Issues in Human Resource Management

This report discusses the contemporary issues and emerging trends in Human Resource Management in the hotel industry. It highlights the challenges faced by HR managers, such as communication gaps, unclear job descriptions, policy formulation issues, employee turnover, and employment agreements. The report also explores the emerging trends in HRM, including the use of automated response systems and the importance of flexibility in the workplace. The reflection section provides insights from a HR executive's perspective, and the report concludes with the development of a job description and person specification for the role of a front office manager in a hotel.

Issues in Human Resource
Management

Table of Contents
Table of Contents.............................................................................................................................2
INTRODUCTION...........................................................................................................................1
MAIN BODY..................................................................................................................................1
Contemporary issues as well as emerging trends related to Human Resource Management in
Hotel industry and reflection.......................................................................................................1
Development of Job Description along with Person Specification.............................................5
Training material for new HR Manager of Dorchester Hotel on HR practice and policy of
Training and development (Covered in Leaflet)......................................................................10
CONCLUSION..............................................................................................................................10
REFERENCE................................................................................................................................11

INTRODUCTION
Human resource management is the activity which is performed by management in order to
run a business and increase the organisational performance. This is main department which
identify the needs of organisation, recruit employees, select best one, organising, directing and
controlling them effectively a business can be run effectively. People who are running their
business is required to hire the employees in each department who can understand the needs and
perform their roles and responsibilities accordingly (Aguinis, Edwards and Bradley, 2017). This
department maintain functions of company, administer task, coordinate departmental functions
and take the competitive benefits. HRM is main department who is focusing on needs of every
employees, formulated rules and regulations and implement them so all activities can be
performed effectively. This report is based on Hotel Ritz that is five star hotel in UK, providing
different types of products and services by facing many issues. This organisation is following the
luxurious services that attracts people and deliver them kind of services. This report highlights
on contemporary issues together with emerging trend relation to HRM such organisation. It
involves job description, person specification for supervisory position etc.
MAIN BODY
Contemporary issues as well as emerging trends related to Human Resource Management in
Hotel industry and reflection
In competitive business environment, this is important for organisation to recruit
employees, provide direction and control them effectively so they can perform their business
activities that can help to increase organisational productivity. So for performing all activities
and functions there is need of human resource manager who understand what people and
employees wants and how they can be satisfied. In context to Ritz hotel, HR manager is
following all regulations and policies that can help to manage the all functions so goals and
objectives can be achieved properly (Aust, Muller-Camen and Poutsma, 2018). Herein, HR
manager is playing role and responsibilities so they manage and direct all functions and get
competitive advantages. While running a business following issues and emerging trend in
relation to HRM are as defined:
Issues with HRM
1

According to Thite, ed., 2018, Human resources department is main department which is
understanding needs of employees and playing functions effectively so all functions can be
perform properly. They are focusing how each activities can be managed and control. In Hotel
Ritz, human resource manage is facing different issues which are related to understanding human
behaviour, managing employees relations, sharing information and increasing number of
customers that are as explained:
Communication – This is main issues in every organisation that communication gap
which is creating problems for employer and employees resulting activities cannot be performed.
Communication is major factor in all organisation where it is important that manager should
communicate properly with their employees so they can complete their assigned work. If there is
lack of communication then it become difficult for company to manage all functions and perform
business activities. The reason of communication issue is huge grapevines are associated with
employers that increases organisational issues because employees are not able to communicate
properly with each department and they cannot run business. For instance, in Ritz hotel there are
number of employees and labours are working who do not have direct relation with their superior
resulting not completing all work in time. Due to lack of communication employees do not treat
customers as they do not understand what they wants which creates dissatisfaction between
employer and employees that affects business negatively (Bakker and Demerouti, 2017) .
Job description – This is important needs of organisation which are preparing by
management in order to recruit and getting the work complete in time so new comers can
understand their role and responsibilities. Such issues is facing by organisations because they
are not able to prepare a job description proper that creates confusions between people and it
limits the new talent. In context to Ritz Hotel, issues is facing because HR manager fails to
devising proper job description that can cover area of employees and recruit new talent so
business can grow. Due to unclear job description and responsibilities of employees a
organisation cannot perform well and face difficulties to run a business (Barnes, Bonalle and
Saunders, 2015).
Procedure and policies – This is another issues which is facing by organisation that HR
manager formulates policies and regulation to provide satisfaction to employees and run a
business by dealing with customers regularly. It has defined that in all companies legislations
and policies are structured by HR manager who understand the employees requirement and make
2

different policies that develop the business as well as employees. This issues is faced by HR
manager of Ritz Hotel because management are unable to deal with legislation and policies
which is creating problems while running and business which is impacting on business
negatively (Bennett and et. al., 2017).
Employee Turnover – In recent year, it has seen that the ratio of employee turn over is
increasing day by day. The reason behind employee turnover is dissatisfaction and not following
employees policies that is increasing conflicts between employees and affected business
activities negatively. In context to Ritz Hotel, managers are not completing basic needs and
wants of their employees who are working in organisation that influenced employees negatively
and reduces organisational productivity as they make decision to switch the business. This type
of problem is facing by chosen company in their organisation that is affecting on business
negatively (Clark, 2018).
Employment agreement – Thus is another issues which is facing by hotel industry while
running a business that is affecting business negatively. Employees agreement are consider as
sets of expectation, boundaries and legal agreement in relation to a business that can help to
maintain the good relations between employer and employee. This agreement states obligations
and benefits which are followed by organisation and employees in order to perform well and
affected business negatively. In Ritz Hotel, number of employees are working as waiters, staff,
office administrator, operations, chefs and maid who are working collectively. If there is nothing
mentioned clearly about employees agreement then activities and functions cannot be performed
effectively. This problems is faced by Ritz hotel industry who is reducing the organisational
productivity and profitability (Daft and Marcic, 2016).
Emerging trends concerned with HRM
According to Clark (2018), Human resource management and capital are important
factor of hospitality industry where they understand what they need to do and how they can be
satisfied. Currently hospitality sector is employing around 20% of international workers and rest
of the residential employees who are performing their roles and responsibilities effectively and
increasing organisational performance. But, in this industry the turnover of employees is
increasing and new talent are low that is affecting the business negatively. The emerging trend
within Ritz Hotel HRM and others are as defined:
3

Executing automated response system – This is important for human resource
management in all organisation to recognise and implement an effective system that can help to
recruit the new talent in dynamic world. It can be possible through adopting a new technology
and system which uses by management to know which talent and qualification of employees are
required in organisation. In context to Ritz, hotel managers are using different recruitment tool
for the purpose of hiring talented people and potential candidates who can work after understand
the goals and accepting dynamic environment so they can perform well. The managers are
required to applying tracking system, Skype interviews, management approach and chatbots that
can helps to run a business and increase the organisational effectiveness. This also helps to work
accordingly and measure past working that can perform well.
Favour flexibility – Human resource are also require flexibility and favourable
workplace where employees can work effectively and feel good so a business can be run
effectively. For influencing and attracting employees talent and adopting technologies which can
help to implementing the policies to perform well. In context to Ritz Hotel, managers are using
suitable practices and flexible approaches as per working hours that can help to maintain the
good performance. Moreover, managers are working from home where employees can perform
business activities and support them to attain the business goals.
As per Direnzo, Greenhaus and Weer, 2015, human resources are main function in all
organisations who are completing basic needs of employees so it goals can be complete
effectively. It influences whole workforce and maximize the manpower performance that can
help to attain the goals successfully. The area of human resources management involves
influencing technology, employee engagement and contingent employees who can working in
dynamic situation and maintain the business. While working, challenges are faced by HRM
which are categorised in to three areas such as environmental challenge, individual and
organisational changes. The managers of Ritz Hotel are noticing that there is rapidly
environment is changing day by day that affects the workforce diversity. This involves internal
and external environment that states that manager should analysis the internal and external
environment before starting work that can help to understand which factor can impacted on
business negatively. This also helps to take the right actions. Individual changes are as changing
needs and wants of employees who are working in organisation, So, it is suggested to
management to analysis the changing needs and wants to their employees and deliver them
4

products and services accordingly which can help to maintain the high performance and business
profitability. The another challenges which is related to organisation that involves competitive
position, restructuring, self managed group, quality improvement and others that is reducing the
productivity and selling activity of Ritz hotel. Moreover, individual challenges are also involves
training and development, brain drainage, insecurity of jobs and other that create problems for
employees and reduces number of customers (Krithika, DivyaPriyadharshini and GokulaPriya,
2019).
Reflection
As a human resource executive in Ritz hotel, I analysed to perform business
activities along with roles and responsibilities difficult for me. At the time of completing
organisational goals I faced many issues and challenges such as lack of communication,
employee engagement, dissatisfaction, low productivity and employee turnover due to which
brand image of organisation has reduced. The main issue is employee turnover due to lack of
training and changing in lifestyle of people which affected the demand of products and services
of organisation negatively. The another issues which I faced that retention that has created
problem to recruit new employees and maintain the business effectively. I required to follow all
the legislations and policies which are related to business and employee welfare so a business
can be run and grow effectively. To run a business and facing all challenges there is need to
formulate policies that can get employees attention and retain then in organisation for long
period of time. I also analysed that I was weak in communication so for maintaining good
communication and relation I should talk with employees, understand their problems and get
them proper solution so they can perform well and reduced the problems. Moreover, appraisal
system and programme help me out to provide satisfaction to employees, fill their basic need and
wants so they can work in organisation effectively and increase business performance. Emerging
trend in hospitality industry and others are running rapidly where management and employees
are required to adopt changes efficiently. To improve the performance and managing activities
managers are required to follow all regulations and perform well (Krithika, DivyaPriyadharshini
and GokulaPriya, 2019).
Development of Job Description along with Person Specification
In hospitality industry, number of people are working who works by delivering different
types of food products and services to customers so customer feel happy and maintain the good
5

performance. To recruit employees job description is important which states all the details about
potential candidate which are required in organisation. This states the eligibility criteria for
candidates and fill their vacancy so all activities can be performed effectively. In context to Ritz
Hotel, management are preparing job description for the role of front desk manager that is
defined below:
Job description – This is consider as informative document which is prepared by
management for out lighting the specific position, role and responsibilities. Herein, managers are
required to give all details and information about vacancy, planning further and recruit
employees on the basis of vacancy that can help to recruit the best talent in organisation. In
context to Ritz Hotel, a job description is prepared by managers for the vacancy of front office
manager who can deliver best quality of products and services to customers and manage all
passengers who comes to visit and get hotel services (Paauwe and Boon, 2018). A job
description is prepared by involving all role and responsibilities that are as defined:
Job description
Title of vacant position: Front Office Manager
Company name – Ritz Hotel
Reporting To: Administration supervisor
Summary of Position: We are looking a person as front office manager who is responsible for
providing and supervising entire front office tea, refreshment, welcome customers and solving
their queries that can help customers to improve organisational productivity. It should be able to
operate a business successfully. Apart from this, front desk manager require to respond properly
and in professional by delivering services to guests. A person should be able to understand
requirement of such organisation and solve queries of customers so profitability can be maintain
properly.
Skills requirement:
 Strong management skills
 Scheduling addition planning skills
 Operational skills
 Communication and resilience skills
 Customer service skills
 Problem solving skills
6

 Interpersonal skills
Duties and responsibilities:
 Should be understandable query sand problems of customers.
 Able to provide solution of customer issues.
 Able to provide training and development programme to workers.
 Supervision day to day process by shifting to all team members for maintaining
operations.
 Knowledge about rules and regulations of business so all actions can be performed
effectively.
 Responds towards in person together with telephonic queries related to guest concern and
reservation.
 To build good relationship with customers and employees.
 To maintain the business activities and operating a business successfully.
Personal specification – This refers as document that list out personal attitude,
qualification, attitudes in relation to potential manpower. For organisation it is required to
states all needed attributes, qualification, experience, talent, skills and knowledge that can
help to perform the business position (Sarvaiya, Eweje and Arrowsmith, 2018). Moreover,
this help to communicate properly by seeing their resume that depicts potential candidate
for filling the vacancy. In context to, Ritz Hotel a personal specification is stated below:
Person Specification
Job position: Front Office Manager
Division: Front Office department
Essentials: Important evidence which are required to fill the vacancy:
Attributes Essential Desirable
Skills  Scheduling skills
 Communication skills
 Interpersonal skills
 Management skills
 Decisive skills
 Coordination skills
 Problem solving
skills
 Operating skills
7

Qualification  Masters degree in
hotel management
from a popular
university.
 Under graduation in
commerce field.
 Degrees in hotel
management
 Certification course
in Microsoft Office.
Behaviours  Connecting with
others.
 Making thing happen.
 Shaping future.
 Crisis mitigation of
problems
 Creative.
Key Performance Indicator (KPI)
Performance management is the continuous process that uses to develop the person by
improving their skills and qualification in order to deliver best quality of products. This is
important for organisation to develop the person by improving their skills so they can perform
well and increase organisational profitability. While running a business there is need to bring
continuous improvement and maintain good efficiency. The performance of organisation should
be evaluated that can helps to be more successful by managing performance. Managers are
playing a vital role in Ritz hotel who are focusing on their performance and deliver best quality
of foods so employees can be affected and retain in organisation for long period of time. It is a
performance management tool that uses by four star and five star hotel for the purpose of making
workings easy effective. The uses of tool by comparing with four star and five star hotel are as
defined:
Key Performance Indicator (KPI)
This is an effective performance measurement tool which use by individual and
management in order to evaluate employees performance so goals and objectives can be attained
in effective time period. Key performance indicator is a measurement tool which states the
financial position and non financial position of a company. By using this tool, a business can be
grow and develop effectively (SHARMA and Gursoy, 2018). The management of Ritz Hotel are
8

using KPI tool that provide a navigational instrument to run a business and managing the
organisational performance. This also helps to improve the organisational performance by
delivering better quality of products and services.
The way KPI is used in five star and four star hotel is explained below:
Five Star Hotel Four Star hotel
This facilitates in five star hotel high results as
managers focuses on each needs and wants of
people. This also helps to control over
performance and organisational efficiency.
The four star hotel are using KPI for short
term oriented and based on evaluation of
organisational performance. They mainly
focuses to increase number of customers.
Reward and recognition programmes
The management of every organisation should uses rewards and appraisal progrmmes
that can attracts customers and improve organisational benefits. It has defined that if employees
are happy and ready to accept the challenges then only a business can reach its decided goals. It
is important for organisation to evaluate the employees performance and give them rewards and
appraisal programmes that can help to maintain the better performance and increase
organisational benefits. In context to Ritz hotel, management are focusing on employees
performance and they uses reward and recognition tools that can helps to improve the
organisational performance. The uses of such tool in four star and five star hotel are as defined:
Four star hotel Five star hotel
Reward and recognition programme are used
by four star hotel to make happy, satisfied and
loyal which attracts customers motivates
employees to retain in organisation by
maintaining good performance.
Five star hotel is using monetary rewards such
as bonus, incentives and gifts that encourages
employees and get ready to work effectively.
Personal development plans (PDP)
9

Uses of personal development plans are consider people development equipment that can help to
improve the individual learning and maintain the good performance in competitive world. With
the help of this tool a better performance can be get by management that increase organisational
productivity and profitability. The management of Ritz Hotel are providing training and
development programme to individuals that can employees to treat customers equally and make
them satisfied so they feel good and make right business decisions. There are different ways that
uses by four and five star hotel employees to improve their organisational performance that are
as defined:
Five star hotels four star hotels
The management of Ritz Hotel are using PDP
plan making PDP plan by evaluating their own
strength and weakness that helps to make
better skills and deliver best quality of services.
This star of hotel uses personal development
plans and providing training and development
programme to customers that helps to earn
higher and improve their skills as well as
talent.
From the above comparison, it has defined that managers of Ritz Hotel are developing
their organisational performance by using reward management, KPI tool and personal
development plans that helps to provide the better quality of products and services and increase
the profitability by retaining employees in their organisation.
Training material for new HR Manager of Dorchester Hotel on HR practice and policy of
Training and development (Covered in Leaflet)
CONCLUSION
From the above report it can be concluded that Human resources a manger is playing a vital
role in organisation who is managing all activities and functions so all business functions can be
maintain effectively. Different issues such as communication, employee turnover, employees
engagement and unclear roles and responsibilities that has affected business. In hotel industry
HR manager is playing a vital role as it understand needs of people, changing environment,
follow all legislations and managing the workers in organisation that helps to maintain the work
and perform all activities effectively.
10

REFERENCE
Books & Journals
Aguinis, H., Edwards, J. R. and Bradley, K. J., 2017. Improving our understanding of
moderation and mediation in strategic management research. Organizational Research
Methods. 20(4). pp.665-685.
Aust, I., Muller-Camen, M. and Poutsma, E., 2018. Sustainable HRM: A comparative and
international perspective. In Handbook of Research on Comparative Human Resource
Management. Edward Elgar Publishing.
Bakker, A. B. and Demerouti, E., 2017. Job demands–resources theory: Taking stock and
looking forward. Journal of Occupational Health Psychology. 22(3). p.273.
Barnes, B. T., Bonalle, D. S. and Saunders, P. D., III Holdings 1 LLC, 2015. Method and system
for resource management and evaluation. U.S. Patent 8,960,535.
Bennett, N. J. and et. al., 2017. Conservation social science: Understanding and integrating
human dimensions to improve conservation. Biological Conservation. 205. pp.93-108.
Bloom, N., Sadun, R. and Van Reenen, J., 2015. Do private equity owned firms have better
management practices?. American Economic Review. 105(5). pp.442-46.
Clark, J. R., 2018. Coastal zone management handbook. CRC press.
Daft, R. L. and Marcic, D., 2016. Understanding management. Nelson Education.
Direnzo, M. S., Greenhaus, J. H. and Weer, C. H., 2015. Relationship between protean career
orientation and work–life balance: A resource perspective. Journal of Organizational
Behavior. 36(4). pp.538-560.
Krithika, J., DivyaPriyadharshini, N. and GokulaPriya, J., 2019. Green HRM-Practices In
Organisations. IOSR Journal of Business and Management (IOSR-JBM), 21 (3., 74, 77.
Paauwe, J. and Boon, C., 2018. Strategic HRM: A critical review. In Human resource
management (pp. 49-73). Routledge.
Sarvaiya, H., Eweje, G. and Arrowsmith, J., 2018. The roles of HRM in CSR: strategic
partnership or operational support?. Journal of Business Ethics. 153(3), pp.825-837.
SHARMA, B. and Gursoy, D., 2018, June. HRM practices in hospitality and tourism industry: a
review of the literature. In 8th ADVANCES IN HOSPITALITY AND TOURISM
MARKETING AND MANAGEMENT (AHTMM) CONFERENCE (p. 28).
Thite, M. ed., 2018. E-HRM: Digital approaches, directions & applications. Routledge.
11