DETERMINANTS OF EFFECTIVE HUMAN RESOURCE MANAGEMENT IN PROTEA HOTEL RESORT ENUGU

ABSTRACT

The aim of this study is on Determinants of effective Human Resource  Management  in  Protea  Hotel  (Nike  Lake  Resort Enugu State). Ineffective employee training and development programmes which makes employees inequipped are some of the hindrance that prevent the effective human resource management in an organization. The study examined the recruitments, section, training, development and management of employee. Methods was based on the used of questionnaire and secondary data from the organization. It was revealed that Protea Hotel adopt on the job method of training which improved workers productivity. The hotel cannot improve service delivery without investing on human resources. One of the major recommendation amongst others was that retire staff should not suffer after being disengaged from work.

CHAPTER ONE INTRODUCTION

1.8  BACKGROUND OF THE STUDY

Human Resources are easily recognized as the most important resources required for the production of goods and services, as well as the key to rapid socio-economic development   and   efficient   service   delivery.   (Churchman,

2004:64), human resources include all the experience, skills, judgment, abilities, knowledge, contacts, risk taking and wisdom of individuals and associates within an organization. Without an  adequate  skilled  and  well  motivated workforce operating with a sound human resources management programme, there will not be development. Any organization that underrates the critical role and under plays the importance of people or human resources in goal achievement can neither be effective nor efficient.

The realization of the value of human resource in any organization has in recent time led to a more human focused approach in managing organizations. Thus, human resources management     has     gained     prominence     in     business

management.  Human  resources  management  is  a  modern term for what has been traditionally refereed to as personnel management. A strong tendency to adopt the term ‘human resources management’ as a substitute for ‘personnel management’  has  developed  and  grown  stronger  (Ikeagwu,

1998:96). Human resources management embraces those activities designed to provide for and co-ordinate the human resources   of   an   organization.   It   involves   management decisions and practices that directly affect or influence the people who work in the organization (Ugbaja, 2002:78).

The burden of human resources management rests squarely with line and functional managers who as departmental heads, design and utilize the elements of human resources  process  in  their  departments  and  units.  Indeed every manager should be well acquainted with human resources management process and procedures should not only  co-operate  maximally  with   the  director  of   human resource, as a specialist but also apply relevant elements and procedures of the process, in most effective manner, at various levels of the organization. This is the only way the work force

can  be  effectively  engaged  for  the  achievement of organizational goals (Eze, 2002:33). They are particularly keen to employing individuals who can operate flexibility and adapt to different tasks as opposed to keeping rigidly defining job demarcations. They must also be  able to adapt to rapidly changing work arrangements.

Some of the human resources challenges that face most organizations are in recruitment, performance appraisal, training and development, motivation and compensation management, etc. Recruitment has become an important element in human resources management. The challenge does not end with recruiting the right people but how to ensure effective appraisal of employees’ performance by stating and communicating clear performance standards to employees at the beginning of and throughout, the review period by the manager. By evaluating employees, factors such as experience and training of the employee, job description and employees attainment of previously set goals and objectives has to be taken into consideration by the manager.   With respect to training and  development, the  challenge is  developing and

implementing suitable training programme so that the employees are well equipped to handle challenges ahead (Nelson, 2005:2). Offering the best possible compensation package is in itself a challenge. But, the real challenge is how to  incorporate all  these  elements  which  are  Recruitments, selection, placement, training, performance, appraisal, motivation,  compensation,  induction,  training  and development in human resources management and use them in achieving the ultimate goal of the organization, which requires exceptional performance. Many hospitality industries have one or a few of these elements which are recruitment, performance  appraisal,  motivation,  compensation,  training and development but very few operate the whole package. So completely developed human resources management remains an unusual management style. It is against this background that this study will emphasize on the Determinants of effective human resources management in the hospitality industry.

PROTEA HOTEL ENUGU (NIKE LAKE RESORT)

Protea Hotel (Nike Lake Resort) is a three star International  Party  government  owned  hotel.  The  land  on which the hotel is situated is owned by Nike people. The hotel was built during the regime of Governor Jim Ifeanyichukwu Nwobodo, the first civilian governor of Enugu State who ruled from 1979 to 1983. At the on set, the original name of the hotel was not Protea Hotel but Nike Lake Resort.

Governor Jim Nwobodo took up the project immediately after visiting Italy where the signed the contract with an Italian firm. He received assistance from the former Anambra State government.   Governor   Jim   Nwobodo   after   laying   the foundation could not continue as a result of the inability of the government of Nigeria to assist him in doing the work, when his  tenure  was  over  the  contract  was  taken  by  the  next Military Governor Akonobi and the project was commissioned by General Sani Abacha (the third president of the Federal Republic of Nigeria.

The hotel was managed by the Enugu State government until later in year 2000, when a foreign consortium, Protea

Hotel took over the hotel. This body (Protea) practically contributed generously in making it possible to complete and bring the dreams of the state government to actualization. The board of directors of Protea hotel (Nike Lake Resort) is made up of some politicians, businessmen and wealthy individuals. From the year 2000 when the management by Protea started, there arose a need for a white man to be the general manager of the hotel to reshape the hotel the way it will appeal to the guests and the management team now ranges from the general manager to other classes of staff. Protea hotel pays the state government dividends for the profit made. Today, Protea Hotel continues to receive some assistance from the state government for its renovation programme but more often than not, the major funding comes from the hole itself.

           Furthermore,  Protea  Hotel  (Nike  Lake  Resort)  as  the name implies comprises both hotel and lake. The hotel is affiliated to Protea Hotels South Africa.

The  hotel  is  affiliated  to  Protea  Hotels  South  Africa. Protea Hotel is classified as a three-star international hotel. This classification was made after the quality of services and

facilities available within the hotel were graded by General Sani Abacha (the third president of the Federal Republic of Nigeria.  The  lake  side  and  other  facilities  constitute  the interior of the hotel complex. The indices used for the above classification is that they offer good services and accommodation facilities for moderate guests and they cater for international travelers who cherish privacy.

Protea Hotel, Enugu is a quite hospitality outfit located on the outskirt of Enugu town. It has a good number of room configurations that serve the interest of various categories of guest/visitors. The decoration and luxury of the hotel are the first among equal in Enugu State. The hotel has remained one of  the  leading  hotels  in  the  State  and  has  its  facilities upgraded.

1.9  STATEMENT OF THE PROBLEM

Unfortunately, most organizations (hospitality organizations inclusive) have not imbibe effective human resource management culture. This poses challenges to them on account of the following:

i.      Ineffective recruitment and selection policies arising from inability to identify employee requirement and need(s).

ii.  Ineffective  employee  training  and  development programmes which makes employee(s) unequipped to handle the challenges ahead.

iii.    Culture diversity and the anticipated problem(s) it poses to human resource management.

iv.    Inadequate employee compensation which leads to low productivity succinctly, one can say that it is one of the engine room for motivation (other motivating factors are social  security  schemes,  job  security  and  satisfaction etc).

v.     Globalization challenges in hospitality industry.

1.10 OBJECTIVES OF THE STUDY

In view  of the above, the objectives of the study will include;

i.      To examine the recruitment, selection and placement of employees in the industry.

ii.   To  examine  employee training  and  development prorgammes in the industry.

iii.    To  examine  management  employee  relations  in  the industry and to determine how it affects workers productivity.

iv.    To examine the compensation, reward policy and social security schemes of the industry.

v.     To   determine  the   impediments  to   effective  human resource management in Protea Hotel.

1.11 RESEARCH QUESTIONS

The following questions will be addressed in this study;

1.     Is the human resource policy effective in the industry?

2.     To what extent are employees train and develop in the industry?

3.     To  what  extent  is  compensation  reward  policies  and social security scheme effective in the industry?

4.     What are the impediments to effective human resource management in Protea Hotel?

5.     To  what  extent  does  management  relationship  affect workers productivity?

6.     To what extent is employment process effective in the industry?

1.12 RESEARCH HYPOTHESES

The following hypotheses are put forward for this study;

i.   HO:     Human  resource  policies  is  not  effective  in  the industry.

HI:      Human resource policy is effective in the industry.

ii.   HO:    Employee are not properly train and develop in the industry.

HI:     Employee are properly train in the industry.

iii.  HO:    Compensation, reward policies and social security system are not effective in the industry.

HI:    Compensation,   reward   relationship   and   social security system are effective in the industry.

iv.  HO:    Labour  management  relationship  does  not  affect worker productivity in the industry.

HI:    Labour  management  relationship  affect  workers productivity in the industry.

v.   HO:    Employment process is not effective in the industry.

HI:     Employment process is effective in the industry.

vi. HO:     There  are  no  impediments  to  effective  human resource management in the industry.

HI:    There are impediments to effective human resource management in the industry.

1.13 SIGNIFICANCE OF THE STUDY

The significance of this study can be viewed from two major standpoints-academic and practical.

For the academic significance, this kind of study will provide meaningful information to the existing staff and the entire members of the public especially students who may likely wish to take up an appointment with the industry. It is intended to serve as an eye-opener to the individual staff to equip themselves with proper educational qualification before taking up an appointment with the industry so that they can aspire to the highest post in the industry.

In the practical significance, the work has practical implications for hotel operators; human resources managers

in the hospitality industry, workers in the hotel industry and employers of labour in general. This is necessary as the study will provide information on recruitment, selection and training of workers in these areas. It would also help to bring ideas which include flexibility, customer orientation, a focus on quality and a strong sense of employed commitment to the industry.

With regards to the nation, the research will show the proper benefits of human resources management practices in the hospitality industry to the economy of the nation.

1.7  SCOPE OF THE STUDY

This project is a study of the Determinant of effective human resources management in organization which are recruitment, selection, training, placement, performance appraisal, of a given hospitality Industry namely Protea Hotel Enugu (Nike Lake Resort). Data shall be collected from the employees of the Industry to enable the researcher draw acceptable conclusions on the various questions raised in this research work.

1.8  LIMITATIONS OF THE STUDY

However, the researcher work was confronted with a lot of difficulties. These are.

(a)    The   employee   does   not   cooperate  easily   with   the researcher  during  the  questionaring  and  interview.  A good number could not oblige and so denied information for the study.

(b)    The study could not be extended to include more than one hospitality industry or company because of the reliability of the researcher to finance on extensive study that would involved more companies located in various part of Nigeria.

(c)    It is difficult to carryout this study in the face of pressure put on the researcher by other academic work. Carrying out this study when other academic work were becoming tedious made the study a difficult exercise.

DEFINITION OF TERMS

Determinant: Something that controls or influence what will happen

Effective: This means having a particular role or result in practice.

Organization: Is the study of structure, function and performance  of  individuals  and  groups  within  the organization.

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