Study on human resource management activities of the reception department at Lac Long Hotel - Hai Phong

1. Reason for choosing the topic

INTRODUCTION

In recent years, our country's tourism has developed strongly, contributing a significant part to the country's GDP. To achieve such results is thanks to one of the significant contributions of the hotel industry.

However, the integration process is also putting the tourism industry in front of great challenges with great pressure on the market, with fierce competition. To survive in the tourism industry in general, the business activities of hotels in particular must find positive solutions to find a place as well as create revenue and their own brand. Due to the nature of hotels being service businesses, the labor of this industry is also more special than other industries in both the nature and content of work. Therefore, to achieve their goals, businesses must have policies to manage and develop human resources in the most effective and scientific way.

So what should be done to achieve high efficiency in this work? This is a big issue that any manager is concerned about because this activity has a direct impact on the quality of products and services that the hotel provides.

Maybe you are interested!

Reality has shown that currently the quality of products and services that hotels provide to customers is not good, lacking professionalism, one of the reasons is that hotels have not really done a good job of human resource management.

In Hai Phong today, the tourism industry in general and the hotel business in particular are having a quite vibrant market, many modern hotels, meeting 3-star quality standards or equivalent are being invested in and built. Besides the hotels with a fairly early development history and making a significant contribution such as Lac Long Hotel to the development of city tourism, we cannot fail to mention new hotels such as Pho Xanh Marina, Menrva, Momizi... However, currently, one of the problems that hotels are facing is that human resource management is not really good, this has a significant impact on the business efficiency of the hotels.

Based on that reality, after the research process, the author decided to choose the topic: "Research on human resource management activities of the reception department at Lac Long Hotel" as the topic of his graduation thesis.

2. Research purpose and tasks.

2.1. Purpose

Study the reception human resource management in Lac Long hotel as well as propose solutions to improve the reception human resource management in the hotel, contributing to improving the hotel's business efficiency.

2.2. Research tasks

- Theoretical basis system of hotel business and human resource management of hotel reception department.

- Study the current status of human resource management in the reception department at Lac Long Hotel - Hai Phong.

- Propose solutions to improve human resource management in the reception department at Lac Long Hotel.

3. Research subjects

Human resource management of the reception department in the business activities of Lac Long Hotel - Hai Phong.

4. Scope of research

- Location: Lac Long Hotel – Hai Phong.

- Time: 2017-2019.

5. Thesis layout

In addition to the introduction, conclusion, and references, the thesis content includes 3 chapters:

Chapter 1: Some basic theoretical issues on human resource management in the hotel reception department.

Chapter 2: Human resource management activities of the reception department at Lac Long Hotel.

Chapter 3: Some solutions to improve the efficiency of reception human resource management at Lac Long Hotel.

CHAPTER 1: SOME BASIC THEORETICAL ISSUES ON HUMAN RESOURCE MANAGEMENT OF THE HOTEL RECEPTION DEPARTMENT

1.1. Some basic concepts

1.1.1. Hotels and hotel business

Hotel

Hotels are temporary accommodations for tourists, providing necessary services to serve tourists who need to rest, eat, and organize conferences... Along with the development of the economy and the increasing needs of human life, the facilities in hotels are becoming more modern and the staff is more attentive.

A hotel is an independently built architectural structure with 10 or more bedrooms, ensuring quality in terms of facilities, equipment, and necessary services to serve tourists who need to rest and eat.

Hotel business

Hotel business is a business activity based on providing accommodation, food and beverage services, and additional services for guests to meet their food, rest and entertainment needs at tourist destinations for the purpose of making a profit.

In addition to the two main needs of eating and sleeping, hotel guests also have the need for meetings, medical treatment, entertainment, beauty care, etc. And to meet those needs, the hotel business has added entertainment, sports, medical, beauty care, laundry services, telephone services, payment services, transportation services, etc.

1.1.2: Characteristics of hotel business

Hotel business has the following basic characteristics:

- As a service business, the products created mainly require human-to-human contact, so it has its own unique characteristics.

- Depends on tourism resources at tourist destinations.

- Can only be carried out successfully in places with tourism resources, because tourism resources are the factors that promote and urge people to travel. Where there are no tourism resources, there can be no tourists. So it is clear that tourism resources have a very strong influence on hotel business. On the other hand, the receptiveness of tourism resources at each tourist destination will determine the scale of the hotel in the area. The value and attractiveness of tourism resources have a decisive effect on the ranking of the hotel. Therefore, when investing in the hotel business, it is necessary to carefully study the parameters of tourism resources as well as the target customer groups and potential customers attracted to the tourist destination to determine the technical indicators of a hotel project when investing in construction and design. In addition, the characteristics of architecture, planning and characteristics of technical facilities

The quality of hotels at tourist destinations also affects the increase or decrease of the value of tourism resources at tourist centers.

- Hotel business activities are largely created by the workforce directly creating services, so this business requires a large workforce.

- Hotel business activities take place continuously 24/24 hours and work regardless of holidays, on the other hand, the work is highly specialized, so it is necessary to have a team of human resources to exchange and change shifts to meet the maximum needs of customers in terms of quality as well as ensure the health of workers. This is a difficult problem for hotel managers because they always have to face difficulties in relatively high direct labor costs, it is difficult to reduce these costs without negatively affecting the quality of hotel services. Difficulties in recruiting, selecting and assigning their human resources. In seasonal business conditions, hotel managers 7 often consider minimizing labor costs in a reasonable way a big challenge for them.

- Hotel business requires a large amount of investment capital. This characteristic comes from the requirement for high quality of hotel products: requiring the components of the hotel's technical facilities to also be of high quality. That is, the hotel's technical facilities increase along with the increase in hotel ranking. The luxury of the equipment installed inside the hotel is a reason for the high initial investment cost of the hotel project.

In addition, this characteristic also comes from another cause such as: high initial cost of hotel infrastructure, land cost for a large hotel project.

- Hotel business activities are regular. Hotel business is governed by a number of factors, and operates according to a number of laws such as: natural laws, socio-economic laws, human psychology laws... Regardless of which law it is governed by, it will cause negative and positive impacts on hotel business. The problem for hotels is to carefully study the laws and their impacts on the hotel in order to proactively seek effective measures to overcome their adverse impacts and promote their beneficial impacts to develop effective business activities.

1.1.3. Concept and characteristics of human resources in hotels

Concept

a) Human resources

The human resources of an organization are formed on the basis of individuals with different roles and linked together according to certain goals. Human resources are different from other resources of enterprises due to the nature of human beings.

b) Human resources in the hotel

Human resources in a hotel are a group of staff working at the hotel, contributing their strength and intelligence to create products that achieve revenue and profit goals for the hotel.

Characteristics and human resources in hotels

a) Seasonality

Hotel labor in particular, and labor in the tourism industry in general, are highly variable in season. During the main season, due to the large number of guests, the service staff must also be high and must work with great intensity, and conversely, during the off-season, only a small number of employees in the security and management departments are needed.

b) Hotel labor is highly industrialized and disciplined.

During the working process, employees need to have quick, accurate and synchronized operations. Labor in hotels cannot be highly automated because the products in hotels are mainly services, so it is very difficult to replace the labor force in hotels because if replaced, it will easily affect business operations.

c) Characteristics of age and gender structure

* By age

Hotel labor requires a young workforce, the average age is usually from 20 - 40 years old. This age varies by department and each specific hotel, usually the age of workers in each department is distributed as follows:

- Reception: 20 - 25 years old.

- Desk department: 20 - 30 years old.

- Chamber department: 25 - 40 years old.

- Management department: 40 - 50 years old.

*By gender

By gender, hotel workers are mainly female, because they are very suitable for housekeeping, bar, desk, and reception. The remaining men only work in management, security, and kitchen departments.

d) Job rotation

Hotel labor is subject to seasonal, age, and gender influences, so there is a rotation in work. At a certain point in time, human resources can be mobilized and rotated between departments. When a department requires a young workforce that the current staff cannot meet, they must be transferred to another suitable department. This is also one of the issues that hotel managers need to pay attention to and solve.

1.1.4. Types of human resources in hotels

- General management staff (Board of Directors): Is the department with the highest administrative function in hotel management. Under the leadership and guidance of the board of directors to establish work plans, rules and regulations to achieve set business goals.

of the Board of Directors or the Board of Management. In addition to the position of Director, the general management department also includes: Deputy Director, Assistant Director, Secretary. The functions, duties, and powers of each of these positions are decided by the Hotel Director according to the hotel's charter and other legal documents.

- Reception staff: Functions of introducing, selling rooms and service products, receiving room reservations and arranging guest rooms; welcoming guests and performing hotel registration procedures for guests, serving guests during their stay at the hotel (resolving complaints, providing service information, etc.); monitoring, updating, summarizing expenses and paying guests; performing shift handover at the end of their shift.

- Room service department staff: Perform the function of room service business. Guests who register for a room must be received attentively and politely. When they arrive, they must be warmly, kindly and thoughtfully welcomed, and arranged into the correct room type that they booked before coming to the hotel. Rooms must be cleaned daily and supplemented with necessary items... To perform this function, the room service department is divided into departments and components and is called teams and departments. The work of these teams depends on each other and requires close coordination of activities between teams.

- Food and beverage department staff: This department is responsible for selling food and beverages to serve the dining needs of guests during their stay at the hotel, constantly improving the economic and social efficiency of the hotel.

- Technical department staff: performs the function of managing the hotel's technical facilities, providing the necessary technical conditions for the hotel to operate normally and ensuring the quality of hotel services.

- Marketing department staff: is the bridge between consumers and the hotel's internal resources. Perform the function of proposing and organizing the implementation of marketing strategies and implementing the hotel's marketing plan, continuously improving the hotel's economic and social efficiency.

- Human resources department: This department does not directly serve customers, but is an important department for the hotel to operate effectively. It performs the function of proposing and organizing the implementation of human resources strategies and implementing the hotel's human resources plan, continuously improving the economic efficiency and social efficiency of the hotel. This department can be divided into three sub-departments: recruitment, training, management and welfare. The positions of this department are decided by the hotel's general director based on the proposal of the director of human resources management.

- Finance and accounting department: this department performs both advisory and operational functions. It performs the function of outlining and organizing the implementation of financial strategies and financial plans of the hotel.

1.1.5. Hotel reception department

The Front Desk department is the representative of the hotel, the salesperson, providing all hotel information to guests.

- The Reception Department is the place to receive and resolve all complaints from customers and is the department that understands all the tastes and preferences of customers.

1.1.5.1. The role of the reception department in the hotel

The role of the receptionist is considered as: "The nerve center" of the hotel. Here, guests come to book rooms, register at the hotel, exchange information, check out, pay... All hotel activities are related to the receptionist.

The reception is also the place to receive information and send all information to other departments in the hotel. The reception is the representative of the hotel, the "salesman", providing all information about the hotel's services to guests. The reception department is also the first department to contact guests, creating the first impression for guests about the quality of service of the hotel.

The reception is the place to receive and resolve all complaints from customers and is the department that understands all the tastes and preferences of customers. The reception plays an important role in helping the board of directors outline strategies to perfect products and markets.

1.1.5.2. Duties of the reception department in the hotel

- Advertising, selling rooms and other hotel services.

- Receive room reservations and arrange rooms for guests. Welcome guests and check-in.

- Directly and coordinate with other departments to serve guests during their stay at the hotel.

- Payment and check out.

- Participate in hotel marketing.

1.2. Human resource management of hotel reception department

1.2.1. Human resource management objectives of hotel reception department

Quality human resources, able to execute the strategies of the front desk department, are always the most important factor among all factors affecting the control of the final work results. Human resource management of the front desk department considers high professional expertise; at the same time, that workforce always strives for the development of the front desk department, is attached and loyal to the interests of the department and the hotel. To do so, the front desk department needs to do a good job of recruiting, building, developing and effectively using human resources based on the requirements of business activities at different times.

With the staff of the ceremony department, human resource management with salary and bonus policies, other material and spiritual incentives policies and an atmosphere

The collective atmosphere in the workplace directly affects their work performance. Another important goal of human resource management in the front office is to understand the thoughts and aspirations of employees, to best meet their needs, and to create conditions for them to maximize their personal capacity and be dedicated to the development of the department and the hotel where they work.

1.2.2. Principles of human resource management in the reception department

Principle of ensuring scalability

Ensuring hierarchy in management and operation means adhering to a continuous and consistent information authority system, in which each employee identifies his or her position on the hotel's organizational chart. Maintaining a unified management order from top to bottom, decentralizing management in human resource management helps to avoid overlap and improve the effectiveness of management activities at the hotel reception department.

Principle of delegation

This principle aims to create a dynamic working environment for employees but still control the final work results to ensure the effectiveness of the organization. Delegation makes the hierarchical organizational model of the hotel reception department operate flexibly and completely. The requirements of delegation are to be clear, complete and ensure effectiveness. The effectiveness of delegation depends on the professional capacity, qualifications, and reputation of both the person assigning the task (superior) and the person receiving the task (subordinate) as well as the management style and actual conditions of the hotel reception department.

Principle of coordination

The coordination principle is built to ensure the smooth, timely and accurate information between departments in the hotel; create a flexible mechanism that allows employees in different departments to coordinate to implement products and services that meet the needs, thoughts and aspirations of the hotel's workforce; build a system of the most common management policies, dedicated to the benefit of the hotel.

Principle of unity

The principle of unity emphasizes the role of the leader, specifically each employee has only one direct superior. The goal of this principle is to avoid overlapping orders from superiors, which makes it difficult and confusing for employees to perform their work and can cause internal conflicts. Unity in management orders ensures that all hotel activities are carried out quickly and smoothly.

Study on human resource management activities of the reception department at Lac Long Hotel - Hai Phong - 2

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