). The International Hotel Industry: Sustainable Management, New York: Routledge. Nickson, D. (2007). Human Resource Management for the Hospitality and Tourism Industries, Melbourne: Elsevier O'Fallon, M.J. & Rutherford, D.G. (2011). Hotel Management and Operations, New Jersey: John Wiley & Sons. Okumus, F., Altinay, L., & Chathoth, P. (2010).Strategic Management in the International Hospitality and Tourism Industry, New York: Routledge. Wood, R.C., & Brotherton, B. (2008). The SAGE Handbook of Hospitality Management, London: SAGE. Read More