The Role of Human Resource Management in the Hotel Industry

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The provided content discusses the importance of Human Resource Management (HRM) in the service industry, specifically focusing on Hotel Marriott. It highlights the benefits of training and development in HRM, including improved employee performance, self-confidence, and job satisfaction. The article also emphasizes the significance of effective HRM practices in recruiting, selecting, and retaining employees, as well as providing a positive work environment.

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HUMAN RESOURCES
MANAGEMENT FOR
SERVICES
INDUSTRIES
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TABLE OF CONTENTS
Introduction......................................................................................................................................4
Task 1...............................................................................................................................................4
1.1 Role and purpose of HRM in service industry.......................................................................4
1.2 Human resource plan based on an analysis of supply and demand.......................................5
2.1 Current state of employment relation....................................................................................6
2.2 Discussion on how employment law affects the management of human resource................7
3.1 Discussion on job description and person specification........................................................8
3.2 Comparison of selection process...........................................................................................9
4.1 Assess the contribution of training and development activities for the effective operation 13
Conclusion.....................................................................................................................................14
References......................................................................................................................................15
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Illustration Index
Illustration 1: Job Description and Job Specification......................................................................8
Illustration 2: Selection Process.....................................................................................................10
Index of Tables
Table 1: Comparison of selection process.....................................................................................10
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INTRODUCTION
Human Resources Management is a functional department in an organization which is
designed to maximize performance of an employee. Implementation of human resource
management practices in an organization helps to evaluate HR policies, team building, helps to
monitor the progress of employees, enable control mechanism, etc. These days human resource
management is required in every organization whether it is a product based company or a service
sector (Baum, 2012). Human resource management is important in product-based company as
well as in the service industry.
In this report, discussion has been made about human resource management in service
industry (Jackson and Schuler, 2015). For this purpose, Hotel Marriott has been chosen in order
to enhance the study of this report. Further, discussion has been made for analyzing roles and
purpose of human resource and the justification of human resource planning in Hotel Marriott.
Furthermore, assessment has been done on the current state of employment relationship and the
effect of employment law on management of human resource. Further, focus is made on basic
activities of human resource management in the service industry.
TASK 1
1.1 Role and purpose of HRM in service industry
Humans are the lifeblood of every organization for that purpose human resource
management is required for managing employees of the company company (Galanaki and
Papalexandris, 2005). In service sector also the HRM is essentially required in order to manage
employees of that company. HRM plays several roles in order to bring efficiency in the
organization. Some of the roles are discussed as follows:
Staffing: HR manager has to get the work done by the people. Even though machines are
there for every task but still humans are needed. For this reason, staffing is the main task
of HRM of Marriott Hotel. Staffing involves entire process of hiring which includes
development of staffing plan that is in which department employees are needed for
performing housekeeping, waiters work, and chefs. Accordingly, employees should be
recruited and selected according to the qualifications and experience which is assessed
during staffing plan.
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Development of workplace policies: For fairness and continuity, Hotel Marriott has
policy framework. It is the duty of HRM of Hotel to develop such policies which include
discipline process policy, ethical policy in which the customer should be treated in an
ethical manner, leaves policy for the hotel staff, dress code policy for waiters and other
staff of hotels.
Compensation and benefit: It is the duty of HRM of Hotel Marriott to decide the
compensation and benefit plans for hotel staff, which include basic pay, health benefits,
bonuses, reimbursement, etc.
Training and development: This involves training of new staff of hotels or existing
employees to cope up with the change. Training and development is required in Hotel to
train people on how to treat customers and satisfy them as well as many types of trainings
are given to teach etiquette of talking and behaving with the customers.
HRM of the hotel performs various functions to bring efficiency in the work of hotel staff
(Gibbs, MacDonald and MacKay, 2015). The main purpose for which HRM is required in Hotel
Marriott is coordinating the activity of employees in the hotel to achieve the goal of the Hotel
Marriott which is to pursue excellence in their work by keeping the customer prior. This can be
done by properly communicating goals of the organization to all the staff members including
housekeepers, chefs, waiters, top management, general manager, etc.
1.2 Human resource plan based on an analysis of supply and demand
Human resources planning are done in order to identify current and future need of the
human resources. This planning can be done after analyzing supply and demand of the human
resource. The plan should serve as a link between HR of the organization and the overall
strategic plan (Jones, 2002). Need analysis is done in the organization and through that it can be
analyzed about the demand for the HR in the organization at the time of season, because at that
time many visitors arrives in the hotel.. After the demand analysis, supply forecasting is done in
which availability of HR is estimated. The cost estimation, time estimation and other related
factors is to be estimated along with supply analysis. After this analysis, a plan is being made in
which it is being included that how much HR employees will be needed in order to manage the
work load during season. For this purpose sources are identified which involves least cost and
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early availability. These can be transfers or promotion in the case of internal supply and campus
placement and web advertising in case of external placement.
After making the human resource plan it can be justified that the plan is most effective.
The source identified involves less cost than any other sources. Demand of HR can be met
through internal supplies such as in case of new recruitment 3 executive housekeeper will be
needed, this vacancy can be filled through promotions and in case of excessive employees in
one department and shortage of employees in other department transfer of employees is best
option to manage such situation. External supply sources are campus placement (Law and Jones,
2009). By doing placement from a renowned college for hiring the permanent employees or by
providing internship program, this will benefit the organization as well as the students of those
institutes. No or little cost is involved in this source and other source can be web advertising that
is job advertising on social media sites, company websites, etc. which also involves less cost.
Less time is involved in recruiting people from internet because in short period of time many
candidate can apply for the job and recruitment can be done accordingly.
2.1 Current state of employment relation
In hotel industry, HRM is crucially required to satisfy customer by providing them high-
end services. The job of HR manager is to coordinate activities of all the staff together to bring
efficiency. Employment relations are formed by signing the employment contract which states
that employee will perform the work for employer in return for remuneration. It is the
responsibilities of employer to maintain and retain employees of the company by making good
relations with them. The relation of employment in Hotel is altogether different from other
industries (Lo, Stalcup and Lee, 2010). Employers make contract with employees and this brings
so many opportunities to reinforce positive as well as negative experience. In Hotel Marriott,
there are lots of employees employed in different jobs so there is a need to have a control over
them. For this purpose HRM makes contact with them regularly due to this, employment
relations are very strong between managers and hotel staff.
In present scenario, employment relations have become very sensitive. At Hotel Marriott,
employment relations are highly maintained and employees are highly satisfied with these
relations. According to the contract of employment, human resources have the right to get the
benefits associated with the employment. The staff of the hotels is provided with high-end
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working condition and good working environment. They are given various facilities such as
conveyance facility, meal facility, and free stay at the branch of Marriott anywhere in the world,
etc. Through these, employment relations are strongly maintained in this hotel (Nigam and et.al.,
2011).
2.2 Discussion on how employment law affects the management of human resource
Employment law is a broad area which covers all areas of the employer employee
relations except the negotiation process. The law consists of rights and duties between employee
and employer such as the working hours and wage rate, overtime pay, discrimination should not
be there based on color, race, caste, religion, etc. Healthy working environment should be
provided to employees, employee harassment should not be done. All these aspects are covered
under the employment law (Panagiotakopoulos, 2013).
This law affects the management of HR in the Hotel Marriott in both positive and
negative manner. Manager has to keep in mind all the points of law while managing the HR. At
the time of recruitment and selection, HR manager has to select the required candidate without
doing any discrimination based on caste, race, religion, color, gender, etc. Manager has to select
according to qualifications and skills required. The selected candidate should be offered proper
wage rate as per the law and proper disclosure of policies and other terms and condition should
be communicated to him in order to avoid ambiguity. The candidate should work until
mentioned hours and if they are working more than the estimated time than overtime should be
paid. Manager has to see that any staff of the hotel is not harassed mentally or physically.
Working condition of the hotel should be healthy and hygienic and proper facilities are provided
to all staff members.
All these aspects are properly followed by the Hotel HR manager so that it does not affect
the working of the Hotel in a negative manner. If these are properly followed than the employees
will be highly satisfied with the management of Hotel and satisfied employees will ultimately
satisfy customers by their effective work (Wickramasinghe and Fonseka, 2012). This will affect
the management of HR in a positive manner because HR manager is not required to apply more
techniques for motivating employees. However, if these are not followed properly than
employees may get dissatisfied which will reflect in their work and this will lead to poor service
quality of the hotel. Due to this, brand image of the Hotel Marriott will be degraded and
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customers will not visit such hotels where service quality is poor. Profit generation will decline
due to this reason. If the laws are not properly followed by the employer than this will lead to
legal action and employees may suit the case in the labor court because employee harassment is
done in the organization. This is done when they are not given proper wages or overtime
payment or they are not provided with healthy working condition and other benefits mentioned
in the contract.
For this purpose, employment law should be properly followed by the employers and HR
manager to avoid such circumstances. Employment laws are made to protect the employees from
the activities which are against the employment contract.
3.1 Discussion on job description and person specification
Source: Job Description and Job Specification, 2015
Job Description
Job description is written in broad and general way for a specific job after doing the job
analysis. The statement generally includes duties, responsibilities, purpose, scope, and working
condition of a job along with the job title. In this statement, name and designation of the person
has been mentioned to whom the employee will report. Job description usually forms the base for
person specification (Job Description and Job Specification, 2015).
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Illustration 1: Job Description and Job Specification
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At Hotel Marriott, HR manager firstly do organizational analysis in order to assess the
job vacancy in the hotel. After evaluation it was found that, job for executive housekeeping is
required. Evaluation of job is being done for that purpose so that a written statement can be
prepared. Manager wrote the specification for job description which includes the title as assistant
housekeeper and the summary of the job to be performed. The Executive Housekeeper has to
ensure the daily cleaning and tidying of all the hotel bedrooms and public areas. The person has
to monitor the performance of the Housekeeping department; operation has to be done in a
financial term and the efficiency of the linen service. In addition, it has been mentioned that the
person has to report to the room division manager. Even the location of the job is also mentioned
as well as job duties of the executive housekeeper.
Person Specification
The base of person specification is the job description. After the analysis of job and
making the written statement of job description the specification of person can be determined.
The person specification is a detail description of qualification, experience, training, skills,
responsibilities, emotional characteristics, etc.
At Hotel Marriott, the job description of the executive housekeeper has been stated and
according to that, the individual has to be customer focused should be aware about the business,
he should know how to manage people. The skills required in the person is that he should be
able to manage priorities, understands the IT issues related to housekeeping, team working, etc.
Qualifications required are – the person should have done the course of housekeeping from a
renowned institute and has a minimum experience of executive housekeeper for 3 years. Fluency
in other language can be advantageous for the candidate. All these detail about the specific job
should be written down by the HR manager as a statement. The person should be emotionally
strong and have the ability to deal with behavior of housekeeping employees (Hoque, 2013). The
person has the ability to do multi-tasking during absence of any managers or employees.
3.2 Comparison of selection process
The selection process consists of various steps. By following these steps, the organization
selects best suitable candidate for their company. Every organization has their own style of
selecting and hiring employees (Beattie and Osborne, 2013). If the selection process is effective
then, they can recruit best candidate for their organization. For this purpose, all the steps of the
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process should be followed to make the selection process effective (Selection process steps,
2013).
For these questions, two hotels have been taken in order to make the comparison between
their selection processes and to determine whose selection process is more effective. One is
Hotel Marriott and the other one is Hotel Hilton. For better understanding of this report a
following diagram has been taken, which shows the stages of a selection process in Hotel
Marriott as well as the selection process of Hotel Hilton.
(Source: Selection process steps, 2013)
Table 1: Comparison of selection process
Steps Hotel Marriott Hotel Hilton
Inviting the application The hotel invites the
application through
campus placement from a
renowned institute, by
posting the job description
on its company website.
This hotel invites the
application through email
newsletters and advertising
in the local newspaper.
Preliminary Screening Screening of all the They do the screening of
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Illustration 2: Selection Process

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applications is done and
who are not eligible
according to the job
description then those
applications are rejected.
They are adhered to the
required skills,
qualifications, and abilities.
If any of them are not
matching then those
applications get rejected
(Boella and Turner, 2013).
applications but are not
adhered to exact
description. Even through
one of the description is
missing they take the
application for further
process.
Employment Tests This hotel conduct various
employment tests such as
intelligence test, aptitude
test, emotional test, interest
test and psychometric test
in order to find the most
competitive candidate for
the organization.
This hotel also conducts
tests but only two types of
test that is intelligence and
interest test.
Personal Interview Hotel Marriott takes
interview of those people
who have passed the tests.
In this a panel of
interviewer consists of HR,
marketing, finance
manager and the General
Manager of the firm. Here
some questions related to
Personal interview is taken
by the recruitment officer
and some basic questions
are asked in order to test
the confidence of the
person.
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the job description and
about the hotel industry is
being asked and also some
questions is being asked in
order to test the confidence
of the person.
Reference Check After doing the interview
references are checked to
determine person's
authenticity and to ensure
that the person is not
involved in any of the
criminal or illegal activities
(Snell and Bohlander,
2012).
References are not verified
by this Hotel. This may
lead to difficulties in the
near future (Bartel, 2015).
Final Selection After doing the reference
check if the person gets
selected than he/she has
been given the
employment letter in which
the details about the job
profile, salary package,
time duration, leaves
policy and other benefits
are mentioned.
After the interview
process, suitable
candidates are selected.
The employment letter is
handed over to the
employees after their
joining in which the job
details and salary package
is mentioned. Rules and
policies are not mentioned
in the letter.
In Hotel Marriott, the proper process of selection is followed but in Hotel Hilton there are
some flaws in the selection process. Emotional test is conducted to determine the EQ of the
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person which is essentially required in the hotel industry. These are not tested in Hotel Hilton.
References should be checked to ensure the authenticity of the person if not checked it may lead
to difficulty for the hotel authority.
4.1 Assess the contribution of training and development activities for the effective operation
Training and development is one of the functions of human resource management which
is concerned with the activity of organization. Its main aim is to enhance the performance of
individuals and groups in the organizational settings. Training is focused on the current job of the
individual which he has to perform (Wilson, 2005). On the other side, development is concerned
with the overall development of the person's personality which will enhance their career (Mathis,
Jackson and Valentine, 2013). Every employee in the organization is given training and
development session to improve their current job or to develop their career. If the candidate is
newly appointed than, that person is given training about the organization and its policies and
about the technical expertise of their current job. If any new technology is introduced in the
organization or changes have occurred then the existing employees are given the training about
the new technology or to accept the changes. This reduces the chances of accident and wastage
of resources. Development of employees is done by giving them various opportunities to tackle
situation by giving them different responsibilities. They are also given various sessions for
personality development and career development which helps them in the future for developing
their career. Training and development have a major contribution for effective performance in
the organization (Tomé, 2011).
In Hotel Marriott, training and development is provided to the hotel staff. They have a
separate department for training in hotel industries. Training and development plays vital role for
the effective performance of the employees in the hotel. There are many advantages of training
and development in the hotel industry which helps in enhancing the performance. Some of them
are enumerated below:
1. Needs Assessment: Manager of Hotel Marriott can get best results from a training
program if they target specific areas which require improvement. For instance, if manager
get the feedback from customer and notice that there is an increase in complaints from
customers about food quality and service, the training efforts of manager should
concentrate on these two areas (Wilkinson and et.al., 2009). Manager should provide or
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avail the training about the culinary classes to cook or bring servers in the organization
from renowned restaurants to provide instruction to the waiter. The importance of these
efforts will be apparent when customer complaints turn to praises and the manager will
begin to notice an increase in repeat business.
2. New Recruitment: When new hiring of hotel staff is done than training is provided in
order to make them aware about the Hotel Marriott's rules and regulations and the
organization's policies. Training about the particular job is to be provided so that the new
people can perform according to standards of the hotel. The employee will perform
according to standard codes of the hotel. For instance, if the person as a housekeeper is
appointed than training about use of machines and cleanliness should be given. In case if
the person does not have an access on those machines than this may harm him or the
belongings of customers. Through training, person can work in an effective manner
(Snell and Bohlander, 2012)
3. Ensures Employee Satisfaction: Through training, the employee gains knowledge about the
technical know-how, which improves their performance, and ultimately boosts their self-
confidence or morale. This self-motivation brings efficiency in their work and leads to good
appraisal which leaves the employee highly satisfied.
These are some of the benefits of training and development which contributes in the
effective performance of the Hotel Marriott.
CONCLUSION
From the affirmative report, the conclusion can be made that human resource
management is as important in service industry and in the manufacturing sector. The Hotel
Marriott has highly efficient HRM to do the function of HR that is recruiting, selecting, training
and developing, retaining, remunerating and many more. The employees of Hotel Marriott are
highly satisfied due to proper management of human resources in the organization. The
employment relation in this hotel is very strong so it is advantageous for the hotel because of this
strong relation the laws of employment do not affect the business in any negative aspect.
Training and development is provided to all new employees and the existing human resource in
order to cope up with the change and to learn new technological aspect.
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REFERENCES
Journals
Baum, T., 2012. Human resource management in tourism: a small island perspective.
International Journal of Culture, Tourism and Hospitality Research. 6(2). pp.124-132.
Galanaki, E. and Papalexandris, N., 2005. Outsourcing of human resource management services
in Greece. International Journal of Manpower. 26(4). pp.382-396.
Gibbs, C., MacDonald, F. and MacKay, K., 2015. Social media usage in hotel human resources:
recruitment, hiring and communication. International Journal of Contemporary
Hospitality Management. 27(2). pp.170-184.
Jones, C., 2002. Facilities management in medium‐sized UK hotels. International Journal of
Contemporary Hospitality Management. 14(2). pp.72-80.
Law, S. F. and Jones, S., 2009. A guanxi model of human resource management. Chinese
Management Studies. 3(4). pp.313-327.
Lo, S. A., Stalcup, D. L. and Lee, A., 2010. Customer relationship management for hotels in
Hong Kong. International Journal of Contemporary Hospitality Management. 22(2). pp.
139-159.
Nigam, K. A. and et.al., 2011. The impact of strategic human resource management on the
performance of firms in India: A study of service sector firms. Journal of Indian
Business Research. 3(3). pp. 148-167.
Panagiotakopoulos, A., 2013. Mina makes the most of human‐resource management: Mini‐
market switches from competing on price to competing on service. Human Resource
Management International Digest. 21(1). pp. 26-27.
Tomé, E., 2011. Human resource development in the knowledge based and services driven
economy: An introduction. Journal of European Industrial Training. 35(6). pp. 524-
539.
Wickramasinghe, V. and Fonseka, N., 2012. Human resource measurement and reporting in
manufacturing and service sectors in Sri Lanka. Journal of Human Resource Costing &
Accounting. 16(3). pp. 235-252.
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Books
Beattie, R. and Osborne, P. S., 2013. Human Resource Management in the Public Sector.
Routledge.
Boella, M. and Turner, S., 2013. Human Resource Management in the Hospitality Industry: A
Guide to Best Practice. Routledge.
Hoque, K., 2013. Human Resource Management in the Hotel Industry: Strategy, Innovation and
Performance. Routledge.
Mathis, L. R., Jackson, J. and Valentine, S., 2013. Study Guide for Human Resource
Management. Cengage Learning.
Snell, S. and Bohlander, G., 2012. Managing Human Resources. Cengage Learning.
Wilkinson, A. and et.al., 2009. The SAGE Handbook of Human Resource Management. SAGE.
Wilson, P. J., 2005. Human Resource Development: Learning & Training for Individuals &
Organizations. Kogan Page Publishers.
Online
Bartel, P. A., 2015. Human Resource Management and Performance in the Service Sector: The
Case of Bank Branches. [Online]. Available through
<https://ideas.repec.org/p/nbr/nberwo/7467.html>. [Accessed on 14 October 2015].
Jackson, E. S and Schuler, S. R., 2015. HRM PRACTICES IN
SERVICE-BASED ORGANIZATIONS:
A ROLE THEORY PERSPECTIVE. [Online]. Available through <https://www.google.co.in/url?
sa=t&rct=j&q=&esrc=s&source=web&cd=2&ved=0CCIQFjABahUKEwju_KqX5MHI
AhXUkI4KHQNLCZ8&url=http%3A%2F%2Fsmlr.rutgers.edu%2Fjackson-hrm-
practices-service-based-
org&usg=AFQjCNEvyBQTgsj6oVqQtzS4t1nVZsncWg&bvm=bv.104819420,d.c2E&c
ad=rja>. [Accessed on 14 October 2015].
Job Description and Job Specification. 2015. [Online]. Available through
<http://www.managementstudyguide.com/job-description-specification.htm>.
[Accessed on 14 October 2015].
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Selection process steps. 2013. [Online]. Available through
<http://managementation.com/selection-process-steps/>. [Accessed on 14 October
2015].
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