Contemporary HRM Issues and Trends in the Hotel Industry

This report delves into the contemporary issues and emerging trends in Human Resource Management (HRM) within the hotel industry, using the Dorchester Hotel as a case study. It explores challenges such as employee attrition, training and development gaps, and employee satisfaction. The report also examines the design and development of job descriptions and person specifications for supervisory positions in hospitality, followed by an analysis of performance management approaches and people development strategies. Furthermore, the report provides a training material (leaflet) example for new HR managers focusing on HR policies and practices, specifically training and development. The analysis reflects on the importance of HRM practices, motivational approaches, and emerging trends like data analytics and electronic onboarding to improve organizational effectiveness and profitability. The report emphasizes the need for effective recruitment, employee satisfaction, and the implementation of performance management tools such as KPIs and performance appraisals. This comprehensive overview aims to provide insights into the critical aspects of HRM in the hospitality sector and offer potential solutions to common challenges.

Issues in Human Resource
Management
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Table of Contents
Table of Contents.............................................................................................................................2
INTRODUCTION...........................................................................................................................3
1. Contemporary issues and emerging trends related to Human Resource Management in Hotel
industry and reflection.................................................................................................................3
2. Design and develop a job description and person specification from the range of supervisory
positions in hospitality industry...................................................................................................5
3. Approaches to performance management along with people development............................7
4. Develop a training material (Leaflet) for new HR manager on any one of the HR policies
and practices Training & Development, (Covred in leaflet)....................................................10
CONCLUSION..............................................................................................................................10
REFERENCE................................................................................................................................11
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INTRODUCTION
HRM is the activity and main management function which is required in organisation in
order to organise and manage the business functions. HRM is playing an important role as it
analysis the needs and wants of employees as well organisation then make plans so
organisational can maintain a business and run it effectively. Numbers of employees are working
in organisation who are managed by HRM that have skills and talent to manage the activities and
increase business performance. This is important for organisation to have a HR manager who can
help to make happy to employees and maintain high profitability. Different issues are faced by
HRM while running a business that has impacted on business. To understand about this,
Dorchester hotel has been selected that is large size UK hotel providing different services to
customers that increases performance as well as profitability. This report covers different topics
such as contemporary issues and emerging trend that are associated in HRM, Design of job
description and personal specification, approaches to performance management. Moreover, HR
policies and practices that helps to run business and increases organisational profitability.
Main Body
1. Contemporary issues and emerging trends related to Human Resource Management in Hotel
industry and reflection
HRM is main function in all organisation where it identify the needs of company and
formulates polices so they can be completed effectively. In context to Dorchester Hotel, HRM is
main department that is required to identify vacancy in each department such as marketing food,
room services, reception, food delivery, IT, production etc. and recruit employees on the basis of
their skills and experience that helps to increase the organisational productivity. In this, manager
are also providing training and development programme so they all treat customers equally.
Issues with HRM
According to Soumil Kar (2018), The contemporary issues in Dorchester hotel are
Attrition is main issues in hotels where organisation faces this process as loss of employees
through natural process like retirement, job switch, resignation, personal health and elimination
of employees that are affecting business and reduces productivity.
As per Muafi, (2019) Training and development is the another issues that is running in
hotels such as management do not provide training and development programmes due to this
cannot make satisfied to customers that reduces number of people. In Dorchester hotel, this issue
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is increasing attrition rates because it increases their stress level and become unable to provide
products and services. The next issue is satisfaction & morale that means unsatisfied
workers actually do not have the motivation to meet the expectations of their supervisors or
clients. Such conditions are especially risky in the hospitality industry, because poor quality
service directly affects customer loyalty and, consequently, brand credibility. It has seen that if
organisation is not able to satisfied and increase morale of their employees then it faces
challenges as they cannot work effectively and goal of organisation become difficult to attain
them (Krithika, DivyaPriyadharshini and GokulaPriya, 2019).
Emerging trends concerned with HRM
As per opinion of Eliza Paul (2017), The emerging trend of HRM are data analytics have
become a main stay that means as entering in to new economic reality in the labour market, there
is needed to analysis the data properly that can help to mitigate the risk and creating business
capabilities. Shift to electronic on boarding that is boon for organisation as it help to eliminate
the hiring process on paper based. Electronic on boarding is emerging trend that is increasing
rapidly, help to handle the user interface and work flow. With the help of this, HR manager of
Dorchester hotel achieve paperless workflows and filing system.
Reflection
From the above research and analysis it has reflected that Dorchester is 5 star hotel in
London that is managing by human resource management through managing and recruiting
talented people in hotel. This is playing an important role who identify the vacancy and uses new
technology that helps to improve the organisational productivity. This organisation is facing
issues as employee turnover, attrition, training and development and satisfaction to employees
which reduces organisational productivity (Thite, ed., 2018). To overcome and solving the issues
manager of chosen hotel is needed to recruit employees on the basis of their qualification,
abilities and experience that can help to perform the business activities effectively. The HRM is
applicable in all organisations and at all level. To reduce the attrition and employee turnover
manager is required to understand the problems of employees what they wants and how they can
be satisfied that can help to maintain the organisational effectiveness. Moreover, management
should follow motivational approaches such as content and process theory which uses to
motivate the employees and increase profitability. In motivational approach manager of
Dorchester hotel should uses Maslow’s hierarchy, Herzberg, ERG, expectancy theory that fills
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basic needs of employees who are working in hotel and attracts customers to obtain products and
services that can help to maintain the good performance. On the other side, emerging trend are
running in hospital industry rapidly such as data analysis, shift to electronic board, new
technology, retention, increasing importance of work life balance and increasing cost of health
care benefits that attracts employees and increase organisational benefits which increases
profitability (Paauwe and Boon, 2018).
2. Design and develop a job description and person specification from the range of supervisory
positions in hospitality industry.
Job description – This is consider as document which contains all details regarding job,
position, required qualification, location, job purpose, job duties that is required in organisation
to fill the vacancy and increase production. In Dorchester hotel, there is requirement of
marketing executive who can attracts customers and provide information regarding discounts,
package offer and etc. which are important and helps to increase organisational image (Sarvaiya,
Eweje and Arrowsmith, 2018). So job description is prepared by HRM manager of such
organisation that is defined below:
The application of HRM practices in work place Job description of marketing executive in
Dorchester Hotel are as defined:
Job Title Team Leader
Job Purpose Able to identify problems of employees and handle them.
Capable to handle and manage team and its performance
at Dorchester.
The leader should quality to communicate goals, policies,
and objectives so it can accomplish on time.
Focus on employees performance and can motivate them
so they feed good.
Helping HRM in hiring, improving and training staffs to
update team for performance.
Able to maintain the good relationship between employer
and employees.
Job Duties Helping administrators and acting as superior in the event
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of absence of authority
Helping authority to train and recruit new workers
Records of all tasks of management which is given by
managers.
Communicating with member team and management
Promoting staff to accomplish results by defining
methods to hold team sessions for optimal success.
Supply of reliable customer resources
The team leader will discuss and produce a results update
to address the concerns of the member team.
Skills and Qualification Attractive personality
Knowledge about products and legislation policies
Capable to build healthy and strong relationship with
staff
Motivation skills
Technical skills
Good leadership skill
Past experience of team leadership
Written and oral skill
Self-motivating
Personal specification – This is prepared for getting job and show its talent and personal
qualification. In other words, personal specification is profile of abilities, qualification, personal
skills and experience that is looking in recruitment and selection process. This is used to inform
potential applicants regarding level and complexity of job and helps to decide whether to apply
for job, set desired criteria against all candidates that judged objectively and it provide a template
for transparent decision making. This is important for individuals to prepare personal
specification that can help to organisation to select the best and appropriate candidates in their
organisation so business activities can be run effectively (SHARMA and Gursoy, 2018).
Personal specification for marketing executive in Dorchester hotel can be following
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Knowledge of Understanding of need and wants of customers
Can lead people and using marketing activities.
Able to work in group or team
Research and development knowledge
Experience Minimum experience of 3 years in marketing field.
Marketing and HR policies.
Achievement in organisational goals assigned by
superiors.
Working as a team and support others.
Academic requirements Bachelor degree in any field, MBA in marketing
Diploma in brand management and sales management.
Training and managing degree preferable
3. Approaches to performance management along with people development
Performance management is the main activity in organisation that is performed by
management after evaluating employees performance and their capabilities that can help to
increase the organisational productivity and profitability. Performance management is a method
of constant input and collaboration between managers and their staff to ensure the fulfilment of
the organization's strategic goals. The meaning of performance management has developed since
it first arose as a concept. The goal of performance management is to ensure that workers work
effectively during the year, in the meantime, to resolve any problems that might occur in the way
that impact employee productivity (Bello-Pintado and Garcés-Galdeano, 2019). In other words, it
is consider as corporate management tool that helps Dorchester managers to evaluate and
monitor employees work and also create an effective and healthy environment where people can
perform well by using their skills and talent. In Dorchester hotel, HR manager is responsible for
assigning, monitoring and controlling the business activities so organisation can maintain its
performance continuously and be able to increase the profitability (Bednall and et. al., 2019).
People development refers as process to overall development of staff in an organisation.
As all knows employees are the main assets of organisation who are playing important role by
attracting customers and delivering them better quality of products and services. Manager of
company needed to retain and maintain the staffs who are working in organisation for the
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purpose of increasing business performance and getting things done in certain time. In
Dorchester hotel, HR manager is developing people by evaluating and analysing their
performance so they can feel good and get motivation in order to increases profitability
(Gooderham, Mayrhofer and Brewster, 2019).
In business marketing there are different types of hotel industry such as four star, five star etc.
are using different performance management tool that helps to increase the organisational
performance and profitability.
Performance management tool used by four star hotels
Key performance indicator – This is effective and traditional performance management
tool which is used by organisation to evaluate the employees performance that states which
employees is performing good and not. This involves two elements financial and non-financial
that uses to know the how are employees are performing and can improve their performance.
This tool is used by four star hotel in order to identify and evaluate employees activities that
helps to maintain the good activities and increase business performance (Innocenti, Sammarra
and Profili, 2019).
Performance appraisals – Alongside KPI, this is most commonly tool which is used to
measure and maintain the good performance of employees. This is powerful tool which is
aligned individual’s goals and related to organisation’s strategic aims. According to this tool
manager of four star analysis and measure employees performance, give them motivation and
attracts employees so activities which are assigned to employees should be perform effectively.
This increases organisational activities and profitability by retaining them for long period of
time.
Performance management frame works – This is other management framework also
known as balance scorecard. Such tool uses to measure employees performance that increases
business activities and effectiveness. Four star hotel is using this tool to clarify their strategy and
communicate the business objectives, monitor progress through measuring priorities and
objectives that increases organisational performance. On the other side, four star hotel is defining
and managing action plans for the purpose of delivering business objectives so goals can be
attained (Mariappanadar and Kramar, 2019).
Performance management tools which are used by Five star hotel
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360 degree feedback – This is modern and most relevant tool to measure the employees
performance. This is all about answering the question that are asked by managers from
employees in order to improve the organisational activities and maintain a good performance.
This states that how staff are performing in the eyes of those who have stake in employee
performance. This tool is used by manager of five star hotel by getting feedback from employees
who are working that helps to bring the improvements. This also typically used in employee
training and development that increases organisational productivity and effectiveness.
PDP Plans – This is considered as tailored action plan depends on reflection and
awareness of individual’s performance needs by setting the goals that can support the personal
development. This is a plan which is prepared by organisation by getting information from
employees and setting the goals that increases organisational performance. Five star hotel is
using PDP plans to identify specific training and development needs and create action plans for
the purpose of meeting those needs and wants so it can perform well and increases organisational
effectiveness (Stankevičiūtė and Savanevičienė, 2019).
Rewards and recognition programme – This is another tool that is required by Five star
hotel in order to feel good performance of organisation and maintaining profitability. Reward
and recognition are those tool which motivates employees and get ready to work effectively so
they can perform well and increase the organisational effectiveness. The manager of Five star
hotel provide training and development programme to employees and check their performance
by assigning them task that increases number of customers as employees give special treatment
which make feel good and unique part of organisation. In rewards managers used bonus,
incentives, promotion, gifts, shares and other extra benefits which employees wants that
encourages them and increase the willing to work more (Bischoff and Wood, 2018).
From the above and after comparison it has defined that Dorchester is five star luxury
hotel that is using 360 degree, reward and recognition and PDP plans to evaluate the employees
performance and suggest them how to perform well and increase business affectedness. In this
manager of Dorchester hotel give feedback form to employees and give freedom to fill as they
wants which helps to bring improvements. Rewards and recognition are given by management to
employees by evaluating their activities and get satisfaction which improve organisational
productivity. Along this, PDP plans is used by five star hotel that helps to bring improvement in
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personal development that means in employees by identifying problems and mitigating them
effectively (Bacon and Hoque, 2018).
4. Develop a training material (Leaflet) for new HR manager on any one of the HR policies and
practices Training & Development, (Covred in leaflet)
CONCLUSION
From the about report it can be concluded that human resources management is the main
practices which is required to run a business and maintaining good performance. In organisation
HR manager is playing vital role who understand goals and give their efforts in order to
accomplish the business goals and objectives. This is important for managers to overcome the
problems by facing the challenges and improve organisational performance. In organisation
different types of motivational theories and approaches are used by management by
understanding the needs then perform activities accordingly that helps to complete th goals and
objectives. . There are different methods such as on and off job for staff enhancement and
performance increment. The employee relation and employment legislative helps influencing
decision making. The file also covered job description and person specialisation and application
of HRM practices in work place.
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REFERENCE
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Aust, I., Muller-Camen, M. and Poutsma, E., 2018. Sustainable HRM: A comparative and
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Online
Dorchester Hotel. 2020. [Online]. Available through:
https://www.dorchestercollection.com/en/london/the-dorchester/
Contemporary issues in HRM. 2018. [Online]. Available through:
< https://blog.gethyphen.com/5-challenges-for-hr-in-the-hospitality-industry>
Emerging trend in HRM. 2017. [Online]. Available through:
<https://www.emptrust.com/blog/top-trends-in-hr>
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