Human Resource Management Analysis

This assignment provides a comprehensive analysis of human resource management (HRM) in the hospitality industry, covering various aspects such as strategy, innovation, and performance. It includes an examination of HRM functions, managerial approaches, and green HRM. The study draws from literature reviews and research articles, offering insights into the impact of total quality management on innovation in service organizations and the relationship between service quality and employee training.

Human Resource
Management for Service
Industries

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
1.1 Role and Purpose of Human Resource Management in Marriott Hotel...............................1
1.2 Justify a human resources plan based on analysis of supply and demand............................2
TASK 2............................................................................................................................................3
2.1 Assess the current state of employment relations in a selected service industry..................3
2.2 Discuss how employment law affects the management of human resources in a selected
service industry business ............................................................................................................4
TASK3.............................................................................................................................................5
3.1 Discuss job description and person specification..................................................................5
3.2 Compare the selection process of different service industries businesses............................7
TASK 4............................................................................................................................................8
4.1 Assess the contribution of training and development activities to the effective operation of
a selected service industry business............................................................................................8
CONCLUSION................................................................................................................................9

INTRODUCTION
Human resource management is responsible for employee benefits, training and
development, employee recruitment, focusing on policy etc. It assure that the organisation is able
to achieve its goals and objectives effectively. It is a strategic process which is help to the
workers to increase the productivity and gain a competitive benefits of the company. In this
report chosen company is the Marriott Hotel, which is deals in service sector. It is founded in
1927 by Alice Marriott and J. Willard Marriott(Armstrong and Taylor, 2014) . This assignment
includes purpose and roles of the human resource management and human resource plan focused
on demand and supply. Also include current state of employment relation in the Marriott hotel
and different laws and legislation of the employment. In this consist person specification, job
description and selection methods of various service sector. At last describe the needs of training
and development.
TASK 1
1.1 Role and Purpose of Human Resource Management in Marriott Hotel
Human resource management (HRM) refers to the activity of recruiting, selecting and
managing the employees of an organisation. It provide orientation program, training and
development of employees. Its other functions are evaluate the performance of employees,
motivating workers and maintain better relation with every employee. In case of service industry,
HRM play a very crucial role for growth and success of a firm. Marriott Hotel is a hospitality
industry firm in which HR manager play an important role to get competitive advantage and
proper development of an effective team for managing employees.
Role of HRM
There are different role of HRM in Marriott Hotel are discuss as follows:-
Recruitment and Selection- This one of the most important role of HRM to to recruit
applicants and select the best candidate with more qualification, knowledge and skills who is
suitable for the vacant post. Success of Marriott Hotel is depends on the performance of
manpower(Boella and Goss-Turner, 2013) . So, it is a responsibility of HR manager to hire
skilled and talented employee for success of their firm.
Training and Development- To improve the performance of employees and enhance
efficiency of workers it is important to provide training to new joining and conduct development
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program for overall growth of an organisation. It is the responsibility of HR manager to identify
the need of training and provide them to employees and develop their skills by which they can
understood that how to treat visitors and how to perform other activities within a firm.
Maintain Healthy Relation- It is also an important role for HRM of Marriott Hotel to
maintain proper relation between manager and staff(Bon and Mustafa, 2013) . It create a positive
environment, reduce conflicts and also helps to gain competitive advantage. When there is a
healthy relation between employer and employee in an organisation then it is easy to make
decision and perform work in effective and efficient manner.
Purpose of HRM
The main objective of human resource management is to define the organisation
structure and improve productivity. It also make coordination between different departments in a
firm. It make a bridge between employer and employees. Another purpose of HRM in Marriott
Hotel is to recruit and select the best suitable candidate and provide them opportunity of
development through which employees feel motivated perform better work to accomplish goals
and objectives of an organisation.
1.2 Justify a human resources plan based on analysis of supply and demand
Human resource planning (HRP) is a continuous process of systematic planning and
optimum utilisation of resources to achieve most precious assets of an organisation. In this
planning HR manager identify the need of employees who can meet with customer's demand
with certain qualities and skills. For human resource planning, there are different steps need to be
followed by manager of Marriott Hotel which are as follows:-
Resourcing strategy- Main objective of resourcing strategy of Marriott hotel is to create
competitive advantage from the employees of a firm who are sustain for a long time period. They
reduce the cost of employment and increase productivity of overall employees.
Analysis for labour turnover- Labour turnover can be analysed by implementing an
effective human resource planning which is cost effective and helps to analyse demand and
supply of workforce in Marriott Hotel.
Analysing operational effectiveness- Any firm can gain competitive advantage by
analysing the effectiveness of their performance(Cho and et. al., 2012) . Effectiveness can be
analysed by cost and productivity. Less cost and high productivity indicates great level of
effectiveness and vice versa.
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Forecasting demand and supply- Organisations can forecast demand and supply on the
basis of current and future strategy of enlargement and contraction. Marriott Hotel consider the
demand as per skills and number of employees(Collings, Wood and Szamosi, 2018) . It is
important for a firm to estimate accurate demand to avoid extra employment cost.
Estimating manpower gap- HR manager of Marriott Hotel have responsibility to
estimation of workforce gap with examining supply and demand of manpower. Surplus tell about
termination of workers and deficit indicates that need of more employees.
Retention- Generally, every firm want to reduce employee cost but other than this, they
offer better incentives and compensation to their employees for extra work. To retain employees
for long run, Marriott Hotel should also provide growth in career opportunity of employees by
which they feel satisfied with their job and retain long run in an organisation.
Productivity- In Marriott Hotel, productivity has a broad value in an organisation because
it will gain competitive advantage by reducing cost of production and improving productivity.
Because company use optimum utilisation of resources which helps in increasing productivity as
well as profitability.
TASK 2
2.1 Assess the current state of employment relations in a selected service industry
Employment relations is an important characteristic in the organisation. It defines the
employee and employer relationship in a informal and formal nature that originate between
employee and management interaction in the working situation. Managers of Marriott hotel
should be maintain good relation between workforce and management as it encourage
employees, improve their productivity and morale and motivates them. In hospitality industry,
employee relation in current state is satisfactory(Dhar, 2015) . In service industry, effective
relation between workers and management concerning formation i.e. collective bargaining,
structure, disciplinary and grievances procedures, conflict and involvement management,
employee participation, culture etc. is essential. The component that help in maintaining
effective employment relations are as follows:
Employee participation: Employee participation is an activity where subordinates are
include in decision making process. It is a part of an activity of empowerment in the company's
workplace. In this involve decentralising power to the employees decision makers. Managers of
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Marriott hotel should be manin effective relation between workers and employers. Employee
participation help to human resource managers to maintain effective employment relation.
Grievances and disciplinary procedures: Managers of this hotel should be established
a problem solving team for solving the grievances and issues of workers(Hoque, 2013) . They
give freedom to their workers to put complaints and issues in a box then problem solving team
try to solve all those issues and grievances of employees.
Collective bargaining: In this workers make their own unions and make a leader of their
union which is represent itself on behalf of the entire union in front of company and put their
needs in respect to working hours, wages and other issues. In Marriott hotel, workers union
bargaining with their company's managers for fulfilment of their needs and demands. This
company also provide suitable results and setting up their demands for manage workers and their
relation in the organisation.
Culture: Every organisation have their own culture and norms which is very essential to
maintaining effective employment relation in the organisation. If the values and culture of
Marriott hotel is effective, they give attractive and flexibility reward system to workers to
encourage their moral power. If the culture and procedures are strict then it creates fear of
penalty among employees and demotivate them. Marriott hotel provide flexible work culture in
which employees are perform effectively which is leads to good employment relations in the
company.
2.2 Discuss how employment law affects the management of human resources in a selected
service industry business
Employment law and legislation help in secure the interest of employees and manage
relationship with its employees, trade unions and government. It governs the relationship
between workers and employer(Lee, Lee and Kang, 2012) . The duty of employment law is to
assure that it determines who cannot and can be employed , how employees are treated and how
they offering a job and minimum conditions and terms under which they can perform. There are
different employment laws that should be followed by Marriott hotel which are as follows:
Equal Opportunities Act: Equal opportunities act prohibits favouritism among workers
on the grounds of disability, religion, caste, culture, age, colour etc. The Marriott Hotel should be
followed this Act for eliminate the discrimination in the company. This company should
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maintain the employment relation and satisfy employees by treating all workers to equally and
motivate them to achieving objective and goals of the business.
Employment Rights Act: Employment right act reflects the rights of workers and
provide power them about use their rights in the organisation(Muduli and et. al., 2013) . The
impact of this act within the Marriott Hotel would be on wages, leave provisions and working
hours etc. Human resource managers of the Marriott Hotel should be communicate all the
informations about working hours, leave, wages etc. clearly to the workers and give them job
security during leave.
Employment Relations Act: Employment relations act is a structure for employers and
unions to discuss and get into joint agreements. This act within the Marriott Hotel can be
beneficial in achieving worker's trust towards company which is provide job protection and
satisfaction to the employees.
Contracts for employment and their termination:
In this contract involve various condition in respect to ill health, retirement, paternity and
maternity rights, parental leave, arbitration services, dismissal, resignations, redundancy
procedure etc. Contract can be two types limited and unlimited contract. Limited contract has a
fix period of time and unlimited contract can only terminated by notice giving by the managers.
A effective process is followed for termination and it can be done through worker and employer
for legal reason. The Marriott hotel's managers should carefully evaluate all conditions and terms
and specify clearly to applier before giving job letter(Nickson, 2013) . This provision aid to
fulfilling the job role of both workers and employers.
TASK3
3.1 Discuss job description and person specification
Recruitment refers to generating application for vacant position and selection refers to
choosing the best candidate from large number of applicants who is suitable for a specific job.
Factors affecting recruitment
There are different factors which affect the process of recruitment. These are as follows:-
 Internal factors- Those factors which are present within an organisation and affect the
process of recruitment is known as internal factors. These factors includes recruitment
policy, size of a firm etc.
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 External factors- Those factors which are outside the organisation and affect the process
of recruitment is known as external factors(Rai and et. al., 2012) . These factors includes
different laws imposed by government, taxation policy, unemployment rate, etc. In
context of Marriott Hotel, labour law make a large impact on the process of recruitment.
Job Description
It is a written statement of a particular job which include scope, responsibilities, duties
and purpose of a job along with location and job title. It present a clear picture about the vacant
position in an organisation.
Job Description
Name of organisation: Marriott Hotel
Name of Department: Customer service department
Job Title: Customer Care Executive
Report to: Manager
Job Summary: In hospitality industry, customer service executive helps to visitors in booking,
pricing, checking availability and other requirements of clients. They deals with visitors and
helps them for having a great experience before they stay.
Duties and Responsibilities:
 Enquiry of customers regarding the choice of food and hotel staff helps to take care of
them.
 Collecting customers feedback about hotel services.
 Managing visitors luggage and other goods.
 Receiving customer's calls about checking availability and confirming reservation.
 Deliver best service to their clients.
Qualifications:
 Minimum age should be 18 years.
 Better communication in both verbal and written.
 Able to work in any shift.
Job specification
It is a statement of qualification and characteristics of an employee which is required for
a performance of a particular job(Renwick, Redman, and Maguire, 2013) . It include the
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knowledge and skill of a perform which is essential for doing a job in an organisation. It is
derived from job analysis. Example of job specification is given as under:-
Person Specification
Candidate who is able to fulfil below mention criteria, will eligible for vacant post:
 Age should be 18-30 years.
 Candidate should have degree of hotel management.
 Experience is not mandatory but if candidate have experience then get advantage in
interview process.
 Candidate must have ability to handle customers service by maintaining professionalism
in organisation.
3.2 Compare the selection process of different service industries businesses
Selection process refers to selecting the best suitable candidate from the large number of
applicants for an empty post within an organisation. Candidates are selected by different round
of selection procedure such as aptitude test, technical round, final interview etc.
Selection methods and practices
Selection process and methods are depends on organisation. It can vary in various firms.
Human resource management of Marriott Hotel can use different methods to hire a qualified
employee such as primary screening, telephonic interview, aptitude test, technical round,
personal interview etc. Description of these are as follows:-
Presentation- At the time of selection applicants may asked to give presentation in front
of a panel in which managers identify their presentation skills that is important for the job in
hospitality industry(Santamaría, Nieto and Miles, 2012) .
Technical round- To identify the technical skills of a person this round is conduct either
as a written test or in terms of practical round.
Psychometric test- This is the most effective technique to identify the personal attributes
of a candidate. It helps to analyse the behaviour and personality of person which indicates that
candidate is suitable for a job or not.
Interviews- This is the final round of selection process. It is very common in every
sector. In order to identify technical as well as soft skills of a candidates, interviews are
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conducted. It give the best result about a person that they are fit for a vacant position or not in an
organisation.
Comparison between selection process of Marriott Hotel and British Airways
 Marriott Hotel place their vacancies on the official website whereas British Airways
recruit their candidates from both on official website and recruitment agencies.
 In Marriott Hotel applicants have to fill a questionnaire and give a online psychometric
tests while in British Airways candidates have to give a presentation and a situational
judgement test.
 After qualifying all the tests and interviews, Marriott Hotel select candidates and offer the
vacant position while in British Airways, selected employees get training before posing
on a specific job.
TASK 4
4.1 Assess the contribution of training and development activities to the effective operation of a
selected service industry business
Training and development is a essential function of human resource management that
render different benefits to both employees and the organisation. Training is a learning activity
which is provided by the enterprises in respect to increase capabilities and knowledge of its
employees. Development is helps to people in their future growth. The managers of the Marriott
Hotel assure that training is providing to the subordinates for increasing their competencies and
they able to perform their work in well manner. The overall success and growth of service
industry depends upon its manpower(Talib, Rahman and Qureshi, 2013) . So, it is important to
this hotel to provide effective and best training to their employees in which it assists them in
enhancing their knowledge and ability which is helpful for business in rendering best services to
its consumers. This is affect the operations of business in positive and effective way and support
to enhancing profitability and productivity of the company. Human resource management of the
Marriott Hotel provide various kinds of training to their workers such as technical skills,
economic skill etc. which aid in developing technical quality and knowledge of workers and
modify them to provide best services to the customers and maintain systems effectively.
The Marriott Hotel is a services provider business, where is high requirement of giving
training to workers. Training is an essential function of enhancing efficiency and productivity of
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workers that helps to business in increasing profits and sales(Vomberg, Homburg and
Bornemann, 2015). It widely contribute in enhancing effectiveness of business process of
Marriott hotel and leads the business towards high success and growth. Competent and skilled
workforce provides competitive benefit to the business in market over its competitor.
Difference between training and development:
Training Development
Meaning Training is an activity which is
increasing the knowledge and
quality of the employees
according to their job.
Development is a educational
activity in which individuals of
an enterprise learn and grow.
Focus on It is based on present period of
time.
While it is focus on future.
Term It is a short-term process. It is provided for long period
of time.
Number of individual It is giving to various numbers
of workers.
While it is majorly focus on
single person.
Aim Particular work related. Conceptual and broad
knowledge.
Objective Its main aim is to better the
performance of the persons.
While its aim is to growth and
develop their employees for
future demand and challenge.
CONCLUSION
From the above given report, it can be summarised that human resource management is
an essential element of every business that contribute in success and development of the
company. Its main purpose and role is coordinating people within the company and create a link
between management and employees of the organisation. Their different function are
recruitment, development, formulating policies, workforce planing etc. for effective growth of
the business. Human resource plan is very important to identifying the demands of business and
forecasting the supply and demand to satisfy the customer's needs and demands. Human resource
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management should maintain good and best employment relation in the organisation for establish
the healthy environment in the company. Different laws and legislations are needs of any
organisation to protect the interest and rights of the employees. Different selection method is
essential for choosing the right candidate for the company. Training and development enhancing
the performance of employees and they give better performance of work and increase the
productivity and profitability of business.
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REFERENCES
Books and Journals:
Armstrong, M. and Taylor, S., 2014. Armstrong's handbook of human resource management
practice. Kogan Page Publishers.
Boella, M. and Goss-Turner, S., 2013. Human resource management in the hospitality industry:
A guide to best practice. Routledge.
Bon, A. T. and Mustafa, E. M., 2013. Impact of total quality management on innovation in
service organizations: Literature review and new conceptual framework. Procedia
Engineering. 53. pp.516-529.
Cho, D. W. and et. al., 2012. A framework for measuring the performance of service supply
chain management. Computers & Industrial Engineering. 62(3). pp.801-818.
Collings, D. G., Wood, G. T. and Szamosi, L. T., 2018. Human resource management: A critical
approach. In Human Resource Management (pp. 1-23). Routledge.
Dhar, R. L., 2015. Service quality and the training of employees: The mediating role of
organizational commitment. Tourism Management. 46. pp.419-430.
Hoque, K., 2013. Human resource management in the hotel industry: Strategy, innovation and
performance. Routledge.
Lee, S. M., Lee, D. and Kang, C. Y., 2012. The impact of high-performance work systems in the
health-care industry: employee reactions, service quality, customer satisfaction, and
customer loyalty. The Service Industries Journal. 32(1). pp.17-36.
Muduli, K. and et. al., 2013. Barriers to green supply chain management in Indian mining
industries: a graph theoretic approach. Journal of Cleaner Production. 47. pp.335-344.
Nickson, D., 2013. Human resource management for hospitality, tourism and events. Routledge.
Rai, A. and et. al., 2012. Interfirm IT capability profiles and communications for cocreating
relational value: evidence from the logistics industry. MIS quarterly. 36(1). pp.233-262.
Renwick, D.W., Redman, T. and Maguire, S., 2013. Green human resource management: A
review and research agenda. International Journal of Management Reviews. 15(1).
pp.1-14.
Santamaría, L., Nieto, M. J. and Miles, I., 2012. Service innovation in manufacturing firms:
Evidence from Spain. Technovation. 32(2). pp.144-155.
Talib, F., Rahman, Z. and Qureshi, M. N., 2013. An empirical investigation of relationship
between total quality management practices and quality performance in Indian service
companies. International journal of quality & reliability management. 30(3). pp.280-
318.
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
Human resource management. 2016. [Online]. Available through:
<http://www.yourarticlelibrary.com/hrm/human-resource-management-functions-managerial-
operative-and-advisory-function/27995/>. [Accessed on 22nd November 2017].
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