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
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Denham, UK
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(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.
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(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.
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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
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Name:
Address, city| Telephone | Email
Date
Recipient Name:
Title:
Company:
Address:
City, ST ZIP Code
Dear Recipient Name,
Sincerely,
Name
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(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).
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(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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 By the giving training of employees, is to helping for the company, for increasing the
productivity for services giving by the employees.
 Training and development is to helping for company of achieving the goals and
objectives.
 It is to helping for targeting group and making up the effective team.
Negative Impact:
 The huge spending cost and time on employees training is to negative impact on the
HRM.
 For the manager, it is to difficult for setting the programmes, objective relating to training
and development of employees (Shakir, Lodhi and Zafar, 2017).
Organizational Challenges: These challenges are affecting the HRM, its involving the
some factors such as controlling cost, quality improvement, capabilities development and
restructuring. In the hotel, on the training and development , huge amount of money and time,
because in the hotels, many peoples are visiting, so that, manager is giving the training for
communicating and way for giving the services. In this challenge, manager is also improving the
quality of products and services. The restructuring of organization is the another techniques for
the company. The development of the capabilities of the employees is another factor which is
affecting the company.
Positive Impact:
 It is to helping for improving the quality and capabilities of the employees.
 The another technique is restructuring which is helping for HR department.
 This challenge is to helping for improving and development of the capabilities of
company (Schörpf and et.al., 2017).
Negative Impact:
 In this factors, including working environment, employees health and safety issues are
affecting of HRM.
 Higher cost of labour and spending time for training of employees are affecting of the
HRM.
 The cost of controlling is to difficult work for managers by giving the training.
Compliances with Laws and Regulation: The laws and regulation related to
employment are also affecting the company. For the employees or labours, the government has
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been made up the laws and regulation. Such as health and safety, wages, compensation and other
labour laws which is applying in the company. It is the useful for the employees or labours for
comfortably and safety working in the company (Pauwels and et.al., 2014). In the
Intercontinental Hotel Group, also adopting laws and regulation for the employees and labours.
Therefore, rules and regulation are affecting the human resources management. In this factors,
including the taxes and legal changes for human resources management. The HR department all
the laws and regulations are implementing with in the organization.
Positive Impact:
 The laws and regulation of employment is to helping for employees for better working in
company.
 By adopting the laws and regulation, HR Department ensuring the health, safety and their
comfort.
Negative Impact:
 If the company, should be not applied the laws and regulation, so that employees are not
working in their company, because they are not feeling the comfortably for working.
 Some taxes are affecting the productivity of company (Jamieson and et.al., 2018).
Environment Challenges: The human resource management is also affecting the
environmental challenges. It including the changes working environment, diversity of work
changes, globalization, technology, legislation and lack of skills. The fast changes of requirement
of environment is affecting the HR policies. The changing of environment providing the
opportunities and threats to the human resources management in the organization. The work
force diversity is to creating the problems in the long run, it is to difficult for survival of
performance of the organization. In the environment challenges, globalization, is the main issues
facing by the organization. The HR department is playing the important role in keeping cultures
of the organization. HRM is taking the responsibilities and duties for implementing the labour
laws and regulation in their company. It is serious work for take caring of employees health and
safety.
Positive Impact :
 The positive impact of environment is to helping for employees for better performance,
so that it is to directly positive impact on the company (Reiche and et.al., 2016).
 Adopting by the HR policies of company, it is positive impact on company.
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Negative Impact :
 It including the legislation and globalization is to negative impact on the HR department.
 Lack of skills, customers needs and wants are including in environment issues, these all
are the negative impact on HR department.
Productivity: It means the minimization of cost ,maximization of the profits and
generating the revenues. It is the main challenges of the human resources department for
increasing the level of productivity. In the intercontinental Hotel, productivity should be
increased while employees and staff are giving the better and proper services to customers like
room services, food services and resorts services, so that the customers or visitors are feeling
comfortably and safety in their hotel and visiting many more times (Shakir, Lodhi and Zafar,
2017). Therefore, the HR department always focusing on increasing the productivity level. The
productivity is the individual challenge, so that there are many responsibilities for improving the
productivity, therefore, it is the affecting on HR department and company. There are many
factors are including in the individual's challenges such as job insecurity, ethical and social
responsibilities and empowerment.
Positive Impact:
 Minimization cost and maximization of profits is the positive impact on HR department.
 By giving the better services to customers, is to increasing the productivity, is positive
impact on HR department.
 The social and ethical responsibilities of employees are positive impact on company.
Negative Impact:
 For employees, there is no giving proper training for working, is to affecting the
productivity is to negative impact on HR department and company (Tietenberg and
Lewis, 2016).
 The productivity is the individual challenge, so that there are many responsibilities for
improving the productivity, therefore, it is the negative impact on HR department and
company.'
 By the empowerment is negative impact on the company.
CONCLUSION
In this report, it can be concluded that for the job profiles, creating the job advertisement,
describing the job analysis, job description and person specification, different questions in
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interviews asking by HR managers for job positions. It can be also concluded the professional
CV and covering letter for using the selecting candidate, and process of appraisal using for the
selecting candidate and offer letter to the candidate. It can be concluded current issues and
challenges such as organizational, environmental and individual's which are affecting the HR
department as well as company image and also describing the positive and negative impact of the
challenges and issues on human resources management of company.
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REFERNCES
Books and Journals
Banfield, P., Kay, R. and Royles, D., 2018. Introduction to human resource management.
Oxford University Press.
Bratton, J. and Gold, J., 2017. Human resource management: theory and practice. Palgrave.
Bratton, J. and Gold, J., 2017. Human resource management: theory and practice. Palgrave.
Brewster, C., Chung, C. and Sparrow, P., 2016. Globalizing human resource management.
Routledge.
Dias, J., Mascarenhas, S. and Paiva, A., 2014. Fatima modular: Towards an agent architecture
with a generic appraisal framework. In Emotion modeling (pp. 44-56). Springer, Cham.
Ellington, J. K., Brannick, M. T. and Levine, E. L., 2015. Job description. Wiley Encyclopedia of
Management, pp.1-2.
Harrison, F. and Lock, D., 2017. Advanced project management: a structured approach.
Routledge.
Hartnett, E., 2014. NASIG's Core Competencies for Electronic Resources Librarians revisited:
An analysis of job advertisement trends, 2000–2012. The Journal of Academic
Librarianship. 40(3-4). pp.247-258.
Jamieson, J.P. and et.al., 2018. Capitalizing on appraisal processes to improve affective
responses to social stress. Emotion Review. 10(1). pp.30-39.
Pauwels, S. and et.al., 2014. Practice-oriented quality specifications for therapeutic drug
monitoring. Clinical chemistry, 60(3). pp.559-560.
Reiche, B.S. and et.al., 2016. Readings and cases in international human resource management.
Taylor & Francis.
Schörpf, P., Flecker, J., Schönauer, A. and Eichmann, H., 2017. Triangular love–hate:
management and control in creative crowdworking. New Technology, Work and
Employment. 32(1). pp.43-58.
Shakir, M., Lodhi, I. S. and Zafar, J. M., 2017. Job Description of School Heads: A Case Study
of Secondary Schools of Southern Punjab. Journal of Research, 11(1), pp.60-67.
Tietenberg, T.H. and Lewis, L., 2016. Environmental and natural resource economics.
Routledge.
Online
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