HRM Challenges and Solutions: A Report on Golden Lion Hotel's Issues

This report provides a comprehensive analysis of the human resource management (HRM) issues faced by The Golden Lion Hotel. It begins with an introduction to HRM concepts and the specific context of the hotel, followed by an examination of contemporary issues and emerging trends in the hospitality industry. The report then delves into specific challenges such as employee turnover, productivity, consumer relationships, and the adoption of technology. It includes reflections on articles addressing recruitment, employee relations, and change management. Furthermore, the report outlines the design of job descriptions, person specifications, and performance appraisal methods for a receptionist role. It synthesizes performance management processes to minimize staff turnover, identify training needs, and enhance promotions within the hotel. Finally, the report includes a critical analysis and revision of existing HR policies and practices, offering recommendations for improvement and communication strategies.

ISSUES FACING BY
THE HUMAN
RESOURCE
MANGEMENT

Table of Contents
INTRODUCTION ..........................................................................................................................3
TASK 1 ..........................................................................................................................................3
Contemporary issues and emerging trends associated with Human Resource Management in
the Hospitality Industry ...............................................................................................................3
TASK 2............................................................................................................................................5
1. Search and select three to five articles on the contemporary issues and emerging trends
associated with Human Resource Management in the Hospitality Industry and produce your
reflection......................................................................................................................................5
TASK 3............................................................................................................................................6
2. Design job descriptions, person specifications, performance appraisal methods and criteria
to evaluate the performance of individuals. ................................................................................6
Person specification for the job role................................................................................................9
3. Synthesise and conceptualise the process of Performance Management within the
hospitality industry to assist organisations to minimise staff turnover, identify training needs
and enhance promotions............................................................................................................10
4.Critically analyse and revise two existing HR policies and practices from your organisation
and communicate to all employees............................................................................................13

INTRODUCTION
Human resources management is a very effective and plays an important role in the
company. HRM support the company to gain competitive advantages and become effective
and successful in the market. As workers are also very important part of the company
because they help the company to grow in the market (Li and Qian, 2018). But Now a days,
there are various kinds of problems and issues is facing by the human resources
management team. So here, the report is going to discuss about the problems which are
facing by the human resources management of The Golden Lion Hotel. The hotel Golden
Lion is very luxuries and situated in the Green, Hunstanton PE36 6BQ, United Kingdom.
This hotel provide luxurious services to their consumer in the form of hotels, clubs. Due to
operating on the large scale, they are facing several issues regarding the human resources
management so, this report is going to conduct few strategies which help the company to
overcome the problems and issues.
TASK 1
Contemporary issues and emerging trends associated with Human Resource Management in the
Hospitality Industry
What is the concept of HRM
Human resources management is concept of hiring, recruiting, selecting and providing
assistance and training and development. It is also help the company in the form of employing
the applicants, educate them, developing laws and policies which are connected to them and their
safety and also make some strategies to retain the workers towards the company.
Role and Function of HRM
There are various kinds of roles and function of HRM in order to work and operate the
business successfully with effectiveness.
Recruitment and Selection: Recruitment and selection is the process in which the interviewer
recruit the candidates and select the best and appropriate applicants for the company. So that they
produce and generate most positive outcomes.
Performance Management: Performance management is also important and very basic and
imp;important function of HR. In this HR of the company analyse and check the performance

and work of the employees and get feedbacks from their colleagues. So that they can improve the
performance of the workers.
Compensation and Benefits: Compensation and giving rewards and advantages to the workers is
the key to encourage and inspire the workers towards their workforce and towards the company.
Compensation can be divided into two parts and which is primary and secondary. In primary
compensation the company directly give the money for their performance and work but in
secondary the company are using non-monetary rewards and benefits like pensions, car, laptop,
extra holidays and many more.
Issues and challenges faced by human resources management:
There are various issues and challenges which is faced by the organisation or The golden
Lion hotel in terms of productivity of the workers, their capabilities, thought process and many
more things which create impact on the company growth and efficiency.
Turnover: Turnover rate is going to effect on the business very badly and also give negative
impact on the existing workers who are satisfied with their job role (Pettigrew and Starkey,
2016). So its become major issues for the company because employees turnover directly
effect the cost factors of the company. So The company are much required to focus on the
staff turnover rates. This factor also create impact on the productivity of the company and on
their image in front of the market and in front of the employees.
Productivity: It is also become more challenging for the company to enhance and develop the
productivity of the employees continuously so that they can give better efforts and generate
positive results for the company. For maintaining performance and quality of the workers an
company are required to quick, smart and innovative strategies so that they can improve the
efficiency and productivity of the workers and company.
Relationship with the consumers: Now a days the taste and requirement of the consumers has
been changing rapidly and when the company is not fulfilling the requirements of the consumers
then it will effect on the relationship in between them. So it also become become very
challenging for the company to maintain the connection with their consumers and keep up to
date about the market trend in order to build the better relationship and customer satisfaction.
Technology: Adopting new technologies according to the trends is also become much
challenging for the company. As the technologies has changing rapidly and its become quite
difficult for the company to understand the new procedures of each techniques and make the

workers understand about the new technologies. Sometimes this procedures is become much
time consuming process. The hospitality sector has flexible and large workforce .
TASK 2
1. Search and select three to five articles on the contemporary issues and emerging trends
associated with Human Resource Management in the Hospitality Industry and produce
your reflection
There are several issues and problems facing by the human resources management team. The the
golden lion Hotel are facing some challenges in issues which is regarding motivation recruitment
retention of employees corporate culture and about the Change management and many more
issues. Moreover modification in functions and role of human resources management team is a
major and key element for developing several changes and challenges for the company. There
are some few articles on the contemporary issues and increasing the Trends that are connected
with the human resources management team in the sector of hospitality.
Recruitment and selection: Selecting and finding the best applicant for the job is a very tough
and difficult task for the HRM and the most basic issue for them. They have to create an
modifications accordingly. The correct and appropriate candidate is much required for
maintaining the growth and sustainability of the company. If the candidate is not applicable for
the job and for the company the n it will harm the company effectiveness and also create impacts
on the performance of the company. Negative applicant can also create an impact on the
motivation level of the employees because their negative thoughts and behaviour change the
mindset of the other employee and create affect on their thought process. So the problem and
issue of recruiting and selecting best and finest candidate for the organisation is quite difficult
task for the company.[ONLINE]
Balance among Management and workers: The human resources management team has to
power and duty to maintain and build the good relationship among them because when the
relationship and good bond among the team create effective team work with more efficiency.
But Now a days because of different mindset and attitude changes in the individuals create an
challenges and problems for the managers and for the company to build the relationship among
the team. The another factor which is facing by the human resources management in this reason

is partiality, this is also an key factor because in the company this factor is also plays major role.
Partiality among the employees will leads to less motivation and jealous factor in the workers. So
the jealous factor will increase the chances of miscommunication and conflicts among the team.
[ONLINE]
Change Management: Change management is also an leading factor which affect the
organisation very rapidly. As In today’s time the changes and modification in the company is
much required for adopting something new and manage the company according to the
requirements and trends. So it’s become quite difficult for the management team to handle the
changes in the company because The one change can create impact on the entire structure and
stragies which are made by them in order to direct the plan. It also becomes very difficult for the
employees and workers to adopt the new changes because its take time to make comfort zone
and adopt the things. As changes and modification needs high skills and innovative candidates in
order to manage the changes with effectiveness. High skills and effective candidates required
good training and development session so these all these factor create several problem and create
so much obstacles for the company in order to manage and direct the changes. [ONLINE]
REFLECTION
From the above mentioned articles, I analysed that there are several issues and challenges
which are facing by the Golden Lion hotel in context of Human Resource Management team in
the company. Change Management, training and development, recruitment and selection These
all the factors create so much problems for them. According to me for managing all these factor
they have to focus on better and effective management team. An effective and better
management team help the company to avoid the problems and risk factors from the company
and also develop the company towards the growth and success.
TASK 3
2. Design job descriptions, person specifications, performance appraisal methods and criteria to
evaluate the performance of individuals.
Managing potential workers is very important for any company because as these workers are
main reason behind the successful effectiveness and growth of the organisation in order to
select and hire most potential candidates and Associates and no their working abilities for

the purpose of organisation appropriate methods of selection and recruiting is much required
because these method involve understanding and evaluating of job role and the qualities
which are required for accomplishing the goals and targets of the company (Ullah, Rahman
and Thompson, 2018). These methods and factors are prepared in the following documents
and documents are job description which are mentioned below:
Job description: it is very important procedure for selecting and recruiting the
candidates for vacant post in the company and in the hospitality sector. Job description provides
all the details and information about the job role, qualities and skills which are required by the
company for their vacant post. The main aim and target of creating job description is to make
employees or candidates more aware about the qualities and skills are required by the company
in order to perform a task and accomplishing their goals and targets. The job description also
helps the candidates to know about the process and prepare themselves accordingly for the
interview(Moh’d, Mohammed and Saiti, 2017). This process will make easier for human
resources management team to perform better and hire most suitable candidates for their vacancy
so that they can grow rapidly and achieve their goals at particular given time period. The job
description for the post of receptionist in The Golden Lion hotel is mentioned below:
JOB DESCRIPTION
( About the post of receptionist in Golden Lion hotel)
Company Hotel Golden Lion
Department Human Resources Management team
Reporting Head of department
Job profile Receptionist
Job location Hunstanton, United kingdom
Job summary Job profile must cater guidance to eat in every
candidate that comes to the company or in any
hotel location for the interview with better
skills and communication and give their
contribution in order to minimise the issues and
obstacles which are facing by the company.
Also handle the workforce and manage

appropriate and Systematic management
operations.
Roles & Responsibilities Roles and responsibilities which are perform
by receptionist in the sector of hospitality.
Managing phone calls, emails and queries of
the clients by using offline and online platform
in order to resolve the queries and issue of
clients with their skills and qualities.
 Making bills and keep the records of
clients means at what time they came
and at what time they exit, catering
facilities.
 keep up employees policy and work
according to their task and capabilities.
Also, catering proper assistance about
the ethics and policy of the hotel to the
clients and prepare written document on
their acceptance.
 obtain proposal and plans to assemble
groups for the prospectus functions and
activities. Also, convince the staff to
take participate in activities in order to
boost the confidence.
 Forward applicants to the department of
human resources managers or leaders
for the round of interviews.
 Though, there are several functions and
activities which are required to perform
according to the client’s needs and
managers need in the company by
giving their amended efforts towards

the company.
Person specification for the job role
Person specification caters a wide information about the requirements of skills abilities and
qualities for the job and occupation which is required by the company. By using person
specification for the job role will make them understand the candidates to gain correct
information and requirements of the company and also help the candidates to apply correct
job for themselves which are must suitable for them (Morley, Heraty and Michailova, 2016)
. This is a concept which is based on job description because it include skills and information
about the job vacancy Person specification
( for the post of receptionist in Intercontinental Hotel)
Job Title: Receptionist
Department: directorial Department
Criteria Essential Extra curriculum
Education/ Qualification The minimum education is
graduation is required for this
post.
 Work experience and
internship certificate of
this field
 Acquired certificate or
any documents of their
personality
development.
Knowledge/skills  Required technical and
arithmetic skills in
order to organize cash
inflow and outflow
documents and bills.
 Behaviour and
personality
development certificate
also required
 Positive behaviour and

 Good communication
skills are much
required in order to
deal with the
consumers. Also, good
listening are also
required.
 Required most
confident skills in the
person in order to
handle the clients and
managing the problems
 Acquired potential and
calm behaviour in
order to deal with the
clients and build good
relationship with them.
 Amended influence on
the few factors for or
on few application for
preparing documents
and bills
respond is also required
in order to maintain the
environment of the
company
 Quality to handle the
situation and manage
the workforce.
 Innovative and creative
Mindset also required
in order to get effective
ideas
Relevant experience 1.5 near of experience is much
required.
3. Synthesise and conceptualise the process of Performance Management within the hospitality
industry to assist organisations to minimise staff turnover, identify training needs and
enhance promotions
The purpose of the performance management system is to develop and improve the
environment of the company so that they can enhance the workforce and goals of the company

in order to grow in the market. This method supports the company to analyse their performance
and feedbacks of the company and also help them to analyse that they are using correct strategy
or software for the plans. There are various features of performance management system which
support the company to develop their performance and effectiveness towards the goal and these
features are below mentioned:
Past performance details: performance management system set up the situation and concept to
analyse and check there advantages and disadvantages to evaluate the performance and past
performance in the company. This also shows the way that how they operate in the organisation
towards their goals and target in order to achieve them successfully.
Feedback mechanism: this tool is very effective and better because it helps the company to give
and take feedbacks of the performances. This method or tool include or consider various types of
portion for conducting and examining 360 degree feedback on the performance of the workers in
the company.
The golden lion hotel is continuously giving their contribution in order to improve their
performance and analysing the requirements of the training and development. As training and
development gives so much benefits to the company that is related to the work ability and
effectiveness of the workers. There are few advantages of Performance management which help
the company to minimise the risk factors and obstacles from the company.
Consistency: Performance management system improves the consistency of the
organisation so that the organisation can gain more competitive advantages in the market and
operate themselves strongly.
Motivation: performance management system also improve the motivation level of the
employees among the organisation because it's very required for the company to motivate each

and every employees in the company. Objective performance appraisal will help the company to
determine the best and effective strategy and Management stop
Moral and retention: the more highly motivated employees are the more loyal
employees towards the company. The employees are more loyal towards the company then it's
become effective and better for the management to maintain the retention of the employees.
These factors improve the morale of the workers and making the workplace and the environment
more pleasant( Mbiti, 2016).
Minimise the risk factors: if the workers are becoming much effective in the company
and giving their 100% contribution and efforts toward the company so it will minimise the
chances of uncertainty and risk. When the companies using performance management system
then it will minimise the risk factor because as they are reviewing and analysing the Strategies
and working abilities of the workers (Jordan and Lloyd, 2017).
Training needs: when the companies using performance management system so so then they
got to know about the training requirements of the workers who are much capable to do work
and who are not.
Documented history of workers performance: Each and every organisation must keep records of
employee’s performance. The purpose of the organisation is to manage and maintain the history
of employees and their performance so that, they can identify the history and progress of the
workers.
Allowed for workers development: Inspiring and effective workers value the organisation and
their structure and their development process for growth. Better and amended performance
system can motivate the individual to meet with their goals and aims.

Targeted Staff Development: All the workers in every organisation are on a journey of
development. And, it is the company liability to enhance them for developing the qualities and
responsibility.
4.Critically analyse and revise two existing HR policies and practices from your organisation and
communicate to all employees.
Policies are a wide guidelines to show how the aims of a company are to be achieved
and accomplished. Human resources policies stay on the decision making aspect with the entire
aim of the company in the area of human resources management. Policies are made by the
human resources management keep with the assistance of top management in order to assist
managers and leaders at a different level of the company (Boselie and Thunnissen, 2017).
. Policies show the particular guidelines to managers and to the Employees. Policies create a base
or Concept for enhancing the workers handbook. Policies provide accurate and appropriate
communication among the workers and the organisation inner connection of situation and
condition of employment (Jone, Hillier, and Comfort, 2016). There are several policies of human
resources management in context of control and managing the employees for their enhancing and
development. The policies of HR are mentioned below:
Originate policies: these policies are made by the top management of a company with the aspect
of guiding the employees over several levels.
Appealed policies: these policies are made to accomplish the requirements of unusual and certain
condition which are riot found by the existing policies.
Imposed policies these policies are made under the pressure from the external agencies like
unions government and trade associations.
General policies these policies are formulated for making plants for making out the growth chart
of the company.

Specific policies: these policies are made for covering and some specific problems or issues like
bargaining rewarding hiring.
Written policies and implied policies: implied policies are covered for maintaining the behaviour
of the associate like that voice of tone interacting with the customers not getting angry while at
work and many more)(Wakabi, 2016). On the other side written policies are made for written
down the managerial thinking on the paper on a particular document.
The process of formulating the policies
Identifying the needs: Identify and analyse the requirement of making the policies means
what are the main reason behind making this policies. It will help the company to show the needs
of the policies and make them easier for understanding the need of policy.
Accumulating information: After analysing the need for policy has been adopted by the
company so after that they ensure that what are the major facts and information would be
required for the taking the further action(Škorić, 2018).
Analysing the alternatives of policies it is very required for the company to analyse the most
alternative of the policies. According to the data which is collected by the company , alternative
are measured in the viewpoint of their contribution towards the objectives of the company.
Putting the policies or write down the policies: in document writing the policies is much
required for the company is to avoid the miscommunication and any confusion or emotional
phrases by the individuals.
Getting approval: after making the policies and maintaining in the writing form its become
necessary for the manager or HR department to to get approval from the top management team
of the company. The reason is the top management company have all the responsibility and
authorisation to take the final and the best result for decision for the company.

Communicating the policy: Once when the policies is made by the HR department and get
approval by the top management it's very required for the company to communicate the policies
throughout the organisation in order to inform them about the new policies and regulations which
are adopted by the company.
Evaluating the policies: this policies is required because as the passage of the time. Evaluating
the policy is required modification and changes in old policies.
There are commonly some major policies which are used by the company in order to flow with
effectiveness and with better efficiency.
Recruitment policies: in this appropriate assistance and guidelines are made with the
respect to recruitment to assure uniformity in each recruitment area.
Compensation and benefits policy: it is much required and essential to show the
employees as to the scale the level, in the pay package to make them motivated in the job and
maintained the decorum in the company(King and Fitzgeral, 2016.)
Human resources information system policy: In these policies the policies are design so
that the data and the information on the human resources is readily accessible.
Workplace diversity policies: to maintain the workforce diversity this policies is much
required in the context of employee’s background sex religion and work in the company.
Health safety and security policy: health safety and security of the employees are very
significant prospect of the any company. Human resources management team must inform and
made the policies with the respect to sure the employees about their help measure safety
measures and securities measures.
 Health and Safety at Work Act 1974
 Management of Health and Safety at Work Regulations 1999
 Equality Act 2010

 Employment Rights Act 1996
 Employment Act 2002 (Dispute Regulations) 2004
 Data Protection Act 1998
These are the policies which are made for the organisation by human resources
management team in order to maintain the environment of the company good. These
policies are also made for avoiding the miscommunication and conflicts among the
workers.
CONCLUSION
From the above mentioned, it has been analysed and evaluate that
performance management is very important for the company)(Li and Qian, 2018). Its help and
support the company to check and To check and identify the performance and annual
performance of their employees in order to accomplish their goals and targets full stop
performance management system also help the company to know about the needs and
requirements of the training and development process and for the further action to develop their
environment and the employees behaviour. This report conducts several issues which are facing
by the golden lion hotel. Report also explain about the policies which are made by human
resources management team to maintain the decorum and environment of the company and to
avoid the miscommunication and conflicts among the group members or for the subordinates.
REFRENCES
Books and Journal
Ullah, F., Rahman, Z. and Thompson, P., 2018. Challenges and Issues facing Ethnic Minority
Small Business Owners: The Scottish experience.

Morley, M.J., Heraty, N. and Michailova, S. eds., 2016. Managing human resources in Central
and Eastern Europe. Routledge.
Jordan, P. and Lloyd, C., 2017. Staff management in library and information work. Taylor &
Francis.
Boselie, P. and Thunnissen, M., 2017. Talent management in the public sector. In The Oxford
handbook of talent management.
Škorić, S., 2018, May. Characteristics of sport managers and challenges facing sport
organisations. In 9th International Conference “An enterprise odyssey:
Managing change to achieve quality development (pp. 497-503).
Li and Qian, H., 2018. Water resources research to support a sustainable China.
Pettigrew, A. and Starkey, K., 2016. From the guest editors: The legitimacy and impact of
business schools—Key issues and a research agenda.
King, R. and Fitzgerald, L., 2016. Challenges facing the accounting profession: maintaining
relevance in a changing environment. In Perspectives on contemporary
professional work. Edward Elgar Publishing.
Wakabi, B.M., 2016. Leadership style and staff retention in organizations. International Journal
of Science and Research, 5(1), pp.412-416.
Jone, Hillier, and Comfort, 2016. Sustainability in the hospitality industry. International Journal
of Contemporary Hospitality Management.
Mbiti, I.M., 2016. The need for accountability in education in developing countries. Journal of
Economic Perspectives, 30(3), pp.109-32.
Moh’d, I.S., Mohammed, M.O. and Saiti, B., 2017. The problems facing agricultural sector in
Zanzibar and the prospects of Waqf-Muzar’ah-supply chain
model. Humanomics.
Shobaki and Naser, 2016. The reality of modern methods applied in process of performance
assessments of employees in the municipalities in Gaza Strip.
Online
 Important issues in human resource management: introduction to the 2020 review
issue, 2020[Online]Available through
<https://www.tandfonline.com/doi/full/10.1080/09585192.2020.1691353l>

 The big issues facing HR, 2016 [Online]Available through:<
https://www.shrm.org/hr-today/news/hr-magazine/0316/pages/the-big-issues-
facing-hr.aspx>
Change management and the 3 most common change management problems,
2013[Online] Available through:< https://www.ricoh-usa.com/en/insights/articles/the-3-most-
common-change-management-problems,>