Strategic Human Resource Management in the Hospitality Industry

The provided assignment content discusses various aspects of education and industry certifications in the hospitality and tourism sector. The articles cover topics such as internship performance, human safety and risk management, operations management, cultural pedagogy of sustainable restaurants, strategic roles of human capital, ethics in the hospitality industry, customer relationship management, and quality of life at work in the housekeeping sector. Additionally, the content includes studies on employee turnover and absenteeism, corporate social responsibility, responsible corporate identity, management of tourism and hospitality services, interdepartmental cooperation, and rule violations.

Running Head: HUMAN RESOURCES MANAGEMENT
Human Resources Management

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Introduction to Front Office
In week second, I have learned many things that can be significant to enhance my
performance as a hotel leader in hotel. In this week, I learned about the front office
management where we mainly focus on some significant areas. These are departments with
front office, location of front office, roles and responsibilities in specified department, and the
service cycle. Others are Different services for different type of hotels and guest expectations,
Contemporary changes to traditional roles, Equipment (PMS) and Inventory, and Tutorial:
academic expectations and research. At the same time, I also create my understanding about
front office. As a hotel leader, I seeks that the front office is important department for any
business so all employees have needed to understand the significance of hotel from office
due to easily enhance the revenue in long-term. In addition to this, I also analysed that in the
front office department three managers plays a significant role to solve the front office issues
successfully. These are directors of rooms, front office manager, and assistant front office
manager. Directors of rooms assist front office executive and assistant front office executive.
While, front office executive control assistant front office executive in case they have any
issue then it solve by the office executive. At the same time, front office executive assist duty
officers, night managers, and chief concierges along with some additional employees are also
handling by the front office executive in a significant manner. In additionally, I have good
interpersonal skills, which supports me to make an effective relationship with team members
along with customers. An effective relationship can directly influence the performance and
productivity of an organization significantly. I can also imply my interpersonal skills to boost
my personal life successfully (Armstrong and Taylor, 2014).
I also develop my understanding regarding the guest cycle, which can be imperative part of
the enhancement of the profitability and improve the financial condition of hotel in long-
term. The guest cycle incorporates four important factors such as pre- arrival, arrival,

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departure, and customer experience. Moreover, on behalf of pre-arrival, we develops our
knowledge about creating the reservation, afterward knows the ways of welcoming and
registering the guest significantly. Subsequently, understand the ways of on-going services
and Check out/ settle the account and obtaining feedback (Beardwell, et al., 2014).
The understanding of whole process is significant for me due to assisting the subordinates in
an efficient way. Additionally, I have also create my knowledge towards the communication
in an appropriate manner because communication is essential part of front office wherein
communication is complete among house sales, service delivery to guest, and financial
operation. Additionally, it can be said that effectively communication with team members can
deliver right message while inappropriate communication can create the miss communication
among team members, which can also affects the service delivery of hotels in long term. A
service delivery can directly affects the growth of company (Brewster, et al., 2017).
At the same time, I also understand some significant kinds of activities are completed by the
front office managers, which is also essential for me due to successfully lead the front office
manager in upcoming period. These activities are workforce satisfaction, training and
development, Budgeting, and opportunities for room sales. The most important factor that
bothers me is the enhancement in amount of employees’ turnover (Sparrow, et al., 2016).
I analysed that there are some significant factors that affect employment such as occupancy,
arrival, departure time for the day, kinds of property, location, market classification, rates,
and workforce knowledge capability. Therefore, I learned about approach which can be
essential to decline the employee turnover form an organization in an efficient manner.
Moreover, I learned that motivation is a significant approach that can decline the employee
turnovers and eliminate the factors that can influence the employment. Additionally, I also
learned a way by which employee can easily motivated (Chelladurai, et al., 2017).

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These activities are related to offer the flexibility in working culture, scholarship, monetary
rewards, recognition, and promotion. At the same time, such activities or ways can be
essential for me to overcome the employee turnover issues in upcoming period. I also
enhance my knowledge regarding the application of modern technology in services
successfully (Heizer, 2016).
Technology knowledge can supports me to save my time and cost and improve my
confidence level significantly. I also create my understanding regarding the PMS network to
successfully accomplish the task of an organization by automation. I have also understated
some significant kinds of techniques, which will be beneficial to save time and cost of an
organization and assisting subordinates in long-term (Atkin, et al., 2014).
Executive Housekeeping
In week third, I have learn about the executive housekeeping to getting the work by
subordinates in a significant manner. I gained my understanding about the housekeeping
department significantly, which can be effective to guide the executive of housekeeper and
enhance my confidence level in long-term. I have learned that in housekeeping department
two executives are significant for successfully performing the activities of housekeeper such
as executive housekeeper and attendant supervisor (Glendon, et al., 2016).
The attendant supervisor is assisted by executive housekeeper in the housekeeping
department. At the same time, it can also be said that attendant supervisor two executive and
they also assist many employees. Thus, I also analysed that executive housekeeper should
always be having effective communication level due to directing the subordinates in long-
term and accomplish the task of an organization. Moreover, i also know about some
significant area, which could be essential for enhancing my performance in upcoming period
within the hotel. These areas are such as occupational safety and health management,
housekeeper reporting, and material safety. Others are Inventory control, Communication—

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English as a second language, Room assignment/workload, Training, Cleaning control, and
outsourcing (Halford, 2016).
At the same time, i also learned about the importance of training for the new and existing
workforce, I analysed that training and development can motivate the employees towards
their work. It can also supportive to improve the financial performance of organization in
long-term. Along with this, I also analysed that the understanding regarding training and
development can supports me to direct my group members or subordinates to regarding any
training and development activities issues in upcoming period. I also learned that which kind
of factors can affects the training and development such as time, trainer knowledge,
appropriate resources, location to conduct training and development section (Kavanagh, et
al., 2017).
Therefore, I can be said that a depth understanding regarding training and development can
improve my working style in working place, which can be supportive to obtaining the
organizational goal min less time and cost in long-term. Additionally, I also learn about the
inventory control, which is essential for saving the time and cost due to managing the
inventory of an organization. At the same time, the inventory control incorporates linen
management and guest amenities. Moreover, I also gain my knowledge regarding cleaning
control and know the importance of clean management (Jackson, et al., 2014).
I also know about the management of shifts of subordinates to offer the better facility to the
customers. In the shift management, I understand how a shift can positively or negatively
affect the performance of hotel services. Moreover, OSHO (occupational safety and health
administration) is used by organization due to sending every workforce in their home in an
ethical manner. At the same time, I also analysed the importance of OSHO in an
organization, it can be supportive to positively encourage the employees for decline the stress
level of employees regarding the safety and occupation (Armstrong, et al., 2014).

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Moreover, I analysed that organization has change in the rules and regulation of OSHO by
made new safety and occupational programmes to their employees and attract them in long-
term. At the same time, I think that such kinds of activities can enhance the inspiration level
of employees and make a positive image in workforce mind. It can be supportive to boost the
performance of organization in long term (Purce, 2014).
Additionally, I also learned about the sustainability in the hospitality industry. Sustainability
refers to perform the corporate social responsibility activities in the organisation due to
enhancing the brand image in customer mind. At the same time, I also learned that the CSR
activities can also supports to make a positive relationship with customers in long-term. The
CSR incorporates three important factors such as social, environmental, and economics. In
addition to this, CSR forces organization to behave in an ethical manner. It could be complete
by conducting an appropriate behaviour with workforces, customers, market, environment,
community, ethics and human rights (Boella, 2017).
I also know about the barriers that affect the CSR activities, which can be negative impact on
the growth of an organization or successfully conduction of CSR activities in the working
place. I also learn about the global environmental issues that also affects the performance of
an organization significantly. I also gain my understanding about the waste management,
which can be supportive to control the waste material of an organisation in long-term.
Additionally, I also learned about the significance of CSR activities, I understand that CSR
activities can also supports to manage the upcoming risk in a significant manner. I learned
about some significant kinds of risk factors that can be eliminated by performing the CSR in
the organization (Seyitoglu, et al., 2015).
These factors are conflict management, brand image, government interference, keep trust and
support the community. I also learned about the EMS tools that can be significant to improve
the daily business practices.

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Effective Inter-departmental Communication
In the week 4, I learned about the effective inter-departmental communication, which can be
supportive for improve professional skills in a significant manner. In this section, I learned
about the role of front office in interdepartmental communications, which will be effective to
boost my professional life in an efficient manner. Front office has maintain many department
query such as banquet, marketing and sales, housekeeping, human resource management,
security, maintenance, and controller (Bakanauskienė, et al., 2015).
Here one of significant thing, which I have learned that corporation and communication
significant for an organization due to improving financial performance significantly. Along
with this, I also learned that how communication and coordination make a strong relationship
in long term together with improving my personnel and professional life in upcoming period.
I also gain my understanding regarding POS and PMS system that is significant to improve
my confidence and performance. Communication amid housekeeping and front office is vital
because of deliver the hospitality to customers (Mackenzie, et al., 2014).
At the same time, I also analysed that communication can be essential for every department
due to accomplish the task of an organization significantly. Additionally, I was aware about
the inter-departmental communication, but here I gained my understating more by create my
understanding about new factors that can be essential to successful inter-departmental
communication. Moreover, I learned that F.O and F&B department communicate regarding
expected number of customers for hotel, confirmation of the guest, availability of food and
beverage for guest, and availability regarding the advanced and on the time booking of
restaurant (Martínez, et al., 2014).
It can support to enhance the financial performance or image of hotel in the market in long-
term. Addition to this, it is addressed that F.O and Banquet department communicate with
each other regarding scheduling the events and bill payments of potential customers. They

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also communicate regarding daily activity of hotel that can be related to time, group, and
room assignment. As well as, I learned that F.O and Maintenance department communicate
regarding the status of room, demand for maintenance services. It can be significant to direct
the team members for their roles and responsibilities. Additionally, F.O and HRM department
communicate regarding the selection of candidates (Chauhan, 2017).
The front office executive pass resume to HR manager for conducting interview. At the same
time, I learned that front office department is more essential than other because it deals with
many departments, which can be significant for my upcoming period. Along with this, I also
gained my knowledge regarding the strategies of marketing and sales, which can be essential
to increase the sales of organization. These strategies are such as sell room to customers,
assigning info to visitors, cross-selling, enhanced revenue, and guest feedback. At the same
time, it can also be said that such strategies are significant for easily enhance the sales of
hotel in an efficient manner (Nikolic, et al., 2017).
Therefore, I want to say that the knowledge of such strategies can support to manage sales
department and improving the performance of hotel that can improve my professional life
successfully. I also know create my understanding about the appraisal, budgeting, and
training programme. It can be supportive for enhance organization sale in less time and cost
effectively (Kumbirai, 2014).
Preparation and Review of Night
In week fifth, I have gained my knowledge regarding the night audit where financial
activities of clients are maintained and balanced. At the same time, I also learned about the
duties of night auditors such as tax rates, changing rooms prepare data for hotel and
confirming their all balances, controlling procedure makes charges and payments. At the
same time, I have also created my understanding regarding some activities that can be
effective for upcoming period. I think that an organization can determines its goals and

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objective before starting any business or work. In hotel industry, the task can be related check
in and check out, security, reservation, and emergency system. Additionally, I have also
learned about night audit process and how to make night audit process are also determined by
me (Walker, 2016).
At the same time, I want to say that the knowledge regarding night audit process can be
essential to improve the performance of hotel in long-term. I was little bit aware about the
night audit process but through this session I have gained more my understanding, which can
improve my knowledge level and enhance my personality. Therefore, it can be said that as a
hotel leader it is compulsory to each individual they could be aware about the night audit
process. I also learn about the components of night audit such as manager report,
departmental sums, and guest accounts (Ahmad, et al., 2014).
At the same time, I have also create my understating about room and tax, total foods and
beverage sales, sales of banquets, payment of conference room. I also learn about the rates
report, total revenue, and balance account receivable. On behalf of my perception, I think that
depth knowledge regarding the components of night audit can support to make effective
reports, which can support to hotel in order to accomplish the goal of hotel successfully. In
addition to this, it can be said that some different kinds of additional task, which can be
manage by executive such as room checks, additional projects, safety and security,
monitoring guest flow, maintaining overnights associates together with ensure the
employment durability (Chiang, et al., 2014).
At the same time, such kinds of activities can be essential to improve my multi task
management skills in an efficient manner. The multi task management skills can be
significant to getting work or task from subordinates in a significant manner. In this section, I
have also gain my understanding regarding overbooking, which can be essential for providing
hospitality to the guest. Moreover, I have learned that the occupancy management policy can

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be effective to manage the issues of overbooking, which could support to hotel to enhance the
financial performance and manage the losses, which has been occurred by overbooking
(Bilgihan, et al., 2014). Along with this, I have also learned about the occupancy
management formula, where some significant factors could be considered. These are such as
availability of actual numbers of room, confirmed reservation, guaranteed reservation,
estimated stay overs, estimated walk-ins, and estimated under stays. At the same time, the
whole process can be significant to improve my professional life in long term. Sat the same
time, it can also be supportive to eliminate the financial risk in a significant manner (Knani,
2014).
Safety and security
During the week 7 and 8, I have gained understanding about safety and security in the
tourism and hospitality industry. In this session, I have leant that safety is created to defend
the people and their property with injury. These injuries can be created by accidents and
negligence. Together with, I have gained understanding about the security which is created to
keep the people and their property from loss and injury. These injury or action can be
occurred due to intentionally. Hence, as a leader, I have learnt that safe environment should
be provided to guests who visited in hotel. Further, I have increased my knowledge about
cooperation of the guest as it would be beneficial for meeting the financial objectives of
organization. This week is also beneficial for gaining understanding about challenges of
safety and security at hotels. In this way, I have learnt that leader should not retreat to use the
security procedure within the organization. When I was working in Exchange Hotel, I have
retreat the security procedure from hoteliers unintentionally but it was created negative
impact in customer’s mind. It has also created negative impact on the financial performance
of the company.

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During this week, I have gained knowledge in different areas of safety and security such as
WH&S, and fire safety. Together with, security includes the personal and property security,
terrorisms and other crimes, and risk management. I have also learnt regarding the room
division activities. In this session, I have learnt that when an hotelier comes for assistance in
hotel due to theft, fire, illness and other emergency, then leader should be prepared about who
will they call and who will respond towards them. In this case, front office would be
responsible for respond to customers. Further, the employees who are on duty cannot leave
the front office and resolve the emergency. Front office staff should communicate about
services and process of hotels with the customers in an effective manner. Along with this, in
case of any emergency, the security department must be respond promptly. This session is
really beneficial for me because as a hotel leader, I will use room division strategy in my plan
as it will have positive impact on the customers as well as financial objective of the hotel.
In the week of 7&8, I have also gained understanding about the role of security department.
In this session, I have learnt about setting the procedure providing training, and organizing
programs in order to encourage guest and safety to employees. I have also learnt that leader
can prevent from emergencies by making planning of services. Along with this, hotel
manager should train the entire workforce to respond at the time of emergencies. It is
analyzed that the director of security is a skilled professional who should make sure that in
the busy season, hotel is filled with employees, equipment and guests but it should be
remained safe (Kagnicioglu, et al., 2014).
During the week, I have gained understanding that different kinds of safety is required in
hotels such as guest Safety , Employee safety (WH&S) and on property which contains the
substance abuse and Fire Safety. To provide the guest safety, hotel manager should ensure
different facilities in bathroom such as slippers, hot water, mirror and screens, and electronic
hazards. Together with, manager should focus on another accommodation like loose tiles,

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carpets and rugs, car parking facility. I have also learnt about the duty of employers in the
hotels. In this way, I have learnt that employer must keep a safe working culture and safe
system to act as well as facilitates the plant and material in a safe condition. I have also
gained understanding about the employee safety and fire safety that was beneficial to me to
protect the hotel from fire in future.
During this week, I have also gained my understanding about the critical element of security.
In this way, I have learnt that security is included different elements such as phone key entry,
key control system, electronic lock system and locking guest room doors. This week is also
effective to me to gain my knowledge about Terrorism. In this way, I was able to protect the
hotel from Terrorism and how to respond in Terrorism attack. I have learnt about in-house
and contracted security. In this way, I leant that hotel general manager must assess how to
deal with in-house security department. In some circumstances, general manager should
focus on the external forces like economic forces in order to purchase the outside services.
In the last, I have gained understanding about risk management which was beneficial for me
to avoid the uncertainties from hotel in future. In this session, I have learnt that risk
management is the action that keeps the possibilities of something happening that will have
an impact on the objective of the business
In this session, I have gained understanding about how to control profit and loss of the
business. In this way, leader should understand the forecasted occupancy, understand
forecasted average rate, and control deliveries. Along with this, leader should spend in good
month with the high tenure and high rates and should save in flexible months (Walker,
2015).
During this week, I have also learnt about the Australian hospitality industry that was
beneficial for me to get high growth in future. I have gained understanding regarding federal
law which is regulated by Australian government. These laws are fair work act 2009, and

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politics has major power in the regulations. I have also gained knowledge about hospitality
industry award 2010. This award is applies to all hotels and applies to restaurants within
hotels (Felicen, 2014).
In this session, I have also gained understanding about Enterprise Bargaining Agreement
(EBA). This agreement contains different terms such as nominal expiry date for the
agreement that is less than four years. This agreement also includes disputes settlement
procedure and fair work commission. This session also gained understanding about flexible
terms of EBA. This term allows making individual flexible arrangements with the intention
of attaining the genuine requirement of the employers and workforces. I have also gained
understanding about the consultation term that is required for the employers in order to
consult with their staff about any workplace alteration that will have significant impact on the
business. Under the EBA terms, the rate of wage for employer cannot be less than the
appropriate rate of pay. This term also involves the modern award and national minimum
wage order (Woods, 2013).
Labour Cost and Staffing
In ninth week, I have gained my understanding regarding labour cost and staffing, which can
be supportive to gain my knowledge and make a strong relationship with employees in log-
term. In this session, I have learned about implementation of labour cost and cost control in
the hotel, and also know about HIGA (hospitality industry general award), and EBA
(Enterprise Bargaining Agreement). At the same time, I want to say that knowledge about
such factors can be supportive to gain my existing understanding and improving the
performance of hotel. I also learned about some significant factors such as budget, turnover,
profit, gross operating profit, net profit, and performance indicators.at the same time, I also
learned about fixed asset and operating assets (Leite, et al., 2014).

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In addition to this, I also learn about operating expense budget, which can be supportive to
identify the day to day activity in business process. At the same time, the operating cost
considers some significant factors such as labor expenses and related cost and controllable
expenses. I think that knowledge regarding operating cost can support me to save the day to
day activity expenses in a significant manner. I have also gained my understanding regarding
revenue, controllable cost, payroll and related cost, and departmental profit. In addition to
this, i also learn about the departmental profit together with factor affecting of departmental
profit (Higgins-Desbiolles, et al., 2013).
In this session, I have gained understanding about how to control profit and loss of the
business. In this way, leader should understand the forecasted occupancy, understand
forecasted average rate, and control deliveries. Along with this, leader should spend in good
month with the high tenure and high rates and should save in flexible months.
During this week, I have also learnt about the Australian hospitality industry that was
beneficial for me to get high growth in future. I have gained understanding regarding federal
law which is regulated by Australian government. These laws are fair work act 2009, and
politics has major power in the regulations. I have also gained knowledge about hospitality
industry award 2010. This award is applies to all hotels and applies to restaurants within
hotels (Robinson, et al., 2016).
In this session, I have also gained understanding about Enterprise Bargaining Agreement
(EBA). This agreement contains different terms such as nominal expiry date for the
agreement that is less than four years. This agreement also includes disputes settlement
procedure and fair work commission. This session also gained understanding about flexible
terms of EBA. This term allows making individual flexible arrangements with the intention
of attaining the genuine requirement of the employers and workforces. I have also gained
understanding about the consultation term that is required for the employers in order to

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consult with their staff about any workplace alteration that will have significant impact on the
business. Under the EBA terms, the rate of wage for employer cannot be less than the
appropriate rate of pay. This term also involves the modern award and national minimum
wage order (MacCarthy, 2014).
During week 9, I have gained understanding about the labor costs which is beneficial for me
to gain professional growth. All employment laws have impact on the management of labor
and therefore impact on the cost. Hence, management should consider different regulations
such as work health and safety, anti-discriminatory regulation, and immigration.
Furthermore, I have developed understanding about company’s guidelines, and performance
measurement. In this week, I have also increased my knowledge about different tools to
effectively control labor cost. These tools are housekeeping, review job scope and
responsibilities, and SOP. I have also learnt that leader should be realistic about commitment
and loyalty. Along with this, leader should be decline staff turnover by using adequate
training system, good communication lines, incentive scheme, and motivating environment
(Deale, et al., 2015).
Facilitating management
In my consideration reading the facilitating management, whether the change is short or long
term, operational or vital, for the development or for overseeing rare assets, a key part of the
successful accommodation supervisor, at any level, should include facilitating such change
and advancement for providing the effective services to their customers (Mensah, et al.,
2013). With consistently expanding client requests, changing innovation and attending
change in collaborators aptitudes, all organizations in the cordiality business have a steady
need to encourage such change for the advantage of every one of their partners. Come and
figure out how to be proactive to change, to wind up noticeably a pacesetter in advancement
and to add to your own and expert development. For this purpose, facilitating manager of the

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hotel utilizes assemble assistance aptitudes to enable groups and people to take care of issues.
A facilitator is therefore a guide, helping other people travel through a procedure together and
is not for the most part a specialized or topic master him or herself. The encouraging
supervisor is not there to offer assessments on the talks however he or she draws out the
contribution of others regularly using all around made and open inquiries. He or she helps
members in finding what they definitely know and offers elective methods for translating
their experiences The facilitator therefore displays thoughts and practices that urge people to
fundamentally look at and expand on or challenge their insight, states of mind and
presumptions (Wood, 2013).
As a supervisor of the hotel, the following points are considered for the participants of the
hotel which are as follows:
Determining the main change and innovation factors included in new product or services
development.
Comprehend the flow of those components and their "kin impacts".
Perceive the procedures that can be connected in encouraging change and development.
Plan, impart and apply proactive change instruments.
Offer change successfully to pick up partners dedication.
Recognize and oversee disappointment and achievement.
The idea of hospitality operations management has advanced from the essential activities
related with working and dealing with the arrangement of rooms, foods and refreshments in a
variety of hotel and cooking foundations. However, before offering thought to the
implications of the investigation of accommodation operations administration in advanced
education programs it is significant to think about the structure and substance of the
hospitality item. A hotel example is utilized to delineate this as, although different
nourishment administration and cabin concerns join at least one of the significant exercises of

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rooms, sustenance and refreshment, hotels commonly include in providing the best services
to their customers (Williams, 2014).
As regarding to the facility management, we should work with our associates to
comprehensively assess the guest experience from check-in to check-out and decide regions
of perfection and opportunity. In addition to being nearby, looking into overviews and
facilitating discussions with customers and partners, we analyze recorded bookkeeping and
inhabitance information, the general benefit of the hotel. This information helps us to decide
chances to decrease cost, streamline processes, train organizations, advance events, increment
occasion sales, alter the value assessment and extend the target market. Thus, satisfactory
offers a devoted deals sales representative to create leads for special events and facilitate
events planning. The main goal is to convey an unmatched guest experience and positive
monetary outcomes (Kaliappen, et al., 2014).
As a leader, I can consider directing leadership style of working in the hotel and this style can
be help us in order to provide the best services to their customers by the business. The
directing style is the customary administration vision used all through the vast majority of the
twentieth century, whereby management indicates objectives, system and tasks of the
organizations and its employees. They rarely permit team members to involved in objective
setting, planning or basic leadership. Moreover, directing style of authority does not depend
on their employees. Management receives a directing style of authority because of their
feeling over responsibility which warrants a manager to interfere of how representatives
perform their tasks and takes control over any basic leadership. The directing style is the
traditional management vision used throughout most of the twentieth century, whereby
managers specify goals, strategy and tasks of the organization and its employees. They rarely
allow team members to involve in goal setting, planning or decision making (Rosa, et al.,
2016).

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