Human Resource Management for Service Industries

This report discusses the role and purpose of HRM in British Airways, the current employment relations in the airline industry, and the impact of employment laws on the management of British Airways.

Human Resource
Management for Service
Industries
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Table of Contents
INTRODUCTION...........................................................................................................................3
LO 1.................................................................................................................................................3
1.1 Role and purpose of HRM in British Airways......................................................................3
1.2 HR plan based on supply and demand in British Airways....................................................4
LO 2.................................................................................................................................................4
2.1 Current employment relations in airline industry..................................................................4
2.2 How employment law impact on management of British Airways.......................................5
3.2 Compare selection process of different service industry.......................................................5
4.1 Contribution of training and development in effective operation in British Airways...........7
CONCLUSION................................................................................................................................9
REFERENCES..............................................................................................................................10
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INTRODUCTION
The human resource management play vital role in organisation. They perform various
functions such as recruitment, training and development, etc. in order to attain goals and
objectives (Lusch, and Nambisan, 2015). They also manage HR so that business operations are
performed in effective way. By providing training, staff gain knowledge and skills to perform
their work. Also, T&D is useful in increasing efficiency among staff. HRM manage employee by
placing them at right position.
This report will describe about role of HR and Hr plan in British Airways. Also, it will
discuss about employment relation in airline industry and employment laws. Moreover, it will
describe on job role of a specific position in airline industry and selection process of British
Airways.
LO 1
1.1 Role and purpose of HRM in British Airways
The HR plays a significant role in managing human resource. There are responsible for
identifying HR requirement and fulfilling it. Also, they select right person at right place. It
enables in performing business functions and attaining goals and objectives. In British Airways
there are several role which is played by HR which are as follows :-
Planning and forecasting – It is the main purpose of HR as they are do forecast of how many
employees are required for particular job role. Also, a plan is developed regarding how overall
recruitment process will be done (Kianto, Sáenz, and Aramburu, 2017). beside this, HR identify
job roles and person specifications. The forecasting shows in what department how many staff is
needed. The plan include how training is provided, when, etc.
Training and development – this is another role of HRM in which they train employees and
develop them for a specific job role. The training enables them to learn and gain skills of how to
perform job task and roles. HRM develop schedule of training and what method will be used.
They also help in career growth of staff.
Employee relationship – HRM also maintain employee relation with each other. For this they
listen to their problems and solve it. Moreover, HR develop relation between managers and
employees. They solve conflict among staff and communicate with them. Besides, employee
feedback is taken to find out issues.
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Monitoring of employees- it is function of HRM in which they monitor employee. It means they
evaluate performance of employees and identify weak and strong skills. Thus, accordingly to it
training is provided to them. In addition, they analyse staff behaviour as well. In this HRM also
identify weak areas, difficulties faced by them, etc.
Purpose of Human Resource Management
Human Resource Management has purpose to achieve goal and objective of British
Airlines. It can fulfil purpose of industry by increasing productivity, profit, effectiveness of
workers.
To Improve Productivity: Main purpose of HRM is to improve and increase productivity of
British Airlines. For that management has to recruit candidates who can justify duties and
responsibilities of post (Bontis, Janošević, and Dženopoljac, 2015). HRM also has to improve
its recruitment process to hire qualified candidates. If well-qualified employees will work with
British Airlines, productivity instinctively increase. Similarly, in British Airways HRM have
enhanced efficiency of business. The staff is able to attain goals in effective way.
To Improve Quality of Work: To improve quality of work HRM should ensure about working
environment. For example, workers are getting positive workplace or not, by giving them
flexible working hours, adjust proper lighting in office, by encouraging and motivating them and
by providing employees beneficial compensation, health and safety policies. These factors will
help BA to improve work quality. In British Airways HRM have trained staff to provide
customer service in less time. This has led to retaining of customers.
Soft and hard HRM – in this purpose HRM treat employees as resource and focus on needs of
business. It means how much workforce is required. In soft HRM employee are treated as
individual resources and their needs are fulfilled accordingly. It focuses on gaining competitive
advantage through employee empowerment.
1.2 HR plan based on supply and demand in British Airways
HR planning is process of identifying current and future needs of work force. It is done in
order to achieve goals and objectives (Chuang and Lin, 2015). This is by developing a strategic
plan and following a systematic process.
HR plan is as follows :-
Staff role Requirement Working hours
Cabin crew staff role include 50 Cabin Crew 6- 8 hours
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providing services to
passengers.
Cabin crew assistant to
support and help cabin crew
and provide services
20 8-10 hours
LO 2
2.1 Current employment relations in airline industry
In every industry there are several laws and regulations of employment is followed. It
binds company to maintain relation between employee and employer. The laws also enable in
solving issues and ensuring that no discrimination is done (Gibbs, MacDonald and MacKay,
2015). It is necessary for organisation to maintain employee relations so that they are able to
retain them for long term.
In airline industry the current employee relation focuses on several elements. The industry
has maintained a specific structure of growth. It has enabled in setting a proper culture and
allowing employees to work in better work condition.
Beside this, employee conflicts are solved through negotiation. In this trade union of
British Airways that are Unite the Union and British Airline pilot association is involved. It has
enabled in negotiating conflict and maintaining effective relation. Alongside, employees are
allowed to participate in decision making (Bratton and Gold, 2017). Their views are taken into
consideration. This has resulted the airline industry to gain their satisfaction.
Moreover, airline industry has adopted conflict management which makes it easy to solve
conflict. It has benefited in reducing number of conflicts as staff are able to work by maintaining
strong and effective relations with each other and management as well. The managers are highly
focusing on creating a positive culture. However, they try to listen to staff problem and support
them to a great extent.
Grievances Procedure: This rule is especially involved by British Airways to settle down the
conflicts between employee's in future like offence, injustice, disservice, criticism, outrage some
employees and insult each other. It helped to take quick resolution if any of the above event
occurs. Perhaps Airways keeps it mandatory to resolve the grievance of employees.
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British Airways Work Culture: British Airways culture consists of etiquette, beliefs, behavior
and attitude. There is activity conducted to refresh up the minds of the current employee's every
possible one day in a week. This has helped employees to become a part of airways. This has
created spiritual work environment where each employee feels comfortable to work in.
2.2 How employment law impact on management of British Airways
Human resource management of the entity are responsible for the training and other kind
of management personnel to ensure these laws are being upheld throughout the firm. HR
managers is one of responsible authority to protect the firm against discrimination. There are
number of key laws that are defined in following manner as are-
Employment relation act 1999- this act provide many rights to employees in various areas such
as maternity leave, trade union, employement agencies, part time work, etc. So, these all highly
impact on management to take decision while taking this into considertion.
Employment right act 1996- this act is protect the right of labor and employees who have
signed contract of employment. The contract must be provided to employees within 8 weeks. It
clearly defines the relationship between employer and employee. This law impaact of
management of BA.
Contract of employment – this contract in English law is a type of contract signed between
employer and employee this act provides staff legal rights to work in airline industry. the
contract consists of rules, regulations and policies that are followed by them. Thus, it impacts on
BA management as they have to work under this act.
Equal pay act 1970- This is act that provides right to an individual of the same contractual
benefits and pay as the individual of opposite sex within the same employment (Gibbs,
MacDonald and MacKay, 2015). The main aim of this act is to prohibit the discrimination on
the basis of sex, sexual orientation, childbirth and pregnancy etc.
Health and safety act 1974- This is the act that provides the framework to protect the safety,
health and welfare of all the workers. It is law that that is framed out to for securing the health
and welfare to the individuals.
National minimum wages act 1998- It is act that relates with minimum pay to individual.
Therefore, from April 2018 per hour wages for workers was about £7.83 for workers aged above
25 and £7.38 per hour for the workers whose age is between 21 to 24. Each employee has right
to get wages that authorised by the law for their work.
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Age discrimination act 2006- This law is for both vocational training programmers and
employment. Therefore, this is unlawful to make discrimination on the basis of harass and
victimize the applicants of job. It is law that protects the employees of age of 40 years above in
relation to promotion, discharge and privileges of employment.
Henceforth, this all acts that mentioned above affects the management of HRM. The
Human resource of the enterprise are bound to follow the rules that are prescribed by the law.
TASK 3
3.1 Discussion on job description and personal specifications.
Job description
Job title- Cabin crew, BA
Band- Non management
Department- BA CityFlyer
job description
To maintain safety and security in operations and monitoring standards are followed or not
to provide high quality services to customers
To provide safety training to colleagues
To act as role model to co workers and following standards
Person specification
Above age of 18 years
Must be fluent in English both written and speaking
No criminla record
Valid passport
Height between 1.575 – 1.85 meter
Can swim up to 55 yards
Summary-:
The job of Cabin Crew is exists in which there is need to deliver outstanding customer service
for London City team. Therefore, BA CityFlyer is mainly owned by subsidiary of British
Airways. This job will provide opportunity to develop new skills and take control of the career
path and will reward for the outstanding contribution.
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Competencies-:
 Effective communication
 Team working skills
 Adaptability and Flexibility
 Customer focus
 Effective problem solving skills
Person specification
Professional summary- I am looking forward to delivering the outstanding customer service.
I am very passionate about working in airline industry. My problem solving skills are effective
and assist every one with good communication skill. I always try my best to bring innovative
ideas and conduct my own practices in well and effective manner.
Core qualification
 The person needs to be over the age of 18 to become the member of air cabin crew.
 He must be able to speak second language that is highly desirable.
 An individual must have good standard of education that needs to be inclusive of
GCSEs graded in subjects as Math and English.
Academic qualification
An individual must have graduate degree and needs to have expert in skills communication.
Key skills
 Passionate about delivering excellence service to customer's.
 Effective skills in building relationship with colleagues within professional
boundaries.
 I have better understanding in different cultures and background.
Experience
 I have customer service experience of Five years, within the Hospitality and travel
industry.
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3.2 Compare selection process of different service industry
Every industry is having their own selection which differs from another. It is because the
process is based on job position and requirements. Apart from it, there are different procedure
and methods followed in it. Moreover, company can also follow different selection process
within same industry. It is done to select right candidate for right job. The process can vary on
basis of steps or on selection criteria. Similarly, comparison of service industry process is as
follows :-
Stages British Airways Transport for London
Step 1 The company upload required
vacancies on their website. The
candidates can view about vacant post
on that.
This step is similar in Transport
for London as well. Here, also
vacant posts are posted on
company official website.
Step 2 Here, applicants are required to
complete online questions. It enables in
gaining basic info about candidate
(Vogus, and McClelland, 2016).
The applicants have to register
themselves by creating a new
user ID and password.
Step 3 After above candidate have to complete
an interest form. In this they have to
insert details like e mail id, first and
last name, etc.
In this candidate directly apply
on vacancy in which they want
to. For this online application
form is to be filled.
Step 4 Now, candidate have to fill online
application form. There is no test
conducted till step 4.
Here, candidate have to
complete basic requirement like
a situational judgement test.
Step 5 Now, those candidates who have met
basic requirement goes through series
of tests such as numeracy, verbal
reasoning, spatial test, etc.
In Transport for London those
candidates who have passed
online test are invited for written
test.
Step 6 The passed persons are invited for
assessment test that includes role play,
MCQ and interview. It is nothing
mentioned that how many people take
It is similar in Transport for
London as well. The persons are
called for role play and
interview which is conducted by
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interview. two people.
Step 7 British Airways do medical check of
selected person. It enables in ensuring
that person is fit and healthy for
particular job role.
Transport for London also do
medical check up of candidate.
But for this they do it by
providing questionnaire (Cohen
and Olsen, 2015).
Step 8 At last offer letter is given which
contain details of training place, and
schedule of 6 week training.
Generally, offer is provided to
them with no specific details.
4.1 Contribution of training and development in effective operation in British Airways
T&D are important aspect in abc. It allows employee to learn skills and knowledge to
perform various operations. Alongside, staff gain knowledge which helps in their career growth.
However, they put more efforts in achieving goals. In this way operational efficiency is enhanced
and staff contribute.
Benefits of training: Training programs plays an important role in enhancing the professional
expertise among employees. British airways conduct various training programs such as cabin
crew training, training for safety work procedures and other job oriented training (Gibbs,
MacDonald and MacKay, 2015). Training programs helps individuals to understand the
professional needs of their job role as well as organizational needs so that quality services can be
provided by the employees. Training programs provide expertise to individuals so that
professional errors or negligence can be avoided.
Difference between training and development:
The key difference between training and development is that training helps employees to
develop skills and knowledge in accordance to specific job roles or job requirements. On the
other hand development programs are educational process which emphasis on overall growth and
development of employees (Dedeoğlu and Demirer, 2015). Thus, training is short term and
serves the purpose for immediate needs while development programs aimed at long term goals
and designed for meeting the future requirements. Another difference between both of these
learning processes is that training are usually group focused while development is more
personalised and vary from individuals needs.
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Training types: There are mainly two types of training named as on job training and off job
training.
On the job training: On job trainings are provided by the professionals at work site so that
individuals can gain learning by performing the tasks. These trainings gives opportunities to
learner so that they can learn by performing. Since it is provided at work place it can affect the
work. For instance the candidates who join British Airways are trained at work place regarding
safety policies so that they can make themselves aware of organisational policies.
Off the job training: These types of training are provided at different locations from the work
place. This type of training aims at providing theoretical knowledge to the individuals so that
when at work site they can deliver accurate outcome. British airways flight training at global
learning academy is one of the example of this training. This training does not affect the work as
it is provided in different environment.
Need and role of training
In British Airways the need of training is to train them for doing specific task. They gain
knowledge and skills through which activities are performed. In company the training is require
to improve quality of customer service (Widodo, and SU, 2018). Also, it enables in gaining
satisfaction of customers by providing them services in less time. Through it, goals and
objectives are attained in effective way. This also increases staff efficiency and boost their
confidence. Moreover, by learning knowledge they apply in their work. It enhances their skills
and results in growth.
It can be summarised that training and development has highly contributed in improving
British Airways operational efficiency. The staff are able to work in team and perform tasks in
creative way. Furthermore, they have learned how to tackle or manage critical situation and
achieve goals in time. It also supports in creating a positive culture and maintaining quality of
services. The staff help other in completing task. They share ideas and views to managers.
CONCLUSION
From report it can be concluded that there are HRM plays crucial role in managing
employees within an organisation. The role of HRM is to plan and forecast work force
requirement, monitor employee performance, etc. Their purpose is to improve productivity and
quality of work, soft and hard HRM, etc. In British Airways HR plan is developed on basis of
supply and demand. The airline industry has adopted conflict management, negotiation practice,
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etc to maintain employee relations. Moreover, there are several employment laws that impact HR
of British Airways such as employment relation act, employee right act, etc. Cabin crew require
specific skills and knowledge in it. In British Airways and Transport for London selection
process varies.
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REFERENCES
Books and journals
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industry. International Journal of Contemporary Hospitality Management, 27(6),
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Bratton, J. and Gold, J., 2017. Human resource management: theory and practice. Palgrave.
Chuang, S.H. and Lin, H.N., 2015. Co-creating e-service innovations: Theory, practice, and
impact on firm performance. International Journal of Information Management, 35(3),
pp.277-291.
Cohen, J.F. and Olsen, K., 2015. Knowledge management capabilities and firm performance: A
test of universalistic, contingency and complementarity perspectives. Expert Systems with
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Dedeoğlu, B.B. and Demirer, H., 2015. Differences in service quality perceptions of stakeholders
in the hotel industry. International Journal of Contemporary Hospitality
Management, 27(1), pp.130-146.
Gibbs, C., MacDonald, F. and MacKay, K., 2015. Social media usage in hotel human resources:
recruitment, hiring and communication. International Journal of Contemporary
Hospitality Management, 27(2), pp.170-184.
Kianto, A., Sáenz, J. and Aramburu, N., 2017. Knowledge-based human resource management
practices, intellectual capital and innovation. Journal of Business Research, 81, pp.11-20.
Lusch, R.F. and Nambisan, S., 2015. Service innovation: A service-dominant logic
perspective. MIS quarterly, 39(1).
Vogus, T.J. and McClelland, L.E., 2016. When the customer is the patient: Lessons from
healthcare research on patient satisfaction and service quality ratings. Human Resource
Management Review, 26(1), pp.37-49.
Widodo, S.H.P. and SU, J.B., 2018. Human Capital Investment Model Based on Outsourcing
Human Resources in Banking Industries. International Journal of Business and
Management, 13(9).
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