Analysis of HRM Issues, Trends and Practices in Hotel Industry

This report delves into the critical issues and trends in Human Resource Management (HRM) within the hotel industry, using Crown Plaza Hotel as a case study. It addresses emerging challenges such as globalization, technological advancements, and the management of change, examining their impact on HRM practices. The report includes a detailed job description and person specification for a supervisory position, outlining key responsibilities and required skills. Furthermore, it explores contemporary approaches to performance management, including 360-degree feedback and personal development plans. The report also provides insights into training materials for new HR managers, equipping them with the knowledge and skills to navigate the dynamic landscape of the hospitality sector. This report provides a comprehensive overview of HRM practices and challenges within the hotel industry.

Issues in Human Resource Management

Table of Contents
INTRODUCTION......................................................................................................................3
1. Emerging trends and issues associated with human resource department in Hotel
industry.............................................................................................................................................3
2. Design and develop a job description and a person specification of a supervisory position
from the organization.....................................................................................................................5
3. Demonstrate contemporary knowledge and understanding about the approaches to
performance management and people development in line with recognized best practice....9
360-degree feedback.........................................................................................................10
Personal development plans (PDP)...................................................................................11
Zoho people......................................................................................................................11
iCIMS Talent Acquisition.................................................................................................12
4. Training material for new human resource manager............................................................12
CONCLUSION........................................................................................................................14
REFERENCE...........................................................................................................................15
Books & Journal............................................................................................................................15

INTRODUCTION
Human resource management plays an important role for the success and growth of
business organisation. It is a tactical approach which is used for management of individual
person properly in order to achieve competitive advantage at marketplace. In addition to this,
it is used for increasing the performance level of subordinates for accomplishing goal and
objective of business organisation. There is different function which is performed by HR
manager such as recruitment, selection, conducting training session in order to retain
employees for a longer period of time. In addition to this, the main purpose of HR
professional is to increase the productivity as well as profitability within business
organisation. This report is carried upon Crown plaza hotel which is located in London. It is
one of the biggest chains of hotel which run their business at international level. The main
aim is to provide superior quality services to its customer in order to retain them for a longer
period of time.
MAIN BODY
1. Emerging trends and issues associated with human resource department in Hotel industry
According to the viewpoints of Susan Jacobs, 2015, of there are many changes and
trending issues that are part of the hospitality sector. In case of human resource department
there are many such trends that lead to a complete transformation of this industry. One of the
most popular trends has been that the human resource managers have understood that the
target segment of the marketers of this industry are mainly the millennial who are willing to
make together contribution towards achievement of their laid objectives. So, there has been a
requirement of skilled candidates who can make a higher contribution towards how
organisations objectives will be achieved. There are also situations of tech explosion that has
to be considered by the human resource department. It can be said that in context of this
hospitality industry there are many such type of challenges that are faced by the hospitality
industry and their human resource department.
According to the viewpoints of (Alberti, 2016), One such majorly faced challenge is
management of knowledge of workers or employees. There has been a recent trend such as of
globalisation that is impacting the organisation and has affected the organisations all over the
world. To deal with such challenge there is a culture exchange as people of different
countries are coming together and visiting different places for job, career education many
such related work. So, when in case of hospitality industry or in case of hotels if said, there is

a requirement that such globalisation effects have to be managed by the human resource
department. It has to be managed in such a way that there are maximum benefits that is being
provided to the organisation as a whole so that maximum contribution can be made by staff
and the overall workforce. The knowledge and skills that is being possessed by employees is
utilised in the best possible manner and their contribution can be maximised to the fullest.
According to the views of (Basak, and Khanna, 2017), technology is also one of the
big challenge that has to be dealt by the human resource managers in the organisations.
Technology has both positive and negative impact on the functioning of an organisation it can
be understood with the instances that technology sometimes creates operational problems for
the human resource department. It is an applicable concept that can be understood in a way
that there are many technological systems that are part of hotels such as bar, restaurants, front
office etc. All such departments have to be directly or indirectly managed by the human
resource departments only. So, there is a requirement that all the human resource managers
must be competent enough and updated with such latest and upgraded technology so that
there is no difficulty in management of functioning of the organisation as a whole.
According to views of (Ahmad, Scott,. and Abdul-Rahman, 2016), Management of
change is also a present issue that is being dealt by the human resource managers in the hostel
industry. The external environment of business is very unpredictable and is changing very
fast and there is lot of up gradations in terms of technology and globalisation taking place in
organisations. There have been many new transformations and inventions that are leading to
some of the turnaround, reformation, downsizing etc. for achievement of success by such
human resource department it becomes very necessary to manage the change of such
organisations. Management of change in such a way that it results into positive outcomes is
very important for the human resource executives. Every new change that is adapted by a
hotel leads to high amount of resistance by employees. It is the responsibility of the human
resource department and is one of the most difficult task of such departments is to manage
such level of resistance of employees
From the above discussed viewpoints of different writers i have able to develop a broad
understanding of what are the some basic issues that are being faced by human resource
managers in the present hotel industry. There has been lot of changes that are taking place in
the external environment and such fast changing external environment has both positive and
negative amount of impact on the functioning of human resource department in the Hotel

industry. The hospitality sector is growing and developing very fats and in all such
departments the HR managers’ role is also becoming more and more important. There have
been many challenges that are faced by such managers but the most prominent issues are of
the globalisation. The tremendous growth of some countries has been as a result of
globalisation that has been adopted by organisations working in their country.
I have also come across a very commonly felt issue by the human resource department
that is the challenges in performing various functions of human resource department. Such as
there are many times lot of difficulties that is being faced in course of recruitment and
selection of employees. Many times there are applications from over qualified candidates
who possess high amount of qualifications that are required for a particular job profile or a
vacant position in the hotel. In such cases there is a challenge for the recruiter to hire that
employee as it is very beneficial for an organisation to have highly competent ad potential
candidates being recruited in their organisation. Globalisation has also lead to an issue of
diversity in organisations. I believe that it is again a very important issue that has to be
addressed by human resource managers that the diversity present in Hotels are not affecting
the working of organisation and functioning of employees in any negative manner. It is their
responsibility to make sure that the overall practises are always of equality and employees no
matter how different background they must be united together to perform their assigned
duties and job responsibilities. So, in such a scenario, the human resource managers have to
hire such type of candidates and offer them the basic pay. Which means that, there has to be a
proper balance that has to be, maintained by the human resource managers by taking care of
the cost and at same time having a highly qualified workforce at all different levels and
functional departments?
2. Design and develop a job description and a person specification of a supervisory position
from the organization.
Applications of HRM practices
In organisation, without HRM department functions as well as operations cannot be
carried out in proper manner (Armstrong and Taylor, 2020) Role of HR in a company is
crucial and they perform various roles such as hiring, managing and maintaining resources as
well as employees. In relevance with Crown Plaza, HR manager of the firm is responsible for
regulating and formulation of policies as well as procedures. Also, besides this planning,
organising and coordinating is monitored by human resource manager. In chosen entity,

contribution of HR is huge because they assist corporation to use resources in proper manner
so that profit and sales revenues is generated at higher level. In this department, certain
functions are perform such as training & development, co-curricular activities etc. and other
business programmes which help Crown Plaza to get recognized in market. So, job
description, roles & responsibilities of HR manager post is mentioned below-
Job Description
Job Details
Post- Senior HR manager
Company- Crown Plaza
Job Purpose
Main purpose of job is to increase the resources and manpower in firm so that profit and sales
revenue are generated with good numbers. Also, to enhance the passion for work and to
explore new opportunities in market for growth and better development.
Roles and Responsibilities
 Role of HR manager is to be the multitasking person so that multitasking functions as
well as operations so that positive outcomes are gained.
 Main responsibility of HR manager is to track and monitor employees so that
discipline is established within the firm.
 To act as leader in corporation so that proper guidance and direction is given to
subordinates.
 Another responsibility of HR manager is to provide strategies and tactics to
organization so that level of manpower gets enhanced.
Person Specification
 Post- Senior HR Manager

 Department- Human resource department
 Key- This depicts requirement for the post
1. Application form
2. Interview
3. Role
Attributes Essentials Desirable
Skills & Knowledge
Qualification &
Experience
 Communications
skills, problem
solving,
 Master and Bachelor
degree from
recognized
institution.
 Ability to lead others
by effective decision
making.
 Risk taker and like to
face challenges.
 Person is to have
extended knowledge
in the field of
management.
In firm, whenever recruiting and selection process is carried out application form is provided
and used by every HR department so that applicants and candidates are able to understand the
job and its description. This application form helps in selecting the suitable resources for the
specified job role or post (Banfield, Kay and Royles, 2018). Thus, it is first step of recruiting
and is considered as important part of job. In context to Crown Plaza, candidates are provided
with form in which all the job details are mentioned so that problem is not faced by
candidates in further process.
Interview- In relation with Crown Plaza, selected applicants and candidates go
through the interview process in which certain questions regarding the company, post and
about person background are asked by employer. This is time consuming process but it assist
firm in examining right candidate for the post. Questions which are asked are discussed
below-
 Why do you want to become HR manager?

 How will you manage and handle employee in organization?
 What are the main roles & responsibilities of HR manager in firm?
 Do you think Crown Plaza is the right place for your career?
 Are you comfortable with job location?
Such types of questions are asked in interview and most deserving candidate is selected for
post and at last offer letter is given to the candidate (Boella and Goss-Turner, 2019).
Job Offer Letter
Mr/Ms ABCD
Address: xyz
City, State pin code: 00000
Dear Mr/Ms ABC
This is to inform you that you have been selected in our organisation for post of Senior HR
Manager. Based on your interview score, manager of the company has selected you and we
are happy to announce you will be working as HR manager in the firm. Date of joining and
salary offered documents has been attached with mail. Also, you have been provided with
fifteen days of time period to think about the joining date and according to that process
training period will start. If you have any query regarding the job role or any other problem
please do let us know. You can contact us or send email at [e-mail].
If you accept the offer letter, come and visit head office so that copy of the same context will
be provided to you and completion of other paper work formalities.
Please do let us know for any other queries.
Sincerely,
Xyz
Director, Human Resource
Crown Plaza

------------------
I hereby accept the HR department position
-------------------
Signature
Date
An offer letter is important because it evidence that candidate is officially hired and
can start working in the organisation as per mentioned date of joining. Superiors or owners
signatures are mandatory in offer letter and then it is forwarded to the selected candidate. So,
it is responsibility of individual to go through the letter in proper manner because it is legal
document and should be examined if any condition or requirement is not up to the mark in
the specified job role. Thus, after examining and receiving the letter, candidate become
employee.
3. Demonstrate contemporary knowledge and understanding about the approaches to
performance management and people development in line with recognized best
practice.
Recruitment and selection: Recruitment and selection is the important tool which is
used by HR Manager in order to recruit talented and capable applicant for operating the
business function and activities in an effective manner (Bratton and Gold, 2017). In addition
to this, the main purpose of HR professional is to fill the vacancy position available within
business premises. Apart from this, they select right candidate in order to increase the
performance level at workplace. There are different approaches which are adopted by the
company which is going to be mentioned below:
Approaches to workforce planning: Herein, the HR Manager hire those candidate
whose skill and knowledge is match with the job requirement as well as assess that applicant
is suitable for job or not.
Approaches to training & Development: It is important for HR professional to
conduct effective training and development session in order to increase the skill and

knowledge of employees working in the company. It helps them in operating different
business activities and function in an effective manner. In addition to this, the manager
encourage subordinate to perform difficult task in easy way (Brewster and Hegewisch, 2017).
Approaches to rewards: Herein, the reward and incentives is given to employees
based on their performance within business firm. It helps them in encourage the staff member
to perform its task in an appropriate manner. In addition to this, they give both non-monetary
as well as monetary rewards to its employees at workplace.
Performance & People management tool used by four start hotels
Performance appraisals
The performance management is most common tool which is adopted by the HR
manager in order to measure the performance if an individual person within business firm. In
addition to this, the firm measures performance of employees in order to motivate them to
execute their task in an effective manner (Chelladurai and Kerwin, 2018). Therefore, it is
necessary to encourage employees towards completing their task and work in less time
period.
Oracle Human Capital Management Cloud
Oracle Human Capital Management Cloud is a significant tool which is adopted by
the manager of four star hotels in order to measure the performance of subordinates at
workplace. This tool is used for the talent and capability of staff member in order to manage
the whole work in an effective manner. It aid assistance in performing complex task and work
in better way.
360-degree feedback
360-degree feedback system is used for analysing the behaviour of individual person
and group member for attaining goal and objective of business organisation (Delery and
Gupta, 2016).In this process, the manager takes feedback from employees, colleagues in
order to measure their performance in an effective manner. Due to change the present
scenario, 360 degree feedback becomes popular in order to understand changing concepts of
management as well as their attitude in suitable manner. In addition to this, with the help of
360 degree feedback, the manager gives opportunities to staff member to take appraisal
according to their performance within business organisation. In context of five star hotels, the

top management use 360 degree feedback in order to collect feedback through supplier,
superiors, manager as well as employees for handling performance level of staff member in
an appropriate manner. The higher authority of five star hotel adopt this tool for assessing as
well as take review of staff member and boosting their performance level in the business
firm.
Personal development plans (PDP)
Personal development plan is considered as a process in which the business firm
development a plan for measuring the performance level of individual person in an effective
manner. In addition to this, this is an appropriate plan which is adopted by the business entity
for increasing the performance level of staff members. This plan is like as individual
development plan which is adopted by manager of company to observe the working of
individual person in order to accomplish goal and objective in less period of time. In context
of five star hotels, they conduct effective training session for employees for boosting their
performance level that helps in achieving the vision of the company. Therefore, the
individual person plays an important role for the success of business firm. It is the
responsibility of management team to conduct effective training session for increasing the
performance level of employees (Kaufman, 2019).
Zoho people
Zoho people are popular software of managing human resource which is established
by Zoho Company for small as well as medium scale enterprise. It helps in coordinating
different task and activities which is performed by the employees in an appropriate manner.
By using this software, it is necessary for company to have capable and competent employees
according to the job requirement. In addition to this, Zoho people software permits the
business firms to organize effective training and development session for developing the
skills and knowledge of employees. To handle the employee’s performance in suitable
manner, the five star hotels adopt the Zoho people software. In addition to this, it is cloud
based software which is adopted by company to manage the person effectively. Apart from
this, the Zoho people software assists business firm in building positive relationship with its
user. And also, the manager coordinates the different business activities and functions in an
effective manner for increasing the performance level of staff member at workplace.

iCIMS Talent Acquisition
iCIMS Talent Acquisition is considered as the hiring software which is adopted for
attracting ample of individual person towards business firm. In addition to this, the software
is used for recruiting talented and capable application according to the requirement of job.
Apart from this, it is attractive software which is used to hire and retain the talented and
capable employees at workplace. It helps the HR Manager in improving hiring process of
business firm in an appropriate manner. iCIMS Talent Acquisition adopt various tools as well
as techniques such as advanced communication suite, hiring suite, recruitment marketing
suite and many more (Popescu, 2016). The five star hotel adopting this tool in order to hire
talented and capable employees for hotels as well as handle the process of recruitment in
suitable manner.
On the basis of above mentioned discussion, it has been examined that, the five star
hotel adopt iCIMS Talent Acquisition software for improving the performance level of staff
member in order to achieve goal and objective in stipulated period of time. In addition to this,
the manager uses this software for increasing the performance of employees. And also, it
helps in building good image as well as reputation in the market. Apart from this, the
manager of five star hotels gives rewards and incentives to its employees in order to satisfy
them. Through adoption of these tools helps the business firm in assessing performance level
of subordinates continuously. It helps in boosting productivity as well as profitability level
within business organization.
4. Training material for new human resource manager.
There is different material which is used by human resource manager such as such as
case studies, handout as well as PowerPoint presentation in order to conduct effective training
session for increasing performance level of employees at workplace. In addition to this, it is
important to provide appropriate training to its employees for boosting their skill and
knowledge in order to perform the work in better way. Apart from this, it is necessary for HR
Manager to have a proper training material in order to conduct effective training to its
employees in order to increase the performance level of staff member at workplace. There are
different training material which is used by human resource manager throughout the training
and development which is going to be mentioned below:
Selecting information for the program: It is the responsibilities of HR manager to
gather adequate data and information related to training program, for organise the training

session for the subordinates in an effective manner. It helps in increasing performance level
of employees within business organisation.
Do a performance review: After choosing the training material, the HR manager
assesses whole material related to training before organise the training session in an effective
manner (Wehrmeyer, 2017). It helps in boosting the skill and knowledge of employees for
performing their work in better way.
Identify the objective of training program: It is necessary for HR professional to
assess the objective of providing training to its employees. In addition to this, it is essential
for HR manager to coordinate different task and activities which is performance by the
employees of business firm. It helps them in accomplishing goal and objective in stipulated
period of time.
Target intended audience for training program: In this process, the HR
professional target the individual person for offering suitable training to its subordinates. In
assistance of this, the HR manager measures the issues and problems faced by trainee in order
to resolve them in an appropriate manner.
If training conducted for specific position than review job responsibilities:
Herein, it is essential for HR professional to assess the duties as well as responsibilities of
specific job position for which subordinates attend the training session organised by business
firm.
Decide medium for training program: It is necessary for HR manager to take
decision regarding the medium which is used for providing training to its employees. It
involves different source of medium such as on the job training as well as face to face
training for conducting effective training session for employees of the business firm.
Construct materials: Before conducting training session, it is important for HR
manager to assess the availability of required material such as pen, paper as well as
presentation and many more.
The Human resource manager appoints those employees who have appropriate
interaction as well as communication skill. In addition to this, the manager of five star hotel
organise suitable training session for its employees in order to boost productivity as well as
performance of business firm (Wilton, 2016).

CONCLUSION
On the bases of above mentioned report, it has been analyzed that human resource
management plays an essential role for operating the business activities and functions in an
effective manner. In addition to this, the main purpose of HR manger is to increase the sales
as well as profitability level within business organization. Therefore, there are different issues
which are faced by HR manager in order to tackle them in an effective manner. Apart from
this, there are ample of business firm which develop their knowledge regarding Demonstrate
contemporary issue for increasing the performance level of employees working in the firm. It
is important for HR manager to have a skill and knowledge that helps in boosting profitability
as well as productivity level of business firm.

REFERENCE
Books & Journal
Ahmad, R., Scott, N. and Abdul-Rahman, R., 2016. Why minimum wage order
implementation is a challenge to human resource managers in Langkawi hotels. International
Journal of Culture, Tourism and Hospitality Research.
Alberti, G., 2016. Moving beyond the dichotomy of workplace and community unionism:
The challenges of organising migrant workers in London’s hotels. Economic and
Industrial Democracy.37(1). pp.73-94.
Armstrong, M. and Taylor, S., 2020. Armstrong's handbook of human resource management
practice. Kogan Page Publishers.
Banfield, P., Kay, R. and Royles, D., 2018. Introduction to human resource management.
Oxford University Press.
Basak, A. and Khanna, K., 2017. A study on the selection criteria of different hotels of Delhi
NCR in accordance to the hr policies and market trends. International journal of social
sciences and humanities. 1(1). pp.27-38.
Boella, M. J. and Goss-Turner, S., 2019. Human resource management in the hospitality
industry: A guide to best practice. Routledge.
Bratton, J. and Gold, J., 2017. Human resource management: theory and practice. Palgrave.
Brewster, C. and Hegewisch, A. eds., 2017. Policy and practice in european human resource
management: The Price Waterhouse Cranfield survey. Taylor & Francis.
Chelladurai, P. and Kerwin, S., 2018. Human resource management in sport and recreation.
Human Kinetics.
Delery, J. and Gupta, N., 2016. Human resource management practices and organizational
effectiveness: internal fit matters. Journal of Organizational Effectiveness: People and
Performance.
Kaufman, B. E., 2019. Managing the human factor: The early years of human resource
management in American industry. Cornell University Press.
Popescu, G. H., 2016. The relevance of the right to work and securing employment for the
mental health of asylum seekers. Psychosociological Issues in Human Resource
Management. 4(2). pp.227-233.
Wehrmeyer, W. ed., 2017. Greening people: Human resources and environmental
management. Routledge.
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