Report: Analyzing HRM Issues and Challenges at Intercontinental Hotels

This report focuses on human resource management (HRM) within the Intercontinental Hotels Group, examining key processes and challenges. It begins with an introduction to HRM and then delves into Task 1, which includes creating a job advertisement, conducting job analysis (job description and person specification), providing interview notes, a professional CV and cover letter, outlining appraisal processes, and presenting a job offer letter. Task 2 analyzes current issues and challenges affecting HRM, such as training and development, organizational challenges, and compliance with laws and regulations. The report highlights the impacts—both positive and negative—of these issues on the hotel group, offering a comprehensive overview of HRM practices and their implications within the hospitality sector.

Issues in Human Resource
Management

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
(A) Creating the advertisement...................................................................................................1
(B) Job Analysis .........................................................................................................................3
(C) Interview Notes (Questions).................................................................................................5
(D) A professional CV and Covering letter................................................................................5
(E) Appraisal Processes...............................................................................................................7
(E) Job Offer Letter ....................................................................................................................9
TASK 2 `.......................................................................................................................................10
(A) Analysis current issues and challenges affect the human resources management ............10
CONCLUSION ............................................................................................................................14
REFERNCES ................................................................................................................................15

INTRODUCTION
Human resources management is the practice of recruiting, hiring and developing of the
employees in the organization. It is the process of managing the HR policies, employees training,
development and modified the strategies. In present study will be based on Intercontinental
hotels group is one of the largest hotels headquartered in Denham. It has a wide portfolio of
brands Crowne Plaza, hotels, holiday Inn and resorts. In this report, it will explaining the job
analysis, crating the advertisement of job choice, interviews notes, professional CV and
overviewing letter, process of appraisal using for selecting candidate and job offer letter to the
selected candidates. It will explaining the issues affected the human resources management with
in the hotel (Banfield, Kay and Royles,2018).
TASK 1
(A) Creating the advertisement
JOB OPPORTUNITY
Intercontinental hotel group requires the services of a qualified young person to fill up the
position of front office associate.
Qualification
Professional position to contributing the well communication, customers services, better talents
to excels as hotel front office.
Experience
5 years post qualification in a similar position in the rank of assistant in an organization of
repute.
Age
Between 24 and 30 years with excellent health.
Salary
An attractive salary package corresponding with the qualification and experience will be
offered to the selected candidates.
Interested candidates may send their hand written application along with a copy of CV, two
passport size photographs and names and contact details of three referees by or before 13 July,
2018 to the following address:
Manger HRD
1

Denham, UK
2

(B) Job Analysis
It is the process to identifying and determining the duties and requirements of the given
job. It is the procedures of collecting and analysing the information about the requirement of
human for the job. There are two aspects of job analysis (Bratton and Gold, 2017).
(1) Job description: It is using of analysis for the job. In the job description including some
contents such as job title , location, job summary, duties, working conditions and risk.
The purposes of job description are developing work standards, promotions, transfers and
positioning of new employees.
JOB DESCRIPTION
JOB TITLE : FRONT OFFICE ASSICIATE
Job Overview: Applicant must have been interpersonal skills and administration skill, history
and experiences of hospitality sector, flexible work schedule
Responsibilities:
 Communication with the guest and staff.
 Proper process and register for assigning the rooms of guests.
 Cash payment handling
 front area should be clean and maintain.
 Hotel services should be promoted .
 Responding to each guest.
Qualification:
 Must have been professional presentation.
 Must have been previous experience.
 Computer knowledge.
 Professional certificate.
To Apply:
 Submit resume detailing experience.
3

(2)Person Specification: In this factor including abilities, skills, experience, level of
qualification and attributes (Dias, Mascarenhas and Paiva, 2014).
Person Specification – Front Office Associate
JOB TITLE: FRONT OFFICE ASSOCIATE
RECRUITING MANGER:
DATE: July, 2018
QUALIFICATION Essential Desirable MET
 Standards English √
 General education √
SKILLS Essential Desirable MET
 Communication Skills √
 Interpersonal Skills √
 Problem Solving √
 Customer services √
BEHAVIOUR Essential Desirable MET
 Confidently √
 Adaptability to change √
 Team working √
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SUMMARY:
Prepared By: Date: July, 2018
Title: Front Office Associate
(C) Interview Notes (Questions)
For the job profile, HR managers are conducting the interview and in the interviews, they
are asking the some questions relating to person's qualification,knowledge and skills (Ellington,
Brannick and Levine, 2015). There are some questions such as:
1. Tell me about yourself?
2. About the qualification academic and professional?
3. What are your strengths and weakness?
4. Why are you fit for the job profile?
5. How will solving the difficult situation like customer services related ?
6. How will working under a tight deadline or work load?
7. If you are working on new team and new environment, how will your to
managing work?
8. If the customers or client are different from you, so that how will you to deal with
them?
9. Could you work in any environment or in pressure?
10. Can you faced any problems and how will you solve it?
(D) A professional CV and Covering letter
Personal Information
Name:
Mail ID:
Contact No:
Aim
I will adapt all my responsibilities and duties on time. I will give my best to your
company.
5

Professional Qualification
 B. Com
 MBA in HR
 Computer knowledge
Professional Skills
 Communication skills
 Interpersonal skills.
 Cash handling accuracy.
 Proper scheduling.
 Customer services.
Experiences
Front office agent in the Marriott Hotel.
Cover letter
6

Name:
Address, city| Telephone | Email
Date
Recipient Name:
Title:
Company:
Address:
City, ST ZIP Code
Dear Recipient Name,
Sincerely,
Name
7

(E) Appraisal Processes
Performance appraisal is the methods of analysing the performance of employees in the
organization. For analysing the performance HR is adopting the various methods such as 360
degree feed back, rating methods and other methods (Hartnett,2014). In the appraisal process,
including the five aspects for the selecting candidates and also including the employment law
and regulation.
Establishing the standards: In the first step, setting up the standards will be base on the
actual performance of the employees. The standards will be measurable and understandable by
the candidates. The manager should be described the standards of the candidates.
Communicating the standards: It is the responsibility of HR manager to
communicating with the employees for standards. Manager should be informed and clearly
defined or explained with the employees. It is to helping for new candidates of understand their
roles and responsibilities relating to front office work (Jamieson and et.al., 2018).
Measuring the Actual Performance: It is to difficult for the manager of measuring the
actual performance. This work is doing by the employees in specific time period. It is the
continuous process which including monitoring the performance during the year.
Comparing the standards: In this step, manager will comparing the actual performance
with desired performance. This step is based on the setting of standards. The comparison of the
standards, it will be defined level of the actual and desired performance of the employees.
Discussing the result: It is also known as Feed back. In this step, a result of appraisal on
the basis of communicating and listening with the employees (Pauwels and et.al., 2014). The
selecting candidates should be ensured that there is no feedback giving by the customers, so that
they are properly working such as better communication, customers services and cash handling.
Therefore, manager is to giving appraisal for them.
Decision Making: The last step is to decision making by the HR managers. In this step,
decision making of employees performance about the rewarding, transfers, promotions and
dismissal. For the new candidates, it is the opportunities for better working and getting the best
appraisal giving by HR managers (Reiche and et.al., 2016).
8

(E) Job Offer Letter
JOB OFFER LETTER
Intercontinental Hotel Group
Denham, UK
Date: July 2018
Name:
Front Office Associate
Intercontinental Hotel Group
Denham, UK
Dear (Recipient Name),
We are pleased to offer you employment at Intercontinental Hotels Group. We feel that your
skills and background will be valuable assets for our team.
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Illustration 1: Process of Performance Appraisal
Source: Performance Appraisal, 2010

Per our discussion, the position is Front Office Associate. Your starting date will be 23 July
2018. the enclosed employee handbook outlines the medical and retirement benefits that our
company offers.
If your choose the accept this letter, please sign the second copy of this letter in the space
provided and return it to us. A stamped, self- addressed envelop is enclosed for your
convenience.
We look forward to welcoming you as a new employee at Intercontinental Hotels Group.
Sincerely,
Name
Title
Enclosure
TASK 2 `
(A) Analysis current issues and challenges affect the human resources management
The human resources management is to affecting various factors in the Intercontinental
Hotel. Such as leadership development, compensation, compliance of laws and regulation,
workforce training and development. The environment, organization and individual's challenges
are also affecting the HRM (Schörpf and et.al., 2017).
Training and development: This factor is affecting the human resource management of
the intercontinental hotels. If the training and development of the workforce is not correctly and
properly way, so that employees are not properly working in the hotel. Therefore, manger should
be conducting the various programmes for employees training and development. For HR
manager, it is main challenges such as, setting up the objective of training, requirement
programmes are organizing, making the team effective, targeting the group and analysing the
cost of training programmes (Tietenberg and Lewis, 2016).
Positive Impact:
 The positive impact of training and development is to helping for the employee for
better working in the hotel.
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