The aspects of Human Resources management: A practical study

Part A: Training and Development

Job training is one of the most important aspects of being an HR manager. In order for employees to be successful, the organization must educate the new employees “with the information and skills that they need to successfully perform their jobs” (Dessler, Chhinzer & Cole, 2015, p. 152). In the analysis of my organization, we will analyze the training of a valet at Sparkling Hill Resort and Spa and the key areas opportunity where the training could be improved.

In my training as a valet they basically used the first two steps in the five-step training process (Dessler et al, 2015). We had started off the first day with a basic task analysis, where we toured around the hotel and in parts of it I was given descriptions on the specific tasks I was to perform in this area of the hotel (Dessler et al, 2015). From there, we started an on-the-job training technique which means “having a person learn a job by actually performing it” (Dessler et al, 2015). This training technique is the best for actually learning how tasks are to be completed effectively. I was basically thrown into situations right after I was given a brief job instruction training, where one of the valets ran through the tasks (Dessler et al, 2015). After that, the training was complete.

The training that Sparkling Hill Resort provided had many gaps. To start off the training there needs to be a list of training objectives, so the new employee understands what the most important aspects of the job are (Dessler et al, 2015). If there are objectives, “a training program can then be developed and implemented with the intent to achieve these objectives”, which will result in a more successful training program (Dessler et al, 2015, p. 157).

Although the on-the-job training was helpful, more job instruction training was necessary. Before the on-the-job training, the new employee needs a more in depth description of the tasks that are to be completed. It’s tough to react to guest’s questions and concerns and learn from it when no information is given prior to the on-the-job training. The next improvement that Sparkling Hill needs to implement is the evaluation of training step from the five-step training process (Dessler et al, 2015).

Most importantly, “it is important to provide frequent feedback, opportunities for practice, and positive reinforcement” in order for new employees to understand

where they are in the learning process and how they can capitalize on the training being provided (Dessler et al, 2015, p. 160). Employees should be given an assessment after the training on how they are transferring the training to the tasks that they are to complete (Dessler et al, 2015).

To an organization, career planning is extremely important because it can help “in retaining employees in the organization and reducing turnover of valued workers” (Dessler et al, 2015). Organizations should focus on the career development of current employees in order to reduce costs. There are a few different ways in which managers can assist with the career planning and development of new employees. The first way that a manager can assist in the development of employees is identifying the skills of the employee (Dessler et al, 2015).

It’s important for employees to understand their capabilities. Understanding the skills of an employee can “determine the specific occupation ultimately chosen” (Dessler et al, 2015, p. 163). This way, employees can run through their skills with a manager and eventually develop a career plan. The next way that a manager can help is acting as a mentor or a coach (Dessler et al, 2015). Managers can do this by “(providing) timely and objective performance feedback (and offering) developmental assignments and support” (Dessler et al, 2015, p. 165).

Employees need to understand how they are performing in their current position. If they are not performing well, they could possibly perform better in a different role within the organization or make improvements to their performance in their current position. This information will help the organization with the retention of employees. Following this, another way that managers can assist in career development is career counselling (Dessler et al, 2015). It’s important for managers to provide this for employees in order to maintain employee happiness.

Sometimes in regards to interests and the path of their career “these factors may change over the course of an individual’s career, and counselling may help this change” (Dessler et al, 2015, p. 162). If employees want to change a career path, career counselling is an efficient way to retain employees. Finally, managers should focus on life trajectories or work-life balance (Dessler et al, 2015). The aspect must be taken into account heavily when assisting in career development. Granting this flexibility is a must from managers because “issues of work-life balance are becoming more significant in peoples’ reflections about their career aspirations (Dessler et al, 2015, p. 164). This aspect is extremely important in the retention of employees and must be encouraged by managers.

In my organization, mentoring plays one of the biggest roles in training and devolpment. I touched briefly on it in my first section of the paper, but I spent the whole of my first day as a valet at Sparkling Hill Resort as a valet following a more experienced valet around the hotel. I was thrown into a few situations where I had to deal with guests and the mentor would tell me how to properly handle the situation. Not only do I see this in my role, but mentoring is used department-wide at the front desk.

Front desk agents in training are to shadow more experienced team members in their first week. When shadowing the more experienced team members, they are basically taught by the team member. They’re shown exactly how to handle certain situations and are encouraged to make mistakes in order to learn. This definitely forms a mentor relationship with the experienced team member. I’ve also seen this in the training of management. Mentorship is clearly used constantly in my organization and plays a key role in training and development.

Part B: Employee Orientation and Socialization Orientation

Program – Sparkling Hill Resort and Spa

Work Location: Sparkling Hill Resort and Spa

Policies: Before your first shift you will be sent an email with the employee handbook containing all of the hotel policies and information about the hotel. The handbook is to be read, signed, and handed in to your manager upon arrival of your first shift.

New employee hotel-wide orientation: On the first Thursday of every month, all employees are required to attend a three-hour orientation located in the Sparkling Hill Edelweiss Conference Room. The orientation is for all new employees. It will be run by the Assistant General Manager. The orientation will consist of a tour of the hotel, our history and company mission, a run through of the policies, and will have coffee and snacks while all new employees get to know one another.

Woking Hours: Working hours are whatever you have agreed on with your manager. Hours for day time workers range from 7am-10:30pm

Vacations: Vacations days are to approved upon request.

Benefits: The benefits package takes affect after working in the organization for 1 year.

Dress Code: All workers are required to wear: Black socks, black close toed shoes, black pants, no tattoos visible, and the rest your department manager sets as your position’s uniform.

Training: Training will begin on your first shift and you will be assigned an experienced worker by your front desk manager to shadow for the day.

Job-related documents: Driver’s abstract and criminal record check are to be handed in within the first month of employment.

Probation Period: The probation period at Sparkling Hill Resort and Spa is the first 3 months of your employment.

The reason why my orientation program is ideal is because it’s clear and concise. In this organization, the orientation program will be mostly for people working on an hourly wage. Because of this, it’s important that the orientation program is concise so you don’t lose the new employees interest. I know when I started, an orientation program like this would have been perfect.

The other reason it’s ideal that it’s clear and concise is because Sparkling Hill isn’t a huge organization. An orientation for a single destination wellness hotel compared to a large corporation should be completely different. If you’re working in a large corporation, odds are that you’re in a more sophisticated position then working an hourly wage at a hotel. This orientation program gives all the information about job-related aspects, makes employees feel welcome, and demonstrates the policies and procedures of the hotel.

Part C: Performance Management

In this scenario, a valet who has been employed at Sparkling Hill for 2 months is struggling with parking cars and has crashed 3 cars while parking in the last 2 weeks. Your goal as a manager is to keep the number of accident cases to a minimum. Having mistakes like this can contribute to the total number of accident cases in the fiscal year quite significantly. As the manager I’m going to call a meeting with this employee, address the problem, and hopefully come up with a collective solution with the employee. If the employee reacts poorly to the meeting, termination of employment is an option because they are in their probation period.

Manager: Thank you for joining me in this meeting today. The purpose of the meeting is to address the 3 accidents that occurred in the past 2 weeks and hopefully come up with a solution. Please give me your thoughts on the situation.

Employee: I felt that I had been doing well up to that point. Unfortunately, the parking part of the job hasn’t been going well. When the parking lot gets full I tend to panic and rush the parking job and that is how the incidents occurred.

Manager: I’m glad that I got to hear your side of the story. This job can take some precision and getting used to when it comes to driving different cars and parking them in tight parking stalls. I have noticed that you have been interacting with guests well and have been a real asset to the team and a welcoming face to the hotel. Fortunately, because I feel you are an asset, I have come up with a solution the parking issue. For the next 2 shifts I want you to shadow the most experienced valet that we have while you are parking cars. He will show you a few tricks to remain calm and park cars properly so these accidents don’t occur anymore. Having this practice will help the team achieve its goals. After the 2 days we will meet again to discuss your feelings towards parking cars and in a month’s time we will see if this situation has improved. How do you feel about this?

Employee: This sounds great. I’m glad that you feel I add something valuable to the team and if I can improve this aspect of my job we can have a successful year at the hotel.

Manager: Excellent. I’m looking forward to watching you progress and succeed as an employee here at Sparkling Hill Resort and Spa.

Employee: Thank you for giving me this opportunity to improve. I will see you tomorrow morning.

In this situation, I gave the employee feedback on other aspects of the job that they were doing well. This way, it brings a more positive vibe to the meeting. In the end the meeting was successful and the employee was on board with the solution to the problem. All of the expectations were outlined and the employee knew was expected in the future.