The assignment outlines the importance of human resource management (HRM) in service sectors, providing a strategic HR plan based on supply and demand. A job description and person specification for an HR Coordinator are included, along with a comparison of selection methods between two service providers.
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HUMAN RESOURCE MANAGEMENT IN SERVICE SECTOR
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Table of Contents INTRODUCTION...........................................................................................................................3 TASK 1...........................................................................................................................................3 1.1 Importance of HRM and its role and purpose in chosen industry.........................................3 1.2 HR plan based on supply and demand of selected service Industry.....................................4 TASK 2............................................................................................................................................6 21. Current state of employment relations in selected service industry in UK...........................6 2.2 Employment laws affecting human resources of Titan travel UK.......................................7 TASK 3............................................................................................................................................8 3.1 Job description and person specification of HR Coordinator in Titan Travel Company, UK .....................................................................................................................................................8 3.2 Comparison of Selection methods of two different service sectors.....................................9 TASK 4..........................................................................................................................................10 4.1 Assessment of contribution of training and development in selected service industry......10 CONCLUSION..............................................................................................................................11 REFERENCES..............................................................................................................................12
INTRODUCTION Every service sector requires efficient HRM practices as well as personnels. HR is responsible for various tasks like Training and development, planning, designing salary packages etc. For industries like travel and tourism, HR needs to be highly concentration towards its services, travel conflicts, dealing with legal issues etc. This study will present basic HRM roles and purpose in selected service industry. It includes “Titan Travel Company, UK established in 1978 to explain HR plan for supply and demand forecasting. It also investigates current employment relations and effect of related laws in chosen industry. It will assess and compare recruitment and selection process of two service sectors. It will present different contribution of training and selection methods in selected industry. TASK 1 1.1 Importance of HRM and its role and purpose in chosen industry Importance: HRM is important element of travel and tourism industry. It delivers strategic plan of managing workforce by proper training programs. It gives adequate guidelines to solve possible issues within service sectors. HR in travel and tourism is important to identify customers' needs.It is importance for selecting appropriate candidate for Job role. HRM is important to track the performance of employees by conducting appraisals and performance management programs. Role: Role of HRM in hospitality industries vary with the organizational structure. Following are the basic roles of HRM in service sectors. To recruit, select right person for right job. Designing workforce salary packages, compensation policies and reward systems. Conducting appraisal programs for evaluating employees' performance. Resolving organizational conflicts by applying proper conflict management plan. Dealing with different service partners in case of Merger and acquisitions.
Managing adequate resources in case of any organizational crises. Purpose: HRM in Hospitality industries have following purpose. To strengthen workplace culture and environment. To increase employees' engagement To increase employees' satisfaction To design strategies for decreasing employees turnover rate. To motivate employees' by providing them adequate perks. To achieve productivity and work efficiency by giving proper training to employees To attain competitive advantage through efficient workforce. 1.2 HR plan based on supply and demand of selected service Industry HR plan is a set of strategies applicable to a service industry for assessing its employees' demands and strengthening existing work culture(Mason, 2015). This strategic HR plan includes following different steps. Illustration1:Steps of HR Planning (Source:Steps in Human Resource Planning (explained with diagram,2018)
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First and the foremost task of human resource plan is to develop the objectives and goals that must be fulfilled by the workforce of the organization. The HR must align its forecast procedures according priority of organization. The next step to carry forward is to analyse the existing manpower in the industry. This assessment includes the capacity of the employees that are currently assigned to work. Along with this, the job requirements may be fulfilled through internal and external organizational sources. Such HR planing require Strategic Human Resource Management based on the HR software for conducting each of its forecasting(Stone and Deadrick, 2015). For instance, Titan Travel has effective HR modules and software applicable to the HR plan. Titan Travel has a smart reception to cater its customers and clients. It has Kiosk that provide informations to customers and employees. The tour mangers uses the communications devices effectively to command and manage the workforce. Resourcing model:The resourcing methods of Titan travel company are effective as it selects the best possible approach that are cost and time effective. The company adopts considerable measure to evaluate the best suitable employees. It retains its employees by providing friendly workplace culture, career choices, recognition through its staff educational and sending them to various beautiful destinations to display experiences for its clients. AdaptabilityandScenarioplanning:Titantravelhasstrategicestimationregardingits customers' demands, market trends and competitors. It has adaptive workforce and culture and that's why they are able to provide customized travel packages to its clients. Forecasting Supply and Demand:Demands forecasting include the estimation of what an industry needs regarding its employees. This estimation is important for smooth functioning of organization(Mason, 2015). Titan Travel Company has effective HRM plan where it strategically evaluates the workforce performance and design job requirements to specify the functions of job and number of employees required to perform that task. Forecastingsupplyreferstoestimatenumberofavailableemployeesforjob responsibilities Titan Travel services effectively delegate the responsibilities to its workforce and Undergo different external connections for fulfilling its requirements. This segment for supply forecasting depends upon its analysis of employees' turnover rate, its workplace culture and extent of satisfaction among its employees.
Work environment assessment:Titan Travel can undergo for this assessment to ensure proper, equal and healthy work relations among employees. It delivers an outlet of increasing employees' satisfaction. Flexibility:Titan Travel must be ensure regarding its rules and restrictions for employees and make sure that it should not be too rigid to be followed. This assessment will deliver it a basic ideaofalterationswithinorganizationflexibilityregardingworkinghoursanddifferent restrictions(Stone and Deadrick, 2015). This will help in increasing employees' satisfaction and productivity. Retention strategies:Titan Travel adopt effective plan for the Retention of its employees. It provides the opportunity to travel the world to its employees and thus increasing their interests in the given job and increase employees satisfaction. Other retention strategies may also be adopted by the company, according to the developing competitions. The company must analyse its competitors strategic plan of retaining its employees also to develop its retention policies. Operational Effectiveness:It is an important part of HR planning that examine operational performance of the industry and tends to develop suitable plan to rectify the faults if exist. Titan Travel company continuous to compete strongly with other competitors by its operational excellence. It must have sufficient strategic plan that supports its employees to develop its strategic production management. TASK 2 21. Current state of employment relations in selected service industry in UK In hospitality Industry, the harmonious relations are maintained among workforce and employees. Relations are secured with organizational policies, adopting organizational behaviour measures and UK Employment laws, that deliver various rights to employees. This increase their trust on industrial environment, increase employees' loyalty(Albrecht and et.al., 2015). Employment relations at Titan Travel company are strong and compatible. Its HRM has adopted effective measures to establish healthy and friendly relations with employees. Both the parties tunes together to deliver memorable customer experiences. For example: Titan Travel company has its staff educational policy where it focuses on its employees' development and
career. It has designed a program like sending their own employees to different destinations and let the customers know about that particular place. This builds staff's confidence, deliver them recognition and cultivate a sense of loyalty for the company. For sustainable relations, hospitality service industry adopts various employment laws. Employment relations in UK runs under the “Employment relations act, 1999” enacted to safeguard relations among employers and employees of different service sectors. There are number of acts enacted for employees under this law depending upon the size of the firm they are working in(Stone and Deadrick, 2015). For instance, Hospitality industries are bound to follow the acts like Equal Pay act, Advisory, Conciliation and Arbitration platform for its employees. It has adopted sufficient policies and legal formulations for strong employment relations. For example: Titan Travel agency has given rights to its workforce for Collective Bargaining. It has secured employment relations by providing and adopting the rights for STRIKES, LOCK OUT and LAY OFF. Along with it, this travel company has sufficient segments for employees' rights, adopts anti discrimination on the basis of caste, creed, religion. 2.2 Employment laws affecting human resources of Titan travel UK The basic employment and labour law in the UK that affect HR practices of Titan Travel. There are several laws of employment and that are as follows: Anti-discrimination law 1964:the law of discriminationprohibits against employees on the basis ofreligion, age, fixed term work, marriage and civil partnership, part- time, law, trade union membership activities or national origin.It is applicable on hiring, training and promotion, terms and condition of employment and employee compensation. For example, Titan Travel adopt all the segment of anti-discrimination law to eradicate the discrimination. It provides equal pay to its employees irrespective of gender, age and disability. Worker compensation law 1923: the worker compensation law impacts HR practices of Titan Travel. If in case employee is injured by work related condition, then law of compensation is applicable.EmployeecanclaimagainsttheinjuresandTitanTravelhavetopaythe compensation for recovery. Health and safety law 1974: the occupational safety and health act require employers to keep the workplace safe and healthy for employees. That law impacts the HR practices of Titan
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Travel. Thatlawprotects employeesfrom recognized placeof work suchasunsanitary conditions and mechanical dangers. If employee not feel safe from work environment, then they do not contribute their hard efforts to work. For that Titan Travel make their work environment safe and healthy for their employees. Employment rights law 1996: The employment right act impact the HR practices of Titan Travel. That law mediates the relationship between workers, employing entities, trade union. In that includes the right to a written statement of employment, redundancy rights, the right to minimum notice period. If in case employer not provide the written document and notice period to employee, then employee can claim the company under section 230(3) of the employment act 1996. In that case employer have to provide all the key right document to their employees. Immigrant employment laws 1986: The law of immigrant reform and control act. This law makes illegal for an employer to recruit or hire outsider who are not authorized to work(Baum and et.al., 2016). According to this law Titan Travel cannot hire employ any known illegal outsider. If management recruit any unknown people in the company, then employer will face many problems. Holiday entitlement law 1938: The holiday entitlement act 1938, provide employees the ability to take12 weeks of paid leave within the 12months.That law impacts HR practices of Titan Travel.If employees take leave for their personal work, then number of employees will suffer. In that case HR of Titan Travel adopt the pre-distribution work strategy to maintain the work against pre-plan leave. TASK 3 3.1 Job description and person specification of HR Coordinator in Titan Travel Company, UK JOB TITLEHuman Resource Coordinator REPORTS TOHead of Human Resource Department LOCATIONTitan Travel Head Office, UK JOB OVERVIEWHR Coordinator working in Titan Travel has to assist with HR Manager. He/she is responsible to handle major documentations and HR software. Along with this, he/she need to organize HR meetings, prepare minutes andsupportivekeynotes.HRCoordinatorneedtocontactwith employees to convey major HR decisions. He/she is responsible to
monitor HR interns and subordinates. QUALIFICATIONBachelors' and Masters' degree in Business Administration, 2-3 months training of CRM in hospitality services. AttributesDescriptionEssential / Desirable Skills and abilityThe industry is looking for a candidate with excellentinterpersonalandcommunication skills. He/she must be fluent in English. He/she must have multitasking ability. He/she must havequickdecisivepowerandleadership quality. Essential Qualities and Knowledge The candidate must be trustworthy, adaptive, strategic decision maker, expertise in handling system software, MS Office, Knowledge of handling Business Intelligence Software. Essential Relevant ExperienceAtleast6monthsofexperienceinCRM/ CertificationsofHRMrelevanttraining courses/ Desirable EducationBachelors' degree in any stream with Masters' degree in Human Resource/Hospitality. Essential 3.2 Comparison of Selection methods of two different service sectors. Selection methods of different service sectors varies with job responsibilities in that particular firm/body. Methods of selection and recruitment depends upon the rigidity and
structure of job requirements. These selections assessments provide effective decision making for choosing right candidate for a particular job(Ekwoaba and et.al., 2015). Comparison of Selection criteria have been made for the post of HR Coordinate in Titan Travel Company UK and Transport for London, which is a local government body manages transport system for London. Titan Travel, UKTransport for London Itadoptssimplifiedandeasyapproachfor selecting candidates. Selection methods is lengthy as compared to Titan Travel. Itconductsonlinepersonalitytestsforthe assessment of candidates. It focuses on the managerial skills and personality of applicant. ItconductsonlinesituationalTestsfor examiningtheabilitiesofcandidates.Its selection process emphasis on mental abilities of the candidates. Selected candidates are called for written and verbal tests. Selected are called for written exams. Selectionmethodsarenotsorigidand conducted by one of the manager. It involves two managers and panel interviews for further procedures. After final selection, medical examination and personal details Finalcandidatesarerequestedformedical reports and personal informations. It posts the Job vacancy on its websites as well as other online job portals. It updates its job vacancy on its website and through different recruitment agencies. MethodofselectionbyTitanTravelis effective, short and specified. While, selection criteria of Tlf is compiled withdifferentassessmentsanditistime consuming. TASK 4 4.1 Assessment of contribution of training and development in selected service industry. Functions of Training and development functions in Titan Travel Company, UK are: To provide better knowledge regarding the organization's policies, objectives and goals.
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To let the employees know about their partnership, shareholders, To increase their efficiency at workplace To make them familiar with travel and tourism protocols, laws and legislations. To make them aware about the privacy statement that the company has to maintain for the clients. To handle the situations like conflicts and complaints of customers Training and development activities in each service sector increase employees' productivity, provide competitive advantages to the firm, increase operation al excellence, work performance of employees(Guerci and et.al., 2015). Training activities deliver efficacy to the employees for accomplishing the given job responsibility while development activities and programs provide employees loyalty to the company/industry. Travel and Tourism training and development programs increase employees engagement. In case of any international travel company like TITAN TRAVEL, the training courses for employees are implied with unique features. The training courses in Titan Travel includes the provision of sending their own staff to different destinations and share the experiences with people. This improves employees' interest at workplace. This type of On job Training sessions develop employees' participations in making new plans. Titan Travel have “Staff Educational” and “Golden Lion's Charity” which give an opportunity to employees for building new contacts and develop their personal and professional growth CONCLUSION The content of report has shown the importance of HRM and its role and purpose in service sectors. It has included a strategic human resources plan based on supply and demand of the selected service industry. It has also state the current employment relation in UK service sector in the context of “Titan Travel Company” of UK. A Job description and person specification of HR Coordinator have been designed for the same industry. Along with it, a comparison have also been made based on the selection methods of two different services providers. The study has also represent the functions and benefits of training and development activities provided by selected service company and an assessment of its contribution to the organization have also been presented in the report.
REFERENCES Books and journals Bratton, J. and Gold, J., 2017.Human resource management: theory and practice. Palgrave. Bailey and et.al., 2018.Strategic human resource management. Oxford University Press. Wilton, N., 2016.An introduction to human resource management. Sage. Mason, P., 2015.Tourism impacts, planning and management. Routledge. Banfield, P., Kay, R. and Royles, D., 2018.Introduction to human resource management. Oxford University Press. Albrecht, S.L. and et.al., 2015. Employee engagement, human resource management practices andcompetitiveadvantage:Anintegratedapproach.JournalofOrganizational Effectiveness: People and Performance.2(1). pp.7-35. Ekwoaba and et.al., 2015. The Impact of Recruitment and Selection Criteria on Organizational Performance. Baum, T. et.al., 2016.Human resource issues in international tourism. Elsevier. Dhar, R.L., 2015. The effects of high performance human resource practices on service innovative behaviour.International Journal of Hospitality Management.51.pp.67-75. Stone, D.L. and Deadrick, D.L., 2015. Challenges and opportunities affecting the future of human resource management.Human Resource Management Review.25(2). pp.139- 145. Guerci and et.al., 2015. The impact of human resource management practices and corporate sustainability on organizational ethical climates: An employee perspective.Journal of Business Ethics.126(2). pp.325-342.
ONLINE Steps in Human Resource Planning (explained with diagram).2018. [ONLINE] Available through:<http://www.yourarticlelibrary.com/human-resources/steps-in-human- resource-planning-explained-with-diagram/32358> Three Steps To Developing A Travel Agent Training Program.2018. [ONLINE] Available through:<https://www.travelmarketreport.com/articles/Three-Steps-To-Developing-A- Travel-Agent-Training-Program>