Issues in Human Resource Management: Challenges and Emerging Trends in The Tower Hotel

This report discusses the challenges and emerging trends in human resource management faced by The Tower Hotel. It covers topics such as job description and person specification, performance management, and the impact of COVID-19 on the hospitality industry. The report also includes a discussion of three articles on contemporary issues in HRM, and a critical analysis of two existing HR policies and practices at The Tower Hotel.

ISSUES IN HUMAN
RESOURCE
MANAGEMENT

Table of Contents.
INTRODUCTION...........................................................................................................................3
MAIN BODY ..................................................................................................................................3
Selecting three articles on the contemporary issues (Emerging trends) associated with Human
Resource Management in the tower hotel and producing reflection.........................................3
Designing and developing a job description and a person specification.....................................6
Synthesizing and conceptualizing the process of Performance Management in The Tower
Hotel to minimize staff turnover and identifying training needs and enhance promotions.........8
Critically analysing and revising two existing Human Resources policies and practices from
by The Tower Hotel and communicating to all employees.......................................................11
CONCLUSION .............................................................................................................................14
REFERENCES .............................................................................................................................15

INTRODUCTION
Human resource management is defined as the process of recruiting and retaining
potential employees for working in the company as for achieving the desired objectives of the
business. Issues and emerging trends faced by the human resource departments mainly includes
globalization, workforce diversity, new emerging technologies, training, staffing and others. For
solving these issues aids in acquiring various skills and abilities as for aching various proper
managing the human resources as for optimum utilizing of the available resources. The tower
hotel is the company selected offering various facilities for meeting th leisure needs of the guest
arriving at the hotel. Locating at prime location is the main advantage of the hotel. It is the heart
of the London UK. Serving various foods ranges with providing restaurant with bars and
fantastic services providing ideas hotel services to all the guest arriving at hotel. Various forces
impacting the hospitality industry with the emerging trends of the HRM. The factors and
changing trends in the surrounding impact the company policies and practices regarding the
HRM. This report provides details about the challenges and emerging trends faced by the hotel
which is impacting the human resource management. Also, identifying issues by researching
three articles. Further, providing details about designing and developing the job specification and
job description of the management position held in the hospitality organization. Moreover,
conceptualizing and synthesizing about the process of performance management in the tower
hotel which aids in minimizing staff turnover with identifying the training needs by enhancing
promotions. Lastly critically analysing the two existing human resource practices used by The
Tower hotel.
MAIN BODY
Selecting three articles on the contemporary issues (Emerging trends) associated with Human
Resource Management in the tower hotel and producing reflection
With researching about the three articles, the emerging trends and challenges faced by
HRM which impacts th managing employees in company as, the first issue and trend is
Uncertainty due to covid pandemic. With arriving of virus in the global pandemic impacted the
tourism industry at large level. As been employed in the company for adopting the changes as of
covid pandemic various new procedures and process must be adapted by the employees for
arranging and adapting the new regulation and safety protocols for working and securing safety
of guest arriving at hotel (Tomcíková and et.al., 2021). With various changes due to pandemic

challenges faced by HRM are at great extent . as identifying the hurdles and adopting new
recruiting procedures and designing new developmental strategies for comprising up with the
technical advancement and working with all safety measures by ensuring employees as well as
guest safety. This pandemic created major challenges for the HR manger working in hotels as for
adopting and implementing new methods for staffing with using various tools and creating the
best virtual teams for coping up with the changes and dynamic market conditions. Being selected
on the management trainee position in the tower hotel, adapting th current pandemic situation is
difficult for the staff as it encompasses various dangers when working in the company. Main
challenges for the HRM is for transforming the knowledges for working as by adapting new
procedures and policies under the protocol of the covid pandemic. Various demographic and
developmental changes needs to applied also the training practices must be given to staff
personnels for working according to all the safety measures.
Various HRM practices as associated with the company and hospitality as or training and
developing, also the resources planning and rewarding employees. Due to various restriction of
Covid impacted recruitment procedures in the world, as team-working for adapting the global
challenges is very important, but with the increasing in the covid pandemic impacted the
operations as suffering form insufficient employees working in the pandemic. Thus, due to covid
pandemic increasing various challenges due to pandemic impact the HRM practices in the
hospitality industry and the whole manage due to rises impact its working conditions with
changing in the organizational performance the major impact was development of hospitality.
The another article which I was reading as the emerging trend as a challenge is the Job
satisfaction which impact the human resource management in the hospitality, it is considered as
a challenge as job satisfaction provides the level of positivity in working as gaining various
incentives and working environment. As operating the hotel and hospitality sectors the company
must ensures designing plans for satisfying the workers working in company. As this helps in
ensuring about employees by keeping satisfied (Sareen, 2018). The enhanced performance of
employees helps in developing and supporting company with increasing productivity but with
lack of job satisfaction results in increasing in the high absenteeism of employees and staff
working in hotels o serving the best quality services to guest arriving at hotels. When employees
working in company with insufficient job satisfaction impacts needs satisfaction which hinders
motivation level for working in company with the enthusiasm. Thus, it is the problems which is

faced by the HRM due to job satisfaction of employee this hinders training and development of
staff personnel.
Further when I was reading the article the another challenge which impact the human
resource management In operating the hospitality is Ever changing technology, as with rapid
digitalization and technical changes regular as operating in the dynamic environment. As with
adapting the changing technologies impact the various processes and procedures for operating in
the hospitality with adapting new technology, effectively utilizing as for enhancing and
developing competence with utilizing new structures and technical ways. Also, procedures and
processes for using new systems and tool for working In the hotel and serving staff personnels
with adapting the best technical ways aids in efficiently working (Jayabalan and et al., 2021).
With ever-changing technology, the new process and procedures for recruiting and selecting
employees for working in company is mainly shifted towards recruiting from thee websites a by
using online platform by researching about the particular competent personnels for serving the
guest.
Ever changing technology impact various training developmental practices, also
selections procedures, performance appraisal and compensation of employees working in the
company. As with adopting new tools for recruiting employees in the hospitality aids in
minimizing cost by using special technical processes helps in achieving productivity and cost
benefits with adapting new technology with ever-changing digital methods for e recruiting and
selection of employees for working in company.
Designing and developing a job description and a person specification
Job Description of front office Manager
Job Description of Front Office Manager
Job title: Front office manager
Report to: General Manager, Room services manager
Job summary: Front office manager is mainly responsible for supervising the day-to-day
operations of the front desk at the hotel servicing area. Managers performing the front
office duty is performing and training staff, also managing the employees working at the
company. This officer is mainly responsibilities for managing all the front office and
reception work (Shin, Perdue and Kang, 2019). These are mainly the face of managing
hotel which aids in pleasing personality with leading team dealing all complaints with

consumer approach.
Responsibilities:
 Front office manager is mainly responsible for training and hiring the staff need for
managing front office department as by managing shifts schedules.
 This manager is also responsible for managing the front office all procedure and
objectives.
 Keeping updates with recording all the expenses and cost required for managing
front office desk as expenses for stationary and other requirements need for serving
the guest arriving at the hotel initial.
 Resolving guest problems also with providing necessary information to guest
arriving at hotel.
 Responsible for maximising the occupancy rates, average room rates and
maintaining daily reports with allowances given to front office desks staff
personnel.
 Generating feedback reports for the workers working at th front office department
and presenting in front of general manger.
 Also responsible for performing the administrative duties as for filling and updating
records and managing budgets of the required equipment’s and supplies made by the
hotel to guest arrived at hotel.
 Supervising all the front desk management as of managing the appoints, bookings
with phone and e mails generated.
 Training also supervising the support staff which helps in front office department
workings.
 Ensuring the front office department is clean and pleasant to present in front of
guest at initial level.
 Conducting the performance management and reviewing the staff for working at
front office.
Requirements/Qualifications:
 Higher education Diploma and Degree in the Hotel Management form higher
secondary education.
 Minimum two years of experience as front desk officer in hospitality sector.

 Proficiency in working and acquiring and performing as working with software’s as
by acquiring knowledge.
 Experience in scheduling budgeting and payrolls of front office managers, experts in
providing comfort faced environment.
 Also, good understanding in the procedures adopted in hospitality industry.
 Through knowledge of the consumer servicing and managing various software.
 Good communication, organizational and problem-solving skills.
 Experience in general administrative task also handling cash and accounting
procedures for making reports.
Company summary: The tower hotel is the leisure service hotel offering various dining
and bars services also accommodations to all the guest arriving at the hotel. It is offering
various option as the sumptuous suites with ranging from bars and delivering the best
restaurant services to guest. Further it is offering breakfast free. The front office manager in
the Tower hotel, is mainly appointed for managing the front desk work of the restaurant and
the services offered to guest arriving as for acquiring leisure services with food and drinks.
Salary: £20,000 - £29,000
Job Specification fast food manager
Job Specification food and beverage manager
Job Title: Food and beverage manager
Qualification/ requirements:
 Proven experience in the food and beverage management.
 Food management degree or diploma
 Depth knowledge of food and management also forecasting food requirements and
the beverage needs.
 Ensures in meeting the financial objectives and requirements by optimizing resources
with serving efficiently.
 Strong knowledge of tastes and spices also working with software’s and restaurant
dealings.

 Great communication skills, organizational and leadership abilities for managing all
food and beverage staff and chefs working in the department.
 Taking reviews of the tastes of consumers with having customer-oriented mindset.
Critical thinking ability and innovative and creative mindset with proving new
creative dishes to guests (Talwar, 2018).
 Up to date information and changing trends of the food and beverages trends with
adopting practices for implying in the hotel.
Experience: Four years’ experience in the food and management with diploma / degree.
Special attributes: main attributes are personality, personal hygiene, loyalty, positive attitude
towards guest, honest and effective communication ability (Davis and et.al ., 2018).
Job Profiles: Mainly responsible for all the food and beverages serving with high quality
and with unique menu, also handling all consumer complaints, creating company policies
with enduring all the safety and hygienic solutions.
Reporting to: General manger, with directing all the functional areas of servicing and
managing chefs, supervisors and workers working in the food and beverage department.
Synthesizing and conceptualizing the process of Performance Management in The Tower Hotel
to minimize staff turnover and identifying training needs and enhance promotions
Performance management is the ongoing process which helps in clarifying all the job
responsibilities performed by various individual in the hotel. This aids in prioritizing the work
performed by various individual as by prioritizing, planning and developing the optimizations for
aligning goals with achieving the main objectives by managing performance of the company. For
running the organization and hotel industry appropriate employee’s aids in directing and
providing better services to guest arriving at hotel (Azizi and et.a., 2021). Employee’s and
workers working in the hotel aids in managing performance of the company and hotel by
achieving great height’s.
Getting right people
Getting and employing right personnel’s for working and serving best services to all gets
arriving at hotel is very important. Skilled and potential employees with proper qualification and
right skills aids in fulfilling all the requirements by servicing o all guest with the best quality

(Hamouche, 2021). Thus, employing right personnel’s for working in the hotel helps in proper
managing the performance of hotel by serving best services to all best arriving at hotel.
Setting performance plan
Setting the performance planning as for achieving the desired expectations. Plans are
mainly designed as for achieving the desired standard of performance as by acquiring various
skill and abilities in employees as for working and serving the guest arriving at the hotels.
Designing a plan for achieving the objectives which helps in achieving the success of the hotels
as by serving best services to guest arriving at hotel. Thus, designing a proper planning as for
achieving the best performance by evaluating daily helps in achieving the standards.
Goal setting
The third step in the process of performance management is setting goals as for managing
the performance of employees and hotel. As by setting this system the main goals as for
achieving and improving services by achieving the best quality and abilities of reproducing high
quality services with working efficiently for achieving the ultimate goals by serving best to the
guest arriving at the hotel (Akgunduz, Alkan and Adan Gök, 2021). By setting goals helps in
motivating various personnel’s working in the hotel are for providing bet services. This main
idea in improving performance of employees and staff personnel’s with achieving desired goals.
Performance review systems
Setting the performance reviews systems as basis of the reviewing the performance of
hotel as by measuring the financial performance, with reviewing the bench marking approaches
results also cost optimization of the hotels. Also, using various KPIS as for measuring the key
performance as for assessing the financial performance of the hotel. Also, other factors including
the averages length of staying at hotels and measuring the efficiency of operations. Further,
assessing the gross profit available with per room helps in assessing the financial position of
hotel. Also, addressing the sales performance as per the review system with using the RevPAR
helps in determining the revenue available per room, also the ADR helps in determining about
the average occupancy rates as OCC also the average daily rates help in determining the sales
performance of the room at the tower hotels aid in reviewing performance based on sales and
reviewing the company profitability with assessing all profits margins (Four Steps To Effective
Performance Management For Hospitality Employees, 2022). Also, by assessing all the assets as
of employee’s performance with monitoring by using kpi helps in achieving the standards

desired performance for achieving the goal as for providing quality of services to all the guests
arriving at the tower hotel.
Feedback giving systems
Feedback giving system helps in achieving the desired performance , as by adopting the
reviews of guest arriving at hotel with using websites reviews systems as for providing before
and after departure feedback of staying experiences at hotel helps in addressing services of the
hotel offered to all the guest. Obtaining feedback and giving to employees working in the
company as by proving feedback to employees helps in improving employee’s performance sand
services provide to guest for providing more satisfaction by acquiring leisure and bar services
also accommodation services in more satisfactory manner. Also, by encouraging feedback for
guest arriving at hotel with verbally asking the simple questions. Also, by providing thanking
with regards helps in addressing feedback by encouraging guest for writing reviews of
experiences with marking stars.
Reviewing
The last step of process is for reviewing the feedback and taking various actions for
improving the systems and services provided to guest arriving at hotel as for increasing more
satisfaction. Reviewing the feedback obtained by the guest helps in improving the service offered
by the tower hotel. Thus rewarding employees which are providing best services and guest are
appraising services offered by employees and staff with accomplishments and bonuses.
Critically analysing and revising two existing Human Resources policies and practices from by
The Tower Hotel and communicating to all employees
HRM policies and practices are mainly defined as the strategies as of operating the
company. This practice mainly helps in performing and managing the employees working in the
company. Adopting various policies and practices helps in proper recruiting and developing the
environment of adapting changing cultures and circumstances as of changing trends and
challenges arriving. Practice adopted by the hotel as of the tower hotel is the Employees benefits
and Performance Management.
Employees benefits
This practice adopted by the tower hotel as by providing various benefits to employees
working as per the required standards and making guest satisfied with proving various services to
provide the best leisure experience as established at the most prime location in UK. With

adopting this practice helps in providing various benefits to employees working in company.
Mainly the insurance policies established, along salaries, bonuses to employees providing extra
efforts and being appraised by the guest for proving service in hotels. Further, providing various
package and discounted facilities to the family member of the employees visiting hotel. As with
adopting these practices helps in retaining and motivating employees for working better and
providing all the service to guest in the pleasant and positive manner.
The company is providing various benefits to employees working in company as the
Health and Safety benefits, holiday packages, medical facilities and various assistance programs.
Also, various benefits a of travelling and pension plans at the time of retirement to employees
which are dedicated towards serving the company with providing the best facilities to all guests
arriving at hotel. Further, paying various perks and accomplishments benefits to employees
which are paying extra efforts by serving guest arriving at hotel with positive and providing the
best memorable experiences for visiting again and establishing various loyal guests. As by
reviewing this practice in the hospitality industry by adding more perks for providing more
inputs than the outputs given by employees for retaining and encouraging for better working in
company (Al Kurdi and et.al., 2021). As by adding extra timely off, flexible holiday plans, by
more interacting with employees working, reducing travelling expenses, more convenience to
employees by improving flexible working conditions.
Advantages Disadvantages
 Providing various benefits to
employees working in company helps
in retaining as by providing the best
satisfaction to guest arriving at hotels.
 Helps in boosting employee’s morale
by providing effective and best services
employees and gaining rewards and
extra benefits for it.
 With providing various employees
benefit helps in better working of
employees as it helps in motivating
employees and serving with efficient
 Time consuming technique and practice
as it requires which rises cost and
reduced profits of company.
 Providing benefits to employees with
adopting various plans hinders the
accomplishments and investing
opportunities this aids in negatively
impacting the employees' behaviour
while non-performing various task in
providing services to the guest arriving
at hotel.
 Legal compliances hinder with adding

services, also it helps in reducing
absenteeism.
 Helps in increasing productive
employees as by training and
motivating with providing employees
benefits helps in improving
productivity and achieving various
objectives.
cost of providing various benefits to
employees working in the as for serving
the guest arriving at hotel.
 Leads to confusion among employees
regarding various benefits provided to
employees.
 Difficult to satisfy employees with
providing same benefits at performing
different level of working practices and
efforts.
Performance management: Performance management of employees working on
company supports in aligning objectives of the business a for providing leisure hotel experience
to all the guest arriving at hotel. As by monitoring employee’s performance as for providing
various services to guest arriving at The Tower hotel aid in providing the best leisure services of
accommodation services offered, and the other food restaurant services offered at the hotel. The
main aim of using this HRM practices ids in providing and managing all the services being
offered with employing proper employees for working in the company as for serving the guest
arriving at the hotel. Managing performance of employees and various personnel’s working on
the food and restaurant services, room services, laundry services and their accommodation
services. As by using this practice helps in monitoring all employees working in the hotel with
optimum manner as by utilizing all resources available for providing best services to the guest
arriving at hotel as for providing the leisure services.
The hospitality is using various tool as for managing the performance of employees,
mainly KPIs are used for managing performance. Furthermore, this practice is mainly used by
the company as for identifying lacing area also evaluating the performance for providing the
wages and salaries on monthly basis to all the personnel working in the company. As with
evaluating performance of workers working in the tower hotel helps in achieving objective of
company as for providing the best view and hospitality services to all the guest arriving at hotel
(Ogbeibu and et.al., 2021). But by revising this HR practice in hotel as providing regular day to
day feedback to all employees working in different department at all levels, as room services,

bars and restaurant services, concierge services, laundry services, arranging al wedding
requirements. This helps in providing effective services to all the guest by considering all
feedback and reviews from guest.
advantages disadvantages
Helps in supporting employees for effectively
working and serving guest with positive
attitude by providing feedback about the work
performed by employees.
Aids in boosting morale and retaining
productive workers serving guest in welcoming
attitude.
This helps in improving employees working
practices and methods used for serving guest
by identifying lacking awareness with
evaluating performance of employees and
personnel’s (Al Kurdi and et.al., 2021).
Increase risk of rivalry as employees working
at same level as in accommodating services
compete for acquiring better accomplishments
while evaluating performance.
Reducing turnover and rise in the cot of
working and operating various operations in
managing the employees as of organizing
training, also other development workshops for
training employees for working effectively
(Alsafadi and Altahat, 2021).
High cost and consumes time as evaluating
performance of employees regularly as for
providing feedback on daily basis. as it also
waste time for regularly reporting to employees
as for providing feedback .
CONCLUSION
From the above report it can be concluded that the tower hotel is the leading UK
company, performing and providing various services by attracting large number of guest for
acquiring accommodation services in the hotel. Carious issues and challenges impacts the human
resource department as of the training, workforce diversity and globalization impacting the
company. With providing the job description and job specification of the front office manager
and the fast food manger which helps in describing of duties and responsibilities performed for
maintaining the hotel and servicing with utmost satisfaction to all the guest arriving at hotel.
Also, this report provide details about the process of performance management followed in the
tower hotel which helps in minimizing the turnover. Furthermore, it also specifies about the

critically analysing the HR practice followed at the hotel mainly as for achieving short term
goals of the company with providing satisfying services to all guest arriving at thee hotel.

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online
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