Contemporary HRM Issues, Policies and Trends: Holiday Inn, Colchester

This report provides a comprehensive analysis of Human Resource Management (HRM) issues, trends, and practices within the hospitality industry, using Holiday Inn as a case study. It begins with an introduction to HRM and its significance in achieving organizational goals, followed by an examination of contemporary issues and emerging trends in the sector, such as technological advancements, changing customer preferences, employee retention challenges, and the impact of globalization. The report then presents a detailed job description and person specification for a Senior HR Manager at Holiday Inn, outlining roles, responsibilities, and required qualifications. Furthermore, it synthesizes the performance management process, including stages like pre-requisites, performance planning, and review. Finally, the report analyzes two HR policies of Holiday Inn and concludes with a summary of key findings and recommendations for effective HRM in the hospitality industry.

Issues in Human
Resource Management

Contents
INTRODUCTION...........................................................................................................................1
Task One: Contemporary issues and emerging trends of HRM in hospitality industry – LO1 &
LO2..............................................................................................................................................1
Task 2: Job description and Person Specification for Senior HR Manager in Holdiday
Inn...............................................................................................................................................3
Task 3- A Synthesis of Performance Management Process in the hospitality industry...............6
Task 4 : Analysis of Two HR Policies of Holiday Inn...................................................................9
CONCLUSION..............................................................................................................................11
REFERENCES..............................................................................................................................13

INTRODUCTION
Human resources management is a part of management within organisation it plays an
essential role to gain growth and success in business. It refers to a tactical approach that are
undertake by management with the aim of attaining all predefined goal and to gain all
competitive advantages in the market. Additionally entities of HR department help employee in
encouraging and motivating them to improve their performance and efficiency level. Apart from
all, they perform so many other function also like recruitment, selection, training programme for
the betterment of organisation (Bhardwaj, 2020). The main aim of HRM is to enhance
productivity and profitability of organisation. The following report is based on Holiday Inn hotel,
which is located in Colchester, UK. They operates their business at global level. Their main aim
is to provide good quality services and make consumer happy. Further, this report covers
discussion about emerging issues and trends that are associated with the HRM department in
hospitality industry. Also, covers job description and person specification and the process of
performance management. Lastly, analysis of HR policies and practices in context of hospitality
industry.
Task One: Contemporary issues and emerging trends of HRM in hospitality industry – LO1 &
LO2.
Human resources management perform number of task in an organisation and also faces
some issues due to emerging trends that are related with the human resources management in
context of hospitality sector. Therefore some of the issues due to emerging trends are as follow:
Hospitality industry Trends, 2020 [online] Available through; <
https://hospitalityinsights.ehl.edu/hospitality-industry-trends>
According to the view point of Jean Philiphe, (2020), in hospitality industry there are
number of emerging trends and that may foster issues sometime and completely changes the
industry in terms of human resources department. The most significant emerging trends is
advancement in technology to be competitive in market. Therefore for all companies to become
vital to adopt and adhere all technologies and that creates issues within organisation related with
the skills and knowledge of workforces. As to opt all technologies it is important for company to
have knowledge to operate that system in effective manner. Also there is need to change the
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existing strategies as per the changes. Thus to operates all new adopted technology in effective
and right manner, HR manger need to conduct training and development programme. Otherwise
need to hire and recruit some new candidates who have knowledge about that particular
technique. So it become difficult for hotel industry to recruit candidate in a short period of time.
Customer Preference Trends Your Organization Needs to Know, 2019 [Online] Available
through < https://blog.invoicecloud.net/customer-preference-trends>
According to the view point of Tara Vidlt, (2019), changes in trends and preferences of
consumers directly affects the function of company. As company need to changes their all
strategies accordingly. HR department nee to rework on their vision and mission of company as
they are more involve in strategies planning and development so that employee of company will
able to perform proactively and attain all goal within time. Therefore, HR manger of hotel need
to focus on their outcomes and objective in order to make employee flexible towards change
management. For this HR manger need to motivates and encourage their employee towards
changes management as well as boost up their energy level so that they will able to perform all
task actively and able to give their full contribution to meet the desired goal.
HR challenges in hospitality industry, 2017 [Online] Available through; <
https://www.shrm.org/hr-today/news/hr-magazine/winter2020/Pages/top-hr-challenges-in-
the-hospitality-industry.aspx>
As per the view point of Nicole Lierer, (2017), One of the major challenge that are faced
by managements team of HR in hospitality industry is how to retain talented and skilled
employee within organisation as well as how to influence other employees to enhance the
productivity and profitability of company. As if the retention rate is high then the sustainability
of hotel in market will also be high. The ability to retain talent and influence other employee is
the core capability of HR to attain sustainability business performance. If a hotel will able to
retain its talent employee then they will able to improve its brand name in market and
automatically able to influence other highly skilled and experience employee for their
organisation. Other methods to retain employee is to reward them in their excellent performance,
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also encourage their performance that motivates them and give them strength to carry out all
functions effectively. This will decrease turnover ratio.
Challenges for HR in The Hospitality Industry, 2019 [online] Available through; <
https://blog.betterworks.com/5-challenges-for-hr-in-the-hospitality-industry/>
As per the view point of Kavanagh and Johnson, (2017), another biggest challenge that
are faced by HRM is to known the social classes and categories of global market. While
enlarging the business it become difficult for companies to recruit and hire some skilled
candidate that are needed in company to operate function effectively. Due to changes the
location and region, culture, trends, attitude of consumers will also change therefore to perform
function accordingly it become vital to hire accordingly.
Conclusion
From above discussed viewpoints of different authors I am able to gain huge knowledge
about the challenges that are faced by hotel industry due to the emerging trends. The external
environment is very dynamic in nature due to which company need to have flexibility towards
changes in order to opt all changes and perform all function smoothly. As changes can impose
positive or negative impacts on operation or HRM department of hotel. Hospitality sector is the
fastening growing sector and in that case it is the responsibility of HR manger to perform all
function accurately and properly. So that they will able to deal with all the challenges that may
arises due to the changes of external environment. From above all significant mentioned
challenges, the most that are faced by companies is related with the retention of employee and
influence other to improve the overall performance of hotel. Also to opt all advanced and new
technology in order to sustain in market for longer time and to be competitive in market. Another
significant challenge that I believe faced by hotel is related with the cultural diversity after
globalisation. It is the dusty of HR manger to maintain equality and diversity at workplace and to
resolve all conflicts among all employees for performing all function properly.
Task 2: Job description and Person Specification for Senior HR Manager in Holdiday
Inn
In an organisation it is not possible to carry out all functions in effective manner without
help of HRM team. As they plays an essential role in order to recruit, train and rewards the best
performer. In context of this, the HR mangers of respective organisation holiday Inn, design
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some job specification and description that they recruit in a candidates to perform al task and
function of company effectively (Singh, 2018). Also form some policies and norms that help
them to attain all organisational goal at time. Apart from this they plan, organise and coordinates
with other function of department so that all goal will be accomplish on time and effectively.
Job description can be defined as a description of all roles and task that are performed to an
individual within company whereas job specification term refers to the skill, knowledge and
other vital factor that are needed to perform all roles, responsibilities that are mentioned in job
description (Hughes, 2019). Therefore the managers of respective organisation also design their
job description and person’s specification in order to recruit and fill the vacant position for
specific job role. Underneath is an example of Job description and person’s specification in
context of management of Holiday Inn:
Job description
Job Details
Position- Senior HR manager
Organisation: Holiday Inn
Job Purpose
The aim motive of HR manger is to improve the efficiency and performance level of
employees so that employee will able to work with their full efficiency and dedication. Also
to handle the issues among employee and use all resources of company in optimised and
efficient manner. To explore all new opportunities to full fill the aim of company.
Roles and Responsibilities
 To recruit and select required candidates for filling vacant position within company.
 To manage all workforces in effective manner so that the conflicts in an organization
will not generates.
 To create positive and healthy working culture to attain all goal in stipulated time.
 To formulate strategies and tactics for improving the level of manpower.
 To act as a leaders in company for giving guidance to employees.
Person's Specification
Specification of person
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 Position: Human Resources manager
 Division: Human resource management
 Keys:
Application form, (I): Interview, (R):Role
Attributes Requirements Desired
Experience & qualifications  Graduation with
minimum 60%
 Specialisation in
marketing.
 Experience of 1-2
years
 To manage all
workforce in effective
manner.
Qualities 1) Fluent English
2) Have knowledge about
promotion.
3) To recruit and train
employees.
In an organisation, manger provides application form to candidates in order to make them
understandable about job description and person specification during recruitment and selection
process. This application is helpful in selecting and hiring suitable candidate for the specific job
role (Chesser, 2017). In context of this there are number of process that are used by manger in
order to recruitment like external and internal recruitment, interview:
Interview- This is a two way process, in which two candidates participate in this process
one is interviewee and another one is interviewer. Interviewer ask question to interviewee related
with the job and position along with its skill and experiences. It has been analysed that it is time
consumer process but also gives relevant information and ideas about a candidate (Lanciotti and
Lluch, 2018). With relevance to selected organisation an interview process is carried out and for
this interviewer need to form some question and that are as follow:
 Why do you want to join this organisation, Holiday Inn?
 Do you this is this the right place for your career improvement?
 How will you mange conflicts among employees?
 Why do you want to be HR manger?
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 What are the aim role and responsibilities perform by a HR manger in an
organisation?
 Are you aware about impacts of covid-19 on hospitality industry?
All these question were ask by the interviewer to interviewee to known the skill and
experience of candidates and to select the best, most deserving for the specific job role.
Task 3- A Synthesis of Performance Management Process in the hospitality
industry
Performance management is a systematic approach to manage and monitor the
performance of workforce over the key parameters of goal of performance (Doll, 2018). In
context of chosen hotel, they also conduct performance management process for the same
purpose and that is obstinate below:
Stages includes in performance management:
Pre-requisitesal: This is the initial stage of performance system management. This is
related with the defining of long and short term goal to the employees so that al employee will
able to engage toward their work and carry out function effectively for accomplishing the task in
effective manner. Also this stages defines the job descriptions, job specification and job design at
each level and assign targets to staff for achieving objectives.
Performance planning: Performance planning includes three attributes and that are
results, behaviours and development plan. All are as follow:
Result: The gauge of performance management is to measure the performance of
employee and the department and they carried out with the aim of recognising the gap, then
overcoming all that gaps by taking some necessary steps (Khodzhaevich, Davlyatovich and
Yuldashevich, 2019). Thus it assess how an individual is perform its assigned task and are they
able to attain all desired goal on time.
Behaviour: It has been analysed that measuring of employee behaviour is the most
difficult and challenging task. As it is determined on the basis of some set criteria and it is
measured by observing and closing the monitoring of supervisors of human resources
departments.
Development plan: It is considered as the final stage of respective level. In this plan
development is carried out in order to improve the knowledge, skills and attitude of employees.
This is because of taking professionals on next stage with the help of some systems and tools.
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Performance execution: This is considered as the most significant stage as the entire
process of performance management creation and setting up of standards is based on
performance execution process. As it is totally related with the employees which is obey by the
department and the company (Flynn, Valentine and Meglich, 2021). Thus, it is the chain of the
process. Thus the role and responsibilities of manger increase in some following also like in
providing tools and equipments that can improve the performance of employees. In relevance to
this providing feedback on regular basis motivates employees to perform well and attain all
desired goal.
Performance assessment: This is the next step followed by performance execution. At
this point, the manager and the staff of the company, both are responsible for the assessment and
measurement process of employee process over the given targets. The process includes level of
individual targets, behaviour of employees and some special achievements during the
performance appraisal cycle. `
Performance review: At this stages the senior executives and subordinates will
exchange the feedback and reviews about performance over the given targets and set goal. For
the successful execution of this stage, it is important to carry out equal involvement of dialogue
among manger and workforce (Brewster, Mayrhofer and Farndale, 2018). Apart from this,
manger need to discuss some other points also and that are related with the requirement of
training, development plans with the aim of enhancement of skill and knowledge and so many
more. Therefore, this is the foundation stage of next year performance management process.
Performance renewal and reconstructing: The performance managements is an
ongoing continuous process. Once the performance of employee has been reviewed and finished
then this cycle will begin again from the next performance appraisal and this need to be start
with the next year mission, vision and objective of company. Thus, it have to design again by
overcoming all challenges and issues that are faced by previous year. This is because due to the
external changes of environment as it is dynamic in nature.
Methods to assess performance management:
360 degree feedback: It is a system that is related with the assessment of behaviour of an
individual in an organisation. In this process mangers of company will take feedback from
employee and responds that by providing solution. It has been found that it is the popular
approach for understanding the dynamic nature of management and attitude of an individual in
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effective manner (Berman and et.al., 2019). In context of Holiday Inn hotel, their HR manger
also use this approach to measure the performance and analyse the gap in their performance.
Personal development plan:
To measure the performance level of an individual, manager of company develop a plan
in significant manner. This is conducted with the aim of performance improvement of employees
also to analyse the gap of their performance to attain the organisational goal. To overcome the
gap, management team of company is using training and development programme to boost up
the energy level of performers (Santhanam and et.al., 2017). Therefore it is the duty of mangers
to conduct programme in significant way. It will improve the turnover ratio of employee also and
improve the promotion rate within hotel.
Performance management tools used by four-star hotel
Performance appraisal: It is determined as the most commonly adopted performance
administration tool. The aim of chosen hotel is to use this process in order to motivate
subordinate for perform their work in proper manner and increase performance in future period
of time.
Management Dashboard:
Performance management tools used by five star hotel
KPI: It is determined as a tool that help in measuring how well organisation projects and
individual person are executing a strategic goal as well as objective and achieve it in timely
manner. The Primal worth of KPI is to analyse the performance of individual person in order to
take better decisions. KPI is determined as a tool which is used for analysing the performance of
subordinate in order to conduct different task in an appropriate manner. The talented subordinate
provide appropriate services to its user in order to satisfy them.
Lean management: It is referred as a toll which seeks decline time and develop more value
& services for customer in fewer resources. In addition to this, lean management performance
tool identifies and monitors evert step in order to figure out what is productive or not productive
to the organisation. Apart from this, it emphasis on what is significant, valuable, less expensive
and productive that is beneficial for a company to improve its efficiency.
Management Dashboard: It is one of the effective performance management tool that is
used by company to monitor activities of staff members at anywhere. In addition to this, it is
easy to use and has real-time interface.
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It is analysed that the higher authorities of Holiday Inn make use of Management dashboard
as a performance management tool. In addition to this, it is suggested to Holiday Inn to make
improvements in its management dashboard tool as it only shows operational performance not
the strategic one. It has its own limitations & staff members required to understand all these in
order to avoid any mistakes while measuring the performance of its employees.
Conclusion
From the above discussion, it is stated that key performance indicator is one of the effective
performance management tool as it monitor performance at both employee and organisational
level which leads to growth and success of both organisation and staff members as well.
Therefore, there are different kind of performance management tool which is adopted by hotel in
order to execute different task in proper manner. And their purpose is to provide superior
services to customer for satisfying their need
Task 4 : Analysis of Two HR Policies of Holiday Inn
In an organisation number of function are performed by the HR manger of company with the
aim of accomplishment of organisational goal in effective and significant way. Function
includes, recruitment & selection, training & development, performance & rewards recognition,
talent management, surveillance and monitoring, safeguard & prevent, grievances resolution at
work etc. In which two of the practices or policies in context of Holiday Inn are analysed and
reviewed as follow:
Recruitment and selection: Recruitment and selection process can be defined as a process
that is undertaken by the management team of company to select best candidates from pool of
application to fill the vacant position of specific job role. Number of manger considered that it is
the critical role that are played by them for a company. In relevance to this the selected hotel,
Holiday Inn carried out this process for the same aim.
With due references there are various types of recruitment process such as internal and
external process. In internal process candidates are selected internally and fill that vacant
position. In this employee within company get promotion and encouragement. Also some get
transferred from one location to another. In context of respective hotel sometimes their manger
also carried out such type of recruitment process and transfer employees from one place to
another place as they have number of outlets across the globe (Chelladurai and Kerwin, 2018).
This process saves time and lots of money but not able to recruitment new candidate who have
9

knowledge that is required for opting new technology. In that case, they recruit external and with
the help of this process they will able to hire new candidate and help them to be competitive in
market. Also able to accomplish all goal within stipulated time frame. When external recruitment
is carried out it includes other number of process also. Once candidates complete all that,
selection is carried out, in this managers actually try to match the skills, knowledge and abilities
of applicants with the requirements of job. In this process number of approaches are used by the
Holiday Inn, such as interview process and that is already mentioned above.
Additionally there are number of factor that affects the recruitment and selection process
such as legal consideration, speed of decision making, organisational hierarchy, selection criteria
and so many more other factors. Therefore to carry out process successfully, HR manger of
respective hotel need to considered all factors and then recruit the best candidates for hotel.
Training and development: The term training and development refers to the improvement
of skill and knowledge of a personnel within organisation. Training is for new candidates and the
development is for existing. With the help of training process, mangers of respective hotel will
able to guide them how to carry out particular job role and how to perform a specific task in
effective and efficient manner so that all goal will be accomplish timely (Stewart and Brown,
2019). Training is conducted with number of purpose such as for enhancement of skill, to
increase the level of motivation of workforces, to retain employee for longer time and so on.
In relevance to mangers of Holiday Inn use number of approach of training such as by
giving them case studies, with the help of presentation, with the help of giving some practices
examples, for instance in case of training of chef, the manager of particular department will
aware them where are the ingredients, how to cook food, what kind of food mostly people likes
etc. This will give them clarity about how well they have to perform their task to attain all goal.
This process is successfully used by the managers of Holiday Inn as they are successfully
meeting their goal and get huge success in market.
Additionally, entities of Holiday Inn uses the selection of some informative programme to
train the employees. In this, the duty that is performed by HR manger is to gather data and
information for the training programme. It will help them to increase the performance level of
employee within business.
Development process is required for the improvement of career and the growth of career so
that an individual will able to get success in both personal and professional life. In this
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employees are motivates and encourages as well as educated them for the betterment of company
as the external environment is dynamics in nature and due to this all organisation have to opted
all changes to be sustain in market and be competitive. Therefore with respect to hotel holiday
Inn, they also organise development programme for their employee with the aim of their
betterment of career and to retain them for long time. They are successful too by organising such
development programme. Hence it is helpful for the hotel and its employee positively.
HR policies of Holiday Inn
Recruitment linked with operational strategy: The first important area of focus is on
the procedure of appropriate staffing, management and company business through human
resource functions. It is stated that the most vital structure variations of the corporation also stand
and depend on the recruiting procedure. The management among the business recruiting and its
strategic plan can enhance the ability to deal with the situations effectively. This policy assist
Holiday Inn to hire people who have similar characteristics to the managers who are presently
performing within it.
Employee skill and behaviour training: Another HR policy of Holiday Inn is employee
skill and behavioral training. For a business entity, training and development mainly related to
those activities which make sure that every employee is capable enough to develop a work
environment which is both diverse and inclusive. Moreover, this kind of training is also
necessary for the development of managerial and strategy capabilities. There are different form
of training options such as coaching, counseling, mentoring and so on. This entire policy help
Holiday Inn to develop relationships among employees who have unique characteristics and has
different qualifications.
Conclusion
It is concluded from the above HR policies that it assist Holiday Inn to set a benchmark and
attain its objectives timely. In addition to this, it also assist in developing positive working
environment within the organization that leads to increase in performance on productivity of
respective organization.
CONCLUSION
From above discussed report it has been analysed that human resources management plays
vital role to carry out all function in effective manner. Additionally the main aim of HR manger
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is to increase the efficiency level of employee by motivating and encouraging staff also give
them rewards on the basis of their performance. It is important or an organisation to measure the
performance of all individual with the help of various tool such as 360 degree feedback, PDP and
so on. Additionally it is not the easy role that is performed by HR entities, as they have to
effectively handle and manage all team of company.
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