Human Resource Management

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Human Resource Management

• Introduction

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Definition

• The implementation of the strategies, plans, and
  programs required to attract, motivate, develop,
  reward, and retain the best people to meet the
  organizational goals and operational objectives
  of the hospitality enterprise.

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??? vs. ???

• ??????
• ??????
• ???????????

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????

• Intangibility ???
• ????,??,??
• Heterogeneity ???
• ????????
• Customer participation ????
• ?????????

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????

• Professional service ????
• ????????
• ?????
• Personal service ????
• ????????????
• ?????????

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??????????
????
7

• ????gt????

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????

• ?????,??????????

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• You can get capital and buildings, but it takes
  PEOPLE to build a business
• --T. Watson

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??????

• ??? ?????
• ??? ??????

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Service Profit Chain ????????
??????
??????
Employee satisfaction
Employee retention
Customer satisfaction
Customer retention
Profit
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• ??????????(people)??????,?????????????
• ??????? (The resources must be of value)
• ??????? (The resources must be rare)
• ???????(The resources must be organized)
• ??????? (The resources must be difficult to
  imitate)

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Goals of HRM

• ARM ??(attract), ??(retain)???(motivate)??
• Integrate individuals goals to meet
  organizations goals. ?????????????????

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HRM Functions

• Staffing
• Planning, recruitment, and selection
• Training and development
• Socialization, orientation, training, and
  development
• Motivation
• Job design, compensation, benefits, performance
  evaluation, and employee involvement
• Maintenance
• Employee commitment, communication, employee
  relation

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?????????????
?????? ???? ????? ????? ???? ??????
HRM Staffing Training Motivation Maintenance
?????? ????? ??????
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??????

• ????
• ???
• ????
• ?HR??
• ????
• ????

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• Globalization?????
• ??????
• ?????? (??, ????)
• ?HR??
• ??????????
• ???????????
• ??????????
• ???????

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• ??????
• ????????
• ????WTO, ??????,?????
• ?HR??
• ???????
• ?????????
• More focus on training, compensation, and
  motivation

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• Cost containment ????
• ??????
• ?HR??
• ???? (Downsizing)
• Pay cut/Hour cut
• ???????????

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• ??????
• Computers/Internet
• On-line reservation
• Automatic check in/out system
• ?HR??
• New recruitment channel (internet)
• More training to catch up new technology
• Human Resources Information System (HRIS)

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??????

• Diverse workforce?????
• ??/?????????
• ????????
• ????????????
• ????
• ????
• ??????????
• ?HR??
• ??????
• ????
• ??????
• ?????????

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• ??????
• ?????
• ?????????????
• ??????,??????
• ?HR??
• Communication
• ????
• ????
• Job redesign

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????????????

• ????
• ??????
• ??????,??????
• ??(physical labor), ??(intellectual labor),
  ????(emotional labor)

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Emotional Labor ????

• ?????????????????????????????
• ?????????????(emotional labor is sold for a wage
  and has exchange value)
• ???? Displayed Rules
• Show an upbeat attitude at every table
• Put energy into guest interaction

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• ??????
• ???????????
• ????????????? (?????)
• ??????????????
• ????
• ??????
• ????
• ??????

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• How to perform emotional labor?
• Surface acting ????
• Deep acting ????
• Genuine acting ????

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????????????

• ????
• Financial rewards
• Intrinsic rewards
• Job security job satisfaction
• Emotion Harmony

People-Job Fit
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????????????

• ????
• ????,???,??
• ??????,??,??
• Emotive dissonance ????

People-Job Doesnt Fit
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???,????
30
?????????