Human Resources Management in Service Sector

This report discusses the significance of HRM in the service sector, focusing on TUI Travel. It covers topics such as the purpose of HRM, developing a human resource plan, current state of employment relations, and the impact of employment laws on HR management. It also includes a discussion on job description and person specification, as well as a comparison of the selection process in TUI Travel and Cox & King travel and tourism.

Human resources
management in service
sector

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................3
MAIN BODY...................................................................................................................................3
Overview .........................................................................................................................................3
TASK 1............................................................................................................................................3
1.1 Explaining significance of HRM and assessing purpose of HRM .......................................3
1.2 Developing a human resource plan.......................................................................................4
TASK 2............................................................................................................................................6
2.1 Assessing current state of employment relations in service sector.......................................6
2.2 Discussing affect of the employment laws on the management of human resource.............7
TASK 3............................................................................................................................................8
3.1 Discussion of job description and person specification........................................................8
3.2 Comparison of selection process of TUI Travel and TUI company...................................10
TASK 4..........................................................................................................................................11
4.1 Training and development function in organization and contribution of same toward
effective operation of the business............................................................................................11
M3 Logical concept and technical language usage in identifying training and development
activities....................................................................................................................................12
D3 Innovative and creative thought in analysing the contribution...........................................12
CONCLUSION..............................................................................................................................13
REFERENCES..............................................................................................................................14

INTRODUCTION
Human resource management is the management function that is concerned with
recruiting, motivating and maintaining the workforce in an enterprise. It refers to the process that
binds the people within an enterprise for performing the task in the common direction in order to
achieve an organizational goals. The present report is based on TUI Travel, a leading travel and
the tourism company offers a wide range of the services to the travellers. Furthermore, the study
highlights significance of the HRM practices with justification of the HR plan in the
organization. Moreover, it also includes deep insights relating to the employment relations,
training and development function of an entity.
MAIN BODY
Overview
TUI Travel is the largest British tourism and travel group, headquartered in London,
England, UK. It was been formed on 3rd September 2007 as a tourism company within a
hospitality Industry. The business of the group was seen majorly in two sector that is a tour
operator and an airline enterprise. The products and services of this company includes package
holidays, resorts and hotels with approximately 54000 employees with the revenue amounting to
£19803 million in the year 2019 and the operating income of £ 416 million.
TASK 1
1.1 Explaining significance of HRM and assessing purpose of HRM
HRM means the strategic approach that is adopted by TUI travel in gaining effectiveness
in its management of the people within a work environment which helps in achieving a
competitive edge against its rivalry.
Human resource management act as of great importance in the smooth functioning of the
business operations in TUI Travel as it helps the managers in making the best or optimum use of
capital assets and the human resources within an enterprise. HRM enables in managing,
completing and preparing all the policies and programs regarding the personnel (Mallén and
et.al., 2016). It motivates and encourages the employees for achieving the long term as well as
the short term goals of the firm. HRM helps TUI Travel in attaining cost reduction through
application of the innovative and the experimental values in its services. It leads to benefit TUI

Travel by facilitating appropriate training to its employees so that they could perform the
functions in an efficient way.
Role of HRM
HRM plays a crucial role in improving the capacity of human resource through proper
learning and the performance at all the levels in the business. The major purpose of HRM in TUI
Travel is to apply professional and the well ordered approaches to the work so that overall
quality of the work performed in will get improved (Cesário, 2015). It plays an essential role for
TUI Travel in resolving the constraints and the problem that are faced by the company such as
shortage of the qualified manpower, improper strategies, shortage of training and the qualified
trainers etc.
In a travel industry, human resource management plays a critical role in providing the
required facilities to travel agents on a faster basis and provides for adopting new opportunities
in order to earn the commission which in turn act as an important component for the company
for increasing its profitability.
1.2 Developing a human resource plan

Human resource planning is related with the process of making systematic plans and
strategies related to sustainable and optimum utilisation of available limited business resources
by selecting right candidate for the right job role (Noe and et.al., 2017). For analysing demands
of humans resource in the organization which is proper or not, TUI Travel is required to follow:
1. Analysing objective of organisation – According to the current market demand, TUI
Travel has to ensure that its objectives are modifies for supplying the services
accordingly. It will help in hiring and access human resource are appropriate or not as per
every operational department.
2. Inventory for human resources – By keeping update of human resource management
system, TUI Travel can determine the actual number of employees, their potentials,
performance level and knowledge base (Baron, 2016). Thus, as per this basis job role can
be assigned for carrying on supplying function properly.
3. Estimating demand and supply – By making proper forecasting of demand of own
products and services in the market place, TUI Travel can supply accordingly. It will help
the company in gaining competitive edge and increase in profitability aspects as well
with the help of the allocating proper human resource for department.
4. Manpower gaps identification – By assessing the gap in between human resource
demand and its supply, TUI Travel can determine surplus or deficit rate of human
resource in its business for which requisite action can be taken. For overcoming the
deficit reason, it should provide proper training and workshops for improving employees
performance (Mondy and Martocchio, 2016). Thus, by ascertaining the right capacity of
employee, TUI Travel can assign important job role accordingly.
5. Formulation of Human resource action plan – By framing sound plan in respect of
human resource deficit and surplus, TUI Travel can make its decision in effective manner
related to termination and appointment of employees for each operational department of
company.
6. Monitoring, controlling and seeking feedback – Once plan is made, it is very much
important to monitor it on continuous basis for determining discrepancies if any (Aviso
and et.al., 2019). TUI Travel by controlling its business operations can perform its
demand and supply function effectively thereby inviting suggestion from customers for
any changes if required.

TASK 2
2.1 Assessing current state of employment relations in service sector.
As per the employment relation, it is duty of TUI Travel to provide consistent as well as
fair treatment to all the employees so as to motivate them which will help in building loyalty
base as well. For determining the current state of employment relations in the TUI Travel, focus
can be made on the human resource management activities of the company (Abbott, Mackinnon
and Fallon, 2016). It is very much important from the perspective of customers to deliver better
quality products and services in the market place as demanded. TUI Travel has always ensures
that its employees are provided with:
1. Better quality of working culture in the work place.
2. Good working conditions keeping in mind the needs of employees such as air, water,
light, proper ventilation, refreshment facilities etc.
3. It always conducts proper training and workshops session from time to time for
motivating and providing employees with knowledge related to new and better improved
business aspects which can help them in improving performance level (Wilkinson and
et.al., 2018).
4. Also, it is required on the part of TUI Travel to ensure that proper communication is
taking place among employees and employers in the business for smooth functioning of
business operations.
5. Furthermore, it has been assessed that by making use of several type of employee
performance indicator, TUI Travel can make evaluation related to condition that which
employees is performing in much better as well as effective manner (Budd and Bhave,
2019). Performance indicators such as key performance indicator etc. can be used for
measuring the performance level of employees.
TUI Travel by formulating sound business plans and strategies can capture the market
which indirectly helps in gaining competitive advantages as well. It also assists the company in
increasing its customer base along with high profit margins. For better management and control
over the business operations of the company, TUI Travel is required to frame strong tactics for
proper allocation of business resources in such manner that it doesn't account to cost expenses.
Thus, it will help in identifying as well as mitigating those business areas which are highly
unproductive and adding to the cost of the company.

2.2 Discussing affect of the employment laws on the management of human resource
With the help of employment law, every business organisation can regulates the
relationship in between its employees as well as employers. Employment law helps in governing
the expectation of employer from its employees, task and job assigned by the employers and
rights available with the employees in the business. Human resource employment law helps in
prohibiting discrimination among its employees in all fields such as recruiting, hiring, staffing,
training, wages etc.
By implementing employment law in TUI Travel, the human resource management
function gets affected:
Employment right act, 1996 As per this act, TUI Travel has
to pay minimum wages and
overtime pay to all its
employees which is the right
of employee to gain fair and
performance based wages
(Alexander and Grow, 2015).
Any policy formulated by
management of TUI Travel
related to employment has to
be changed as per
Employment right act is
always protect to employees
for gaining wages.
This low can affect to HR
decision-making if employer is
not provided minimum wages
because that is the right of
employees. This includes long
process for HR of TUI
company.
Health and Safety Act, 1974
–
It requires every company to
provide safety equipments and
proper protection while
undertaking any business
operations. Like, if any
employee is injured at
workplace in that case
This act affect to HR decision
making because in that HR
make decision as per following
this law.

employer have to provide
compensation against of their
injuries. If employer is not
provided this compensation
then employee have right to
file case.
The Equality Act, 2010 – One of the most important
employment law which defines
that TUI Travel has to make
equal payment for same job
role irrespective of
discriminating on gender basis
(Mello, 2019). Being an illegal
act, if it is undertaken by TUI
Travel it will be punishable
offence and will also affect the
goodwill of the company.
The low is affect HR decision
because in that if any employer
go against of this then HR
have punished those people as
per policy.
Disability act, 1995: This refers the treat all
employees equal. Like if
employee have low vision in
that employer have to provide
proper information as per
requirement. If employer is not
provided all information then
which creates problem for
employees.
This affect HR decision
because in that HR needed to
organize training session as
per requirement.
TASK 3
3.1 Discussion of job description and person specification
Job description of operation manager

A job description is the document intended in order to provide the job applicants with the
outline of the main duties and responsibilities of the role for which they are applying (Al-Refaie,
2015).
Job tittle Operation manager
Report to Human resource manager of TUI Travel
Responsibilities  Increased productivity by 30%.
 Meeting with organisation goals to develop gross profit.
Skills required  Implement outreach programme with aim to post deliver and follow
up new business development.
 Experience required in small business.
Education  Bachelor in travel and tourism sector
 Master in operation management (Certified form CIPD)
Person specification
The person specification is help to outlining the educational qualification, requirement,
training experience as well as their personal qualification of candidate must posses at workplace
(Bowen, 2016).
Job tittle Operation manager
Date
Criteria Essential Desirable Met
Skills required  Strong and
excellent
communication
skills.
 Ability to
motivate
employee for
work.
 Skill of using
macro media
application for
the web
authoring.
 Having ability
to use database
package to
 Awareness if
internal and
external
customers
needs.

learn.
Knowledge  Having good
knowledge of
micro soft
office word
and excel.
 Knowledge of
analysis
budget, finance
and purchasing
process.
 Ability to
arrange
meetings.
Relevant experience  Experience
required for
providing
general
administrative
support.
 Experience of
taking minutes
of meeting at
workplace.
 Have
experience of
work with
small project
based
environment.
Disposition  Have ability to
work
independently
with high
contribution
for achieving
goals and
objectives of
company.
 Ability to work
with flexibility
and ready to
work in
flexible time as
per needs.
 Interest to learn
possible
solution related
to issues.
3.2 Comparison of selection process of TUI Travel and Cox & King travel and tourism.
Selection is the most important process which is help to hire and select best and qualified
candidate for work in organisation (Chang, 2016). This is effective and valuable for company.
Here, shows the comparison between TUI Travel and Cox & King travel and tourism company
selection process are as follows:
Steps TUI Travel Cox & king company

Steps 1 -
identify
vacant
post
Identify vacant post in organisation as
well as make clear highlights of
capabilities that are required among the
operation manager.
The company manager is eliminate
those employees who are not fit to
work in organisation and create vacant
post in organisation and sets
requirements as per post.
Step 2 -
Reeving
applicants
The manager of company reeving various
applications on their TUI Travel portal.
Here, is they analysis work experience
and work qualification of work.
Manager is receive applications of
applicants from the offline process.
Like candidates are come and fill up
the form of job opportunity created at
company (Dhar, 2015).
Step 3 –
Screening
applicatio
ns
In this, manager of TUI Travel screen the
various application on the online portal
and check am select best resumes and
make list for its.
At this, stage manager call those
candidate and take their telephonic
interview and screening their ability.
As per that call for test as per
suitability.
Step 4 –
employme
nt test
Here, is management take test of
candidate by using different methods like
aptitude test and personality test as well
as give case study and asks solution.
Here, they take test intelligence test ad
proficiency test.
Step 5 –
interview
It is the important step of selection
process, here employers asked some
questions related to post and check their
mental presences or ability in interview
process (Evans, 2015).
In this step, company manager take
interview by asking questions related to
post.
Step 6 –
checking
references
At this stage, employers check reference
of employees at workplace and who are
refers to him at work place.
Manager is not take reference
employees.
Step 7 –
medical
Medical examination is important for
selection in tour and travel company.
Company manager to put employee for
medical check-up.

test
Step 8 –
final
selection
and
appointme
nt letter
Here, manager of TUI Travel is finally
take decision to hire best and give
appointment letter to sign it.
Here, company is appoint one and call
for joining.
Those are the selection process of TUI Travel and Cox & King travel and tourism both
had little similar and also different from each other. The selection process is help to hire best
candidate for company and its growth perspectives in effective manner (George, Schillebeeckx
and Liak, 2015). The main reason to select this source for differentiate between selection process
of TUI Travel and Cox & King travel and tourism because this source is provide great aspects in
order to knowing selection process and their issues in it. With the help of this, selection process
both companies such as TUI Travel and Cox & King travel and tourism, have able to select one
best candidate for company work.
TASK 4
4.1 Training and development function in organization and contribution of same toward effective
operation of the business
Orientation is the training function which is performed by TUI Travel in the organization
for all the new entrant in which is a onetime secession or can be called as event to welcome and
introduce new hires to TUI Travel (Hajir, Obeidat and Masa’deh, 2015). Generally this training
secession is followed by the on board training of the new employee is longer period in which
series of the department- specific session. Generally this training function is done with the sole
purpose of bringing the clarity in the mind of the employee about the role they have to perform
and what does company expect from their side. This function help the organization in improving
the efficiency as all the employee used to feel comfortable in the organization are motivated
enough after the orientation and on job training which improves the effectiveness of operation.
Technical skill development and soft skill development are the other two type of the
training which is given to all the employee in the organization. This training include the training

of the skill which can improve the efficiency of the operation. This is generally organize by TUI
Travel by seeing the current situation of the employee and finding out the room of improvement.
This training generally helps the organization in improving the efficiency of the employee in the
organization. As efficiency of the employee is positively linked with the efficiency of the
operation it help TUI Travel in increasing efficiency in the organization. Soft skill training is
generally given to the employee to improve the customer relationship as in travel and tourism
industry employee used to serve the variety of the customer with different need and requirement.
M3 Logical concept and technical language usage in identifying training and development
activities
TUI Travel has accurately looked at the technical language while deciding the type of the
training activity. As at the time of making any technical change in the organization used to assess
the skill which will be require to perform the task and used to analysis the same on the basis of
the organization employee and try to find out the room for improvement and with the help of the
training and development activities tries to fix them out (Vomberg, Homburg and Bornemann,
2015). As at the time of any change in the organization employee are the one who are more
uncertain which sometime increases the employee turnover in the organization.
D3 Innovative and creative thought in analysing the contribution
TUI Travel has applied the variety of the innovative and creative idea to assess the
contribution of training and development activities to the effective operations in company. Such
as they have displayed the performance of the employee who have taken the training on the
dashboard, which shows the number of customer which has been satisfied by the employee in the
last week by comparing the result of the same with the past performance of the employee
organization is able to check effective of operation.
CONCLUSION
From the above study it had been concluded that the Human resource management has
important for services industry and sector. That has help to manage employee at workplace by
hiring new employee or by providing training to existing employees. It had been concluded that
the it had important to lead benefits for company by attaining appropriate training to its
employees. With the help of human resource plan manager had able to manage work at
workplace in effective manner. The report had been assessing by the current state of employment
relations in services sector by better quality of working culture in the workplace as well as also

keeping good working conditions. It had been also discussed by them laws which had been affect
to management of human resource like fair labour standard, Equal pay act, occupational health
and safety laws and age discrimination in employment act. It had been also covered by the job
description and person specification of operation manager of company in order to hire new
employees. Each company have their own style and process of select employee for work.
Training and development also important which had been helped to company to train their new
and existing employees in effective manner.

REFERENCES
Books and Journals
Abbott, K., Mackinnon, B. H. and Fallon, P., 2016. Understanding employment relations. OUP
Catalogue.
Al-Refaie, A., 2015. Effects of human resource management on hotel performance using
structural equation modeling. Computers in Human Behavior. 43. pp.293-303.
Alexander, C. S. and Grow, N., 2015. Gaming the system: The exemption of professional sports
teams from the Fair Labor Standards Act. UCDL Rev.. 49. p.123.
Aviso, K. B. and et.al., 2019. Optimal human resource planning with P-graph for universities
undergoing transition. Journal of Cleaner Production. 224. pp.811-822.
Baron, A., 2016. Human resource planning. In Encyclopedia of Human Resource Management.
Edward Elgar Publishing Limited.
Bowen, D. E., 2016. The changing role of employees in service theory and practice: An
interdisciplinary view. Human Resource Management Review. 26(1). pp.4-13.Bratton, J.
and Gold, J., 2017. Human resource management: theory and practice. Palgrave.
Budd, J. W. and Bhave, D. P., 2019. The employment relationship: Key elements, alternative
frames of reference, and implications for HRM. The SAGE Handbook of Human Resource
Management. p.41.
Cascio, W. F., 2015. Managing human resources. McGraw-Hill.
Cesário, F. J. S., 2015. Employees perceptions of the importance of human resources
management practices. Research Journal of Business Management. 9. pp.470-479.
Chang, V., 2016. Review and discussion: E-learning for academia and industry. International
Journal of Information Management. 36(3). pp.476-485.
Dhar, R. L., 2015. Service quality and the training of employees: The mediating role of
organizational commitment. Tourism Management. 46. pp.419-430.
Evans, S., 2015. Juggling on the line: Front line managers and their management of human
resources in the retail industry. Employee Relations. 37(4). pp.459-474.
George, G., Schillebeeckx, S. J. and Liak, T. L., 2015. The management of natural resources: An
overview and research agenda.
Hajir, J., Obeidat, B. Y. and Masa’deh, R., 2015. The role of knowledge management
infrastructure in enhancing innovation at mobile telecommunication companies in
Jordan. European Journal of Social Sciences. 50(3). pp.313-330.
Mallén, F. and et.al., 2016. Organicity and performance in excellent HRM organizations: the
importance of organizational learning capability. Review of Managerial Science. 10(3).
pp.463-485.
Mello, J. A., 2019. Why the Equal Pay Act and Laws Which Prohibit Salary Inquiries of Job
Applicants Can Not Adequately Address Gender-Based Pay Inequity. SAGE Open. 9(3).
p.2158244019869106.
Mondy, R. and Martocchio, J. J., 2016. Human resource management. Pearson.
Noe, R. A. and et.al., 2017. Human resource management: Gaining a competitive advantage.
New York, NY: McGraw-Hill Education.
Vomberg, A., Homburg, C. and Bornemann, T., 2015. Talented people and strong brands: The
contribution of human capital and brand equity to firm value. Strategic Management
Journal. 36(13). pp.2122-2131.
Wilkinson, A. and et.al., 2018. The Routledge Companion to Employment Relations. Routledge.

Online
Human resource plan. 2019. [Online]. Available through:
<http://www.yourarticlelibrary.com/human-resources/steps-in-human-resource-planning-
explained-with-diagram/32358>