Human resource management in service industries | Assignment

Human resource management
for service industries

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
Importance of human resource management and its role and purpose in Topdeck....................1
Human resource plan based on the analysis of supply and demand for Topdeck.......................3
TASK 2............................................................................................................................................4
Assess the current state of employment relations within service sector in UK..........................4
Employment laws that affect the management of human resources in UK................................6
TASK 3............................................................................................................................................7
Job description and person specification.....................................................................................7
Working in an integrated manner with the leaders of the company to manage timely personnel
needs and appropriate candidate flow in the organisation...............................................................8
Compare the selection process of your selected travel and tourism business with a another...10
service business.........................................................................................................................10
TASK 4..........................................................................................................................................11
Training and development functions and their contribution.....................................................11
CONCLUSION..............................................................................................................................13
REFERENCES..............................................................................................................................14

INTRODUCTION
Human resource management (HRM) is the approach that different companies uses to
handle the most valuable assets of the organisation that are its staff members(Noe And et.al.,
2017). There focus is to recruit and select employees in order to make them trained with respect
to the organisational culture of the firm. Report is based on different HRM practices in service
industry and present study is on the UK based organisation that is Top-deck Travel that was
founded in the year 1973. Report will include importance with different roles and purpose of
HRM in Topdeck travel. Further report will develop a human resource plan for the company and
will also assess the current state of employment relations within service sector perspective in
UK. With respect to service sector report will analyse employment laws that usually affects
HRM. Report will discuss job description and person specification with respect to the
organisation and recruitment and selection processes of Topdeck is compared with other tourism
industry. At the end report will examine different training and development function in Topdeck.
TASK 1
Importance of HRM in Topdeck and its role and purpose
HRM is the approach that organisation uses to manage its important assets that are its
employees by giving them proper development training so that organisation is able to gain
competitive advantage. The HRM in service firms are working to recruit and select the right
candidates, working on employees' compensation and benefits and also making the employees
understand about their job role. Role of HRM in Topdeck are as following:-
 Recruiting process:- The major role of the HRM in Topdeck is to identify the vacant
jobs and analysing the requirement of jobs. HRM review different applications, do
screening in order to short list the candidates and then selects the right candidates for the
organisation(Laumer, Maier and Eckhardt, 2015). For the growth of the service
industries, human resource of the organisation have to be skilled enough. That is the
reason human resource management in Topdeck works to select the best suitable
candidates who are willing to serve the customers with effective communication skills.
 Monitoring employees:- Another role of HRM at Topdeck is to monitor performance of
its employees as it result in improvement of the business productivity by gathering
information about the activities perform by different employees(Horseman, Saudi
Arabian Oil Co, 2016). It is very important in the service industries to monitor
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performance of staff so that they aware that employees have performed their respected
job with the set standard or not. If not then respective guidance can be given.
 Training and development:- After monitoring performance of employees, many a times
improvements are required in employees performance. For the same, human resource
management in Topdeck is providing different training opportunity to staff members.
Training Activities prepares the staff members to do their job effectively(Seidle,
Fernandez and Perry, 2016).
 Budget monitoring:- Another major role of HRM in service industry is distribution of
budget with the help of effective planning and they ensure that the process of
management of HRM of Topdeck is not exceeding the budgeted costs.
Purpose of human resource management are as following:-
 Staffing needs:- In service industries, HRM is having the purpose to analyse the job
duties and to determine the skills level that will be required for the respective position.
Human resource department of Topdeck get involved in the transfer and promotion
process of working staff(Morgeson, Brannick and Levine, 2019).
 Compensation:- Human resource management of Topdeck is having purpose to evaluate
and make changes with respect to pay structure of the organisation. They also assess
various policy so that Topdeck is able to comply with different legislations with respect
to the employment and labor law of UK for providing minimum wages to its Staff
members.
 Performance Appraisal:- HRM evaluate performance of employees so that different
practices are set in Topdeck in order to promote, retain or terminate the
employees(Mohrman and Lawler, 2017). The management team analyse the performance
and qualified employee is given rewards for its effective performance.
Human resource plan for Topdeck
Human resource plan is very essential for Topdeck in order to ensure that Topdeck is
having right employees with right skills and they are assigned right job role(Muhammed And
et.al., 2017). The different steps that are included in plan are as follows:-
 Staffing:- First step in plan of human resource is hiring of eligible candidates in Topdeck
for the respective position. For the same management have to evaluate the skills and
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knowledge that candidate is having so that they are offered the job role accordingly. The
selected candidates must match with the corporate standards and requirements.
 Forecasting:- The HR forecasting basically helps Topdeck to avoid gaps in staffing
needs of the organisation(Megahed, Yin and Nezhad, 2016). So next step for human
resource plan is to forecast staffing needs by taking into consideration which employees
might be retiring or leaving the firm. HRM plans to fill these gaps with the help of
internal staffing or making quick efforts with respect to recruitment process.
 Performance management:- It is basically another step in human resource plan and this
helps in reducing the turnover rates and also boost productivity of Topdeck. HRM have
to clearly define roles and responsibility of the staff in order to achieve the objectives on
time. Employees have to be involved as it result in fewer conflicts and build effective
employment relation that manages the effective performance of the employees(Noe And
et.al., 2017).
 Compensation:-For attracting and retaining the best employees of the Topdeck,
compensation is part of human resource plan. The compensation plan leads to job
satisfaction and this includes different bonus for the employees for their effective
performance.
 Employee development:- The last step of human resource plan is employees
development that includes growth plan in Topdeck. This plan includes helping individual
employee to improve its skills and acquire knowledge for new rolls and responsibility in
the service industry. It basically depends on the individual ability and interest of the
employees.
TASK 2
Assessment of Current state of employment relations
Current state of relation of employees in service sector is accessed with the help of
following graphs that represents the wages and befits that employees of UK are having:-
Figure:- 1
3

From the above report it is been interpreted that in UK's service industries employees are
getting proper wages and salaries so that they can retain in the organisation for long period as
they get attracted from the benefits that they are getting. These business practices are helping the
service industries to build an effective relation with the employees so that they productively for
the firm(Fiorito, 2015).
Figure:- 2
4
Illustration 1: wages and benefits to employees

It is interpreted that the service industries in UK are having improvement in there
performance as salary is increased. It is analysed that employees of the organisation get influence
with rise in salary and benefits that they are getting from the organisation.
Figure:- 3
5
Illustration 2: Performance rating
Illustration 3: Companies investing in employees outperform

It is been interpreted from the above data that service industries are investing in
employees outperform and as a result they are able to have effective relationship with staff
members working in organisation. For making employees attracted toward the organisations,
they are working for employees growth, there pay, there average revenue and most of the
companies invest for this in order to build effective relation and proper HRM practices in
organisation.
Employment laws affecting HRM in UK
There are different laws for the benefits of employees that affects HRM in UK and helps
both Topdeck and its employees in order to make effective decision. The department of human
resource put these laws in practice and gives details with respect to terms and conditions of the
employment. These laws increase the liability of Topdeck with respect to its employees. The
different Employment laws of UK affecting HRM are as follows:-
 Health and safety at work act 1974:- This law states the responsibility of the service
industries to provide health and safety measures to its staff members for making them
feel protected at the workplace. Topdeck takes care to avoid those substances that might
cause injuries to its staff members. For the same organisation maintain safety and
precautions from different hazardous situations. Topdeck have fire alarms in the premises
and they train the employees for their safety measures. This helps to bring safety
measures for the firm and its working staff members(Holt and Allen, 2015).
 Data protection act 1998:- According to this act Topdeck have to take precautions so
that the data of the customers are not disclosed and data security have to there. After a
specific period organisation have to destroy the data so that customers are not facing any
sort of problem. This protect the customers and makes there personal information safe so
that the third party can not misuse the information.
 Equality act 2010:- According to this act Topdeck is not allowed to discriminate the
employees according to the background they have either on bases of gender, race,
religion, age etc. Strict actions are taken for the service industry that are not following
this act. Many employees in service industries strike for their rights and have right to
complain if any such action takes place in the organisation(Davies and et.al., 2016).
 Employer's Liability insurance act 1969:- According to this act Topdeck have to take
insurance in order to cover the liability of working employees that is against the personal
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injuries of their employees in order to avoid any harm at the workplace. Many a times
employees get injured because the organisation have not taken effective measures. For
the same this law helps in protecting employees health and liabilities(Barrett and Lewis,
2016).
TASK 3
Job description and person specification
Job Description
Position Title: HR Business manager
Reports to: Branch Manager
Working Hours: Full Time
HR Executive will be responsible for following activites:
 Providing support to branch manager and executive director
 Overviewing the recruitment process and regularly updating the entire process
 Managing and organizing special projects, conferences and meetings
 Planning different HR managerial activities
 Overseeing office operations
 Setting the business objectives for the organisation
Essential job duties:
 Managing all recruitment process and personnel on-boarding
 Creating and maintaining all personnel files
 Processing bi-weekly payroll
Working in an integrated manner with leaders of the company to manage
timely personnel needs and appropriate candidate flow in the organisation
PERSON SPECIFICATION
Tourist Guide
TUI travel company
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Purpose of Job: To assist the tourists visiting with under the company in their entire vacation
and educate them about the historical background and importance of different venues. Also
satisfy all of their queries.
Qualifications Essential Desirable
Masters in hospitality administration √
Graduation in hospitality management
Vocational course in local history and
background
√
Skills Essential Desirable
Interpersonal skill and communication
skills
√
Time management skills √
Critical situation control skills √
Knowledge and Experience Essential Desirable
Different regional history √
1 years working experience √
Summary:
Prepared by:
Title: Tourist Guide
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Example of CV
Name: Charlie FO
Email id: [e-mail]
Date of Birth: 03-12-1993
Contact NO. - 5262532
Academic Qualifications
 Masters in hospitality administration.
 Bachelor of Hospitality management.
 Vocational course inn historical background
Skills and knowledge
 Communication and Interpersonal skills.
 Decision making skills and time management skill to address all the queries.
 Creativity in answering and solving all the queries raised.
Experience
 1 year experience in TUI group.
 2 months of Internship Training in Marriott.
References
Mrs. Rita Bolen
HR Manager, TUI.
Contact. 5317522
Inclusion of technology in the recruitment process in the need of hour in the current recruitment
process that should be adopted by Top Deck Company so that they can operate at par with the
other competing industries in the same field (Muhammed And et.al., 2017).
Comparison of selection process in Topdeck another service business
Recruitment and selection process of Top
deck
Recruitment and selection process of Tesco
Recruitment is the process in which potential
candidates are identified and attracted so that
they apply for the job role. All the
organization have different process of
Recruitment is also one of the most important
function in Tesco (Morgeson, Brannick, and
Levine, 2019). There are two type of
recruitment process which are being followed
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recruitment and selection. Top deck make use
of internal as well as external recruitment. In
internal recruitment mainly firm make use of
promotion. This is done by top deck company
so that they can easily be able to motivate
their employees. This process of internal
recruitment done by firm helps them in
motivating consumers. This process can
support firm in growing. It also motivate
employees which help them in achieving
goals and objectives. Recruitment by this way
in Top deck can also be considered as positive
method. This can create employee loyalty in
firm. It can also reduce employee turnover.
Top deck company is also engaged in
selecting employees through interview. This
is also one of the negative type of method. In
this method company rejects employees
which they think are not efficient. They only
select those employees which are skilled and
efficient (Laumer, Maier and Eckhardt, 2015).
This can assist company like Top deck in
increasing their goodwill. In this type of
selection method they also make sure that all
employees go through medical test, so that
they can identify if worker is not going
through any major problem. After the medical
test the final selection is being made by
Topdeck organization. The company also
make sure that selection is based on the basis
of qualification and abilities of workers, so
by Tesco that includes internal and external
recruitment method. In internal recruitment
they make use of transfer. In this Tesco shifts
employee to different job role . This makes
employee more responsible. It also help them
in gaining knowledge from other field that
increase the efficiency of workers. They also
make use of the recruitment method like
online advertising and referral system. This
helps Tesco in reaching out large number of
employees which are more efficient and
skilled. In recruitment Tesco also make use of
promotion. In this company shifts employee
from one lower position to another upper
They also make use of selection process that
includes psychometric test. In this they judge
employees on basis of how they have
performed in test. Test can include questions
related to English and Mathematics. Tesco
make sure that all employees which are
selected have higher qualification and skills
so that they can work effectively. This also
reduces training cost of company which
indirectly increased their profit. It also helps
them in increasing their operational
efficiency.
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that it would be easy for them to perform
work. This can also help company in reducing
the turnover of employees. It will also create
workers loyalty.
TASK 4
Training and development functions and their contribution
Topdeck can implement different training and development function in an organization which
may help their employees to improve their performance. Some of training and development
function and their contribution can be explained below:
Improve skills and knowledge of employees: One of the important function of training and
development is that it can enhance the skills and knowledge of managers and staff members of
Topdeck. Different sessions for Training helps to prove the knowledge to employees and
improve their skills. By improving their skills and knowledge will surely be beneficial for the
organisation in the future. It will keep team prepared to face the new challenges in service
industry which can help the company to gain higher profits and remain competitive in the
market.
Competitive workforce: Training and development function help in making the workforce more
competitive. When in the company skills and knowledge of employees are built it will offer new
and advanced opportunities. This will attract new talent towards the organisation which are better
skilled, dedicated and engaged will be a big competitive edge for the company. By including the
development activities will further improve the competitiveness of workforce which increase the
performance of the organisation and will also enhance creativity in a work place (DeCenzo,
Robbins and Verhulst, 2016). Competitive workforce will contribute towards company high
performance and will develop a culture of creativity which will also result in high employee
engagement.
Better collaboration: For a travel and tourism company in order to operate effective, there should
be a proper collaboration among the employees at different locations. It is another function of
training and development to keep employee prepared for working together. If employees are
trained poorly it will result in a skill gap and this will hinder effective collaboration between the
employees. So, collaboration is really important in an organisation, which can be increased by
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training and development. When employees of Topdeck are able to set proper collaboration
between them which will improve their performance to higher levels and which will also bring
higher returns to the company. Training gives long term benefits to the employees of the
organisation that they work to achieve the higher productivity for the business. By the proper
training and development of the employees in the company gives better and effectives results to
the company. This will improve the skills of the employees which will helps to increase the sales
of the company (MORLEY, and et.al., 2016). It will helps to better use of technologies and
resources in the businesses in the future. Proper training and development of the employees
increase the morale of the employees to achieve the success and growth of the company. It also
improves the quality and efficiency of the employees working ion the business environment. It
reduces the problems of the business. Development and training increase the motivation level of
the employees.
CONCLUSION
It is been concluded from the above report that Role of human resource management in
Topdeck are to conduct recruiting process, to monitor employees, do conduct training and
development and to monitor the Budget. Report also concludes that Purpose of HRM is Staffing
needs, Compensation, Performance Appraisal and the different steps that are included in the
human resource plan are Staffing, Forecasting, Performance management, Compensation and
Employee development. Report also concludes that there are different Employment laws of UK
that affects the HRM of Topdeck. Further report concludes that there are different process of
recruitment and selection with respect to the organisation.
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Online
Wages and benefits to employees. 2019. [Online]. Available.
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7MQ4lYILCgB&biw=1712&bih=845&dpr=0.9>
Performance rating. 2019. [Online]. Available.
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Companies investing in employees outperform. 2019. [Online]. Available.
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