Human Resource Management in Hospitality

Human Resource Management
for Service Industries

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
1.1 Significance of HRM and its role and purpose in Travelodge hotel.....................................1
1.2 Human resource plan based on supply and demand analysis................................................3
TASK 2............................................................................................................................................4
2.1 Evaluating the current state of employment relations within service sector of UK..............4
2.2 Impact of various employment laws on the management of human resources in the service
sector of UK.................................................................................................................................5
TASK 3............................................................................................................................................6
3.1 Job description and person specification for Front Office Manager in Travelodge hotel.....6
3.2 Comparing selection processes of Travelodge hotel and British Airways............................8
TASK 4............................................................................................................................................9
4.1 Evaluating contribution of training and development activities to the effective operations
of Travelodge hotel......................................................................................................................9
CONCLUSION..............................................................................................................................10
REFERENCES..............................................................................................................................12

INTRODUCTION
Human Resource Management (HRM) basically refers to the way in which most
important assets of organisation i.e. people working in firm are managed in terms of selecting,
training and retaining them. In service sector, competition in the present era has become intense,
especially in hospitality industry which has made organisations operating in it face various issues
related to employee retention. Thus, it is crucial for companies operating in service sector to
keep their workforce motivated and satisfied so that they would stay for longer span of time and
business can take advantage of their skills, knowledge and abilities (Afonso, 2016). The selected
organisation in present report is Travelodge Hotels Limited with reference to which HRM will be
understood in detail along with discussing the effects of employee relations and employment law
on service sector. Also, there will be study on recruitment and selection processes used by
different organisations in service industry along with understanding the training and
development in service industry’s businesses.
Travelodge Hotels Limited is a private limited company that is based in the UK with
having its headquartering in Thame, England. The firm is operating in hotels and hospitality
industry across United Kingdom with having 500 hotels there. Company is having its 11 hotels
in Ireland and 5 in Spain. Presently, it is known as the second largest organisation in budget hotel
sector. Further, it is a well-known and third largest brand in hotel chains in the UK on the basis
of number of bedrooms it has. Main objective of Travelodge is become the brand which is
favourite of customers and provide value to them. They make their best efforts to offer
unbeatable value in leisure with providing high quality products and services. It has budgeted
offers and all ranges available for serving all kinds of customers (Our Company – Travelodge,
2018). Hotel is earning higher profits and goodwill in the market with the efforts of human
resources on whom company is giving due emphasis to sustain business in the long run.
TASK 1
1.1 Significance of HRM and its role and purpose in Travelodge hotel
In service sector with special emphasis to hospitality industry, human resource
management is highly significant as in organisations that are operating in this sector, employees
have to come in direct contact with customers which decides their satisfaction level. Thus, to
have proper management of human resources in these firms is very important in terms of
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updating their skill, knowledge and abilities, keeping their morale and satisfaction level high, etc.
so that they can effectually perform their tasks and keep customers loyal towards firm with
retaining them in the long run (Importance of Human Resource Management, 2017).
Role of HRM in Travelodge hotel
 Maintaining healthy employee relations – Main role that HRM plays in Travelodge hotel
is to maintain positive and strong relations with employees by taking various initiatives
like involving them in decision making process which increases their morale so that they
can be retained for longer span of time.
 Recruiting and selecting the best candidates – Another major role which HRM plays in
Travelodge hotel is to hire the best suitable candidate for vacant position who can lead
business to attain higher growth in the future and with the skills and talent of whom,
customer satisfaction can be increased (Alfes and et.al., 2013).
 Providing training and development – In order to keep the proficiencies and knowledge
of employees high irrespective of fact that they are existing of new, based on the
requirement, Travelodge hotel provides effective training and development sessions to its
staff which is one of the significant roles of HRM.
Purpose of HRM in Travelodge hotel
 Motivating the staff – Major purpose behind effectual management of human resources in
this hotel is to keep motivation and morale of employees high so that they can render
high quality services to customers and would stay in firm for longer duration with high
level of job satisfaction (Boella and Goss-Turner, 2013).
 Performance management – To evaluate and improve the performance of employees is
another purpose of HRM in Travelodge hotel so that loopholes in their performance and
weak areas can be identified time to time and accordingly, efficiency can be improved.
 Welfare of employees – To maintain the well-being of employees by providing them
justified perks and compensation, high job satisfaction and security with other benefits
like safe and healthy working environment, medical and housing benefits, etc. is one
more important purpose of HRM in Travelodge hotel (Bowen, 2016).
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