HUMAN RESOURCE GUIDELINES FOR DEVELOPMENT THREE STAR- RATED HOTELS IN BANGKOK, THAILAND

Abstract

This research is quantitative research and its objective is investigates the attitude towards self-development of the three-star hotel staff in Bangkok for general standard of service personnel (personality, moral and ethics, general knowledge and standard, and language and communication skills) as well as for knowledge and skills of specific job positions (front service, food and beverage, and house-keeping/room service sectors). It also analyses the three-star hotel policies on human resource management with the main aim to identify the approach to the staff development for three-star hotels in Bangkok.

          The results show that most respondents are single female aged between 31-40 years old with Bachelor degree or equivalent. The numbers of respondents are from food and beverage, front service, and house-keeping/room service respectively. For each of the three standards, the respondents also rate the quality that they would like to be developed most: 1) Personality standard: speaking politely, accurately and clearly. 2) Moral and ethics standard: honesty. The respondents also feel that the development for good attitude towards the job, which is particularly important to the service sector, is still inadequate. It is therefore essential for the organization to encourage more on this point. 3) General knowledge and skills: ability to coordinate.

          The respondents' opinions on self-development for knowledge and skills of specific job positions are as follow: 1) Front service staff should be encouraged to learn more about tourist behavior and need the skill to use of Thai language properly. 2) Food and beverage staff should develop their knowledge on psychology for service sector as well as their Thai proficiency skill. 3) Housekeeping and room service staff, should develop their Knowledge of room cleaning and preparation for service sector, while the skills their need the skills of honesty, patience also be developed.