OTEL ÇALIŞANLARININ İŞ TANIMLARI KONUSUNDAKİ FARKINDALIKLARI ÜZERİNE BİR ARAŞTIRMA
A RESEARCH ON AWARENESS OF HOTEL EMPLOYEES ON JOB DESCRIPTION

Summary/Abstract: Aim: Directing hotel employees with sufficient and clear job descriptions increases the efficiency of HRM departments and affects the performance of the employee and the enterprise. This study aims to examine the knowledge of job descriptions of hotel employees from a multi-dimensional perspective. Method: In accordance with the qualitative method, data were obtained from 166 employees through a form of open-ended questions. In the analysis phase, mixed method was applied. Findings: Findings reveal that a significant part of the hotel employees do not know the concept of job description, while more of them do not know their job description. Those who do not know the concept of job description and those who do not know their job description are significantly the same people. Therefore, not knowing the job description may be result of both the personal lack of the employee and the lack of HRM practices in businesses. The perceptions of employees about the expectations of their businesses from them reveal a customer-oriented meaning. Communication skills and foreign languages stand out as the most critical job specifications. Communication is declared as the most favorite part of their business and negative attitudes of the customer are declared as the most disliked part. The most critical roles they play for their business are perceived as providing customer satisfaction and follow-up the internal processes and routine. Results: Hotel HRM officials should clear the uncertainty about job descriptions. Job descriptions should be clarified and employees should be aware of their job descriptions. In the implementation of HRM processes, it should be tried to cope with the preventive feature of the work density in the hotels and solutions should be developed within this scope.

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