Human

Resources
Management
Present by

Ma Tha Zin Myint &

Ma Zin Mi Mi Htet
 1.Recruitment
 Recruitment is the process of actively seeking out, finding and hiring candidates
for a specific position or job. The recruitment definition includes the entire hiring
process, from inception to the individual recruit’s integration into the company.

 Two types of recruitment plan

 Internal recruitment

 External recruitment
 1. Cross training

2. Succession planning

3. Posting job opening

Sources of internal
recruitment 4. Paying for performance

5. Maintaining a call-black list

 Sources of External
1. Advertising
recruitment
2. Media outlets

3. Networking

4. Employment agencies
 Advantages and Disadvantages of Internal recruitment
Advantages Disadvantages
1. Reducing hiring time 1. Creating jealousy

2. Reducing onboarding 2. Morale problems

3. Saving money during hiring 3. Political overtones

4. Saving money long-term 4. Critical gap in another department

5. Reducing performance risks

 Advantages and Disadvantages of External Recruitment

Advantages Disadvantages
1. Selecting from more candidates 1. Increased costs

2. Adding fresh perspectives 2. Additional training

3. Effect on current employee morale

3. Finding a specialized candidate
4. Lower productivity over the short run
4. Staying competitive
5. Difficult to find a good fit with the
5. Avoid political problems company’s culture and management

6. Form of advertising
  Identifying a new vacancy

 Understanding the job requirements

Recruitment Plans  Recruitment budget

 Sourcing potential candidates

 Screening and interviews

 Making a job offer

 Hire and onboarding

According to the hotel’s requirement, hotel employees are hired before the opening date

General manager , Assistant manager

Hotel Manager - 3months or 12 weeks

Front office staffs - 3months or 12 weeks

Housekeeping staffs - 3months or 12 weeks

Food and Beverage staffs (Production) - 3months or 12 weeks

Food and Beverage staffs (Service) - 3months or 12 weeks

Engineering and Maintenance - 3months or 12 weeks

Sales and Marketing - 3months or 12 weeks

Accounting and Finance - 3months or 12 weeks

Hotel Organization Chart General Manager

Executive Assistant Manager

Rooms Division Food & Beverage Engineering & Maintenance

Front Office F&B Service

Sales & Marketing

Food Production
Housekeeping
(Kitchen)
Human Resources

Security
Health Club IT/EDP Purchasing Accounting & Finance
Department
Organization Chart for Front Office Departments
Front Office Manager (1)

Assistant Front Office Manager (1)

Duty Manager (2)

Front Office Supervisor (3)

Night Auditor (2)

Reservation Guest relation Receptionist Concierge Business center Telephone

(4) officer (1) (7) (2) (2) operator (4)

Baggage/Porter (6) Secretary (3)

Door attendant (2)

Driver (3)
Organization Chart for Food & Beverage Department
Food & Beverage Manager/Director

Assistant Food & Beverage Manager/Director

Restaurant Manager Room Service Manager Bar Manager

Assistant Restaurant Manager Shift supervisors or Captains Assistant Bar Manager

Restaurant Supervisor (Head Waiter)

Service Staff , Waiters Bar Supervisor

Restaurant Captain
Bar Tender/Wine Waiter
Minibar restockers (Sommelier)
Waiter/Waitress

Orders received Bar Waiter/Waitress

Hostess Trainee
Man Power For Food & Beverage Department
Morning Afternoon Night Relevin
Food & Beverage Manger/Director 1
Assistant Food & Beverage Manger/Director 1
Restaurant Manager 1
Assistant Restaurant Manager 1
Restaurant Supervisor (Head Waiter) 4 1 1 1 1
Restaurant Captain 3 1
Waiter/Waitress 18 6 4 8
Hostess 4 1
Trainee 3
Room Service Manger 1
Shift Supervisors (or) Captains 2
Service Staff , Waiters 6 2
Minibar restocker 3
Order received 2 1
Bar Manager 1
Assistant Bar Manager 1
Bar Supervisor 4
Bar Tender/Wine Waiter (Sommelier) 5 1
Organization Chart For Housekeeping Department
Executive
Housekeeper

Assistant Executive
Housekeeper

Public Area Linen & Uniform Laundry

Floor Supervisor
Supervisor Supervisor Supervisor

Linen Room Laundry Room

Attendant Room Attendant
Attendant Attendant

Gardener Order Taker Tailor

Runner
 Man Power For Housekeeping Department
Executive Housekeeper - 1pax
Assistant Housekeeper - 2pax [1pax for morning and 1pax for Evening Shift ]
Public Area Supervisor - 4pax [1 for each shift and another 1 for relevin]
Floor Supervisor - 4pax [1 per 60 room for Morning Shift and 1 per Evening Shift and 1 per Night Shift]
Linen & Uniform Supervisor - 1pax [ Morning and Afternoon Shift ]
Laundry Supervisor - 1pax [ Morning and Afternoon Shift ]
Night Supervisor - 1pax
Public Area Attendant - 6pax [ 2pax for Morning Shift and 2pax for Afternoon Shift and another 2 is relevin ]
Gardener - 2pax [ 1pax for each shift and 1 is relevin ]
Linen & Uniform Attendant - 4pax [ Morning and Afternoon Shift ]
Laundry Room Attendant - 4pax [ Morning and Afternoon Shift ]
Room Attendant - 14pax [ 1 per 12 room for Morning Shift and 1 per 30 room for Evening shifts ]
Order Taker - 2pax [ 1 per for each shift and 1 is relevin ]
Runner - 6pax [ 2 per for Morning Shift and 2 per for Afternoon Shift and another 2 is relevin ]
Tailors - 2pax [ Morning and Afternoon Shift ]
Turn Down Service - 3pax
Employment Application Form
 • Supporting , training , and supervising front office staff.

• Ensuring that all customer-related tasks are handed accurately

and on time to improve guest’s experience.

• Handling customer complaints and special requests.

Scheduling staff shifts and managing other HR-related tasks.

Front Office Manager •

Job Description • Maintaining an orderly appearance throughout the reception

area.

• Monitoring stock and ordering office supplies, including

stationery and information leaflets.

• Preparing monthly management reports on customer feedback,

bookings,and cancellations.

• Managing the departmental budget.

• Updating files and records.

• Enforcing all cash-handling , checking , and credit procedures.

 Front office Manager Specification
• High school diploma or an associates’s degree.

• Client services or management experience.

• Great interpersonal and communication skills.

• Excellent problem-solving skills.

• Basic accounting skills.

• The ability to remain positive and focused in a fast-

paced environment.

• Good time management skills.

• Great computer skills and ability to learn new skills

quickly.

• A professional appearance.
 Food and Beverage Manager Job Description
• Designing delicious and attractive menus and continuously making improvements.

• Forecasting , planning , sourcing , and ordering food supplies for the kitchen, as well as beverages to stock the
bar and fridges.

• Building positive relationships with food and beverage vendors.

• Adhering to the food and beverage budget.

• Managing daily food and beverage operations.

• Following food and safety regulations.

• Maintaining positive customer relationships, processing complaints, and responding to customer needs.

• Assisting with marketing events.

• Creating and enforcing.

• Creating and enforcing restaurant policies, targets, and KPIs.

• Hiring, training , and managing food and beverage staff .

• Minimum of 4years experience in the hospitality industry, with
an emphasis on food and beverages.

• Culinary or food service management degree may be

advantageous.

• In-depth knowledge of the food industry. Food and Beverage

• Strong working knowledge of related computer software,
Manager
including restaurant management software. Specification
• Ability to adhere to budgets and meet financial targets.

• Exceptional organizational, leadership, problem solving, and

communication skills.

• Ability to forecast food and beverage needs.

• Excellent customer service skills.

• Great delegation skills.

 • Monitor all the daily operations of the housekeeping
department, including the cleanliness of all guest rooms
Housekeeping and public areas daily.

Manager • Lead ,hire , and train hotel housekeeping staff to adhere to

Job Description our high standards of cleanliness and customer satisfaction.

• Oversee the housekeeping department budget, take

inventory ,and ensure there is a stock of adequate cleaning
supplies.

• Document areas cleaned by room attendants and report

any issues such as room damage or maintenance requests
to the front office.

• Ensure all cleaning equipment is in proper working

condition and make arrangements for repairs as needed.
 Housekeeping Manager Specification

• A high school diploma or GED is required.

• 3+years of supervisory experience in housekeeping

management as an executive housekeeper, housekeeping
director, or other similar position.

• At least 2+years experience in hospitality or guest services.

• Extensive knowledge of environmental service (EVS),

including detailed cleaning processes and a wide range of
cleaning supplies and equipment.

• Applicants should be excellent leaders, detail-oriented, and

demonstrate a commitment customer service
 Interview questions for entry level
 How would you describe yourself?

 Why are you interested in this role?

 What do you know about our hotel?

 Did you have any internships? What have you gain as the
experience?

 Why do you want to work in the hotel industry?

 What do you think is the most important quality for someone in a

 customer service role?

 Where do you see yourself during five years from now?

 Did you prefer working independently or in groups on school

project?

 Why do you want to work for us? 22

 Interview questions for supervisor level
 Tell me about your work experience?

 How has it prepared you for a career?

 How would you handle a customer complaint about a staff member’s attitude?

 What strategies have you used to motivate and train your staff to ensure high-quality
service?

 What job pressure did you experience in previous jobs? Why?

 Describe a time when you were faced with problems or stresses in jobs?

 Why are you considering changing jobs?

 What are your expectations regarding a new job?

 What kind of salary are you looking for in relation to this supervisor position?

 Why should we hire you above all other applicants? 23

 Interview questions for middle and top management
 What is the most challenging thing about being a manager?

 How do you get your employees to follow you?

 How do you use power or authority to get what you want done?

 What kind of work environment do you prefer?

 How do you describe your management style?

 What are qualities of a successful manager?

 How do you delegate an important assignment to others while ensuring that it will be completed
successfully?

 What are some of your weaknesses?

 What do you think will be the most challenging part of this position?

 Why should we hire you?

Interview Assessment form for
Entry Level

25
Interview Assessment
form for
Supervisory Level
Interview Assessment form for
Middle management and top
management level
Job Evaluation form for Entry Level
 Job Evaluation form for
Supervisory level and above

Feeling overwhelmed 29
Employee Disciplinary Action Form

Feeling overwhelmed
Employment Contract Agreement
3.Contents of employee handbook
1. -Welcome note by hotel management
2. -Employee Policy
3. -Compensation
4. -Promotion and Increment
5. -Leaves and Procedure
6. -Hours of work
7. -Emergency Report
8. -Fire Alarm
9. -Personal Protective Equipment(PPE)
10.-Chemical Handling
11.-Knife Handling
12.-Health care
13.-Training
14.-Grooming and hygiene
15.-Do and Don't
33
4.Manager Handbook
Management Process

In the management process , manager need to manage these seven resources

 People
 Money
 Time
 Work procedures and methods
 Energy
 Materials
 Equipment and tools
 Management Process
Organizing
Directing
Planning Coordinating Evaluating
Controlling
Staffing

Change in Procedures

Revision in Plans
Important skills for managers
 Excellent leadership skills

 Excellent communication skills

 Excellent interpersonal skills

 Project management skills

 The ability to motivate other member of staff

 Problem solving and strategic thinking skills

 Decision making skills

Effective different leadership styles
4 types of leadership style;
 Autocratic leadership
Autocratic leaders make choices or decisions based on their own
beliefs and do not involve others for their suggestion or advice.

 Bureaucratic leadership
Bureaucratic leadership can be defined as a system of management
that follows a hierarchy where official duties are fixed.

 Democratic leadership
Democratic manager keeps employees informed on all matters that
directly affect their work and shares decision making and problem
solving responsibilities.

 Laissez-Faire leadership
Laissez-faire leaders allow their followers to have the autonomy to
make their own decisions and manage their own desks.
 Diversity Management
Managing diversity means finding ways to get groups of people with different backgrounds and values to working
harmoniously together and share their different perspectives in way that furthers the goals of the organization.

There are two types of diversity management:

 Intranational diversity management
This refers to managing a workforce within a single national context to provide opportunities for minority groups and
recent immigrants

 Cross-national diversity management

Also called international diversity management, this refers to managing a workforce comprising citizens from
different countries and requires an organization to consider the laws, customs, and cultures in the countries in which
it operate

Benefits of diversity
 Keeping and increasing market share
 Reducing costs
 Increase productivity
 Improving the quality of management
 Additional benefits
 Effective build a team
Team

Commitment Temperament Accountability

Mission Skills

 Times and  Personalities  Key

 Mission  Well
Energies and Behavior building
statement communicate
 Honest and styles block
 Should  Problem
 Adjustment  Hold all
contain Dishonesty solving
team
measurable  Flexibility
member
objectives  Manage
equality
 Whether conflict
accomplish
or not
 Training Plan For Housekeeping Department
Day Contents Time Method Aids Resources
-Cleaning Methods (Bedroom & In-person Video , slide , book Room facilities
Bathroom)
1 1pm to 2:30pm Monitoring and Cleaning materials
-Floor cleaning and maintenance Coaching

-Linen and laundry In-person Linen

2 1pm to 2:30pm Video , slide , book
-Chemical using method Monitoring and Chemicals
Coaching

-Guest Service In-person Cleaning materials

3 1pm to 2:30pm Video , slide , book
-Use Cleaning machine and Sign Monitoring and Chemicals
Coaching

In-person Video , slide , book

4 -Emergency situation 1pm to 2:30pm Note Book
Monitoring and
Coaching
 Training Plan For Front Office Department
Days Contents Time Method Aids Resources

1 -Technology training and 1pm to 2:30pm In-person Video , Audio Computer,

Making reservation recording , Book Printer, Phone,
Monitoring and Note book
-Hotel Procedure Coaching

2 -Product and Service 1pm to 2:30pm In-person Book , video , Books , paper, Key
Knowledge slide card
Monitoring and
-Key control and room type Coaching

3 -Answering phone call 1pm to 2:30pm In-person Audio Phone , Computer

policies recording , video ,Paper
Monitoring and
-Communication Skill Coaching

4 -Professionalism and 1pm to 2:30pm In-person Video , Book Note book

Etiquette
Monitoring and
-Complain handling Coaching
 Training Plan For Food and Beverage Department
Day Contents Time Method Aids Resources

1 -Product and Menu 1pm to 2:30pm In-person Slide , Book , Video Menu and
Knowledge Employee Handbook
Monitoring and
-Hygiene and Grooming Coaching
2 -Food and Beverage 1pm to 2:30pm In-person Video , Book Safety guideline
safety book
Monitoring and
-Wine and Beverage Coaching Wine and Beverage
Knowledge
3 -Table set up 1pm to 2:30pm In-person Video Napkin , Tableware

-Napkin Folding Monitoring and

Coaching
4 -Upselling 1pm to 2:30pm In-person Video , book Note book

-Customer Service and Monitoring and

complain handling Coaching
6.Guidelines for specific orientation program
 Define the program's goals and objectives

 Tailor the program to the audience

 Provide a comprehensive overview

 Provide necessary information

 Encourage interaction

 Use technology

 Evaluate the program

 Follow up
 General orientation program
Time Description

9am –9:30 am Welcome by hotel manager and major department directors

9:30am-10:30am Presentation about the organization philosophy and the role the employee
plays in helping meet the property's mission and goals
10:30am-11:00am Tea break

11:00am-12am Review of policies and procedures

Discussion of benefits and perks
12am-1pm Lunch break

1pm-1:45pm Discussion of guest and employee relations

2pm-3pm Completion of personal form

Tour of the property
3pm-3:30pm Question and Answer time
 General orientation program details
 A welcome and introduction to the organization or institution, including its mission,
history, and values.

 Explanation of important policies and procedures that are relevant to participants, such
as health and safety, security, confidentiality, and ethics.

 Information about the benefits and perks offered by the organization, such as health
insurance, retirement plans, vacation days, and employee discounts.

 Explanation of the organization's communication channels and expectations, including

how to communicate with supervisors, colleagues, and clients.

 Completion of a personal form typically refers to filling out a form that collects personal
information about an individual. This form may be used for various purposes such as for
employment, enrollment in a program, or as part of a registration process.
 Motivation Plans
 Set clear goals
The First step is to establish clear and specific goals that the hotel staff needs to achieve.

 Provide training and development opportunities

Necessary training and development resources to help them reach their goals.

 Recognize and reward performance

Bonuses , promotions , trips or other perks to reward staff who meet or exceed their goals.

 Foster a positive work environment

Encourage teamwork, open communication , and a sense of belonging among the staff.

 Celebrate success
Give out awards , Provide bonuses or incentives , send a personalized note , celebrate with
food.