Human Resource Management for Service Industry

Human resource management for service industry INTRODUCTION 1 TASK 11 1.1Role and purpose of human resource management in British Airway 1 1.2 creation of HR plan based on supply and demand, and observation of staff role and numbers of working hours. 4 2.2 description of employment act which affect management of human resource within British Airways.5 TASK 37 3.1 job description and personal specification for CABIN CREW members of British Airways. 7 3.2 comparison of selection process between British Airways and Transport for London 8 Task

Human resource management
for service industry

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
1.1Role and purpose of human resource management in British Airway...................................1
1.2 creation of HR plan based on supply and demand, and observation of staff role and
numbers of working hours..........................................................................................................3
TASK 2............................................................................................................................................4
2.1 Current state of employment relations in British Airlines company.....................................4
2.2 description of employment act which affect management of human resource within British
Airways. .....................................................................................................................................5
TASK 3............................................................................................................................................7
3.1 job description and personal specification for CABIN CREW members of British
Airways. .....................................................................................................................................7
3.2 comparison of selection process between British Airways and Transport for London........8
Task 4.............................................................................................................................................10
4.1 contribution of training and development activities for effective performance in British
Airways ....................................................................................................................................10
Conclusion.....................................................................................................................................12
Reference ......................................................................................................................................13

INTRODUCTION
To strategically manage people in organisation human resources team, suggest
management for the establishment of people's work for business resources. Human resource
management team ensures employment law in organisation and provides effective management
of work in business organisation. (Collings,Wood and Szamosi, 2018.) In this present report
chosen organisation is British Airways. This present report will cover role and purpose of human
resource management in British Airways and creation of human resource plan with analysis of
supply and demand of the industry with proper justification of role of staff and hours of work
required to deliver new flight. This report will also cover current state of employment in industry
and employment law which affect management of industry. After that in this report job
description and job specification for cabin crew will analyse and comparison for selection
process in British airways and Transport for London will be explained. Furthermore, in this
report an explanation will give on different types of training and its difference with development,
role and needs of training and role of training and development in organisation to achieve
effective work.
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TASK 1
1.1Role and purpose of human resource management in British Airway
The human resource management is responsible for employee payments, reward system
for all the employees to contribute to organization's strategic plans and several other things.
Human resource management plays a vital role in growth of an organization. British airways
have always been a successful industry and for its success Human resource management plays a
vital role. Human resource management in British airways works with heart and soul for
companies, objectives to be achieved. There are various concepts of human resource planning
which are to be considered for smooth running of an organization. All these concepts will be
explained through Harvard model.
Planning and forecasting play a vital role in human resource planning. The basic purpose of
HRM is to have an accurate estimation of number of employees required which matches skill set
to obtain organizational objectives. Human resource in British airways rearranged its services so
that it can work as a bridge between its employees and customers. Manpower requirement must
be forecasted and for that several forecasting techniques has to be used like forecast, trend
analysis and several mathematical models etc. British Airways uses Michigan Model for
forecasting purpose.
Recruitment Process is basically a series of steps which must be successfully cleared using
some strategies before going to next steps. Diversity and inclusiveness of new staff is seen as a
key aspect of recruitment strategy.
Contracts of employment is a necessary relationship between employee and employer which is
the main aspect for their relationship according to Harvard model as this model emphasis more
on human side of Human resource management. Employment contract is a written binding
contract between employee and employer, and if drafted properly can protect companies
financial and intellectual resources. British Airways have Strong binding contract for all its
employees and customers as British airways follows Harvard Model in which all the employees
are equally important for influencing organizational outcomes.
Employee Monitoring, it's basically the use of various methods of workplace surveillance to
gather information about each employee to understand its behaviour, characteristics and to see
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whether that employee is faithful towards their work or not. British airways use surveillance
cameras to keep surveillance on all employees.
Training and development are a key human resource function, or we can say that it is an
integral part of human resource development activity. Many organization-like British airways
have a mandatory training program of 1 month after joining. British airways focus on training
every employee their duties and work which is to be done. This training not only includes
knowledge of their work but also includes change of attitude with a resultant improvement in
their behaviour and develop professionalism. Development helps employee to grow and create
opportunities for their growth.
Budget monitoring is very important part in an organization, but HR department has limited
involvement in budgeting procedure. But they need to monitor that all the programs are financed
so that they can perform their task and complete their responsibility effectively. HR department
uses two methods, (incremental method and zero-based method) to monitor weather budgets are
allotted perfectly to all the programs.
There are two broad approaches to HRM like hard HRM and soft HRM:
Hard HRM treats employees simply as a resource like machinery and building while
Soft HRM treats employee as the most important resource in business and as a resource to gain
advantage. However, they are only theoretical things in an organization like British Airways HR
consist of both Soft and Hard HR. Soft HRM is the main concept of Harvard Model.
1.2 Creation of HR plan based on supply and demand, and observation of staff role and numbers
of working hours.
Human resource planning used in British airways to identify current and future needs of
the organisation to achieve organisational objectives of the organisation. (Christoph Wahl, 2011.)
Human resource team of organisation plan for their future needs that would be regarding
supplies, equipment, building and financial capacity of the organisation to achieve future goals.
Therefore, human resource planning is used to identify organisation staff needs, availability of
forecasting for personnel, and to determine what additions and replacements needs in
organisation to develop effective performance in organisation. Human resource team have to
perform three types of development in the organisation that is job analysis, forecasting demand
and supply and legal restraints of the company.
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Human resource plan based on demand and supply.
As discussed above human resource planning established in the organisation to achieve
organisation objectives effectively. British Airways also developed human resource management
team to assess overall demand and supply performance workforce in the organisation. According
to current market situations of the airways company skills and knowledgeable workforce is
increasing rapidly and this function leads to increase demands of company for which they must
provide effective management which assess overall performance of the company. To increase
supply and demand in organisation, first and foremost role of human resource managers is to
analyse factors which provide high demand and supply to the organisation. British airways
human resource team analyse internal and external factor of the company so that to deliver new
flight service to Madeira. Management teams will find what factor affect this service and what
planning is to be made for succession of landing new flight in Madeira.
When British airways human resource considers these factors, they will able to develop
effective plan and create favourable results for the company. In all these planning organisation
structure plays an important role to ensure that internal factors and appropriate to achieve
effective planning of the organisation. It is necessary for human resource team to carry out
effective organisation structure so that staff members will work with motivation to achieve that
goals.
Role of staff and their working hours justification to deliver new flight
It is necessary for the British airways human resource teams to carry out skilled
employees to achieve organisational objective. If company has staff which is well educated and
have knowledge to provide effective work performance, and this leads to provide customer
satisfaction in the business. Airways companies needs to develop better Cabin Crew members so
that they will provide better guidance to customers which helps in building goodwill of the
company and which also helps in attracting loyalty from customers.
Working hours of the employees in British airways is needs to be in favours of the cabin
crew that will travel in new flight to deliver service in Madeira so that they become motivated to
work and will prove better guidance to customers. General working hours of employees in
aircraft is 9 to 12 hours therefore, timing will develop in accordance with general policy.
Company has to appoint maximum number of staffs which required in providing this new flight
service to customers. A good staff needs to hire for working in aircraft so that valuable service
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will be provided to customers. Therefore, staff must be hired with the supply and demand in
organisation.
To deliver new flight service to Madeira, here is the HR plan which is according to the
demand and supply of the industry.
SUPPLY DEMAND STAFF ROLE NUMBER OF
STAFF
HOURS OF
WORK
To increase
supply of the
British Airways,
company has to
recruit more staff
in organisation by
which they will
able to maintain
their demand and
supply of the
firm.
Forecasting of
demand is the
estimation of
future
requirement of
staff in British
Airway. The
demand will be
based on trend of
employing people
for the last five
year in the
company.
Staff role in the
organisation
needs to be
effective which
able to perform
services which
needs in
delivering to
Madeira. HR's
objective of
putting right
people at the right
job will be used
for ensuring
efficiency in the
Airways.
Hours of work air
hostess will do is
up to 9 hours and
at least one or two
flight attendants
is necessary.
There must be 15
members for
attending flight
and 3-4 members
for ground staff.
Number of staff
need is one or two
pilot crews which
at least work for
maximum 8
hours. Two pilots
and one additional
flight crew
member which at
least work for 12
maximum hours.
An effective cabin
crew member
which at least
work for 10 to 15
hours which
depends on the
flight service to
Madeira.
Staff Role How many staff Staff turnover New staff hired every
year
Role of cabin crew Number of flight According to statistical Every year, British
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member is to provide
excellent service to
passengers so that they
feel comfort and safe
throughout the flight
journey.
attendants will be
appointed by the
international safety
regulations. For
aircraft with 50
passengers one flight
attendant is required.
So a flight from
Heathrow to Madeira
would require 4-5
cabin crew members; a
pilot and a co pilot.
For Hominy flight 8-9
crew members are
required for 13 hour
journeys.
data, in 2015 there are
43,322 number of
personnel in British
Airways. Company
has approx. 11% of
staff turnover from
2010 to 2015.
Company currently
having 45000
employees out of
16500 are cabin crew
members, 3900 pilots
and around 4700
engineers (BRITISH
AIRWAYS
FACTSHEET, 2018).
Approximately 1650
cabin crews leave the
job ever year.
airways hired
approximately 2000
cabin crew members.
Approx 2-3 member is
required for every job
role in British
Airways.
Role of pilots is to
operate aircraft
carefully by ensuring
safety of passengers
and also of cabin crew
members.
At-least two pilots
required in one flight
service which must
have proper training
and flying experience.
TASK 2
2.1 Current state of employment relations in British Airlines company.
Another role of human resource management of British Airways company is to develop
better employment act in organisation and their main aim is to develop and maintain healthy
relationship between employer and employees at work place which encourage them to work and
also motivates them to work. This also helps in developing employee morale and their work
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performance. Problem faced by employee of the British Airways are resolved by developing this
employee and employer relationship in the organisation. (Mauro and et.al., 2018.) To develop
effective relationship, human resources' management must establish good communication with
employees so that they do not face any difficulty in doing work in organisation. Good employee
relationship in company only will develop when organisation culture of doing work is positive
which involve greater employee participation in achieving future goals of the organisation. This
positive culture in organisation will not create any conflicts between employees of organisation
so that they work with full motivation. Proper disciplinary procedure is to be provided by human
resource managers of the company so that effective work process runs in company and any
misconduct will not happen in organisation. Sometimes conditions are also arisen in company
when employees are not doing favourable work to achieve organisation objectives, and, in that
case, human resource team of the company will have to motivate and have to provide better work
environment and security in doing work in business organisation.
Employment law in British Airways for employees are as follows
Employment law is given by government to protect employee rights in workplace and
this will affect management of human resource in organisation. Under this employment relation
act 2008 provided by government which aim is to protect democratic rights of worker, to provide
simplification in procedure for registration of employee in organisation, to resolve any dispute
arises and to develop productive employment in the organisation. British Airways company must
develop this law, and this is necessary for them to develop this law to manage overall
performance of the company in market. Moreover, this act also define what criteria are to apply
for the employees, this relates to contract of employees, minimum age for employment, payment
to be provided and employee working hours in the organisation.
Contract of employment is another which provides legal rights for employment regarding
termination, retirement, and other policies. Developing this contract of employment, it means
company is providing rights for employment that human resource department will only terminate
employee when legal reason is provided for the termination. Paternal law is another right which
is provided by government to employee regarding granting of leave when a child is born or
adopted. In this act maternity leave, adoption leave is takes into consideration by employees of
the organisation. Employee retirement act is highlights age in which employee retire and may
work in certain conditions. This employment law in British Airways provides help to human
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resource management to provide motivation among employees by ensuring their rights and to
provide security on workplace of the organisation.
For example- British Airways staff have begun fore night strike which is at least for 14 days in
which they also unite trade unions which is generally for increasingly bitter pay of flight cabin
crew members. They are not getting effective price according to previous employees are getting
therefore, this strike is going on British Airways and it is also affecting stakeholders of the
organisation.
2.2 description of employment act which affect management of human resource within British
Airways.
Employment relation act in British Airways determines regulation of work routine ans
which also provides better employee-employer relationship in an organisation. Employment law
provides human resource management to establish better rules and regulations in the
organisation. This law ensures human rights which provides security and protection to employees
in their work place. There are many acts which provided for the benefits of employees and which
every firm must strictly establish that law in their organisation to maintain positive work
environment.
Act which affect management of British Airways is firstly employment relation act 2008
which introduces to focus on areas which involves democratic rights of the workers, to provide
simplification for the procedure of registration, to promote collecting bargaining, and to resolve
disputes and conflicts which arises between employee and to develop productive employment
relation in the organisation. British Airways must apply this law and it is the duty of human
resource managers to manage rules and regulations according to this law which help in
improving overall performance of the organisation. (Berk and et.al., 2018.) British airways
operate on higher basis and due to which they have to apply employment regulation act so that it
helps in achieving overall growth of the company. Employment also ensure work limits of the
employee in organisation. This act provides guidance to both employee and employer regarding
minimum age of the employee to work in organisation, their pay remuneration which is to be
provided, and working hours in which they work in organisation. These all factors provide
human rights to employee which encourage them to work hard for the company.
Another law which affect management of human resource is contract of employment
which require to be there in organisation so that employee takes this consideration for
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resignation, termination, retirement and for other policies. This employment act ensures that a
British Airways company only terminate their employee if valid reason is provided by
organisation for termination and if they terminate employee for personal reason then this will
against law and employee may claim compensate for that.
Another law which is given by government in favour of employee is Parental law under
which an employee may grant for leave if any child is born or adopted. This law ensures staff
safeguard interest of the employees which are working in organisation.
Another law which affect management of the human resource is law which is associated
with retirement act of the company, this law ensures age limit of employee in which they retire
from job and may continue in some conditions. Therefore, this law provides protection and rights
to employees in every form so that effective work carried out from them to achieve
organisational objectives. (Hebson and Rubery, 2018.) Employment law presence in British
Airways ensures that management must alter its policies to provide employee satisfaction which
helps them to achieve future goals.
TASK 3
3.1 Job description and personal specification for Airport Operations Manager members of
British Airways.
This job description made by the human resource department of British Airways. This report
includes rules and regulation which are to be followed in organisation before appointing and
member for Airport Operations Manager. Specific job summary and tools provided by human
resource department which must be clear by person who wants to work British Airways. Having
job description, it helps both employees and company in which employee can understand his/her
responsibilities and duties which assign to them in organisation.
 Importance of job description for BA
Job description of airport operation manager is important for British Airways so that they can
provide better customer services and customers are transported safely and punctually through
terminal 5. With the help of Job description, company will able to provide clear understanding to
candidates regarding their duties and responsibilities. For the job role of operational manager,
clear understanding will get provided to them for achieving better organisational objectives.
 Reasons for listing roles and responsibilities
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Roles and responsibilities of airport operation manager listed in its job description so that
candidate will clear able to understand roles and responsibilities they have to performance. By
agreeing with terms and conditions like punctuality and accountability towards work, then only a
person can apply for job role airport operation manager.
 Use of document
Document specialist of British Airways will be responsible for storing data and recorded of the
candidates which have applied for the job performance of airport operation manager. With the
help of this documentation, company will able to shortlisted list of candidates which are eligible
in performing better job performance of airport operation manager.
 Person's specification
Person's specification is an important part for recruiter's in British Airways. With this company
will able to communicate requirements which they find suitable in order to perform job role of
airport operation manager. British airways required skilled for job role of operation manager is-
 to monitor performance of operation and suppliers
 Great knowledge in airfield ops and effective skill of decision-making.
 Operational excellence
 Able to influence multiple stakeholders etc.
British Airways required such skill for airport operation manager in order to serve the best
valuable services to customers and to make sure that they are transported safely and punctually
through terminal 5. Company also required such skills so that eligible candidate will able to play
active role in decision-making and will effectively guide teams to deliver agreed plan.
Dimensions or content factors
Candidate which has potential to work would be first employed in British Airways by
passing certain test of the company. (Olson and et.al., 2018.) Their role is to develop effective
strategies by which business operations will run smoothly. Candidates needs to be mentally and
physically feet to meet regulatory and role of company. They also need to have clear vision of
colour and is this does not have then candidate must go through safety equipment’s and
procedure. Effective leadership skills need to be there to set clear expectations for running
business operations.
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3.2 comparison of selection process between British Airways and Transport for London
Selection process is the process of packing the right candidate with prerequisite qualification and
capabilities to fill the job in the organization. British Airways implements the below maintained
process in order to select right candidate in firm.
Comparison of selection process
Step no. Selection process of British Airways Selection process of TFL
Step 1 Upload information of vacant post of
career webpage: company first uploads
detail about the vacancy on its site so
that more people can know about the
vacancy.
Company first give detail on its website
about the vacant post.
Step 2 Applicants must complete asked
questions: Entity asked questions online
so that people can know more about the
vacant post and can understand their job
Applicants must register themselves and
have to login by entering user ID and
password.
Step 3 Complete interest form: Each candidate
completes their interest form that why
they want to join this company.
Applicants select the vacant post for
which they are applying.
Step 4 Online application form: it is essential
to finish online application form so that
BA can know more about the person.
They must complete online situational
judgment test.
Step 5 Invitation to an assessment day: People
those who have score high are invited
for the assessment.
Then candidates must give written test.
Step 6 Medical check: Candidate must submit
their medical report for ensuring that
individual is mentally and physically fit.
Then role is done, and person is called for
interview.
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Step7 Training: BA then select the best
candidate and give them training so that
skills of person can be raised.
Medical requirements are being
completed.
Step8 At last person start working in
organisation for the vacant post.
At last person is giving to offer letter.
Task 4
4.1 contribution of training and development activities for effective performance in British
Airways
Training and development activities of the British Airways plays an important role to
improve skill from employees and this would consider as asset of the company because it
provides effectiveness of working in organisation. (Training and Development,2018.) Training
and development provide to employees of the organisation just to achieve overall performance of
the business. Training and development activities allows a person to strengthen their skills which
needs to improve for organisational work. This also helps to reduce their weakness at the work
place.
Different types of training
Different types of training provided by British Airways for their employee to set effective
work performance in the company. This training session is almost of two-and-a-half moths. As
this company does their operation on large scale, candidates can work under only one aircraft. To
learn everything regarding aircraft and to use of safety equipment’s these training is provided to
members of British Airways. Three types of service include.
 Services such as grooming, finesse, procedure of service etc. this training is provided so
that cabin crew is all aware of their role and responsibilities which they have to perform
when they are appointed in industry.
 Use of safety measures- this training provided to candidate which are selected for job
role. Aim of this training is provide members about detail guideline of using safety
measures in aircraft that will have to clarify with customers also,
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 Using of first aid which sometimes cabin crew members face on board such as asthma,
motion weakness etc. (Abdelhakim and et.al., 2018.)
difference between training and development
One of the major differences between training and development is training includes
learning process which shows skills to require for person who appointed to perform job role and
to develop skills which required to perform that job role. Whereas development is a continuous
process which is a learning process on self-level.
Benefit and effectiveness of training
Training is the process by which person's inner skills get improved. Continuous training
always benefit organisation as well as to employee both. Training is a process to encourage
employee of the organisation to work hard for the achievement of organisational objectives.
Training in organisation always proves better for organisation.
Role and need for training
Training is the process which allow employees to strengthen their skills and
responsibilities which are required to be improve in organisation. It is a program which develop
both employee and organisation and have similar knowledge to achieve organisational
objectives. (Robson, and Sebba, 2018.) This process helps company to stand strongly in front of
their competitors and to make strong image of company among peoples.
Overall contribution of training and development
Market trends of British Airways are changing increasingly day by day and for that
company must provide regular training to achieve targeted organisational objectives. This helps
company to remain competitive among all other companies. Training and development activities
in organisation helps to survive in market. Activities of training and development in organisation
implement aspect like personal development, regarding health and safety and to improve
personal and organisational productivity. Training and development contribution for British
Airways are-
To enhance employee productivity in their job role which is allocated to them this process
considered to be very important. This helps managers to work with responsibilities which helps
organisation to earn effective performance for them.
Continuous training and development programs help to achieve better organisational
performance which leads to earn company's profitability and lower cost of the organisation.
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This development also enhances team work of the organisation which improve quality of
service which is provided by organisation to achieve targeted future goals. (Dipboye, 2018.)
Conclusion
From the above study it can be calculated that human resource management of the service
industry plays an important role to main positive organisational culture and to get effective work
performance from the employees of the organisation. In this report chosen organisation for
analysis of performance of human resource management is British Airways. This report is
divided into four tasks and each task have questions in this report. In this report, purpose and role
of human resource management in British Airways is explained and HR plan is created with
reference to demand and supply of the company and justification of number of staffs, their
working hours in British Airways is studied. After that in this report current state of employment
act in British Airways and description of employment role which affect management of human
resources in British Airways is discussed in this report. Furthermore, in this report job
description and personal specification of Cabin Crew members of British Airways and
comparison of selection process between companied is discussed in this report. Furthermore, in
this report contribution of training and development activities for effective performance in
British Airways is explained in this report.
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Reference
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