Exploring HRM in Service Sector

This essay explores the importance of HRM in the service sector and how it can lead to improved customer satisfaction. It also reflects on a training event organized for Star Hotels employees and suggests improvements for future events.

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.

There was active participation of all the employees which showed their enthusiasm to learn new
things in order to make their job performance efficient. Another thing which have gone well
during the training event was that the employees gave positive feedback after the workshop as
there was fun and learning together which showed the success of the training event. The main
aim of the workshop was to bring improvement in the service delivery and efficiency so that the
customer satisfaction can be brought. It mainly focused on expanding on the brand identity of the
hotel by adapting the latest trends of the hospitality industry so that the employees can get the
understanding of their roles and the activities.
But there were many aspects may be improved when there will be future training event
being organization as I think there are some things which may have been done in a better
manner. The foremost thing which can be improved in future for the training workshop is that
the employees must be given more time to attend the workshop, may be around 4 hours so that
they can better understand their roles and activities as three-hour time is insufficient to make the
employee understand about their responsibilities and role, that too without any learning material
in the form of video and podcast. Then another thing which may be improved is that there must
be arrangement of the training after the shift of the employees so that there is no conflict of
workshop training with the activities of hotel. The training must be given to employees as per
their shift so that individual attention is given to all and their needs are also identified and
assessed. Moreover, there must be arrangement of the feedback from employees regarding the
hotel and its activities and the feedback must be taken in the confidential manner so that no name
is disclosed in front of supervisors and honest feedback is taken from the workforce. This will
help hotel to bring changes in its working as per the need of employees so that they can work
with enhanced productivity and performance.
As arranging the training is not a single handed task so it is an arrangement of whole group
so the members of the group altogether with their equal contribution have made the success of
the training workshop in Star Hotel. As a member of the group, my role was to make
arrangement of the lecture materials so that the employees can get familiar with their roles and
responsibilities and learn skills which can help in bringing customer satisfaction and retention in
the organization. I was required to think creatively and critically so that I can bring such ideas
which can help the employees to take the training in limited time period. The main challenge for
me was to think of such ideas which can help in providing the training to workforce regarding

their roles in limited period of time and in a creative and attractive manner. but I was successful
in brining such ideas which can serve two- fold purpose of the training, first is to provide training
to employees in limited time with the attractive ideas and secondly to make the training
enjoyable to the employees so that they can learn about their job roles and responsibility in
attractive, creative and fun manner.
My contribution in the whole training workshop was to make the employees understand
about their roles and responsibilities and what skills they will be required to carry out their
responsibilities in an effective manner. I took the help of various lecture materials so that it can
be easy to make them understand about the same and also I made use of the short games, role
play, etc. so that there can be interactive as well as fun activities while providing training to the
employees of Star Hotel. The game planned by me was that the attendees were required to make
two true facts about themselves and one untrue statement and the audience was required to guess
which one is the lie so that there can be healthy interaction among employees which will make
them stress free and bring the interest of attendees in the workshop. Moreover, I planned for
three activities
When the planning was done in order to provide the training to the employees of Star Hotel,
different groups were made and each were assigned their roles and responsibilities. There were
two groups formed wherein the first was given the duty to plan the roadmap as to how training
will be provided and the other was required to execute the plan and make necessary arrangement
for the same. My group was engaged in making arrangements for the training materials so that
there is appropriate training workshop being carried out. As a group member, I assigned the duty
to take the feedback from the employees after the end of the training workshop to Lila who
initially distributed the questionnaire to the employees and time minutes were provided to them
to fill it. The feedback was again collected by Lila and Den was required to write about the same.
These duties or roles were assigned to them. The members in my group were quite co-operative
and were very enthusiastic in order to carry out their roles. This gave me the confidence to
arrange the training for just a short span of time with requisite materials. The arrangement for the
materials were done by me and I was also required to manage the whole execution of the training
program. Hence, I can say that the members in my team were quite disciplined, co-operative and
sincere as they perform their roles in the effective manner.

There were many instances while delivering the program or working on executing the
training program that I realized that I need to develop some skills in order to enhance my
efficiency. During this training workshop, I was encountered with various circumstances when I
realised that I have acquired several set of skills. These include firstly the communication skills
as I am a very introvert and hesitant communicator. When I was assigned the role to manage the
team, this skill was developed within me as I was required to make regular communication with
members by way of using the technology such as video conferencing, telephones, etc. so that
lockdown restrictions do not affect the efficiency of work (Zobnina and Rozhkov, 2018).
Moreover, there is coordination being built with all while regularly communicating as it
eliminates chaos and confusions. So gradually, I acquired the verbal and non-verbal skills after
completion of this module. Second skill was research skills which was acquired my me during
this module. When undertaking this assignment, my research abilities were average and I was not
able to bring out the effective content. But during the process of this module, I acquired this skill
as I understood the ability to scrutinize the content and consider the best out of all. I used my
decision making ability to choose the best content for the assignment so that the quality work is
delivered (Johnson and Park, 2020). Thirdly, I acquired the computer skills as at my initial days,
I was not well acquainted with using the computers, nor I have competency to use the software,
but I learnt the computer and acquired the knowledge of it. My proficiency of using Microsoft
raised and now I am able to present my content in efficient manner. fourthly, I acquired the skill
of working in team. Teamwork is an important competency which must be present in every
person so I referred the Tuckman model of group development which provides for stages of
forming the team of which the first is forming wherein the team is created with clear objectives
and personal goals are set by members. Then is storming stage wherein the processes are
established in order to track the progress as well as success of task. Third is norming wherein
social connections are made within members so that each of the member works altogether.
Fourth is performing wherein the members perform their roles and focus on other objectives.
Last is adjourning wherein the task is accomplished and now the team celebrate its achievement
(Serenhov and Kaldera Hollu Pathiranage, 2021).
Hence, the above mentioned skills were developed by me at the time of completing this
module. These will help me in my professional and personal development and have also
contributed in successful completion of the module.

CONCLUSION
It is concluded from this essay that the employees are considered as the valuable asset of the
company so it is important that they are trained in such manner that their efficiency is enhanced
and productivity is increased. Training is the best way to develop new skills and improve
existing skills in the employees so that customer satisfaction level is increased. Hence, the
organizations, especially the service sector must make sure that its employees are given proper
training so that they can provide enhanced level service to consumers so that customer
satisfaction is given.

REFERENCES
Books and Journals
ArIkAn sAltIk, I., CAlIskAn, U. and AvCI, U., 2017. Staff Training for Service Failures and
Recovery. Service failures and recovery in tourism and hospitality: A practical manual,
p.160.
Johnson, K.R. and Park, S., 2020. Mindfulness training for tourism and hospitality frontline
employees. Industrial and Commercial Training.
Radjenovic, M., 2018. THE QUALITY OF HUMAN RESOURCES IN TOURISM AND
HOSPITALITY INDUSTRY IN MONTENEGRO. Transformations in Business &
Economics. 17(2).
Sánchez-Franco, M.J., Navarro-García, A. and Rondán-Cataluña, F.J., 2019. A naive Bayes
strategy for classifying customer satisfaction: A study based on online reviews of
hospitality services. Journal of Business Research. 101. pp.499-506.
Secchi, E., Roth, A. and Verma, R., 2019. The impact of service improvisation competence on
customer satisfaction: Evidence from the hospitality industry. Production and
Operations Management. 28(6). pp.1329-1346.
Serenhov, O. and Kaldera Hollu Pathiranage, P.P., 2021. Team Development in Global Virtual
Teams: Application of Tuckman’s Team Development model.
Tews, M.J., and et. al., 2020. Turnover among young adults in the hospitality industry:
examining the impact of fun in the workplace and training climate. Employee Relations:
The International Journal.
Zobnina, M. and Rozhkov, A., 2018. Listening to the voice of the customer in the hospitality
industry: Kano model application. Worldwide Hospitality and Tourism Themes.