Emerging Trends and HRM Issues: Intercontinental Hotel Report

This report analyzes human resource management (HRM) issues within the Intercontinental Hotel, a global chain. It begins with an overview of emerging trends and challenges in the hotel industry, such as globalization, technology adoption, and managing change. The report then delves into the creation of a job description and person specification for a supervisory position, detailing 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. Finally, the report provides insights into training materials for new HR managers, aiming to enhance their skills and knowledge for effective HRM practices.

Issues in Human
Resource
Management

Table of Contents
Introduction................................................................................................................................3
MAIN BODY.............................................................................................................................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.............................................................................................................11
Personal development plans (PDP)......................................................................................11
Zoho people..........................................................................................................................12
iCIMS Talent Acquisition....................................................................................................12
4. Training material for new human resource manager........................................................12
CONCLUSION........................................................................................................................13
REFERENCES.........................................................................................................................15
Books and journals...............................................................................................................15

Introduction
Human resources management is that field of organization management which is related to
fulfill the needs of human resources in organization. This department includes recruitment,
selection, placement, orientation, training, development, performance appraisal, and reward
mechanism and compensation management of human resources of organization. There are
number of issues in a hospitality industry related to human resources management.
Intercontinental hotel is chosen organization in this report which operating in UK. It is a
chain of hotel which is registered under the star category and operating their businesses at
global level. The main objective of hotel is to provide high quality services to its customers
and retaining them for a long period of time within organization. In this report, there will be
analysis of emerging trends and issues associated with human resources department of a hotel
industry. In the middle of report, there is a design and development of job description of a
person specification for the post of supervisor in organization. It also includes the
demonstration of some contemporary skills and knowledge which are related to specific
approaches in context of organization. In the end of this report there will be analysis of
training material for human resources of organization for the purpose of their development
(Acharjya, and Ahmed, 2016).
MAIN BODY
1. Emerging trends and issues associated with human resource department in Hotel industry.
As per the opinion of (Banks and Ballard, C., 2017), there are numerous changes as well as
issues arise within hospitality sector. There are many trends has taken place that leads to
complete revolution in this sector. The main objective of HR Manager is achieved goal and
objective in short span of time. Therefore, it is necessary for human resource department to
recruit highly skilled, talented and competent candidate in order to accomplish vision of
business organization. In context of hospitality industry, there are a lot of issues and
challenges faced by the HR professional at workplace.
From the point of view of (Budhwar and Mellahi, K., 2018), Furthermore, there are different
challenges faced by human resource department in order to manage the subordinates in an
effective manner. In present context, the globalization imposes direct impact on business
organization across the world. Therefore, it is necessary to tackle these challenges in an
effective manner. Apart from this, there are different person coming from various countries in

order to grab job opportunities, career progression and many more. Thus, it is the
responsibility of HR professional to handle the effect of globalization within hospitality
industry. It is to be tackled in such a manner that leads to increases the profit in upcoming
period of time. For boosting profit, it is important to have a maximum efforts can be made by
employees as well as whole workforce. In addition to this, the talent and competence of staff
member is utilized in such a manner that helps in increasing productivity as well as
profitability level within hospitality sector. In addition to this, it assists in increasing the
success and growth in upcoming period of time.
According to the viewpoint of (Cherry and Jacob, 2016), technology plays a crucial role for
success and growth of business organization. In context of hospitality sector, it is necessary to
implement advanced technology for performing different activities and tasks in an effective
manner. Therefore, it is one of the major issues and challenges which are faced by HR
manager at workplace. In addition to this, technology imposes both favorable and adverse
impact on business activities and function of business organization. Sometime, technology
generates operational issues and problems for the HR manager. Beside from this, in hotels,
the use of technology is made in different aspect such as restaurant, front office as well as bar
and many more. Thus, it is the duty of human resource department to handle this sector in an
effective manner. The HR practitioner must have skill and knowledge regarding updated
technology that helps them in performing difficult task in easy way. It assists in executing
different functions and operation of business organization in an effective manner.
As per the opinion of (Díaz, Martín and Rubio, 2016), moreover, there is another major issue
and challenges which is faced by HR professional for managing change at hospitality sector.
In addition to this, it is important for HR manager to assess the effect of external
environmental factor within business organization. There are a lot of changes which take
place very frequently within hospitality industry. Apart from this, it is important to have an
upgradation in technology as well as globalization which take place in hospitality industry. In
addition to this, it is necessary to have an innovative revolution such as turnaround,
renovation, improvement and many more in order to achieve success within hospitality
sector. Beside from this, it is compulsory to tackle changes in such a manner that leads to
achieve favorable results which is important for human resource department. And also, HR
manager encourage employees to adopt the changes which has taken place at workplace. It is
one of the complex issue and challenge faced by the human resource department in
hospitality industry.

On the basis of above mentioned point of view of author, it is important for human resource
department to improve a wide understanding regarding the issues and challenges which arises
at hospitality sector. In addition to this, there has been an extensive change taken place in
external environmental factor which imposes both favorable and adverse impact on operation
as well as functioning of HR manager within hospitality industry. Due to increasing growth
of hospitality sector, the role of HR professional plays an important role in business
organization. In addition to this, the major issue and challenge which is faced by human
resource department is globalization. It is necessary for company to adopt globalization for
performing its business activities and function across the world. Therefore, it has been
observed that there are a lot of issues and challenges faced human resource executive at
hospitality industry. The difficulty arises in case of recruitment and selection to fill the vacant
job position at workplace. It is the responsibility of HR professional to hire talented,
competent and knowledgeable candidate in order to perform different task and activities in an
effective manner. In addition to this, sometime, there is a highly qualified applicant apply for
the vacant job position within hospitality sector. Therefore, it is important for recruiter to hire
that candidate who is advantageous for the business organization (Helmreich and Merritt,
2017). Due to globalization, there is another issues arise which is diversity at workplace. It is
also an important issue and challenge which is faced by human resource department in
hospitality sector. Therefore, the main purpose of HR manager is to reduce the impact of
diversity which imposes adverse impact on business activities and function within hospitality
sector. Therefore, the manager must treat fairly with all employees in order to motivate them
towards achieving goal and objective in short span of time. There are a lot of person comes
from different culture and heritage to execute their task and activities in better way. Thus, the
human resource department recruits that applicants and give them basic pay. They also
maintain appropriate balance among the cost which is incurred in taking care of employees as
well as having highly talented candidate at various levels within hospitality industry (Kagan,
2018).
2. Design and develop a job description and a person specification of a supervisory position
from the organization.
Applications of HRM practices
For business organisation, it is impossible to perform its functions and business
activities in proper manner if there is no HR manager in organisation. That’s why an HR
manager plays an important role in the growth with achievement of its goals and objectives.

There are various functions which human resources manager performs in organisation like
wiring selecting and conducting training session for employees in organisation. In reference
to intercontinental hotel group, HR manager play important role in regulating and controlling
the policies and process in organisation with efficient way. Here human resources department
perform number of activities like planning development motivation and many more which
help in increasing functions of organisation (Kanki, 2019). It also focuses on using resources
optimistically which will boost the profitability and productivity in organisation for some
time period. Training and development is an important function of human resources manager
which it perform in organisation as it will increase the efficiency is of employees who work
in organisation and ultimately leads and profitability and effective human resources
management because of increased ability of employees. There are different rules and
responsibilities which HR manager has to play in intercontinental hotel which are mentioned
in job description below:
Job Description
Job Details
Job - HR manager
Firm - Intercontinental hotel group
Purpose of Job
The main purpose of job is to boost the skills of person as well as resources in an organisation
which can help firm in increasing its sales and revenue organisation. It has to identify the
opportunities organisation which helps in getting success in its market operation for
innovative development.
Roles and Responsibilities
 To perform function in effective manner where it can perform multiple function
equally and easily.
 To maintain discipline in business organtional, this can help in better productivity of
different function.
 Guide employees in direction of firm goals and objectives with helping them in

boosting their performance.
 To form effective strategies which can help firm in getting access to number of
opportunities and develop its objectives with maximizing profits.
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
 Must have good
communication skills
and ability to solve
conflicts in firm.
 Must have bachelor
degree from a
recognized
university.
 There must be
capability of leading
other peoples in
organization and
making good
decisions according
to capability of other.
 Must be our speaker
as well as ability to
face challenges.
 A good knowledge in
the area of
management and able
to apply tools and
techniques of
management in
organization.
For performing business operations and bringing smoothness in process of
recruitment and selection, it is important to provide this application form and job description
to candidates, For identifying their knowledge’s and giving them information about the job. It

is Responsibility of HR manager to choose the talented and capable candidates for filling the
working job position at workplace. At intercontinental hotel group the manager offer
application form which have all the description of job for or giving in Idea of job to
applicants (Lasserre, 2017).
Interview: Intercontinental hotel group, selecting the candidate for the job there is an
interview which contains some questions about the firm job position as well as background.
This process is time consuming but helpful for organisation is it identifies the skills and
knowledge of candidate who are interesting for the job, some of these quotations are
mentioned below:
 Why do you want to originate to be HR expert?
 How will you challenge as well as handle secondary within business association?
 What are the principal roles as well as responsibilities of HR manager in business
secure?
 Do you reason Intercontinental hotel group is the right place for your career
development?
 Are you tranquil 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.
Job Offer Letter
Mr/Ms XYZ
Address: ABC
Pin code: XXXXX
Dear Mr/Ms XYZ
This letter is send it to you for updating and information about your selection at the post of
senior HR manager in organisation. According to your interview score the manager of
business firm you are selected for the post of senior manager in our company. We hope that
you will work with us and get a good experience of working in an organisation. The
compensation and joining date has been listed in mail. You have 30 days’ time period for

deciding about the job. After this training session will be conducted for a period of 15 days. If
you are interested in the job then you can send email to xyz [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,
PQRS
Director, Human Resource
Intercontinental hotel group
------------------
I hereby assent the HR department position
-------------------
Signature
Date
It is important part of recruitment process give appointment letter applicant because it
works as proof for company about official joining of a candidate on the vacant post in
organisation. This also help in maintaining a record employment organisation on different
post and can be used in future for further recruitment. This also helps in fulfilling the
guidelines which are necessary for compiling with the law of nation where organisation is
working.
3. Demonstrate contemporary knowledge and understanding about the approaches to
performance management and people development in line with recognized best
practice.
Recruitment and Selection - Recruitment selection is a process of hiring employees in
organisation. Every organisation depends on this process as it helps them in fulfilling
requirements of workforce. Every business performance is largely depend on the quality of
their worker and this will help organisation in effectively management of various function.
Recruitment process discovers a potential workforce for organisation which is capable of
doing business activities. For this it identify the pool of candidates market divide this school
according to the capabilities and ability to perform the job (Liu, Gong, Zhou and Huang,
2017). The best candidates are selected for the job of organisation and placed at the right

place selection is a negative process because it eliminate the selected candidates according to
their qualifications and abilities. Intercontinental hotel also adapt number of approaches for
selection and recruitment of employees in organisation which are discussed below:
Workforce planning approach - the workforce planning that system which
identify the requirement of employees by evaluating the jobs within the organisation identify
the need of work force for particular jobs in organisation. Part of human resources plant
where managerial person identify the right number of people which are required to perform
jobs in organisation. Be classified with peoples according to the time capacity and efficiency
which is required to perform job effectively. It can also be said as a forward looking function
this is because it includes planning for decreasing the cost of training and their production
which are associated with human resources.
Training and Development approach - training and development is that approach of
organisation which is related to increasing the abilities and efficiency of employees in
organisation. This is done through regular practice of the job which employees to perform in
organisation. This directly impacts on their performance as regular performing of job in able
them to get shipping their skills in organisation. This is an important approach it bring
positive changes in organisation in form of knowledge and attitude of towards the basic
requirements of job in.it helps in eliminating the difference between the job performance and
job requirement in organisation (Moutinho and Vargas-Sanchez, 2018).
Rewards and recognition approach - according to this approach reward and incentive plan
important role in retaining employees in organisation and increasing their contribution
towards firm. This is because if employee receives rewards according to their performance
then they will get motivated to perform more for organisation this will increase their
performance as well as well as profitability of organisation and ultimately increase the
productivity in operations. Effectively reward management is duty of HR manager which
state has to use accordingly. In context of continental hotel where it increase the commitment
of their employees and dream force existing culture and values of employees by providing
them adequately according to their performance as well as increase their performance with
some extra incentives (Noe and Kodwani, 2018).
Performance & People management tool used by four start hotels
Performance appraisal

Performance appraisal is that tool of management which help meeting regular review the
performance of employees and their overall contribution in organisation this is also known as
annual review for performance review and evaluation. It includes evaluation of sales
achievement growth and lakh of performance in organisation of employee. In context of
continental hotel HR manager use performance appraisal to identify the picture of employees
in a form of feedback and justify their pain according to their performance in organisation as
well as termination decisions on the basis of it (Owusu and Asumadu-Sarkodie, 2016).
Oracle Human Capital Management Cloud
Oracle human capital management cloud is accepted by numerous four-star inns
because it is a significant instrument to achieve and uphold the recital of higher authorities
and staffs. This tool helps in positioning the difficult responsibilities and work in real manner.
360-degree feedback
360-degree feedback employees and in identifying their abilities for increasing their
performance, this is the popular system which help organisation in adoption of changes and
making their employees expert by increasing their performance and using the change
management process in organisation, this help organisation in managing the performance of
mobiles in comparison of traditional performance management system. This system is used
by continental hotel to collect the feedback from employee, manager, supply and superior for
managing their performance and responding the feedback efficiently (Ozturk and Tatli,
2016).
Personal development plans (PDP)
Personal development plan are those which are produced to develop and action plan for
employees within organisation for measuring and analysing the performance of employees,
Decision strategy which is developed by an organisation for measuring performance of its
employees. There are number of personal development plants which can organisation can use
at individual or group level in its functioning. This will help organisation in achieving its
goals and objective on specific time. Hotel industry some action plans which can enhance the
performance of employees by providing good training and development for motivation
motivating their performance in goal directed behaviour.

Zoho people
It is human resources management software which is developed by the company Zoho for
small medium and large scale enterprises. It provides HR solutions to different business
entities where they can manage the activities and task related to their employees. Design
shirts that employee of organisation can work at their full capacity and ability for fulfilling
the needs of company. For hospitality industry which is operating in Star category this
software provides cloud base system where company can use its data for managing human
resources and maintaining good relationship with customers in organisation (Prakesh, Sherine
and BIST, 2017).
iCIMS Talent Acquisition
it is in talent acquisition software which help company in attracting influencing and
hiring peoples in organisation according to their performance. The software has a fuse
database where it provides services to company for acquiring highly talented employees in
organisation. This simplifies the process of recruitment by analysing and identifying the
qualities and abilities of individuals according to the job requirement. This tool can help in
recruitment of hotel staff according to the needs. It includes tool of recruitment marketing
sweets advancement communication sweet hiring sweet and number of ecosystem services
which can be utilised by hotel to attract talented people towards the organisation and
managing their field.
4. Training material for new human resource manager
In organisation, HR manager play vital role in business they are the sources through
which profit and efficient employees are generated for firm. It is responsibility of entity to
provide HR manager with necessary training materials which are required by them in training
process. Every enterprise conducts training and which means requirement of materials will be
always there. There are various types of training materials such as power point presentations,
hand-outs etc. Also, manager and HR of the company make ensure that such materials are
available in firm and are used when required by human resources manager. It is important to
analyse which materials most crucial so that proper planning as well as decisions are taken
accordingly. Such type of training materials are discussed below-
Selecting credentials for programme- In firm, when training is to be conducted it is
advisable that human resource manager of firm should collect and gather necessary