Full Project – IMPACT OF HUMAN RESOURCES MANAGEMENT IN HOSPITALITY INDUSTRY

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CHAPTER ONE

INTRODUCTION

1.1        OVERVIEW OF THE STUDY

Effective human resource management is essential for any commercial or non-profit organization where individuals are grouped together to achieve organizational goals and objectives. It is true that some people believe that money is the organization’s lifeline, yet without human resources, finance cannot combine other forces of production to attain the organization’s ultimate aim. According to Agbato (1980:27), a company’s most essential resource, or asset, is its human resource. Human resources are crucial and should be seen as irreplaceable assets. The people and personnel department that staffs the company with the required employees or managers constitute the human resource. Their significance cannot be overstated. In the ultimate analysis, the success of any business is primarily dependent on the caliber of its workforce or human resources. This comprises employees and supervisors at all organizational levels, from the top to the lowest. It is a well-known reality in the business world that if a company’s employees and management are inept, it will not operate efficiently or generate sufficient profits, regardless of how well it is funded or equipped.

Consequently, the human resource must be effectively handled in any organizational structure. Regrettably, while the majority of managers recognize the worth of corporate employees, relatively few managers place a high value or premium on the firm’s or company’s human assets. As an illustration of this assumption, consider a business whose Balance sheet displays a typewriter as an asset.

Shouldn’t the typist be recognized as an asset as well? Ultimately, without a typist, a typewriter is worthless to a corporation, as one may argue. A proper management of people is essential to the success of any business, and this is accomplished not only by a personnel department, but also by the individual managers under whom an employee works.

As the corporate world evolves, it is becoming more apparent that the people department has a specific function. Its traditional tasks include personnel recruiting, training, development, and evaluation, as well as motivation and industrial relations (labour union, organization, collective bargaining, development in labour relation). Relationships including services and advisory services.

The success of the hotel business is contingent upon the organizational efficacy of her human resources. According to Etuk (1995:243), organization effectiveness, defined as the ability of an organization to adapt, sustain itself, survive, and develop in the face of changing circumstances, is dependent to a significant degree on the efficiency with which its workforce can be managed and employed. This is due to the fact that an organization’s human resource consists of all persons, regardless of their function and rank, who are active in its activities.

Any of the organization’s operations are its most valuable and essential assets. Businesses and industries as a whole have been hesitant to recognize and accept that their employees are often more valuable than their equipment. This is why the history of labor unions is filled with examples of confrontation between management and workers. However, the expansion of strong labor unions and the dearth of skilled workers have compelled management to modify their approach by demonstrating an interest in each employee as an individual and by fostering a culture of collaboration. The specific responsibility for employee relations are now commonly acknowledged as a core staff job handled by the people manager, who is the department expert.

Nigeria, as a growing nation, is hampered by ineffective management of its people resources. Not only is the restriction not limited to a single economic sector, but the hotel industry as a service-oriented firm suffers the most from its negative effects. Low service delivery and the lack of exceptional services in the hotel business might be attributed to the cumulative effect and evidentiary impact. According to Onwuchekwa (1995:7), human management has become crucial to the success of any corporate organization’s goals. It aids the company in maintaining an efficient workforce. In terms of human resource development, the people manager comprehends the expectations of the workforce and the broader community. Consequently, throughout the Through human management operations, an organization, an individual, and society may achieve their goals.

The function of people management has evolved greatly in the contemporary era. Initially, the primary responsibility was to please upper management by acquiring and retaining a productive workforce. As acknowledged by flippo, 1985 in ONWUCHEKWA (1995:7), the manager recognizes the need of identifying and meeting the requirements of the individuals who comprise the workforce. Constantly, he or she hunts for the program that would facilitate the completion of both corporate and personal aims.

As previously said, Nwachukwu (1990:175) found that an organization’s people resources are its most valuable asset. The enterprise’s success or failure is contingent on the individuals who must labor there. The failure of an entrepreneur to grasp this may result in several undesirable outcomes.

The entrepreneur must know that personnel selection is one of his most critical responsibilities. According to Okoli (2001:12), the hospitality sector of the Nigerian economy is highly extensive within the tourist business. Okoli drew on the experience of Thomas and Thomas (1992:14) to identify the three most significant components of a tourism product: transit, stay, and attraction. Transport modalities include land, sea, and air, whereas the tourist attraction component includes climate, nature, retail, and leisure. a few examples of tourist attractions in Nigeria and

Other attractions include, among others, the National War Museum, Umuahia (Abia State), Ogbunike cave (Anambra State), Yankari National park (Bauchi), Oguta lake Hotel and zoological Garden Nekede (Imo State), and the Argungu fishing festival (Kebbi State). On stay, as a component, the hospitality industry takes care of it, as the housing of a tourist in hotels, motels, guesthouses, etc., and the food and drinks offered, how they are served, when they are served, and the way in which they are served form tourism attractions. These responsibilities are handled by human resources.

1.2              Statement of the Problem

The hospitality industry is not observed with problems. There are many challenges that plagued the industry. One of these is inability of management in hospitality business to carryout effective and efficient human resources management. Be it as it may, the hospitality industry required good customer relationship competency in services delivery, good reception, courtesy etc. However these are lacking due to poor human resources management.

The root of the problems facing hospitality industry can be traced to poor recruitment exercise based on unprofessional procedure of hiring workers e.g. recruitment based on god-fatherism, nepotism, ethnicity, poor remuneration of workers do promote high rate of labour turnover. The industry is therefore not attractive to highly qualified workers due to inadequate motivational incentives.

Some of the hotels see no need for training and manpower development despite the fact that most of their workers have low level of education, semi-illiterate and poor skill in hospitality business.

Lack of good industrial relations is something that always transfers of aggression from workers to customers.

The general attendant effects of poor human resources management little low patronage, low sales. When the sale volume

is low there will be decline in sales revenue and consequently this will lead to business failure in the hospitality industry.

1.3      Objectives of the Study

The aim is to examine impact of human resources management in hospitality industry. The following are the objectives of the study:

• To find out the best way for effective and efficient human resource management in the hospitality industry.

• To explore modern procedures for employment

• To investigate the techniques for good training and manpower development

• To examine the method for wages and salary administration.

• To unearth the most peaceful steps for industrial relations.

• To discover problems affecting human resources management in hospitality industry.

1.4      Research Question

The basic research questions for the study are enumerated below:

1. What are the best way for effective and efficient human resources management in the hospital industry?

1. What are the modern procedures for employment?

• What are the techniques for good training and manpower development?

1. What are the method for wages and salary administration?

1. What are the most peaceful steps for industrial relations?

1. What are the problems affecting human resources management in hospitality industry?

1.5      Hypothesis

• Employment functions of personal management does not depend on step by approach.

• Training and manpower development does not contribute to effective human resources management.

• Effectives wages and salaries cannot enhance higher productivity.

• Peaceful working atmosphere has no relationship with good industrial relations.

• Motivation is not necessary for effective performance.

• Internal and external forces are not the problems of human resources management.

1.6   Significant of the Study

The study will be immense value to stakeholders in the hospitality industry in various ways.

It will provide useful information to the management for decision making in human resources management It will reduce inefficiency and promote higher productivity. The study will provide information on how to recruit skilful personnel. The entire workforce of the hotels will find this study very illuminating in understanding the organization human resource management policy. The study will help to promote industrial peace and harmony. The information found in the research work will serve as reference materials for students in higher institutions of learning.

1.7              Scope and Limitation of the Study

The scope of the study is on human resources management as a tool for efficiency in the hospitality industry. Concorde Hotel limited Imo State and Nike Lake Resort Limited Abakpa Enugu State were the unit of analyses

The limitations or constraints to the study include inadequate time for the research due to much course work, financial constraint is another problem. However, the aims and objectives of the study are achieved through the application of scientific systematic approach of conducting research.

1.8              Definition of Terms

Some of the terms used within the context of the study are defined below for purposes of clarity and avoidance of ambiguity.

Board of Inquiry: Boards of inquiry are used in cases where both conciliation and arbitration are considered inappropriate and where public interest is involved (Inyang & Akpama 2002:221)

Conciliator

Is one appointed by the minister of labour productivity or by the state chief labour office to inquire into the causes and circumstances of a dispute between employers and employees (Ituen 1993:45).

Efficiency

Within the context of the study, efficiency means using minimum input to achieve maximum output.

Hospitality

Friendly welcome and entertainment of guests or strangers, which usually includes offering them food and drink.

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Full Project – IMPACT OF HUMAN RESOURCES MANAGEMENT IN HOSPITALITY INDUSTRY