1.0 Introduction
The hospitality industry is growing rapidly due to globalization and the use of advanced technology. Now, the business of hotels and restaurants are moving towards expansion in different markets to increase market share and profitability of business. However, the key factor in the success of this business is customer satisfaction that can only be ensured by providing high-quality services through experts and professionals. The major issue is the availability of specialized and skill staff or employees who can provide efficient services to the visitors.
Although training and education are provided to the staff regarding the tool to deal with customers, there is a need of efficient worker who can deal with any critical situation by utilizing his personal and professional skills. Restaurants and hotels are aware of the fact but no improvement in shown in this area on grounds of reducing costs and expenses. The issue of lack of skilled and specialized employees is an obstacle to the growth of the industry. The main thing is to hire professionals and specialized labor those have sufficient experience to provide high-quality services to the customers. The operational management of the company cannot be effective unless work on this issue. The issue is noticed in SME’s who do not have resources to provide training and development programs to their employees.
The paper provides contemporary issue in depth and its relevance with the hospitality industry. The major part of the paper that is the importance of skilled and specialized workforce is divided into subsections that will demonstrate the issue in depth and its evidence with the case study. The work of the previous researchers is also included in the paper that supports the argument that specialization is essential for the companies operating in this industry. The effect of this issue or trend on the future career is also mentioned to show that it is a major issue that can become more pronounced in future. Also, the conclusion is provided at the end of the paper to summarize all the materials discussed in various sections.
2.0 Importance of Skilled and Specialized Workforce
2.1 Skilled Workforce
Skilled workforce refers to the employees who are educated and trained in their respective fields and have sufficient experience to deal with the critical situation. The education, training, development, and experience make them better as compared to unskilled and semi-skilled workers. They can increase the business of the company by utilizing their personal skills and capabilities that are derived from their professional career (Kramar & Syed, 2012).
2.2 Specialized Workforce
Specialization is a broader term that explains if an individual is an expert and experienced in a specific task, he is known as a specialized workforce. They may not be highly qualified or professionals but have enough knowledge to accomplish their task efficiently. Companies required specialized labor to increase efficiency and provide products and services according to the demands of customers (Bach & Edwards, 2013).
2.3 Effect of Skilled and Specialized Workforce
The workforce is the main stakeholder of this type of business. It put a direct impact on the business of firms operating in the hospitality industry sustainable growth is only possible if they adopt effective strategies to appoint specialized workforce who are well-prepared and acknowledged in their assigned task. If the work is managed and controlled by the professionals who have expertise and experience, the financial condition of a company will remain stable in the long run. However, there are different teams and groups who have multiple tasks to perform for an organization; they should be assigned a work according to their skills and capabilities (Goksoy, 2015).
3.0 Drivers of Trend
The trend is common in a variety of hotels and restaurants due to the shortage of labor and high wages demanded by them. The management of the company appoints those employees who are ready to work according to the culture of an organization. Also, the trainers and upper management of the organization is not concerned with the costs and delay that is caused by this trend.
It could be observed that many hotels provide effective services by assigning general tasks to everyone working in the hotel. Although hotels are efficient in satisfying the maximum needs of the customer, they also need to focus on selecting professionals from the workforce who have skills and abilities and work according to the culture of the organization (Swain, 2006).
3.1 Hiring of Non-professional Employees
It is a popular proverb, “One can be the jack of all but not the master of all.” Every individual is specialized in doing his interested and preferred task. An employee should be appointed and assigned a task in which he can perform better than others. The critical work is to identify the especial or extraordinary capabilities of an employee and select a specific task to him. A company working in this industry should develop their hiring and recruitment process to strengthen the business operations. In fact, they are required to hire those employees who can provide an effective return to the organization (Lee, 2015).
3.2 Absence of Assessment of Performance
The assessment is necessary to check whether all the employees are performing according to the expectations or there is a need to make changes in the process. Managers should ensure checks and balances to identify strengths and weaknesses of the employees and their outcomes. It will allow them to make changes by transferring employees to another department.
The management should have potential control over the performance of an organization and prepare a quarterly or annual report to the HR department of the organization. The self-assessment will also allow employees to identify their personal development skills and make efforts to sharp their talent (Swain, 2006).
3.3 Lack of Motivation during Training and Development
Motivation is essential in improving the performance of employees working in the hospitality industry as the business depends on the outstanding performance of staff. Hotels and restaurants provide training and development programs to enhance the performance of employees. However, they do not provide information regarding the incentives and benefits that an employee can gain while ensuring hard work in his assigned task.
It is essential that the staff should have the motivation to perform better in a competitive environment. The strategy will bring effectiveness in the work of employees, and the organization would be able to derive potential benefits from the outstanding performance of employees. It is the main factor for the success of hotels where the staff requires delivering their best services to the visitors. The management needs to focus on the trend and make improvements in the training provided in the recruitment process to ensure high-quality services to local and international customers (Swain, 2006).
3.4 Multiple Tasks
Hotels involve multiple tasks such as cleaning, cooking, and serving. The operational management of the hotel ensures that all the tasks are one effectively and on time. The work is assigned to the group of people, and all of the employees work on different tasks. It takes the time to complete the tasks that may affect the decision of the visitors to visit the hotel next time. The retention of customers is also necessary for this industry so there should be specialized workers who can deliver better than any other employee.
It can be noticed in hotels that managers need perfection that will increase the reputation of the organization in the international market. Efficiency is essential to accelerate the overall operations of the business, and it is only possible when a professional is allowed to complete the task immediately. In fact, the frequency will allow an organization to serve a large number of visitors and facilitate them by providing reliable services to them (Swain, 2006).
3.5 High Cost
Cost is the issue that obstacles in the growth of the firms operating in the hospitality industry. Specialized workers charge a high price for the work as compared to general workers. Managers are intended to reduce the costs of services while facilitating visitors. They do not agree to pay high costs to the professionals who are perfect in providing efficient services. As a result, managers cannot accomplish the specific tasks accurately and quickly.
Moreover, employees may be appointed from other cities or countries due to the shortage, it cost high to hotels as they are entitled to provide accommodation and traveling allowance to them. However, the problem can be resolved by strengthening the recruitment process of an organization and select those professionals who can deliver more to the organization.
The only thing is to maintain sustainability by ensuring that all workers are doing their respective task in a designed manner. The manager should set the direction for the employees and allow them to work with commitment so that more revenues could be generated from the performance of a large number of employees (Kramar & Syed, 2012).
4.0 Case Study
Pam Tau Lee (2015) provided a case study that considers the hospitality industry at large. It emphasizes that large restaurants have specialized labor to perform specific tasks, and it is essential for the overall economy of the country in which the hotel is located. The tourism industry is also associated with this industry as many visitors come to experience different types of hotels located in various cities.
The main thing is to be noticed that they do not get success unless a skilled and specialized workforce that can provide benefits at large does the work. It is mandatory for such type of business to appoint and provide training to the employees who have such experiences and knowledge to perform better than others. The case highlighted that the specialized workforce increases the overall efficiency of hotels and there is evidence that large organization brings forward the talent to ensure long-term profitability (Lee, 2015).
4.1 Causes of the Trend
The case study reveals that lack of specialization and skilled labor force is being addressed by the organization at large, and there is an issue of human resource management that is ineffective in hiring, providing training and development, and firing of employees on account of their performance. However, it is the major issue that HR management of hotels is not performing according to the expectations and the growth is attributed to the performance of employees.
The management of the company should have potential control over the performance of employees and the issue is being addressed at high forum so that the problem could be solved. It should be noted that the problem is not limited to the single organization but there is a need for change in almost every type of organization working in this industry.
5.0 Effect on Future Career
The trend specifically relate to the career of the student learning management. The manager should analyze the trend extensively and try to eliminate it from the existing culture of the organization. The hotel management should be proactive in maintain and ensuring that all the work is done in a systematic manner.
The manager should have enough experience to recognize the need for change within the organization. He should be well known by the fact that hospitality business totally depends on the efficiency of workforce and training and development is the only process to get rid of this critical issue that is obstacle in the growth of the business. Also, the manager should improve the hiring and firing process of the organization to ensure that the work is accomplished in a designed direction within a specified time (Goksoy, 2015).
The managers should assess the performance of employees and identify special characteristics of employees and assign work to them. If he is willing to increase the business of the company in international market, he should be aware of the fact that all the things should move in a reliable manner and every employee should have the work in that he is interested and can perform better.
Managers to tackle out the talent and motivate him to sharpen his skills and provide effective outcomes to the organization should provide Learning and education program. The main point is that everyone in the organization needs best position but the designation and promotion should be provided to those who deserve to be the key employees of an organization. Moreover, it will improve the workings of a manager who intends to deliver best to the organization (Swain, 2006).
6.0 Conclusion
The trend has resulted in the adverse effect on the business of companies provided in the case study. Now, organizations working in hospitality industry intend to hire professionals and experts who can drive potential outcome to the organization. It is difficult for SMEs to change the trend due to the lack of potential resources but large organizations can practice such changes to compete in the international market.
The main thing is to manage all the operations of business by the efforts of the specialized employees. There is no other obstacle to the growth of this industry after changing this trend. However, all the companies should do it as its adverse impacts are creating difficulties for all firms working in this industry. It could be concluded that the issue is severe and it could not be ignored due to its relevancy with the tourism industry.
List of References
Bach, S. & Edwards, M., 2013. Managing Human Resources: Human Resource Management in Transition. Hoboken: John Wiley & Sons.
Goksoy, A., 2015. Organizational Change Management Strategies in Modern Business. London: IGI Global.
Kramar, R. & Syed, J., 2012. Human Resource Management in a Global Context: A Critical Approach. London: Palgrave Macmillan.
Lee, P.T., 2015. Chapter 98 - Hotels and Restaurants. [Online] Available at: <http://www.ilocis.org/documents/chpt98e.htm> [Accessed 30 May 2016].
Swain, S.K., 2006. Human Resource Development in Tourism: Principles and Practices. New York: Abhijeet Publications.
