Human Resource Management for Service Industries

This project examines the key elements of human resource management in the hospitality industry, focusing on IHG Hotel as a case study. It analyzes employment law, employee relations, recruitment and selection, and training and development, and their impact on the effectiveness of service industry businesses.

Human Resource

Contents
Contents...........................................................................................................................................1
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
Covered in PPT............................................................................................................................1
TASK 2............................................................................................................................................1
Covered in PPT............................................................................................................................1
3.1 Job description and person specification...............................................................................1
3.2 Selection process of different service industries...................................................................3
4.1 Contribution of training and development activities to effective operation..........................3
CONCLUSION................................................................................................................................6
REFERENCES................................................................................................................................7

INTRODUCTION
Human resource management refers to the managing of organisation employees so that
they can assist company to take competitive advantage. The main function of this department is
to maximize employees performance in order to achieve pre set objectives. To understand the
concept of Human Resource in better way company, IHG is being selected for this report. The
main aim of this report is to understand role and purpose of human resource management in
hospitality organisation. The external environment analysis for company is being done in the
report. The assessment of current employment relations is being done for company. The
employment law have great impact on the management of human resource is also explained in
this report. The evaluation of aims of recruitment and different techniques used in recruitment
process is also explained in this report. The selection process of different service industry
business is also being explained in this report. Apart from this, the contribution of training and
development is also being discussed in this report.
TASK 1
Covered in PPT
TASK 2
Covered in PPT
TASK 3
3.1 Job description and person specification
Job description is the document which is provided to job applicants. This is outlined main
duties and responsibilities of the role for which candidates are applying. This is drawn by human
resource management of organisation to get right candidate for their vacancy. It is an essential
part of job process with the right information (Marler, 2012).The job description for IHG hotel is
discussed below:
Name of Company: IHG hotel
Department: Customer service department
Job title: Customer service executive
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Summary of Job:
In the hotel industry, customers care executive assist consumers in their booking related
concerns, checking availability status, pricing of hotel services, check in and check out facilities.
This also facilitate in the customized requirement of customers service (Hollenbec and Jamieson,
2015).
Key responsibilities:
The key responsibilities of customer service executive in IHG is being discussed below:
 Attending calls of customers for checking availability of rooms
 Taking feedback from customers regarding the services of hotel
 To manage customer losses of luggage and other goods
 To provide information regarding tourist destination to ask customers regarding their choices of food
Reporting relationship:
The reporting relationship for this post is, the executive have to report manager of
customer services. One has to report manager of hotel also.
Job specification
This includes the criteria for candidate for particular job. This is discussed below:
 the age of candidate must be between 21-30 years old
 The candidate must have graduation in hotel management
 A little bit of working experience in any industry would be beneficial the candidate must have skill to provide high level of customer services.
Desired Skill:
 Good inter personal skills
 able to handle customer needs
 Have pleasing personality (Budhwar and Debrah, 2013).
Process for development of job description
The documents are designed by human resource department of hotels. This involves the
rules and regulations of company and also includes information regarding the duties which needs
to be performed at job. The steps are given below:
 To prepare background collection for candidate and arrange requirement of organisation
which will help them to make a proper match
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 the job specification is developed regarding the appropriate candidate for given positon
 As job description is provided which includes duties to be performed by selected
candidate (Briscoe and Schuler, 2012).
 Evaluating job and candidate requirement collection of job analysis data framed so
perfect match can be found for particular post.
3.2 Selection process of different service industries.
The main aim of selection activity is to hire as suitable candidate who matches with job
description of company. There are different selection process techniques which can be used by
the IHG. These are discussed below:
Interviews:
This is a very common process in every industry. The interviews are conducted to check
both soft and technical skill of candidate for specific job. As this is considered as best tool for
selection as it enables the human resource managers to get check the candidate skills and
capacity properly and select the best candidate out of n number of aspirants. There are different
kinds of interviews are like stress interview, job related interview, acting the job role and
technical interviews. Now days interviews are being taken online and offline in both way.
Presentation:
As during the selection process candidate can be asked to prepare presentation and
present it to interview panel. This shows presentation skill of candidate and panel measures that
how confident is candidate while giving presentation. As this is an important skill which needed
for job roles in service industry.
Test:
The written test is conducted in interview process, to know technical and academicals
knowledge of candidate for particular post. They panel can take situation test also to know
whether candidate can face the situation or not.
Psychometric Test:
This test is considered as effective technique in this modern era, this assist to know the
personality and traits of a candidate. This test is very helpful to evaluate the attitude and
personality of candidate about whether candidate is fit for proposed job or not (Brewster, C.,
Chung and Sparrow, 2016).
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4.1 Contribution of training and development activities to effective operation
Training and development are key activities for the growth and success of company and
employees as well. This improves the productivity of employees and help in personal
development of employees also (Brewster, 2017). At IHG hotel staff are directed by seniors so
that works gets completed with effectiveness and quality. This is very helpful in improving
productivity of employees and enhancing skills and capabilities of employees. Training at IHG
hotel is being given by following methods, these are discussed as below:
On the job training Off the job training
 On the job training is given at
workplace and during the actual job
timing only. This is provided to the
employees who are new to company.
the different method like role plays,
lectures and case studies etc. Method is
used to give training.
 This type of training is provides at
outside the location of work and there
is no participation like on the job
training. This is carried by professional
experts. The methods of off the job
training is job rotation, job instruction
etc.
This kind of training are very popular now days as they provide great result to companies
and increase the productivity of employees and minimize cost for company. The simple
difference between the training and development is that training is for short time period and
development is for long term period. The training is related with job specification only while
development is related with overall development of employees. The importance of training to
IHG hotel is discussed below:
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This develops productivity of employees:
The IHG hotels hire employees for the full time duties. As training makes them capable
to fulfil their long terms goals and gain competitive advantage in the market.
Increase profitability:
As training is very helpful in increasing profitability of company. Training improves the
skills of employees and with improved skills they perform better and overall profitability of
organisation will be improved (Allen and Collins, 2013).
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CONCLUSION
In the conclusion it can be said that human resource management is an important function of
organisation. There are different role and purpose of human resource management in different
industries. The human resource plan is based on the analysis of supply and demand. This is
important to maintain a good relationship between employees and employer. There are some
employment related laws which affect the management of human resource. This is important to
have a job description and person specifications for hiring better employees for company. The
different industries select different kind of selection process. Training and development plays an
important role for effective operations in organisation.
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REFERENCES
Books and Journals
Allen, M. R., Ericksen, J. and Collins, C. J., 2013. Human resource management, employee
exchange relationships, and performance in small businesses. Human Resource
Management. 52(2). pp.153-173.
Brewster, C., 2017. Human resource practices in multinational companies. The Blackwell
Handbook of Cross‐Cultural Management, pp.126-141.
Brewster, C., Chung, C. and Sparrow, P., 2016. Globalizing human resource management.
Routledge.
Briscoe, D., Tarique, I. and Schuler, R., 2012. International human resource management:
Policies and practices for multinational enterprises. Routledge.
Budhwar, P. S. and Debrah, Y. A. Eds., 2013. Human resource management in developing
countries. Routledge.
Buller, P. F. and McEvoy, G.M., 2012. Strategy, human resource management and performance:
Sharpening line of sight. Human resource management review. 22(1). pp.43-56.
Hollenbeck, J. R. and Jamieson, B. B., 2015. Human capital, social capital, and social network
analysis: Implications for strategic human resource management. Academy of
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Jabbour, C. J. C. and de Sousa Jabbour, A.B.L., 2016. Green human resource management and
green supply chain management: Linking two emerging agendas. Journal of Cleaner
Production. 112. pp.1824-1833.
Marler, J. H., 2012. Strategic human resource management in context: a historical and global
perspective. Academy of Management Perspectives. 26(2). pp.6-11.
Pereira, C. M. and Gomes, J. F., 2012. The strength of human resource practices and
transformational leadership: impact on organisational performance. The International
Journal of Human Resource Management. 23(20).pp.4301-4318.
Popaitoon, S. and Siengthai, S., 2014. The moderating effect of human resource management
practices on the relationship between knowledge absorptive capacity and project
performance in project-oriented companies. International Journal of Project
Management. 32(6). pp.908-920.
Purce, J., 2014. The impact of corporate strategy on human resource management..New
Perspectives on Human Resource Management (Routledge Revivals). 67.
Yawson, R.M., 2013. Systems theory and thinking as a foundational theory in human resource
development—A myth or reality?..Human Resource Development Review. 12(1).
pp.53-85.
Online
Difference between on the job training and off the job training. 2018. [Online]. Available
Through:
<https://keydifferences.com/difference-between-on-the-job-and-off-the-job-
training.html/>
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