Effective Human Resource Management in Holiday Inn

The assignment focuses on the role of Human Resource Management (HRM) in a hospitality business, using Holiday Inn as an example. It covers training and development programs, recruitment processes, and employee engagement. The importance of customer satisfaction is also emphasized, highlighting the connection between employee satisfaction and customer satisfaction.

Human Resource Management For Hospitality Industry
Human Resource Management for Hospitality Industry
Chosen Organization: Holiday Inn (Task 2 and 3)
Student Name
Institute Name
Date
1

Human Resource Management For Hospitality Industry
Executive Summary
This study aims at providing a detailed and comprehensive analysis of essentiality and
requirement of human resource management in hospitality business. This assignment has been
made on a chosen prominent organization which is engaged in hospitality business named
Holiday Inn. This assignment includes job description and person specifications in Holiday Inn
and comparison of selection in this hotel with other businesses.
2

Human Resource Management For Hospitality Industry
Table of Contents
Task 2..........................................................................................................................................................3
Introduction.............................................................................................................................................3
Job Description and Specification:..........................................................................................................4
Comparison of Selection Process with Pizza Hut....................................................................................7
Selection process of Pizza Hut.................................................................................................................7
Selection Process in Holiday Inn.............................................................................................................8
Conclusion and Recommendation...........................................................................................................9
References...............................................................................................................................................9
Task 3..........................................................................................................................................................9
Training and Development Activities in Holiday Inn..............................................................................9
Effective Operation of Human Resources in Holiday Inn......................................................................10
Conclusion and Recommendation.........................................................................................................11
References.............................................................................................................................................11
Task 2
Introduction
Job description in general sense refers to a certain position in a organization named Holiday Inn.
This job description is simply based on the results of the analysis and interpretation of the job
3

Human Resource Management For Hospitality Industry
recruitment process. The description of a job basically consists of the scope, objective, purpose
and responsibilities. By going through the requirements of the job description one can have an
idea regarding the requirement for a vacant job which helps both the applicant and the
interviewer. A job description can be defined as a written description containing level of
experience, educational qualification, skills, qualities etc. This job description helps to define the
aspects of the requirements which an applicant should possess to fill the specified vacant
position.
Job Description and Specification:
An example of the job description and specification has been provided in relation to the bouquet
manager in Holiday Inn Hotel;
Job Description and Specification
FOR THE POSITION OF BANQUET MANAGER IN HOLIDAY INN HOTEL
Position: Banquet Manager
Department: Catering
Supervision: Staff Banquet, Serves and Housemen
Reporting: Director of Holiday Inn Hotels
Liaison: Executive Chef, Corporate event and Sales Coordinator, Wedding Coordinator
Scope and Purpose of Job: Banquet Manager is responsible for the arrangement of the banquet
such as cleanup, presentation and preparation of food, selection of Menu etc. Apart from that he
is also responsible to check the quality of service and services provided to the customers.
Duties:
To maintain a professional approach while dealing with the guests and co-workers
The interaction with the guest and vendors must be in a professional manner.
4

Human Resource Management For Hospitality Industry
The proper dealing of customer complaints and feedbacks and to ensure that the customers are
not dissatisfied with the services
To deal with the customer complaint and feedbacks immediately and make arrangements for
quick responses
Focusing and maintaining coordination with the team members for the timely delivery of
services.
Staying in touch with the kitchen for the smooth production of service
To ensure that all the staff members are well prepared for customer service
Inspection of the arrangement of table setting which includes table cover, cleanliness of table
covers, glassware and silverware
To ensure the ambience of the service is good and proper arrangements for the same has been
made.
Monitoring the activities of the team members and ensuring that they are working efficiently
according to their respective job requirements
To check the service and storage of the arrangement area is clean
Pay attention to the security arrangements
To ensure the completion of training programs
Conducting staff meeting and ensuring the completion of the daily work
Providing work schedule to team members and make sure the work has been completed
according to the requirement
Reviewing the performance of the staff members on regular intervals
To conduct the meeting with top managerial persons to discuss the future strategy of the services
5

Human Resource Management For Hospitality Industry
To review the compensation plan
Managerial Duties:
To prepare the summary of work on a daily basis and conduct meeting as requirement by the
organization to perform a particular task
Other Requirements in relation to Skill, Knowledge and Capacity:
Must have a degree in hospitality
Should have prior experience as a manager in Hospitality Sector
Knowledge of food and its presentation services
Good spoken and written communication skills
Should have sound knowledge of English
Able to work in a team
Have leadership Quality
Can handle the queries and feedback of the customers positively
Can work in Pressure
Should have the quality of tactful listening
Able to work in flexible hours
Can manage the diverse situations
6

Human Resource Management For Hospitality Industry
Must be well aware of the consequences of hospitality industry
Comparison of Selection Process with Pizza Hut
The term selection refers to selecting a potential candidate form a large number of eligible
candidates for a job vacancy who have the ability to work towards the accomplishment of the
organization goal of Holiday Inn Hotels. The selection process has been divided into five types
which are a follows;
External Recruitment
Job Specification
Job Description
Induction
Training
Selection process of Pizza Hut
There are two types of recruitment and selection process that are being followed at Pizza Hut
namely internal and external. In internal recruitment there is only posting of jobs inside the
organization whereas in case external recruitment the job vacancy is advertised in recruitment
portals, newspapers and other advertising modes.
Stages of selection process:
Screening of candidates:
After the reception of the application, the screening of the same are done which is done by the
human resource manager of Pizza Hut. The human resource manager is given the task to analyze
the applications and chose the most suitable candidate for the provided vacant job opening.
Written Test:
7

Human Resource Management For Hospitality Industry
Once the screening is done, the candidates who are selected in screening called for the written
test. This written test is conducted by the organization to test the skills and knowledge of the
applicant.
Initial Interview:
Once the written test is over, the selected candidates then invited for the face to face interview in
the manager of the restaurant.
On-Job evaluation: c
After the initial interview, the selected candidates are invited for three days on job evaluation to
test their skills and knowledge.
Reference Checks:
Then for the verification of the information and check the authencity of the information provided
by the candidates in the job application reference checks are conducted.
Final Interview:
After the completion of all the aforesaid tests, the selected applicants are invited for final round
of interview which is taken by the Human Resource Manager, Floor manager and team leader.
Selection Process in Holiday Inn
Holiday Inn one of the prominent names in hospitality industry. It company provides various
facilities and amenities which includes lounge, luxury room, wifi, etc.. To meet such requirement
professional and experienced staff members must be appointed. These employees of the
organization are appointed through recruitment and selection process. The various measures of
human resource management has been taken by the management of Holiday Inn Hotels which
includes development and training sessions as well as reward programs. The main aspect of the
aforesaid training session includes education, development, recruitment, succession planning,
employment relation etc.
8

Human Resource Management For Hospitality Industry
Conclusion and Recommendation
With the above discussion and explanation, it can be concluded that Human Resource
Management acts as an integral part in a hospitality business for its long term growth and
success. The various measures of human resource management has been taken by the
management of Holiday Inn Hotels which includes development and training sessions as well as
reward programs. The main aspect of the aforesaid training session includes education,
development, recruitment, succession planning, employment relation etc.
The Hotel works and ensures that employee satisfaction is one of the important results for the
establishment of customer satisfaction. The hotel should consider regarding the training and
development process for the improvement in the performance of the employees to meet the
demands and choices of the customers.
References
Applications, J. (2011). Holiday Inn & Express Interview Questions & Tips .
Bako, Y. A. (2017, March). Recruitment And Selection Procedures And Their Relative
Effectiveness On Employees' Performance .
Çakar, K. (2018, January). Employee Recruitment And Selection Process Within Hotel
Establishments: A Comparative Case Stud .
Group, I. H. (2018). Celebrating difference .
Resorts, I. H. (2018). Application for Recruitment .
Task 3
Training and Development Activities in Holiday Inn
The Human Resource management is for a set for the staff members of the hotel who is ready to
work for the accomplishment of the organizational goals and objectives. The basic main of
Holiday Inn Hotels is to appoint and encourage the talents which ultimately lead to the creation
of successful hotels. The loyalty and engagement of employee is considered as one of the major
aspects of successful business enterprises.
9

Human Resource Management For Hospitality Industry
For this, an award winning work atmosphere has to be created by the human resource department
of the hotel Holiday Inn. The hotel conducts comprehensive training programs for the creation of
efficiency in the performance of the employees. The training and seasonal reward programs done
by the organization plays an essential role in the employee engagement and empowerment. The
Hotel to hire best talent ensure to nurture the employees with best possible means by providing
training, development and reward programs for the employees.
Hospitality is not only a job its related to serve the people. The customer service plays an
dominant role in the long term growth and success of a hotel. Similarly, the Hotel Holiday Inn
also conducts training programs on the feedbacks and complaints of the customers. The hotel
considers that the organizational objective of the hotel is indirectly related to the customer
satisfaction.
The hotel Holiday Inn also conducts tried and tested programs to encourage the new talents in
the industry. The test programs include succession planning, leadership improvement,
performance management, recruitment process, compensation guidelines, employee engagement,
employee empowerment etc.
Effective Operation of Human Resources in Holiday Inn
For successful running of the hotel, the human resource management has been maintaining a
good track record for the improvement in the performance not only nationally but also at
international level of operation of Holiday Inn. This is possible due to the strong ability and
efficient staffing of the human resource.
The hotel has the authority is access the database of National Recruitment Operations Centers
which facilitates the expertise in recruitment and talent acquisition in hospitality business
centrally.
The Hotel also has a competent and loyal work force which plays an important aspect of
accomplishment of organizational objectives. The working capacity of the loyal members of the
organization leads to increase in productivity and reduction in cost.
10

Human Resource Management For Hospitality Industry
The implementation of corporate responsibility programs in Holiday Inn also creates opportunity
for the long term growth and success of the organization.
Apart from that the company also has great working environment such committed staff members
with inspiring work culture and professional ethics.
The career opportunity of the hotel is also many which depend on the educational qualification,
skills and knowledge regarding the hospitality business. The hotel has international operation in
more than 100 countries across the globe with a powerful and loyal human resource.
Conclusion and Recommendation
With the above discussion and explanation, it can be concluded that Human Resource
Management acts as an integral part in a hospitality business for its long term growth and
success. The various measures of human resource management has been taken by the
management of Holiday Inn Hotels which includes development and training sessions as well as
reward programs. The main aspect of the aforesaid training session includes education,
development, recruitment, succession planning, employment relation etc.
The Hotel works and ensures that employee satisfaction is one of the important results for the
establishment of customer satisfaction. The hotel should consider regarding the training and
development process for the improvement in the performance of the employees to meet the
demands and choices of the customers.
References
Express, H. I. (2018). LETTING PEOPLE LEARN THE WAY THEY WANT .
Limited, E. G. (2008). Recruitment goes into overdrive as InterContinental Hotels battles for
talent: Group plans major expansion , 16 (5).
Nickson, D. (2007). Human Resource Management for the Hospitality and Tourism Industries.
Taylor & Francis a.
Ruth Mcphail, Shane Berry, Michael C.G Davidson. Hospitality HRM: past, present and the
future , 23 (4), 498-516.
11

Human Resource Management For Hospitality Industry
Slobodan Ivanović, Vanja Ivanović, Maja Blažević. (2008, May). Human Resource Management
In The Hospitality Industry , 561-569
12