1.1.3. Types of services available in the hotel
Hotel products and services include two types: main services and additional services:
- Main services: are room service and food service to satisfy the essential needs of guests when they stay at the hotel.
Maybe you are interested!
-
Analysis of the Current Situation of Human Resource Management at Do Son Tourism Joint Stock Company. -
Solutions to improve human resource management at Anh Viet Informatics Company Limited by 2015 - 5 -
Situation of Joint Stock Company 207 2.2.1. Situation of Human Resource Management at the Company -
Human resource management at Electricity Corporation of Lao PDR - Theory, practice and solutions - 2 -
Credit risk management at the branch of the Bank for Agriculture and Rural Development of Kon Tum province - current situation and solutions - 2
- Additional services: are services other than the two types of services above to satisfy secondary needs during guests' stay at the hotel. For additional hotel services, they are divided into mandatory additional services and optional additional services depending on the regulations in the hotel classification standards of each country.
1.2. Characteristics of labor in the hotel business
- Hotel labor is highly specialized.
- The working process in the hotel business is under extremely stressful psychological pressure.
- Labor in the hotel business includes both labor in the production of goods and labor in the service sector.
- The labor process in hotels is difficult to apply mechanization and automation.
- Labor in the hotel business is seasonal.
Thus, it can be said that labor in hotels has different characteristics compared to other fields. Managers must master these characteristics in order to have a way to organize and manage resources in hotels appropriately, bringing high efficiency, achieving the goals set by the business.
The characteristics of hotel labor require human resource management to:
+ Both saving labor and ensuring labor quality while labor in hotels has a high turnover coefficient, tends to increase and is larger than in other fields.
+ Labor norms, determining specific and accurate tasks for each position, ensuring rationality and fairness in the distribution of both material and spiritual benefits.
1.3. Human resource management in hotel business
1.3.1. Concept
* Administration
Currently, there are many concepts of management, but the concept of "Management is the organized and oriented impact of the management subject on the management object to most effectively use the potential and opportunities of the organization to achieve the set goals" [11, p. 4] is used quite commonly.
From this concept, we can see that management is a continuous and necessary activity when people come together in an organization. It is a process to create strength, to link issues together in the organization and to promote issues in motion. The goal of management is to create surplus value, that is, to find the appropriate way to do the job to achieve the highest efficiency with the least cost of resources.
* Human resource management
The most general concept of human resource management is understood as follows: "Human resource management is the activities aimed at enhancing the effective contributions of individuals to the goals of the organization while simultaneously trying to achieve social and personal goals" [14, p. 5] .
1.3.2. Content of human resource management in hotel business
1.3.2.1. Human resource planning
Human resource planning is the process of assessing and identifying human resource needs to meet an organization's business objectives and developing workforce plans to meet those objectives.
Human resource planning plays an important role in strategic human resource management. The skilled workforce of an enterprise is increasingly recognized as a competitive advantage of the enterprise, because it is often said that “talented people are the lifeblood of the nation”. Therefore, human resource planning plays an important role as planning for capital and financial resources of the organization. Any enterprise that wants to survive and stand firm in the competition, it is necessary to conduct strategic human resource planning.
Human resource planning is the basis for human resource staffing, training and human resource development activities.
Human resource planning is closely related to the strategic planning of the enterprise's production and business. The size and structure of the workforce must be determined based on the production and business plan of that enterprise. Therefore, to achieve the organization's goals, human resource planning must originate from the production and business plan, serving the organization's production and business plan.
Forecasting human resource demand: Human resource demand is the number of human resources needed to complete a number of products and services of the hotel in a certain period. When forecasting human resource demand, the hotel must take into account its business plan, the scale and ranking of the hotel, the economic situation, and the political situation.
When forecasting human resource demand, priority should be given to the existing capabilities within the hotel before looking for external human resources.
Forecasting labor supply: Labor supply is the number of people inside and outside the hotel who are willing to work for the hotel.
Balancing supply and demand of human resources, solutions to overcome the imbalance of supply and demand. After the hotel has predicted the quantity of supply and demand of human resources for each of its departments, if:
Supply is greater than demand for human resources: this may be due to a decrease in demand for hotel products and services, leading to a surplus of labor, or it may be due to the hotel's business operations being at a loss, requiring a reduction in labor.
Supply of human resources is less than demand for human resources: In this case, the demand for labor for hotel business activities is greater than the number of workers available. Therefore, the hotel needs to have measures to exploit and mobilize the labor force inside and outside the hotel.
Human resource demand equals human resource supply: In this case, it is ideal for the hotel when the demand for human resources needed to complete the work, the number of products and services is equal to the number of employees currently in the hotel. Therefore, the hotel needs to ensure that the human resources operate effectively, improving the productivity of the hotel's workforce.
1.3.2.2. Job analysis
In hotels, due to the high level of specialization, there are many different specialized departments. Therefore, it is necessary to design and analyze jobs in hotels. Job analysis is the first concern of human resource managers in a hotel. This content is to describe the job requirements for the person performing the job and
standards for performing work. “Job analysis is the process of systematically collecting documents and evaluating important information related to specific jobs in an organization to clarify the nature of each job” [2, p. 24]. Effects of job analysis:
Job analysis helps hotels set their expectations for employees and make them understand those expectations. As a result, employees understand their responsibilities and obligations at work. At the same time, job analysis is a prerequisite for effective human resource management activities.
When analyzing a job, it is necessary to develop two basic documents: a job description and a job specification.
A job description is a written document that explains the duties, responsibilities, and working conditions of a job. It identifies what to do, where to do it, and briefly describes how to do it… Job description structure:
+ Title
+ Parts
+ Direct leader
+ Main tasks
+ Side quests
+ Relationships
+ Authority
+ Working time and conditions
Thus, the job description as a legal basis for managing employees is one of the tools that can be used to measure the performance of employees' duties according to each position they hold.
Job specification: A job specification is a document that lists the requirements for personal competence such as education, work experience, problem-solving ability, other skills and personal characteristics suitable for the job. A job specification for the performer helps them understand what kind of human resources the hotel needs to best perform the assigned job.
1.3.2.3. Recruitment and selection of human resources
Any business must always ensure that it has employees with the capacity and qualifications to undertake specific jobs in the necessary positions, at the appropriate times to complete the set goals. To achieve the goals, the hotel must select the right people. The recruitment and selection process is to find the most suitable candidates for the hotel's job positions.
* Human resource recruitment process in hotels Step 1: Recruitment planning
In recruitment activities, the hotel must determine the number of people to recruit for each job position. The number of people recruited is usually always greater than the number of people needed to be selected to serve the needs of the job. In planning recruitment for each different department in the hotel, we must determine the screening rate reasonably and accurately.
Step 2: Identify recruitment sources and methods.
In order to recruit enough quality and quantity of workers that the hotel needs, the hotel must base on each job position to recruit people. When recruiting within the hotel, the following methods can be used:
Use the “job posting” board which is a public recruitment board for all employees in the hotel.
Use hotel employee referrals to find the right person for the job quickly and specifically.
Use the support of human resource information systems stored in the organization's human resources software.
When recruiting from outside the hotel, the following methods can be used:
Use the referral of the hotel staff.
Through media such as radio, television, newspapers...
Using referrals from job placement centers, job fairs, universities, colleges, vocational schools, etc. This method allows candidates to have direct contact with employers. At the same time, candidates and employers will receive more information, creating the ability to make the right decisions in recruitment within the hotel or outside the hotel.
Step 3: Cost of recruitment activities
Recruitment is essentially the process of attracting employees to the hotel, from the social workforce and within the business. The hotel needs to determine the number of employees to recruit for each department.
different departments, from which to plan the costs that the hotel must spend on recruitment activities, costs for recruitment planning, advertising...
Step 4: Advertise
Once the number of employees needed for each department in the hotel has been determined, it is necessary to select areas for recruitment, that is, to advertise to find the right people in the right place. This is the deciding factor in the success of the recruitment process.
Step 5: Human resource selection.
It is the process of selecting from a pool of successful candidates to find the most suitable person for the job requirements. This process is carefully considered based on the actual needs of the hotel.
Step 6: Evaluate the recruitment process.
After completing the recruitment process, the hotel needs to review to see if it has been completed well:
Is the screening rate for each department reasonable? How effective is the advertising?
How much does it cost to recruit? Information about candidates.
1.3.2.4. Human resource training and development
Training and human resource development are activities that help equip employees with the necessary knowledge and skills to perform their jobs well. Training and human resource development create opportunities for individual employees as well as hotels to grow.