Development strategies for reception workers in hotel : case: Viimsi Spa hotel in Estonia
Surmai, Kristian (2023)
2023
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2023112731827
https://urn.fi/URN:NBN:fi:amk-2023112731827
Tiivistelmä
Human resources management (HRM) became an important topic with the development of the customer service sector. Arguably all the business spheres are communicating with the customers in different ways. As far as the tourism business sector is concerned, it can be stated that HRM strategies and implementations play a huge role in many different aspects, starting from the satisfaction of the clients and ending with the performance of the employees.
This thesis introduced the case of Viimsi Spa hotel in terms of the HRM development. The main objective of the thesis was the improvement of the HRM conditions for the employees at reception. The objective of the research was achieved through the analysis of the HR conditions at Viimsi Spa hotel’s reception, the identification of the low points of HR and propositions of improving them.
The theoretical framework included the basis information about HRM in general along with the studies of personnels’ psychology. Basis information included topics such as recruitment, team building methods and safety at the workplace, while personnel psychology studies mainly focused on the professional development of the employees. The empirical data was collected with the implementation of qualitative research methods. Seven online survey questionaries were compiled and sent to the reception employees of the Viimsi Spa hotel’s reception. The idea behind the questionaries was to identify the perception of employees towards the working process and find out the aspects which require upgrade. Grounded theory and content analysis were used to gain more insight on the information gathered from the surveys.
The research indicated two main problematic points from the perspective of the working environment at the reception: insufficient communication between the employees and unjustifiably long shifts. Furthermore, research specified the below average attitude towards the working process. Nevertheless, the researcher came up with certain propositions which may help to improve the low points of the HRM and consequently make the employees feel more positive about the job they perform.
This thesis introduced the case of Viimsi Spa hotel in terms of the HRM development. The main objective of the thesis was the improvement of the HRM conditions for the employees at reception. The objective of the research was achieved through the analysis of the HR conditions at Viimsi Spa hotel’s reception, the identification of the low points of HR and propositions of improving them.
The theoretical framework included the basis information about HRM in general along with the studies of personnels’ psychology. Basis information included topics such as recruitment, team building methods and safety at the workplace, while personnel psychology studies mainly focused on the professional development of the employees. The empirical data was collected with the implementation of qualitative research methods. Seven online survey questionaries were compiled and sent to the reception employees of the Viimsi Spa hotel’s reception. The idea behind the questionaries was to identify the perception of employees towards the working process and find out the aspects which require upgrade. Grounded theory and content analysis were used to gain more insight on the information gathered from the surveys.
The research indicated two main problematic points from the perspective of the working environment at the reception: insufficient communication between the employees and unjustifiably long shifts. Furthermore, research specified the below average attitude towards the working process. Nevertheless, the researcher came up with certain propositions which may help to improve the low points of the HRM and consequently make the employees feel more positive about the job they perform.