Human Resource Management in Hospitality & Tourism

Human Resource
Management in
Hospitality & Tourism

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
Job advertisement for the position of Bar Manager....................................................................1
TASK 2............................................................................................................................................2
Interview questions for recruiting Bar manager..........................................................................2
TASK 3............................................................................................................................................3
Execution of interview................................................................................................................3
TASK 4............................................................................................................................................5
Evaluation of the interview process with necessary suggestions for improvement....................5
CONCLUSION................................................................................................................................6
REFERENCES................................................................................................................................8

INTRODUCTION
Human Resource management refers to application of procedures and policies in the
organisation which alludes human resource working together in the team and groups. The
policies of HRM consists of recruitment, selection, personal development, career development,
maintenance and training (Baum, 2016). With the help of HRM the administration of the
company can effectively manage and control the workforce. It is beneficial to hire and select
well qualified employees who are important for the growth and development of the company in
appropriate manner (Human resource management, 2019.). In the hospitality and tourism sector
employees have direct contact with the customers of enterprise. The productivity of the company
highly depends on the performance of workforce. Pitcher and Piano company is taken for the
purpose of this study. It is situated in UK and is engaged in public houses and bars businesses.
Job advertisement is useful in attracting the talented individuals for filling the vacancy of job in
the company.
TASK 1
Job advertisement for the position of Bar Manager
Job Advertisement
Pitcher & Piano requires an individual for managing the bar section in the restaurant. It is a
private restaurant business which operates in United Kingdom and provides crunchy food,
cocktails, wines and desserts.
Position- Bar Manager.
Location- Birmingham, United Kingdom.
Age- Maximum age 35 years.
Application process- Applications should be submitted with resumes on the online website
www.pitcherandpiano.com before office working hours.
Salary- Salary varies from £24,165-£27,165 with bonus and perks as per the company rules and
policies.
Qualification-
 Higher National Certificate.
 Higher National Diploma.
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 Management degree in Hospitality and catering.
 Experience in management of restaurant and bar.
 Experience in handling computer applications.
Skills-
 Resource allocation & management skills
 Ability to solve the issues at the right time.
 Efficient communication and interpersonal skills.
 Ability to make decisions under pressure.
 Strong understanding in HR management.
 Excellent customer service skills.
 Willing to operate in peak time, considering nights, weekends and leisure time.
 Effectively assign responsibilities as well as maximize available resources.
Responsibilities-
 Managing the aspects of bar section, like keeping liquor license, discussing supplier
contracts, handling inventory, setting targets and managing budgets.
 Hiring and managing staff for providing excellent services to customers.
 Determine training and development need in employees and coach staff.
 Supervise hygiene and cleanliness in bar area.
 Ensuring quality and enforcing safety measures.
 Maintaining the enthusiastic and safe environment for clients.
 Solving the issues between clients and employees to avoid legal issues.
 Planning and implementing promotional events.
 Assuring the licenses are always updated.
Closing date- October 15,2019.
TASK 2
Interview questions for recruiting Bar manager.
Interview questions
1. Why do you need this job?
2. What knowledge do you have about this company?
3. What are the challenges you are searching for in this position?
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4.What are the essential qualities of a manager?
5. What management style you will adapt as a bar manager?
6. How do you manage failure in your daily life?
7. How do you evaluate success?
8. How long you will work for us if we hire you?
9. How would you do to resolve the conflicts between the staff members during peak load?
10. How would you engage staff in the company during shifts?
TASK 3
Execution of interview
Interviewer: Why do you need this job?
Interviewee: As it is the starting stage of my professional career I want to place everything in
the right place. A promising beginning encourages you to achieve great heights. The opportunity
offered by this company is enough for the fresher to head towards success. There will be growth
in my professional life by working between the team of experts. Right now this job is enough for
me to fly high and I feel that I am the needed talent for this bar manager position.
Interviewer: What knowledge do you have about this company?
Interviewee: Pitcher & Piano is one of the leading and rapidly growing hospitality company in
United Kingdom. The mission and vision statement of your company is very attractive and
exceptional. I know few of the employees working here, they are very happy to be the part of this
company. This place will be best for me to display my talents and skills.
Interviewer: What are the challenges you are searching for in this position?
Interviewee: I will be encouraged to perform effectively if the job is stimulating as well as
challenging. It should assist me in learning new concepts, develop my skills and utilise
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opportunities for the growth and welfare of the my inner strengths. I have the ability to meet the
requirements of the challenges and focus on the targets.
Interviewer: What are the essential qualities of a manager?
Interviewee: According to me a manager must possess leadership skills through which he can
motivate and encourage the staff to perform with fullest strengths. Along with this a manager
must have visionary skills to improve the performance of the team as well as company.
Interviewer: What management style you will adapt as a bar manager?
Interviewee: I will adapt my management style to the staff member I will be dealing during
work and as per the situation. As a fresher I feel that it is essential to handle every task
personally therefore, I will use high level of strictness and supervision in the performance of the
work. I will develop a team and communicate them clearly about their goals and responsibilities
for executing effective work in the company.
Interviewer: How do you manage failure in your daily life?
Interviewee: I do not take failure as a failure instead I learn from that experience and try to
evaluate the reasons of non-achievement and work on those things to avoid that mistake in the
future. In context of a manager, an effective manager handles failure by working on the factors
that resisted to success and building confidence in self and the employees.
Interviewer: How do you evaluate success?
Interviewee: I ascertain success as completing the tasks on time. My perception towards
achieving success is such that when the goals are accomplished on time success is automatically
achieved. I address all the opportunities that comes on my way as a medium for improving my
skills and knowledge. It also means accomplishment of desired visions and goals set for attaining
prosperity and wealth.
Interviewer: How long you will work for us if we hire you?
Interviewee: As I m fresher it will be advantageous for me to commence my professional life
from a reputed firm like yours. I will overlook to work for long duration if everything goes well
and as long as the company requires me.
Interviewer: How would you do to resolve the conflicts between the staff members during peak
load?
Interviewee: I will encourage the staff members to focus on the work and their performance and
at the same time will assure them that their issues will be resolved soon. I will make them aware
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of the incentives and bonuses they will get on successful completion of the tasks on specified
time.
Interviewer: How would you engage staff in the company during shifts?
Interviewee: The need of the staff depends on the visits of the customer. Therefore, I will
engage staff according to the appointments of the clients in the restaurant. More workforce will
be involved when there will be numerous appointments of the customer.
TASK 4
Evaluation of the interview process with necessary suggestions for improvement.
Interview was successfully conducted in the company Pitcher & Piano. The recruitment
method utilised for the position of bar manager attracted talented individuals towards the
company. Many candidates responded to the job advertisement of the firm through offline and
online ways. This interview process included three stages. They were: writing a job
advertisement, posting it on the different sources and scheduling the interviews. This interview
eliminated the feeling of personal biasses among the interviewers. It assisted in understanding
the personality of the applicant through the assessment of verbal, non verbal and face to face
communication. It was easy and manageable process. Interviewer clearly understood the
expectations of the job seeker for the job.
The interview process also included some shortcomings which can be improved through
implementation of new processes. Interview is important to select employees for the company
because there are face to face communication which is helpful to the management. Because they
get information and aware with the personality and competencies of employees, with the help of
interview process, they can get actual and clear information about the candidates and its
background and qualifications (Presbitero, 2017).
The weaknesses of the interview process were such that it is not possible to get greater
insights into the skills of the candidate through the questions and answers only. For example, In
interview, there is a drawback that in some organisations, the interviewer follows same pattern
questions which is not good for the company. Because the candidates aware with the pattern and
the applicant who have lack skills are selected. This create negative impact upon the growth and
development of the company (Boella, 2017).
Recommendations for further improvements-
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Debates- The Pitcher & Piano company should include conduction of debates among the
candidates to gain their practical as well professional perspectives. It identifies the strengths and
weaknesses of the job seekers. Topics are already decided by the management. The individuals
share their point of views on the topics (Grobelna and Marciszewska, 2016) . The result is
decided and the applicants with new and catchy views are selected for the further processes.
Skill tests- It is one of the effective means of identifying the individual's abilities. Skills
tests should be utilised by Pitcher & Piano to search for the best individual to fit in the vacant
positions. It enables to hire candidates who can cause innovation, customer satisfaction,
productivity and greater profits (Gibbs, MacDonald, and MacKay, 2015). The weaknesses in the
general interview process can be eliminated through this procedure.
Group panel- It is cost saving technique also utilised in interviews. Group panel can be
used by Pitcher & Piano to determine the contributions that a job seeker can make in the
company. It will also benefit the interviewee in understanding the job roles and culture of the
organisation. In this procedure many applicants are interviewed all together to identify eligible
candidates for the job position in the firm.
Presentations-The individual presentation can be also included in the interview process
by the Pitcher & Piano restaurant to make specific sense of job seeker's presentation skills,
knowledge and personality. It engages the overall applicants and make them to participate as the
audience. It is convenient process and do not take much efforts to implement (Nieves and
Segarra-Ciprés, 2015). The company do not need any professional to take interviews and hence,
it saves the money of the firm.
CONCLUSION
From the above study it can be summarised as Human resource management is required
to ensure the accessibility of a competent human capital who is willing to contribute for the
success of the organisation. HRM assists the company in managing the resources and utilising it
fully to achieve the productive goals. Recruitment is the function of HR manager that looks after
the requirement of the manpower in the organisation. In recruitment and selection of well
qualified employees the management of the organisations can use different methods and tools
like interview, personality test, aptitude test and others. Interview is an crucial method because
with the help of it, management can directly interact with the 9interviewee.It is necessary to
retain the employees to decrease the employee turnover and manage the operations of the firm
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effectively. Job advertisement is essential part in recruitment process which fulfils the manpower
needs of the company. Interview provides employment opportunities to the jobseekers and helps
the company to select correct individual.
REFERENCES
Books & Journals
Baum, T. ed., 2016. Human resource issues in international tourism. Elsevier.
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Moutinho, L. and Vargas-Sanchez, A. eds., 2018. Strategic Management in Tourism, CABI
Tourism Texts. Cabi.
Grobelna, A. and Marciszewska, B., 2016, April. Work motivation of tourism and hospitality
students: implications for human resource management. In Proceedings of the 8th
European Conference on Intellectual Capital, ECIC (pp. 95-103).
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.
Nieves, J. and Segarra-Ciprés, M., 2015. Management innovation in the hotel industry. Tourism
Management. 46. pp.51-58.
Presbitero, A., 2017. How do changes in human resource management practices influence
employee engagement? A longitudinal study in a hotel chain in the Philippines. Journal
of Human Resources in Hospitality & Tourism. 16(1). pp.56-70.
Boella, M. J., 2017. Human resource management in the hotel and catering industry. Routledge.
Aragon-Correa, J. A., Martin-Tapia, I. and de la Torre-Ruiz, J., 2015. Sustainability issues and
hospitality and tourism firms’ strategies: Analytical review and future directions.
International Journal of Contemporary Hospitality Management. 27(3). pp.498-522.
Buckley, M. R., and et. al., 2019. Research in personnel and human resources management.
Emerald Publishing Limited.
Jaiswal, D. and Dhar, R. L., 2017. Impact of human resources practices on employee creativity in
the hotel industry: The impact of job autonomy. Journal of Human Resources in
Hospitality & Tourism. 16(1). pp.1-21.
Online
Human resource management. 2019. [Online]. Available
Through:<https://searchhrsoftware.techtarget.com/definition/human-resource-management-
HRM>./
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