Wednesday, December 4, 2019

Room Division Management for

Question: Discuss about theRoom Division Management for Training and Development. Answer: Employees are the most significant resources within the hospitality industry and they are 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 employees and housekeeping play the key role in building and sustaining the reputation and image of the hotel. According to Boella (2017) he hospitality industry is the industry which mostly needs low level of skills and little training and development of employees. In fact, some findings indicate that there is no such correlation between the position of the employees and their educational level in the room division management. Along with that, some researchers have also 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 of employees in room division management having lower level of skills other than th e multinational hospitality organizations. However there are factors which make difficult for the organizations in hospitality industry in attracting and retaining the appropriate employees in room division management. These factors include transient work force, low payment and serious lack in the formal qualifications (Tracey, 2016). In a study focusing on desired competencies in the front office and housekeeping managers and employees, it is shown that significant skills are required for the front office jobs such as communicating with other employees and guests, thinking in a creative way for innovative service, developing the service orientation, identification of problems, listening and problem solving skills, quality management etc. The employee perception for this jobs also show that there has been a relative significance of the competencies like the interpersonal behavioural and relationship skills 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 level of the employees such as promotion chances, good pay, nature of the job etc. It has also been indicated that the satisfied employees tend not to leave the job, therefore the rate of turnover are low for such employees. However, there has been a major finding that the employees with more educational qualification tend to have greater level of job satisfaction. The front office and housekeeping employees are responsible for a lot of things to make the guests stay comfortable within the organization. The room division is the combination of housekeeping, front office, security and maintenance employees. Therefore the supervisor or the managers of this department should have experience and skills for these jobs. As an employee or a manager, communicating with other is also important. Employee talent has been a severe issue in these departments as mostly it is believed that these employees require a lower level of competency. The hotel business is not only dependent of the 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 in dealing 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 soft and hard skills. Communicating with guests is turning into a crucial job from the room division management employees, therefore employees should also develop skills for being able 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 and develop a skilled workforce, which will eventually help the organization to gain the competitive advantage. However recruiting people who are competent enough to deal with complicated situation is a major issue for hotel industry. The major advantage of having skilled 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 Bohlander, 2015). The front office personnel should be having social skills and special qualities for dealing with the guests, apart from having the capability of performing in complex situations. However, this need is not always fulfilled, as most people believe that lower level skills are required for the room division management employees. Therefore, it can be said that finding suitable employees with required talent for front office and housekeeping has been a trouble for hospitality industry. It can be said that motivation is a force that directs special behavioural alternatives that are suggested while considering among the options of behaviour. Expectancy theory was initially developed by the concepts of Vroom. It is seen that nowadays the employees of the hotels are immensely interested in working in front office as various incentive programs are there from where they can earn significant amount of money. It can be said that these incentive programs actually benefits all the stakeholders of the hotels and from the financial gain the employees become more motivated towards work for the company and that is also a gain of the company. Not only the financial part, while working in the front office, it may appear that the front office employees are the representatives of the organization and that can provide a major amount of job satisfaction to the employees that cannot be denied (Jaworski et al., 2018). The front office employees many a times work as supervisor of some ma nagers which makes the job most prestigious in the hotel business and that is another force that is nowadays driving the hotel employees to yearn for working as a front office employee in hotels. Thus it can be said that the dignity, monetary benefit and the higher post or importance of the role played in the organization, are the driving factors that are attracting the hotel employees nowadays to work in front office of the hotels. The hotels tend to have numbers of incidents occurring throughout the day as this industry mostly deals with different kinds of people coming from all around the world. The guests are with diverse characteristics coming from different countries and different cultures. Even the highly reputed hotels may not be capable of satisfying their every customer with their services. Usually the front office and housekeeping employees are responsible for interacting with guests directly, therefore there are several challenges that they face on a regular basis. Such challenges are: The room division management employees are accountable for managing the emotions of the guests including angry customers who have not received their services properly. Therefore this can be a major challenge for them. The front desk employees tend to handle numerous calls throughout the day and sometimes it is impossible for them to understand how much time consuming the calls are going to be before taking the call. Some customer can call to confirm their booking or update their whereabouts or may be sometimes rescheduling their bookings (Moreo, Green O'Halloran, 2018). Therefore managing such calls with varied numbers of issues can be a major challenge for the employees. Managing the flow of guests at the busy times can be another significant challenge for the room division employees. When customers have to wait at the front desk, they can get annoyed and frustrated with every passing minute. However, it is not only the irritation of the customers the front office employees have to deal with, but they also have to deal with the other teams such as housekeeping, security for offering the guests the best possible services. Utilizing techniques for keeping the guests informed regarding the delays in service and referring to the service guide can be a key challenge as well. The front office and housekeeping staffs are accountable for responding immediately to the complaints regarding various issues such as quality of service to delay in services the guests are receiving (Felicen et al., 2014). Therefore balancing understanding and compassion with these situations and settling on the ways for addressing such issues can take a toll on their time and energy, no matter how much experience he or she has. Therefore, it can be said that the room division management employees are the key for the maintenance of productivity and efficiency along with having brilliant understanding with the guests. The staffing issues within the hospitality industry indicate that the organizations tend to face major challenges in attracting and retaining the employees which eventually results into shortages in staff members. The turnover rate of employees can be defined as the involuntary or voluntary withdrawal of the employees from their existing organization. Employee turnover has always been a major issue within the hospitality industry. Excessive turnover including the important employees tend to hinder and disrupt the effectualness of the organization (Sucher Cheung, 2015). Therefore, attracting more skilled employees and reducing the turnover rate is very much significant as it can reduce the cost for recruiting, selecting and the training along with improving the service quality of the organization. In order to attract more skilled employees for the organization, proper training and development of the employees, providing fair payments are key practices that should be adapted by most o f the organizations in this industry (Peshave Gupta, 2017). Recruiting employees selectively is essential for enhancing the commitment of employees which also helps mitigating the turnover rate of the staff members as it tends to exert a major influence on the culture of the organization. A key practice that leads to selective staffing is to attract adequate applicants in order to make sure that the organization gets the best qualified employees amongst them (Combes et al., 2016). Therefore, a pragmatic job preview is necessary for the potential candidates so that they can also assess the effectiveness of the organization (Meagher, 2017). In addition to that, selective staffing also includes using several reliable methods for selecting the potential employees along with involving more stakeholders in the decision making process. Therefore, this practice can help attracting the best talents for the organization (Goh Kong, 2016). The training and orientation also help the employees to get familiarized with the regular services of the employees and maximise the skills, knowledge and abilities for performing their jobs. Therefore in order to retain employees in the room division management, the organization should provide professional training and development sessions with capable trainers (Robinson et al., 2016). Along with that offering fair and competitive pay is also essential for retaining employees. It has been found out that most of the non-managerial staff members in the hospitality industry tend to have a lower pay that any other industry which also lead to higher turnover rate for the employees and trouble to attract and retain their skilled employees (Gordon Adler, 2017). Therefore for retaining the most competent and experienced employees in the room division management, the hospitality organizations should provide smart pay along with non-monetary benefits and necessary recognition for dealing wit h difficult situations. A friendly management and supervision style can help satisfying and retaining employees as it will help to reduce the working stress (Riley, 2014). Recommendations for attracting and retaining room division staffs: A specific and well-knit framework should be provided to the employees at the initial phase of their jobs so that they can understand that what exactly the organization expects out of them. This will help them to shape their daily jobs in a positive way. The supervision quality that the staff members receive is also significant for the employee retention process. As the room division employees have to deal with different kinds of guests, they should get adequate help from their managers and supervisors (Knox et al., 2015). If the managers make the staff members feel that they are undervalued, it can immediately contribute to the employee turnover. The employees should be given enough freedom for speaking her or his mind. Whenever the employees are having issues with their job, both internally and externally, the higher management should be supportive and work on their feedbacks. They should be treated fairly and there should not be any kind of discrimination amongst employees based on any gender or race (Goh Kong, 2016). Reference list Boella, M. (2017).Human resource management in the hotel and catering industry. Routledge. Combes, P. P., Decreuse, B., Laouenan, M., Trannoy, A. (2016). Customer discrimination and employment outcomes: theory and evidence from the french labor market.Journal of Labor Economics,34(1), 107-160. Deresky, H. (2017).International management: Managing across borders and cultures. Pearson Education India. Felicen, S. S., Rasa, L. C., Sumanga, J. E., Buted, D. R. (2014). Internship performance of tourism and hospitality students: Inputs to improve internship program.International Journal of Academic Research in Business and Social Sciences,4(6), 42. Goh, E., Kong, S. (2016). Theft in the hotel workplace: Exploring frontline employees perceptions towards hotel employee theft.Tourism and Hospitality Research, 1467358416683770. Gordon, S., Adler, H. (2017). Employee perceptions of well-being and organizational wellness offerings: A study of line-level employees in select-service hotels.Journal of Human Resources in Hospitality Tourism,16(3), 308-330. Jaworski, C., Ravichandran, S., Karpinski, A. C., Singh, S. (2018). The effects of training satisfaction, employee benefits, and incentives on part-time employees commitment.International Journal of Hospitality Management,74, 1-12. Knox, A., Warhurst, C., Nickson, D., Dutton, E. (2015). More than a feeling: using hotel room attendants to improve understanding of job quality.The International Journal of Human Resource Management,26(12), 1547-1567. Meagher, K. A. (2017). An examination of the recruitment selection factors for a front desk agent.Journal of Human Resources in Hospitality Tourism,16(2), 171-191. Moreo, A., Green, A. J., O'Halloran, R. (2018). What certifications are important in the hospitality industry?.Journal of Human Resources in Hospitality Tourism,17(1), 121-135. Peshave, J., Gupta, K. (2017). Challenges in the career progression of women in Hospitality Industry-a review of literature.International Journal of Commerce and Management Research,3(2), 158-165. Riley, M. (2014).Human resource management in the hospitality and tourism industry. Routledge. Robinson, R. N., Kralj, A., Solnet, D. J., Goh, E., Callan, V. J. (2016). Attitudinal similarities and differences of hotel frontline occupations.International Journal of Contemporary Hospitality Management,28(5), 1051-1072. Snell, S. A., Morris, S., Bohlander, G. W. (2015).Managing human resources. Nelson Education. Sucher, W., Cheung, C. (2015). The relationship between hotel employees cross-cultural competency and team performance in multi-national hotel companies.International Journal of Hospitality Management,49, 93-104. Tracey, W. R. (2016).The human resources glossary: The complete desk reference for HR executives, managers, and practitioners. CRC Press.

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