In the hospitality business, employee retention and low turnover is of utmost importance. Employees are the foundation of any successful operation. Employees provide direct communication with customers, support organizational initiatives, boost profit, curb losses, and build future success. Denihan is a hospitality company that began in 1903 as a dry cleaning company by Benjamin J. Denihan, an Irish immigrant (Denihan, 2011).
Denihan’s operations today have grown to include some of the industry’s best hotels and restaurants. To effectively implement employee wellness, management must first understand how to attract and retain the right employees. To seek the best form of hiring and find qualified candidates for Denihan, a research plan is put in motion. From rephrasing recruiting into research questions, to the specific instruments used for data analysis, the following is a summary of our findings. Senior management and stakeholders will find that our research supports a comprehensive recruiting plan with pre-screened applications, online personality testing, and personal structured interviews. Problem, Purpose, Research Questions, and Hypothesis
Denihan is focused on sourcing qualified employees, but top management is having trouble implementing recruiting strategies. Finding employees who fit well within an organization and provide excellent service for customers can be a difficult task for management, but it is a problem that needs to be addressed. The purpose of the project is to determine the best process to follow in order to find the most perfect employees. The research questions that will need to be answered are: What qualities should the employees have? How to find these individuals? What is the best way to hire these individuals? The hypothesis is that a combination of online pre-screening applications, online recruiting software, and personal interviews will assist in bringing in the most qualified employees. Instrument Used for Data Collection
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There will be several instruments used for data collection during this process. The primary source of data collection is a survey. According to According to McClave, Benson, & Sincich (2011), “With a survey, the researcher samples a group of people, asks one or more questions, and records the responses” (p. 15).
The survey will be handed out to 40 experienced hotel managers in the field. This survey will gauge best practices in hiring qualified employees. In addition to locally sourced surveys, online pre-screened applications will be administered to prospective employees. This software will weed out the applicants that do not provide the right answers, saving recruiters much time and energy.
Online recruiting software will help to draw in information about people who have shared their resumes with other companies in search for a job. This software finds individuals that have the qualities the company is looking for. If the applicants get passed these steps, they will be called in for a personal interview. This is a type of survey with one on one communication where the management will be able to ask questions to the applicant to get a feel for the type of person they are and whether or not they will be a good fit for the organization. Some examples of the self-administered survey include: What are the most important qualities for high level candidates in the hospitality industry? Rank 1-5, 5 being the most important, 1 being the least important.
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Types of Data Collected
The data collected from our research is qualitative in content. According to McClave, Benson, & Sincich (2011), “…qualitative data cannot be measured on a natural numerical scale; they can only be classified into categories” (p. 13).
A mailed and internet self-administered survey was given to experienced hotel managers around the country. This survey included opinions on recruiting techniques, best qualities in hew hires, best form of hiring, and best form of employee retention. This information is grouped into several potential responses with which managers would respond. This information is not numerical in nature. This data is more descriptive in nature with no relevant numerical figures. The data is then collected as physical copies and internet results. Then the data is coded based on responses. Level of Measurement for Variables
The independent variable is the online pre-screening application, and the dependent variable is qualified personnel, qualifications for the criteria should be measured objectively from the online application. If attitude were the criteria for qualified personnel it would be difficult to measure because of its many interpretations. Standard criteria set for the pre- screening application it will consist of a series of standard questions. These standard questions are based on job descriptions: How well you work with others
Job skills
Job knowledge
Experience
Education
The criteria should reflect necessary criteria to perform the job such as five years prior experience in hospitality. The criteria are measured as part of the selection process but necessary for the job. Data Coded
According to Cooper & Schindler (2011), “…coding involves assigning numbers or other symbols to answers so that the responses can be grouped into a limited number of categories” (p. 405).
Due of the different recruiting processes for new personnel, Denihan will need to code the results from the applicants responses in order to save time and money. During the coding process the questionnaires will have open-ended (do not limit responses) and closed-ended (simple answered, “Yes” or “no”) questions. However, because close-ended questions are simpler to code, the software will convert the open-ended questions into close-ended questions by setting multiple option questions. The options will be on what the company is interested to find from its applicants. These questions will be divided into each category (basic information, behavioral questions, salary, career development, and so on) that will be coded as well with letters. With this process, the collected verbal data is converted into variables and categories of variable using numbers, so the data can be entered into computers for analysis. Eliminating Data Input Errors
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Some common data input errors occur during the coding process. The survey initiated to experienced hotel management is coded into 5 categories. These categories are number from most valuable (5) to least valuable (1).
When this information is inputted for research purposes, the data can be coded into the wrong category. It is important to train the person coding the information that each category has its own definition and level of importance. In addition, people often make errors or mistakes. The survey will be inputted into an excel spreadsheet and tabulated in a computer and by hand to eliminate mistakes. Microsoft Excel can add up and group information quickly and accurately and catch any errors. In addition to human mistakes, the questions should be specific enough to code or track. It may be beneficial to conduct another research study in a month’s time and compare the results. This will give a broader sample and cross reference the data for any errors. Appropriateness of the Data
Combining the best methods, protocol and recruiting criteria together to find employees takes research and careful evaluation of data. Denihan has implemented instruments to pool data that could give the insight needed to make the recruiting more effective. The purpose of this study was to find out how to recruit the best candidates and how to retain them once they are hired. The data collected proves to be appropriate and meets the study’s purpose. Denihan has obtained quality information (data) that directly answers the research questions. Conclusion
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Making the best choices for a business whether it is about hiring, firing, or wanting to compete with others in your industry, the best results will come from having the right data. Qualitative and quantitative information will allow those who are in management to be better informed. Reliable data is responsible for strong business decisions. Proper research and statistical analysis provides Denihan with a clear understanding of employee needs. Having a clear purpose and goal will allow the right questions to be asked and the appropriate data collected. Denihan has taken necessary action to analyze appropriate data and set policy in place to find the best and brightest employees for their company.
References
Cooper, D. R., & Schindler, P. S. (2011).
Business research methods. (11th ed.).
New York, NY: McGraw-Hill/Irwin. Denihan. (2011).
The Denihan Story. Retrieved from http://www.denihan.com/SitePage.aspx?name=Our-Story-50th McClave, J. T., Benson, P. G., & Sincich, T. (2011).
Statistics for business and economics (11th ed.).
Boston, MA: Pearson Education, Inc.
