Human Resource Management for Service Industry

This report examines the role of Human Resource Management (HRM) in the service industry, specifically focusing on British Airways. It analyzes key HRM functions, including recruitment, training, and employee relations, and their impact on the airline's performance. The report also includes a case study demonstrating the application of HRM practices in a real-world scenario.

Human resource Management
for service industry

Contents
Human resource Management for service industry....................................................................................1
INTRODUCTION...........................................................................................................................................3
TASK 1..........................................................................................................................................................3
1.1 Roles and purpose of human resource management in BRITISH AIRWAYS ..........................................3
1.2 Human resources plan based on an analysis of supply and demand for British airways...................4
Task-2..........................................................................................................................................................6
2.1 Current state of employment relation in British airways...................................................................6
2.2 Employment law affects the management of human resources of British airways...........................7
TASK 3..........................................................................................................................................................8
3.1 Job and person description for the post of cabin crew .....................................................................8
3.2 Recruitment process for cabin crew and TFL.....................................................................................9
TASK 4........................................................................................................................................................10
4.1 Difference between training and development ..............................................................................10
Training and development.....................................................................................................................11
CONCLUSION.............................................................................................................................................13
REFERENCES..............................................................................................................................................14

INTRODUCTION
Human resource management is a management system which uses tools and techniques
to maintain employees. HRM plays a main role in service industry this management system
manages all the functions like process of recruitment and selection Training and development
reward management employee relation management etc. The HR or BRITISH AIRWAYS
should know about responsibilities of human resource management system. This file discusses
about roles and the purpose of HRM in BRITISH AIRWAYS, creation of HR plan current state
of employment relation in airline industry, how employment law affect the management of
human resources within BRITISH AIRWAYS, job description and person specification for
BRITISH AIRWAYS, compare among the different selection process of different service
industries. and contribution of training and development activities to the effective operation of
BRITISH AIRWAYS (Martins, 2016).
TASK 1
1.1 Roles and purpose of human resource management in BRITISH AIRWAYS
Human resource management definition
Human resource Management is the process of many functions like planning recruiting
motivating employees providing an orientation for their future deciding incentives and
compensations and other benefits and providing training and development and also maintain the
relations among employees with Trade union(Savaneviciene,2011).
HRM plays a main role to maintain any organization or any industry like BRITISH
AIRWAYS because somehow all the functional groups of area interconnected with the human
resource management system. So HRM maintain all the process of company and its employees.
There are many roles of HRM like-
Recruitment and selection- It is process to capture the new employees or candidates
through the process of interview on the bases of their knowledge potential and ability and
capability. This is what HRM does . The main purpose of this process is to attract the well-

educated employees and encourage them to come out and choose a platform where they can
show their ability and capabilities. It is also a process of forecasting before the recruitment
process that means the HRM must know about the number of employees and the annual
budget of the British airways because recruitment and selection process can be done by
knowing an organizational goals for short and long terms.
Training and development - This is one of the main responsibilities of HRM because this
process is all about improvisations of employees by providing them training and
development programs where they can improve their skills.
Managing employees relations – This is the core responsibility which HRM of British
airways should do to fulfil the purpose of managing employees relations by conducting many
programs or seminars. This further helps in developing good relations among the work force
which helps in increasing the productivity of enterprise. Maintaining good working
conditions- It should be a responsibility of HRM to maintain the good working environment
for the employees so they can work together effectively (Martins, 2016). It is basic duty of
HRM to promote and motivate the employees by providing good working conditions.
1.2 Human resources plan based on an analysis of supply and demand for British airways
Human resource planning means a systematic approach of forecasting about the future
requirements of human resources and how to use existing resources to fulfill the existing
requirements. The purpose of human resource planning is to save all the resources . It is all about
to set employees according to their field of specialization. This can be helpful for company as
well as employee to improve their skills.
BRITISH AIRWAYS is going to start ten new international flights. So some requirements
are essential for the company like – air hostages crew members pilots and co-pilots cabin
members and the all the new technicians for server room to maintain connectivity etc. Company
does not have extra employees who can work for another flights. In this situation company must
have proper planning of new recruitment's of employees for British airways (Hussain and
Soomro, 2018). So the need of HRP is an essential part to use the resources in a right manner to
fulfill the requirement of British airways. Company is going to hire all the new members threw

the process of interviews so every employee will be selected according to skills and field of
specialization. and HRM would provide them training and development session. So HRP full fill
both the prospective of the company supply and demand. So company needs to find out the
objectives in starting then HRP forecast the demand of human resources than HRP implement its
plan and get the results. Human resource planning is necessary just because effective planning is
the main important part of any task in performance and achievements.
Human resource plan- is an essential part to know this planning must be consider based.
British airways is going to start all the ten flights so the proper HRP is needed. Our plan is about
new recruitment of employees for the new flights these are ( cabin crew , ground staff, customer
service employees, pilots)
Supply Analysis
Demand
Analysis
Key Positions
Average
Turnover (in %)
Present Level of
Excess
Employees in
each category
Employees
available
for
providing
service in
new air
route of
British
Airlines
Human
Resources
Required for
New
Estimated
New hires
for the
Pilots 20 10 5 10 5
cabin Crew 40 12 6 15 8
Ground Staffs 35 20 13 24 11
Customer Service
Professional 30 10 5 10 5

Task-2
2.1 Current state of employment relation in British airways.
Employment relation terms shows the relationship between employee and workers it is a state
where both (employee & worker ) works together and agreed together to do any work. But the
employee has all the commanding power on workers. That means work has performed under the
supervision of superiors. All the laws of employment allow both the parties to use their rights in
this condition. Effective working nature creates the relationships among all the employees and
employers (Hussain and Soomro, 2018). An effective relations between workers and employers
can built a relationship so they would not hesitate to take a participation in working place .
Global competition- The terminal Heathrow has became one of the big terminal in all our
world. And global there are many competitors are there to compete this company for example
New York, JFK-London(LHR/LGW), Air India, American airways. These are main competitors
of British airways global. Growth of low cost airlines- there are many airline globally which are
providing low cost facilities or tickets for passengers. Because initially company had a moto to
attract the passengers in all over world.

This term all use for the conflict management. Where both persons manage their conflicts and
work together to achieve same goals. It has seen in every workplace where all the employees
votes for a person and make him their leader. It is why? because of their expectations that this
person is niche humble and polite same in the case of union where union is responsible to protect
their rights. Employees of British airways have their rights to protect themselves against the
matter op partiality with them toward the top managements. An employee of British airways can
complaint against the superior. Every employee is free to do work no one can push him without
asking him. Govt. of UK has discovered the law of all the airways. There are many laws has
discovered by the govt. of UK to protect the rights of an employee of any airline. British airway
has its own laws and legislation to maintain the employment relations.
2.2 Employment law affects the management of human resources of British airways.
Employment law is a broad are to understand all the things within the organization where
all the rules has discovered to save the rights of employment of everyone it can be a employee or
workers or anyone (Hussain and Soomro, 2018). Employment law which has been discovered
by the government of UNITED KINGDOM have big impact on human resources of British
airways. Employment laws helps employees too to achieve their organizational goals. every
company carries their laws and legislation because the purpose to maintain terms and conditions
of the company so here British airways has also discovered the legislation for the employees to
follow rules and regulations. Employment laws can increase the responsibility of company
towards employees about their health and safety. Different types of the laws and regulations are
there for the British airways. Some of them has described below-
Law of health and safety 1974; according to this act Health and safety should be most
important thing for every employee in British airways. This act can help the employees of British
airways to protect to work from hazardous situation. Otherwise British airways should give the
surety to protect employees from this situation.
Data protection act 1998; According to this law data cannot be shared with any one. Data should
be secure in British airlines no one should have right to access the personal data of the

passengers. Because some time it can cause of a big trouble (Hussain and Soomro, 2018).
Because it is a personal information it cannot be share with anyone .
Licensing act 1964; according to this act every company is bounded to take the permission of
government before doing anything. Here in the case of British airlines must take the permission
of govt. of UK before serving the alcohol in the airlines .
TASK 3
3.1 Job and person description for the post of cabin crew
A job description is the document in which roles of a job, responsibilities and duties
includes. It describes the functions for which a job will be classified. Responsibilities give on the
bases of their qualification and skills which they have. Job description is developed by analysis
of that job.
Analysis of job description of cabin crew
Job description for the position of cabin crew in British Airways refers to the
opportunities which made by the British Airways for the persons who are already working with
BA and had worked for BA. This airway needed some experience person (Hussain and Soomro,
2018). The new candidate who is perfect in this work and flexible with the customers can also
select for the post of cabin crew because British airways only want customer satisfaction and
they give this job only to that person who is available for making new customers and to
communicate with them. (Martins, 2016). It is also an opportunity for the person who invited for
the job to make their career in this airway regarding knowledge and skills and after then switch
to the other post in BA.
It is the job in which the translation of language is most important because the airport
considers people with different countries. This job is managed for safety and emergency
situations through which the passengers ensuring themselves that they are safe in this journey.
This job provides training to the employees how to manage safety equipment in emergency cases
and how to secure the passengers because it is big responsibility for cabin crew members. Cabin
crew is responsible for all the activities which have to be done by them.

Person specification for job of cabin crew-
Person, who wants to do job of cabin crew in British Airway, must be capable to
understand the job and job responsibilities. They have to know about the external and
environment of this job and the workplace (Martins, 2016). British Airway wants the person for
this job with good communication skills and management skills or having some of knowledge
and experience regarding this job because it is the job where skills like fluent work, passionate,
capability to handle everyone is required. It is the job of safety and security and they train by the
British Airway. Candidate who applies for the job has to be 18+. They required the person
without any criminal record and without disability and medical problem. In maximum cases
British Airway wants the person who already works with hospitality industry and travel industry.
It is job with full of responsibilities toward safety and security of the passengers.
3.2 Recruitment process for cabin crew and TFL
Cabin Crew TFL (customer service assistant)
Firstly the requirements process of cabin crew
starts from online form in which candidate
has to fill the form according to their
requirements and in the application form they
give eligibility criteria for filling the form, the
person who are eligible, fill that form.
The other side is requirement process of TFL
which starts from the online application form
as well as cabin crew.
In the second stage after filling the online
application form they take video interview for
the post of cabin crew and it is the best way to
know about the persons that why are they
suitable for this job
Other side second stage for the TFL is suitable
judgment test in which they perform a test for
the candidates.
After completion of this the third stage comes
which is assessment center in cabin crew
In the third step of TFL they take online
ability taste includes with some mental ability

where they know about their post and the
responsibilities which will be done by them
and understand the rules and laws of British
Airway. Assessment centers include also
group task or individual task.
questions.
After the assessment process the candidates
invited for the health check up and other
checkups to know about the health issues of
candidates.
On the other side in TFL they welcomed for
the interview stage it can be online interview
or face to face it depends on their process at
that time.
It is the last stage for the post of cabin crew in
this stage they get the offer letter regarding
their jobs and training also provided to them
about safety and security cases
And the other side for the post of TFL they the
assessment provides to them for group task
and also for individual task.
Group Discussion process
Interview
TASK 4
4.1 Difference between training and development
Training Development
It is a learning process in which an employee It is the process in which overall growth of

learn to work process and develop their skills. employees includes.
Training gives in working time Development is plan of future
It is for short term Development is long termed process which
expire with life
Training gives to many employees It is an individual process
Objective of training is to improve them for
job work.
It is for future development of an individual.
Training and development
Training and development are necessary for sustainable performance of British Airway
(Hammond and Churchill, 2018). It is important for development of the new employees and use
their skills. Motivate them with the best motivator and runs training programs. It is also
important to maintain competitive advantage of the company. On the above question where
talked about the cabin crew job and for this job training and development is needed too much
because of many things in order to security and safety of the passengers and in the airway
business it is more important to safe customers because their safety is main goal. Training and
development are different concepts with same goal. Need of training and development in British
Airway-
 It improves performance of employees
 Improves employee satisfaction
 Through this they can easily approach their SWOT
 Increased productivity and quality standards
 Company profile and goodwill
 Consistency

Different type of training- Training will help British Airway to sustainable performance. They
provide different type of training(Hammond and Churchill, 2018).
On the job training- In this training the workers and employees are trained on the workplace
during their work. The workers learn how to perform actual on the workplace regarding their
work. It makes different type of training like-
Coaching- In this staff the supervisor and the management person who are much
experienced already, gives training to the other employees during their work. It is also an
individual based training so they all are comfortable with it.
Job rotation – In this type of training the employee send to the other department to learn
new things about other work it is given to the employees because of increasing ability. It is also
for decrease the bourbon of the employee in same kind of work.
Understudy – This training programs provide for the in existence of the supervisor and
in case of their retirement, transfer and in case of their death so that time the executive easily
handle the task which is provided to the supervisor(Hammond and Churchill, 2018).
Off the job training- In this the workers are trained outside the workplace. They took away from
the workplace. Different type of training use like-
Special lectures –It is also called classroom training. In these employees got o the classrooms
and attain different type of seminars to learn about their job. The main role of this training is to
inform employees about the job and responsibilities.
Simulation –It is the place where the workers learn how to use machines and tools, how to
operate them. It is the common training which gives by every organization.
Management games- In this training the employees divided into the groups and they have to play
different roles according to their ability and skills, on that place they required to apply their
knowledge.
Benefits and effectiveness of training to British Airway-
 It will help the employees of British Airway to communicate with each other.

 Training programs motivate employees of British Airway.
 Increased capacity to implement new ideas within the organization of British Airway.
 Through training and development the efficiency level increases.
 It helps to reduce risk on the workplace of British Airway.
CONCLUSION
From the above study it has been summarized that training and development program is
important for sustainable performance of British Airway. This file included human resource role
in training and how they help to British Airway to stay in the competitive market. Various type
of training program like on job training and off job training provided by British Airway in
different terms. This report also evaluated the employment law and their effect on the British
Airway. It also evaluates the role of HRM to the British Airway.

REFERENCES
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