The impact of corporate culture of hotel chains in the human resources management

Abstract

Trendovi u globalnom i suvremenom hotelijerstvu ukazuju da su raznovrsnost, kvaliteta i inovativnost ključ prepoznatljivog imidža. Ljudski element temelj je pružanja usluga te je kvalitetna radna snaga postala konkurentska prednost. Budućnost razvoja hotelskih organizacija ovisi o sposobnosti da uče i neprestano povećavaju svoju kreativnost i znanje. U današnjem turbulentnom poslovanju, koje je prožeto raznim krizama i u kojem hotelska industrija ima jedinstvene značajke izgrađene na obrascu poduzeća kojem je cilj prodati svoje usluge i reagirati na sezonske oscilacije u nacionalnoj i međunarodnoj potražnji, ljudski potencijali čine ključan čimbenik upravljanja. Danas je manje važno koliku imovinu hoteli posjeduju, a naglasak je na sposobnosti zaposlenika da stvore vrijednost. Ljudski potencijali su osnova na kojoj se gradi poslovna strategija, a primarni cilj poslovanja hotela je osigurati rast i razvoj, što u velikoj mjeri dolazi od samih zaposlenika. Samim time je neophodan razvoj i prilagođavanje zaposlenika koji u konačnici doprinose ostvarenju optimalnih rezultata. Cilj ovog rada je s obzirom na veliki broj zaposlenika, složenost poslovnih procesa i kvalitetu usluga kojoj lanci hotela teže, utvrditi specifičnosti upravljanja ljudskim potencijalima te u tom kontekstu uvidjeti kako ljudskim potencijalima upravljaju lanci hotela u Hrvatskoj i ima li to učinka na zadovoljstvo zaposlenika. Istraživanje pokazuje na koji način su organizirani odjeli ljudskih potencijala u dva hotelska lanca u Hrvatskoj te kolika je razina zadovoljstva njihovih zaposlenika. S obzirom na specifičnost poslovanja hotelskih lanaca, njihova korporativna kultura stvara bitne temelje za upravljanje ljudskim potencijalima i odražava se u iskazivanju zanimanja za zaposlenike. Činjenica je da je razvoj ljudskih potencijala vitalno pitanje koje se nameće svjetskom hotelijerstvu te da će se ono i u budućnosti nalaziti u središtu proučavanja i vrednovanja.Current global hospitality trends show us that the diversity, quality and innovation are the key to a distinctive image. The human element is the foundation of service providing and quality human resources have become an important competitive advantage. The future of hotel organization development depends on their ability to be aware of the constant learning process and creativity and knowledge endorsement. In the present ever-changing work environment, affected by different crisis, and in which hospitality industry has unique features based on the pattern of enterprises with the goal of selling services and reacting to seasonal oscillations in the national and international demand. Today, the size of assets a hotel posseses is of less importance due to fact that the capability of the employees to create added value for their customers becomes more stressed out. Human resources are the foundation of every business strategy due to the fact that growth and development of every entreprise is conditioned by the quality of its employees. Thus, employee growth and adaptation to different business situations is unevitable for every business striving to achieve positive results. The main purpose of this paper is to determine the specific features of human resources management and its impact to customer satisfaction, having in mind the large number of people working in this sector; the complicity of business procesess and the level of quality of services to which different hotel chains are aiming to provide. The research shows the way in which human resources departments are organized in two different hotel chains in Croatia and the level of their employee satisfaction. Given the specificity of their business operations, corporate culture creates important foundations for human resources management which is reflected in the level of interest company is showing for its employees. It is a fact that the human resources development is a question of vital importance imposed to the hospitality sector woldwide and that it shall remain in the focus of many studies and evaluations