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Summary HOTS HRM part
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HOTS - hotel procedures tests, consists of HRM and M&O My grade with this summary was a 9.8. It is not a hard test, if you study everything what is in this summary.
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Human Resource ManagementLearning objectives (most important things of a lecture) in module book
Powerpoints on blackboard
libguides NHL Stenden library (libguides of a selection of info)
Lecture 1 objectives
How do HR relates to the overall management within an organization
employees -> human resources
human resources – the people who work for a company
human resources management – process of managing human resources (the employees)
why HRM? Manage people to achieve the goals of the hotel
human resources capital – collected set of skills, knowledge, .. that all the employees bring to the
company
The right (human resources) people at the right time in the right jobs
Training and empowerment -> employee satisfaction and competence -> superior service delivery ->
customer satisfaction -> customer loyalty -> higher sales and profit margins
The employees of a hotel makes the difference between hotels.
Functional areas (tasks) of HR
compensation and benefits: take care of salary payment, holidays, vacation payment, what kind of
things do the employees get (benefit) for example training.
employee relations: takes care of relationships between employees, for example solving conflicts
between employees, problems that an employee has
HR compliance: to understand the local rules and regulations and make sure that the hotel complies
with it
Organizational design: organize the structure of departments. To analyze the organization and
recommend improvements of the structure of an organization, for example you have an assistant
manager and exchange this manager for three waiters (same price)
Training and development: trainings for employees and choose which training an employee needs,
the development of employees
HR information system (HRIS): this is the database of all the information of the employees the hotel
has (education, training, background, salary), with this information a hotel can make choices when
needed
Staffing and recruiting: make sure that they make the vacancies and do interviews and recruite
employees. When somebody has a lot of qualities, skills, knowledge, this will benefit your human
resources capital.
, Recruitment cycle
Workforce planning: the strategic planning of everything related to human resources of the
company. What do I need today, what do I need in the future, what kind of vacancies do I have, what
kind of skills/competences should my employees has. During this stage the company is analyzed and
at the same time the job requirements are decided.
What are the daily tasks a waiter will be doing, what are his responsibilities. All these things will be
decided with the workforce planning, what types of contracts
Sourcing
Internal sources of workforce: recruiting inside the company
- current employees (internal) they already work in the hotel
- employee referrals: persons who are recommended by employees
- previous applicants: employees that applied in the past, and were good, but there was someone
better.
- former employees: someone who used to work in the past, but resigned. They can be asked if there
is a vacancy opened up.
External sources of workforce: recruiting outside the company
- advertisements (facebook, website, newspaper, etc)
- recruitment agencies: companies who you pay to source, select and interview candidates for your
company.
- professional associations: associations linked to the industry (horeca), you can approach these
union, an employee union. You can show your vacancies and if they have somebody who is
appropriate
- campus recruitment: search on school for new staff, for example searching on stenden for vacancies
as a waiter.
- word of mouth: when the reputation of your company is so important/so good that people wants to
work there (for example good salaries, nice job, nice boss)
- raiding/poaching: speak bad about other companies and steal their employees, like say that they
have a better salary, / or it is speak bad about your own company
- staff exchange: when an employee moves from one company to another of the same brand, for
example from an Hilton hotel in Holland to England. This is a type of sourcing
Screening (of cvs): eliminate candidates who not have the requirements needed for the vacancy, so
select the ones who have the requirements.
The candidates who remain meet the hard skills.
Initial interview: to check if the cv checks out. This interview is often done by a phone call.
Final interview: Those who pass the initial interview will be invited for the final interview. In this
interview will be the head of the department, the HR manager, supervisor.
Some companies do a written test, some will ask you to work for one day to try out.
Do you have the soft skills for the job?
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