The intent of this survey is to transport out a study about employee satisfaction and human resource schemes at LUX*Belle Mare. Questionnaires were used to roll up informations on the employees ‘ satisfaction. The questionnaire was set up in two subdivisions viz. Section A: Employee Satisfaction and Section B: Demographic Data.
Questionnaires were distributed among 250 employees in assorted sections out of which we receive 123 responses, including 121 useable questionnaires and 2 uneffective questionnaires.
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Sing aggregation of informations on Human Resource Strategies at LUX*Belle Mare, we carried out an interview with the Human Resource Manager of the hotel, Mr Girish Boyramboli.
Description of demographic informations
Respondents of this analysis were employees of LUX*Belle Mare. The feature of the respondents has been described as follows:
In the 121 useable questionnaires, 63 % of the respondents were female and 37 % were male. The age of the respondents ranged from under 19 old ages old to 65 old ages old. 50 % of the respondents were in the scope of 20-29 old ages, 38 % were aged 30-39 old ages old and 12 % were aged 40-49 old ages old.
The major portion of the respondents was SC holder ( 50 % ) , 25 % represents HSC holder, 13 % were alumnuss from universities and the staying 12 % had a making below SC.
38 % of the respondents had a work experience of more than one twelvemonth at LUX*Belle Mare and 38 % had a stay of at least three old ages. While 24 % of the respondents had experience of at least one twelvemonth.
The bulk of the respondents were from Housekeeping & A ; Villa ( 22 % ) , Kitchen ( 21 % ) and Food & A ; Beverage ( 20 % ) . While the staying was as follows: Front Office ( 7 % ) , Security ( 6 % ) , Spa ( 6 % ) , Maintenance ( 5 % ) , Administration ( 4 % ) and others ( 9 % ) . Others consist of dress shop, nurserymans, amusement, so on.
Employee perceptual experience on Human Resource Strategies at LUX* Belle Mare
Likert-Type Format was used in the questionnaire ; it had a five-point graduated table. The value for the graduated tables were ‘Strongly agree ‘ valued 5, ‘Agree ‘ valued 4, ‘Neutral ‘ valued 3, ‘Disagree ‘ valued 2, and ‘Strongly differ ‘ valued 1.
Section A of the questionnaire was divided into four parts as per the Human Resource Strategy Wheel Framework by Zeithaml and Bitner ( 2008 ) viz. : Hire the Right People, Develop People to Deliver Service Quality, Provide Needed Support System and Retain The Best Peoples.
Table 2: Employee Satisfaction at LUX*Belle Mare
Sections
Mean
Hire The Right Peoples
4.15
Develop Peoples to Deliver Service Quality
3.89
Provide Needed Support Systems
3.91
Retain the Best Peoples
3.94
We have grouped inquiries under four captions viz. : “ Hire the Right People ” , “ Develop Peoples to Deliver Service Quality ” , Provide Needed Support Systems ” and “ Retail the Best People ” .
With the consequence of this survey, we can state that on norm, the employees are rather satisfied with the schemes in topographic point. “ Hire the Right People ” has a mean of 4.15 followed by “ Provide Needed Support Systems ” with a mean of 3.91, “ Develop Peoples To Deliver Service Quality ” ( 3.89 ) and “ Retain the Best Peoples ” ( 3.94 ) . However, we besides noted that some single statements had a comparatively low mean ( less than 3.0 ) . We have analysed the single statements in the subdivision below.
Hire the right people
Statement
Mean
Hire The Right Peoples
1
I am proud to state others that I am portion of this Hotel.
4.04
2
I truly care about the hereafter of the Hotel.
3.94
3
Your Hotel acts as a seller and competes for the best people.
3.93
4
Your Hotel recruits people holding accomplishments and cognition necessary to make the occupation
4.42
5
Your Hotel recruits forces who has good attitude towards service and orientation toward functioning clients.
4.27
6
In order to happen the most suited forces, both internal and external vacancy is being promoted.
4.31
Based on the above tabular array, we noted that the employees are satisfied with the scheme “ Hire the Right People ” .
Overall, the employees agreed that the hotel ‘s policy sing enlisting is good since the inquiries on enlisting “ Your Hotel recruits people holding accomplishments and cognition necessary to make the occupation ” and “ Your Hotel recruits forces who has good attitude towards service and orientation toward functioning clients ” obtained a mean of 4.42 and 4.27 severally. They feel that direction adopts a just attack when there a vacancy since it considers both internal and external advertizement ( Average: 4.31 ) .
To enroll the best adult male for the occupation is a scheme mentioned by Wilson et Al. ( 2008 ) . As per the Human Resource Manager, LUX* Belle Mare has a enlisting system and it focuses on enrolling the suited service employees. The direction believes that engaging the right staff will straight find the service quality the hotel provides.
Mr Girish Boyramboli mentioned that LUX*Belle Mare has a channel of enlisting used for sourcing employees viz. advertisement in newspaper ( 35 % ) , portal ( 50 % ) , employee referrals ( 10 % ) and hotel schools ( 5 % ) . The Human Resource Department is responsible for the choice of applications. The Human Resource Manager examines all the applications letters and selects the suited applications. After pre-selection, the surviving appliers are called for personal interviews. The Human Resource Manager steps and evaluates the interpersonal accomplishments, communicating accomplishments and so on.
Zeithaml et Al. ( 2008 ) reference that companies require their service employees to hold two complementary capacities: service competences and service disposition. The Human Resource Manager believes that professional makings are less of import than attitude and passion and interpersonal accomplishments. Therefore, LUX*Belle Mare offers a competitory bundle and provides better public assistance to pull the right people who have positive mentality and great enthusiasm of service work.
Besides, to guarantee that it is the preferable employer, LUX*Belle Mare compares work topographic point and environment conditions within the hotel industry. The Quality Control Department is responsible to obtain benchmarking in the industry both locally and internationally. An audit is carried out to guarantee that the work topographic point and environment conditions are being respected.
The Management ensures that it offers a competitory bundle to pull new recruits. Management has set a minimal basic wage of Rs 6,000.
Develop people to present service quality
Develop Peoples to Deliver Service Quality
7
The top direction provides an chance for the employees to take part in the determination devising procedure
4.04
8
I am encouraged to come up with better ways of deliver service.
3.70
9
Your superior / director supports you to better your accomplishments
3.64
10
I am free to do a determination and utilize my ain judgement in acquiring the occupation done
3.95
11
Your Hotel organizes squad edifice activities.
2.89
12
Extensive preparation plans are provided to employees
4.50
13
There are formal preparation plans to learn new hires the accomplishments they need to execute their occupations
4.52
On norm, the employees agree with the statement that the hotel develops people to present service quality. They are of the sentiment that the hotel provides equal preparation for both new recruits and bing staffs. Besides, they feel that they are free to do a determination and utilize their ain judgement in acquiring the occupation done ( average 3.95 ) . They are encouraged to come up with better ways of presenting service ( average: 3.70 ) . The employees of LUX*Belle Mare strongly agree that the top direction provides an chance to take part in the determination devising procedure. They besides get support from their superior/manager to better their accomplishments.
However, on the gray side, we note that the employees are of the sentiment that the Hotel does non organize squad edifice activities on a regular basis.
Ongoing preparation plans in proficient accomplishments and synergistic accomplishments should be provided for service employees is a scheme mentioned by Wilson et Al. ( 2008 ) . Management of LUX*Belle Mare steadfastly believes that if an employee is good trained, the latter will present good quality service. The Human Resource Department has an initiation program of 2 yearss for new recruits. The initiation class is conducted by internal trainers. Upon interview, we noted that there is a policy sing how often the initiation class for employee is redesigned which is normally on an one-year footing.
For bing employees, a preparation plan is designed by the Human Resource Department. LUX*Belle Mare has a robust preparation calendar. Besides, upon petition of the several Head of Department, the calendar can be updated. The preparation demands are assessed through a combination of public presentation assessments, Head of Departments ‘ input and organizational programs. A lower limit of 7 man-days is devoted for developing per employee per twelvemonth. The preparation is conducted both in house and is outsourced. LUX*Belle Mare invests a batch in its preparation strategy. As such, as at 30th September 2012, it had 20 in-house trainers. All of them are certified trainers. Training is provided both on the occupation and in schoolroom utilizing the latest engineering available.
Many direction gurus define teamwork as a group of persons passionately committed to their end end. Employers expect persons to work efficaciously on squads. The end of LUX*Belle Mare is to supply first-class quality service to its clients. In order to advance squad work, the Human Resource Manager mentioned that direction organised both out-of-door and indoor activities to actuate inter-department employees to heighten interpersonal relationship. However, it is non on a regular footing.
Provide needed support systems
Provide Needed Support Systems
14
Your Hotel provides supportive engineerings and equipment to you to present high criterion service.
4.03
15
There is a proper remainder room, canteen, imbibing H2O installation
2.98
16
The on the job environment provides me a head of relaxation and friendly atmosphere
4.04
17
Your Hotel steps client perceptual experiences of internal quality through filling in guest satisfaction questionnaire
4.15
18
The Hotel ‘s internal processs are based on the premiss of client value and client satisfaction.
4.35
Based on the above tabular array, we observe that as a whole, employees are satisfied sing the proviso of needful support systems. They are of the sentiment that the hotel provides supportive engineerings and equipment to them to present high criterion service ( average: 4.03 ) .
The statements “ Your Hotel steps client perceptual experiences of internal quality through filling in guest satisfaction questionnaire ” and “ The Hotel ‘s internal processs are based on the premiss of client value and client satisfaction ” indicate that the employees feel that direction focal points on internal service quality. LUX*Belle Mare requests feedback from clients through guest satisfaction questionnaire. The respondents agree with the statement “ the on the job environment provides a head of relaxation and friendly atmosphere ” ( average: 4.04 ) .
However, based on the study, the statement “ there is a proper remainder room, canteen, imbibing H2O installation ” had a low mean of 2.98 demoing that they are unhappy sing these installations.
The Management of LUX*Belle Mare provides proficient support and equipment ( computing machines, laptops, I-pads, I-phones, nomadic phones, facsimile, cyberspace, inter face, Property Management System ( PMS ) , Energy Management System ( EMS ) , protective equipment and so on ) for employee to present quality service.
Measure and wages internal service is a cardinal manner to develop and back up internal service relationship ( Wilson et al. , 2008, p.285 ) . LUX* Belle Mare has a Quality Control Department which records the perceptual experience of the clients and based on that, it develops service oriented internal procedures.
Retain the best people
Retain The Best Peoples
19
The top direction frame policies which are good for the improvement of the employees
4.37
20
The top direction are ever sing about bettering the employees ‘ conditions
4.26
21
Your hotel celebrates and supply vacations for assorted festivals
2.62
22
You are good recognized in your organisation
4.11
23
You are motivated through both pecuniary and non pecuniary factors
4.07
24
Assorted recreational installations ( Sporting events & A ; games ) are available in your organisation
4.14
25
Your public presentation is recognized and it is awarded sporadically
4.05
With regard to the keeping policy of the hotel, we noticed that on the whole, the employees are happy with the policy in topographic point. They agree with the statement “ the top direction frames policies which are good for the improvement of the employees ” ( average: 4.37 ) . They besides believe that the top direction are ever sing about bettering the employees ‘ conditions.
They are of the sentiment that their public presentation is recognized and awarded sporadically ( average: 4.05 ) . They besides believe that they are motivated both by pecuniary and non pecuniary factors ( mean: 4.07 ) .
However, they disagree with the statement that “ the hotel celebrates and provides vacation for assorted festivals ” ( average: 2.62 ) .
The Management of LUX*Belle Mare steps and assesses their employees ‘ public presentation on an one-year footing. The several Heads of Department measure the employees in their sections and the General Manager appraises the Heads of Department. Both pecuniary and non pecuniary inducements are given to star performing artists. The Company besides recognizes the first-class work by manner of award. The standard for presenting depends on the ballot of Human Resource Department and those of clients. LUX*Belle Mare organises a particular event in a twelvemonth for denoting public presentation wagess for persons. The event is organised on the hotel ‘s premises. There is a budget allotment for wagess and acknowledgment which is about 3 % -5 % of its entire outgo.
Decision and recommendations
Wilson et Al. ( 2008 ) reference that employees, particularly client contact employees represent the company to clients. What every person do or state can act upon perceptual experiences of the house and service bringing ( p.272 ) . Therefore, the hotel should offer superior internal service quality to their employees and handle them as clients in order to heightening the employees ‘ satisfaction. Because the employees ‘ satisfaction benefits to retain the best adult male and better their productiveness and quality to hence deliver good service.
Consequently, LUX*Belle Mare recognises the importance of the employees in service bringing and to better service bringing through utilizing a series of human resource schemes to heighten the employee satisfaction, productiveness, quality and keeping.
They believe that satisfied employees will execute better and handle their client better, ensuing in client satisfaction. Therefore, they non merely integrate service civilization into internal selling to develop the internal service quality, they besides commit themselves to increase employee satisfaction and preparation employees to go more productive to better quality that will act upon their hotel service bringing
At the same clip, human resource schemes at LUX*Belle Mare are aimed at fulfilling and enabling employees to present service promises which can later travel toward service quality bringing.
In order to present service quality efficaciously, the human resource schemes should concentrate on engaging the right people foremost. LUX*Belle Mare pays more attending to the direct influence of the service quality bringing through engaging the right staff. It has its ain enlisting system which focuses on accomplishments, experience and attitude and behavior. After enlisting, it provides initiation developing plans to its new recruits. It besides offers developing to bing employees.
During the on the job procedure, the direction of LUX*Belle Mare allows them to do the determination and manage the job by themselves. Effective communicating is besides an of import portion to heighten employee productiveness and quality in accomplishing promise to their clients quickly. The Hotel invests adequate support in needful tools including effectual engineering and equipment to back up employee to execute good in serving. Reward system as the indispensable portion of human resource schemes do non merely counterbalance employees for their attempts but besides act upon the enlisting and keeping of strongest service performing artists. They use the variable of wagess to act upon employees ‘ positive behaviors and actuate the employees ‘ good public presentation.
We noted that LUX*Belle Mare has built a branded invitee service civilization. It besides recognises the importance of employee in presenting quality service and set their staff as the precedence and handle their employees as clients. Furthermore, on the hire the right people scheme, it has a enlisting system in topographic point to use the best people. Management believes that focal point must be on accomplishments and experience of people. LUX*Belle Mare invests a batch on preparation to develop its people to present service quality and empowers employees. It besides provides needful support systems. In order to retain its best people, it has set up a rewarding system to mensurate and honor its strong service suppliers.
Recommendation
Based on the study, we noticed that LUX*Belle Mare needs to better in the undermentioned countries: promote squad work and handle its employees as clients.
The Hotel must organize squad edifice activities to advance squad work. It can besides see honoring squad of persons to promote squad work and squad spirit.
Management must handle its employees as its internal clients. It must believe on to better its installations like canteen and remainder room. It must besides see to observe and supply vacations for assorted festivals, where applicable so that the employees feel that direction attentions for them.
