Analysis of HRM Issues, Trends, and Policies in Hospitality

This report provides a comprehensive analysis of human resource management (HRM) issues within the hospitality industry. It begins with an introduction to the importance of HRM, particularly for a company like Marriott International, and then delves into contemporary challenges and emerging trends. These include compliance with laws, high customer expectations, leadership development, workforce training, and employee compensation. The report also addresses issues like employee turnover, recruitment difficulties, and the need for employee morale. Furthermore, it examines trends such as catering to millennials, technological advancements, and the influx of international visitors. The report then focuses on the practical aspects of HRM by designing a job description and person specification for an event manager within the hospitality sector. Finally, it conceptualizes the process of performance management and critically analyzes existing HR policies and practices, offering potential revisions. The report concludes by summarizing the key findings and providing relevant references.

Issues in human resource
management

Table of Contents
INTRODUCTION...........................................................................................................................1
MAIN BODY...................................................................................................................................1
Explain Contemporary issues and emerging trends associated with Human Resource
Management in the Hospitality Industry.....................................................................................1
Design and develop a job description and a person specification from the range of
management positions within the hospitality industry................................................................4
Synthesise and conceptualise the process of Performance Management within the hospitality
industry........................................................................................................................................7
Critically analyse and revise two existing HR policies and practices from organisation...........9
CONCLUSION..............................................................................................................................12
REFERENCES..............................................................................................................................13

INTRODUCTION
Human resource management is important function of business that helps in effective
management of the people so that they can provide business better performance and growth in
the market (Boella, and Goss-Turner, 2019). It helps businesses to gain competitive advantages
in the market by the better productivity and growth in the market. There are various issues in
human resource management that can impact the productivity and growth of the company.
Human resource management helps the business to gain effective productivity and growth in the
market. This report is based Marriott international, it is an American multinational hospitality
business firm that manages and franchises a wide range portfolio of hotels and related lodging
facilities. Hotel was founded by Willard Marriott, it is an largest hotel chain in the world by the
number of available rooms. This report include various information about various contemporary
issues and emerging trends associated with human resource management in the hospitality
businesses, also it include job description and a person specification from the range of
management positions within hospitality business. Further it include role of performance
management in hospitality industry. Also it include critical analysis of various human resource
practices in the organization.
MAIN BODY
Explain Contemporary issues and emerging trends associated with Human Resource
Management in the Hospitality Industry.
As per the view point of Atlas Staffing., 2021. human resource management face various
issues in the business in order to maintain and follow the effective management of people. Major
issues face by the hospitality businesses is to compliance with the law and regulations in the
hospitality industry. Keeping up with the all employee law and regulation become an challenge
for the businesses. It has impact the effectivity and growth of the hotel (10 OF TODAY’S
COMMON HUMAN RESOURCE CHALLENGES, 2021). Human resource also face
management challenges in the hospitality business because of the high level customer
expectation that increase the level of management in the hotel and provide better customer
satisfaction in the market. Leadership development in the hospitality businesses is huge change
for the human resource management it impact the leadership in the business also hotel
management require better management of services and product of the company. Workforce
1

training and development become huge challenge for the hospitality businesses it has an impact
on the productivity and growth of the company. Hospitality businesses face difficulties while
attending the employees and provide them effective training and development according to the
work they are doing or jobs they have to perform for the hotels. There are huge investment in the
training programs of the employees that could become challenge for the business of hospitality.
Providing compensation to the employees could be a challenge for the business of hotels and
hospitality industry. Recruiting talented and skilled employees in the hospitality business is
becoming challenge for the management. Talented and skilled employee helps business to grow
and provide effective productivity for the business. However it become challenge for the
hospitality business to attract right people for right jobs and increase efficiency in the business.
As per the viewpoint of Dana Severson., 2021. hospitality industry is ripe with the
employee issues and challenges in the business. Human resource management face the
responsibility to face those challenges in the hotel. Turnover become huge challenge for the
hospitality businesses, according to the survey by the bureau of labour statistics, hospitality has
highest rate of turnover rates. It affect the pay scale of the employees (Problems Faced by HR in
the Hospitality Sector, 2021). Also recruitment become challenge for the business and the human
resource management of the hotels because in hospitality industry attracting talented and skilled
employee is difficult for the businesses and it impact the growth and proficiency of business.
Finding the employees with the suitable skills is challenge for the business and its growth in the
market. Right candidate for the right position is becoming problem for the business and its
growth in the market. Recruiting employees with the hospitality profile is challenge and it has an
impact for the business and its effectiveness in the market. It increase the chances of placing
right person in the wrong role.
Further, providing training to the employee according to the jobs they are performing in
the hotels is huge task for the human resource management. It become challenge to provide
advance training to the employees on regular basis so that they can perform in most effective
manner and increase efficiency in the business. When the rate of retention in the business is low
management tend to put new recruiters on the floor before teaching them how to perform jobs.
Well trained managers can increase the performance level of the employee by providing them
appropriate training in the organisation and provide them resources so that they can fulfil the
needs and wants of the business. In the hospitality businesses increasing the level of employee
2

moral is huge task for the business and its productivity in the market. Low morals of the
employees could have impact on the level of productivity they provide to the business and its
growth in the market. Increasing the morals of employees while focus on their productivity is
huge task for human resource management.
As per the viewpoint of Susan Jacobs., 2020, catering millennials are expected to be
represent 50% of all travellers to the USA by 2025 according to the hospitality research.
Companies are expected to make strategy according to the demographic group of people and
their their personality traits and habits, if the people of same group travel a lot than it could be an
opportunity for the business to gain better growth and proficiency (Top 10 Trends Impacting the
Hospitality Industry, 2020). Hotel have to please their customers with the services like easy
check in and gourmet dining experiences at reasonable prices. It could help the business to attract
more customers and increase the level of effective customer base in the business. It also increase
the level of business promotion and growth in the market. Tech explosion, in today's scenario
majority of the customers are self sufficient, tech explosion are the travellers who are
comfortable with use of mobile applications and websites. Hotels needs to ensure that all the
services they provide to the customers are up to date and customers friendly so that it can
increase the level of customers satisfaction and loyal customers base in the business.
Guests who have to attend business meeting expect the conference rooms and meet hall
highly quality tech equipment and a knowledgeable support staff. High tech in the hotels helps
the customers to us all the technology in most effective manner and increase the level of
effectiveness in the business. Influx of international visitors, hotels should able to provide
services in multiple languages and tailored experiences that suited to the culture of the different
guests. It helps the international visitors to effectively use the services in order to gain better
experience and growth of the business. Increase in the emphasis on health and well being, it
provide better insight to the business and its growth in the market that helps to gain better
customer experience form the various services. Increasing make innovation in the food and
health of the individual helps the business to gain better satisfaction from the various services.
Healthy food option is becoming huge trend in the hospitality business and it impact the level of
customer base and growth of the hotels in the market.
As per the viewpoint of Sarah Came., 2021. manpower is the most critical issue faced by
the hospitality industry. Various issues in the tours and travel industry increase the chances of
3

increase in future trends in the hospitality businesses. In any hospitality business human resource
is just more than the number of the employee working in the hotel (Trend digest – Recharging
your hotel's human resources, 2021). They are the assets for the business of hotel and it increase
the level of effectiveness in the business and its growth in the market. Interaction with the guests
and providing them better experience from the various services offered by the businesses can
increase the level of proficiency in the business. The staff members of the hotel increase the level
of effectiveness in the business and enhance the growth and customer satisfaction. Attracting
right talent for the right position can increase the level of effectiveness in the business. Attracting
right candidates can increase the level of effectiveness in the business also it can increase the
productiveness in the market. Hospitality industry needs to focus on the effectiveness and growth
of employees within the industry.
Design and develop a job description and a person specification from the range of management
positions within the hospitality industry.
Job description:
Job description is the written narrative that describe general tasks or duties and
responsibilities related to the specific job position. It may specify the functions to the person
whom the position reports. It explain specification of qualification, skills and the capabilities that
person needs to have in order to fulfil jobs requirement (Macke, and Genari, 2019). Job
description is human resource strategic planning function that increase the level of effectiveness
requirement that company needs from the candidates. Job description is usually developed by the
conducting a job analysis which include various activities such as examine the task and
sequences of necessary task to perform the job in the organisation. The job analysis consider the
areas of knowledge, abilities, skills needed to perform specific job in the organisation. In the
context of hospitality industry there are various position in the hotels that need required skilled
and talent in order to gain effective performance within the industry. Below description of job
based on the Event manager position. It involve various skills and talent require in the person to
perform the various task involves in Event manager position in the hospitality industry. It
describe requirement of candidates and the task they have to perform in the hotel in order to gain
expected performance.
DESCRIPTION OF JOB
JOB DESCRIPTION
4

Job title: Event manager
Department: Event management
Job summary- Event manager plan and organise business, social and promotional events. They
are responsible for the various activities that needs to be perform in order to make successful
event planning and organising. They ensure that their target audience engaged and massage of the
event promote in the market in appropriate manner. Proper management of all the department in
the events is major responsibility of event manager.
Responsibilities and Duties:
 Handling budgeting and invoice.
 Implementing and brainstorming event plan and concept.
 Liaising and negotiating with the vendors.
 Management of communication and branding.
 Handling logistics in most appropriate manner.
 Developing event management feedback surveys.
 Controlling all the functions in events management.
 Appropriate development of plan and strategies.
Skills and Qualification
 Diploma in event management.
 Problem solving skills.
 Basic understanding of events.
 Budgeting and Negotiating skills.
Personal Specification:
Personal specification explain the personal attributes and desires in the potential
employee. It is similar to the job description but its more specific, personal specification include
skills, qualification, experience, and knowledge. Which the candidates needs to be process in
order to perform various responsibilities of job. The specification should be drive from the job
description so that it can help in foundation of requirement process. Personal specification helps
5

candidates to understand about the job requirement and self select accordingly. Personal
specification helps the candidates to know about the job requirement and possibilities of the job
profile that increase the level of effectiveness in the performance and growth.
PERSON SPECIFICATION
PERSON SPECIFICATION
Job Title: Event manager
Department: Management position
Attributes Essentials Desirable
Core Competencies  Team management
skills and knowledge.
Effective
communication skills.
 Management of
multi-platforms and
activities, to
effectively manage
functions and
improvement.
 Problem solving and
management capabilities.
Effective communication
and Budgeting.
 Effective management
skills and talented in
decision making process.
Experience  1+ years in event
management filed
with the experience of
management
accommodation in
planning and
forecasting functions.
 Experience and
qualification and
professional personality.
Knowledge  Management
strategies and
effective decision
 Event management
applications of the data.
6

making skills. Market
knowledge in events
and hospitality
business.
Synthesise and conceptualise the process of Performance Management within the hospitality
industry.
Performance management in hospitality refer to the the various tools and techniques use
by the management in order to manage and increase the level of employee performance and
growth in the business (Crawshaw, Budhwar, and Davis, 2020). The main motive of
performance management is to analyse the actual performance of the employees and compare
that performance to the expected performance of the employees in the business. It main goal is to
create effective working environment for the employees so that they can perform in most
effective and can provide effective training and growth to the employees so that they can work
with more efficiency. It motivate the employee to perform with more efficiency and gain
effective growth in the market. Performance management helps the business to gain effective
production of goods and services so that it can enhance the level of customer base. Below is the
process of performance management in the context of Marriott.
Process of performance management:
Getting most out off the employees is huge task for the employer and it impact the
business and its growth. In order to analyse the performance of the employees employer can
follow the steps of performance management so that effective performance of the employees can
be achieved by the hospitality business:
 Getting the right people: Recruiting right candidate for the right position can help the
hotel business to gain effective performance of the employees and better quality of food
products and services they offer to the employees (Barrena-Martinez, López-Fernández,
and Romero-Fernández, 2019). If the hotel recruit right candidates than it help them to
gain better performance of the employees with the less training and development in the
organisation. Effective recruiting process helps the employees to gain better quality of
the product and services. Getting right people at the right task can help to gain better
performance of the employees and to gain effective outcomes. In the context of Marriott,
7

human resource managers of the hotel ensure that they hire employee that can help the
business to achieve all the goals and objectives of the business in the market. Also the
managers of the hotel ensure that they provide all the information to the employee so that
they can fulfil the goals and objectives of the business.
 Setting Expectations: Providing employees personal orientation programs helps them to
know about the expectation level of the hotel form their performance (Michael, 2019).
Also hotel should ensure that they provide employees better insight so that they can fit
into the culture of the organisation. Employee should be aware about all the rules and
regulation of the hotel so that they can perform under those rules and regulation in the
business. If the employees fulfil the expectation level than they can attend goals and
objectives of the business. In the context of Marriott, company focus on the effective
management of the people and their performance within an organisation so that effective
performance can be achieved on the specific time and duration. Human resource manager
of the company ensure that they provide all information to the employees about the goals
and objectives in the business and guide them to perform in most effective manner.
 Performance coaching: The next major step of performance management is to provide
effective training to the employees so that they can perform in most effective manner.
Also providing effective coaching to the employee helps the business to gain effective
outcome and growth in the market (Boon, Den Hartog, and Lepak, 2019). Performance
couching assist the business in better growth and effective level of production so that
company can ensure the growth and proficiency. Effective couching help the business to
improve the poor performance of the employees and provide them in better growth and
achievement of goals and objectives. In the context of Marriott, human resource manager
of the company ensure that they provide effective training and guidance to the employees
so that they can achieve all goals and objectives of the business and can gain effective
growth in the future.
 Getting rid of poor performance: It is the major responsibility of the human resource
department is the reduce the level of poor performance in the business and provide
effective training so that employee can gain effective guidance and improve their
performance in the business. In the context of Marriott, human resource manger of hotel
8

ensure that they provide effective training programs to the employees so that they can
gain better performance and reduce the level of poor performance within the business.
Importance of performance management in the hospitality businesses:
Performance management in the hospitality business help the business to gain effective
productivity and growth of the organisation in the industry (Pham, Tučková, and Jabbour, 2019).
In the context of Marriott, performance management in the hotel assist business towards the
minimising the staff turnover by provide employee chances to perform multiple task in the
business and gain effective outcomes in the productivity. Performance helps the business to
know about the employee needs and wants of training and development within the hotel.
Effective training helps the business to gain better outcomes and proficiency.
Critically analyse and revise two existing HR policies and practices from organisation.
Human resource policies and practices helps the business to gain effective outcomes and
increase the level of effective performance of employees in the market (Chams, and García-
Blandón, 2019). Human resource practices helps the business to gain effective structure in the
business so that it can enhance the level of employee growth in the market. Human resource
practices provides insight about how to manage the workforce and provide effective growth to
the business in the market. Below are various human resource practices is explained that assist
business towards the better growth and fulfilment of needs and wants.
Recruitment and selection: This is one of the most effective policy or practices done by
the human resource management in order to provide skilled and capable employee to the
organisation and gain better insight about the growth and proficiency. Recruitment process refer
to the process that company follow in order to search the potential candidates in the organisation
(Carnevale, and Hatak,2020). This process also involve the all efforts that company undertake in
order to attract talented and skilled employee in the business and increase the level employee
performance within the workplace. Whereas selection process include the process of hiring
employees among the shortlisted candidates and providing them job in the organisation. In
selection process manager of human resource ensure that they attract most talented and skilled
employees in the organisation in order to achieve goals and objectives of the business in the
market. Human resource management of Marriott, focus on the effective management of
recruitment and selection process in order to gain better growth and effective proficiency in the
hospitality industry. Recruitment and selection is the process that assist organisation to the better
9

identification need for the jobs in the business (Zhu, and Warner, 2019). However, recruitment
and selection process is time consuming process that can impact the level of effectiveness in the
business. Human resource managers find difficulties while searching for the right candidates in
the business.
In the context of Marriott, company focus on the effective recruitment and selection
process that help the business to gain effective growth in the hospitality industry. Human
resource managers of Marriott ensure that they gain effective out come in the business by
analysing the needs and wants of employee in the organisation. They ensure that they hire right
candidates for the organisation so that effective performance can be achieved. Recruitment
process of the Marriott involve interview and quality technical test of the candidates so that right
candidate can be selected. They ensure that candidates gives effective performance in the
business, it help business to attract new customers in the business and gain effective growth and
proficiency. Thus, recruitment and selection helps the business to gain effective growth and right
candidates for the right jobs. Positioning of the candidates in the organisation in effective manner
is important to achieve effective quality of production.
Talent management: It is the process that involves attracting and retaining the skilled
and talented employees in the business. It also involve high development of the employees and
their skills so that effective productivity can be achieved in the future (Kavanagh, and Johnson,
2020). The main motive of talent management is to motivate workforce who will stay with the
company in the long run. Talented employee assist the business towards the better growth and
success in the market. Talent management is strategic approach of human resource management
that helps in better growth and effective proficiency within the organisation. Companies use
talent management so that they can gain effective performance and productivity in the business.
Effective utilization of human resource assist organisation towards effective growth and gain of
efficient performance of the employees. Effective learning and motivation in the business can
help businesses to retain talented and skilled employee in the business. It increase the level of
effectiveness in the business and talent management increase the business's ability to deal with
the external competition. With the strategic employee planning business can enhance the level of
talent management so that it can assist employee towards enhancement of skills and capabilities
within organisation.
10