British Airways HRM: Employee Relations, Recruitment, and Training

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ANAMARIA- UNIT 9: HUMAN RESOURCE MANAGEMENT
IN SERVICE SECTOR {MERIT} (ICN)
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Executive Summary
In this report, a brief discussion regarding human resource management is discussed. It also
contains the detailed study of how HRM works with respect to British Airways. British
Airways works in travel and tourism business in the UK. It is referred to as one of the largest
travel and tourism industry in the UK and worldwide. Thus, the way they perform their duties
and responsibilities towards their customers are described in this report. Laws and
legislatures followed by British Airways to enhance their business have been included in this
report. The main work of human resources of an organisation is described further. Therefore,
this report comprises of a proper introduction, followed by a detailed study on HRM of
British Airways and lastly concluded with the fact and importance of HR management in
tourism business. This assignment has proper amount of references, which were required for
the completion of this assignment.
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Table of Contents
Introduction................................................................................................................................4
LO1 Portraying human resource management in the selected industry...................................4
1.1 Discussing the role and purpose of HR management....................................................4
1.2 Outlining HR plan based on supply and demand analysis............................................6
LO2 Evaluating the effect of employee relations and employment law for the selected service
sector..........................................................................................................................................7
2.1 Illustrating the present state of employment relations....................................................7
2.2 Discussing the effect on management of HR resources by employment law (M1).......9
LO3 Analysing the selection and recruitment process.............................................................10
3.1 Interpretation of the person specification and job description (D1).............................10
3.2 Comparing the selection process of different service industries (M2, D2)..................11
LO4 Understanding training and development in the organisation.........................................12
4.1 Assessing the contribution of development and training activities (M3, D3)..............12
Conclusion................................................................................................................................13
References................................................................................................................................15
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Introduction
In easier terms, tourism is an act of travelling for business, pleasure, leisure or provision of
services. In modern times, tourism acts as a catalyst to socio-development at global markets.
On the other hand, human resource in tourism business is essential for Tourism Company to
act as per customer requirements and needs. Eventually, it can be said that to bring success in
an organisation or company, they need to look after their HR management. This causes
dynamic and challenging tasks, which can be faced by a company.
In this context, British Airways is taken into consideration and its HR management will be
discussed further in this assignment. British Airways is recognised all around the world
because it connects almost 250 destinations for 90 countries for an approx (oneworld.com,
2019). It is recognised and registered as UK’s major hub that has its root at London’s
Heathrow Airport. In this report, a brief discussion regarding the working procedure and
business management of British Airways will be discussed. In addition, this report consists of
different opinions from different researchers regarding HR management of the chosen
organisation. Moreover, this report also includes justification of their HR plan on their
demand and supply business. Eventually, a proper conclusion is provided to this report.
LO1 Portraying human resource management in the selected industry
1.1 Discussing the role and purpose of HR management
Human Resource Management in a company or an organisation helps in managing functions
that maximizes performances of employees working in that service sector (Eaton, 2017). In
this context, British Airways is taken into consideration. HR helps in attaining its
organisational goals in the most successful and efficient ways. In simple terms, various
function such as staffing, recruiting, managing, encouraging people, talent management,
performance and reward management and labour relations of an organisation is termed as
human resource management.
Role and purpose of HRM
HRM deals with issues related to hiring, compensation and benefit programs of the
employees working in British Airways. Therefore, it can be said that effective HRM helps to
achieve effective results in the most efficient ways (Analoui, 2017). In reference to British
Airways, the only success reason is the HR management of the organisation. Hence, it can be
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understood that qualities, talent and training are the three most crucial elements, which need
to be followed by them in order to grow high in business. Thus, when it comes to a service
sector industry, the entire business lies on the HR. Talking about British Airways, their
exceptional customer services and effective HR policies have made them one of the
frequently used Travel and Tourism Company in the UK.
Figure 1: Functions of Human Resource Management
(Source: Created by learner)
Their strategies are:
● Commitment of employee- British Airways always makes it a point that they need to
include their employees’ feedback in their management meeting. Nevertheless, they
also spend their revenue on selection and recruitment process for their service sector.
Thus, once the people gets selected they look after the fact they must be provided
proper training and is well compensated, which will reduce attrition for their
organisation. Safety measures are taken regarding the employees satisfaction.
● Organisational effectiveness - As British Airways gives importance towards
employees’ recruitment and training, it also makes sure that this training must help the
employee to serve the service sector through probationary period and later become a
permanent employee for British Airways. This will enhance them to grow in their
career. Along with this, a positive and productive environment can be created for the
business of British Airways.
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HRM

1.2 Outlining HR plan based on supply and demand analysis
The United Kingdom is rated amongst the most frequently visited places and has an average
footfall of more than 57 million excluding the tourists who reached there through connecting
flights from British Airways to other parts of Europe. In some cases, it has been seen that
exchanging planes and refuelling them takes few hours or overnight stay. In these
circumstances, the demand of the customers tends to fall due to hassle faced because of
British Airways. Therefore, human resource planning is choosing the right person for the
right job.
Every process conducted by British Airways is followed through few steps, which are as
follows:
Figure 2: Steps followed in HR planning
(Source: Created by learner)
1. Analysing the objectives- The main objective is working through finance, sales,
production, marketing and expansion in the global market.
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LABORGAPS

2. Present human resources- In British Airways, previously working employees can help
in analysing their capacity, potential and performances for the respective organisation.
Hence, internal sources and external sources are easier to estimate.
3. Demand and Supply of HR- The internal and external sources help in fulfilling the
requirements of British Airways. Thus, HRM recruits employees as per their need for
different positions available in business. Proper matching is done to avoid problems
regarding job execution.
4. Labor gaps- Comparing HR demand and supply provides surplus or deficit of human
resource towards the organisation. Nonetheless, deficit represents the number of
employed whereas surplus denotes termination from business. Development program
and proper training helps in upgrading the skills of employees.
5. Formulating action plan- As it depends on deficit and surplus, therefore the plan can
be finalised for training, recruitment or transfer in case of deficit and redeployment
and voluntary retirement during surplus.
6. Control and feedback- It involves of implementing HR action plan on the business.
According to Helmreich and Merritt (2017:1), the plan is first monitored by
identifying the deficiencies and removes them. Followed by the next step, which
suggests in comparing the HR plan is ensured to have appropriate action and
availability of adequate number of employees are available for their various vacant
posts.
Henceforth, it can be said that demand and supply forecasting creates a balance between the
trends faced by business through their activities implicates demand. Supply is implicated
through determination of the valuable candidates those can fulfil the vacant seats required in
British Airways. Therefore, to meet the demand for labour in British Airways, they prefer
hiring full time employees.
LO2 Evaluating the effect of employee relations and employment law for
the selected service sector
2.1 Illustrating the present state of employment relations
Human growth is the base of human relationships with each other and one another. However,
developing relationship amongst each other turns out to be quite challenging for British
Airways. Budhwar (2016) commented that good relationships beget good relationship and
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vice versa. Hence, employment relations must be maintained in order to achieve success in
business. Therefore, the current state of employment relations can be termed as following:
● Leadership- HRM establishes a work culture, which encourages healthy working
relations through creativeness and less destructive competition. Managers set an
appropriate example in human relations and employees prefer a valuable leader, who
can guide with their work. Maintaining a very good working behaviour towards other
helps is keeping a positive attribute towards the organisation. Therefore, no matter
whether the manager is a subordinate, head or line manager, it is mandatory to
produce productivity through proper guidelines.
● Keeping positive attitude- Regardless of any other employee working alone, the
productivity remains less because work done does not benefit the organisation.
Individual effort is only a part of collective work parcel that help in achieving success
in global market. Therefore, bearing a positive attitude towards every worker during
his or her need and seeking help when required help in growing positivity at
workplace.
● Keeping a happy and healthy environment- Employees get better at work if they find
less stress at their workplace (Budhwar, 2016:48). British Airways, therefore keep
their workplace happy and healthy in order to make the employees feel secure and
happy to work for them. This contribution helps in growing business in the UK.
● Trust- Work relationships enhances if enough trust is found among the workers, staffs
and their co-workers in an organisation. In this context, British Airways takes care in
building trust among everyone working with them. This helps them in opening up and
accepting each other’s weaknesses regarding work. In addition, it helps in
encouraging and motivating others without any prejudices.
● Less complains- Any work culture must encourage efficient productivity among
employees. Managers, being the forefront of every demonstration of work pressures
are open opportunities in disguise. Mutual share is maintained by complaining less
and working more.
British Airways being a largely used organisation, have footfall of passengers in hundred
thousand. Multiple staffs including ground and cabin crews to chefs and pilots need
consideration and proper working environment is important. These staffs are provided proper
training to work efficiently. British Airways have foreign customs and cuisines delivered to
VIP customers as an exemplary service. As such, they need to hire people who are able to
meet and greet customers through a positive way.
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Employee relations help in exploring the way people work in British Airways as well as their
rights through which disputes can be resolved (Chrimes, 2016:i25). Disputes includes of
employment tribunals, conciliation services and meditation. They study the employment
conditions at their workplace, wages formation and flexible working time. British Airways
also look after quality of work, diversity and equality later. Wide range of clients especially
employers, employee representatives, employee are worked by this organisation to maintain
their current state of employment relations.
2.2 Discussing the effect on management of HR resources by employment law (M1)
As said by Marshall and Chrimes (2016:1259), employment laws have huge effect on
managing HR for British Airways. This organisation has most of its clients in foreign
countries and nations, who demands world class services from them. Therefore, British
Airways follow few laws are as follows:
1. Race Relation Act, 1976 resembles protection against discrimination according to
religion or race.
2. Sex Discrimination Act, 1978 was approached by British Airways to render unlawful
activities regarding sex and later establish a Commission, which will fight for the
people suffering from such discrimination or related purposes.
3. Employment Protection Act, 1976 protected jobs of every individuals and offered
them with retirement schemes by British Airways.
4. The Equal Pay Act, 1970 prohibits less favourable treatment between women and
men in terms of employment and pay in British Airways.
5. Trade Union Rights Acts, 1995 helps British Airways to maintain their trade relation
with other countries and nations. British Airways has its business in the UK as well as
worldwide. Hence, it need to maintain proper employment relations to avoid problems
in their ongoing business.
Therefore, it is the duty of HRM to keep these laws in mind and follow them efficiently in
order to clear all the grievances faced by every employee of British Airways. Employee
satisfaction regarding their job has to be the most important look out so as to avoid trouble
for the organisation.
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LO3 Analysing the selection and recruitment process
3.1 Interpretation of the person specification and job description (D1)
The term ‘recruitment’ is defined as the overall process of selecting and appointing
appropriate candidates for appropriate posts in British Airways. Incorporating activities that
will take place in future for attracting people defines job requirements and person
specification (Sullivan and Robinson, 2017:110). Recruitment can be classified into two
different types specifically as:
(i) Internal- Searching people within the organisation to fill up the existing position is termed
as internal recruitment. The application of Promotion and Lateral Hiring help British Airways
to work accordingly. In this process of hiring, training costs are very low and the employee
knows every mechanics and working of British Airways. Hence, that employee can easily fit
in the organisation.
(ii) External- External recruitment means hiring people with fresh talents from outside the
company. Publishing ads or letting others know through various other communication means
falls under this type of recruitment. Thus, to add new zeal to the organisation fresh faces are
appointed and approaches by British Airways to boost morale of British Airways.
Demonstration of professional understanding of knowledge and skills help in achieving a
clear list of job responsibilities. Moreover, a job description gives direction to the recruitment
process and help in pointing the most effective interview questions regarding the company.
Misunderstandings are lessening and successful candidates perform their duties efficiently.
Thus, they also hire in different other methods such as recommendations attained by satisfied
customers, recruiting, exhibitions and universities and colleges.
1. Headhunting- Tours and travel companies apply this method to fill their top jobs
because they are looking for the best.
2. Exhibitions- Job fairs get people attracted towards their well-known jobs because they
have many options to approach any companies they fit to.
3. Recommendations by customers- Customer satisfaction is necessary and is proven as
the highly effective means for recruiting fresh faces.
4. Universities and Colleges- Fresh talent turns out to be the essence of every business.
In this reference, British Airways prefer visiting colleges and universities to recruit
fresh talents in tourism business.
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British Airways provide its loyal customers with Executive Club loyalty programme. They
exemplify choice without any compromisation (Ono et al. 2017:28). It offers cabin classes for
long haul flights. It includes of Club World, World Traveller Plus and World Traveller
facilities for their customers (Delery and Roumpi, 2017:20). Domestic and European flights
facilitate their customers with Club Europe and Euro Traveller for a comfortable journey
(Armstrong et al. 2016:150).
3.2 Comparing the selection process of different service industries (M2, D2)
Different industries have different ways of selecting candidates for their organisation. Hence,
providing service help British Airways to reach their goals. In this context, British Airways
preferred four major steps to select an efficient employee for their travel and tourism
business. The steps are as follows:
● Screening- It is obvious to recognise a person by only observation and valuation. The
curriculum vitae of the candidate emphasises on all efforts made by that person. This
CV helps British Airways must value facts and skills of the candidate applying for job
in this particular organisation (Guest, 2017:25)
● Telephonic Interview- The message skills are recognised through telephonic
interviews. It can be of a two-way progression. Any over-qualified employee is
trained to ask questions to the new candidate over the phone. In addition, it allows
understanding communication skills of that specific candidate.
● Main Interview- This interview is done face to face with the employee and the
employer. Existence and looks is important in airways business (Cetin and Yarcan,
2017:350)
● HR round- The final round conducted by the HRM team for guaranteeing the job to
the candidate for applied position is the HR round. The finalising of payment and
other terms and conditions are looked after by the HRM.
External recruitment is a slow and complicated process and in British Airways, they require
right fit for the company. Therefore, potential candidate with proper investigated background
are hired for British Airways (Ahmad, 2016:37). Nonetheless, they arrange job fairs through
which they can get people who are interested in their organisation and is looking for a stable
job. British Airways always invite fresh talent, and this helps them in growing their tourism
business.
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LO4 Determining training and development in an organisation
4.1 Elaborating the contribution of development and training activities (M3, D3)
Training and career development at British Airways aims in progressing careers and ensuring
best customer service for the clients. HR training and development acts as the creator of
something that an organisation can take forward for their good. Thus, HRM has to be
professional and appropriate in order to result a bureaucratic setup for the organisation (Saner
et al. 2019:100). Training refers to as the process of acquiring essential skills, which are
required for a specific job. It helps in targeting goals and operating hence wise. The general
training program at British Airways aims at improving the services produced to the clients
and helping service providers for growing few areas of training are as follows:
● Consistent performance- A proper development program and well organised provides
experience and knowledge to the employees working for British Airways. All
employees need to beware of procedures and expectations of the organisation.
● Addressing employee weaknesses- British Airways need to find places where changes
are required with reference to the employees of that organisation. Therefore, it looks
after the fact of addressing every employee strengths and weaknesses equally. A
training program helps in strengthen the skills of an employee, which needs
improvement whereas development program brings all the present employees to a
higher level of similar knowledge and skills.
● Working satisfaction- Development and training guarantees security towards every
employee working for British Airways. Once they start feeling satisfied with their job
role they starts to feel their importance in the organisation, which motivates them to
work harder. Training helps in creating a supportive workplace and let the employees
feel appreciated through these training opportunities. They feel more satisfied towards
their job in British Airways.
● Improvement in the employees performance- Training leads in improved
performances and grow more confidence among the employees of British Airways
(Ngoasong and Kimbu, 2016:435)
● Less supervision is required- Once the employees achieves all the knowledge
regarding the company, they gain necessary skills to acquire their goals by applying
them. In addition, they also start feeling confident about themselves. Nonetheless,
they become more self-reliant and require less or no supervision to perform their jobs.
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