1. Hello
 Wolfgang Meusburger
 General Manager Holiday Inn Resort Phuket
 Work in Phuket since 1991
 Always wanted to speak at the PSU….
 Thank you for inviting me.
 Please ask questions.
 If you fall asleep , it is ok, it means the speaker
is boring………..

2. Human Resources in a globalized environment
How we do things at the
Holiday Inn Resort Phuket
 1 Recruitment and Staffing
 2 Training and Development
 3 Performance & Performance Measurment
 4 Reward & Recognition
 5 Measuring employees satisfaction
 6 Top priorities in the human resource department
 7 Opportunities in large hotel chains like IC hotel
group
 8 Cultural issues working for an international chain

3. 1 Recruitment & Staffing
 Holiday Inn Resort Phuket’s ability to
attract hire and retain qualified individuals
is of THE HIGHEST importance in building
an effective management team and to
operate a successful resort.
To hire the right people for the
right job

4. Recruitment planning and strategy
Pleased to share part of our business plan showing
Business Priorities and HR –Challenges Implications
Human Resource Priorities and Strategies
The most important role of HR strategy at the
Holiday Inn Resort Phuket.

5. Recruitment Tools
Rule No 1 for promotions, in-house
candidates come first, only if no in-house
candidate is available we will
will look outside

6. Screening and Selecting Tools
Most important screening tools at HIRP are
FACE TO FACE INTERVIEW THROUGH AND INTERVIEW
COMMITEE CONSISTING OF VARIOUS DEPARTMENTS
STRUCTURED INTERVIEW FORMS
BEHAVOURIAL INTERVIEWING
INTERVIEWERS TRAINED TO UNDERSTAND
WHAT TO LOOK FOR
TESTING OF LANGUAGE SKILLS
PROBATION PERIOD
STRUCTURED APPLICATION FORMS
DRUG TESTING BEFORE STARTING WORK

7. The future trends……….in screening and recruiting
will be…
BEHAVIOURAL INTERVIEWING
DEVELOPING THE ABILITITY TO IDENTIFY CANDIDATES WITH THE
RIGHT BEHAVOURIAL SKILLS, LIKE FIND PEOPLE WHO ARE
WILLING TO LEARN, WILLING TO MULTI TASK…
PSYCHOMETRIC TESTING IS STARTING IN MANY COMPANIES FOR
SENIOR LEVEL
(tests which focus on your reactions under stress factors, tests which identify your
strong skills and your weak skills, there are so called assessment centers who
do this testing)
COMPANIES WILL TRAIN SUPERVISORS IN BEHAVOURIAL
INTERVIEWING AND
OTHER TECHNIQUES TO FIND THE RIGHT CANDIDATES.
COMPANIES WILL HIRE PROFESSIONAL TO CONDUCT
PSYCHOMETRIC TESTS FOR MANAGERIAL EMPLOYMENT.

8. What are we looking for…
Talents and Attitude over EXPERIENCE…..
Smiling faces, smiling voices,
Service minded people
People who look smart and natural.
People who have a positive outlook
Team players
Family values
Good work ethics
Flexibility
Develop teams well rounded of diverse personality types.
ZERO TOLERANCE FOR DRUGS, ALCOHOL ABUSE OR
TRAITS OF VIOLENCE ( The Jai ron type of character)

9. Good selection process saves $$$$….
IT IS EXTREMELY IMPORTANT AND COST
EFFICIENT TO HIRE THE CORRECT PEOPLE AT
THE BEGINNIG.
A COMPANY MUST INVEST MONEY FOR ITS
SUPERVISORS AND MANAGERS TO UNDERSTAND
HOW TO FIND THE RIGHT CANDIDATES FOR
EACH JOB.
HIGH TURNOVER ARE BAD FOR GUEST
SATISFACTION AND INCREASE COSTS.

10. Reducing turnover
Managements responsibility is to find out what motivates people to stay.
Framework to develop programs to to retain employees.
Program must provide
Feedback between management and employees.
Empowerment of employees to solve problems.
Open two way communication
Team approach
Less control more empowerments
Less management positions, flatter organisations.
( Rest. Mgr.Ass. Rest. Mgr. Senior Supervisor,Supervisor, Captain,
Waiter, Busboy)
( Rest.Mgr, Supervisor, Waiter).

11. Reducing turnover
Employee Survey , find out why people are leaving –
root cause?
Action plan for improving work environments
Information sharing = newsletters= monthly
departmental meetings, upward feedback
Empower employees= Quality cycles, quality teams
to solve problems.
Career mobility with IC group
Salary and benefit structure surveys= to ensure that
HIRP remains competitive.
Exit interview summaries.

12. Reducing turnover
Actual turnover of the Holiday Inn Resort Phuket
over the past 5 years has never been over 5%.
Management must take responsibility for high
turnover and find alternatives with an open mind
and ask the question:
Are we willing to commit the energy and resources
needed to correct the problems which contribute to
turnover.
Each organization is different, the solution lie within.

13. Educational background.
What we like you to know?
Understand
CUSTOMER SERVICE
CUSTOMER ORIENTATION
Speak LANGUAGES
Computer literacy, IT knowledge
Understand what drives business(market research)
(Managerial skill set = sample enclosed)
Marketing, Human Resource Management,F&B Service,
Food preparation, Accounting, Product Planning
Management theory

14. I recommend your university to focus on:
Knowledge of the English language – If you are not fluent in English, you can not make it to
the top in an international chain… it does not matter how good you are in all other skills.
Learn a second language……….!
IT – you must understand the importance and power of IT and its role it will play in future
to make transactions faster , eliminate waste and brings in customers. You must know
how to use a PC, but you must not become a computer geek………..the details you can
leave to your EDP manager, but you must understand what IT can to to improve
communication, bring in customers and applications it has for future business decisions.
Knowledge of the destination.. More and more impound tourists want to have information
on historical, social, political and environmental nature,
Overall service attitude. This is were THAILAND excels we provide the best service in
the world. If we can combine this with better knowledge of languages, better knowledge
of IT and knowledge of destination, we will be the Worlds best.
UNDERSTAND THE REAL MEANING OF CUSTOMER FOCUS AND CUSTOMER
SERVICE

15. CUSTOMER SERVICE IS ONE OF THE
FOLLOWING:
CRIMINAL = IN VIOLATION OF THE BASIC NORMS
BASIC = ONLY DOING THE MINIMUM
EXPECTED = MEETS THE USUAL STANDARD
DESIRED= REALLY GOOD
SUPRISING = INNOVATIVE, UNIQUE, DELIGHTFUL
UNBELIEVALBE = EXTRAORDINARY, ASTONIGHING, THE
VERY BEST
TRY TO BE SURPRISING AND UNBELIEVABLE EVERY DAY!!!!

16. 2 TRAINING & DEVELOPMENT:
ORIENTATION
JOB DESCRIPTIONS & STANDARDS
TRAINING METHODS
HOLIDAY INN RESORT PHUKET TRAINING
INTER CONTINENTAL HOTEL GROUP TRAINING
MEASUREMENTS ,TRAINING BUDGET

17. ORIENTATION
Every employee will undergo a 2 days orientation program,
where we inform all new employees of:
Who are our owners:
Who is IC Hotels group
Who is Holiday Inn Resort Phuket.
Positioning of the Holiday Inn Resort Phuket
Business Philosophy
Operating Culture
History of the HIRP
Product
Tour of the hotel
Q&A and test
BUDDY SYSTEM AFTER ORIENTATION

18. JOB DESCRIPTIONS – STANDARDS
JOB DESCRIPTIONS ARE IMPORTANT, AS THE CLARIFY THE EXPECTATIONS
AND SERVE AS A KIND OF COMPACT BETWEEN EMPLOYEER AND
EMPLOYEE.
GOOD JOB DESCRIPTIONS EXPLAINS SKILLS AND ABILITIES NECESSARY TO
SUCCEED, ENSURES THAT FALSE EXPECTATIONS ARE AVOIDED AND HELP
TO FIND THE RIGHT PERSON.
(ENCLOSED FIND MY JOB DESRIPTION AS A GENERAL MANAGER)
STANDARDS , AS PART OF AN INTERNATIONAL CHAIN IT IS IMPORTANT THAT
EACH NEW EMPLOYEE IS AWARE, TRAINED AND BRIEFED ON THE
SERVICE STANDARDS OF THE HOLIDAY INN RESORT PHUKET.
EMPLOYEE HANDBOOK.
RESORTS EXPECTATIONS ON EMPLOYEE DISCIPLINE IS OUTLINED IN THE
HANDBOOK. WHICH GIVES CLEAR DETAILS ON BENEFITS, EMPLOYEE
MENT CONDITIONS, GRIEVANCE PROCEDURES AND ALL THINGS A NEW
EMPLOYEE NEEDS TO KNOW.

19. TRAINING METHODS , TRAINING
FOCUS AT HIRP
OJT = ON THE JOB TRAININGS , MAINLY USED FOR WORKING
SKILL TRAININGS.
Class room sessions = for languages and management skill builders
Seminars = for management , team building, communications.
Internet = to learn from other hotels best practices, IC group has a website ,
giving access to
FB = RESTAURANT CONCPETS, SUCCESFULL PROMOTIONS,
RECEPIES, BUFFET SET UPS, TABLE TOP SETTINGS, THEME
NIGHTS etc.
PROCESS MANAGEMENT=
Reorganized process to improve operation. E.G. Faster check in, faster
check out, room cleaning, avoiding guests to wait for rooms upon check
in, correct billing,correct reservations……

20. HIRP Training
Languages = language classes on several levels for English, Japanese German.
GSTS = Guest satisfaction knowledge = Training for all employees to understand
what drives guest satisfaction.
Attitude, Yes we can, Staff knowledge = Training focusing on staff knowledge,
details.
Supervisor – blocks = Training blocks for train the trainer, staff evaluation,
supervisory skill building, communication to all supervisors to become better
managers.
Teambuilding , Communication = Workshop for management to become a better
and more efficient team.
TSA sales training = Train all front office employees to become sales agents.
Cooperation with worldwide recognized specialists.
Cultural training. = Lectures for employees on maintaining, Thai culture, wai and the
genuine Thai hospitality.
Outside. = Participation on many small job related training courses which improve
knowledge from energy savings, to special courses in wine food
knowledge etc.

21. IC GROUP TRAINING
Intercontinental Hotel group has a huge data bank of training videos, standard trainings which can be
accessed for any kind of training needed. Many of these training programs are to increase
customer orientation, know how to handle problems, problem solving,anticipate problems and
solve problems.
INTRANET
IC group has a website, which is focusing on
FB concepts, restaurant concepts, recopies, successful promotions. Through this intranet we can learn
from each other.
TQM Total quality management. 50% of each hotels senior management is trained in Total Quality
Management an intensive 10 days course focusing on process improvements , waste elimination.
We have 4 TQM trained managers in our resort, who continuously , do process evaluation to
make our operation more efficient and more guest oriented. TQM processes focus on Cleanliness,
Quality of food and service in restaurants, speed of check in and check out, speed of response
time to guest requests and many more. Could talk one week only about TQM projects.
Sales SSP
Very strong sales trainings for all sales teams to become more efficient.
IBP
Business strategy planning for senior managements.
Succession Building
Development courses for department heads to become general managers
Training audits , support team, each hotel can require help from the vast resources of IC group, but
needs to identify by themselves which needs they have.

22. MEASURMENT - BUDGET
TRAINING PASS SEE DETAILS
RECOGNITION OF BEST TRAINER AND BEST ATTENDANCE
WELL TRAINED EMPLOYEES WILL LEAD TO HIGHER GUEST
SATISFACTION, FEWER COMPLAINTS AND LOWER EMPLOYEE
TURNOVER AND A CONTINIOUS POOL OF FUTURE SUPERVISORS
,MANAGERS.
HOLIDAY INN RESORT PHUKET SPENDS AN AVERAGE OF 2.8 MILLION
BAHT A YEAR FOR TRAINING , WHICH IS ABOUT BAHT 6000.00 PER
EMPLOYEE PER YEAR.

23. 3 PERFORMANCE AND
PERFORMANCE MEASUREMENT
Trends
Increasing labor costs , means employers look for higher
productivity.
Increased productivity is achieved through.
Use of technology
Multiskilled workforce
Process planning and measuring.

24. 3 PERFORMANCE AND
PERFORMANCE MEASUREMENT
For example a hotels service is orientation is demonstrated in the
following processes.
Hours of operations,
public messages,
reservation procedures,
complaint procedures, check in, check out,
getting served.
Often these processes are designed with the convenience of the hotel and
not guest in mind.
The future will see hotels becoming process oriented and those who can
do this better than others will be the most successful resort.

25. 3 PERFORMANCE AND
PERFORMANCE MEASUREMENT
Sample.
A check in guest arrives. Flies 14 hours, arrives in Phuket, must wait 2 hours for his room,
fill in a form, get a key until he can check into his room.
If a hotel can organize a process where the guest on the way from the airport to the hotel can
fill in the registration and receive already the key in the taxi and than go straight to his
room , this hotel will become the leader in check in process.
If a hotel could guarantee every check in no waiting for your room, because it has a
sophisticated system in place to make sure that the maids always clean the room which
is needed next that hotel would be extremely successful.
The next important thing in is improvements of processes.
Holiday has spend over Baht 500.000.00 in the past 3 years to train 4 managers to
understand how to change processes.

26. 3 PERFORMANCE
MEASUREMENT
Most organizations rely heavily on an employees immediate supervisor for performance
review.Often this leads to issues about fairness and in correct performance
measurement.
Holiday Inn Resort Phuket uses the immediate supervisor appraisal still for all performance
reviews but on a department level we are going more and more into a combination of
self review and supervisor review and are considering for the future peer reviews.
We use the performance review as a one or two time affair per year, which is not the best
and most efficient way to do performance measurements.
Performance reviews at their best provide ongoing feedback that is offered in an open and
direct way. Feedback works only if it is based on key performance indicators, which
establish clear objective links between individual efforts and desired results.
We are using the KPI or Key performance indicators for all our graded employees.
(Sample of KPI and appraisal form for supervisor,simplified for R&F)

27. PERFORMANCE MEASUREMENT
Future performance measurements especially for managers will be
Upwards evaluations , where employees evaluate their supervisor on fairness and
other issues related to their work.
Guest satisfaction where guest satisfaction factors which a department head
can influence become most important for his performance measurement.
External companies providing accurate feedback for guest and employee
satisfaction will be used by more and more international companies to get a
real picture.

28. 4 REWARD & RECOGNIION
CONTROLLING COMPENSATION BUDGETS (SALARIES &
BONUS ETC) WHILE REMAINING COMPETITIVE IN THE
MARKET WILL BE ONE OF THE MOST SIGNIFICANT
CHALLENGES IN THE HOSPITALITY BUSINESS.
COMPANIES WILL START TO BECOME MORE INNOVATIVE
THAN JUST PAYING SALARIES, SERVICE CHARGE AND
FIXED BONUSES TO RECOGNIZE, MOTIVATE AND SATISFY
EMPLOYEES.

29. REWARD & RECOGNIION
PRESENT SITUATION HIRP
REWARD & RECOGNITION FOR RANK & FILE, SUPERVISOR
COMPETITIVE SALARIES
EVERY YEAR WE CONDUCT A SALARY SURVEY TO ENSURE
OUR SALARIES REMAIN AMONG THE TOP 10 ON THE
ISLAND AND THE TOP 2 IN PATONG.
SERVICE CHARGE
95% OF THE SERVICE CHARGE IS PAID TO EMPLOYEES.
THE SERVICE CHARGE ALSO ENSURES THAT EVERYONE GETS
A FAIR SHARE IF BUSINESS IS GOOD.

30. REWARD & RECOGNIION
BONUS FOR MOST EMPLOYEES IS BASED ON YEARS OF
SERVICE… we are considering in the future to move the bonus
payment for all executives more to performance.
OTHER BENEFITS
WE ARE COMPARING EVERY YEAR THE BENEFITS OF OTHER
RESORTS IN TERMS OF STAFF HOUSE, TRANSPORTATION,
UNIFORM, MEALS AND HEALTH SCHEMES.
OUR GOAL IS ALWAYS TO BE AMONG THE TOP 10 IN PHUKET
AND THE TOP 2 IN PATONG.

31. REWARD & RECOGNIION
Employee of the month
Employee of the year
Yes we can rewards
Rewards for best quality score achievers
Rewards for best trainsers and best trainees

32. REWARD & RECOGNIION
Social rewards,
Staff outings
Staff party
Sport days

33. 5 MEASURING EMPLOYEE
SATISFACTON
CAPS & TURNOVER
We measure employee satisfaction with two tools
The monthly yearly turnover report.
The yearly Caps Survey
Caps stands for
Combined Attitude and Perspective Survey
(Details)
Measurement from guest scores on service level and staff attitude

34. TOP PRIORITIES IN THE HUMAN
RESOURCE DEPARMENT AND
DEVLOPMENT
The role of HR is not always clear in today's hospitality industry.
HR is described as
Administrator
Business Partner
Employee Champion
Hotels who want to have the best employees must have the best and most creative
HR department who will make sure that the company takes care of its people
in terms of benefits, work environment, career planning , good rewards and
competitive salaries.
The HR department of the future will be as important as sales, marketing or any
production or even more.

35. 6 TOP PRIORITIES IN THE HUMAN
RESOURCE DEPARMENT FOR HIRP
CUSTOMER FOCUS
EMPLOYEE SATISFACTION
MANAGING CHANGE
PROCESS ENGENEERING
EMPLOYEE RETENTION
SKILL LEVEL OF WORK FORCE
EMPLOYEE EMPOWERMENT
EMPLOYEE COMMUNICATION
IMPROVING PRODUCTIVITY
INFORMATION TECHNOLOGY

36. 7 OPPORTUNITIES IN
HOTELCHAINS
HUGE.HUGE, HUGE…………
WHY
TREND TO LOCALIZE POSTIONS
TREND TO LOCALIZED CONTRACTS
OWNERS LIKE TO WORK WITH MANGERS WHO
SHARE SIMILAR CULTURAL BACKGROUND.

37. 7 OPPORTUNITIES IN
HOTELCHAINS
WHAT YOU MUST IS
UNDERSTAND CUSTOMER FOCUS AND CUSTOMER SERVICE
FLUENCY IN ENGLISH !!!!! SPEAK A SECOND LANGUAGE.
LEARN HOW TO PRESENT YOUR IDEAS
UNDERSTAND NUMBERS AND BUDGETS.
UNDERSTAND THAT OWNERS WANT A RETURN ON THEIR INVESTMENT
NEVER STOP LEARNING.
HAVE A CAREER PLAN.
VOLUNTEER FOR CROSS TRAINING.
MULTISKILL
UNDERSTAND WHAT IT AND WHAT IT DOES TO OUR INDUSTRY.
CONTINUE TO LEARN ON YOUR OWN………...

38. 7 OPPORTUNITIES IN
HOTELCHAINS
BE PASSIONATE ABOUT PEOPLE….
IF YOU DON’T LIKE TO DEAL WITH PEOPLE . DON’T
GO INTO HOSPITALITY BUSINESS.
EVERY MINUTE OF YOUR JOB YOU WILL DEAL
WITH GUESTS OR EMPLOYEES AND YOU WILL
FIND
CHALLENGES EVERY DAY WHICH CHANGE EVERY
DAY.

39. 8 CULTURAL ISSUES?
Don’t generalize……..
Have a sense of humor………….

40. 9 Q & A
WHAT QUESTIONS DO YOU HAVE?