Human Resource Management for Service Industries

Effective Role Management for Service Industries INTRODUCTION 1 TASK 11 AC1.1 role and purpose of human resource management in British Airways 1 AC1.2 creation of HR plan based on analysis of demand and supply and observation of staff role and numbers of working hours2 TASK 23 AC 2.1 Current state of employment relations in British Airline company3 AC 2.2 Description of employment law which affect management of human resource in British Airways 5 TASK 36 AC 3.1 Job description and personal specification for Cabin Crew members of British Airways 6

Human Resource
Management for Service
Industries

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1 ...........................................................................................................................................1
AC1.1 role and purpose of human resource management in British Airways............................1
AC1.2 creation of HR plan based on analysis of demand and supply and observation of staff
role and numbers of working hours............................................................................................2
TASK 2............................................................................................................................................3
AC 2.1 Current state of employment relations in British Airline company................................3
AC 2.2 Description of employment law which affect management of human resource in
British Airways ..........................................................................................................................5
TASK 3............................................................................................................................................6
AC 3.1 Job description and personal specification for Cabin Crew members of British
Airways.......................................................................................................................................6
AC3.2 Comparison of selection process between British Airways and Transport for London . 7
TASK 4 ...........................................................................................................................................9
AC 4.1 Contribution of training and development activities for effective performance in
British Airways...........................................................................................................................9
Conclusion.....................................................................................................................................10
REFERENCES..............................................................................................................................11

INTRODUCTION
Human resource management plays a vital role in every types of organisation. To
strategically manage people human resource team suggest management for the establishment of
people's work in an organisation. This present report will cover the roles and purpose of human
resource management in British Airways. HR plan is also to be created with reference of demand
and supply. After that in this report current state of employment in organisation and impact of
employment law in British Airways is also to be explained in this report. Further more in this
report job description and personal specification of Cabin crew and comparison of selection
process between British Airways and Transport for London is to be explained. Role of training
and development in service industry is also to be explained in this report.
TASK 1
AC1.1 role and purpose of human resource management in British Airways
Role of human resource management in organisation is to develop effective policies and
procedures in the organisation so that organisational objectives get fulfilled for the business
market. Their main motive is to develop efficient team in organisation so that competitive
advantage of British Airways gets fulfilled. Other purpose of managers is to develop effective
planning and forecasting, employment contracts, to host effective training needs to employees
and to also to develop effective process of selection and recruitment, to maintain effective
employee relations and to observe overall contribution of employees to achieve overall business
performance.(Boon and et.al., 2018.) Other concepts which human resource management has to
play in an organisation are as follows.
Planning and forecasting- role of human resource managers in British Airways is to plan about
manpowers which required in business to achieve overall business performance and to satisfy
needs of the targeted markets. Proper planning and forecasting in business organisation helps
managers to assign proper duties to business employees so that overall business objectives gets
achieved.
Recruitment process- another role of human resource managers is to effective recruitment
process in British Airways organisation. Effective recruitment means to select candidate in
organisation which has efficient knowledge to perform his duties in business organisation. This
1

recruitment process will be done by processing application among peoples with advertising and
then by doing effective interview of candidate for the selection in organisation.
Contract of employment- another role of human resource managers is to establish contract of
employment under which employees rights gets protected which encourage them to work hard
for the organisation to achieve organisational objective.(Pattanayak, 2018.) If employees rights
are protected then they will work with full motivation.
Employee monitoring- role of human resource managers is to basically use various methods in
workplace to gather various information about employees to understand their character,
behaviour and to observe that whether employees are faithful with their work or not.
Training and development- human resource managers has to develop effective training and
development programs in organisation by which employees get to learn new skills they had to
develop in their personality to improve their overall performance. Effective training and
development programs also motivated employees to work hard so that targeted future needs gets
accomplished.
These are the roles and purpose of human resource managers in British Airways by which
they are able to develop positive organisational culture in organisation which helps them to
achieve organisation objective in business market.
AC1.2 creation of HR plan based on analysis of demand and supply and observation of staff role
and numbers of working hours
Human resource plan in British Airways by managers helps to analyse company's present
and future requirements by which effective human resource is developed in the organisation. To
consider effective demand and supply in the organisation strategic plans are created which are
explained below.
To resource strategy- British Airways resource their strategy to develop effective performance
of the organisation in competitive market by which they will be able to accomplish
organisational objectives with reference to demand and supply in market.(Gutierrez-Gutierrez
and et.al., 2018.) In this strategy company will reduce staff cost by which they will be able to
increase overall productivity which helps them to sustain employees for longer period of time.
2

Effective planning- managers of British Airways makes effective planning in order to achieve
organisational objectives in flexible manner as possible. This planning of human resource
management is to be so effective that it makes best out of opportunities which increase overall
performance of the organisation. Planning of the organisation is to be so effective that it has
capabilities to make changes accordingly which does not affect company's performance.
Forecasting demand and supply- to improve demand in the company managers have to do
research regarding customer preference in business market. For British Airways it is very
important for managers to cut additional employee cost by which company will able to maintain
their competitive growth from its competitors.
Role of staff and justification of their working hours which required to deliver new flight
service.
To deliver new flight service in Maderia, British Airways managers needs to analyse
factor which provide success in this new service. It is necessary for human resource managers of
the company to appoint effective skilled employees which able to perform their duty in full
efficient manner. To introduce new flight service company needs skilled Cabin crew members in
organisation so that they will provide the best service as possible to customers. Numbers of staff
needs to be appointed to perform new flight service so that targeted future needs of the
organisation gets fulfilled. Their working hours needs to satisfy members by which they will be
able to perform their duties effectively. This effectiveness working helps British Airways to
accomplish their new flight service in Maderia.
TASK 2
AC 2.1 Current state of employment relations in British Airline company
Role of human resource managers is to maintain effective employer-employee relation in
organisation which encourage them to work with motivation which enhance overall performance
of the organisation.(Barrow and Lyon, 2018.) In British Airways company, human resource
managers also performing their duties to encourage morale of the employees in doing their work
performance which helps them to develop impressive employer- employee relations in
organisation. Managers have to develop good communication between employees so that is any
conflict arise in the company they will be able to solve that situations effectively.
3

By applying appropriate structure in organisation, human resource managers will be able
to encourage their staff members to take measures for the welfare of the company which helps
them to improve performance of the organisation which leads to achieve company's growth.
Another current employment relation in British Airways which is developed by human resource
managers is to do effective consultation process, which allows every employee to share their
views and perception for the achievement organisational objective. This consultation process
allows managers to deal with customer's of the business market. This process of human resource
managers develop effective motivation among employees which turn to accomplish company's
objective.
In relation to British Airways-
British Airways company has effective employer-employee relations in the company.
Human resource managers are maintaining effective employment law which protects employee
rights in the company which preciously deals with employee motivation and their job satisfaction
in the company. This establish effective work relations of employees where flexibility is
provided to employees to carry out business operations as per their styles of doing work.
Managers also provide effective rules and regulations to employees relating to their work
routines, under which employees have to work with proper disciplinary and with proper ethical
behaviour by which company's goals get effectively completed. Work routines of employees
must be appropriate and which allows them to work effectively in team spirit.(Brown and et.al.,
2018. )
In British Airways, employee discrimination is a legal offence. Company not allowed
anyone to comment on employee colour, age, gender and religion which also satisfy employee in
their workplace and they will work with full motivation to achieve organisational objective.
All this employment policies helps human resource managers to create employee relation quite
good and pleasant where workers are aware of their working hours, their goals and to work in
proper disciple manner.
4

AC 2.2 Description of employment law which affect management of human resource in British
Airways
Employment law in British Airways determines work routines in company which assures
better employee-employer relations in the company.(The importance of keeping up to date with
employment law,2017) Employment law also affect management of human resource because it
includes influence of government which provides certain rights and protection to employees in
the workplace. In British Airways employment law 2008 has been implemented where managers
focus is to protect democratic rights of the employees, to resolve disputes between employees
and employers and to develop effective relations with employees of the organisation. Human
resource managers has to strictly apply these regulation to create positive organisation culture in
company which also boost overall performance of the company. This law also protects
employees rights regarding their minimum wage rate, remuneration etc.
Another employment law in British Airways is contact of employment under which
human resource managers has to protect rights of the employee regarding resignation,
termination, retirements and other employee policy.(Suthatorn and Charoensukmongkol., 2018.)
This law ensure employee that if valid reason provided by company then only an employee will
get terminate from the organisation. This encourage employee to work with confidence and
which also improves their performance in the organisation.
Another law which affect management of human resource is Parental law under which
employee may grant when child is born or adopted. This law also provide leave which is
maternity and adoption which provides employee a safe job policy in organisation. As this law
safeguard interest of employee in organisation, employees work hard to achieve organisational
objectives and also improves their performance level in organisation.
Retirement law also provided by human resource managers in British Airways which
ensures age limit of the employees in organisation. Employee may continue their job if they
provide specific reason for the continuance of job in organisation.
These are the laws which has to be applied in British Airways but if human resource managers
not able to apply these laws in organisation then it will create negative impact on overall
performance of the company and which also leads to create dis-satisfaction among employees of
the organisation in their working.
5

TASK 3
AC 3.1 Job description and personal specification for Cabin Crew members of British Airways
Job description and personal specification for Cabin Crew are as follows-
Name of organisation- British Airways
Name of the department- BA City Flyer
Job title- Cabin Crew London City
Summary of the job-
An opportunity for the people of London city to join for Cabin Crew member in our new
flight service to Maderia where members have to deliver outstanding customer service. BA City
Flyer is wholly owned subsidiary of British Airways company which expands individual growth
opportunity in company.(Abdelhakim and et.al., 2018.)
For the job role of Cabin Crew in British Airways members have to work with full
enthusiasm and with full of passionate to deliver the best service as possible and they have to
focus on putting the customer at heart in whatever role a person have to do.
Members have opportunity to succeed in their career and to develop new opportunities in
their career by getting job in this company. A good performer will also get rewarded for their
work in the company.
Principal accountability-
 Accountability of person appointed in British Airways has to perform his duty with
compliance and standards to ensure operational safety, security and health.
 Appointed member is gone through proper training of safety and equipment procedure
regarding use of safety compliance in aircraft.
 To provided service which is world class and to provide appropriate behaviours to
customers.
 Member has to comply all the policies and procedure of the company which is to be
relevance with legislation
6

 To provide the best possible service to customer and to act as role model to Cabin Crew
member of British Airways CityFlyer.
Person's specification
Skills to be required-
 Person's has to appreciate safety and security procedure of the company.
 To perform role of Cabin Crew, customer of British Airways CityFlyer is had to be
important for person.
 To deliver service with passionate and with excellence behaviour.
 Have to interact with customer as good manner and to place them at heart to provide the
best service as possible.
 Person has to be capable in dealing with any difficulty and circumstance arise in
company.
 To provide excellent service, person has to built strong relationship with colleagues in
both personal as well in professional behaviour.
Qualification to required-
 To apply in company a person has to be age of 18 years or more.
 He/she has to be fluent in speaking or writing English.
 A person is holding valid transport from UK government to work and live.
Physical criteria-
Person has to be physically and mentally fit in performing these job role. Required heigh
of the person is to be 1.575m and weight requirement is 1.85m with proportion to height.
(Brinkert, 2018.) A person is able to lift a weight 9kg with height 195cm.
A person in performing this required job role is to be smart and faster which has ability to work
with togetherness.
AC3.2 Comparison of selection process between British Airways and Transport for London
Selection process in British Airways
7

Invite application- company in their job role invite applications for the people of the country.
Applicant have to submit their application on company's website. Under the application process
person has to submit updated resume with application.
Receive application- after successfully invite application company will find details of
interesting candidates and provide them message about receiving application through e-mail.
Screening application- after receiving application company will do screening of application
under which they will select candidate which fulfils required job criteria.
Preliminary interview- after screening application company will conduct a preliminary
interview of the candidate where his/her purpose of doing job, qualification and skills is to be
analysed.
Written test- after clearing successful preliminary interview candidate have to go through
written test under which their assessment will test by company regarding their educational
qualification.
Final interview- after clearing successful written test person is called for final interview under
which competition was extremely tough for candidates and if this process was cleared by
candidate then it was a big achievement for them.
Background check and medical check- when a person finally selected then his/ her background
and medical will be checked by company which candidate have to be cleared.
Offer training place and crew position- when a person got cleared in all test which happened
by company then he/she will be go through proper training and after successful completion of
training they will be allotted to their job position.
Selection process in Transport for London
Step 1- required vacancies are placed on company's official website or by recruitment agency.
(Sartori and et.al., 2018)
Step 2- applicants have to create login ID and password on website to apply for required job
role.
Step 3- after successful login, candidate have to fill online application process.
Step 4- candidates who got selected through their online application process will have to
complete online situational test.
Step 5- candidates who got cleared in online situational process will be called for written
assessment session.
8

Step 6- candidates who got cleared in written test will be called for an interview process.
Step 7- selected candidates will have to go through medical test and with references.
Step 8- selected candidate will offer a position for which they cleared interview process.
TASK 4
AC 4.1 Contribution of training and development activities for effective performance in British
Airways
Training and development activities in every organisation is considered to be an asset for
the company.(Training and Development - Meaning, its Need and Importance,2018) Training
and development activities of the organisation helps to improve skills of the employee which
improves their work performance by which company achieve overall growth in company.
Contribution and its effects are as follows-
Personal productivity- to improve individual performance in the organisation training and
development programs needs to be held in organisation. Proper training and developments
9

activities helps employee to manage their work which enhance their growth and overall
productivity in organisation.
Organisational performance- training and development program in organisation helps
company to improve their performance for long run success which also reduce wastage of
resources and better efforts are provided by employees to achieve organisational objective.
Profitability- training and development session tends to improve employee skills and would
lower cost of productivity which enhance company's profitability.
These are the role, needs, benefits, effectiveness and types of training which are provided
by British Airways. Now difference between training and development.
Major difference between training and development is training includes learning process
which shows skills to be required for person who appointed to perform job role and to develop
skills which required to perform that job role and development is a continuous process which is a
learning process on self-level and it is a self development process.(Alam, 2018.)
Training is the process by which person's inner skills get improved. Continuous training
always benefits both organisation and employees. It is a process which encourage employee to
work hard in organisation to get growth in their career advancement.
Conclusion
From the above study it can be concluded that human resource management have to play
vital role in organisation so that effective performance can be generated by developing policies
and strategies in organisation. In this report role and purpose of human resource management in
British Airways is explained after that HR plan is created which is based on demand and supply
and observation is also explained about number of staffs and their working hours. Further more,
in this report current state of employment and impact of employment law in human resource
management of British Airways is explained in this report. After that in this report a job
description and personal specification for Cabin Crew of British Airways is provided and
selection process of British Airways and Transport for London is compared in this report.
Importance of training and development in service industries is also explained in this report.
10

REFERENCES
Books and Journals
Abdelhakim and et.al., 2018. Cabin crew food safety training: A qualitative study. Food
Control. 96. pp.151-157.
Alam, M., 2018. Human Resource Management Practices: A study on Recruitment & Selection
process of Digicon Technologies ltd.
Barrow, C. and Lyon, A., 2018. Modern Employment Law. Routledge.
Boon and et.al., 2018. Integrating strategic human capital and strategic human resource
management. The International Journal of Human Resource Management. 29(1). pp.34-
67.
Brinkert, R., 2018. Career and professional development as levels of engagement in the
communication training and development field1. The Handbook of Communication
Training: A Best Practices Framework for Assessing and Developing Competence.
Brown, E and et.al., 2018. Employment Law and Policy. In Law and Public Policy (pp. 323-
351). Routledge.
Gutierrez-Gutierrez and et.al., 2018. The role of human resource-related quality management
practices in new product development: A dynamic capability perspective. International
Journal of Operations & Production Management. 38(1). pp.43-66.
Pattanayak, B., 2018. Human resource management. PHI Learning Pvt. Ltd..
Sartori and et.al., 2018. How Do You Manage Change in Organizations? Training, Development,
Innovation, and Their Relationships. Frontiers in psychology. 9. p.313.
Suthatorn, P. and Charoensukmongkol, P., 2018. Cultural intelligence and airline cabin crews
members' anxiety: The mediating roles of intercultural communication competence and
service attentiveness. Journal of Human Resources in Hospitality & Tourism. pp.1-22.
Online
The importance of keeping up to date with employment law.2017. [ONLINE]. Available through
<http://castleassociates.org.uk/blog/importance-keeping-date-employment-law>
11

Training and Development - Meaning, its Need and Importance.2018. [ONLINE]. Available
through <https://www.managementstudyguide.com/training-and-development.htm>
12

13