Human Resource Management in Hospitality Industry

The provided assignment is a detailed study on human resource management in the hospitality industry. It includes a human resource management plan specifically designed for the hospitality sector, emphasizing the role of HR managers in improving performance. The document also covers the scope of human resource management and provides information about the rate of HR jobs in the industry. This comprehensive study aims to provide insights into effective human resource management practices for hospitality businesses.

HUMAN RESOURCE MANAGEMENT

Table of Contents
Introduction......................................................................................................................................3
1.1 Analysing role and purpose of HRM in Tamburlaine hotel...................................................3
1.2 Justifying human resources plan on an analysing demand and supply of hospitality industry
......................................................................................................................................................6
LO2: Understanding effect of employment law as well as employee relation over hospitality
industry............................................................................................................................................8
2.1 Assessing state of employment relation in hospitality industry.............................................8
2.2 Discussing ways in which employment law influences HRM in hospitality industry...........9
LO3: Understanding selection and recruitment process..............................................................12
3.1 A discussion on the job description or person specification for hospitality industry..........12
3.2 Comparing selection procedure of various service industries.............................................14
LO4: Understanding training in service industries......................................................................15
4.1 Assessing contribution of development and training for effective operation in service
industries....................................................................................................................................15
Conclusion.....................................................................................................................................17
Reference List................................................................................................................................18
Appendices....................................................................................................................................19
Appendix 1: Human Resource Management Plan for Hospitality Industry..............................19
Appendix 2: Role of HR manager in improving performance...................................................20
Appendix 3: Scope of Human Resource Management..............................................................21
Appendix 4: Rate of HR jobs.....................................................................................................22
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Introduction
The functions of the HRM are one of the most important priorities of an organisation. The
general activities of human resource department in organisations are to recruitment and the
training of the human resources of an organisation. The employees are recruited and trained
according to the requirements of an organisation through this particular department. Apart from
that, the safety and security of the workplace and the appraisal of the employees are also a
significant duty of human resource management. Practically in different types of industries, the
roles and importance of human resource management vary significantly. The industries which
are heavily relied on the services provided by their employees mainly focus upon HRM than
other industries. One of such service industries is the hospitality industry which thrives
depending on the service quality rendered by the employees.
In this particular task, the aspects of human resource management of hospitality industry as a
service industry have been assessed. In this regard, the task has been completed taking
Tamburlaine Hotel as a case study. In this assignment, various significant variables of human
resource management have been asserted upon with respective significance. In this regard,
various tasks completed by an HRM department in the service industry such as management of
employee relation, job description and employee training have been delineated in the present
study.
LO1: Understanding Human Resource management
1.1 Analysing role and purpose of HRM in Tamburlaine hotel
In the service industry, the human resource management is playing an important role in
managing the hotel. Human resource management is an important function in the organisations
as well as in the service industry there is a huge stress on the human resource management. As
opined by Armstrong and Taylor (2014, p.100), human resource management has the main
responsibility to recruit the correct persons for the organisation so that they can be helpful for
achieving the targets. On the other hand, the main strategic process of the human resource
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management mainly includes the employment contracts, training, selection as well as recruitment
and so on. The human resource management is mainly managing the persons in the service
industry. The effective training which is provided by the HRM helps to achieve the
organisation's goals.
The main purpose of the human resource management is to make sure that there is the
availability of the high capacity as well as it is best suitable for the human resource in the
organisation those are willing to achieve the targets and goals. As opined by Jackson et al. (2014,
p.50), the main purpose of the HRM is to recruit as well as select with the help of proper
communication. The success of service industry is mainly deepened upon the human resource
because they are helpful in terms of achieving the goals.
There are some roles as well that are played by the human resource management. Those are as
follows:
Working together - In the service industry, it is the duty of Human resource management to
make all the employees work together for achieving the goals and has a stable workflow. The
human resource management is not only concerned with an individual but for the overall
organisation. Thus, the main role of human resource management is to make all the persons in
the hotel to motivate them for working together to achieve the goals. As per the view of Aykol
and Leonidou (2015, p.1280), in a flexible organisation, the employees are shifting around in the
various business functions those are mainly based on the preference of the employees as well as
to prioritise them.
Commitment building - The human resource management also has the responsibility for
suggesting some of the strategies that can be helpful for increasing the employee commitment to
the hospitality industry. The commitment building is mainly started the recruiting process. As
opined by Beuren et al. (2013, p.230), the human resource management has also the role to
provide the correct position of the employees as per their qualifications. It is the duty of human
resource management to build a commitment from the employees to give their best for achieving
the goals of the hospitality industry.
Building the capacity - The human resource management has the ability to help the hospitality
industry for building the capacity to be unique and be on the top of the hospitality sector. There
is a huge competition in the hospitality service therefor; the human resource management has the
ability to build a capacity among the employees. In the view of Bhattacharya et al. (2014, p.700),
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in the human resource management makes sure that there is no kind of conflict in the service
industry because conflicts can be harmful for the organisation. The human resource management
makes sure that there is a full commitment between the employees which is helpful for the long
run.
Training and development - At the time of recruiting if the staff is properly recruited there is a
requirement of training for the betterment of the organisation in long run. The training, as well as
the development, is the role of human resource management. As per the view of Birasnav (2014,
p.1625), the development, as well as the training, is an essential part that automatically enhances
the skills and their potentiality for performing their job in the long run. In the service industry,
the development and training are much essential because it helps in providing the best service to
the customer which is automatically a plus point for achieving the target.
Rewards system - In order to motivate the employees of the service industry, there is a
requirement of rewarding them for their performance. The rewarding system is mainly the role of
the human resource management. In the opinion of Chelladurai and Kerwin (2017, p.53), the
rewarding system is an essential part of the human resource management because in this system
the organisation provides their employees rewards for their achievements as well as give
incentive for their high performance. The proper motivation from the human resource
management is immensely helpful in terms of achieving the targets of the organisations.
Budget monitoring - The human resource management has an essential responsibility in terms
of monitoring the budget for the development of the service industry. In the service industry
there is a huge involvement of the financial sector, Thus, if the budgets are not monitored
properly then automatically it can be harmful to the organisation lose much of the finance. As
asserted by Hancock et al. (2013, p.600), the human resource management has the ability to
monitor the budget for the profit of the organisation. The budget that is allocated from the
finance department to the human resource department is much important for ensuring all the cost
which is involved in the process does not exceed the cost.
1.2 Justifying human resources plan on an analysing demand and supply of hospitality
industry
The human resource planning is mainly helpful for identifying the current as well as the future of
the needs of the human resource in terms of achieving the goals of the organisation. In the human
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resource planning, there is a link served between the strategic plan and the human resource
management of the Tamburlaine Hotel. As opined by Johnston and Marshall (2016, p.100), the
process of the human resource management is mainly based on the demand and supply of the
labour. Human resource planning is much essential because then it will be helpful in terms of
coping with any kind of changes for the future needs of the hotel. Moreover, there is a linking
between the business strategy as well as the human resource management for the operational
strategy.
The analysis of demand and supply in human resource management is an essential element in the
human resource planning. It is an important part because it is helpful for identifying the
availability of the human resource in the service industry as well as the cost of the procurement
in the human resource management. As per the view of Kavanagh and Johnson (2017, p.112),
the competition in the service industry can be found with the help of analysis of demand and
supply. In the demanding state, all the factors are remaining the same as well as there is a high
price also. On the other hand, on the supply side, it mainly demonstrated the quantities those are
required to be served in front of the customer and the service industry.
The Tamburlaine Hotel mainly believes in planning the needs of the human resource for the
organisation on their which is mainly in the analysis of the demand and supply. The existence of
the human resource is required to be identified as well as compared in terms of the future and
current needs for forecasting their demands for the hotel. As per the view of Marchington et al.
(2016, p.100), in the service industry, there is a requirement of identifying the human resource
with the help of recruitment for forecasting the supply of the human resource. The demand and
supply of the hotel will be helpful for gaining an advantage in the Tamburlaine Hotel. In the
organisation, the working environment is required to be effective to have a stable growth process
of the organisation. In addition to that, there is a requirement of planning as well as
implementing the plan for improving the performance in terms of utilizing the staff in the service
industry for the development of the organisation.
The retention is an important part in terms of human resource planning of the Tamburlaine Hotel
because it will be helpful in terms of maintaining a balance in the competitive advantage of the
service industry. As opined by Morgeson et al. (2013, p.810), the resourcing plan mainly
includes the implementation as well as the development of recruiting and providing high-quality
staff for achieving the targets of the organisation. Even when there is a low-cost strategy then,
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the hotel is denoted as the best player because of the proper management of staff in the human
resource management. In the hotel, there is an involvement of the productivity because if the
productivity of the service is high then it is helpful for attracting many customers to the hotel and
gain the advantage.
Figure 1: Human Resource Management Planning
(Source: Johnston and Marshall 2016, p.100)
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LO2: Understanding effect of employment law as well as employee relation
over hospitality industry
2.1 Assessing state of employment relation in hospitality industry
The employment relation in the hospitality sector is vital because it helps in effective
management. In the current state, hotels, like Tamburlaine are making effective use of
establishing a cordial relation with employees. There has been an increasing trend among
employees is getting revitalized. The reason behind revitalization include growth of employees
in hotel industry are resulting in selective attitude of employees in choosing their employers
(Aguzzoli and Geary, 2014, p. 600). There has been an increasing trend among staffs for
establishing agreements between unions and management. In UK, the hospitality industry is
mainly based upon democratic relationship with employees. The hotels of UK try to maintain
laws regarding maintenance of employee relations. In order to conduct an effective human
resource management, every organization is required to establish a positive relationship with
their employees.
In UK , it is the responsibility of employers to build up a positive communication system with
their employees. The employment law at UK advocates that workers have the right to interact
with their respective employers in order to perform their roles in an efficient manner
(Ariyabuddhi and Kahn, 2017, p.216). It is quite important to work in collaboration with staffs. It
will ensure resolving of conflicts within an organization.
In UK, most of the hotels like Tamburlaine have adopted a win-win approach for maintaining
employee relation. The main objective of human resource management is to ensure where
employees are able to support staffs at times when they face problems. The HR manager needs to
take responsibility for investigating into the situation that is leading to conflicts. The workers
unions are able to work in collaborative manner with the organisation for managing issues of the
workforce.
Employment laws in UK strictly believe in collaborative or collective work (Belling et al. 2014,
p.170). Management teams are required to negotiate with trade unions for resolving problems
that are arising among labourers in the hospitality industry. The relation between an organisation
and its employees will help that particular organization to achieve their desired goals. In order to
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establish a framework of employee relation, an organisation need to implement appropriate
employment law for managing need of their employees. Collaborative work can prove fruitful
for a hospitality industry (Brown and Knudsen, 2015, p.200).Risks that affects employees can be
mitigated with the help of employee relation. A HRM manager should try to identify health
problems that are affected by employees and try to resolve them by taking continuous feedbacks
from them. Employee relation can be developed by properly communicating with them.
Tamburlaine hotel is aiming at delivering employee relation by designing certain mechanisms
such as communication and feedbacks. Hotel industries are trying to develop a cordial and long
lasting relationship with their employees by involving with them.
One of the strategies that a HR manager adopts is employment involvement because it is the best
ways to establish relation with employees. A good relation between employee and employer will
bring satisfactory results for a firm (Enz et al. 2015, p.10). It is often found that the employers
remain unresponsive to health problems of their staffs and it results in increase in turnover rates.
An employer has to address to the problems of their staffs otherwise it will result in worst
consequences for an organization. Human resource managers need to be aware of benefits of
maintaining relation with their employees. A human resource management should try to
understand potential risks that are faced by their employees. It has been found that employee
relation impacts over the performance of employees through motivation. A hotel organization
like Tamburlaine is required to employ certain employment laws for ensuring safety and health
of their workers. It has been found that an organization that has been able to make use of
employee relation has been able to succeed in managing their employee management.
2.2 Discussing ways in which employment law influences HRM in hospitality industry
The employment law creates significant impact over labour relation and record retention. The
federal laws are intended to impact over human resources management. The anti discrimination
laws at workplace are able to help employees for maintaining equality at workplace.
Employment Equality (Age) Regulations 2006: In UK, the employers are prohibited from
discriminating employees based on their age. This legislation has helped employees to get
employment without being discriminated. This regulatory legislation is putting significant impact
over employers as well as an organization. It was often found that candidates had to face
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problems in the selection procedures but with the implementation of this legislation workers are
able to get selected based on their capability (Esteves et al. 2014, p.10).
Privacy laws: Privacy is an important aspect of any organisation and it is the responsibility of
the employers to maintain privacy regarding certain aspects. In UK, the legislation regarding
Electronic Communication privacy act aims at protecting phone calls of employees from
intrusion of their employers. The fair report crediting law is enabling employers to identify the
credit reports of their employee (Fryer et al. 2015, p.23). It is a way of obtaining consent from
the employees. It helps in keeping a track on the employees. The HR managers are able to adopt
adequate and appropriate privacy policy in order to protect both employees as well as employers
form any sort of legal issues.
Legislation regarding joining of unions: The employees have been given right to join unions.
The civil service reform act during 1930’s has helped staffs to improve their work conditions by
presenting their demands to unions. The formation of unions has helped in fulfilling rights of
staffs. The unions are a way to present the problems and issues that employees are facing within
an organization. This legislation can be utilized by hospitality industries have got benefit from
this law.
The above-mentioned legislations have been able to impact over the hospitality industry.
Equality acts have been able to help employees to work in an environment that is free from any
sort of discrimination. The HR managers had to abide by the anti-discrimination laws while
conducting recruitments (Garwe, 2014, p.10). It is their responsibility to avoid any kind of
discrimination of candidates. They need to recruit employees only on the basis of their
efficiency. The equality legislation needs to be implemented by hospitality sector and they end to
inform their staffs regarding anti discriminatory laws. Organisations that are unable to follow
these laws are liable to be punished. The federal laws tend to indicate the ways in which an
employer should behave with their disabled staffs. Disability Act 2010 of the UK government
requires proper accommodation arrangement on the part of the management so as to safeguard
their disabled employees against any kind of discrimination.
The WHS legislations are allowing workers to work in safe environment. Legislations regarding
health and safety of workers at workplace is to ensure that workers are able to safely work in an
organisation. It is the duty of HR managers to inform employees regarding WHS policies for
their company (Gregson et al. 2015, p.230). The privacy policies are important in hospitality
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industry because information of customer is to be kept confidential, staff should be aware of
privacy policies.
There are certain legislation of the UK government regarding medical leave and this legislation
aims at providing leave for at least 12 weeks on medical grounds to the employees. In this
context, it can be said that it is the employer who has to oversee the fact that employee who has
taken leave have been able to provide adequate documents required for the leave. The HR
manager should be trained regarding handling or dealing with such situations.
The fair standard of labour has labour hospitality sector to provide minimum wage as fixed by
the labour standards legislation. The HR managers are required to ensure whether accurate
amount is paid to the employees or not. It is their duty to check that their organisation is properly
complying with wage policy as drafted by the government of UK (Hignett et al. 2016, p.2). It is
often found that employees are unable to cope up with the work pressure and in order to ensure
this, HR managers need to implement WHS laws. Stress can be management by providing jobs
to employees per their capabilities. HR manager is required to motivate the workers so that they
are able to achieve maximum performance.
The government has tried to implement laws that help an employee to work in fixed hours.
Human resource department has to conduct a survey by looking into the matter of extra working
hours that are assembled to staffs. If a hospitality industry fails to comply their company poses
with that of employment laws otherwise it might pose challenge to that organisation. As
hospitality sector is based on customer service so legislation regarding food cats are to be put
into place. In hotels like Tamburlaine staffs are given per guidelines regarding service delivery to
customers (thetamburlaine.co.uk. 2017). It can be said that a hospitality industry need to abide
by the employment laws of UK government for managing their organization.
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LO3: Understanding selection and recruitment process
3.1 A discussion on the job description or person specification for hospitality industry
There are specific enrolling and hiring procedures, in every industry which differ from one
another. The human resource management team plays an integral role not only in the selection
entire procedure. As stated by Fryer et al. (2015, p.22), the hospitality industry is a versatile
industry and involves plenty of job responsibilities, on the part of a hospitality manager. It is to
be notified, that unlike other job role position specification, the role of a hospitality manager
requires skill sets like, employee motivation, involving innovation in the procedure, the
capability of pushing the business forward to different locations and most importantly, people
skills. There are various organizations that have different kind of requirements and desired
potentials for a specific person. For example, organizations like, the Marriott international,
Hilton hotels and resort, Tamburlaine Hotel possess requirement for a different skills and level of
experience and qualification. Whereas, the small scale industries or the other categories of
hospitality organizations require different qualities in an employee. There are a number of
positions involved in hospitality management, such as accommodation manager, event manager,
Chef, hotel manager and public house manager. The chosen position of an event manager
requires multi tasking and innovation.
Some of the eminent requirements required for the respective position of an accommodation
manager require versatile potential and skill sets.
Unlike the above mentioned specific responsibilities of an accommodation manager in
hospitality have hands on the overall operations in an organization,
● Setting and managing staff service for accommodation purposes.
● Prioritizing hindrances in the process and organizing the skill sets according to the needs
● Motivating employees from all departments and increase staff performances, in order to
meet the target level.
● Introducing methods for assessing finance and budget affairs for standard living quality
of guests.
● Managing the supplier relationship between suppliers involved in accommodation goods
and more.
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● Delivering the right services to the customers and ensuring excellent quality of service
● Managing budget for cleanliness and maintenance of hotel property.
● Evaluating guest feedback and promote guest satisfaction.
● Fulfilling all residential needs, as per guest requirements.
In the opinion of Garwe (2014, p.5), the role of a human resource management is vast in the
hospitality industry, with broader features. It is less likely to be similar to the other job roles and
positions, that is confined to specific responsibilities. The role of an accommodation manager
involves, eminent decision making, maintaining relationships and a strong communication
between employees and guests. The hospitality management team is not only responsible for the
current occurrences and activities in a company but also supposed to forecast the possibilities as
per the needs, in the current years. For instance, the accommodation manager is responsible for
impacting the entire hospitality management team on a large aspect. The accommodation
manager requires being well informed and updating about the guest demands and choices on
residential terms. The job role requires specific qualities, in the requirement process other than
the technical skills. As per the opinion of Gregson et al. (2015, p.218), the person specifications
or key requirements for an accommodation manager includes, the following skillets,
Safety of guests and tenants, before accommodation
Regulating reception services for providing guest with standard service quality
Maintaining a healthy relationship with long term and valuable customers and rapport building
Managing suppliers and stock level of accommodation
Maintaining a stable and friendly maintenance cost and other expenditures on accommodation
Supervising the staff group and regulating the cleaning staff, by making sure the services are
provided quickly.
Building a positive environment in the residential area
The qualification mostly involves, post graduate courses in hospitality or tourism management.
The skillets of an accommodation manager also includes, a set of personal skills and work
passion in case of requirement, which can be, strong communication skills and soft skills,
teamwork skills, standard customer service skills and understanding customers, flexible to
different kind of work environment and composed attitude in crisis situation.
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3.2 Comparing selection procedure of various service industries
● In the opinion of Hignett et al. (2016, p.1), there are a large number of emerging service
industries in the 21st century. Each industry shares a typical and specific type of
recruitment process. The reason being, the job roles possess different job requirement
detailing and ways of executing the skills. Some of the examples of the different types of
service industries are,
● Restaurant services
● IT and computer services
● Tourism service industry
● Public services
● Manufacturing services
● Consumer services
● Business services
● Private education services
The practice of job role or recruitment analysis is based on the confined skill areas of each job
role. The human resource management plays a huge role highlighting, selecting and focusing on
the main or key areas of a candidate. For instance, the critical job analysis or counter critical
analysis are the two supporting techniques that are used in doing so. In this scenario, some of the
comparisons of the several service industries shall be further elaborated.
The consumer or customer service and automation service are both categorized under service
industries but in case of skill sets, both possess dissimilar attributes. In Order to breakdown the
comparison, education, training, experience and final qualification make huge impact on the
performance of the candidates. The manufacturing service is more man power and knowledge
based, where as customer service requires an individual with excellent communication and
people skill sets. The candidate is marked on the areas of presence of mind, capability to
understand and acknowledge different kind of people and indulge in a conversation or bring up a
conversation. As stated by Huang (2013,p.87), the technical skills of a customer service provider
also involves, in depth knowledge of specific techniques in order to provide the customers with
the right service and alternate options and reach out to them in crisis situations with the help of
technology.
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On the other hand, the manufacturing service provider requires knowledge on mechanism and
techniques of the specific operation handled by him. Based on the job role, the requirements can
be, collaboration of products and vendors, establishing advanced research programs, tool
handling and fabrication and more. The recruitment process follows some basic process in order
to assess the personal skills of the individual and some role based skill assessments. There are,
psychometric tests in most recruitment process and is highly important in customer service skill,
whereas the manufacturing skill sets require the right assessment of strategy development
capabilities, tool handling capabilities and technical skills. Similarly, a candidate applying for
tourism management services requires high level management skills, capabilities of creating
rapport and tie up with big brands, understanding ticket fares, tour budgets and accommodation
budget as per guest requirements. In contrary, the IT or computer service, requires limited
communication skills like the former but involves technical skill sets, software skills and risk
management skills. As opined by Kellner et al. (2016, p.25), these skills are assessed by the
HRM in specific ways, like, recruitment planning, searching and screening.
LO4: Understanding training in service industries
4.1 Assessing contribution of development and training for effective operation in service
industries
The notion of training and development has played a key role in providing every kind of service
industries with quality resources. As mentioned in the study, each service industry requires
different sets of training and development programs for the employees. Introducing training
programs involve eminent decision making that is performed by the human resource
management team, focusing and based on different criteria. The criteria can be,
● Personal growth and development for employees
● Increasing organizational revenue income
● Increasing efficiency and performance
● Systematic development
● Enforcing growth in business
The training and development in human resource management includes the right judgment of the
organizational function and scenario. According to Kennedy et al. (2014, p.187), it is an integral
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part of the HRM, as the judgment and assessments need the right measures. There is several kind
of training and development programs in the service industries, some of the most important types
of training programs are,
● Quality management training
● Soft skill training
● Legal and professional training development
● Teamwork training
● Training on technology
● Communication training
These training and development programs are some of the most essential part of the service
industry that has plenty of contribution not only to the organizational structure and workflow of
the company and benefit to the company but also helps in the personal growth and career growth
of each employee. The teamwork training has proven to be one of the largest positive impacts on
management and customer service industry itself. The particular training helps in the
development of flexibility and collaboration of the candidates by giving an in depth
understanding of work culture, professionalism, work ethics and adjustments. The Scope of
learning is ever advancing in training and development method and is used by 90% of the
industries, in the 21st century in order to polish employee skills and utilizing the most essential
resources in the firm. Moreover, the programs, helps the company to reuse the existing resources,
along with employee retention and promoting employee work interest and enthusiasm. As stated
by Hignett et al. (2016, p.1), there are also special training provided for employees, lacking
specific skill sets required for the firm or promotional factors. Some of the key steps of training
include mentorship, induction and orientation, process knowledge training and external training.
For example, the cheesecake factory is one of the renowned hospitality sectors that have
encouraged large number of training programs in the recent years, surpassing revenue and
growth target of the organization.
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Conclusion
The study gave an overview of the ways in which a human resource management helps an
organization to achieve their goals. It was found that a HR manager needs to employ proper
employment legislation of the UK government for maintaining selection and developing process
of the hospitality industry. The HR manager needs to recruit staff devoid of any bias. Their
selection procedure should be based on capability as well as efficiency of a candidate rather than
on discriminatory grounds. Human resource management aims at developing skills of the
employees. It is the duty of a HR manager to train their staff so as to enable them to achieve
success. Human resource management mainly establishes a relation with their staff.
Communication serves the purpose of this relationship. It is quite important that employee and
employer work in collaboration with each other. In order to ensure that a service sector is able to
achieve its desired goals then the human resource manager has to employ adequate legislations to
implement safety practices at workplace. Proper administration of human resource management
requires an effective way of building relation with employees. A cordial relationship between
employee and employers is able to lead an organization towards success.
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Appendices
Appendix 1: Human Resource Management Plan for Hospitality Industry
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Appendix 2: Role of HR manager in improving performance
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Appendix 3: Scope of Human Resource Management
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Appendix 4: Rate of HR jobs
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