Human Resource Management

This document provides an overview of human resource management, including its purpose and scope. It discusses the definitions of HRM, the 'Best Fit' method vs. 'Best Practice', and the hard and soft forms of HRM. It also covers workforce arrangement, PESTLE analysis, recruitment, and the effectiveness of key elements of HRM. The document analyzes internal and external factors affecting HRM decision-making and includes HRM practices for receptionists training.

University
Human Resource Management
By
Date
Name

Human Resource Management
Lecturer’s course number
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Contents
Introduction:................................................................................................................................................4
LO1: Explain the purpose and scope of human resource management:.......................................................5
Definitions of HRM by Canary Wharf firm:............................................................................................5
The ‘Best Fit’ method against. ‘Best Practice’:.......................................................................................6
The hard and soft forms of HRM:............................................................................................................7
Workforce arrangement:..........................................................................................................................8
PESTLE analysis:....................................................................................................................................9
Recruitment:..........................................................................................................................................11
LO2: Evaluate the effectiveness of the key elements of Human Resource Management:..........................12
Different HRM practices:......................................................................................................................12
Job and office design:............................................................................................................................14
The flexible organisation:......................................................................................................................15
Performance and recompense:...............................................................................................................16
LO3 Analyze internal and external factors that affect Human Resource Management decision-making,
including employment legislation..............................................................................................................18
LO4 HRM practices for Receptionists Training........................................................................................22
References:................................................................................................................................................27
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Introduction:
Leadership relics the utmost tactics followed by most associations. Management lingers one of
the finest approaches that get utilised for the management of recruits. The course of management
also improves support for workers regarding getting information about what they are doing.
A business’s achievement relies on their worker performances as well as employment and the
procedures of teaching which managers of human resource management perform. The
employment and selection method aspires with the HR section where they make engagement of
well-organized staffs. The viable labour marketplace creates a catalogue of rewards within a
company which can be manifest as an efficient company.
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LO1: Explain the purpose and scope of human resource management:
Definitions of HRM by Canary Wharf firm:
Main tasks performed by Canary Wharf firm: The important purposes of HRM of the firm
consist of:
 Benefits and Reimbursement: The human resource department of Canary Wharf
focuses on the profits and compensations of the company. One of the main purposes of
the HR department of a company is to observe the profit level of the organisation and
evaluate the compensations of the employees (Beeton, 2008).
 Establishing a relationship between worker and work: If the employees of a company
do not love their work, then the growth of that particular company will stop eventually.
HRM of an organisation makes a positive relation between the workers and their works.
They try to motivate the workers towards their work.
 The growth of human resource: This is another vital purpose of human resource
department. They try to expand the growth of human resource and assess the
development of HR.
 Human resource arrangement, employment, and assortment: Staffs are the most
valuable assets of an organisation. HRM of a company helps to select the employees
appropriate for the company. They select the employee criteria, arranges meetings, takes
examinations of the candidates and then selects the perfect candidate based on their skills
and proficiencies.
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 Human resource study: HRM does a lot of studies and researches for the benefit of the
firm. They assess the market position, study the business growth, examine the products to
maintain the reputation of the company.
 Safety and wellbeing: HRM of an organisation also focuses on the health and safety
issues of the employees. They make sure that their employees don’t get injured in the
workplace.
Activities:
The actions of Canary Wharf firm comprise:
1. Expansion of a methodical acquaintance about the business plans, traditions as well as the
Canary Wharf firm’s strategies.
2. Acting as a counsellor.
3. Initiate modifications and alterations and play the job of a catalyst and connoisseur.
4. Establishing an excellent communication among each person present inside the office of
Canary Wharf firm.
The ‘Best Fit’ method against. ‘Best Practice’:
Best Fit Best Practice
Best Fit method believes in recompense
schemes which ought to be associated
with that of the plans of the corporation
Best Practice affirms that some HRM
guidelines will contain recompense plans
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Best fit consequences in success of
competitive advantage for the business In this method, the HRM escorts to
improved obligation of recruits as well as
high inspiration to the workers
The hard and soft forms of HRM:
Hard form of HRM:
Here the recruits get utilised as a resource for a deal where a strong connection is recognised
with that of the preparation of commercial business (Beeton, 2008). In this replica, the HRM
would considerably focus on the requirements of employees and supervise and employ experts as
per the Canary Wharf firm requires (Dominici, 2009). The main features of this model are given
below:
o Short-term amendments in worker count
o Less contact with the superior authority
o Enough reimbursement regarding safeguarding and employment of staff
o Appraisal relying on the attitude of employees
o Much a high constitution of business
o Suits Autocratic style of leadership
Soft model of HRM:
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In soft HRM model, all the workers obtain a conduct of being one of the chief assets of the
Canary Wharf firm and longer a cause for maintaining the Canary Wharf firm in a spirited edge.
Indeed they are indulged as persons, and subsequently, all their necessities get designed
accordingly. In this replica, the HRM would appreciably focus on the requirements of workers as
per their tasks and jobs with extra profits of incentives and reward schemes (Dominici, 2009).
The main aspects of this model are given below:
o Tactical attention on arrangement of long-time labour force
o Regular and sturdy contact in both areas
o Rewards associated with presentation with a vigorous reimburse structure
o Employees are confident as well as authorised for seeking designation and taking
accountability
o Flatter business structure
o Democratic leadership approach is best for Soft HRM
Workforce arrangement:
Varieties of labour marketplace:
Types of company Varieties of labour authority market
Central part (Large organisation
with a control of business as well
as an aptitude to )
Sovereign Primary Subsidiary Primary
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Control recruits; paid
workers both of industrial
and certified fields
Production staff who
frequently acquires
unionised by contending
with unification
Side-line (Competitive however
small companies offering a facility
to construct a first-rate plan in
advance)
Dexterity Secondary
These are extremely trained
inhabitants who are usually
unionised by dexterity union
Low proficiency, minor job
sanctuary with high earnings
for a probability of
improvement. These are in
fact dead-end works
PESTLE analysis:
Political: The development of an organisation depends upon the political environment of a
country. These political issues include fraud, outside employment rule, labour decree,
Government strategy, tax guidelines, political constancy, trade limitations, etc.
Economic: Economic issues are very essential for a company to expand their business. The
economic issues comprise discarding incomes, financial growth, trade rates, increase rates, the
charge of interest, redundancy rates, etc. If the financial growth of a particular area is slow, then
the profits and the income of organisation will suffer.
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Social: Social factors of an organisation include age division, career approaches, population
intensification rates, health perception, protection emphasis, etc. If the approach of the workers
towards the customer is not better, it will present the incorrect picture about the firm and will
destroy the company image (Dominici, 2009).
Technological: Technological aspects of a company depends upon the level of modernism,
mechanisation R and D movement, technical awareness, technical changes, skill incentives, etc.
Legal: The legal aspects comprises patent and copyright laws, service regulations, anti-trust
commandments, health and security laws, intolerance laws, etc.
Environmental: Success of a company depends upon the environmental aspects of a country.
These environmental aspects are weather conditions, atmosphere change, environmental rules,
demands from NGO's, etc. Problems done by the atmosphere cannot be controlled to any
industry, but one must avoid opening stores which are parallel to such natural threats.
The inside labour marketplace: Domestic labour marketplace, is an organisational entity
within a company where outlays and labour allotment gets administrated by managerial actions
and regulations.
Analysing earnings: The customs with which worker revenue can be estimated has been
revealed below:
o Checking the proceedings of HRM for including the overall numbers.
o Employee revenue tax gets analysed with terminated workers (DUNLEVY, 2007).
The result of authorised and dictatorial frameworks: The outcomes of these frameworks are
given below:
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 Protection of workers from unreasonable intolerance inside their office.
 Protection of worker funds in their retirement fund.
 An owner is required to offer his member of staff a position with the safe and clean
atmosphere.
 HRM will be mounting policies to guarantee that recruits and supervisors are attentive
about the constitutional limitations as well as aware of the different techniques of dealing
with the impending defiance.
Recruitment:
Sources of employment: External vs. Internal employment:
External Recruitment Internal Recruitment
External recruitment takes a position when
HRM group of Canary Wharf is appointing
from an external resource such as through
commercials, organisations, etc.
Internal recruitment takes a position when the
HRM group of Canary Wharf firm looks for
appointing recruits from appointments of their
presented workforce.
Selection:
Reliability and strength as important standards: Reliability and strength are main factors of a
selection process.
Reliability: Consistency can get calculated by the test-retest method, equivalent or alternate
structure technique and split bisects processes. It essentially refers to performances of attaining
steadiness with the dimension of the frequent exercise of their main term (DUNLEVY, 2007).
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Strength: Strength includes types similar to, content legality, standard validity and assembling
validity.
LO2: Evaluate the effectiveness of the key elements of Human Resource Management:
Different HRM practices:
The various models of assessment have been given below:
1. Hamblin Model of Assessment
2. Warr’s Framework of Assessment
3. Kirkpatrick’s Design of Assessment
4. Premier's and Virmani Model of Assessment
5. Peter Bramley's Model of Assessment
The usefulness of the several training assessment models:
 At Canary Wharf firm, responsibility is guaranteed with the assessment. The different
training models control the assessment process.
 Checking the price competence of guidance programs.
 Feedback to the course of education as well as for the instructor.
The efficiency of work and job place device, and recompense scheme: Job and office plan
and recompense scheme at Canary Wharf firm would be ornamenting the following:
 Augmentation regarding production: The firm increment their employees based on the
productivity of their work.
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 Improvement of turnout: The reward system of Canary Wharf firm improves the yearly
turnout of the company.
 Employee preservation gets enhanced: Rewards and acknowledgement boost an
employee to work more effectively. It ultimately enhances the growth and reputation of
the organisation (DUNLEVY, 2007).
 Employee confidence gets better: Reward system of a company motivates their workers
and enhances their confidence level. This way the employees can face any challenges and
overcome any barriers confidently. This method ultimately helps the organisation to
expand their business everywhere and also to maintain their market position.
The value of flexible association and flexible operational choices: The recently employed
Flexible functioning agenda at Canary Wharf firm, not only reinforced the worker dedications, as
an alternative it also improved them in managing circumstances which may be verified risky for
the business functionality. It essentially aggravated them in functioning wonderfully with a
constructive impact on the result. In short, this process helps the workers to work flexibly at the
workplace.
Training and its requirements and delineation with expansion: Development and teaching
remain the major issue for the finest functioning of HRM. Canary Wharf firm comes across the
progression of training and growth as one of the necessary actions (Mamula, 2012). Their
different structures are:
 Induction guidance
 Training on work tutoring
 Refresher guidance
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 Vestibule guidance
 Apprenticeship education
In nowadays teaching or guidance situates as one of the convenient methods which help out
workers in conveying perfection to their rank of proficiency. It enlarges their competence with
an additional benefit of raising their efficacy towards what they are working. The expansion, on
the other hand, involves changes that get constructed for the expansion of a worker.
Job and office design:
Reward administration:
Extrinsic prizes: Extrinsic rewards are the strong remuneration systems which executives offer
to the recruits regarding additional benefits, disburse rises as well as extra profits.
Intrinsic prizes: These are the generous bonuses which get volunteered expressively towards
the workforce. That is, these are the comment letters or inspirational quotes acknowledged by a
member of staff on the conclusion of a winning project.
The connection among motivational speculation and payment: According to the premises of
Content and Process, enthusiasm remains a process with which a person’s thinking method gets
inclined and improves them in attaining their target more flawlessly. It can be monetary and non-
financial. For the earlier, the association would be formulating reimbursement because of their
work while for the second, non-financial, admiration develops the worker performance.
‘Maslow’ sets a presumption where supervisors would be redirecting their thoughtfulness in
proffering a balancing fair affiliation with the personnel. ‘Herzberg’ sets forward a conjecture
where he talked about a couple of desires for every worker. Such are:
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 Motivation aspect
 Hygiene issue
For instance, Canary Wharf firm make the exercise of Maslow’s and Herzberg’s speculation
where the previous recommends that accomplishing one rank will be encouraging them in
attaining the next level. In this corporation, recompenses remain one of the major motivators
where every worker get a prize for conquering achievement of their assignments.
The flexible organisation:
The various kinds of flexibility are:
 Numerical flexibility: Numerical flexibility is the capability of the company to regulate
the amount of labour to congregate variations in demand. It consents to an association
regarding rapid reaction to the ecological adjustments of working employees.
 Structural flexibility: structural flexibility technique employs the arrangement of the
competence pattern to make indices that enumerate the capability of an organisation to
react to inconsistency in its surroundings.
 Functional flexibility: The skill of an association to move workforce to other tasks or
duties inside the corporation. Functional flexibility reproduces an organisation's capacity
to acclimatise to shifting conditions and necessities and is influenced by matters such as
education, administration, and outsourcing. Through this method, workers can quickly
get rearrangement to newer actions and responsibilities.
Replicas of flexible businesses: Handy Shamrock’s administration theory utters that the primary
side stands for a multi-skilled group consisting of administrators, technicians and experts who
would fundamentally be enduring the business productively. The next side is the contractual
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periphery as non-central actions would get constricted to those companies such as Canary Wharf
firm which concentrates inefficient contact. The third side is the flexible personnel that would be
prepared up of recurrent, provisional and part-time human resources. The outline has been given
below:
Pe
rfo
rm
an
ce
and recompense:
Production supervision and techniques used to supervise worker performance:
Methods exercised for observing worker performances are given below:
 Punctuality: problems with punctuality signify a worker is not doing their work to their
full perspective, and a pessimistic attitude might also be upsetting their colleagues.
 The quality of job: The timely completion of projects to the desired standard is a key
indicator in measuring employee performance (Mamula, 2012).
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Human Resource Management
 Check their attitude: A dreadful manner will often evident itself in disobedient
activities. Again, this is investigative of a person who is improbable to meet their work
objectives.
 Review own presentation: Most companies have a proficient dress policy suitable to the
job and business culture. Workers who ignore those outlooks and present a messy or
casual appearance replicate deficiently on the company’s image.
 Carry out a customer review: The penalty of poor worker performance will be
eventually evident them in consumer service. A client assessment can swiftly classify
issues with persons.
Types of reimbursement and recompense system:
Intrinsic vs. Extrinsic recompenses: Intrinsic prize explains the fulfilment which a worker is
receiving after closing a duty is named as principal payment while extrinsic is the periphery, cash
and promotional profits.
Economic vs. Non-economic prizes: As the name entails financial reward is gratifying with
cash while non-economical potentially are on the clearance of any association. A non-financial
prize, in fact, encourages the worker in getting more involved towards their presentation and
working.
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LO3 Analyze internal and external factors that affect Human Resource Management
decision-making, including employment legislation
The employees are one of the important stakeholders of an organisation who are controlled and
managed by the human resources management of the organisation. On the other hand, with the
help of employment relationship is an essential factor to run the organisation successfully.
Employee motivation is playing an important role in the employee relationship and employee
satisfaction. In this report, the role of Human Resource management will be explained through
analysing various internal and external factors of the business environment. Apart from that, in
this report, the significance of employment legislations like anti-discrimination, data protection,
diversity, equality, and health and safety issues will be evaluated. Also, how internal and external
business environmental factors are influencing the decision making the process of human
resource department will also be justified by proper argument and justification. Moreover, a
proper strategy will be suggested to human resource management to improve employee
engagement in an organisation.
Role of employee motivation
According to Maslow' motivation theory, the employee performance can be boosted through
sufficient motivation of the management. Also, the human resource management of an
organisation needs to apply and motivate their employees by implementing some useful
strategies such as reward strategy. The relationship between employees and management of an
organisation will be stronger through effective motivation theory. Apart from that, with the help
of the employee motivation, the human resource management of an organisation can effectively
increase personal skill, ability and adaptation capability of the individuals. Furthermore, without
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motivating employees, an organisation cannot meet its desired aims and objectives. Thus, human
resource management of an organisation needs to motivate their employees to improve
organisation performance.
Factors of employment legislation
In order to minimise the impact of legal hazards, an organisation needs to follow some
mandatory rules and regulation which significantly measured by human resource management of
an organisation. Besides that, some important employee legislations are anti-discrimination, data
protection, diversity, equality, health and safety which controlled and measured by human
resource management of an organisation. Also, data protection is one of the significant
legislation which includes personal information about employees, employers and customers. The
human resource management of an organisation needs to protect and secure the information and
data to eliminate unwanted circumstances and legal hazards. On the other hand, maintaining
equality in the workplace is one of the fundamental duty of the human resource management of
an organisation. In other words, human resource management of an organisation needs to focus
on human rights and similar job and facility distribution among the employees. Apart from that,
health and safety is another significant legislation factor for human resource management of an
organisation. In other sense, human resource management of an organisation needs to focus on
the health and safety issues by which en employee can work freely inside the organization.
Factors of external business environment
There are different types of external factors influencing the human resource management of an
organisation such as political factor, social factor, technological factor, economic factor,
competition and legislation. Each and every element includes special significance which
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influences the decision making the process of human resource management of an organisation.
Apart from that, the political factor includes various types of administrative rules and legislation
which are needed to follow and obey by the human resource management of an organisation. In
addition, due to political reference and legal pressure, the HR managers are pressurised to select
employees who might not have effective skills and ability to perform the job. On the other side,
the economic factor includes exchange rate and currency value which control the financial
stability of an organisation. Besides that, in the case of the low economy, human resource
management of an organisation unable to provide enough salary to their employees which make
a conflict between management and employees. The social factor depends on individual
behaviour and attitudes, and human resource management of an organisation needs to follow
strategic social dimensions for actually select and recruit employees. Thus, in the case of high
competition, the human resource management of an organisation can analyse the skills of
recruited candidates who should stand by and increase the sales of the organisation.
Factors of internal business environment
Regarding internal business environment factors which mainly includes compensation, employee
relation and management structure of an organisation. Besides that, these three factors have the
critical significance which directly influences the decision-making process of human resource
management of an organisation. Along with that, compensation is a critical requirement of the
employees which needs to be paid by the organisation in order to make good employee
relationship with employees. Thus, human resource management of an organisation needs to
focus on the employee rights and deserved facility to be provided. Besides that, employee
relation is another significant factor of the internal business environment which includes a solid
bonding among management of an organisation and employee unions. In addition, by providing
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the proper working environment and allocated facility, human resource management of an
organisation can increase the level of employee satisfaction which directly influences employee
relation. Moreover, the management structure is one of the critical factors of the internal business
environment which only can measure by effective human resource management. Along with that,
the HR managers only have the selection and recruitment authority which helps to select efficient
employees in the organisation. In addition, the management structure is controlled and managed
by the members of a board of directors. Thus, the HR managers need to satisfy these famous
people by selecting qualified employees. However, the people who are being appointed by
recruitment and selection process of human resource management of an organisation only can
lead the organisation towards success. Besides that, the structure of the management is depended
on employee performance and skills of HR managers (Mamula, 2012).
Factors that influence decision making process of human resource management
In order to define the significance of decision-making process of human resource management of
an organisation, a contribution of HR managers and employee relation both are playing an
essential role. The human resource management of an organization has various types of roles and
responsibility to perform successfully in this competitive market. Thus, with the help of human
resource management, an organisation can achieve its desired goals and objectives. Apart from
that, by appointing skilled and efficient employees, the HR manager can increase the revenue of
the organization. Besides that, the factors of decision-making process are resources of
information, engagement of employees, and employee relation. Also, each and every part of the
decision-making process includes personal significance which measures the performance of the
organisation. Apart from that, in the decision-making process of the organisation, the opinion of
the human resources management is playing an essential role. Besides that, regarding termination
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of an employee which is an important and critical decision of an organisation that would not
approve without consulting with human resources management. Along with that, the HR
managers of human resource department of business have knowledge and idea of the behaviour
of all employees because one of the major responsibility of HR managers are employee’s activity
observation. With the help of the HR managers of human resource department of business, the
activity of the employees can be recorded and observed which can be utilised in further decision-
making process.
LO4 HRM practices for Receptionists Training
Accor Hotel is one of most workable five-star hotel which grabs the best possible business
experience. A receptionist might face challenges and issue in the workplace which might be
normal, and reasonably before receiving the position into the Hotel. Obviously, novel sorts of
operations in a wide range are consolidated into the Accor hotel, and with the help of effective
training session, different opportunities can be gathered to make the pledge and prepared skill. In
addition, the receptionist needs to do self-preparation for training. Also, the most imperative
parts and commitment which a receptionist required with a particular objective to evaluate
notable job performance.
Role of Human Resource management
With the dedication of Human resource management and HR manager, the training session could
be improved, and a receptionist will gain active lesion. Other than that, the human resource
management also records the performance chart of the appointed receptionist. Likewise, Accor
Hotel in like manner engages an opportunity to get learning in some operational activities, for
instance, reservation management, front office or reception, room service and specialist services
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(PARKS, 2012). Along these lines, Accor Hotel sufficiently includes Personal Development
plans for the newly appointed receptionist.
There are different types of challenges and problems might be occurred while dealing with the
customers. Besides that, the customer satisfaction is one of the large issues which can be
considered as the remarkable assessment since it incorporates pressurised and irritating working
environment. Subsequently, Accor hotel is one of the distinguished and international hospitality
hotel chains which consolidates an enormous size of customer comfort. Another important issue
is that a receptionist is not allowed to express aggravation or disillusionment while managing
clients in the front work zone. Thus, once a customer is managed insufficiently, the repulsive
impression was made in the cerebrum of the customers which remains for a long extend. Often,
the human resource management of hospitality industry unprepared to control their operational
activities because there are diverse sorts of workplaces joined the service business. Similarly, the
departmental coordination is especially required to restrain the impact of challenges of the
service business.
As demonstrated by Personal Development Plan which is a part of a training program of Accor
hotel, a receptionist needs to focus on the challenging issue related with customer devotion.
Moreover, with the help wise social capacities and work inclusion, a receptionist could meet the
craving of a customer in a suitable and exact way.
 Ensuring the most bewildering rate of consumer devotion and customer poverty
 Diminishing the rate of errors and threats for the Accor hotel and work contribution.
 Receiving new ability over dealing with the customs (Simkin, 2000).
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 Redesigning current yields from training experience which improve the execution of
Accor Hotel.
 Displaying proper educate while filling in as understudy or understudy.
The HR manager would give interactive lessons to a receptionist who helps to extends quality
and skills of the learner for prospects of the legitimate accomplishment. Instead of that, the
Accor hotel prepared to see most gifted and fitting receptionists through the training process.
With the help of effective training session, the inside competency and chances are pushed ahead.
Besides that, various sorts of deployment channel will be cleared for career expansion for a
receptionist, and in this circumstance, Accor cabin can successfully develop the relationship with
a receptionist. Thus, the HR management has prepared to enlist the understudy in coming future
with the help of different sorts of inspections in training session. Along with that, the hotel
management can enhance the execution of expert courses by carefully observe employee’s
progress and development. Also, it gives a splendid opportunity to introduce inventive
considerations and thoughts. With the help of training sessions, the receptionists can collect the
information about the legal culture and increase their experience and knowledge about their
professional workplace. A substantial segment of the relations began the penetrating projects
remembering the ultimate objective to research the sufficiency of receptionists.
Personal development plan
In the training process, the employees who are selected by the human resources should complete
the personal development plan program. In addition, this personal development plan program
includes some critical training programs which help a receptionist to deal with the customers in
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reception. Along with that, the specification of the personal development plan program will be
discussed below:
Communication Training: in order to satisfy a customer, the receptionist needs to determine the
requirement of the customer trough effective communication skills. On the other hand, the HR
manager would appoint a trainer who will provide effective communication training to the
receptionist. With the help of effective communication skills, a receptionist can provide suitable
and accurate information to the customers. In this session of training, the receptionist will learn
how to communicate with the customers. Moreover, the trainer would record the remarks of the
process and inform the human resource management of Accor Hotel (Simkin, 2000).
Personality Training: the receptionist is directly presenting the repudiated image of the Accor
Hotel in front of the customers. In other words, a receptionist needs good quality personality and
smart behaviour which can impress the customers while communicating. Apart from that, in this
part of personal development plan program, the Human resource management of Accor hotel
will appoint the person who will develop the attitude, sense, behaviour and personality of the
receptionist. Moreover, with the help of the personality development, a receptionist can more
effectively satisfy customers. In addition, most of the customers desire a smart and intelligent
person in reception who able to provide more information with the quality approach. In other
words, a receptionist can impress a customer through smart approach and behaviour.
Problem-solving thinking: it is the most important part of the Personal development plan
program of Accor hotel. This phase of training includes some critical management skills and
strategy implementation assumption which help a receptionist to resolve the complaints of the
customers successfully. In addition, with the help of this training session, a receptionist able to
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learn how to meet customers satisfaction in difficult circumstances (Sprandel, Hubbard and
Chalmers, 2011).
Recommendations
As demonstrated by current reports, Accor Hotel offers a great edge of customer service with the
help of convincing supervision process. In addition, Accor Hotel consolidates a high ground as
its tremendous brand value in the competitive market of the hospitality business. On the other
side, Accor Hotel can manage a whole relationship with their worldwide customers through
consistent communication structure which is the crucial bit of consumer reliability. Besides that,
the relationship between a receptionist and the management is moreover affected by
receptionist's performance which can be improved through the effective training session. Along
with that, the HR management of Accor Hotel needs to focus on the relationship with customers
and receptionist which can be easily extended by appointing capable receptionists to proper HR
management. Therefore, the essential of training parts of receptionist decides the since they hold
their personality in different areas of customer satisfaction process. Moreover, practical training
sessions enable a scope for receptionists to gain some necessary aptitudes and boundaries which
are the common factor of consumer realism. These sorts of behavioural systems of the
receptionists can be considered as capacity, uniqueness, creativity, ability, skills and
perspectives. Besides that, the customer promise and customer support are critical segments of
the consumer satisfaction. The management of Accor Hotel needs to focus on their Human
resource governance structure that provides essential training to the employees for dealing with
the customers successfully and meet customer expectation. The HR manager needs to focus on
the activity and development of the employees for successfully perform as a skilled perfectionist
through their training session.
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References:
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Dominici, G. (2009). From Marketing Mix to e-Marketing Mix: a literature overview and
classification. International Journal of Business and Management, 4(9).
DUNLEVY, K. (2007). Selected Social Marketing-Related Abstracts, Internet Resources, and
Books. Social Marketing Quarterly, 13(3), pp.74-84.
Mamula, T. (2012). Role of marketing metrics in strategic brand management. Marketing, 43(1),
pp.49-61.
PARKS, W. (2012). The Gordon Research Conferences, AAAS. Science, 119(3094), pp.3A-3A.
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