Exploring HRM in Service Sector

Explore HRM in
Service Sector

Contents
INTRODUCTION...........................................................................................................................3
MAIN BODY..................................................................................................................................3
CONCLUSION................................................................................................................................7
REFERENCES................................................................................................................................8

INTRODUCTION
The human resource of an organization is the valuable asset which must be given proper
training for their job so that they can play their roles in an effective manner. The managers of the
company develop various human resource management practices which have a sole aim of
building the customer as well as employee attachment. This shows that HRM plays an essential
role in achievement of the desired outcome in service sector as investment in the HRM pays off
in this particular sector (Secchi, Roth and Verma, 2019). This essay is based on the reflective
essay wherein the training is provided to the employees of Star Hotels so that they can bring
improvement in the customer satisfaction level. The reflection will be on the design, pitching and
planning stage of the training event proposal for the Star hotels.
MAIN BODY
A training event is being organized by me for the Star hotels wherein I have planned,
designed and pitched the stages of the training event so that appropriate training is provided to all
employees which can lead to improving their skills and knowledge of handling the customers so
that their level of satisfaction is improved. When I was encountered with this proposal to
organize the training event for the employees of Star hotel, there was one challenge which I
faced and that was to arrange the training for the employees which will be of limited time, that is,
three hours as the workforce cannot afford to devote much of their time in the training. It was
also challenging for me to make arrangements for such materials of training which can assist in
three-hour training event. I was not endorsed to exploit various learning materials such as
tutorials videos or podcasts due to limited time for the training workshop. When I got to know
about planning such event, an idea came immediately in my mind that the refresher course would
be a good option for the employees as it will help the workers to learn about the service
efficiency, service delivery and professionalism. Then it took time for me to pop up with some
ideas as to how workers can learn about the same so I decided to bring role play activities,
informative lectures, short games and group discussions for the same so that interactive training
workshop can be organized which can provide on the job training to the employees and make the
employees comfortable during the workshop so that they can enjoy and learn altogether.
At the time of training, there were several things which went off well with the employees as
they were very cooperative and disciplined while lectures and took interest to learn new things.