Human Resource Management in Service Industry

This report presents a thorough analysis of human resource management in the service industry, covering key aspects such as planning, controlling, and coordinating human efforts. The study highlights the importance of human resource management in achieving organizational goals and provides insights into selection and recruitment practices, employment laws, job descriptions, and training activities. A comparative analysis of different service industries is also presented, showcasing the contribution of human capital and brand equity to firm value.

Human Resource Management for
service industries

Contents
INTRODUCTION......................................................................................................................3
TASK 1......................................................................................................................................3
AC 1.1 Purpose and Role of human resource management in British Airways.....................3
AC 1.2 A human resources plan that is based on an analysis of supply and demand for a
British airways .......................................................................................................................4
TASK 2......................................................................................................................................4
AC 2.1 The current state of employment relations in service industry .................................4
AC 2.2 Determining the effects of employment law on British airways industry.................5
TASK 3......................................................................................................................................6
AC 3.1 Job description and person specification for airline industry job .............................6
AC 3.2 Compare the selection process of different service industries businesses ................6
TASK 4......................................................................................................................................8
AC 4.1 Contribution of training and development activities in order to perform effective
operation of service industry business ...................................................................................8
CONCLUSION..........................................................................................................................9
REFERENCES.........................................................................................................................11

INTRODUCTION
Human resource management can be considered as a particular department in industries
who performs the functions of controlling and managing human resources in the Airlines
industry. This report will help in understanding role and purpose of HRM in British airways. It
will also throw some light of the employment law and supply demand in service industry. This
research will also help in understanding about selection, training and development of employee
relation in service industry. This study is mainly aimed at performing the effective operations in
service industry. This study will also help in understanding concept and role of HRM in service
industry in order to sustain in the market for longer duration. It will also provide demand and
supply of the British airways. This report will also provide selection nd recruitment process of
different business. The research will also focus in describing the importance of training and
development in different industries.
TASK 1
AC 1.1 Purpose and Role of human resource management in British Airways
Human resource Management can be termed as process by which employees are organized,
hired, planned selected and retained in order to perform operations of the industries so that large
profitability can be achieved. Human resources are planned considering various environmental
factors in which they can contribute towards the economic growth and development of the
British airways. The main function of HRM is recruitment and selection of employees through
various processes like interviews, placements, aptitude test etc. in order to perform the
operational tasks of the company (Eaton, 2017). British Airways mainly provides travelling
services to customers in order to facilitate consumer with wonderful travelling experience and
this airlines industry mainly provides the comfortable Journey from Heathrow to Madeira. The
main purpose of HRM is to These services are generally aimed at maximized profitability of the
industry and along with the retention of efficient employees. Therefore HRM has large variety of
roles in order to sustain the airways industry for the longer run. Such roles are as follows:
 Human Resource planning: HRM department is mainly responsible for planning
and requirement of human resources in different departments. So, managers of
HRM usually search the skilled labor in order to hire human resources for the
particular required field. According to their knowledge and skills workforce is

planned to work for a particular unit and deliver quality services to customers in
order to perform operational tasks for company.
 Selection and recruitment: Managers in British airways also help in playing
significant role for the selection of highly qualified personnel in order to deliver
the services to customers. This is one of the most significant role of HRM as they
have to attract large number of employees in order to seek the job vacancies in a
service industry.
 Training and development of workforce: It can be considered as most important
role as skilled and developed employees can work efficiently and therefore they
can deliver effective productivity in the British airways. In order to create
skilledful labors for the company managers have to provide timely trainings and
development sessions for improving the technical skills of the Human resources.
 Overall Welfare of employees: The human resource managers plays important
role in recruiting right employees for correct position at right time so all such
activities are performed by managers in order to achieve the overall objective of
British airlines considering employees welfare. So employees are provided
satisfied working environment in order to maximize the quality of services for
airways industry.
Performance management and controlling the Human resource: Managers of HRM are mainly
aimed at controlling the human activities in order to improve the performance of the organization
(Kamau and Stanley, K., 2015). Managers are responsible for making the strategic functions in
British airline so these strategies are generally restructured in order to improve the performance
of the company and these practices are performed by effective human resources.
AC 1.2 A human resources plan that is based on an analysis of supply and demand for a British
airways
Human resource planning can be considered as one of the important function that is
usually performed to control and coordinate the activities of human resources with the main
goals of the company. These plans are create4d in order to hire right person for right job at
correct position. Human resource plan of the british airways majorly perform four steps which
help in effective implementation of main objectives of the HR department.

Step 1: Forecasting- One of the most important step of the human resource plan is to make
plans regarding workforce requirement in order to achieve overall goals of the firms. Prediction
and forecast about the demand and supply of the employees as they have to perform the
operational tasks for the British airways which help in generating the profitability of the
company. HR managers of airways industry have to predict the future uncertainties and
opportunities of the firm that help in balancing the supply chain of the human resource in the
organization.
Step 2: Retention of skilled workers: Managers of British airways also have to make policies
and plans which help in retention of skilled labor in the company in the form of rewards and
monetary incentives so that employees remain satisfied. In order to estimate the number of
workers required for the particular task one also have to consider various retention plans and
recruitment plan in order to employ more people (Human resource management for service
industry, 2018).
Step 3: proper training and professional development among employees: This is related with
the increased knowledge of the workforce in the company. Managers of British airways also
have to provide proper trainings to improve the knowledge of employees in order to improve the
efficiency of the productivity.
Step 4: Efficient use of Human resource: British airways have to employ those workers in the
company which are required at the particular position for performing specific tasks (Monnet,
2015). This can be accomplished by using various methods like scenario analysis, regression
technique, vacancy analysis etc.
TASK 2
AC 2.1 The current state of employment relations in service industry
The airlines service industry mainly deals with the comfort and traveling of the people so
this sector generally employ skilled labors in order to provide variety of services to customers.
Such services can be in the form of comfortable sitting facilities inside flights, and facilitating all
their requirement things like timely offering suitable eatables and healthy experience to
consumer in terms of entertainment etc. the current state of employee relation in airline industry
involves professional and cooperative environment in which employees work contribute in
providing the top quality of services to customers which help in generating large profitability for
the company. In British airways all the employees work as an effective team in order to deliver

required services to consumer and this behavior help them to attract large number of people for
experiencing the traveling experience from Heathrow to Madeira.
In addition to provide comfortable traveling experience managers also have to make
various plans for controlling the activities and marketing strategies in order to attract large
number of customers towards the airline industries. Employment relation have to apply
coordinated efforts for making effective teams. These efforts can be applied by satisfying the
needs of the employees like proper remuneration, proper lesson plans, assignments etc. As
British airways have to reach the flights on time in order to carry out proper scheduling times at
different airports. Timely delivery of services also helps in retention of loyal customers. In order
to cover four traveling experience within for hours at the time of peak summer season. A
manager has to properly schedule the flight timings. In order to properly schedule the timings of
flights one also have to concentrate towards professional environment in the company which
help in attracting large number of consumers so company has a demand of skilled workers who
can improve the productivity in an organization.
Employment status of Workforce
There are range of approaches to the employment of staff in airline sector. In some
airlines ground staff are employed directly and this can be carried out at many national carriers.
In British airways of UK, there are 1600 employees are specialized in passengers, baggage
handling, ticket cargo and also airport catering services along with the surface transport of the
people.
British airline Employment contract
All the employees are entitled to a contract of employment that forms the basis of
employment relationship. Inder the Employment act of 1996, employees are entitled to require
to provide within two clander months of starting work before to all employees.
AC 2.2 Determining the effects of employment law on British airways industry.
There are various laws are made by the government which effects the airline industries
vigorously (Analoui, 2017). The employment law is help in governing the relationship between
employee and employer in order to make an contract which includes various terms and condition
to enter into the particular business such as bargaining agreement, wages and hours, health and
safety etc. Human resource manager in British airways have to issue a proper agreement of

services in order to make employee understand about the legal and legislative circumstances of
the company.
Equal Employment opportunities: This law ensures that all the employees have right to get
equal employment opportunities in the field of airlines services (Harvey and Turnbull, 2016).
Equal treatment to all the workforce unequal treatment on the basis of caste discrimination,
color, sex and nationality loses their self-confidence and therefore their unsatisfied behavior may
be responsible for minimized productivity and ultimately whole industry have to suffer all low
performance work which minimizes the overall profitability in airline industry.
Equality Act of 2010: This Equality law helps in creating equality among all the staff members
as women and men should be paid Equally which promotes sense of confidence among
employees and they all contribute their best efforts in achieving the main objectives of the airline
industries. All the workers should be paid the salary on the basis of their skills and knowledge in
the field of airline industry.
National Minimum Wage Act 1998: This act helped in setting minimum paid wages of
employees per hour within the UK are entitled within this law. The minimum wage rate of the
employees under the age group of 21 years are entitled to receive £6.19 an hour.
Trade Union Act of 2017 It help in identifying the interests of the employees and this also helps
in protecting the human rights of the workforce. Application of such employment laws in British
airways help in generating the motivated workforce for the company.
TASK 3
AC 3.1 Job description and person specification for airline industry job
Job analysis is termed as the primary tool for collecting job related data. This process
produce two data sets i.e. job description and job specification. HR manager has these two data
sets in order to fill the vacant position of the company (Vomberg, Homburg and Bornemann,,
2015). This job related data includes job title, job location, reporting to and of employees, job
summary, nature and objectives of a job, tasks and duties to be performed etc. job descriptions
are also related to tools and machinery involved in performing operational activities. Person
specification and job description of the service industry are as follows:
Behavior and attitude

Behavior and attitude of the the person need to be reflect various things in order to get
employment in the British airway industry. Such behavior can be get by flexible, agile and the
personality who will be always ready to adopt changes.
Capabilities
Person specification in the airline industry need to possess collaborative capabilities in
order to work with the dynamic environment. Also the person need to build a resilience and
motivational qualities so that it helps in encouraging all the team members.
key performance
person need to also build a very good customer service quality that helps in improving
the customer interaction and hence it will develop a loyal customers for the company.
Accountability
Airport Operation Manager also need to accountable and punctual towards their job. One
need to also develop a managerial qualities that deals with the situational decision making in the
British Airways.
Expertise and experience
Managers need to pursue a great knowledge to work with the company and also need to
learn people management qualities that helps in managing the team in order to deliver effective
and efficient performance.
AC 3.2 Compare the selection process of different service industries businesses
Selection process of the industries can be considered as the hiring the candidates for the
vacant position in the company. These candidates are selected on the basis of their potential and
knowledge. It is one of the important functions of the human resource management as
recruitment and selection process in the airways industry help to appoint 7 the employees in the
firm who help in improving the operational productivity of the company in order to deliver the
quality based products to consumers (Gittell and et.al., 2015). There are various selection process
are considered from different types of industries which mainly depends on the types of the
business. (Human resource management for service industry, 2018).
Selection methods and practices in airways industries are affected by various factors
labor markets, organizational needs, job analysis, job design, person specification etc.
shortlisting, interviews methods are mainly vary according to different types of business.
Comparison between the selection process of BA and TFL Airline companies are as follows:

Steps British Airways Transport For London
Step:1 Career Web page allows to
share the vacancies of BA
In TFL, Vacancies are
generally placed via website or
an recruitment agency.
Step:2 These tests are generally
constructed to determine the
basic skills and knowledge of
the person. Such tests are
commonly held in BA which
mainly provides to test the
legal and legislative aspects of
the employee. Almost two or
three forms that contains the
information about the job
description, Physical and
safety requirements form of
the employees.
Next step includes the login
page where applicants create
their ID in order to apply for
job vacancy for specific profile
on TFL site.
Step:3 This recruitment step involves
the Answer of the candidate.
For this, people need to
complete a applicant form.
Applicants now have to fill an
online application form after
applying foe a specific job
vacancy position.
Step:4 This step includes the
completion and submission of
Online Applicant form of user.
Online judgmental and
situational tests are being
performed with employees in
order to meet the basic
requirements of the company.
Step:5 This step contains the list of
those candidates who meet the
above mentioned requirements
will be given a log-in. This
In this step, HR Managers of
TFL company invites the
applicant to fill written

login contains the series of
Psychometric tests which
includes analysis of
potentialities of the person
when working in stressful
situations (Geppert, Matten
and Williams, 2016). Such
methods are adopted by the
BA to work in more
challenging and target based
job.
assessment sessions.
Step:6 According to the online tests
of the person, candidates are
selected and invited to
assessment day. This
assessment includes MCQ
questions that includes group
exercise, role play and
interview.
In order to call selected
candidates, Role play exercise
and Interviews are held by
interview panel that contains
two people.
Step:7 BA then finally checks the
background details and
medical details of the selected
candidates.
Medical questioners are held
on those who passed all the
tests.
Step:8 Offers an appointment letter
which is followed by the six
week of prior Training to an
employee.
Finally, Managers of TFL
offers a candidate for a
specific job profile.

TASK 4
AC 4.1 Contribution of training and development activities in order to perform effective
operation of service industry business
Different types of training
There are various types
of Training which are mainly
used by HR managers in order
to develop a holistic
employees. Types of training
includes technical, quality,
skills training, professional,
Team, Managerial, safety
training. Different types of
Training are described below:
Technical training is aimed at
teaching the technological
aspects to the new employees
which may includes training to
use computers which may
helps in better customer
services.
Difference between training
and development
Training can be
referred as a learning process
for new employees in which
they get to know about the key
skills required for the job. On
the other hand, development is
an activity in which the
manpower of British Airways
mainly learn and grow.
Another difference is that
training is an self improving
activity whereas development
is an Self-assessment Act.
Benefits and effectiveness of
training
Training is one of the
effective aspect which helps in
improving one’s knowledge in
order to deliver the effective
operations of the British
airways. Such training and
development campaigns are
The role and need of training
Application of timely
training and development
campaigns for the employees
also helps in providing
updated knowledge about the
marketing trends. Effective
operations of the airways
industry can be possible by
various contributions which
are as follows:
It helps in effective
implementation of various
strategies in an organization
and it also helps in
determining the recent trends
of the market.
Training and development also
contributes towards
developing different
methodologies in order to keep
motivated workforce in British
Airlines Company.

Quality training is aimed at
improving the quality of
services in British airline
industry. This training can help
in setting of the quality
standards for employees such
as ISO9000 which is of the
common quality standard
management.
Skills Training includes the
proficiency in performing the
individual job. This improves
one's working knowledge
within company.
Soft skills Training generally
refers to personality traits,
social graces, communication
and personal habits of
employees within British
Airways.
Profession Training generally
undergoes yearly certification
to stay up to date in on's own
profession.
needed to improve the overall
performance of the company.
Timely organizing the training
in British airways plays the
important role in improving
the operational efficiency of
the workers.
Training and development is
referred as a indispensable
part of the human resource
function and management.
Training can be considered as
a program that is basically
organized by the organization
to develop knowledge and
skills in the employees
according to the requirement
of the job. Development can be
defined as a organized activity
which is mainly aimed at
development and growth of the
individual.
Contribution of training and
development to the effective
operation of the organization
Training and
development contributes
towards Improved skills and
personal grooming which
helps the staff members in
promoting professional
environment inside the
company. It also improves the
communication of the
employees and hence results in
effective operations in service
industry (Lange, and et.al.,
2015). Human resource
management is usually
responsible for training and
development of workforce that
helps in creating satisfied
customers in order to improve

the individual and knowledge
regarding the improved
efficiency in the business.
CONCLUSION
From the above study it has been concluded that human resource management is an
important department which helps in planning the human resource planning and helps in
controlling and coordinating the human efforts in order to achieve the main goals of the
company. The study had created an complete understanding about the role and purpose of human
resource management in British airways. It had also help in understanding the selection and
recruitment practices which are help in organization in order to hire the potential employees in
service industry. This research had also made learners understand about the employment law
which affects the activities in the service industry. It had also help in creating a complete
understanding about job description and person specification in British airline industry. This
report had also help in comparing the selection process of various different service industries.
The research had also provided contribution of training and development activities to the
effective operations of the airline services.

REFERENCES
Books and journals
Analoui, F., 2017. The changing patterns of human resource management. Routledge.
Eaton, J., 2017. Globalization and human resource management in the airline industry.
Routledge.
Geppert, M., Matten, D. and Williams, K. eds., 2016. Challenges for European management in a
global context: Experiences from Britain and Germany. Springer.
Gittell, J.H., von Nordenflycht, A., Kochan, T.A., Bamber, G.J. and McKersie, R.B., 2015.
Labor Relations and Human Resource Management in the Airline Industry. The
global airline industry. 21(2). p.287.
Harvey, G. and Turnbull, P., 2016. Human resource management and industrial relations. Air
Transport Management: An international perspective. pp.307.
Kamau, M.W. and Stanley, K., 2015. Factors Affecting Strategic Choices in Airlines in Kenya:
A Case Study of Kenya Airways. The International Journal of Business &
Management. 3(5). p.86.
Lange, K., Geppert, M., Saka‐Helmhout, A. and Becker‐Ritterspach, F., 2015. Changing
business models and employee representation in the airline industry: A comparison of
British Airways and Deutsche Lufthansa. British Journal of Management. 26(3).
pp.388-407.
Monnet, E., 2015. Brachycephalic airway syndrome. In 40th World Small Animal Veterinary
Association Congress, Bangkok, Thailand, 15-18 May, 2015. Proceedings book (pp.
245-247). World Small Animal Veterinary Association.
Reason, J., 2016. Managing the risks of organizational accidents. Routledge.
Vomberg, A., Homburg, C. and Bornemann, T., 2015. Talented people and strong brands: The
contribution of human capital and brand equity to firm value. Strategic Management
Journal. 36(13). pp.2122-2131.
Online
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