Issues and Emerging Trends in HRM in the Hospitality Industry

This report discusses the issues and emerging trends in human resource management in the hospitality industry, with a focus on Rosewood hotel. It evaluates the challenges faced by HRM, the impact of innovation and knowledge acquisition, the link between green HRM practices and environmental performance, and the influence of the Generation Z workforce. It also includes job descriptions and person specifications for sales manager, safety and security manager, and front office manager.

HUMAN RESOURCE
MANAGEMENT

TABLE OF CONTENT
INTRODUCTION...........................................................................................................................3
MAIN BODY...................................................................................................................................3
1. Issues and emerging trends associated with HRM in the Hospitality Industry......................3
2. Job Description and Person Specification................................................................................5
3. Performance management in hospitality industry..................................................................12
4. Analyse and revise two existing HR policies and practices from your organization and
communicate to all employees...................................................................................................12
CONCLUSION..............................................................................................................................14
REFERENCES..............................................................................................................................15

INTRODUCTION
Human resource management is the most effective department in the organization. It
helps company to develop effective and strong working environment which provides competitive
advantages to the company. Rosewood hotel is an internal and luxury hotel. It is non-
governmental organization which was established in Texas USA. This hotel is one of the world
leading hotel which distribute their premium services in the different countries such as China,
Brazil, UK etc. Rosewood luxuries was founded in 1979 by Rose hunt (Rosewood Hotels and
Resorts, 2021). This hotel main purpose to create distinctive collection of luxuriates style hotels.
This report will discuss different issues in human resource management in Rosewood hotel and
overall hospitality industry. It will demonstrate the systematic understanding of different issues
and challenges which are faced by human resource management in the company. It will also
evaluate the emerging trends and performance of management. This report will also critically
evaluate the different HR policies and practices in Rosewood corporation. It will also attach and
evaluated the different documents such as job description, person specification, performance
appraisal.
MAIN BODY
1. Issues and emerging trends associated with HRM in the Hospitality Industry
Article 1: Improving innovation performance through knowledge acquisition:
This article main purpose is to study the effects of innovations and performance in
hospitality industry. It also evaluates the employee retention and HRM practices. Innovation and
acquisition are widely affected the hospitality industry. Value of creation depends on knowledge
based resource to developed by staff members. In hospitality industry management required
internal and external source knowledge. The knowledge of extrinsic and intrinsic source based
on innovation it provides competitive advantage in hospitality industry. This article also suggest
the hospitality industry on the base on their investigation that higher revel of innovation provide
higher performance of the HRM. It also affects HRM practices in hospitality industry.
Innovation help staff members to reconsigning and segregation source of knowledge.
Emerging trends and innovation also assists HRM to control all decision in the company.
This trend is beneficial for HRM because they provide management techniques which affect
employees relationship. Innovation and acquisition also help hotels in sustainability and guest

engagement. Improve innovation performance help HRM and hospitality industry to grow their
business. In hospitality industry employees retention is directly connected to the HRM practice
and which are affected by innovation and knowledge of acquisition. There are different variables
which affect acquisition such as market, specialize industry etc. Innovation and acquisition affect
employee retention in the hospitality industry.
Article 2: Linking Green Human Resource Management Practices to Environmental
Performance in Hotel Industry
Green human resource management practices help hospitality industry to achieve
organizational environmental performance. Green training and development improve company
capital and business practices. To decrease the negative environmental effects and to raise
positive environmental effects HRM practices help hotel industry to develop effective strategies
and planning. This emerging trends also help the company to increase environmental
performance and competitive advantages (Armstrong, and Taylor, 2020). To develop and for
sustainable growth in hospitality industry green human resource practices helps different
practices such as HR operations and on-boarding process allow hotel industry to become
paperless and use technology and shift on online portals. This practice reduces number of tree
cutting and support green environment.
Performance management and appraisal in hotel industry also enhance employees
professional skills and help to achieve the objectives and goals of the company. It also helps to
create greener company in which it includes sustainable goals which is measured by specific
metrics. Green human resource management learning and development process focus on
developing staff members knowledge and attitudes. Various goals of green training and
development such as create awareness about present environmental problems and encourage
workers to give higher performance to become company more sustainable. It is important to
implement proper frame work of green HRM for organizational development. Green
performance appraisal help hotel industry to achieve environmental performance and provide the
best strategy to achieve goals based on green standard.
Article 3: Workforce to be reckoned with: The emerging pivotal Generation Z hospitality
workforce

In global economy, tourism and hospitality industry are creating their high contribution in
country. Perennial workforce issues in hotel industry received low attention in comparison of
other areas of tourism and hospitality industry. Demographic and generation changes face the
hotel industry workforce it is known as perfect storm. Over a time period generation changes
shows in hotel industry in which younger employees hold higher position and older employees
work in front line position. Pivotal workforce influence hotel industry career plan and strategies
and sensed difficulties. In central workforce it is found that younger generation are more self-
confidence, team spirit (Goh, and Lee, 2018). In hotel industry different generation work
performance is based on reviews in which it includes face communication, flexibly at work,
intent to work and regular feedback. In pivotal workforce there are different factors which affect
generation to join hotel industry. Motivation factors such as maximize employability, effective
career progress in hotel industry etc. pivotal workforce enhance different characteristics such as
skills sets, work conditions, career advancements.
Hotel industry also have disadvantage of central workforce in which employees are
facing low paying, seasonal business, stress etc. These factors create barriers in growth of
hospital industry and decrease profit rate of the industry. It will also affect overall growth of the
industry and countries economy.
Article 4: Greening the hospitality industry: How do green human resource management
practices influence organizational citizenship behaviour in hotels? A mixed-methods study
It represents the relationship between green human resource management and
organizational citizenship behaviour for the environment in hotel industry. It helps hospitality
industry to create awareness and experience of handling environmental performance issues. BY
this article it is also understood the employees' involvement is important to importance green
human resource management to enhance environmental performance. In hotel industry different
management strategies assists to maintain and improve sustainability in the industry and give
competitive advantages in the market. The concept of organizational behaviours towards
development of environment performance are highlighted the basic requirements of environment
and it is also directed for environmental improvement (Pham, Tučková, and Jabbour, 2019).
Basically there three core application of green human resource practices in hotel industry
which assists human resource management for better environment performance. The core

applications are development of green abilities, motivation of employees for green performance
and green opportunities. These are also helps to enhancing the organizational citizenship
behaviour towards environment and hotel industry. Due to green HRM practice hotel industry
try to develop greenery environment in their hotel, and they also try to raise environmental
performance with the help of human resource department.
2. Job Description and Person Specification
Job description and person specification for sales manager:
Job Description
Company Rosewood
Post Sales manager
Location 252 High Holborn, Holborn, London WC1V 7EN, United
Kingdom
Report to Jone Mondale
Last date  20/4/2021
Qualification  Minimum of 2 years relevant experience
 Knowledge of marketing and sales
 Effective communication skills
Responsibilities  To produce relevant content for the company
 Make plans and budget for marketing activities
 Maintain healthy relationship with customers
 Maintain extensive market and product knowledge
 Perform account reviews
 Plan and execute sales trips
PERSON SPECIFICATION : Sales Manager
Section Criteria
Educational qualification  High standard education
 Good and effective communication skill required

 Degree is recommended with the qualification
 Good standard of literacy
Experience  Experience in sales and marketing minimum one year
 Must have experience of working with different customer
 Experience of managing collogues and staff members
 Partnership work experience
Skills and Special
knowledge
 Convincing skill
 Certification in marketing
 Fluent in English language
 Effective communication skills
 Manage good relationship with customers and clients
 Knowledge of different language
 Excellent verbal and non-verbal communication skills
 Ability to be proactive and work on own initiatives
 Understanding of different policies issues and rules
 Must have adaptable and responsive skills.
Job Purpose  Deliver high quality results, provide effective sales
management service to the customers
 Achieve successful sales goals and objectives
 To ensure the sales and marketing responsibilities
including sales, shared owner ship etc.
Working Relationship Internal Working relationship:
 Development and sales team
 Colleagues and staff members
 Different management and teams
External working relationship:
 Buyers and consumers
 Suppliers
 Different agencies and partners

Job description and person specification for safety and security manager:
Job Description
Company Rosewood
Post Safety and security manager
Location 10 downing street, London, United Kingdom
Report to Sam Stark
Last date 25/4/2021
Qualification and
Requirements
 1 or 2 years relevant experience on similar role
 Excellent knowledge of lawmaking and legal activity
 Experience o effective writing skills to write reports
 Good communication skills and interpersonal skills
 Working skills and knowledge about safety
management and information systematic
 Critical thinker, leadership skills and problem solving
skills
 Relevant health and safety
Responsibilities  Plan and implement different policy and programs for
hotel safety
 Provide educational seminar to aware other employees
from different issues
 Follow all the rules and regulations
 Recruit and hire safety employees
 Provide training and development to guide staff
 Prepare and present report of all issues and accidents
which hotel faced
 Ensure that other employees following rules and
regulations strictly
 Provide effective strategy to solve any conditions which
may harmful for employees

PERSON SPECIFICATION : Safety and Security Manager
Section Criteria
Educational qualification  Evidence of professional development
 Diploma or Graduation in Safety or equivalent
qualification
Experience  Experience in development of health and safety related
systems
 Must have experience to working in hospitality industry
 Experience of partnership working
 Strategies and planning development experience
Skills and Special
knowledge
 Ability to create effective laws for the company
 Great communication skills
 Great knowledge about safety and legislation
 Maintain good relationship with consumers
 Ability to work in flexible work environment
 Good presentation skills and ability to present company
 Good knowledge about different safety issues and how to
solve effectively
Key responsibilities  Develop and implement safety work environment
 Make sure that all employees and managers are received
all safety related necessary trainings
 Manage and develop safety improvement policies
 Promote health and safety environment in the hotel
 Provide proper guidance and support to the employees
Working Relationship Internal Working relationship:
 Committee members
 Management team
 Human resource department members

 Operational Teams
External working relationship:
 Suppliers
 Contractors
 Different partners and agencies
Job description and person specification for front office manager:
Job Description
Company Rosewood
Post Front office manager
Location 100, University house, Washington United State
Report to Rom Shreen
Last date 25/5/2021
Qualification and
Requirements
 High school diploma with bachelors degree or
equivalent qualifications
 Work experience as a front desk manager
 Communication skills and proficiency in English is
important
 Problem solving skills
 Additional certificates in oral and written English and
more
 Effective personality to provide service to the
customers
 Effective multitasking abilities with staring knowledge
of MS office
 Good experience in providing services
Responsibilities  Supervise and handle customer check in and check out
 Give training to other staff members for providing

effective and premium services to the customer
 Make sure that services are provided on time and
according to customer requirement
 Effectively handle emergencies situation
 Attract customer by their personality and good
behaviour
 Politely behave with customers
 Monitor all stokes and orders
 Keep update records of expenses and costs
 Make sure proper mail distribution
PERSON SPECIFICATION : Front Office Manager
Section Criteria
Educational qualification  Minimum one year of experience in front desk
supervisory
 Able to read, write and understand primary language used
in hotel and work place
 Degree in mass communication or in relevant field
 Effective personal and communication skills
Experience  Experience in related position
 Experience of working in hotel industry
 Proper strategy development experience for growth
organization
Skills and Special
knowledge
 Neat and Professional appearance
 Fluently speak multiple language
 Problem solving skills
 Ability to stand for long periods with the company
 Maintain calm and pressure
 Ability to work under pressure

 Organized and detail oriented
 Strong interpersonal skills
 Effective way to communicate with guest
 Guest service skills
 Written and verbal communication skills
 Basic understanding of computer literacy
Key responsibilities  Schedule the front office staff
 Participate in selection process of front office employees
 Manage overall hotel environment and control master key
 Provide quick solution of guest and customers problems
in effective manner
 Monitor all special guest and provide them premium
services
 Prepare revenue forecasting
 Conduct regular meetings to improve front office
performance.
Working Relationship Internal Working relationship:
 HR team
 Marketing team
 Accounts managers
 Customer service department
External working relationship:
 Guest and customers
 Partners
 Suppliers
3. Performance management in hospitality industry
In Rosewood hotel human resource management have different responsibilities in which
performance management responsibility is important. It is important because in the management
the staff turnover, training and development and employees promotions. To reduce employees
turnover proper training and development are important factor in hotel industry (Stewart, and

Brown, 2019). If HRM will improve these factors then it will help them to improve and enhance
their overall management in the organization.
To minimize staff turnover at Rosewood hotel human resource management can use
different strategies such as reduce turnover by shifting staff perspective. This strategy is used by
Rosewood in which they try to count every employee and treat them like a customer for family
centric approach and to boost their sales and it also provides high retention to the employees. It
helps them to increase engagement rate and motivate employees to work in the organization and
provide higher performance. This strategy also enhance the employee experience and provide
better retaining and boost employees productivity and talent which help company to increase
their overall performance. Rosewood hotel also try to reduce turnover by fair compensation
which satisfy customer needs. Company provide an opportunity to the employee that they can
balance their work-life for that they provide other benefits such as flex-time, education and paid
family leave etc.
Human resource management also try to reduce staff turn over with team building and
professional and personal development. For this Rosewood offer learning and training
development culture (Bratton, and Gold, 2017). For learning and training development company
try identify training needs for the employees by different feedbacks and work performance. On
the basis of reviews and feedbacks performance management try to create training and learning
development culture in the workplace. It helps employee can easily develop their skills and
increase their work performance. In hotel their different benefits of staff trainings which are
discussed below,
Benefits for the employees:
There are various benefits are present of training and development. For instance learning
and development help employees to enhance their knowledge and skills, it also helps them to
develop their personal skills. Training provides them job satisfaction and provide self-confidence
to introduce their work. It also raises their work performance and provide them better
understanding for their role in the company. Learning help them to analyse that they are playing
important role in the company. It also motivates and inspire them to work and develop their
interpersonal skills for their career and for future progress. Trainings also assists them to solve a
problem in effective manner. It develops problem solving skills and employees become effective
problem solver.

Benefits for the management:
Training and development culture in the organization also provides different benefits to
the managements. For instance trainings help management to evaluates the employees'
performance which assists them employees overall development. It helps trainer to identify
employee working ability and personality to assign them task. Training and learning
development help company to fulfil their objectives and long term targets (DeCenzo, Robbins,
and Verhulst, 2016). Hotels also get benefits from trainings such as they train employees to
provide effective guest services and if employees provide effective guest services then it will
create positive impact on their image it also creates their loyal base customers. Employees
trainings are importation for the organization because employees and staff members represent the
overall company in front of the customers. So if employees are proper trained then they give
effective outcomes which helps to the company in their overall profit and growth in the hotel
industry.
In human resource management managers also provide promotions and compensation to
the employees to reduce the staff turnover. Promotion provide advancement in employees
responsibilities and working abilities. Employees promotion is important task for HR in
performance management (Storey, J., 2016). It provides motivation inspiration to the staff
members to give their higher performance to get premotion and higher position in the
organization. In performance management for staff members promotions HR apple different
condition such as higher work performance, employees get higher responsibilities after
promotions and promotion provide higher pay income. HR management promote employees
with different purpose which include utilization of employees skills and knowledge for better
results, to develop internal source of staff members and to change the environment. They also
promote employee for better performance management and employees self development. Hotel
also promote staff members to build loyalty and morals in the organization. They also use
employee promotions to reduce staff members turnover.
4. Analyse and revise two existing HR policies and practices from your organization and
communicate to all employees
Human resource has a lot of policies which are present in the market which must be
followed so that there would be higher success and achievements which the organization can

have in the market. The HR Rosewood hotel focuses on training & development and stress
management policies in order to make sure that there are effective functioning and operations
which are taking place in the market. Policies is going to make the functioning and target match
for the company be higher which makes the organization be able to achieve their targets and
goals which they have set. Policies make sure that the working of the internal factors is making
the demands and needs of the customers so that the organization will be able to operate
effectively in the market (Sabiu and et.al., 2019). Recruitment and selection, surveillance and
monitoring, grievance resolution at work, talent management, etc. which is going to be used
effectively in order to make sure that the demand of the clients and employees is present making
the satisfaction level be higher. Businesses in the market have to make sure that they are having
the right functioning since there is a lot of competition which is present in the hospitality
industry which has to be analysed and evaluated effectively so that there are going to be higher
outcomes.
 Stress management
In an organization and specifically in a hospitality industry there is a lot of stress on the
employees which is present and that needs to be solved. Stress situation in Rosewood Hotel is
not good because that makes the productivity and operations much slower and makes the
employees not be able to find balance of working for themselves in market. Flexibility has to be
found by the employees so that there would be higher trust and satisfaction level which the
employees can have. Understanding the workforce is essential in order to be able to operate
effectively in the market. Attitude and behaviour of the workforce is going to vary if there is
going to be higher level of stress which is present on the employees of the company (Markoulli
and et.al., 2017). Support must be given to the employees which is going to make the standards
and reputation of the organization be higher. Too much freedom is also not good which is going
to make a negative impact on the standards and brand value of the company overall. Stress is not
good for health as well which is why the organization will have to make sure that they keep the
safety and health factor for the workforce be present in Rosewood Hotel making the brand value
and image of the company be higher in the competition which is present.
Hospitality industry is having a lot of changes coming in because the lifestyle and
expectations of the clients in this industry is shifting which has to be analysed and made sure that
there would be higher operations and functioning which is going to be present. Helping the

employees is very important and making sure that they are understanding these factors is going
to make the performance and loyalty of the employees be able to work effectively and
efficiently. Work distribution is also going to reduce the stress level of the employees which has
to be done so that there is going to be higher opportunities and working which is going to be
present (Brewster, 2017). Clarity of roles and responsibilities in the workforce is going to reduce
the stress and pressure on them as well since they are going to be aware of the working which
they must do in order to be able to operate effectively in the market. Good planning is very
important for the human resource department to have in the company so that there are going to
be higher outcomes and improvement which can be expected out the employees as well.
 Training & development
Human resource department has to give effective training and development in the
organization for the employees and all the people associated with the organization so that there
are going to be higher operations. Training is going to make sure that the employees are aware of
the changes and good communication which is going to be present that makes the standards of
the company be higher (Esfahani and et.al., 2017). Performance individuals have to be present
which is making the standards of the company be higher and make sure that there are right
actions which are being taken.
Needs of the employees have to be matched so that there is good affordability and
effective learning which would be present. Strategies have to be used which is going to make
sure that there is effective talent management which is going to be present. Role has to be
decided so that there is going to be higher operations and targets of the company are going to be
matched. Company has to implement a lot of changes and get in better operations specifically in
Rosewood Hotel so that there is going to be higher reputation which the organization can have.
Relationship with the employees has to be good so that there is going to be higher functioning
and operations which is going to be there. Policies have to be stronger and measures have to be
taken by the company in order to be able to operate effectively. Behaviour of the employees
must be strong and essential planning must be present as well so that the participation of all the
workforce is going to be equal (Delery and Roumpi, 2017). Development has to be done in the
employees so that the company will be able to operate effectively and make sure that there is
going to be right measures and employment which can be done. Trends have to be followed in

the company like Rosewood Hotel so that they would be able to maintain their standards and
brand image in the market for a long run.
CONCLUSION
From this report it can conclude that human resource management has facing different
issues and challenges in hospitality industry. This report will help Rosewood organization to
understand their human resource department related issues and challenges. It will also help the
company to overcome this issues and challenges with the use of different HR policies. After
analysing the whole report it recommended to the human resource management that they must
use training and development and stress management kind of HR policies to develop and
upgrade the overall organization and to raise the profitability. These policies also help employees
to develop their skills, knowledge and increase their work performance. This report also assists
the company to understand the HR internal and external factors which affects their workplace.

REFERENCES
Books and journals
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practice.
Bratton, J. and Gold, J., 2017. Human resource management: theory and practice. Palgrave.
Brewster, C., 2017. The integration of human resource management and corporate
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DeCenzo, D.A., Robbins, S.P. and Verhulst, S.L., 2016. Fundamentals of human resource
management. John Wiley & Sons.
Delery, J.E. and Roumpi, D., 2017. Strategic human resource management, human capital and
competitive advantage: is the field going in circles?. Human Resource Management
Journal. 27(1). pp.1-21.
Esfahani, S.A and et.al., 2017. Sustainable and flexible human resource management for
innovative organizations. AD-minister. (30). pp.195-215.
Goh, E. and Lee, C., 2018. A workforce to be reckoned with: The emerging pivotal Generation Z
hospitality workforce. International Journal of Hospitality Management. 73. pp.20-28.
Markoulli, M.P and et.al., 2017. Mapping Human Resource Management: Reviewing the field
and charting future directions. Human Resource Management Review. 27(3). pp.367-
396.
Pham, N.T., Tučková, Z. and Jabbour, C.J.C., 2019. Greening the hospitality industry: How do
green human resource management practices influence organizational citizenship
behavior in hotels? A mixed-methods study. Tourism Management. 72. pp.386-399.
Sabiu, M.S and et.al., 2019. Relationship between human resource management practices, ethical
climates and organizational performance, the missing link. PSU Research Review.
Stewart, G.L. and Brown, K.G., 2019. Human resource management. John Wiley & Sons.
Storey, J., 2016. Human resource management. Edward Elgar Publishing Limited.
Online
Rosewood Hotels and Resorts, Our Story, 2021 [Online]. Available through:
<https://www.rosewoodhotels.com/en/about/story>