Issues in Human Resource Management within the Hospitality Industry

This report discusses the challenges faced by HRM in the hospitality industry, including workforce diversity, globalization, and ever-changing technologies. It also includes a job description for a Front Office Manager in Omni Hotels & Resorts, and a discussion on performance management to minimize staff turnover and identify training needs.

ISSUES IN HUMAN
RESOURCE
MANAGEMENT
WITHIN THE
HOSPITALITY
INDUSTRY

Table of Contents.
INTRODUCTION...........................................................................................................................3
MAIN BODY .................................................................................................................................3
Researching and selecting three articles on the contemporary issues (Emerging trends)
associated with Human Resource Management in the Hospitality Industry and producing
reflection......................................................................................................................................3
Designing and developing job description in hospitality organization........................................5
Synthesizing the process of Performance Management within omni hotels and resorts to assist
organization to minimize staff turnover and identifying training needs and enhancing
promotions...................................................................................................................................9
Critically analyse and revise two existing Human Resources policies and practices................11
from omni hotel and resorts and communicate to all employees .............................................11
CONCLUSION..............................................................................................................................13
REFERENCES .............................................................................................................................14

INTRODUCTION
Hrm is the strategic approach which is mainly responsible for hiring, recruiting
and selecting candidates which is right for performing various task in company. Various issues
relating to human resource managements in hospitality management is compromising acquiring
various talented employees for working, retaining employees, globalization, ever-changing
technology and various other challenges faced in HRM in hospitality sector. Omni hotels rand
resorts recognized as the international luxury hotels, providing leisure services to large users.
This hospitality exists as for providing various services by establishing leisure destinations
related to accommodation, food and beverages and other facilities for providing satisfaction to
guests arriving at hotels. The leisure resorts is providing main four facilities as of establishing
signature restaurants, Wi-Fi connectivity and wellness options. This project report provide detail
relating to contemporary issues and emerging trends faced by the human resource management
in the hospitality sectors by researching and selecting three articles also providing refection.
Further, developing and designing the job description and person specification ranging form
various management position in company. Also, conceptualizing the concept of performance
management in omni hotels and resorts for minimizing the staff turnover also identifying the
needs of training and enhancing promotions. Lastly, providing details by analysing and
reviewing two existing human resource polices and practices for communicating employees and
existing in the company.
MAIN BODY
Researching and selecting three articles on the contemporary issues (Emerging trends) associated
with Human Resource Management in the Hospitality Industry and producing reflection
Selected at the trainee position in the human resource department in Omni hotels and
resorts by researching and selected three articles is about the issues comprising firstly,
workforce diversity is the challenges and issues faced by the human resource management in
company. The article name is the workforce diversity is Cultural Diversity and Indicated
Intercultural Implications in the Hotel Working Environment in the United Kingdom.
Workplace diversity in the hospitality management impacts the company operations and working
patterns as of managing various operations and services in hotels.
Workforce diversity are mainly consisting of belonging from different cultural
background comprising unique cultures and acquiring different characteristics. Being appointed

and selected as trainee in the leisure hotel, workforces diversity mainly recognized as challenge
for the human resource management in the company. As it hinders the hiring and recruiting
practices and processes adopted by the company. The workplace diversity is being arises by
retaining and recruiting bad talent for working in company. Also, when certain communication
issues operating at different level of team members arises diversity in workplaces which hinders
the team working. As when working with the different culture background and belonging from
different culture arises language barriers which impacted the communicating between various
employees working in the company at different levels as for providing various dine in services
and other accommodation services. Working with diverse workforce in company has impacted
the working patterns and arise various communication barrier as belonging from different
cultures.
As managing the workplace diversity is very important as it helps in supporting
employees equally working In company. For reducing the impact and managing diversity in
workplace, employees must be equally supported, must be appreciated and opinions must be
understood of all employees by taking suggestion in making decisions related to the
accommodation services and improving the services and guest experiences in better way. As
while working with diverse employees it impacts in both positive and negative way.
Furthermore, diversity in the hospitality in omni as team working it increases ambiguity and
complexity. The differences in opinions of employees working in the hotels increases complexity
and confusions as by taking decision to the Hrm. As For managing diversity in workplaces HRM
must comply and follow various policies and rules for managing diversity which helps in
achieving positive results. As managing diversity as for working in hotel helps in achieving goals
positively and also aid in increasing organizational performance by providing better guest
experiences and satisfaction.
As selecting and researching the second article for considering HRM issue,
Globalization impacting the human resource management is the recent trend. When company is
expanding its operation into the other countries as for providing better services related to
hospitality impacts the HRM. globalization impacts deeply as for managing the human resources
acquired form diverse culture and preferences working in company (MISHRA, 2022). For this I
must have to consider the various practices as for hiring and retaining employees as for working
and adopting new policies and procedures for working into global countries with new policies.

As it impact in positive also in negative way. In positive way it helps in creating better sales by
rapidly increasing the sales of services by diversifying the operation's of hotel at global level.
Also, it helps me in learning about the reducing the cost by acquiring various low cost resources
and Laboureur. Furthermore, it also increases the guests travelling, which helps in earning and
increasing profits of the company. Also, it helps in improving and advancing the products and
services provide by the company as with globalization leads to technology development which
helps in investing into new ideas and products for attracting by offering various new services by
the company. Negative impact of globalization is diversity in acquiring the workforce is major
impacts of globalization to the hotel. Also, various laws and jurisdiction adopted by the other
global countries impacting the decision-making of the human resource management in leading
the hospitality. For this company must follows al the latest laws and regulation related to forming
policies for the HRM and taking various decisions related to recruiting and selecting employees
for working in company. Furthermore, as due to globalizing challenge, HRM adopting the single
approach for training and developing employees for working efficiently in company does not
provide efficient working and achieving objective of the company. So for this hiring employees
while operating into different countries.
The third issues as of Ever changing technologies impacting the Hrm, as due to
digitalization and various new technical equipments and methods aids in adopting and recruiting
th staff personnels. With the advancement of digital technologies from reading the article I have
understood that digital technologies helps in providing various opportunities for working in
better way and performing various roles as in the hospitality management. As it helps in
advancing and developing various skills and attributes by adapting various tools for recruiting
and processing the employees as for working in the Omni hotels. Digitization and embracing
new technologies I have understood in taking and adopting the technology based learning as for
dealing and tracking the employees for reporting in the omni hotels and resorts. Also, with
digitalization it helps in compensating by adopting new payrolls options for simplifying
remuneration process (Jayabalan, Nand et.al., 2021). Thus, embracing new technologies in hotels
helps in efficiently working and aids in increasing efficiency of employees and various
personnels working a for serving the leisures services to satisfy guest arriving at hotels.
Designing and developing job description in hospitality organization
Job Title

The title of this job is Front Office manager.
Job Summary
These are the managers which are responsible for ensuring that the staff treat guests
courteously and also manage the guest services and administrative duties and their performance.
The job of Front office manager includes training to the receptionist for the preparation of work
schedules which compile of feedback reports. In this study it is important for the professional to
understand the team and the front office manager to make sure that the customers visit feel
welcome and well looked after the role that includes the overseeing employee schedules front
office staff training and perform the basic reconciling of receipts.
Job specification
For this job the organization is looking for a friendly, professional and customer oriented
front office manager which will join our team. This front office manager will make sure that the
customers are visiting and feeling welcome and are looked after properly. In this role the
inclusion of the overseeing employee schedules front office training and performs the basic
reconciling of receipts. The focus of this organization needs to be towards the people with good
skills and professional ability to have highly organized and successful front office manager
(Front Office Manager job description, 2022). It is the factor which is ideal candidate that will
have a previous customer services and office management experiences.
Responsibilities
The responsibilities of the front office manager includes the following,
 To support , train and supervise the front office staff in order to develop the increase in
the staff performance.
 The front office manager is also responsible for ensuring the customers related tasks
which are able to handle accurately and impact on the improvement of guests and their
experiences.
 For this job profile it is very important to manage the complains of the customers and
also other special requests of the customers. Hence, it is very important for the Front
office manager to have versatility in their problem solving methods.
 Front Office manager is also the person which is responsible for the scheduling staff
shifts and managing other HR related tasks. Hence, understanding the staff is also very
important for this manager.

 The front office managers has been seen to manage the stock and order office supplies for
including stationery and information leaflets (Shin, Perdue and Kang, 2019.). This helps
them to create new strategies for management of inventory.
 Front office manager is the individual who prepares monthly management report on the
customer feedback booking and cancellations. This is the factor that is considered to be
responsible for the management of the study that bring the success for the growth of the
hotel.
 The departmental budget of front office department is the factor which is considered to be
the responsibility of the front office manager which is needed to be followed very
effectively as it impacts the efficiency of the organization.
 It can be said that the updating files and records is the factor which is considered to be
responsible for the updating the files and records that the front office manager has to
maintain in order to create effective measures related to the operations.
 The role of Front office manager makes the business responsible for the handling all the
cash checking and credit procedures.
Requirements/Qualifications
Following are the specific requirements and qualifications of the Front office manager,
 High school diploma or an associates degree.
 Experience as a client services or management experience.
 Requires great interpersonal and communication skills which influences the learning of
the organization.
 Basic accounting skills are required for this job role.
 It is important to have the ability to remain positive and focus on fast paced environment.
 It is important to have good time management skills for gaining success and developing
strategies which bring success to the business.
 This job role also require good computer skills and the ability to learn skills and software
quickly.
 Professional appearance is helpful for the front office manager.
Company Summary

Omni Hotels & Resorts is an American Pvt Ltd international luxury hotel company. This
job description if for this company's branch in UK (Gebbels, Pantelidis and Goss-Turner, 2019).
The front office manager is the first department which comes in as the guest contact at the time
of guest arrival and the last department which is helpful for the hotel. In this department the
performance of the different functions such as reservations, receptions and registration room
assignment and bills settlement of the residents guest is the factor which is responsible for the
business towards the development and maintenance of a comprehensive database of guest
information and coordination for ensuring the guest satisfaction.
Performance Appraisal
Performance appraisal is a regular review of an employee's job performance and
contribution to the company which helps the company to influence the performance appraisals to
determine which employees have contributed the most to the growth of the hotel, progress and
reward high achieving workers. The performance appraisal of the front office manager will
consider the knowledge, ability and skill on the job (Hughes and et.al., 2018). The attitude
towards the work, enthusiasm, commitment and motivation will also be the factor of key
consideration while planning performance appraisal. Work quality is also a considerable factor
which will help the organization in gaining an attention to detail which is the going to affect the
volume of productivity output. The level of communication and interaction that the customers
makes for the skills and ability to relate them to others is the factor which helps the organization
to study the performance of the employee towards the teamwork. Benefits from the performance
appraisals system are,
 To ensure whether employees are aware of what is expected from them.
 For increasing the performance of the employees.
 Increasing the motivation in the employees.
 Identification of training and development needs.
 Identification of the potential for the organization.
 To award salary increase and performance related payments.

Synthesizing the process of Performance Management within omni hotels and resorts to assist
organization to minimize staff turnover and identifying training needs and enhancing
promotions
Performance management is being defined as the process which aids in using tool for
monitoring an evaluating performance of employees working in company. Managing
performance of employees helps in creating better working environment and ads in acquiring
various skills and abilities for performing and producing work with the best quality and working
in efficient manner (Werner and Balkin, 2021). Performance management system in the
hospitality aids in planning for training and providing feedback for improving performance of
various personnel. Also, it aids in adopting the various programs for advancements and
rewarding accomplishment of personnels performing various jobs in hospitality as for serving the
guest arriving at hotel. This tool is used by the hospitality management as for promoting
performance of employees as by proving feedback and ascertaining in supporting the ultimate
goal of the hospitality sector by developing plans and policies for gaining the employees
performance and adopting cations for improving them. The process of performance management
in the Omni hotel are as follows:
Getting right people : The first step in this process is Performance management process
start with getting right employees for working in accommodation and hotel services a for
performing various work in achieving objectives. Setting objectives for hiring employees for
working at specific roles as for serving the hotel by achieving objective of the omni hotels as for
serving large guest with providing the best luxury services and hospitality with providing
memorable experiences.
Performance plan: With the second step of Defining the performance plan helps in
defining about the deficiencies and opportunities for meeting the specific objectives. Designing
the plan by identifying the various issues and behaviours which needs improvement of
employees working in the Omni hotels (Jaworski and et al.,2018). With identifying the skill and
changing needs of behaviour of employees with providing proper reasoning and setting standards
for achieving the skills, also organizing training by identifying the needs for training and
developing employee. Setting plan for managing performance for hotels helps in achieving
objectives by aligning right employee for performing right job.

Setting performance management goals: This step of performance management
process in hotel and resort is for setting goals of managing performance of personnels working in
the hotels as for serving guest with providing leisure services of omni hotels. The main goals of
managing performance of employees working in hotels as for providing best and excellent
services with securing the hotel area, by providing professional services with friendly
atmospheres and maintaining proper facilities by using all equipments in optimum manner.
Setting Performance review system: Setting performance review systems as for
evaluation hotel performance based for addressing and assessing as per RevPAR it specifies of
the revenues per room available daily. With ADP helps in determining the average daily rates
and the OCC helps in evaluating average occupancy rate are mainly used in hotels for measuring
sales performance. Also, for assessing the financial performance of hotel operating into the
dynamic market adopting the KPI help in assessing the financial performance (Performance
Management and Performance Appraisal – Hotel HR Planning & Development, 2022). Further
more, with using the average length for staying at hotels helps in evaluating the financials
aspects and profitability of the rooms and accommodation services offered to guest arriving at
hotels. Moreover, of measuring the services excellence and health and safety concerns and
innovation with using the EHL advisory services help in evaluating the presence of hotel in
terms providing hygienic and clean surroundings also providing various standardizations and
luxury services according to prescribed standards and using technology.
Giving and receiving feedback: The ability as for taking feedback by taking reviews for
guest arriving at hotel and resorts as about the services and other facility provided by the hotel
as for satisfying guest with providing leisure experiences. As by taking feedback with
establishing website and reviews sections from the guest also taking feedback at the front
reception desk abut the post experiences while departure from hotel. Also, creating balance
scoreboard helps in effective achieving various perspective of hotel by providing best services
and satisfying guest arriving at hotels (Giannoukou and Beneki, 2018). Thus, by taking surveys
and giving feedback to employees regrading services provided to the guests with rating systems
helps in providing effective feedback for better services to employees in the future.
Assess hotels and employees performance management: The last step in process of
performance of hotels is By assessing employees with providing feedback and using various
tools helps in retaining and terminating various personnels which are not effectively providing

service in hotels (Tweedie and et.al., 2019). As by constructive coaching and managing
performance of employees working in company helps in achieving objectives effectively as for
satisfying consumers for proving the best luxury services. Also, by assessing quality of services
in functional and technical perspectives helps in improving the performance of omni hotel
operations.
Thus, adopting this process of performance management helps in reducing employees
turnover, also assist in supporting by identifying the training needs as by managing employees
performance and identifying the need of improvements for achieving business objectives
(Yoopetch, Nimsai and Kongarchapatara, 2021). It also assists in supporting and promoting
employees for working better in hospitality industry.
Critically analyse and revise two existing Human Resources policies and practices from omni
hotel and resorts and communicate to all employees
Human resource policies and practices helps in deciding plan and set of framework as for
managing the personnels working in company for achieving desired objectives. These policies in
hospitality help in deciding and providing security to employees working as for providing
various services for satisfying guests. These practices help in providing safety to employees also
aids in acquiring various skills and abilities for performing job on more effective manner. With
using various polices and practices helps in supporting employees and providing various growth
opportunities for developing career and aching objective of hotels and resorts. The two main
Human resource policy and practices used by the omni hotel and resorts are a follows:
Employee benefits : Employee benefits in hospitality sector helps to provide various
benefits to employees as by compensation and providing insurance benefits, educational and
training programs, as for acquiring necessary skills and abilities for performing various
departmental jobs in the hotel. Further, employees benefits helps in retaining and motivating
personnels working in Omni hotel and resorts as by fulfilling objectives and need of employees
for working in company (Mamorsky, 2021). Omni hotel and resorts are providing various
employee benefits including health and wellness helps in providing medical, dental, establishing
employees assistance programs and disability benefits to employees working in the hotels.
Further, providing the retirement and travelling as by providing flexible pending amount and
discounts offering to daily perks of employees working in the hotel as for visiting staying also

various preferring access tickets and specifying the unique perks paid time off and development
personal and professional.
Advantages Disadvantages
 Various benefits to employees working
in the hotel helps in effectively
retaining for working in the hotel as by
providing better services with guest
satisfaction.
 Helps in boosting morale of employees
for working effectively in the leisure
hotel.
 It also helps in increasing productivity
which results in effectively working as
by serving the hotel and resorts with
achieving objectives.
 Providing various heath benefits and
better working atmosphere for Woking
and offering various task reduces
absenteeism (Yoopetch, Nimsai and
Kongarchapatara, 2021).
 Help in better recruiting employees for
working and providing services in
hotels.
 By providing same benefits to
employees working in the omni hotels
is facing difficulty for keeping every
employees satisfaction and happy with
the specific benefits.
 Time consuming and rises cost mainly
of health insurances also other benefits
for providing various benefits to
employees working at different
department in Omni hotel and resorts .
 With changing of plans for providing
various benefits to employees hinders
accomplishment and investment by
ensuring negative results of providing
employees benefits.
 Providing various benefits to
employees personnels increases rivalry
as for working at same position, which
induces team working and creates
inefficiency of working in hotels for
providing leisure services.
Training developing practice
Omni hotel has been known for its effective performance which has been the factor that
has influenced the business to gain growth. Training and development is the HR practice that has
allowed this hospitality organization to influence its progress (Manthi, Kilika and Kimencu,
2018). This strategy of uplifting the skill set of the employees is an HRM practice and policies
which helps the business to increase the income and business rates. Despite the success gained

by this HRM practice this organization has to face major issues due to this practice and its
implementation.
Due to the training and development practices the business has to incur additional costs
which adds to its total cost. This cost can be ignored by this organization which will help in
increasing the profit margin. For the training and development the role of the trainer is the most
important. Hence, it is important to consider the quality of the trainer which will be the reason
for the development of the qualification that can impact the talented worker. Therefore, the
success of the training is never 100% successful all the times (Samwel, 2018). Training and
performance management is the practice which is considered to be responsible for taking the
crucial time of the management. In this time the employees can easily contribute towards the
daily operations which would have resulted in the productivity. Sometimes it has been noticed
that training and developing the new employees in the organization is a way in which Omni hotel
and resorts is able to help their competitors in the increase of the benefits and competition. This
can have a very bad influence on the growth of the business. The control over what the
employees are learning needs to be present in the organization otherwise it can be damaging for
the organization. This can easily turn out to be a negative influence towards the learning
practices.
CONCLUSION
From this project it can be concluded that the growth of Omni hotels and resorts in UK
industry depends on the HRM practices which it is able to introduce to its operations. In this
project the with the help of a research the contemporary issues have been identified as the
changing technology, diversification in workforce and globalization. This project has been able
to find solutions related to these contemporary issues which are related to the emerging trends in
the market. In this project a job description for the front office manager has been created which
highlights the requirements and responsibilities of the job role. This project has been able to
synthesis and conceptualize about the process of the performance management in the
organization for result of minimizing the staff turnover and training requirements. In this project
the two existing human resource policies have been discussed such as the employee benefits and
training and development. The critical analysation of these HRM practices have been made for
understanding the issues related to these practices and how they are affecting the Omni hotel and
resorts and its communication with its employees.

REFERENCES
Books and Journals
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commitment: the leaving process in hospitality. International Journal of Contemporary
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Giannoukou, I. and Beneki, C. C., 2018. Towards sustainability performance management
system of tourism enterprises: A tourism sustainable balanced scorecard
framework. International Journal of Global Environmental Issues .17(2-3). pp.175-
196.
Hughes, M., and et.al., 2018. Innovative behaviour, trust and perceived workplace performance.
British Journal of Management. 29(4). pp.750-768.
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incentives on part-time employees’ commitment. International Journal of Hospitality
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drilling companies in Geita, Shinyanga and Mara regions in Tanzania. International
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Shin, H., Perdue, R. R. and Kang, J., 2019. Front desk technology innovation in hotels: A
managerial perspective. Tourism Management. 74. pp.310-318.
Tweedie, D., Wild, D., Rhodes, C. and Martinov‐Bennie, N., 2019. How does performance
management affect workers? Beyond human resource management and its
critique. International Journal of Management Reviews. 21(1). pp.76-96.
Werner, S. and Balkin, D.B., 2021. Strategic Benefits: How Employee Benefits Can Create a
Sustainable Competitive Edge. The Journal of Total Rewards. 31(1). pp.8-22.
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online
Front Office Manager job description, 2022. [Online]. Available through:
<https://resources.workable.com/front-office-manager-job-description>

Performance Management and Performance Appraisal – Hotel HR Planning & Development.
2022. [Online]. Available through:<https://bngkolkata.com/performance-appraisal/#>