HUMAN RESOURCES EMPLOYED BY A HOSPITALITY ORGANISATION AFFECT THE QUALITY OF PRODUCTS AND SERVICES TO WHAT
What do you mean by human resources? “Human resources are the people in the organization or operation…Human resources management is a series of activities and decisions carried out by all hospitality managers that help employees get the job done and achieve their objectives and those of the Hospitality Company or operations”. ... Jerris (1999) For a successful run of any business, it needs three resources: financial, physical and human resources. As hospitality is people’s industry, human resources play a key role in it. A large number of people are required in hospitality industry to serve the customers. ... For having a team, human resources management and department come into a significant role. ... Jerris (1999) had given his views: - “Effective human resource management is concerned not only with bringing people into the organization but also helping to perform their work, paying them fairly for the work, and solving work related problems that arise. Traditionally, the personnel function or ‘personnel department’, as the human resources department was previously designated, was responsible for such activities as counseling problem employees, arranging company social function, and improving morale. However, the increased number and complexity of government regulations, the influx of a more diverse workforce, and foreign competition have significantly changed the nature of how hospitality operations do business, the nature of human resources management, and human resources department’s role in the organization”. Hand to hand, by considering quality as our main issue, we have ‘quality’ as according to the Webster’s College Dictionary, “Quality means any of the features that make something what it is; characteristic element; attribute”. (Agnes, 2000) Also, according to Concise Oxford Dictionary, “Quality means the standard of something as measured against other things of a similar kind”. (Pearsall, 1999) Characteristics of Hospitality Products and Service Hospitality services are intangible which means they cannot be touched.