Britannia Hotel HRM: Contemporary Issues, Practices, and Policies

This report provides an analysis of human resource management issues within the hospitality industry, using Britannia Hotel as a case study. It delves into contemporary challenges such as employee retention, the implementation of green HRM practices, and the impact of psychological factors on employee engagement. The report includes the design of a job description and person specification for a Marketing Manager role, outlines the performance management process at Britannia Hotel, and critically analyzes existing HR practices and policies. The aim is to identify areas for improvement, enhance employee satisfaction, and ultimately contribute to the organization's success. Desklib is a platform where students can find solved assignments.

ISSUES IN HUMAN
RESOURCE
MANAGEMENT

Table of Contents
INTRODUCTION...........................................................................................................................3
MAIN BODY...................................................................................................................................3
Researching and selecting articles on the contemporary issues which are associated with
Human Resource management in the hospitality industry..........................................................3
Designing and developing a job description and person specification from a range of different
management positions in the organization...................................................................................6
The process of performance management in Britannia...............................................................9
Critically analysing existing Human Resource practices and policies from the hospitality
organization................................................................................................................................12
CONCLUSION..............................................................................................................................15
REFERENCES................................................................................................................................1

INTRODUCTION
Human resource management is defined as a comprehensive process that is used in order
to manage the workforce, culture and environment of an organization. This process includes
various aspects which help in motivating the employees to contribute with their full potential
towards the organizational goals. It is related to systematic planning in order to make optimum
use all the employees of an organization. It is helpful in enhancing the efficiency and
productivity of the overall employees of any organization. The current assessment will be based
on Britannia Hotel which is a successful hotel chain in UK. The company provides high quality
service to their customers in order to gain competitive advantage and increase its market share.
The assessment will explain articles related to contemporary issues which are associated
with human resource management in the hospitality industry by producing a reflection, designing
and developing a job description and person specification for a specific position in the selected
organization, synthesizing and conceptualizing the process of performance management within
the hospitality organization in order to identify training needs, minimize staff turnover and
enhancing promotions, critically analysing and revising two existing human resource policies
and practices from the selected hospitality organization and communicate with all employees.
MAIN BODY
Researching and selecting articles on the contemporary issues which are associated with Human
Resource management in the hospitality industry
Challenges and Strategies for Employee Retention in the Hospitality Industry: A Review
There are different issues and challenges that may have a deep impact on retaining high
potential employees in the hospitality industry. It is a typical task for the HRM to manage their
existing workforce and fulfil their demands which has a negative impact on their overall
productivity. By retaining employees, an organization is able to enhance its overall productivity
which is a crucial aspect in the overall development (Barrena-Martínez, López-Fernández and
Romero-Fernández, 2019). The article states employee retention may be difficult due to lack of
motivation and satisfaction among employees which is a major barrier in the development of the
organizations in hospitality industry.
The challenges like managing talent and growing employee expectations are important
for organizations in the hospitality industry to overcome to grow and enhance their productivity.

It has a deep impact on the overall management of the human resource different companies and
created a significant difference for the companies to retain effective employees. Different
strategies may be helpful for the organizations in order to increase the motivation levels of
employees which may help them to gain competitive advantage in the industry (Yabanci, 2019).
The article further states that with the help of effective leadership styles the organizations may be
able to increase the satisfaction levels of employees in order to work with their full potential
towards the organizational goals of the company. Employee retention can be possible with a
positive approach towards managing the needs of the employees which can be beneficial for any
organization to enhance the contribution of the workforce.
By consistently motivating the employees, it may be possible to increase their efficiency
and commitment towards the aims and objectives (Podgorodnichenko and et.al., 2020). These
strategies are helpful for the companies to gain a better understanding of the employee behaviour
and the crucial factors that are important for their overall development in the industry.
Green Human Resource Management Practices in Hospitality Industry: A General Review
The green HRM practices is a newly emerging term in the current scenario of business
which focuses on effective practices that can be adopted in the hospitality industry in order to
develop a better business environment (Pham, Tučková and Jabbour, 2019). By using new and
advanced technologies, various organizations may be able to enhance their productivity and
motivate employees in order to increase their contribution towards the organizational goals. It
may be helpful in reducing the current affect of these practices on the HRM management in
order to achieve success. By using recyclable practices such as recycling and reusing, the
organizations are able to increase their sustainability and gain competitive advantage in the
industry.
The research may be able to explain the significance of these practices which are highly
effective in achieving growth and increase brand image of companies in order to be successful.
The hospitality sector is growing with the help of these sustainable strategies which have
benefited various organizations to develop their existing organizational structure. It is beneficial
for the company to establish an eco-friendly environment in order to increase the motivation and
satisfaction levels of employees (Betts, 2020). With the help of innovative technologies, the
organizations in the hospitality industry may be able to make effective strategies which may be

helpful in reducing the barriers which may arise from the challenges faced by the organization in
order to manage their existing human resource. An effective communication is possible with the
help of green management practices in the organization which helps in establishing faster
communication channels for connecting with the employees and understanding their specific
needs (Ren, Tang and E Jackson, 2018). By understanding these requirements the management
may be able to provide the employees with better resources for their development of crucial
skills and overall growth.
Linking human resources practices to employee engagement in the hospitality industry: the
mediating influences of psychological safety, availability and meaningfulness
There are various factors which have a prominent effect on the engagement of employees
towards the organizational goals. These factors like psychological safety, meaningfulness and
availability have a significant effect on the performance of employees and a major reason for
fluctuations in their satisfaction levels. With the use of technological advancements in the
hospitality industry, these factors may be effectively used for operational growth of the
employees (Macke and Genari, 2019). It can be understood that these aspects may be helpful for
retaining high quality employees in the organization and increase their overall performance. As
these needs may be crucial for the employees to grow and sustain in an organization, the
management may prepare effective HRM strategies in order to enhance the experience of
employees towards working with their full potential.
These challenges which are faced by companies in the hospitality sector may have a
negative influence on their productivity. By giving importance to the crucial needs of working
individuals, the management may be able to create a positive impact on the employees' in order
to contribute towards the aims and objectives of the company. It may be highly required by the
company to manage these issues such as corporate restructuring and ethics at the workplace to
fulfil the needs of employees to increase their efficiency and manage their behaviour towards the
work (Boehm, Schröder and Bal, 2021). These parameters may have a significant impact on the
performance of individuals which may be considered by the companies in order to gain
competitive advantage in the hospitality sector. Effective policies and procedures needs to be
prepared in order to succeed in the current business environment but the organizations which
may help to retain the employees who have high potential (Vrontis and et.al., 2022). These

practices are resourceful for companies to increase the engagement of employees towards the
work and maintain their needs which are important for sustainability.
Designing and developing a job description and person specification from a range of different
management positions in the organization
Job description for Marketing Manager
Job title
 Marketing Manager
Report to
 CEO of the company
Job Summary
 The candidate is responsible for promoting the business by working on creative projects
in order to create an effective image of the brand in the market.
 Marketing manager will prepare appropriate marketing strategies for improving
productivity of the business, managing the budget and staff of the marketing department
and preparing forecasts for enhancing profitability of the business.
 Analysing and tracking the performance of advertising campaigns and supervising the
marketing team in order to ensure efficiency and effectiveness of their work may be a
crucial aspect of the job.

 Helping the business to build and maintain an effective brand name in the market with
the help of different marketing channels is a significant role for the manager.
Responsibilities
 The person may be able to analyse the consumer behaviour in order to make appropriate
changes in the marketing strategy of the organization.
 Producing valuable and engaging content on various digital media platforms and the
official website of the business may be key responsibility of the individual.
 The candidate may be able to develop effective strategies in order to get traffic towards
the business for the development of the brand.
 Increasing the brand awareness and market share of the company with the help of
marketing strategies for increasing the popularity of the business among the customers.
 The person may be able to build strong relationships with the key agencies, industries and
vendors of the business in order to enhance productivity of the company.
 Preparing and monitoring the budget may be another role of the candidate in order to
allocate the finance of the business in a better way.
Qualification required
 Bachelor's in Marketing, business administration, finance or similar may be preferred.
 A master’s degree in marketing may be beneficial.
Experience required
 At least 2 years of experience in the hotel industries on the post of marketing manager.
Company Summary
 Britannia is one of the most popular hotel chains of UK which has expanded to various
countries in order to increase its market share and competitive advantage in the industry.
Salary
 £50,000 to £55,000

Person specification for Marketing Manager
Job title
 Marketing Manager
Essential parameters Desirable parameters
Qualifications  Bachelor's in Finance,
Marketing, Business
Administration or
similar field.
 A master’s degree in
the marketing may be
beneficial.
 Having an international
degree in marketing
Experience  Minimum 2 years of
work experience as a
marketing manager in a
hospitality organization
 Worked at a higher
post in any reputable
hotel company

Language skills  Good command on the
English language
 Having good command
in different foreign
languages
Reporting to
 CEO of the hotel
Skills required
 Leadership skills
 Efficiency in managing tasks
 Knowledge of market trends, channels and branding
 Organizing skills
 Stress management
 Analytical and problem solving skills
 Able to prepare effective strategies
 Budget management skills and proficiency
 Able to provide creative and innovative solutions
Job profiles
The candidate must be able to perform the crucial tasks related to marketing management
and must be able to prepare appropriate strategies in order to increase interest of customers
towards the brand.
The process of performance management in Britannia
Performance management is the way of corporate management by which managers
supervise and measure their employee work. This management is to make the environment
where individual can perform best of their skills, and give their high quality of work in the
suitable manner. Also Management is known as the constant process of identifying, and
increasing the performance of employee in line organization goals (Van Waeyenberg, Peccei and
Decramer, 2020). In each organization human capital is known as one of the most critical
resources.

In the context of Britannia hotel, the performance management is necessary for Britannia
hotel, as the management handles the employee to boost up their performance to achieve the
organization goals. This will put great impact on the working performance and among the
customers, as well as they will get more likely towards the hospitality of the Britannia. The
hotels increasing sales and big profits in another year whereas being the UK worst chain in the
seventh running year. While after facing the difficulty in past 12 months it gained the revenue
profits by 19 percent. The group of hotel uses the process flows fax server, and document
management solutions to secure the business reservation process to meet the PCI regulatory
compliance.
Britannia hotel has the variety of roles available for the person with different skills and
personality. The role in maintained is treated properly, as the person ability to work quality is
observed, and he gets assigned with more responsibility and opportunities (Brown and et.al.,
2019). Performance management is the main function of human resource management,
performance is defined by the continuous process of identifying, measuring, and increasing the
performance of every person in the line of organizational goals. The management process is
included of four steps and it is based on communication between management and employee to
work together in achieving the goals.
Planning -
Planning starts with selection, it decision-making process where the management hires
the right person for the right job. While in situation of hospitality industry the recruitment must
be made by hiring the qualified individual who can perform its best to fulfil the goals. Moreover,
the manager in the hotel looks upon their performance and motivates them in maximizing the
individual productivity to reach the goal. Process of recruitment should be effective internally or
externally, the organization in the hospitality are people oriented where customers and individual
are the major strengths (Molan and et.al., 2019).
Coaching -
After the planning this stage selecting the suitable employee, providing the guidance to
the applicant for their position, work environment, and discussion of values, benefits, rules, and
expectation of successful performance. This step is important for Britannia to provide motivation
to individual and creating the positive environment to work freely in the organization. The
performance of the employee is also necessary to work better in the hospitality(Maley, Marina

and Moeller, 2020). Organization must have the suitable people who can easily perform targets,
employees must be engaged with each other in friendly nature.
Reviewing -
The organizations must review the performance of their employees on regular basis to
identify the changes. These will bring change in the employees to level up their decision-making
and problem solving skills. For Britannia, it is helpful to provide the valuable feedback to their
employees to identify the points which require major consideration to achieve success. Employee
can also give feedback to the management for certain changes that can be brought in the
organization to improve the services.
Letting go poor performers -
HRM has responsibility towards the employment of every employee working under the
hospitality industry, the poor performing employees create the chances of risk and loss. While
various techniques are used to approach the employee performance in Britannia. Their
performance is based upon Expectations which is made by management in the planning stage.
Customers are the essential part of performance management, their reaction towards the
employee behaviour work as evident and helps in making decisions. The management of
Britannia can carry out the poor performing employees and select and maintain the best suitable
skilled employee to get the better result. This will also hold the staff turnover (Smither and
London, 2009).
In elaborating to Britannia hotel the staff turnover can be minimized by choosing the
right people which makes use of performance management where employee can use their skills
and perform quality of work in suitable work environment. The management should provide
rewards or feedback to their employee which increases their performance level and a friendly
nature is must increase the productivity to reaching the organizational goals. Employee
engagement is necessary to be focused, because it is compulsory for work together. Also
providing the competitive salary and incentives to the employee more from their competitors will
decrease employee turnover.
The corporate culture refers to many things, it is also important in the environment which
shows how many employees are satisfied and enjoying their job. There are some kinds of issues
in which people seek opportunity to grow in other fields, most chances of high staff turnover

ratio is increased due to this which can be resolved by the organization bringing the opportunities
for their employee to grow in the successful direction.
In the discussion about identification of training needs, it is the procedure of building up
areas such as employee lack skills, knowledge, and ability of effective performing jobs. Training
needs relates to terms of organization demand and individual employee's. Training needs
analysis which shows needs of training and what kind of training is required (Chubb, Reilly and
Brown, 2011). Training can be of different types, the major training needs can be provided by
the management of Britannia are :
 Organization analysis : In this process training provided in discussion of the needs, and
goals organization is trying to achieve.
 Task analysis : This is also known as job or operational analysis. It is based upon the
analysis of different components of job, its operations, and the circumstances in which it
is to be performed.
 Performance analysis : These analyses look upon the performance of the employee, in
which the training is provided to employee to improve their overall performance if their
performance is below expectation.
Employee Promotion refers to the rising of individual to higher ranks, it can be done in
many ways such as increasing salary, upgraded position, responsibilities, and benefits. Following
the performance management, promotion is acquired by giving more of duty and efforts in
workplace to the employees. In Britannia, they are enhancing the promotion performance which
can be followed by creating a competent workforce to make organization more effective. It
should facilitate employee promotional benefits to boost up the confidence, loyalty and
employee moral, enhancing promotion could also encourage self development of employee, and
also low labour turnover. It concludes that the promotion is based upon merits of employee and
judged by how the employee is performing in his task or duty.
Critically analysing existing Human Resource practices and policies from the hospitality
organization
The Britannia Hotels may prepare various types of effective policies and practices in
order to fulfil the needs of employees and enhance their performance. These procedures may be

helpful for the organization to increase engagement of workforce towards the organizational
goals for achieving success (Dubey and Gupta, 2018). Practices like creating a healthy working
environment for the employees may be beneficial for the organization to increase their
motivation levels in order to develop their interest to participate in decision making process of
the organization. These practices may be highly effective for the management as the employees
may be satisfied with the efforts of the company towards their development which may be useful
for improving the productivity of the hospitality organization. Providing employees with
attractive facilities and leisure resources may have a positive impact on their approach towards
working and give them motivation to retain themselves in the current organization (Tanova and
Bayighomog, 2022). A positive working environment may give freedom to the employees in
order to express themselves and create a better impact on their work. It may sometimes put
negative impact on the concentration levels of the employees as they may be easily distracted
with these resources. The employees may feel too relaxed in the flexible environment which may
reduce their overall productivity.
The another effective practice is to provide compensation and benefits to the
employees on the basis of their contribution towards the organization which may be helpful in
increasing their motivation levels. This practice may be helpful for the company to increase the
involvement of employees in the crucial decisions of the organization. It may put a positive
impact on their behaviour towards the hotel chain which may be beneficial for the company to
manage the employees effectively (Fenech, Baguant and Ivanov, 2019). These benefits may be
helpful for the employees to increase their engagement in the work and reduce employee
turnover in the company. This practice may also have a negative influence on the behaviour of
those employees that may not get compensated due to their less contribution. It may demotivate
them and reduce their efficiency which may not be beneficial for the organization.
Human resource policies are general rules and guidance which organization put in place to hire,
train, and give benefits to the members of the workforce. Further, it describes two types of policy
such as :
Recruitment and selection policy -
Organizations use different recruitment methods to search out for the potential candidates
with sufficient knowledge and experience. From the bunch of all the applicants, selection process
is required to carry out the suitable candidate, where its ability fulfils the organization

requirements. Britannia follows this policy to carry out the best suitable people for their work
and creates the good employee chain. The procedure is followed with general interviews and
applicants are recruited and the organization provides them safety and security, better working
conditions, future growth aspects (Makapela and Mtshelwane, 2021). This policy may have some
advantages such as management can allow the existing employee to transfer from part-time to
full time positions. Recruitment is cost effective method and boost morale of employee. By this
people working in Britannia will feel motivated and pay attention to work hard. This may also
cause negative aspects, hiring from the organization set the limit number of potential candidates,
and it also decreases the chances of new ideas and views which external candidate can bring.
Training and development policy -
Britannia follows this policy to provide all suitable factors for training and development
to their employees by which they can perform in their work efficiently to get the future
promotions. After selection process individuals are assigned to their role and training is provided
in discussion of the needs, and goals organization is trying to achieve. These may have
advantages such as in learning opportunities employees can use their skills and perform new
challenges at workplace, training improves the quality of work. In Britannia, it also helps in
building the relationships as it includes teamwork which is the best way to learn new things and
get to know about people in the organization (Peláez-León and Sánchez-Marín, 2021). The
negative aspect states training consumes time when it is not possible to support large amount of
non-working hours in the workplace. The poor quality of training leads to low quality of work,
which forms unqualified employee which creates conflicts for other working people.
The Britannia hotels may be able to establish better communication between the
employees which may be helpful to understand their needs and provide them with appropriate
solutions to problems. These policies and practices may have a positive effect on the growth of
the hotel chain as they may motivate the workforce to build better relationships with their
superiors. They may bring uniformity in the organization which may be helpful to enhance the
performance of employees (van Harten and et.al., 2020). The company may be able to prepare
effective strategies for improving the existing relationship with the employees for their personal
and professional development. It may be helpful to manage the conflicts that may frequently
arise in the organization and create issues for the company to enhance their performance.

The management may be successful in increasing job satisfaction and loyalty among
employees towards the work and create an effective environment for building a better team
working environment. A better communication may be effective for the hotel chain to receive
valuable feedback from employees in order to develop their existing framework which may be
helpful to develop the crucial skills (Kassick, 2019). The Britannia hotels may be able to
establish a healthy workplace culture with the help of effective communication. With the help of
a better culture the organization may be able to gain competitive advantage in the industry and
gain the trust of customers towards the brand. The organization may be able to create an
effective image in the industry and gain competitive advantage which may helpful for the
company to progress.
CONCLUSION
On the basis of the above assessment it has been concluded that the organization has been
benefited in order to minimize their staff turnover, enhance promotions and identifying the
training needs with the help of the performance management process. This process has been
useful for the organization to utilize the human resource effectively and gain competitive
advantage in the industry. It has been an effective process for the company to increase their
overall productivity and maintain an effective image among the audience. Various human
resources policies and procedures have been adopted by the organization which have been useful
to establish a better relationship with the workforce.
These practices have been profitable for the organization to enhance their productivity
and communicate with their employees in a better way. By analysing these existing policies
appropriately the organization have been able to identify the key barriers in development which
have been beneficial to prepare effective strategies in order to overcome these challenges. With
the help of an effective framework the organization have been able to provide a positive
environment to the workforce in order to increase their productivity.

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