Human Resource Management for Service Industry

This report examines the role of Human Resource Management in the service industry, using British Airways as a case study. It analyzes key HR functions, including workforce planning, recruitment, training, and employee relations, and their impact on business objectives. The report also discusses the state of employment relations in the service industry and the impact of relevant employment laws on HR management.

Human Resource Management
for Service Industry

Table of Contents
INTRODUCTION...........................................................................................................................3
Task 1...............................................................................................................................................3
1.1 Role and purpose of human resource management in service industry................................3
1.2 Human resources plan based on an analysis of supply and demand in service industry......4
TASK 2............................................................................................................................................6
2.1 State of employment relations in service industry................................................................6
2.2 Employment laws affects the management of human resource ...........................................7
TASK 3............................................................................................................................................8
3.1 Job description and person specification for the selected service industry...........................8
Person specification:...................................................................................................................9
3.2 Comparison of selection process of different businesses .....................................................9
TASK 4..........................................................................................................................................11
4.1 Assessment of contribution of training and development activities ..................................11
CONCLUSION .............................................................................................................................14
REFERENCES................................................................................................................................1

INTRODUCTION
Human resource management is an essential activity for an organisation. It includes the
management of humans who want to work in the company (Human Resource Management,
2014). It helps to maintain the management of persons for the effective performance and
productivity. In this report chosen organisation is British Airways. It is flag carrier and the
largest airline in the United Kingdom based on the Fleet size. The aim of this report is to
understand the human resource management, employee relations and employment law,
recruitment, selection, training and development in service industry. It covers the following
topics like- role and purpose of HRM, employment relations, law affects the management of
human resource, job description, person specification and selection process. Apart from this it
also discuss about contribution of training and development activities to the effective operation
of a service industry business.
Task 1.
1.1 Role and purpose of human resource management in service industry
Human resource management is the term which is used to manage the people in the
company. It the responsibility of human resource manager to control and manage the all
employees in the organisation. It provides the help in systematic and smooth work in British
Airways. It has mainly three responsibility of managers who deals in human resource
management. These three areas are such as follows- defining designation and work, staffing and
employee compensation and benefits. The main purpose of it, is to increase productivity of the
company by optimizing the effectiveness of staffs. British Airways can use it to improve its
efficiency and management. Role of human resource management in service industry are as
follows:
Working together:
It is the basic role of human resource management to encourage the employees to work
together. In context to British Airways, trainee human resource officer can provides effective
suggestions to the manager and supervisor that how they can assign workers to different roles in
the company so that they can work together to achieve the organisational goal. It helps to
increase the efficiency and productivity (Armstrong and Taylor, 2014).
Building capacity:

Human resource management can help the organisation to build capacity according to the
skills of persons. In context to British Airways, trainee human resource officer can assign the
work to the staff as per their knowledge, skills and talent. It helps the company to build capacity
of its employees so that they can effectively manage the flights as per the specific timings.
Addressing issues:
Human resource management is responsible to solve the issues in the organisation. It
helps the company to increase efficiency. In context to British Airways, trainee human resource
officer can solve the problems of its staffs related to health or work place. It can help the
organisation to achieve its goal by satisfy the issues of its employees.
Purpose of human resource management:
Staffing:
Staffing is a tool which is used by the management to recruit right persons who fulfil the
requirement criteria of a company. In context to British Airways, human resource officer can
recruit persons according to the needs of its organisation. Their skill, knowledge, talent and
capability can help to achieve the goal of company. It helps to increase the efficiency and
productivity of it if HR manager select right persons (Bartram and Dowling, 2013).
Employee relation:
Effective employee relation is helpful for the company to do its operations smoothly. It
can help the organisation to increase its efficiency. In context to British Airways, human
resource officer should try to maintain friendly and healthy relationship with its staff so that they
feel comfortable to do work in the organisation. It helps to improve the productivity and
efficiency of it.
Laws:
It is essential for the manager to follow specific laws as per the guidelines of the
government. In context to British Airways, human resource officer should follows the laws
which are required by the service industry so that employees can feel safe and secure in the
company.
1.2 Human resources plan based on an analysis of supply and demand in service industry
Human resource management plan helps the organisation for effective and efficient
management of persons in the company. British Airways can make plan with the analysis of

demand and supply in its organisation. There are following steps which provides help in human
resource plan. These steps are such as follows:
Manpower planning:
Human resource manager of British Airways can develop manpower database which can
help to know the requirement of persons in the company (Birasnav, 2014). This plan also provide
help to know the employee turnover ratio so that it can make strategy to reduce it. According to
the demand of staffs in its organisation it can hire the employees.
Recruitment:
Human resource manager of British Airways can recruit the employees in its company as
per the requirements. In this type of industry it is important to satisfy the customers by its
effective services. It can appoint persons on the basis of skill, knowledge, capability and talent. It
helps the organisation to improve its efficiency. Recruitment can be done as per the demand of
staffs so that supply can be done according to it.
Performance Management:
Human resource manager of British Airways can manage the performance of its
employees by supervision, promotion and performance appraisal technique. It helps the company
to know that how the workers are performing. If they are not doing things according to the
requirements of organisation then it can try to improve it with the help of training. If it is a
demand in the British Airways that pilots should be highly trained so that they can run the flights
effectively. On the basis of it supply is to to done so that efficiency can be improve (Bon and
Mustafa, 2013).
Training and development:
Human resource manager of British Airways should provide the training to its new
employees so that they can aware about their role and duties in the organisation. They can
provide training to the pilots, air hostage etc. so that their skills can be developed. It help the
organisation to improve its efficiency and productivity. If it is a demand of air hostage so that
manager should recruit it as per the requirement and then trained them to maintain and improve
efficiency.
Staff relation:
Human resource manager of British Airways is responsible to maintain healthy and
friendly relationship with employees. It can comfortable the workers towards its work. It can

resolve the disputes and gravenesses so that efficiency of staffs cab be increase. It helps to
improve the productivity also. So it has been a effective human resource plan if it is done on the
basis of supply and demand. If demand will increase then supply should also be increased so that
balanced can be maintained and human resource officer should develop human resource plan on
the basis of it (Chatterjee, 2013).
Plan of organisation is to deliver effective and fast services to the consumers and it
can hire those employees who can able to do it as per the needs of company. It has
approximately 45000 staffs. Hours of work is not fixed to deliver new flights service to
Madrid and because it depends on the number of flights in a day
TASK 2.
2.1 State of employment relations in service industry
Employment relation means the relation between the employees and employer in the
company. This relationship create the certain rights, obligations and responsibilities which are
needed to be fulfil by both of them. It makes the strong understanding which helps to improve
efficiency and smoothness in the work. In context to British Airways, it is important to maintain
effective relationship so that company can provides better services to the customers. Current
state of employment relationship in this service industry are as follows:
Provide impartial advice:
Employer of British Airways can make impartial advice to the employers. It does not
make any partiality with its staff. If a worker is facing a problem regarding the work place and
from it time is wasting because they have to move from place to other to carry the equipments. In
that case employer advice its staff that they can keep the necessary tools and equipments near to
their work place. If the same problem is faced by the other person then it can give same
suggestion to that worker. All employees are equal in front of the management. It is the current
state of this company.
Setting complaints about employee's right:
It is essential for the management of the company to listen the complaints of its
employees for the better efficiency and management. British Airways always listen the problems
and issues of its employees if they are facing. If an employee has an issue that his team leader is
not supporting him if they need their help and guidance. In that case team can not achieve its

objective because staff does not know how to do a particular task. But employer of British
Airways always listen and solve the issues of its employees so that they feel comfortable with
the management. They are very friendly with the workers so that they can easily share their
complaints (Chuang, Chen and Chuang, 2013). If these are solved by the manager of
organisation then efficiency and productivity of persons will improve. It helps the company to
achieve sustainable success and growth. It shows that it is maintaining good relationship with
staffs.
Training and development:
Training and development are important to improve and develop the skills of the
employees in the company. Employer of British Airways always provide the training to its air
hostage, cabin crew staffs, pilots etc. So that their skills can be improve and they can perform
according to the needs and requirements of the company. It helps to improve the efficiency in the
work. It also aware persons about rules and regulations of the organisation which help them to
perform as per the standard of the organisation. It reflects the effective relationship between
employer and the employees. It helps to achieve the goal and objectives of this service industry
that it satisfy the customers with its quality services. It shows that British Airways is able to
maintain good employment relationship with its staffs. It is plus point for it because it makes the
smooth working in the organisation.
2.2 Employment laws affects the management of human resource
Employment laws are important to protect the rights of the employees in the company. It
can affects the management of human resource. These are those laws which are mandatory to
follow by the organisation for effective and smooth work. There are various laws which can
affects the management of British Airways human resource. These are as follows:
Healthy and safety regulation:
The Civil Aviation Regulations 2004 says that it is the responsibility of the company to
take care of health and safety of its crew members. This law states that it is apply only to the
crew members and not for the passengers and ground workers. British Airways follow this to
protects its members but it affects the human resource of the organisation because they have to
make the rules and regulations according to that. This employment law is only applicable to the
cabin crew staffs so management have to make different human resource management policies

for rest of employees in the company (Hoque, 2013). So it affects the management of humane
resource.
Working time regulations:
Civil Aviation Working Time Regulations 2004 enforce the specific working time
restrictions. These issues covered are as follows: patterns of work that ensure appropriate rest
breaks, provision of information of working patterns and maximum annual working time and
total block flying time. It is a challenge to follow the different objectives of these regulations
with these time limitations scheme required by the Air Navigation order. It can affect the
management of human resource because it is difficult to follow all the guidelines as per the
requirements. If it is not apply by the management of British Airways then it can be offence
according the Aviation Laws.
Mobile and young workers:
Civil Aviation Authority also frame the relevant requirements for the working time
regulations 2003 and working time regulation 2003, as applied to 'mobile workers' in the General
Aviation sector and mobile 'young workers' in the remainder of the civil aviation sector (Liang,
Marler and Cui, 2012). This law says that regulations are needed to be followed to protect the
health and safety of these workers in this sector. It limiting weekly working hours, providing
appropriate rest and follow the instructions to avoid safety and health risk etc. Management of
the organisation is require to maintain records of mobile and young workers hours for two years.
It is difficult for the employer to to maintain these records for two years and its affects the human
resource because they have to take care of all rules and regulations related to the employment
law. So it is important for the organisation to manage its human resource effectively so that it
can not be affected by the employment laws.
TASK 3.
3.1 Job description and person specification for the selected service industry
It is necessary for the company to select the employees according to their requirements.
Every organisation has deals in different sectors and they have its own working style in its
business. So as per necessity they recruit staffs who are matching with their jab description and
person specification. If a persons is able to fulfil the criteria as per the requirement of company

then it will be eligible to apply for the job. British Airways has its own criteria for the selection
of cabin crew staff which are as follows:
Job description:
Age of employees should be 18 or above when they are applying for the job.
Communication skill should be excellent such as spoken and written. Passport is needed with
minimum expiry of 12 months and they have right to live and work in United Kingdom. Cabin
crew employee should not involve in the criminal activities. It has ability to obtain and retain an
airside pass and able to do work 24*7 and willing to relocate as per the requirements. Good and
pleasing personality is required with the minimum heights as per the standards of Aviation
industry. Able to spend periods of time away form home. Able to wear British Airways uniform
which is made for cabin crew member and candidate does not have tattoos in its body and if
someone has it then it should not be visible. If a person has able to fulfil these criteria as per
needs of company then it can be selected by the British Airways for the interview (Sheehan,
2014).
Person specification:
It is essential to maintain and follow the safety ans security standards according to the
guidelines of the company. Employee should be able to deliver excellent services to the
customers on appropriate time. Person should enjoy the interaction with the consumers and
always ready to help them. Problem solving skill is needed for cabin crew member in British
Airways so that they can solve the issues of their clients. Employee need to respect the different
cultures and backgrounds and treat equal to every consumer in the organisation. Be friendly with
the clients and able to satisfy with its excellent customer service. Confidence is requires to
deliver the difficult message, follow the rules and regulations of the company and be flexible to
meet difficult situations. Willingness to learn new things and have positive attitude towards its
work and be punctual. Feel proud to work in this organisation. If a employees has possess these
specification then it can be selected by the British Airways for an interview for the designation
of cabin crew member. These are the specific criteria which are needed to be fulfil by the persons
who want to apply for the job in this company.
3.2 Comparison of selection process of different businesses
Selection process is defined as procedure of choosing appropriate candidate with
obligatory qualifications and capacity to occupy vacancies in organization. This can be said as a

time taking process and includes various steps. By this process, organizations can satisfy their
need of human capital. Steps of selection process are:
Selection process of two companies are compared for evaluation. British Airways and
TFL are two companies of UK aviation industry whose selection process have been compared.
British Airways TFL
British Airways is among leading airline
companies in the World.
It is among popular airline organizations of UK
and it is a local government body.
This organization focuses on recruitment of
freshers, which in result requires so much
training and also cost associated with it.
TFL use use road map of Equality Act to
attract candidates.
Problem of leaving candidates in between
training occurs due to rigid and strict training
procedure. Candidates includes both new and
experienced or existing.
Selection procedure is based on job
Specification. Candidate matched with job
specification got selected.

Hiring is done for British Airways with the
help of online portals and conducting online
interview.
Also, this organization follows policies of
government according to which it is mandatory
to follow by it and it include ethical practices
in selection process.
Also this company choose particularly local
candidates among all applicants which denotes
that it is partial in selection.
TFL select candidates from both internal and
external sources to create better pool of
applicants. But main focus is on selecting
trained and skilled individual so that it helps in
reducing training costs (Si and Li, 2012).
In contrast to EasyJet, it concentrates on hiring
of trustworthy individuals and choose only
internal sources of recruitment.
Internal and external sources are combined to
acquire as much candidates as they can.
Internal sources consists of references from
existing employees, promotions, transfers,
previous applicants. British Airways adopts
internal sources because it is possible to check
background of individual.
External sources includes campus placements
through educational institutes, direct
recruitment, employment exchanges, walk-ins,
consultants, contractors, competitors, e-
recruitment, acquisition and mergers. Through
campus recruitments, one is already known
about capabilities as well as knowledge of
candidate.
TASK 4.
4.1 Assessment of contribution of training and development activities
Training and development can be said as an significant component of human resource
development. Training and development is defined as a system which focuses on performance
improvement of individual and group. Training refers to process of knowing, learning a definite
set of skills. It is generally a short-term process which needs guidance to acquire skills and
knowledge. Training is generally provided for a particular tasks or job in British Airways. Also
this is given to perform non-leadership functions. Main purpose of training is that individual will

become able to do task assigned, enhancement in productivity, providing workforce flexibilty,
safety assurance along with quality assurance, capibility improvement.
Whereas development is a continuous and long-time process, its aim is developing
overall personality. Sometimes it includes knowledge of educational concepts. Individual
development only be achieved when managers will be informed as well as educated. In British
Airways focus of training is on job, while development concentrates on career.
Importance of Training and Development
For growth and success of British Airways, training and development plays a major role
in improvement. There are many changes occur in business environment, so to cop up with them,
British Airways needs to upgrade skills and knowledge. Importance of training and development
in relation to British Airways are
 Productivity enhancement will be achieved as if employees are provided training then
they can easily do job. Also, they will be able to understand organizational culture.
 Flexibility in organizational culture will come as complexity in structure is simplified.
 Skill development contributes in betterment of employees as this will also help in future
growth.
 Quality and safety standards can also be increased in a way that major problems would be
solved in training and development process.
 Profitability increment is achieved as proper trained personnel will give their best to
assigned task.
 Positive impact on image of organization as it helps in creating pool of talented staff.
Individuals will be more interested in selecting organizations which provides training and
development.
 Improvement in morale of individuals as they will be more confident in performing a
particular task if they already know how to do it (Su and Wright, 2012).
 Proper utilization of resources
 Reduction in employee turnover ratio
Training and development is needed in British Airways to achieve efficiency in
operations. This process involves huge cost due to payment of fees to trainers. Sessions are also
organized in organizations to give knowledge to new employees as well as existing employees
for revising goals. Need can be identified when top management of British Airways thinks that

performance of personnel should be improved. Efforts are made in this direction to set standards
of performance. If a person is assigned a job, then from training and development, it will be easy
to fulfil job responsibilty. For enhancement in production, process of training and development
provides new ways of methodologies. If an organization wants advantage in long run, then
regular sessions and workshops should be organized which adds to expenses.
Major benefits of training and development in area of effective operations are rise in level
of skills, knowledge, efficiency, productivity. Along with it, loopholes in operations can be
removed, creation of new job positions, keeping them motivated, refreshes targets, ambitions and
level of contribution. Demerits of training and development are that sometimes existing
employees are reluctant in giving training to new employees. This is because, they are not paid
for sessions undertaken. This is very expensive because training cost is bear by British Airways.
Also, identifying appropriate trainers is not an easy task. Risk associated with training and
development is that if personnel left job after it, then it leads to waste of efforts, resources.
Process of training and development emphasizes on continuous improvement of skills,
knowledge and abilities. Overall personality should be analysed and work should be given to
employees accordingly. Various steps involved in process are:
 Determination of requirement of training and development in teams or personnel.
 Establishment of certain targets that are required to be attain.
 Methods are chosen from which this process is carried out.
 Programs, sessions, and workshops are implemented in continuation.
 After conducting sessions, performance is evaluated to know about their learning level
 Continuous monitoring on performance to analyse whether there is need for further
training and development or not.
Inputs of training and development are education, ethics, problem solving ability, change
in attitude, decision making. As British Airways is associated with airline industry, thus training
and development is needed for pilots, ground staff, cabin crew, air hostesses. Training duration
in airline service industry is more as compared to other industries. This is due to complexity in
nature. In this modern era, British Airways focusing on centralized e-learning system. This is due
to achievement of goals and reduction in training costs. Resultantly, this leads to increase in
operational efficiencies (Yang, 2012). Importance of aviation industry can be understood from its

contribution to GDP of world which is approx 8%. Various programs in aviation industry for
training are:
 Flight simulators
 Simulation training programs
 Learning management systems
There are various activities which can contribute in training and development and it
makes the employees more professional so that they can able to work more efficiently and
effectively. It helps to develop the new skills and capabilities in the workers so that productivity
can be improves. It helps the British Airways to make its operations effective so that it can
satisfy its customers. There are various activities which can contribute in training and
development which are such as follows:
 Soft skills development
 Technical skills development which includes department wise training.
 Effectively time management.
 Better leadership.
 Management development.
There are two types of training in organisation which are as follows: On the job training
and off the job training. On the job training, employees can learn by perform its duties in
company. Off the job training, Staff can learn new tactics without performing its work and it
observe the things.
Training Development
It is given to employees for skill development. It is overall development.
It is a short term process It is long term process.
It is related to a specific job It is related to all job as per the requirements of
organisation.
Role and need of training: It is used to improve skill and knowledge and it maximize the
performance and productivity of employees so it is needed. It also make the work smoother
for workers.

CONCLUSION
From above discussion, it has been concluded that human resource development is very
crucial to define roles and responsibilities of individuals. Employee relations shows positive
impact on airline industry. Also it creates many job opportunities, so it leads to reduction in
problem of unemployment. Efficient recruitment and selection process creates pool of employees
who are best in industry. Training and development is a crucial part of human resources
department which improves overall performance and personality of personnel. Process of
training and development is continuous in nature to ensure productivity. Selection proceses
differs from industry to industry, but if it smooth not complex then brand image will also
improve. All these are accumulated to achieve objectives and goals of individual as well as of
organization. Thus, it is beneficial for an organization to concentrate on human resource
department because all other departments are interlinked to it.

REFERENCES
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Online
Human Resource Management. 2014. [Online]. Available Through:
<https://www.humanresourcesedu.org/what-is-human-resources/>
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