Improving Interdepartmental Communication in Hospitality Idustry : A Case Study of 4-5 Star Hotel Employees in Phuket

Abstract

This study aims to examine the key factors leading to improving interdepartmental communication in hospitality industry in Phuket. It specifically seeks to test and evaluate a theoretical framework which consists of certain HR practices affecting the improvement of interdepartmental communication that have been found from a literature review. The target population was full time 4-5 star hotel employees in Phuket. 600 questionnaires were distributed and 441 returned and usable that represented a response rate of 73.5%. The results showed that 4 dimensions of HR practices (team work, training, core values and personal development) exerted positive correlation with the interdepartmental communication. Hotels should focus on and maintain a positive organizational culture, provide more training for skills development of their staff and build-up team work atmosphere to ensure that their employees could work together with a higher level of interdepartmental communication. Based on the findings, it was concluded that there was a significant relationship between the types of hotel and levels of job position towards HR practices.