Dean's Office Official Model Question Paper

Strategic Human Resource Management (SHRM)

SHRM is the pattern of planned human resource deployments and activities intended to enable an organization to achieve its strategic business goals, linking people management directly to long-term competitive advantage.

Purpose of Job Analysis

To systematically collect, evaluate, and record information regarding the exact tasks, responsibilities, physical environment, and required human competencies (knowledge, skills, abilities) of a job, producing the Job Description and Job Specification.

Training vs. Development

• Training: Short-term, technical focus designed to improve specific skills required for the employee’s current operational job.
• Development: Long-term, broad educational focus designed to enhance conceptual and leadership capabilities for future managerial roles.

Halo Effect in Appraisal

A perceptual cognitive bias where a rater’s positive impression of an employee in one single dimension (e.g., exceptional punctuality) unduly inflates their overall evaluation across all other unrelated performance criteria.

Statutory Working Hours in Nepal

Under Section 28 of the Labor Act 2074, normal working hours are capped at a maximum of 8 hours per day and 48 hours per week, with mandatory rest intervals.

Employee Recruitment & Selection Process in Hotels

1. Job Requisition & Specification: Department head identifies vacancy; HR reviews current job description and competencies.
2. Sourcing Candidates (Recruitment): Advertising via digital hospitality portals, hotel website, campus recruitment at hotel management colleges, and internal transfers.
3. Screening & Resume Shortlisting: Filtering applications against baseline qualifications, language fluencies, and verified certifications.
4. Preliminary Screening Interview: Brief telephonic or video interview to assess communication clarity and cultural alignment.
5. Employment Testing: Technical food production trade tests, wine tasting assessments, or front-office situational tests.
6. Comprehensive In-Depth Interview: Behavioral and situational interviews (STAR technique) conducted jointly by HR and Department Head.
7. Background & Reference Verification: Contacting previous employers to verify conduct, integrity, and past tenure.
8. Medical Examination: Food-handler health screening (communicable diseases, hepatitis screening).
9. Formal Job Offer & Contracting: Issuing appointment letter with clear remuneration, job duties, and probation terms.

Behaviorally Anchored Rating Scales (BARS)

1. Concept of BARS:

BARS is an advanced performance appraisal instrument that evaluates employee performance against specific, observable behavioral examples (‘anchors’) along a numerical scale (typically 1 to 7 or 1 to 9).

2. Key Advantages over Traditional Rating Scales:

• Reduced Rater Bias: Evaluators do not guess vague traits like “loyalty”; they assess verified, observable behaviors.
• Clear Feedback: Employees understand the precise actions needed to advance from an average rating to an outstanding tier.

3. Practical Hospitality BARS Example (Front Desk Guest Check-in):

• Scale 7 (Exceptional): Greets guest by name within 15 seconds, anticipates room preference, completes check-in under 2 minutes, and personally guides guest to elevator.
• Scale 4 (Competent / Average): Greets guest politely, adheres strictly to check-in steps, but does not offer personalized room orientation.
• Scale 1 (Unacceptable): Ignores waiting guest while talking on telephone; makes errors on keycard encoding and exhibits visible annoyance.

Total Rewards Framework in Hospitality

1. Extrinsic Rewards (Tangible / Financial):
   • Base Salary & Overtime: Fixed monthly wages complying with national minimum wage benchmarks.
   • Service Charge Distribution: Equal distribution of the 10% statutory hospitality service charge.
   • Statutory Benefits: Social Security Fund (SSF) contributions, provident fund, festive Dashain allowance.
   • Non-Financial Perquisites: Duty meals in the executive cafeteria, laundry of uniforms, and subsidized staff transport.
2. Intrinsic Rewards (Psychological / Internal):
   • Meaningful Work: Pride in representing a renowned luxury brand.
   • Autonomy & Empowerment: Discretion to resolve guest issues independently.
   • Recognition & Status: ‘Employee of the Month’ accolades and peer commendations.
   • Career Pathways: Fast-track management trainee programs for ambitious high performers.

Industrial Relations & Collective Bargaining in Nepal (Labor Act 2074)

1. Right to Form Trade Unions: Employees have the constitutional and statutory right to form enterprise-level trade unions to protect labor rights.
2. Collective Bargaining Committee (CBC):
   • In enterprises with 10 or more employees, a Collective Bargaining Committee is formed by the union having support of more than 50% of employees.
   • The CBC submits demands in writing to management; bilateral negotiations must commence within 21 days.
3. Prohibition of Unlawful Strikes: Strikes in essential public utility services (including designated emergency facilities) require statutory notice periods.
4. Grievance Redressal Mechanism:
   • Any worker may register a written individual grievance regarding terms of service.
   • The employer is mandated to examine the grievance and resolve it within 15 days in consultation with the worker.

Comprehensive HR Turnaround & Retention Strategy

a. Diagnostic Assessment of the Retention Crisis

1. Supervisory Abuse & Psychological Insecurity: Authoritarian public reprimands destroy psychological safety, causing rapid burnout.
2. Perceived Inequity: Visible executive bonuses contrasted with unpaid overtime violates Adams’ Equity Theory, creating deep resentment.
3. Career Stagnation: Absence of internal promotion ladders turns the hotel into a training stepping-stone for overseas migration.

b. Dignity at Work & Anti-Harassment Framework

• Zero-Tolerance Policy: Codify verbal abuse, public shouting, and harassment as severe misconduct resulting in suspension and potential termination.
• Anonymous Whistleblower Channel: Establish a confidential digital grievance portal reporting directly to the CHRO.
• Supervisory Leadership Overhaul: Make 360-degree subordinate feedback 30% of each manager’s annual performance bonus.

c. Fast-Track Talent Development Pathway

1. Career Roadmaps: Create transparent job progression ladders (e.g., Commis III -> Commis II -> Commis I -> Demi Chef de Partie -> CDP) with clear technical prerequisites.
2. Management Trainee Program: Select top 10% frontline performers annually for a 12-month cross-departmental executive apprenticeship, fast-tracking them to Duty Manager roles within 24 months.

d. Comprehensive Retention Package

1. Longevity & Retention Bonuses: 10% annual retention bonus for staff completing two years of continuous service.
2. Subsidized Higher Education: Partner with local universities to subsidize executive BHM/MBA degrees in exchange for a 2-year service bond.
3. Flexible Shift Rosters & Mental Health Days: Implement digital shift-swapping apps and grant 2 paid ‘Personal Wellness Days’ per semester.