The Human Resource Theoretical and Empirical Grounds - Report Example

Name : xxxxxxxxxxx Institution : xxxxxxxxxxx Title : Human Resource Management Tutor : xxxxxxxxxxx Course : xxxxxxxxxxx @2010 Introduction Human resource management is the planned and consistent approach of management of the most valuable assets of an organization especially the people working there who ensure the achievement of the objectives and goals either as individuals or as a group. This is considered to replace the personnel management, which was initially used because all its activities are focused on the employment of the workers, development of their capabilities, utilizing their skills, management, and compensation of the services in reference to the requirement of the jobs and the entire organization (Tesone, 2004). Good human resource management is essential in the management of the other resources such as materials although it is considered relevant in the services providing organizations. For example, hospitality organizations like five star hotels whose purpose is to host all kinds of guests and offering them, all the services. Successful performance of any hospitality organization is depended not only on the products offered to the guests but also on the services offered by the available staff. The study below focuses on the human resource principles that the management should consider and the tools to be applied in the enhancement of the perceptions of the customers towards the services offered in a five star hotel. The information is based on the human resource theoretical and empirical grounds. Human Resource Management The function of human resource management involves a variety of activities but the main responsibility is the decision of the needs of the process of hiring the workers; whether to consider the contractors or employees and any other process which may be considered to improve the performance of the workers depending on the season or the changing needs of the society. Effective human resource management requires special tools to be used to approach the management of people. Motivation of the workers is one of the key tools to be considered by all management. This aspect is considered through many and various ways depending on the type of the workers that one is dealing with and their nature of the job. It is therefore a special requirement. The five star hotels host the most prominent people in the world and those that may require special attention and treatments. As the activities of these people like the conferences or meetings held are published by the media the services offered by the hotel hosting them are also published thus they should be the best (Boella & Goss-Turner, 2005). According to O'Fallon & Rutherford (2010), the management plans on the nature of the services they offer as a hotel but the workers are responsible for the implementation process. This means that as much as the position of everyone is considered in the running of the organization, all the workers should be given the due respect that they deserve; they should also be recognized in their positions of work so as to feel as part of the ownership of the organization thus they are free to be associated with any activity that takes place. This motivates them to offer the best since none of them would be willing to have a bad reputation. They are in dire3ct contact with the guests hence have the opportunity of realizing, that which is the best for them depending on their needs and desires. Therefore, the workers should be included in the processes of decision making to ensure that the needs of the guests are considered. There are also other ways that the human resource can consider for the motivation of their workers, this include appreciating the good work that they have done and encouraging them to work hard. The efforts can be recognized through appreciative compliments such as congratulations for the job well done or appreciating with material things like money or other form of gifts. Well-motivated workers will always struggle to offer the best to their customers thus not leaving a room for the customers to think of the negativities concerning the quality of the services that the hotel offers. Ensuring that they meet all the needs of the customers in a five star hotel enhances they perception of the customers towards the services that they receive in a five star hotel. They should be convinced that the hotel always offers the best thus they would be willing to come again for the services (Nickson, 2007). Good organization for the human resource is tool which the management should consider. There are many and differing that the customers may require in a five star hotel based on their needs and interests, sometimes the orders made may be more than the available personnel to offer the service. This means that if the workers are not well organized some of the customers may feel neglected hence carry a bad reputation of the hotel. In some of the hotels it is recommended that each worker should ensure that he serves a certain customer or group of customers all the orders. Thus they should always ensure that the customers are comfortable with the services that they receive and appreciate all the services offered. Good organization of the workers ensures that the customers receive the best service at the right time. The emphasis of the human resource management is to determine and procure the most appropriate quality and quantity of the workers for the hotel. These workers should be much updated on all the changes in the society especially in the way of doing things thus they offer the most updated services. Most of the guests are always comfortable while living in the most current society in terms of doing things thus they want to be in places with advancement for example technologically. This means that the human resource management should ensure that their human resource is the most updated in terms of their skills by holding training conferences and seminars to update the hospitality skills of the workers. Once the customers realize that the services offered by the workers of certain five star hotels are the most updated and satisfying the most recent activities in the society, they develop good perceptions of the services offered in the hotel (Heneman, 2002). Discretion and business ethics is another tool for the human resource management to consider with the efforts of ensuring that the workers offer the best for the needs of the customers and still ensure that proper business ethics are honored. The human resource management should be careful on the on the operations of the workers to ensure that they are according to the ethics of the organizations. These workers are not free to do anything but follow the regulations, which are set by the management according to the understanding of the needs of their customers. These regulations are assumed to be guidance of ethics of the organization which all the members should live by. The other related tool is dual focus which requires the human resource workers need to consider the needs of both the employees and the management thus they should all work towards the achievement of the desires and needs of the organization. As much as the workers struggle hard for the achievement of the goals and objectives of the entire organization they also should focus on the achievement of the specified needs of the customers, for example, most of the five star hotels aim at hosting the most prominent people thus all the services they strategies on should be worth the class. Successful human resource management should have fairness while treating the workers. The communication should be clear that the voices of the people are heard that the policies and laws are followed to the letter and respect for the human beings (Banfield & Kay, 2008). The motivational theory also known as the human relations theory originated with the Hawthorne experiments carried out by Elton Mayo at Western electrical company. According to the experiment two groups of workers performing the same type of job were placed in two different rooms; one under control and another one left free and in contact with many environmental factors like change in weather, lighting and wind. the ones under control were only left with the contacts of those in management who issued orders on what is expected of them as well as encouraging them to perform . The workers who were left to interact with the others and granted some freedom to choose what they felt to be good for them and the operations of the organization were found to be performing better than the ones in the control enclosure. The theory of human relations argues that the employees of an organization should be left to work jointly and in harmony to be motivated to achieve the best (Salaman, Storey, & Billsberry, 2005). In the hospitality industry, individual interaction between the workers, the management group and the customer is essential for the better understanding of each ones’ needs and interests. The human resource is the link between these groups of people thus they should consider growth and development of employees as the major part of the process of planning as they set goals and objectives of the entire team in order to affectively and efficiently achieve them. The goal of each of the group is to offer the best services to their customers. As a profit, the amount of profit that a hotel makes and the records of the guests hosted realize making organization this. The most essential effect of increasing the workers motivation is rapid increase in the productivity and performance of the entire organization. According to the theory, once the workers are granted some freedom to interact amongst themselves and with the workers of the other related organizations, they have a chance of acquiring new ideas of doing things thus improvement in the working skills. The workers will also be able to freely interact with their customers while offering the services hence for the discovery of their interests. This is necessary as guidance for the workers to determine the nature of the services to offer, thus enhancing the perceptions of the customers towards the services offered in the hotel (Barker & Mercer, 2010). Recommendation the human resource management of the workers in a five star hotel should ensure that they are very strict on the type of the workers that they recruit should have good interpersonal and group relationships so as to relate well with their customers and be able to work as a group for the achievement of the set goals and objectives. These workers should be granted all the freedom to interact with the other workers offering similar services so as to learn some ideas of doing things thus improve the kind of the services that they offer to their customers are the best and the most appropriate for their needs and interests. These workers also need to be often trained for the improvement of their working skills especially in the rapidly changing lifestyle. For example, the new technology is bringing changes, which need to be implemented in the services offered by the hospitality industry. The computer services are very common in most of the present homes, therefore for the guests to be comfortable and feel like at home in the hotels, these services should be made available. The workers who are always at their service should be conversant with all the electronic operations for the customers to fully trust them and feel comfortable with them. Conclusion The workers are the key determinant of the perception of the customers towards the services offered in a five star hotel. This is because they are the ones offering the services hence they play a great role in developing the atmosphere of the place based on their relationship with the customers. Their operations and quality of the services they offer always determine the nature of the management they operate under. This means that the human resource management should be keen on the operations of the workers depending on the interests and the desires of the customers they deal with. Five star hotels provide services to some of the most prominent people across the world. It is therefore important that utmost attention and care be guaranteed. Human resource management should be explicitly efficient. Bibliography Tesone, D., 2004, Human resource management in the hospitality industry: a practitioner's perspective, PEARSON/Prentice Hall, Longman. Boella, M. & Goss-Turner, S., 2005, Human resource management in the hospitality industry: an introductory guide, Butterworth-Heinemann, Oxford. O'Fallon, M. & Rutherford, D., 2010, Hotel Management and Operations, John Wiley and Sons, New York. Nickson, D., 2007, Human resource management for the hospitality and tourism industries, Butterworth-Heinemann, Oxford. Heneman, R., 2002, Human resource management in virtual organizations, IAP, New Jersey. Banfield, P. & Kay, R., 2008, Introduction to Human Resource Management, Oxford University Press, Oxford. Salaman, G., Storey, J. & Billsberry, J., 2005, Strategic human resource management: theory and practice, SAGE, Kansas. Barker, B. & Mercer, J., 2010, Human Resource Management in Education: Contexts, Themes and Impact, Taylor & Francis, London. Read More