Shangri-La Hotels: A Case Study of Human Resource Management

Desklib provides past papers and solved assignments for students. This presentation analyzes Shangri-La's human resource management.

SLIDE 1: Introduction
Shangri – La:
 Founded in 1971
 Headquarters in Hong Kong
 Five star luxury lodging
 Found Across Africa, Asia, Middle East, Canada, Europe and Oceania
Human Resource Issues:
 Training
 Morale
 Recruitment
 Shrinkage
 Turnover
Shangri-La is a multinational hospitality company based in Hong Kong. It was founded in 1971.
The organisation has 100 luxury hotels and resorts all over the world with 40,000+ rooms in
Australia, Middle East, North America, Asia, Africa and Europe. The company’s five star luxury
lodgings can be found in the Europe, Africa, Oceania, Asia, Canada and Middle East. The main
human resource issues in the company are training, morale, recruitment, shrinkage and turnover
(Shangri-La.com, 2019)
SLIDE 2: Recruitment Process
The whole process of recruitment of Shangri-La includes:

 Interview of the candidate
 Background Check of the candidate if shortlisted
 Drug Test of the candidate
 Site Visit
The recruitment process of Shangri- La is a very smooth and hassle free process. It is well
planned and organized by the HR department of the company. The process includes the
candidate to appear for a group interview where usually three managers are present (Yang,
2014). After the interview, the company does a background check of the candidate for safety
purposes. Followed by that is a drug test of the candidate. After the candidate clears all the three
stages, they are taken of a site visit.
SLIDE 3: Internal and External Recruitment Advantages
Internal:
 Increased morale and retention
 Continuity of Operations
External:
 The organisation is exposed to a large pool of applicants.
 Fresh outlook of the industry
The advantages of internal recruitment are that the morale of the employees in increase creating
a room for advancement (Assaf et al., 2017). Apart from that, transition into new role over
minimal downtime is an advantage.

The advantages of external recruitment are that the organisation has a large option
opened from where they can choose the most suitable candidate required. It also creates a
fresh outlook of the industry.
SLIDE 4: Internal and External Recruitment Disadvantages
Internal:
 Potential animosity among the ranks
 Stagnation
External:
 Takes long time and more cost
 Damages the morale of employees
The disadvantages of internal recruitment are that its can create discord in the workplace that
affects everyone. It also results in stagnation and obstructs new ideas and outlooks in the
orgainsation.
The disadvantages of external recruitment are that it requires for training time and cost. It may
also damage the morale of current employees (Mirzoyan, 2017).
SLIDE 5: Diversity
Diversity is:
 Composed of different elements
 Different types of people
 Different types of cultures

 Different ideas and opinions
Diversity is something with different kinds of elements. It includes different type of people,
cultures, ideas and opinions (Markova et al, 2016). It is a range of things that is very different
from each other.
SLIDE 6: Diversity in Shangri – La Hotels
 Embraces Diversity within the organisation
 Opportunities for people with disability (PWD)
 Members of UN Global Compact
Shangri-La is an organisation that is well known for embracing diversity within their
organisation. They always promote a diversified work environment. The company open
heartedly welcomes different people to make their organisation a hub of diversity. They provide
disabled people with job opportunities so that they too can contribute to the upliftment of the
society. 2% seats are reserved for PWD in the organisation (McCollum and Apsite-Berina,
2015). It provides equal opportunities to all the employees and does not encourage unlawful
conduct in the workplace. It is a signatory in the UN Global Compact.
SLIDE 7: Stress and Absenteeism – Causes
The causes of stress in the workplace are:
 Long hours of work
 Work overload
 Time pressure
 Lack of breaks

The causes of absenteeism in the workplace are:
 Activities of organisation
 Policies of organisation
 Health Issues due to stress
The main causes of stress in workplace are long hours of work without any rest. Apart from that
in the industry of hospitality, there is a lot of work overload for the employees. There is ample
amount of work with strict deadlines that are to be followed (Noe et al., 2017).
The main causes of absenteeism in workplace are the activities of the organisation, the policies
of the organisation and the health issues caused by workplace stress. They all lead to job
dissatisfaction.
SLIDE 8: Strategies for Reducing Stress and Absenteeism
Different types of strategies to tackle and overcome the problems are:
 Organised day to day task routines
 Incentives for extra work
 Motivational Sessions
 Counseling
Shangri-La should adopt various types of strategies to tackle the issue of stress and absenteeism
among the employees. The employees should be provided with a proper task routine that is to be
fulfilled on a daily basis. Apart from that, they should be provided with incentives if allotted
extra work. This will not make them feel exploited and unsatisfied. The company should provide

motivational sessions to the employees like music therapy and many more. Lastly, organizing
counseling sessions for the employees are important (Bidwell and Keller, 2014).
SLIDE 9: Example – Human Resource Manager’s Person Specification
Job Specification Details
Age 28-40
Skills
The candidate should be well acquainted with HR
regulations and policies. He should be skilled in
effective communication and handling different
aspects of an organisation.
Qualifications The candidate should hold a MBA degree.
Experience Minimum 2 years experience in reputed
hospitality groups.
Responsibilities The candidate should be able to delegate the work
to the employees and effectively manage the
different aspects of the organisation.
The candidate that is applying for the post of HR Manager in Shangri-La has certain criteria’s
that are to be fulfilled. The criteria are that the candidate should be in the age group of 28-40
years, the candidate should be skilled in HR policies and regulations, effective communication
and handling different aspects of an organisation (Barak, 2016). The candidate should hold a
MBA degree from a recognized institute. Minimum of 2 years experience in any reputed
hospitality group is compulsory. The responsibilities of the candidate are to delegate work to the
employees and manage the organisation effectively.

SLIDE 10: Job Description of Human Resource Manger
Job Title Human Resource Manager of Shangri-La
Hotels Limited
Report To The Human Resource head
Job Purpose Following the HR policies and preventing issues
related to HR
SLIDE 11: Job Description of Human Resource Manger ( Contd…)
Job Title Human Resource Manager of Shangri-La
Hotels Limited
Duties
Delegation of work to the employees
Building of a suitable and sustainable work
environment
Helping in recruitment and selection process
Qualification MBA in Human Resource Management
Physical Qualification
Should possess high IQ and should be self-
motivated as well as calm and composed
SLIDE 12: Performance Management
 Process of creating work environment
 Enabled setting for people to perform best
 Whole work system

 Ends when employee leaves
Performance Management is an operation where the setting of a work environment is created.
People perform the best of their abilities there (Bond and Haynes, 2014). It is a whole work
system that begins with a defined job and ends when the employee quits.
SLIDE 13: The Process of Performance Management
 Pre Requisites
 Planning of Performance
 Performance Execution
Defining the purpose of the organisation is very important in order to not loose its objectivity.
The company should always define their long and short-term goals to their employees. There are
three stages of a company defining its goals. They are organisational level, departmental level
and individual level. Based on these the performance management system is designed. While
planning performance, results, behaviours and development plan should be kept in mind.
Execution of performance is the most important stage. Creation of performance management
systems rely on this part (Hwang, 2014).
SLIDE 14: The Process of Performance Management (Contd…)
 Assessment of Performance
 Reviewing Performance
 Reconstructing and renewing performance

Assessment of performance is the next stage after the execution of performance. The manager
and the employee of the organisation are responsible for measuring and assessing the
performance of employees against their given targets (Tongchaiprasit and Ariyabuddhiphongs,
2016). The process of performance management is ongoing in nature. After reviewing the
performance, the next performance appraisal should be started.
SLIDE 15: Types of Performance Management in Shangri – La
 Surveys for Team Building
 Surveys for employee satisfaction
 Benchmarking job
 Behavioural Assessments
Team building surveys help in increasing the productivity and cohesiveness of the team overall.
It recognizes and understands the factors responsible for building and motivating teams that are
successful. Employee satisfaction surveys are important, as employees should be happy to
produce better. Understanding an employee’s unique individual behavioural style and adapted
behavioural style is important. Behavioural assessments help in it. Benchmarking the jobs is
primarily important for the understanding of the talents needed specifically for superior quality
performance (Cascio, 2014).
SLIDE 16: Communication
 Act of Interaction
 Exchange of ideas and information

 Signs, symbols and semiotic rules
 Process of transferring information
 Communication chain
 Chain consist of sender, medium and receiver.
Communication is the act of interacting information and ideas between two individuals or a
group of people. It is done by communicating symbols, semiotic rules and signs that are mutually
accepted worldwide (Armstrong and Taylor, 2014). It is a process of transferring information
from different places to different individuals and groups. Communication has a chain that
completes the process. The chain consists of a sender, a medium and a receiver.
SLIDE 17: The different types of Communication Methods used by HR Management
The different kinds of communication methods that is used in HR Management are-
 Verbal Communication
 Non Verbal Communication
 Visual Communication
Verbal communication is when a piece of information is based on by using the verbal
medium like words, sentences, speeches and debates. In this kind of communication, the
sender shares his/her views and ideas through words.
Non-verbal communication is when something is communicated without uttering a single
sound. It can be expressed through facial expressions, gestures, body postures and signs
made with fingers. It is a speechless communication (Chadwick et al., 2015).

Visual communication is communication through visuals. Information can be conveyed
using signboards, maps, displays and many more.
SLIDE 18: Use of Social Media within Communication
There are various ways social media is used by Shangri-La for effective communication. They
are-
 It helps in knowing the media and the customers.
 It helps in reaching new clients
 It helps in focused marketing and advertisement
 It helps the customers connect with the hotel through feedbacks and queries
 It helps in branding.
Social media is a new aged media of efficient communication. It helps the hotel to understand
the various medium and customers suitable for them. Apart from that through its social media
presence, it attracts many new customers. It also helps them in marketing and advertising their
hotels. The customers can also share their feedbacks and queries through them. It also helps in
the branding of the hotel (Stachova, 2017).
SLIDE 19: Communication Excellence
There are few ways to achieve communication excellence. They are:
 Being aware during communication and paying attention to what the other person wants
to communicate.
 To connect with the other person subconsciously.
 By building rapport with others, while communicating.

 By presenting opinions in a way, this would not hurt the sentiments of others and make
them accept the ideas.
If these points are considered, a person can attain excellence in communication which will help
them in various aspects of life in future (Brink and Costigan, 2015).
SLIDE 20: Conclusion
Various issues related to the human resource management in the hospitality sector are:
 Intercultural Management
 People Empowerment
 High Employee turnover rates
 Discrimination
The report Shangri-La and the Human Resource issues it faces. Apart from that the recruitment
process of the company is given. The advantages and disadvantages of external and internal
recruitment is also discussed. Diversity of the company, issues of stress and absenteeism among
employees are also given. The strategies to tackle them are also provided. The recruitment
criteria and job description of a HR manager id discussed. Lastly, performance management and
its process, communication and use of social media is also explained.