Human Resource Management in Service Industries Assignment - British Airways

HUMAN RESOURCE
MANAGEMENT IN SERVICE
INDUSTRIES

CONTENTS
INTRODUCTION ..................................................................................................... 3
TASK – 1................................................................................................................. 3
1.1 Role and purpose of human resource management in British Airways ........3
1.2 Justifying a human resources plan on the basis of evaluation of supply and
demand for British Airways .....................................................................5
TASK – 2................................................................................................................. 6
2.1Assessing present state of employment relations in Airline Industry ...........6
2.2Employment law and its effects on management of human resources within
British Airways ........................................................................................ 7
TASK – 3................................................................................................................. 8
3.1Discussing in relation with job description and person specification for Cabin
Crew of British Airways ...........................................................................8
3.2Comparison of the selection process of Cabin Crew in British Airways and
Transport for London ...........................................................................10
TASK – 4............................................................................................................... 11
4.1Contribution of training and development activities to the effective
operation of British Airways ..................................................................11
CONCLUSION ...................................................................................................... 13
REFERENCES ....................................................................................................... 14
INTRODUCTION

Every organization whether it is related with service or business needs human
resource department for effective functioning. The main role of HRM starts with recruitment
of effective manpower and meeting out their need and contributing in their welfare and
development. They are also liable to maintain harmony within the firm by comprehending the
requirement and problems of the workers (Armstrong and Armstrong, 2011). The human
resource department of the organization has to work according to employee laws of the nation
and are required to maintain the rights of the staff members. The current HR practices needs
to be adopted timely considering the rising work-life balance problems of the employees.
Considering this, the main purpose of the present research report is to gain knowledge
in regards with the HRM, employee relations, recruitment, employment laws and training and
development in service industries. The report will analyse the main purpose of HRM in
British Airways and will develop a human resource plan. Further the states of employee
relation within the firm and effects of employment law on functioning of human resource
management will be discussed. The later part of the writing will throw light on recruitment
and selection and training & development activities in British Airways.
TASK – 1
1.1 Role and purpose of human resource management in British Airways
There are many roles being played by the human resource management in British
Airways such as planning, motivating, staffing, training, developing as well as maintaining
employees for the betterment of the organization (Brewster, Mayrhofer and Smale, 2016).
As a trainee Human Resource Officer at British Airways, the main task here is to prepare a
report regarding the analysis of the role and purpose of HRM and development of HR plan
considering the recent agreement being made by the firm for flights to Madeira from
Heathrow. The duration of the flight is four hours and there will 6 flights in a week including
return. Explanation of the roles is being done underneath: Planning and forecasting – Throwing light in relation with planning, it is being
defined as a process of making estimation about the human resource in the firm in
advance so that all the duties are being fulfilled significantly. This is being regarded
as one major principle of HRM as it supports in developing and accomplishing the
strategies of business and helps in attracting right number of workers being needed in
the company (Appelbaum and Fewster, 2003). Recruiting process (Contracts of employment) – As British Airways is starting new
flights to Madeira from Heathrow. They will be required to recruit and select large

number of employees. The HRM of the firm will make efforts to select the suitable
workers that can support the business in sustaining a competitive position in the
market by offering excellent services. For this purpose, the HR of British Airways
will recruit efficient candidates from hospitality management universities and colleges
and will organize interview as well as aptitude tests on the grounds being required in
the aviation industry. They will require employees such as ground staff, cabin crew,
pilots, assistant pilots etc. Placement and monitoring employees – The Human resource management is not only
responsible for just selecting the employees rather they are also required to monitor
the workers, their attitude towards job, their performance level and ways of
accomplishing the tasks. With this, the managers will be able to determine that
whether the employees are accomplishing their work duties effectively or not (Gilley,
2009). Training and development – The Human resource manager of British Airways is also
required to offer training and development to its workforce. With this, they will be
able to learn about the new flight regulations, duration and will learn new methods of
meeting out the problems of the business.
 Employee relationship – It is also being regarded as one of the most important role
being performed by HRM of the firm. They are required to maintain healthy
relationship amid the workers and management of British Airways. Policies should be
established that maximizes the benefits of the employees.
According to Storey, there are two approaches such as Hard and Soft HRM and both
are quite opposite to each other. The Hard approach pays attention towards the development
of the firm and effective utilization of the available resources whereas the soft approach
emphasize on maximizing the interest of the workers and motivate them to work effectively
(Hall, 2003). Both these styles of human resource management is not sufficient individually
and there is a need of integration both the approaches for effective productivity as well as
growth of British Airways.
1.2 Justifying a human resources plan on the basis of evaluation of supply and demand for
British Airways
Focusing in relation with the HR planning, it is being defined as a process through
which present as well as future needs of the manpower is being determined. Considering the
present situation of the British Airways, it is vital on the part of HR manager to identify the