Issues in Human Resource Management within Hospitality Industry

The report discusses the contemporary issues in HRM in the hospitality industry and provides insights on how to minimize staff turnover, enhance promotions and identify training needs. It also includes a job description and person specification for management positions within Premier Inn and conceptualizes the process of performance management within the hotel.

Issues in Human
Resource Management

Table of Contents
Introduction......................................................................................................................................3
Main Body.......................................................................................................................................3
Select and research three articles on the contemporary issues (emerging trends) in the
hospitality industry associated with human resource management and produce in your
reflection.....................................................................................................................................3
Develop and design a job description and a person specification from the range of
management positions within the Premier Inn............................................................................6
Conceptualise and synthesise the process of performance management within Hotel Premier
Inn to assist organisation in order to minimise staff turnover, enhance promotions and identify
training needs..............................................................................................................................8
Critically revise and analyse two existing human resources practices and policies from
Premier Inn Hotel and communicate to all employees.............................................................10
Conclusion.....................................................................................................................................12
References .....................................................................................................................................13

Introduction
Human resource management is the practice of hiring, managing, recruiting and
deploying employees of an organisation. It helps to achieves organisational, social and individual
objectives. Issues in human resource management are many such as gender and disability, cash
and compensation plans, performance appraisals, restructuring, professional training, privacy
issues, race, recruitment and employment issues, employee responsibility etc. It is the duty of
human resource to overcome from these issues and work done in an organisation effectively and
efficiently. In the present report, Premier Inn is taken into consideration which is the UK's largest
brand with more than 800 hotels and 72000 rooms and is a British limited service hotel chain. It
was founded in 1987 as travel inn by Whitbread in order to compete with travelodge. In this
report, at first the three articles will be selected and research will be done on contemporary issues
(Emerging trends) related with human resource management in the hospitality industry and the
reflection will be produced (Bauer and et.al., 2019). Apart from this, job description and person
specification will be designed and develop from a range of management positions within Premier
Inn. In addition to this, the process of performance management within Hotel Premier Inn will be
conceptualise and synthesise in order to assist organisation to minimise staff turnover, enhance
promotion and identify training needs will be done. Furthermore to this, critically analysis and
revise will be done by taking two existing human resources practices and policies from Hotel
Premier Inn and communicate to employees.
Main Body
Select and research three articles on the contemporary issues (emerging trends) in the hospitality
industry associated with human resource management and produce in your reflection.
Article 1
From the article 1 I have the gained the knowledge about the contemporary issues in the
hospitality industry. As in the recent years the hospitality industry has faced many challenges
and issues. Some of them are global emerging market, unavailability of capital, shortage of

labour and skills, technology and social media, evolving customer expectations among others
etc. As I got to know that in the recent years hoteliers and investors have increasingly made
aware about the environment and in hotel development and operation how the social life impacts.
In the hospitality industry it is difficult to measure the sustainability because of the dynamic
nature the business environment faces various challenges (The 4CI’s (Contemporary Issues) in
the Hospitality Industry, 2015). According to the article I think the increase in fixed cost is the
major issue with varying and reducing revenue streams. As it has to deal with payment of bills,
sustaining different facilities and salaries which can be managed by human resource
management. Due to change in season the hotel industry faces fluctuations in business. The
human resource management can fill the vacancy of the appropriate candidate and can help in
minimising the employee retention. Employment of manager by human resource management is
the important and most common method in order to monitor the blogs and social media and
respond them accordingly if appropriate. The main challenge that the company faces is to
determine when and how to respond the without generating a feeling of defending a company
against its customers. According to me I have analysed from the article 1 that Human resource
department plays an important role in recruiting and selecting the appropriate candidates and
providing the training and development programmes so that it can overcome from various
challenges which a hospitality industry faces at the time of perating its function effectively and
appropriately.
Article 2
From the article I have gain the knowledge and got to know about that how COVID 19
pandemic has compelled the professional of HR in order to handle the fluctuations at workplace,
critical business priorities and harness the latest technologies. It helps to promote the diversity
and inclusion. In the hospitality industry it also provides the positive experience to its employees.
It should believe in equality and treat every employee of the organisation equal and no
discrimination should be there (TOP TRENDS IN HUMAN RESOURCE MANAGEMENT IN
2021, 2021). In the hospitality industry I have learnt that human resource manager should
cultivate critical thinking, digital skills and soft skills. The HR personnel look for combination of
all the three of power skills in the workforce so that work can be done appropriately and able to
fulfil the organisational goals and objectives effectively and efficiently by proper utilisation of

resources. According to me each and every employee must have the soft skills like creativity and
emotional intelligence so that they can well communicate with the customers in the hospitality
industry and able to provide the best services to them. An important part for the human resource
management in an organisation and also in the hospitality industry is to provide employee
wellness programmes to all the employees working in any industry because the tress levels of
employees has increased rapidly which is quite dangerous. It is the duty to engage, build
motivated and loyal employees who cared for and nurtured. According to me I have read in this
article that the most challenging part for any human resource management from any industry that
to hire talented and creative employees. So that it helps the organisation to order to achieve the
target and goals effectively and efficiently with proper utilisation of the resources. They can train
the workforce or employees with augmented reality and virtual reality which helps the to
increase the hand on experience and employee growth. I believe that the younger generation now
a days prefer to balance its work life with telecommuting and flexible schedules. As now a days
employees quit 9-5 work schedule jobs. In the hospitality management it is necessary to have the
good communication skills as they need to talk to its customers politely and ability to solve the
problems and it is the duty of HR to recruit accordingly.
Article 3
In this article I have analysed and learnt that the human resource future is based on the
three great event that has changed the way we work, play and live. At first the emergence of tech
savvy generation which calls themselves millennials which include them in Gen Y and Gen Z.
As the technology has been rising day by day and we are living in a generation where all the
information and transactions are done digitally. Especially at the time of COVID it plays an
important role in many industry and also in hospitality industry (Emerging trends in human
resources in tourism and hospitality, 2021). Terms such as personnel management, HRD, labour
management and HRM are expired and instead of this talent management to indicate the age of
creativity and specialisation. In order to define new normal of working the term innovation and
disruption are the mantras of this era. I believe that innovation in technology and adopting the
latest technology is very important in today's world and in hospitality industry also as it maintain
low touch and fewer people. According to me it is important to empowered the front-line by
multi skilled, self managing, white collar knowledge workers who have soft skills,

communication skills and exceptional tech. Employee relation will be stress as on priority on
health and safety, stress management, managing diversity, employee assisting programs, for the
women employees providing day centres, welfare, work life balance etc. In order to provide
training and development programmes to employees is an important part which helps the
organisation to increase the morale, highly motivate them in order to get success. As they help to
provide resources centres equipped with online courses, presentations and electronic books
which is very helpful for hospitality industry also especially at the time of global pandemic. I
feel that it is important and necessary as many employees loose their confidence.
Develop and design a job description and a person specification from the range of management
positions within the Premier Inn.
Job Description
It refers to the written informative documentation which states the tasks, qualifications of
job, duties and responsibilities based on findings of job analysis. These are usually narrative and
used either in the process of recruitment in order to inform the candidate about the requirements
and job profile. In order to evaluate the performance of employees it is also used in the
performance management process. Premier Inn hotel is looking for management position to keep
the work in the organisation or hotel friendly and effectively work can be done in order to
achieve the goals (Braga and et.al., 2021). They need to take the responsibilities and manage the
duties regarding sales, customer services, accounting and business development. It also include
monitoring budgets, managing personnel, evaluating the performance of hotel, collecting
payments etc. The various duties, expectation and responsibilities need to be performed by the
hotel managers:
 In order to improve customer services they need to conduct regular evaluations and
monitor employee performance.
 Register and welcome the guests once they arrive.
 Maintain records of funds, expenses and budgets and collect payments from customers.
 In order to promote to promote the hotel amenities and services the managers need to
create and apply a marketing strategy effectively and appropriately (de Souza Freitas and
et.al., 2020).
 Analyse the performance of hotel and ensure compliance with safety and health rules.

 Provide effective training, recruiting and supervising staff in order to get the work by
employees efficiently and appropriately.
 Take part in financial activities including setting budgets, establishing room rates and
assigning funds to different department working in hotel.
Person Specification:
It is the description of skills, selection criteria, qualification, knowledge and experience
which a candidate must own in order to perform the job duties effectively and efficiently for the
organisation. It makes the process of interview more streamlined and refined from the start and
before applying to post vacancy jobseekers able to access themselves and understand how they
are suitable and fit for the role (Islam and et.al., 2022). In context to Hotel Premier Inn, they
require a hotel manager who have the knowledge, intelligence, skills, abilities and leadership
skills which will going to help the organisation in selecting the most suitable and appropriate
candidate for the position vacant. It includes the following qualities and skills which is
necessarily required in an organisation to get the work done smoothly and efficiently and able to
achieve the goals effectively by making proper utilisation of resources are given below: Punctuality: It is one of the most important quality which is required in the hotel
manager. In order to get the work done on a particular time it is necessary for the hotel
manager to be punctual and manage the things accordingly. Being a Great Motivator: They must have the ability to encourage, inspire and motivate
the employees working under them. Building and cheer leading their team so that work
can be calmly and effectively. Being a Great Collaborator: The managers of the hotel need to collaborate regularly and
widely with their team in order to prevent future problems and improve or correct the
existing problems (Kim, Wang and Boon, 2021). Being a great Listener: A Premier Inn Hotel requires a good manger who will
understand the values of listening to their staff members in order to help the workforce or
staff members learn and develop and understand their concerns. Ability to Communicate At Every Level: In hotel the wide variety of people work and in
order to communicate with various people the manager must be comfortable in
communicating at different levels. It is important to interact which can enhance the
customer service and seen as a chance for growth.

 Ability to Educate And Share: The managers must have the ability to share valuable
knowledge, speaks in the easy language which can be understood by every employee and
teach the core values and skills of the hospitality industry.
Conceptualise and synthesise the process of performance management within Hotel Premier Inn
to assist organisation in order to minimise staff turnover, enhance promotions and identify
training needs.
Performance management is the process in which employees and managers work together
to monitor, review an employees overall contribution and work objectives to the organisation. In
order to assist the organisation the process of performance management by the human resource
management which helps to minimise the staff turnover, enhance promotions and provide
training and development programmes in order to get the work done in an organisation
effectively and efficiently by proper utilisation of resources (Knoll and et.al., 2020). In context to
Hotel Premier Inn, it is important for the human resource management to manage the
performance of its employees effectively and solve the problems if any arises.
Minimise Staff Turnover: It impacts on company profitability. As it is important to have
the employees with the right and required skills to execute business plans and objectives. The
human resource management team of Hotel Premier Inn can minimise the staff turnover hiring
the right candidate for the position. Closely monitor toxic employees at workplace because toxic
employees often blame others, undermine colleagues, gossips and always look out for
themselves. It is very important for the human resource department to monitor these kind of
employees working in an organisation. It need to pay attention to employee engagement it can
focused on meeting their emotional and social needs and manifest them in different ways such as
provide them free food, interesting physical spaces, annual company's trip and many more. They
can develop and define the corporate culture in the organisation. By these methods it will help
the Hotel Premier Inn in minimizing the staff turnover and work can be done in an effective way.
Hotel Premier Inn gets good and efficient staff which increases the company's profitability and
build brand image (Legge, 2020). It ensure before recruiting that what kind of employee they
want for the company and made the recruitment and selection process accordingly so that they
can fill the vacant position with the right candidate appropriately.
Enhance Promotions: In order to achieve the organisational goals and objectives it is an
important part to keep the employee morale high and motivated. It can be done by giving

promotions and appraisals at a regular interval of time. The employee satisfaction can be done on
the factors like compensation and promotion. The process of performance management in Hotel
Premier Inn is that it provide promotions to its employees for the great work they are doing for
the company. Give appraisals, incentives and other benefits to its employees so that they can stay
longer in an organisation to work effectively and efficiently and able to provide best services to
their customers (McCann and Allen, 2021). By this it increases the morale and motivate them
towards the workplace so that they can provide best solutions and solve the problems of their
customers if any arises in an appropriate manner. In order to enhance promotion they can
increase the performance by giving them recognition and rewards which help to boost and
motivate the employees and able to work for the company with full enthusiasm. It significantly
increases the job satisfaction and creates a sense of fairness among employees.
Identify Training Needs: It plays an important part in any organisation and specially in
the hospitality industry. As the competition and rapid development is increasing the hotel
industry. The service quality level is totally dependent on the qualities of employees and these
are linked to skills, experience, knowledge, competence etc. which helps in the development of
hotels. In relation to Hotel Premier Inn, it is duty of human resource manager in the process of
performance management as to identify the training needs and accordingly provide or conduct
the training and development programmes on the regular basis. It will help the organisation as
employees can increase their efficiency, increase in innovative services and strategies, increase
the capacity in order to approve new technologies and methods. Employee's motivation can be
increased apart from this morale and pleasure of work can also be increased in an effective
manner (Oluwatayo and Adetoro, 2020). Training is not important in increasing productivity but
it inspires and motivates the employees by giving them all the importance and make them
understand importance of their job. Hotel Premier Inn identifies and provides training to its
employees by applying innovative ideas so that it can be benefits to the management, workers
and organisation. They train their employees through activities, organises conferences, seminars
outside the hotels or sometimes out of the country. As by this it creates excitement among
employees and they feel well prepared to complete all the tasks effectively and efficiently related
to performance management. After completion of their training the hotel provide professional
certification after clearing theory and practice tests. After identifying the needs of training it also
provide on the job training programmes where manners, principles and rules of work,

interpersonal relationship treatment techniques are taught effectively. It is necessary for the hotel
industry to know at least English so they provide foreign language training.
Taking Feedback: It is an important process of the performance management to assist
the organisation the human resource managers need to take the feedback of employees and
customers. It is the specific information given to the employees which communicates how the
behaviour of employees is affecting at the workplace. It can be emotional or factual based on
behaviour, reaction and observation (Park and et.al., 2021). In the Premier Inn Hotel, in the
feedback meeting two types of feedback is shared that is positive feedback and constructive
feedback. In a positive feedback it tells about good performance of the employees and it makes it
specific, frequent and timely because recognition is the powerful motivator for effective
performance. In the constructive feedback it alerts the staff to areas which in need to
improvement. It should focus on the action rather than on person, should be detailed and
descriptive. By taking feedbacks from the employees which help the company to take effective
measures in order to solve their problems effectively and by taking corrective measures. As it
help to increase the efficiency of employees and motivates them that there problems are solved,
build brand image and increase the profitability.
Critically revise and analyse two existing human resources practices and policies from Premier
Inn Hotel and communicate to all employees.
The practices and policies are establish in a framework to help in order to manage people
effectively and efficiently (Pombo and Gomes, 2020). It covers everything from recruiting its
staff and makes ensure that their employees are clear about rules and expectations, procedures
and how the human resource managers can solve the issues or problems if arises.
The various policies of human resources from Premier Inn Hotel are as follows:
Non-Discrimination and Anti-Harassment Policy: In the workplace this policy prohibits
any discrimination and harassment. It is always governed by state, local and federal provisions as
it is very important for the organisation to implement this policy. As by applying this policy it
creates satisfaction among the employees that they are discriminated and compared with other
employees. Harassment and discrimination is the illegal activity if any employee of the
organisation perform such activity a legal action must be take against them and may rusticate
them from the organisation immediately.

Time Off and Leave Benefits Policy: It should address the procedure and rules related to
vacations, sick, holidays and various types of time off benefits. In context to Premier Inn Hotel,
the company various benefits related to leave and time off such as every year they give holidays
so that they go to different places with their friends and families and enjoy their time. They also
give sick leaves. This policy is made in order to give time for relaxation from work and spend
some time with their family and friends (Primecz, 2019). As it refresh them and can perform
their duties and activities in the more efficient manner. It keeps their mind fresh and more active
as they can focus on their work more efficiently and effectively and provide better results to the
organisation.
Health and Safety Policy: It refers to the emergency and safety procedures of the
organisation and which requires employees to report with any kind of work related injuries
immediately. In context to Premier Inn Hotel, it always take care of their employees health and
safety especially in the place where certain hazard exists. For example while cleaning the rooms
of the hotel they don't use dangerous chemical which can harm the employees. The human
resource department take care of health and safety of each and every employees appropriately.
Participation In Management: Every employee of an organisation should be given the
opportunity to take part in management decision. Which make them feel recognised and a part of
an organisation. In context to Premier Inn Hotel, it encourage their employees to take part in the
decision making which boost their morale and feel wanted for the company. It plays an important
role as motivates them make their employees feel that its their own hotel or organisation.
There are various human resource practices in order to help the organisation and
communicate to all employees. Some of them are as follows:
Meaningful Customer Service Values: It is very important for every hotel industry to
keep the customers satisfied and value their customers. In context to Premier Inn Hotel, it keeps
the customer service values and provide them with good amenities and services which to satisfy
them effectively and efficiently (Sokolov and Zavyalova, 2020). It always try to fulfil and satisfy
the needs and wants of customers and do not the values and sentiments of their customers in any
ways.
Employee Empowerment: It is the duty of human resource department to empower their
employees so that they can provides best services to their clients by proper utilisation of
resources efficiently. In context to Premier Inn Hotel, the human resource department role is also

to empower their employees at workplace by motivating them, appraising them regularly and
provide and conduct training and development skills on the regular basis. Which helps the
company to attain its objectives or goals in a given time effectively and efficiently.
Fair Wages and Compensation: In order to work in any organisation the employer need
to give fair wage and compensation to their employees at workplace. As it plays a very important
part and there should be no racism and partiality among employees regarding the salary and
compensation. In context to Premier Inn Hotel, they make sure that each and every employee
should be treated fairly with reference to compensation and wages
Conclusion
From the above report, it has been analysed that there are various issues that a human
resource manager of a hospitality industry has to face while conducting the operations. The
various emerging trends that are linked to the human resource management are properly
discussed in the above report (Wingard, 2019). It reflects that it help the hotels to improve their
loyalty towards their customers and conduct an effective and better communication with the
guests in order to gain maximum popularity. It has also been analysed that Premier Inn hotel is
looking for an employee management position to keep the work in the organisation or hotel
friendly and effectively work can be done in order to achieve the goals. There are various duties,
expectation and responsibilities need to be performed by the hotel managers of premiere Inn are
properly discussed in the above report. It has also been concluded that Premier Inn requires a
hotel manager who have the knowledge, intelligence, skills, abilities and leadership skills that
will help the hotel to perform all the activities more accurately and sharply. At the last of this
report, it has been stated that performance management plays a vital role for the department of
human resource in the considered hotel that is Premiere Inn to effectively manage the
performance their employees. The policies that are must to follow to perform the various
activities smoothly of Premiere Inn Hotel are discussed in the above report.

References
Books & Journals
Bauer, T. and et.al., 2019. Fundamentals of Human Resource Management: People, Data, and
Analytics. SAGE Publications.
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de Souza Freitas, W. R. And et.al., 2020. Green human resource management, corporate social
responsibility and customer relationship management: relationship analysis in the
Brazilian context. International Journal of Productivity and Performance Management.
Islam, M. A. And et.al., 2022. Green human resource management practices and millennial
employees' retention in small and medium enterprises: The moderating impact of
creativity climate from a developing country perspective. Business Strategy &
Development.
Kim, S., Wang, Y. and Boon, C., 2021. Sixty years of research on technology and human
resource management: Looking back and looking forward. Human Resource
Management, 60(1). pp.229-247.
Knoll, H. O. and et.al., 2020. Human resource management and political CSR in global supply
chains: causes and consequences of host communities’ enduring struggles.
Legge, K., 2020. Human resource management: Rhetorics and realities. Bloomsbury Publishing.
McCann, R. and Allen, S., 2021. A case study of strategic human resource management:
implementation levels and communication. International Journal of Human Resources
Development and Management, 21(1). pp.1-19.
Oluwatayo, A. A. and Adetoro, O., 2020. Influence of employee attributes, work context and
human resource management practices on employee job engagement. Global Journal of
Flexible Systems Management, 21(4). pp.295-308.
Park, H. and et.al., 2021, May. Human-AI Interaction in Human Resource Management:
Understanding Why Employees Resist Algorithmic Evaluation at Workplaces and How
to Mitigate Burdens. In Proceedings of the 2021 CHI Conference on Human Factors in
Computing Systems (pp. 1-15).
Pombo, G. N. and Gomes, J. F., 2020. The association between human resource management
and organisational performance: a literature review. International Journal of Intellectual
Property Management, 10(3). pp.266-291.
Primecz, H., 2019. Book review: The ideological evolution of human resource management: A
critical look into HRM research and practices.
Sokolov, D. and Zavyalova, E., 2020. Human resource management systems and intellectual
capital: is the relationship universal in knowledge-intensive firms?. International Journal
of Manpower.
Wingard, D., 2019. Data-driven automated decision-making in assessing employee performance
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analytics. Psychosociological Issues in Human Resource Management, 7(2). pp.13-18.

Online
The 4CI’s (Contemporary Issues) in the Hospitality Industry, 2015 [Online]. Available Through
<https://www.hospitalitynet.org/opinion/4071106.html>
TOP TRENDS IN HUMAN RESOURCE MANAGEMENT IN 2021, 2021 [Online]. Available
Through <https://www.thehrdirector.com/top-trends-in-human-resource-management-in-2021/>
Emerging trends in human resources in tourism and hospitality, 2021 [Online]. Available
Through <https://hospitality.economictimes.indiatimes.com/top-talk/emerging-trends-in-human-
resources-in-tourism-and-hospitality/5089>