Impact of COVID-19 on Talent Management: A Case Study of Caffe Nero

This research project examines the impact of COVID-19 on talent management practices and training process in Caffe Nero. It explores the changes in talent management due to the pandemic and provides recommendations to overcome its adverse effects. The research focuses on the role of managers and leaders in ensuring effective talent management and reviews the academic literature on talent management and its impact in the hospitality sector. The study also discusses the scope and limitations of the research investigation.

Research Project

Table of Contents
Research Theme: Talent Management.............................................................................................1
Research Topic: Impact of COVID-19 on talent management. An investigation conducted on
Caffe Nero........................................................................................................................................1
Chapter 1: Introduction....................................................................................................................1
1.1) Background of the study...................................................................................................1
1.2) Aims and objectives...........................................................................................................1
1.3) Rational for selection of topic...........................................................................................2
1.4) Scope and limitation of the research investigation.........................................................2
1.5) Research questions.............................................................................................................3
Chapter 2: Literature Review...........................................................................................................3
Chapter 3: Research Methodology...................................................................................................6
Chapter 4: Findings and analysis...................................................................................................12
4.1) Research Findings............................................................................................................12
4.2) Analysis of data................................................................................................................14
Chapter 5: Conclusion and recommendation.................................................................................24
5.1) Conclusion and comparison of research findings with existing literature.................24
5.2) Recommendation and communication..........................................................................25
Chapter 6: Reflection.....................................................................................................................26
6.1) Refection on effectiveness of current method................................................................26
6.2) Alternative research methodologies and lessons learnt...............................................26
REFERENCES..............................................................................................................................27
APPENDIX....................................................................................................................................29

Research Theme: Talent Management
Research Topic: Impact of COVID-19 on talent management. An
investigation conducted on Caffe Nero
Chapter 1: Introduction
1.1) Background of the study
Talent-management is a vital concept and consists of main scope of HR process which
includes attracting and recruiting talented candidates, leading development and improvement in
employees along with monitoring and retaining theses high performing employees for a longer
period. Thus, talent management leads to a way for organisation to guide and direct its
employees for effective and better performance by the way of developing their skills and
competencies (Anlesinya and Amponsah, 2020). Further, talent management also ensures
enhanced coordination and better productivity for an organisation by means of skilled and
talented workforces which enhance its internal capabilities and brand position along with better
competitive strength in the external business environment. In the current situation all
organisation especially those working in hospitality are facing many negative implication and
challenges due to global pandemic of COVID-19, thus current investigation is conducted to
evaluate about the impact lade by COVID-19 on the talent management strategies of an
organisation.
The hospitality organisation selected for leading current investigation is Caffè Nero
which is a famous Italian style coffee house and restaurant having its main headquarter situated
at London, England, UK with many branches across the England. The current investigation is
lead out on Southampton street branch of Cfae Nero which is taking high preventive measures to
prevent Corona Virus and encouraged Takeaway and delivery services along with online
retailing facility (Baldwin and di Mauro, 2020). Thus, Caffè Nero is selected for current
research project in order to evaluate about the impact lead by COVOD-19 on talent management
and training practises of an organisation .
1.2) Aims and objectives
Research Aim
1

The main aim of this research work is “To determine the changes due to COVID-19 on
talent management practices of an organisation especially on training process”. A research
project on Southampton St branch of Caffè Nero.
Objectives of Research
The main objectives and purposes associated with current investigation based on Caffè
Nero are listed as below:
 To review the academic literature on talent management, impacts of tourism, and health
issues in tourism
 To examine the role of managers and leaders in ensuring effective talent management
within Caffè Nero.
 To review the impact lead by COVID-19 on overall talent management practices and
training process of Caffè Nero.
 To recommend various possible ways that could be adopted by Caffè Nero to overcome
the adverse impact of COVID-19.
1.3) Rational for selection of topic
The selection of current research topic is rationale and justifiable as talent-management
has become vital and more crucial for all organisation in hospitality and tourism sector as it lead
to more improved and creative skills in employees so that a better success level and brand
position can be acquired by an organisation thus, it is rationale and considerable from
professional aspects of researcher. Further, the current implication of COVID-19 as a global
pandemic has lead to many issues and negative aspects for hospitality sector thus, a more
emphasis is needed towards talent management and other training practises to overcome this
adverse situation. Thus, it is viable for investigator and would also lead improvement in skills
and enhanced knowledge and information for researcher and other scholar.
1.4) Scope and limitation of the research investigation
The scope of current investigation is wide enough as consists of deep evaluation about
the concept of talent-management along with reflecting the impact of COVID-19 on the practises
of an organisation. Further, the current investigation also consists of a discussion about the role
of manages and leaders in leading effective talent management thus, leads a better way for
organisation to set a coordination and balance with the skills of employees and prevailing
situation. Beside this, the scope of current research project also consists of valid recommendation
2

for an organisation to overcome issues of COVID-19 along with leading better management of
talent.
The main limitation associated with current research project is related with lack of
sufficient resources and time that would lead an adverse impact on efficiency and hamper
performance of investigation. Thus, to overcome this limitation of time management and
resources allocation use of Gantt charts and other statistical tool is made for current research
project.
1.5) Research questions
 What is meant by concept of talent management and its need within an organisation?
 What impact is lead by COVID-19 on overall talent management practices and training
process of Caffè Nero?
 What ways could be adopted by Caffè Nero to overcome the adverse impact of COVID-
19?
Chapter 2: Literature Review
A literature review is refers to the formation of survey through scholarly paper or
elaborating the specific research article review that contains some sort of knowledge. As it also
represent the authentic data information through facts and findings which meets to the right
conclusion of research (Crane and Hartwell, 2019). Thus, literature review leads to and facilitates
better understanding and perception about a selected topic along with evaluation of its objectives
on the basis of secondary resources and pre existing literature. Current literature review is based
on the topic of impact of COVID-19 on talent management for better implication of which a
range of online articles and authentic journals are reviewed and surveyed, a discussion and
evaluation of which is provided below:
To examine the academic literature on the impact of talent management in tourism and
health issues in tourism.
According to the Fadillah Ismail, 2018. The factor of talent management in any
organisation is to bring the positive influence as in the form of the better and effective
compliances oriented in internal premises which regulates and manage by the Human resource
department (Atkeson, 2020). Talent management is the practise which utilised by the manager to
identified the effective competency of workforce for providing them better opportunity platform.
3

By creating the impact of the talent management in Tourism and Health issue related as making
the better strategic planning for effective and flexible recruitment as in term of better hiring of
potential candidates, enforcing to retain them, facilitating the better training and development
towards the employees skills and knowledge improvisation.
As Tourism company get recognised through their service quality where specific
company human resource offers the better understanding of the representation in way to deliver
the tourism services for the clients. Talent management have motive for processing the leading
employees to making their performance effective and efficiently. Similarly, in Tourism aspect
they will also include their talent management practises to forming their workforce competency
improvisation as well as the health issues would be related within the Hygiene Factor as in low
immunity causes, due to weather changes by dengue , viral, typhoid etc. where the role of talent
management is to facilitates about the using of First Aid practises as it would support to secure
the safety for healthy measures at the workplace (Li and et. al., 2020).
By evaluating the role of leaders and mangers in effective talent management within Caffe
Nero company.
According to the Jamie Lawrence, 2013. By having the important role for leader and
mangers in the effective talent management is in different perspective that organisation working
aspect process in the better way to attaining the day to day targets accomplish. In the context of
Caffe Nero company involves their leader and manager roles in significant aspect of working
perspective which highlight the leader factor is to keep motivating and providing training and
development facilities in the effective procurement of skills and knowledge where it improves
their productivity through performance factor, it gives the proper guidance related with the new
managerial approaches (Scullion and Mullholland, 2020).
While the role of mangers driven to provides the training program for substitutes, they
focuses towards the high performer and retain the employees as well as to manage them, mapped
the performance of those manpower who are need as training along with supply the basic
information regarding with company norms and policies to the all the new hire of workforce
where they get to know about the organisation description. Basically human resource department
is having the major responsibility to regulates the better compliances inherent in the Caffe Nero
is to having a motive to enhance the disciplinary working procedure by which employees
performance develop and generates effective productivity (Crane and Hartwell, 2019).
4

By interpret the impact of COVID-19 on overall talent management practises and training
process of Caffe Nero company.
As per the opinion of the Nurhuda Syed, 2020. The consequences fluctuates by the
influence of COVID-19 in talent management practises which disturbs the overall structure of
internal premises employees productivity, recruitment and hiring process not enhance properly
due to the less involvement of candidate as well as not getting better expansion of the company
growth perspective. Through all these above implication incurred and to presumes of the
effective training and development programs is been delay on regular basis in Caffe Nero
company. From which mangers and leaders are strictly instructed the measures to be taken in the
workplace by allowing the alternative workforce in the company premises as well as the safety
measures conduct through pandemic reduces and procuring the better suitability of development
are determine the sanitizing properly to reduce the unwanted illness. Through talent management
factor provides the better training of social distancing, serving deliverables to the customer in a
undertaken of precaution measures, enhance the all time cleanliness and by leaders of Caffe
Nero venture (Narayanan, Rajithakumar and Menon, 2019).
Other source of variation in terms of clients interaction not get pursue during the factor
of COVID-19 that indicates the high factor of the loss facing issues by the company where their
business are basically devoted through services, by assuring about the driven of services in under
taken of high effective way of precaution that get trained and instructed by the talent
management factor could generates the moderate kind of consumer involvement (Gupta, 2019).
To recommend various possible ways that could be adopted by Caffè Nero to overcome the
adverse impact of COVID-19.
With respect to the information provided by the Rajul mathur and Saurabh Parashar,
2020, it has been evaluated that a significant change is seen in management of talent at the
present time of COVID-19 crisis which consists of some dichotomies that are centred around
unpredictability. The main changes and possible recommended ways that could be adopted by
Caffè Nero to overcome the adverse impact of COVID-19 are evaluated as follows:
Leading adaptive leadership- The most suitable way to overcome the crisis of COVD-19
consists of implication of an adaptive leadership as it is a way that ensures more flexibility in
talent management strategies to manage with empathy, navigate business environments and
anticipate future course of actions with the main aim of leading a win win solution for all issues
5

and problems. Thus, implication and adoption of a flexible and adaptive leadership style by
Caffè Nero ensures better solution for adverse impact of COVID-19 through keeping a balance
in motivation level and prevailing situation (Hahn And et. al., 2020).
Effective training and learning- The another way that can be adopted by Caffè Nero to
overcome current situation and crisis of COVID-19 is providing and leading effective training
and development programmes for its employees as it as way that enureses better awareness and
knowledge about the precaution and prevention that are required to overcome implication of
COVID-19. Further, enhanced learning process regarding the hygiene factors and sanitisation are
also viable step and change that lead to a better way to overcome the adverse impact of COVID-
19 (Latukha and Veselova, 2019).
Chapter 3: Research Methodology
The research methodology is represent the particular procedure to optimise the better way
of analysation about the information related with the research topic by having the presence of
motive to study the validity and reliability of research outcomes and attaining the conclusion.
 Research Philosophy: In the factor of philosophy there is contain the essential part as
Constructive which refers the assumption in the people behaviour which formed by the
personal experience criteria, Positivism derives about the real knowledge data analysation
that involves mapped and believing factor and Interprivitism involves the human related
study where it scrutinize the featured of qualitative data (Mensah, 2019). By using the
Positivism philosophy as it would provide the effective and systematic testing with
analysation of the information in the quantitative data research work traits.
 Research Approach: By the presence of optimising as deductive approach that
understands about the research information generates the logical procedure and relate
with the optimum research conclusion while inductive approach is to delivering the
factual information with sort of data information evidence which merge with other
formation of data. Through the perspective of researcher used the Deductive approach as
it would represent the data analysation in current information as well as highlight the
logic process of conclusion. Research Method: It contain two essential elements such as Qualitative method defines
that researcher is scrutinize the information related with data in detailed structured as it
doesn't consist the numerical representation of data while Quantitative method is helps to
6

get evaluated the information through reflect in athematic manner as it not determine the
theoretical knowledge . By using the Quantitative Method for the getting the numeric
data reflects as well as it opted to monitored the respondent behaviour through
questionnaire aspect (Schreuder and Noorman, 2019).
Gantt Chart:
A procedure of Gantt chart is the segment of graphical representation that reflects the
time duration, traits, information related and objective highlight into it (Clarke and Scurry,
2020). As it basically shows the relationship between present situation of working progress.
7

Source of data Collection: To indicates the origin of the data evolved and where it
supposed to be gathered by the researcher. As it includes two major types of data collection
primary and secondary where primary data is operated by the expertise own efforts to collection
of data from the sources of interviews, survey, group discussion, feedback generates etc. while
Secondary data reflects the data gathering from where it having existence in other researcher's
document and the sources highlight are research articles, internet (Wikipedia) , books and novels
etc. As by opting the both Primary and Secondary data where the questionnaires is to be formed
through the Primary factor as well as to examine the traits of respondent behaviour and
Secondary is to measured the traits of investigation for the primary data of regarding facts and
finding (Gardas and et. al., 2019).
Justification of above research factor:
Through above research methodologies evaluating the advantages by opting Positivism,
deductive, quantitative specification to examine the different traits of implication identified
during the measuring of data information quality. In deductive approach it is the more
complexity to finding the logical process related with research objectives. By having approached
the Quantitative method to determined the arithmetic data representation and in another context
of data collection researcher is main focuses to generates the primary data to mapped the
respondent's perception in the questionnaire factor. Sampling Method: It is the formation of method which selected the subset of individual
within the numeric representation from the big population size. By opting the Simple
random Sampling as it flexible to support for represents the similar chances of
8

probability selected as it also support to reduces the discrimination or biases aspects to
reach the research conclusion.
Instrument used: As to scrutinizing the respondent opinion on the talent management
information through Questionnaires.
Sample Size: By considering the sampling size up to 40 respondent as workforce from Caffe
Nero company (Latukha and Veselova, 2019).
Questionnaires: It is the format of written specify document which is contain subset of questions
related with the research topic. As to evaluating the respondent behaviour and their opinions to
structured talent management related question to be delivered and attempted by the workforce of
Caffe Nero company.
Questionnaire
Q1) Do you having any awareness and view point regarding the impact of talent-
management on the tourism and other hospitality organisation?
a) Yes
b) No
c) Neutral view point
Q2) As per your perspective, what are the main health issues and implications associated
with the tourism?
a) Lack of hygiene
b) Diarrhoea
c) Malaria
d) Climate change
Q3) What are the main activities which forms a part of talent management in context of a
hospitality organisation?
a) Recruitment of talented employees
b) Development of employees
c) Retention of talented candidates for longer period
9

d) All of the above
Q4) Which one is the most vital and crucial benefit of talent management for a hospitality
organisation like Caffè Nero?
a) Improved On-boarding Experience
b) Retain Top Talent
c) Better Employee Development
d) Enhancement in employee Engagement
Q5) What kind of role is lead by managers and and leaders of Caffè Nero in ensuring
effective talent management within this organisation?
a) Direct role
b) Indirect role
c) No role
Q6) As per your view point and perception what could be the possible impact of COVID-
19 on overall training process and other talent management policies of Caffè Nero?
a) Positive
b) Negative
c) Neutral impact
Q7) Which one is the most vital impact and change which is lead by COVID-19 in the
training process and talent management of Caffè Nero?
a) More emphasis on online forms of training
b) Enhancement in eduction regarding social distancing
c) Encouragement towards sanitization and hygiene
Q8) What could be the steps that can be taken by managers and leaders of Caffè Nero to
overcome the negative impact of COVID-19?
a) Leading more effective training
b) Enhanced motivation and encouragement
10

c) More emphasis on social distancing and sanitisation
Q9) What are the best possible ways and strategies that could be adopted by Caffè Nero to
ensure and lead effective talent management during the difficult times of COVID-19?
a) Ensuring effective communication
b) Adoption of participative style of management
c) Build virtual connection as a part of talent-management
d) Leading adaptable leadership
Q10) Are you agreed with the fact the managers and leaders of Caffè Nero played a vital
role in supporting the rapid re-skilling of the workforce to encounter the adverse impact
of COVID-19?
a) Agreed
b) Disagreed
c) Neutral
Q11) Any further recommendation for Caffè Nero to overcome the negative impact of
COVID-19 along with leading effective talent management at its workplace?
Ethical Consideration:
In the above research report all the research information of related data to collected in
ethical procedure along with having the assurance about the research objective is not influencing
any form of negative impact. On the respondent point of view their opinion and related data
information is collected and not to disclosed as it will only assorting in the research purpose to
meeting the optimum conclusion.
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Chapter 4: Findings and analysis
4.1) Research Findings
The research findings of current investigation reflecting the view point and perception
of 40 respondents which are selected from the employees of Caffè Nero is presented in below
table:
Q1) Do you having any awareness and view point regarding the
impact of talent-management on the tourism and other hospitality
organisation?
Frequency
a) Yes 35
b) No 1
c) Neutral view point 4
Q2) As per your perspective, what are the main health issues and
implications associated with the tourism?
Frequency
a) Lack of hygiene 15
b) Diarrhoea 5
c) Malaria 7
d) Climate change 13
Q3) What are the main activities which forms a part of talent
management in context of a hospitality organisation?
Frequency
a) Recruitment of talented employees 10
b) Development of employees 12
c) Retention of talented candidates for longer period 14
d) All of the above 4
Q4) Which one is the most vital and crucial benefit of talent
management for a hospitality organisation like Caffè Nero?
Frequency
a) Improved On-boarding Experience 8
12

b) Retain Top Talent 12
c) Better Employee Development 9
d) Enhancement in employee Engagement 11
Q5) What kind of role is lead by managers and and leaders of Caffè
Nero in ensuring effective talent management within this
organisation?
Frequency
a) Direct role 32
b) Indirect role 5
c) No role 3
Q6) As per your view point and perception what could be the
possible impact of COVID-19 on overall training process and other
talent management policies of Caffè Nero?
Frequency
a) Positive 2
b) Negative 35
c) Neutral impact 3
Q7) Which one is the most vital impact and change which is lead by
COVID-19 in the training process and talent management of Caffè
Nero?
Frequency
a) More emphasis on online forms of training 12
b) Enhancement in eduction regarding social distancing 13
c) Encouragement towards sanitization and hygiene 15
Q8) What could be the steps that can be taken by managers and
leaders of Caffè Nero to overcome the negative impact of COVID-
19?
Frequency
a) Leading more effective training 12
b) Enhanced motivation and encouragement 10
13

c) More emphasis on social distancing and sanitisation 18
Q9) What are the best possible ways and strategies that could be
adopted by Caffè Nero to ensure and lead effective talent
management during the difficult times of COVID-19?
Frequency
a) Ensuring effective communication 11
b) Adoption of participative style of management 12
c) Build virtual connection as a part of talent-management 8
d) Leading adaptable leadership 9
Q10) Are you agreed with the fact the managers and leaders of
Caffè Nero played a vital role in supporting the rapid re-skilling of
the workforce to encounter the adverse impact of COVID-19?
Frequency
a) Agreed 37
b) Disagreed 1
c) Neutral 2
4.2) Analysis of data
For analysis of data collected from selected 40 respondents from the employees of Caffè
Nero use of following pie charts and frequency table is made a presentation and analysis of
which is provided below:
Theme 1: Impact of talent-management on the tourism and other hospitality organisation
Q1) Do you having any awareness and view point regarding the
impact of talent-management on the tourism and other hospitality
organisation?
Frequency
a) Yes 35
b) No 1
c) Neutral view point 4
14

Interpretation
During current research project it has been evaluated that the 35 responders out of a total
of 40 were having awareness and view point regarding the impact of talent-management on the
tourism and other hospitality organisation where as only one was unaware of this concept and its
impact along with 4 other participants who were having a neutral view point regarding the
impact of talent-management.
Theme 2: Main health issues and implications associated with the tourism
Q2) As per your perspective, what are the main health issues and
implications associated with the tourism?
Frequency
a) Lack of hygiene 15
b) Diarrhoea 5
c) Malaria 7
d) Climate change 13
15
35
1
4
a) Yes
b) No
c) Neutral view point
15
5 7
13
a) Lack of hygiene
b) Diarrhoea
c) Malaria
d) Climate change

Interpretation
It has been evaluated with respect to above pie chart that lack of hygiene is one of the
main health issues and implications associated with the tourism as supported by 15 participants
where as 5 respondents were seemed in favour of diarrhoea along with 7 other who supported
malaria as main health issues and implications associated with the tourism. Beside this, 13
participants were also there who favoured climatic change as main issues associated with
tourism.
Theme 3: Main activities which forms a part of talent management in context of a
hospitality organisation
Q3) What are the main activities which forms a part of talent
management in context of a hospitality organisation?
Frequency
a) Recruitment of talented employees 10
b) Development of employees 12
c) Retention of talented candidates for longer period 14
d) All of the above 4
Interpretation
It has been observed from current investigation that the main activities which forms a part
of talent management in context of a hospitality organisation consists of recruitment of talented
16
10
12
14
4
a) Recruitment of talented
employees
b) Development of employees
c) Retention of talented
candidates for longer period
d) All of the above

employees as supported by 10 participants where as 12 favoured development of employees.
Further, 14 other respondents were also supported retention of talented employees for longer
period as main activity of talent-management where as 4 individuals were also there who seemed
in favour of all of the above option.
Theme 4: Most vital and crucial benefit of talent management for a hospitality organisation
like Caffè Nero
Q4) Which one is the most vital and crucial benefit of talent
management for a hospitality organisation like Caffè Nero?
Frequency
a) Improved On-boarding Experience 8
b) Retain Top Talent 12
c) Better Employee Development 9
d) Enhancement in employee Engagement 11
Interpretation
It has been observed from current investigation that improved On-boarding experience is
one of the most vital and crucial benefit of talent management for a hospitality organisation like
Caffè Nero as favoured by 8 participants where as 12 more respondents supported retaintion of
top talent. Beside this, it has been observed that 9 respondents were having a feeling that better
employee development is a benefit of talent-management where as 11 had favoured
Enhancement in employee Engagement.
17
8
12 9
11
a) Improved On-boarding
Experience
b) Retain Top Talent
c) Better Employee
Development
d) Enhancement in employee
Engagement

Theme 5: Role lead by managers and and leaders in ensuring effective talent management
Q5) What kind of role is lead by managers and and leaders of Caffè
Nero in ensuring effective talent management within this
organisation?
Frequency
a) Direct role 32
b) Indirect role 5
c) No role 3
Interpretation
The above stated diagram is reflecting that 32 responders from a total of 40 believed that
a direct role is lead by managers and and leaders of Caffè Nero in ensuring effective talent
management within this organisation where as 5 were seemed in support of their indirect role
along with 3 more participants favoured no role managers and and leaders in leading talent
management.
Theme 6: Possible impact of COVID-19 on training process and talent management policies
of Caffè Nero
Q6) As per your view point and perception what could be the possible
impact of COVID-19 on overall training process and other talent
management policies of Caffè Nero?
Frequency
a) Positive 2
18
32
53
a) Direct role
b) Indirect role
c) No role

b) Negative 35
c) Neutral impact 3
Interpretation
With respect to above pie chart it has been analysed that only 2 responders believed that a
positive impact could be lead out by COVID-19 on overall training process and other talent
management policies of Caffè Nero where as 35 had favoured its negative impact along with the
3 other participants who were in support of its neutral impact on training process and talent-
management policies.
Theme 7: Most vital impact and change which is lead by COVID-19 in the training process
and talent management of Caffè Nero
Q7) Which one is the most vital impact and change which is lead by
COVID-19 in the training process and talent management of Caffè
Nero?
Frequency
a) More emphasis on online forms of training 12
b) Enhancement in eduction regarding social distancing 13
c) Encouragement towards sanitization and hygiene 15
19
2
35
3
a) Positive
b) Negative
c) Neutral impact

Interpretation
It has been observed that more emphasis on online forms of training is one of most vital
impact and change which is lead by COVID-19 in the training process and talent management of
Caffè Nero as believed by 12 respondents where as 13 participants favoured enhancement in
eduction regarding social distancing along with the other 15 left out respondents who supported
Encouragement towards sanitization and hygiene as a change in training process of Caffè Nero.
Theme 8: Steps that can be taken by managers and leaders of Caffè Nero to overcome the
negative impact of COVID-19
Q8) What could be the steps that can be taken by managers and
leaders of Caffè Nero to overcome the negative impact of COVID-19?
Frequency
a) Leading more effective training 12
b) Enhanced motivation and encouragement 10
c) More emphasis on social distancing and sanitisation 18
20
12
13
15
a) More emphasis on online
forms of training
b) Enhancement in eduction
regarding social distancing
c) Encouragement towards
sanitization and hygiene

Interpretation
It has been interpreted with respect to current investigation that 12 respondents believed
that Leading more effective training is the step that can be taken by managers and leaders of
Caffè Nero to overcome the negative impact of COVID-19 where as 10 participants had
favoured enhanced motivation and encouragement along with 18 other individuals who believed
the More emphasis on social distancing and sanitisation is the best step that can be taken by
managers and leaders of Caffè Nero to overcome the negative impact of COVID-19.
Theme 9: Ways and strategies that could be adopted by Caffè Nero to ensure effective
talent management during the difficult times of COVID-19
Q9) What are the best possible ways and strategies that could be
adopted by Caffè Nero to ensure and lead effective talent management
during the difficult times of COVID-19?
Frequency
a) Ensuring effective communication 11
b) Adoption of participative style of management 12
c) Build virtual connection as a part of talent-management 8
d) Leading adaptable leadership 9
21
12
10
18 a) Leading more effective
training
b) Enhanced motivation and
encouragement
c) More emphasis on social
distancing and sanitisation

Interpretation
It has been analysed in context of above stated pie chart that 11 participants supported the
fact that ensuring effective communication is a viable strategy to ensure and lead effective talent
management during the difficult times of COVID-19 where as 12 respondents had favoured
adoption of participative style of management. Beside this, 8 respondents were also there who
supported building virtual connection as a part of talent-management while 9 favoured leading
adaptable leadership to overcome the issues of COVID-19 along with leading effective talent
management.
Theme 10: Managers and leaders of Caffè Nero played a vital role in supporting the rapid
re-skilling of the workforce
Q10) Are you agreed with the fact the managers and leaders of Caffè
Nero played a vital role in supporting the rapid re-skilling of the
workforce to encounter the adverse impact of COVID-19?
Frequency
a) Agreed 37
b) Disagreed 1
c) Neutral 2
22
11
12
8
9
a) Ensuring effective
communication
b) Adoption of participative
style of management
c) Build virtual connection as a
part of talent-management
d) Leading adaptable
leadership

Interpretation
An analysation could be made with respect to current investigation that 37 participants
from a total of 40 were agreed with the fact the managers and leaders of Caffè Nero played a
vital role in supporting the rapid re-skilling of the workforce to encounter the adverse impact of
COVID-19 where as only 1 was disagreed with this above stated fact while the other 2 left out
respondents were seemed neutral on the above written fact.
Chapter 5: Conclusion and recommendation
5.1) Conclusion and comparison of research findings with existing literature
On the basis of current investigation it can be concluded that many health issues and
implication like Lack of hygiene, risk of diseases like Diarrhoea and Malaria along with Climate
change are associated with tourism which was also supported by the existing literature. Further,
it has been summarized that Recruitment of talented employees, Development of employees and
Retention of talented candidates for longer period forms a part of talent management in context
of a hospitality organisation. Further, a finding related with benefit of talent management for a
hospitality organisation is also there which consists of Improved On-boarding Experience, better
Employee Development and Enhancement in employee Engagement. Art from this, it has been
also find out form current investigation that a direct role is lead by managers and and leaders of
an organisation in ensuring effective talent management within an organisation as compared to
existing literature.
23
37
1
2
a) Agreed
b) Disagreed
c) Neutral

Further, a comparison could also be made between existing literature and current research
findings that a negative impact of COVID-19 is seen on overall training process and other talent
management policies of an organisation as it has enhanced the issues related with social
distancing and sudden lock-downs. Furthers, a comparison can be made that secondary
literatures supported adaptable leadership and effective training to overcome the negative
impacts of COVID-19 where as primary findings had also favoured that More emphasis on
online forms of training, Enhancement in eduction regarding social distancing along with
Encouragement towards sanitization and hygiene to find solution for negative implication of
COVID-19. Besides this, it can be concluded as the main and most finding of current
investigation that Ensuring effective communication, Adoption of participative style of
management and leading virtual connection as a part of talent-management are the best possible
ways and strategies that could be undertaken by a company to ensure and lead effective talent
management during the difficult times of COVID-19.
5.2) Recommendation and communication
On the basis of above sated findings it has been evaluated that many issues and negative
implications are lead by COVID-19 on overall tanning and other talent management practises of
Caffè Nero. Thus, implication of participative leadership style and effective communication is
recommended for Caffè Nero as it ensures better bonding and enhanced transfer of information
along with ensuring effective involvement of employees in strategy for formulation that boost
morale of employees to work more effectively to overcome crisis of COVID-19. Further regular
training and building virtual connection as a part of talent-management is also recommended for
Caffè Nero as it ensures better encouragement towards sanitization and hygiene along with
emphasis on social distancing and sanitisation to overcome issues of COVID-19 along with
leading effective talent-management at Caffè Nero.
Foe ensuring effective communication and regular transfer of relevant information which
consists of above stated research findings and recommendation regarding the impact of COVID-
19 on talent management use of online and digital forms of communication are made.
Information is shared with the stakeholders of Caffè Nero which consists its directors, managers,
employees and other associated parties along with other scholars who are interested in getting
knowledge about the concept of talent management and impact of COVIOD-19.
24

Chapter 6: Reflection
6.1) Refection on effectiveness of current method
The research method applied by me current investigation consists of positivism
philosophy along with deductive form of approach as they are the one which are effective in
leading better testing of set objectives. Further, implication of quantitative research method was
also made by me that consists use of questionnaire for data collection which ensures gathering of
significant information thus, it an effective way to meet objectives of current investigation. The
only drawback and pitfall faced by me during use of current research method is associated with
lack of theoretical and in-depth information.
6.2) Alternative research methodologies and lessons learnt
The alternative searches method that could be used by me consists of qualitative form of
research method along with inductive approach to ensures more in-depth and theoretical study
for an investigation. Furthers, implication and use of interview could also be made as alternative
research method. The lessons learnt by me from this investigation consists of enhanced
information regarding the concept of talent management and impact of COVID-19 along with
improved managerial skills and enhanced competencies and effective communication.
25

REFERENCES
Books and Journals
Anlesinya, A. and Amponsah-Tawiah, K., 2020. Towards a responsible talent management
model. European Journal of Training and Development.
Atkeson, A., 2020. What will be the economic impact of covid-19 in the us? rough estimates of
disease scenarios (No. w26867). National Bureau of Economic Research.
Baldwin, R.E. and di Mauro, W., 2020. Mitigating the COVID economic crisis (No. BOOK).
Centre for Economic Policy Research.
Clarke, M. and Scurry, T., 2020. The role of the psychological contract in shaping graduate
experiences: a study of public sector talent management programmes in the UK and
Australia. The International Journal of Human Resource Management. 31(8). pp.965-
991.
Crane, B. and Hartwell, C. J., 2019. Global talent management: A life cycle view of the
interaction between human and social capital. Journal of World Business. 54(2). pp.82-
92.
Gardas, B.B and et. al., 2019. Green talent management to unlock sustainability in the oil and gas
sector. Journal of Cleaner Production. 229. pp.850-862.
Golubovskaya, M., Solnet, D. and Robinson, R. N., 2019. Recalibrating talent management for
hospitality: a youth development perspective. International Journal of Contemporary
Hospitality Management.
Gupta, V., 2019. Talent management dimensions and their relationship with retention of
Generation-Y employees in the hospitality industry. International Journal of
Contemporary Hospitality Management.
Hahn, B. And et. al., 2020. Images in Emergency Medicine: Painful Foot Lesions in a COVID
Patient. Annals of Emergency Medicine.
Harsch, K. and Festing, M., 2020. Dynamic talent management capabilities and organizational
agility—A qualitative exploration. Human Resource Management. 59(1). pp.43-61.
Latukha, M. and Veselova, A., 2019. Talent management, absorptive capacity, and firm
performance: Does it work in China and Russia?. Human Resource Management.
58(5). pp.503-519.
Li, and et. al., 2020. The impact of COVID-19 epidemic declaration on psychological
consequences: a study on active Weibo users. International journal of environmental
research and public health. 17(6). p.2032.
McLean, S.A., 2020. A critical COVID metric: your ED staff infection rate. Academic
Emergency Medicine, 27(4), pp.341-342.
Mensah, J. K., 2019. Talent management and employee outcomes: a psychological contract
fulfilment perspective. Public Organization Review. 19(3). pp.325-344.
Murillo, E. and King, C., 2019. Why do employees respond to hospitality talent management.
International Journal of Contemporary Hospitality Management
Narayanan, A., Rajithakumar, S. and Menon, M., 2019. Talent management and employee
retention: An integrative research framework. Human Resource Development Review.
18(2). pp.228-247.
Neri, S. and Wilkins, S., 2019. Talent management in transnational higher education: strategies
for managing academic staff at international branch campuses. Journal of Higher
Education Policy and Management. 41(1). pp.52-69.
26

O’Malley, K.D., 2020. A Covid Spring. 2020. Irish Journal of Psychological Medicine, pp.1-2.
Piepoli, M.F., 2020. Editor’s presentation: Staying healthy and fighting cardiovascular disease at
the time of COVID.
Romaní, J. And et. al., 2020. Lesions pernióticas y acrales en España durante el confinamiento
por COVID: análisis retrospectivo de 12 casos. Actas Dermo-Sifiliográficas.
Rozzini, R., 2020. The COVID Grim Reaper. Journal of the American Medical Directors
Association.
Schreuder, R. and Noorman, S., 2019. Strategic talent management: creating strategic value by
placing top talents in key positions. Development and Learning in Organizations: An
International Journal.
Scullion, H. and Mullholland, M., 2020. Global Talent Management. The SAGE Handbook of
Contemporary Cross-Cultural Management. p.212.
Self, T. T., Gordon, S. and Jolly, P. M., 2019. Talent management: a Delphi study of assessing
and developing GenZ hospitality leaders. International Journal of Contemporary
Hospitality Management.
Swailes, S., 2019. Talent management: Gestation, birth, and innovation diffusion. In Managing
Talent (pp. 1-20). Palgrave Macmillan, Cham.
Xia, J. And et. al., 2020. Efficacy of Chloroquine and Lopinavir/Ritonavir in mild/general
COVID-2019: a prospective, open-label, multicenter randomized controlled clinical
study.
Online
Rajul mathur and Saurabh Parashar, 2020 . COVID-19: Managing talent in times of crisis.
[Online]. Available Through: <https://www.peoplemattersglobal.com/article/talent-
management/covid-19-managing-talent-in-times-of-crisis-25352>.
Fadillah Ismail, 2018, .Factor affecting by the Talent management. [Online]. Available
Through: <https://www.sciencepubco.com/index.php/ijet/article/view/18989>
Jamie Lawrence, 2013. Role of manager in talent management . [Online]. Available Through: <
https://www.hrzone.com/perform/people/the-key-role-of-line-managers-in-talent-
management-and-succession-planning./>
Nurhuda Syed, 2020. Impact of Covid-19 in talent management. [Online]. Available Through:
https://www.hcamag.com/asia/specialisation/payroll/will-covid-19-drastically-
impact-talent-management/223045/
27

APPENDIX
 Pearson BTEC HND in Hospitality Management and
 International Travel and Tourism Management
 Unit 18 and Unit 19 Research Project (RQF) L5
 Project Proposal Form
 Session: September 2019


 Student Name Student ID

 Tutor Date

 Unit Number:

 Research Theme: Talent Management

 Research Topic: Impact of COVID-19 on talent management

28

Section One: Title, objective, responsibilities
Title or working title of the research project (in the form of a question, objective or
hypothesis)
The selected topic for current research project is, “Impact of COVID-19 on talent
management.” An investigation conducted on Caffe Nero.
Research Aim
The aim of this research work is, see title “To determine the changes lead by COVID-19
on talent management practices of an organisation especially on training process”. A
research project on branch of Caffè Nero situated at 29 Southampton St, Covent Garden,
London WC2E 7JA, United Kingdom.
Research objectives (e.g what is the question you want to answer? What do you want
to learn how to do? What do you want to find out?):
The main objectives of this research project conducted on Caffè Nero are stated as
follows:
 To review the academic literature on talent management, impacts of tourism, and
health issues in tourism
 To examine the role of managers and leaders in ensuring effective talent
management within Caffè Nero.
 To review the impact lead by COVID-19 on overall talent management practices
and training process of Caffè Nero.
 To recommend various possible ways that could be adopted by Caffè Nero to
overcome the adverse impact of COVID-19.
Question Tag
 What is meant by concept of talent management and its need within an
organisation?
 What impact is lead by COVID-19 on overall talent management practices and
training process of Caffè Nero?
 What ways could be adopted by Caffè Nero to overcome the adverse impact of
COVID-19?
Section Two: Reasons for choosing this research project
Reasons for choosing the project (e.g links to other subjects you are studying, personal interest, future
plans, knowledge/skills you want to improve, why the topic is important):
The selection of current research topic seems viable as it is based in impact on COVID-19
29

on talent management of an organisation that is vital in present scenario when the while
UK and world is facing adverse impact of this global pandemic. The main reason behind
selection of current research topic is that it become essential to develop better
understanding about the ways that could be adopt by hospitality industry to overcome
consequences lead by COVID-19 to ensure smooth flow of business operation that could
only lead through effective training and proper talent management. Further, the current
investigation is also viable from personal aspects of researcher as ensures betterment in
skills and overall development of competencies.
Section Three: Literature sources searched
Impact of talent management on tourism, and health issues in tourism
As per the view point of Maria. A and Mirabela. M, 2020, the concept of talent
management is a quite vital and necessary for all organisation as it lead to selection and
recruitment of appropriate number of employees and also maintain there skills and
viability level to keep a balance between demand and supply of workforce thus lead a
positive impact on tourism. Further, timely yielding training and other development
prcatises also form a vital part of talent management as it lead to maintain skills and
competencies level of employees as per current circumstances in business environment
thus, needed by an organisation to ensure timely accomplishment of goals along with
maintaining better business position in market thus, lead a optimistic impact in
toursim(Gupta, 2019). The health issues in tourism consists of diseases like diarrhoea,
malaria, etc that may be caused due to lack of hygiene and proper care while traveling.
To evaluate about the impact lead by COVID-19 on overall talent management
practices and training process of Caffè Nero.
With respect to information provided by McLean, S.A., 2020, it has been evaluated that
COVID-19 has lead to a vital impact on overall talent management practices and training
process of Caffè Nero as it lead much more emphasis on better training and strict
management of employees to overcome the impact of this global pandemic. It has been
30

evaluated that the impact of COVID-19 on talent management consist of more emphasis
on online leaning and development programmers that are mainly faced on new and better
ways of leading sanitizations, hygiene and cleanliness at Caffè Nero along with leading
emphasis on maintaining due distance to stop spread of COVID-19 while day to
operations of Caffè Nero (Anlesinya and Amponsah-Tawiah, 2020).
To examine the role of managers and leaders in ensuring effective talent management
within Caffè Nero
According to the view point of Baldwin, R.E. and di Mauro, W., 2020., the most viable
way that could be adopted by managers and leaders of Caffè Nero to overcome the
adverse impact of COVID-19 and ensures effective talent management consist of focusing
more on inline operations and transactions as it a vital way to keep customers safe and
also ensures better flow of operations during this adverse situation of Cornavirus.
To recommend various possible ways that could be adopted by Caffè Nero to overcome
the adverse impact of COVID-19.
As per the opinion of McLean, S.A., 2020, emphasis more on rotational shift and other
suitable strategy to limit presence of staff at workplace to maintain social distancing is
also vital along with facilitating regular training and learning programs that are making
them more confident and competent to face current paanadmic of COVID-19 are also
viable ways for Caffè Nero to overcome the adverse impact of COVID-19 (Swailes,
2019).
Section Four: Activities and timescales
Activities to be carried out during the research project (e.g research,
development and analysis of ideas, writing, data collection, numerical
analysis, tutor meetings, production of final outcome, evaluation, writing
the report):
Aims and objective
Research methodology
Literature review
Data collection
Data analysis
Conclusion and recommendations
Final submission
How long this will take:
2 days
5 days
7 days
10 days
13 days
8 days
3 days
31

Gantt Chart
Section Five: Research approach and methodologies
32

What type of research approach and methodologies are you likely to use and why? What your areas of
research will cover:
This forms a vital section of any research proposal as it lead to better discussion and
knowledge about the ways that are adopted by researcher for conducting current
investigation. The methods and approach that are put to use for current investigation on
Caffè Nero are provided below:
Research philosophy- This section mainly consists of for main parts i.e.
Constructivism, Positivism, Realism and Interpretivism that could be used for a research.
With respect to current research project on Caffè Nero use of Posistivitism philosophy is
made as it is a one that ensures better tasting and analysis of set objective along with
meeting supporting quantitative research work (Mensah, 2019).
Research method- It is mainly bifurcated into three main parts quantitative, qualitative
and mixed out of which use of quantitative is seemed mote valuable and appropriate for
current investigation on Caffè Nero as it ensures timely collection of data from larger
section of group in quantifiable and numeric terms that are easy to conclude and present.
Research approach- From deductive and inductive type of research approach use of
deductive is made with respect to nature of current investigation to support scanning of
quantitative data (Murillo and King, 2019).
Source of data- Primary as well as secondary data both are used for current research
project on Caffè Nero as primary lead to collection of up-to-date data where as secondary
is vital to ensures support and framework for investigation.
Instrument used- The instrument used for collection of primary data is questionnaire
that lead to a most cost and time effective way of gathering information (Neri and
Wilkins, 2019).
Sample method- It is being a crucial project thus, a sample size of 40 respondents is
chosen form employees of Caffè Nero for current investigation with use of random
33

sampling method.
Comments and agreement from tutor
Comments (optional):
I confirm that the project is not work which has been or will be submitted for another qualification and
is appropriate.
Agreed: ________________ (name)_______________ Date ______________
Comments and agreement form project proposal checker( IV sampling)
Comments (Optional):
I confirm that the project is appropriate.
Agreed /Disagree: (Name of the IV) Date
34

Research Ethics approval form
All students conducting research activity that involves human participants or the use of data
collected form human participants are required to gain ethical approval before commencing their
research. Please answer all relevant questions and note that your form may be returned if
incomplete.
For further support and guidance please see your respective Unit Tutor:
Before completing this form, we advise that you discuss your proposed research fully with your
unit tutor. Please complete this form in good time before your research project is due to
commence.
Section 1: Basic details:
Project title:
The selected topic for current research project is, “Impact of COVID-19 on talent
management.” An investigation conducted on Caffe Nero
Student name:
Student ID number:
Programme:
College Name:
Intended research start date:
Intended research end date:
Section 2 Project summary
Please select all research methods that you plan to use as a part of your project:
 Interviews No
 Questionnaires Yes
 Observations Yes
 Use of personal records No
 Data Analysis Yes
 Action Research No
 Focus Groups No
 Others (Please specify) : n/a
Section 3: Participants
Please answer the following questions, giving full details where necessary.
Will your research involve human participants? Yes
Who are the participants? Tick all that apply:
Ages 12-16: No Young people aged: 17-18 No Adults: Yes
How will participants be recruited (identified an approached)?
Employees of Caffe Nero
35

Describe the processes you will use to inform participants about what you are doing:
Use of notice boards, e-mails and other online channels will be made
How will you obtain consent from participants? Will this be written? How will it be made clear to participants
that they may withdraw consent to participate at any time?
Consent will be obtain through signing written consent form.
Studies involving questionnaires: will participants be given the option of omitting questions that do not wish
to answer?
Yes
If no please explain why below and ensure that you cover any ethical issues arising from this
Studies involving observation: Confirm whether participants will be asked for their informed consent to be
observed.
Yes
Will you debrief participants at the end of their participation (i.e give them a brief explanation of the study)?
Yes
Will participants be given information about the findings of your study?(This could be a brief summary of
your findings in general)
Yes
Section 4: Data Storage and Security
Confirm that all personal data will be stored and processed in compliance with the Data Protection Act
(1998)
Yes
Who will have access to the data and personal information?
Only Researcher and tutors
During the research:
Reseacher/Supervisor
Where will the data be stored?
Stored in DOC document with the use of USB and Laptop
Will mobile devices such as USB storage and laptops be used
Yes
If Yes, please provide further details:
After the research: the data will be safely disposed
Where will the data be stored?: USB/Laptop
How long will the data and records be kept for and in what format?
Three to five months
Will data be kept for use by other researchers? No
Section 5 : Ethical Issues
Are there any particular features of your proposed work, which may raise ethical concerns? If so, please
outline how you will deal with these: N/A
It is important that you demonstrate your awareness of potential risks that may arise because of your
research. Please consider/address all issues that may apply. Ethical concerns may include, but are not
limited to the following :
 Informed consent. Yes
36

 Potentially vulnerable participants. n/a
 Sensitive topics n/a
 Risk to participants and /or researchers: n/a
 Confidentiality/anonymity: Yes
 Disclosures/ limits to confidentiality: Yes
 Data storage and security, both during and after the research (including transfer, sharing,
encryption, protection). Yes
 Reporting: Yes
 Dissemination and use of your findings: Yes
Section 6: Declaration
I have read, understood and will abide by the institution’s Research
and Ethics Policy: Yes:  No:
I have discussed the ethical issues relating to my research with
my Unit Tutor: Yes: No: 
I confirm that to the best of my knowledge:
The above information is correct and that this is a full description of the ethics issues that may
arise in the course of my research.
Name: .....................................................................................................................................................................
Date: ...................................................................................
Please submit your completed form to ......................................................................................................................................................................
References
Anlesinya, A. and Amponsah-Tawiah, K., 2020. Towards a responsible talent management
model. European Journal of Training and Development.
Baldwin, R.E. and di Mauro, W., 2020. Mitigating the COVID economic crisis (No. BOOK).
Centre for Economic Policy Research.
Crane, B. and Hartwell, C. J., 2019. Global talent management: A life cycle view of the
interaction between human and social capital. Journal of World Business. 54(2). pp.82-
92.
Golubovskaya, M., Solnet, D. and Robinson, R. N., 2019. Recalibrating talent management for
hospitality: a youth development perspective. International Journal of Contemporary
Hospitality Management.
Gupta, V., 2019. Talent management dimensions and their relationship with retention of
Generation-Y employees in the hospitality industry. International Journal of
Contemporary Hospitality Management.
Harsch, K. and Festing, M., 2020. Dynamic talent management capabilities and organizational
agility—A qualitative exploration. Human Resource Management. 59(1). pp.43-61.
37

McLean, S.A., 2020. A critical COVID metric: your ED staff infection rate. Academic
Emergency Medicine, 27(4), pp.341-342.
Mensah, J. K., 2019. Talent management and employee outcomes: a psychological contract
fulfilment perspective. Public Organization Review. 19(3). pp.325-344.
Murillo, E. and King, C., 2019. Why do employees respond to hospitality talent management.
International Journal of Contemporary Hospitality Management
Neri, S. and Wilkins, S., 2019. Talent management in transnational higher education: strategies
for managing academic staff at international branch campuses. Journal of Higher
Education Policy and Management. 41(1). pp.52-69.
O’Malley, K.D., 2020. A Covid Spring. 2020. Irish Journal of Psychological Medicine, pp.1-2.
Rozzini, R., 2020. The COVID Grim Reaper. Journal of the American Medical Directors
Association.
Self, T. T., Gordon, S. and Jolly, P. M., 2019. Talent management: a Delphi study of assessing
and developing GenZ hospitality leaders. International Journal of Contemporary
Hospitality Management.
Swailes, S., 2019. Talent management: Gestation, birth, and innovation diffusion. In Managing
Talent (pp. 1-20). Palgrave Macmillan, Cham.
Online
Maria. A and Mirabela. M, 2020.TALENT MANAGEMENT - A STRATEGIC PRIORITY.
[Online]. Available Through:
<https://www.researchgate.net/publication/46533314_TALENT_MANAGEMENT_-
_A_STRATEGIC_PRIORITY>
Quirk. E., 2018. The Top 5 Benefits of Having a Talent Management System. [Online].
Available Through: < https://solutionsreview.com/talent-management/2018/05/14/the-
top-5-benefits-of-having-a-talent-management-system/>
38