Human Resource Management in Service Industry

This presentation provides an overview of human resource management in the service industry, focusing on the role and purpose of HR management, employment law compliance, and current state of employment relations. It includes a case study on Marriott hotel.

Human Resource Management
in Service Industry

COVER CONTENT
Introduction
Role and Purpose of Human Resource Management
Human resource plan by analysing demand and supply factor
Current state of employment relation
Employment Law affects management of HR
Conclusion
References

INTRODUCTION
Human resource management refers to the process of managing, hiring and overall
development of the staff members of an organisation. It involves training,
orientation sessions, planning etc. No organisation can work without human
resource or workforce especially in service sector as this sectors works on idea of
providing services to its customers and gain satisfactory feedback from them for
same. This report is based on Marriott hotel which is a chain of hotels and resorts
located worldwide. Marriott has been rewarded by Forbes award for its excellency in
services.

HUMAN RESOURCE MANAGEMENT
 It is an strategic approach to effectively manage employees within an
organisation to gain competitive advantage in a business environment.
 It is mainly concerned with managing people working in an
organisation towards a common goal.

ROLE AND PURPOSE OF HUMAN RESOURCE
MANAGEMENT
 It involves:
 Staff training and development
 Employee Relations
 Recruitment
 Employee Law Compliance
 Health and Safety

HUMAN RESOURCE PLAN
 Marriott hotel sponsors the new year carnival fest at Goa every year from 28
december to 2 january. In essence to this, it requires increase in its staff as well as
innovation of its services. It requires 25-30 junior staff as well as 5-6 managers
who are capable of managing the staff and services. The HR plan for this is
explained below:
 The HR plan for this is explained below:
 Source of recruitment-
 Selection Procedure
 Determine compensation
 Provide training

PROVIDE TRAINING
 Few responsibilities of the junior staff are:
 Junior staff
 Escorting the customers
 Welcoming the customers, providing them welcome drinks.
 Keeping their luggage in their respective rooms.
 Managers
 Handling the queries and issues of the customers.
 Resolving the issues of employees.

EMPLOYMENT LAW
 Employment laws regulates rights and duties among employees and
employers. It protects rights of workers by providing them certain laws
to save their interests. Management of Marriott Hotel must comply with
government rules and regulations which are mentioned below to to
protect rights of their workers.
 Job discrimination act

CONT.……
 Gender equality
 Health and Safety Laws
 Family and Medical leave act:

CURRENT STATE OF EMPLOYEMNT
Employee relations refers to the maintenance of balanced relationships
in an organisation. It may be a broader concept but keeping a hold of it is very
important so that the organisation is able to function properly. It is basically
relationship status of a business concern with its employees. Service industry or
hospitality industry involves the maximum number of employees so a healthy
balance of relations is very important. Current state of employment relations
can be made effective by following:
 Role of unionisation
 Negotiate new contracts
 Avoid partiality at work

CONCLUSION
As per the above report it has been concluded that human resource
management plays a key functional element in every organisation and each
aspects of organisation. In hospitality serving industries human resource role is
very important in order to accomplish goals and attain objectives. Human
resource managers need to know all essential employment laws which are
subjected to hospitality sector. They must understand their responsibilities and
managerial goals for organisational benefits.

REFERENCES
Alfes and et. al., 2013. The link between perceived human resource
management practices, engagement and employee behaviour: a moderated
mediation model. The international journal of human resource management.
24(2). pp.330-351.
Budhwar, P. S. and Debrah, Y. A. eds., 2013. Human resource management
in developing countries. Routledge.
Chelladurai, P. and Kerwin, S., 2017. Human resource management in sport
and recreation. Human Kinetics.
Huselid, M. A. and Becker, B. E., 2011. Bridging micro and macro domains:
Workforce differentiation and strategic human resource management.

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