Effective Human Resource Management Practices
Added on 2021-04-21
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Running head: ROOM DIVISION MANAGEMENTRoom Division Management Name of the Student Name of the University Author note
1ROOM DIVISION MANAGEMENTAnswer to question 1: Employees are the most significant resources within the hospitality industry and theyare mostly responsible for hotels to give a competitive advantage within the business world.Therefore many scholars agree that the qualifications and skills of the front desk employeesand housekeeping play the key role in building and sustaining the reputation and image of thehotel. According to Boella (2017) he hospitality industry is the industry which mostly needslow level of skills and little training and development of employees. In fact, some findingsindicate that there is no such correlation between the position of the employees and theireducational level in the room division management. Along with that, some researchers havealso indicates that the font office employees tend to need more than the low level of skills.The perceptions regarding the job in the labour market indicate towards the requirement ofemployees in room division management having lower level of skills other than themultinational hospitality organizations. However there are factors which make difficult forthe organizations in hospitality industry in attracting and retaining the appropriate employeesin room division management. These factors include transient work force, low payment andserious lack in the formal qualifications (Tracey, 2016). In a study focusing on desiredcompetencies in the front office and housekeeping managers and employees, it is shown thatsignificant skills are required for the front office jobs such as communicating with otheremployees and guests, thinking in a creative way for innovative service, developing theservice orientation, identification of problems, listening and problem solving skills, qualitymanagement etc. The employee perception for this jobs also show that there has been arelative significance of the competencies like the interpersonal behavioural and relationshipskills are required for applying the knowledge and technical skills within the work place.Boella (2017), has also found that there are other factors that affect the job satisfaction levelof the employees such as promotion chances, good pay, nature of the job etc. It has also been
2ROOM DIVISION MANAGEMENTindicated that the satisfied employees tend not to leave the job, therefore the rate of turnoverare low for such employees. However, there has been a major finding that the employees withmore educational qualification tend to have greater level of job satisfaction. Answer to question 2: The front office and housekeeping employees are responsible for a lot of things tomake the guests’ stay comfortable within the organization. The room division is thecombination of housekeeping, front office, security and maintenance employees. Thereforethe supervisor or the managers of this department should have experience and skills for thesejobs. As an employee or a manager, communicating with other is also important. Employeetalent has been a severe issue in these departments as mostly it is believed that theseemployees require a lower level of competency. The hotel business is not only dependent ofthe services they provide, but also on the front office employees. As indicated by Deresky(2017) the front office and housekeeping employees should have a proactive approach indealing with guests and always assist them with whatever they need at any time. Therefore,they also need to have a concrete plan for meeting the organizational goals and objectives.The employees should proactively look for developing necessary skills including both softand hard skills. Communicating with guests is turning into a crucial job from the roomdivision management employees, therefore employees should also develop skills for beingable to work in a team, so that they can solve any issue working together. In addition to that,the hospitality market has become more competitive, therefore, it is important to train anddevelop a skilled workforce, which will eventually help the organization to gain thecompetitive advantage. However recruiting people who are competent enough to deal withcomplicated situation is a major issue for hotel industry. The major advantage of havingskilled employees at the front desk is that they can easily make the guests feel comfortable.Therefore the demand for skilled and trained employees has been increasing (Snell, Morris &
3ROOM DIVISION MANAGEMENTBohlander, 2015). The front office personnel should be having social skills and specialqualities for dealing with the guests, apart from having the capability of performing incomplex situations. However, this need is not always fulfilled, as most people believe thatlower level skills are required for the room division management employees. Therefore, itcan be said that finding suitable employees with required talent for front office andhousekeeping has been a trouble for hospitality industry. Answer to question 3: It can be said that motivation is a force that directs special behavioural alternativesthat are suggested while considering among the options of behaviour. Expectancy theory wasinitially developed by the concepts of Vroom. It is seen that nowadays the employees of thehotels are immensely interested in working in front office as various incentive programs arethere from where they can earn significant amount of money. It can be said that theseincentive programs actually benefits all the stakeholders of the hotels and from the financialgain the employees become more motivated towards work for the company and that is also again of the company. Not only the financial part, while working in the front office, it mayappear that the front office employees are the representatives of the organization and that canprovide a major amount of job satisfaction to the employees that cannot be denied (Jaworskiet al., 2018). The front office employees many a times work as supervisor of some managerswhich makes the job most prestigious in the hotel business and that is another force that isnowadays driving the hotel employees to yearn for working as a front office employee inhotels. Thus it can be said that the dignity, monetary benefit and the higher post orimportance of the role played in the organization, are the driving factors that are attracting thehotel employees nowadays to work in front office of the hotels.
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