The Role of Human Resources in Hotels in China

The Role of Human Resources in Hotels in China

Jenny Chen (Lavenna International Hotel Co., Ltd, China)
DOI: 10.4018/978-1-4666-8565-9.ch007


There was a famous saying from the celebrated hotelier, “king of hoteliers and hotelier to kings,” Mr. Cesar Ritz, that a good person is priceless (Leng, 2013). Human resources has always played a very important role in hotels. This is because the hotel industry is a labor-intensive industry that requires great contribution and support from human resources to identify and recruit the required staff, train and manage the manpower to fill the various jobs, and retain and develop the talented employees for greater responsibilities or higher positions. This chapter displays the changes of the role of human resources in hotels in China and its significant impact of the changes to the industry. In addition, this chapter also provides its unique points of view in the part of Solutions and Recommendations and in the part of Future Research Directions.
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With the amazingly rapid growth and changes in the hotel industry in China, the role of human resources is facing unprecedentedly huge challenges, which push it towards innovation to a new stage of advancement.

Nowadays, it is far from sufficient for human resources to just recruit, train, manage and develop people. Human resources has to do more in order for the employer to remain in the competition, that is, it must be resourceful, creative, and proactive enough as a business partner.

In the three decades since reform and opening-up in China, the role of human resources has experienced a significant development proceeding through three stages: administrator, manager, and leader (as shown in Figure 1).

Figure 1.

The development of the role of human resources in hotels in China


Roles As An Administrator

Administrator roles are fundamental and very important. Without this foundation, human resources departments can hardly operate. That is why in the early years of the hotel industry in China in the 1980s and 1990s, these roles were strongly emphasized and given much attention by the employers. The key content of administrator roles includes:

Establishing and Developing Human Resources Policies and Procedures

The approved human resources policies and procedures are one of the major guidelines for the entire hotel to follow. They cover rules and standards in the aspect of employment and termination, recruitment process, benefits and compensation, code of conduct, performance management, development and promotion, awards and discipline, counseling process and grievance process, training programs and activities and staff activities (Wang, Shi & Zhang, 2012).

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