Strategic Human Resource Management

This assignment delves into the crucial role of strategic human resource management (HRM) in achieving organizational success. It requires students to examine various theoretical frameworks and empirical studies that shed light on the relationship between HRM practices, employee outcomes, and overall firm performance. The analysis should encompass key aspects like talent acquisition, training & development, compensation & benefits, performance management, and employee engagement. Students are expected to critically evaluate the evidence presented and draw conclusions about the effectiveness of different HRM strategies in driving organizational excellence.

Human Resource
Management for Service
Industry

Table of Contents
INTRODUCTION...........................................................................................................................3
TASK 1............................................................................................................................................4
1.1 Purpose and role of human resource management in Hilton................................................4
1.2 Plans of human resources on the basis of supply and demand analysis................................5
TASK 2............................................................................................................................................7
2.1 Current state of employee relation in hospitality industry....................................................7
2.2 Effect of employment laws on human resource management..............................................8
TASK 3............................................................................................................................................9
3.1 Job description and person specification for the position of receptionist in Lensbury Hotel
.....................................................................................................................................................9
3.2 Comparison of selection process in different service industries.........................................11
TASK 4..........................................................................................................................................12
4.1 Contribution of development and training activities for the effective operations..............12
CONCLUSION .............................................................................................................................13
REFERENCES..............................................................................................................................15

INTRODUCTION
Human resource management can be defined as the term which is helpful in describing
the formal system for the administration of the people in an organisation. It can be defined as the
proper management of the human resources, who are the key part in success and growth of an
organisation. It is carried out in order to increase employees performance so that they will be
able to achieve desired targets of the company (Storbacka, 2011). This report is based on the
topic of Human Resource Management for service industry. Service industries are the kind of
business that operates for a customer, and sometimes provides goods but they are not engaged in
manufacturing. This report is based on the cases of hospitality industries in UK, which are one of
the main part in the economy of UK. This report will help in understanding the various purpose
and role of human resources management in service industry and also helps in analysing status of
employee relation in an industry.
TASK 1
1.1 Purpose and role of human resource management in Hilton
Human resource management can be defined as the basic function for managing business,
which is basically designed to manage needs of human resources in an organisation and also
helps in maximizing employees performance level. It includes several processes which helps in
the training, recruitment and management of human resources in order to achieve targets of
hospitality industries (Human Resource Management Review. 2017). These industries are the
leader in market in the area of service industries. Human resource management is concerned with
training, recruitment, selection, maintenance, development and motivation of employees in
service industries. Performance of hospitality industry depends on the efficiency and capability
of human resources involved in working there. According to the current scenario, hospitality
industries are facing poor conditions and lack of planning for human resource management, for
the solution of such problems it is necessary to analyse HRM' s role in hospitality industry in
order to reduce issues which are being faced by the industries. Main purpose and role of human
resource manager is to hire employees, give training to them and to develop their performance
for the achievement of targets in service industries. Role of HRM in hospitality industry can be
defined as follows:

 Employee's identification: In this step, HR manager analyse the requirement of human
resources and personnel in hospitality industry. In order to meet human resource's
requirements, HR manager make use of recruitment and selection methods, which helps
in the hiring of desired candidates (Sparrow, Brewster and Chung, 2016). Assessment of training needs for employees: Performance of employees has been
analysed by the HR manager and also assess the needs of training for the existing
employees like manager, staff people of hospitality industry etc. Development and
training programs are being conducted to enhance employee's performance. Maintenance of relation among management and employees: Identification of the gap
which create problems must be identified by the HR manager. He has to make sure that
the relation between management and employees are positive or not and he also analyse
the communication gap among them. Staff member's welfare: HR manger is responsible for the welfare of customers and
employees in hospitality industry, and for this working environment has been analysed in
hospitality industry which should be secure and safe for customers and employees (Purce,
2014).
 Employee appraisal and reward: After analysing the employee's performance, appraisal
and rewards are given to employees on the basis of their performance. These can be in
the terms of non-financial and financial incentives.
1.2 Plans of human resources on the basis of supply and demand analysis
Human resource plan can be defined as the continuous procedure which helps in
identifying current and future requirements of human resources in hospitality industries so as to
achieve goals and objectives. This kind of plan is an important part of strategic human resource
management which helps in reducing the employee's turnover and also maintains competitive
advantage (Wright and McMahan, 2011).

(Source: Supply and demand, 2017)
The changing environment and external & internal factors have influence on the hospitality
industry for the planning of the human resource. Human resource plans have five steps which
can be described as follows: Assessment of human resources: HR manager focus on employees practices and
business activities. Employee's performance affects the productivity of hospitality
industry, so it is necessary for the employees to analyse employees performance level and
this can be done by assessing human resources (Mossholder, Richardson and Settoon,
2011). Demand forecast: Availability of the staff as well as positions so as to identify the
requirements of personnel is being monitored by the HR manager for the vacant positions
in hospitality industry. A plan has been build up by the manager in order to identify
current and future requirements of human resources. Demand forecast of human
resources is being done. Forecasting of Supply: After analysing demand forecast, forecasting of supply in order
to meet demand forecast of hospitality industry is being analysed by the HR manager.
Forecasting of supply can be defined as the process of estimating human resource and
personnel's availability which are being followed after forecasting of demand. Matching supply and demand: In this step, forecasting of future supply and demand of
human resources are being done. In this step of matching, supply and demand both are
brought in equilibrium position which helps in solving shortage and over staffing
problems (Jiang and et.al., 2012).
Illustration 1: Supply and demand, 2017

 Action plans: It is the last in the process of human resource planning and it is concerned
with surplus and shortage of human resources in hospitality industries. In this step there
are activities like selection, recruitment, development, and training (Guest, 2011).
There are also several factors which have impact on HRM planning, these are: Government legislation: These are defined for regulating hiring practices which affects
human resources planning and compensation. Discrimination charges on the basis of
colour, gender, race, sex etc. should be avoided by the managers. Economic trends: Money which is available for salaries, equipment and development is
the major concern in HRM planning. However equal role is being played by external
economies. Economic factors in the planning of HRM how many employees will be
needed and how much money can be paid to them by companies . Technological developments: New technology helps in bringing requirements of new
skills, so hospitality industries should be aware of training needs and proficiencies while
HRM planning.
 Demographic changes: It is the main reason hospitality industries adapt HRM practices
so that they can give response to the diversity in the labor markets. With the help of this
factor industries will be aware of ageing society which includes pressure on welfare and
health services, gradual retirement etc. (What is human resource management?. 2017).
TASK 2
2.1 Current state of employee relation in hospitality industry
Employee relation is concerned with the emotional, contractual, practical and physical
relationship between employee and employer. The hotel industry is generally labor intensive and
gets dominated by the employee's behaviour who are working in an organisation. Conditions of
working in hospitality sector are different from the all other industries. The density of the
workforce who are working in hospitality industry affects the working environment and
relations. Cultural significance of the country from where companies recruit employee's plays
important role in the hotel industry. The hospitality industry is one of the highest growing and
contributing segment of economy. The main of the hotel industry is to give excellent quality of
services to the large number of customers (Flamholtz, 2012). In order to maintain the reputation
and brand image in the market, hospitality industry make sure that the regulations and rules are

strictly followed that are laid down by government. Role of unionisation helps in maintaining the
employee relation in many ways, that can be explained as follows: Collective Bargaining: labor unions are being developed in order to give equal
bargaining power to employees with their employers, who has ability to set rules and
conditions of pay and work. The National labor Relations Act, explains that employees
have the right to collectively bargain with the help of their union representatives. Negotiations: It make involvement of the discussions so as to make agreements. In this
those parties are involved who have various differences of interest. Mangers do
negotiations with employees and trade unions regarding work related issues, which helps
in maintaining employee relation in hospitality industries. Consultation: It is the process by which employees and management discuss various
issues regarding mutual concern. It involves managers and the employee's views are also
taken into consideration either directly or with the help of their representatives, this
process maintains the employee relations in hospitality industry. Employee participation & involvement: Involvement and employee participation in the
process of decision making in hospitality industry. Ideas and views of employees are
appreciated which make them feel respected (Crook and et.al., 2011).
 Conflict management: Good relations with employees, helps in the proper management
of conflicts and disputes. If the mangers will have good relationship with employees they
will be able to know their needs and problems which creates disputes and conflicts.
2.2 Effect of employment laws on human resource management
In UK, government of legislations and and country have framed various laws in order to
improve employee's relationship in hospitality industry. In order to maintain relations, various
acts and regulations which includes Employment Relations Act, Employment Rights and equal
opportunity acts have been prepared by government. These laws can be discussed as follows: Employment Relations Act, 2004: This act was basically formed in order to apply
changes in new legal procedures for employers and maintains good relationship between
employees and employers. It is the responsibility of the HR manager in hospitality
industry to be aware about the various provisions of the employee relation act like
simplification of the legal requirements, widening ability of unions and extension of
protection against dismissal etc. (Chuang and Liao, 2010).

 Equality Act, 2010: This legislation was in existence in order to provide equal
opportunity of work to an individual without considering income, gender and elements
of country. In order to reduce issues and grasp business opportunities, it is important for
an HR manager in hospitality industry to follow such acts in the process of recruitment
and selection. For example: if an hotel is offering different services like fitness room,
room service, foreign currency exchange to its customers and baggage storage, then
these services should be provided to each and every customer of hotel.
 Employment Rights, 1996: The main aim to apply such legislation is to overcome
problems which are related to human resources like time off rights regarding parenting,
unfair dismissal and provision of appropriate notice before dismissal. Maternity leaves to
the working women should also be provided in service industry (Buller and McEvoy,
2012). By considering such laws, HR manager of hospitality industry will be able to
solve conflicts and dispute of employees and the issues which are related to job
dissatisfaction.
TASK 3
3.1 Job description and person specification for the position of receptionist in Lensbury Hotel
Job description can be defined as the detailed description regarding responsibilities and
roles of an individual in relation to work. Whereas personal specification of the particular job can
be referred as the personal capabilities and qualities of an individual so as to perform particular
task in an appropriate manner (Bratton and Gold, 2012).
Job description for Lensbury Hotel's receptionist position
Organisation: Lensbury Hotel
Division: Customer Service
Job Title: Hotel Receptionist
Reporting to: Human Resource Manager
Job Summary
Looking for experienced and pro-active Hotel Receptionist in order to provide exceptional
customer service to guests and members.
The Role

 Provide guests and members of The Lensbury with efficient and warm welcome.
 Deal appropriately with guest and member's enquiries on telephone or in person.
 Operate computerised reservation system to make reservations.
 Process cash procedures by ensuring security and accuracy every time.
 Issue tickets for various events like themed events, Summer Ball etc.
 Support all departments performance standards.
The Candidate
 Should have experience of hotel reception
 Good telephone manner and appropriate customer service skills
Terms and Conditions
 39 hours in a week on the basis of flexible shift pattern to cover weekends and evenings.
 Free sports facilities and Gym.
 Free meal while on duty.
 Uniform will be provided.
 12 paid annual leaves.
 BUPA and company pension on the basis of service criteria.
Person Specification for Lensbury Hotel's receptionist position
Organisation: Lensbury Hotel
Job Title: Hotel Receptionist
Location: Broom Road, Teddington
Essential Criteria
 Ability to deal effectively and efficiently with staff and customers.
 Appropriate typing skills and MS word knowledge.
 Knowledge regarding reservation system software will be an advantage.
 Previous administration and reception experience.
Desirable Criteria
 Previous experience in HR administration.
 Previous finance administration experience.

 Previous experience in administration or reception in hospitality industry.
Skills
 Commitment to The Lensbury's ways of working and core values.
 Core Values: To treat people well, understanding & trust, openness, enjoyment and
perseverance.
 Appropriate organisational skills.
 Excellent interpersonal skills and communication.
 Ability to resolve problems and to work under pressure.
 Ability to meet deadlines of working.
 Must be presentable.
3.2 Comparison of selection process in different service industries
The main aim of selection techniques is to identify and select the best candidate for the
desired position. Different industries have different types of recruitment and selection procedure.
In addition to the various factors which includes labor market, political, economic and
technology change which influence the various methods which are adopted by service industries.
Recruitment and selection process in The Lensbusry hotel is as follows: Advertisement for position: Firstly the advertisement regarding appropriate vacant
position is being given by HR manager in newspapers, on social sites etc. Screening of applications: Applications which are being received by HR manager
through advertisement are being screened and file is being kept for each candidate with
proper notations (Boxall and Purcell, 2011). Interviews: After screening of applications, interview is being set up. Venue and time is
being communicated to the candidates. Operation management of hotel is responsible for
conducting interviews. Hiring decisions: Representative of operation management take final decision on hiring
and selection of candidates. Paperwork processing: All the necessary processing of paperwork i.e. visas, medical
reports etc. are being done after the selection of candidates.

 Employment pool: A pool of preselected employees will be created. HR manager will
monitor this pool and according to the Hotel's needs, selected employees will be given
arrival date and paperwork will be processed (Bloom and Van Reenen, 2011).
On the other hand in the area of leisure and sports facility, following recruitment and
selection procedure is being carried out: Job advertisement: Firstly the advertisement regarding vacant position is being done by
the human resources manager of the leisure and sports facility industry in order to invite
applications. Monitoring of applications: In the next step, applications which are received by the
human resource manager are being are being monitored to know whether they are
fulfilling the desired requirement sports facility manager or not. Physical test: In the next process of recruitment and selection, physical test take place for
the candidates whose applications got selected. This will be helpful to analyse whether
the person is physically fit or not. Interview: After the passing the physical test, formal interview of the selected candidates
are being done in an organisation, to know about their knowledge in terms of sports and
fitness (Batt and Colvin, 2011). Investigation: After interview process, investigation of the selected candidate is being
done to know about his/her background, which also helps to identify any criminal record
against particular candidates.
 Final decision: After all the above procedures, final decision is being made regarding the
selection of candidates by HR management, director of sport and business manager.
TASK 4
4.1 Contribution of development and training activities for the effective operations
To perform appropriate operation in Dukes Hotel, proper activities regarding training and
development is very necessary. In order to implement successful training and development
program, it is very necessary for an HR manager to make proper link between training and
induction programs (Armstrong and Taylor, 2014). Without having the proper link, Dukes Hotel
would not be able give appropriate training to employees which will not enhance their skills.
Two days training agenda in mentioned organisation will be like:

Day 1
Key Points Training tools/aids Time Learning check
Open session:
introduction for the
needs of training,
outlining of Dukes Hotel
structure, explanation of
basic topics like
housekeeping etc.
Handouts, which will
describe session structure.
10 mins. To make confirmation
regarding
understanding of
session.
Training session on how
to handle difficult
situations confidently
regarding customers
needs.
Audio recordings regarding
negative and positive
customer calls.
20 mins. To check that each and
every trainee
responded in activity.
Training on how to gain
customer's trust and how
to communicate
effectively.
Circle activity: ask every
trainee to give views on
recordings
20 mins. To check response of
each trainee.
Day 2
Key Points Training tools/aids Time Learning check
 Make live calls in front
of employees so as to
give them practical
learning session.
 Training on how to
gather customer's
information.
 Training on analysing
customer's emotion.
 Group activity:
which will help
trainees to discuss
information and
needs during call.
 Pair activity: use
of role play in
order to practice
difficult
60 min.  To check that
trainees are
providing
realistic
response.
 To make sure
that each
trainee is
presenting

 Present solutions on the
basis of customer's
needs.
situations. successful
interaction.
Training and development is very necessary in Dukes Hotel as it will help in assisting
new hire orientation, helps in improving the performance, increase satisfaction of employees,
increase productivity. Measurement of training and development can be done in terms achieving
goals and objectives of an organisation (Alfes and et.al., 2013). Employee's skills, knowledge
area and satisfaction of customers are the factors that helps in measuring training and
development effectiveness.
CONCLUSION
From the above report it can be concluded that, an important role is being played by the
training and development activities which helps in increasing knowledge of employees and
provides satisfaction at the workplace. By considering various acts, which includes equal
opportunities, employment relations act and employment rights, HR manager of hospitality or
any other service industry will be able to maximise transparency in the process of human
resource management in an appropriate manner. Apart from it, methods of training and
development will be beneficial for an organisation in order to enhance knowledge and skills of
employees. Human resource management will also be able to handle conflicts and disputes in an
organisation which will eventually increase productivity.

REFERENCES
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Online
Human Resource Management Review. 2017. [Online]. Available
through:<https://www.journals.elsevier.com/human-resource-management-review/>.
[Accessed on 15th May 2017].
What is human resource management?. 2017. [Online]. Available
through:<https://www.thebalance.com/what-is-human-resource-management-
1918143>. [Accessed on 15th May 2017].