Human Resource Management and Service Industries | Assignment

Human Resource
Management for
Service Industries

Table of Contents
INTRODUCTION...........................................................................................................................3
TASK 1............................................................................................................................................3
1.1 Role and purpose of human resource management in British airways :.........................3
1.2 Human resources plan to analysis demand and supply British airway :.........................5
TASK 2............................................................................................................................................6
2.1 Employee relationships in Airlines industry...................................................................6
2.2 How employment law affects the management of human resources in a selected service
industry business:...................................................................................................................7
Task 3:..............................................................................................................................................9
3.1: Job Description And Person Specification For A Selected Service Industry Job...........9
3.2: Compare the selection process of different service industries businesses....................12
Task 4.............................................................................................................................................14
4.1: The Contribution of Training and Development Activities to the Effective Operation of
British Airways.....................................................................................................................14
CONCLUSION..............................................................................................................................16
REFERENCES..............................................................................................................................18

INTRODUCTION
Human resources management is the process of recruiting ,selecting, providing training
to employee for there better performance in the organizational. This involve the function like
planning, organizing, directing and controlling. Aim of human resources management is to
managing the human resources of an organizational in a way that the maximum utilisation can be
ensured (Armstrong and Taylor, 2014). Human resources management play a important role in
service industry for administrative function and executive agenda. British airway the second
largest airline in the UK based on fleet size and passengers carried ,behind easy Jet. This report
is based on human resource management for service industry. This is report cover points of role
and purpose of HRM. Plan based on an analysis of supply and demand for service industry
business. This report describe employment relation and law for selected service industry
business. Understand the recruitment and selection in which job description and person
description explained. Compare the process of selection in different industry. Understanding
training and development in service industry business.
TASK 1
1.1 Role and purpose of human resources management in British airways :
Human resources management: HRM describe as the process which is used for
management of employee in British airways. In this service industry human resource consist
major area that is planning and forecasting, training and development. This is based on that how
British airways provide and manage their services. In this how this industry satisfied its customer
in an effective way.
Role and purpose of HRM: Roles and purpose of HRM is given below.
Role of HRM :
Training and development: Role of HRM in British airway is to provide training to their
employment and develop new skill in them. In this British airway should developing particular
skill to a desired by practices. Through training British airway can increasing the knowledge and
skill of an employee. In British airway development is the process where organization provide
various training to them. This training programme enhance new skill and new knowledge.
Recruitment process:Recruitment process is the initial part of HRM in any organization
and this is the big key of success (Baum, 2016). Growth of British airway depends on the skills

of its human resources. Recruitment process of British airway involve the selection of best
suitable candidate who can provide better services through their effective communication skills.
Purpose of HRM:
Planning and forecasting: Human resource planning in this British airway plan to achieve
optimum utilisation of organizationals valuable assets. In this the objective of British airway is to
ensure best fit between the employees and job at the time of avoiding manpower shortage and
surpluses. British airway should analysis objectives of the company. In this formulation of
human resource plan and forecasting demand and supply of the employee and monitoring
controlling and feedback. In British airway human resource forecasting should involves analysis
of employee needs and they effect on a business (Boella and Goss-Turner, 2013). HR of British
airway should forecast bothy short term and long term staffing needs based on organizational
growth and sales.
Budget monitoring : distributing of budget is also the important part of human resources
management. While planning the process of human resource management and the
implementation its important to focus on budget. The budget of British airway is considered by
finance department. This involve cost and organization can not exceed its cost.
Soft HRM and hard HRM: hard HRM define as in which employees are treated as resources
for British airway like any other sources such as land ,assets etc. with this soft HRM is define as
employees of British airway treated as competitive advantage. Without the support of human
resource British airway not be able to survive in the competitive market.
Importance of the HRM:
HRM play a very important role in the organization in which they have to select right
person in their organisation. Importance of HRM is explain below:
Hire right person at the right time at the right place: In this it is the responsibility of
the HR to hire the right person who is work effectively in the organisation. Hire the person at the
when organisation required in the organisation.
Recruiting and on boarding: In this HR play an essential role in which they hire
candidate with selection of their resume. The determine most effective method for recruiting and
applicant.

1.2 Human resources plan to analysis demand and supply British airway :
this very important for British airway to manage demand and supply of employee according to
the requirement. In British airway has its flights to maderia from heathrow. Duration of flight id
4 hour and there will be four flight from hetathrow and returning from mederia per week. In
summer season which is the peak season in which British airway add three more flight from
maderia to heathrow(Bon and Mustafa, 2013) . Demand and supply is given below:
Audit: In this organisation recruit individual in the organisation and select the right person.
In HR plan the first step is to screening of the resume and select the right candidate for the job.
Induction: This is the programme in which organisation describes all the process which is
going on in the organisation. Induction can be define as the introduction session for new
employees in the organisation. In this organisation appreciate the performance of employee.
Analysing organizational objectives: Before starting any HR plan its very important for
every organization to set and analysis the objectives. British airway have there objective add
three more flights and managing all the function of this. Main objective of this is to add three
more flight. HRM started working on this, where they have to manage all the demand and supply
of employee.
Inventory of present human resources : In this current number of employee and their
capacity , performance and potential can be analysed. In British airway flights which is going
before the peak season does not need any human resources. Flights after peak season which
need human resource(Bonet, Cappelli and Hamori, 2013). In this HR of British airway
recruiting employee through internal and external sources. British airway required 6 pilot for
there three more flight. In this manger of British airway gather data of employee which is
required.
Forecast demand and supply of human resources: in British airway 6 pilot are required for
three more flight but there is seven applicant presented. In this according to the demand pilot is
placed. Requirement which is mentioned according to that only demand can be full fill. Demand
should meet job description and job specialisation. In British airway they 8 Air-hostess and 6
pilot for that reason they can not hire 10 pilot and 11 air hostess.
Estimation manpower gap: In this manpower which is required employee in the
organization. Comparison of human resource demand and human resource supply will provide

the surplus of human resource. In there is very important part of providing proper training and
development for upgrade the skills of employees.
Formulating the human resource action plan: when all the steps clear after that HR need to
formulate this. In British airway objective is define of extra three flight . After that formulated
programme of recruitment and selection according to which hire pilot and air hostess. This point
should be considers that they meet there job specification . Formulating the plan of providing
training and development there skill in organization. After deciding all four steps or make action
plan formulate it.
Monitoring, control and feedback: In this after formulating the action plan of British airway
now the time of monitoring , control and feedback that plan. Progamme which is formulated it
should be monitored that this is going according to the action plan. If there is any mistake
correct it same time (Bratton and Gold, 2017).
TASK 2
2.1 Employee relationships in Airlines industry
Employee relation: This is define as the relationship between the employee and
employer which they share in the Airlines industry. For every organization this very important
that employee are comfortable with each other this create the healthy environment in the
organization. in Airlines industry an employee must try his level best to adjust with each other
and should comprise his best extent possible. This involve employee participation in which
employee of Airline industry take participate in planning. The more employee involve in
organization discussion the more relation established well in Airline industry .
Employee unionisation: In the airlines industries lobar unions are play the critical role.
In Airlines industry half of people who working in the air transportation industry are unionised.
BA staff and management are the two aspect of the airlines industry. This relation affect
the ways that firms relate to their employee. Relationship with employee is very important for
the airline industry. BA staff has the ability to affect the airline performance in affective this can
be in negative and positive. In this with collective bargaining, employee can achieve high
security and high wages but this affect negatively the firm with high cost and low operating
flexibility.

Different current state of employee relation is describe below:
Culture: in airlines industries it required all the employee and staff members should be
in formal attire and professional uniform. This is different from the any other working
organization. Airline industry has its own values and culture.
Collective bargaining : this is define as the process by which member of trade union and
employer negotiate upon the scope of employee relation. For Airline industry it is very
important to treat all employee equally in organization.
Negotiation: Employee of Airline industry are able to negotiate and make voluntary
argument on many topics(Chelladurai and Kerwin, 2018). The topic such as promotion,
benefits and employment term for handling disputes.
Employee participation and empowerment: in this all the employee of Airline industry
including workers and staff allowed to participate in planning. The planning about the roles
and responsibility in accomplishment of objectives .when Airline industry involve employee
in the planning than its create less conflict in the organization. The relation between the
employee and employer improved which play the essential role in Airline industry. The
empowerment of is given to the employee in Airline industry by assigning them the
responsibility related to satisfaction of customer at Airline industry.
Grievances and disciplinary procedures: Airline industry addressed grievance of
employee trough formal and informal meeting by trade union .this is the responsibility of
Airline industry to solve all the grievances of employee(Coles, Bailey and Calvert, 2012).
The code of induct for the employee and staff are describe to ensure. That disciplinary
procedure should be implemented within the Airline industry.
2.2 How employment law affects the management of human resources in a selected service
industry business:
This is very important for all the organization to follow all the laws of government. This is
the law that governs within the organization. This is for everyone who is working the company.
Employee legislation execute for regulate the relationship between business and their employee.
This is made foe protecting employee from wrong doing by their employers. The different laws
which affect the human resources which is given below:

Employment relation: this is define as the legal link between employee and employers.
This act is formulated at the time when employee perform its work or services under certain
conditions in return for remuneration. This act is for build productive employment relationships
through promotion of trust and confidence. This act encourage good faith behaviour and for
promoting collective bargaining(Jiang and et. al., 2012). This act is for manage relationship
between employer and employee. An organization with good relationship programme provide
fair treatment to all employee so they loyal to the company. This is the responsibility of HR to
create better relations between employee of the organization.
Employment rights act:the employment right act is a UK act of parliament passed by
the conservative government to codify existing laws on individual rights. The employment act ,
rights awarded to employee ,including reasonable notice before fair dismissal ,time off for
parenting. There is an right of health and safety at work in which this ensure that safety and well
being is presented in work place. Normal working hour should be set out in the contract of
employment. Employment right include eligible employees receive overtime wages for hour
worked over the 40 hour work week. Work place should be safe and healthy according to
guidelines(Lashley, 2012).
Contract of employment: this is define all the term and condition is mentioned at the
time of joining of employee. In this organization explain all there terms and condition about the
company. This term and condition as any bond if sign before that employee can not resign in the
job. This include termination and resignation. Basically it is known as employee agreement in
which written documentation provided to employee. This covers all of the terms of the new
working relationships that will exist between the employer and employee. All the terms and
conditions which is mention in document employee can not break it because this is the legal
environment. This is also details the condition under which it can be law full by either party. In
this the correct procedure to be followed in its termination. This is the responsibility of HR to
provide all the detail to and term and condition provided to new employee.
Health and Safety at Work Act 1974 : This act is define as lays down wide ranging
duties on employers. In this organisation should protect the health, safety and welfare at the for
the all employees. In this organisation should take care about the their premises which include
clients, visitors and general public.
Licensing Act 1964

Data Protection Act 1998 : This data protection act is the act of UK act of parliament
designed to protect the personal data which is stores in the computers. This is anything holding
personal data for other purpose way to thye legally onliged to comply with the act of data
protection act.
This is very important for the organization to follow all the term and conditions in there
organization. Employee rights define as provided fair pay to them, provide them overtime pay
and provide equal opportunities. Employment contract in which before joining the company
employee should be aware about all the terms and condition. In all the law and legislation of
government HR play a important role . HR follow all this laws in organization and manage
everything or every activity.
Task 3:
3.1: Job Description And Person Specification For A Selected Service Industry Job
Recruitment and Selection: There are certain abilities which needs to be identified in a
candidate before hiring for a position by a Human Resource Management. The people of British
Airways seek the employees according to the job specification and the company's objectives. So,
recruitment and selection process plays a vital role in the analysis of the right candidate. It helps
in determining the potential of the candidate and at the same time diminishes the cost incurred by
the organisation.
Job Description: It is a document that states the roles, responsibilities and duties of a job
position that needs to be filled.
Person Specification: It refers to the description of the person required for the job. It
consists of the qualifications and skills required for the job(Muduli and et. al., 2013)
Curriculum Vitae : It is a review of person's qualifications, abilities, and experiences that
quantifies the person for seeking the job opportunity.
Job Description and person specification at British Airways be like:
Job Description
Organisation: British Airways
Division: BA CityFlyer
Job Title: Cabin Crew London City

Job Location: Heathrow, London
Working conditions : Able to work 24 hours a day, 7 days a week and 365 days in a year
Job Summary
British Airways is looking for a suitable candidate to join the cabin crew of BA CityFlyer. The
role of the position is to work reliably and prove as a role model for colleagues, crew and
customers and deliver outstanding customer service.
Role
 Can think on their feet and bring innovation through their work.
 Smartly Understand the need of customers and industry and provide digital solutions to
beat the competitors.
 Cost conscious and able to reduce the complexity of the work.
 Capable to work in a team
PERSON SPECIFICATION
Organisation: British Airways
Job Title : Cabin Crew London City
Qualification – Masters on Consumer Behaviour and experience in hospitality or travel
industry
Essential Criteria:
 Feels joy in interacting with the customers.
 Capable to handle the queries of customers and provide creative solutions.
 Build effective relations with customers and colleagues.
 Showcase high personal and professional standards.
Desirable criteria:
 Minimum one year Experience in any airways or hotel company.
 Hold a valid passport (validity with minimum 12 months of expiry)
 Fluent in speaking and writing English.
 Able to locate away from home for some period of time.

 No tattoo or body piercing that can be seen from the uniform.
CURICULAM VITAE
Curriculum Vitae
Name: Edward Gates
Address : 20th Main Street, London.
Phone No. - 785795122
Profile summary: Completed Masters with distinction and worked as a cabin crew for two
years in a renowned airways in London.
Specialisation:
 Capable to handle the issues of customers on air and on ground. Able to showcase the responsibilities assigned in an efficient manner.
Educational qualification: -
 Bachelor in Business Administration.
 Masters in Customer Behaviour with distinction. Two year diploma in hotel management.
Declaration:
I hereby declare that the details mentioned above about me is true in the best of my knowledge
as mentioned on my records .
Date : April 11, 2019
Place : London
Role Performed Job description
The role performed by Job description in selection process helps recruiter in distributing
the qualities required by a candidate to perform the job. It helps in breaking down of duties so
that they a recruiter can realise the worth of an individual and make the hiring decision.
Role Performed Person Specification
It helps in enhancing and learning about the skills and capabilities of a person, so that a
recruiter can make hiring decision according to the job role.

3.2: Compare the selection process of different service industries businesses
British Airways and Transport for London are two firms operating in the same industry.
British Airways is the second largest airline company in the United Kingdom operating in 180
countries whereas Transport for London is a government body in Greater London, England
responsible for serving in states of London. Both the companies are quite different in the scale of
their operations so is their selection procedures(Nallusamy, 2016)
Selection Process of British Airways: The selection procedure of an employee in
British Airways goes through series of steps. There are nine steps in this process, namely:
Step 1 Vacancies are placed on British Airways Career Page
Step 2 Applicants complete the online questions regarding the requirements of the job
Step 3 After clearing the second step with necessary 'yes' , applicants need to fill interest
form
Step 4 Complete an On-line Application form
Step 5 Online Psychometric tests including numeracy, verbal reasoning, spatial reasoning
and situational judgement test
Step 6 Test regarding situations, group exercise, role plays and interviews
Step 7 Background check and medical check
Step 8 Training offer- to undergo six weeks training in cabin crew
Step 9 Start the job after successful completion of training programme
Every applicant needs to clear a step before reaching to the next level or else they are
eliminated from this process.
Selection Process of Transport for London: The selection procedure of Transport for
London contains mainly eight steps. These steps are:
Step 1 Vacancies are placed on the website of Transport for London
Step 2 Applicants need to create a login and password to apply
Step 3 Applicants selected need to fill an online application form

Step 4 Applicants chosen needs to go through an on-line situational judgement test
Step 5 Written assessment session
Step 6 Successful completion of previous step lead to role play exercise and interview
Step 7 References and medical tests
Step 8 Job offer
Here as well, applicants needs to pass through a step before going through the next. The
series of steps involved here makes the procedure difficult to clear.
Comparison of steps: Both the airlines have a challenging steps for their applicants to go
through. The series of steps in British Airways selection process is tougher than that of Transport
for London. The steps involved here are difficult to clear than that of Transport for London.
Applicants applying in Transport for London have to go through a slightly smaller procedure as
the steps are less in number, whereas, British Airways has more steps in this process. But, there
are some steps common in the selection process of both the companies like role play tests and
situational analysis. British Airways can reduce some steps in their process by merging the steps
like five and six which consists of different types of tests, so, instead of arranging tests twice for
different steps they can organise it once, thus, reducing their costs.
Basis British Airways Transport for London
Job Description The job description is the very first
step of this process, in BA they
issue job description according to
the need of personnel arise. This
allows the firm to appropriately
find desired candidates to fill up
the job vacancies.
The Job description of all the
employees are done before hand and
if a person leaves the job, the same
job role is put up on the next
candidate. In contrast to BA, TFL
internally fills up positions which
reduce the chances of outside
recruiting.
Person
Specification
The person specification plays a
major role, as in British Airways a
person is called for interview only
Here, in transport for London, person
communication and soft skills are
taken into consideration and and it

if the desired qualification a person
possesses.
cannot be noted via person's CV.
Thus, person specification is not
given as much importance in TFL as
in BA.
Overall procedure of Selection of both the companies is accurate and help them in getting
a personnel which would be able to justify the role and responsibilities of the job expected from
them.
Task 4
4.1: The Contribution of Training and Development Activities to the Effective Operation of
British Airways
Training: Training refers to various teachings, skills, knowledge, competencies
transferring to the individual seeking the job. It helps in improving the capabilities of a person
and helps in achieving their goals and objectives. Every person seeking the job needs to go
through for training to better understanding the environment of the workplace. It can be on the
job and off the job. On the job training refers to the training provided while working
simultaneously, whereas, off the job training refers to the training seeking without working.
Development: It stands for growth that is achieved via various tasks and procedures to
enhance the opportunities in order to attain the goals and objectives efficiently(Noe and et. al.,
2017). It is very vital for an organisation to constantly develop while working as it helps them in
achieving long term value along with customers, industry and competitors. Every small and large
organizations needs to develop in order to taste the success or else they are just working for
nothing.
Difference between Training and development:
Many a times, it has been noted that people get confused with Training and Development.
They both are quite different terms. Training involves program in the organization that leads to
development of skills and knowledge of an employee, whereas, Development is a vast term
which contains learnings and growth of an individual all over their life.
Factors affecting training and development at British Airways

There are various factors that works as a guiding light for training and development at
British Airways. Some of them are:
Budget: it refers to what amount has been sanctioned by top management in order to
carry out the training of employees.
Purpose: What is the purpose of training plays a major role in establishing standards on how
effective training needs to be.
Audience: It refers to for whom the training has been organised. It is necessary to keep in
consideration before preparing training program.
Evaluation of Effectiveness of Training and Development at British Airways
The factors help in evaluating the effectiveness of Training and development plan at
British Airways are:
Knowledge: The one of the most important factor through which effectiveness of training and
development can be judged is to know the knowledge gained by employees after it.
Goals Achieved: How early BA can achieve their goals and objectives will serve as a light to
measure the effectiveness of Training and development program.
Contribution of Training for effective operations in British Airways:
British Airways felt the need to introduce training in their operations because it is very
vital so that the customers can experience the utmost satisfaction. British Airways thought that
instead of providing behind the desk help, after the training staff will be seen walking in the
terminals, reaching out to the customers. British Airways believes in on the job as well as off the
job training in order to satisfy their customers. The different types of training provided to the
employees of British Airways include:
Onboard Training: It refers to the training provided in the different departments specific
over a long period of time. British Airways employees are trained while they are working in that
department for effective results.
Soft-skills development training: It refers to the training of soft skills like communication,
presentation, problem-solving, conflict resolution, leadership, ethics and time management. It is
very important for the employees at British Airways to understand the importance of these skills
specially in this industry.
Mandatory Training: It contains the necessary training of industry in which employees are
working. This training involves various regulations and laws protecting the employees and

customers. It also contains safety instructions that staff of British Airways has to go through in
order to safe guard the people.
The training provided by the British Airways helps the employees in successful
implementation of their roles and responsibilities in the day-to-day operations of the business. It
helps them in effectively managing their operations in business and helps in achieving the goals
of employees as well as organisation. These training helps in the growth of a person in
professional frontier(Teo, Reed and Ly, 2014). ..
Effectiveness of Training and development:
Effectiveness of training refers to measurement of the training in achieving the goal
assigned with it. Training helps in establishing the method in which employees are expected to
behave. Similarly, the employees of British Airways are gone through the excessive training in
order to set up the behaviour expected from them. The benefits from this training can be
established by the fact that the employees knows how to behave and help with problems of
customers. The other benefits of this training is that the employees are able to see the growth
after joining British Airways.
Development is a limited resource, and it is needed to be spend accurately in order to
achieve success. Similarly, the effectiveness of Development needs to be measured as well in
order to know where the organisation is heading to. In British Airways, it is important to
understand the role played by the development in order to attain goals and objectives. A person's
development never stops, as the process of development is never ending and British Airways
realise the importance of it by establishing methods of identifying how an individual has been
developed over the course. The methods here used are interviews after some time, promotions
received, measurement of overall performance and many more.
From the above discussion it has been concluded that training and development plays a
very important role in an organisation. British Airways, training and development process is very
effective as it is able to achieve their objectives. The employees training and development has
led to the success of British Airways as they are able to create a position for themselves in the
market. Other than that, it is important that British Airways realised the worth of right training as
it helped them in achieving an advantage in front of their competitors.

CONCLUSION
From the above report it can be concluded that the Human Resource Management plays a
vital role in any organisation and the varied factors related to personnel creates an organisation.
It is essential for organisation to effectively analyse the role and purpose of Human resource
management which is important for companies to effectively manage the human resources of the
organisation. In addition, it is very crucial that healthy employee relationships are maintained
within the company along with compliance with employment laws to ensure smooth working.
Furthermore, job description and person specifications provide insight on several job roles within
the firm as well as personal skills and experiences. Lastly, it is very important for organisations
to adopt appropriate selection processes within the company and appropriately ensure training
and development to effectively carry operations within the firm.

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