Human Resource Management in Service Industry

This report examines the role of Human Resource Management (HRM) in the service industry, focusing on the airline industry and British Airways as a case study. It analyzes the purpose and role of HRM, examines the current state of employment relations, and discusses the impact of employment law on HR practices. The report also delves into job descriptions, person specifications, and the contribution of training and development within British Airways.

HUMAN RESOURCE
MANAGEMENT IN
SERVICE
INDUSTRY

Table of Contents
INTRODUCTION...........................................................................................................................3
TASK 1............................................................................................................................................3
1.1. Analysis of role and purpose of HRM within airline industry........................................3
1.2. Human Resource Plan.....................................................................................................6
TASK 2............................................................................................................................................8
2.1. Current State of Employment Relations in Airline Industry...........................................8
2.2. How employment law affects the management of human resources in British Airways10
TASK 3..........................................................................................................................................12
3.1. Discussion of job description and person specification in British Airways..................12
3.2. Comparison of selection processes of British Airways and Transport For London (TFA)
..............................................................................................................................................13
TASK 4..........................................................................................................................................15
4.1. Assessment of Contribution of Training and Development within British Airways....15
CONCLUSION..............................................................................................................................18
REFERENCES..............................................................................................................................19

INTRODUCTION
Human Resource Management refers to a strategic planning and approach which is
related to the management of people within a company. It is essential for the businesses in
service industry to manage their human resources effectively to gain an appropriate work
environment within the company as well as gain a competitive advantage in the market (Baum,
T. ed., 2016). The following assignment is based on British Airways, which is one of the biggest
companies in the service industries. The company is having its headquarters in Harmondsworth,
United Kingdom and covers more than 180 destinations. It covers a detailed understanding of
human resource management and the effect of employee relations as well as employment law in
service industry businesses. The report also covers the recruitment and selection processes of
various businesses in the industry along with discussion of job description and person
specification of British Airways. It also emphasises contribution of training and development
within the organisation.
TASK 1
1.1. Analysis of role and purpose of HRM within airline industry
Human Resource Management is a technique adopted by various organisations within the
service industry to effectively manage the operations within their businesses and achieve
organisational objectives appropriately. Within the airline industry, HRM plays a quite
prominent role as existence of its businesses depend heavily on the HRM practices within the
firm (Deery and Jago, 2015). There are various purposes of HRM that could be reflected
effectively in the airline industry, particularly British Airways which are discussed below:

Illustration 1: Purposes of HRM
(Source: Purposes of HRM, 2019) Staffing: One of the main purposes of HRM is staffing. It is a process under which
companies recruit and select skilled talent to strengthen their human resource
effectiveness and enhance their business performance. For airline industry, effective
HRM would allow its businesses, like British Airways, to select the most effective
personnel for their firm. This would help them gain a keen position in the market and
better customer management. Employee Relations and Legislations: HRM also undertakes creation of a positive and
effective perception of the firm within the eyes of its employees. It would allow British
Airways to develop healthy relations with their employees. It includes setting up their
contracts and manage their issues regarding the firm, its operations or with co-workers. It
also undertakes various employee legislations into account to help firms in Airline
Industry to develop ethical work frame.

 Internal Customer Management: The most prominent purpose of HRM is to establish
effective customer management within the organisation. This requires addressing their
demands, preferences and problems effectively. HRM within the airline industry would
aid this purpose for British Airways by developing effectiveness in the working of
employees to strengthen customer management (Dhar, 2015).
Along with various HRM purpose, there are various roles played by HRM without which
effectiveness could not be achieved within the airline industry. These roles are described below: Planning and Forecasting: The biggest role of HRM within the airline industry
businesses, particularly British Airways is that the firm could effectively plan and
forecast the need of Human Resources based on the analysis of effective demand and
supply provided by various HRM practices. It is the role of HR manager of British
Airways to anticipate manpower needs within firm and recruit the same to fill the vacant
positions. Capacity Building: Human Resource Management effectively aids British Airways to
enhance itself in terms of performance, effectiveness as well as physical capabilities.
HRM allows the firm to effectively monitor its budget and measure performance of its
employees. This aids the company in effective capacity building.
 Training and Development: The most crucial role in HRM within the airline industry is
that it allows companies like British Airways to train its employees as per their job roles
and in order to ensure their personal future growth and effectiveness of the company. The
firm implements effective training and development programs to ensure effective
performance of all of its employees (Bratton and Gold, 2017).
There are various HRM practices that could be adopted by British Airways to effectively
manage people within the company. These practices are mentioned below:
BASIS SOFT HRM HARD HRM
Concept
This approach treats
employees as the most
valuable resource in the
organisation.
Under this approach,
employees are treated simply
as a resource like air-crafts and
machineries.
Focus The main emphasis in this The emphasis of this approach

approach is to satisfy the needs
of the firm's human resource in
terms of motivation, job roles,
rewards and so forth.
is on the workforce demand of
the company and management
of human resources
accordingly.
Goals
It emphasises on long-term
planning of workforce within
the firm (Lăzăroiu, 2015).
Short-term workforce planning
is the goal of this approach.
British Airways could adopt both the practices as per the needs of the business. For
instance, Hard HRM would enable the company in quicker decision-making and cost-effective
management, whereas Soft HRM would aid the firm in developing healthier employee relations
which would serve them well in the long run.
1.2. Human Resource Plan
HRM planning is a process through which British Airways could plan and hire effective
employees that serve the agenda of accomplishment of organisational goals for the company. As
per the scenario, there would be four flights from Heathrow Airport and four flights returning
from Madeira per week in the peak summer season, where as the number is reduced to three
during rest of the year. The HR plan for the same is mentioned below:
HR PLAN of BRITISH AIRWAYS
Analysis of
organisational
objectives
The first step of the plan is the analysis of the overall business
objectives of British Airways. For the Madeira trip, the objectives
must be to provide utmost safety and comfort to the passengers
travelling with the company both to and from Madeira.
Existing Human
Resource Availability
Before execution of a plan, it is essential for British Airways to
determine the availability of existing employees. This analysis of the
availability would allow the company to provide accurate number of
human resources to four flights to and from Madeira in the peak
season and three flights for the remaining time of the year (Du Preez
and Bendixen, 2015).
Demand and Supply This step requires British Airways to forecast the HR demand and

Forecast
Supply for the Madeira Trip. This requires the company to
effectively evaluate their job profiles and establish the workforce
need by effective estimation. For the trip to Madeira, the required
employees to effectively carry out the trip would be ground staff,
engineers, air traffic controllers, cabin crew members and pilots.
Since the duration of 4 hours, each flight would require at least 2
pilots. For cabin crew members, since Airbuses of British Airways
have a capacity of more than 100 passengers, each flight would
require two 4 cabin crew members and 3 additional attendants to
serve passengers within the 4 hour flight. In addition to this, each
flight would require 4 on-board engineers and a team of ground staff
to regulate the flight effectively and maximise the safety of the
Airbus (Raddats, Burton and Ashman, 2015). Furthermore, at least
10-15 ground staff members are required at both the Madeira as well
as Heathrow Airport. These members would be carrying out the
ground duties like baggage management, fuelers, ticket sales etc.
This staff would be working 6 hours a day both before and after
flight.
Estimation of manpower
gap
After the forecasting, the manpower gap is measured and thus, it is
determined whether there have to be any modifications in the
existing workforce or does British Airways require to hire new
employees. As per this estimation, since the location is new and there
are various other locations served by the company. The firm requires
additional ground staff and crew members to maintain the balance
between these new scheduled flights as well as the existing ones.
Action Plan
British Airways must hire new employees through effective
recruitment and selection processes (Bailey and et. al., 2018). In
addition, the firm also must provide training to cabin crew members
and pilots to ensure the comfort and safety of passengers travelling
with the firm on the Madeira trip.

However, there are various internal and external factors that influence HR planning. The
internal factors are mentioned below:
 The organisational structure of British Airways.
 The budget decided by the firm to successfully handle the HR planning for the Madeira
trip.
 The skills and competence required by the new hired employees to carry out these trips
effectively.
The external factors influencing HR planning are: Competition of British Airways with other airline companies in the UK and beyond. Legislations that are required to be complied by the firm (Marchington and et. al., 2016).
 Political Scenario and policies set out by the UK government for recruitment and
selection of Human resources.
There are various challenges that could arise while developing the HR plan, these challenges are
as follows:
 Lack of monetary resources to support the need of HR plan. This would make it harder
for British Airways to fulfil the manpower gap that might be required for the trip. Another challenge that might induce more struggles and roadblocks for the plan is the
changing employment legislations and the compulsory compliance with those.
 Training and Development for the new route to Madeira for pilots in terms of skills and
cabin crew members in case of their work culture might also be challenging for the
company.
Human resource planning has a quite definite and effective role to play in managing the staffing
needs and overcoming these challenges. The importance for the same is mentioned below:
 Effective HR planning would allow the company to hire more skilled and talented
personnels which would mitigate the training and development needs for the trip.
 With skilled human resources and effective planning as per the legislations, British
Airways could comply with these laws in a more structured and appropriate way.
 HR planning would allow the firm to estimate the budget and acquire necessary funds
that would support the monetary requirement of the staffing needs for the trip to Madeira.

TASK 2
2.1. Current State of Employment Relations in Airline Industry
Employee Relations is a term which is widely used in Human Resource Management to
effectively manage relations between an organisational employees and employers. Within the
Airline industry, it is imperative that healthy employment relations are established to retain the
existing skilled staff and acquire new ones to satisfy the workforce demand of the company. The
current state in the employment relations in the Airline Industry is mentioned below:
Unionisation:
Union is term used for a group of individuals within a company which play a significant
role in collective functioning of employers as well as the employees. The role of unions within
the airline industry is that it acts as the liaison between the employers and the workforce.
Employment Act plays a crucial role in maintaining the harmony between both the entities. The
laws governed by this protect each and every right of the employee and its effective compliance
also helps in building a strong and long-term relationship between the firm and its workforce.
This act is quite important as it enables the firm to manage each aspect related to the employees
in a healthy manner and in a way which is beneficial for both the firm and the staff.. However, in
present scenario the role of unions is limited, but it could be an effective strategy that could be
used by Airline Industry businesses in ways which are described below: Structure: Unionisation could help the airline firms like British Airways to develop
effective organisational structure by ensuring better management of human resources
through appropriate management. Culture: It could help British Airways to develop effective values that are required to be
followed by the employees of the company to ensure ethical working within the firm. Collective Bargaining: The most appropriate strategy that could strengthen employment
relations within Airline industry is by collective bargaining. It undertakes aspects like
working hours, benefits, fair wages and other standards that are within the rights of the
employees (Shin and et. al., 2015). Negotiations: Through effective negotiations, unionisation in Airline industry could
reduce the employee turnover rate which would enable businesses like British Airways to
effectively retain their existing employees.

All of the above mentioned elements could be effective for British Airways to effectively
manage their employee relations. For instance, in 2017, the cabin crew members of BA went out
on a strike regarding the dispute related to their pay. There were multiple instances for the same
during that year when employees demanded an increase in their standard pay scale from the firm.
Almost 2,000 members of British Airways' “Mixed Fleet” consisting of recent and younger
recruits that had been hired on inferior terms and conditions called it a strike in hopes for a
renewed action to be taken. Members of Unite Union of the UK rejected a deal and they were
bound to take legal action against British Airways (BA cabin crew call two-week strike in July
over pay dispute, 2019). Employers and managers at British Airways could effectively resolve
such issues regarding their workforce by implementing these strategies. The structure and culture
could be developed in ways which would be beneficial for employees, which in turn could help
the firm in effectively increasing the involvement of employees. The above strategies could also
manage the unions and employees regarding their fair wages and could bargain an effective deal
from employees for the same.
Employee Participation:
One of the major problems of any industry is that employees don't feel themselves
involved in decision-making of the firm which reduces their interest and trust from the company
and its practices (Brewster, Chung and Sparrow, 2016). There is extreme pressure on the staff
members throughout their duties in the airline industry which requires them to work efficiently
regardless of the time and their comfort. Thus, it is essential for its businesses like British
Airways to ensure proper employee participation. The firms could achieve this by effectively
providing them various work incentives for effective work and rewards associated with
challenging tasks. In addition, employee participation would also allow them to gain a
competitive edge in the market which would enhance their position globally.
Grievance and Disciplinary Procedures:
The current scenario of Airline industry is focusing more on a soothing, ethical and
contributing work environment for the employees to perform at their maximum capabilities. One
of the strategies that could aid the businesses within the industry like British Airways to develop
better employment relations is through implementing effective grievance and disciplinary
procedures. This means, that there would be a code of conduct on which employees would act

upon. In addition to this, businesses must effectively develop systems where employees could
directly contact the company in case of a a complaint or personal issues.
2.2. How employment law affects the management of human resources in British Airways
Employment Legislation refer to the laws that effectively govern the interests of
employees in an organisational context. These laws are subjected to protect employees from any
kind of harm or unethical behaviour and contribute in their professional growth effectively. The
employment laws affect management of human resources in the airline industry. Some of these
laws affecting British Airways are mentioned below: Employment Rights Act, 1996: This act was implemented in 1996 by the UK
government and it covers all the aspect related to employment of a personnel within an
organisation. These aspects are protection of payments and wages, standard working
hours, standard leaves, training schedules as well as factors governing termination (The
Employment Rights Act, 2019). Such laws affect the working of British Airways as the
firm is required to make employees familiar with their rights and act in accordance with
the rights stated in this act. The advantages of this act is that it governs the rights and the
roles of both employee and employer and gives a detailed insight of how the HR
practices within the firm could shape up. For British Airways, it would allow to structure
the overall management of employees, i.e., it would help them set the wages according to
work, provide effective working hours to bring out maximum capabilities. This act would
also guide the company on how best to train their staff. Management of staff would
become easy if the firm goes by the stated laws under this act. Equality Act, 2010: This act effectively protects the employees from discrimination of
any sort within the company as well as in the society. It ensures equal practices and
treatment given to the employees regardless of their sex, race, beliefs, etc. (Equality Act
2010: guidance, 2015). British Airways must operate in an ethical way to comply with
this law. It requires the company to effectively protect the employees from any sort of
discrimination and itself provide effective work standards for each employee in terms of
equal wages, equal working conditions, equal reward schemes, etc. The HR practices that
would be managed in BA through this act would be the treatment as well as the
opportunities provided by the company to its staff. This act would be beneficial for the

company in terms of monitoring equality as there are generally more female staff than
male in the aviation industry of UK.
 Maternity and Paternity Rights: These are the rights exercised by the employees at the
time of their maternity or paternity period. For female employees in British Airways, the
leave would be scheduled for 52 weeks where the employee could take a leave as per her
convenience. As per standards, they are also subjected to pay during this period. As for
male employees, they are also paid during their paternity period and could take a leave of
a week or two during this period. The effect it has on the HR management of the firm is
that the firm is required to support its employees as per these rights and it also would
increase the morale and loyalty of the workforce towards the firm. The management
would become fairly easy after employees realises that support would be given from the
company at the time of need. These rights would induce flexible working arrangements
made by employees of BA to the employers like job-sharing, compressed hours, etc. BA
in compliance with these rights could also formulate policies such as a definite pay or
minimum working hours, etc.
TASK 3
3.1. Discussion of job description and person specification in British Airways
Job Description:
The British Airways has completed is recruitment process in various steps such as by
accepting online application form from the candidates, online assessments, assessment day, final
interviews and some more steps. Also, a 5 year pre employment check is also done by the
company so as to check the employment background of the candidate. Job Description is a
written statement which defines the responsibilities of an employee. Job Description is important
because it provides and makes easy the duties and responsibilities of the job which the applying
candidate has to perform. Creating a job description is also important as it helps determine how
critical the job is, how this particular job relates to others and identify the characteristics needed
by a new employee filling the role. It informs the potential employees as the required skills are
mentioned in it so it easy to know whether the candidate can apply or not. The recruitment
process is also done taking into consideration the labour market conditions. Labour Markets is
external tool for getting employees in a company (Eaton, 2017).

The factors which affect the labour market of British Airways are such as individual
qualities, education and training, working environment, wages, working hours. BA looks upon
all these factors so as to make sure that candidates they are hiring are meeting the same as they
are searching for. The job description is followed by qualities BA is finding in their employees.
As for the Cabin Crew Post, it is the duty of employees to maintain proper relation among
colleagues, and ensure the safety and security of customers.
The data related to the task and duties of Cabin Crew are collected such as the the
responsibilities, duties, skills, knowledge about the work that an individual must have. On the
basis of these data, the design of the job is created specifying the required skills and knowledge
that the applying individual must have (Bratton and Gold, 2017).
The methods of advertising used by BA are by making use of their own official website where
the candidates will get all the updates regarding the job. In addition to this, after applying job
alert option so that the candidates can be continuously updated. It also helps in preventing job
seekers from fraud job updates given by others. They can simply go to the official website of
British Airways and get updated from there.
Person Specification
The description of data such as personal qualifications, skills, knowledge, experience is
counted in person specification. It is also important as it will allow in hiring the best suitable
candidate for the job at the first instance. It can include details of the “ideal candidate’s”
education, qualifications and work experience. It may also detail the required additional training
they will have to have completed to be considered for the job. In the person specification also,
the skills and qualities of the candidate are mentioned so it is easy for the employer to identify
the correct candidate. Effective Communication skills and confidence are included in the
organisational needs which specifies that an individual must posses these skills. It is so because
these are necessary to fulfil the duties which will be provided to the candidate. Along with this,
an individual should also be flexible in working and have knowledge of safety and security of
customers. Maintaining proper relations with both customers and colleagues is also necessary as
this job needs patience in an individual to deal in various situations. Experience in travel and
tourism sector is also preferred because it will help in learning job process easily as more effort
is needed on inexperienced candidates. Person Specification will help BA in making the
selection process more accurate and according to their organisational needs so that appropriate

candidates can be selected and others can be rejected. British Airlines spending a lot in recruiting
and training their Cain Crew Members to deal with every difficult situation by being patient and
calm so that a positivity can be created and customers can be handled in a good way.
Some legal standards are also set up by EASA (European Safety and Aviation Agency),
which drafts aviation safety regulation, doing inspections and making ensure that all the rules
and regulations are met and followed by the airlines. So for avoiding legal compliance and
intervention, BA is recruiting the most appropriate candidates which suits the vacant post
(Wiegmann and Shappell, 2017).
3.2. Comparison of selection processes of British Airways and Transport For London (TFA)
The comparison between the selection process of British Airways and Transport for
London is done for two different posts which are Cabin Crew and Customer Service Assistant
respectively. The comparison between both is done on the basis of their methods used by them in
their selection process (Holloway, 2017).
 Method used for Recruitment Advertisement:
The method used by British Airways is only through its official website. While on the
other hand, Transport for London make use of Recruitment Agency along with its Website.
 Online Interaction:
British Airways is asking some questions for getting the satisfied that the candidate will
meet all the requirements that they are searching for or not by asking certain online questions
from them such as about the communication skills, physical fitness, and personal details. On the
other hand, in the next step of Transport for London it is only creating the login id and password
of the candidates.
 Interest and Application Form:
Both of the companies have their own separate procedure of selecting the candidates.
British Airways is asking their candidates to fill an interest form in which details such as name, e
mail id, etc. are filled by the candidates. And Transport for London is taking situational
judgement tests in which different situations, can be realistic and hypothetical, both are given to
them and their responses are taken to check their judgement. And Transport for London is
providing an application form to their employees in which they have to fill details for the post
they are applying for (Wu, 2016).

 Method of Assessment:
The method of assessment used by British Airways is with the help of psychometric tests
which includes the verbal reasoning, numerical questions, situational judgement tests for meeting
the basic requirements of the selection process. These type of informations will help in getting
the knowledge of the candidate, his abilities, personality which are very important to know for a
company in order to select the candidate. It will help in knowing whether the candidate is
capable enough to perform the functions provided to him in the job description. On the other
hand, Transport for London uses the method of written assessment for fulfilling the basic
requirements of their selection process (Stolzer, 2017).
 Assessments Taken:
The assessments taken by British Airways includes the use of multiple choice questions,
group exercise, role play and an interview for those candidates who passes the online test stage
in the s4election process. Transport for London makes use of only interview by two people and a
role play exercise for the selection of candidates passed the online stage.
 Background and Reference Check:
British Airways is checking the background and medical fitness of the candidate in order
to confirm the selection of the candidate. After completing this, BA will offer training place to
the selected candidates after their medical and background checks. While on the other hand,
Transport for London takes the references from the candidates that how they came to know about
it and a medical questionnaire is also taken so as to ensure the medical fitness of the selected
candidates.
TASK 4
4.1. Assessment of Contribution of Training and Development within British Airways
Training refers to the activities undertaken by a company in relation to enhancements in
their employees' performance for a certain specific role. It is an essential element for British
Airways which could help the company to gain a competitive advantage in the marketplace
(Nankervis and et. al., 2016).
Types of Training:

British Airways have multiple individuals working at multiple job roles which require
different type of training methods to be implemented by the company to enhance the
performance of each individual working within the company. These types are discussed as under: On-the-Job Training: There are various individuals within the company that are given
spot-on training by teaching the required knowledge, skill as well as competency to the
employees so they could enhance their performance in a specific job role. This is a
contributing environment where British Airways effectively monitor the performance of
each employee and eradicate the possibility of any error spontaneously. Technology-Based Training: With enhancements in technology and its increasing
familiarity in the Airline Industry, it is imperative that employees working within the firm
be specifically trained to efficiently use the technology accessed by them. This type of
training is given to employees of British Airways to enhance their effectiveness when
they work with new and efficient technology both on the ground as well as on-board. Induction Programmes: Each organisation needs to communicate the employees
regarding the working of their company. Induction programs allow the new recruits to
effectively familiar themselves with the operations of the company, their job roles and
expectations that the company has from them (Collings, Wood and Szamosi, 2018). The
link between these programmes and training is that it effectively aids the company to
provide the individuals certain amount of training required by them to effectively begin
their professional career with British Airways.
Difference Between Training and Development:
The debate of difference in both these aspects has been ongoing; however, they are quite
vast if viewed on a wider scale. While training aims at enhancing performance on a specific
role., development targets the overall development of individuals (Wilton, 2016). The difference
between the two is described below:
BASIS TRAINING DEVELOPMENT
Focus Training emphasises on the
present organisational needs, i.e.,
the focus of training is on
increasing the performance for a
certain job profile. For instance,
Development emphasises on the
future developments of employees in
relation to their professional and
personal life. British Airways
despite of training provides

British Airways provide training
to the pilots for a specific trip
like that of Madeira.
development sessions to ensure
overall improvement in their
employees' career.
Orientation
It is job-oriented. It is limited to
gaining perfection in the
performance in a specific job.
It is career-oriented. Development is
an ongoing process throughout an
individual's career.
Benefits of Training:
British Airways could effectively experience various benefits of training their employees.
These benefits are described below:
 Training could help British Airways to effectively enhance the job satisfaction as well as
the morale of its employees effectively.
 It could also increase the efficiency of its pilots, crew members, engineers as well as
ground staff. Training could help the organisation in gaining competence in the market and effectively
manage their human resources up to their full potential (Gibbs, MacDonald and MacKay,
2015).
 Role and Need of Training:
 Airline Industry requires its employees to give utmost service quality to its
customers which aids companies in ensuring trust as well as confidence within its
businesses. British Airways is one of those companies which is world-renowned and has
a huge workforce to manage. The role and need of training within the company is
described below:
 It is a crucial need for the employees to develop expertise in their respective job roles to
enhance the quality of service given to its customers. This could be effectively
established by training (Pasban and Nojedeh, 2016).
 Within the airline industry, there are variety of passengers having different needs.
Training could play an effective role of enhancing the flexibility and effectiveness of the
employees which could enable them address these different needs effectively.

The firm is in the dire need of training where staffing and hiring costs are concerned.
Training could play a crucial role in reduction of these costs and could be reviewed as a strategy
by British Airways to retain their existing staff and reduce employee turnover.
Why evaluation of training against overall objectives is important:
For a company as big as British Airways, it is imperative that its Human Resources
perform at their level best each day and satisfy as many customers as possible. The training and
development programs provided by the company could effectively help them to manage
situations even in the worst case possible. However, it is important for British Airways to
evaluate its training methods to employees' needs. There are scenarios where rigid training
schemes fulfil the personal objectives of the managers by fail to accomplish organisational goals
(Brewster and et. al., 2016). The main goal of British Airways is to provide effective service
quality to its customers. Training and development could contribute the firm in achieving this
objective in a better and appropriate manner. In addition to this, these methods could also
contribute the firm in expansion of its workforce and hence, expansion of its customer base.
The overall contribution of training and development in the effective operation of British
Airways is that it enhances the competence in individuals to act appropriately at the times of
pressure without requiring much supervision. In addition to this, aviation industry requires its
employees to be perfect which could be contributed by effective training as well as development.
CONCLUSION
Thus, it is concluded by the report that human resource management in service industry is
crucial for businesses operating under it. It is essential for the firm of airline industry to
effectively identify the purpose and role of HRM and develop effective HR plan for the new trips
to enhance the effectiveness and comfort given to its customers. Organisations also require to
develop effective employee relations and comply with employee laws that affect their operations.
It is crucial for determining appropriate job description and person specification to hire the most
talented and apt employees within the firms. In addition to this, it is crucial for the firms to
compare their recruitment and selection procedures to determine the shortcomings and improve
them. Lastly, training and development should be an important aspect followed by the company
to achieve its objectives in a systematic and better way.

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