The Role of Human Resource Department

The provided document is an assignment that delves into the significance of human resource management in the context of the airline industry, using British Airways as a case study. The task appears to be focused on understanding the responsibilities and functions of the human resource department within this specific organization. It likely involves analyzing the role of HR in monitoring employee performance, maintaining available resources, and guiding employees towards better future opportunities. This assignment is likely designed for students studying business or management-related courses, possibly as part of a module focusing on human resource management.

Human Resource Management for Service Industries
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Table of Contents
Introduction................................................................................................................................3
Task 1: Written report................................................................................................................3
Introduction............................................................................................................................3
LO 1: Understand human resource management...................................................................4
1.1: Analyze the role and purpose of human resource management in a selected service
industry...................................................................................................................................4
1.2: Justify a human resources plan based on an analysis of supply and demand for a
selected service industry business..........................................................................................4
Task 2: Written report................................................................................................................8
Introduction............................................................................................................................8
2.1: Assess the current state of employment relations in a selected service industry............8
2.2: Discuss how employment law affects the management of human resources in a
selected service industry business..........................................................................................9
Task 3.......................................................................................................................................12
Introduction..........................................................................................................................12
3.1 Discuss a Job Description and Person Specification for a Selected Service Industry Job
..............................................................................................................................................12
3.2 Compare the Selection Process of Different Service Industries Businesses..................14
Conclusion............................................................................................................................15
Task 4.......................................................................................................................................17
4.1 Assess the Contribution of Training and Development Activities to the Effective
Operation of a Selected Service Industry Business..............................................................17
Conclusion................................................................................................................................21
References................................................................................................................................22
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Introduction
The key job role of human resource management is to managing people in any organizational
context. Additionally, Human resource management responsible for understanding the
motivation of any employee and demand of any organization. Human resource management
focuses on a number of major areas like organizational development, training of the
employees, recruiting and staffing, labor and employee relation, compensations and benefits.
Effective human resource management helps an organization to enhance the productivity of
the organization and also help to understand the skills and expertise of the employees. Human
resource management is about acquiring new employee who can contribute in the success of
the organization, managing those employees separation process, addressing current employee
concern, improving the morale of the employees by understanding their strength and
weakness (Müller-Jentsch, 2018). In short, effective Human resource management helps an
organization to enhance their biggest asset-human capital.
British Airways announced that some of the new flights would be launched on the route of
Madeira to Heathrow route. This assignment will help to understand the necessity of human
resource management in order to carry forward the operational work, recruiting new
employees, enhance the productivity of the organization. The third section of this assessment
will refer to the comparison between British Airways and the transport of London. The last
section will help to understand the importance of training and development activities to the
effective operation of British Airways.
Task 1: Written report
Introduction
This section will refer to the human resource management roles and responsibilities in order
to carry forward the operation work of British Airways. British Airways announced that some
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of the new flights would be launched on the route of Madeira to Heathrow route (Armstrong
and Taylor, 2014). The journey of each route is 4 hour means a flight will take 4 hours to
reach Heathrow from Madeira and also vice versa. SO the human resource management
needs to ensure the roles and responsibilities of cabin crew, pilots, ground staff, and cargo in
order to successful the journey. Additionally, human resource management must have a plan
for coordinating with the employees in order to provide a satisfactory experience to the
customers.
This section will help to understand the human resource management framework and the plan
of the human resource management in order to enhance the productivity of British Airways.
LO 1: Understand human resource management
1.1: Analyze the role and purpose of human resource management in a selected service
industry
The job role of Human resource management in British Airways is to recruit, hire, and
manage new employees in the organizational context (Brewster and Hegewisch, 2017).
Additionally, one of the major roles of human resource management is the speedy execution
of the plan by understanding the importance of safety. Human resource management of
British Airways also ensure some training programs for the employees by which employees
can perform better to achieve the desired goal of the organization. Human resource
management of British airways also felicitates several activities purpose like training and
development, performance management, reward management and employee relation. The
manager of human resource team must need to felicitate several activities, and recruitment of
new employees is essential among them. The manager recruits new employees for the new
route which operated from the Madeira and London every week. The main job role of these
new employees is to ensure customer satisfaction in and fulfil the demand of the customers
by understanding it. The Human resource manager needs to recruit new candidates for the job
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role of pilot, mechanics, cabin crew, dispatcher, ground staff and cabin attend. One of the
major roles of the human resource manager is to align the responsibilities of the individual as
per the demand of the organization and customers.
1.2: Justify a human resources plan based on an analysis of supply and demand for a
selected service industry business
Human resource planning refers to a process of identifying the current and future needs of the
human resources for an organization in order to achieve the desired goal of the organization
(Wehrmeyer, 2017). Human resource plans establish a relationship between the strategic goal
of the organization and human resource management. Human resource management must
need to ensure a plan by which they can align the job roles and responsibilities to any
individual who works in the organization. Quality management is also an essential part of
human resource of airway industry as the airway industry operates internationally.
Importance of HR plan
Demand Analysis
Managerial estimates: 60 new employees needed in the route of Madeira to Heathrow route
of British Airways. This includes the general manager, sales manager, resident manager and
line manager.
Sales projection: 8.9% sales growth estimated by British Airways in upcoming years.
Vacancy analysis: Two new pilots will be recruited as per the demand of the organization.
Additionally, there 3 more cabin crew also needed in order to carry forward the business
successfully.
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Simulations: the result of the analysis clear that the targeted customers will be doubled as
because of the new route and there are some external and internal factors which influence the
number of the customers (Eaton, 2017).
Table 1: Demand analysis
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A B C D E F
Average %
Turnover
Number
of Present
Employees
Projected
Turnover
by 2019
Employees
Remaining
by 2019
Projected
Labour
Demand in
2019
Projected
New Hires
2019
(past 4
years)
General
manager
35 10 3 7 12 5
Resident
Manager
45 8 2 6 13 7
controller 55 15 5 10 18 8
Food/ bev
erage
director
47 11 3 8 14 6
Assistant
controller
38 14 4 10 17 7
Chief
engineer
45 20 5 15 23 8
Director
of sales
47 21 5 16 24 8
Sales
manager
42 40 8 32 44 12
Conventio
n
manager
33 15 5 10 17 7
Catering
director
38 12 2 10 13 3
Pilot 25 5 1 4 6 2
Cabin
attendant
s
40 15 4 11 19 8
Cargo
staffs
32 22 6 16 25 9
Personnel
director
35 13 3 10 14 4
Ground
handling
staffs
36 24 4 20 30 10
Supply Analysis Supply Demand
Comparison
Key
Positio
ns

Source: (Britishairways.com, 2018)
Supply analysis:
Labor market analysis: safety avail to the customers on their first journey and the
refreshment quality has an impact on this.
Skill inventories: Cabin crew, chief engineer, ground handling staff and pilots are required
to join British Airways.
Personnel ratios: 1:2 is the ratio for the requirement of ground staff and the replacement
chart dictates that one line manager is needed to handle two ground handling staffs.
Difficulties in implementing human Resource Plan:
Implementation of a human resource plan will face difficulties because the policies of
personnel and environmental needs to be changed because of the new recruitment and the
flights (Bailey et al., 2018). Supply and demand of British Airways current requirements
needs to be accomplished by the plan of Human resource management.
Conclusion:
British airway needs to care about the requirements and demands of the employees as it will
help the organization to carry forward their business. The human resource management must
need to help the employees to understand the importance of partnership among the employees
and the importance of performance in order to achieve the desired goal of the organization.
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Task 2: Written report
Introduction
The positive relationship between the employees will help the organization to maintain a
healthy atmosphere in the organization. A healthy relationship between the employees helps
an organization to achieve desired success in short span of time. The healthy relation between
the employees motivates the employees to accomplish the work with a positive approach and
also help to understand the importance of fulfilling the responsibilities (Bratton and Gold,
2017). This section will help to understand the laws which an organization must need to
ensure to enhance the productivity of the organization.
Benefits of employee relations
The process of employee rights, communication, discipline and involvement can be benefited
from the employee's relation. Enhancement of the process of bargaining, information,
consultation, arbitration and industrial can be improved by the cooperative relationship of an
organization. Improvement of contract law, employment rights and terms will help the
organization to strengthen the individual relationship.
Trade union: while doing negotiation agreements with the employers pay, and condition, the
main job of a trade union is to take care of employee's interest at work. Large-scale
redundancy will be discussed in the organization where the major concerns of individual
employees will be valued. There are some key factors which impacted the process of
establishing employee relation (Stolzer, 2017). These key factors are a negotiation, employee
empowerment, participation and collective bargain. Occupational union, industrial union,
super union and general union are the most important trade union of British Airways.
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2.1: Assess the current state of employment relations in a selected service industry
Managers of British Airways must need to ensure a healthy relationship among the
employees and must need to understand the factors which affect the employee's relations.
Line manager of British airway clarifies that the British Airways are facing two major issues
while felicitating the process of establishing a healthy relationship among the employees.
These two major factors are managing faster communication and resolving the confliction
between the employees. The organization must need to mitigate these issues in order to
enable a healthy relationship between the employees (Wensveen, 2018). To mitigate this
issue, the organization must need to ensure good training programs on communication skills.
Every organization has different mannerism of communication between the employees and
the higher authorities. British Airways also needs to felicitate good training programs for
their employees as this training programs will help to reduce the confliction between the
employees and with the higher authorities.
British Airways must need to felicitate some guidelines to strengthen employee relations.
These guidelines are listed below:
 The company must need to update all the status and the information about the
company’s decision on the changing policies and procedure and also needs to
felicitate continuous interaction.
 HR line manager needs to ensure the valuation of the employees to the organizational
context as the employees expect to be treated fairly.
 The HR line manager needs to understand the feedback of the employees and should
aware the senior officials on the basis of feedback.
 After completion of the training programs, the company must need to ensure greater
responsibilities to the employees because same job role sometimes becomes
monotonous for the employees.
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2.2: Discuss how employment law affects the management of human resources in a
selected service industry business
The human resource manager of British Airways must need to follow some employment laws
as these laws help the organizations to secure the employee's value (Bailey et al., 2018).
Work and Families Act 2006, Health and Safety at work Act 1974, National Minimum Wage
Regulations 1999 and Redundancy Employee Rights Act 1996, Working Time Regulations
1998, Health and Safety and Welfare Regulations 1992, Equality Act 2010, General Data
protection Regulations 2018, Dismissal (Employee Rights Act 1996), Employment Rights
Act 1996, 1999, 2002 and 2008, are the laws which Human resource management must need
to follow.
Employee Relations Act 2004: This act refers to the employee rights who are working under
the British Airways.
Impact: the Human resource management of British Airways needs to follow this law in
order to felicitate the part-time and full-time work equality, trade union rights and unfair
dismissal strike, maternity leave and paternity leave. Additionally, industrial action ballots
and employment tribunal awards also come under this law (Wensveen, 2018).
Work and Families Act 2006: this act refers to the paternity and maternity leave of the
employees in any organization in order to take care of children or own self.
Impact: The Human resource management of British airways must need to felicitate this law.
The HR should understand the paternity and maternity leave requirement of the employees
and leave payment also needs to be done within 26 to 52 weeks. For taking care of the
children, the father also can apply for leave. The employees who are new parents must be
aware of the redundancy of pay.
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General Data Protection Act 2018: This law follows seven basic principles, and the main
focus of this rule is to the protection of the data of the customers.
Impact: British Airways must need to aware of this law and need to ensure seven principals
of this law. These principals are data minimization, Accountability and Integrity and
Confidentiality of the data, Storage Limitation, Lawfulness, Limitation, fairness and
transparency and accuracy (Bailey et al. 2018).
Equality Act 2010: This law refers to any kind of discrimination regarding the age, sex,
color, race in any organizational context.
Impact: The British Airways needs to ensure this law as it will help the organization to
protect the organization from any discrimination regarding age, sex, color, marriage, race,
sexual orientation, religion, gender reassignment, pregnancy and etc.
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Figure 1: Employees Law
(Source: Bailey et al. 2018)
Conclusion
This section helps to understand the laws which help the organization to carry forward their
business. Employee relation is very much important in any organizational context, and British
Airways must need to felicitate a positive relationship among the employees in order to fasten
the process of work.
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Task 3
Introduction
The selection and recruitment process of a service industry job consists of finding the
appropriate candidate from a varied range of potential candidates by carefully examining
their capabilities, desired skill sets, knowledge and experience (Reesand Smith, 2017). This
should be done with a keen examination of the abilities of the candidate to fill up the job
vacancies as per the required specification and skills necessary for the job. The entire process
of selecting and recruiting the candidate for the job is to provide the most eligible candidates
required for the targeted service industry organization (Armstrong and Taylor, 2014). The
entire process of selection and recruitment is a very complex process consisting of several
steps before the right candidate can be hired for the job. This has significant future influences
on the growth of the business and should done with proper care. Depending on the abilities
and skills of the hired candidates a company can grow and develop immensely in future
years. All service industry jobs require the hiring of the most potential candidates and are
handled by the HR department of the organization. In the project report, a brief description of
the selection and recruitment process has been discussed about the hiring of the most eligible
cabin crew candidates of the British Airways and also the various aspects within the process.
3.1 Discuss a Job Description and Person Specification for a Selected Service Industry
Job
Job Description of Cabin Crew
Similar to other airline companies, British Airways also requires cabin crew staff who are in
charge of understanding and fulfilling the needs of customers. It is the sole duty of the cabin
crew in an airlines company to always cater to the requirements of the customers as they are
the backbone of any business and must be dealt with great care for the future growth of the
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company (Iqbal and Hendarsih, 2018). All needs and problems of the customers should be
dealt with tremendous efficiency and as fast as possible by the cabin crew personnel (Bratton
and Gold, 2017). As an esteemed company like British Airways, the cabin crew staff must
make the customers feel special and important for the organization by providing them with
the premium quality of British hospitality. As a cabin crew staff, the following characteristic
features are necessary.
 Most luxurious and premium quality of services should be provided to the passengers
during the flight journey.
 The cabin crew operatives are fully responsible for the comfort and safety of all
customers within the flight.
 A sufficient number of complementary products and emergency equipment should be
provided for every customer.
 The cabin crew staff must provide the customers with first aid treatment and other
medical facilities in case of an emergency.
 Before the beginning of the flight journey, the cabin crew must pitch the customers
about the aviation safety measure that might be necessary during the flight.
 All passengers must be greeted before the journey and flight attendants must usher
them to their respective seats.
 Checking the seatbelts before the flight takes off and serving meals and refreshment
beverages during the flight is the duty of the cabin crew.
 Ensuring that the on-flight baggage of passengers is stored securely in the luggage
panel on board.
 Making vocal announcements on behalf of the captain or pilot and answering queries
of passengers.
Person Specification of Cabin Crew
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 The skill sets and capabilities necessary for cabin crew employees working in British
Airways are mentioned below.
 Excellent communicative skills required while interacting with passengers.
 Great personality along with certain and interpersonal skills are also required for the
job.
 Ability to maintain diplomatic behaviour and act according to it all situations is also
necessary for the job.
 Ability to handle emergency and crisis situation in a calm and tactful manner is very
important.
 Positivity and assertiveness in their personality traits.
 Excellent eyesight with no colour blindness and keen hearing ability is also necessary
for the job.
 Humility and humble behaviour of self along with equal respect for all fellow
employees.
 Proper communication and cooperation with other cabin crew and flight employees to
provide all-round care for the passengers.
Essential Qualification and Necessary Documentation
 The selected individual must be or above the age of 18 during the time of hiring.
 Large vocabulary, verbal and writing skills of English and an optional foreign
language.
 Clear of any past criminal records or felony charges in the country or outside.
 Availability and flexibility to work 365 days, 24X7 in shifting duties.
 Must have a valid and legal passport.
 Past educational qualifications and cabin crew training certificate from an esteemed
institution.
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3.2 Compare the Selection Process of Different Service Industries Businesses
Selection Steps British Airways Transport for London
Step 1 Job vacancies are placed on the
British Airways official
website.
Job vacancies are placed on the
Transport for London official
website as well as hired by
third-party recruitment
agencies.
Step 2 Test conducted where
applicants must fill up a series
of questionnaires providing
details about their skill sets and
abilities.
Applicants of Transport for
London doesn’t require any
questionnaire tests.
Step 3 The cabin crew applicants must
create their own login
credentials by providing an
existing mail id, and any
password of their choice along
with their first and last
name(Feedback, 2018).
Applicants must create a
personal id on the Transport of
London website by providing
any login id and password of
their choice.
Step 4 Cabin crew must submit their
application form online
providing all necessary details
related to it.
Applicants can select their
choice of a job within the
Transport for London
departments and then fill out an
online application form.
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Step 5 Cabin crew applicants fulfilling
the above criteria are now
logged-in to the website where
the need to complete a series of
psychometric tests consisting of
numeracy, spatial reason, verbal
reasoning, situational judgement
test, etc.
Applicants fulfilling the above
criteria only need to take an
online situational judgement
test.
Step 6 Short-listed candidates selected
from the online test are invited
for a personal interview which
also includes other assessments
like MCQs, group exercises,
role plays, etc. (Taylorand
Moore, 2015).
Short-listed candidates from the
test results are called for a
written assessment session.
Step 7 Selected candidates from the
personal interview and
assessment tests are reviewed
on the basis of their legal
background report and medical
report.
Selected individuals from
assessment sessions are again
called back for a personal
interview session along with
role-playing exercises.
Step 8 A total of 7 weeks of intense
training which consists of 1-
week safety course and 6-week
cabin crew course.
Past references and medical
report conducted based on
questionnaires filled by selected
applicants.
Step 9 Finally, the individuals who
have completed the training
Selected individuals will be
hired to the job of they have
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program are hired as cabin crew
staff and recruited in flight or
ground services as per
requirement.
opted for in the Transport of
London department.
Source: Created by author
Conclusion
The entire process of selection and recruitment in a service industry acts as a key feature
which determines the future of the company. Appropriate candidates must be selected for the
proper positions to fulfil the demands of the organization. Without the above-mentioned
processes, a company might fail to hire the correct person for the job which may turn out to
be a future disaster for the company.
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Task 4
4.1 Assess the Contribution of Training and Development Activities to the Effective
Operation of a Selected Service Industry Business
To
The Trainee Managers,
British Airways
Respected Managers,
The process of training and development plays a crucial role in businesses related to customer
service. In the context of this company and type of job, training and development play a
significant role that boosts future business opportunities (Dhar, 2015). A company provides
training and developments as a special criterion for its employees which improves the skills
of individuals as well as group interactions.
Different Types of Training
An organization provides different categories of training which help to make employees more
efficient and productive as well as creates a moral and ethical understanding of why the
maximum potential output of performance is required for the sake of improvement of the
service (Sungand Choi, 2014). The different categories of training and development
processes are discussed in brief below.
Leadership Training: It is a crucial training provided by the senior leaders and managers of
an organization to inspire and influence junior employees to become better at their job and
become future leaders who can do the same to their next in line employees (Bolmanand Deal,
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2017). Great leaders are considered those who are capable of inspiring other employee
working under him see the same vision as his own and develop similar productivity of work.
British Airways is hopeful to see future leaders among new employees for which they have
developed the leadership training program for leading the employees in the future
(Careers.ba.com, 2018).
Safety Training: This type of training is also very important in context to this line of work
and is supported by the guidelines of labour statistics. Reports form BLS also show that about
40% of new employees and trainees are subject to injuries leading to unemployment every
year. Keeping these conditions in mind, British Airways provides safety training modules for
its employees to keep them fit for service in this business.
Soft Skill Training: This category of training is necessary for establishing a cooperative and
interrelated relationship between employees and other service providers (Sundaram2016).
This training provides a view of the cultural aspects and social graces for the employees.
Along with that, this training also helps to develop better communication skills and
adjustment capabilities with others in the workplace. British Airways is very keen on
providing soft skill training to its new recruits in order to help them respect and deal with
other individuals and fellow workers in the organization.
Difference Between Training and Development
Training and development are both required to increase the efficiency and productivity of an
organization. However, there are some areas in which training is different and distinguishable
from development. Training can be referred to as the continuous learning procedure of an
employee through which he can better the knowledge and skill sets assigned to him as per the
task. On the other hand, development is generally self-assessing one’s performance over the
years or longer period of time and how training has helped it over the years (Zheng et al.
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2018). Development can be considered on an individual level or of the company as a whole
due to the training processes. Training is generally considered as the process focused on the
current situation whereas development is normally referred to as how training has prepared
the employees for future obstacles and determine the growth of the organization.
In short, British Airways considers both training and development to be significant for trainee
managers who should also be willing to take responsibilities for their own actions and
activities and how they can contribute to the future growth of the organization.
Benefits and Effectiveness of Training
 Training programs are necessary for employees to maintain a healthy environment in
the workplace and work in a cooperative manner with fellow employees. This results
in the increase in productivity due to teamwork. The benefits of training programs are
listed below.
 To motivate and help employees get a good grip on their newly appointed jobs and
maintain a healthy relationship with each other.
 To help employees utilize their skill sets properly for performing their appointed
tasks.
 To make efficient use of financial and physical resources which has a significant
long-term benefit for the company.
 To help employees get accustomed to each other’s cultural and social aspects.
 To prevent any unnecessary unfortunate events and other accidents that might be
disastrous for the company.
The Role and Necessity of Training
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Training plays an important role in British Airways as suggested by research analysis and
predicts future benefits regarding growth and development of the organization. The role of
training and its effects are stated below.
 To help the organization to become more efficient and productive in terms of services
provided to customers which increases business opportunities in the global market.
 To help employees prepare for future challenges and also modify their skills by
adapting to overcome those challenges.
 To help the British Airways gain and analyse information of performance and
knowledge of its employees.
A Summary of the Overall Contribution of Training and Development to the Effective
Operation of the Organization
Training and development have a huge impact on the quality of the service industry.
Employees are the most beneficial individuals due to training programs as they can upgrade
their skills and knowledge. Moreover, even the organization also gains tremendously due to
training and development programs as the employees can work to their full potential which
helps in the overall growth of the company. With the help of training programs, companies
can develop healthy work environment required for better output performances (Jha, 2016).
Employees can work in a collaborative way cooperating with each other with the help of the
training programs. To summarize, proper training and development programs provided by the
organization can boost the growth and performance of the company in the long run.
From
HR Manager,
British Airways
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Conclusion
This case study provides a detailed view of the importance of human resource management
and its impact on the working culture of the organization. It is the responsibility of the human
resource department to monitor, control and coordinates the employees and their
performances and guides them to better future opportunities. Analysing the job and maintain
the available resources is what makes human resource department of British Airways so
crucial for the company.
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