The orientation of the work is developed in the environment of the main difficulties and technical-organizational limitations in the Housekeeping area of the Hotel Costa Verde, which slows the development of the established programs and procedures, designed to consolidate as well as promote practices and competitive values of the personnel in this area, in accordance with the new concepts of Labor Competencies.
The current demands of Human Capital and Tourism companies require a greater competitive level every day and for this it is necessary to carry out a diagnosis that allows the elaboration of the profiles of labor competencies of the key positions in said area. In this way, it is intended to achieve continuous improvement of the service in the hotel.
I. I ntroduction
Cuba has a great natural, historical and cultural potential, excellent for developing tourism; As it consolidates as an industry seeking customer satisfaction, it demands the use of modern approaches in Human Resource Management (HRM) to achieve compliance with the new challenges that are imposed and therefore requires a high professional level and the development of labor competencies.
A successful strategy in the management of Human Resources must take into consideration the constant change and continuous improvement in the provision of the service, the need to develop an image based on organizational improvement and excellence in the performance of its employees, with a focus on processes and on the continuous training of Labor Competencies.However, the implementation of a Human Resources Management System (HRMS) oriented to competencies cannot be seen as an end for the achievement of total quality, but as a means through which our entrepreneurs achieve the level competitiveness. The latest trends in Human Resources management are to consider the human factor as the fundamental resource of the Company, taking into account that the Business activity has been immersed in an environment that has imposed high challenges on it in recent years, so it has had to adapt quickly, modifying concepts, paradigms of its Business Management.
With the thesis proposed by the former Minister of Labor, Alfredo Morales Cartaya, on the design of a Human Resources Management System (HRMS) taking into account the development of the aforementioned labor competencies proactively linked in each management system and positions specific work of the organization, and put into effect by the Cuban Standards of the 3000 series, a higher technical-methodological stage has been reached, which allows companies to implement their own SGC and HRMS, in line with modern trends worldwide, which also facilitates the consolidation of the final objective of the Economic Resolution of the V Congress of the PCC on the Cuban state company, which is none other than the generalization of Business Improvement.
The implementation of any Subsystem within the Human Resources Management System, taking into account the NC-3000 Model, requires the preparation of an Initial Diagnosis, which allows comparing the current state of each subsystem separately, for the conception drawn up by the Cuban Standard to be able to design a Work Program, which must be known and adopted by all the people who make up the organization, in this case, the Floor area of the Hotel Costa Verde. This product requires highly competitive human resources due to the high level of service it imposes, as it is an installation designed for high demand tourism aimed at a high acquisition segment.
Main Objective of this Project, includes the initial diagnosis phase to determine the labor competencies in the Floor area and for it the fastest and most effective techniques were used to obtain the necessary results, that is, Interviews, Group work sessions, analysis of documents and reports, etc. tools, which, not because they are simple, no longer have the necessary consistency when obtaining information and validating the result. Organization chart of the area
Area mission
- The mission of this area is to provide cleanliness and order in the hotel, which allows a pleasant stay for customers according to their expectations.
Development:
SYNTHESIS OF THE DIAGNOSIS MADE IN THE HOTEL FLOOR AREA
Green Coast.
Methods, techniques and tools used for the diagnosis.
The techniques and tools used to carry out the Diagnosis were:
- The diagnosis, referred to the process of the Competencies of the ISO 3000 Quality Standard, was applied to the heads of the Housekeeper area (Annex 1). Subsequently, the interview was applied to the most qualified managers and officials in each of the positions in this area (Annex 2 and 3). Both the heads of the areas, as well as the more experienced workers, were part of the Competencies Committee, chaired by the Head of Human Resources. The main functions or tasks defined in the position qualifier (Resolution 66/2009 of MINTUR) were used as a reference, as well as other fundamental ones proposed by them for the efficient and effective performance of the same. From the interviews applied to the managers and officials, the labor competencies survey was prepared (Annex 4),so that question B identifies the fundamental function among the functions and in question C, which others are necessary.To determine the positions to be carried out by the competence profile, one of the fundamental processes of the hotel activity was taken into account. is Accommodation and within these the Housekeeper departments A random sampling was carried out in the Flat area, to apply the Functional Competences surveys to its workers, together with the Values survey (Annex 5). The population was chosen according to the “Sample Size Computation Program” where the current template for the corresponding period was taken.To determine the positions to carry out the profile by competence, one of the fundamental processes of the hotel activity, which is Accommodation, was taken into account and within these the Housekeeper departments A random sampling was carried out in the Floor area, to apply the Functional Competencies surveys to their workers, together with the Values survey (Annex 5). The population was chosen according to the “Sample Size Computation Program” where the current template for the corresponding period was taken.To determine the positions to carry out the profile by competence, one of the fundamental processes of the hotel activity, which is Accommodation, was taken into account and within these the Housekeeper departments A random sampling was carried out in the Floor area, to apply the Functional Competencies surveys to their workers, together with the Values survey (Annex 5). The population was chosen according to the “Sample Size Computation Program” where the current template for the corresponding period was taken.The population was chosen according to the “Sample Size Computation Program” where the current template for the corresponding period was taken.The population was chosen according to the “Sample Size Computation Program” where the current template for the corresponding period was taken.
The population and sample of each position was as follows:
Charges Population Sample%
Waiter 101 97 96.0
Procedure for the creation of competence profiles:
- Constitution of the Committees or working groups to determine the competencies, which were formed by: heads of the areas, workers with more experience and chaired by the Head of Human Resources Identification of the corporate purpose of the organization (fundamental purpose or mission) Identification of the work purpose of the area and position (fundamental function), by means of the application of the interview to the managers and officials, consultations with the experts and validation by the same. Development, application and evaluation of the instruments (interviews and surveys) to determine the work competencies of the profile Determination of the work competencies and their units by consulting the competence group in three rounds of validation Preparation of the profiles,by competences in a logical and hierarchical order, according to the degrees of development of knowledge and behaviors with their skills, using the methodology prepared for this purpose. (Pérez R, 2009)
Results of empirical inquiries
- In the position of Room Waiter, it can be seen that from a total of 97 respondents, we obtained 857 conformities for 98.2%, with 1.8% being the results of non-conformities. It was also found that the indicator with the lowest value of compliance was the control, while the rest had a positive result
Key position: waitress
- This area is one of the most important within the Apartment Department, given its importance, the Process was carried out for a greater understanding, Mission: Maintains order and comfort in the Hotel rooms, with hygiene, aesthetics, ensuring privacy of the clients and that guarantee a high degree of satisfaction as well. Purposes: Provide specialized service according to customer demand by type of process
Processes involved in the key position
- Room conditioning process l Forgotten object process l Check-out room process. Turndown service process. Room review process. Discovery process for Honeymoon.
Conclusions:
- This work reflects the model of the profile of positions for job skills of room waiter for the improvement of the selection processes, training, performance evaluation and work efficiency. The determination of the existing problems in the Hotel Costa Green referring to labor competencies is important for the identification of the organization's needs The determination of the indicators, based on their validation that characterize the labor competencies of room waiters, with the empirical and theoretical inquiries carried out, demonstrate the results obtained at work The elaboration of the model of the profile of the job skills positions of the room waiter allows a better control of job skills,manifested in the professional performance and the efficiency of human capital in a given period, through its evaluation to foresee what he needs in the immediate future according to the interests of the organization and clients.
Recommendations:
- Disseminate the fundamental ideas of this work, developing seminars and workshops. Develop training courses for managers and officials of the hotel areas referring to the profile model by labor competencies. Continue the work of elaborating profiles by labor competencies for the rest of the charges
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