Human Resource Management in Hospitality Industry

This assignment details the importance of human resource management in the hospitality industry. It highlights the need for proper training to increase employee productivity and profitability. The HR department is advised to use person specifications and job descriptions to make recruitment easier. The document also references various books and journals on human resource management, including Armstrong's Handbook of Human Resource Management Practice and Human Resource Issues in International Tourism.

Human Resource

Table of Contents
INTRODUCTION...........................................................................................................................................3
Task 1 &2.....................................................................................................................................................3
Covered in PPT........................................................................................................................................3
TASK 3..........................................................................................................................................................3
3.1 Person specification and job description .........................................................................................3
3.Example of personal objectives Selection process in different service industries................................6
TASK 4..........................................................................................................................................................7
4.1 Importance of training and development in service industries.........................................................7
CONCLUSION ..............................................................................................................................................8
REFERNCES................................................................................................................................................10

INTRODUCTION
Human resource management refers to the strategic approach that aims towards effective
management of employees working with in within the organisation so that they support in
achieving the competitive advantage. This report is about Holiday Inn which is a global hotel
brand that provides accommodation related services worldwide and headquartered in United
Kingdom. This assignment contains a detail description about the role and purpose of HRM in
service industry and HR plan for analysing the supply and demand. Further it explains about
employment relations and impact of employment law over the management of human resource
(Armstrong and Taylor, 2014). It also includes job description and personal specification along
with the comparison between selection processprocesses of two hotels. At last it describe about
the contribution of training & development activities for effective operations.
Task 1 &2
Covered in PPT
TASK 3
3.1 Person specification and job description
In every organisation employees are needed to perform various roles and responsibilities
for a specific job. There are various vacant positions or jobs in the hotel industry. In Holiday Inn
hotel, to fill these vacancies job description and person specification are required. Both of these
help in finding appropriate candidate for the desired position according to required skills,
education and qualifications.
Job description:- Job description is a written statement which includes general work,
related duties or responsibilities for a particular position (Baum, ed., 2016). It also involves
qualifications and skills which are essential for the candidate applying for the position in the
organisation. In Holiday Inn hotel the HR manager uses job description for the recruitment, in
order to provide information or requirements regarding job profile, and utilised at the
presentation management operation to measure the individual's action against the statement.
Example of job description

Organisation: Holiday Inn hotel
Department: Customer service department
Job Title: Customer service executive
Job Location: London
Working conditions : 8 hours
Job Summary
Holiday Inn hotel have urgent requirement of customer care executive. They assist in providing
customer services in hotel such as booking, pricing, other customised requirements and checking
accessibility status. They handle the customers and attempt to make best experience for them.
Role and responsibilities
1. Managing customer calls, in order to check convenience and confirming the reserve
status.
2. Providing information related to different tourist destinations in hotel.
3. Undertaking the customer losing of their luggage and some other goods.
4. Providing customer response on hotel services.
5. Determining customer needs regarding food and serving them effectively.
Person specification:- Person specification involves skills, education, qualifications,
knowledge, experience and various attributes which are required for a candidate in order to
perform roles and responsibilities of a particular job. In context to Holiday Inn hotel it is an
essential component of the recruiter's tool case. It helps the HR manager in communicating about
the characteristics which are in demand for the abstract candidates. It is used because it makes
interview more easier and refined (Bon and Mustafa, 2013). With the help of person specification
the recruiter can easily find out desired individuals according to their requirements. It avoids
partiality, bias and individual interest which hap problems in recruitment process.
Example of person specification

Attributes Essential criteria Desirable criteria
Position Customer service executive Providing customer services.
Experience and knowledge  Knowledge of how to
deal with customers in
hotel.
 Effective
communication skills
to manage customers
on telephone or face to
face.
 Perceptive of
delivering excellent
services in hotel
industry.
Experience in front-line client
services.
Skills and capabilities  Capable of providing
effective services to
customers.
 Providing specific
attention to customers.
 Time management
skills.
 Good communication
skills.
Equality Applicant must have
understanding of allegiance

and acceptance.
3.Example of personal objectives Selection process in different service industries
Selection refers to the process of attracting, screening and then placing the candidate with
required skills and capabilities over the vacant position available within the organisation
(Chatterjee, 2013). This is one of the more crucial functions of an HR manager where they aim
toward placing right person at right place. Holiday Inn is a British owned hotel chains which
operates its business all around the world and is best known for its satisfactory customer
services. Main reason behind this high skilled workforce is the efforts that Human resource
manager make for placing right person at right job. Following steps describes about the selection
process followed by Holiday Inn:
 Selection process start up from placing advertisements over official website and other
recruitment sites for attracting applicants.
 Then screening of available application is done for selecting the candidates with required
skills, qualification and experiences (Collings, Wood and Szamosi, 2018). These selected
candidates are then called for interview.
 After clearing the interview round, candidates are sent for oral as well as written test and
then send for probation period which is generally of 3 months.
 After selecting from probation period their background as well as references are verified.
 Once all the information provided by candidates are being verified then offer letter is
being handed over to them.
But apart from this Hilton is also one of the best know global brand which provide
accommodation services to customers worldwide and provide the toughest competition to
Holiday Inn, as it assist in maintaining a highly skilled and competent workforce through out
their hotels present at different locations (Flamholtz, 2012). Human resource department of
Hilton follows number of step which consists of several tests that an applicant has to clear in
order to get job in this hotel. Following are the steps involved in selection process of Hilton:
6. Selection process starts by placing an advertisement over different sources to inform and

attract candidates for job. Hilton hotel also maintain a contact with management schools
for hiring the fresh talent in it.
7. After attracting applicants their information are being analysed for selecting the
candidates with required experience and skills.
8. These selected candidates are then called for employment test such as aptitude test,
situational test.
9. After clearing these tests, candidates receive calls for personal interview and after passing
this their background is being verified.
10. After this selected candidates are sent for medical test and then offered with job letter.
TASK 4
4.1 Importance of training and development in service industries
Training and development is an integral and main responsibility of human resource
management. It emphasize on improving individuals skills, talent, efficiency and productivity by
executing various training programmes in the organisation. In context to Holiday Inn hotel,
training play a vital role, as it helps employees to perform daily operations effectively and
efficiently (Hoque, 2013). It assistassists employees in dealing with customers in effective
manner. Training and development play an important role in growth and success of an
organisation. It is very important and it has different benefits, some of them are discussed under.
Organisation performance:- Training and development is necessary in Holiday Inn
hotel, to improve individuals skills and talent. The HR manager provide manager provides
appropriate training to employees, so that organisational performance can be improved. It assist
in sustaining for a long time in the hotel industry. Along with this it minimizes resources wastage
like efforts and time.
Productivity:- One of the best advantage of training is it help in increasing employees
productivity. In context to Holiday Inn hotel executing various training programmes will
improve workers skills, qualification, attributes, etc. As a result effective skills maximize
employees productivity and it lead in performing them better.
Organisational quality:- The main objective of training is to make best use of

individuals skills, knowledge and attributes. In context to Holiday Inn hotel the HR manager
conducts training of all employees to improve quality of both workforce and organisational
operations. It assist in maintaining effective services to customers in hotel industry.
Team spirit:- Team spirit is considered to be an important element in hospitality industry.
In context to Holiday Inn hotel it assist in performing daily operations effectively (Jiang and et.
al., 2012). The HR manager gives proper training to workers, because having team spirit among
them will example of personal objectives motivate them to work together and attaining
prescribed objectives efficiently.
Health and safety:- Along with all these benefits training and development also provide
various regulations regarding safety or health at the time of job. In Holiday Inn hotel it assist
employees in knowing about the precautions to be taken and adopting the rules for their safety
while performing daily operations in the workplace (Nickson, 2013).
CONCLUSION
From the above project report it is concluded that human-resource-management is
important component in any organisation. It performs various roles and responsibilities in the
hospitality sector. Human resource planning is essential to determine requirements of resources
on the basis of demand and supply. Further employment relations are vital element, in order to
improve organisational performance and employees productivity. Various act related to
employment legislations protect employees from unfair practices in the organisation and impacts
human resource management in various ways. Furthermore, person specification and job
specification help in selecting appropriate individuals for a specific job. It make recruitment
process easy. Selection process of various service industries assist process of various service
industries assists different methods of choosing employees according to their requirements. By
various selection techniques the organisation get organisation gets desired individuals and
results. Training and development programmes contribute in several ways, as they provide many
benefits and improve employees performance in hospitality industry.
Recommendation:- In Holiday Inn hotel the human resource management should perform
their roles and responsibilities effectively. It must make efforts to maintain good relations in the
organisation by executing employment relationship programmes. They should follow rules and

regulations of employment laws for proper running of their business in hotel industry. The HR
department can use above described selection process to recruit right candidates. They can use
person specification and job description to make recruitment process easier. Aprt with this the
HR manager must provide proper training to employees to increase their productivity and
profitability in the hospitality sector.

REFERNCES
Books and journals
Armstrong, M. and Taylor, S., 2014. Armstrong's handbook of human resource management
practice. Kogan Page Publishers.
Baum, T. ed., 2016. Human resource issues in international tourism. Elsevier.
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.
Chatterjee, S.R., 2013. Human resource management in India:‘Where from’and ‘where to?’. 
Strategic Human Resource Management at Tertiary Level, p.49.
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.
Flamholtz, E.G., 2012. Human resource accounting: Advances in concepts, methods and
applications. Springer Science & Business Media.
Hoque, K., 2013. Human resource management in the hotel industry: Strategy, innovation and
performance. Routledge.
Jackson, S.E., Schuler, R.S. and Jiang, K., 2014. An aspirational framework for strategic human
resource management. The Academy of Management Annals. 8(1). pp.1-56.
Jiang, K., and et. al., 2012. How does human resource management influence organizational
outcomes? A meta-analytic investigation of mediating mechanisms. Academy of
management Journal. 55(6). pp.1264-1294.
Marchington, M., and et. al., 2016. Human resource management at work. Kogan Page
Publishers.
Nickson, D., 2013. Human resource management for hospitality, tourism and events. Routledge.
Yang, Y.C., 2012. High-involvement human resource practices, affective commitment, and
organizational citizenship behaviors. The Service Industries Journal. 32(8). pp.1209-
1227.
Buller, P.F. and McEvoy, G.M., 2012. Strategy, human resource management and performance:
Sharpening line of sight. Human resource management review. 22(1). pp.43-56.
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.
Tang, T.W. and Tang, Y.Y., 2012. Promoting service-oriented organizational citizenship behaviors
in hotels: The role of high-performance human resource practices and organizational
social climates. International Journal of Hospitality Management. 31(3). pp.885-895.