Management in Hospitality: Operations Report for Capella Resort

This report examines human resource management within the context of Capella Resort, focusing on creating an operations manual for the business. It details the human resource requirements, including staffing, recruitment strategies, and required positions such as concierges, event planners, and executive chefs. The report outlines the duties and responsibilities of employees, emphasizing the need for empathy, emotional intelligence, and problem-solving skills. It also covers plans for recruiting and training personnel, determining skill gaps, and budgeting for these activities. The analysis includes staffing considerations, the impact of emerging technologies, and the importance of addressing service quality issues. The report concludes with a summary of the key findings and recommendations for improving human resource practices within the resort.

Ravi Kumawat
MANAGEMENT IN
HOSPITALITY
Running Head: MANAGEMENT IN HOSPITALITY 0

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Table of Contents
Introduction...........................................................................................................................................2
Human resource requirements.............................................................................................................2
Strategies for recruiting.....................................................................................................................2
Required positions.................................................................................................................................2
Concierge...........................................................................................................................................3
Event planner....................................................................................................................................3
Executive chef....................................................................................................................................3
Hotel general manager......................................................................................................................3
Housekeeper.....................................................................................................................................3
Waitress/waiter.................................................................................................................................3
Full-time employees..........................................................................................................................3
Part-time employee...........................................................................................................................4
Casual employee................................................................................................................................4
Duties and responsibilities.....................................................................................................................4
Required skills for employees................................................................................................................4
Empathy and emotional intelligence.................................................................................................4
Strategy and innovation with problem-solving skill...........................................................................5
Plans for recruiting and training personnel...........................................................................................5
Needs for recruitment and gap of skill..............................................................................................5
Determination of requirements for each position.............................................................................5
Budget for training recruitment and job description.........................................................................5
Staffing..................................................................................................................................................5
Conclusion.............................................................................................................................................6
References.............................................................................................................................................7

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Introduction
Human resource management in global business accepts greater team connection to
continue growth. Human resource management embraces training in many aspects of a business for
success. Management of Capella resort plays an important part to oversee the administrative tasks
of a resort (Raymond, 2017). There is a need for skilled employees in resort to deliver a pleasant
experience to visitors. The following discussion covers the requirements of the human resource
department to fill the required position like full time, part casual and volunteer employee within the
Capella resort. These are very important for the success of the industry, their plans, and staffing deal
for business to grow.
Human resource requirements
Staffing will be an important element for the Capella resort. Staffing is an ongoing procedure
that starts by finding the right people through planning, recruiting, and selecting (Huselid, 2015).
This does not provide the meaning that it ends once employees are hired; management must
nurture and keep its people updated by appraising, training, compensating, and implementing a
decision by employment that determines things like layoffs, promotions, and transfers. It is started
with human resource planning. It starts with an analysis of job with jobs description and must need
for every developed position. Description About the job is a written statement about jobholder.
Specifications of jobs state the lowest acceptable qualification that an incumbent possesses to
perform a given job successfully. This will be helpful for the Capella resort to identify the skills,
knowledge, and capabilities that required to do the job more effectively. The analysis of the job
should be followed through an inventory of human resource that catalogs qualifications and
interests. There should be a procedure to forecast future requirements for the jobs that are based
on normal abrasion and strategic plans. This kind of forecast is paralleled towards inventory to
determine that weather business staffing requirements will meet current staffs or whether will
consume to hire new staffs or dismiss existing one.
Strategies for recruiting
This consists of all actions that a business may custom to invite a group of viable candidates
(Wright & McMahan, 2012). Capella resort can use recruiting by campus and internal activities to fill
positions. For this organization can give preferences to present employees references as it will be
less costly and generate higher employee commitment by increased satisfaction. This will offer more
opportunities for career advancement to employees in place of outsiders.

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Required positions
There are many job titles available in the hospitality industry (Becker & Gerhart, 2016). This
industry is broad. This comprises working in hotels, casinos, restaurants, cruise lines, theme parks,
and many facilities that support customers to meet the required recreational and leisure. Jobs in the
industry of hospitality include dealing with customers directly in many ways. Following are the most
important job title within the industry of hospitality.
Concierge
This interacts openly with the customers and delivers many services. They may respond to
their request and need to provide a good suggestion. These are needed to be a problem solver by
wide customer service skills that is unflappable and grip many patrons. Examples of a concierge are
casino host, front office attendant, hotel receptionist, and so on.
Event planner
Many hotels hold rooms of conference or spaces for an event that they rented out for many
events and ranging from meeting to marriage. A planner of event works with many individual or
organization to arrange the event and ensure to run smoothly. Examples of an event planner are
meeting manager, specialist, coordinator, and so on.
Executive chef
This is a managerial title role that comprises a lot of effort behind the sections of the
industry of hospitality. These individuals oversee the operations of food in restaurants, casinos,
hotels, or many venues that serve sustenance. People that possess this role control cooks and
employees of the kitchen. Examples of an executive chef are pastry chef, catering manager, and so
on.
Hotel general manager
This kind of person includes interrelating with managing staff, guests, handling the
investments of property, and so on. This kind of person required to have strong skills in business,
skills of management, and interpersonal abilities. Examples of hotel general manager are back office
assistant, shift manager, leader, and so on.
Housekeeper
This kind of people is responsible to maintain a standard for cleanliness by a hospitality
venue. Examples of a housekeeper are the director of housekeeping, maintenance, operations, and
so on.

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Waitress/waiter
These people work in bars, hotels, restaurants, and other food-serving institutions. They
interact by customers taking an order, serving food and beverages and take payments. Examples for
Waitress/waiter employees are back waiter, Busser, food server, and so on.
Full-time employees
These have been employed based on an average maximum of 38 ordinary hours per week.
These are capable to take annual leave, personal leave, parental leave, and so on. The number of
these employees within the Capella resort is 90.
Part-time employee
These work less than 38 hours per week. These are entitled to long service leave, public
holidays, superannuation guarantee, and so on. The number of employees within the Capella resort
is 30.
Casual employee
These employees not work on the regular work hour and not guaranteed to achieve
continuous work. These are entitled to unpaid parental leave, long service leave, paid parental leave
and so on. There are 26 casual employees within the Capella resort.
Duties and responsibilities
Duties of human resource management in Capella resort will be in charge of training, hiring,
and scheduling staff members. Maintaining a record of employees and fire ineffective employees.
Set goals of employees support staff to achieve these goals. Work of management is to handle and
manage the departments like dining, housekeeping, desk personnel and security (Robert, 2019).
Leading and scheduling meetings of staffs to continuously communicate with staff and provide the
surety that all departments are meeting the standards of resorts. Responsibility of human resource
management is to appoint the person that specializes in an area like guest service, housekeeping
management or front desk management. Employment places include lodges, hotels, casinos, spas,
and bed and breakfast. Everyone within the Capella resort has a prescribed role with effective
responsibility to manage the work. There is a systematic approach within the resort as every
department has a manager to lead and control the working system of Capella resort. Each employee
within the organization is liable to report their management of the respective department. The
authority of making the final decision is based on the respective manager and each employee is
responsible to work ethically and report.

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Required skills for employees
There are many issues faced by the Capella resort to support the visitors. For this
organization need to upgrade themselves by investing in training for supporting a less experienced
candidate and perceive them to possess the right personality and soft skills for the job (Byron, 2018).
Empathy and emotional intelligence
Digital transformation carries the future of tourism industry. The organization needs to
invest in the human capital that is the key finding for innovative solutions in change scenario. This
will support the organization to determine success in all fields of service.
Strategy and innovation with problem-solving skill
This is important to favor candidates that work with strong teamwork skills and holds
enough capability to look for new solutions and established procedures. There are many difficulties
comes to handle and face the client. For these employees within the organization should have the
most valued soft skills for careers and determine factors that are the bridge for professional success.
Plans for recruiting and training personnel
Plans for recruiting will include the person that has specific experience or skills and can fit
the organization (Baum, 2016). Recruitment plan will include the strategy to think best and increase
the capability of the organization. To support the recruiting and training plan will consider the
following steps.
Needs for recruitment and gap of skill
The first step includes the hiring needs and identifies the skill gap that existing talent can't
fill. This is started by analyzing organization growth and important consideration of anticipated
promotions and employee turnover.
Determination of requirements for each position
There will be a solid idea to determine the job opening by meeting the hiring manager and
talk to take a step together. This will support to develop a thorough understanding of every role and
need to fill it effectively.
Budget for training recruitment and job description
Cost per trainee can be estimated as many costs included in the process of recruitment like
technology costs, expenses of branding, travel experience, and so on. Attracting the best candidate
starts with a job description. This will include information about the organization's mission, values,
and specific role.

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Staffing
Emerging technology will support to solve the many issues and deliver a solution to hiring
and manage seasonal staff by flexibility, control, and transparency by saving cost (Carmeli & Meitar,
2016). One of the famous organization Airbnb allows to select and browse home that people like to
stay in. This kind of platform will allow the browse and select staff by meet requirement. Online
staffing platform offers many options for business to favorite staff and group that can be easily hired
again throughout the peak season. This present that business does not need to retrain and on-board
staff for each shift and deliver productivity efficiency by achieving internal workforce. Business at a
seasonal level faces many challenges regarding staffing as there is many new technologies available
and innovative approach regarding the operation of staffing support business.
Conclusion
This paper elaborated the required skills for human resource management to successfully
run the business. It describes that resort-like Capella needs to upgrade its business strategy
regarding solving the many issues like handling customers effectively. This discussion cover that
responsibilities and duties needed for the business of resort. It covers the plans for recruiting and
training for employees with staffing need in seasonal business to manage staff turnover.