Human Resource Management for Service Industries: Assignment
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Added on 2021-01-02
Human Resource Management for Service Industries: Assignment
Added on 2021-01-02
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Table of ContentsINTRODUCTION:......................................................................................................................................................TASK 1ONE:...............................................................................................................................................................1.1 Role and purpose of Human Resource Management in Hotel industry.................................................................1.2 Human resource plan based on an analysis of supply and demand for Marriott Hotel.........................................2.1 Assess the current state of employment relations in Marriott Hotel......................................................................2.2 How employment law affects the management of HR in Marriott Hotel..............................................................TASK 2 TWO:.................................................................................................................................................................3.1 Job description and person specifications of Marriott Hotel.................................................................................3.2 Compare the selection process of different service industries businesses...........................................................TASK 3THREE:............................................................................................................................................................4.1 Contribution of training and development activities to Marriott Hotel...............................................................CONCLUSION AND RECOMMENDATIONS .........................................................................................................REFERENCES..............................................................................................................................................................2
INTRODUCTION:Human resource management has very significant role to play in facilitating anorganization sustaining the tremendous competition (Mathis & Jackson, 2013). HRM iscomprised of a number of functions, planning, recruitment, training and development,employee relations, and therefore has indispensable role to recruit and retain employees withinan organization. This current era has been witnessing extensive growth in hotel industry. Hotelindustry is basically a service industry where organizational sustenance depends on customerssatisfaction. With an aim to meet changing demands and expectations of customers, hotelindustry has realised the role of its staffs. Therefore, to achieve excellent service and highquality service, the specific industry need recruit potential candidates, train, develop, motivate,and retain its competent employees so that it can win competitive advantage (Mello, 2011). Itcan be stated here that since hotel industry is based on the quality service provided by thestaffs, HRM is one of the most significant department that a company possess. To carry out the study, Marriott Hotel has been selected which is one of the largest hotel in theworld. The organization strives innovative ways to serve its customers. In the journey tofacilitate its customers, Marriott realises the significance of its workforce. It abides by theprinciple that when it takes care of its associates or employees they are the ones who will offerworld-class service to its guests (About Mariott, 2012). Therefore, in all the role andresponsibilities of HRM of the organization, inclusive of staff recruitment and employeerelations, different policies, strategies, and laws have been designed. TASK 1ONE:1.1 Role and purpose of Human Resource Management in Hotel industryHRM and Hotel industry: Employees are the key assets to any industry and hospitalityindustry is no exception. Since hospitality industry is based on serving its customers’ need,employees has very critical role to play. Nevertheless, as per the report of The InternationalSociety of Hospitality Consultants, the industry has been experiencing tremendous shortages ofskill and employees. People are leaving the hospitality industry more than they are joining theworkforce due to a number of issues linked with the particular industry are long workinghours, working in weekends and late nights, etc.(McBeth, et al., 2011). The industry also has3
been adversely affected by lack of effective training and job satisfaction of the staffs.Therefore, human resource management department has indispensable role to play in handlingemployees related issues. Recruitment and selection: Since employees are the brand ambassador of a company in thehospitality industry such as Marriott Hotel, they are at the most critical role to meet the needsand expectation of the customers. The particular hotel recruits potential employees to provideoutstanding service. Thus, the human resource management department of Marriott Hotel hassignificant role to contribute to its success and growth (Pinnington, 2011). Training and development: No matter of employees Marriott Hotel deals directly with thecustomers or provides support to the front line staffs of the firm, their performance is theaspect that facilitate Marriott Hotel stand out from the rest of the industry (Rowley & Warner,2010). Role of human resource staffs of the company is to recruit, develop and retail the staffswho are efficient and competent, passionate and accountable to their work and in this mannerwin competitive edge (Society for Human Resource Management, 2010). Employee retention: HR managers also are responsible to retain their employees bymotivating them as well as give best of their performance. Hence, recruitment is not only theimportant role to play by the HR Managers, they are responsible to meet all the needs andexpectation of the staffs to that they keep focussed on their work and remain competent but anumber of other roles that they are required to play (Shen, 2011). Marriott Hotel needs acomprehensive HRM strategy that contributes to employee growth, commitment to deliveringexcellent customer service and quality performance. Hence two facts that the HRM functionsfocus upon are quality service and people centred, therefore HR managers plays crucial role inthe overall organizational success, especially in the hotel industry. Employee relationships: Standard of the service offered to the customers not only includesstaffs’ competence but also upon the attitudes of employees. To improve employee attitudesand make the staffs committed towards Marriott Hotel, HR managers take various strategies.HR managers of the selected company further focus upon staffs training and development,performance management and effective communication so that they always remain competentand efficient in serving its customers (Marriott: Principles of Responsible Business, 2012). 4
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