MODULE: Human Resource Management in Hospitality PDF

 Universidad De Manila Cecilia Muñoz St. Ermita, Manila 1000 Metro Manila INTRODUCTION Human resource management (HRM) techniques are hotel management methods that help to achieve organizational...

 Universidad De Manila Cecilia Muñoz St. Ermita, Manila 1000 Metro Manila INTRODUCTION Human resource management (HRM) techniques are hotel management methods that help to achieve organizational success. A well-planned HRM program that is targeted to your organization and employees may boost your company's bottom line. Employers in the hospitality industry are increasingly understanding the necessity of attracting and maintaining competent personnel, as well as the problems associated with doing so, and are prioritizing human resources. Since employees are a company's most valuable asset and source of competitive advantage, human resource management is in charge of recruiting, hiring, developing, rewarding, and keeping them on board. The competency of a company's workforce is a more important factor in determining its value than financial measurements and earnings alone. Human Resource Management is key in today's competitive business world because employees are the foundation of a company. How well they perform can make or break a business's success. Therefore, this module discusses the four components of Human Resource Management in Hospitality which are: Recruitment and Selection, Training and Development, Employees Motivation and Redemption, and Leadership and Hospitality. OBJECTIVES Be able to create strategies on conducting recruitment, training, and embodying leadership. To determine the significance of conducting a job analysis in recruitment and selection. To know the importance of motivation to employees. To identify the importance of leadership and hospitality in Human Resource Management (HRM). To know how to improve employees’ job performance and enable career growth.  Universidad De Manila Cecilia Muñoz St. Ermita, Manila 1000 Metro Manila PRE-TEST 1. What sales technique involves a salesperson understanding a customer’s Situation, Problems, Implications, and Need-payoff? a.) SPIN Technique b.) GAP Technique c.) BANT Technique d.) SPICED Technique 2. Which sales strategy focuses on building trust with current customers, to have them refer new clients to the business? a.) Outbound Selling b.) Inbound Selling c.) Referral Selling d.) Team Selling 3. What does the acronym BANT stand for in sales qualification? a.) Budget, Authority, Needs, Timing b.) Budget, Aims, Needs, Timing c.) Budget, Authority, New, Timing d.) Budget, Aims, New, Timing 4. What is the key component of the SPICED Framework in sales? a.) Situation, Pain, Indirect, Criticality, Ecosystem, and Decision b.) Situation, Pain, Impersonate, Criticality, Economic Impact, and Dividend c.) Solving, Pretest, Indirect, Conclusion, Economic Indirect, Division d.) Situation, Pain, Implication, Criticality, Economic Impact, and Decision 5. Which type of sales strategy is often traditional and involves proactive outreach to potential customers through cold calling & face-to-face meetings? a.) Outbound Selling b.) Inbound Selling c.) Referral Selling d.) Team Selling  Universidad De Manila Cecilia Muñoz St. Ermita, Manila 1000 Metro Manila 6. This is not just a representation of the company but also - everything that the product means to consumers. a.) Branding b.) Brand c.) Marketing d.) Sales 7. What strategy focuses on enhancing the buyer's business by impactful benefits like cost savings? a.) Consultative Selling b.) Social Selling c.) Value-Based Selling d.) Challenger Selling 8. Attracts customers through content marketing and SEO, nurturing leads that come through digital content. a.) Solution Selling b.) Consultative Selling c.) Social Selling d.) Challenger Selling 9. Which sales strategy utilizes social media platforms to engage and sell to customers? a.) Consultative Selling b.) Inbound Selling c.) Outbound Selling d.) Social Selling 10. What is the process of effectively marketing and selling products or services to promotional techniques, and client interaction strategies? a.) Sales Strategies b.) Sales c.) Marketing d.) Sales Techniques  Universidad De Manila Cecilia Muñoz St. Ermita, Manila 1000 Metro Manila 11. Which approach educates customers, tailors’ messages, challenges preconceptions, and guides to new solutions, with sales reps in control? a.) Challenger Selling b.) Solution Selling c.) Account-Based Selling d.) Value-Based Selling 12. Multiple company members work together to handle complex and large deals that require expertise from various departments. a.) Inbound Selling b.) Outbound Selling c.) Referral Selling d.) Team Selling 13. What is the selling method commonly used by salespersons or sales teams to increase revenue and improve sales performance? a.) Sales b.) Positioning c.) Branding d.) Sales Techniques 14. What approach involves personalized marketing and sales efforts, treating each account as a unique market and crafting tailored strategies for each key account? a.) Challenger Selling b.) Solution Selling c.) Account-Based Selling d.) Value-Based Selling 15. What sales technique focuses on identifying the gaps between a customer’s current and desired state? a.) SPIN Technique b.) GAP Technique c.) BANT Technique d.) SPICED Technique  Universidad De Manila Cecilia Muñoz St. Ermita, Manila 1000 Metro Manila 16. In which sales strategy does a salesperson act more like a consultant than a traditional salesperson? a.) Consultative Selling b.) Inbound Selling c.) Outbound Selling d.) Social Selling 17. What is the ability to understand consumer needs so well that any new product offered becomes instantly marketable? a.) Sale Strategies b.) Sale c.) Marketing d.) Sale Management 18. What actions are involved in the process of selling a product to a consumer, and the exchange of money or other considerations for ownership of the product? a.) Sales Strategies b.) Sales c.) Marketing d.) Sales Management 19. The brand is associated with desirable benefits, meaning relating a product to the market. a.) Beliefs and Values b.) Product Attribute c.) Product Benefits d.) Produce Growing 20. It is a combination of logo, design, mission statement, and a consistent theme throughout all marketing communications. a.) Branding b.) Brand c.) Marketing d.) Sales  Universidad De Manila Cecilia Muñoz St. Ermita, Manila 1000 Metro Manila CONTENT RECRUITMENT AND SELECTION One of the most important components of an organization's overall resourcing strategy is the recruitment and selection of human resources, which identifies and secures the people required for the business to thrive. An enhanced organizational outcome stems from improved recruiting and selection processes. An organization's likelihood of keeping content employees increases with how well it finds and evaluates applicants. According to the strategic finance journal (2003), the ineffective recruitment practices account for more than 80% of employee turnover costs. Hence why conducting job analysis and selection process is significant in selecting and retaining the best candidates in business, which brings the significance of proper selection through the basis of the following: 1. The content of the application 2. The qualifications 3. Individual performance at interview 4. The outcome of selection tests  Universidad De Manila Cecilia Muñoz St. Ermita, Manila 1000 Metro Manila In the mid 1990’s, Daniel Goleman Broadened the idea of emotional intelligence to include 5 elements: 1. Self - awareness 2. Self - regulation 3. Motivation 4. Empathy 5. Social Skills When these characteristics are applied during the recruitment and selection process, they provide valuable information on how a person will perform. The candidate will accomplish the goals of the organization and also advance their career within the organization. Recruitment: Recruitment is the process of locating and attracting appropriate candidates for a job. It includes: Job Analysis: Clarifying the role, responsibilities, and necessary qualifications. Sourcing: Determining where to find potential candidates, either internally or externally. Attracting Candidates: Utilizing strategies like job advertisements, social media, recruitment firms, or employee recommendations. Screening: Examining applications to shortlist candidates who fit the job criteria. Recruitment and selection are essential HR functions aimed at attracting and hiring the most suitable candidates for an organization. Job Advertisements - Posting job openings on platforms such as LinkedIn, Indeed, and Glassdoor. Sharing job opportunities on the company's website or social media. Campus Recruitment - Collaborating with universities and colleges to hire recent graduates through career fairs, internships, or graduate programs. Employee Referral  Universidad De Manila Cecilia Muñoz St. Ermita, Manila 1000 Metro Manila Employee Referral Programs - Encouraging employees to recommend qualified candidates, often offering bonuses or rewards in return. Recruitment Agencies - Engaging third-party recruitment agencies to help source and pre- screen candidates for specific roles. Internal Job Postings - Promoting job openings within the organization to give current employees opportunities for internal transfers or promotions. Interviews - Conducting in-person, video, or phone interviews to assess candidates' skills, experience, and cultural fit. Group Discussions - Facilitating group discussions to assess candidates’ communication, leadership, and teamwork abilities, especially for mass recruitment or management trainee programs. Behavioral Assessments - Using tools like the Myers-Briggs Type Indicator to evaluate candidates’ personalities and work styles. Reference Checks - Contacting previous employers or supervisors to verify a candidate's work history, performance, and conduct. Background Checks - Running criminal, credit, or educational background checks before extending a formal offer. These practices help organizations effectively attract, assess, and onboard the right talent to achieve their objectives. TRAINING AND DEVELOPMENT Within the field of Human Resource Management (HRM), training and development refer to an internal education program for staff members. It has a variety of resources, guidelines, and exercises meant to raise worker productivity. Training comes in many forms for those working in the hospitality industry. Interacting with hotel customers and communicating are examples of basic abilities. Due to the fact that visitors view the workforce as a single entity, it also entails diversity and cooperation training. Since staff never know what a guest's background may be, it is imperative that they learn how to collaborate with people from many backgrounds. All guests must, nevertheless, have the same experience.  Universidad De Manila Cecilia Muñoz St. Ermita, Manila 1000 Metro Manila What is Training and Development in HRM? In Human Resource Management (HRM), the term "training and development" refers to an internal education program for staff members. It has a variety of resources, guidelines, and exercises meant to raise worker productivity. Employees have the chance to broaden their knowledge and improve their skill set. What is the Purpose of Training and Development? In the field of human resource management, training and development refers to the process of gaining the knowledge, abilities, and mindset that enhances workers' job performance and permits future career advancement. Acquiring specialized knowledge and abilities for a given job or task is referred to as training. Increase company productivity - You should think about upskilling your staff. Educating them to use cutting-edge equipment and technology could increase their productivity. Also, they will be more driven to work if they have greater confidence in their skills.  Universidad De Manila Cecilia Muñoz St. Ermita, Manila 1000 Metro Manila Improve product or service quality - Programs for training and development give professionals in your company a chance to impart their knowledge. Employees will pick up advice and best practices for their jobs in a short amount of time. What is the role of HR in training and development? provides employees options for professional development to assist them progress in their careers within the company. They will also provide interventions, such job shadowing, one-on-one coaching, mentorship, and other development opportunities, to supplement the training. According to Hayes and Ninemeier (2009) training is “The process of developing a staff member's knowledge, skills, and attitude necessary to perform tasks required for a position.” Training is essential for HR professionals in the hotel sector for various reasons: 1. Improving Service Quality: Skilled HR specialists can help raise the standard of service rendered by hotel employees.  Universidad De Manila Cecilia Muñoz St. Ermita, Manila 1000 Metro Manila 2. Maintaining Legal Conformity and compliance: HR specialists in the hospitality sector must remain current on pertinent labor laws, rules, and industry conventions. 3. Effective Talents Management: It’s essential for success in the hotel industry, as employees hold a pivotal position. 4. Encouraging Employee Engagement and Retention: HR professionals may foster a pleasant work environment where employees feel appreciated, driven, and involved in their roles by offering training programs that concentrate on employee engagement, leadership development, and career advancement. 5. Taking Care of Industry - Specific Issues: The hotel sector has particular issues such as high personnel turnover rates, varying demands, and seasonality. Good training starts well in advance of a trainer's particular instruction and continues long after the session is over. Five connected stages or activities can be seen as parts of the training process: assessment, motivation, design, delivery, and evaluate. 1. Assessment - Assessing training needs and the resources available to meet those needs is the first step in creating and delivering successful training. This section's strategies and approaches address elements affecting learners and their organizations, trainers and facilitators, and the environment that may have an impact on training initiatives. 2. Motivate - The key to the success of training initiatives is participant motivation. The learners who attend training are not the only ones who are motivated. Supervisors of learners must be driven to assist their subordinates in their training endeavors, just as trainers must be driven to provide excellent instruction. This section's tactics and approaches deal with inspiring these three groups to participate in training. 3. Design - Training that is well-designed is prepared, suitable for the intended audience, and feasible to provide with the resources at hand. This section's strategies and procedures cover generating training materials, organizing a plan for training delivery, and creating an assessment approach. 4. Deliver- The final step in the training delivery process is the preparation for training that was discussed in the sections on motivation, assessment, and design. In order to improve the possibility that the information and abilities acquired during training will be remembered and put to use, the strategies and techniques in this section discuss how to engage with learners in an effective manner. 5. Evaluate - Evaluation takes training effectiveness into account and is essential for pinpointing both the positive aspects of training procedures and curricula as well as areas  Universidad De Manila Cecilia Muñoz St. Ermita, Manila 1000 Metro Manila in need of development. The best kind of evaluation happens during the training process, not just at the conclusion of a training session. From the start, the training plan should include an evaluation strategy, and the evaluation's findings should be shared to guide subsequent initiatives. EMPLOYEES MOTIVATION AND REDEMPTION Employee motivation is the level of commitment, drive, and creativity that your team brings with them to work every day. It has a major impact on almost every part of your company, whether positive or negative. Motivated employees do everything they can to get the job done, improving productivity and serving as examples for the rest of the workforce. Unmotivated employees do only what’s necessary to get by, and they’re more likely to start looking for positions elsewhere. Workers will be more driven to do well for the firm if they feel valued, appreciated, and acknowledged. employees and the human resources department need to be in sync. In particular, HR managers need to be open to discussing and listening to any concerns raised by staff members in order to address them in a timely and effective manner. Employees feel safer at work when they are given the impression that they are valued and heard.  Universidad De Manila Cecilia Muñoz St. Ermita, Manila 1000 Metro Manila According to Thomas J. Watson, “You can get capital and erect buildings, but it takes people to build a business.” When workers are inspired and driven, they will be completely engaged in organizational tasks and perform to the best of their abilities. This can help a business accomplish its objectives and achieve outcomes quickly, and effectively. Employee satisfaction is defined as a “A joyful or optimistic emotional state arising from the evaluation of one’s employment status or work history” Motivated employees tend to have higher job satisfaction as they find their work meaningful and rewarding. According to Field (2021), There four forms of motivation these are extrinsic, identified, intrinsic, and introjected. These four forms can be externally and internally, understanding these four is crucial because it can help not just for individuals but to organization too. (https://www.maine.gov/mdot/challengeme/topics/docs/2021/0121FourMotivations.pdf)  Universidad De Manila Cecilia Muñoz St. Ermita, Manila 1000 Metro Manila Extrinsic Motivation If an employee is motivated to succeed because of influences such as an increased financial gain (such as commissions or bonuses) or promotions, or if they do a good job only because they fear negative consequences. EXAMPLE: Competing for a trophy or prize, such as in a sporting event. Doing schoolwork to earn a good grade. Working hard at a task or project to receive praise and recognition. Shopping with a store loyalty card to gain points, discounts, and prizes. Intrinsic Motivation An employee is probably naturally motivated if they have a strong internal drive towards accomplishment, self-actualization, or self-discovery EXAMPLE: participating in a sport because it’s fun and you enjoy it rather than doing it to win an award learning a new language because you like experiencing new things, not because your job requires it spending time with someone because you enjoy their company and not because they can further your social standing cleaning because you enjoy a tidy space rather than doing it to avoid making your spouse angry  Universidad De Manila Cecilia Muñoz St. Ermita, Manila 1000 Metro Manila Identified Motivation According to common opinion, this type of motivation is more common than you may think, which is bad for worker morale and output. Like negative reinforcement, internalized negative motivation is known as "introjected motivation." EXAMPLE: A student studies hard because they want to develop critical thinking skills and become more knowledgeable in their field. An individual commits to a regular exercise routine to improve their overall health and boost their energy levels, knowing that this will enhance their quality of life. An employee takes on additional responsibilities at work, motivated by the desire to gain promotions and advance their career. Someone joins a club or community group to meet new people and build friendships, recognizing the importance of social support in their life. A person saves money diligently to achieve the goal of buying a home, understanding that financial security will lead to greater peace of mind. An artist dedicates time to their craft because they feel a deep sense of fulfillment and joy from creating and sharing their work. These motivations are often aligned with personal values and goals, leading to sustained engagement and effort. Introjected Motivation Identified motivation presents itself as feeling the need to perform or accomplish a task but not acting on the need until the desire to do so actualizes. A student studies hard because they feel guilty about not meeting their parents’ expectations, rather than for their own desire to learn. An athlete trains intensely to receive praise and recognition from coaches and peers, feeling pressured to succeed to maintain their status.  Universidad De Manila Cecilia Muñoz St. Ermita, Manila 1000 Metro Manila A person adheres to a strict diet to avoid feeling inferior to friends who are health- conscious, rather than from a genuine interest in their own health. An employee works long hours to avoid criticism from their boss, driven by the fear of being seen as incompetent rather than from intrinsic ambition. A teenager participates in extracurricular activities to fit in with their peer group, motivated by a desire to be seen as “cool” rather than for personal interest. These motivations stem from internalized pressures and expectations, often leading to feelings of obligation rather than genuine desire. LEADERSHIP AND HOSPITALITY Finding and keeping outstanding employees is one of the main issues raised by hospitality managers everywhere, and Human Resources Leadership in Hospitality tackles this issue. Readers are given a genuine introduction to the subject matter of this text through vignettes featuring industry practitioners and academics who teach and research human resources. Hospitality leadership involves motivating staff at every level to take responsibility for their roles. When team members are empowered to make decisions, it positively affects the hotel's success. Effective communication of strategic goals from upper management helps everyone work toward a unified objective business growth, improved customer satisfaction, and exceptional experiences. Let’s delve into hospitality leadership and uncover ways to enhance its value. What is the best leadership style in the hospitality industry?  Universidad De Manila Cecilia Muñoz St. Ermita, Manila 1000 Metro Manila 1. Team-oriented - A team-oriented leadership style is extremely effective in an industry where a seamless, high-quality customer experience is heavily dependent on multiple teams working together. 2. Entrepreneurial - Entrepreneurial leaders thrive in the hotel industry because of its unpredictable nature. This leadership style is excellent for transforming challenges into worthwhile opportunities because it promotes experimentation, learning, and iteration. 3. Innovative leadership - Similar to how entrepreneurial leadership works, innovative leadership works effectively in the hotel industry. Leaders that are innovative excel in promoting diversity, boosting output, and being receptive to fresh concepts. What is the Importance of Leadership in Hospitality? For several reasons, leadership is essential in the hospitality sector. Firstly, leaders establish the culture and values of their organizations. They set the company's direction and motivate their teams to strive toward shared objectives. It is impossible to exaggerate the importance of strong leadership to a hospitality company's success. Strong leaders encourage trust and loyalty in their team members, which raises staff retention rates. 6 keys to improve hospitality leadership The goal of hospitality leadership is to empower employees at all levels to assume responsibility for their roles. Giving your teams decision-making authority improves the performance of the hotel. When top management shares strategic objectives, everyone is working toward the same objectives, Being Empathetic, being a Good listener, being resilient, being engaged emotionally, being intuitive, and being nurturing. Where do Hospitality Leaders Work? Hospitality leaders can find employment in a variety of places, such as restaurants, spas, hotels, and companies that organize events. The general goal of offering first-rate customer service does not change.  Universidad De Manila Cecilia Muñoz St. Ermita, Manila 1000 Metro Manila Leadership and hospitality combine the skills of effectively managing teams with the principles of service-driven industries. Here's a concise overview of how these two ideas intersect: Leadership is central to this field, where the focus is on meeting the needs of both employees and customers. Leaders create an environment in which staff feel valued and supported, leading to better care for guests. Emotional intelligence is crucial, as leaders in hospitality must manage relationships, recognize emotions, and stay composed in stressful situations to ensure a positive experience for both team members and customers. Vision and strategic thinking allow hospitality leaders to foresee trends, innovate their service offerings, and remain competitive. They steer the team toward long-term success while keeping day-to-day operations smooth. Effective communication and team building are essential, as leaders must encourage open dialogue, delegate tasks wisely, and foster collaboration to ensure a seamless guest experience. Leadership in hospitality involves harmonizing business objectives with a focus on people, ensuring a satisfying experience for both employees and customers.  Universidad De Manila Cecilia Muñoz St. Ermita, Manila 1000 Metro Manila POST TEST I. Multiple Choice 1. It refers to an internal education program for staff members. It also has a variety of resources, guidelines, and exercises meant to raise worker productivity. a.) training and development b.) employees’ motivation and redemption c.) leadership and hospitality 2. It involves motivating staff at every level to take responsibility for their roles. a.) human resource management b.) training and development c.) hospitality leadership 3. It is the level of commitment, drive, and creativity that your team brings with them to work every day. a.) recruitment and selection b.) hospitality management c.) employees’ motivation and redemption 4. Improving service quality falls under ____. a.) leadership and hospitality b.) training and development c.) employees’ motivation and redemption 5. It is one of the most important components of an organization's overall resourcing strategy. a.) training and development b.) recruitment and selection c.) leadership and hospitality  Universidad De Manila Cecilia Muñoz St. Ermita, Manila 1000 Metro Manila 6. This refers to the process of identifying and attracting people who qualify to fill job openings within a company. a.) training and development b.) recruitment and selection c.) employee motivation and redemption 7. This part is about improving employees' skills and knowledge through organized training programs. a.) Recruitment and selection b.) Leadership and hospitality c.) Training and development 8. It involves techniques to raise employee morale, engagement, and job satisfaction to keep them productive and committed. a.) employees motivation and redemption b.) recruitment and selection c.) Leadership and and hospitality 9. Which of the following is NOT one of the five components of emotional intelligence, according to Daniel Goleman? a.) Self-awareness b.) Self-regulation c.) Problem-solving d.) Motivation 10. What is the primary impact of motivated employees in a company? a.) They tend to work only the necessary hours to meet basic requirements. b.) They improve productivity and serve as examples for the rest of the workforce. c.) They are more likely to start looking for other positions outside the company. d.) They avoid discussing concerns with HR managers.  Universidad De Manila Cecilia Muñoz St. Ermita, Manila 1000 Metro Manila 11. Which of the following is NOT one of the four forms of motivation discussed in the text? a) Extrinsic Motivation b) Identified Motivation c) Intrinsic Motivation d) Social Motivation 12. Which type of motivation is driven by external rewards or punishments? a) Intrinsic Motivation b) Extrinsic Motivation c) Identified Motivation d) Introjected Motivation 13. A student who studies hard because they enjoy learning and want to expand their knowledge is demonstrating which type of motivation? a) Extrinsic Motivation b) Identified Motivation c) Introjected Motivation d) Intrinsic Motivation 14. Which type of motivation is characterized by feeling pressured to perform a task to avoid negative consequences or to meet external expectations? a) Identified Motivation b) Introjected Motivation c) Intrinsic Motivation d) Extrinsic Motivation 15. An employee who takes on extra responsibilities because they want to advance their career is likely motivated by? a) Intrinsic Motivation b) Identified Motivation c) Introjected Motivation d) Extrinsic Motivation  Universidad De Manila Cecilia Muñoz St. Ermita, Manila 1000 Metro Manila II. Identification 1. "In the Mid 1990's, ________ Broadened the idea of emotional intelligence to include 5 elements". 2. According to _______, " You can get capital and erect buildings, but it takes people to build a business. 3. It's essential for success in the hotel industry, as employees hold a ___ position. 4. Motivated _____ tend to have a higher job satisfaction as they find their work meaningful and rewarding. 5. _______ comes in many forms for those working in the hospitality industry. 6. Within the field of ____________, training and development refer to an internal education program for staff members. 7. HR professionals may foster a pleasant work environment where employees feel appreciated, driven,and involved in their roles offering ___________ that concentrate on employees. 8. According to ____________ training is "The process of developing a staff member's knowledge, skills, and attitude necessary to perform tasks required for a position." 9. Interacting with hotel customers and communicating are examples of_____________? 10. When team members are empowered to make decisions, it positively affects the ________? III. Enumeration 1-5. Give the 5 elements of emotional intelligence according to Daniel Goleman. 6-7. What Thomas Watson said? 8-10. There are 5 parts of the training process (give at least 3)  Universidad De Manila Cecilia Muñoz St. Ermita, Manila 1000 Metro Manila VOCABULARY WORDS Entity - something that has separate and distinct existence and objective or conceptual reality. Pertinent - relevant or applicable to a particular matter; apposite Pivotal - a pivotal role, point, or figure in something is one that is very important and affects the success of that thing. Retention - the act of retaining something. The act of holding back or keeping within your possession or control. Vignettes - a short piece of writing, music, acting, etc. that clearly expresses the typical characteristics of something or someone Receptive - able or inclined to receive, especially open and responsive to ideas, impressions, or suggestions. Delve - to make a careful or detailed search for information. Delved into the past. Unified - when people or groups are all on the same page, working for the same goals and doing the same thing.  Universidad De Manila Cecilia Muñoz St. Ermita, Manila 1000 Metro Manila REFERENCES Cherry K., (2023) Motivation: The Driving Force Behind Our Actions. Retrieved from: https://www.verywellmind.com/what-is-motivation- 2795378#:~:text=Motivation%20is%20the%20process%20that,you%20closer%20to%20your%2 0goals Ettinger J., (2023) The role of effective leadership in hospitality management. Retrieved from: https://brittsimperial.com/the-role-of-effective-leadership-in-hospitality-management/ Lacalle E., (2023) Keys to improve hospitality leadership. Retrieved from: https://www.mews.com/en/blog/hospitality-leadership Leonard, K., (2019) The Importance of Training & Development in the Hospitality Industry. Retrieved from: https://smallbusiness.chron.com/importance-training-development-hospitality- industry-64312.html Mahr N., (2023) Hospitality Leaders: Definition, Characteristics & Skills. Retrieved from: https://study.com/academy/lesson/hospitality-industry-leadership-supervision.html Masionis A., (2024) Employee motivation: Definition and how to improve it. Retrieved from: https://www.achievers.com/blog/employee-motivation/ Ogunbadejo, A., (2017) Recruitment and Selections Procedures and their Relative Effectiveness on employees’ Performance in the Hospitality Industry. Retrieved from: https://eprints.federalpolyilaro.edu.ng/186/ Shalini L., (2023) Key Roles of HR in Training and Development. Retrieved from: https://go- better.com/blog/roles-of-hr-in-training-and- development/#:~:text=HR%20provides%20career%20development%20opportunities,mentoring %2C%20and%20other%20development%20opportunities Talespin Team (2023) Developing Leadership Skills in the Hospitality Industry Through Training. Retrieved from: https://www.talespin.com/reading/developing-leadership-skills-in-the- hospitality-industry-through-training Walker J., (2024) Human Resources Leadership in Hospitality. Retrieved from: https://he.kendallhunt.com/product/human-resources-leadership- hospitality?fbclid=IwY2xjawFcGzRleHRuA2FlbQIxMAABHf5HSRt783hnIYrYfiJ3N650jXww f9nq3ev4hvvzLPWdaQoagH7ckVghJA_aem_iJs15IM-Crs1lzIkbOzDVA  Universidad De Manila Cecilia Muñoz St. Ermita, Manila 1000 Metro Manila Zarei M., Shukri R., (2024) Why Employee Motivation Is Important: A Complete Guide. Retrieved from: https://in.indeed.com/career-advice/career-development/why-employee- motivation-is- important?fbclid=IwY2xjawFcHkJleHRuA2FlbQIxMAABHTTz02dT13e23FV_SgtlMg8fmq15l FJ3u_m1UAV8gtR_yagDbDGZ6QX7pQ_aem_86u30pSeAQK8LQNlM9I_qg#:~:text=Employe e%20motivation%20brings%20commitment%20and,ways%20to%20motivate%20your%20team mates (2023) What Is Training and Development in HRM?. Retrieved from: https://www.workhuman.com/blog/training-and-development-in- hrm/?fbclid=IwY2xjawFcITlleHRuA2FlbQIxMAABHQ3OTNmMLXZnBbs4Eyd0QCkLfe4Buf plcpzO43A5CNDEcyi9xP9gKvSCPQ_aem_MovFtg1UhLtyleROEXOGJw (2023) Training and Development. Retrieved from: https://www.keka.com/glossary/training- and- development#:~:text=Training%20and%20Development%20in%20Human,a%20particular%20j ob%20or%20task  Universidad De Manila Cecilia Muñoz St. Ermita, Manila 1000 Metro Manila CONCLUSION In conclusion, human resource management (HRM) is essential to the hospitality sector because it helps companies find, nurture, and keep outstanding workers who can provide outstanding customer service. Building a trained and motivated staff requires the implementation of effective HRM techniques, such as focused recruitment, extensive training, and employee engagement activities, given the industry's emphasis on human connections and visitor experiences. A strong emphasis on staff happiness boosts customer loyalty and corporate success in addition to improving service quality. Furthermore, the dynamic nature of the hotel industry demands that HRM procedures be flexible and progressive. Prioritizing inclusivity, diversity, and worker well-being helps companies build a culture that is adaptable to shifting consumer needs. Hospitality companies can build a robust workforce that fosters creativity and operational excellence by investing in professional development and ongoing education. In the end, successful HRM is essential to accomplishing long-term strategic objectives and guaranteeing a lasting competitive advantage in a demanding environment. It goes beyond simple personnel management.  Universidad De Manila Cecilia Muñoz St. Ermita, Manila 1000 Metro Manila DOCUMENTATION Giving out ideas! Brainstorming time!  Universidad De Manila Cecilia Muñoz St. Ermita, Manila 1000 Metro Manila Group Study! Making some questions Giving out opinions  Universidad De Manila Cecilia Muñoz St. Ermita, Manila 1000 Metro Manila EVALUATION Name Rate Reason Julianna Cassandra Blando 8/10 I cooperated with the group brainstorming, complied with the contribution of topics and was able to create and finish the ppt presentation. Renz Jarmaine B. Bonus 9/10 I rate myself 9 because I know to myself that I did my assigned work. I’m the one who made the introduction, explanation and example on each subtopic, and I compiled and fixed the module. Reijn Dhaniel C. Caillan 8/10 I rate myself 8/10, the part i worked on are recruitment and selection and leadership and hospitality examples. Ralph Jon Coronado 7/10 I rate myself 7 because I don't contribute much, and I submit my part or tasks late. The part I worked on was the leadership and hospitality subtopic, along with some questions for post- test. Kathleen Mae Delos Reyes 9/10 I rate myself 9/10 because, when the leader asked me to do something, I did it that very day, and what I helped our group with was in training and development and in making the front page. Jodi Claire Ferrer 7/10 I rate myself 7 because I arrived late, and I couldn't submit the task or part that was given to me right away. The part I worked on is the post test identification and conclusion.  Universidad De Manila Cecilia Muñoz St. Ermita, Manila 1000 Metro Manila Nepthalie T. Senarlo 9/10 I made a subtopic about motivation, and I made a presentation group video about all topics.  Universidad De Manila Cecilia Muñoz St. Ermita, Manila 1000 Metro Manila ANSWER KEY: Post Test I. Multiple Choice 1. A 2. C 3. C 4. B 5. B 6. B 7. C 8. A 9. C 10. B 11. D 12. B 13. D 14. B 15. B II. Identification 1. Daniel Goleman 2. Thomas J. Watson 3. Pivotal 4. Employees 5. Training 6. Human Resource Management 7. Training Programs 8. Hayes and Ninemeier 9. Basic Abilities 10. Hotel’s Success III. Enumeration 1-5. Self - awareness, Self - regulation, Motivation, Empathy, and Social Skills 6-7. “You can get capital and erect buildings, but it takes people to build a business.” 8-10. Assessment, Motivation, Design, Delivery, and Evaluate (Give at least 3)