Analysis of HRM Issues and Practices in the Hospitality Industry

This report examines human resource management (HRM) issues within the hospitality industry, focusing on Intercontinental Hotels and Resorts. It begins by analyzing three contemporary HRM trends: globalization, workforce diversity, and the use of technology. The report then develops a job description and person specification for a Human Resource Executive. Next, it explores performance management processes aimed at minimizing staff turnover, identifying training needs, and enhancing promotions. Finally, the report critically analyzes and revises two existing HR practices and policies. The goal is to provide insights into effective HRM strategies for the hospitality sector, addressing challenges and proposing solutions for improved employee management and organizational success. The report covers aspects like job descriptions, performance management, and policy analysis.

Issues in Human
resource Management
within the Hospitality
Industry

Table of Contents
INTRODUCTION ..........................................................................................................................3
TASK 1............................................................................................................................................3
Research and select three articles on the contemporary issues (Emerging trends) associated
with Human Resource Management in the Hospitality Industry and produce your reflection...3
TASK 2 .........................................................................................................................................6
Design and develop a job description and a person specification from the range of
management positions within your selected hospitality organisation.........................................6
TASK 3..........................................................................................................................................10
Process of Performance Management within your selected hospitality organisation to assist
organisation to minimise staff turnover, identify training needs and enhance promotions......10
TASK 4..........................................................................................................................................13
Critically analysing and revising two existing Human Resources practices and policies. ......13
Conclusion.....................................................................................................................................15
REFERENCES..............................................................................................................................17

INTRODUCTION
Human resource department is being considered as that division of the firm which is
responsible not only for effectively managing the human resource but also for increasing the
workers productivity and protecting the organisation from any issues that may arise within the
workforce (Agarwal and Kapoor, 2022). Compensation, hiring, firing and keeping up to date
with all the laws that can affect the organisation as well as its employees are some of the duties
which are performed by the HR of the firm. This report is going to analyse the various types of
duties which have to be performed by the human resource management. The following report is
based on the Intercontinental Hotels and Resorts which is a well-known British luxury brand of
the UK. The hotel was founded in 1946 by Juan Trippe and the headquarter of the company is
situated in Denham, Buckinghamshire, United Kingdom. The following report is going to cover
the contemporary issues related to the Human resource management and the job description as
well as person specialisation for the selected industry. This report also focusses on the process of
the performance management in order to reduce the staff turnover and the different types of HR
policies and practices.
TASK 1
Research and select three articles on the contemporary issues (Emerging trends) associated
with Human Resource Management in the Hospitality Industry and produce your
reflection.
In the today's era hospitality industry growing at a very large pace and this industry
contribute large amount of share towards the GDP. Excellent quality of services is provided by
this emerging industry to their consumers. As the hospitality industry is basically a service
industry, that is why the human resources department played a very important role in the
organisation (Asfahani, 2021). The human resource department of the hotels are becoming more
productive in the workplace and this can be because of the emerging trends within the hospitality
industry. There is various type of emerging trends which support the HR division of the firm
form which some of them discussed below: -

 Globalization and its implications: - Globalization is being considered as the most
crucial emerging trend which support the Human resource department of the hospitality
industry. Rise in the globalization, get the opportunities to the various firms to spread
their presence in the global market and that is why this emerging trend act as a benefit for
all firms. It is very important for the HR management of the company to carry out all the
task in a very effective manner and for this they have to focus on these emerging trends.
Within the hospitality industry human resource department of the firm played a very vital
role because this sector is basically a service sector (Bhutto and et. al., 2021). The role of
the HR manager within the hotel, is to ensure the diversity of the workers and develops
various abilities in the employees so that they can easily carry out all the given task and
handle the visitors. In relation to the Intercontinental Hotel and Resorts, the HR manager
of the company make sure that all the workers, work in a very effective and productive
manner. The HR department of the company have to develop various forms of
mechanism which support the management in enhancing their revenues and becoming
more competitive in the market. In addition to this, the HR manager of the firm also
develop the different types of effective training programme for their employees in order
to make them more productivity within the workplace. They have to motivate their
employees in regular manner and along with this they have to appreciates their
employees for their excellent working. This result in that, employees of the firm work
harder in order to attain the objectives of the company. The HR manager of the
organisation have to analyse the emerging trend globalization and its implications in a
very effective manner so that can generate more and more revenues in the competitive
marketplace. Along with this manager have to work very hard so that task will be carry
out effectively and all the operations complete in a very smooth way.
 Diversity of Workforce: - this also being considered as the new emerging trend which
support the firm. As the Human resource department of the firm is responsible for hiring
or recruiting the talent within the organisation that is why this division is very crucial for
the chosen hotel. Excellent quality of services is provided by these skilful and talented
employees to their customers. Employees are considered as the main aspects of the firm
because without them the strategies which are made by the management of the company
cannot be implemented. So, it is very crucial that, the HR manager have to hire the

talented employees within the organisation so that they can easily attain the objective of
the firm like enhancing the revenue (But and et. al., 2021). On the other side, HR
manager of the respective hotel have to coordinate with all the level of the management
and hire the employees according the needs and requirement of the different departments.
In addition to this, various skills and abilities like problem solving skill, effective
communication skill, coordination skill and many more have to possess by the HR
manager of the company. With the help of these skills, they can easily face all the
problems, coordinate with the different department and easily motivate the employees in
the workplace. Along with this they can carry out all the operations in proper manner
with the help of this skill in the hospitality industry. It is very important for the HR
manager of the company to adopt this trend within the workplace because this support in
creating diversity within the workplace.
 Use of technology: - in the hospitality sector the increase in the use of new technology is
considered as the most important emerging trend. The HR manager have to change their
thinking on this trend. They must have to adopt new as well as emerging methods of
recruiting within their management so that they can easily understand about the
candidates and hire the excellent talent for the organisation. As each and every individual
within the organisation knows that the business environment is changing all the time this
is only because of the dynamic needs of consumers. By adopting these new technologies,
they can work according to the need and preference of the consumer. In relation to the
Intercontinental Hotel and Resort, the management of the hotel implement different types
of new tactics and strategies by which they can easily attract huge number of customers
towards their services. Generating more and more revenue is the most important
objective of the chosen hotel and in order to attain this objective the HR department of
the company have to change the way of thinking to do the duties. In addition to this, to
solve the workplace conflicts they have to identify the various types of methods and by
utilize various online platforms they can easily recruit talented candidates for the
company. With the use of new technologies, the management of the intercontinental hotel
can provide the online services (Chandran and Abukhalifeh, 2021). So, by adopting new
technologies within the management the HR department of the respective company can

perform their different responsibilities effectively and design effective training
programme which assist in improving the productivity within the workplace.
TASK 2
Design and develop a job description and a person specification from the range of
management positions within your selected hospitality organisation.
Job description:
The job description or the JD is basically a written narrative which not only describe the
general tasks but also describe the duties and responsibilities which are related to the position.
Under this scope, duties, responsibilities, task, conditions of working and many more are
described. In addition to this, the job description may also specify the specification such as
qualification or the skills required by an individual for the position or to meet the needs of the
job. Job description is usually developed for conducting the job analysis which comprises of
analysing the task and sequence of task in order to perform the job (Farrukh and et. al., 2021).
When there is hiring in the organisation, this written document is used in order to give
information to the candidates about the what is the requirement of the job position and what type
of skill, ability and qualification required. So, this basically display whether the job profile is
relevant to the candidate or not.
Intercontinental Hotel
Job title Human resource executive
Purpose of the job The first and the foremost aim of the workers is to hire the talented
work force according to the need and requirement of the different
department of the company, so that they can attain all the objective of
the company in a very effective manner. Along with this they have to
formulate different types of training and development programme for
the employees which result in improving their skill and ability. The
Human resource executive must be creative and analytical and have an
experience of managing the employees within the company. In

addition to this, they have to coordinate with all the levels of
management as well as different department of the firm so that they
can hire the talent they require.
Location London, England
Responsibilities
and duties
 Develops the effective human resource strategies and planning
and look over them.
 Hiring the talented workforce according to the need of
department.
 Design effective training and development programme.
 Develop the effective workplace policies.
 Monitor the performance of employees.
 Maintain the positive and effective working environment
within the workplace.
 Resolve the conflicts between the employees and ensure their
Health and Safety.
 Reward and appreciation for their employees.
Educational
Qualifications  A track record with sourcing, recruiting and closing
extraordinary talent
 Undergraduate degree in any division from a well-known
educational institute.
 Secondary education from with more than 50% marks.
Required skills  Good team-work skill
 Being organised
 Communicate with other in effective manner
 Lead by examples
 Problem-solving skill
 Comfortable in taking as well as making the difficult decisions.
 Risk taking ability

Person specification:
The person specification may be defined as a description of the qualification, skills,
knowledge and other attributes which must be possess by the candidates in order to perform the
job duties. The person specification has been taken form the job description and these
specifications have to meet the requirement of the hiring process. In short-listing of the
candidates or in the personal interview the person specification plays a very important role. This
is being considered as the most important tool which not only assist in communicating all the
qualification but also help in communicating the experience which an individual possesses and
find a desirable candidate. This also assist the job seekers in identifying that whether they fit for
this job profile or not.
Basis Necessities or essential Desirable
Educational qualification  Bachelor’s degree or
equivalent work
experience in human
resources, Labour
relations or business
 Excellent in Microsoft
Office applications and
Human Resources
Information Systems
(HRIS).
 Fluent in English
communication.
 Degree of marketing
and finance.
 Member of the
Chartered Institute of
Personnel and
Development
(MCIPD).

Experience  Have an experience in a
firm as an HR executive,
comprises of policy
development and
management.
 Advising managers on
employment law issues
such as discipline,
absence, capability.
 Management of
employees.
 Implement the laws into
best practice employment
policy, procedure and
advice.
 Experience of working
in a charitable
organisation as a
volunteer.
 Leading on trade
union consultation
 managing the staff
development.
Knowledge and skills  Excellent knowledge of
employment laws,
employee relation and
organisational planning.
 Effectively face the
difficult situation and find
the excellent solution.
 Strong Knowledge of
information technology.
 Excellent written and
verbal communication
skills
 Excellent interpersonal
skill
 Managing the on-going
 Familiar with the local
areas of London.
 Full knowledge of
human resource
management policies.

projects effectively.
Other requirements  Committed to their work
and self-motivated
 Car owner/driver – clean
driving licence and
business insurance
 Flexible working
approach: - able to
work after the working
hour, able to work
form any place.
TASK 3
Process of Performance Management within your selected hospitality organisation to assist
organisation to minimise staff turnover, identify training needs and enhance
promotions.
Performance management is basically a process which assist the management of the
company in order to identify and evaluating all the activities that is done to attain the set
objectives. In the performance manage individuals as well as organisation is being considered as
the two main aspects of the performance management (Haldorai, Kim and Garcia, 2022). For
identifying the performance of the employees, the performance management process is
considered as the most important process because this comprises of effective communication
between the employer and the employees. In relation to the Intercontinental Hotel and Resorts,
the performance of the employees is overlooked by the manager of the company on regular basis.
With the help of this they can take the necessary actions and control the negative aspects. If the
performance of the workers is continuously track by the manager of the company, then this not
only assist them in knowing the level of productivity of the employees but also help in
motivating the employees. Following is the process of performance management in context to
the Intercontinental Hotel and Resort has been mentioned below: -
 Planning: this is the first stage in which the goals and aims of the firms has been
communicate to all the employees of the company so that they can achieve them. In the
job description the goals are shown so that only those employees are attracted who have
the ability to attain these goals. In relation to the intercontinental hotel, goals are
effectively conveyed by the management to their employees so that they can easily

achieve them (Hayes, 2021). The management of the respective company delegate the
task in equal manner and according the skills of the employees so that they can carry out
the task with utmost productivity.
 Monitoring: - the performance of the employees is being measured and monitor in this
stage. The manager of the company looks over the work which is done by the employees
and make sure that whether they work as per the set standard or not. In relation to the
Intercontinental hotel, the manager of the company uses the specific software not only for
tracking the performance of the workers but also for the comparing their performance and
manage their performance without any mistake. The real time performance of the
individual employee can be measured with the help of software which enhance their
performance.
 Developing: - this is another stage in which development of the changes taken place. The
manager of the company reviewed all the data which is collected and rectified the
mistake by making changes in order to achieve the goals. In context to the
Intercontinental Hotel, the management of the company offer trainings, assignments and
various courses to their employees so that better understanding towards the goals can be
developed within them.
 Rating: - in this phase the manager of the firm give rating to their employees according
to the work which is done by them and that is why this is considered as the most
important phase of this process. In context to the intercontinental hotel, on periodically
basis rating is given by the manager of the company so that effective changes can be
made in their working. In order to rate their employee’s performance, the manager use
the 360-degree feedback process.
 Rewarding: - this is being considered as the last stage of this performance management
process in which include the development of the reward programs, social recognitions
and many more in order to motivate the employees (Islam and et. al., 2022). This not only
enhance their productivity but also improves their performance. In context to the
Intercontinental hotel regular as well as continuous rewards programme are developed by
the management of the management of the firm so that they always remain motivated and
fully satisfied with their job role.

Employees turnover may be defined as that proportion of the employees who leave the
firm within a set time period. The employees turnover rate expressed as a percentage of total
workforce numbers. Following are the various types of method by which employed turnover can
be reduces which have been discussed below: -
 Hiring the right people for the workplace: - it is the main duty of the manager of the
human resource is to hire the right people for the workplace. They have to focus on the
skill and capability which are possess by the candidates and select only those employees
which are fit for the job profile. If the employee is satisfied with the job role, then they
work with full productivity towards the attaining of the set goals. In relation to the
Intercontinental Hotel, the HR manage of the company only hire the talented workforce
within the management. In addition to this, they also provide proper training to their
employee’s so that new skills communication, problem solving and many more as well as
competencies has been developed within the employees.
 Prioritizing employee’s happiness: - the management of the company not only have to
focus on the well-being of the employees but also have to develop the healthy and happy
working environment for them. This not only satisfied the employees with their job role
but also reduce the employees’ turnover rate. In relation to the intercontinental hotel, star
programme is designed by the management of the company for their employees so that
the retention rate of the employees can be improved and along with these fair practices
have to implement by the manager of the firm (Khan, Khan and Bodla, 2021). Within the
organisation the retention rate of the employees is very low and this is only because of
the failure of the programme. The Human resource department of the company are started
thinking out of the box which give assistance to the hotel management in promoting and
motivating the employees within the workplace.
 Keeping up with the market and offer competitive salaries to the employees: -
Managing it with the market place and provide several sort of competitive benefits to
their workers. Such sort of factors will help in decreasing the level of staff turnover. By
effectively measuring and analysing the market situation and offering employees with
competitive benefits will supports the business in retaining the most suitable employees
and as well as staff faculty. The management of Intercontinental hotel are applying and
following effective promotional strategies to maximise their workers potential and

productivity in a suitable and as well as effective sort of manner. It is an essential role
that is played by the incentives in encouraging their staff faculty. Such sort of the factors
will enable their workers to maximise their efforts and presentation in the business of
management. After attaining effectiveness become more suitable and support the
business of management in maximising their term of the revenue in the field of the area
of the market place (Khdour, 2021). The respective management of the hospitality sector
might require to promote diverse sort of the workers that are based on their abilities and
as well as skills. It will be advantageous not just for the business but also for their staff
faculty and managerial workers in an effective and as well as efficient manner in the field
of the area.
TASK 4
Critically analysing and revising two existing Human Resources practices and policies.
Human resource practices
The overall efficiency of the work in the workplace is manage by the human resource division of
the company. This includes various forms of business practices in management like planning,
organising and communication. Within the organisation, the HR manager support to attain the
market-specific goals effectively.
 Employee Conduct Attendance and punctuality: - This is being taken into
consideration as the most common human resource practice (Khdour, 2021). It is very
important for the HR manager of the company to regularly carry out the honest practices
within the hotel group. Technical software is used by the HR management of the
Intercontinental Hotel to ensure the punctuality of the workers within the organisation.
As the hospitality industry is being considered as the service-based industry so that is
why in this sector hiring of the excellent employees is considered as the most important
aspect. The staff members of the company have to provide luxurious as well as excellent
services to their visitors or guests within the hotel. In order to their performance the HR
manager of the need to practice the communication skill, with the help of this skill they
can effectively organized their work.
 Knowledge sharing: - This is also being taken into consideration as the most important
HR practices to make sure that each and every critical knowledge and data is shared in a

well-timed way inside the business enterprise. This not only enhance the coordination but
also improves the collaboration which facilitates in enhancing performance of the
workers (Kravariti and et. al., 2021). The Intercontinental Hotel and Resort HR Manager
organizes conferences and meetings with a purpose to discuss the vital information, so
that each one workforce contributors and stay updated on regular basis. This presents
direction and creates a way for employees to successfully carry out the allotted task in a
particular direction. They utilize a particular database, so the information as well as the
data wishes to be retained within the company for a long period of time. Intercontinental
Hotel Human Resources Manager develops progressive ideas, every day policies and
regulations, and preferred situations in order to make sure the smooth functioning of the
operations. To assist a business enterprise in obtaining its desires and objectives, it's
critical that the HR managers track the expertise sharing practices.
Human Resource Policies
The Human resource policies are designed in order to make sure that the manager of the
company is effective within the firm. These guidelines will help in make strong decisions in
order to balance their work (Lei and et. al., 2021). In respect to the hospitality industry the
Human resource policies are very essential. With the help of these policies the hotel group can
work in the market effectively and the HR managers perform their duties responsibly.
 Employment Classification policy: - this policy is basically a part of the FLSA Fair
Labour Standards which support the management of the company in order to deal with all
the things in a very productivity manner. This result in that, this brings additional benefits
for the company. It is very important for the HR manager of the company to fairly
manage the employee performance like if employee complete the given task within the
set time limit and they are productive within the workplace, then they have to give
verities of benefits and incentives to them. The HR manager of the Intercontinental Hotel
give the rank to their employees according to their productivity and efficiency for their
organization.
 Safety and health policy: - this policy assist the management of the company in order to
make sure that the all the workers of the organisation work within the company without
the health problems (Luo and et. al., 2021). If the worker not feel safe or feel sick, then it
is the duty of the HR manager to contact with the doctor immediately. The manager of

the Intercontinental hotel is subject to the Industrial Safety and Health Act, this act binds
all the organisation. If work-related illness is suffered by the worker, then it is the duty of
the HR manager to provide the best solution to them so that they feel safe.
Conclusion
From the above report, it can conclude that the HR department plays a significant role in the
company as it helps in performing all important tasks. They work effectively and provide the
best possible support in all areas of the company in order to meet all the requirements to achieve
their goals. To maintain appropriate dignity within the firm it is very vital to resolved all the
issues and conflicts. This report concluded three articles on new trends related to HR
management and job descriptions as well as the personal specifications. This report also
concluded the concept of performance management process in the hospitality sector in order to
improve promotion, minimize employee turnover, and identify training needs. HR policies and
practices are also concluded in this report.

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