Analyzing HRM Issues at Britannia Hotel: Strategies and Job Design

This report examines key human resource management (HRM) issues within the hospitality industry, focusing on Britannia Hotel as a case study. It identifies challenges such as talent management, employee retention, and adapting to change management and technology. The report includes a job description and person specification for a Marketing Manager role, detailing responsibilities, qualifications, and required skills. Furthermore, it synthesizes a performance management procedure designed to minimize staff turnover, determine training needs, and enhance promotions within Britannia Hotel. The report also critically examines two existing HR policies and practices, emphasizing the importance of effective communication with employees. The analysis draws upon recent articles and research to provide a comprehensive overview of HRM strategies and their impact on organizational effectiveness in the hospitality sector. Desklib provides access to similar solved assignments and resources for students.

ISSUES IN HUMAN RESOURCE
MANAGEMENT WITHIN THE
HOSPITALITY INDUSTRY

Table of Contents
INTRODUCTION...........................................................................................................................3
QUESTIONS...................................................................................................................................3
1- Researching and selecting three articles on contemporary issues associated with HRM in
hospitality sector and reflective statement...................................................................................3
2- Designing and developing a job description and person specification from a range of
different management positions in the organization....................................................................5
3- Synthesize and conceptualize the procedure of performance management within Britannia
to assist hotel to minimize staff turnover, determine training need and enhance promotions.....9
4- Critically examine two existing HR policies and practices from Britannia hotel and
communicate to all employees...................................................................................................12
CONCLUSION..............................................................................................................................14
REFERENCES..............................................................................................................................16

INTRODUCTION
Human resource management is one of the major aspects that is required to be focused by
the organizations. There are various types of issues that the organization faces during the process
of people management in the company that leads to the reduced performance of the employees
on the day to day operations of the business. This creates a negative opinion and the mindset of
the guests for the hotels. The current assignment will be based on Britannia hotel, which falls
under the category of leading hotel chains in the United Kingdom. The report will explain
contemporary issues associated with human resource management in the hospitality industry by
selecting three articles related to key problems. It will also specify job description and person
specification from range of management positions within chosen hotel. Furthermore, the report
will also justify procedure of performance management within company and two existing HR
policies as well as practices from Britannia and communicate to al workers.
QUESTIONS
1- Researching and selecting three articles on contemporary issues associated with HRM in
hospitality sector and reflective statement.
Top Challenges Of Diversity In The Workplace-
Human resource management faced different types of issues or challenges that put direct
impact on their performance and practices, that they are accountable to conduct in hospitality
industry. According to, Kravariti and Johnston, (2020) talent management is the biggest issue
that associated with HR management as HRM faced this challenge in the hospitality industry,
while taking initiative to build diverse workforce, in the workplace that influence performance,
productivity and profitability of companies, either small or large. While operating venture at
international and national level, hospitality organizations tend to hire skilled workforce, among
which each candidate may belong to different cultural background. It may create diversity in the
work area and due to that human resource management may face critical challenge.
In the view of, Podgorodnichenko, Edgar and McAndrew, (2020), talent management
challenge arise more complexities for human resource management that they effort to deal with
each in effective manner, which is quite essential for them to do so. For example, lack of
communication, and inappropriate understanding about various cultures, may lead to decrease
the effectiveness of HR department toward managing talented and skilled workforce.

It is fact that when employees are unable to understand others culture as they may do not
have any information about that. It may put negative impact on their performance, which create
more challenges for them to work with such people who are working differently (Top Challenges
Of Diversity In The Workplace, 2019). It may lead to increase employee turnover, which is not
suitable for rapid and competitive growth of hospitality sector and companies that operates under
it. By facing this challenge it is important for management to consider strategic approaches that
heal issues, either major or minor effectively and appropriately. It is fact that talent management
challenge affect the way management work and take decision, whether it is related to current
organizational progress or in the future. There are different types of approaches and techniques
exist in the corporate world that used to solve each contemporary challenge faced by the HR
administration.
Challenges and Strategies for Employee Retention in the Hospitality Industry: A Review-
Ghani and et.al, (2022), defined that human resource management recently faced major
issues and challenges while managing staff performance in the hospitality sector and that is
employee retention. It can be said that currently they face challenge retaining talented and skilled
workers, who are taking decision to switch other employment opportunities that aid to increase
their performance and satisfactory level, which is quite important for management to do so. Due
to this issue, hospitality industry take the worst experience in the business world, which decrease
its performance and customer base as people may do not prefer to stay within those hotels, where
staff is not skilled and talented.
Employee retention play important role in growth of companies, in form of increasing
organizational performance, but on the same time it may affect negatively upon HRM actions.
As they face issue to manage diverse workforce among which each worker had different
perspectives as they belong to differ nations or cultures. Due to varied factors and their
contribution, employee retention become more challenging for human resource management to
do so (Islam and et.al., 2022). For example, it may create work pressure on management in form
of developing different strategies and plans that help to retain candidates, and provide
administration chance to gain the attention of new. The procedure of diversity management or
employee retention is complex and difficult too as it may put a lot of pressure on manager in the
human resource department to identify the main reason behind emergence of challenge. It affects
the way they performance and conduct any action that manage diversity in the workplace. For

purpose of retaining employees, firms may take action to form key strategies that affect
positively upon their ventures. Birtannia hotel may also consider the same tactics and add more
value in that, which in turn lead to increase employees performance and minimize high employee
turnover.
Challenges of human resource management in regard to organizational effectiveness-
By reviewing the current article it has been summarized that HRM and human resource
management team members in the hospitality industry faced change management and technology
change, challenges that affect adversely upon their ventures growth (Challenges Of Human
Resource Management In Regards To Organizational Effectiveness, 2019). These forms of
contemporary issues also affect Britannia, in term of increasing work pressure on administration
to adopt and develop the change management and new technology implementation techniques. In
the recent time, in corporate world it is the most emerging trend as according to that firms in
hospitality sector may focus on using advanced technologies that put positive impact on their
performance and also make changes within existing structure and elements that support to gain
competitive advantages. All these factors affect negatively upon chosen hotel in term of
emerging requirements related to additional resources that firm may utilize to embedded with
each challenge that is essential for them to do that systematically and effectively. This article
shed lights on major issues that affect negatively upon human resource performance and attempts
they may put to enhance employees performance and increase their productivity, which play
important role to make firm successful in the current market. Each challenge decreases the extent
of performance and effectiveness of HRM for short term period that is not good for company in
which they work and perform their role with number of skilled people. Along with current
information, the same article highlights ways that human resource manager and their department
take into their consideration for purpose of overcoming challenges that affect organizational
effectiveness and performance. Along with that, there are more issue they faced and deal with
each strategically.
2- Designing and developing a job description and person specification from a range of different
management positions in the organization
Job description for Marketing Manager

Job title
 Marketing Manager
Report to
 Director
Job Summary
 Responsible for promotion of the business by working on creative and innovative projects
in order to create an effective image of the brand in the market. Preparing effective
marketing strategies for development of the business, managing the staff and budget of
the marketing department and preparing forecasts for the productivity of the business.
Tracking an analysing the performance of advertising campaigns and supervising the
team in order to ensure efficiency and effectiveness of their work. Helping the business to
build and maintain an effective brand name in the market with the help of different
marketing channels.
Responsibilities
 The candidate may be able to develop effective strategies in order to get traffic towards
the business for the development of the brand.
 The person may be able to build strong relationships with the key agencies, industries and
vendors of the business in order to enhance productivity of the company.
 Preparing and monitoring the budget may be another role of the candidate in order to
allocate the finance of the business in a better way.
 Analysing the consumer behaviour in order to make appropriate changes in the marketing
strategy of the organization.

 Producing valuable and engaging content on various digital media platforms and the
official website of the business may be key responsibility of the individual.
 Increasing the brand awareness and market share of the company with the help of
marketing strategies for increasing the popularity of the business among the customers.
Qualification required
 Bachelor's in Marketing, Finance, business administration or similar may be preferred.
 A master’s degree in the relevant field may be beneficial.
Experience required
 At least 2 years of experience in the hotel industries on the post of marketing manager.
Company Summary
 Britannia is one of the most popular hotel chains of UK which has expanded to various
countries in order to increase its market share and competitive advantage in the industry.
Salary
 £40,000 to £45,000
Person specification for Marketing Manager
Job title
 Marketing Manager

Essential parameters Desirable parameters
Qualifications  Bachelor's in
Marketing, Finance,
Business
Administration or
similar field may be
preferred.
 A master’s degree in
the relevant field may
be beneficial
 Having an international
degree
Experience  Minimum 2 years of
work experience as a
marketing manager in a
hospitality organization
 Worked at a higher
post in any reputable
organization
Language skills  Good command on the
English language
 Having good command
in different foreign
languages
Reporting to
 Director of the hotel
Skills required
 Leadership skills
 Efficiency in managing tasks
 Able to prepare effective strategies
 Effective time management skills
 Effective communication
 Knowledge of market trends, channels and branding
 Organizing skills
 Stress management

 Analytical and problem solving skills
 Budget management skills and proficiency
 Able to provide creative and innovative solutions
Job profiles
He or she must be able to perform all the tasks related to the marketing management and
will be able to prepare effective strategies in order to increase engagement of customers towards
the brand.
3- Synthesize and conceptualize the procedure of performance management within Britannia to
assist hotel to minimize staff turnover, determine training need and enhance promotions.
In the hospitality industry, different types and size of companies exist that operated their
ventures with varied operational and functional units. Human resource management is the best
example of functional department that play vital role to make a company successful and
productive. In order to minimize the staff turnover, and deal with other types of issues, human
resource department in the Britannia hotel, may take varied initiatives as they may focus on
performance management concepts and then initiate to follow the process related to that, which
is important and beneficial for them to do so. In the recent time, performance management play
important role to make organization productive and profitable as well as competitive in the
hospitality sector (Gassner Gofen and Raaphorst, 2022). As it may provide several benefits to
hotel that may support to make it profitable and sustainable as well in the market. The process of
performance management encompasses different stages or key elements that management may
consider obtaining and provide unpredictable outcomes and these are;
Stage 1- Planning
Performance management process begin from the stage of planning, which drive the
attention of administration toward developing strategic and effective plan for purpose of
managing staff performance and providing the best facility such as training. The initial phase
covers different activities and actions that human resource manager is accountable to conduct
into practical manner (Biondi and Russo, 2022). The first activity that entail in planning stage is
setting employees aims and communicating each aim with all the candidates. While all goals
may disclose in job description to gain the attention of productive candidates, HR management
take initiative to interact once again when employees become a new hire. Planning process may

drive the concentration toward determining new and existing employees needs that is essential
for administration to consider in appropriate manner. As it enable them to obtain unpredictable
results like elimination of high employee turnover. The initial level of performance management
decision also entail different actions along with aim setting that aid to fulfil the need and
requirement of each stakeholder including employees, who are performing their role in the
Britannia.
Stage 2- Monitoring-
Before developing any plan and strategy it is important for human resource management
to monitor the performance of staff members, which enable them to take further initiatives
related to performance management that is essential for them to do so appropriately and in
systematic manner. There are different types of approaches exist or accessible in the world of
business where Britannia develop its brand image (What Is Performance Management?
Definition, Process, Cycle, and Best Practices for Planning, 2021). Each approach may aid to
monitor staff performance such as record tracking. According to this term, human resource
management efforts to track the previous records of their employees just to make assure how
they perform recently and now, which enable them to take right action and make judgement for
purpose of performance management. They may utilize any performance management system or
software that aid to track team work and their effectiveness to achieve set goals such as
enhancing promotions that may put direct impact on staff performance and productivity. It may
give them reason to work with Britannia for longer and in productive manner.
Stage 3- Developing-
After passing above two stages, now human resource management move to third phase
and that is development, where they may effort to develop plans and effective strategies that aid
to manage workers performance in form of implementing several approaches (Addison and et.al.,
2020). The current phase may encompass key action such as utilization of data that might be
obtained during above stage like monitoring, which enable HRM to improve staff performance
by providing training, which in turn achieve set aim like formation of skilled workforce, among
which each player is able to gain competitive benefit. Developing stage may require suggestion
refreshers system, in form of providing a task that support management to improve employees
knowledge as they may take part in training session where expert suggestions play important role
in their growth and work satisfaction. It may help to minimize employee turnover, which is

important for organizational success and growth in hospitality sector. As due to this factor
Britannia might be faced major challenges which is not suitable for its brand reputation and
customer satisfaction.
Stage 4- Rating-
Performance management process may also include the current phase as well, such as
rating, which means they may rate employees initiatives, performance and contribution as well
as dedication. It may help to develop a plan such as performance appraisal, rewards and other
promotional techniques that contribute eliminating employee turnover and enhancing promotion
successfully (Jiang and et.al., 2020). The main reason behind rating concept is to manage
performance and increase the effectiveness of candidates who are always ready to satisfy guests
in the hotel and enhance their satisfactory level, by providing or offering luxuries
accommodation services. It can be said that rating system is important as it enables human
resource management to determine state of workers performance and implement modifications
accordingly related to performance management. It is fact that manager and peers may provide
these form of ration by using 360 degree feedback approach that is quite effective and
appropriate to utilize. The best thing about the current method is that it may aid to increase self
awareness and build confidence among employees.
Stage 5 Rewarding-
In order to minimize employee turnover, enhance promotion and fulfilling training needs
of employees, the best technique that Britannia and its administration may utilize is rewarding
(Madlabana, Mashamba-Thompson and Petersen, 2020). As they may reward each candidates in
multiple ways such as certain candidates may consider training as their reward, because with this
concept they may develop new skills and improve existing. Employees may apply their new
knowledge and utilize competencies as well as attributed that they may develop throughout
training, may feel motivated. Just because of this reason they may do not switch to other job
opportunities that help to reduce employee turnover, that is beneficial for competitive and rapid
growth of Britannia. Rewarding is like an outcome that employees always expect to get after
hard work they did and contribution they put on achieving the set goals of hotel, such as to
increase profitability, productivity and improve performance level. By obtaining reward as an
outcome, candidates may work too long for chosen hotel that in turn lead to maximize profits
and build wide workforce in the workplace.

4- Critically examine two existing HR policies and practices from Britannia hotel and
communicate to all employees.
Britannia hotel operated and managed its business functions and activities in the UK,
where it may build its brand image in the market positively. Human resource department may
contribute to manage the organizational reputation in form of making effective communication
with employees about policies and practices they may plan in regard to workers. They may
consider each policy and practice and these are;
Reward based on employee performance-
The best practice that human resource management take initiative to implement in the
practical manner is current one. As it may enable them to boost candidates morale and increase
their confidence level that enable employees to make achievable commitments (Sidhu and
Nizam, 2020). It is fact that individual person while working within chosen hotel expect to
obtain satisfactory outcomes, in term of bonus, incentives, flexibility and many more. These
approaches fall under the category of the best fit practice that help HRM and owner of Britannia
to stand competitively in the hospitably industry with skilled, experienced and talented
workforce. It can be critically analysed that rewarding practice or policy developed by HR
manager may put positive impact on hotel success in form of increasing profitability level, while
on the other hand it may affect negatively, as it may drive candidates attention toward focusing
on achieving short aims, instead of developing long term aims. Just for rewards they may only
focus on reach current targets, that may lead to decrease the effectiveness of hotel related to
future planning and further growth in the hospitality market.
Training and development-
Another practice related to human resource management that can be reviewed is training
& development, which provide multiple benefits to employees in form of developing skills and
improving their performance even better than last few years or months. By conducting this
practice HR manager in turn obtain unpredictable results as they may form a team in which
number of candidates are performing their roles positively and with confidence to overcome
challenging situation, especially work load when organization need them (Aro-Gordon and Al-
Raeesi, 2022). There are varied forms of approaches and techniques available in the corporate
world human resource department may utilize in appropriate manner. For example, on and off
job training, that play crucial role in regard to improve or increase organizational performance in

the national and international boundaries. It can be analysed that training session as strategic
HRM practice contribute to boost employees morale, while it may also affect negatively upon
management activities in form of consuming time. As it is important for HR manager to select
and use the best technique to conduct the same practice in effective manner, that lead to increase
candidates performance but require some additional resources.
Talent management-
The best policy form by HRM in the Britannia as hospitality organization is talent
management that may put positive impact on candidates' performance, their effectiveness and
hotel efficiency. In the recent time, people prefer to work in those companies where they may get
job and health security, as it is essential for them to obtain that. Talent management concept
cover these types of techniques along with others, that affect positively upon business growth
and success in the hospitality sector where competition level between existing hotels reach high.
360 degree feedback, performance measurement and training tool are included in list of talent
management practices (Kravariti and Johnston, 2020). The best policy for purpose of talent
management, human resource department may create is employees security that aid to manage
their performance and also support to increase the same activity, which is suitable for rapid and
excellent growth of Britannia hotel. It is important for administration to form talent management
policy in the workplace that they may use to enhance satisfaction level of existing employees
who may support further (Hongal and Kinange, 2020). As they may help to promote positive
working environment outside premises that contribute to gain the attention of new skilled people,
that are searching for better job. It can be examined that current policy along with benefits may
also emerge some consequences for hotel as it may lead to decrease staff performance when they
always seen other to grow and take benefit of overall employment security. It is defined as
constant procedure that encompasses employee retention and acquisition methods, such as
continuous motivation in form of providing employment security. With better strategy and
practice under this policy may enable organization to obtain competitive advantages.
Interact to all employees-
Along with above initiatives, it is also important for HR management in Britannia to take
more attempts that in turn provide key benefits to them and hotel as well. For example, they may
effort to communicate with employees, in order to provide basic, but essential information about
policies and practices that they may plan to implement in effective and appropriate manner. It

can be said that communication play important role in an organizational success as it may affect
positively upon its performance and productivity level (Nadanyiova and Das, 2020). For purpose
of effective communication, they may utilize the best and useful technologies such as email or
video conferencing, which enable to generate awareness about a policy or practice among people
successfully and appropriately. Video chat is the best technique in the recent time that most of
the companies especially hospitality sector firms, used to communicate with those people who
are working within and across national boundaries where they had established their outlets.
Another approach under effective communication process management may take is utilization to
organizational notice board, where they may place information about any policy and practice
which is created for further benefits of hotel and their valuable employees (Marsen, 2020). Open
communication is the key element of employee performance increment and enhancement as they
may feel better when management engage them and motivate to interact with others. It may
contribute to reduce stress and boost morale of all the workers in excellent manner, which is
quite essential for HR manager to do so with the help their team members.
CONCLUSION
From above analysis, it has been concluded that human resource department within
hospitality sector had faced varied issues that put negative impact on their performance and
strategic decision-making process. They put a lot of efforts to deal with major issues that lead to
increase work pressure and decrease organizational performance level, which is not suitable for
hotel rapid growth and success in the world of business. HR manager in the organization had
taken major steps as they considered and then implement the overall process related to
performance management that contributed to eliminate the reasons behind high employee
turnover and also supported human resource management to fulfil the needs of workers such as
training and development. By using different types of actions and developing strategies for
performance management, human resource manager had achieved strategic aim and objectives.
They had reached desire outcomes and enabled hotel to gain competitive advantages in bulk,
which is quite essential for chosen firm to do that in order to sustain for longer in the market.
Furthermore, by summing up above discussion, it has been summarized that HR management
had retained skilled people in form of making effective communication with all candidates about
practices and policies they plan to implement for their well-being, career growth & success.
Moreover, it has been identified from above study that human resource management attempts in

form of strategy formulation contributed to retained skilled people and gained the attention of
more productive than ever.

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Online
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<https://www.theseus.fi/bitstream/handle/10024/166809/Challenges%20of%20HRM
%20in%20regards%20to%20%20organizational%20effectiveness-converted.pdf?
sequence=2&isAllowed=y>
Top Challenges Of Diversity In The Workplace. 2019. [Online]. Available Through:
<https://www.fraserdove.com/challenges-of-diversity-in-the-workplace/>
What Is Performance Management? Definition, Process, Cycle, and Best Practices for Planning.
2021. [Online]. Available Through: <https://www.toolbox.com/hr/performance-
management/articles/what-is-performance-management/>