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Hotel industry is people oriented industry. More than the process and technology it is the people who have mattered in determining the service quality in hotel industry. It is the courtesy, mannerism and attitude of the attending staff towards customers which determines the customer perceptions of the service quality of any hotel apart from engendering a loyalty sentiment in the customer resulting in the patronization and repeat purchase of the hotel's service offerings…
the customers. For any commercial organization it is then a people versus people equation for its survival. Unlike other resources which an organization deploys people or its staff are live resources that think, have feelings, aspirations, motives and emotions which get nurtured, developed ,frustrated or stunted every now and then. No human would be willing to work with frustrated aspirations or stunted and suppressed feelings. Thus it becomes incumbent on an organization to nurture and develop the feelings, aspirations, emotions of its employees. This is the traditional function of the human resource management function in any organization. Present day literature, however lays more emphasis on strategic human resource management wherein the human resource management function is aligned in such a manner that fulfilling human resource management function automatically ensures reaching strategic objectives of the organization. In short the human resource management function is woven with in the overall strategy of the organization. ...
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