| المستخلص: |
يعد مفهوم تفويض العمالة إحدى التقنيات الإدارية التي انتشر استخدامها مؤخرا كوسيلة للتعامل مع متطلبات واحتياجات العمل العالمية وأسلوب لتفعيل الخطط الإدارية والنواحي التنظيمية بشكل عام وبقطاع السياحة بشكل خاص. ويهدف البحث إلى دراسة مدى فاعلية تفويض العمالة في صناعة الضيافة في مصر مع وضع منهجية واضحة حول طرق التدريب وأدوات تقييم فاعلية التفويض الممنوح للعاملين. أوضحت الدراسة عدم فاعلية تفويض العمالة كمفهوم في صناعة الضيافة، كما أثبتت الدراسة محدودية طرق تدريب العاملين على تطبيق ذلك المفهوم. لذا تقترح الدراسة مجموعة من التوصيات التي يمكن تطبيقها لزيادة فاعلية تفويض العمالة وتعظيم فوائد تطبيقه في الفنادق المصرية.
The concept of empowerment is one of the management techniques that is widely used as a way to deal with the requirements of global action and as a method for activating the management plans and organizational aspects in general and in tourism sector in particular. So this research aims at studying the effectiveness of empowerment in the hospitality industry in Egypt, suggesting a clear methodology of training methods and tools used for evaluating the effectiveness of empowerment. Methodology of the research depended on the Secondary data which were collected from previous studies, and The primary data collected through depth face to face interview with the front office, food and beverage, house keeping managers, in addition to training and human resources managers. Questionnaire form was distributed to a random sample employees in (25) five star hotels and resorts in Sharm El-Sheikh. The results showed that the participation of the employees in making decisions was confined to the routine and simple tasks. Empowering employee as a concept in hospitality industry relied on formal practice of empowerment, lack of employees training on making decision and resolving customers' problems. So the study recommended the necessity of increasing the employees participation in making the decisions and policies and following open door policy through the provision of adequate information and listening to complaints and problems that employees face. There must be a clear and integrated policy about empowerment. Also there is a need for designing training programs in and off the job to educate and train both managers and employees about the importance of empowerment in the hospitality industry. Also it seems necessary to find a written mechanism to evaluate the effectiveness of empowerment to the employees at close intervals and periodically. The ministry of tourism and hotel association should Support applying effective empowerment as being one of the quality limits.
|
