HOTEL STAFFING

Main Aspects of Human Resource Function

- Job analysis, manpower planning and scheduling of work
- Recruitment, selection and training of employees
- Job evaluation, conditions of employment and welfare of employees
- Promotion, retirement and termination of employment
- Employees consultation, negotiation and the handling of disputes
DETERMINANTS OF HOTEL STAFFING
i. Size of hotel – large hotels tend to have a lower staff/guest ratio than medium sized hotels
and the ratio is also low in smaller owner/managed hotels where the owner and his family
generally work longer hours and employ fewer staff.
ii. Ownership – group owned hotels tends to be larger and more standardized than the
independent hotels, which tend to be more individualized
iii. Age and layout of the building – modern purpose built hotels with a view to ease
economy of operation can operate with fewer staff than older hotels, which are more
difficult and expensive to operate
iv. Range/type of facilities and services – the greater the variety of food and beverage
facilities of other guest services in the hotel, the greater the staffing requirements
v. Methods by which hotel services are provided – hotel services may be provided
personally by staff or through self-service and other non-personal methods with wide
variations in required staffing
vi. Quality of staff – this has a bearing on the output and, therefore on the number of staff
required to provide a particular volume and standard of hotel facilities and services
vii. Organization – this influences the staffing of hotels through the division of tasks and
responsibilities, the extent of use of labour saving equipment, techniques, procedures and
the extent to which specialists, contractors and suppliers are used for particular hotel
requirements.
viii. Incidence of demand – may give rise to annual, daily, and weekly fluctuations in staffing
requirements, which can be met to a varying extent by the employment of temporary,
casual and part-time staff
HOTEL PRODUCTS AND STAFFING
The number of employees in different departments depend on;
- Relative importance of each activity in the total hotel operation
- The criteria used in allocating employees between departments
- Distinctive Features of Employment in Hotels
- The operating conditions of various hotels
- The range of skills and occupations
- The groupings in departments and the conditions of work
ORGANIZATION OF THE HUMAN RESOURCE FUNCTION
In small the human resource function may be the direct responsibility of the hotel manager, in a
large hotel or in a hotel group, the human resource function is normally the responsibility of
separate departments which form one of the main service departments of the hotel.
Organization of the human function of a group of hotels

General Manager

HR Manager HR Development
(a) assistant (b)

Recruitment Training manager Welfare

assistant (c) (d) assistant (e)

Head office Each hotel

HR Manager (head Assistant manager

office) (f) (HR) (g)

Schedule of the human resource responsibilities

Position Responsible to Responsible for
a) Human resource General manager
All aspects of the human resource
manager function
b) Human resource The human Job analysis and evaluation, research,
development assistant resource manager records and statistics
c) Recruitment assistant Human resource Recruitment and preliminary selection
manager
d) Training manager Human resource All aspects of training
manager
e) Welfare assistant Human resource Health, welfare, safety including staff
manager accommodation
f) Human resource Human resource All aspects of the human resource
manager (head office manager functions in respect of the head office
personnel and hotel management
g) Hotel assistant Hotel manager All aspects of the human resource
manager (human function in respect of staff in the hotel
resource)
 ORGANIZATION OF TRAINING
The main aims of training are to;
i. To Improve employees’ knowledge, skills and attitude to work
ii. Improve output and sales
iii. Improve recruitment
iv. Increase employees loyalty
v. Improve the image of the company in the outside world
vi. Reduce breakages, waste of materials and misuse of equipment
vii. Reduce accidents
viii. Reduce absenteeism
ix. Reduce labour turnover
x. Reduce stress on management
FUNCTIONSOF THE TRAINING DIVISION
Main Functions of the Training Division
i. Formulate a training policy for the approval of the general manager and the board to keep
them regularly informed of its implementation
ii. To prepare an annual budget for the approval of the general manager and the board to
report regularly to them on income and expenditure
iii. To identify quantitatively and qualitatively the training requirements for all grades and
categories of employees and keep them under review
iv. To maintain close liaison with educational institutions and training centres, asses the
appropriateness of their facilities and services for the training requirements of the
company and to arrange for new courses
v. To establish and operate induction, orientation, refresher and other appropriate courses
for different grades and categories of company employees as necessary and to make
arrangements for their attendance
vi. To co-operate with appropriate staff of the human resource management and supervisory
staff and those suitable for developing into such positions for systematic development of
existing new managers and supervisors
vii. To establish and administer training schemes for all grades and categories of employment
viii. To maintain adequate premises for purposes of training administration and instruction
ix. To maintain all necessary procedures for training within the company
x. To represent the company in all natters concerned with training both within and outside
the company and advice the general manager and the board on all such matters
 Organization of the training function in a group of hotels

HR Manager

Training Manager (d)

Operative Supervisory Management Training Trainer, aids &

Trainer (h) trainer (i) trainer (j) instructor (k) Equipment (l)

Schedule of training responsibilities in a group of hotels

Position
a) Training manager
h) Operative trainer
i) Supervisory trainer
j) Management trainer
k) Training instructors
l) Trainer aids and Is responsible for production, maintenance and storage of
equipment
Role
Directs and coordinates all training and maintains close
liaison with recruitment and welfare assistants, human
resource manager (head office) and hotel assistant manager
Is responsible for supervision and co-ordination of all
training below the level of assistant head of department
Is responsible for supervision and co-ordination of all
management training above operative and below assistant
manager level, ie head and assistant head of department
training
Responsible for supervision and co-ordination of all
management training above head of management level
Are specialists trainers in food production, food and drink
service, housekeeping, training and administration ,
providing instructions at all levels under the supervision
and co-operation of training officers
all training aids and equipment including operational and
training manuals