Human Resource Management in British Airways: A Comprehensive Analysis

Desklib provides past papers and solved assignments for students. This report analyzes British Airways' human resource management.

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Human Resource Management for Service Industries

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Table of Contents
Introduction.................................................................................................................................................3
Task 1: LO1 Understand Human resource management..............................................................................4
AC 1.1: Analysis of the role and purpose of human resource management in airlines industry with
reference to British Airways....................................................................................................................4
AC 1.2: HR plan based on analysis of demand and supply with proper justification of staff roles,
number of staff and hours of work required to deliver new flight services to Madeira............................6
Task 2: LO2 Understanding the effect of employee relations and employment law on service industry
businesses....................................................................................................................................................7
AC 2.1: Current state of employment relations in the airline industry.....................................................7
AC 2.2: Affects of employment law on human resource management within British Airways...............8
Task 3: LO3 Understanding of recruitment and selection process...............................................................9
AC 3.1: Discussion of job description and personal specification for Cabin Crew in British Airways....9
AC 3.2: Comparison between the selection processes of British Airways (Cabin Crew) and Transport
for London.............................................................................................................................................13
Task 4: LO4 Understanding training and development in service industries businesses...........................15
AC 4.1: Set of guidance notes for trainee managers that contribute to training and development
activities to the effective operations in British Airways........................................................................15
Conclusion.................................................................................................................................................18
References.................................................................................................................................................19

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Introduction
The aim of this report is to discuss human resource management, employee laws and employee
relations and their impact on the management of human resources in British Airways. The report
is also outlines recruitment & selection process and training & development programs in Airline
industry.

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Task 1: LO1 Understand Human resource management
AC 1.1: Analysis of the role and purpose of human resource management in airlines
industry with reference to British Airways
The human resources management (HRM) is an essential department of an organization, which
is responsible to manage the human resources in proper manner and maximize the organizational
performance. Main role and purpose of human resource management in British Airways is
discussed as below:
Planning and forecasting: In an organization, the human resource management plans and
forecasts the needs of human resources and makes efforts to fulfill these needs and wants in
proper manner. British Airways considers planning and forecasting as a principle function of
HRM in establishing and pleasing the business strategies. Proper planning and forecasting is also
helpful in recruiting a correct number of employees as per requirement of the company (Noe et
al., 2017). In this concern, the purpose of HRM in British Airways is to fill up the gaps between
the required numbers of employees.
Recruitment procedures and Contract of employment: In service industry, HRM is
considered as a major function of recruitment and selection of the employees to manage the
business operations of the organization. The HR department of British Airways tries to recruit
skilled and experience professionals to provide the excellent services and to be competitive in the
associated industry. In addition, the human resource department of the company also plays an
essential role in making employment contracts with the employees and retain them for long-term
with the company (Wright, 2018).

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Training and development programs: Proper training and development programs are essential
for the organizations to improve the skills and knowledge of the employees at the workplace
(Wright, 2018). The HR managers of British Airways has responsibility to provide appropriate
training and development programs for the employees from time to time to enable them accept
the business challenges and resolve these challenges with innovative approaches.
Maintain relationship among the employees: The HRM of an organization is responsible to
maintain healthy and strong relationship between the employees of British Airways. In this
concern, the HR managers try to have high-quality communication at the workplace between the
management and employees to bring prosperity in the business.
In order to accomplish above roles and purposes, the human resource management of British
Airways considers both Soft and Hard HRM approaches. Both of these approaches are different
from each other. The Soft HRM approach mainly focuses on maximization of interests of the
human resources while Hard HRM focuses on betterment and expansion of the organization
(Ihuah, 2014). British Airways considers Soft HRM practices to have focus on emotions and
feelings of the employees at the workplace to motivate them and increase their satisfaction at the
workplace. On the other hand, the company considers Hard HRM approach to maximize the
utilization of existing resources in business operations. The organizations cannot achieve the
business objectives in proper manner with use of a single approach. Therefore, HRM considers
both Hard and Soft HRM approaches for growth and productivity of the British Airways.

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AC 1.2: HR plan based on analysis of demand and supply with proper justification of staff
roles, number of staff and hours of work required to deliver new flight services to Madeira
In peak summer season, British increased the three more flights from Heathrow and three
returning from Madeira per week. In order to manage the operation of these flights, the company
will require additional human resources with proper analysis the demand and supply of the
services. In this concern, the HR plan for these operations is prepared as below:
Identify the main positions in the hotel: It is the first step of HR planning of British Airways,
where the HR managers identify the required positions to manage flight services to Madeira in
proper manner. After the analysis of required position, the HRM department conducts
recruitment and selection process to fulfill these positions (Nagendra and Deshpande, 2014).
Recognize the qualities and skills required: At this step, the required skills and capabilities of
the employees are recognized openly. It is identified by the British Airways what all the skills
and qualities are compulsory in the individuals and what the company is trying to find the
employees to provide an edge to airline services.
Recruit competent employees as per the suitability of the identified positions: It is the third
step of HR planning, where the organizations recruit maximum number of employees who have
required skills and capabilities for the available positions. For this, recruitment advertisement is
given by British Airways as well as, the management also recruits employees from the
hospitality management universities to manage the flight services in better manner (Anca-loana,
2013).
Selection of most excellent suitable candidates on the basis of interviews and aptitude tests:
At this step, the company selects most excellent candidates through interview and aptitude tests.

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This process enables British Airways to select skilled and qualifies candidates to fulfill the
identified vacant potions.
Evaluate and monitor the plan: It is the last step of HR planning, where the HR plan is
evaluated for checking of the efficiency of developed plan. In this step, it is analyzed that
whether the organizational objectives are achieved or not with implementation of the HR plan
(Momin and Mishra, 2015). The gaps are identified and filled by British Airways to improve the
effectiveness of HR planning.
Task 2: LO2 Understanding the effect of employee relations and employment law on
service industry businesses
AC 2.1: Current state of employment relations in the airline industry
In an organization, the management of employment relations refers to co-operation and
understanding of the organization among its employees. The management of employment
relations supports or co-ordinates the employees at the workplace and avoids conflicting
situation at the workplace. Generally, the employment relations are at satisfactory level in airline
industry. It is analyzed that the airline industry has made the employment relations through
unionization, which is a process of arranging the employees in proper manner. In airline
industry, the unionization works as a liaison between the management and the employees to
resolve the existing issues such as health and safety issues at the workplace in easy manner
(Poynter, 2013). In addition, the unionization administers the working environment and develops
effective and healthy communication between the top, lower and middle management. Under the
unionization, a union leader is selected by different employees. The union leader collectively
bargains for the employees of the airline organizations and negotiate for better working

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environment protect the employee rights at the workplace. In addition, the airline organizations
also provide a platform for the employees to share their thoughts and suggestions regarding the
organizational policies to make better relations with the employees.
The employment laws are considered as principles that determine the operational activities of the
airline organizations and how the policies must be shaped for human resource management in the
airline organizations. The employment laws are stated to protect the rights of individuals at the
workplace and maintain strong relationship within the management and employees. The
employment laws also states minimum wage for the human resources who are working in the
airline industry (Hepple, 2013). It would be necessary for the airline organization to pay
according to the National Minimum Wage Act 1998 in which the fixed working hours beyond
which the employees are not allowed to work. This act is covered under the Working Time
Regulation 1998 and other laws such as right to leave and flexible working hours. It is essential
for British Airways to consider these laws while developing employment policies for the
employees.
AC 2.2: Affects of employment law on human resource management within British
Airways
The management of human resources of British Airways is affected by the employment laws in
big manner as the employment laws forces the management to achieve the organizational goals
and objectives in disciplined manner. British Airways considers different employment laws such
as Health and Safety Act 1974, Equal Pay Act, Working Time Regulation 1998, Equality Act
2010 and employer’s liability Act 1969 towards the employees. These employment laws provide
rights to the employees to keep the employment contract to work in a healthy and safe working
environment (Barnard, 2014). In this concern, the employment laws are related to the protection

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of employee rights at the workplace. The Health and Safety Act enables British Airways to
develop a healthy and safe working environment, where the employees can work intentionally.
Equal Pay Act contains information regarding the same wage for men and women for same
position and the Working Time Regulation provides information regarding maximum working
hours for the employees at the workplace. As per the Equality Act, British Airways cannot
consider any type of discrimination of sex, age, race or disability among the employees at the
workplace as it is illegal for the organizations. As per this Equality Act, all of the employees
must be treated in similar manner. British Airways provides similar opportunities for all of the
employees without considering any discrimination based on sex, age, race and physical
disability. In addition, paternity and maternity leaves are allowed for the employees as soon as
the children are born. Employment Act 2002 has provided new legislations related to the
paternity, maternity, adoption leaves and pay in company with amends in the Tribunal system
(Bhorat et al., 2014). The changes are reformed the existing labor laws in United Kingdom.
These amendments also transformed the employment policies of British Airways to improve
employee satisfaction at the workplace. In this concern, it is analyzed that employment laws have
influenced the employment policies of the organization in favor of the employees and develop a
safe and healthy working environment for the employees.
Task 3: LO3 Understanding of recruitment and selection process
AC 3.1: Discussion of job description and personal specification for Cabin Crew in British
Airways
During the recruitment and selection process, it is essential for the organizations to discuss about
the job description and personal specification for the vacant position. Job description and

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personal specification will be helpful in recruiting relevant candidates for interview. In this
concern, the job description and personal specification for Cabin Crew position in British
Airways is described as below:
Purpose of the job: Incredible opportunities are available with joining of the London City Team
of Cabin Crew at BA CityFlyer, which is wholly owned subsidiary of British Airways. The
candidates will be passionate and enthusiastic about the products and services and focus on
customer services as a member of Cabin Crew with British Airways CityFlyer. In addition, the
individuals will get opportunity to develop their professional career and be awarded and
recognized for their amazing contribution.
Principle accountabilities of Cabin Crew: There are several principle responsibilities of a
Cabin Crew that would be performed at the workplace. The principle accountabilities of Cabin
Crew are discussed as below:
 Ensure that safety and security responsibilities are performed at the highest standards and
complaint with EASA at British Airways CityFlyer.
 Make sure compliance with entire corporate procedures and policies as per the applicable
legislation.
 Perform as a British Airways CityFlyer role model to colleagues, crew and customers
holding to standardized standards of the organization (Hannah, 2019).
 Preserve the safety compliance with considering Safety & Equipment Procedures
training.
 Provide world-class services in line with behavior and service standards of the
organization.

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Personal specification for Cabin Crew: The personal specifications such as skills and required
qualifications for Cabin Crew at British Airways CityFlyer are as below:
Skills:
 The candidate or applicant must appreciate why security and safety of customers is
necessary for British Airways.
 The applicant must be passionate regarding the excellence of services at whole time.
 Communication skills must be effective to interact with the customers from heart.
 The Cabin Crew or candidate must be able to deal confidently with the difficult and
challenging situations and stay flexible during the issue.
 The applicant must be able to show esteem and understanding for diverse backgrounds
and cultures at the workplace. Each of the individuals must be treated individually.
 The candidate must be able to make relationship with all of the colleagues and team
members in professional manner to deliver superb customer services.
 The applicant must be able to communicate effectively and able to deliver complicated
message with self-confidence.
 It would be essential to understand the need to follow the rules and regulations however
the candidate is talented to be flexible as per the situational requirements.
 The applicant must be able to seek solutions proactively and take personal liability to
resolve the issues.
 The applicant must be able to understand new information and apply correctly and
quickly.
 The applicant must always demonstrate positive attitude.
 The candidate must be punctual to perform the works on time.

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 The candidate must maintain high professional and personal standards.
 The candidate would demonstrate knowledge and pride of British Airways and have
understanding about the business strategies.
Qualifications:
 The applicant must be aged 18 years or over at the time of application.
 The applicant or candidate must be fluent in both written and spoken English.
 Hold a valid passport, which has minimum validity of 12 months before expiry date with
free right to work and live in UK.
 The applicant must be able obtain and retain airside pass.
 The applicant must be able to work willingly covering 24 hours, 7 days of week and 365
days of the year for entire career with British Airways.
 The applicant for Cabin Crew position must be able to spend willingly periods of time
away from the home and perform duties proximity to his airport base.
 The applicant would wear uniform of British Airways to the required standard of the
organization with no body piercings and visible tattoos. The body piercings or tattoos
must never be visible through the uniform clothing.
Experience:
The candidates with experience in customer services and hospitality sector will be preferred for
the Cabin Crew position.
Physical criteria:
 The applicant must be physically and medically fit.