HRM Report: Role and Purpose in Claridge Hotel, London

This report provides a comprehensive overview of human resource management (HRM) practices, focusing on the Claridge Hotel in London. The report begins by outlining the role and purpose of HRM within the organizational context, detailing how HRM functions at Claridge, including employee record-keeping, grievance handling, personnel development, and the relationship between management and employees. It then delves into human resource planning within the travel and tourism industry, covering staffing, forecasting, performance management, compensation, and employee development. The report further examines the current state of employment relations, emphasizing the importance of building employee morale and maintaining communication, as well as the effects of employment laws such as the Health and Safety Act 1974, Equality Act 2010, Sex Discrimination Act 1975, and Labour Law 2019. Additionally, it discusses job descriptions and specifications required for the selected industry jobs, using the HR manager role as an example, and compares recruitment and selection processes between hotels and airlines. Finally, the report assesses the contribution of training and development activities to the effective operations of a service industry business.

Human resource
management

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
1.1 Role and Purpose of human resource management within the organisational context..........1
1.2 Human resource planning based on the supply and demand of travel and tourism industry.2
TASK 2............................................................................................................................................3
2.1 Current state of employment relation in the selected industry..............................................3
2.2 Affects of employment laws on the management of human resource ..................................4
TASK 3............................................................................................................................................5
3.1 Discussion about job description and specification required for the selected industry job...5
3.2 Comparison between hotel and airlines business with respect to recruitment and selection
process..........................................................................................................................................7
TASK 4............................................................................................................................................8
4.1 the contribution of training and development activities to the effective operations of a
selected service industry business................................................................................................8
CONCLUSION................................................................................................................................9
REFERENCES..............................................................................................................................10

INTRODUCTION
Human resource management refers to the process of acquiring, training, retaining,
motivating and developing workforce in the organisation. This concept was created to manage all
the activities of people in the business entities. For the growth and development of the company
it is important to direct employees in an appropriate direction. The hotel which has been chosen
for the report is named Claridge, it is five star hotel founded in year 1812 and is situated in
Mayfair, London. Topics which has been covered in the report are role and purpose of human
resource management, HRP plan, assessment of employment relation & their affect on HRM.
Apart from this discussion on job description and contribution of training and development
activities has also been made (Bratton and Gold, 2017).
TASK 1
1.1 Role and Purpose of human resource management within the organisational context
Claridge is famous hotel in UK, Melbourne hotel group are the main owner of this
organisation. Well known personalities like actors, directors and people from royal background
are it's major clients As an HR trainee in the organisation it was required to submit a report on
the Human resource management. This department is explored in the following section which
will provide in-depth knowledge about the subject matter. Role and purpose of HRM is
explained below in detail:
Role of Human resource management
 People Resource- This is the main role human resource activity, this is linked to
optimum utilisation of workforce in the organisation by maintaining records of each and
every employees since the time they joined the organisation to day they are leaving.
Claridge hotel use payroll system to record data about workers salary, wages, insurance,
taxes. The management also maintained daily attendance sheet of workers along with
their leaves and medical information. Smooth running of operations lies in the hands of
HR department.
 Handling Grievances- Another role played by the human resource management is
associated with handling employees issues and take actions to address them. This aspect
is very essential as this helps in gaining trust of employees. Through this they feel that
they are part of the organisation and will not hesitate to share their problems with the
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management. Claridge has ensured that workers are to be given enough freedom and a
platform where their issues will be heard. Actions are then taken by the management this
helps in reducing employee turnover in the organisation.
 Personnel development- As per this developing and shaping the employees personality
is also one of it's important role. This comprises of identifying the potential of workers
and taking measures to enhance those talent. Under it's employee development
programme claridge provides workers various opportunities like sending them abroad for
an event and further training if required which helps in improving their origin.
 Relationship between management and employees- HR department of Claridge acts as
bridge between the management and the employees. No direct contact with the Top
management can create confusion and frustration amongst the workers thus HRM
effectively maintains the flow of information within the organisation (DeCenzo, Robbins
and Verhulst, 2016).
The main purpose of human resource management is to maintain efficiency in the
organisation by eliminating hindrances with regards to employees performance and ensuring
smooth running of operations. Some of it's importance within the organisational context is
discussed below:
 Formulating HR policies- Information maintained by HRM provides basis for the
creation of policies. Linking these policies to the objectives of companies can help
achieving efficiency.
 Evaluating employee needs- An organisation can keep track of wants and expectations
of workers which can later be used to motivate them to achieve targets.
 Development of organisation- Developing employees helps in increasing the growth of
business which leads to the development of company.
1.2 Human resource planning based on the supply and demand of travel and tourism industry
Human resource planning is concerned with estimating and defining the needs of
workforce in the organisation. Steps taken in order to develop human resource plan are as
follows:
Staffing- This is the first part of the plan which is concerned with determining the
information about the existing staff. Claridge managers collects complete data about the quantity
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of the staff that is currently working in the organisation and also about the roles and
responsibilities performed by them.
Forecasting- After gaining knowledge about the existing staff organisation can assess the
demands of the employees required for fulfilling the vacant position or improving the current
one. Based on this claridge hires new talent from the colleges, universities, placement agencies
etc. This is essential for improving the productivity in the workforce.
Performance management- Under this step workers performance is managed, Claridge
ensures that new joinee are aware with the roles and responsibilities so that tasks can be
performed effectively. Supervisors keeps records of employees from each department like
kitchen, reception, bars etc. and provide guidance and feedback whenever is required. In this way
resources of the organisation can be controlled and used appropriately.
Compensation- Determining what amount should be given to the employees for the
services provided by them is part of this step. The management maintains budget and based on
that salaries of workers are decided. Data is collected from the market and studying trends helps
in knowing the expectations of workers in terms of money. It differs from company to company
though claridge believes in hiring best talent at low cost (Chelladurai and Kerwin, 2018).
Employee development- Under this part of the plan developing the skills of the
employees is ascertained. Managers decide the ways through which talent of workforce can be
identified also employees participation is increased by making them go through training
programs. For example in Claridge if an employee has good knowledge about cooking but is
working as waiter, management conducts culinary training programme to further enhance these
type of abilities.
TASK 2
2.1 Current state of employment relation in the selected industry
Human resource is the main foundation of hospitality industry, therefore maintaining
human relation is essential (Brewster and Hegewisch, 2017). Building employee relations
requires mutual understanding respect from management this can be done by considering the
interest of the workers and safeguarding their rights. As people in hotel industry work round the
clock, flexibility in the working hours of claridge helped in building morale of workers. Constant
interaction with the workforce gives insight of their issues, the organisation pays attention to the
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problems of workers such as salaries, working conditions etc. by maintaining an effective
communication channel. With increasing conflict between the trade unions and management, the
organisation can avoid such scenario by keeping healthy relationship with the employees.
Another advantage of this aspect is that Claridge is able to face unforeseen circumstances and
challenges that can affect the growth of the business. This also helps in increasing the
commitment and loyalty from employees as they are assured that their suggestions and opinions
will be taken into consideration and they are considered as valuable asset in the company
(Storey, 2014). Determining and linking the workers personal goals with the company's
objectives leads to increment in the productivity of the business. As a result the organisation is
enjoys higher profits and success.
2.2 Affects of employment laws on the management of human resource
Various laws are being created by the countries in order to avoid the misuse of power. In
the travel and tourism industry businesses have to follow certain rules and regulation which were
made to protect the rights of people in the industry. Not adhering to these laws can damage the
reputation of the company and can also hugely impacts it's profitability. Different types of laws
are discussed below in detail:
Health and safety 1974- This act was introduced to ensure the health and safety of the
workforce in the companies. It contains provisions about the use of machinery and presence of
chemical substances in the working environment other risks. Claridge takes completes
responsibility regarding health issues of employees in case the worker is injured because of the
negligence of management required compensation and medical attention is provided.
Government of UK has even mentioned about the ways and how much amount can be claimed
for the accident happened at workplace.
Equality act 2010- Under this act rules were made to regulate the behaviour of employer
towards the employees. Claridge follow the guidelines specified in this law and ensures equal
pay and opportunities for the workers irrespective of their religion, colour, race etc. In this way
the organisation has successfully maintained diverse workforce. Companies can avoid losses by
complying to such norms. This has helped in maintaining the good image of hotel and has led to
attracting large pool of talented workforce.
Sex discrimination act 1975- As per this act businesses can be sued by the employees
for the gender inequality if faced in the organisation. This law ensures men and women will be
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treated equally. Claridge hotel has made strong policies for the protection of female staff in order
to avoid any type of harassment in the organisation. It was very important given that the travel
and tourism industry has high percentage of women working in the hotels.
Labour law 2019- As hotels have large number of workers appointed on temporary
basis, protecting their laws becomes necessity. According to the UK legislation laws were made
regarding improved working conditions, eliminating child labour, minimum wages etc. This has
helped in improving the productivity of workforce (Aswathappa, 2013). Not following to theses
standards can create tensions between the trade unions and the management thus Claridge can
avoid such clashes by providing appropriate working hours and wages to the workers.
TASK 3
3.1 Discussion about job description and specification required for the selected industry job
Job description refers to describing all the possible details about the tasks being
performed in the organisation. It is a document that comprises of general tasks, duties and
responsibilities of a specific position for example HR manager job is considered in the following
case. Main components of Human resource manager's job description is explained below in
detail:
 Title information- Under this title for the job, pay grade and under whose supervision
will the employee work is explained. Apart from that employee working hours is also
mentioned under this.
 Goal of the job- This component briefly describe the overall summary of the job to be
specific the duties, roles and responsibilities of and the relationship between the
subordinate and superior.
 Qualifications and skills- An individual is required to possess certain skills and
qualification in order to effectively perform specific tasks. This elements states about the
knowledge, education and technical skills required for the Job (Flamholtz, 2012).
 Jobs duties and responsibilities- It describes tasks needed in order to complete works
are identified and arrange in a systematic manner.
Company Claridge
Department Human resource department
Job profile Human resource manager
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Job location Mayfair, London
Experience 3 years
Job summary Claridge is looking for an HR manager has can effectively
manage the employees related information and has good
knowledge about this field.
Skills required  Impressive interpersonal skills
 Patience
 Good communication
 leadership skills
Roles and responsibility  Maintaining employee records
 Conducting recruitment, and training of employees
 Handling employees grievances
Person specification: It specifies the information about the varied skills, qualification
and knowledge acquired by an individual in order to perform the duties and responsibilities of
particular task. This is the C.V of a particular individual who is applying for the general manger
position of Claridge (Anderson, 2013).
Name: John martin
Address: Primrose hill, London, United Kingdom
Contact number: 25213685258
Job Experience: 3 years of working experience in imperial group as Human resource executive
Specialization:
 specialization in the area of recruitment and section
 Good technical knowledge about HR software such payroll and MIS
 strong knowledge about budgeting
Skills:
 Good communication skills
 Ability to handle extreme conflicting situation effectively
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 Able to motivate and influence others
 Ability to empathise and sympathise
Qualification:
 Masters in business management from Oxford university.
 BBA from Standford University.
 Senior secondary from St. Mary school, London.
 Secondary from St. Paul, London
Declaration: Hereby, I assure you that all the given details is authentic and valid.
Date: 13/02/2019
Place: United Kingdom
3.2 Comparison between hotel and airlines business with respect to recruitment and selection
process
Different organisation uses distinctive ways to hire employees in the organisation.
Recruitment and selection involves inviting pool of applications and screening of those
applicants based on the qualification and skills required to perform the job. External and internal
sources are the two sources that Claridge use during the recruitment process. Management goes
in the campus placements of famous business schools and colleges which provides fresh talent
for the organisation. Potential candidates are asked to come for the further round which incudes
several tests like aptitude, emotional intelligence test, personality test. After passing these tests
the next round includes personal interviews where both the employer and employee gets to know
each other personally. Based on this interaction applicants are judged based on their
interpersonal skills and communication skills. Afterwards selected candidates are required to
submit medical reports. Claridge also does background checks before providing offer letter to
the candidate. Care should be taken in this process as the companies spends huge amount thus
optimally utilising this factor is the responsibility of the HR manager. In situation when company
wants to save money or want experience of existing employee it uses internal sources such as
promotion, transfers etc for the vacant position (Nickson, 2013).
Raynair Airlines is well known airlines that provides cheap fair on it's flights it differs
under the recruitment process from hotel industry in a way that they do not like to judge people
based on the criteria of passing a certain test therefore no test are conducted after screening of
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applicants. The online applicants are screened by the third party in Ryanair which is not the case
with Claridge. Potential candidates are directly called for the interview, though this is very tricky
for an individual to pass. Situation based questions are asked which helps in assessing the
personalities of the candidates. The company encourages quirky and self confident workers and
see these traits before selecting candidate. Later medical check up and background checking is
done by the recruiters in the same way. Police verification is important as it helps in making
organisation aware about the candidates previous criminal record if there is any. Even though
there is significant difference between the working of these two industry in hiring and selection
process but the motive remains same as both wanted effective workforce for the organisation
(Kim, 2012).
TASK 4
4.1 the contribution of training and development activities to the effective operations of a
selected service industry business
Training and development activities plays important role in enhancing knowledge as well
as skills of any individual in the company. It is the duty of managers to formulate the training
and development programs and implement them successfully by providing the feedbacks. In
context to Claridge Hotel, various training and development activities are applied for
understanding the knowledge of new employees as well as eliminating the difficulties faced by
the old employees to perform critical tasks. Training and development activities used by the
managers of selected company are the followings:
 Induction training: Such training is given to employees at the time of their joining. It
benefits the employee to become familiar and understand the organisational environment
to boost up the efficiency as well as productivity as soon as possible. Such training is
required at Claridge Hotel to familiarise the new employees with other staff and
understand the roles and responsibilities to be performed.
 Risk management training: Such training is provided to employees to understand and
identify the risk on current time period and to eliminate the hurdles for performing
operations. The managers of selected business provides such training to manage the
uncertainties to achieve the targets by controlling all the risks (Purce, 2014).
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 Job instruction training: Such training and development method is an effective
methods adopted by the employers to teach the employees regarding how to conduct
operations safely and correctly. Such training helps in the chosen sector to make the
employees capable of performing all the responsibilities at job by eliminating any risks
associated with injury, equipments and many more (Oechsler, 2012).
In the travel and tourism sector, training and development activities plays very crucial role as to
improve the skills of the human resources at work place. Proper training helps in developing and
improving the communication skills at the selected industry. The executives of Claridge Hotel
tries to provide time to time training and development programs to new as well as existing staff
members for the purpose of improving the performances by putting their skills in the areas of
specialization so that the employee can give productive results. Training and development
activities leaves an impact for the future careers as well as current job position. Effective along
with efficient training and development procedures to maintain favourable environment at work
place.
CONCLUSION
After analysing the report it can be concluded that organisation need human resource
department in order to effectively manage the working of people. Roles of HRM is concerned is
associated with maintaining the records of people handling their grievances and motivating them.
It's main purpose is to maintain the smooth functioning in the organisation. With development of
human resource plan companies assess the needs and availability workforce based on that job
description is prepared that display all the details about the specific job such as title, summary,
skills, duties and responsibilities required to perform tasks. While person's specification explains
the knowledge and abilities that an individual possess. Maintaining employee relations requires
an organisation to protect the rights of employees by following the guidelines mentioned under
employment protection act.
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REFERENCES
Books and Journal
Bratton, J. and Gold, J., 2017.Human resource management: theory and practice. Palgrave.
DeCenzo, D.A., Robbins, S. P. and Verhulst, S .L., 2016.Fundamentals of Human Resource
Management, Binder Ready Version. John Wiley & Sons.
Chelladurai, P. and Kerwin, S., 2018.Human resource management in sport and recreation.
Human Kinetics.
Brewster, C. and Hegewisch, A. eds., 2017.Policy and practice in european human resource
management: The Price Waterhouse Cranfield survey. Taylor & Francis.
Storey, J., 2014.New Perspectives on Human Resource Management (Routledge Revivals).
Routledge.
Aswathappa, K., 2013.Human resource management: Text and cases. Tata McGraw-Hill
Education.
Anderson, V., 2013.Research methods in human resource management: investigating a business
issue. Kogan Page Publishers.
Purce, J., 2014. The impact of corporate strategy on human resource management.New
Perspectives on Human Resource Management (Routledge Revivals).67.
Nickson, D., 2013.Human resource management for hospitality, tourism and events. Routledge.
Kim, S., 2012. The impact of human resource management on state government IT employee
turnover intentions.Public Personnel Management. 41(2). pp.257-279.
Oechsler, W. A., 2012.Personal und Arbeit: Grundlagen des Human Resource Management und
der Arbeitgeber-Arbeitnehmer-Beziehungen. Walter de Gruyter.
Flamholtz, E .G., 2012.Human resource accounting: Advances in concepts, methods and
applications. Springer Science & Business Media.
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