Human Resources – Mengurus Manusia, Bukan Mesin
Departemen Human Resources (HR) di hotel sering disalahpahami sebagai bagian yang hanya mengurus absensi, kontrak, dan seragam. Padahal, HR adalah dapur emosi organisasi. Di sinilah keluhan karyawan, konflik jadwal, ambisi karier, hingga kelelahan kerja bertemu. Dalam industri yang beroperasi 24 jam, HR hotel bekerja seperti penyeimbang agar mesin layanan tidak berjalan dengan mengorbankan manusia.
Secara akademis, industri perhotelan dikenal memiliki tingkat turnover tinggi. Kusluvan (2016) dalam International Journal of Hospitality Management mencatat tingkat pergantian karyawan hotel mencapai 30–35% per tahun. Data Badan Pusat Statistik Pariwisata (2022) menunjukkan mayoritas pekerja hotel berada pada rentang usia 20–35 tahun, kelompok yang sangat peka terhadap keadilan, budaya kerja, dan peluang pengembangan diri.
Rina Sari, HR Manager hotel di Yogyakarta (wawancara, 2023), menyebut bahwa gaji bukan satu-satunya alasan karyawan bertahan. “Jadwal yang adil dan atasan yang mau mendengar jauh lebih berpengaruh,” ujarnya. Temuan ini diperkuat oleh riset Gallup (2020) yang menunjukkan bahwa hotel dengan tingkat employee engagement tinggi memiliki kepuasan tamu 21% lebih baik dibandingkan hotel dengan keterikatan karyawan rendah.
Kesimpulannya, HR hotel bukan sekadar pengelola administrasi, melainkan penjaga keseimbangan antara kepentingan bisnis dan kemanusiaan. Ketika karyawan merasa dihargai, layanan mengalir lebih tulus. Di hotel, tamu yang bahagia hampir selalu berawal dari karyawan yang diperlakukan dengan adil.
TIM
=======-
HUMAN RESOURCES: MANAGING PEOPLE, NOT MACHINES
The Human Resources (HR) department in hotels is often misunderstood as merely handling attendance, contracts, and uniforms. In reality, HR functions as the emotional kitchen of the organization. This is where employee complaints, scheduling conflicts, career aspirations, and work fatigue converge. In an industry that operates around the clock, hotel HR serves as a balancing force to ensure that service excellence does not come at the expense of human well-being.
Academically, the hospitality industry is known for high employee turnover. Kusluvan (2016), in the International Journal of Hospitality Management, reports annual turnover rates of 30–35 percent in hotels. Data from Indonesia’s Statistics Bureau for Tourism (2022) indicates that most hotel employees are aged between 20 and 35, a demographic highly sensitive to fairness, workplace culture, and career development opportunities.
Rina Sari, an HR Manager at a hotel in Yogyakarta (interview, 2023), stated that salary is not the sole reason employees remain loyal. “Fair scheduling and managers who listen matter far more,” she explained. This observation aligns with Gallup’s (2020) findings that hotels with high employee engagement achieve 21 percent higher guest satisfaction than those with low engagement.
In conclusion, hotel HR is not merely an administrative unit but a guardian of balance between business objectives and humanity. When employees feel respected, service flows more sincerely. In hospitality, happy guests almost always begin with fairly treated employees.
THE TEAM
