Human Resource Management in Service Industries

This assignment provides a detailed analysis of human resource management in service industries. It covers topics such as job description and specification, selection processes, and training and development activities. The report also discusses the impact of high-performance work systems, organizational service orientation, and customer-related social stressors on employee reactions and service quality.

Human Resource Management
for Service Industries

INTRODUCTION
Human resource management is defined as the strategic approach for effective management
of an organisation which helps business to achieve competitive advantage. It is the process of
hiring, selecting and managing employees of an organisation and also known as HRM or HR.
The given assignment is related with British Airway which is largest airline company in
United Kingdom. It was founded on 31 March 1974 at Harmondsworth. Here will discuss
about Human Resource Management (HRM) and its importance in context with British
airway. Also the external environment should be evaluated by company for the success (Lee,
Lee, and Kang, 2012). There are various legislative laws made for service industry which
should be followed and it effect on employer. The employment laws also affect to HRM
should be studied. The employer should be made aware about job description and profile of
job and accordingly appointed. The discussion is also includes about of importance of
training and development activities require in company.
TASK 1
1.1 Role and Purpose of Human Resource Management
Human Resource Management is the process of recruiting, selecting and managing people
of organisation. It is use for describing employees’ management within company. It is
also called HRM or HR. There are three main responsibilities of human resource manager
which are: employee compensation and benefits, staffing and designing work. It mainly
focuses on system and policies of an organisation. Its purpose is to achieve success with
the help of staff. Every business requires HR for the sustainability. It also includes
planning personnel needs, job analyses, benefits & incentives, orienting & training,
resolving disputes, evaluating performance. HRM plays significant role in service
industry for management of employees. The role and purpose of HRM in British Airway
are as follow:
Human Resource Planning
It is the responsibility of human resource manager to select the best resource for the
organisation. Here the company is airline which requires airhostess, ground staff and
pilot. The planning is done as per forecasting techniques such as number of required
person, employees on leave and others services. The planning depends upon the scale and
nature of the industry. It helps in achieving the result for organisation.
Recruitment and Selection
The success depends upon quality service provided to customers. The HR department
helps in selecting suitable candidate for company like qualified personnel. The main
purpose of recruitment is to attract large number of candidates for job vacancy. It can be
done by help of newspaper advertisement, campus drive, etc. After recruitment, the next
step is selection which is done through interviews, aptitudes, and tests for selecting right
candidate for given post. It is necessary to appoint the best and skilled staff for vacancy.
Employees Compensation and Perks
The HR department should design compensation and perk for their employees in British
airway. This helps in motivating staffs and workers. It should be made as per the
company’s standards. It helps to work for goals and objectives of industry (Hoque, 2013).
It is importance for every employer and employee to get benefits from their workplace.
Training and Development of Employees

Here, the HR department of British Airway to arrange training and development
programmes for their employees to improve and enhance knowledge and skills according
to recent trends. On regular basis different workshops and training sessions should be
arrange for staffs. They should also ensure whether worker is competent and technically
skilled for promotion.
Performance Management
The HR should develop system for performance management and motivate staff to
perform better. British Airway keep looks on career planning of employees. The
performance should be checked on frequent basis and improvement should be done
accordingly (Husin, S.Chelladurai, and Musa, 2012).
Employee remuneration
In British Airway, remuneration is managed and decided by human resource
management. The policies regarding remuneration should be formulated by HRM
department among employees. The internal and external factors are considered before
remuneration. The external factors can be labour law, economy, labour rate and internal
factors are performance, job evaluation and job specification. There are certain methods
for remuneration according work profile they are paid for example guards and cleaners
are paid as per hour or daily basis wages.
1.2 Human resource plan based on analysis of supply and demand
The first step is human resource planning for organisation and second stage is analysing
demand and supply of human resource which forecast skills required in future. Human
resource planning helps in selecting right employees for right work with effective skills.
Here, demand and supply is analysed for future requirement. Demand is the prediction of
employees in future which can be quality and quantity term. Similarly, supply is the
availability or capacity of employees in British Airway. With the help of current scenario it
can be analysed future needs at British Airway. It is important to view market as well as
business about requirement of employees. After analysing the need of employees,
management decision took place which should be fulfilled through external and internal
sources. In British Airway, through help of external sources which includes advertisement at
newspaper& magazine, interviews at colleges and employee referral recruitment is done.
Also with help of internal sources which includes promotions in departments, internal
advertisement and transfers the gap between demand and supply is fulfilled. This source is
supervised by top management in order to prevent discrimination in organisation. Airline
sector need more number of employees as it provides services to the consumers in flight from
entrance to exit. After requirement of staffs British Airway analyse matching need of demand
and supply. When there is less supply of worker gap should be fulfilled by company with
hard effort to manage deficiency. Similarly when there is less demand and supply is high the
management need to manage employees accordingly. It is British Airway management
responsibility to implement demand and supply action plan. Sometimes it depends upon
season or festival time. In winter or summer more staff required to provide service to visitors.
In that point of time management should manage this demand and supply need so that loyalty
and goodwill can manage (Jung and Yoon, 2013).

2.1 Current state of employment relations in service industry
The regulation of employment relationship among employer and employee both individually
and collectively and determining issues and conflicts at workplace is called employment
relations. There should be good and peaceful relationship among worker at working in order
to achieve goals and objectives of company. The balance between need of employer and
employee gives good relationship which maximum productivity, more pleasant working
environment, opportunities and job satisfaction. Every company need good relationship with
their employees and staff for achievement of results (Wu and Ko, 2013).
Nowadays airline industry is the largest in global market. It is within the business
environment which keeps on changing because of high increase in technology and
competitiveness among each others. People of organisation always remain the important
factor because frequent changes in technological is adopted by them for the business. This is
the reason for the employment relations in an organisation. The advantages of wealthy
relations with employers help in increasing productivity and problem solving is easier. Also
extra information and support is provided for staffs and unions on circumstances which occur
in workplace and environment.
British Airway is the largest airline company in the United Kingdom which flying to 550
destinations worldwide. Since from incorporation of this, market share and company
development took place over the years. In order to avoid industrial actions, disputes, strikes
in the company good employment relations should be maintained. Here, British Airway has
not only maintained and developed harmonious relationship with its employee but hit
company’s future growth in market among competitors.
In present scenario, British Airway has faced disputes because of cutting jobs for staff
contracts in order to cope crisis of global market. When telegraph online web page invented
cabin crew staff were unhappy because of cost cutting, reducing wages, re-structuring
contracts. But company made negotiations for business as well as employees (Choi and et.
al., 2014). The following practices which British Airway adopted for high performance and
healthy workplace are:
Implementing new capital and technological development for increasing performance
Developing human capital which increased skills of employees and customization of services
Engaging of staffs in solving issues and improvement
For knowledge sharing and coordinating work, social capital has built.
Researching helps in new technology, quality, and efficiency improvement.
2.2 Employment law affecting management of HR
There are number of acts made by government for welfare of employees at work place. The
impact of employment laws in human resource management are described as below:
Equal employment opportunity

This law is related with equal employment opportunity for all employees working in British
Airway irrespective of any discrimination on basis of caste, religious, sex, color. This helps in
prevention of harassment and victimization. All should be given equal right and chance
which helps in development and success of firm (N and Kline, 2013). This also helps in
motivating existing and new staff to join organisation.
Equal pay
This law is related with equality act which means both men and women should be paid
equally without discrimination. The pay depends on knowledge and skills of employees but
on the gender basis. British airway follows this act in order to motivate their worker for
achieving result of company. If all organisation follows this act then there will be not be any
discrimination and inequality.
Human Rights act
The act which give freedom of thought and expression to all people of organisation as well as
country. It is also included in constitution of India which help worker to present their views
and expression. British airway also provides this right to their staff for achieving goals and
objectives of business. This encourages and motivates a lot to worker to work effectively and
efficiently.
Recruitment laws
This provision has made to describe minimum criteria to recruit employees for airline
industry. This is especially for higher post as pilot or manager. This helps in getting right
candidate for the required profile. This removes discrimination because of minimum set
qualification. British airway requires skilled, knowledgeable and experienced candidate for
the organisation to work effectively.
Health and safety act
This act is very important for all types of organisation. Every company need to follow health
and safety act for their employees. British Airway should check all the equipment and
aeroplane before flying in order to protect their employees and health. Every staff needs
proper health and safety environment for working (Tang and Tang, 2012). The hazardous
substances should be avoided and hygiene should be provided.
TASK 2
3.1 Job description and person specification
Job description and person specification
Job description is type of document which describes duties, task and responsibilities of given
position. It specifies qualifications, skills, salary of an employee. It is developed after
conducting job analysis includes examing tasks which need to be performed. It is also known
as terms of reference and form person specification. It is also used in recruitment process by
HR. It is very important for all types of company to know exact roles to be done in
organisation. British Airway also need this to aware its employees about profile to be done in
organisation. It helps them earlier about all works to be done. Person specification means
qualities, skills, knowledge of candidate about particular field in which performance is best.

There are various department in British Airway inorder to perform activities of those
specialist required. As per British Airway, pilot profile is vacant which is described as below:
Job Title Pilot
Department Airline
Airway Spice Jet
Term Three years at the beginning, extended till retirement
Salary $45000 to $60000 per months with benefits
Expected Duties
to be performed
To travel for an average of 240 days in a year
To know local language and English
To coordinate with high authority
To monitor each and every equipment inside flight before taking off.
To take additional responsibilities when required by high department.
To take care of all passengers while travelling
To wear all caps, phones while flying
To have capacity in taking risk.
Experience 3-5 years in particular field
Equivalent
degree for pilot
Excellent communication skill
Bachelor or Master in Aeronautical engineering
Able to work in team
Thus, above is the job description along with person specification required for the profile of
pilot in British Airway to make work easy and simple. This helps in achieving result of the
business (Psychogios, Atanasovski and Tsironis, 2012).
3.2 Selection process of different service industries business
Selection is process of selecting suitable candidate for the given post or profile in an
organisation. The candidate is selected on the basis of knowledge, skills required by company
for particular profile. It begins with recruitment plan. As selection process is expensive but if
it select right person for right job at right time might reduces cost. The selection process for
different service industry business is described below:
For healthcare service industry,
The selection process in synergy healthcare in UK industry begins by invitating candidates
for vacant post through help of uploading curriculum vitaes on website or offline. After that
the candidates asked for interview and depth is taken by panel which is in two forms. First
can be screening of the applicants or basic questions asked by panel and second is depth
interview which can be long period of time to know more about knowledge of candidates.
There are some written tests which may vary from one to another organisation. After all this,
psychometric test is taken by company and if it clarifies then called for group discussion in
synergy health care. At last reference checking is done and selected or become part of
organisation. After selecting the candidate is send for attending training and development
program to improve and enhance knowledge and skill (Lu and et. al., 2015).
For Airline service industry
The selection process at British Airway is firstly candidates are called for the vacant profile.
The candidate has to upload resume through its website or offline and after screening is done.
After the candidates with maximum criteria are selected. After screening candidates are
called for interview process which can be in two phase. The first phase is about general

questions to check communication and interpersonal skills by panel and second phase is
about depth knowledge of particular field. After this telephonic is conducted by management
to know conversation skills of candidates and other tests such as situation, financial analysis,
computer, organisational. After completion of all test, reference is checked and finally offer
letter given to selected candidates (Beuren, Ferreira and Miguel, 2013).
As all process of selection in different industry starts from recruitment and ends with training,
development and induction but some tests and depth knowledge is checked in between these
two. If all criteria are fulfilled then final selection took place.
TASK 3
4.1 Contribution of training and development activities to the effective operation of service
industry
Training and development is the part of an organisation which enhances and improves
performance of groups and individuals. Training is the educational process sharpening skills,
changing attitudes, concepts and gaining more knowledge. The company’s performance can
be improved by providing good and efficient training to their staffs. With the help of training
individual can learn about new technology, methodology, information and refreshment of
existing knowledge and skills. Sometimes training is confusing with development as both are
different in circumstance. The opportunities for created for employees through development
which is long and short term in nature. Through training, employer can know about staff
development and accordingly assigned works. The major difference between training and
development is that training focuses on current staffs needs or competency gaps whereas
development is for preparing workers for future responsibilities and assignments (Training Best
Practices and Organizational Success. 2018). Thus, British Airway also needs training and
development programmes for improving workers and company as well. The contributions of
this are as follows:
Increased productivity
Every organisation work for profitability and productivity with the help of manpower
performance took place. British Airway also conducts training and development activities for
employees to achieve maximum result through help of increased productivity (Lashley,
2012). Thus, it is required in every business for success and sustainability. The increased in
output leads to profit which also increases goodwill of firm in market.
Less supervision
If proper training provided to employees then less supervision required. As they became
aware about responsibility, roles and duties so easily can do work. This helps in increasing
and improving performance of staffs. Every employees of British Airway should be provided
training related to work on regular basis for enhancing knowledge and skills. This helps new
comer to take assist from existing one.
Job satisfaction
Every employees work for money and knowledge increment which leads job satisfaction. It is
very important contribute from training and development to satisfy their customer as well as
staff. Company run with the assist of worker if they are satisfied goals and objectives can be

achieved easily which leads to success and sustainability. Thus, it is significant among all
other factors for any type of business (Montague, 2013).
Skills development
Skill development means enhancement of skill and knowledge of the employees. Through
help of training and development individual can easily develop existing and new skills, talent
required in an organisation. Thus staff should learn and became part of training to develop
more and more skills to improve themselves. British Airway also provides and conduct
program for staff welfare which ultimately bring result for company (Mok, Sparks and
Kadampully, 2013).
CONCLUSION
From the above mentioned report it can be concluded that every organisation requires human
resource management. It talked about roles of HRM in British Airway and human resource
plan for demand and supply of airline industry. The demand and supply of staff is forecasted
and gap is fulfilled through internal and external sources. It also discussed about employer
and employee relationship in workplace. There are various laws and act which company need
to follow for their workers benefits and achievement of results. The file has covered current
employment relations at British Airway and improving any issues if found. The employment
law which directly affect management of HR. According to nature of company and scale the
employees are appointed and they should be made clear about job description and
specification. The report also discussed about selection process of different service industry
and contribution of training and development activities for business.

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