Human Resource Management in British Airways: A Comprehensive Analysis

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HUMAN RESOURCE MANAGEMENT FOR
SERVICE INDUSTRY
1

Table of Contents
INTRODUCTION............................................................................................................................. 3
TASK 1............................................................................................................................................ 4
1.1The roles and purposes of human resources management in the British Airways...............4
1.2HUMAN RESOURCES PLAN BASED ON AN ANALYSIS OF SUPPLY AND DEMAND FOR A
SELECTED SERVICE INDUSTRY BUSINESS....................................................................................6
TASK 2............................................................................................................................................ 8
2.1ASSESSING THE CURRENT STATE OF EMPLOYEE RELATION IN BRITISH AIRWAYS................8
2.2DISCUSS HOW EMPLOYMENT LAW AFFECTS THE MANAGEMENT OF HUMAN RESOURCES
IN A SELECTED INDUSTRY BUSINESS..........................................................................................9
TASK 3.......................................................................................................................................... 10
3.1DISCUSSION ABOUT HOB DESCRIPTION AND PERSONAL SPECIFICATION FOR BRITISH
AIRWAYS.................................................................................................................................. 10
3.2COMPARE THE SELECTION PROCESS OF DIFFERENT SERVICE INDUSTRIES BUSINESSES.....12
TASK 4.......................................................................................................................................... 14
4.1ASSESS THE CONTRIBUTION OF training AND DEVELOPMENT ACTIVITIES TO THE
EFFECTIVE OPERATION OF A SELECTED SERVICE INDUSTRY....................................................14
CONCLUSION............................................................................................................................... 16
REFERENCES.................................................................................................................................17
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INTRODUCTION
Human resource is the most important or essential resource for all organizations. This report
will give an idea about the different roles and purposes of the human resource department.
This report is based on the working and managing of the human resource of the service
industry. The report will also discuss the relation of the services industry and employees and
how it affects the employment law of a place. A further report will analyse the different
working and process of the hr department like recruiting, planning and development of the
employees.
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TASK 1
Appointed as an HR officer at British Airways, the British Airways company is one of the most
successful airline companies in the UK. The management of the company has to analyze the
different roles and purposes of the hr.
1.1The roles and purposes of human resources management in the British
Airways
Human resource management gives emphasis on maintaining and developing human resource.
The HR department carries out different roles and purposes for the organization to be
competitive in the business. To understand the HR management Harvard framework will be
analyzed (Chuang, et al., 2016).
Harvard framework
The human resource department works for the welfare of the human resource and provides
different facilities to the employees and workers to create a proper workforce to achieve the
objectives of British Airways. A Harvard framework has different factors that are helpful in
understanding the human resources like the stakeholder’s interest, situational factors, HRM
policies and HR outcomes. Different factors can be helpful in different situations. The Harvard
framework establishes HR policies and also maintains the stockholder's interest. The HR
department also maintains a proper balance of the communication and relation of the
employees of British Airways. The HR departments also make different strategies for the human
resource to provide them with a guideline for work. The HR department also sets a standard for
the staff to do work accordingly (Analoui, 2017).
Purpose and roles of the HR at British Airways
Employee recruitment: British Airways have different employees working in a different
department in the company. The company hires new staff or employees as per the skills and
talent required. British Airways do resource planning and find a different source where skilled
and talented candidates can be attracted (Jamali, et al., 2015).
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Performance management: another important role that is played by the hr department is to
check and monitor the performance of the employees. Performance management means to
monitor or control the activities of the employees to maintain a proper work environment in
the organization (Jamali, et al., 2015).
Training and development: British Airways is airline company has different flights and different
people from different countries travel, so it is necessary that every employee should be trained
enough to communicate and understand the needs of the customers. The company after hiring
the employees provides them with adequate training in order to make them skilled and task
oriented. British Airways have a different department and they provide training according to
the roles and job requirement (Jamali, et al., 2015).
Employee’s relation: A British airway maintains proper communication and relation in a
different department for the proper flow of work. British Airways have a different department
and they all work interconnected to perform a task. A British airway has a different counter and
department, good relation is also necessary for security purpose (Jamali, et al., 2015).
Performance appraisal: British Airways and its HR department have different ways to reward
their employees. The company use different techniques to reward their employees in order to
motivate them and appraise them. The British airways evaluate the performance of employees
and then reward them as per their performance (Jamali, et al., 2015).
1.1
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1.2HUMAN RESOURCES PLAN BASED ON AN ANALYSIS OF SUPPLY AND
DEMAND FOR A SELECTED SERVICE INDUSTRY BUSINESS
Human resource planning: British Airways have to do proper planning for the human resource
in order to meet the needs of the company. British Airways first identify the areas or gap
where the resources are required at present scenario and for the future needs.
Objective analysis: objective analysis can be defined as a purpose or the reason for the hiring of
the employees. British Airways have different flights for different destinations. The company
first identifies the objective or reason for the hiring and then company do planning. The
objective helps in understanding the types of skills required (Rees and Smith, 2017).
Present staff analysis: in this analysis, the British Airways company first check the present staff
and then move to next step of doing planning present staff gives the company information
about the employees working and how many employees are needed (Rees and Smith, 2017).
Forecast of demand and supply: A British airway has a successful business and has a large
number of employees working for the company. Forecasting for employees is very crucial work,
as it requires different skills and knowledge about the demand and supply of human resource.
British Airways use different methods to evaluate the employee’s requirement in the future.
The companies do forecasting as per planning and present business scenario (Rees and Smith,
2017).
As per requirement, the table will give an idea about the supply and demand of the staff in
the new flight to Madeira
Job role Staff at
present
Estimated
turnover
Staff at
the end of
the year
Demand
for staff
for new
flight
Projected
hires
worki
ng
durati
ons in
summ
ers
In the
rest of
the
year
Flight
manager
5 2 4 2 5 90 60
Flight 3 1 3 3 4 70 54
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service
manager
Cabin crew 13 2 11 13 12 400 340
Pilot 4 1 3 5 4 89 64
Air hostess 7 1 4 2 4 138 71
Execution of final plan for the hrm:
The above-discussed plan which gives us information about the demand of the employees at
different levels of British Airways. This HR plan will give proper forecasting of the employees
and help the company to hire new employees to fulfil the needs of the business (Rees and
Smith, 2017).
Control and monitor: after doing planning and recruitment the next step is of monitoring and
controlling of the employee. The British airways monitor and control the activities of the
employees in order to check the working and performance of the employees. The different
carries out different roles and responsibility. Performance evaluation is and controlling is very
necessary as there is a lot of risks which is associated with the business (Conway, et al., 2016).
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TASK 2
2.1ASSESSING THE CURRENT STATE OF EMPLOYEE RELATION IN BRITISH
AIRWAYS
British Airways are an airline company, the company has employees and they all are motivated
and encouraged to maintain a proper relationship with different individual and department in
order to meet the needs of the business. Good relation of employees with each other and with
the customers helps if a healthy work environment and also boost the morale of employees
Employee relation: British Airways have to maintain ensures proper flow of communication and
the company maintains a proper relation within an organization. The company has a different
department like cabin crew, ground crew and customers handling department so to make a
sound working environment the company has created a positive environment (Bailey, et al.,
2018).
Employee’s involvement: Employee’s involvement means the participation and contribution of
the employees in the management activities and planning. Employee involvement processes in
which the employees suggestive their opinion and feedback to the higher authority to make
necessary changes and improvements in the organizations (Bailey, et al., 2018).
Employee’s empowerment: Employee’s empowerment means that to provide employees with
certain authorities and power to take necessary actions at the time of needs. British Airways
have a very strong command and flow of authority which is necessary for the business.
Sometimes the company does not allow the employees to participate in the planning and other
management activities because to maintain security and safety (Abualoush, et al 2018).
Handling grievance: British Airways has a proper and specific department who deals with the
conflicts and disputes of the employees. British Airways maintain a high degree of company
ethics and maintain its proper culture. The company also gives value and respect to its
employees so as they can understand the sense of belongingness. British Airways have a very
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strict working environment for every employee in order to deliver fast and best service to the
employees (Abualoush, et al 2018).
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2.2DISCUSS HOW EMPLOYMENT LAW AFFECTS THE MANAGEMENT OF HUMAN
RESOURCES IN A SELECTED INDUSTRY BUSINESS
Employment law is the law which is imposed by the country’s government in order to preserve
the rights of the employees in any specific organization. The employment law has different
sections for different types of rights in the organization. British Airways have large no of
employees working and serving customer from all over the world. The British airways follow
and respect the different law and ensure that all the law should be properly practised.
Employment laws are guidelines for the organization which safeguard the employees from
being misused.
Health and safety act of 1974: this acts states that British Airways should maintain the proper
healthy, hygienic and functional environment. According to this law, the employees need to
feel safe secure at the workplace. British Airways provide proper safety precautions and
instrument for the employees so to overcome the cause of injury and accidents. The safety
measures include the fire extinguisher, hydrant, security alarms etc (Fudge, 2017).
Equality act 2010: this acts states that British Airways should respect different genders, races,
cast and religion and should not be biased. The British airways practised should practice this
law of equality at the time of recruitment and at the time of promotion and appraisal. This is
necessary for the organization to survive and succeed in the competitive market. This law
ensures that no employees should be discriminated on the professional ground (Fudge, 2017).
Data protection act 2018: this act is very helpful for the employees as this act says that the
employee’s person date and professional data should not be shared and should be protected.
The employees can only share the data and information which is necessary or which has
management approval (Fudge, 2017).
Employer’s liability insurance act 1969: This act ensures that British Airways should have
insurance of all the employees which can cover the liabilities. This act gives or provides facilities
to the employees if in case one met an accident at the workplace (Fudge, 2017).
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TASK 3
3.1DISCUSSION ABOUT HOB DESCRIPTION AND PERSONAL SPECIFICATION
FOR BRITISH AIRWAYS
A job description is a written document which gives the employees or individual an idea about
the types of job or roles which is needed to carry out in the organization. A job description is
usually created or made at the time of recruitment or it can say that it is a part of the
recruitment process. A job description is provided to the employees to learn about a job.
Recruitment and selection is a process in which an organization selects an individual in order to
fulfil the position. Selection process purpose is to select the best individual for the proper
vacant place.
The recruitment process has a different step that is mention below:
The first step is to make a proper job description and job specification for the candidates. This
job specification will provide different information about the job. This job specification is made
separately for different positions at different levels of British Airways. The next stage is of
recruitment of campus drive. In this stage, the different sources where employees can be hired
are identified or searched. After the different applicants apply for the job the company shortlist
the applicants as per the skills and talent required. The last stage in the requirement process is
selecting a proper individual for a particular post (Mills, 2017).
With the help of this description letter of a job the company gives information to an individual
for a particular job
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Job description
Job name: Cabin crew
Company: British Airways
Department: City flyers, British Airways
Purpose of job
British Airways are looking for enthusiastic and energetic cabin crew with the ability of delivery
best services.
Job roles include
 To have good communication skills
 To have a sense of responsibility and tackle difficult situations.
 To have the ability and skills to inform and share information to customers and serve
them with the best of one’s ability.
 To learn new skills and apply them to get the best results
 To provide proper instructions to the passengers about the safety and precautions
Experience:
At least one year of experience in same or hospitality industry.
Physical criteria
 An individual’s height must lie between 5.2 to 6.1 and weight should be in proportion to
height
 The span of hand when the feet are at the ground and hands are stretched to head
should be of 6.7 or 2.1 meters.
 One should pass all the required technical and safety measures
 Individual needs to swim at least 50 meters.
 An individual should have the capacity to lift 25 kg of weight.
Personal specification
Required skills
 Must have an attractive personality to attract others
 Must have proper communication skills
 Individual must be a critical thinker and must have a problem-solving skill
 Individual must be customer-centric and must have good body language
qualifications
 one should be more than 18 years of age to be eligible to apply
 communication skills are needed both verbal and written
 individual must have a passport that does not state any restrictions on travel
 One should have the willingness to work in a shift at different timing and time zone
(Mills, 2017).
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