Analysis of HRM Issues, Job Descriptions, and Development Strategies

This report delves into the contemporary issues and problems associated with Human Resource Management (HRM) within the hotel industry, using Crown Plaza Hotel as a case study. It explores challenges such as employee turnover, lack of standardized policies, and the importance of training and development programs. The report evaluates HRM practices against emerging trends, including technological advancements and the need for effective training. Furthermore, it includes the design and development of a job description and person specification for a supervisory position, along with a demonstration of approaches to performance management, including 360-degree feedback and personal development plans. The report concludes with training material suggestions for a new HR manager, providing a comprehensive overview of HRM strategies in the hospitality sector.

Issues in Human Resource Management

Table of Contents
INTRODUCTION......................................................................................................................3
1. Contemporary issues and problems associated with HRM in the Hotel Industry..............3
Evaluation of human resource management practices against emerging trends....................5
2. Design and develop a job description and a person specification of a supervisory position
from the organization.............................................................................................................6
3. Demonstrate contemporary knowledge and understanding about the approaches To
performance management and people development in line with recognized best practice..10
360-degree feedback.........................................................................................................11
Personal development plans (PDP)...................................................................................11
Zoho people......................................................................................................................11
iCIMS Talent Acquisition.................................................................................................12
4. Training material for new human resource manager........................................................12
CONCLUSION........................................................................................................................13

INTRODUCTION
Human resources management is the functional area of management which deals with
management of human resources in organtional. It includes classification of needs, workforce
planning, recruitment, selection, training, development, performance appraisal and reward
mechanism of employees in firm. The key role of HRM is to improve efficiency of firm in
way to achieve its goals and objective within given time period this can be achieved with
maximizing efforts of employee and integrating them towards goals and objectives. The main
focus of HRM team is to drive maximum productivity from its best employee for increasing
profitability and growth in firms working culture. This also controls the other resources
which will useful for increasing efforts of human resources. Large corporate firm employee
HR managers for retain there employee for long time and retain the talent management in
firm for maximization of profit by reducing employee turnover ratio. This report is observed
on issues related to human resources manage in hospitality industry where employee firm
have to deal with it with the assistance of human resources department. Crown plaza hotel is
selected organtional in this report which is situated in London. It is a big hotel chain which is
operating in global world with more then 118000 bedrooms in 100 nations worldwide
(Lussier and Hendon, 2017).
MAIN BODY
1. Contemporary issues and problems associated with HRM in the Hotel Industry
Hospitality industry incudes number of services like lodging, accommodation,
entertainment and food and beverages which help customer in getting full satisfaction. This
all can be done with the help of market analysis which help firm in getting access to the needs
of customer to serve them higher quality in order to satisfy there wants and bring quality with
productivity. There are number of challenges which this industry has to face for development
of good reputation and goodwill in market. These challenges are also faces in terms of HRM,
which are require proper attention to solve them within limited time period for achievement
of goals and targets of firm.
According to the observation of Boella and Goss-Turner (2019) hotels are totally
dependent on the customer and their employees who serve customer efficiently. Growth of
this industry is continues which also give rise to number of problems towards the human
resources management. It is must for firm to identify these challenges and find out more
competitive advantage in long run of business.

Turnover & Retention:Lack of proper management is also a key concern for
company as it will lead in dissatisfaction employee which impact negatively on employee’s
turnover and can cause damage to firm performance for long run. Hotel have incurred huge
cost training and development and other recruitment function, and if employee leave the
organtional then all there expenses will be wanted for firm and it have to incurred more for
same process in new recruitment. So it is essential for human resources department to retain
the talented employees in firm and use them wisely by motivation and other tools of
management.
Non-existent policies & procedures: There is also a problem in firm that there is
lack of proper documentation of employees both current and previous employees of firm.
This is also problematic for human resources to manage and analyse data related to human
resources and also give arise number legal liabilities in front of department. This can be
overcome with aid of good study of laws and record management and full all the data of
employee with effective research and maintain record of current employees.
As per the view point of Maria, (2017), this department is important part of firm as it
helps firm in management of firm resources and archive objectives on time. For Attainment
of this objectives firm have to face various challenges which have direct impact on its
performance. The issues and challenges which are faced by HRM are mentioned below:
Training & development:Training and development is the process of increasing
skills and ablates of employees in organtional to improve performance and productivity in
firm for achievement of goals and objectives. It helps in increasing the knowledge of
employee to perform complex task which arise because of dynamic business environment.
This also assist hotel in management of their staff quality to serve customer with best input to
get maximum output from it. The problem in front of firm is that all employee are not ready
to adopt training some of them are resistant to change this is because the environment of rim
and leads to decrease their moral. It is duty of human resources management to convey them
and resolves the problem of those employees who don’t want to participate in training
programme. It has to ensure the participation of both new and existing employee in training
programme (Fogarassy, Szabo and Poor, 2017)
.

Retaining talented employee: Talented employees always lead in profitability in firm
which is basic for firm’s survival and running origination. But in today’s business
environment employee’s turnover is increasing regularly in hotel industry. There are number
of reasons which for this like delay in payment, lack of working culture in firm, demotivated
environment and many more. Crown plaza is also suffering from this problem as there is also
the huge employee turnover ratio in firm this will leads in mismanagement of work and
reduces the talent in firm. Here human resources management has to work in accordance with
firm to retain talented employee in firm and increase the number performance of firm for
achievement of objectives on time.
Management changes: hotel industry is dealing in dynamic environment where there
are regular changes in tools and techniques of management. These all have to be management
by human resources management as regular changes can bring hesitation in mind of
employees this will also lead in resistance to change which have negative impact on firm
performance. This have to be identified by hotel human resources management have to
identify the respectful changes in firm structure and convinces those employee which are
under resistance to change after this HR manager have to bring change in firms structure
according to needs of firm and improve firm performance (Delery and Roumpi, 2017).
All challenge and issued which are discussed above are the major focus of firm ,
these have to be consider in proper manner by human resources management to solve them
and bring more efficiency in firm with the help of number of benefits which arise after the
working and research an all problems. In addition, to this human resources management have
to deal with these challenges with fuller utilization of resources and ensuring full output from
all activates.
Evaluation of human resource management practices against emerging trends
Human resources department is that functional area of firm which deals with
management of human resource of firm. This all will helpful in recruitment, Training,
compensation and many more function which help frim in managing its human resources
which are must for performance on firms objectives. For increasing the productivity and
profitability of employees in firm there is separate training and development programme in
firm. For this manager of crown plaza hotel have to develop number of strategies and polices
for getting maximum output from this approach (Collings, Wood and Szamosi, 2018). There
are various kinds of approaches which are essential for development of human resources in

firm like recruitment and selection, performance appraisal, training and development and
many more. Some of the practices against emerging trends are discussed as:
According to Baum, (2016) Hotels are the important part of service industry where
whole tourism depends upon this because of services provided by this industry to all
customers. There are always new trends in this industry for maximising satisfaction of
employees. Adoption of these trends always help hotel in getting competitive advantage in
long run of business
Training & development program: It is duty of HR manager of hotels to use effective
training and development for using its employees in effective manner and helps them in
getting competitive advantage in market and get favourable to uncertain conditions which are
going in business environment (Chen and Xia, 2018). There are various tools which can be
used by business manager for training and development function and match emerging trends
in hospitality industry to give better experience to customers of hotel.
Advancement in technology: Technological changes are continues in current in
market which becomes mandatory to firm for adoption of these changes. There are number of
options tools which are related to HRM practices and they have to be matched with qualities
of persons and management. With the help in technology firm can human resources
management and can help in achievement of its objectives in effective manner with better
performance. This also help firm in management of talented employees and use them
according to the needs of firm. There are number of benefits which can be drive from use to
new technology like for performance evaluation and appraisal there are number of software
which can perform analysis of data for using in firm operation. This all will be increase the
profitability of firm and bring more productivity which is good for development and growth.
This also assists in payroll management and performance inherent which help firm in getting
advantage for more profit.
2. Design and develop a job description and a person specification of a supervisory position
from the organization.
Application of HRM practices in CROWNE plaza
Human resources department is that department which is responsible for maintains of
employees in firm for smooth working of business resources. According to Crown plaza, it

can be seen that human resources department have number of responsibilities which it have to
fulfil and are require to be done by it in firm. HR manager of this firm deals with formulation
of policies and procedures related to human resources of firm and their procurement which
help firm in long survival and profitability in operations (Brewster, Sparrow, Vernon and
Houldsworth, 2016). There are number of functions like training and development which is
done by this department which help new workers who are hired by hotel. It formulates an
effective orientation programme for firm to get maximum benefits of it. Description list is
discussed as:
Job Description
Job Details
Post : HR Manager
Company : Crown plaza
Job Purpose
There is main purpose it to increase the quality of job by building the passion for work in
employees this can be achieved with the help of proper guidance and training and development
of employees this will also help in increased productivity and more profits of firm.
Roles & Responsibilities
 The first responsibility of HR manager is to provide assistance to its employees in form
of basic needs which are best motivator and mandatory for every employees of firm.
 The next role of HR manager is to act as the leader who provides employees the
opportunity to get closer to its learning objectives and personal development.
 Strengthen the personal relationship in organtional for positive flow of motivation
within and outside the organtional for better performance of employees.

Person Specification
 Post: HR Manager
 Department: HR department
 Key: This shows what is required as an evidence:
 (A): Application form, (I): Interview, (R): Role
Attributes Essential Desirable
 Qualification &
Experience
 Management
administrative and
practical degree from a
recognized institution
in human resources
management.
 two year work
experience of HR
management in good
firm
Solid knowledge in the
management. Of human
resources with tools and
techniques
 Skills or knowledge  good written and
verbal communication
skills.
 Capacity to study and
grow management
knowledge by using
innovative
developments and
working actions.
Formation of organized interview- In order to work at, crown plaza, the possible
candidates are inquired to station career ads on service boards, journals, directories, blogs,
television, platforms for social communication etc. there are some question which can be
asked by the HR manager of company to measure the qualities of person which is selected for
recruitment functions.
• What are the tasks and responsibilities to be performed by human resources managers?
• Is good work for workers required?

• What are the approaches to improve the firm's training and growth workshops?
• What aspects render the job with our company great, according to you?
Job Offer Letter
Mr./Ms. XYZ
Address: ABC
City, State Zip Code: 00000
Dear Mr./Ms. XYZ
we are happy to inform you that, you have been selected in our company on the post of HR
manager. The department for human resources management is glide to tell you that they will
happy to see you working with them. After the success full interview and your good score in
every stage of interview, you have been selected for this post. This is also a big responsibility
and proud moment for both you and our company. Time period of 10 days is granted to you for
making your choice and tell the organization whether you admit or do not consider this
proposal. In this business, it would be nice to have you because we see potential and expertise
in you that help you meet the organizational goals.
If you accept this offer, delight let us see and return it to us as fast as conceivable by
approving the second duplicate of this text.
When your consent is acknowledged, we say with you in the Association itself regarding
positive formalities.
Please let us know how we can support you, or we will provide you with additional details
if you have any concerns or queries.
Sincerely,
XYZ
Director, Human-Resources
CROWN PLAZA
____________
I hereby accept the HR Manager, HR department position.
_____________________________
Signature _____________________________
Date ----------------------------

3. Demonstrate contemporary knowledge and understanding about the approaches To
performance management and people development in line with recognized best practice
Recruitment and selection- It is that tool of HRM which is used by firm in
management of workforce within organtional. In this function the hiring of new employee is
done this function help in management of adequate talent in firm for smooth flow of
operation. It includes determination of vacant post, advertising about post, accepting
application for interested candidate, following process for recruitment and selection of best
suitable employee on vacant post. There are some approaches in this function which are
discussed as:
Approaches to workforce planning- Here the skills are evaluated according to needs
of post and identified that employee is suitable for performance off the job or not.
Approaches to training and development- This is approach which used by manager
for providing good development and understanding the full aspect of jobs to employees of
firm. This help them in increasing their abilities and perform functions more effectively this
also help in management of motivation in employee as they are now able to perform complex
tasks which will boost their motivation.
Approaches to rewards- This is the reward mechanism where the employees is rewarded
according to its performance in firm where its whole evolution is done and then rewards are
given in monetary and non-monitory terms (Brewster and Söderström, 2017).
Performance & People management tool used by four start hotels
Performance appraisals
This is the most common and easy tool which can be used by firm in performance
management. In this firm is use the evaluation of performance of employee where all aspect
related to the performance will be measured with the help pre-determined standards. This will
enable HR manager in identifying performance of employees and giving them motivation if
performance loses the standard.
Oracle Human Capital Management Cloud

This is also an important tool for performance measurement which helps four star
hotels manage employees and clients in a well define manner. This tool efficiently delivers
association with a complete ability to efficiently manage entire worker life sequence by
captivating use of involuntary purposes which is person organization software. With the aid
of this object complicated in welcome sector sophistically accomplish dissimilar working in a
plastic manner.
360-degree feedback
360-degree feedback system measures the behaviors and competencies shown by
individual and group in achieving goals. This system is the systematic collection and
feedback of performance data on individuals and teams derived from a number of the
contributors in their performance. 360-degree feedback become popular recently due to
changes in what organizations expect of their employees, increasing emphasis on
performance measurement, changing management concepts and more respective attitude.
Through 360- degree feedback the employees have the chance to review the manager and
superior, which not run through traditional performance management system. Five-star hotels
use 360-degree appraisal system very effectively they collect feedback from employees,
managers, suppliers, superiors in order to manage performance of the workforce. By using
this tool five-stars hotels analyze and take review of employees and increase the level of
performance.
Personal development plans (PDP)
Personal development plans are the procedure of developing action plan for
employees within the organization to measures and manage the performance of staff. This is
an effective plan use by the organizations in order to develop the performance of the
employees. Personal development plans are also known as individual development plans
these are plans which developed by the companies for individuals working in the
organization to effectively achieve the goals with the help of individuals. Five-stars hotels
develop some action plans to enhance the performance of employees, they facilitate proper
training and development to employees with the motive to increase the level of performance
to achieve the organizational goals. Individuals play an important role in the hotels so it is the
duty of management to enhance or influence the performance of the individuals (Bratton and
Gold, 2017).

Zoho people
Zoho people are the human resource management software which is developed by
the Zoho Company for the small and medium enterprises. This HR solution is developed to
manage the activities and tasks related to the workforce and employees. Zoho people ensure
that the companies have employees with full capability and ability that companies need. Zoho
people software allows the companies to conduct training of new employees and continuing
development of employees. To manage and maintain employee’s hospitality industry five-
star hotels use Zoho people HR software. This HR management software is cloud based and
mainly use to manage people (This is the best human resource management software in
2020). This software also helps the organizations in maintaining good relationship with
customers, performance management of employees, manage tasks and activities etc. with the
help of this organizations achieve their goals and objectives in effective manner.
iCIMS Talent Acquisition
iCIMS Talent Acquisition is the recruitment software which is used to attract,
influence engage and hire great people. It is cloud-based software of recruitment through a
talent acquisition platform. This is effective human resource software which is used by
companies at the time of recruitment to attract talented people in the organization. By using
this tool or software it can be evaluated that with the help of this software companies can hire
effective people and also maintain and improve the recruitment process of the organization in
successful manner. iCIMS Talent Acquisition also includes tools like Recruitment Marketing
Suite, Advanced Communications Suite, Hiring Suite, Unifi, iCIMS’ ecosystem of integrated
partner products and services, etc. By using this tool or software five-star hotels acquire and
attract talented people for the hotels and also manage the recruitment process effectively.
From the above assessment it has been reorganized that five-star hotels use iCIMS
Talent Acquisition software in order to manage and maintain the performance of employees
to achieve the goals. With the help of this hotels can manage their performance and build
good image in their respective market. Together with these companies manage people and
their performance by providing those rewards and recognition, incentives, bonus to increase
the level of performance of employees. By using these tools and systems companies can
measure the performance of workforce on regular basis which help in increasing the overall
profitability of the organization (Armstrong and Taylor, 2020).

4. Training material for new human resource manager
Training material of human resource management includes handouts, case studies,
PowerPoint presentations and some learning material used to train the employees of the
organization. It is an important aspect of the training and development which is use to
provide effective and qualitative training to the employees. In order to conduct effective
training, there is need of proper planning and material for training. Proper training plans and
material is developed by the human resource manager. The training material used by the
human resource manager at the time of training and development are-
Selecting information for the program – It is the duty of human resource manager
to collect accurate and relevant information for the training program, in order to conduct
effective training for the employees.
Do a performance review – After selecting the training material manger need to
analyze and review all the material of training before conducting the training program.
Identify the objective of training program – What is the objective behind the
training, human resource manager needs to identify the objective behind the training. It is
important for HR manager that tasks, activities and information must be able to attain set
goals.
Target intended audience for training program - HR manager emphasize on the
intentional audience in order to provide effective training program to the employees.
Identification of issues of the trainee helps human resource manager to resolve problems in a
effective and proper manner
If training conducted for specific position than review job responsibilities – It is
important for the HR manager to examine and analyze the roles and responsibilities of the
particular job position for which employee attend the training program.
Decide medium for training program - Before conducting the training HR
manager have to select way or medium through which they provide training to the trainee.
Medium include online training, face to face, on the job training etc.
Construct materials – HR manager need to construct material of training in the
proper way like they need to check the availability of the necessary material like pen, paper,
handouts, presentations etc.

The most important thing which is need in the human resource manager is effective
communication and interaction skills. The five-star hotels manager conduct effective training
program in order to achieve the productivity and profitability of the organization.
CONCLUSION
According to above mentioned report it can be concluded that human resources
management plays an important roles in functions in development of organtional and
profitably of firm but there are a number of issues which it have to face and deals by HR
manager. There are number of firm which can be used for promotion of Demonstrate
contemporary knowledge and understanding about the approaches to performance
management and people development in line with recognized best practice with the help of
functional area. . The tests that are confronted are alteration in knowledge, exercise and
development, employment and collection and numerous more. There are numerous emerging
trends of human resource in hotel industry such as exercise and growth programs, progression
in technologies. It is significant for human resource manager to must good message and
knowledgeable skills as it help in rising productivity of staffs which in turn influence
definitely on overall profits and revenue of company.

REFERENCES
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