Analysis of HRM Issues, Job Descriptions, and Performance in Hotels

This report examines human resource management (HRM) within the Intercontinental Hotel Group, a major player in the global hospitality sector. It addresses emerging trends and challenges, such as globalization and technological advancements, and their impact on HRM practices. The report includes a detailed job description and person specification for a senior HR manager position, outlining roles, responsibilities, and required skills. Furthermore, it explores contemporary approaches to performance management, including 360-degree feedback and personal development plans, and discusses relevant HR software. The report concludes with training material designed for a new HR manager, providing a comprehensive overview of key HRM concepts and practices in the hotel industry, with a focus on recruitment, selection, and employee development.

Issues in Human Resource Management

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

INTRODUCTION
Human resource management is essential for the growth as well as development of
business firm. It is strategic approach adopted for managing the subordinates in an
appropriate manner for gaining competitive benefits over rival firm in the market. In
assistance of this, it helps in accelerating performance of employees in order to achieve
objective of the company. Apart from this, there are various activities which are executed by
HR professional like recruiting, selecting, providing training to its individual person that
helps in sustaining for a longer time period. Beside from this, the primal aim of HR manager
is to boost performance level of employees at workplace. This report is based on
Intercontinental hotel group which is situated in UK. It is the largest chains of hotel which
operate their business organization at global level. The main purpose is to offer high quality
services to its client for sustaining them for a longer time period (Wood and Logsdon, 2017)
MAIN BODY
1. Emerging trends and issues associated with human resource department in Hotel industry.
From the point of view of Susan Jacobs, 2015, there are different changes as well as
issues which arise within hospitality sector. In addition to this, there are various trends taken
place in HR department which bring complete revolution in this sector. The main aim of HR
manager is to achieve the goal and objective of business organization in short span of time.
Therefore, it is necessary to recruit highly skilled and talented applicant in order to make
higher influence towards accomplishing goal of the company. In reference of hospitality
industry, there are different issues as well as challenges which is faced by the HR manager
within hospitality sector.
As per the opinion of (Beal, 2016), there are different issues and challenges which is
faced in order to tackle the employees at workplace. There has been a current trend like
globalization which imposes direct impact on activities and functions of business
organization across the globe. In order to tackle these situations, there are different kind of
people coming from various countries or culture for grab the job opportunities, career
advancement and many more. Therefore, it is necessary for HR department to tackle such
globalization effects in hospitality sector. This situation is tackle in such a manner that helps
in gaining more and more profit at workplace. Also, they need larger contribution of
employees to perform work for maximizing benefits.

According to the viewpoint of (Bringezu and Bleischwitz, 2017), technology plays an
important role for the success and growth of business organization. Therefore, this is a big
issue and challenge which is faced by HR manager. In addition to this, the implementation of
advanced technology imposes both favorable and adverse impact on the activities of business
organization. In order to having an advanced technology, there are some operational issues
which is face by HR department. There are different technological system of hotel like
restaurants, bar as well as front office and many more. All these departments are tackled by
the HR manager of the business organization. Therefore, it is necessary for HR department to
having knowledge regarding updated technology in order to manage different activities and
functions of business organization.
As per the opinion of (Brown and Porter, 2018), the change in management is another
issues which is faced by HR department in hospitality sector. In addition to this, there are
different external environmental factor which is changed very frequently in term of
implementation of advanced technology as well as globalization taking place within business
organization. Therefore, it is necessary for HR professional to bring innovation revolutions
and invention such as renovation, rationalizing and so on. It helps them in achieving success
and growth at workplace. Apart from this, it is the responsibility of human resource
executive is to manage a change in such a manner that assists in gaining favorable results. It
is difficult for human resource department to motivate employees towards adoption of
changes within hospitality industry.
On the basis of above mentioned different opinion of authors, it has been analyzed that
there are different issues and challenges which is faced by the human resource manager
within hospitality sector. In addition to this, due to change in external environmental factor in
frequent manner, thus it imposes both favorable and adverse impact on functioning and
activities of human resource manager within hospitality industry. Apart from this, the
hospitality industry is growing as well as emerging very quickly; HR professional plays an
important role for handling different activities and functions of business organization. There
are different issues which are faced by manager but globalization is the conspicuous issue
within hospitality industry. Therefore, due to high level of growth, it is necessary for
company to adopt the globalization in order to perform different business activities and
functioning in better way.

These are the common issues which are faced by the human resource executive in
hospitality sector. They perform the different business activities and function in an effective
manager. Apart from this, there are some complexity arise during recruiting as well as
selecting competent applicant at workplace. It is necessary for HR Manager to select talented
and competent candidate in order to fill the vacant job position within business organization.
In addition to this, the HR manager faced issues and challenges in order to select capable
applicant which is necessary for the success and growth of business organization. Due to
globalization, there is an issue of equality and diversity which is faced by human resource
executive for performing various business operations in suitable manner. Therefore, it is the
responsibility of HR Manager to handle the diversity issue in such a manner which does not
imposes adverse impact on hospitality industry. Apart from this, the manager treated fairly to
all its subordinates irrespective they are coming from different culture and heritage for
performing duties as well as responsibility in better way. Thus, the HR professional recruits
those candidates who have capable of performing the task in an effective manner. In
assistance of this, they should maintain appropriate balance among the charges which is
arises in providing training to its employees as well as at the same time, select talented and
capable employees in different department of hospitality sector.
2. Design and develop a job description and a person specification of a supervisory position
from the organization.
Applications of HRM practices
In business organisation, without HR Manager it is not possible for firm to perform its
business activities and functions in an appropriate manner. In addition to this, the HR plays
an important role for the success and growth of the company. There are different functions
which are performed by human resource executive like recruiting, selecting, conducting
training session for its employees (Cleaver, 2017). In context of Intercontinental hotel group,
it is the duty of HR Manager to regulate as well as control policies and procedure in an
effective manner. Apart from this, the human resource department conducts the various
functions such as planning, managing the business activities and functions in better way. In
addition to this, the HR Manager focuses on optimum utilization of resources in such a
manner for boosting sales as well as profitability level in upcoming period of time. In this
sector, there are various functions which are necessary to perform like conducting training
session which helps the business firm to get renowned at marketplace. There are different

role and responsibilities, job description of HR Manager in context of Intercontinental hotel
group which is going to be mentioned below:
Job Description
Job Details
Post- Senior HR manager
Company- Intercontinental hotel group
Purpose of Job
The main aim of job is to boost the personnel as well as resources in such a manner that helps
in generating sales as well as profitability level in future time period. It helps in discovering
innovative opportunities at marketplace for success as well as better development.
Roles and Responsibilities
 The role of HR professional is to perform multitasking functions and activities in an
effective manner in order to achieve favourable outcomes.
 It is the duty of HR proficient to monitor and control the subordinates in order to
maintain discipline within business organization.
 The responsibility of HR manager is to behave like leader in order to guide employees
for performing their work in better way.
 Furthermore, the HR Manager makes effective strategies, policies and procedures in
order to increase the level of manpower at workplace.
Person Specification
 Post- Senior HR Manager
 Department- Human resource department
 Key- This represents need for the post
1. Application form
2. Interview
3. Role
Attributes Essentials Desired

Skills & Knowledge
Qualification &
Experience
 Communication
skill, conflicts
resolution as well as
problem solving
 Master and Bachelor
degree from renowned
institution.
 It is necessary to have a
capability to lead others
in order to take an
appropriate decision.
 Risk taker as well as like
to face challenges.
 Person having
comprehensive
knowledge in the arena
of management.
In business organisation, in order to perform the recruitment and selection process in
better way, it is necessary for HR Manager to give the application form to candidate that
helps them in gaining the knowledge regarding job description. In addition to this, the
application form assists in choosing talented and capable candidate in order to fill the vacant
job position at workplace. In reference of Intercontinental hotel group, the manager offering
application form in which overall description of job is given in order to resolve the problem
of applicant for further procedure (Haruna and Kannae, 2017).
Interview- In reference of Intercontinental hotel group, after selection of candidate,
there are certain questions in respect of business firm, job position as well as background
which is asked by the manager. It takes too much time but it helps the business firm in
inspecting right applicant for the job position at workplace. There are different questions
which are asked by manager of Intercontinental hotel group which is going to be mentioned
below:
 Why do you want to come to be HR professional?
 How will you tackle as well as handle subordinate within business organization?
 What are the chief roles as well as responsibilities of HR manager in business firm?
 Do you think Intercontinental hotel group is the right place for your career
development?
 Are you comfortable with location of job?

`These kind of questions are asked during interview as well as choosing the most capable
and talented applicant to fill the available job position as well as provide appointment letter to
them (Hasibuan and Syahrial, 2019).
Job Offer Letter
Mr/Ms ABC
Address: xyz
City, State pin code: 00000
Dear Mr/Ms ABC
This is to update you that you have been chosen as a Senior HR manager in our business
organisation. Depend upon your interview score, the manager of business firm has chosen
you and we are glad to inform you will be working as a Senior HR manager of the company.
The salary and joined date has been closed by mail. And also, you have been offered 30 days
to take decision regarding date of joining and as per the procedure training session will be
start. If you have any problem related to job position please do let us know. You can contact
us or send email at [e-mail].
If you accept the appointment letter, come to head office for completing other formalities for
joining at that job position.
Please do let us know for any other inquiries.
Sincerely,
Xyz
Director, Human Resource
Intercontinental hotel group
------------------
I hereby assent the HR department position
-------------------
Signature
Date
It is important to give appointment letter to its applicant, because it is a proof of
official joining for the vacant job position available at workplace. The data of joining as well

as salary is also mentioned in offer letter so they can start their work as per guidelines. It is
necessary to have a signature of supervisor before sent the appointment letter to the selected
applicant. Therefore, it is the duty of individual person to check the offer letter in an
appropriate manner because it is authorised document that shows the different roles related to
job position. Therefore, after inspecting as well as receiving the offer letter, applicant will
become subordinate (Hayes, 2018).
3. Demonstrate contemporary knowledge and understanding about the approaches to
performance management and people development in line with recognized best
practice.
Recruitment and Selection – The workforce recruitment procedure is one of a major
aspects for running successful and effective business. Because each business entity
performance is largely based on the quality of their workers, those workers perform their job
effectively and manage different functions which are clearly better for them. Hiring is the
identifying potential candidates for authentic or expected organizational vacancies.
Recruitment is the operation of attracting possible candidates towards the firm or company.
Although selection is the procedure of choosing applicants out of the pool of job candidates
with necessary qualifications and capability to fill up job place obtainable in a company.
Selection is defeatist in its request as it search to remove as many uncertificated candidates as
feasible in sequence to recognize the rights candidates. Intercontinental Hotel adopt various
approaches for performance management and people development some of them are discuss
below –
Workforce planning approach - Workforce planning is the structure of complementing
the supply of individuals, already available staff members and the candidates which can be
hired with opening of the business entity anticipates on top of the given timeframe.
Workforce planning is a procedure through which organizations make sure that they have the
actual number of candidates and right type of individuals, at correct position, at correct or
actual time, have the ability to complete their tasks and activities which help the company in
achieving its comprehensive objectives in effective and proper manner (Holtom and Burch,
2016). Workforce planning is the forward-looking function and subset in the business
planning. Improper planning might lead to over-staffing, increased direct cost, cost of
training, apart from the cost of production.

Training and Development approach - Training and development is the particular
function and is one of the rudimentary effective tasks of human resource management.
Training and development are the procedure of studying a course of the organized behaviour.
This is the procedure through which employees get knowledge and get aware of rules and
procedures which direct their behaviour in the organization. This brings positive and effective
change in the knowledge, skills, and attitude of workforce as regard to the requirement of a
job and company. Training and Development fill the gap between job requirement and
workforce’s current specification. Human resource professional provide training to
employees in order to reduce the chance of accident, upgrade in the quality and standard of
manufacturing, reduction in cost of production (Jenkins, 2018).
Rewards and recognition approach - Recompense and incentives a staff member’s
accepts in return for their benefaction to the business entity. Rewards and recognition occupy
main place in staff member’s life. Employees receive reward and incentives on the basis of
their performance in the organization. Rewards and incentives attract the employee’s
attention and simulate them to work more effectively. This approach includes financial and
non- financial rewards. It acts as an inducement to employees for achieving higher
productivity and profitability for the organization. This also encourages the dedication of the
employees and reinforces available environments and merits where rewards and recognition
promote high levels of presentation, transformation and teamwork.
Performance & People management tool used by four start hotels
Performance appraisal
Performance management is considered as a structured procedure through which the
comprehensive performance of the company can be upgraded by improving the presentation
and performance of employees within a team structure. Performance management is way to
promote higher authorities’ performance by communicating expectations, explaining title role
within a needed capability structure and establishing manageable benchmark. This is the
much wider and difficult function of human resource manager, as it encloses tasks like joint
goal setting, regular success review and recurring communication, comment and coaching
upgraded performance, implementation of workforce evaluation and their plan of action by
rewarding attainments (Jensen, 2017).

Oracle Human Capital Management Cloud
Oracle human capital management cloud is adopted by various four-star hotels
because it is an important tool to manage and maintain the performance of higher authorities
and employees. This tool helps in arranging the difficult tasks and work in effective manner.
360-degree feedback
360-degree appraisal system calculates the behaviours and capabilities manifest by
employees and team in order to achieve objectives. This performance management technique
is the methodological comment and feedback of performance data on employees and teams
obtained from the available grantors in their performance. 360-degree feedback become well
liked currently because of the changes in behaviour of an organizations for their employees,
enlarging highlights the performance measurement, switching management ideas and more
personal attitude. With the help of 360- degree feedback the workforce has the chance to
review the higher authorities and superior, which not run through traditional performance
management system. Four-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 analyse and take review of
employees and increase the level of performance (Khan, 2016).
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 sequence to develop the performance of the staff members.
Personal development plans are also known as individual development plans these are plans
which developed by the companies for individuals working in a company to effectively
reaches the goals with the help of individuals. Five-star hotels develop some action plans to
increase the performance of staff members, they facilitate proper training and development to
employees with the motive to increase the level of performance to achieve the firm’s goals.
Individuals play main role in the hotels so it is the duty of management to enhance or
influence the performance of the individuals (Kireitseva, 2016).
Zoho people
Zoho people are the human resource department 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 four-
star hotels use Zoho people HR software. This HR management software is cloud based and
mainly uses 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 vision and mission in effective manner (Lee and
Ouyang, 2016).
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, proceed Communications Suite, Recruiting Suite, Unifi, iCIMS’ ecosystem of
desegregated partner goods and services, etc. By using this tool or software a four-star hotel
acquires and attracts talented people for the hotels and also manages the recruitment process
effectively (Machli and Tichnell, 2019).
From the above assessment it has been reorganized that four-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 (Maity, 2018).
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 necessary aspect of the training and evaluation which is use to give
efficient 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 professional. The training material used by the human
resource executive at the time of training and development are-
Selecting information for the program – It is job of human resource department to
collect accurate and relevant information for the training program, in order to conduct
effective training for the employees (Rivera, 2016).
Do a performance review – After selecting the training material manger need to
analyse and review all the material of training before conducting the training program.
Identify the purpose of training program – What is the purpose 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 give proper training program to the workforce. Identification
of issues of the trainee helps human resource manager to resolve problems in an effective and
proper manner
If training conducted for specific position than review job responsibilities – It is
important for the HR manager to examine and analyse the roles and authorities of the certain
job specification 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 (Sampath and Young, 2019). The four-star hotels
manager conducts effective training program in order to reach the productivity and
profitability of a company.

CONCLUSION
From the above study it has been concluded that human resource department play an
important role in each and every organization. HRM help in running and maintaining the
performance and functions of the company in proper and effective manner. Human resource
manager is also an essential aspect of the firm it assists in supporting the performance of staff
members in order to enhance the sales, profitability and productivity of the organization. HR
manager face many problems while performing their tasks and activities but they handle all
the issues in effective manner. There are many of organizations those who develop their
knowledge regarding Demonstrate contemporary issue to enhance the quantity of
performance of employees working in the firm. HR professional have skills and knowledge
which encourage employees and boost their confidence to enhance the production of the
company.

REFERENCES
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Rivera Jr, D., 2016. A Pre-/Postcourse Analysis of Distance Education Students’ Attitudes
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Online
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