Motivation of the Personnel at the Enterprises of Hospitality

Management

Sergey Yekimov

, Oleksandr Tokin

, Viktoriia Nianko

, Mykola Kuzminets

and Volodimir Timenko

Publishing House “Education and Science” s.r.o., Olstynska 607/1, Praha 8, 18100, Czech Republic

National Transport University, Kyiv, Ukraine

Dniprovsk State Technical University Dnipropetrovsk region , Kamianske, Ukraine

Keywords: Staff, hotel, motivation, company, hotel staff.

Abstract: This work is devoted to the study of the problem of motivating the staff of hotel enterprises. The role of

employees in the efficiency of the enterprise is shown. Grading can be used as a tool that increases the

motivation of work in hotels. This, in our opinion, will make it possible to formulate a transparent and

understandable remuneration system for the staff, as well as to optimize the costs of the hotel staff's

remuneration Fund.

1 INTRODUCTION

Increasing the level of competitiveness of hotels is of

current importance in modern times. The search and

identification of opportunities along with the

development of a long-term development strategy , in

our opinion, will enable this type of enterprise to

achieve high performance in terms of service level

and quality of services provided.

The service provided by hotels provides for direct

contact between guests and staff , which in turn

increases the requirements for the degree of their

communication skills , professional competence , and

the ability to creatively solve current customer

problems. In this regard, it is very important for hotel

managers to find effective methods of managing

service personnel to maximize their potential .

According To Kazembe, Clotildah. (2015),

Wynn, Martin & Jones, Peter. (2019), Rethinam,

Kalaiselvee. (2020) not all hotels are dealing with

strategic management issues yet. As a rule, this is due

to a lack of money or lack of specialists of the

necessary level.

According to Meira, Jéssica & Anjos, Sara &

Falaster, Christian (2018) hotel personnel

management is a complex of social and economic-

organizational measures aimed at ensuring the

creation of the required conditions that promote the

normal development , functioning and competent use

of the labor resources at the disposal of the enterprise.

According To Arafat, Mohd & Dwivedi, A. &

Saleem, Imran & Khan, Adil. (2018) the personnel

management system is a complete set of tasks , goals

and priority activities , methods and forms of work ,

and the accompanying management mechanism

designed to improve labor productivity , production

efficiency and the quality of services provided.

Personnel management is carried out through the

use of socio-psychological , administrative and

economic methods.

In Lockhart, L. P.. (1939), Zavidna, Liudmyla.

(2020) administrative methods include :

1) Disciplinary penalties and punishments;

2) Maintaining work discipline and customer

service culture;

3) Use of job descriptions, orders , orders, labor

rationing.

On socio-psychological methods Davies, Doug &

Wei, Liang. (2011) include the creation of favorable

working conditions , professional development and

retraining of staff , the provision of additional time

off , wider satisfaction of the spiritual and cultural

needs of employees , the use of social protection

mechanisms , the creation of a creative working

atmosphere , and the use of moral incentives.

Authors Jovičić Vuković, Ana & Gagić, Snježana.

((2017), Shopova, Ivanka & Ivanova, Snezhana.

(2016), Kumari, Neeraj. (2018) as additional

management methods , it is proposed to use a team

Yekimov, S., Tokin, O., Nianko, V., Kuzminets, M. and Timenko, V.

Motivation of the Personnel at the Enterprises of Hospitality Management.

DOI: 10.5220/0010681800003169

In Proceedings of the International Scientiﬁc-Practical Conference "Ensuring the Stability and Security of Socio-Economic Systems: Overcoming the Threats of the Crisis Space" (SES 2021),

pages 25-28

ISBN: 978-989-758-546-3

style of work, the use of direct management of

personnel .

Economic methods include the use of various

forms of incentives for individual employees or the

workforce as a whole.

In our opinion, economic methods play a very

important role in personnel management , but related

issues still require additional research.

2 METHODS

As part of this research , we used an analytical

method, which in turn allowed us to consider the

problems studied in the article in their unity and

development.

Taking into account the goals and objectives of

this publication, we used the structural and functional

method of scientific knowledge.

As a result, we were able to investigate some

problems related to the motivation of hotel staff.

3 RESULTS AND DISCUSSION

Currently, the internationalization and intensification

of business relations, the development of the tourism

industry requires the use of new criteria that would

reflect the efficiency of the hotel business. In our

opinion, in addition to economic efficiency, the

quality of hotel services plays an important role , it

depends a lot on the efficiency of staff work and labor

resources are one of the most important resources in

the hotel business.

At the same time , qualified staff is often an

unstable and vulnerable component at the disposal of

the hotel management. We believe that the main

production potential of the hotel is its personnel. It is

the hotel staff who provide services to hotel guests

and enable the hotel to function. In the conditions of

uncompromising market competition , only those

hotels that are able to offer higher quality services to

their customers are successful, which is extremely

difficult to do without qualified hotel staff.

According to Nieves, Julia & Segarra, Mercedes.

(2015), Tyagi, Navneesh & Shukla, Dr &

Maheshwari,, Dr & Gupta , Dr. (2020) effective work

of hotel staff can provide up to 25% increase in the

level of labor productivity, and this argument can be

crucial for the successful operation of the hotel

business enterprise.

In this issue, personnel management plays a great

role by motivating them, which makes it possible to

increase labor productivity , stabilize the composition

of the labor collective , and achieve continuous

professional development of hotel employees.

At this point , the motivating factor can be not

only material incentives , but also , for example ,

career growth , openness of management to

employees, an objective approach to evaluating work

results, a system of cumulative bonuses, and the

consolidation of employees into a single team.

In our opinion , from the employer's point of view,

the optimal employee should have initiative, self-

motivation and high material and spiritual needs.

However, it is difficult to find such employees in real

conditions. In this regard, we suggest using grading

as a method of managing hotel staff. It makes it

possible to compare the importance of a position for

a hotel and its value in the labor market and build a

system of employee motivation based on this, taking

into account that a grade is a group of positions that

are equally evaluated by the enterprise . This will

allow , in our opinion, to more objectively take into

account not only the value of each employee and the

significance of the work that they perform, but also

their experience and qualifications , and therefore,

will allow you to retain the best specialists .

In our opinion , the grading process should consist

of five stages:

Step 1. Certification of the workplace . It is

necessary to analyze what responsibilities the

employee performs, the amount of work performed,

which jobs he interacts with, and what is the nature of

this interaction.

It is found out what knowledge and skills, the

complexity of the tasks performed and how

responsible the work of the employee occupying this

workplace is.

Stage 2. Determining the nature of the workload

in the workplace. It turns out what physical and

mental(emotional) load, their uniformity in time is

experienced by an employee who performs his work

at this workplace

Step 3. The ranking factors. Each factor (the need

for knowledge and skills, the complexity of tasks, the

level of responsibility, the degree of physical activity,

the degree of mental (emotional) load) is ranked

according to a 10-point system from 0 to 10 points.

Stage 4. the points for each analyzed factor are

summed up and the result is an integral indicator,

which we call the integral indicator of workplace

certification.

Step 5. Is the ranking of integral indicators of

certification of workplaces according to their size.

SES 2021 - INTERNATIONAL SCIENTIFIC-PRACTICAL CONFERENCE "ENSURING THE STABILITY AND SECURITY OF

SOCIO - ECONOMIC SYSTEMS: OVERCOMING THE THREATS OF THE CRISIS SPACE"

Stage 6. the lower and upper limits of

remuneration are Determined depending on the

integral indicator of workplace certification.

We believe that with the help of grading, you can

formulate a transparent and understandable system of

remuneration for the staff and optimize the cost of

paying the hotel staff.

We believe that efforts to eliminate abuse among

hotel staff should be based on the principles of

constant monitoring , personal and team

responsibility, and an objective approach.

In our opinion , these principles should be taken

into account when using automated business process

management systems, conducting inspections ,

imposing penalties , encouraging employees , and

entering into employment contracts with them.

In addition , the management of hotel staff , in our

opinion, should also be aimed at stimulating the

creative and individual activities of employees. It

should also take into account the personal qualities

and level of professionalism of employees.

The main driving force in work is motivation.

In our opinion , the main forms of staff motivation

are:

1) The system of financial incentives;

2) Intangible privileges and benefits;

3) Professional development of employees.

4) Creating a favorable psychological climate at

the enterprise.

5) Elimination of barriers to communication

between employees and the company's

management.

4 DISCUSSION

The use of strategic personnel management in the

hotel business is important for optimizing the use of

working time in the enterprise. The Manager should

be able to motivate his subordinates, because they

should be interested in effective work not only

financially but also morally. As a material motivation

, in our opinion , payments for work on weekends , at

night and , as well as other allowances and

compensation payments are very effective.

As the main principles of personnel management

that should be used in the hotel, in our opinion, are:

1) Implementation of labor legislation.

2) Stabilization of the company's personnel

structure and counteracting staff turnover.

3) Maximum care for the needs of each employee

of the hotel, providing the necessary conditions

for improving their skills

4) Respect the opinion of every hotel employee

5) Determining the need for hotel employees for

the current time, as well as for the future.

6) Attracting qualified hotel employees from

outside.

7) Professional development of hotel staff.

5 CONCLUSIONS

We believe that the modern concept of the hotel

personnel management system should be based on the

role of the employee's personality, knowledge of their

motivational characteristics , and the ability to adapt

them to the tasks that the company faces.

In our opinion, in addition to administration, work

with hotel service personnel should be carried out in

the following main areas : stimulation and motivation

, professional development and training of employees

, prevention of abuse in the workplace. The use of

socially-oriented management makes it possible,

along with economic goals, to improve the quality of

services provided, adapt to the external environment,

meet the interests of employees, and implement the

company's development strategy.

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SES 2021 - INTERNATIONAL SCIENTIFIC-PRACTICAL CONFERENCE "ENSURING THE STABILITY AND SECURITY OF

SOCIO - ECONOMIC SYSTEMS: OVERCOMING THE THREATS OF THE CRISIS SPACE"