Human resource management and practices in hotel industry in Thailand
การบริหารทรัพยากรมนุษย์ในอุตสาหกรรมโรงแรมของประเทศไทย
Jongpid Sirirat, Asst. Prof., D. of Business Ad., F. of Management Sci., PSU.
Grant : Government Budget
Published : Research Report
Key words : human resource management, hotel industry, hotel management
The study of "Human Resource Management and Practices in Hotel Industry in Thailand" was intended to ascertain the type and characteristics of hotel management, the employee profile, and human resource management practice in hotel industry in Thailand. The study includes data from 53 leading hotels in Thailand in 3 regions namely : Northern region at Chiangmai and Chiangrai pro-
vince, Central region at Bangkok and Cholburi-Pattaya province, and Southern region at Phuket,
Surat Thani-Samui, and Songkhla province. The statistical analysis was conducted for frequencies (inpercentage) using the SPSS program.
The results according to the 3 objectives of the study indicated that 1) Types and Characteris-tics : the leading hotels in Thailand owned and operated by Thai rather than a part of international group or a part of Thai group, and guided by mission statement or corporate objective. The size was ranged from medium to large, often with more than 200 rooms and more than 10 suites. The majority of hotel guests were overseas guests rather than Thai, with business purposes for those who stayed in City
Hotel especially hotels in Bankok, and with leisure purposes for those who stayed in Resort Hotel.
The average length of stay was between 2-7 days. 2) Employee Profile : employees are usually re-cruited locally with prior hotel experience. They were not union members and slightly more male than female. The amount of employees ranged from 200 to 400 emplyees, and separated in to 5 depart-
ments : Administration, Kitchen, House-keeping, Services (waiter, waitress and bar-tender) and Front Office. The amount of employees will be large or small depended on hotel type, size and quality.
3) Human Resource Management Practice : the majority of leading hotels in the survey employed
a Personnel and/or Training Manager responsible for staff recruitment, by using job descriptions, employee handbooks and policy/procedure manuals. The new employees recruitment was done through current employees referral, who will be their friends and/or relatives; word-of-mouth and advertisements were used as well, but to a smaller extent. The selection interview is routinely use, and to a smaller extent, probationary review periods and selection test were also used. The majority of employee development programmes conducted were on-the-job training and job induction. The hotels regularly use performance appraisal system for all employees and reward and/or recognition system was popularly use too, but engage in succession plan at an average level and seldom engage in carrer plan. Most leading hotels conduct exit interviews, wastage analysis from loabor turnover, and guest feedback systems, in the form of voluntary writtern surveys provided in the hotel rooms, to improve hotel operation and services according to guests demand.
BACK