Hospitality HRM: Issues, Job Specs & Policy Revision at Four Seasons

This report provides a comprehensive analysis of Human Resource Management (HRM) issues within the hospitality industry, focusing on the Four Seasons Hotel in the UK. It begins by exploring contemporary trends and their impact on HRM practices, drawing from three articles that highlight recruitment challenges, training and development needs, and the integration of technology post-COVID-19. The report includes detailed job descriptions and person specifications for an Event Manager and a Restaurant Manager, outlining essential duties, responsibilities, qualifications, and core competencies. Furthermore, it evaluates the performance management process as a tool to minimize staff turnover, identify training needs, and enhance promotion strategies. The analysis culminates in a critical review and proposed revisions of two existing HR policies, aimed at improving communication and operational effectiveness within the organization. This document is available on Desklib, a platform offering a wide range of study resources and solved assignments for students.

Issues in Human
Resource Management

Table of Contents
INTRODUCTION...........................................................................................................................3
MAIN BODY...................................................................................................................................3
Contemporary issues (Emerging trends) associated with Human Resource Management in the
Hospitality Industry.....................................................................................................................3
job description and a person specification..................................................................................6
process of Performance Management to assist organisation to minimise staff turnover,
identify training needs and enhance promotions.........................................................................9
Critically analyse and revise two existing Human Resources policies and practices from your
selected hospitality organisation and communicate to all employees.......................................12
CONCLUSION..............................................................................................................................13
REFERENCES..............................................................................................................................15

INTRODUCTION
Human resource management plays one foe the vital role in the organisation functions. It
assist the businesses in order to manage the workforce according to the requirement of the
organisation. In addition to this, HR management insured that the organization have the right
pool of talent in their operational functions through which they can easily achieve the derived
goal more specifically. Various issues that deploy under performing the mentioned functions is
regard to engaging the workforce according to the operational function, managing effective
relationship between the employees to derive the more positive working environment as well as
develop the effective practice through which employee skills can be enhanced to the further
extent. In short HR management enhance the employee retention as well as create effective
employee engagement in the organisational workplace. In regard to this the respected report will
evaluate the HR management functions on the Four season hotel.
The mentioned hotel is a five star property that offers the luxurious services to their
customer. In addition to this, the mentioned hotel is situated in UK. Moreover, the mentioned
report will highlight the three articles that completely highlight the emerging trends which are
related to the human resource management in the mentioned sector (Zhao, Cooke, and Wang,
2021). In addition to this, an effective job description and person specification will be developed
according to the requirement of the mentioned organisation. Furthermore, the respected report
will also evaluate the process of performance management in order to develop the more
productive working environment. At last according to analysed plan existing human resource
management practice of the human resource management will be improvised to form more
effective communication channel in he operational functions.
MAIN BODY
Contemporary issues (Emerging trends) associated with Human Resource Management in the
Hospitality Industry
In the hospitality industry various rapid changes in the operational functions has derived
in compare to the past activities. Due to such scenario, in order to fulfil the requirement of the
organisation according to their derived plan HR management took number of effective steps in
order to enhance the operational functions of the businesses in the highly competitive market.

After the pandemic the working process of the mentioned industry has drastically changes. In
regard to this, several new changes has adopted by the organisation according to the flow of
work in the operational industry. In addition to this below are highlight of three articles that
clearly showed the emerging trends as well as their impact on the Human resource management
practises.
According to S. Andrews, (2021). In the toady's era business are rely on disruption and
innovation in order to perform the effective function in the operational market. I regard to this,
the flow of new ideas in the business operations, the HR manager strategies their operational
activities even more further in order to fulfil the requirement of the organisation more
effectively. In regard to this the talent head of the futurist, and change agent to the organisation
according to the derived demand in the operational market. Moreover, in order to create the more
productive working environment, organisation improvise their operational structure from a
pyramid structure to a falterer and leaner organisation. By performing the mentioned function,
HR management get the more responsibilities in order to manage the employee performance and
work on improvise their skills in order to get the cutting edge in the customer services. In
addition this various new emerging trends are opted out in the mentioned industry which need to
be adhere by the respected HR management more effectively in order to develop the suitable
working environment in the operational industry. As these practices facilitate the organisation in
order to get the competitive advantage.
 Recruitment- In the modern era the requirement process has compete changed in
compare to old practices. In regard to this, most of the recruitment nowadays are
outsourced by the organisation in order to get the higher chances of getting the vast
number of selection option. Moreover the use of technologies also increase in the
mentioned functions. In addition to this, online interviews culture are developed In which
online test are conducted to understand whether the interviewees are suitable for the job
roles or not. In regard to this one of the major challenge that created in order to addresses
these vivacities is to develop the cost effective payroll strategy. By the creation of these
strategies could assist the organisation in order to attract the ideal candidate according to
the organisation requirement. Training and development- In the competitive market organizations are adopting the
effective operational activity in their practice in order to develop the more skilful and

effective workforce according to the derives task. In regard to this, it is the core
responsibility of the HR management to develop the training sessions and implication of
latest technology to create the suitable development program in which all the employees
activities are analysed closely. Further, by the use of these programs an employee skills
could be enhanced by eliminating their loop holes and proper inclusion of development
program (Emerging trends in human resources in tourism and hospitality, 2021).
According to the Tamara Lytle, (2020). One of the major changes that implied after the Covid-
19 Is in the Hospitality industry. As the customer intersections are more in the mentioned
industry. Hence, in order to reduce the physical barrier or creating the effective practices in order
to reduce the risk of Pandemic, organisation developed the number of activities in which the
inclusion of individual are completely eliminated to determine the safety practice. In addition to
this, the adoption of number of technologies are implied by mentioned industry such as
implication such as self check inn, implication of QR codes to offer the menu on Phones to offer
the effective facilities to their customer. In addition to this, these trends has created the issues In
order to improvise e their operational strategies according to the derive plan.
In regard to this, it is essential that all the employees that indulges with the organisation
functions should have the skills and knowledge of using of technologies in order to use the
derived technologies more effectively. In addition to this, by using the cross training programs
HR management can enhance the skills of the employee according to their job roles. Moreover,
due to the increment in the technologies the operational functions has minimize the employee
requirement. Hence, it becomes the more complex task I order to maintain the right pool of
employee in the operational functions according to their skills and knowledge to the specified
functions (Top HR challenges in the Hospitality Industry, 2020).
According to the Naorem, (2019) High turnover rates requires a effective and study acquisition
process in order to get the new talent In the organisational functions according to the vacant job
roles and skill requirement for the organisation. Moreover, the mentioned industry has faced the
consistently requirement of the employee according to the demand of the organisation. These
issues are raised due to lack of skills , high turnover rates ans ability to retain good employees. In
addition to this it is the responsibility of the HR management is to develop the effective
recruitment practises in which the organisation messages should need to be clearly derived to
attract the suitable candidate according to their operational functions. In addition to this the HR

manager should need to use the resulting data to create the effective processes that assist the
organisation in order to create the effective approach in recurring system (5 Challenges for HR in
The Hospitality Industry, 2019).
job description and a person specification
JOB DESCRIPTION
JOB DESCRIPTION
Job role :Event manager
Functional Unit: Event management
Job summary- An event manager plays one of the crucial role, as their core job role is to
organise and maintain all the derives roles and responsibilities more efficiently in order to
make a successful event. An event manager is responsible to deliver the message to the target
audience through organising the event in a appropriate manner. We are looking for the
candidate that comes with the fresh ideas and have the organisational skills that could be used
in making a successful event
Duties and Responsibilities
 Should have the ability to plan and manage the event from start to finish.
 Have the innovative approach in order use such practive in order to enhance the event
operations more successfully.
 Should have the ability to negotiate with the suppliers and vendors in order to fulfil the
event requirement In a decided budget.
 Lead promotional activity for the event.
 Recheck all the aspects before starting of the event.
 Have the skills to resolve the issues more effectively that might occur during the event.
Qualification and Skills
 Master and Bachelor degree in the respective field
 Proven experience as a event manager
 should have the knowledge of KPIs and marketing techniques to perform the event
management functions more smoothly.
 Leadership skills in order to manage the large teams.

 Group maintaining skills
 Good communication and management skills
 Fluency in speech and speaks English
 Works ethically
 Cooperative and supportive nature
PERSON SPECIFICATION
PERSON SPECIFICATION
Job Title: Event manager
Department: Event
Attributes Essentials Desirable
Core Competencies Deep knowledge of event
industry as well as have the
vast pool of ideas through
which new approaches can be
implied in the event practice.
 Excellent verbal and
written communication.
 Customer-centred
 should have the
leadership personality to
manages the teamwork
according to the derived plan.
 Problem solving abilities.
 Excellent communication
and management abilities.
Experience  Should have the
experience of 3+ in the
event industry.
 Responsible for
performing the event in
a allocated budget
more effectively
according to the
derived plan.
 Experience in professional
and qualifying bodies.

Knowledge  Technology savvy  Should gave the
knowledge of
Technologies used in
developing the event.
JOB DESCRIPTION
JOB DESCRIPTION
Job role : Restaurant manager
Functional Unit: Restaurant management
Job summary- Four season hotel is looking for the experienced restaurant manager that could
assist in order to create more value in the operational functions. In addition to this, an
individual should have the ability to manage all the staff and guide them to follow their roles
and responsibilities more efficiently. Person who are looking for the respected job role should
have the deep knowledge of the mentioned industry as well as should know how to create
policies and procedure to create the revenue generation pathway. The restaurant manager
should ensure that all the employees remain compliant in all federal laws as well as fulfil the
customer need to analysing their target audience demand (Stone, Cox, and Gavin, 2020).
Duties and Responsibilities
 Train and supervise the staff
 focuses on the operational activity and ensures that all the safety major will be
implied efficiently In the operational activity according to sanitary regulation.
 Develop safe and positive working condition
 should have the ability to resolve the conflicts from the workplace practices.
 Audit inventory on the regular basis in order to maintain the stock.
Qualification and Skills
 Bachelors in restaurant management.
 Should have the ability to module the working hours according the operational demand.
 Dependable and reliable
 Group maintaining skills
 Good communication and management skills

 Fluency in speech and speaks English
 Works ethically
 Cooperative nature
PERSON SPECIFICATION
PERSON SPECIFICATION
Job Title: Restaurant manager
Department: Food and
beverages
Attributes Essentials Desirable
Core Competencies
 Excellent
communication skills in order
to make the effective
relationship with customers.
 Customer-centred
 should have the ability
to maintain the positive
working environment at the
workplace.
 Ability to resolve the issues
more efficiently.
 Communication skills to
deliver the guidelines more
clearly.
Experience  Should have the
experience of 2+ year
in the food and
beverages department
 Experience in professional
and qualifying bodies.
Knowledge  Should have the
knowledge of offering
the training sessions to
the staff
Ability of Train and supervise the
staff.

process of Performance Management to assist organisation to minimise staff turnover, identify
training needs and enhance promotions
Performance management is the process that used by organisation in order to form the
effective collaborative, communication based process through which employee and management
developed the effective pathway that can be used in order to create more positive and productive
working environment. In addition to this, by the use of project management process the respected
business can easily create the productive workplace culture in which all the employees
performance can be measured in order to achieve the organisational goal more effectively.\
In addition to this the mentioned project management process includes the four broad
categories which are planning, coaching, Reviewing,and action. In regard to this below are the
brief discussion of these 4 steps in regard to the operational function of the mentioned
organization which is 4 seasons hotel. by the implication of these steps the respected from can
easily elaborate there employees operational function as well as can analyse all the activities
more effectively and develop a clear matrix through which objectives can be achieved more
effectively (Stahl, and et. al., 2020).
Planning- The performance management stage starting from the beginning of planning stage. In
regard to this HR and management should evaluate and describe their defining job rolls more
efficiently according to the comprehensive description in regard to the derived short and long
term goals. in addition to this by identifying the organization objectives,can be used in order to
create a clear matrix through which objectives are infused in the planning towards achieving the
derived goal. in regards to this some smart objectives like20% sale in next 3 months,increment in
employee retention in the next 2 months etc. are some example of smart objectives
Moreover the planning stage also includes the feedback stage in which all the completed defining
stage were analysed by the experts as well as the input of employees are also deployed under the
mentioned segment. through the mentioned function all the operational activities are analysed
more effectively in order to derive the key insights which further used in creating more
competencies as well as achieving the goals for the company derived plans (Pattanayak, 2020).
Next stage in the mentioned segment is regard to the approval stage in which all the employees
and management agrees towards the derived roles and responsibilities. Through the mentioned
stages collaborative working environment are created in the workplace which plays one of the
vital role to create more productive working environment.

Coaching- In the mentioned stage after the development of parameters in regard to the job and
objectives for the futures,the next step of the project management is to develop more effective
coaching processes to meet up the organization goal more effectively. therefore the meetings
should be there at least quarterly or monthly to analyse and derive more effective experiments in
the sessions.
By performing the quarterly meetings assist the organization in order to analyse the working
condition more efficiently. by collecting these insights and effective solutions are created in the
form of training and development programme in which all the employees are deployed under
these enhancement process. By the mentioned practice, assess the HR management in order to
develop more skills and knowledge in their workforce.
The next step of the mentioned stage is to solicit feedbacks on both sides. By performing the
mentioned function and honest feedbacks are delivered in the organization function. assist assist
the mentioned business to use these actionable feedback in there practices to derive more
effective operational planning.
Reviewing- In the mentioned stage all the employees performance are reviewed by the HR
management on the regular basis. Through such mention function the HR management collect
reliable insights from their workforce through which they decided the appraisal programs. such
type of function majorly performed once in a year during the appraisal time in which all the
employees performance are analysed more effectively to appraise their work and enhance their
motivation to deploy more effective function in their future practices.
Moreover these appraisal are also defined by the monthly practices that offered by the
management to their employees in regard to achieve their goals according to their rules and
responsibilities. In addition to this employees which perform well in the whole scenario got the
appraisal as well as others which lag in the achieving goals more effectively are deployed under
the development program in which effective sessions programs are offer to these employees to
create more effective personality towards the operational function of the organization
Action- In the mention function all the employees get the rewards according to their
performance. in addition to this HR management creates more rewarding system according to the
project initiation. during the mentioned stage employees become more motivated as they have
the reason to perform more productively towards the operational goal.

Hence by performing the mentioned function organization creates more effective operational
function in there management through which all the employees capabilities are analysed more
specifically and effective processes are adopted in the management plan to create more values in
the organization function (Santoro, and Usai,, 2018).
Performance management plan
Time to fill
All the vacant position need to be filled fast in order to create more effective flow of work in
the operational functions. therefore these positions should need to be fulfilled in a monthly time
span.
Employment requisition and posting process
All the derived position should need to be posted on the official website as well as other social
media pages through which effective flow of new candidates can be arranged and to select an
ideal candidate for the organization function. in addition to this an effective contract should
need to be developed by the recruiter according to the organization operations.
Recruiting process
Under the mentioned function all the received resumes are analysed more carefully according to
the demand of the organization.
Hiring process
Under this process all the candidates which have the relatable skills should considered for the
next round. By filtering the vast number of series through the interviewing process assist in
getting ideal candidate.
From the analysis of above performance management plan it is clearly stated that
respected performance management plan allows the organization in order to create good quality
of workforce which will assist them in order to achieve their derived goal more effectively and
productively. through the user performance management plan all the complexities are analysed
on time and further eliminated through effective plan (Banfield, Kay,and Royles, 2018).