HUMAN

RESOURCE
MANAGEMENT
IN THE
HOSPITALITY
INDUSTRY
DTA 40133: HUMAN RESOURCE MANAGEMENT
 TOPIC 1.2

Introduction
to
Huma n
Re source
 At the end of this chapter, you should
b e a b le t o :

• Lis t s p e c ific h u m a n re s o u rc e
re s p o n s ib ilit y in a h o s p it a lit y

Learning
o rga n iza t io n .

Objectives
• Fu n c t io n o f HRM

• Im p o rt a n c e o f d ive rs it y in t h e
h o s p it a lit y wo rkp la c e .

• Diffe re n t ia t e HRM a n d
Pe rs o n n e l Ma n a ge m e n t .
 2. Training and
development

• Employment 3. Payment/
reward systems.

7. Industrial Function of HRM

relations
4. Health and
safety

6. Productivity 5. Employee
improvement services/ welfare
schemes
1. Employment
• Human resource planning

• Setting policies and administering

disciplinary action systems
• Recruitment.

• Establishing career movement

policies, including transfers and
promotion.

• Terminating employees.

• Liason with Immigration and Labour

Department.
• Records keeping
 2. Training and
Development
• Holding induction programmes.

• Providing skills training.

• Organizing supervisory and

management development
programmes.

• Establishing and administering

performance management and
appraisal systems.
 3. Payment/
re wa rd syste ms
• Developing a wage structure.

• Preparing information for payroll.

.
• Establishing incentive schemes.

• Advising on benefits.
4. Health and
Sa fe ty
• Organizing safety programmes

• Establishing wellness programmes

• Accident investigation

• Provision of health services

5. Employee
se rvice s/ we lfa re
• Overseeing canteen facilities

• Provision of transport

• Provision of recreation facilities

• Counselling

• Managing employee assistance

programmes
 6. Productivity
Improve me nt
Sche me s
• Establishing and maintaining quality
improvement initiatives.

• Introduction and implementation of

suggestion schemes, team problem -
solving activities and other similar
programmes.
 7. Industrial
Re la tions
• Establishing and maintaining quality
improvement initiatives.

• Introduction and implementation of

suggestion schemes, team problem -
solving activities and other similar
programmes.
Are there
any
q ue s t ion?
IMPO RTANC E DIVERSITY IN THE
HO SPITALITY W O RKPLAC E
 Tourism, and the broader hospitality
in d u s t ry, p ro vid e s a n o p p o rt u n it y fo r

Importance
e m p lo ye e s a n d t o u ris t s a like t o e n ga ge in
n e w c u lt u ra l e xp e rie n c e s a n d t o ga in in s igh t
in t o h o w o t h e r p e o p le live .

diversity in Fo r e m p lo ye e s t o in t e ra c t wit h p e o p le o f

the b ro a d c u lt u ra l b a c kgro u n d s , in c lu d in g
va ryin g ra c e s , c re e d s , a ge s , c o lo rs a n d

Hospitality
s e xu a l o rie n t a t io n s , it is im p o rt a n t fo r t h e m
t o a p p re c ia t e c u lt u ra l d iffe re n c e s .

workplace Wo rkp la c e d ive rs it y in t h e h o s p it a lit y

in d u s t ry is a c h ie ve d t h ro u gh c o d ifie d
gu id e lin e s t h a t p ro m o t e e q u a l e m p lo ym e n t
o p p o rt u n it y re ga rd le s s o f a ge , s e xu a l
o rie n t a t io n , ra c e o r c re e d .
Importance The nature of hospitality needs the diversity.

dive rsity in There are many departments in the hotels,

including housekeeping department,

the
marketing department, human
resources,finance and other different
departments.

Hospita lity Good hospitality management should link

workpla ce each department well. Under this

circumstance, diversity is rather important.
 Workplace diversity in the hospitality and
tourism industry is enhanced through visions

Importance
that promote equal employment opportunity
to cater for the different nationalities in the
market.

dive rsity in
the
The industry gets appreciate the world's
socio - cultural and economic differences
through the recruitment of people of diverse

Hospita lity
backgrounds.

workpla ce As such, businesses in this industry need to

establish organizational policies that not only
discourage discrimination but also
encourage intercultural activities such as
cultural educational programs and forums.
 Through effectively managing diversity
organisations may well improve their customer

Why
service.

Importa nt? By developing employees abilities to

communicate across cultures and understand

1. Improve d the characteristics of a diverse customer base,

organisations gain a competitive advantage

custome r
over those who do not.

se rvice
It is claimed that having organisation in which
the workforce mirrors the marketplace is an asset
in anticipating and servicing customer
needs and demands.
 It is suggested that successful diversity
management will lead to improved
creativity, innovation, problem solving

Why
and decision making.

Importa nt? Research shows that heteroggeneous

workgroups outperformed the

2 . Improve d
homogeneous groups.

te a m
e ffe ctiveness However, this team effectiveness depends
on various other factors such as nature
of the task, ability of team members,
personality of team members,
or urgency of the task.
 The nature of the hospitality business
means flexibilty is unavoidable due to
long opening hours and seasonality.

Why
Importa nt? In addition, as the workforce becomes
increasingly diverse there has been greater
pressure on organisations to respond by

3. Fle xible
being more flexible in all their processes,
systems and procedures, and not
only in their working hours.

working
a rra nge me nts Therefore, many service organisations
inevitably acquire organisational flexibilities
in terms of working arrangement, such as
holiday, employee benefits,
and terms and conditions of employment.
Why
Importa nt? Attracting talent from the broadest range of
people available will have an impact on
organisations not only in terms of the

4 . Employme nt
qualityof their workforce, but also in
terms of cost effectiveness, particularly
with regard to training time required.

of ‘be st’
ca ndida te
 DIFFERENT HRM AND
PERSO NNEL MANAGEMENT
An y q u e s t io n ?
 • De fin it io n o f h u m a n re s o u rc e

Summary of m a n a ge m e n t .

Chap t e r • Exp la in t h e im p o rt a n c e o f
h u m a n re s o u rc e
m a n a ge m e n t .

• Lis t s p e s ific h u m a n re s o u rc e
re s p o n s ib ilit y in a h o s p it a lit y
o rga n iza t io n .

• Exp la in in t e rn a l a n d e xt e rn a l
in flu e n c e t o h u m a n re s o u rc e
a c t ivit ie s .
 • Describe the purpose,

Summary of structure and function of the

MInistry of human resource.

Cha pte r • List spesific human resource

responsibility in a hospitality
organization.

• Function of HRM

• Importance of diversity in the

hospotality workplace.

• Differentiate HRM and

Personnel Management.