Human Resource Management Practice Tourism - Myassignmenthelp.Com

Question: Discuss about the Human Resource Management Practice Tourism. Answer: Introduction In today' business environment, hospitality and tourism industry is growing with a significant growth rate. People love to travel and explore new destinations, which increases the sales and revenues of this industry. Along with this significant growth, the industry is confronting some issues, which are related to quality of services, operations, human resources etc. One of the major issues, which are taken into consideration here, is increased demands and expectations of customers. The population of the world is increasing day by day, so there is the shift in the demands of guests at any hospitality organizations (Baloglu, 2010). The demands and expectations of customers are changing according to generation gap. As per a marketing report, most of the people from Generation Y leave the hotels because of poor experience. These people never show their interest in spending more money and revisit the hotel again. People in these days are becoming more demanding because of increase in the number of hotel organizations and increase in the expectations from the staff at organizations. Due to increased and changing demands and expectations of customers, the business environment for hospitality and tourism organizations is tightening continuously. Increasing demands and expectations of people is one of the emerging issues in todays business world. There are so many organizations, which are making so several efforts to deal with the increased and diverse demands of guests and customers and offering them full guest satisfaction (Boella, and Goss-Turner, 2013). Due to lack of skills, knowledge and experienced team, the present hospitality sector is facing the issue related to demanding customers. Another reason behind this is the increased rate of service, due to which hoteliers are not able to give proper training to their employees and confronting various difficulties in dealing with the demanding customers. From the analysis, it is identified that these demanding guests affected the business operations and processes of hospitality and tourism sector (Brotherton, 201 2). Significance of Issue In Future Development and Growth of Hospitality and Tourism Industry In current business environment, it has been notices that tourism and hospitality industry is growing with a significant rate all over the world because of huge number of travellers and tourists making their tours and visits by crossing their domestic and national borders and travelling across the globe. In hotel and hospitality industry, guest satisfaction plays an important role for its future development and growth in the revenues and sales. Today, there are so many hospitality organizations, which are failed to meet the needs and demands of customers as their demands are increasing day by day. Guests and travellers are the key to success in hospitality and tourism sector. The hospitality organizations need to work hard for offering quality services at affordable prices and to safeguard the service failure (Crick, Spencer, 2011). Providing significant customer satisfaction is the only way through which the firms can earn revenues and profits in the future. This is the major reaso n why this issue is chosen as most significant issue in tourism and hospitality industry. So, companies have to establish their processes and operations that their customers and guests are satisfied under their accommodation services. Management at hotels needs to take the responsibilities for handling this scenario of diverse demands (Hyken, 2016). Increased demands of customers have a huge significance in the future development and growth of tourism and hospitality industry. There are three major factors, which have large impact due to this issue, such as; desires, heightened needs and expectations and technology. In these days, the customers demand for different electronic equipment and gadgets in their rooms, like; cable TV, Wi-Fi facility and free telephone service for placing order, tech toys in rooms etc. If the organizations are unable to provide these gadgets and equipment to the guests and travellers, they fail satisfy them properly (Dedeoaylu, Demirer, 2015). It has an adverse impact on the repeat intention of customers towards the services of that hotel and decreases the customer base of hospitality industry. Because of higher costs of labor, the firms in the industry are unable to hire the employees, who can meet the enhanced demands and meets of the customers. These deficiencies in the services will affect the cus tomer perception and brand image of the organization in the future. Moreover, it will influence the future development and growth of this industry (Hrout, Mohamed, 2014). Recommendations Guests and customers are the key to the growth and success in hospitality and tourism industry. So, the organizations need to implement some techniques and strategies to deal with the issue of increased demands of guests. They need to pay attention on the regular changing demands of customers for retaining them. There are some recommendations, which can be used by the organizations in the industry to overcome this specific issue. To deal with these issues, first the firms should conduct market research, so they could be able to understand the changing needs and demands towards the hotel organizations (Luo, Yang, Law, 2014). It is the most effective and best way to understand the increasing demands and needs of the people in modern business environment. Secondly, they should allow the customers to speak and management should have the patience in listing their complaints. The management should not interrupt the customers while they are complaining because they are already not happy and satisfied with the services and this interruption can lead them to higher anger. It should take the feedback and suggestions of customers, so that it can be able to manage and handle the demanding customers in an effective manner (Wirtz, 2012). In addition to this, management and its employees in hotel industry should understand the issues, faced by customers from their services. They need to understand that people come to them with the expectation and it is their responsibility to meet their expectations. Apart from this, management and operations department at hotel and tourism organizations need to avoid transferring the problems and customer complaints to others. They should show their hard work and efforts to the guests for resolving the issues (Mok, Sparks, and Kadampully, 2014). If the staff receives any complain from the demanding customers, they have to attempt for solving these issues on their own. Asking the guests to recommend an appropriate solution is the best recommendation to overcome the demanding customers issue in hospitality and tourism industry. This can assist the companies in dealing with the demanding people and handling the situation. Though, if the suggested solution is logical and reasonable, then the management should take immediate action on that recommendation. On the other side, if they provide unreasonable solutions, then it is the responsibility of managers to explain them, why the firms are not implementing their solutions in action (Walker, 2012). Furthermore, the managers should show the respect and politeness to the guests, when they have face to face or over the call conversation. In addition, they have to make effective efforts for understanding the exact demands of guests, like; know about what they exactly want and provide the service accordingly. There should be enough flexibility in the policies and strategies of the companies, which can be changed according to the situations and needs. In the situation of service failure, the organizations should be able to customize its service recovery strategies as per their size and customers types, so that it can balance the costs and requirements for guest satisfaction (Robinson, Fallon, Cameron, H. and Crotts, 2016). In addition to the above recommendations, the organizations in the hospitality and tourism industry should ensure that they have sufficient resources and staff to satisfy the demands of customers. It should conduct effective training and development program for the employees, so that they can be able to satisfy the needs and wants of their more demanding customers. By implementing these recommendations, the firms in hospitality and tourism industry will be able to overcome the issues related to increased demands of customers. Thus, the organizations should focus on dealing with the emerging issues, which may have impact on the future growth and development of this industry. References Baloglu, S. 2010,Advances and Trends in Hospitality and Tourism. Bradford: Emerald Group Pub. Boella, M. and Goss-Turner, S., 2013.Human resource management in the hospitality industry: A guide to best practice. Routledge. Brotherton, B., 2012. Introduction to the UK Hospitality Industry: A Comparative Approach. Routledge. Crick, A.P. Spencer, A., 2011, Hospitality quality: new directions and new challenges",International Journal of Contemporary Hospitality Management, Vol. 23 Issue: 4, pp.463-478. Dedeoaylu, B., Demirer, H., 2015, Differences in service quality perceptions of stakeholders in the hotel industry.International Journal Contemporary Hospitality Manamgement,27(1), 130-146. Hrout, S.A. Mohamed, B., 2014, Human Resource Management Practice Tourism and Hotel Industry, EDP Sciences. Hyken, S. 2016, Today's Customers Demand Customer Service On Their Terms, retrieved from https://www.forbes.com/sites/shephyken/2016/11/12/todays-customers-demand-customer-service-on-their-terms/#f2e10d4caa2e. Luo, H., Yang, Y., Law, R., 2014, How to achieve a high efficiency level of the hotel industry?.International Journal Contemporary Hospitality Manamgement,26(8), 1140-1161. Mok, C., Sparks, B. and Kadampully, J., 2013.Service quality management in hospitality, tourism, and leisure. Routledge. Robinson, P., Fallon, P., Cameron, H. and Crotts, J.C. eds., 2016.Operations management in the travel industry. CABI. Walker, J. 2012, Introduction to hospitality management. Prentice hall. Wirtz, J., 2012, Dealing With Demanding Customers, Retrieved from https://thinkbusiness.nus.edu/article/dealing-with-opportunistic-customers/.