Issues in Human Resource Management at Ritz Hotel: A Case Study

This report discusses the contemporary issues associated with human resources management faced by the Ritz hotel HR manager and team. It includes three articles on emerging trends and challenges in HRM, HR's main challenges revealed during Covid-19, and current issues in HRM. The report also presents a job description for the general manager position, synthesizes and conceptualizes the process of performance management within Ritz Hotel, and critically analyzes two existing HR policies and practices of Ritz Hotel. The subject is Human Resource Management, and the course code is not mentioned. The college/university is not mentioned.

Issues in human resource
management

Table of Contents
INTRODUCTION...........................................................................................................................3
Presenting three articles on contemporary issues associated with HRM.....................................3
Job description.............................................................................................................................6
Synthesizing and conceptualizing the process of performance management within Ritz Hotel. 8
Critically analyse two exiting HR policies and practices of Ritz Hotel and communicating to
all employees.............................................................................................................................11
CONCLUSION..............................................................................................................................12
REFERENCES..............................................................................................................................14

INTRODUCTION
Human Resources Management (HRM) is a strategic approach which involve the effective
and efficient management of people or talent in a company or organization for the purpose of
gaining competitive advantage (Zondo, 2018). The present report is based on Ritz Hotel,
London. Ritz hotel is a second grade five star luxury hotel of London that was founded in the
year 1906. In hotel, there are around 23 number of suites, 3 restaurants and 111 rooms. The
report will discuss the contemporary issues associated with human resources management faced
by the Ritz hotel HR manager and team. Further, the report will design and develop the job
description and personal specification of different management position within Ritz hospitality
organization. In addition, the report will conceptualise the process of performance management
within Ritz hotel in order to reduce the staff turnover, identifying the needs of training and last to
enhance promotion. The HR team of a hospitality organization plays vital role in increasing and
enhancing the productivity of its staff. Lastly, the report will discuss the two current human
resources policies and practices followed by Ritz hotel such as 360-degree performance
management feedback system etc. and communicating the same to all employees.
Presenting three articles on contemporary issues associated with HRM
Article 1: Emerging trend and challenges in Human resources Management
In the present article, the different emerging trend and challenges in human resources
management of the organization is being revealed. At the time of reading this article, I have
found out that human resources team of an organization is play vital role towards the success of
organization because their main objective is to maximize the performance of employee. Further,
I have also analysed that the three most significant challenges that come from environment,
organization and individual side that affect the Human resource of the company which have to be
understand by HR manager and its team. The environmental challenges faced by human
resources management of the organization is due to change in external business environment,
globalization, lack of skill & expertise, workforce diversity legislation compliance etc. I have
understood that in the present world, managing a workforce diversity is one of the emerging and
biggest challenge for HR team (Zondo, 2018).
Further, from this article I have also analysed that the organization challenge for HR
manager is include gaining competitive position, creating positive workplace, creating self-

managed teams, organizational restructuring etc. But the most significant and emerging issues
that are faced by HR teams is development suitable organization culture where people can able
to work positively and with its full potential (Emerging trend and challenges in Human
resources Management. 2022). Lastly in this article I have identified that providing personal
development to staff through proper and continuous training and development is another
challenge that HR team are facing in the present world. From my point of view, the HR
management of the company have to adopt proper strategies to manage diversity and
development of employees.
Article 2: Covid-19: HR’s main Challenge revealed
This article has revealed the main and significant challenges of HR management of
organization that they have faced during this Covid-19 outbreak. At the time of going through
this article, I have identified and analysed that almost 7 in 10 HR leaders think that crises
management and business continuity planning is the top challenges of human resources
management during the Covid-19 outbreak. It is because during the pandemic situation and
temporary closer of business the company unable to provide same benefits and salary to its
employee which they give before this pandemic. The impact of which employee became highly
demotivated as their income has decreases. Further, I have also analysed from this article that
managing flexible work arrangement and employee communication during the Covid-19 is also a
biggest challenge as the employee do not come to office and understanding their concern from
distance is though task for HR teams.
Addressing employee concern, implementing preventive measures as well as reviewing
current welfare policies is also a main challenges of human resources management which I have
understand from this article reading and researching. From this article, I have also identified and
analysed that in order to understand the concern of its employee and maintaining a proper
communication with them even during the pandemic situation, the HR team should adopt virtual
training and feedback sessions (COVID-19: HR's main challenges revealed. 2022). It might be
one to one session where each employee gets the chance to communicate with top authority and
share their views. In this way, HR management can deal with the challenges they are facing
during pandemic.

Article 3: What are the current issues in human resources management?
This article states the list of different current issues in human resources management that
are affecting the overall productivity and performance of employee as well as company. I have
read this article in order to gain knowledge on current issues in HR management. After reading
this article, I have found out that change management is a current issue in the HRM because of
the drastic change in the innovation and technology. So, providing the employee with proper
training regarding the changes and keep them updates is one of the biggest issues that are faced
by human resources management of the company. Further, I have also analysed from this article
that retaining talented employees at the workplace is also a current issue that are affecting the
performance of the company (What are the current issues in human resource management?.
2021). I have also analysed from the article that from businesses will expect HR as a
championship coach which guide the employee and by the 2025 the HR team will become an
essential part of strategic planning.
In the article, it was also written that compensation and workforce training and
development is also a current issue of human resources management. I have analysed that for
human resources team of an organization, providing training to employee regarding their work
job and updating in work is important for reducing the mistakes, wastage as well as enhancing
employee productivity. Further, I have also assessed that during the peak season and high
demand situation, the employee need to work extra beside their working hours which is quite
hectic and demotivating factor for employees. So, at that time keeping them motivated by
providing them with suitable compensation and incentives is a challenges and toughest task for
the HR team of the organization. For example, in Ritz hotel, the employee needs to interact with
the consumers on a daily basis and also need to communicate with them calmly and patiently.
So, for this the personality development and proper communication skills is employee is
important which is only possible with training and positive workplace environment (Campion,
Campion and Campion, 2019). I have applied this example in the case of Ritz hotel and on that
basis, I understand that compensation and training and development is a issue for HR of
hospitality organization as well.
I have also identified from the article that using artificial intelligence and organising virtual
team is an emerging HRM trend which have to be followed by the HR manager and team of Ritz
hotel within their organization for retaining existing talents and attracting new talents. I have also

understood and analysed from this current article that HR management plays a key role in
developing, reinforcing and changing culture of the organization with the help of their skill,
expertise and unique thinking power along with performance management strategies.
Job description
Report To: Managing director and Owner.
Position summary: The general manager is responsible for all the functional unit of the hotel
day to day staff guest. The person is considered as representative of hotel brand and provide
leadership and s strategic planning to all the department in support of service culture and
maximize the operation sector so that quality service is given to the customer. It work closely
with CEO of company and other stakeholders (Cohen, Sauermann and Stephan, 2020).
Moreover, it is responsible for managing the hotels management team and overall company
targets so that customer can get excellent service. Although a general manager is required to
handle profitability and guest satisfaction measures.
General manager duties and responsibilities:
 Oversee the operations functions of hotel as per the organizational chart.
 Hold regular briefings and meeting with all head of departments.
 Lead all key property issues including capital project and customer services and
refurbishment .
 Handling complaints of customer and oversee the service recovery procedures.
 Responsible for the preparation, presentation and achievement of hotel annual operating
marketing, sales and plan budget.
 Ensuring all decisions are made in the best interest of the hotels and management.
 Delivering hotel budget goals and set other short and long term strategic goals.
 Closely monitor the hotels business reports on daily basis and take decisions
accordingly.

 Maximizing room area of hotels and resort revenue through innovative sales practices
and yield management programs.
 Coordinating with HOD’s for executing the plan and new activities within firm.
 Responsible for legalization like health and safety act, fire regulations and other legal
requirements.
 Corporate client handling and take part in new client acquisitions along with the sales
team whenever required.
 Providing effective leadership to hotel team members.
Prerequisites: The ideal candidate is seasoned and highly intelligent hotel professional with
good management skills and experience of managing the hotel. Available to work when
needed including weekends and nights as well as days.
Education: A university degree in hotel management or related field with experience in
opening managing or re- positioning a hotel with clear track record. Excellent computer system
skills.
Experience: A least 15 to 20 years experience in hospitality industry with luxury and
international experience, ideally including experience in remote locations (Nielsen, 2022). And
5 to 10 yeas of experience as general manager and Asst. general manager.
Salary : 20,000£ to 23,000
Special attributes:
 Good communication skills.
 Proficiency in MS excel and word.
 Have good leadership skill so that subordinates can be manager.
 Well versed in computerized environment.
 Good interpersonal skills.
Company Summary:

Ritz Hotel is providing various career option in hospitality sector so that it can provide quality
services to the guest. Along with this, it foster the culture of creativity and the company is
deeply committed to empower them to go beyond unforgettable moments to life for our guest.
The company is unique blend of experience , passion and integrity as well as surrounded like
minded hospitality professional . As career aspiration are fulfilled an individual will have
chance to experience unprecedented growth both personally and professionally.
Synthesizing and conceptualizing the process of performance management within Ritz Hotel
Human Resource management of every organization is highly concerned for their one of the
most important function that is, performance management of the employees concerning their
organization (Kassick, 2019). Performance management refers to the ongoing process with
reference to identification, measurement and development of the performance of employees
working for the organization like Ritz Hotel. The process is referred to as communication based
and collaborative allowing employees & management for working together in order to plan,
monitor & review several aspects of employees such as long term goal, employee’s objectives,
job trajectory & their overall contribution to the company. The process is continuous in terms of
facilitating management and employees in receiving and giving feedback.
With regards to Ritz Hotel, performance management process is helpful in reducing staff
turnover, identification of training needs and enhancing the opportunities for getting promotions
within the organization in terms of both pay and responsibilities. The process of performance
management existing within Ritz Hotel can be bifurcated into four categories or steps which
involves planning, coaching, reviewing & rewarding (Macke and Genari, 2019). All these steps
are very crucial and forms the backbone of performance management process of the company.
The first step is the planning where management and HR at Ritz Hotel indulged in
defining job, its comprehensive description, short and long term goals, key objectives along with
metrics for their assessment. At this stage, along with setting SMART goals for employees,
management used to determine the standards against which the performance of employees would
be judged. Post setting goals, inputs are being obtained from employees with reference to what
skills and competencies are necessary for the accomplishment of set goals and objectives. This
input or feedback from employees allow HR manager at Ritz Hotel to determine the training
needs to assist them in achieving their individual as well as organizational goals. After this
agreement took place between employees and management regarding defined goals, objectives

and roles expected from employees (Hussain, 2018). Accordingly, with the participation in goal
setting, employees feel involved and engaged which makes them enthusiastic and well –
understood of what is expected from them. This ensures their long term stay with Ritz hotel and
thus staff turnover could be reduced to the great extent. This is because if employees feel less
engaged, unclear about their goals are sure to be failed consistently and accordingly, more likely
to leave that organization on the ground of feeling invaluable.
Coaching is the second step of performance management process which involves organization of
meeting on regular and timely basis. With these meetings, HR manager at Ritz Hotel places
emphasis on training solutions & opportunities for coaching with identifying where employees
are struggling. Accordingly, management resort to receiving and giving actionable feedback in a
honest manner with the help of adopting collaborative approach. Furthermore, at this stage,
management undertake to revisit the objectives set at prior stage to see the scope for adjustments
along with paying attention to the career development opportunities for the employees working
in Ritz Hotel (Noack, 2019). In this way, through organizing meeting from time to time, HR
manages the performance of their employees by understanding the need for training and
providing for the most effective solutions for facilitating best career development options for the
employees. With this performance management oriented task, HR at Ritz hotel creates eagerness
among employees to learn in order to improve themselves which in turn, enhances the
opportunities of getting promoted for them. If it is not so, then employees feel that there is scope
for promotion and advancement available to them and accordingly, such feeling never drives an
individual to remain with the organization for long. Thus, this step is crucial in assisting Ritz
Hotel towards reducing staff turnover, enhancing promotions as well as identification of training
needs.
The third step is reviewing, which involves employee review also known as performance
appraisal allowing Ritz Hotel management in understanding how well their employees have
performance during the specified time period under consideration (Makedon and et.al., 2019).
This enables managers in solving problem concerning their employees, making adjustments in
goals and other tasks associated with the future. At this stage, the review is also done of process
of performance management and its working to judge its effectiveness in facilitating employee
stability, learning or development and facilitating timely promotions of employees.

Several questions that HR manager at Ritz Hotel asked to their employees at this stage
are as follows:
 Does the assigned goals met?
 Did you face any challenge while accomplishing your goal?
 Is there any need for training to improvise similar tasks in the future?
 Is the management feedback seeming to be effective in overcoming roadblock?
With these questioning at reviewing stage, management are able to identify the areas
requiring immediate concern or causing issues for the employees where application of training is
must (Zhao, Cooke and Wang, 2021). With these acts, management establish regular interaction
with employees which makes communication with employees more fluid as well as facilitating
Ritz hotel management in keeping themselves informed of both potential issues and progress of
their employees. This in turn, enhances employee’s involvement in matters concerning their
organization and therefore, they get directed towards staying long with the Hotel. Thus,
facilitating minimum staff turnover.
Action is the last step concerning performance management process which involves rewarding
and recognising employees at Ritz Hotel. Reward and recognition is nothing but one of the factor
enhancing opportunities of getting promoted for hospitality employees. For this, management at
Ritz hotel provides for several monetary benefits such as increased pay, offering bonuses and
incentives to highly performing employees in terms of free stay and food at Ritz Hotel outlets,
etc. rewards are not restricted to monetary benefits but also include rewards in terms of new
projects, time off, company wide recognition and offering leadership opportunities to their
employees. Need for Recognition is natural for human beings and in fact, it acts as a motivating
factor for getting productive and better results from employees. This in turn helps in boosting
employee engagement and accordingly, staff turnover gets reduced with the provision of
opportunities of getting promoted (Turkmenoglu and Cicek, 2020).
All the steps of the process of performance management has been synthesize and
conceptualized within the performance management system adopted by the management of Ritz
Hotel and accordingly, it has been identified that with the help of planning, coaching, reviewing
and taking actionable steps, management is successfully able to minimise staff turnover, identify

training needs along with enhancing opportunities of getting promoted for their employees at
Ritz Hotel.
Critically analyse two exiting HR policies and practices of Ritz Hotel and communicating to all
employees
The two most crucial and existing human resources policies and practices followed by Ritz
hotel within its organization are as follows:
The 360-degree performance management feedback system practice:
This is one of the most emerging and best practice and policies of HR that uses and followed
by the hospitality organization such as Ritz hotel within their business to keep their employee
motivated, engaged and satisfied. The HR management of hotel basically conduct one to one
session and also implemented 360-degree feedback system with the organization in order to
properly communicate with its employee and also understand what are their major concern. As
per this system, development of the employees is based on receiving the feedback (Zondo,
2018). For example, in Ritz hotel the HR management conduct the feedback session within each
month or sometime may be twice a month in order to identify and understand what are
happening in the organization. In order to identify whether there is any unethical work is going
on in the organization manager conduct this session with its respondent.
The respondent can be supervisor, leaders, managers, staffs, customers etc of hotel. This
system helps the human resource management of Ritz hotel to identify the strength and weakness
of the employee. After understanding its strength and weakness, the manager will provide the
training according to their weakest area. For example, a waiter of Ritz hotel unable to
communicate well with the customer is their weakest area which the manager has identified from
360-degree performance management feedback system (Pereira, Natalya and Slesarenko, 2020).
Further, the management has provided communication training to that waiter and provide
learning about how they need to speak in front of customer in order to make them happy. In this
way, this system builds and boost the morale of the employee.
Also, with the help of this practice, the HR manager of Ritz hotel able to create a culture of
openness where each employee able to share their thoughts and concern with them and further
the manager will adopt the proper strategy to solve its concern or issues. The impact of which
employee able to work positive with its full potential which leads to higher productivity. The
ultimate result of which the profitability and performance of the company will also increase. This

practice is followed by Ritz hotel so that leaders and employee feel that they also have voice
which they can raise at the time of partiality, harassment and inequality. It is also best for
providing appraisal to employees on the basis of its performance.
Communication of this practice to all employees
In order to communicate about its HR policies and practices with its fresher as well as
existing employees, Ritz hotel HR manager conduct training session. For example, at the time of
on boarding fresher, the human resource manager take face to face meeting with the employee to
communicate them and aware them about its 360-degree HR practice and its benefits. Further, to
communicate the same practice with its remote staff, the human resource management of Ritz
hotel conduct virtual meetings and trainings (GÖRÜN, KAYAR and VAROL, 2018). The aim
behind this is that they employee aware of HR policies which are created for their benefits.
Another HR policy or practice that could be explained in the context of Ritz Hotel is
provision of incentives to their employees from time to time that is on a yearly basis. The
implementation of this practice must be done in a correct manner to ensure that it motivates the
employees to the level expected while designing it. At Ritz, management has decided to motivate
their employees by offering incentives to them in the form of commission and bonuses on the
basis of employee’s individual productivity. The revision that has been made in this is that the
provision of incentives would be now done on quarterly basis where non-monetary recognition
will be done on the basis of points obtained by employees (Khanal, 2021). The points are added
on the employees point account on receiving every positive feedback from customers. This led to
improvement in customer services and therefore, higher customer satisfaction could be ensured
by hotel management. This HR policy is helpful in improving both employee performance as
well as organizational performance at Ritz Hotel.
Communication of HR practice to employees at Ritz Hotel
Ritz HRM follows Email system for the communication of Incentive programs to all of
its employees. It is considered as the most common and efficient way of communicating
incentive program to employees. Also, the communication of gaining points to employees are
done through sending electronic messages (Stone, Cox and Gavin, 2020).
CONCLUSION
From the above report it has been concluded that issues in human resource management
arises on account of several challenges that modern HR managers faces as a result of changing

needs and requirements of human beings. The present report was concerned with Ritz Hotel, an
American MNC into the operation of luxury hotel chain across the globe. This report is
concerned with the identification of contemporary issues facing Human Resource Management
of hospitality organization and accordingly, there was a portfolio of tasks performed for the
same. To begin with, several articles were searched for and selected which is based on
contemporary issues or emerging trends associated with Human Resource Management.
Accordingly, the trends identified include adoption of virtual training, using artificial intelligence
& feedback sessions at the time of pandemic. Furthermore, the current issue facing hospitality
industry with respect to HRM was found out as retaining talented employees which is affecting
performance of the hospitality concern such as Ritz Hotel. At last several challenges that the
HRM of hospitality concern is facing in contemporary world involves creating positive
workplace, gaining competitive position, organizational restructuring and creating a team of self-
managed personnel. Secondly, the task involves designing and development of job description
and person specification for the position of Managing director which indicates the duties and
responsibilities within the hospitality concern, perquisites that Ritz hotel has offered to the
person employed at this position, level of education and experience expected from the person at
this position has been stated accordingly. Thirdly, the process of performance management has
been synthesized and conceptualized with respect to Ritz Hotel to understand how performance
management process is assisting management in minimizing staff turnover, determining training
needs and enhancing promotional opportunities for both employees and Hotel as a whole. At last,
the two HR policies and practices that HRM at Ritz hotel follows has been critically analysed
which involves 360 degree performance management system and employee incentives program.

REFERENCES
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feedback for performance appraisal.
Pereira, J. P., Natalya, E. and Slesarenko, I., 2020, February. The analysis of competency model
for a performance appraisal system in the management of food service industry.
In International Conference on Information Technology & Systems (pp. 162-171).
Springer, Cham.
GÖRÜN, M., KAYAR, İ. and VAROL, B., 2018. 360-degree performance appraisal and
feedback system: A study with heads of departments in Canakkale Onsekiz Mart
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Cohen, W. M., Sauermann, H. and Stephan, P., 2020. Not in the job description: The commercial
activities of academic scientists and engineers. Management Science. 66(9). pp.4108-4117.
Nielsen, P. H., 2022. Public popularity as a part of the job description? Dismissing unpopular
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