Issues in Human Resource Management within Hospitality Industry

This report discusses the contemporary issues in HRM in the hospitality industry, including the impact of globalization, workforce diversity and technology. It also includes a job description and person specification for a marketing executive role at Intercontinental Hotel, and the process of performance management to minimise staff turnover, identify training needs and enhance promotions.

Issues in Human
Resource
Management within
Hospitality Industry

Table of Contents
INTRODUCTION...........................................................................................................................4
TASK 1............................................................................................................................................4
Research and select three articles on the contemporary issues (Emerging trends)
associated with Human Resource Management in the Hospitality Industry and produce
your reflection.......................................................................................................................4
TASK 2............................................................................................................................................6
Design and develop a job description and a person specification from the range of
management positions within your selected hospitality organisation....................................6
TASK 3..........................................................................................................................................11
Process of Performance Management within your selected hospitality organisation to
assist organisation to minimise staff turnover, identify training needs and enhance
promotions...........................................................................................................................11
TASK 4..........................................................................................................................................14
Critically analysing and revising two existing Human Resources practices and policies.
..............................................................................................................................................14
Conclusion.....................................................................................................................................16
REFERENCES..............................................................................................................................18

INTRODUCTION
The human resource department of the company is considered as one of the most important
areas and the manager of the HR department is responsible for hiring the talented workforce for
the organisation (Khdour, 2021). The aim of this report is to analyse the different types of duties
which are performed by the HR management. The following report is based on the Savoy hotel
which is deluxe hotel and was opened in 1889 by Carte's family. The respective hotel
accommodates various types of quality services to their guest as this the main aim of the
company. The following report is going to discussed about the different types of contemporary
issues which is related to the HR management and the process of the performance management
which assist the respective company in reducing the staff turnover. This report also covers the
job description and a person specification for the chosen industry. Afterword’s, this report also
critically analyses the HR policies and practices in relation to the chosen organisation.
TASK 1
Research and select three articles on the contemporary issues (Emerging trends) associated
with Human Resource Management in the Hospitality Industry and produce your
reflection.
The hospitality industry is being considered as the most growing industry in the marketplace
and this industry contributes a huge sum of share towards the GDP. This emerging industry
provides excellent quality of services to their customers in the market. As employees is
considered as the back bone of the organisation that is why the role of the human resource
department is very important role within the firm (Haldorai, Kim and Garcia, 2022). Emerging
trends in the hospitality industry assist the HR department of the company in becoming more
productive within workplace. Following are the different types of contemporary issues and the
emerging trends which is associated with the HR department of the company in the hospitality
industry has been discussed below: -
 Globalization and its implications: -due to the rise in the globalization, different types
organisation is getting chance to expand their business all across the globe and this act as
an advantage for the all the individual who are playing in the market. If the human
resource department of the company wants to work in a very effective manner, then it is
very important for them to transform their thinking with the new emerging trends. They

had to coordinate with the company management which result in increasing their
revenues. As the hospitality industry is being considered as the service industry so HR
department play a very major role in this. It is very important for the manager of the HR
department to ensure the mix of employees and develop the different skills within them
so that they can easily handle the given projects and visitors. In the Intercontinental
Hotel, the human resource manager of the hotel ensures that whether the workers of the
firm are working in productive manner or not. It is very important for the HR department
of the company to develop the different types of mechanisms; this not only assist the
management in increasing their revenues but also help them in maintaining a competitive
position in the competitive market (Santhanam and et. al., 2021). Along with this, the HR
manager also responsible for developing and giving effective training to their employees
so that they become more productive. The HR manager not only motivates their
employees but also appraise them for their excellent work on continuous basis so that
they work hard and carry out the give task with utmost productivity. It is very crucial for
the HR manager to analyse the globalization and its changing trends and work with them
in order to generate more revenues in the market. To carry out all the activities effectively
and all the operation in smooth manner the manage have to work hard.
 Workforce Diversity: - this is being considered as the new and the emerging trend
which assist the organisation in performing their functions in a very effective manner.
Most of the employees are hire by the Human resource department of the company that is
why this department plays a very vital role for the Intercontinental Hotel. The talented
and skilful employees of the firm provide excellent quality of services to their guest. All
the strategies which are made by the management of the organisation is totally related
with the diversity of the workforce that is why employees are being considered as the
most important part of the company (Mahmoud, Al-Mkhadmeh and Alananzeh, 2021).
The manager of the HR department has to focus on increasing the revenue in the market
and for this they have to hire talented workforce within the company. On the other hand,
manager of the Intercontinental hotel has to coordinate with the different department of
the company so that they can hire the talent according to their need and requirement. It is
very important for the manager of the HR area to possess the different types of skills like
problem solving skills, coordination, communication skill and many more so that they

can carry out all the operations in a very proper manner in the hospitality industry. The
adaptability skill of the manager must be good because this assist them in adapting the
changes due to which they are able to create diversity within the workplace. With the new
emerging trends, they have to improves their abilities so that they can work effective in
the hospitality sector (Shoaib and et. al., 2021)..
 Use of technology: - the advancement in the technology is being considered as the most
beneficial and crucial emerging trend in the hospitality sector. It is very important for the
HR manager to change their view point on the new technological trends. New recruiting
methods must be adopted by the them so that they can effectively hire the excellent talent
for the firm. Business environment is very dynamic in nature and this is all because of
diversified need of customers. These technological trends assist the organisation in
working according to the preferences of the consumer (Yoopetch, Nimsai and
Kongarchapatara, 2021). The management of the Intercontinental Hotel attract its
customer towards their services with the help of new tactics and strategies. The first and
foremost objective of the respective hotel is to generate more and more revenues and this
can only be achieved by changing the way of thinking to carry out the duties by the HR
department. Different types of methods have to be identified by the manager of the HR
department to solve the workplace conflicts. Along with this, different online platform
can be utilized by the manager in order to recruit the talented workforce within the
company and the management of the Intercontinental Hotel also provide their services
online. The human resource department perform their different responsibilities in more
effective manner by using new technologies. If the training and development programme
are developed by the manager by utilizing new technologies then they can become more
productive within the workplace.
TASK 2
Design and develop a job description and a person specification from the range of management
positions within your selected hospitality organisation.
Job description:

Job description is basically a written document which not only gives the information
regarding the job but also give the information regarding the role and responsibilities. Scope,
duties, tasks, responsibilities and the condition of working is described under the job description.
The details of the skills as well as the qualification is specially mentioned in the job description
which have to be possessed by an individual to perform the job role (Farrukh and et. al., 2021). It
comprises of all the information that an employee needed to apply for the position and meet the
needs of the job. At the time of recruitment, the job description is used in order to inform the
applicants that what is the requirement of the job profile or what skills or qualification is needed.
A job description plays a very important role for the candidate as this display whether the job is
relevant to the applicant or not.
Intercontinental Hotel
Job title Marketing Executive
Purpose of the job The aim of the employees is to increase the profits of the
company by developing different types of sales and
development strategies according to the needs and wants of
the consumer. Effective marketing campaigns have to be
developed by the marketing executive of the firm in order
promote the goods and services (Kuhn, Meijerink and
Keegan, 2021). The executive must be creative and analytical
and have an experience of commercial and administrative
work so that all the responsibilities cab be fulfil. Along with
this, marketing executive have to coordinate with the
different department like research and development,
production, sales and distribution and many more.
Location London, England
Responsibilities and duties  Develops the effective marketing campaigns and look
over them.
 Conduct the research in order to identify the
customers for the brand.

 Effectively handle the promotional activities of the
organisation.
 Regularly distribute and compile the financial data.
 Overlooking the company websites and record the
data.
 Effectively coordinates in the events of the
organisation for the launching of the new product.
 Continuously monitor the performance of firm.
Educational Qualifications
 A degree of MBA in marketing and finance would be
accepted
 A degree of undergraduate in any sector from a well-
recognised university.
 Secondary education from with more then 50%
marks.
Required skills  Good team wok skill
 Must possess effective interpersonal and
communication skill.
 Adaptability skill to adapt the change easily
 Strong observing and planning skills for the firm.
 Must be creative and possess the problem-solving
skill.
 Basic IT skills and presentation skills
Person specification:
The person specification is basically the description of all the skill, knowledge and many
more which must be possess by an individual to perform the job. Form the job description the

specification of the person has been taken and these specifications must fulfil all the requirement
of the hiring process (Mingotto, Montaguti and Tamma, 2021). The specifications of the persons
are utilized in many phases like in short-listing of the applicants or in the personal interview. For
the recruitment process, the person specification act as an important tool as it assists in
communicating all the qualification and experience which an individual has and find a desirable
candidate.
The person specification assists the job seekers in evaluating themselves whether they are
suitable for the job role or not.
Basis Necessities or essential Desirable
Educational qualification  MBA from the well-
recognised university.
 Fluent in English
communication.
 Degree of marketing
and finance.
 Good knowledge as
well as understanding
of the international
trade.
Experience  An experience of at least 1
year in the similar field.
 Good experience in
maintain the public
relation.
 Experience of using
the PowerPoint for
making the attractive
presentation and use
of MS Excel.
 Good experience in
the field of export,
import, logistics and
data analysing.
Knowledge and
competencies
 Have a knowledge of
content management
systems.
 Constant Contact with
 Knowledge of export
processes in marketing
and finance

clients and relations
 Possess the google
analytical skill.
 Effectively develop the
social media marketing
campaigns and ensure its
effective working.
 Focus on the different
digital platform.
 Familiar with the local
areas of London.
Physical or sensory  Good observing skill to
effectively see the details.
 Effectively work form
outside the boundaries of
the company and also after
the working hour for
maintaining the relation
and sales
Communication Skills  Effective communicate the
services to the clients and
also represent to the
customers.
 Effectively develop the
plan and have the ability
to influence other.
 Effectively communicate
and write the English with
less grammatical errors.
 Excellent interpersonal
 Excellent in making
attractive PPT by
using MS office.
 Have an experience of
working with content
creators and the
customer interaction
jobs.

skill for maintaining the
relation.
 Excellent level of mental
ability skill.
 Have an experience of
developing the attractive
presentation for the small
and large group of people.
TASK 3
Process of Performance Management within your selected hospitality organisation to assist
organisation to minimise staff turnover, identify training needs and enhance
promotions.
Performance management may be defined as that process which assist in evaluating all
the activities that are carried out by the management of the company in order to achieve the set
goals. Individual and organisation are the two most important components of the performance
management (Yang, Kim and Kim, 2021). This is basically an ongoing process which comprises
of effective communication between the workers and the managers of the firm in order to
identify their performance. In context to the Intercontinental Hotel the manager of the company
measures the firm performance on regular basis. This not only assist them in taking the necessary
actions on time but also help them in controlling the negative aspects like threat and risk. When
the manager of the firm continuously tracks the performance of their employees then the
employee always feels encouraged and motivated. This helps them in growth and success of the
company. The process of performance management in relation to the Intercontinental Hotel has
been discussed below: -
 Planning: in this stage all the goals of the firm has been communicate to the employees
in order to effectively achieve them. The goals of the firm is shown in the job description
so that they can attract those employees who have the ability to attain these objectives.
When the employees are hire by the human resource manager of the Intercontinental

Hotel, they once again convey the goals to their employees so that they better understand,
after the completion of the training. The task is equally divided by the managers of the
intercontinental Hotel so that each and every employee perform with better productivity
and achieve the goals within the given time frame.
 Monitoring: in this stage the performance of the worker is monitor by the managers of
the company and they identified that whether they work according to the requirement or
not. They continuously track activities which are performed by them employees so that
they can easily compare with the set goals which have to be attain (Akkermans and et. al.,
2021). Specific software is used by the management of the Intercontinental Hotel in order
to manage the performance without any mistake. With the help of this software not only
the real time performance of the employees can be measured but also corrective measures
can be taken in order to improve the performance.
 Developing: - when the monitoring of the employee’s performance is done by the
managers in proper manner then the next stage came where the development of the
changes taken place. The collected data is reviewed by the managers of the company in
order to identify the mistakes which can be changes to achieve the set goals. In context
to the Intercontinental Hotel, trainings, assignments and various courses are provides by
them so that they can develop the better knowledge and alter activities.
 Rating: this is being considered as the most important stage of this process in which
manager of the company appraise their employees which motivates them. If the
employees work in productive manner, then excellent rating is given to them. In relation
to the Intercontinental Hotel, the managers of the company rate their employees on
periodically basis so that changes can be implement in their activities in proper manner
(Pavlatos, Kostakis and Digkas, 2021). In addition to this, 360-degree feedbacks process
can be utilized by the management in rating their employee’s performance, as this
process offer open communication opportunity between managers and employees
 Rewarding: -this is the last stage of this model which comprises of reward programs,
social recognitions and many more for the employees. Rewards and recognitions play a
very important role in motivating the employees which not only improves their
productivity but also improve their performance. In relation to the intercontinental Hotel,
the management of firm develops the regular reward and recognition programs within the

workplace so that employees always remain motivated and engaged in the hotel. This
improves the employee’s performance and the job satisfaction level.
Staff turnover is basically that proportion where the workers of the firm leave the
company. Employees is being considered as the most important aspects of the organisation.
There are different types of ways through which the staff turnover can be reduce form which
some of them discussed below: -
 Hiring the right people for the workplace: - the human resource manager of the
company is responsible for this activity. It is very important for the HR manger to recruit
only those employees which fit for the job because efficient candidates not only assist in
achieving the set goals of the company but also help in increasing the profitability
(Jaškevičiūtė and et. al., 2021). The human resource manager of the intercontinental
Hotel only selects the talented workforce and for this they follow the particular structure
in proper manner. On the other hand, proper training programme is developed by the
managers of the company in order to became their employees more productive within the
workplace. By giving them right set of training to the workers of hotel skill like
communication, problem solving and many more has been developed within the
employees.
 Prioritizing employee’s happiness: -it is very important for the management of the
company to make their employee always happy by developing healthy and happy
working environment because this improves their employee’s productivity. In relation to
the Intercontinental Hotel the retention rate of the employees within the organisation is
very high and this is only because of their fair practices (Luo and et. al., 2021). The HR
department of the company develop the different types of star programme for their
employee’s which assist them in retaining within the workplace. Along with this, they
also manage the different promotional activities for their workers which not only
increases the efficiency of the hotel but also increases the productivity of the employees.
The retention rate of the employees within the organisation is very low because hotel

group fails to develop the effective programme for their employees. It is very important
for the HR department to think out of the box which assist the hotel group in promoting
and motivating the employees within the workplace.
 Keeping up with the market and offer competitive salaries to the employees: -This
factor assists in minimizing staff turnover. By evaluating the market and providing
workers with competitive salaries assist the company in retaining the most worker.
Intercontinental Hotels uses the effective promotional methods to increase employee’s
efficiency and productivity in every way. An important role is played by the Incentives
in motivating the workers (O’Leary, 2021 ). This element allows employees to increase
their efforts and performance within the company. After achieving efficiency, employees
become more effective and help the company in increasing the revenue in the
competitive marketplace. Hotels may need to promote different candidates based on their
skills. This will be beneficial not only for the company but also for its employees.
TASK 4
Critically analysing and revising two existing Human Resources practices and policies.
Human resource practices
HRM department of the firm controls the overall efficiency of work within an organization.
This comprises of different types of business practices in management such as planning,
communication and organization. Human resources managers help organizations achieve market-
specific goals and objectives.
 Employee Conduct Attendance and punctuality: -This is being considered as the most
common staff practice. Human resources managers need to carry out fair and consistent
views on the existence of different workers within the hotel group. Intercontinental
Hotels' HR management uses technical software in order ensure the punctuality of
different employees of the company (Lee and et. al., 2021). The responsibility for the
work lies with the HR manager. The hiring of the Labour is the most important factor in
the hospitality industry. The staff needed to effectively accommodate the various guests
within the hotel and provide their customers with luxurious and excellent service.
Incentives and payments, on the other hand, are entirely based on the normalization of

workers within the company. HR needs to maintain their performs required by the hotel
group. Communication is being considered as the most specific skill that a HR manager
needs to practice. This assists the managers in organize their work in proper way.
 Knowledge sharing: -This is also the most major HR practices to ensure that all
important information and knowledge is shared in a timely manner within the
organization (Jones and Comfort, 2021). This improves the coordination and
collaboration that helps in improving employee’s performance. The Intercontinental
Human Resources Manager arranges meetings and sessions in order to communicate
crucial messages so that all staff members remain always updated. This provides
direction and creates a way for workers to effectively perform the assigned activities in a
specific direction. They use a specific database, so the data needs to be retained longer.
Intercontinental Hotel's Human Resources Manager shares innovative ideas, daily rules
and regulations, and general conditions to ensure smooth operation. To help an
organization achieve its goals and objectives, it is important that HR managers track
knowledge sharing practices.
Human Resource Policies
The policies of HR are designed to ensure that managers are effective within the
organisation. These policies are assisted in making the effective decision to balance the work. In
the hospitality industry, staff policy is crucial in every way. This will allow the hotel group to
operate effectively in the market. Policies assist the HR managers to perform their duties as per
the correct code of conduct.
 Employment Classification policy: - This policy has been recognised as portion of the
FLSA Fair Labour Standards (Sardar, 2021). This assists the company management in
deal with productive things that bring additional incentives and profits in the business.
HR management needs to fairly manage the performance of Hotel Group employees. In
the hospitality department, the HR management of the intercontinental Hotel Group
effectively fulfils the responsibility of the task. Employees who are productive in the
workplace receive a variety of incentives and benefits based on their performance.
Human resources managers should follow this guideline to rank their workers for the
productivity and efficiency for their organization. This policy classification comprises of

different types of workers, including full-time, part-time, and seasonal workers. The
management of the Intercontinental Hotel Group determines only the skills and abilities
of its employees (Wuen, Ibrahim and Ringim, 2021). The respective Hotel Group ranks
employees based on their working. With these policies and ways of working, the Hotel
Group is doing good in the competitive market. On the other hand, the company provide
the best service to various customers in the market. This effective employee handling
assists hotel groups to act more efficiently in the market.
 Safety and health policy: -With the help of this policy the management effectively
ensures that all employees in the organization can work without health problems. If an
employee feels sick or feels sick, the HR manager will immediately contact the doctor to
confirm safety. The Intercontinental Hotel's talent managers are subject to the Industrial
Safety and Health Act, which binds all organizations. This allow all hotel employees to
be feel safe and more comfortable at work (Khan and et. al., 2021). If any employee
suffers a work-related illness or injury, the HR manager will give the best solution to
make the employee feel safe. This will ensure the safety of workers and make the
working environment safer and healthier. All major decisions related to the health and
safety are made by the HR manager which assessing the work environment. It is very
vital in the workplace as it stabilizes physical and mental health and contributes towards
smooth operations of the activities.
Conclusion
From the above report, it can be concluded that an important role is played by the HR
department within the organization as it assists in carry out all major tasks. They support each
area of the firm in the best possible way so that they can work in effective manner and fulfil all
the requirements to reach their goals. All major issues and conflicts are solved by human
resource management in order to maintain proper dignity within the organization. This report
concluded the articles on new trends and new topics related to human resource management and
reflection. Along with this a job description has been created and personal specifications are
concluded in this report. The report also concludes concept of the process of managing
performance in the hospitality industry to improve promotion, minimize employee turnover, and
identify training needs. This report also describes human resource policies and practices.

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