HUMAN RESOURCES

DEVELOPMENT IN
HOSPITALITY
MBA. Dang TRAN

dang.tranhai@hoasen.edu.vn
COURSE OUTCOME
• Know the organizational structure of a hotel, the function of various

departments in a hotel or a tourist agency

• Explain the recruitment process to attract the candidates in the

dynamic service industry

• Explain the processes of training and human resources development

• Classify the remuneration, encouragement, promotion, reward,

discipline, and layoffs

COURSE OUTCOME

• Solve the basics of conflict and the problems that

occur in the human resources management in

hospitality industry

• Analyze the performance appraisal management

• Monitor a plan for human resources development

• Design job description, job analysis

LESSON OUTLINE
Week 1/Lesson 1: Managing Human Resources Today

W.2/Lesson 2: The legal environment of Human resources management

W.3/Lesson 3: Human resources management : Policies and Procedure

W.4/Lesson 4: Employee on-boarding: Recruitment and selection

W.5/Lesson 5: Planning training programs

W.6/Lesson 6: Delivering and evaluating training program

4
LESSON OUTLINE
W.7/Lesson 7: Compensation programs

W.8/Lesson 7: Compensation programs (cont)/ Midterm exam revision

W.9/Midterm exam (60 minutes)

W.10/Lesson 8: Performance management and appraisal

W.11/Lesson 9: Critical in Human resources management

W.12 & 13: Group presentation

W.14: Course revision for final exam

5
 LESSON 1
Managing Human Resources Today
AGENDA

01 02 03
Overview of Managing Human The Trends
Hospitality Resources in Shaping HRM
Organization
Industry
 01
Overview of
Hospitality
Industry

8
I. Overview of Hospitality Industry

9 9
 I. Overview of Hospitality Industry

What is the elements of Hospitality

industry compared to other
industries?

“Organizations in the hospitality industry

tend to be labor - intensive . Technology
cannot provide the level of service that is
integral to the expectations of many
consumers. Even the phrase, hospitality ,
refers to the friendly treatment of one’ s
guests, and this human touch must be
provided by the organization’ s staff
members”

10
 I. Overview of Hospitality Industry

National labour market

The government has a major
influence on the labour market
and the manner in which policy is
developed with regard to
employment and economic

Transnational labour Sectoral labour market

market •Large demand of labour
force and many different
People have been willing to
background.
move to find work or better
•All day operations
paying, the use of expatriate
•Fluctuating, seasonal and
managers in the tourism and
often unpredictable demand
hospitality industry.

11
 I. Overview of Hospitality Industry

Analyze the difficulties for each level of labour market

GROUP DISCUSSION

12 12
 I. Overview of Hospitality Industry

What does Human Resources (HR) practice in the hospitality industry?

GROUPWORK

1313
 02
Managing the
Human Resources in
Organization

14
 II. Managing Human Resources in Organizations

What and Why does HR practice in the hotel sector?

Planning Organizing Staffing

For handling a task for a specific Build up the Job Description (JD)

For scheduling for position Hire or fire decision

employees at work For determining the department Ensure the work outputs from

For Costs of departmental organizational chart employees

training programs
For recruiting the number INDIVIDUAL
WORK

of persons needed

15
 II. Managing Human Resources in Organizations

What and Why does HR practice in the hotel sector?

Controlling Appraising
Supervising
Procedures to control the costs Revise work as the standard
Directs the work of entry-
in use Evaluate the work
level employees &
Estimated versus actual labour Labor Costs vs Training costs vs
supervisor & directors
cost performance acquired
Labor standard, work procedures
INDIVIDUAL
WORK

16
 II. Managing Human Resources in Organizations

Its Functions

• Workforce Planning

• Recruitment & Selection

• Performance Management

• Training & Development

• Compensation & Benefits

• HR Information System

• HR Data & Analytics

17 17
 II. Managing Human Resources in Organizations

External and Internal Influences on Human Resources Activities

Human Resources Management in the Hospitality Industry (2008) by David K. Hayes, Jack D. Ninemeier

18 18
 II. Managing Human Resources in Organizations

HR Lifecycle

https://xceed365.com/blog/2018/11/30/a-guide-to-the-hr-lifecycle/
19 19
 II. Managing Human Resources in Organizations

III. Departmental Relations of HR

Departmental Training
(cross-process and
multifunctional teams) Departmental
Performance Appraisal
Departmental
(mid-year & year
Staffing & Planning
performance appraisal)
(Working roster & report)

Employee involvement
Departmental Selecting Human and relations
Resources
(JD & interview design) (briefing, meeting &
Department gathering)

20 20
II. Managing Human Resources in Organizations

Organizational Chart
www.orgcharting.com/hr-department-organizational-chart/
HR Department

21 21
 II. Managing Human Resources in Organizations

CASE STUDY

Human Resources Management in the Hospitality Industry (2008)

by David K. Hayes, Jack D. Ninemeier

22 22
 03
The Trends
Shaping HRM

23
 III. The trends shaping HRM

Some issues in human resource management

24 24
 III. The trends shaping HRM
HR Policy

Remuneration and Benefits Recruitment Records and Statistics

Selection

Appointment

Induction/Orientation

Performance Appraisal
25
 III. The trends shaping HRM

Assignment: Specific Human Resources Responsibilities ASSIGNMENT

Students work in group to look for the Job Description of Human Resources Manager and

classify into the HR sectors/activities as being learnt (see the organizational chart). Students

will present in the next lesson

26 26
 RECAP

1. Labour Intensive

2. HR
• HR Glossary today
3. Job Description (JD)

4. Organizational Chart

5. Employees – supervisors – managers

6. Work Procedures (SOP)

27 27
 RECAP

1. Labour Intensive – Industries that are labour-intensive need a lot of staff

2. HR – Human Resources

3. JD – a list of te responsibilities that you have and the duties that you are expected to

perform at work

https://dictionary.cambridge.org/

28 28
 RECAP

1. Organizational Chart – a diagram showing the structure of an organization and

the relationships between the different people, departments, or jobs, connected by straight

lines.

2. Employees – supervisors – managers – positions of staff by level

3. Work Procedures (SOP) - documents the risks associated with a work task into a

sequence of steps for performing the task or activity safely.

https://dictionary.cambridge.org/

29 29
 Bibliography

1. Dennis Nickson., (2013). Human Resources Management for the Hospitality and Tourism

Industries

2. David K. Hayes, Jack D. Ninemeier, (200/8). Human Resources Management in the

Hospitality Industry

3. Human Resources Management in Hospitality Industry Michael Boella – Steven Goss-Turner

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