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PROJECT TOPIC – HUMAN RESOURCES DEVELOPMENT AND MANAGEMENT IN THE ACCOMMODATION INDUSTRY: A CASE STUDY OF PROTEA HOTEL (NIKE LAKE) AND HOTEL PRESIDENTIAL ENUGU

HUMAN RESOURCES DEVELOPMENT AND MANAGEMENT IN THE ACCOMMODATION INDUSTRY: A CASE STUDY OF PROTEA HOTEL (NIKE LAKE) AND  HOTEL PRESIDENTIAL ENUGU

 

PREFACE

Moved to embark on this research was  in attempt to have an insight into the Human resource development and management in Accommodation Sector  particularly in Hotel presidential and Protea Hotel respectively. This work deals with how staff are being recruited, selected, rewarded, appraised trained retrained and compensated in the Accommodation and industry for the achievement of the set goals and objectives of these organizations. However, the first chapter introduces the purposes for which the researcher embarked on the research, thus starting with how human resource development and management is carried out in the tourism industry especially in the hospitality industry, form their the researcher raised some relevant research questions which the research ought to tackle  and the research methods used in the data collection. Also, the problems encountered by the researcher in the course of this research were enumerated. The second chapter attempted to discuss on the definitions of some concepts, the review of some related works other scholars have written about the subject of  investigation and the theory that helped the researcher to explain the inter-relatedness of the departments of the hotels visited.

The background information about the two hotels (hotel presidential and Protea Hotel) organizational structures of the two hotel establishments and the activities of various departments in these hotels were discussed in chapter three of this study. The fourth chapter of this study talks about the methods of recruitment and selection, staff structure, salary structure, method of training, method of job appraisal, and performance measurement, promotion and incentive schemes,  industrial relations of the two hotel establishments and also comparative analysis of the human resource development and management in the two hotel establishments, problems and prospects of human resource development and management in the two hotel establishments were also looked into.

The last chapter summarized, concluded the work and recommended and suggested for future research, some of the problems of human resource development and management in hospitality industry especially in the hotel establishments. List of maps Map 1: Map of Enugu, showing the study area (ie) Hotel presidential
and Protea hotel (Nike lake resort) Enugu.

CHAPTER ONE

INTRODUCTION

The role of human resources in the achievement of long-term goals and objectives in the tourism industry especially in the accommodation industry and hotels  specifically is enormous and significant. It is the core element in any organization hence it is now receiving more attention at national and sect oral levels. This is because the availability of suitably trained and qualified human resources is perhaps the most important input to the development process. In the accommodation industry mangers today face many challenges in the area of human resources management and development. These challenges include constant changes in organizational environment, unmotivated workforce, shortage of skilled manpower and heavy unemployment among others. Human resources development and
management seek to combat these challenges. It is believed that what sets most hotels apart, is how they handle aspects of their human resources. The ability to achieve and sustain a competitive advantage lies within the workforce.

Without exception what keeps hotel managers and executives up at night are decision about human resources that are rather difficult. These include how to select and develop future leaders, how to reward good performance, how to control labour costs while still treating people fairly, and how to get best output from the  input made. (Onah: 2003, 1x) Hotels are seen as properties with multiple facilities including transient rooms and suites, restaurants cooktail lodges, meeting rooms and banquet rooms, shops and stores (Aremu, 2001:98) talking about hotels brings to mind the concept of accommodation. This connotes lodging or shelter while away from home (Okpoko and Okpoko 2002: 70). Any movement outside the normal home, this makes accommodation inseparable form tourism. It is an essential component of tourism with the primary purpose of meeting the tourist need for security and comfort. (Agu in Okpoko and Okpoko 2002:70). Thus hotel
accommodation management involves the workers and management interacting with visitors, (both residents and non residents) for the period of time the visitors want to spend in the hotel catering for all their needs till the moment they depart from the place.

Those employed in the hotels takes care of such visitors. To properly care for the visitors, the employees have to be in good spirit and well motivated so as to give their best and invariably this leads to customer satisfaction since this is the main obligation of hotel managers and the general management. Boella (1983:21) is of the view that tourism of which the hotel and catering industry is the principal element is now claimed to be the fastest growing industry and one of the leading earners of foreign exchange. The above statement puts credence to the fact that the industry should be properly handled so as to yield better revenue to the managers. Profit maximization is the basic of the existence of any organization. As a result, there is the need for a proper development and management of the accommodation industry in both hotels. The hotel, protea Hotel Nike Lake resort comprises both the hotel and a lake. It is classified as a five star (5) hotel nationally and three star (3) internationally as a result of good services and facilities they offer.

While Hotel presidential in other hand classified as a five-star hotel nationally and four star (4*) hotel internationally as well. For a hotel to attain such standard its human resources aspect has a role to play. In this regard, Ezeani in Ezeani and Nwankwo (2002:1) agree that “the ability of any organization or society to achieve its goals depends to large extent on the caliber of its human resources, their organization and motivation; more importantly is the way they are managed. Likert (1974:9) also noted that “all the activities of any enterprises are initiated and determined by the person who makes up that institution. Plant office, computers, automatic equipment and all use that a modern firm uses are unproductive except for human effort and direction. The study of human resources in the hotel presidential and protea hotel respectively looks at how managers recognize the important of manpower development and management as it relates to  accommodation management in Enugu State.

 

HUMAN RESOURCES DEVELOPMENT AND MANAGEMENT IN THE ACCOMMODATION INDUSTRY: A CASE STUDY OF PROTEA HOTEL (NIKE LAKE) AND  HOTEL PRESIDENTIAL ENUGU

STATEMENT OF PROBLEM

The role of human resources in the development and management especially in accommodation industry appears to be compromised to the extent of misplacing  its role in the achievement of organization goals and objectives. Hence a less than satisfactory attention is given to human resources issues in the sector. Most hotels in Nigeria today face manpower problems as they neither plan workforce nor have a well planned management programme that considers enterprise goals. This brings about staff stagnation, irregular payment of salaries, redundancy, lack of challenges etc. This calls to question their skills in job analysis and description.
Management of human resources poses another problem as most managers employ an experience staff without adequate motivation which is one of the most important considerations in successful accommodation management, in these situation workers will not give in their best. Training and development is another area where most managers neglect, and believe that it will end in recruitment. This is a big problem as new innovations are introduced to the industry. So there is need for a continuous training and development programme. Organize for an effective job performance. This lack of training and development in hotels affect their
personnel thus bringing about redundancy and lack of competition.

The above mentioned problems were vividly manifested at both hotel presidential and protea hotel. This poor development and management of human resources
observable in protea hotel and hotel presidential our study focus prompted the research to embark on this work so as to proffer solution to these human
resources management and development problems.

 

HUMAN RESOURCES DEVELOPMENT AND MANAGEMENT IN THE ACCOMMODATION INDUSTRY: A CASE STUDY OF PROTEA HOTEL (NIKE LAKE) AND  HOTEL PRESIDENTIAL ENUGU

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