Human Resource Management Report: Lensbury Hotel Analysis

This report delves into the core aspects of Human Resource Management (HRM) within the hospitality industry, using the Lensbury Hotel as a case study. It begins with an introduction outlining the importance of HRM in the hospitality sector, highlighting the role and purpose of HRM, including recruitment, retention, and compensation strategies. The report then presents a comprehensive HRM plan, discussing the impact of government legislation, economic trends, and technological developments. The analysis extends to employee relations, exploring employee participation, conflict management, negotiation, and consultation. Furthermore, the report examines employment law, including the Federal Law Act, Equality Act, Health and Safety Act, Maternity and Paternity Act, and Redundancy Act, and their effects on management. Finally, the report provides a detailed job description and person specification for a receptionist role at the Lensbury Hotel, comparing selection processes across different service types and evaluating the contribution of training and development within the hospitality industry.

HUMAN RESOURCE
MANAGEMENT

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
1.1 Role and purpose of human resource management in hospitality industry..........................1
1.2 Human resource management plan.......................................................................................2
2.1 Employee Relation................................................................................................................3
2.2 Employment Law and its affect on management. ................................................................4
TASK 2............................................................................................................................................5
3.1 Job description and person specification...............................................................................5
3.2 Comparing the selection process of different services..........................................................8
4.1 Contribution of training and development............................................................................8
CONCLUSION................................................................................................................................9
REFERENCES..............................................................................................................................10

INTRODUCTION
In today's market, the hospitality industry has grown up in great way. This can be because
of increase in number of travellers and gain in standard of living of people as they are choosing
hotels for parties and different kind of functions. Even though, hospitality industry is helping in
making economy stable of UK in effective manner (Albrecht and et. al., 2015). Basically,
success of hospitality industry is depended on the human resource working for hotels, employees
needs to work in proper manner so that every thing be managed in better way. Hospitality
industry has come in side of boom from last few years and predicted to be same for next long
period. Assignment will include, purpose of human resource, employment relations in better
way, employment laws too, mainly job description and person specification, selection process.
Apart from such, contribution of training and development.
TASK 1
1.1 Role and purpose of human resource management in hospitality industry.
Hospitality industry is such which do succeed and fail as well with the satisfaction of the
customer in effective way. Basically, it is such which comprise of three segments as:
accommodations, food and beverage with travel and tourism as well. Hence, various type of
services is provided to the customer and tourist in effective way so that they can become an
existing for longer period. Moreover, there are various role played by the human resource
department as:
Recruiting: Moreover, having an worker shortages is considered as the major problems
of HR. Even though having an highly skilled recruiters are those which are established in with
having an quality of housekeepers, wait staff and chef's they need to have an effective services
can be provided to clients (Almond, 2011). Recruiting the skilled human resource may help them
to have an effective working in organization and they will be able to serve there services in
effective manner to various tourist and customers.
Retention: The hospitality industry is such which has increased in great manner, as it is
increasing a issue is also coming in side as increase or raise in employee turnover. Moreover,
various criteria and aspects are there which needs to be considered to retain the number of human
resource with the hospitality industry in proper way as well. Normally, they do go with
organizing an training and development program in great way.

Compensation: HR is that which is having an labour intensive hospitality industry in
which they do set there wages and salaries are there which is somewhere based on the regional
market too. Even though, employees in hotels do earn extra income with help of tips. According
to the ISHC, having an offer to workers related to the cash bonuses which help in raising
productivity and having an successful in somewhere an labour-intensive industry.
Hence, hospitality industry is totally depended on the effective working of the human
resource and it is needed for management of hotels to keep there employees happy with services
and pay as well (Arrowsmith and Parker, 2013). These role of human resource department make
hotels to attain there goals and objectives for which they are established in market. Although it's
a responsibility of management of hotels to keep there employees satisfied and motivated, as
result of such human resource will work in great and proper way too.
1.2 Human resource management plan.
Human resource planning is considered as the systematic process in such they forecast
different thing as demand and supply manpower, employment skills which has an objective of
company. It can also be said as method of review related to manpower necessities and it also
ensure the various kind of skills which is somewhere made available to firm. There are some
importance of human resource planning and it is be like as:
-It helps firm to have an right kind of workforce at the right time and even in right figures too.
-It is such which do help in developing the succession plan for employees. Even though, this help
-in creating the way for internal promotions as well.
-Hospitality industry as whole will be benefited with few thing like raise in productivity, profit
and skills etc. thus it also help in giving the edge of competitors.
-Forecasting the future does help in supervise manpower in effective way and pitfall of it is also
avoided too.
There are some of the thing which affect the planning of HRM as:
Government legislation: After the Brexit in UK, government has made many legislation
for every kind of business and even for services industry as well. Government legislation has to
be followed by the hospitality industry so that they can have an smooth flow of working in hotels
as well (Bondarouk and Ruël, 2013). Various acts was being post over industry which needs to
be included by firm.

Economic trend: In UK, after the Brexit the economy was declined in great way which
affected the UK in various ways. In such situation, government of UK started supporting small
industry and the hospitality industry as well so that UK can make its economy stable in better
way. Number of tourist come from different country and from around the globe which does get
country to earn great revenues and income as well that has direct impact on development of
economy (Cascio, 2018). Even though economic trend thus help in making an HRM planning in
effective way as well.
Technological development: Hence, the development of technology does help
hospitality industry to make a better decision for human resource planning as technology do help
in knowing the changes in structure and trend in environment, and with such a better information
can be collected and can be used to train the employees and human resource in great manner, so
that they can serve the guest and customer in better manner too.
2.1 Employee Relation.
Employee relation is such which is basically refers to the industrial relation and having an
concern with the different emotional, practical and having an physical relationships in between
the employer and employee too. Employee relation is being formed when the employee sign
contract with employer and it is related to joining a job. Even though, job of the HR is also
manages with coordination and having an all those activities and bring employees to perform all
these activities as well. Employment relation in hospitality industry is very much different from
other firms (Chang, Chiang and Han, 2012). It is all because of the working culture, job nature,
pay scale etc.
some of the role of unionisation in hospitality industry are as:
Employee participation: It refers to as in which the employees do take participation in
making an effective decision. Moreover, employee empowerment is somewhere also related with
the empowering employees and a chance is being provided to them to have their own decisions
without making consult with there superiors. In Hospitality industry it is required to give chance
to employees to take participation in making decision and it is somewhere can lead an hotel
towards the development with coordination in between superior and lower level.
Involvement and conflict management: Basically, involving and managing an conflict
in hospitality industry also make them to perform in right format too. Employee and employer
should have an great coordination so that they can bring in a healthy environment in hotels.

Conflict is such which needs to be minimum in number so that effective working can be seen by
them and it will help in attaining the goals and objectives too in better way.
Negotiation: It is that method in which people do settle the differences in better way.
Basically, in this a mark of settlement or compromise is reached by ignoring the point of
argument and conflicts. This is also an spark of unionisation in hospitality industry and they need
to keep negotiation whenever the situation comes of difficulties in proper way.
Consultation: Employee relation in industry should be in effective way and management
of company with superior should create a environment of consultation for employees so that
upper level can come to know the grievances of human resource and they can perform in better
way and this could result in having an proper working too. Consultation does help industry to
reduce the chances of conflict (Cousins and et. al., 2012).
2.2 Employment Law and its affect on management.
Employment law is that which encompasses the different areas of employee and the
employer relationship in proper way. Normally, employment law is such which do define the
policies that has been included in the contract. Moreover, employment law is that which do
consider the rights and duties in great way of employer and employees too with wage rate,
working hours and overtime payment too. Although, safety has to be provided to human resource
at the time of there working and it should consider the mental and physical harassment.
Several employment laws which is followed by industry are as:
Federal law Act: This law is related with the termination of employees without any
reason. A employee cannot be terminated on the basis of different thing like race, gender and
religion or age too. Employee can sue to employer for wrongful termination as well.
Equality act: In industry an equal amount of payment must be there for man and women
so that unlawful unfair practises can be ignored (Durão and et. al., 2012). If a women is getting
less pay then she can sue the employer for such thing as man and women both are working for
the same hours and with under the fair wages act too.
Health and Safety Act: It is required by hospitality industry to provide employees a safe
workplace where they can perform there duty and responsibility in perfect way even this
situation do comes under national safety standard. Even though, failing to have such can also
lead to fines and civil liability in better way. Therefore, employees do get some privacy right
while working in effective way.

Maternity and paternity Act: In this an employee can get an parental leave when a
child is born or adopted in great way. There few thing included in this are as:
 Maternity leave.
 Paternity and partner leave.
 Special maternity leave.
Even though, in this employees are entitled to have 12 months of unpaid parental leave.
Moreover, can go with request of having an additional months leave too.
Redundancy Act: The principle having qualifying period of work in better way and even
in this people are those who have an right to serve payment in event which lead to have an
economically unnecessary to employer (Ehrnrooth and Björkman, 2012). Basically, functions of
redundancy payment is such which were like to impute social cost of the unemployment to the
employer. Employers do think which is more carefully before having an people redundant.
TASK 2
3.1 Job description and person specification.
Lensbury is an four star Hotel and it is a conference centre and having an private
members club too. The Hotel also consider the full leisure and also constitute sports facilities
which include the gym. The hospitality industry do require a receptionist who can offer the
customer service to members. Even though proper description of job and person specification is
there which is described as:
Job description
Name of Hotel: Lensbury Hotel
Job position: Receptionist
Location: Teddington, London.
Purpose of Job:-
 To create an environment of positivity.
 To maintain a better relation with every customer in proper way too.
 To maintain courtesy with everyone.
 To deal with the clients and customers in effective and polite way.
 To answer the questions of customer and provide information about hotel.
Roles and responsibility:-

 Receptionist should welcome the visitor with smiling face and greet him/her in right
context.
 Need to direct the visitor by maintaining the employees and the department directories
as well.
 Always monitor the logbook.
 To provide and issue keys.
 To have reservation by telephone or the information.
 Moreover, they answer queries and also deal with complaints in effective way, so that
better relation can be made.
 To complete the procedure for guest check in and at time of check out too.
Required qualification:-
Graduation and post graduation in MBA field.
Diploma in Different languages.
Experience required:-
Minimum 2 to 4 years
(Should have an fluent communication skills)
Salary:-
4 to 5 lac. Per annum
The above job description is all about the receptionist which is considered as the main
aspect in hospitality industry and maintain the customer record in great way (Ganopoulos and et.
al., 2013). Moreover, various customer and client are there who judges the services of hotel with
there first meeting at reception. So it is needed concept to have a eligible person for the job and
to comfort and satisfy the client in better way.
Person specification:
(Receptionist)
Required qualification.
Mandatory. Desirable
Required to have an great communication To have a certificates of few competition of

skills and should have hand over few of the
languages to interact with customer and people
in great way.
communication and personality development.
Experience and Training.
Mandatory Desirable
Should have worked with any other hotel. Should have an knowledge to maintain relation
in between different department of hospitality
industry.
Required to have an experience of B2B
surrounding and even in better way too.
Hence, have an knowledge and experience to
handle different messages and orders in right
context too.
Must have an techniques to handle different
kind of customer in perfect way.
Should have an influencing power to
manipulate the people to use there services in
proper way.
Knowledge:
Mandatory Desirable
Should have an knowledge of how customers
can behave at particular situation created in
hotels
Office administration
How to bring effective communication in
between different department in right
mannerism.
To have knowledge related to work in any
situation in better way.
Should have an knowledge as how to
manipulate customer and client to use there

services and make them existing consumers for
longer period.
Should have an knowledge of having an CSR
and systems too.
Moreover, all the above factors are those which is being considered for the job of
receptionist in hotel, so that Lensbury Hotel can also attain its goals and objectives in effective
way a well. Basically, there are various appraisal form and method which needs to be identified
and having an eminent role in having an encouraging person towards roles and objectives.
3.2 Comparing the selection process of different services.
Selection process is such which is a lengthy and a complex term which do involves a
series of some final selection as well. Basically, procedure is having an selection is being vary
from industry to industry as well and company to company too (Giauque, Anderfuhren-Biget,
and Varone, 2013). Every organization is such which do design the selection process in proper
manner and also keeps in mind about the urgency of hiring people too. The selection process
which is followed by the hospitality industry as:
 Preliminary Interview.
 Receiving Application.
 Screening of application.
 Employment test
 Interview
 Reference checking
 Medical examination
 Final selection.
Basically, these steps are those which has an different aspect and thus they do follow some of the
policies while making selection of candidates and thus they merely chose those people who has
an great working skills and confidence of maintaining a different situation in better way and this
is such which leads to attain the organisational goals and objectives in proper way.

4.1 Contribution of training and development.
Even though there is a great contribution of training and development which do help
hospitality industry to achieve there goals and objective in great way. Moreover training and
development is an important concept which do help staff and employees to learn various new
skills and knowledge of different thing which do make them to have an effective working by
them in hospitality industry only (Giauque, Anderfuhren-Biget and Varone, 2013). Dukes is an
Hotel which do employ large number of employees and even though while performing such they
face some of the issues like diversity and equal opportunity in better way.
Moreover, before organising an training and development program it is required to
identify the need of training in hospitality industry. Therefore, this also contribute in the
development in great way. Some of the thing which is being revamp after using training and
development of hotel are as:
 Basically, training in Duke hotel is organised for teaching human resource about the
equality in between men and women.
 Moreover, with the help of training a new knowledge can be collected related to equality
as this helps to work in coordination and in better way too.
 Diversity is such which is there in every hotels and thus, employees do learn as how to
cope up with the same in right context.
 Even the employees do learn the different thing in proper way which do help them to
have an smooth working and make hotel to attain the goals and objectives too.
CONCLUSION
From the above report, it has been concluded that human resource management is such
which needs to perform there different aspect in effective manner. Even though in the hospitality
industry there are various roles and responsibilities is played by human resource in great way.
Even though, employment laws are there which needs to be included by the hotels so that
employee relation can be there in right context as well.

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