Human Resource Management in Hospitality and Tourism

This document discusses the functions of human resource management in the hospitality and tourism industry, specifically focusing on the role of a bar manager. It includes a job advertisement, a set of interview questions, and an evaluation process. The document also provides recommendations for improving the interview process.

Human Resource
Management in Hospitality
and Tourism
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Contents
INTRODUCTION...........................................................................................................................3
MAIN BODY...................................................................................................................................3
1: Job advertisement for the post of a bar manager for Brown restaurant is mentioned below:
................................................................................................................................................3
2: Design a maximum of 10 interview question.....................................................................4
3: Carry out these question on randomly selected class member...........................................6
4: Evidence the interview process..........................................................................................7
5: Conduct the evaluation of interview process including rationale of your questioning and
recommendation of improvement...........................................................................................8
CONCLUSION................................................................................................................................9
REFERENCES..............................................................................................................................10
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INTRODUCTION
Human resources functions are basically divided into categories that are managerial function
and operating functions in every organization. Managerial functions consist of planning directing
organizing and controlling. Operative functions consist of functional areas such as procurement
of employees, for the development, planning compensatory policies, eating the overall force and
creating job satisfaction and at last working for the safety and security of personal (Grobelna and
Marciszewska, 2016). These are some of the major functions of a human resource manager that
have to be compulsorily performed by them in the due course of smooth functioning of every
business organization. Present report is based on that is a restaurant and bar present in
Birmingham. The report consists of a job advertisement for a post of a bar manager list of
interview questions that are formed by the manager how will overall interview process that will
be conducted in order to evaluate a employee and assess their present level of skills and
capabilities whether they are suitable or not according to the job profile.
MAIN BODY
1: Job advertisement for the post of a bar manager for Brown restaurant is mentioned below:
Job Advertisement
Brown is a restaurant in the centre of Birmingham very famous restaurant. There are varieties of
services that are offered to customer such as lunch afternoon tea fresh and seasonal ingredients.
They have a stylish bar that is offering cocktails and different range of fine wines and
champagne.
We are inviting applications for the position of a bar manager certain activities and job roles as
mentioned below:
 Manage all the different functional departments of the bar such as all the waiters, front
office department and all other search functional departments.
 Ensure that all the customers are given timely services and no customer is dissatisfied.
There are certain skill requirements that are come that have to be compulsory present for the bar
manager that are given below:
 There must be efficient skills of time management and knowledge of effectively
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allocating task among the entire workforce.
 Strong communication skills.
 Understanding the changing requirements of customer possess effective cross cultural
interpersonal skills.
 Must possess all the qualities of being an effective leader lead a team in every task
assigned by the top management.
 Must use a result oriented approach, present level of revenue must be enhanced after
completion of period of 6 months by the newly appointed manager.
 There is compulsory requirement of all the technical qualifications. Also there must be a
suitable work experience of a minimum period of one year job profile and must possess
efficiency in all the technical areas related to the shop.
Salary is highly competitive and it will commensurate with the present experience and amount
of that has to be provided to a particular candidate.
Receive offer the detailed job description and a job application form email at:
[e-mail]
Only shortlisted candidates will be notified hand called for the further rounds of interview.
Thank you for your valuable time and cooperation.
Application deadline: 15 June , 2020
Job commencement date: as soon selection will take place.
2: Design a maximum of 10 interview question
Interview comes under the process of recruiting employee. Brown restaurant is well
aware about that question asked at the time of interview plays an important role in selecting an
ideal employee. The interview is conducted for a profile of bar manager and the question should
be directed in a way that the skills required for the same can be put into the question. It will start
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from basic question asking about candidate background and experience to candidate personal
details and then the HR will go to main question (Okumus and et. al., 2019). Few question
designed by the company for the same purpose are as follows:-
a) What business task are you expecting? Have you done that before?
The question is aim to know what the candidate is expecting from the profile and how
they are prepared for the same. The question also answer if they have any prior experience on the
same profile and if yes, how can they elaborate or explain that work experience and how it can
be beneficial in the profile for which they are being interviewed.
b) Have you ever organised or staged an event that increased profit and interest in the business?
The question is asked to know if the candidate is involved in any activity which is related
to marketing, it will reflect their marketing skills which are needed for the profile. For a bar
manager it is very important to see opportunities and make more out of it so they should possess
marketing skill for the welfare of the bar and converting opportunities into favourable result by
implying their marketing skills.
c) How will you maintain order while encouraging customer to have fun?
It will basically demonstrate task management skill of the candidate that how can they
find a mix between two contrasting situation which are of utmost importance.
d) If customer is intoxicated, how will the situation be handled?
It reflects customer situation to handle tense situation, how impressively they can diffuse
a situation and don’t lose their calm in the process. It is important for the bar manager that they
know how to react at the time of panic situation.
e) How will they inspire their subordinate to provide satisfactory services to the public?
It shows manager coaching and training ability and it give a light to their approach in
dealing with their subordinate.
f) What need to be considered while hiring a bartender and how to assess if someone is a good
fit?
The question will tell the HR if the candidate can assess someone potential and ability
and how much the candidate know about the field where they are going to work.
g) How do order need to be maintain so that bar always have what they want?
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It shows how calculative and responsible a candidate is. It helps in answering if
the candidate is adequate enough to maintain a balance between shortages of stock and overstock
age. It shows if the candidate can think in prior and act accordingly.
h) How do you assess how much crowd is required and what is the ideal number?
The question is asked to know if the manager knows how to manage an event and make it look
more happening. For an event to be successful right number of crowd is required and
overcrowded environment can make it clumsy and unsuccessful.
So these are the question which has been prepared or designed for the interview process
which HR can ask the employee (Aragon-Correa, Martin-Tapia and de la Torre-Ruiz, 2015). The
set of question will answer all the aspect of candidate and the right employee will be chosen for
the job and training will be given afterwards so that they can work on their limitations.
3: Carry out these question on randomly selected class member
HR of the company conducted an interview on class member using the series of question.
The purpose was to know how the class member will react to the following set of question
prepared above
For the first Question the answer was that they are expecting a job where they will be
managing the operations and conduct in a bar, they have to make sure public behave properly
and also have a great time and employee should work properly and focus on providing drinks
and food to people with less waiting time. When asked if they have done that before the answer
was not a similar thing but they are very positive to work on this new environment.
For the 2nd question the answer was, yes that has been done on multiple occasion and it
started from college only and from then it got transferred and the applicant is use to it in
organising lot of events but on short level. It was told that past experience will be helpful in the
upcoming challenges (Baum, 2018).
3rd question answer was to maintain a mix will be the need of the hour and it will be done
so that no harm in the premises is done and people can enjoy their time without making or
creating any fuss.
The 4th question was a challenging one 1St thing 1St the interviewee told that it will be
make sure that such type of practiced will be assessed seriously. Focus will be made it does not
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happen on starters. Even after that if it is done immediate measures will be taken to handle the
situation so that other public do not get bothered because of all these things.
The subordinate will be given incentive on basis of their performance, there work will get
recognised and lot of external source of motivation will be given to them. While hiring a
bartender skills and knowledge will be analysed along with the temperament which is required
for the job. Stocking need to be done properly so that the wastage is reduced and shortfall is not
experienced, regular check need to be done and excess stock in storage should be avoided
(Bresciani, Thrassou and Vrontis, 2012). But not to forget to stock the bar with adequate amount,
it changes on week days and weekends. So these were the set of question asked and the candidate
response were also captured and it told the interviewer all the things which they want to select
for the profile and all the mistakes were identified from the interviewee part. This base they can
interview others also and it will help them to select the right candidate for the job so that the
efficiency of Brown restaurant and bar can be increased to the next level and it can grow in size
and value in coming days.
4: Evidence the interview process
The interview will be taken by the HR and with the help of the interview they will
shortlist few candidates which they think is right for the job. Out of those few candidates the
final candidate will be chosen by the top level management whichever they think suits the best
for the job. Once this is done it will not close the recruitment. As there is a process which need to
be followed at the time of interview. The round which was cleared was HR cum technical round.
Candidate need to follow few more steps to get the final selection or appointment letter.
The important people of the restaurant, the owners or partners will review the notes of the
interview and after going through it they will do swot analysis of the candidate and try to find out
the best in the lot. Once that is done reference and background check will follow it. So that go
check the authentication of the employee, if the selected employee is genuine for the job and if
the background is satisfactory once that is done, the company will sent appointment letter to the
joined mentioning all the required details for employment purpose (Gannon, Doherty and Roper,
2012). Takeaways from the interview will be evaluated once the employee is selected, giving
feedback on the various step and what need to be done to make it much better in the coming
future. This step will also help in identifying there newly employed bar manager, their potential
and point of improvement.
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5: Conduct the evaluation of interview process including rationale of your questioning and
recommendation of improvement
The interview process adopted by the HR is good but there is always a scope of
improvement for brown bar and restaurant. They have prepared questions for interview which
will be directed to the candidate at the time of interview, they can improve the interview process
by conducting a telephonic round for starter and what they can do is divide Hr round and
technical round. The candidate should get able time to prepare between the breaks so that they
can have confidence and perform much better when required. It needs to be understood that
interviewee is feeling a amount of pressure and space should be given to them so that they can
perform better. Hostile environment and favourable condition should be formed so that candidate
doesn’t compromise while interview is going on.
The rationale of the questioning is very simple as the question is plan to know all the
qualities in the candidate, there is different qualities and the HR want to make sure that selected
candidate have all of them and know how to react to different and extreme situation so that
company don’t have to suffer in crises and it should grow to heights when making a positive
decision. The set of question demonstrate all the set of qualities which a manger in a bar should
possess and it also make work easier for interviewee by telling them what they are actually
looking from a fresh recruited talent (Nieves and Quintana, 2018). The question tells the HR
what skill needs to improved and what are the some skill which needs to be implemented and
what the candidate actually looking for, if they are getting the same or not.
It is highly recommended to start with friendly banter before lashing out serious mode.
The reason why it is done is to increase the confidence and taking care of the anxiety issues
which employees can face at time of interview. One thing interviewer need to focus on is, if the
candidate is actually answering for the question which is asked or they are deviating from the
question and giving useless or not asked answer. The interviewee should do the judgement of it.
Other than all this things the interviewee should notice the body language and confidence and
figure out if they are capable for the job or not. Basic things like eye contacts and body gesture
should need to be notice carefully and decision should be made on basis of that also. Interviewer
should make sure if the homework has been done from the candidate part and they are aware
about the profile of restaurant and they are good enough to suggest or put their finding in front of
HR at the time of interview (Jauhari and et. al., 2012).
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CONCLUSION
Therefore, it has been evaluated that interview is a very crucial role for any organisation
and in case of brown restaurant and bar proper questionnaire is prepared so that deserving
candidate can be selected, the question asked will showcased all the qualities of the candidate
and ones the interview is done review will be done to select an ideal employee. Bar manager
should be selected looking at the locality in UK and the HR has laid down all the interview
process so that the proper recruitment is done without any biasness for the welfare of restaurant,
following the step mention above will help the restaurant and bar to get an able bar manager who
will increase the productivity in the coming months.
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REFERENCES
Books and Journal
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 (pp. 95-103).
Okumus, F. and et. al., 2019. Strategic management for hospitality and tourism. Routledge.
Baum, T., 2018. Sustainable human resource management as a driver in tourism policy and
planning: a serious sin of omission?. Journal of Sustainable Tourism. 26(6). pp.873-889.
Gannon, J. M., Doherty, L. and Roper, A., 2012. The role of strategic groups in understanding
strategic human resource management. Personnel Review.
Aragon-Correa, J. A., Martin-Tapia, I. and de la Torre-Ruiz, J., 2015. Sustainability issues and
hospitality and tourism firms’ strategies. International Journal of Contemporary Hospitality
Management.
Bresciani, S., Thrassou, A. and Vrontis, D., 2012. Human resource management–practices,
performance and strategy in the Italian hotel industry. World Review of Entrepreneurship,
Management and Sustainable Development 3. 8(4), pp.405-423.
Jauhari, V. and et. al., 2012. Challenges for the global hospitality industry: an HR
perspective. Worldwide Hospitality and Tourism Themes.
Nieves, J. and Quintana, A., 2018. Human resource practices and innovation in the hotel
industry: The mediating role of human capital. Tourism and Hospitality Research. 18(1). pp.72-
83.
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