Importance of human resource management in the hotel business

Tema ovoga rada je važnost upravljanja ljudskim resursima u hotelskome poslovanju. Hotelsko poslovanje možemo promatrati s pomoću pojma uslužne kulture. Uslužna kultura usredotočena je na usluživanje i zadovoljavanje klijenata. Stvaranje uslužne kulture mora započeti na najvišoj razini uprave te zatim prožeti i sve niže razine zaposlenika. U modernom modelu marketinškog spleta 7P prepoznata je važnost ljudskoga kapitala, procesa pružanja usluge i fizičkoga dokaza usluge. U hotelskome poslovanju uslugu isporučuju zaposlenici i oni se smatraju dijelom te usluge. Kako bi se gostu isporučila kvalitetna hotelska usluga koja zadovoljava njegove potrebe i želje, treba imati odgovarajuće hotelsko osoblje zaposleno u hotelu. Hotelsko poslovanje vodi se principom zadovoljstva radnika što znači da ukoliko je zadovoljan radnik da će tada biti zadovoljan i gost. Upravo je zbog toga u radu opisana važnost kadrova u hotelskome poslovanju i strategija upravljanja ljudskim resursima. Upravljanje ljudskim resursima ne odnosi se samo na upravljanje zaposlenicima i njihovim primanjima. Naziv Ljudski resursi označava puno širu sliku odnosno sveukupni potencijal zaposlenih, pa se upravljanje tim resursima smatra osnovnim interesom organizacije kojim se bave viši razine menadžmenta/upravljanja. (Paustović, 2020). Strategija upravljanja ljudskim potencijalima u hotelskome poslovanju opisana je s pomoću postupka odabira izbora zaposlenika i njihova profila te načina motiviranja i educiranja zaposlenika, odnosno uvođenja kadrova u posao i upoznavanja radne okoline.This paper deals with the importance of human resource management in the hotel business. We can observe the hotel business through the concept of service culture. Service culture is focused on serving and satisfying customers. Creation of service culture must begin at the highest level of management and then permeate all lower levels of employees. The modern model of the 7P marketing mix recognizes the importance of human capital, service delivery processes and physical proof of service. In the hotel business, the service is delivered by employees and is considered a part of that service. In order to deliver a quality hotel service to the guest that meets their needs and desires, it is necessary to have adequate hotel staff employed in the hotel. In the hotel business, we can be guided by the principle of a satisfied worker and a satisfied guest. That is why the paper describes the importance of human resources in the hotel business and human resource management strategies. Human resource management is not just about managing employees and their salaries. Human resources represent a much broader picture, i.e. the overall potential of employees, so the management of these resources is considered the basic interest of the organization that deals with higher levels of management / administration. The strategy of human resources management in the hotel business is described through the selection process of the choice of employees and their profile, as well as ways to motivate and educate employees, i.e. introducing staff to the job and getting to know the work environment