ABSTRACT
This study surveyed
human resources management in hotels in Aba metropolis of Abia State. The major
objectives were to determine the problems and solutions of human resources
management in 1 and 2 star hotels and the possible solution. The population for
this study comprises of 25 star hotels and 15 two star hotels which is 40
number within the metropolis. Survey research design was used to investigate
human resources management. Questionnaire was used to gather the data for the
analysis. Descriptive statistic was used to answer research question one.
Linear regression was used to answer research question two. The result of the
analysis shows that 67% respondents believes that Human Resources Management
affects the quality of service rendered to guest in hotels within Aba
metropolis, while 33% respondents disagree. 83% respondents agree that there is
a relationship between Human Resources Management and employee’s job satisfaction
and self actualization, while 17% respondents disagree. 67% respondents agree
that finance are the problem associated with the adoption of Human Resources
Management. The researcher concluded that delivery high quality service result
in Human Resources Management satisfaction. The researcher recommends that
Hotel industries in Aba metropolis should instil Human Resource and service
culture in their operations. This is because absence of quality service will
lead to poor management and may lead to death of hotel industries.
TABLE OF CONTENT
Title Page i
Approval Page ii
Declaration iii
Certification iv
Dedication v
Acknowledgement vi
Abstract vii
Table of Contents viii
List of Tables xi
CHAPTER
ONE: INTRODUCTION
1.1 Background
of the study 1
1.2 Statement
of problem 3
1.3 Objective
of the study 5
1.4 Research
question 5
1.5 Significance
of study 6
1.6 Scope
of study 7
CHAPTER
TWO: LITERATURE REVIEW
2.0 Introduction 8
2.1 Conceptual Framework 11
2.2 Theoretical Framework 35
2.3 Empirical Framework 40
2.4 Strategies Used for Hospitality Organizations to Attract
And Retain Human Resources 45
2.5 Empowerment Through Delegation of Duties and
Participation
in Decision Making 48
2.6 Benefits of Sound Human Resource Management in
Hospitality Industry 49
CHAPTER
THREE
3.0 Materials and methods 52
3.1 Research design 52
3.2 The study area 52
3.3 Population for the study 53
3.4 Sample and sampling techniques
54
3.5 Instruments for data collection
54
3.6 Validation of the instrument
54
3.7 Reliability of the instrument
55
3.8 Data collection techniques
55
3.9 Data analysis Techniques 55
CHAPTER
FOUR: DATA PRESENTATION, ANALYSIS AND
INTERPRETATION
4.1 Data presentation 56
4.2 Test for hypothesis 62
4.3 Discussion of findings 65
CHAPTER
FIVE: SUMMARY, CONCLUSION AND
RECOMMENDATIONS
5.1 Summary 68
5.2 Conclusion 71
5.3 Recommendations 71
References 73
Appendix 76
LIST OF TABLES
Table
4.1: Number of Respondents 56
Table
4.2 Age Distribution 56
Table
4.3 Gender Distribution of the
Respondents 57
Table
4.4 Educational Attainment 57
Table
4.5 If Human Resources Management
affects the
quality of Service 58
Table
4.6 Relationship between Human
Resources Management
and Employees Job Satisfaction 59
Table
4.7 Problem in Adopting Human Resource
Management 60
Table
4.8 Problems associated with the
adoption of Human
Resource Management in Hotel Industries 60
Table
4.9 If Human Resource Management
Motivate Staff
Towards increasing
productivity 61
Table
4.10 If Human Resource Management help
the
Management in achieving their goals and
Objectives 61
Table
4.11 If there is a relationship between
Human
Resource Management and growth of hotel
industries 62
CHAPTER
ONE
1.0 INTRODUCTION
1.1 BACKGROUND OF THE STUDY
Human resources constitute the life blood of
an organisation. Despite the application of technology in modern business
management, human resources are still relevant and most adaptation resources of
the organisation. The strategic values of human resources stem from the fact
that apart from other resources employed in the course of production (land,
capital, technology etc) which are passive, human, resources are endowed with
discretionary decision-making power and thus have competitive advantage over
the other resources. Besides, human resources combine other resources in the
right mix to formulate appropriate strategies for the accomplishment of the
desired objectives of the establishment of the desired objectives of the
establishment. This essential of human resources assist the enterprise to make
rightful decisions and respond affectively to the threats and opportunities
within the environment of the organisation.
Floppo (1986) defined human resources as the
planning, organizing, directing and controlling of that procurement development
compensation integration and maintainace of people for the purpose of
contributing to the organisational goals. Personnel or human resources
management is said to have two possible meaning. According to Udeze (2000), it
is used by some authors to refer to the functions of managing people at work,
every manager who works with people must be involved in personnel management.
The second meaning of the term “personnel or human resources (management) refer
to the unit of the organisation that coordinates personnel’s activities. This is
specialized sections of the organisation that handles staff matters.
Hotel industry is one of the fastest growing
sectors of the economy. The hotel industry is varied enough for people to work
in different areas of interest and still be employed within hotel industry. In
recent years, human resources management (HRM) has assumed greater importance
in organizations, as it has been recognized as contributing to overall
effectiveness. It is now widely acknowledged that human resources play an
important role in the success of organisation, Ferris (1991). The human
resources management is not involved in the actual writing of performance
standards but play a diagnostic, training and monitoring role. The ultimate aim
of them is to ensure that at all firms the business is correctly staffed by the
right number of people with the skills relevant to the business needs (Islam,
2006). Recruitment and selection are outlining one of the best practises of
human resources concepts in hotel industry which can be used to achieve higher
productivity when hiring the right people with the capacity and desire to contribute
to the goals.
Human resources management is defined by
Bratton as a strategic approach to managing employment relations, which
emphasises that leveraging people’s capabilities, is critical to achieving
competitive advantage. Human resources management includes the recruitment of
employees, the development of polices relating to the management and
development of employees. It also follows that human resources management is
not carried out exclusively by human resources department. Line managers are
involved in managing the human resources in their department.
1.2 STATEMENT OF THE PROBLEM
Human resources management is directly
related to the overall performance of the organisation. Identifying and
planning for training can be linked to many co-operate processes. The level of
intense activity continues in most organisations. Many managers and team
leaders find themselves working hard on a myriad of activities. However, effort
can be wasted if it is expended in a vacuum. If each activity is treated as a
separate action, its intended impact on the organisation may be lost. Many
important initiatives are under taken by organisations. In human resources
management, training performances management (including performance appraisal
and salary administration). Recruitment and selection, and employee relation’s activity
all makes an important contribution. Often these initiatives are regarded as separate
programs. If organisation loses sight of the basic goal of performance improvement,
of they treat these or other programs as the ends rather than the means, then
they are doomed to difficult times, if not outright failure and that becomes a
problem.
Base on this leadership problem which can
result to low turnover, guest complaint, relationship conflict between employees
and employers. The management of human resources is complex and problematic
because as workers hardly adapt or voluntarily embrace the objectives of the
organisation. As individuals, the employees have needs aspirations,
motivations, desires and interests which influence their behaviour at work but
unfortunately these objectives are sometimes in conflict with the co-operate
objectives of the enterprise. In reconciling this conflicting interests, human
resources management and planning are useful tools employed in harmonizing the
needs of the employees with the goals and objectives of the organisation on a
continues basis. It is on this note that the researcher is embarking on this
work to proffer solution to this problem.
1.3 OBJECTIVES OF THE STUDY
The aim of this work is to determine the
problems of human resources management which affects an excellent quality of
service to guest. The specific objectives are:
1. To identify
the problems of human resources management in hotels in Aba metropolis.
2. To
identify how human resources management affects the quality of services rendered
to guest in hotels in Aba metropolis.
3. To
identify the relationship between human resources management and employee job
satisfaction.
4. To
determine the overall performance of employees in respect to human resources
management.
5. To
determine how human resources management motivate their staff.
1.4 RESEARCH QUESTIONS
The study will attempt to answer the
following questions.
1. What
are the problems of human resources management and the possible solution?
2. Does
Human resources management affects the quality of services rendered to guest in
hotel within Aba metropolis?
3. What
is the relationship between human resources management and employee job
satisfaction and self actualization?
4. What
is the overall performance of employees in respect to human resources
management?
5. How
does human resources management motivate their staff?
1.5
SIGNIFICANCE
OF THE STUDY
This study will enable companies, hotels and
parastatals to achieve its objective from time to time by creating a positive
attitude among workers, reducing wastage and making maximum use of resources
etc.
Secondly, if proper human resources
management is put in place and maintained, it will help the organisation to
maintain co-ordinal relationship with the unions (workers) and also improves
team work among workers enabling them to be comfortable while working.
Thirdly, if proper recruitment and selection
methods are followed, the establishment will be able to select the right people
for the right job, so that the number of people leaving the job will be reduced
as the workers will be satisfied with their job leading to decrease in labour
turn over.
1.6
SCOPE
OF THE STUDY
The present study focused on Aba metropolis.
The city is made of two local government areas comprising: Aba North and Aba South
Local Government Areas.
Hotels located within the defined
metropolitant area of Aba were thus studied. The study covered only the one
star and two star hotels within the metropolis.
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