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Human Resource Development
SWOT analysis
Modern-day HR training in hospitality gets more humane than
ever as it tries to strike a balance between imparting technical knowledge and
emotional support to employees for them to deal with the work environment better.
By Sanjeev Bhar
Photos credit: PT Education, PACT session |
Training directors in organisations are keenly looking at
identifying the Strengths, Weaknesses, Opportunities, Threats (SWOT) of employees,
which directly translates into output.
Identification of training schedules for employees therefore becomes crucial
to achieve the company's goals. Focus on individuals then becomes top priority.
According to Zubin Ghiara, director (training) at Sarovar Hotels, it is vital
to ensure that the focus of training should be individuals. "This can be
achieved by getting to know the individuals in the team, assessing each one's
potential and conducting scientific training-need analysis specific to the individual,"
he says.
Ghiara adds that the employee's potential can be identified by a thorough cross-exposure
training at higher levels with specific assignments that go beyond regular job
descriptions (example, departmental training), case studies to assess their
ability to take decisions and justify them, and involving them in the decision-making
process.
| Anil Sehgal, head (operations) HR of The Metropolitan
Hotel New Delhi says, "The formal ways are more statistics-oriented
and informal ways are more observant in nature. As a tool, we have a set
of questionnaire (not detailed), which we get filled at the time of hiring
an employee and take the help of the questionnaire as and when required.
The data is kept strictly confidential."
Organisations have understood that emotional quotient
has a strong impact on the result and it is considered at par with intelligence
quotient. Some methods followed in this regard are:
- Feedback session with new employees after the first 10 days
- Monthly departmental meetings with staff and general manager
- Involvement of staff in monthly HR initiatives
- Continuous growth and learning through training and development
Information garnered from the above is evaluated
and steps are taken to take care of the emotional aspect of employees.
Seniors, colleagues, guest comments and general observations by the non-departmental
seniors broadly help to calculate employee potential. Pushpinder Kumar,
vice president & general manager of Uppal’s Orchid - An Ecotel
Hotel, opines, "Even group (social) activities help bring out positives
about staff like initiative, team spirit, energy levels, innovativeness,
etc. While it should not be seen as if the staff is under scrutiny all
the time, it is certain that in a sector like hospitality, a 24x7 approach
for the 'best' is a must."
Meanwhile, Anil Sharma, managing director of AVA
Merchandising, believes that sometimes it is difficult in a young company
because everyone has high energy levels and everyone wants to do well
and shows enthusiasm." But, he adds, HR managers need to use their
scientific tools to assess, which include peer group reactions, EQ tests,
and involvement levels at official and social functions. It seems hospitality
has figured out a clear understanding about addressing HR-related issues
by striking the emotional chord of employees with a humane training approach.
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Physical quotient
Training is also viewed as need-based. Anil Sehgal, head (operations), HR at
The Metropolitan Hotel New Delhi, says, "Some of the HR programmes are
department-oriented and technical in nature. Therefore, employee training should
focus on the final outcome desired from them."
Nevertheless, HR activities use various physical aspects to judge an individuals'
capacity (or SW of SWOT). Ghiara lists some outdoor activities that can throw
light on vital leads:
- Games and sports: Team work
- Outdoor training: Exposure to other operations,
solution finding
- Talent contests: Identifying and utilising
talents of juniors and colleagues effectively
- Dental camp: Personal hygiene
- Cafeteria theme lunches: Planning and organisation
skills
- Street cleaning campaigns: Community service
Need-based training is scheduled on the basis of identified strengths and weaknesses
of employees. Informs Sehgal, "It is scheduled during probationary and
during annual assessment period. In the former, the focus is on the employee's
Key Results Areas (KRA) and training input provided is based on strengths and
weaknesses specified. The latter is based on performance assessment by the employee's
immediate superior."
The cross-training requirement for an employee provides vertical as well as
horizontal growth patterns. Such training requirement is also part of the regular
training programme of many organisations. Pushpinder Kumar, vice president and
general manager at Uppal's Orchid - An Ecotel Hotel, says, "Someone may
be better at communication while another may be good at strategising and planning.
These aspects are keenly noticed and people are utilised accordingly to get
the best team output."
Aviation and retail come close to hospitality as far as employee skills are
concerned. Anil Sharma, managing director of AVA Merchandising, an in-flight
retailing venture is of the opinion that as in hospitality, employees in aviation
and retail need to have great communication skills and technology knowledge
(software for call centres, inventory management, etc). Therefore, the tools
to identify employee strengths overlap by and large.
Further, there is a two-way approach that guides the training schedule. Either
an employee is nurtured as a multi-skill professional or their training is focused
as need-based. AVA Merchandising focuses on the latter. Sharma says, "We
need to have focus of training differently for different groups because of different
skill set needs and technology requirements. A training programme for the call
centre team is different from that of warehouse management team."
But beyond the departmental specifics, the HR department's effort to bring out
the best among the employees is pretty much common in hospitality. The training
schedule approach differs in a major way. Ghiara adds, "A structured and
scientific process of Training Need Analysis where each employee is assessed
against knowledge and skill required to perform at their level, help us plan
their training."
| Kerala has launched another ambitious programme for
the development of HR in tourism. Titled Let's Learn, the programme aims
at capacity building and skill upgradation of personnel involved in travel
and hospitality. Designed by leading HR institutions with inputs from consultants
and the trade, the course includes specially developed modules spanning
a wide range of areas pertinent to tour operations and the hospitality industry.
To be conducted by experts in the field, based on the syllabus approved
by Kerala Tourism, Let's Learn will be held every year during June-August.
This year, the programme was held in Thiruvananthapuram, Kochi and Kozhikode
for the convenience of participants. |
Balance in work life
Opportunities and threats that employees may face in the job are identified
through their emotional side and their mental aptitude. Abha Anand, vice president
(HRG) at PT Education, says, "Motivation upliftment sessions are vital
to improve productivity level, humane touch in work attitude and conducive work
environment cushions employees in the workplace." The mental aptitude training
focuses on the formal and informal ways to check the motivation level of employees.
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