Employee Relations and Employment Law Impact on Service Businesses

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Human Resource Management for
Service Industry
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Contents
Introduction......................................................................................................................................3
LO1 Understand Human Resource Management............................................................................4
LO2 Understand the effect of employee relations and employment law on service industries
businesses........................................................................................................................................7
LO3 Understand the recruitment and selection process................................................................10
LO4 Understand training and development in service industries businesses................................14
Conclusion.....................................................................................................................................15
References......................................................................................................................................16
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Introduction
In each organization, human resource management plays a crucial role to manage the personnel
in an effective manner. Human resource has different roles and responsibilities to manage the
workforce. In an organization, the role of human resource is to recruit the manpower and manage
them in an efficient manner by meeting the needs, motivate them and ensure the welfare (Oke,
2016). In addition to this, human resource is also responsible to understand the needs and
grievances of the employees within the organization. This report focuses on understanding the
concept of human resource management in the service industry.
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LO1 Understand Human Resource Management
Executive summary
This part of the report focuses on the core concept of human resource management by explaining
the role and purpose of human resource management. This part also elaborates a human resource
plan for the selected organization i.e. British Airways.
Introduction
Human resource management is an integral part of an organization. It is required to recruit the
best candidates in the organization for various job roles. The key purpose of the human resource
department is to recruit employees who can provide effective services to potential customers.
1.1 Role and Purpose of human resource management
The airline industry provides a wide range of services to customers. The key objective of the
industry is to provide flight services to the customers and for this; the industry needs to recruit an
ample amount of people. In British Airways, the human resource department has an important
role and purpose which is discussed below:
Recruitment and selection- One of the important roles of human resource in British Airways is
to hire suitable candidates for various job roles. The key purpose of the HR department is to
recruit employees who can provide effective services to potential customers. Further, it is the key
responsibility of the HR department to implement the wages policy within the organization so
that the hired people can be paid accordingly (Andresen & Nowak, 2012).
Mentoring- It is the key role of the human resource department to improve the morale of the
employees within British Airways so that they can give their best in their job role. In this
manner, human resource management in the organization is responsible to plan the career growth
for all the employees.
Involvement in decision making- The key responsibility of HR is to take active participation in
the decision-making process of the organization. The HR managers are required to engage the
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employees in the decision making process. This is not only helpful for the employees in doing
efficient work but also improve their morale for giving their best in the job role.
Protection- In the airline industry, providing enough level of protection is the key role of HR
manager in British Airways. Managers properly implement the laws to give protection to the
employees. It basically includes setting proper shift work, working hours and proper allowance
of overtime employees etc (Guest, et. al., 2012).
1.2 Creation of HR plan
In the human resource plan for British Airways, the present and future requirements of human
resource would be analyzed by monitoring and controlling process in the organization. The key
objective of HR planning is to recognize the need for human resources in the organization on the
present and future scenario. Being a human resource manager, it is the responsibility to
understand the factors that are affecting demand and supply within the organization (Bratton &
Gold, 2012). By considering the demand and supply in the airline industry, the HR plan for
British Airways is explained below:
Demand Forecasting- For the successful HR planning, demand forecasting is required to
analyze various factors affecting the organization. There are some external and internal factors
that must be considered. The external factors include climate factors, government laws,
economic structure, and various policies. In terms of internal factors, there is the production of
new products, limitation of budget, and structure of the organization. For the demand forecasting
in British Airways, some of the effective methods i.e. Delphi Model, work-study technique,
ration trend analysis can be used.
Supply forecasting- After the demand forecasting, supply forecasting is required for proper HR
planning. Supply forecasting is important to analyse whether it is possible for the organization to
acquire the predicted number of employees. It basically measures the amount of the candidates
who would be available within and outside of the organization. The supply forecasting explains
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the reduction in the wastage or providing an allowance for the absenteeism etc. For the supply
forecasting, there are some methods i.e. competency model or labour wastage focus can be used.
HR Planning for British Airways
For British Airways, human resource planning includes the following process:
Identify job posts in the airline- In the first step of HR planning, various job posts in the airline
would be identified which are to be filled with capable candidates. After the identification of
vacant posts, British Airways starts its recruitment and selection process.
Recognize the skills and qualities required- This is the second process by which the required
skills and capabilities of the in the employees are identified. It is important for the organization
to analyze what skills and qualities are required in the candidates.
Recruit capable employees- In the third step, HR planning would include the recruitment of
maximum employees who would fulfil the criteria of the vacant position. In this manner,
recruitment advertisements would be given on various media and newspapers by British
Airways. Two sources of recruitment would be used in this manner. The organization can
internally recruit the candidates by relocating other candidates or promoting the existing
candidates. Further, the candidates can also be recruited externally by newspaper advertisements
and campus hiring (Dessler, 2013).
Select the best candidate- After the successful recruitment process, the final selection of the
candidates would be done by analyzing and testing the candidates based on different parameters.
The candidate would be selected who skills and qualities have required by the organization
(Buller, & McEvoy, 2012).
Evaluate and monitor- This is the last plan which would be used to evaluate the effectiveness
of the plan. By analyzing that the objectives of the plan are met, the effectiveness of Human
resource planning would be measured. By the evaluation, the gaps can be identified and different
measures would be taken to fill them.
Conclusion
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It is clear that it is the responsibility of human resource management to understand the factors
that are affecting demand and supply within the organization. The HR managers are required to
engage the employees in the decision making process.
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LO2 Understand the effect of employee relations and employment law on service industries
businesses
Executive Summary
This part of the report focuses on the impact of employee relations and employment law on
service industry i.e. British Airways. For this, current state of employment relations and impact
of employment laws on the organization are discussed.
Introduction
It is crucial for the organization to maintain effective relations with the employees so that they
can give their best in the job role. Further, there are employment laws in airline industry which
impact the business operations of airlines in the market.
2.1 Current state of employment relations
The current state employment relations in the airline industry are described below in a different
context.
Culture- The corporate and culture at British Airways require all the employees and staff
members to dress the professional uniforms and formal dress code. There are an effective work
environment and positive culture to work for the employees. This enhances the relationships with
the employees within the organization.
Consultation and Reconciliation- This is an effective process to manage the conflicts or
disputes among the employees. There is clear communication between the management and
employees in British Airways that develop transparency in the system. All the opinions and
feedbacks are collected in the organization to understand the main cause of the conflict.
Trade Union- In the airline industry, there is the Trade Union i.e. group of members who
collectively negotiate with the management or employer for the protection of the employee's
rights. In British Airline, UNITE is the trade union that communicates with the management
about the issues faced by the employees within the organization. UNITE is also considered as the
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important part by British Airways for increasing the motivation and satisfaction level of the
existing employees. This maintains the employee relations with the organization (Hendry, 2012).
Laws and regulations- In the airline industry, there is Employee Relation Act 1999 that focuses
on the individual and collective rights of the employees within the organization. The law is
helpful in bringing fairness within the organization. In addition to this, there is National
Minimum Wage law that fixes the standard wages rates for the employees working in the
organization. These regulations are helpful for British Airways in maintaining relations with the
employees (Dowling, et. al., 2013).
Disciplinary process- The disciplinary process in the airline industry is followed by formal and
informal meetings of the managers and employees. Meetings are also done with the trade unions
in which the gaps and issues of the employees are discussed and solutions are taken to manage
them. In the airline industry, there is a code of conduct for the staff and employees to ensure that
the disciplinary process is implemented effectively within the organization.
2.2 Impact of employment law
Each country has different laws and acts applied to the organizations to manage the workforce
and business operations in the operating market. In the UK, there is the act called the
Employment Rights Act 1996 which need to be followed by the organizations in the country.
Each employer and employee has different rights and some of the rights are applicable to the
industries. According to this law, the organizations are required to consider the rights of the
employees. This is the contract which is required to be followed by the organizations. The
employment law affects the management of British Airways in different ways. There are various
rules and regulations for the airline industry mentioned in the employment law so; the
organization is required to follow the regulations mentioned in the contract (Kehoe, and Wright,
2013). The employment act basically specifies that employees within the organization should be
protected from the basic employment practices. This act generally focuses on some factors which
are discussed below:
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Regulations related to wages- Under this regulation, it is mandatory for the organization to pay
the employees on a compulsory basis. The regulation does not support the provision of
unauthorized in wages. It also specifies that if an employee is working on Sunday that there
should be a specified amount of wages per hour.
Rules related to work time- Under this regulation, the problem related to flexible working time
should be monitored in the organization. This law focuses on the fact that the staff should be
given a properly paid holiday. In the airline industry, it is crucial for the employees to take time
and engage in their own needs i.e. maternity care for women or training etc.
Regulation related to lay-off- According to employment law, there should be fair law for
providing an equal amount of compensation to the employees and staff members. In addition to
this, the organization is required to make a proper payment related to employee turnover.
Regulations related to health and safety- In the airline industry, the health and safety factors
should be taken into consideration. In the industry, it is mandatory for British Airways to focus
on the employees' welfare and safety. In the UK, the health and safety laws are changing and
according to the Act of Health and Safety, it is very crucial for employees and crew members
should take care of the factors which would tend to injure. There should be proper arrangements
for the time of accidents or emergency within the organization.
Conclusion
It is analyzed that each employer and employee has different rights and some of the rights are
applicable to the industries. According to this law, the organizations are required to consider the
rights of the employees.
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LO3 Understand the recruitment and selection process
Introduction
Recruitment and selection is an important process in the organization to hire best candidates for
the job role. For British Airways, job description and person specification for the position of
Airport operation manager is created. Further, comparison of selection process of British
Airways and Transport for London is also done in this part.
3.1 Job Description and person specification
For the selected service in British Airways, the job description and person specification are given
below:
Name of the organization- British Airways
Name of the department- Operation Department
Job Title- Airport Operation Manager
Summary of the Job
An airport operation manager is responsible for evaluating, assessing, coordinating and
managing the airport operations on daily basis. He or she is accountable to ensure the airport is
complying with the aviation regulations and procedures in an effective manner.
Qualification requirements
Airport operations manager must have the management skills along with proper knowledge of
airport systems. Priorities would be given to the person having the background of both
management as well as the qualification of technicalities of planes and aircraft etc. Bachelor
degree in the airport management is required for the position of airport operations manager.
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Another degree i.e. aeronautical engineering with the combination of business management
would also be eligible the person as this would give enough knowledge of airport operations and
administrations.
Having experience in the relevant field such as operations management and business
management would be the additional advantage for candidates looking for the opportunity in this
profile.
Skilled required
Some of the skills required for the position of operations manager are given here:
 Knowledge of Aviation Administration rules is must for this position,
 Should have profound management skills that can be applied to maintain standards and
policies of the airport,
 Should have knowledge of organizing and managing equipment for airport operations
and enhance customer satisfaction, and
 Should have skills to communicate with the potential customers and make profitable
business deals for the organization
Key responsibilities
The job responsibilities of Airport operations manager are given below:
 Need to coordinate with potential customers while making deals which are beneficial for
the business,
 Look after the maintenance, equipment and operations staff,
 Ensure that all the departments in the airport are operating well and coordinate among
various departments of the airport,
 Conduct training and development sessions for the employees working currently at the
airport to provide effective customer services,
 Help in the implementation of policies in the airport and work with employees to meet
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