Human Resources Management for Service Industries – Doc

Human Resources
Management for Service
Industries

Table of Contents
INTRODUCTION...........................................................................................................................3
TASK 1............................................................................................................................................3
1.1 Role and purpose of human resource management in service industry..........................3
1.2 Human resources plan based on an analysis of supply and demand for a service industry
business...................................................................................................................................4
TASK 2............................................................................................................................................6
2.1 Current state of employment relations in service industry...............................................6
2.2 Employment law affects the management of human resources in service industry business
................................................................................................................................................8
TASK 3............................................................................................................................................9
3.1 Job description and person specification for service industry job....................................9
3.2 Compare the selection process of different service industries businesses.....................10
TASK 4..........................................................................................................................................12
4.1Contribution of training and development activities to the effective operation of service
industry business..................................................................................................................12
CONCLUSION..............................................................................................................................13
REFERENCES..............................................................................................................................15

INTRODUCTION
Human resource management is known as the strategic approach for the effectual
administration of individuals within firm so that it aids business to obtain competitive advantage
(Alfes and et. al., 2013). For this assignment the chosen company is British Airways, it is the
leading flag carrier airlines. Its headquarter is in Waterside, Harmondsworth, UK. The aim of
this report is to describe the HRM role and purpose in service sector. Human resource plan as per
the demand and supply analysis. Employment relation current state and law effects HRM. Job
description and person specification as well as comparison of selection procedures. Also, training
and development activities contribution to effectual operation are also explained in this
assignment.
TASK 1
1.1 Role and purpose of human resource management in service industry
HRM is considered as a procedures for managing staff into firm in order to achieve
objectives. It have some accountabilities like work planning, staffing and many more. Few key
areas are as follows: Recruitment and selection procedures: It is significant for company's human resources
to examine the several jobs profile as well as perform consequently. Recruitment is
considered as a procedures to identify and develop potential candidates to apply for jobs.
Selection is the methods to choose appropriate candidates fro vacant posts. Hence, within
British Airways HRM is crucial as this aids them to obtain talented candidates for
required posts.
 Contracts of employment: This is considered as an agreement within staff and firm in
context of salary, designation etc. managed through HR (Armstrong and Taylor, 2014). In
case any workers breach contract, they are accountable to pay fine for that. British
Airways have contract of employment with its employees regarding salary, leave and so
on.
HRM Role:
HRM play essential role into service industry like British Airways. Few of it are as
follows:

 Staff relation: This considered as firm's effort to maintain relations among employers and
workers. This assists in increasing productivity and motivation maximised by efficacious
employees relation. The role of British Airways HR is to fill up the communication gaps,
resolve their issues and many more.
 Training an Development: It is a significant HRM role. This aids British airways to
improve the present and future workers performance by maximising their knowledge etc.
Within British Airways, HR organised training and development programme for their
workers for improving their skills and knowledge as well as increase productivity
(Aswathappa, 2013).
HRM Purpose:
The significant purpose of British Airways HRM is to handle workers for achieving its
goals. It aids them to inspire its staff so that they work appropriately. Moreover, it develops a
positive environment to their performing workers.
Soft HRM:
This is an approach that includes staff treatment as it is the most significant assets of
firm. With the utilisation of it British Airways can views their workers as a critical resources
who are key for their long term strategies of the business.
Hard HRM:
This is the hard HRM system where staff have been considered as resources which
required to be controlled to attain more profit (Bratton and Gold, 2017). Herein, firm have to
discuss regarding business plan with its workers. In particular HRM, There is less
communication, hires for short time as well as have autocratic style of leadership.
1.2 Human resources plan based on an analysis of supply and demand for a service industry
business
Human resource plan is considered as a enterprise strategy alignment that is a document
where values, mission, objectives etc. are included. It aids in giving information to HR functions
that support strategies. As recently British Airways has plan to started a new flights from
Madeira to Heathrow. So, it considered few steps that are mentioned below
:

 Identify future HR requirements: This is not any simple work to perform future
requirements of HR. In British Airways, initiated new flights so there are needs of
talented personnel for providing appropriate services to clients. Consider present HR capabilities: Capabilities of present human resources are to do the
work effectively on time, communication skills, interpersonal skills and many more. Identify the gaps between current and future capability: In this, gaps are identify
between future and current capability. So the current abilities are staff has the potential to
do work but are less skilled (Brewster and Hegewisch, 2017). Future requirement of
British Airways is that they want skilled and talented workers to deal with the clients
effectively and satisfy them. Develop gap strategies: After finding gaps few strategies are formulated such as
providing training and development programmes, head counts adjustments etc. Execution: In this, implementation is done to run enterprises. Herein, strategies which
are formulated are to be implemented within company like through facilitating training to
existent employees, changes in hiring procedures and so on.
 Share and monitor plan: herein, whole task are monitored. The effective plan knowledge
assists to attain goals. Thus, to execute plan appropriately it has to share and monitor plan
on regular basis so it has to communicate its upcoming needs clearly and observe that all
the work are performing accordingly or not.
Analysis of demand and supply:
As the demand of the British Airways is to hire or develop talented employees for this
they are applying some strategies like head count adjustments, training and development etc.
moreover, it is concentrated towards head counts adjustments as it aids them to change the hiring
tactics, improve the entry level position and so on (Briscoe, Tarique and Schuler, 2012). By this
gaps are fulfilled appropriately.
External and Internal factors influencing HR planning:
Internal factors: Organisational structure: According to organisational structure, there are need of
employees. British Airways manager have to examine business nature and size and HR
planing can be developed consequently.

 Budget: This is the usages of human resources within firm. To maintain budget in British
Airways, this encourage staff for lower base pay, more inventory and appropriate
retirement benefits.
External factors: Competition: For facing the competition into market area, British Airways have to hire
proficient staff as well as retain them for long time (Budhwar and Debrah, 2013).
 Legislation: This majorly impact industry and HR planner have compliance legislation,
British Airways have to comply whole regulations within firm to operate it in effective
way.
HR planning in dynamic environment:
HR planning changes because of modifying surroundings due to several reasons. There
are some factors that are included into changing surroundings like globalisation, restructuring,
workforce diversity etc. (Buller and McEvoy, 2012) In this, British Airways have to consider
these types of factors and develop plan for avoiding cost.
The employees roles, numbers and hours of work required to deliver new flight service to
Madeira are:
Department Staff Roles Number of Staffs Hours of Work
Required
Reservation and
Ticketing
They are apt for checking tickets,
assurance of boarding passes and
many more
4 8
Staff Personnel They act various obligation such as
finance, accounting with aids of
line personnel.
7 8
TASK 2
2.1 Current state of employment relations in service industry
Employee relation
It is term referring relationship of employee with other employees. It is an efforts of
organisation to create and maintain positive relationship with its employees. Employees pay

major part in success and failure of company. By maintaining positive and constrictive employee
relation, British Airways can keep employees loyal and more engaged in their work.
Unionisation
It is process which helps in organizing employees of company into lobar union. This will
act as an intermediary between employees and company management. British Airways structure
of labour union comprises of general membership, executive board, executive officers and
committees (Chelladurai and Kerwin, 2017). By collective bargaining helps in solving workplace
problems and issues through unionisation.
Employee participation
This refers to involving ideas and suggestion of employees in making decisions.
Employees participation play very important role in success of British Airways. Company
consider inputs of employees and value them. Employee participation reduce conflicts in
organisation. British Airways employees participate in organisation activities and give
suggestion to solve problems that helps in conflict management.
Grievances procedures
Grievances are any type of dissatisfaction arises because of factors related to employee
feeling of unfair activities related to job. This is team refers to employees complaint against to
management of organisation. British Airways follow grievances procedures that is a formal
process to communicate employees complaints to management designed for settlement of
grievances. Company have to take disciplinary procedures to manage unwanted behaviours of
employee.
Current state of employment relations in British Airway
 Maintaining a positive employee relation is challenge for organisation, to over come this
challenge British Airways have programme and procedures to deal with trade union. This
is very helpful in understand and solving problems of employees (Huselid and Becker,
2011).
 British airways provide training to all employees to maximise their potential. This will
help in maintaining positive relationship with employees and maximise their potential.
This will leads to achievement of company objective.

2.2 Employment law affects the management of human resources in service industry business
Employment legislation is known as the accumulation of law and norms which regulate
relationship among manager and associates (Jackson, Schuler and Jiang, 2014). It consists less
staff required for work situation. Legislation that are generally developed for workers for
protecting them from illegal practices, etc. British Airways need to work for its seniors and
workers to formed effective relationship and maximise the productivity and positive work
surroundings. The several employment laws are as follows:
 Employment relation act 1999: This act ensures that UK's employment law system was
depends upon fairness, partnership and flexibility. British Airways have to fair with their
staff and flexible as well as formulate efficacious relationship with their staff. This
facilitates a framework and unions to negotiate and enter in collective agreements for
employers and staff.
 Employment rights act 1996: It is an employment contract which have to be in written
form and given that to staff. There are some rights that are facilitated to all employees in
company such as privacy rights, etc. (López and Meroño, 2011) British Airways have to
give protection from illegal discrimination such as caste, religion and many more. Most
significant rights is to protect staff pay scale. herein, HRM have to work in organisation
with effective potential and accomplishing their goals.
 Contracts of employment: It is a written document among employers and employees
where seniors has rights to terminate their subordinates if they are engaged in any types
of unethical activities. In British Airways, it can be end up after employment agreement
provisions.
 Equal opportunities laws: It is known as to give equal opportunities to employers and
staff who are performing in British Airways regarding benefits, incentives etc. HRM has
to monitor performance, knowledge as well as accordingly increase its salary. There must
not be performed any discrimination according to gender, position and so on.
 Ill health retirements, retirement, dismissal, maternity and paternity rights,
parental leave: Within airline sector, ill health retirement is considered as an scheme that
pays staff pension at any age, in case it suffers from illness. Retirement is refers when
individuals at certain age decide to leave firm. Paternity leave is mainly for the biological
father, this is provided when baby is born. They can take this particular leave after its

paternity. Maternity leave is facilitated for the pregnant women. It can also be take after
its maternity. HRM get impacted in case staff who are performing in British Airways
provide all these benefits so that they influenced to perform work effectually.
 Advisory, conciliation and Arbitration services(ACAS): This is considered as an non
department public body that aim at developing work life and firm for promotion as well
as providing effective relationship practices (Marchington and et. al., 2016). British
Airways have to perform with ACAS for developing organisation performance and
maintain good relation with its performing staff.
TASK 3
3.1 Job description and person specification for service industry job
Job analysis is considered as a procedures to find as well as ascertain job requirements
and responsibilities in detail and significance of that. It is utilise by British Airways to evaluate
staff performance through comparing the standard requirements with actual one. Job design is
the procedure of arranging task as group of work, organising and defining the job methods and
framework at work area based on the job analysis. This aids respective firm to hire effectual
managers.
Job description is considered as an information related to job profile. It includes job
role, designation, duties and many more. It is an fundamental techniques to communicate with
candidates regarding job position. The main purpose is to assure candidates regarding its job
roles and accountabilities so that disputes can not occurred between workers and employers. It is
significant to communicate organisational objectives with their staff so that it can work
accordingly. Also, this consists important information related to company's vision, goals, mission
and so on (Marchington, Wilkinson and Kynighou, 2016). British Airways is lie under airline
sector that operates in UK. Staff which are assigned by this company are recruited after effective
examination of the candidates. Jon Description of Cabin Crew within British Airways. This
involves following details in its job description that are as follows:
 British Airways Cabin Crew is accountable for operations of each medium level
management like supervisory as well as operational activities.
 They should ensure regarding operative health, safety, protection and another
accountabilities.

 There should be particular code of conduct that workers performing into airlines have to
comply are to be described in this description.
 Cabin Crew job profile have to provide effective services to its clients.
Person specification:
It is the concepts that has few information in comparison to job description. This is the
part of job description and includes skills, qualification etc. which has to be possessed by
individuals to considered for specific job (Messersmith and et. al., 2011). Person specification
for job Cabin Crew in Bristish Airways are:
 Members of Cabin crew should has effective interpersonal as well as communication
skills.
 These kinds of staff must be confident and better issues resolving skills.
 Members of Cabin crew have to be attractive and physically fit.
 Not any formal qualifications or degree are required for Cabin crew but candidates that
are already trained as Airport cabin crew are more preferable.
3.2 Compare the selection process of different service industries businesses
Recruitment
It is a process used to search prospective employees and stimulating and encouraging
them to apply for job in organisation. Recruitment is attracting more potential candidates to full
fill available vacant position.
Methods of recruitment
There is two major methods of recruitment are internal sources and external sources
Internal sources
British Airways can fill vacant position by selecting right candidate from within
organisation also. Internal sources of recruitment can be done by promotion, transfer, internal job
advertisements, employee recommendation (Renwick, Redman and Maguire, 2013).
External sources
External sources are recruitment from sources outside organisation. British Airways can
use management consultants, employment agency, campus recruitment, online and offline
advertisements.
Comparison of selection processes of British Airways (Cabin Crew) and Transport for
London (Customer Services Assistant)

British Airways selection methods(Cabin
Crew)(Online mode)
Transport for London selection methods
(Customer service assistant)(Offline mode)
Vacancies for posted on British Airways
webpage.
TFL posts their vacancies on its websites and
by recruitment agency.
Thereafter candidates have to accomplish
several queries asked through them.
After that candidates have to make login ID
and password to job vacancy page that are
posted on sites.
If answer of the candidates is positive for all
questions then it required to fill the interest
form.
Applicants chosen for provided vacancy can
apply and fill the application form.
Herein, Online form can be filled as asked
through firm (Rubery and Urwin, 2011).
Those candidates who meet the criteria have to
give online judgement and situational test.
Candidates to meet the criteria, then login id
are provided to give the series of online
psychometric tests like numeracy, verbal
reasoning test.
Candidates who clear the test are considered
for the next round that is written assessment.
After clearing the tests they are invited for
MCQs, group activity etc.
After completing all tests they are called for
the role play exercise.
Thereafter medical and background test. If any references are their known people and
medical queries are undertaken (Schermerhorn
and et. al., 2014).
Then, training are provided for a week
regarding safety through cabin crew .
Herein, job are offered for vacant posts.
After training programme candidates can
perform as a Cabin Crew.

TASK 4
4.1Contribution of training and development activities to the effective operation of service
industry business
Training and Development
Training is a program that helps employees learn specific knowledge or skills to improve
overall performance in their job. Development focuses on growth of employee and future
performance (Sheehan, 2014). British Airways provide training and development to its
employees which help in improving effectiveness of organisation, individuals, and teams
Different types of training
There are two types of methods used by British Airways.
LópezandMeroño2011Marchingtonand et. al.,
2016MarchingtonWilkinsonandKynighou2016Messersmith and et. al.,
2011RenwickRedmanandMaguire2013RuberyandUrwin2011Schermerhornand et. al.,
2014Sheehan2014SparrowBrewsterandChung2016
On the job training
In this type of training, employee get their training on working job. Training is provided
to employees while there are performance jobs. There are various methods used by British
Airways to provide on the job training that is job rotation, coaching, job instructions, internship
training.
Off the job training
Methods used by British Airways for giving off the job trainings are case study, role
play, grid training, lectures (Sparrow, Brewster and Chung, 2016). These methods useful as they
emphasis only on training of employee without any extra burden of job.
Difference between training and development
various difference between training and development are explained below.
Training Development
Training objective is to meet present need of
employees
Development objective is to meet future need
of employee
This is short term process This is continuous process
Aim is develop skills and knowledge of This aim is to develop overall concepts and

specific job. personality.
The role and need of training
Improve performance and competency
Training of employees is need to improve overall performance of employees. British
Airways provide training which helps employees in developing new skills and increase their
knowledge. This will leads to better performance and competency of employees.
Employee engagement
Training helps in keeping employees engage in organisation. British Airways keep
regular training and development program for their employees. It reduces turnover of employees
from British Airways
A summary of the overall contribution of training and development to the effective
operation of the organisation
Increase motivation
Training and development provide to employees keep them motivated towards their
work. Training increases motivation and encourages employees of British Airways (Sparrow,
Brewster and Chung, 2016). It helps employee to get better understand and clearly about their
work and refreshes goals so that they can perform better.
Quality of work
In training various methods are used to teach and give better understating about work.
British Airways employees can train employee and improve quality and efficiency of
individuals. Training leads to increase productivity by improving skills and ability to complete
task.
CONCLUSION
From the above report it has been concluded that HRM is the process to manage, guide
and control workers for the firm. It is significant for organisation is to have talented staff for
handling business issues. There are several purpose of human resource management and role
which aids them to achieve the business goals profitably. Before hiring staff, this is needed to
formulate HR plan and work as per that. Moreover, this is important for company to give training

time to time so that they can increase existing employees skills, knowledge, productivity to
accomplish future requirements.

REFERENCES
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