HRM in Service Sector: Evaluating Training Proposal at Star Hotels

This report delves into Human Resource Management (HRM) practices within the service sector, specifically examining a training event proposal designed for Star Hotels to address issues related to front-of-house staff efficiency and professionalism. The report evaluates the design, planning, and pitching stages of the training proposal, highlighting key aspects such as skill gap analysis, communication of learning objectives, and the use of a strong value proposition. It discusses scenarios that were successfully carried out during the training, including etiquette, technological, and communication training, as well as areas needing improvement like problem-solving, constructive feedback, and accountability. The author reflects on their role as a 'shaper' within the group, detailing contributions to the project using Gibbs' reflective cycle. The report also outlines the team's collaborative efforts, referencing Tuckman and Belbin's theories to optimize team performance. Finally, it enumerates skills acquired during the module, such as empathy, willingness to work, and enhanced communication abilities. Desklib offers additional resources, including similar solved assignments and past papers, to aid students in their studies.

Exploring HRM in service sector
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Table of Contents
INTRODUCTION...........................................................................................................................3
MAIN BODY...................................................................................................................................3
Evaluate the design, planning and pitching stage of training event proposal. ...........................3
Discuss the various scenarios that were carried out successfully and also discuss the areas of
improvement in case the plan needs to be executed in the future...............................................5
Reflect your role as a group member along with your contribution to the project.....................6
Discuss the group work performed at the organization as per the proportion of the team
members of the group..................................................................................................................7
Enumerate the skills that have been acquired during the module. .............................................7
CONCLUSION................................................................................................................................8
REFERENCES................................................................................................................................9
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INTRODUCTION
The Human resource management is about looking after the career plan of the individuals
other than the recruitment and selection processes. The human resource management performs
various functions in order to ensure various services like health, medical cover as well as
wellness programs. The Human resource management aims to make sure that individuals are
able to maintain appropriate work life balance. The service sector accounts for approximately
70% contribution towards the employment opportunities in the United Kingdom (Abukhait,
Bani-Melhem and Zeffane, 2019).
Star hotels deals in series of training events and owns small boutique hotels throughout
the country. The study revolves around the study of Human resource management services
provided by The Star Hotels. The Front of house staff has employed 8 receptionists while the
organization has experienced several complaints regarding efficiency, professionalism and
delivery. In order to avoid complaints, a training session has been designed for the employees of
Star Hotel Management (AlShamsi and Ajmal, 2018).
MAIN BODY
Evaluate the design, planning and pitching stage of training event proposal.
A training event proposal consists of various stages such as designing, planning and
pitching stage. The various stages are evaluated in aspect of the consultant are reflected below.
Designing a training event proposal-
The designing stage of training event proposal at star hotels is evaluated below.
 Analyse- The first step in designing a training event proposal is to analyse the goals and
objectives that need to be accomplished by the organization. The type of training
methods that would prove suitable for the individuals of the organization was analysed
by me in this step (Cristiani and Peiró, 2018).
 Design- After the analysis of the training method, I designed the training layout wherein
the contents of the training process were developed. It is basically the activities that are
to be performed during the training process.
 Development- Under this stage, I had to develop various graphic designs so that they
could be used in the training process to train and guide the individuals. After the training
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content is prepared it needs to be approved by the business owner before
implementation.
 Implementation- when the training content got approved it was my first and foremost
responsibility to implement the training design in the most appropriate manner. This was
required in order to achieve the event training goals of the organization. Evaluation- After the training proposal of the event is implemented, it is very essential
for a consultant to analyse the skills of the trainees after the training. The evaluation is
done through the feedbacks which can be either through electronic medium or through
paper form (Dayarathna, 2018).
Planning a training event proposal-
The planning stage of training event proposal at star hotels is evaluated below.
 Analysing the skill gap- As a consultant the first step I initiated during planning a
training event proposal was to analyse the skill gap among the employees. It stated the
difference among the skills that need to be possessed and the skills that are possessed by
the trainees at the present (Idris and Naqshbandi, 2019).
 Communicate the learning objectives- As soon as I analysed the skill gap it was
important for me to communicate the goals and objectives that are required to be attained.
The goals and objectives that were planned are in terms of SMART goals.
 Training- The next step after communication was to initiate the training proposal as per
the requirements in order to accomplish the aims and objectives.
 Enthusiastic approach- My focus is to indulge the trainees in the training process
through an enthusiastic approach. The trainees must not feel bored and troublesome
during the training process.
 deciding a venue- The next step in the planning process is to decide an appropriate
venue or location wherein the training process can take place. Training evaluation- The final step in the planning stage of event training is to evaluate
the performance of the trainees. The differences are evaluated wherein the comparison is
made between the skills of the trainee before the event training and afterwards
(Maheshwari and et.al., 2017).
Pitching a training event proposal-
The pitching stage of training event proposal at star hotels is evaluated below.
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 Focus on the clients and objectives- I have pitched the training event proposal based
upon the objectives that are to be fulfilled in aspect of the clients. The focus of the
training event proposal is upon meeting the needs of the clients.
 A strong value proposition- The training event proposal pitched by me is based upon a
strong value proposition wherein, instead of talking upon various points only a few
material points are considered (Mat and et.al., 2017).
 Brief pitch- I have made the efforts in order to keep the pitch as short as possible, in
order to avoid getting bored.
 Narration- It is considered that the pitch contains narration in order to convey the
message in an effective and accurate manner.
 Visualizing- Various tools were used by me in order to provide a visualize view of the
event plan idea. It is considered that the visuals are easy for the individuals or trainees to
understand.
Discuss the various scenarios that were carried out successfully and also discuss the areas of
improvement in case the plan needs to be executed in the future.
The various scenarios that were notably carried out during the event training successfully are
discussed below-
 Unity- During the event training process I observed that the individual or the trainees
belonged to different backgrounds. Despite this, they performed with unity and openness.
 Etiquette training- In my view, the etiquette training has been carried out particularly
well. The skill of etiquette training is quite important as in to address the customers in the
business surroundings (Stankevičiūtė and Savanevičienė, 2018).
 Technological training- Another aspect that has been carried on successfully in my
aspects was the technological training. This was necessary in order to acquaint the
trainees with the basic technical knowledge that is required in the organization.
 Communication training- Another aspect that has been carried out successfully during
the event training is the communication training. The communication training is quite
mandatory in order to perform well at the star hotel so that the customer needs can be
addressed properly.
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 Employee motivation- Employee motivation is another aspect that that has been
successfully been done during the event training. Employee motivation is very important
in order to enhance the employee productivity.
 Patience and empathy- In my aspect, patience and empathy has been performed in a
very appropriate manner. This was mandatory in order to address the clients with utmost
respect and patience at the organization (Sarvaiya, Arrowsmith and Eweje, 2019).
The above mentioned areas were addressed quite well during the event training but still there
were some areas that need to be improved. In my view, the areas that need to be improved in
case the plan needs to be executed in future are discussed below.
 Problem solving- I believe that in future the organization needs to improve upon
problem solving skills of the employees of the organization. It is necessary in order to
deal with the day to day problems.
 Constructive feedback- In my aspect, it is very important for an individual working as a
front office team to have a constructive feedback. In order to improve the skill of
constructive feedback, it is essential to look upon the behaviour of the individuals.
 Responsibility and accountability- Another area that requires improvement in my views
is the responsibility and accountability wherein the individuals must take initiatives for
the task completion and therefore hold the accountability for the task.
Reflect your role as a group member along with your contribution to the project.
My role as the group member in the contribution of the project can be explained with the
help of Gibbs model. The role that was assigned to me was of a shaper. According to Gibbs the
reflection can be performed by the following steps:
 Description of the group work- I made efforts in order to describe the goals that need to
be achieved in order to get the desired result at the Star hotels. I made immense efforts to
make improvements in the team.
 Feelings during the work process- I made efforts to identify the tasks that could be
performed in order to clarify the objectives of the organization. The work process
demands a shaper to be dynamic and extrovert so that I can stimulate other group
members.
 Evaluation of the experiences during the team work- I made efforts to evaluate the
various experiences during the accomplishment of the project goals. As a shaper, I have
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made immense efforts to identify the most suitable approaches for solving problems in
the organisation.
 Analysing the good and bad aspects of the work- I analysed the various good and bad
impacts and outcomes of the work during the project completion. There were various
situations that blocked the way of success. Hence, as a shaper I questioned the norms in
order to go with the best approaches for solving problems.
 Conclusion- I made conclusion in order to improve the situation wherein the efforts were
not resulting in the desired outcomes (Wikhamn, 2019).
 Action plan- In the end, I learned from the experience of the project and have analysed
various circumstances that can be improved if the same tasks have to be performed in the
future too. As a shaper, I have analysed various approaches that can go best with the
situations that occur as a hurdle for the team.
Discuss the group work performed at the organization as per the proportion of the team members
of the group.
The group work is performed with the help of equal team efforts of all the individual of
the team. The efficient team working consists of five team members who have carried out the
various tasks. The first colleague performed the roles of a worker as well as a monitor, the
second colleague worked as a specialist, the third colleague performed the role of a coordinator
as well as a resource investigator and the fourth colleague played the role of an implementer
whereas I played the role of a shaper.
As working as a team, we have used various theories like Tuckman and Thomas theories
to derive appropriate performance from our team. We have used Belbin's theory in order to
discuss our team roles and the ways in which we need to present our roles within a team.
Enumerate the skills that have been acquired during the module.
The skills that have been acquired by me during the module completion are discussed below-
 Empathy- The module has helped me in acquiring the skills of empathy and care. These
skills are required when you need to understand the situation of the customers and deal
with them accordingly in order to provide them comfort.
 Willingness to work more- The module has helped me to work upon my drawbacks and
now I feel more enthusiastic to do the work. The reason behind this is that I have
appropriate skills in order to complete the tasks.
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 Communication skills- The module has helped me in acquiring the communication
skills that are very important to convey my thoughts and message to the customers. The
communication skills will help me in having a better communication with the clients.
 Optimism- The module has helped me in acquiring the skill of optimism which has
allowed me to look upon the positive side of the situation.
CONCLUSION
The conclusion can be drawn from the study that Human resource management plays a
crucial role in the service sector industry. It performs various roles and has great significance in
the industry. The human resource management performs various functions in order to ensure
various services like health, medical cover as well as wellness programs. The study cover various
topics such as a reflective evaluation of the designs, planning and pitching stage of event
training. The study aims to identify areas that need improvement. A personal reflection is
provided of the group members and their contribution in the project. The study also discusses the
concept of group efforts in the organization. In the end, the report highlights the skills acquired
by the individual during the completion of the module.
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REFERENCES
Books and journals
Abukhait, R. M., Bani-Melhem, S. and Zeffane, R., 2019. Empowerment, knowledge sharing and
innovative behaviours: Exploring gender differences. International Journal of
Innovation Management. 23(01). p.1950006.
AlShamsi, O. and Ajmal, M., 2018. Critical factors for knowledge sharing in technology-
intensive organizations: evidence from UAE service sector. Journal of Knowledge
Management.
Cristiani, A. and Peiró, J. M., 2018. Human resource function, unions and varieties of capitalism:
Exploring their impact on human resource management practices based on CRANET
data. Employee Relations.
Dayarathna, N.W.K.D.K., 2018. High performance work systems in the service sector: A
Literature Review. Sri Lankan Journal of Human Resource Management. 8(1).
Idris, F. and Naqshbandi, M. M., 2019. Exploring competitive priorities in the service sector:
evidence from India. International Journal of Quality and Service Sciences.
Maheshwari, V. and et.al., 2017. Exploring HR practitioners’ perspective on employer branding
and its role in organisational attractiveness and talent management. International Journal
of Organizational Analysis.
Mat, N. H. N. and et.al., 2017. Employees’ understanding of HRM practices in the hotel
industry. Advanced Science Letters. 23(11). pp.10680-10683.
Sarvaiya, H., Arrowsmith, J. and Eweje, G., 2019. Exploring HRM involvement in CSR:
variation of Ulrich’s HR roles by organisational context. The International Journal of
Human Resource Management. pp.1-34.
Stankevičiūtė, Ž. and Savanevičienė, A., 2018. Raising the curtain in people management by
exploring how sustainable HRM translates to practice: The case of Lithuanian
organizations. Sustainability. 10(12). p.4356.
Wikhamn, W., 2019. Innovation, sustainable HRM and customer satisfaction. International
Journal of Hospitality Management. 76. pp.102-110.
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