One of the challenges of the hotels on a global basis is the constant inflow of human resources within the organizations. This is a challenging task, as the size and the different locations of the hotels along with the factors such as religion and culture play an important part in hiring of the human resources. The hotel industry implements the best standards and the practices that are available by having better relations and agreements among the franchises so that the customers can be served in a proper manner (Brewster & Hegewisch, 2017). The obligations of the hotels are that it promotes the employees, provides them with a training system that is permanent and rewards the employees who are performing in a better way. The hiring of the franchisors better training and education to the employees so that they are capable in attending the functions that the hotels asks from them, as it supports them with the all round development of the employees (Subramaniam, Selvanayam & Yogarajah, 2016).
The structure of employees in the hotel industry is very complex when compared with other industries, as the staffs are employed on an agreement based on definite and indefinite duration apart from the full-time and part-time employees. It also employs a large number of workers on a seasonal manner, contractual workers and apprentices. These employees have to be highly professional so that they can exclude the divergence in the level of quality and standards. The readiness of the hotels helps in educating and training the staffs on a constant manner so that their effectiveness within the system can be increased. The importance of managing the human resources is based on the reflection that helps in insisting and understanding the importance of the people in the changing global attitudes. This helps in contributing majorly to the competitive advantage of the hotels (Nieves & Quintana, 2016).
It can be agreed that the concepts that are present in managing the human resources is from the era of post revolution, which has undergone a lot of changes in the modern times. The hotel industry is a part of the services industry that has experienced better growth in the economy and there have been changes that are positive in nature for the customers to enjoy on a global manner. The acceptance of the services industry is driven by the satisfaction that is received by the customers where a major role is played by human resources. There has been significant gap in the studies that have been done by the previous researchers in different countries with the change and the adoption of the human resources practices.
The previous studies have shown that the concept of HRM has been adopted on a wider manner and has its presence felt in the emerging and the developed markets. The main focus of this study will be to identify the practices of HRM that is present in the chain of independent hotels in Australia.
The recruitment process of the organizations is done based on the recommendations that are provided by the senior members of the organization along with the advertisements that are placed in the newspapers along with the online advertisements. It can be seen that internet acts as a better source for the process of recruitment, as the social media provides a wide base of individuals who are attracted towards the job profiles of the organizations (Holland & Jeske, 2017). The skilled and efficient workers can be addressed from the National Employment Service along with the advertisements that are posted on the internet. The use of the public networks also act as an innovative method that are being used by the organizations and is dependent on the category of employees (Stone & Dulebohn, 2013).
According to the research that was conducted showed that recruitment practices were based on the nature of effectiveness and the assessment of the utility. The basic strategies that were used in the process of recruitment were to create a database of the potential candidates so that the employers can understand the experience that they have and the level of education and training that they have received. The selection of the candidates was done on the basis of recommendations and the training that has helped them in coping up with the problems that they might face within the organization. The effectiveness of the employees has also been taken in to consideration so that it can help in delivering the best services to the customers in an efficient manner (Rees & Smith, 2017).
The interviews that are conducted by the management are based on individuals so that better attention can be given to them. This will help in selecting the workers who are skills and the ones who are capable of managing the work in a better way. Apart from the interviews, the employees are also made to fill out the application forms so that it can help in proper selection of the employees in the particular departments of the organization. The organizations have special programs that help them in hiring the workers related to the specific departments. This has helped in maintaining a better level of uniformity in the method of selection with respect to level of intensity that is required within the organization (Russell & Brannan, 2016).
The HR managers of the organization conduct the process of interview so that the candidates can be associated with the objectives and the goals of the organization. This helps in selecting the potential candidates so that the values of the organization can be served in a better manner. The HR is responsible in screening the applications of the candidates so that the deserving persons can be called for the interview process. This will help the organization in selecting the best people that are available in the labor market. The selection of the candidates is based on the level of education and the experience that they have gathered from the other organizations. This will help the organization in understanding the level of potential of the employees so that they can be placed accordingly. This also helps the organization in benefitting from the candidates, as they will have a proper knowledge about the method of work in the organization (Holland & Jeske, 2017).
The process of selection is an important job, as it helps in relating the goals and the objectives of the company with that of the employees so that the level of production can be increased. The use of the right tools that are present in the process of selection is important, as it will help in selecting the better candidates. Since a lot of cost in involved in the process of selection for the organization, it is very important to hire the best candidates. If the process of hiring is wrong, then it might lead to loss, as the orientation and the training of the employees will go in to vain. There are also legal concerns that the organizations are bounded by, which does not create any problem in misaligning the selection criteria and the process of job for which the candidates are being hired. These legal bindings help in providing the opportunities to all the candidates irrespective of their age, religion, disability, race and sexual orientation (Nieves & Quintana, 2016).
The training of the employees by the hotel organization involves huge costs, as it helps the employees in serving the customers in a better manner. The reason for the training of the employees is that it helps them in getting appraisal based on the performance that they show within the organization (Stone & Dulebohn, 2013). It also helps them in benchmarking their status so that their performance can be improved. The hotel organizations will also benefit due to the overall development of the employees, as it will help in increasing the efficiency and the level of productivity within the organization. The success of the training process will help the employees in bringing same changes within the organization with the level of services that they provide within the company (Rees & Smith, 2017).
The training of the staffs is done based on the level of education that they possess so that they can understand the methods that are being in the process of training. This will help them in grasping the knowledge so that they can perform in a better way. The training that is provided to the employees is based on improving the skills with respect to communication so that it can help the employees in easily communicating with the customers. The employees have to be provided training with computers as well so that it can help them in managing the office and the administrative duties (Brewster & Hegewisch, 2017).
The most important training that is provided to the employees is the way through which they have to interact with the customers. This will help them in increasing the level of customer service so that the needs and demands of the customers can be met at a faster rate. The training also allows the employees in diversifying their views with respect to the techniques that they need to apply so that it helps them in broadening their views regarding the different religions and races of people who will come to the organizations as guests (Subramaniam, Selvanayam & Yogarajah, 2016).
The managers play an important role in improving the development programs that will be supplied to the employees. The valuable insights that will be provided by the managers will help in mentoring the employees regarding the improvement of the skills and knowledge. The support from the managers will help the employees in incentivizing their performance within the work place. The knowledge and the development training that is being provided to the employees are for a limited period of time, as it becomes obsolete due to the rise in the new methods of training (Hollland & Jeske, 2017). The hotel industry has to be updated with the new methods of training so that it can help in implementing the new practices so that the employees can have a better process in learning the ideas. The process of learning and development has to be developed regularly by putting in more efforts for the campaign to be successful. The training program has to be flexible in nature so that the employees can dedicate a specific time in undergoing the process so that they can practically help the organization as well (Russell & Brannan, 2016).
The satisfaction of the customers play an important part in the hotel industry, as it helps them in maintaining their customer base and loyalty. The main aim of the hotel industry is to retain the customers so that they do not shift to any other organization. The satisfaction of the customers is dependent on the quality of services that are being provided to them within the organization (Torres & Kline, 2013).
The main strategy that can be used by the hotel organization is the concept of benchmarking that will help in enhancing the level of satisfaction among the customers. The use of benchmarking is that it will help the organizations in learning from their competitive organization, as the informations do not maintain any secret policy in safe guarding the information. The only thing that sets them apart is the level of innovation that is being used in the organization. The process of innovation helps the organizations in creating new strategies so that it can help them in gaining competitive advantage (Ali & Amin, 2014).
The level of satisfaction has to be achieved by the employees by understanding the tastes and preferences of the customers so that they can be served in an efficient way. The satisfaction of the customers has to be given utmost importance by the management so that the main objective of the company will be to provide the best services. It is important for the hotel organizations to involve all the stakeholders so that it can help in improving the products and the services that are being offered by them to the customers (Li, Ye & Law, 2013).
The satisfaction of the customers and the quality of service are two of the major aspects that are present in the marketing theory. The current world is facing intense level of competition, which can be eliminated by developing competitive strategies that will be advantageous for the companies. This results in providing quality of services to the customers so that they can be satisfied (Liat, Mansori & Huei, 2014).
The quality of service is an important determinant is identifying the satisfying that is derived by the customers in the hotel industry. Thus it can be said that the satisfaction of the customers depend on the specific transactions that is with respect to the perceived and the predicted service. This can be determined by taking in to consideration the various attitudes of the customers so that it can be oriented with the situations that they face within the organization (Ali & Amin, 2014).
The measurement of the quality of service and the satisfaction that is received by the customers has to be measured in a precise manner so that it can help in focusing on the important aspects that are required in the service. Apart from the price and the quality of the product aspect that is being offered by the organization, the quality of the service is also an important component for measuring the satisfaction of the customers (Amin et al., 2013).
This figure represents the relationship between the levels of satisfaction that is derived by the customers along with the quality of service that is being provided by the organization. This will help in improving the quality of the service by evaluating the perception of the customers based on reliability, assurance, tangibility, empathy and responsiveness. Then level of satisfaction is inclusive of the influences that are present in the perception by the customers regarding to the price and the quality of product along with the personal and the situational factors.
The past researches have shown that the quality of service and the satisfaction level of the customers are related to the aspects that are present in the process of business. It is seen that if the perceived quality related to service is high then it would lead to increase in the level of satisfaction among the customers (Jani & Han, 2014).
The customer services are oriented on the basis of the five R’s that are as follows:
Reachable- The providers of the service have to be reachable so that it can ensure to extend whatever help is required by the customers.
Responsive- The service providers have to handle the problem of the customers in a proper manner so that the reaction can be frequent in nature that will help in measuring the promptness of the services.
Readable- The readability is the level of communication that has to be concise and clear so that it can be communicated via mail or phone. This will help the employees in serving the customers in a better manner (Kim et al., 2013).
Reliable- The reliability of the customers is that they can count on the organization in delivering the services that has been promised to them.
Reasonable- The employees have to be open to the questions and the concerns that are being asked by the customers so that it can help the customers in getting better information regarding the duties of the organization (Jani & Han, 2014).
The improvement of the customer satisfaction can be done by encouraging the confrontations based on face-to-face conversations. This will help in improving the services, as the customers will be able to express their feelings in a better way. It is also necessary for the employees to be friendly and courteous so that the customers can feel homely within the environment. This also helps in solving the problems, as the customers will know the fact that they are working in a positive manner to enhance their services towards them.
The human resource manager has to organize the process of interview so that it will help in managing the candidates in a better way. This will help in selecting the best candidates that are present in the labor market to serve in the hotel organization. The process of interview will be beneficial for the company, as it will help them in understanding the level of education that the candidate possess so that they can be placed accordingly. The importance of the interview process is that the preference of the candidates will also be taken in to account so that it can help in determining the position that they are looking forward (Markovic & Raspor Jankovic, 2013).
The HR has to post advertisements on the newspapers and the websites so that it can help in attracting the candidates towards the organization. The description of the job has to be given in an elaborated manner so that it can help the potential candidates in understanding the nature of the job process so that they can show their willingness in approaching the organization (Russell & Brannan, 2016).
The HR has to be competent enough so that it can help in making the candidates understand the training and development process that they have to undergo so that it can help them in associating themselves with the goals and objectives of the company. The use of the proper process of training will help in grooming the candidates so that they can increase their level of productivity within the organization. The hiring of the experts in the hotel will help in the conduction of successful workshops so that the candidates can be groomed and help in serving the customers in a proper manner. It will also help them in honing their communication skills so that communicating with the customers will be easier for them and help the customers according to their tastes and preferences (Ali & Amin, 2014).
Conclusion
Thus it can be concluded that the use of factors such as selection, recruiting and training and development of the employees in the hotel organization will help in providing the services that can help in satisfying the customers. This will help the organization in building a better base of customers and increase the level of loyalty among them as well.
Reference List
Ali, F., & Amin, M. (2014). The influence of physical environment on emotions, customer satisfaction and behavioural intentions in Chinese resort hotel industry. Journal for Global Business Advancement, 7(3), 249-266.
Amin, M., Yahya, Z., Ismayatim, W. F. A., Nasharuddin, S. Z., & Kassim, E. (2013). Service quality dimension and customer satisfaction: An empirical study in the Malaysian hotel industry. Services Marketing Quarterly, 34(2), 115-125.
Brewster, C., & Hegewisch, A. (Eds.). (2017). Policy and Practice in European Human Resource Management: The Price Waterhouse Cranfield Survey. Taylor & Francis.
Holland, P., & Jeske, D. (2017). Changing Role of Social Media at Work: Implications for Recruitment and Selection. In Electronic HRM in the Smart Era (pp. 287-309). Emerald Publishing Limited.
Jani, D., & Han, H. (2014). Personality, satisfaction, image, ambience, and loyalty: Testing their relationships in the hotel industry. International Journal of Hospitality Management, 37, 11-20.
Kim, S. H., Cha, J., Singh, A. J., & Knutson, B. (2013). A longitudinal investigation to test the validity of the American customer satisfaction model in the US hotel industry. International Journal of Hospitality Management, 35, 193-202.
Li, H., Ye, Q., & Law, R. (2013). Determinants of customer satisfaction in the hotel industry: an application of online review analysis. Asia Pacific Journal of Tourism Research, 18(7), 784-802.
Liat, C. B., Mansori, S., & Huei, C. T. (2014). The associations between service quality, corporate image, customer satisfaction, and loyalty: Evidence from the Malaysian hotel industry. Journal of Hospitality Marketing & Management, 23(3), 314-326.
Markovi?, S., & Raspor Jankovi?, S. (2013). Exploring the relationship between service quality and customer satisfaction in Croatian hotel industry. Tourism and Hospitality Management, 19(2), 149-164.
Torres, E., & Kline, S. (2013). From customer satisfaction to customer delight: Creating a new standard of service for the hotel industry. International Journal of Contemporary Hospitality Management, 25(5), 642-659.
Nieves, J., & Quintana, A. (2016). Human resource practices and innovation in the hotel industry: The mediating role of human capital. Tourism and Hospitality Research, 1467358415624137.
Rees, G., & Smith, P. (Eds.). (2017). Strategic human resource management: An international perspective. Sage.
Russell, S., & Brannan, M. J. (2016). “Getting the Right People on the Bus”: Recruitment, selection and integration for the branded organization. European Management Journal, 34(2), 114-124.
Stone, D. L., & Dulebohn, J. H. (2013). Emerging issues in theory and research on electronic human resource management (eHRM).
Subramaniam, B., Selvanayagam, J., & Yogarajah, V. (2016). Impact of Recruitment and Selection, Training and Development, Performance Evaluation, and Compensation (HRM Practices) on Employees’ Trust.
This chapter helps in understanding the methodologies that has to be used in the process of research so that it can help in completing the research in an efficient manner (Gast & Ledford, 2014). This process has helped in analyzing the datas that were collected while conducting the process of research. The main aim of this research is to identify the human resource practices such as selection, recruitment and training of the employees so that it can help in satisfying the customers in the hotel industry (Mackey & Gass, 2015). The research has been conducted based on interviews that were conducted on the guests of the hotel so that the data can be collected from them in a unanimous manner. The survey was based on different questions where the responses of the customers were collected so that it can be processed and used in the study of the research (Taylor, Bogdan & DeVault, 2015).
This process of research is used to procure the data and thoroughly observe the surrounding when the interview is being conducted. The responses that are collected through this method helps in providing better insights regarding the information of the programs. It also helps inn predicting the thinking capability of the people so that the feelings can be considered but not expressed to the audience. The researcher can get better information regarding the activities that are surrounding the participant and the reason behind it (Silverman, 2016).
The strength in this method is that the responses that will be collected will be free from the biasness and the reliability level is very strong. The information that is collected is specific in nature. The weakness of this method is that the measurement of the materials may be qualitative in nature, which may lead to use of wrong techniques in analyzing the techniques (Vaioleti, 2016).
This study of the research process will be based on primary sources, as the researcher will be interviewing the manager of the hotel. This will help the researcher in conducting the study in an authenticate manner, as the response that will be collected will be provided by the manager that will be analyzed and discussed by the researcher through different themes (Smith, 2015).
The deductive approach will be considered by the researcher in this study, as it will help him in reaching to a definite conclusion that is linked with the different themes adopted by the researcher. The deductive approach will also help the researcher in gaining insights from the researches that have been conducted earlier so that it can help in gaining more knowledge (Gast and Ledford, 2014).
The research will be conducted in a descriptive manner so that it can help the researcher in achieving all the information so that he can have a better perspective regarding the topic that has been selected for the study (Panneerselvam, 2014).
The research will be conducted by taking in to account the interview that will be conducted with the general manager. The level of experience that the person has will help in collecting the information in a better manner (Smith, 2015).
The researcher will use the technique of purposive or judgmental sampling where he will decide the individuals who will be present during the collection of the information. The individual that will be chosen by him will help the researcher in understanding the topic in an extensive manner (Panneerselvam, 2014).
The face-to-face interview will be conducted with the General Manager of the hotel where the researcher will be asking 10 open-ended questions to the managers. The questions that will be asked by the researcher will be sent to the office of the manager so that he can have the answers ready. The knowledge and experience of the manager will help in completing the process of interview within an approximate time of 1 hour.
The data has been collected in a process of interview with the general manager of the hotel. The researcher will provide the sample questions to the individual so that it can help him in analyzing it and answering it in a better way (Gast & Ledford, 2014).
The data that will be collected will be through the qualitative method of research. The process of interview will be recorded and transcript so that it can help in analyzing the data in a better way by the researcher. The researcher will identify the themes on basis of which the process of interview will be conducted along with the patterns that are related to each other. The analysis will be conducted through various themes that will be set by the researcher. The technique of thematic analysis helps in the collection of themes in a qualitative manner so that responses can be created by transcription of the data (Bauer, 2014).
While conducting the process of research, the researcher has to maintain some etiquettes and policies so that the research can be done in a proper manner. The researcher has to have patience so that the interviews that are being conducted with the customers can help him in collecting the information in a better way. The researcher has not used any kind of external force in pressurizing the participants to undergo the process of interview, as most of them were busy with their work when they checked in to the hotel. The researcher needs to conduct the process in an unbiased manner so that the manipulation of the information can be reduced. The researcher has to abide by the Data Protection Act so that the name of the participants are not disclosed failing which the researcher may have to face severe punishment.
The process of research study was conducted within a specific period, which has led to the process being limited in collecting and gathering more information. The factor of time had checked the researcher in exploring the boundaries in a vast manner so that the research could be conducted taking in to consideration all the literature sources. Another factor that posed as a problem for the researcher was the factor of cost and budget. Since the researcher has a low budget, some of the important aspects, as collecting the information from the paid journals was restricted. This would have helped the researcher in analyzing the present literature in a better way.
Reference List
Bauer, G. R. (2014). Incorporating intersectionality theory into population health research methodology: challenges and the potential to advance health equity. Social Science & Medicine, 110, 10-17.
Brinkmann, S. (2014). Interview. In Encyclopedia of Critical Psychology (pp. 1008-1010). Springer New York.
Flick, U. (2015). Introducing research methodology: A beginner’s guide to doing a research project. Sage.
Gast, D. L., & Ledford, J. R. (Eds.). (2014). Single case research methodology: Applications in special education and behavioral sciences. Routledge.
Mackey, A., & Gass, S. M. (2015). Second language research: Methodology and design. Routledge.
Panneerselvam, R. (2014). Research methodology. PHI Learning Pvt. Ltd..
Silverman, D. (Ed.). (2016). Qualitative research. Sage.
Smith, J. A. (Ed.). (2015). Qualitative psychology: A practical guide to research methods. Sage.
Taylor, S. J., Bogdan, R., & DeVault, M. (2015). Introduction to qualitative research methods: A guidebook and resource. John Wiley & Sons.
Vaioleti, T. M. (2016). Talanoa research methodology: A developing position on Pacific research. Waikato Journal of Education, 12(1).
Essay Writing Service Features
Our Experience
No matter how complex your assignment is, we can find the right professional for your specific task. Contact Essay is an essay writing company that hires only the smartest minds to help you with your projects. Our expertise allows us to provide students with high-quality academic writing, editing & proofreading services.
Free Features
Free revision policy
$10Free bibliography & reference
$8Free title page
$8Free formatting
$8How Our Essay Writing Service Works
First, you will need to complete an order form. It's not difficult but, in case there is anything you find not to be clear, you may always call us so that we can guide you through it. On the order form, you will need to include some basic information concerning your order: subject, topic, number of pages, etc. We also encourage our clients to upload any relevant information or sources that will help.
Complete the order form
Once we have all the information and instructions that we need, we select the most suitable writer for your assignment. While everything seems to be clear, the writer, who has complete knowledge of the subject, may need clarification from you. It is at that point that you would receive a call or email from us.
Writer’s assignment
As soon as the writer has finished, it will be delivered both to the website and to your email address so that you will not miss it. If your deadline is close at hand, we will place a call to you to make sure that you receive the paper on time.
Completing the order and download