Human Resource Management in Service Industry: A Comprehensive Report

This report provides a comprehensive overview of Human Resource Management (HRM) within the service industry, specifically using an airline company as a case study. It begins by defining HRM, its roles, and purposes, including recruitment, training, and employee retention, and differentiates between soft and hard HRM approaches. The report then explores the impact of employee relations and employment law on service businesses, covering human resource planning, employee relations structures, negotiation, and conflict management. Furthermore, it analyzes employment law, including the Employment Relations Act and Employment Rights Act, and the role of ACAS. The report also examines job descriptions, person specifications, and the selection processes within different service industries, as well as training and development strategies. The analysis includes the importance of qualities like computer knowledge, communication skills, and teamwork, and the influences of both internal and external factors on HR planning. The report concludes with a summary of key findings and recommendations for effective HRM practices in the service sector.

Human Resource
Management In Service
Industry

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
1.1 .Role and purpose of human resource management..............................................................1
1.2 .Effect of employee relations and employment law on service industries businesses..........3
TASK 2............................................................................................................................................4
2.1 Effect of employee relations and employment law on service industries business..............4
2.2. Employment law affects the management of human resources...........................................5
TASK 3 ...........................................................................................................................................6
3.1. Job description and person specification for a selected service industry job.......................6
3.2 Selection process of different service industries businesses ................................................9
TASK 4..........................................................................................................................................10
4.1 Training and development in service industries businesses................................................10
CONCLUSION..............................................................................................................................11
REFERENCES..............................................................................................................................12

INTRODUCTION
Human resource management is a department of business organisation that make hiring,
management and firing the staff for the growth of the organization. It is a processes of managing
employees in a company. It focuses on the employees performance and their work. It is a process
of recruiting, selecting, managing and motivating employees in the organisation. It focus on the
growth of the organization and employees performance. The main purpose of HRM is to ensure
that the organisation is able to achieve success through its employees and employer. HRM
allows the management to focus on the running of the business and not get distracted by internal
rows involving employees. This report is based on Airline human resource process. It is a
European airline company that provide air transport services for travelling passengers and flight.
This Aircraft Transport and Travel company is formed by George Holt Thomas in 1961, via a
series of take over and mergers (Stredwick, 2013). This company is an ancestor of modern day
British Airways. This company provides its services in various countries.
TASK 1
1.1 .Role and purpose of human resource management
HRM is concerned with the development of human skill, knowledge and ability to
perform the organisational task effectively and efficiently. It is an aret of managing people to
mobilizing people in the organization.
Recruitment Process
It refers to the overall all process of attracting, short listing and appointing suitable
candidates for jobs with in the organisation or company. In Airways industry it can be done by
following steps:
Recruitment planning- In this process the vacant position are analysed and described. It includes
job specifications and its nature, experience, qualification and skill required for the job.
Strategy development- After completing the process of recruitment planning the HR team
prepare strategy by following some steps such as: setting a broad team, analysing HR strategy,
collection of available data, analysing collected data and setting the recruitment strategy (Miller
and Rice, 2013).
Searching-In this process HR team searching candidate through internal and external searching.
Internal source are promotion, transfer, former employees and previous applicants etc. and
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external source are direct recruitment, employment agencies, advertisement, campus recruitment
and word of mouth.
Screening- It starts after the completion of the searching the candidates. It the process of filtering
the applicants of the candidates for next section process. To ensure better screening of the better
candidates, the HR excretive must keep the following points like: reason for change the job,
longevity with each organisation, gaps in employment, job hopping and lack of career
progression.
Evaluation and control-In this process , the effectiveness and validity of the process and
methods are analysed. It include salaries of the recruiters, overtime,outstanding costs and cost
incurred in recruiting suitable candidates for the final selection process (Stredwick, 2013).
Training and development
It is an educational process by which an individual can sharp its skills, knowledge and
attitude. IN Airways Industry, it can be done through orientation, class room lecture, case
studies, role playing and computer based training. It beneficial for Airways employees to
acquired new skills and make improvements in confidence, capability and competence. By
training and development the employer improved his communication skills and work behaviour
which is most important tool of an aviation industry. It provide benefits to employer in increased
morale and job satisfaction.
Roles and purpose of HRM
The roles of HRM are as follows:
Recruitment and selection- The main role of HRM is hiring new employees for the organisation
as per the company needs by following all the process of recruitment.
Training and development- It is the process of enhancing and filtering the knowledge of
employees for achieving the organisational goals.
Retention- It involves keeping and motivating employees by rewarded him for their work
necromancer and by promote them to stay with the organisation (Miller and Rice, 2014).
Purpose of HRM
The purpose of HRM to help Airways industry to achieve its goals. Its purpose is to
provide well trained and motivated employees to the organisation for its growth.
Soft HRM
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In this HRM treats employees as most important source in the business . This HRM focus
on concentration of employees need their roles, reward and motivation etc.
Hard HRM
In this HRM, treats employees simply as a resource like machinery and buildings of the
business. It focus on identify workforce needs of the business and recruit like hiring, moving,
firing and manage accordingly (Khan, 2013).
1.2 .Effect of employee relations and employment law on service industries businesses
Human resource planning
In Airline, it is a process to ensure the right type of people in the right number, at the
right time and place who are trained and motivated to do right kind of work at the right time. By
this planning the organi9sation identifies current and future human resources needs for an
organisation to achieve its goals.
Human recourse plan for Airways Industry
There are following points for r HR planning for Airways industry:
Recognize the quality and skill required
To get success in this industry the employees need certain quality which the employees
look for and customer expect. These qualities are as follows:
Computer Knowledge -In this industry the employees have good knowledge about the
technical skills and knowledge and about the applications because now these days this industry
mostly used the computers.
Communication skill-The customers are come from different places so the employees
should have good communication skills. They have the knowledge of both orally and in writing
of communication .
Teamwork-It is important for creating a successful team environment for efficient and
profitable business. It plays a vital role in service industry because without the effective
teamwork no work can get success (Jiang and et. al., 2012).
Recruit staff members
The recruitment process for Airways industry are as follows:
Targetting the right people - In this industry the organisation target right people and recruit the
best person for achieving neds, mission and values of the company.
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Testing through aptitude and interviews-Interview is a face to face communication method to
knowing information about the potential job candidates..In aptitude talent and ability are
identified to succeed in a particular activity. It measure verbal, numerical and abstract reasoning
and the resulting score reflects the person's ability (Jiang and et. al., 2014) .
Analysing demand and supply
It is focused on all elements of the business such as talent acquisition, talent management
and workforce balancing to meet future needs. It assessing the customer demand towards product
and services.
It focuses on the revenue projections,competitive trends, market consideration and
customer demand. It facilitation the planning process to identify the roles needed in order to meet
the business objectives and financial forecasts to meet future needs.
Internal and external factors influencing human resource planning
The factor which affect an organisation internally, these rectors are organisation
mission,policies,organisational culture and conflicts, organisational structure and HR system.
The factors which affect the organisation externally such as economic condition,
technological advancement, workforce demographics and government regulations.
TASK 2
2.1 Effect of employee relations and employment law on service industries business
Employee relations
It assists in communication between employees and supervises, corrective action and
planning and exploration and clarification of policies and procedures. Employees relation offer
resolution, facilitation an consultation strategies for those issues which raise ion the workplace
(Jackson, Schuler and Jiang, 2014).
Structure
This structure is formed to develop employees relation for continuous development of
them in the organisation. It is expected that proper training will be undertaken by all people
holding formal employee relations roles to enhance the operation of the structure.
Culture
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It is about the business of Airline unique and is the sum of its values, traditions,
interactions, beliefs, behaviour and attitude. In hospitality industry, it is a system of shared
assumptions which governs how people behave in the organisation (Hoque, 2013) .
Negotiation
It is an industrial situations are typified by trade union negotiation where a team from the
trade union seeks to gain better pay and working conditions.
Consultation
Consultation is a process by which management and employees or their representatives
jointly examine and discuss issues of mutual concern. It involves managers actively seeking and
taking the views of employees, either directly or through representatives before making a
decision.
Involvement and conflict management
It is a process of resolving conflicts and HR professional and conflict management
experts are involve in this process for resolving the issues related to the organisation.
Empowerment
It refers employees and employer involving tin the decision making process to the
delegation so that employees are given information resources and opportunity at the same time as
being held responsible for their job outcomes, then they will be more productive and have higher
job satisfaction.
Grievance procedures
This procedure are concerns, problems or complaints that employees with their employer.
There is no legally binding process that employees and employer must follow when raising or
handling a grievance at work (Gavino, Wayne and Erdogan, 2013) .
Disciplinary procedures
It is a procedure for an employer to deal with disciplinary issues. In Airline, it is a
critical tool for succeed. This procedure followed in industries usually consists of framing a
charge and issuing a letter,consideration of explanation, issuing show cause notice, making a full
fledged inquiry and passing the final order of punishment.
2.2. Employment law affects the management of human resources
Employment law
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It is also known as Labour Law. It mediates the relationship between workers, employing
entities, trade unions and the government. In Airline, the current purpose of employment law is
to establish working conditions that enable people to work in an atmosphere free of bias. For
employees these law work for prevent discrimination, promote heath and safety, establish a
minimum required level for economic support and prevent work disruption due to disputes
between labour and management (Calabrese, Costa and Menichini, 2013) .
Employment legislation
It is the law that governs employment within the workplace who works. By complying
with relevant legislation, both employers and their staff members can ensure that their hiring
processes, dismissal processes and their workplace as a whole, are fair for every individual.
Employment Relations Act
It is a legal link that is formed between employer and employees when all the given work
completed for monetary reimbursement. It provides all types of employees with some
expectations for the basic terms and working conditions.
Employment Rights Act
It created the framework for modern day labour law in united kingdom. It covers the
majority of British employees. In this act all the employees have basic right of privacy, fair
compensation provide to them and freedom from discrimination.
Advisory,Conciliation and Arbitration Service (ACAS)
It is a non government body whose aim is to make improvement in business practice and
working life through developing employment relation. It help to solve disputes between groups
of employees or workers their trade unions and employers (Buller and McEvoy, 2012) .
TASK 3
3.1. Job description and person specification for a selected service industry job
Recruitment is a process that included creation of the pool of staff members which are
suitable for particular job in company that is to be done by determination of the factors which
can impact the labour market, determine needs of company, organisational needs analysis etc.
Job analysis
It consists collecting, analysing, reporting and synthesizing information regarding roles
and responsibilities of job.
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Job design
It is a main function of human resource management and also concerned to content
specification, relationships of jobs and methods ion context to satisfy the organisational and
technological needs (Brattond Gold ,2017) .
Job description
It refers to the document that consists scope, working situations, responsibilities etc.
Under this, Director of Hilton hotel is responsible for the better operations management at hotel.
Job Description
Organisation: Airways Industry
Job Location: United Kingdom
Section: Airline Department
Job Title:Cabin Crew London city
Job Summary: Airline is looking candidate flexibility in working, skilled and knowledgable
which are ready to fulfil their responsibility in organisation.
Role:
 Checking the condition and provision of emergency equipment and information for
passengers.
 Administering first aid and dealing with emergency .
 Showing passengers to their seats and providing them special attention such as elderly
or disabled.
Job specification
It is a statement of employees qualifications required for satisfactory performance of
defined duties and task. It covers aspects like education, managerial experience and work
experience which can help the employees to achieve the job related goals.
Role Information
Job title Cabin Crew
Band Non- management
Department Airline
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Job purpose
To develop new skills and take control of career path, to be recognized and rewarded for
outstanding contribution.
To provide services in this field and gain experiences and knowledge .
Principal Accountabilities
To work as a British Airways Airline check cabin before take off to ensure compliance to
safety regulations.
Create reports in accordance to all the relevant rules and regulations.
Person Specification
Skills Qualifications
Good communication skills
The ability to diffuse situations calmly and
quickly .
The capacity of work quickly and efficiently .
Competence in handling difficult situations and
the ability to remain calm under pressure and
in emergency situations.
Minimum age of 18, in some cases 21
Good standers of health and fitness
Good hearing and eyesight
Valid passport permitting unrestricted travel
worldwide
A medical examination is required
Having a degree and experience in aviation
field
Experience
Airlines wish to see evidence of relevant work experience rather then qualification, as they are
keen to see that candidates have the required skills.
Physical Criteria
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To be medically and physically fit to meet according the required of health service medical
assessment.
To be have required height between 5'2” and 6'1” with required weight.
To be able to fit into an aircraft jump without a seatbelt extension.
To be able to lift 25 kg. weight.
Behaviour required for this job
Smarter To have innovative thinking and seek improvements and have good
understanding of customer.
Learner To have a aim to reduce complexity and are always be conscious to
ensure to invest.
Methods of recruitment advertising
These methods are use to develop the recruitment process from sourcing candidates to the
hiring decisions. There are different recruitment methods and advertisement is one of them. It is
a very good and useful method of recruitment (Bon and Mustafa, 2013) . It is also know as
recruitment communication it have different methods such as : using recruitment agencies,talent
search, social media, web advertising, print advertising and through TV.
3.2 Selection process of different service industries businesses
Selection process
It is procedure of matching organisational requirements with the skills and the
qualifications of the candidates. In Airline,T this process is perform by interviewing and
evaluating candidates for a specific job and selecting an individual for employment based certain
criteria.
Selection methods and practices
There are different methods of selecting an candidate in Airline, some are as following:
Skill test- This could be a typing test, writing test and even a maths test (Birasnav, 2014) .
Personality test- it can be done through interview to determine if the candidate has the
personality to succeed the job.
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Panel interview- Different people see different things in this interview, in terms of body
language, tone or answer that caught their attention.
Interview methods
There are different methods of interviewing such as:
Telephonic Interview- In this process the interview scheduled on the telephone . The one
benefit of it is the interviewer is not in front of you so make sure that you speak confidently.
Face to face Interview- This is a meeting between two member, candidate and
interviewer.
The penal interview- These interview involve a number of people sitting as a panel with
one as a chairperson.
The group interview- in this process several candidate are intact with each other by
usually a group discussion.
TASK 4
4.1 Training and development in service industries businesses
It is a subsystem of an organisation which emphasizes on the improvement of the
performance of individuals and groups. It include orientation, class room lecture, case studies,
role playing and computer based training. It beneficial in Airline for employees to acquired new
skills and make improvements in confidence, capability and competence. By training and
development the employer improved his communication skills and work behaviour. It provide
benefits to employer in increased morale, job satisfaction and feeling of belongingness (Baum,
2016) .
Types
of training and development activities
Airline provide different training to its employees. There are different types of training
and development activities. They are as following:
Technical and technology training- It is provide to the employees to aware about the technology
of airways industry. It meant to teach the new employees the technology aspects of the job.
Quality Training- it refers to familiarizing employees with the means of preventing, detecting
and eliminating with non quality items.
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Skills training- It is provided to the employees to enhance and improve all the skills which are
needed the specific job industry.
Professional and legal training- it is a type of training required according the industry. Aviation
industry needed some other trainings which it provide personally (Armstrong and Taylor, 2014) .
Team training- This training is provide for improving communication , motivating a team and
teaching the team self regulation strategies.
Benefits of training and development
There are different benefit of training and development such are as follows:
Less supervision- Training improves skills which are required to employees and empower them
to show good performance.
Address employees weakness- Many employees have certain weaknesses in choir work and
workplace and cause of these they are not perform better. Training assists in eliminating these
weaknesses and help the employees in improvement (Alfes and et. al., 2013) .
Increased consistency- By training and development the employees constant knowledge and
experience. Training increased the employees knowledge.
Barriers and attitudes to
training
There are different barriers which which effect the training such as:Limited resources.
The organisations are not provided training cause of limited resources. And if there are not
passive leadership in the organisation it also create barriers. If there are less knowledge and skills
in the employees it also a barrier of the organisation.
CONCLUSION
In the report provide all the necessary strategies and factors are mentioned which are
useful and important for an Airways Industry. From the above discussion, this can be concluded
that HRM is crucial department for every organization in order to manage whole organization.
HRM is responsible for activities from searching potential candidates till their pro-efficient
workings. From the very beginning, report focuses on HRM description, their roles, scope,
purpose and functions like recruitment and selection, performance management, career
management, etc. Later on this throws light on various sources of recruitment and selection and
their benefits for employees.
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