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Hello

Wolfgang Meusburger General Manager Holiday Inn Resort Phuket Work in Phuket since 1991 Always wanted to speak at the PSU. Thank you for inviting me. Please ask questions. If you fall asleep , it is ok, it means the speaker is boring..

Human Resources in a globalized environment How we do things at the Holiday Inn Resort Phuket
1 Recruitment and Staffing
2 Training and Development 3 Performance & Performance Measurment

4 Reward & Recognition


5 Measuring employees satisfaction 6 Top priorities in the human resource department 7 Opportunities in large hotel chains like IC hotel

group 8 Cultural issues working for an international chain

1 Recruitment & Staffing

Holiday Inn Resort Phukets ability to

attract hire and retain qualified individuals is of THE HIGHEST importance in building an effective management team and to operate a successful resort.

To hire the right people for the

right job

Recruitment planning and strategy


Pleased to share part of our business plan showing Business Priorities and HR Challenges Implications Human Resource Priorities and Strategies The most important role of HR strategy at the Holiday Inn Resort Phuket.

Recruitment Tools

Rule No 1 for promotions, in-house candidates come first, only if no inhouse candidate is available we will will look outside

Screening and Selecting Tools


Most important screening tools at HIRP are FACE TO FACE INTERVIEW THROUGH AND INTERVIEW COMMITEE CONSISTING OF VARIOUS DEPARTMENTS

STRUCTURED INTERVIEW FORMS BEHAVOURIAL INTERVIEWING INTERVIEWERS TRAINED TO UNDERSTAND WHAT TO LOOK FOR TESTING OF LANGUAGE SKILLS PROBATION PERIOD STRUCTURED APPLICATION FORMS DRUG TESTING BEFORE STARTING WORK

The future trends.in screening and recruiting will be


BEHAVIOURAL INTERVIEWING DEVELOPING THE ABILITITY TO IDENTIFY CANDIDATES WITH THE RIGHT BEHAVOURIAL SKILLS, LIKE FIND PEOPLE WHO ARE WILLING TO LEARN, WILLING TO MULTI TASK PSYCHOMETRIC TESTING IS STARTING IN MANY COMPANIES FOR SENIOR LEVEL (tests which focus on your reactions under stress factors, tests which identify your strong skills and your weak skills, there are so called assessment centers who do this testing)

COMPANIES WILL TRAIN SUPERVISORS IN BEHAVOURIAL INTERVIEWING AND OTHER TECHNIQUES TO FIND THE RIGHT CANDIDATES. COMPANIES WILL HIRE PROFESSIONAL TO CONDUCT PSYCHOMETRIC TESTS FOR MANAGERIAL EMPLOYMENT.

What are we looking for


Talents and Attitude over EXPERIENCE.. Smiling faces, smiling voices, Service minded people People who look smart and natural. People who have a positive outlook Team players Family values Good work ethics Flexibility Develop teams well rounded of diverse personality types. ZERO TOLERANCE FOR DRUGS, ALCOHOL ABUSE OR TRAITS OF VIOLENCE ( The Jai ron type of character)

Good selection process saves $$$$.

IT IS EXTREMELY IMPORTANT AND COST EFFICIENT TO HIRE THE CORRECT PEOPLE AT THE BEGINNIG. A COMPANY MUST INVEST MONEY FOR ITS SUPERVISORS AND MANAGERS TO UNDERSTAND HOW TO FIND THE RIGHT CANDIDATES FOR EACH JOB.
HIGH TURNOVER ARE BAD FOR GUEST SATISFACTION AND INCREASE COSTS.

Reducing turnover
Managements responsibility is to find out what motivates people to stay. Framework to develop programs to to retain employees. Program must provide Feedback between management and employees. Empowerment of employees to solve problems. Open two way communication Team approach Less control more empowerments Less management positions, flatter organisations. ( Rest. Mgr.Ass. Rest. Mgr. Senior Supervisor,Supervisor, Captain, Waiter, Busboy) ( Rest.Mgr, Supervisor, Waiter).

Reducing turnover Employee Survey , find out why people are leaving root cause? Action plan for improving work environments Information sharing = newsletters= monthly departmental meetings, upward feedback Empower employees= Quality cycles, quality teams to solve problems. Career mobility with IC group Salary and benefit structure surveys= to ensure that HIRP remains competitive. Exit interview summaries.

Reducing turnover Actual turnover of the Holiday Inn Resort Phuket over the past 5 years has never been over 5%. Management must take responsibility for high turnover and find alternatives with an open mind and ask the question: Are we willing to commit the energy and resources needed to correct the problems which contribute to turnover. Each organization is different, the solution lie within.

Educational background. What we like you to know?


Understand CUSTOMER SERVICE CUSTOMER ORIENTATION Speak LANGUAGES Computer literacy, IT knowledge Understand what drives business(market research) (Managerial skill set = sample enclosed)

Marketing, Human Resource Management,F&B Service, Food preparation, Accounting, Product Planning Management theory

I recommend your university to focus on:


Knowledge of the English language If you are not fluent in English, you can not make it to the top in an international chain it does not matter how good you are in all other skills. Learn a second language.! IT you must understand the importance and power of IT and its role it will play in future to make transactions faster , eliminate waste and brings in customers. You must know how to use a PC, but you must not become a computer geek..the details you can leave to your EDP manager, but you must understand what IT can to to improve communication, bring in customers and applications it has for future business decisions. Knowledge of the destination.. More and more impound tourists want to have information on historical, social, political and environmental nature, Overall service attitude. This is were THAILAND excels we provide the best service in the world. If we can combine this with better knowledge of languages, better knowledge of IT and knowledge of destination, we will be the Worlds best. UNDERSTAND THE REAL MEANING OF CUSTOMER FOCUS AND CUSTOMER SERVICE

CUSTOMER SERVICE IS ONE OF THE FOLLOWING:


CRIMINAL = IN VIOLATION OF THE BASIC NORMS BASIC = ONLY DOING THE MINIMUM EXPECTED = MEETS THE USUAL STANDARD DESIRED= REALLY GOOD SUPRISING = INNOVATIVE, UNIQUE, DELIGHTFUL

UNBELIEVALBE = EXTRAORDINARY, ASTONIGHING, THE VERY BEST


TRY TO BE SURPRISING AND UNBELIEVABLE EVERY DAY!!!!

2 TRAINING & DEVELOPMENT:

ORIENTATION JOB DESCRIPTIONS & STANDARDS TRAINING METHODS HOLIDAY INN RESORT PHUKET TRAINING INTER CONTINENTAL HOTEL GROUP TRAINING MEASUREMENTS ,TRAINING BUDGET

ORIENTATION
Every employee will undergo a 2 days orientation program, where we inform all new employees of:
Who are our owners: Who is IC Hotels group Who is Holiday Inn Resort Phuket. Positioning of the Holiday Inn Resort Phuket Business Philosophy Operating Culture History of the HIRP Product Tour of the hotel Q&A and test BUDDY SYSTEM AFTER ORIENTATION

JOB DESCRIPTIONS STANDARDS


JOB DESCRIPTIONS ARE IMPORTANT, AS THE CLARIFY THE EXPECTATIONS AND SERVE AS A KIND OF COMPACT BETWEEN EMPLOYEER AND EMPLOYEE. GOOD JOB DESCRIPTIONS EXPLAINS SKILLS AND ABILITIES NECESSARY TO SUCCEED, ENSURES THAT FALSE EXPECTATIONS ARE AVOIDED AND HELP TO FIND THE RIGHT PERSON. (ENCLOSED FIND MY JOB DESRIPTION AS A GENERAL MANAGER) STANDARDS , AS PART OF AN INTERNATIONAL CHAIN IT IS IMPORTANT THAT EACH NEW EMPLOYEE IS AWARE, TRAINED AND BRIEFED ON THE SERVICE STANDARDS OF THE HOLIDAY INN RESORT PHUKET. EMPLOYEE HANDBOOK. RESORTS EXPECTATIONS ON EMPLOYEE DISCIPLINE IS OUTLINED IN THE HANDBOOK. WHICH GIVES CLEAR DETAILS ON BENEFITS, EMPLOYEE MENT CONDITIONS, GRIEVANCE PROCEDURES AND ALL THINGS A NEW EMPLOYEE NEEDS TO KNOW.

TRAINING METHODS , TRAINING FOCUS AT HIRP


OJT = ON THE JOB TRAININGS , MAINLY USED FOR WORKING SKILL TRAININGS. Class room sessions = for languages and management skill builders Seminars = for management , team building, communications. Internet = to learn from other hotels best practices, IC group has a website , giving access to FB = RESTAURANT CONCPETS, SUCCESFULL PROMOTIONS, RECEPIES, BUFFET SET UPS, TABLE TOP SETTINGS, THEME NIGHTS etc. PROCESS MANAGEMENT= Reorganized process to improve operation. E.G. Faster check in, faster check out, room cleaning, avoiding guests to wait for rooms upon check in, correct billing,correct reservations

HIRP Training
Languages = language classes on several levels for English, Japanese German. GSTS = Guest satisfaction knowledge = Training for all employees to understand what drives guest satisfaction. Attitude, Yes we can, Staff knowledge = Training focusing on staff knowledge, details. Supervisor blocks = Training blocks for train the trainer, staff evaluation, supervisory skill building, communication to all supervisors to become better managers. Teambuilding , Communication = Workshop for management to become a better and more efficient team. TSA sales training = Train all front office employees to become sales agents. Cooperation with worldwide recognized specialists. Cultural training. = Lectures for employees on maintaining, Thai culture, wai and the genuine Thai hospitality. Outside. = Participation on many small job related training courses which improve knowledge from energy savings, to special courses in wine food

knowledge etc.

IC GROUP TRAINING
Intercontinental Hotel group has a huge data bank of training videos, standard trainings which can be accessed for any kind of training needed. Many of these training programs are to increase customer orientation, know how to handle problems, problem solving,anticipate problems and solve problems. INTRANET IC group has a website, which is focusing on FB concepts, restaurant concepts, recopies, successful promotions. Through this intranet we can learn from each other. TQM Total quality management. 50% of each hotels senior management is trained in Total Quality Management an intensive 10 days course focusing on process improvements , waste elimination. We have 4 TQM trained managers in our resort, who continuously , do process evaluation to make our operation more efficient and more guest oriented. TQM processes focus on Cleanliness, Quality of food and service in restaurants, speed of check in and check out, speed of response time to guest requests and many more. Could talk one week only about TQM projects. Sales SSP Very strong sales trainings for all sales teams to become more efficient. IBP Business strategy planning for senior managements. Succession Building Development courses for department heads to become general managers Training audits , support team, each hotel can require help from the vast resources of IC group, but needs to identify by themselves which needs they have.

MEASURMENT - BUDGET

TRAINING PASS SEE DETAILS RECOGNITION OF BEST TRAINER AND BEST ATTENDANCE WELL TRAINED EMPLOYEES WILL LEAD TO HIGHER GUEST SATISFACTION, FEWER COMPLAINTS AND LOWER EMPLOYEE TURNOVER AND A CONTINIOUS POOL OF FUTURE SUPERVISORS ,MANAGERS.

HOLIDAY INN RESORT PHUKET SPENDS AN AVERAGE OF 2.8 MILLION BAHT A YEAR FOR TRAINING , WHICH IS ABOUT BAHT 6000.00 PER EMPLOYEE PER YEAR.

PERFORMANCE AND PERFORMANCE MEASUREMENT


Trends Increasing labor costs , means employers look for higher productivity. Increased productivity is achieved through. Use of technology Multiskilled workforce Process planning and measuring.

PERFORMANCE AND PERFORMANCE MEASUREMENT


For example a hotels service is orientation is demonstrated in the following processes. Hours of operations, public messages, reservation procedures, complaint procedures, check in, check out, getting served. Often these processes are designed with the convenience of the hotel and not guest in mind. The future will see hotels becoming process oriented and those who can do this better than others will be the most successful resort.

PERFORMANCE AND PERFORMANCE MEASUREMENT


Sample. A check in guest arrives. Flies 14 hours, arrives in Phuket, must wait 2 hours for his room, fill in a form, get a key until he can check into his room. If a hotel can organize a process where the guest on the way from the airport to the hotel can fill in the registration and receive already the key in the taxi and than go straight to his room , this hotel will become the leader in check in process. If a hotel could guarantee every check in no waiting for your room, because it has a sophisticated system in place to make sure that the maids always clean the room which is needed next that hotel would be extremely successful. The next important thing in is improvements of processes. Holiday has spend over Baht 500.000.00 in the past 3 years to train 4 managers to understand how to change processes.

PERFORMANCE MEASUREMENT
Most organizations rely heavily on an employees immediate supervisor for performance review.Often this leads to issues about fairness and in correct performance measurement. Holiday Inn Resort Phuket uses the immediate supervisor appraisal still for all performance reviews but on a department level we are going more and more into a combination of self review and supervisor review and are considering for the future peer reviews. We use the performance review as a one or two time affair per year, which is not the best and most efficient way to do performance measurements. Performance reviews at their best provide ongoing feedback that is offered in an open and direct way. Feedback works only if it is based on key performance indicators, which establish clear objective links between individual efforts and desired results. We are using the KPI or Key performance indicators for all our graded employees. (Sample of KPI and appraisal form for supervisor,simplified for R&F)

PERFORMANCE MEASUREMENT
Future performance measurements especially for managers will be Upwards evaluations , where employees evaluate their supervisor on fairness and other issues related to their work. Guest satisfaction where guest satisfaction factors which a department head can influence become most important for his performance measurement. External companies providing accurate feedback for guest and employee satisfaction will be used by more and more international companies to get a real picture.

4 REWARD & RECOGNIION


CONTROLLING COMPENSATION BUDGETS (SALARIES & BONUS ETC) WHILE REMAINING COMPETITIVE IN THE MARKET WILL BE ONE OF THE MOST SIGNIFICANT CHALLENGES IN THE HOSPITALITY BUSINESS.

COMPANIES WILL START TO BECOME MORE INNOVATIVE THAN JUST PAYING SALARIES, SERVICE CHARGE AND FIXED BONUSES TO RECOGNIZE, MOTIVATE AND SATISFY EMPLOYEES.

REWARD & RECOGNIION


PRESENT SITUATION HIRP REWARD & RECOGNITION FOR RANK & FILE, SUPERVISOR COMPETITIVE SALARIES EVERY YEAR WE CONDUCT A SALARY SURVEY TO ENSURE OUR SALARIES REMAIN AMONG THE TOP 10 ON THE ISLAND AND THE TOP 2 IN PATONG. SERVICE CHARGE 95% OF THE SERVICE CHARGE IS PAID TO EMPLOYEES. THE SERVICE CHARGE ALSO ENSURES THAT EVERYONE GETS A FAIR SHARE IF BUSINESS IS GOOD.

REWARD & RECOGNIION

BONUS FOR MOST EMPLOYEES IS BASED ON YEARS OF SERVICE we are considering in the future to move the bonus payment for all executives more to performance.

OTHER BENEFITS WE ARE COMPARING EVERY YEAR THE BENEFITS OF OTHER RESORTS IN TERMS OF STAFF HOUSE, TRANSPORTATION, UNIFORM, MEALS AND HEALTH SCHEMES. OUR GOAL IS ALWAYS TO BE AMONG THE TOP 10 IN PHUKET AND THE TOP 2 IN PATONG.

REWARD & RECOGNIION


Employee of the month Employee of the year Yes we can rewards Rewards for best quality score achievers Rewards for best trainsers and best trainees

REWARD & RECOGNIION

Social rewards, Staff outings Staff party Sport days

MEASURING EMPLOYEE SATISFACTON

CAPS & TURNOVER We measure employee satisfaction with two tools The monthly yearly turnover report. The yearly Caps Survey Caps stands for Combined Attitude and Perspective Survey (Details) Measurement from guest scores on service level and staff attitude

TOP PRIORITIES IN THE HUMAN RESOURCE DEPARMENT AND DEVLOPMENT


The role of HR is not always clear in today's hospitality industry. HR is described as Administrator Business Partner Employee Champion Hotels who want to have the best employees must have the best and most creative HR department who will make sure that the company takes care of its people in terms of benefits, work environment, career planning , good rewards and competitive salaries. The HR department of the future will be as important as sales, marketing or any production or even more.

6 TOP PRIORITIES IN THE HUMAN RESOURCE DEPARMENT FOR HIRP


CUSTOMER FOCUS EMPLOYEE SATISFACTION MANAGING CHANGE PROCESS ENGENEERING EMPLOYEE RETENTION SKILL LEVEL OF WORK FORCE EMPLOYEE EMPOWERMENT EMPLOYEE COMMUNICATION IMPROVING PRODUCTIVITY INFORMATION TECHNOLOGY

7 OPPORTUNITIES IN HOTELCHAINS
HUGE.HUGE, HUGE WHY

TREND TO LOCALIZE POSTIONS TREND TO LOCALIZED CONTRACTS OWNERS LIKE TO WORK WITH MANGERS WHO SHARE SIMILAR CULTURAL BACKGROUND.

7 OPPORTUNITIES IN HOTELCHAINS
WHAT YOU MUST IS UNDERSTAND CUSTOMER FOCUS AND CUSTOMER SERVICE FLUENCY IN ENGLISH !!!!! SPEAK A SECOND LANGUAGE. LEARN HOW TO PRESENT YOUR IDEAS UNDERSTAND NUMBERS AND BUDGETS. UNDERSTAND THAT OWNERS WANT A RETURN ON THEIR INVESTMENT NEVER STOP LEARNING. HAVE A CAREER PLAN. VOLUNTEER FOR CROSS TRAINING. MULTISKILL UNDERSTAND WHAT IT AND WHAT IT DOES TO OUR INDUSTRY. CONTINUE TO LEARN ON YOUR OWN...

7 OPPORTUNITIES IN HOTELCHAINS
BE PASSIONATE ABOUT PEOPLE. IF YOU DONT LIKE TO DEAL WITH PEOPLE . DONT GO INTO HOSPITALITY BUSINESS.
EVERY MINUTE OF YOUR JOB YOU WILL DEAL WITH GUESTS OR EMPLOYEES AND YOU WILL FIND CHALLENGES EVERY DAY WHICH CHANGE EVERY DAY.

8 CULTURAL ISSUES?
Dont generalize.. Have a sense of humor.

9 Q&A

WHAT QUESTIONS DO YOU HAVE?