Human Resource Management in Hospitality Industry

The provided document is an essay assignment on Human Resource Management (HRM) in the hospitality industry. It includes a list of references to academic sources and online articles related to HRM in hotels and catering industries, such as guest services, flexible working practices, and employer of choice strategies. The assignment also mentions various books and websites that provide information on HRM and its applications in the hospitality sector.

HUMAN RESOURCE MANAGEMENT

CONTENTS
INTRODUCTION .....................................................................................................................................4
TASK – 1.................................................................................................................................................4
1.Amplification of the purpose of the HR functions and its key roles and responsibilities ..............4
2.Evaluating different approaches of Human Resource Management .............................................5
3.Including case study examples for examining varied methods used in HR practices .....................7
4.Effectiveness of employee relations and employee engagement with mentioning flexible
organisations, working practices and employer of choice .......................................................8
5.Crucial pieces of employment legislation for Inter-continental hotel ............................................9
6.Evaluating how employee relations and employment legislation impacts decision making and
achieves objectives of the business .........................................................................................9
TASK – 2...............................................................................................................................................10
7.Illustration of the application of HRM practices in a work-related context .................................10
8.Assessing the use of technology to improve the recruitment & selection process.......................12
CONCLUSION ......................................................................................................................................13
REFERENCES ........................................................................................................................................14

INTRODUCTION
Human resource management is a strategic approach to effective management of
people within the firm so that they support business in gaining a competitive advantage.
Further, it is being designed for increasing and maximizing the performance of the employees
so that they can achieve their strategic objectives. Thus, it is a vital aspect within the firm
(Chris and Grenham, 2017). Pertaining to this, the current study also aims to explore varied
practices, processes, concepts and aspects concerning HRM. For this purpose,
Intercontinental group of hotels (IHG) is being taken into consideration. It was founded in the
year 1946 and has its operations in several parts of the world. The research study will throw
light on employee relation and legislation and their influence on decision making within the
hotel. It will also focus on application of HRM practices, HR function and use of technology
as well as online platforms in the recruitment & selection process of IHG.
TASK – 1
1. Purpose of the HR functions and its key roles and responsibilities
Development of the plans and procedures, administering policies, creating programs
and events for training the human capital of the intercontinental hotel is the main purpose of
HRM. Moreover, it also focuses on exploitation of the present resources within the hotel
efficiently so as to have best result. Other than this, the HR function of the hotel also provides
an aid in creating friendly relationships amid the worker and the firm. Furthermore, HR
function also helps in encouraging and improving the employees which again helps in
fulfilling the objectives of the hotel (Guest, Paauwe and Wright, 2012). It also offers
adequate training to workforce so that they can achieve higher performance targets and leads
the hotel towards the path of glory. The main role and responsibility of HRM is to recruit and
select talented workers at the right time and place so that no operation gets disturbed. Some
of the purpose and roles and responsibility of HR function within Inter-continental hotel are
as follows: Human Resource Planning – It is vital function of the hotel as it helps in ensuring that
right people is at the right position with accurate skills and competencies. The main
purpose of HR planning is to ensure that each and every department of the hotel has
sufficient staff to carry out their required work for achieving the goals. The main role
and responsibility of this function is also to match skills with the current needs of the
organization. It also helps in determining the employees who are ready for
advancement. The HR planning function also plays an important role in building an
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ethical business culture by bringing on new hires who have a track record of high
ethical behaviour (Kumar, 2010). Recruitment & Selection – This function makes a great influence on the revenue
growth and profit margins of inter-continental hotel. Talking in regards with the
purpose of recruitment and selection function, it helps in attracting and encouraging
good number of applicants to apply for the vacancies in the organization. It also plays
the role of linking potential employees with the employers. With this function in
place, the hotel creates a pool of talented and prospective candidates that allows the
selection of the best candidate that suits the needs of the hotel. Intercontinental hotel
places more focuses on this HR function so as to increase their firm’s overall
effectiveness. This also plays a key role in acquiring talent that matches the
requirement of the vacant job position. Thus, effective and skilful people occupy these
positions and they work hard to accomplish the overall objective of the firm. Development & Training – Training and development is being referred as a planned
program or event which is being undertaken to improve the knowledge, attitude
behaviour, skills and abilities of the employees (Costen and Salazar, 2011). The main
purpose of this function is to make improvement in the quality of workforce of the
hotel. It also helps in enhancing the growth of workers and prevents obsolescence.
Thus, the main roles and responsibilities of this HR function is to evaluate the career
needs of the workers and designing programs accordingly, facilitating communication
network, monitoring & reviewing the progress of trainees and conducting appraisals.
 Performance management & Reward systems – The sole aim and purpose of
performance management function is to evaluate and ensure that the employees
within the hotel are performing their work duties effectively and in a satisfactory
manner. Similarly, reward function also has many purposes like helping the hotel to
remain competitive, reducing employee turnover, retention of the workers, enhancing
the motivation level of the workers, reinforcing the image among the stakeholders and
also helps in improving the communication system. The inter-continental hotel timely
assesses the performance of their workers working at each and every level and reward
them on the basis of the result (Chris and Grenham, 2017).
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2. Evaluating different approaches of Human Resource Management
HRM within Inter-continental hotel adopts different approaches concerning to HR
planning, recruitment & Selection, training and development, performance and reward
system and these approaches are elaborated below: Training and development – The human resource department of the inter-continental
hotel takes into consideration varied approaches to train and develop their employees
so that they can fulfil their work objectives effectively and efficiently. Both on the job
and off the job training methods are adopted (Lynch and Worden, 2010). In the on-
the-job training methods, the hotel makes use of job rotation, coaching and intern-ship
training. While, in case of off-the-job training, inter-continental hotel makes use of
role play, case study and in-basket method. With these methods in place, the hotel
improves the knowledge, skills, abilities and competence of their workforce. Workforce planning – the main process of human resource management within the
hotel initiates with the workforce planning. It supports in determining the amount of
workers being required for carrying out work duties within the organization. Inter-
continental hotel carries out this planning by adopting several methods such as
seminars, job fairs, training programs and workforce analysis. After conducting this,
they gets a complete information in regards with the type, kind and amount of the
workers needed and recruitment for the same is commenced significantly
(InterContinental Hotels Group, 2018). It involves, job analysis, estimation of the
supply, supply and demand forecasting and then action plan is being formulated. Recruitment and selection – The objectives of the hotel can be achieved only if people
with accurate skills and knowledge being required for a certain position is being
recruited and selected. Even the employees are needed to accomplish the future
demands of the company. Pertaining to this, inter-continental hotel has adopted
different recruitment and selection approaches which are quite effective. They
normally considers educational institutes for recruiting and selecting talent within the
workplace. Even, employee referral, professional bodies and employment agencies
are some of the methods being adopted by the hotel. Furthermore, the selection
process of the hotel is also very different. They makes use of psychometric tests,
group exercises and varied types of interviews in order to select the applicant for the
vacant job position (Karim, 2013).
 Performance management and reward system – evaluation of the performance of the
employees is being performed by the line manager of the inter-continental hotel.
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Based on the feedback, rewards and other benefits are awarded to them. Performance
appraisals are carried out by adopting ranking and 360 degree feedback methods.
These approaches are very effective in analysing the performance level and those
performances which are below the average level are identified and corrective action
for enhancing the same is being done. Other than this, rewards are offered to the
workers from time to time to enhance their motivation level so that they can fulfil the
desired objectives effectively. Inter-continental offers both monetary and non-
monetary rewards to them. Monetary reward includes bonus, increment in pay,
incentives etc. and non-monetary rewards includes recognition, challenging and
desired work tasks, promotion, praise and many more (Young-Thelin, 2011).
3. Including case study examples for examining varied methods used in HR practices
The inter-Continental is a multinational hotel chain which has its roots in almost
every nation of the world. The hotel is always looking forward to augment their productivity
so that they can secure the leading position in the market. There are numerous issues and
problems which can reduce the productivity, morale of the employees and thus, prevents the
hotel from expansion. The HR department of Inter-continental hotel plays very vital and
crucial role. Considering the case study examples from the hotel, the manager of the hotel
always look for ways for making an improvement in the overall efficiency without decreasing
their job satisfaction level. However, this was a great challenge for the department. The
productivity of the organization was not improved as expected and the satisfaction level of
the workers was also very low. Concerning this, the HR team started analysing productivity
by searching for business procedures, resources and practices (Mars, Bryant and Mitchell,
2015). It was explored that the drop in the productivity was because of the excessive
absenteeism within the hotel. Thus, the hotel enforced the attendance policies with the aid of
time tracking software. Further, they were motivated to come to office regularly by offering
several benefits, rewards, recognition, awards and health and safety benefits. Another
example of HR related problem in inter-continental hotel is related with diversity within the
hotel. Since, it has its operations in different parts of the world, employees from varied parts
of the nations with different culture, values, beliefs and notions are employed within the
hotel. Because of this there is increased social and cultural related issues in the hotel. This
was resolved by adopting approaches such as promoting open communication, team building
exercises, embracing diversity etc. All these HR practices and approaches have helped the
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inter-continental hotel to resolve issues and achieved the path of growth (Mars, Bryant and
Mitchell, 2015).
4. Effectiveness of employee relations and employee engagement with mentioning flexible
organisations, working practices and employer of choice
Employee relation & employee engagement
Articulating about employee relation, it is referred as the efforts of the organization
towards the management of relationship between the workers and the employer. Firms where
the relationship between the employees and employer is quite good, offer fair as well as
consistent treatment to all the employees. Similarly, employee engagement is known as
simultaneous employment and representation of the preferred work duties of an individual in
their task behaviour which supports in having a connection with the other workers and also,
leads the firm towards the high work performance level (Dendy, 2018).
Employee relation & employee engagement – Effectiveness
Relationship between people is the cornerstone of human resource within Inter-
continental hotel. Although, it is an obvious thought that performance of the workers is
closely linked with the kind of work they are performing and the level of workload. However
their relationship with the workplace is also very vital to be considered. This is quite true
when workers need help from the other members of the team. Inter-continental hotel provides
open environment to their workers so that they can share each and everything to anyone.
Since, hotel involves numerous of activities, clashes and issues are quite obvious. Different
approaches for improving employee relation within the organization are being adopted by the
hotel such as promotion of dialogue and communication, helping workers to feel valuable,
team building and joint work, inspiring and reward, focusing on company’s mission and
values, offering career development opportunities and promotion of work life balance (Chris
and Grenham, 2017). Employee relation is very effective as because of this there is less
conflicts, increased level of confidence and motivation within the employees and decreased
level of employee turnover within the hotel. Moreover, employee relation is also effective in
increasing the satisfaction level of the workers and they are highly motivated to achieve
higher performance level. Other than this, employee engagement within the hotel also proves
to be effective in retaining talented individual within the firm. There are various effective
methods for engaging the employees is also been adopted by inter-continental hotel like team
building activities, leadership development activities, reward schemes, activities that helps in
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building the culture of the firm, communication activities, training and development events,
flexible work practices etc.
Flexible work practices & Flexible organizations and Employer of Choice
Talking in relation with the flexible working environment, it is an arrangement being
provided by the inter-continental hotel which offers flexibility to the employees in regards
with the length, duration, place and time of work (Lockwood and Guerrier, 2012). There are
various practices adopted by the hotel such as swapping of the shift, full time work, part time
work, flexible working hours, V-time working and many more. In addition to this, the culture
of the hotel is also very conductive which offers support to each and every one. Further,
focusing towards employer of choice, it is an employer that provides fantastic work culture
and workplace environment which helps in attracting large pool of people towards them
(Heathfield, 2018). Other than this, there are many other factors as well which makes inter-
continental hotel an employer of choice and these are employers are empowered and given
authority, job security, numerous opportunities for growth, access to data, respect,
commitment, positive relationship amid the co-workers and work life balance initiatives like
flexible scheduling choices (Ordioni, 2013).
5. Crucial aspects of employment legislation for Inter-continental hotel
There are different key aspects of employment legislation under which the hotel needs
to carry out their work activities and other operations. Some of the vital legislations are
elaborated underneath: The work equality act 2010 – The main emphasis of this act is on avoiding the
activities related to any kind of discrimination may it be based on colour, creed, caste,
gender, sex and disability. This employment legislation also says that all employees
within an organization should get equal rights, treatment, pay and benefits according
to their respective job positions. It is vital for the hotel to consider this and must pay
equally as per their level of position (Hepple and et.al, 2010). Health and safety work act 1974 – It is also being regarded as the most vital act
wherein the inter-continental hotel is required to make sure about the safety of their
employees. Within the hotel, there are numerous threats like food poisoning,
outbreaks of employees, hearing impairment because of loud music in bars etc.
 The Employment Rights Act, 1996 – The employment rights act is related with the
wages and remuneration of the workers. It generally suggests regulation in relation
with the minimum wage that needs to be provided to the workers in United Kingdom.
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It also includes rules pertaining to deductions and benefits which should be followed
by the hotel (McGaughey, 2018). This act also includes protection against the
detriment being suffered due to disclosure of information for public benefit. In
addition to this, under this act, no employee can be dismissed from the job unfairly
and they are entitled to get fair compensation and freedom from any kind of
discrimination.
6. Evaluating how employee relations and employment legislation impacts decision making
and achieves objectives of the business
It is very vital for the firms to maintain healthy as well as cordial relations among its
employees for higher growth, prosperity and success. Similarly, Inter-continental hotel also
requires strong employee relation so as to have higher productivity level and satisfaction.
Employee relation is nothing but avoiding and resolving problems that might takes place
within the workers due to work situations or pressure. Furthermore, it is also based on the
working environment, level of commitment, effective communication system and incentives
for motivation of the workers (Kumar, 2010). Employee relation within Inter-continental
hotel is quite healthy that supports in enhancing the motivation level of the staff members
which in turn results in efficient and higher level of work performance. It also helps in
augmenting the sales volume of the hotel by increased footfalls. Therefore, it can be uttered
that for the purpose of having informed decision making and for accomplishing the objectives
of the hotel, employee relationship needs to be reinforced. Supportive staff members provides
an aid to the firm to takes the decision effectively and efficiently.
Respectively, there are many employment legislations which impacts the decision
making and meet out the business objectives. Taking into consideration the equality act 2010,
the inter-continental hotel offers equal opportunity to each and every employee irrespective
of their caste, colour, creed, religion and gender. They are not bias to anyone and if any
circumstances employees are found guilty if any HR practices concerning discrimination than
the hotel can face legal actions for violating the rules. In addition to this, these employment
legislations act as a guide to the hotel which facilitate informed decision making. Further, it
also enables the hotel to have good faith that their workers fair and equal treatment. Thus, it
is essential for inter-continental hotel to respect the laws so that employees can be satisfied
and there is smooth flow of activities all year around (How to Improve Employee Relations
within your Company? 2018).
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TASK – 2
7. Illustration of the application of HRM practices in a work-related context
Job Description for the job role “HR Executive” in Inter-Continental Hotel
For the purpose of fulfilling the job position of HR executive, LinkedIn is being
used to find two potential candidates for the organization. Job description for “HR Executive”
being posted on LinkedIn are as follows:
Job description
Title of the job HR Executive
Company Hilton Hotel
Purpose
The main purpose of the HR Executive is to carry out basic
function of the human resource department such as handling
personnel management, maintenance of HR records and social
welfare.
Responsibilities
1. Reviewing resumes as well as applications
2. Management of workplace safety issues
3. Training new employees
4. Preparing salary system
5. Carrying out recruitment and maintaining records related
to human resource (HR Executive job description, 2018)
6. Communicating human resource policies to all the
employees
7. Preparing offer and confirmation letter etc.
Person specification
Essential Desirable Method of
evaluation
Knowledge and qualifications
Bachelor’s Degree in human resources,
business administration or finance
Yes Application and
certificate
Knowledge regarding general process within
office
Yes Application,
certificate and
interview
Experience in conflict resolving process Yes Application,
certificate,
interview and
reference
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Skills
Highly organized and self-motivated Yes Application and
interview
Effective in communication Yes Application and
interview
Can work under pressure Yes Application and
interview
Have proficient information technology skills Yes Application and
interview
Experience
Working within the team environment Yes Interview &
Application
Communicating with senior colleagues Yes Interview &
Application
More than one year of experience in the field
of HR
Yes Interview
Behavioural and other related qualities
Diplomacy and discretion Yes Interview
Commitment to own personal development Yes Interview
Displaying cooperative attitude Yes Interview
Potential candidate through LinkedIn
Two potential candidate were being asked to appear for the interview using LinkedIn.
Both the candidates have similar qualification and have an experience of minimum of 2
years. The recruiting manager decides to call these two candidates for interview in order to
assess their confidence level, capability and skills. Some questions were also designed that
will be to be asked by the recruiting manager. Based on the interview, only one candidate will
be selected for the vacant job position.
Job related questions
1. How you stay informed about the updates related to labour laws?
2. Do you have an experience of handling a conflict between the employees? If yes how you
have handled? (The Executive HR Function, 2018)
3. What is your greatest fear while working?
4. Which things motivate you to work harder?
A Job offer letter
From To, XXX
HR Manager Heathrow Avenue
Inter-Continental Hotel
Date: March 29, 2019
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Dear Mr XXX
With great pleasure I extend the following employment offer to you:
Job position: HR Executive
Start Date: June 26 2019
Salary: xxx at xx rate per hour
Your job duties includes the following: Reviewing resumes as well as application, Carrying
out recruitment and maintaining records related to human resource , Communicating human
resource policies to all the employees, Preparing offer and confirmation letter etc. You will
be reporting to supervisor of Inter-continental hotel Mr XXX.
Contracts includes:
Working hours: 9:00 AM to 20:00 PM
Holiday: 3 days per week
Paybacks: Dental care, health care and group insurance
Please indicate your agreement with these terms and accept this offer. Looking forward to
work with you
Sincerely,
Xxx
8. Assessing the use of technology to improve the recruitment & selection process
Today’s business environment is very dynamic and competitive and thus, it becomes
obligatory on the part of Inter-continental hotel to improve their existing processes and
procedures. Each and every function of the hotel is being influenced by the technological
advancement taking place these days. Similarly, the recruitment and selection function of the
hotel can be improved by using technology (Redman and Wilkinson, 2012). For example,
organization can make use of application tracking system in order to import resumes to the
software. It will help in saving time and slender the candidates without using paper resumes.
Moreover, social media and online platforms can be used for enhancing the recruitment &
selection processes. Inter-continental hotel can use Facebook, Twitter, Instagram and many
more to promote and advertise their vacancies.
CONCLUSION
To conclude, it can be thought that the current study has drawn attention towards
varied components of HRM within the organization. The study has also discussed
effectiveness of employee relation and employee engagement and its approaches. Further,
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focus has been made on pieces of employment legislation and application of HRM within the
hotel. It becomes really very vital for the companies to manage its human capital effectively
along with its related functions for attaining the business goals and path of success.
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REFERENCES
Books and journals
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Young-Thelin, L., 2011. An investigation of the human resource practices in hotels in
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Online references
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<https://www.govloop.com/community/blog/3-approaches-better-employee-engagement/
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Heathfield, S.M., 2018. Are You an Employer of Choice? [Online]. Available through:
<https://www.thebalancecareers.com/are-you-an-employer-of-choice-1918112>.
[Accessed on 26thFebruary 2018].
How to Improve Employee Relations within your Company? 2018. [Online]. Available
through: <https://advancesystemsinc.com/improve-employee-relations-within-company/>.
[Accessed on 26thFebruary 2018].
HR Executive job description. 2018. [Online]. Available through:
<https://resources.workable.com/hr-executive-job-description>. [Accessed on
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InterContinental Hotels Group. 2018. [Online]. Available through:
<https://www.ihg.com/content/us/en/about/brands>. [Accessed on 26thFebruary 2018].
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