Human Resource Management for Service Industries

This document discusses the role and purpose of Human Resource Management (HRM) in service industries, specifically focusing on British Airways. It covers topics such as HR planning, employment relations, and the impact of employment laws on HR management. The document also includes a job description and person specification for an airport operation manager at Heathrow Airport.

HUMAN RESOURCE
MANAGEMENT FOR
SERVICE INDUSTRIES

INTRODUCTION
Human Resource Management for service industry are duties carried out in appropriate
manner where in various ways employees in organization are motivated and enhanced for
workforce activities stating them development toll for organization. The type of activity in
service industry involve different laws of employment along with selection process by service
companies hiring the best employees and enhance employee performances. British Airways is
flag carrier airlines founded on 31 March 1974 by Alex Cruz as chairman and CEO along with
Stephen William and Lawrence Gunning (CFO) and Director headquartered in Waterside,
Harmondsworth, United Kingdom near London Heathrow Airport flying across 183 destinations.
The report will cover role and purpose of human resource management for selected service
industry along with creation of HR plan to analyse supply and demand along with the role of
staff. Further the report will address state of employment relations along with employment laws
affecting human resource management. The report will also develop job description and person
specification for Cabin Crew along with differentiation of British Airways and Transport of
London. Finally, the study will address guidelines for trainee managers for training and
development for effective business operation.
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Task 1 (LO1)
Role of HRM for British Airways -
Developing skills for further practices
Managers and HR professional at British Airways will develop skills for performing
different roles in the organization where helping organization for employees to adapt effective
working environment to ensure employee priorities and preferences (Banfield, Kay and Royles,
2018).
Initiating commitment and loyalty
The type focus ion increasing commitment of employees for the organization such as
British Airways. The type starts with polishing practise for process of recruitment for ensuring
right individual is performing the job practices based on their knowledge and qualifications. The
practice will lead to development and assurance of ethics in organizational activities of
employees of British Airways.
Building talent pipeline
The process will help British Airlines gain competitive advantage developing capacities
for offering efficient goods and services to their customers this included hiring of employees that
stay with the organization for long period of time and bring effectiveness in their working
conditions along with making their contribution for effective practices of the organization and
work for betterment of them and eliminate their practices for continuously indulging in training
and development (Berman and et.al., 2019).
Staying competitive and current
The process and practice of human resource demand for strategic planning in times of
constantly shifting of competitive job market where employer works for best practices for
improving benefits of employees. The type of practices for British Airways will lead to effective
and efficient practices where they ensure that the employees in the organization stay competitive
and effective during their working conditions.
Purpose of HRM for British Airways -
Staffing needs
The practices of staffing need for British Airways will lead to practices where
organization create vacancies for their business operation and determine the skills of individual
for performing those tasks and practices. The activity in British Airways also involve practices of
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transfer and promotion of their existing employees depending upon their needs and are able to
perform effective and efficient practices for employees of British Airways where they work
effectively for achieving satisfaction and attainment of ultimate organizational goals as well
(Bratton and Gold, 2017).
Performance appraisals
The process in the organization and practices of British Airways will lead to process of
evaluating performances of the employees. The human resource management in the
organizational practices of British Airways will aim on attainment of practices will ensure
retention, promotion along with termination of employees if found into any mis conduct. The
human resource department of British Airways ensure that participants have the knowledge of
the process and further employee also have the right to receive rewards respectively when they
are performing effectively and up to the mark as well for ensuring employee satisfactions.
HR plan based on supply and demand of British Airways along with practices where they ensure
staff roles and time shift for new flight services.
The practices of activities of British Airways for effective performances of their roles and
responsibilities will lead to following -
Access present human resource capacity
The practices by British Airways will ensure the asses of their current staff before taking
steps for hiring other employees for their organizational activities along with ensuring talents of
individual and development of skills for current employees they possess. The practice can be
done by asking employees for their self evolution with the help of questionnaire where they
ensure looking on their past performances over leadership, communication, teamwork,
engineering and customer support for the performing business operation for British Airways. The
practice will justify the current operations of the airlines along with their developed need for
staff requirement for new business operation such as flights operation for Maderia and Heathrow
for best practices for their customers and management as well (Brewster and et.al., 2016).
Forecast human requirements
The practice of British Airways will ensure effective inventory of human resources
forecasting future needs for working conditions. The practice by them will ensure they stick to
their current staff and ensure their increase in productivity along with efficiencies through well
equipped training practices for available employees in the workplace where the employees in the
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workplace perform current business operation effectively and they ensure they cam respond
effectively and timely with change in the needs and requirements. The practice will include -
Demand Forecasting
The type of practice by British Airways will lead to determine further needs and
requirements of British Airways where they develop need of requirement for need of employees
that may further work effectively and efficiently for attaining the ultimate objective for the
organization. The factor justified requirement of staff for attainment of their business objective
where they ensure they have enough of staff for their new route that is flights for Maderia and
Heathrow respectively. The type will ensure that due to different working shifts they have
enough of staff for performing operational activities for British Airways (Cascio, 2015).
Supply forecasting
The practice in British Airways will determine the current available resources for meeting
the demand of the organization. The process and activity ion British Airways will focus on the
availability of staff ensuring their staffing needs are achieved through effective means. The
practice will ensure that they have enough of the employees for fulfilment of further requirement
of the airlines and ensure their best effective practices for their flight operations in Maderia and
Heathrow and help them provide best practices to the airlines and passenger travelling or
boarding for the route.
HR plan is as follows :-
Staff role Requirement Working hours Role
Cabin crew
staff role
include
providing
services to
passengers.
50 Cabin Crew 6- 8 hours To provide
training to staff
Cabin crew
assistant to
support and
help cabin crew
and provide
20 8-10 hours To perform
their given role
and offer
services to
passengers.
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services
Airport
operation
manager
5 10 – 12 To manage and
handle all
passengers
safely.
Task 2 (LO2)
2.1
Airline industries are going and facing times where the employees at time are not
satisfied and facing practices where their morale is being violated at times and they have and had
the capacity to care of the practices and working conditions thereafter (Chelladurai and Kerwin,
2018).
Grievances Procedure: This rule is especially involved by British Airways to settle down the
conflicts between employee's in future like offence, injustice, disservice, criticism, outrage some
employees and insult each other. It helped to take quick resolution if any of the above event
occurs.
British Airways Work Culture: British Airways is made up of employees Etiquette, Beliefs,
behaviour and attitude. There is activity conducted to refresh up the minds of the current
employee's every possible one day in a week. This helped employee's see themselves as a part of
airways with spacious company aim. This has created spiritual work environment where each
employee feels infused in success of the company.
Contract of employment- this act provides staff legal rights to work in airline industry. the
contract consists of rules, regulations and policies that are followed by them.
 Employees developed practices ensuring that their rights are served effectively they have
had stated participated in strikes, lock pout and many other such activities that affect the
business conditions for the organization. British airlines in this case face tough times for
strikes and lock out by their employees. Where morale of employees for British Airlines
are maintained and they are regulated towards effective practices and development of
their fact that they are ensured about the conditions where hey can work effectively and
efficiently (Banfield, Kay and Royles, 2018).
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 Practices are followed in relation to those that are enable in removing deficiencies of
staff. It is also ensured that training is provided according to those practices and proper
discipline is maintained. The disciplinary practices are followed as per government rules,
regulations and parties involved (Berman and et.al., 2019).
 Airlines industries such as British Airlines has been also affected by the practices such as
discrimination, long working hours, etc. where employees in the organization are directed
towards effective and efficient working conditions and affect the working conditions of
the organization and affect the practices of the organization in airline business and
practices for the development activities of the airlines such as British Airways for
instances. The practices further help in the development for the conditions where their
rules and regulations are no longer violated for further practices and conditions (Bratton
and Gold, 2017).
 The type of industry such as British Airlines has affected the working conditions and
practices where they ensure the practices affecting the efficiencies for developing
effective practices where the rights and rules of the employees are no longer violated and
they work towards the attainment and assurance of goals of British Airlines and their
business operations and conditions as well (Brewster and et.al., 2016).
 Practices of British Airlines for performing operations of such king has led to practices
where the employees lead to effective practices and conditions where they are no longer
violated and follow rules and regulation according to the governance set by them. The
current employment relations in the airlines' industry also stated that the practices of the
airlines are no longer violated and develop for effective working conditions and their
practices for the organization as well will develop effective working conditions in the
services of the airlines' industry as well ensuring effective practices and working
conditions for them (Cascio, 2015).
Effect of employment laws on management of HR for British Airways.
The applicability of employment law will affect the working condition and organizational
practices in various ways -
Fair Labour Standards Act
Fair Labour Standards Act is law governing minimum wages, overtime payment for the
employees who arr working more than 40 hours a week along with requirements for record
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keeping. The practice and applicability of such an act in British Airways will ensure the practices
where human resource management will ensure the employees in the airlines will be
remunerated and paid based on the justification of their defined salaries and human resource is
responsible to monitor weather their interest is being harmed or not. Further the applicability of
such practices in organizational activity of British Airways will lead to assuring that the
employees are protected with fair payments and are not violated for their habit of performing
such an organizational ask. The practices for British Airways will develop effective and efficient
condition developed for maintaining effectiveness in the organization where employees don't feel
violated and harmed for their acts for these practices (Collings, Wood and Szamosi, 2018).
Occupational Health and Safety Act
Occupational health and safety act ensures compliances and range of laws for the
protection of employees from unsafe working conditions. The act in British airways will ensure
applicability of whistle blower to ensure safety of the employees. The human resource
department in British Airways will ensure they keep documentation of hazardous practices in the
business and along with track of injuries and death to provide training to their employees
respectively for dangerous jobs and tasks ensuring employees and people associated with
working conditions of British Airways will be monitoring the activates of staff and other
workforce to maintain their effective practices in working conditions and even human resource
ensure they are entitled for healthy and effective working conditions in British Airways
(DeCenzo, Robbins and Verhulst, 2016).
Family medical leave act
The type of law state the practices where employees that have worked in the organization
for minimum twelve months are eligible to take two week leaves with pay for the purposes of
birth of child, becoming a foster parent, parents or spouse or children if are critically ill and eve
if the employee us ill himself. The human resource in case is responsible to ensure the
individuals rights and pay him equally when they are back from the leaves they have applied for.
The practice for British Airways further help in the development of interest of their people to the
organization and develop loyalty for them in effective means and even employees further
develop effective practices in return as the response of loyalty displayed by the organization (Fox
and Cowan, 2015).
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Task 3 (LO3)
Job description and person specification
Job description
Job title – Airport operation manager
Department- Heathrow airport
Job description
To manage and handle all customers safely and punctually through terminal 5.
to ensure safety and security of passengers as well as of your own.
To be accountable to Heathrow authority
to engage in decision making and guiding teams to work as per plan.
To communicate effectively with network operations and Heathrow authority in order to perform
operational escalations
Person specification
Qualification – have done Master’s degree
Above age 18 and well groomed and fit personality
Having a passport
Married or non married
Fluent in English, French, German.
Experience of 2-3 years in airline industry
The job description for British Airways state the practices for cabin crew to be performed
the practices further include services where the individual neds to perform activities for ensuring
operational safety, health and safety operations along with practices including complaint
management and requirements are addressed and proceeded in effective and efficient means.
The practices will also include maintenance of safety compliances for training for safety
and equipments procedures. The practices also involve serving of delivering world class services
along with the development of delivering world class services along with establishment of
several standards and behaviours to justify the working conditions for the organization and
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effective and efficient means. The practice also include following of uniform standards for the
process where they ensure practices such as establishing of model crew and adhering customers
need to be done for development of activities in uniform manner and conditions (Jabbour and de
Sousa Jabbour, 2016).
For effective and efficient hiring conditions the employees in the British Airlines focuses
on ensuring they appropriate safety and security along with importance of customers for British
Airlines. The individual must be passionate about delivering effective and efficient services to
the British Airlines and take the consideration as the heart of their organizations and working
conditions where they attain effective practices for working conditions in the airlines as well.
The individual who is ascertained for performing job activities for British Airlines must
ensure that employees must posses and have qualities to work under effective and efficient
working conditions where they focus on attainment of practices where they ensure working in
different backgrounds and conditions and able to build effective and efficient relationship in
professional way where they aim on delivering excellent and effective customer services to the
clients linked to them (Morgeson, Brannick and Levine, 2019).
To perform such activities they must ensure applicants must be above age 18 and able to
speak and understand fluent English along with he must possess valid passport and from base
UK and is not restricted to ravel any place or country of the world. Must provide satisfactory
reference where individual is resident for more than or equal to six months along with is able to
provide satisfactory references for assuring his statements.
The individual to perform jobs in the British airlines must possess following qualities and
possess effective skills and practices so that he can assure maintenance for effective and efficient
working conditions in the organization as well (Wilton, 2016).
3.2
The British Airways and Transport of London follow and attain different selection
procedure for attainment of staff in the organization the process between the two vary in
following ways such as -
The British Airways cabin focuses on placing their vacancies on BA careers webpages
and applicants are further asked to fill online forms and apply for the vacant positions in them.
The form comes with choices question whose answers are basically yes or no or even ones
having simple answers which include acceptance of requirements, understanding of cabin crew,
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along with acceptance of requirements of the company. The practice of selection involves the
process where individual accept the terms and conditions of performing several emergency
practices for protection of life of individuals in the airlines along wit requirement reach they
ensure they are ready to accept all the terms and conditions as well. Further the test requires
acceptance for known what the position really means and justify in the end. The applicability of
such practices will lead to acceptance of terms and conditions and further processes to a form for
organizational practices of British Airways that include personal details, along with online
application, and psychometric test and further proceed to role play practices. Finally, they lead to
background and medical check and offer training and place in cabin crew position for British
Airways.
Whereas on the other hand recruitment and selection process in transport for London
include practices such as they place vacancies on transport of London website and also prefer
recruitment agency for hiring, further they are accessed for online log in and select the vacancy
they wish to apply, where they ensure meeting basic requirements and goes through online
situational judgement tests. Further on clearing test requirement they are called for test in the
premises and are also back after succeeding for role play exercise and interview. Finally
references are being checked and position is offered to them (Noe and et.al., 2017).
Task 4 (LO4)
Different type of training.
The employees and management of British Airways must go through practices of
induction training, job instruction training, vestibule training, refresher training along with
apprentice training for increasing effectiveness and efficiencies in the employees and
management of British Airlines (Taylor, Doherty and McGraw, 2015).
Difference between training and development.
Training of British Airways is short term process with utilizes organized and systematic
procedure for non managerial and technical knowledge along with skills for definite purposes.
The process for British Airways is reactive process and results in initiatives of management and
outside motivation (Sparrow, Brewster and Chung, 2016).
Whereas development for British Airline focuses on systematic and organized procedure
of management for conceptual learning and theoretical knowledge. The process helps individual
grow for further job and goals and is a pro active process and aim for deep internal motivation.
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Effectiveness and benefits of training.
Training for British Airways will result in generation of economy in operation developing
greater productivity initiating uniformity to procedures along with creation of inventory skills
developing higher morale of the British Airways (Stewart and Brown, 2019).
Need and role of training.
The purpose of training for effective working condition for British Airline swill help in
bringing standardization, boost organization's flexibility and stability, highlight morale, reduce
supervision and direction, economical use of resources along with effective man power needs
and further reduce learning time for effective working conditions (Stone and et.al., 2015).
Summary for overall contribution of training and development for effective organizational
operations.
The effectiveness of training and development of British airlines will lead to conditions
where they are looking to enhance their business operations by enforcing qualities ad capabilities
in the organization and further lead them towards competitive advantage among their pen type od
business process and procedures for effective and efficient working conditions in the
organization that is British Airways enhancing their skills and knowledge for effectively and
efficiently performing their tasks as well
(Stone and et.al., 2015).
CONCLUSION
The above study concluded the role and purpose of human resource management in
British Airways for developing skills for further practices along with staying competitive and
current in market conditions and boosting of performances for the business. The study also
focused on demand and supply criteria for access present human resource capacity and
forecasting human requirement for ensuring staffing roles and work on timely basis. Further the
report address current relation of employees in the airlines where employees at time practice
strikes and lockout and further indulge in ineffective employee relations. Further the study
addressed applicability of law for effective working conditions of human such as fair labour
standards act, occupational act along with health and safety act for effective and efficient
working conditions. Finally, the report addressed differences in training and development and
their importance for effective working conditions for the airlines.
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REFERENCES
Books and Journals
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