Human Resource Management in Service Sector: Titan Travel Report

This report provides a comprehensive analysis of Human Resource Management (HRM) within the service sector, utilizing Titan Travel Company, UK as a focal point. The introduction establishes the significance of HRM in the travel and tourism industry, outlining its core roles and purposes, such as recruitment, performance management, and conflict resolution. Task 1 delves into the importance of HRM and its role in the travel sector, followed by an examination of HR planning, including resourcing models, adaptability, and forecasting supply and demand. Task 2 explores current employment relations in the UK service industry, with a specific focus on Titan Travel, and examines the impact of relevant employment laws. Task 3 presents a job description and person specification for an HR Coordinator at Titan Travel, alongside a comparison of selection methods across different service sectors. Finally, Task 4 assesses the contribution of training and development within the chosen service industry. The report concludes by summarizing the key findings and insights related to effective HRM practices in the travel and tourism sector.

HUMAN RESOURCE
MANAGEMENT
IN SERVICE SECTOR

Table of Contents
INTRODUCTION...........................................................................................................................3
TASK 1 ...........................................................................................................................................3
1.1 Importance of HRM and its role and purpose in chosen industry.........................................3
1.2 HR plan based on supply and demand of selected service Industry.....................................4
TASK 2............................................................................................................................................6
21. Current state of employment relations in selected service industry in UK...........................6
2.2 Employment laws affecting human resources of Titan travel UK .......................................7
TASK 3............................................................................................................................................8
3.1 Job description and person specification of HR Coordinator in Titan Travel Company, UK
.....................................................................................................................................................8
3.2 Comparison of Selection methods of two different service sectors. ....................................9
TASK 4..........................................................................................................................................10
4.1 Assessment of contribution of training and development in selected service industry......10
CONCLUSION..............................................................................................................................11
REFERENCES..............................................................................................................................12

INTRODUCTION
Every service sector requires efficient HRM practices as well as personnels. HR is
responsible for various tasks like Training and development, planning, designing salary packages
etc. For industries like travel and tourism, HR needs to be highly concentration towards its
services, travel conflicts, dealing with legal issues etc.
This study will present basic HRM roles and purpose in selected service industry. It
includes “Titan Travel Company, UK established in 1978 to explain HR plan for supply and
demand forecasting. It also investigates current employment relations and effect of related laws
in chosen industry. It will assess and compare recruitment and selection process of two service
sectors. It will present different contribution of training and selection methods in selected
industry.
TASK 1
1.1 Importance of HRM and its role and purpose in chosen industry
Importance:
HRM is important element of travel and tourism industry. It delivers strategic plan of managing
workforce by proper training programs. It gives adequate guidelines to solve possible issues
within service sectors. HR in travel and tourism is important to identify customers' needs. It is
importance for selecting appropriate candidate for Job role. HRM is important to track the
performance of employees by conducting appraisals and performance management programs.
Role:
Role of HRM in hospitality industries vary with the organizational structure. Following are the
basic roles of HRM in service sectors.
To recruit, select right person for right job.
Designing workforce salary packages, compensation policies and reward systems.
Conducting appraisal programs for evaluating employees' performance.
Resolving organizational conflicts by applying proper conflict management plan.
Dealing with different service partners in case of Merger and acquisitions.

Managing adequate resources in case of any organizational crises.
Purpose: HRM in Hospitality industries have following purpose.
To strengthen workplace culture and environment.
To increase employees' engagement
To increase employees' satisfaction
To design strategies for decreasing employees turnover rate.
To motivate employees' by providing them adequate perks.
To achieve productivity and work efficiency by giving proper training to employees
To attain competitive advantage through efficient workforce.
1.2 HR plan based on supply and demand of selected service Industry
HR plan is a set of strategies applicable to a service industry for assessing its employees'
demands and strengthening existing work culture(Mason, 2015). This strategic HR plan includes
following different steps.
Illustration 1: Steps of HR Planning
(Source: Steps in Human Resource Planning
(explained with diagram, 2018)

First and the foremost task of human resource plan is to develop the objectives and goals
that must be fulfilled by the workforce of the organization. The HR must align its forecast
procedures according priority of organization.
The next step to carry forward is to analyse the existing manpower in the industry. This
assessment includes the capacity of the employees that are currently assigned to work. Along
with this, the job requirements may be fulfilled through internal and external organizational
sources. Such HR planing require Strategic Human Resource Management based on the HR
software for conducting each of its forecasting(Stone and Deadrick, 2015).
For instance, Titan Travel has effective HR modules and software applicable to the HR
plan. Titan Travel has a smart reception to cater its customers and clients. It has Kiosk that
provide informations to customers and employees. The tour mangers uses the communications
devices effectively to command and manage the workforce.
Resourcing model: The resourcing methods of Titan travel company are effective as it selects
the best possible approach that are cost and time effective. The company adopts considerable
measure to evaluate the best suitable employees. It retains its employees by providing friendly
workplace culture, career choices, recognition through its staff educational and sending them to
various beautiful destinations to display experiences for its clients.
Adaptability and Scenario planning: Titan travel has strategic estimation regarding its
customers' demands, market trends and competitors. It has adaptive workforce and culture and
that's why they are able to provide customized travel packages to its clients.
Forecasting Supply and Demand: Demands forecasting include the estimation of what an
industry needs regarding its employees. This estimation is important for smooth functioning of
organization(Mason, 2015). Titan Travel Company has effective HRM plan where it strategically
evaluates the workforce performance and design job requirements to specify the functions of job
and number of employees required to perform that task.
Forecasting supply refers to estimate number of available employees for job
responsibilities Titan Travel services effectively delegate the responsibilities to its workforce and
Undergo different external connections for fulfilling its requirements. This segment for supply
forecasting depends upon its analysis of employees' turnover rate, its workplace culture and
extent of satisfaction among its employees.

Work environment assessment: Titan Travel can undergo for this assessment to ensure proper,
equal and healthy work relations among employees. It delivers an outlet of increasing employees'
satisfaction.
Flexibility: Titan Travel must be ensure regarding its rules and restrictions for employees and
make sure that it should not be too rigid to be followed. This assessment will deliver it a basic
idea of alterations within organization flexibility regarding working hours and different
restrictions(Stone and Deadrick, 2015). This will help in increasing employees' satisfaction and
productivity.
Retention strategies: Titan Travel adopt effective plan for the Retention of its employees. It
provides the opportunity to travel the world to its employees and thus increasing their interests in
the given job and increase employees satisfaction. Other retention strategies may also be adopted
by the company, according to the developing competitions. The company must analyse its
competitors strategic plan of retaining its employees also to develop its retention policies.
Operational Effectiveness: It is an important part of HR planning that examine operational
performance of the industry and tends to develop suitable plan to rectify the faults if exist. Titan
Travel company continuous to compete strongly with other competitors by its operational
excellence. It must have sufficient strategic plan that supports its employees to develop its
strategic production management.
TASK 2
21. Current state of employment relations in selected service industry in UK
In hospitality Industry, the harmonious relations are maintained among workforce and
employees. Relations are secured with organizational policies, adopting organizational behaviour
measures and UK Employment laws, that deliver various rights to employees. This increase their
trust on industrial environment, increase employees' loyalty(Albrecht and et.al., 2015).
Employment relations at Titan Travel company are strong and compatible. Its HRM has
adopted effective measures to establish healthy and friendly relations with employees. Both the
parties tunes together to deliver memorable customer experiences. For example: Titan Travel
company has its staff educational policy where it focuses on its employees' development and

career. It has designed a program like sending their own employees to different destinations and
let the customers know about that particular place. This builds staff's confidence, deliver them
recognition and cultivate a sense of loyalty for the company.
For sustainable relations, hospitality service industry adopts various employment laws.
Employment relations in UK runs under the “Employment relations act, 1999” enacted to
safeguard relations among employers and employees of different service sectors. There are
number of acts enacted for employees under this law depending upon the size of the firm they
are working in(Stone and Deadrick, 2015). For instance, Hospitality industries are bound to
follow the acts like Equal Pay act, Advisory, Conciliation and Arbitration platform for its
employees. It has adopted sufficient policies and legal formulations for strong employment
relations.
For example: Titan Travel agency has given rights to its workforce for Collective
Bargaining. It has secured employment relations by providing and adopting the rights for
STRIKES, LOCK OUT and LAY OFF. Along with it, this travel company has sufficient
segments for employees' rights, adopts anti discrimination on the basis of caste, creed, religion.
2.2 Employment laws affecting human resources of Titan travel UK
The basic employment and labour law in the UK that affect HR practices of Titan
Travel. There are several laws of employment and that are as follows:
Anti-discrimination law 1964: the law of discrimination prohibits against employees on the
basis of religion, age, fixed term work, marriage and civil partnership, part- time, law, trade
union membership activities or national origin. It is applicable on hiring, training and promotion,
terms and condition of employment and employee compensation. For example, Titan Travel
adopt all the segment of anti-discrimination law to eradicate the discrimination. It provides equal
pay to its employees irrespective of gender, age and disability.
Worker compensation law 1923: the worker compensation law impacts HR practices of Titan
Travel. If in case employee is injured by work related condition, then law of compensation is
applicable. Employee can claim against the injures and Titan Travel have to pay the
compensation for recovery.
Health and safety law 1974: the occupational safety and health act require employers to keep
the workplace safe and healthy for employees. That law impacts the HR practices of Titan

Travel. That law protects employees from recognized place of work such as unsanitary
conditions and mechanical dangers. If employee not feel safe from work environment, then they
do not contribute their hard efforts to work. For that Titan Travel make their work environment
safe and healthy for their employees.
Employment rights law 1996: The employment right act impact the HR practices of Titan
Travel. That law mediates the relationship between workers, employing entities, trade union. In
that includes the right to a written statement of employment, redundancy rights, the right to
minimum notice period. If in case employer not provide the written document and notice period
to employee, then employee can claim the company under section 230(3) of the employment act
1996. In that case employer have to provide all the key right document to their employees.
Immigrant employment laws 1986: The law of immigrant reform and control act. This law
makes illegal for an employer to recruit or hire outsider who are not authorized to work(Baum
and et.al., 2016). According to this law Titan Travel cannot hire employ any known illegal
outsider. If management recruit any unknown people in the company, then employer will face
many problems.
Holiday entitlement law 1938: The holiday entitlement act 1938, provide employees the ability
to take 12 weeks of paid leave within the 12 months. That law impacts HR practices of Titan
Travel. If employees take leave for their personal work, then number of employees will suffer. In
that case HR of Titan Travel adopt the pre-distribution work strategy to maintain the work
against pre-plan leave.
TASK 3
3.1 Job description and person specification of HR Coordinator in Titan Travel Company, UK
JOB TITLE Human Resource Coordinator
REPORTS TO Head of Human Resource Department
LOCATION Titan Travel Head Office, UK
JOB OVERVIEW HR Coordinator working in Titan Travel has to assist with HR Manager.
He/she is responsible to handle major documentations and HR software.
Along with this, he/she need to organize HR meetings, prepare minutes
and supportive key notes. HR Coordinator need to contact with
employees to convey major HR decisions. He/she is responsible to

monitor HR interns and subordinates.
QUALIFICATION Bachelors' and Masters' degree in Business Administration, 2-3 months
training of CRM in hospitality services.
Attributes Description Essential / Desirable
Skills and ability The industry is looking for a candidate with
excellent interpersonal and communication
skills. He/she must be fluent in English. He/she
must have multitasking ability. He/she must
have quick decisive power and leadership
quality.
Essential
Qualities and
Knowledge
The candidate must be trustworthy, adaptive,
strategic decision maker, expertise in handling
system software, MS Office, Knowledge of
handling Business Intelligence Software.
Essential
Relevant Experience At least 6 months of experience in CRM/
Certifications of HRM relevant training
courses/
Desirable
Education Bachelors' degree in any stream with Masters'
degree in Human Resource/Hospitality.
Essential
3.2 Comparison of Selection methods of two different service sectors.
Selection methods of different service sectors varies with job responsibilities in that
particular firm/body. Methods of selection and recruitment depends upon the rigidity and

structure of job requirements. These selections assessments provide effective decision making
for choosing right candidate for a particular job(Ekwoaba and et.al., 2015).
Comparison of Selection criteria have been made for the post of HR Coordinate in Titan
Travel Company UK and Transport for London, which is a local government body manages
transport system for London.
Titan Travel, UK Transport for London
It adopts simplified and easy approach for
selecting candidates.
Selection methods is lengthy as compared to
Titan Travel.
It conducts online personality tests for the
assessment of candidates. It focuses on the
managerial skills and personality of applicant.
It conducts online situational Tests for
examining the abilities of candidates. Its
selection process emphasis on mental abilities
of the candidates.
Selected candidates are called for written and
verbal tests.
Selected are called for written exams.
Selection methods are not so rigid and
conducted by one of the manager.
It involves two managers and panel interviews
for further procedures.
After final selection, medical examination and
personal details
Final candidates are requested for medical
reports and personal informations.
It posts the Job vacancy on its websites as well
as other online job portals.
It updates its job vacancy on its website and
through different recruitment agencies.
Method of selection by Titan Travel is
effective, short and specified.
While, selection criteria of Tlf is compiled
with different assessments and it is time
consuming.
TASK 4
4.1 Assessment of contribution of training and development in selected service industry.
Functions of Training and development functions in Titan Travel Company, UK are:
 To provide better knowledge regarding the organization's policies, objectives and goals.

 To let the employees know about their partnership, shareholders,
 To increase their efficiency at workplace
 To make them familiar with travel and tourism protocols, laws and legislations.
 To make them aware about the privacy statement that the company has to maintain for
the clients.
 To handle the situations like conflicts and complaints of customers
Training and development activities in each service sector increase employees' productivity,
provide competitive advantages to the firm, increase operation al excellence, work performance
of employees(Guerci and et.al., 2015). Training activities deliver efficacy to the employees for
accomplishing the given job responsibility while development activities and programs provide
employees loyalty to the company/industry. Travel and Tourism training and development
programs increase employees engagement.
In case of any international travel company like TITAN TRAVEL, the training courses
for employees are implied with unique features. The training courses in Titan Travel includes the
provision of sending their own staff to different destinations and share the experiences with
people. This improves employees' interest at workplace. This type of On job Training sessions
develop employees' participations in making new plans. Titan Travel have “Staff Educational”
and “Golden Lion's Charity” which give an opportunity to employees for building new contacts
and develop their personal and professional growth
CONCLUSION
The content of report has shown the importance of HRM and its role and purpose in
service sectors. It has included a strategic human resources plan based on supply and demand of
the selected service industry. It has also state the current employment relation in UK service
sector in the context of “Titan Travel Company” of UK. A Job description and person
specification of HR Coordinator have been designed for the same industry. Along with it, a
comparison have also been made based on the selection methods of two different services
providers. The study has also represent the functions and benefits of training and development
activities provided by selected service company and an assessment of its contribution to the
organization have also been presented in the report.

REFERENCES
Books and journals
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Bailey and et.al., 2018. Strategic human resource management. Oxford University Press.
Wilton, N., 2016. An introduction to human resource management. Sage.
Mason, P., 2015. Tourism impacts, planning and management. Routledge.
Banfield, P., Kay, R. and Royles, D., 2018. Introduction to human resource management.
Oxford University Press.
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Ekwoaba and et.al., 2015. The Impact of Recruitment and Selection Criteria on Organizational
Performance.
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145.
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sustainability on organizational ethical climates: An employee perspective. Journal of
Business Ethics. 126(2). pp.325-342.