Vitality of Human Resource Management for the Company - Case Study Example

HUMAN RESOURCE MANAGEMENT Human Resource Management Introduction Human labor is one of the most important factors in an organization since an organization can not be operated without this essential capital. In most organizations, when employees are well trained and skilled, they are in a position to achieve the organizational goals and objectives. Organizations that have a good reputation are characterized by good human management. Customers will be more willing to visit a hotel or a restaurant in an area if they are adequately satisfied. This implies that when customers are satisfied, the profitability and productivity of an organization increases as customers buy products offered frequently. Customers’ satisfaction can not be experienced if employees are not willing to satisfy them. This is to say that customers’ satisfaction is directly related to employees’ satisfaction. The quality customer service that is offered by employees to customers usually depends on the level of employees’ satisfaction. Human resource management can be simply defined as the management of labor force in an organization in order to improve the organization’s profitability and productivity. It should be noted that effective practice within a company or organization usually requires an effective and strategic focus in making sure that the human labor resources are able to smooth the progress of achievement of organizational goals and objectives. Effective human resource management ensures that employees are adequately managed in order to make it easy to achieve the visions and missions of an organization. This implies that in order for an organization to run smoothly, it should have visions and missions which it strives to attain (Bruce & McCall 2007: 56). For instance, the mission of a hospitality or travel company may be to satisfy the customers to the highest level and hence this company will be striving to make sure that customers are adequately satisfied by providing them with high quality customer services (Bratton & Gold 2001: 176). Essentially, the aspect of human resource management is based on the supposition that employees are people with different needs and objectives (Lioyd-Walker 2006: 34). In this case therefore, when effective and human resource management is practiced in an organization, managers are enabled to express their objectives and goals with sim0plicity and hence increases the employees comprehension of goals and at the same time offer the necessary resources that enhance successful promotion of the said goals (Armstrong 2010: 122). A good example can be given from Delaware North Companies Australia and New Zealand that is located in Australia. The vision of this company is to be the most liked company that provides products and services in order to satisfy the needs of customers and hence providing them with high level of satisfaction. In this case, in order to achieve this vision, the employees of this company must be well motivated and satisfied in order to make them satisfy their customers. It should be noted that employees are very essential in any organization and hence they should not be considered as slaves but as part and parcel of the organization (Nkomo et al 2010: 56). As indicated by Randhawa (2007: 29), a complete human resource strategy is a very important aspect in achieving organizational strategic goals and objectives. This is because the human resource will always understand and support the direction to which the organization is moving. If human resources are not adequately managed in hospitality or travel company, they will not be in a position to understand the reason as to why the company exists (Bruce & McCall 2007: 56). For instance, in the Delaware North Companies Australia and New Zealand employees are adequately aware of the existence of this company as they are adequately managed by being motivated (Bratton & Gold 2001: 176). This company has approximately 5000 employees and are all well managed in order to assist the company achieve its objectives and goals. The way employees are managed at the present day may influence the future performance of the company. This is because vision statement of a company indicates the future of the company and the community that is served. In hospitality and travel industry, customer satisfaction is of great importance especially in the current situation of competition (Lioyd-Walker 2006: 34). This is because customers will be frequently visiting an organization where they are adequately satisfied. Strategic human resource management in hospitality and travel industry usually aligns the functions of employees ton the core organizational objectives and goals (Armstrong 2010: 122). Strategic human resource management is very vital since it is not very easy to manage employees. In this respect therefore, it becomes very essential for managers in this industry to make sure that they bring out the best of their employees in order to provide the best customer services (Nkomo et al 2010: 56). In order to achieve the mission and visions of hospitality and travel company, employees need to be well trained and motivated. It should be noted that employees training is one of the most important factors in an organization that relieves stress at work places (Randhawa 2007: 29). If employees are not well trained, they usually become burdened with the job and hence are not able to achieve organizational goals and objectives. The reasons as to why Delaware North Companies Australia and New Zealand has been performing very well in Australia is because its employees are adequately trained on how to handle customers and satisfy them in order to achieve the company’s vision. Hospitality and travel industry is very competitive in Australia and hence for a company to excel it has to adequately satisfy its employees. As indicated earlier, when employees are adequately motivated through the different ways of motivating employees like promotion on merits, pay increase, training, and job specifications; they will be able to provide their customers with high quality services (Bruce & McCall 2007: 58). It is generally known that employees work hard when they are aware that their needs are adequately met by the organization they work in. taking an example of hospitality companies in Australia that have good reputation, this reputation is essentially brought about by the hard work of employees (Bratton & Gold 2001: 177). Hospitality industry is very sensitive when it comes to customers’ satisfaction since if they are not satisfied they usually go to another company. Employers and managers therefore have a role to play in making sure that employees are considered as important assets of an organization (Lioyd-Walker 2006: 36). The way employees’ needs are met in an organization significantly affects the way things are done in an organization (Armstrong 2010: 123). Employees usually feel better when they are allowed to participate in decision making in organizations. For instance, Delaware North Companies Australia and New Zealand has been very famous and reputable in Australia because employees are allowed to air their views in matters relating to the way customers should be served. This is because employees may consider themselves as slaves especially when they feel that they are not appreciated in an organization. It should be noted that the failure of recognizing and appreciating the efforts of employees in an organization is a way of making the company fail (Nkomo et al 2010: 58). The most prosperous companies that take great measures in making sure that the needs and requirements of their employees are adequately met cultivate a work environment that is conducive to productivity. Effective human resource management is therefore the best way of achieving this (Randhawa 2007: 31). Human resource management is increasingly considered by many hospitality organizations as the best way of increasing the competitive advantage of these organizations. This is because since companies are competing on different grounds especially on technology and marketing, well managed employees can advertise or market hospitality or travel company because of the services that are offered to the customers (Bruce & McCall 2007: 60). The increased importance of human resource management is brought about by the changes that have increasingly occurred in the business environment. It should be noted that hospitality companies from all over the world are trying as much as possible in order to make sure that they achieve their visions and missions (Bratton & Gold 2001: 181). In this case therefore, managing employees effectively is one way of ensuring that the future of the organization is achieved. Each and every organization wants to expand and become the best in the future despite the increased competition that has affected many businesses. This can only be possible if the employees contribute handsomely to the achievement of the organizational goals (Lioyd-Walker 2006: 35). A human resource department that lacks strategic integration fails to offer the competitive advantage that is required in the business environment for survival. According to Armstrong (2010: 124), organizations whose human resource management is strategically aligned with the missions and visions as well as goals have financial returns. Hospitality and travel companies that have effective human resource management usually have perceptual performance (Nkomo et al 2010: 56). It should be noted that irrespective of the level of technology that a company uses in serving its customers, without high quality customer service the customers will not be satisfied. This implies that human resources are the most important aspect that should be considered in an organization (Randhawa 2007: 30). For effective human resource management to happen there should be cooperation and coordination among managers. This is to make sure that all employees are taken care of in all directions. Employees when adequately satisfied take their jobs as their responsibilities and hence they feel guilty when offering low quality customer services. In this case therefore, human resource management becomes the responsibility of managers who want their companies to become financially improved (Bruce & McCall 2007: 56). Provision of employees with the comfort that they require is a responsibility of the human resource manager and a line of other managers in an organization (Bratton & Gold 2001: 177). For instance, for the employees of Delaware North Companies Australia and New Zealand to work hard in order to achieve the organizational visions and missions, all managers should have played a critical role in motivating and satisfying them (Lioyd-Walker 2006: 36). Employees usually gain more knowledge when they are trained and hence they are able to effectively serve their customers in the best ways possible. The human resource manager should make sure that promotion is provided on merit basis in order to make employees more motivated to improve their performance (Armstrong 2010: 123). This is because employees who are promoted become a motivating factor to the others who are encouraged to work hard. Employees’ assessment is another factor that should be considered by the human resource manager in a successful hospitality company (Nkomo et al 2010: 57). This is because when employees are assessed they are in a position to know where more training is required and the basis of promotion. Employees providing hospitality and foods to employees should be well evaluated in order to make sure that all employees are given the job descriptions which they can perform better (Randhawa 2007: 31). Conclusion Human resource management is very vital in any organization as employees are the most important assets in any organization. Employee’s satisfaction is directly related to the customer’s satisfaction and hence employees are in a position to provide high quality customer services when they are satisfied. In hospitality and travel industry, there is a lot of competition and hence managing employees effectively is one of the most important factors that increase the competitive advantage of a company (Lioyd-Walker 2006: 36). Training employees is improving their skills of problem solving and decision making and hence should be highly considered in hospitality companies. In Australia, there are a lot of hospitality companies and hence customers are willing to visit companies where they are adequately satisfied by the services provided. As indicated by Armstrong (2010: 123) employees influence the profitability and productivity of a company and hence they should be well treated. This implies that they should not be considered as slaves in an organization but as very essential assets of that organization. List of references Armstrong, M. (2010) Armstrong’s Essential Human Resource Management Practice. New Jersey: Sage, 122 Bratton, J. & Gold, J. (2001) Human Resource Management: Theory and Practice. London: Prentice Hall, 176 Bruce, P. & McCall, A. (2007) Human Resource Management: Casebook 3e. New York: Wiley, 56 Lioyd-Walker, D. (2006) Human Resource Management: Theory, Skills, and Application. Chelsea: Blackwell, 34 Nkomo, S. et al. (2010) Human Resource Management Applications. Victoria: Routledge, 56 Randhawa, G. (2007) Human Resource Management. New York: Prentice Hall, 29 Read More