HR Strategies in Service Industry

This assignment focuses on strategic human resource management within the service industry. Students are required to analyze and discuss HR strategies using references from the provided literature, including 'Human Resource Management: Text and Cases' by K. Aswathappa, 'Human Resource Strategy: Formulation, Implementation, and Impact' edited by Bamberger et al., and other relevant sources on service productivity, entrepreneurship, and sustainability. The assignment aims to evaluate students' understanding of HR strategies in the context of service industry trends and practices.

HUMAN RESOURCE
MANAGEMENT FOR
SERVICE
INDUSTRIES

Table of Contents
INTRODUCTION...........................................................................................................................3
TASK 1............................................................................................................................................3
1.1 Role and purpose of HRM................................................................................................3
1.2 Human resources plan based on an analysis of supply and demand................................5
TASK 2............................................................................................................................................7
2.1 Current state of employment relations.............................................................................7
2.2 Employment law impact human resources management.................................................8
CONCLUSION .............................................................................................................................10
REFRENCES ................................................................................................................................11

INTRODUCTION
Human Resource Management (HRM) plays a significant role to manage different
activities in organisation. This is the factor which is concerned to recruit new employee for
organisation and determine level of performance of new and existing employee in organisation.
Human resource department implements new and innovative methods of training in order to
enhance skills and knowledge of employee (Aswathappa, 2013). It aids to perform various work
processes by employee at workplace. HRM monitor all the work activities of employees and
takes effective solutions regarding the issues which are raised during performing various work
processes by employee. This report concerned about the role plays by manager of Crowne Plaza
hotel in order to manage different human resource in hotel. The purpose oharshita.apf human
resource manager is motivate their employee in order to achieve goals and objectives of
organisation. This report is related to the impact of employment laws on HRM which are
described below.
TASK 1
1.1 Role and purpose of HRM
For any organisation HRM plays a significant role in order to manage various activities
of business operation in systematic manner. The HR manager of hotel Crowne plaza involve in
different processes like recruitment of new employee, conduct interview in order to select best
alternative for hotel, organising various types of training session which help in improve skills
and knowledge of employee, monitor their performance, and other various activities which help
to attain goals and objectives of organisation (Bamberger and et. al., 2014). This hotel gives its
service in 52 countries and has 400 branches in these different countries. So HRM plays a
significant roles to maximise level of profits and expansion of business in other countries. There
are different given below about HRM in Crowne Plaza Hotel:
Recruitment and selection: The manager of Crowne Plaza hotel plays an important role
to recruit new employee as per the requirement in hotel. HR manager of hotel selects new
employees according to their capabilities to perform work in effective manner. For filling vacant
position manager publish advertisement in newspaper, on social media, conduct pool campus
interview and other various way to hire new employee. These selection methods includes written
test, telephonic interview face to face interview group discussion in order to select right person

for right job. The HR manager took various initiative steps in order to manage the different
interview purposes in order to select better employees working in the organisation.
Performance management: This factor is concerned to monitor the performance of
employees performing in organisation. So, it is essential that HRM should set up an effective
performance system in order to monitor performance of employee. HR manager of Hotel crown
Plaza take initiative steps in order to enhance the performance of employee which helps to
accomplish different task in effective manner. Performance management is most essential factor
of organisation because it leads to maintain the effectiveness of various activities of
organisation. It leads to attain goals and objectives of organisation. Management took various
initiative steps in order to enhance the performance of employees working in organisation.
Training and development: To enhance skill and working capabilities of employee, the
manager of hotel Crown Plaza conduct new and innovative technique of training for employee.
These methods enhance the capabilities of employee so they can accomplish different task in
stipulated time frame. HR manager of Hotel Crown Plaza implement new and innovative
methods of training in order to enhance skills and knowledge of employee. It leads to manage all
activities in effective manner. In order to improve the capabilities of employees which help them
provide better service to customers.
Human Resource Planning: Human resource planning concerned with giving
assistance to their staff provides different types of facilities to its customer as well as its
employees working in organisation. HR manager also manage other activities like number of
employees on leave, their compensation, retirement and many other different activities
(Calabrese, 2012). HR manager of organisation prepare effective plan in order to controls
various activities which are very time consuming. These activities hinders the performance of
diffenrt activities which are performed by the employees. HR manager monitor all these in order
to improve the performance of employee.
Implementing policies: HR manager plays a significant role in executing different
activities in effective manner. It implements different policies as the employee had to perform
their work accordingly. While implementing different policies manager should consider views of
employees of hotel. So that all task which is assigned by management can accomplished in
effective manner. There are different types of policies which are implemented by organisation in
order to maintain the proper structure of organisation these policies aids to maintain the

effectiveness of organisation. These policies safeguard the rights of employee working in
organisation. While implementing various policies they consider the views of different
employees in order to implement different policies. It help to smooth running of organisation.
These policies aids to maintain the performance of organisation. It shapes the organisation in
proper structure in effective manner. HR manger implement consider the views of employees
while implementing different types of policies in order to manage the different activities of
organisation.
1.2 Human resources plan based on an analysis of supply and demand
Human Resource plan is the process of forecasting the future human resource
requirement of organisation and also determine the capabilities of existing human resource of
hotel Crowne Plaza. HR manager put its effort to fulfil requirement of organisation in order to
accomplish objectives of organisation (Cooke, 2013). HR Manager of hotel Crowne plaza
prepares an effectual plan in order to proper utilisation of different resources in accomplishment
of different operation of organisation. Manager of hotel Crown plc monitors the utilisation of
different resources which aids to develop organisation to capture large market share of market.
Hotel provide all luxurious facilities like transportation services, different accommodation, clean
room facilities, food, lunch and many other facilities given to various employee. Human resource
planning involves some phase which is mentioned below:
Assessing human resources: In order to improve different activities of hotel, HR
manager should implement different practices of HRM to enhance the growth of business.
Manager of hotel implement PESTLE and SWOT analysis to recognise the weaknesses,
capabilities and various other factors which impact various business procedures. These practices
helps to motivate the employee in effective manner in order to accomplish different task in
stipulated time period. It helps to find the threats and weakness of organisation. It also helps to
initiative steps to identify the various problems in order to resolve these threats and weakness
of organisation.
Demand Forecasting: This phase is concerned on to analyses the demand and supply of
human resource in Crown Plaza hotel. Demand Forecasting aids to enhance the quality of
services provided to the loyal customer. It helps to attain goals and objectives of organisation.
HR manager also helps to determine demand made by customers. It helps to manage the different

resources for organisation in order to fulfil the demand of customers. These resources helps to
give qualitative service to employee who are working in organisation.
Supply Forecasting: This phase is concerned with supply of different human resource at
marketplace. It helps in determining those resources which are present inside as well as outside
of organisation. The internal resource is about the promotions, rotation of jobs and and many
other resources. External resources consist of filling vacant position of organisation.
Organisation helps to maintain the effectiveness of employee. HR manager implement different
strategies in order to maintain supply of different goods from different allocation. It leads to
perform various functions of organisation leads to manage various operation in order to manage
the objects.
Matching demand and supply: This is most essential phase in which HR manager of
organisation have to balance supply and demand of organisation (Evans, Stonehouse, and
Campbell, 2012). It helps to attain future forecasting of supply and demand of human resource in
effective manner. In order to manage different demand which is made by customer manager puts
its effort in order to give proper supply to customers. It helps to maintain the proper
collaboration between demand supply which is made by customer. It leads to enhance the
profitability of organisation. It also helps to determine different demand forecast which is made
by customer and put its efforts in order to accomplish the target in stipulated time frame.
Action plan: This is last phase of HRP which assesses shortage of human resource in a
systematic manner if manager determine the shortage of employee in organisation then he can
recruit new employee in order to accomplish task in effective manner. If there is excess
employee in organisation then manager terminated some employee giving transfer, lay off and
many other different ways in order to balance number of employees in organisation. HRP plays a
important role in order to controls different activities of organisation. HR manager put its efforts
in order to resolve various issues which are arises during performing various operation of
workplace. HR manager hire new employee in order to accomplish the different task in
stipulated time period. It also manage various function of organisation. HR manager regulate the
employees in order to complete the different task I effective manner. It aids to achieve the goals
and objectives of organisation.

TASK 2
2.1 Current state of employment relations
HRM is a main idea which help to make effective relationship between management and
employees it consist of different types of processes and task which give impact on organisation.
In order to attain objectives of organisation needs to establish better relationship between
employees and management so that employees accomplish different task in stipulated time
period. Hospitality sector is also important factor which put its effort in order to check health of
employee working in the organisation. HR manager expense on their employees in order to
maintain health of employee. If any accident takes place, management took proper initiatives to
to give proper treatment to employee. By implementing these efforts, it maintains healthy
relationship between management and employee. It will aid in enhancing productivity of
organisation. HR manager also puts his efforts to motivate their employee in order to attain goals
and objectives of organisation. The HR manager of Crown Plaza Hotel treats with their
employee in proper manner so that employee retain in organisation for long period of time
(Giannakis, 2011). In addition, the management of organisation did not discriminate among male
and female staff working in organisation. HR manager trained its member of staff equally so that
to enhance performance level of employee in effective manner. The HR manager of put its
efforts in order to maintain health of employees working in organisation. It leads to maintain the
health of employees in effective manner. It took various initiatives in order to facilities to
employee by which they can enhance their living standard in effective manner. HR manager of
Hotel Crown Plaza make collaboration with hospitality sector in order to check the fitness of
employee working in the organisation. It helps to give effective treatment to employee so that
they can they can perform their duty in effective manner. They did not suffers from any cautious
disease which leads to lots of absentees in organisation. It aids to accomplish different types of
task in systematic manner.
At present, condition hotel can achieve a sustainable position in marketplace. For
accomplishing position organisation should analyse all factors in order to prepare an effective
plan to accomplish objective of hotel. After separation of UK from European Union the political
condition of UK attain stable condition this help organisation to enhance its different in effective
manner. Crown Plaza hotel ensure to provide favourable working environment to its employees
so employees can perform their different activities in a systematic manner. This leads to provide

various facilities to their loyal customers. It helps management to maximise the level of profit of
organisation. The management of hotel put its effort in order to fulfil the desire of customer. This
aids to attract large number of customer. HR manager provide handsome salaries and different
types of facilities which help to increase their standard of living and they can retain in hotel for
the long period of time. It aids to accomplish the personal goals and objectives of employee
(Gunasekaran and Spalanzani, 2012). These strategies help to build healthy relationship between
the employee and management which aids to perform various activities of organisation in
effective manner. In present scenario management of hotel implement different strategies in
order to enhance the performance of organisation. It helps to maintain effective strategies in
order to manage the various functions in order to maintain the effectiveness of hotel. Hotel
provide luxurious products and services which helps to attract large number of customer in
order to provide luxurious services to customer. These services aids to enhance the profitability
of organisation. It leads to achieve objectives of organisation. Hotel provide various types of
medical facilities to its customer which help build strong relationship between visitor and
management of organisation. HR manager of hotel implement different new and innovative
technology in order to provide different types of facilities to its customer as well as employees
who are working in organisation. It leads to controls unwanted activities to organisation. It helps
to reduce the wastage during performing various activities of organisation. These efforts helps to
establish a sustainable brand in marketplace. So it helps to stand before the rivals present in
marketplace.
2.2 Employment law impact human resources management
Government provide different act and laws in order to protect the rights and duties of
employee. These acts and laws are collectively termed as Employment Law. This help to build
healthy relationship between employee and management. Government of UK impose different
laws and regulations which empower them to work in effective manner. These legal practices are
impact on organisation which helps to maintain ethical and fair practices which help employee to
work in organisation in proper manner. If any mischievous activities happen with employee in
organisation then employee can take help of these laws which helps to protect the rights of
employee working in organisation. Hotel crown Plaza able to give various facilities to its
employee in order to enhance their living standard. There are various legislation(s) which Crown
Plaza hotel which is performed at workplaces:

Occupational Health and Safety Act, 1970- This act impose on organisation that management
should provide favourable working environment to employees. The role of HR manager is to
implement new and innovative methods to their employee, so it reduce the chance of any
accident takes place. The HR manager plays a significant role in order to increase the skills and
knowledge of employee which help them to give effectiveness in performing different types of
functions of hotel. Management tries to implement different types of new and innovative
technology in order to accomplish different function of organisation in effective manner.
Anti- discrimination Act 1977 – Government of UK designs this law in order to protect the
right of employee (Huarng and Hui-Kuang Yu, 2011). This act empower both male and female
employee. It explains that management of organisation do not discriminate between male and
female employee in organisation. This act plays a significant role in giving equal opportunity to
male and female worker whom are performing various activities in organisation. The main
objective of this law is not to discriminate between male and female, on the basis of cast, on the
basis of colour. The HR manager of organisation is bound to not to discriminate among different
employees on different basis. If manager do then he will penalise as per this laws.
Minimum Wages Act 1948 – it is essential Act which is performed at workplace in
organisation. This legislation provides provide protection against the minimum wages which are
obtain through this act. This act provides all employee to get appropriate wages in exchange of
works which was performed by employee in effective manner. The management of organisation
is to maintain the standard wages which is given to employees which is given by organisation.
HR manager have to maintain the various activities in order to maintain level of different wages
to employees who are working in the organisation. The effective wages system aids to satisfy
the different needs of employee who are working in organisation. These wages system help to
motivate employee in order to accomplish different task in stipulated time period.
Working time regulation Act, 1999- Crown Plaza hotel should provide flexible duty hour to its
employees. It is essential for organisation to pay extra salary for work if company take more
work from employees. But As per the norms of this act it is mandatory to organisation that it
cannot take more work more than 9 hours. If they take more work from stipulated flexible hour
then organisation have to pay more amount of salary to their employee. These rules and
regulation protect rights and duties of employees working in organisation.

Crown Plaza hotel follows these rules and regulation in order to make balance between
employee and management system. HR manager implement flexible duty hour in order to
maintain the effectiveness of work in organisation (Langford and et. al., 2014). Management
should take initiative steps in order to implement rules and regulation in order to protect rights
and duties of employees working in organisation. The manager of Hotel took proper care in
order to provide flexible duty hour which aids to enhance the performance of employee. The
employees working in the organisation works in systematic manner in order to accomplish
goals and objectives of organisation. It leads to attain goals and objective of organisation. This
laws provide assistance to employee to perform their work to stipulated working hours.
Organisation bounds to not to give extra work once employee completed its duty hour.
CONCLUSION
From the above mentioned project it has been conclude that Human resource
management plays an important role in order to provide effective training methods to enhance
training methods to enhance the skills and development of employee. Manager of organisation
should put its effort in order to establish effective relationship between employee and
management. This report shows importance of human resource management in hotel industries
in order to analyses the condition of market. It help them ascertain a sustainable position in
marketplace. It help to attract large number of customer which help them to achieve goals and
objectives of hotel.

REFRENCES
Books and journals
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Bamberger, and et. al 2014. Human resource strategy: Formulation, implementation, and
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International Journal of Production Economics. 135(2). pp.800-812.
Cooke, F .L., 2013. Human resource management in China: New trends and practices.
Routledge.
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model: the case of management consulting. Supply Chain Management: An
International Journal. 16(5). pp.346-361.
Gunasekaran, A. and Spalanzani, A., 2012. Sustainability of manufacturing and services:
Investigations for research and applications. International Journal of Production
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Huarng, K. H. and Hui-Kuang Yu, T., 2011. Entrepreneurship, process innovation and value
creation by a non-profit SME. Management Decision. 49(2). pp.284-296.
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