The teaching objectives and requirements of this chapter

Requirement to master the meaning of human resource management in hotels, objectives and requirements, as well as the content of human resource management in hotels. On this basis, because there is no requirement to understand the content of human resources development, utilization and employee motivation.

Case study

A hotel in recent times the staff turnover rate greatly increased, staff morale is low, customer complaints increased, the general manager asked the director of the office to start investigating the reasons. Office of the director of the staff through the staff consultation and multiple mapping, the results of the survey reflects: 89% of the staff feel that the hotel has no future to speak of; 75% of the staff reflect the lack of amateur cultural atmosphere of the hotel; 65% of the staff feel that they do not get the attention; and in the investigation of wages and benefits, but only 12% of the staff feel dissatisfied. In response to these problems, the general manager held a meeting of department managers overnight to discuss countermeasures, and finally decided to take a series of measures: 1, the establishment of the staff art group organization, in order to enrich the amateur cultural life of the staff; 2, the establishment of the staff home, set up a free dance hall, screening room, book bar, table tennis room, so that the staff have a place to go after work; 3, the establishment of the general manager's suggestion box, the general manager to personally deal with the content of the suggestion box, to encourage the staff to put forward more rational suggestions and suggestions. Encourage employees to put forward more rationalization suggestions and opinions, once adopted to give awards; 4, twice a month for staff competitions to improve staff morale. A month later, the store staff turnover rate gradually fell back, staff morale significantly improved, customer complaints greatly reduced. Three months later, the office director once again conducted a consultation with all the staff, and a miracle happened: 95% of the staff felt valued; 86% of the staff reflected the richness of spare time, and put forward more opinions and suggestions; 97% of the staff said they were willing to stay and work in the hotel.

The Garden Hotel is one of the oldest five-star hotels in Shanghai, with 500 guest rooms, several western restaurants, cafes, Chinese restaurants, Japanese restaurants and bars, and more than 900 employees working in the hotel, while there are only three people in charge of human resource work. After the implementation of Kingdee's attendance management module, the HR department of Garden Hotel only needs to insert the floppy disks with attendance data submitted by each department into the computer, and the data can be automatically imported into the system. After setting the conditions, the system can calculate the attendance data according to the requirements. "A lot of attendance work that was originally calculated manually is now done very quickly, greatly saving labor." Payroll is one of the most important information that employees care about, and it can't afford to make the slightest mistake. In the previous manual plus EXCEL period, calculating such a huge amount of payroll data consumes a lot of time and energy of the HR department. But now, as long as you set up different formulas for calculating wages, subsidies and bonuses in Kingdee's payroll module, the system can automatically and accurately calculate the salaries of all the employees of the Garden Hotel.

I. Overview of Hotel Human Resource Management

Human resource is the first element of a hotel. The limitation of this resource determines the overall development process first of all to optimize the allocation of human resources, so as to achieve individual employees, group benefits maximization.

1, hotel human resources and management meaning

Concept

Hotel human resources management is the appropriate use of modern management in the planning, organization, command, coordination, control and other functions of the hotel's human resources for the effective development, utilization and incentives, so that it is the most optimal combination of the maximum degree of enthusiasm to play a comprehensive management.

2, features:

First, the hotel human resource management is the management of people

Second, the hotel human resource management is scientific management

Third, the hotel human resource management is the management of the whole staff

Fourth, the hotel human resource management is the management of the dynamics

3, the content of

(1) Formulation of human resources plan

(2) Recruitment and hiring

(3) Education and training

(4) Establishment of assessment, reward and punishment system

(5) Establishment of compensation and welfare system

(6) Cultivation of high-caliber managers

4, hotel human resources management goals and requirements

To establish a Specialized workforce, the formation of the best combination of employees, fully mobilize the enthusiasm of employees.

Two, the hotel human resources development

1, staff recruitment

Adhere to "open recruitment, voluntary enrollment, comprehensive assessment, merit-based" principle.

1) the development of staff recruitment program

including the target and number of recruitment; the development of recruitment standards; to determine the means of recruitment; choose the timing of recruitment.

2) staff recruitment and employment

There are two kinds of recruitment procedures, internal and external recruitment

External recruitment procedures:

Including: preparation and planning stage; publicity and registration stage; comprehensive assessment stage; merit-based recruitment stage.

Internal recruitment procedures, including:

One is the promotion of internal staff, and the other is the transfer of internal staff.

2, staff training

Training is the core content of human resources development, which is well known. In the hotel, when the new staff into the store, the work performance fails to meet the requirements of the hotel, the increase in complaints, the quality of service to the customer problems, waste increase, the introduction of new equipment, the staff to promote a variety of training. In 2002, the basic situation of the national tourism hotel staff training as an example (see chart on the next page).

In 2002, the training situation of the national tourism hotels Unit: person-times

Objects

Category Total Full Vice

General Manager Department

Manager Supervisor Waiter Chef Other

Personnel

Total 396049 6398 24843 31008 246657 45647 41496

Manager job qualification training 24276 3084 10328 7096 ---- 3768

Worker technical

grade training 69819 -- 1182 4461 40470 13890 9816

Adaptive

Training 301186 3043 13111 19359 206049 31726 27898

Foreign training 768 271 222 92 138 31 14

In 2002, China's tourism hotel training has been developing steadily, with 396,000 person-times counted nationwide***, accounting for about 78% of the total amount of training in the entire tourism industry. From the training category, due to adaptive training has a short time, quick results, flexible, targeted, wide range of applications and other characteristics, so it is the main hotel training, accounting for about 76%. From the object of training, senior management, middle management and first-line staff between the formation of a more reasonable pyramid structure, waiters due to the number of practitioners, its training volume is also the largest, amounting to 246,600 people, accounting for about 60% of the hotel training.

1, significance

(1) training can improve the cultural and technical qualities of staff

(2) can improve the quality of service

(3) can reduce attrition and labor costs

(4) can provide employees with opportunities for development

2, the principles

including: the full range of training objects; training content of relevance; flexibility of training methods. The relevance of the content; the flexibility of the training method; the reasonableness of the timing of training.

3. Types of training

Generally, there are two types of training: vocational training and development training.

Vocational training, mainly for operators. There are pre-employment, post, and continuous training.

Developmental training is mainly for managers.

4, Steps

One is to find the training needs, and then develop training programs; implementation of training programs; and finally assess the effectiveness of training.

Hotel training is usually manifested as "fill in the gaps", "fill in the gaps" is necessary, it can solve some of the unavoidable problems. But training is only "fill in the gaps" is certainly not enough, developmental training, give full play to the potential to enhance the sense of achievement of employees, mobilize the enthusiasm of employees, initiative, creativity, and effectively prevent the staff in the work of the maladaptation, this prevention seems to be preferable to mending the sheep.

In addition, the establishment of a learning organization, to address the hotel's future development needs of emerging skills, and effectively grasp the adult nature of the training object, cross-training, etc. are also some very worthwhile practices.

For example, the establishment of a learning organization. Learning organization is a new concept popular in recent years in the international management community, it refers to an organization as a person can also learn. If an organization is able to learn continuously, it is most capable of surviving and maintaining prosperity. The ultimate goal of hotel training is to build the hotel into a learning organization, into a learning enterprise. In such a hotel managers are leaders in learning, people, work and systems are committed to continuous learning and improvement, so that the entire hotel to form a willingness to learn, a learning culture, full of vitality and creative spirit. Managers and employees can continue to learn new ideas, new methods, can be guided by each other in an atmosphere of accumulation of professional competence, to maintain the hotel's sustainable development, the quality of service continues to improve.

In addition, to address the emerging skills needed for the future development of the hotel. With economic development and technological advances, the future development of hotels will certainly make the skills and purposes required by hotel workers different and possibly more complex. These include information processing skills (the ability to find, acquire, evaluate, filter and use information.) Interpersonal communication skills (including all aspects of interpersonal communication, which are important for managers). These include problem-solving and decision-making skills, computer skills (the ability to obtain, send and process information through computers), creativity and innovation, and the ability to create new ideas. The most important of the above skills is the ability to create and innovate, to come up with new ideas, and to think of new ways. The most important of the above skills is the ability to create. Facing the challenge of knowledge economy, the hotel needs innovation at all levels to realize sustainable development. Therefore, in the training process to highlight the cultivation of creative thinking of employees.

Effectively grasp the adult nature of the training object. Trainers should not presume to teach what they think should be taught, but as far as possible to make employees learn what they really want to learn. In addition, trainers should aim to create a relaxed learning environment that is respectful and encourages full communication and participation.

Conduct cross-training. It goes without saying that cross-training is a good way to understand, communicate, and work together. So what constitutes complete cross-training? Generally speaking, it should include departmental cross-training, shift cross-training (the same department, different shifts or positions between the cross-training.) The upper and lower cross-training (usually a certain level of employees to receive a higher level of post training, such as waiter - foreman, foreman - supervisor.) This kind of comprehensive cross-training can enable the department to have a better understanding of the staff. This comprehensive cross-training not only can make the department to achieve a complete understanding of each other, to avoid unnecessary trouble; but also can make the staff in the work of the problem is easy to think differently, conducive to the coordination of work; but also can make the lower level fully appreciate the higher level of the pain and suffering in the work of the work of the higher level of the work of the more cooperative, full support for the work of the higher level.

Three, the hotel's use of human resources

1, the establishment of staffing

According to the hotel's business direction, scale, grade, business situation, organizational structure, staff political ideology and business qualities, in line with the purpose of economizing and improving efficiency, based on the establishment of the job responsibility system, to determine the number of various types of personnel must be equipped.

1) the basis for the preparation of staffing

Generally speaking, the preparation of staffing should be consistent with the principle of streamlining, efficiency, savings, but also to protect the normal operation of the hotel and the physical and mental health of employees. Usually there are several aspects:

One is the level of the hotel, the higher the star, the higher the proportion of people. The second is the size of the hotel; three is the layout of the hotel design; four is the hotel's organizational structure and job setup; five is the hotel is equipped with the status of the hotel's physical equipment; six is the hotel's labor efficiency, labor quotas are high, less people, and vice versa, more people. Seven is the hotel business situation, such as customer flow will be due to the season, climate, transportation, economic, political and other factors and changes.

2) method

First, the post staffing method

According to the hotel's organizational structure, job setup and job responsibilities, combined with the hotel's job workload, work shifts, labor efficiency and employee attendance and other factors do not determine the number of personnel required for different positions in the preparation of staffing methods. Usually used in the front office department, purchasing department, engineering department and other departments of staff and management staffing.

Position configuration. Position is the division of work unit, the organic combination of positions constitute an effective organization. Hotel jobs with the hotel business environment and business changes and changes. The current hotel organizational structure is the result of the flattening of the hotel business model changes. According to the actual situation of the hotel, scientific and reasonable job setting is an important part of human resources development. In this process, the focus is to start from the job analysis (only thorough analysis of the work content, the job setup may be reasonable), the development of a clear job specification, the duties of each position, qualifications and conditions of service, only to do this, the recruitment of employees, assessment, training, and promotion is based on the basis of the case to follow. Knowledge-based economy, some of the hotel's original job functions were weakened or canceled, and the emergence of a number of new positions, for example, many hotels did not have a service center this post, and now in order to effectively connect the front desk and the floor, they have begun to set up a guest room service center this post. This requires that when setting up and adjusting the position to "set up posts according to the matter, according to the talent of the post", must not set up posts according to the person, resulting in organizational bloat, people overworked, and can not be casually arranged for employees in a position, resulting in "too little for too big" or "Small materials are greatly used", both of which will make the staff lose enthusiasm and creativity.

Second, the equipment staffing method

According to the number of hotel equipment and employee workload, combined with the number of times the equipment runs and employee attendance and other factors do not determine the number of personnel required to prepare staffing method. This method is commonly used in the engineering department, laundry department.

Third, the proportion of staffing method

According to the actual workload, labor quotas, labor efficiency and other factors, according to a certain proportion of staffing to calculate the number of personnel required method. That is, in accordance with the total number of employees or the proportion of a certain type of personnel to calculate the number of another type of personnel method. This is based on the objective existence of a certain proportion within the hotel relationship proposed. Such as the ratio of kitchen and cutting staff.

Fourth, the efficiency of staffing method

Based on labor efficiency, combined with the actual workload, work shifts, attendance and other factors to determine the number of personnel required method. Where the implementation of work quota management and manual operation of the main types of work, can use this method of staffing. Work quota mainly has two kinds of work hour quota and workload quota.

2, reasonable employment

Only reasonable employment, it is possible to play its strengths, effectively mobilize its enthusiasm, to achieve the goal of human resource management in the hotel.

1) principles

First, the principle of using people's strengths

The hotel staff, once hired, training, it should be made to suspect that people do not use, use people do not suspect, boldly enabled. First of all, we should know people well, with their strengths, dare to press the burden, to give them challenging tasks. In the era of knowledge-based economy, the hotel staff is mainly knowledge workers, as managers, once convinced that they have the most suitable candidates arranged in a reasonable position, they should be awarded the corresponding power to give full play to their initiative and creativity. Have the right to responsibility, the staff will think that this is the manager's trust in their own, inevitably with great enthusiasm into the work, for the hotel to create benefits. On the contrary, if it is limited to its hands and feet can only make it lose enthusiasm, and its "resources embodied" is only on paper. Secondly, to exclude interference and prejudice, the staff's work performance for objective and fair evaluation, to ensure that the staff to meet the needs of self-realization. Finally, overcome the mentality of blame, frankly point out the shortcomings, and help them to improve their work ability and work quality.

Second, according to the ability to award the principle

Third, the principle of fair competition

Fourth, the principle of eclecticism

First, the principle of optimization of the structure

Second, the principle of dynamic management

2) Employing the system

Fourth, the hotel staff incentives

1, the concept of incentives

Motivation refers to the motivation to stimulate people, so that people produce internal motivation, and towards a certain goal of action of the psychological activity process, that is, the mobilization of human enthusiasm process.

2, the role of incentives

1) incentives can mobilize the enthusiasm of the staff

2) incentives can form a team spirit

3) incentives can improve the quality of service

4) incentives can improve the level of management

3, incentives

3, incentives

Managers should be through the hierarchy of needs theory, the theory of the two factors, the theory of reinforcement, the theory of fairness, the theory of the two factors, the theory of the two factors, the theory of the three factors. theory, two-factor theory, reinforcement theory, fairness theory, expectation theory, goal theory and other incentive theory, and take a variety of targeted incentives to manage employees and stimulate their enthusiasm, so that everyone do their best to consciously and voluntarily to complete the work.

People's potential is very great, the reason why people are called resources is because he has an immeasurable potential, and how to tap this potential is the hot issue of human resources development. Often companies will use incentives as a means to develop the inherent ability of employees. There is a proverb that says, "Praise can make a fool into a genius". American Harvard University professor William James found that in the lack of incentives in the environment, human potential can only play 20% -30%, as far as possible to keep their jobs, but in a good stimulating environment, the same people can play out the potential of more than 80%. This shows the important role of incentives. Soviet psychologists have conducted research on the potential of the human brain, the results show that: the average person only uses a very small part of its thinking ability. If a person can utilize half of his brain's capacity, he will be able to quickly learn 40 languages, memorize all the entries in the Soviet Encyclopedia, and complete the courses of 10 universities. In terms of physical strength, studies have shown that the organs and structures of the human body are able to withstand 10 times the loads that they are subjected to in everyday life. Therefore, the potential of the staff is a great wealth of the hotel, and this wealth is in the hands of the hotel managers. Hotel managers who can fully mobilize the enthusiasm of the staff to play the potential of the staff, will greatly improve the quality of service and labor productivity of the hotel, improve the image of the hotel, improve the competitiveness of the hotel, the hotel to create greater profits.

How in the world to stimulate the potential of employees? There are many ways:

1) target incentive (through the establishment of work goals to motivate employees)

No management without goals, management is the process of approaching the goal step by step. In the process of goal motivation, to guide the staff's personal goals and objectives of the hotel in the same direction, so that the staff's personal interests and the hotel's collective interests are consistent. We know that the incentive role of the goal = target value × expected probability, but not just any goal can be, the goal can not be high, big, let the staff feel that through certain efforts can be achieved, otherwise it is just a phrase, but also may play a negative role in the loss of confidence in the staff. At the same time, this goal should also be multi-level, multi-faceted. If only the total goal will make people feel unattainable, multi-level goals will make employees feel a sense of reality, and the goal will be transformed into work pressure and motivation.

2) Role motivation (also known as responsibility motivation, is to allow individuals to recognize and take responsibility, to stimulate their dedication to play the role of the spirit, to meet the sense of achievement)

Psychological surveys based on Maslow's theory of motivation for human sexual behavior, regardless of the type of organization, the pursuit of achievement, self-fulfillment is the desire of most people. Mayo, a behavioral scientist in the United States, conducted a survey of workers in an American company as follows:

Achievement

Appreciation

Work

Itself

Justice

Groups

Affection

Responsibility

Growth

Opportunity

Salary

Job

Assurance

Self-esteem

Status

Promotion

Dissatisfaction

(%) 25 6 12 21 7 6 4 5 6 2 3 2

Satisfaction

(%) 28 21 12 2 8 7 9 3 3 5 3 2

Meanwhile, at our Dalian Management training center in Dalian, China, U.S. experts have done a survey of Chinese trainees, the following table:

Business managers (%) Government officials

(%) Teachers and technologists (%)

Achievements 81 70 66

Salary, bonuses 28 42 41

Honors 15 15 18

Attractive jobs 62 67 48

Family's future 17 15 41

Promotion 11 3 9

Competent leader 13 27 20

Friendly leader 19 12 20

Working environment and conditions 45 45 41

Both of the above two surveys with different target audiences have proved that the majority of the people have high expectations for achievements. This is a universal human requirement, not just a characteristic quality of elite people. Capture this demand, as a hotel manager's responsibility is to help employees recognize and value their own responsibilities, the same should also pay attention to the subordinates to the ability to equal or slightly greater than their ability to responsibility, so that both the staff feel valued will also make it appreciate the significance of the work. In addition, but also to give employees a certain degree of autonomy, many hotels now give the receptionist a certain amount of preferential rights, so that it can be based on the actual situation to decide whether to give guests preferential not only increased sales but also stimulate the sense of responsibility of the staff, this initiative is undoubtedly the role of incentives for the best citation.

3) material incentives

Marx said, "people struggle for everything, are related to their interests". Under certain conditions, especially in the market economy and in the primary stage of socialism, where material life is not very abundant, material incentives can play a considerable role, and it is also the superior's recognition and appreciation of subordinates.

4) Competitive incentives

Competitive incentives are actually honor incentives. Hotel service personnel are mainly young people, they are motivated, the hotel can often hold some competitions, not only can mobilize the enthusiasm of the staff, but also improve the quality of the staff.

5) information incentives

This kind of incentive is not very prevalent nowadays, but it brings the role of incentives is no less than other incentives. Hotel managers can organize staff to visit other hotels to learn, which is not a good way.

6) reward and punishment incentives

In the management of reward is sure, punishment is negative. Appropriate punishment can not only eliminate the negative factors, but also can change the negative into positive, the combination of the two incentives for better results. But the use of this approach should pay attention to the following issues: timeliness. Don't do the thing of "sending umbrellas after the rain". Timely recognition of achievements, the error of timely punishment, criticism, or the effect will be greatly reduced after the event. Accuracy. Whether it is rewarded or punished, we must be realistic, appropriate, and strive to be accurate, otherwise it can only attract resentment and adverse consequences. Incentive did not work but bring problems seems to be a little worthless. Artistry. A lot of things are different from person to person, reward and punishment incentives are no exception, according to the psychological characteristics of different objects in different ways. Some people love face, verbal praise to bring the role of sometimes more useful than bonuses. For employees who only recognize money, monetary rewards are the most suitable.

7) participation in incentives

Everyone wants to participate in the management of the hotel staff is no exception, they always want to have a say in the management of the hotel. Therefore, hotel managers and human resources workers should be good at giving employees the opportunity to participate in management, participation in decision-making and opinions. To listen to the voice of the subordinates, because the ultimate implementer of the decision or subordinate employees. Nowadays, almost all hotels have their own newspaper, hotel newspaper is not only part of the hotel's corporate culture, but also a very effective way to communicate with employees, motivation and management. In fact, there is a very effective way, but many hotels are not applied. According to statistics in the United States, Germany, some countries in the way the application rate of 39.7%, this way is GM reception day (general manager reception day). It makes every employee have the opportunity to face to face with the general manager to say their heart, talk about the heart of the "lumps", put forward rationalization proposals. For the hotel overall human resources development of this incentive should be widely emphasized and applied.

8) emotional incentives

It is the work of the staff on the strict requirements at the same time in the life of caring for and respecting the staff, to "love" moving people. The so-called respect for employees, that is, respect for employees in the hotel's master position; understanding of employees, that is, understanding the spiritual and material pursuit of employees; care for employees, that is, we must be concerned about employees, as far as possible, to solve the practical difficulties of employees. High morale must have the necessary material security, in the hotel means to create a good working environment and living conditions for employees. Only the staff really realize that they are respected, really is the master of the hotel, they are back to the spirit of ownership of active work. Take this approach does not mean that all the time full of feelings, sometimes "in the snow" brought about by the emotional shock is immeasurable.

9) promotion and transfer incentives

The use of people's progressive mentality, to give employees on the position of promotion, is undoubtedly an extremely effective method. In the hotel in a timely manner to the performance of excellent and plastic talent promotion opportunities will allow employees to see a bright, will let him feel the value of the work. But if it has not been valued, has not been able to get the affirmation, will only make people disheartened, looking for other opportunities for self-development, brain drain is inevitable. In addition to the good performance of the staff promotion, but also through the hotel within the transfer of staff positions to motivate employees. Sometimes individual managers and employees have contradictions, coordination does not help when the staff will be transferred to other positions is not a good way. Because the staff is not necessarily wrong, if you sit back and do nothing will only affect the staff's motivation, and can not play a role in bringing benefits to the enterprise. Through the transfer of positions can not only make full use of human resources, but also can motivate employees to bring greater benefits to the enterprise.

10) modeling incentives

"What kind of managers have what kind of employees," which is often said that the importance of exemplary role. Very often, the work is very busy, take the initiative to participate in the work, to assist the staff of the leadership of the staff to bring not only touched, but also more incentives. If only a command, picking faults can only cause employees to annoyance, so that employees lose interest in work. Managers should lead by example, from all aspects of strict requirements and improve their own, to their own enthusiasm to influence and motivate subordinate employees.

Motivation seems easy to implement, but there are some difficulties, if the wrong way, improper scale will bring the opposite effect. In the motivation process, the two most important points are:

One is that incentives are only generated in the heart of the staff to meet the internal needs of the staff to have a better effect, otherwise it can only be a "lute to a cow". Each employee's needs are different, a good book, a concert ticket, a ball ticket, a lecture, a certificate, a day of vacation, a trip and so on, as long as the right person can achieve the desired results.

The second is that motivation should be based on positive reinforcement, of course, does not exclude appropriate criticism and punishment. In the positive reinforcement of the incentive process,

To be fair, just, open, pay attention to the specificity, do not "do a good job, excellent work" and other general, vague concept of reward. To be timely and accessible. Mention of rewards can not be mentioned without punishment, the careful use of punishment is essential. Although punishment is a means of incentives, under certain conditions can play a certain positive role, but managers should remember: punishment is only a means rather than an end, can not be abused. Otherwise, not only can not play a role in motivation, but will cause confrontation, not conducive to the formation of team spirit. As for the dismissal of employees should be more careful. Many domestic hotel managers mistakenly believe that the reason for good management of foreign hotels is "strict", can be dismissed employees, in fact, this is not the case. Once was the United States "Hotel" magazine as the most outstanding hotel manager Ritz? Carlton Group General Manager Mr. Schultz is firmly opposed to the practice of firing employees. He believes that "repeated training of newcomers is the biggest waste", and "old customers do not like new faces", and this idea is now the domestic hotel managers should learn from. Talent is not to waste but to retain and develop. Finally, we should pay attention to the art of language. Hotel managers should be able to use concise and clear and even very moving comments to discuss, mobilize, persuade colleagues or employees, so that they emotionally **** Ming. If a manager only knows monotonous repetition of higher instructions, coupled with tiresome verbiage, is bound to cause resentment of colleagues and employees of the reverse psychology, and even end up doing things badly. Managers should be good at using humor and sense of humor to motivate employees and enhance the relationship with employees. Sense of humor is the lubrication of interpersonal relations, it is a good smile instead of complaining, to avoid quarrels; humor will make employees like you more, trust you. Employees want to work with people with humor, happy to do things for such people. Because with this kind of people **** thing is a kind of spring breeze feeling. In short, hotel managers should be good at using "incentives" as a lever to mobilize the enthusiasm of the staff to improve service quality and efficiency, to achieve the hotel management objectives.