Issues in Human Resource Management in Hospitality - Portfolio

This portfolio provides a comprehensive analysis of Human Resource Management (HRM) issues within the hospitality sector, focusing on contemporary challenges and emerging trends. It includes a reflective essay on HRM practices, the design of a job description and person specification for a management position in a hotel, and a discussion on performance management procedures to minimize staff retention, identify training requirements, and increase promotions. A critical analysis of Novotel London's HR policies and practices is also presented, addressing topics such as labor shortages, technological advancements, and evolving customer experiences. The study highlights the importance of effective HRM in managing intercultural administrative issues and adapting to the digital economy within the hospitality industry. Desklib provides students access to solved assignments and past papers for similar assignments.

ISSUES IN HUMAN
RESOURCE
MANAGEMENT
1

TABLE OF CONTENT
INTRODUCTION...........................................................................................................................3
MAIN BODY..................................................................................................................................3
1. Reflective essay over articles over contemporary issues as well as emerging trends with
HRM into hospitality sector.........................................................................................................3
2. Designing and developing a job description and a person specification within range of
management position in hotel:.....................................................................................................6
3. The procedure related to performance management in hospitality industry to help
organizations in order to minimize staff retention, identify training requirements and increase
promotions...................................................................................................................................9
4. Critical analysis of two HR policies and practices of Novotel London................................12
CONCLUSION..............................................................................................................................13
REFERENCES..............................................................................................................................15
2

INTRODUCTION
Human resource management is the kind of activity in order to manage people and fulfil
assignments appropriately along with achieving better performances of employees. It runs as an
effectual and strategic management of the whole establishment in order to achieve profitability
objectives. This whole procedure includes the recruitment of workforce people, provide training
to them and develop strategies in order to make them satisfied so that the company will able to
run smoothly (Dwivedula, 2019). HR managers are accountable to recruit employees as per the
role and responsibility required by the position. Hence, it is greatly significant for human
resource personnel to have quality within them to identify and evaluate the suitable candidate as
per the job role.
Novotel London is a French based hotel brand and among one of the UK’s largest
hospitality chain with wide number of rooms and hotel facilities. They operate their hotels and
restaurants at varied locations, which include airports, city centres, suburbs, etc. The study will
elaborate the aspects of contemporary as well as emerging issues faced by hospitality industry
along with development of job description. Furthermore, the report will also discuss about the
procedure related to performance management within the Novotel London to minimize the
employee turnover and identify training requirements along with analysis over existing HR
policies of Novotel London.
MAIN BODY
1. Reflective essay over articles over contemporary issues as well as emerging trends with HRM
into hospitality sector
Human resource management is the overall administration of company issues that create
challenges to the employees who are working for the betterment of the company. The role of HR
managers within the establishment is highly important as it requires the recruitment of
employees, provide them all the facilities which satisfies and retain them for longer period of
time and all other similar kind of activities within the organization. With the help and support of
HR managers, the employees are able to do their best in order to achieve their professional as
well as personal goals (Chelladurai and Kim, 2022). Human resource personnel assist employees
by developing an environment, which promotes positive culture, as well as create strong
relationship among employees to accomplish their tasks. They are exactly the people who guide
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managers and team leaders towards correct direction through which they can help employees to
achieve their pre-determined goals, which also automatically support company expansion and
growth within the market space. Apart from all such actions and providing appropriate support to
each and every person within the firm, they have to face certain challenges as well at the time of
performing their tasks within the organization. As per the views represented in the article such as
“challenges of HRM practices” which was written down by Rathesh J in year 2019. I have
evaluated that as per latest trend the human resource managers have to act in smart manner and
companies are putting more pressure as well as responsibilities over them because of which they
sometimes have to face certain challenges (ijrar, 2019). The issues includes the rearrangement of
work over the achievement of mission and vision created by the company and thus requires
appropriate efforts in order to attract suitable candidates along with retaining existing personnel.
They are also accountable to empower candidate, manage international personnel, achievement
of supplementary services, administration of workspace diversity, expansion strategies and adopt
them efficiently, etc. Within all the actions, the human resource managers do not have any
options rather than respond as per the situations while taking benefits with the help of adopting
gradual changes required within the company (Farndale and et.al., 2020). They also have to act
according to the nature of job role, current practices and complete policies in order to attain
potential challenges faced by the company.
Another article which highly able to provide similar kind of information available with
the name “Human resource challenges in the hospitality sector” which has been written down
by the author Eslam Ahmed Fathy in year 2019. The journal highlights detailed information that
are related to the emerging trends of HR managers (Routledge, 2019). In traditional companies,
human resource people are responsible to recruit, select, train and compensate employees to
make them sustainable within the establishment. They also have to make sure about the
fulfilment of labour laws along with compliance activities in most appropriate ways. But as per
current scenario, with the help of emerging trends the role of HR managers are also changed and
requires more efforts which involves the continuous planning related to business actions,
maintain labour relationships, succession planning, work premises diversity along with employee
engagement activities (Lee, 2021). This helps to originate exact information about the recent
activities that requires to being fulfilled by HR managers in order to provide their best services to
the employees of the company.
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Within the article named as “Human resource management within the hospitality
industry” also enables me to get detailed information and interpretation about the challenges
that has been faced by human resource management personnel, as they have to handle issues that
are being related to intercultural administrative issues within the hospitality industry. This
specific sector is completely based and dependent upon the foreign travellers as well as tourists
that are being come from all across the national boundaries. This helps the firm to achieve
appropriate profit margins and run their business successfully over years. Thus, it is highly
significant for HR management people to bridge the cultural gap among the company with the
help of assisting their guests appropriately because the foreigners requires suitable attention of
the company people to make their trip successful and memorable.
Some of the employees make mistakes in order to manage cross cultural people and intercultural
communication while working in any company and for this, the HR people have to take certain
initiatives and do control over the actions. Within the article, the researcher represent specific
recommendations for human resource personnel which helps the company to overcome from
such kind of challenges and keep the spirit of employees higher to achieve their goals (Molina-
Azorin and et.al., 2021). With the help of recruiting and maintaining good talented candidates,
provide them appropriate compensation along with remuneration, handle change management
efficiently, provide them constant learning sessions and do succession planning, etc., the HR
managers resolve all the issues that has been arises within the establishment in context of
hospitality sector.
As per the article, i.e. “HRM in the time of emerging trends of digital economy”
which has been written down by Svetlana Evseeva in year 2020 states that human resource
management comes at the point in which the HR personnel is at the inflection point with the
starting of the digital economy (edp sciences, 2020). After the involvement of digitalization
within the hospitality sector the role of the HR managers enhanced as the employees feel
themselves not at all important for the company as all the significant requirements have been
fulfilled with the help of adopting online procedure, which generates the requirement of less
number of employees within the organization (Man, 2020). Hence, in order to retain talented
people along with making them feel comfortable the role of managers is significantly important.
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As per taking consideration about above mentioned all three of the articles, it can be
illustrated in context of emerging issues into contemporary world in the hospitality sector, the
Novotel London also faces certain issues as per recent scenario. The HR people face various
challenges in order to keep and manage their staff as well as premises in most considerable
manner. Such as the hotel have issues with their cleanliness. Furthermore, they also have to deal
with the challenges that are related to shortage of labour, global emerging trends, technology,
unavailability of capital as well as evolving customer experiences.
2. Designing and developing a job description and a person specification within range of
management position in hotel:
Job description is a document that contains description of particular job and its related
element including job title, job location and job summary. This is formal document uploaded by
organization to attract candidate, this documents provide clear understanding about job for
example if job description is uploaded by organization for head chef highlighting key element
and description of job and its role they have to perform. Candidates have a look on job
description where they can understand whether they are suitable for the job role or not
(Nikolaou, 2018). Job description is important element that allow both organization and
candidate to stay clear in the process, organization clear define what and which type of candidate
will be required by the organization whereas candidate might understand what exactly they have
to perform in specific area in the process (Alfarizi, 2020).
Job description
Job title
Head Chef
Job Location
The Standard London, high street, UK.
Email ID: [e-mail]
Twitter ID: @thestandardlondon
Job Summary
We are seeking an experienced and skilled Head chef that have ability to manage Kitchen
activities and perform remote task in peak season time. Candidate must have ability to design
menu according to the demand of guest, head chef must have experience in menu designing that
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allow them to cover every valuable dish and ensure they meet expectation of guest. Head chef is
responsible for maintaining high standard food production process with all level of hygiene,
keeping department under control and guide staff member to drive better result out of kitchen and
department (Pudasaini and et.al., 2022).
Candidate need to stay available at specific time including peak season, holiday, event
and other special occasion. Candidate must be suitable for the job title and must have ability to
minimize cost, head chef need to control inventory of kitchen as well to ensure dishes are
prepared within time frame.
Reporting to: Catering Manager
Main tasks:
 Head chef must have ability to supervise preparation of every food item and need to work
as waiter and working chef if required according to the situation and must not hesitated to
work with staff member.
 Head chef have to oversee and supervise all kitchen staff and activity including aware
staff about their duties, Head chef might be asked to provide training to staff member and
ensure they become responsible towards their job role in the kitchen.
 Head chef must have leadership style that allow them to handle and manage staff member
and ensure high quality of service to provided to guest within hotel. Head chef will
remain responsible for staff overview and staff retention process and keep eye on safe
working process of staff member (Parameswaran, 2019).
Job duties and responsibility
 Managing kitchen stock and ensure inventory remain in stock to meet the demand on
time.
 Controlling and directing food preparation process and other kitchen activity.
 Designing menu and including every trending dishes to meet the demand of guest in the
hotel.
 Keep eye on staff activity and their level of awareness about hygiene food preparation
process.
 Need to maintain record of kitchen and need to analyse risk that might arrive in the
kitchen.
Department
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Kitchen
Job specification is one of the most important element, every business organization
provide job specification that allow them to clear what they demand from candidate applying for
the job role (Ross, 2022). This is important document, which allows both organization and
person to understand job role, business, clearly define what skills will be required (Singh and
Sharma, 2020). Candidate need to have these skills, apart from skills, business also highlight
what type of qualification will be required to apply for job role, specification about job and its
role will be provided by the business to manage any issue arrive due to unclear job specification.
Job specification
Qualifications
 Candidate must have ability to manage restaurant and skills to manage certain criteria
including management of restaurant, preparation of food, inventory management, security
and maintenance of the department.
 Candidate need to follow policy and procedure provided by the hotel to ensure they
compile and perform their work in effective manner, violation of policy may lead to
serious action against candidate during their working hour.
 Candidate must have knowledge and experience for using system of the hotel including
computer system like Microsoft Word, Excel and other function of the computer system.
 Candidate must have degree in hotel management within university of the UK and must
have clear criteria in chef process to prepare food and manage restaurant.
 Candidate must have nationality of the UK. However, if candidate is from different nation
then they have to perform certain examination to get this job position.
 Candidate must have knowledge of policy and procedure that will be required in hotel
management process, these candidates need to have skills to manage an hotel and its
activity.
Experience
 Experience within 1-5 years will be needed for this role.
 Candidate need to provide training and coaching to their staff member and have to
effectively use their experience.
 Candidate must have experience to manage challenging task along with experience of
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working professionally under pressure.
Training and development:
Training and development will be provided to candidate that allows them to explore development
process. However, candidate must have ability to manage their job role and must have ability to
train their staff member as well.
Skills and ability:
 Candidate must have professional hotel management skills.
 Must have leadership ability to manage staff member.
 Must have fluent English both written and spoken.
 Candidate must have skills to work under pressure when season while arrive, they have to
face huge challenges.
 Must have ability to work with team and manage multiple task in process.
Both job description and job specification is important document that will be required in
employment process, candidate who applies for job consider these document and make them
aware about process of the business organization (Slovic and et.al., 2019).
3. The procedure related to performance management in hospitality industry to help
organizations in order to minimize staff retention, identify training requirements and
increase promotions
In order to get more from the employees, the human resource managers have to face various
challenges because the attitude of the employees keeps on changing on constant basis. This
activity makes it more difficult for employers to regulate business atmosphere. Specially within
the hospitality industry, it is greatly important to pressurize employees to provide their best of
the services as it is directly affects the satisfaction level of guests and ultimately make them
appropriate to achieve profitability level (Narayanan, Rajithakumar and Menon, 2019).
Performance management is more just about managing the poor performances of employees
within an establishment. It is all about getting the right candidate at the correct position at the
specific point of time, which helps them to deliver efficient as well as high quality services to the
guests who are coming in order to get benefits from the company (Gyurák Babeľová and et.al.,
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2020). This also requires the termination of poor performers from the organization who are
unable to fit within the firm for the job role or position provided to them. The ultimate goal of
any employer is to hire efficient and talented employees who are extremely suitable for the
company as this the best way to avoid expensive employment proceedings. Different steps that
have been undertaken into performance management especially in the hospitality industry, which
assists the Novotel London in order to minimize the employee’s turnover rates, are:
 Recruit the appropriate candidate within the firm: Getting the right and talented
candidates over the position, which requires candidates help the company to spend
limited amount of spending over the people who are being selected. This action starts
from putting correct efforts over recruitment people for the company. It also involves
varied stages of interviews along with test as well as personal interview sessions to
identify the candidate appropriately (Pascual-Fernández, Santos-Vijande and López-
Sánchez, 2020). For Novotel London, it is extremely important to check the complete
background of candidate before hiring any people within the company because it directly
affects the reputation of the enterprise.
 Setting of exact expectations: After being employee of the company and passing the
recruitment procedure, the accountability of the employer starts to provide detailed
orientation of the roles and responsibilities that needs to be fulfilled by the candidate
while working over there. The orientation is the activity, which helps the employees to
generate positive attitude towards the company (Stahl and et.al., 2020). In Novotel
London, the employees have to fill employment form initially by providing their personal
details within the company and the company provide detailed handbook of the company,
which illustrates the details of the hotel. Providing such kind of details shows the
professional behaviour of the employer. Before starting the services, the employer has to
train their employees about the policies and procedures that required to be fulfilled while
working in the company. By appropriate training sessions, the employees are expected to
give their best to the company.
 Performance coaching: If the initial both the steps goes in the correct direction then it
becomes suitable for both the employer and employee to perform their tasks accordingly.
But apart from the higher performance giving by employees, their regular performance
evaluation is highly important to maintain sustainability among the company. In Novotel
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London the employees performance evaluation has been done on annual as well as semi
annual basis by using appropriate checklists, feedbacks provided by the guests, reports of
inspections and similar kind of records. The company also provide their employees an
opportunity to get additional training sessions while facing any kind of difficulty while
working in the company. Apart from this, it order to get appropriate training sessions, the
methods such as professionals involvement into training, 360 degree reviews along with
providing individual coaching to employees takes place (Paderna and et.al., 2020).
In order to explain the requirement of training needs that helps the employer to assist the
Novotel London in context of procedure of performance management is that it related to the
requirements and gaps that needs to be accomplished by providing effectual training sessions to
the newly recruited candidates (Mohiya, Faisal and Sulphey, 2020). It is basically related to the
requirement of finding about the ways to evaluate performance related issues along with their
solutions that how it can be resolved. There are various ways, which assist the company to
identify training requirements within the firm such as:
 Determine the final outcome: the foremost goal of the Novotel London is related to the
identification of ideal ways in which the employees should perform their core services
while working within the company. For such kind of situations, it is greatly important to
identify the actual performances of the employees along with determining the desired
performance standards (Yao, Qiu and Wei, 2019). Actually, at the very beginning of the
level, company have to analyse the procedure which has been prepared in a way which
automatically highlight the desired outcome from their employees to attain appropriate
profit margins.
 Identify current outcome: After the identification of the ways through which any
company should perform their tasks, the next step arises is to evaluate the current results
or performances of employees in order to determine the gap between both of them. With
the assistance of appropriate observation of learners, interview the supervisors, taking
feedbacks, evaluate company matrix from them about their team members and at the end
analyse performance report (Sharma and et.al., 2022).
 Evaluate the cause of performance gap and offer solutions to them: Now the Novotel
London managers are able to understand the exact reason about the particular
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performance gap, the next step is to evaluate the solutions through which the employers
are able to rectify the performance level of employees (Yao, Qiu and Wei, 2019).
Generally, it has been identified with the proper performance evaluation suggests that in
most of the cases he lack of information and abilities are the primary reason that
generates performance gaps.
In terms of enhancing performance level, the process in the company assist employer to do
continuous evaluation to identify individual performances. With this, the HR managers are able
to identify the candidates who require training sessions and who are performing well as per the
set standards (Hewett and et.al., 2018). The employees in the Novotel London giving their best
in the company and help them to achieve profitability level along with generating great brand
image.
4. Critical analysis of two HR policies and practices of Novotel London
HR policies and procedures are important as it assist to provide consistency, structure,
fairness and accountability towards the company. It provide guideline over employee-employer
relationships which contribute their part over the acceptable norms of scheduled work, health and
safety measures, conflict resolution, etc. HR policies and processes are not one time attempt to
build successful company, With the help of policies, the employees are able to create clear
communication and fulfil their responsibilities efficiently (Saeed and et.al., 2019). Such policies
assist the employees to be treated in fair manner as well as equally. The policies should be
prepared as per the qualities which includes that they contribute towards achievement of
company goals, make well aware their employees about their significance, and encourage their
relationship among company and employees, policies should be flexible in nature so that it can
be revised at any point of time as and when required.
Moreover, the procedures and policies keeps on updated and reviewed to make sure that
they are updated and able to serve their purpose as per current scenario. In context of Novotel
London, the policies and processes followed by the company which have been developed in
order to make necessary changes when required by the company. The managers and leaders of
the firm help to revise and change some policies in favour of employees along with company as
well in order to serve their purpose to both of them. Revised policies of Novotel London are:
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 Selection and recruitment policies: Initially the company provide opportunities to
young talent only because as per the views of managers and leaders of Novotel London, it
has been evaluated that young talent are more prone to adopt changes in rapid manner
rather than old age people. However, according to the current scenario, the experiences
matters a lot while working into hospitality sector. Hence, after taking this into
consideration, the company allows the senior and experience candidates within their firm.
 Grievances resolution at workplace: At initial terms, and the Novotel London creates
and follows policies that are related to grievance handling in a way that the candidate
who faced issues have to follow appropriate process and steps to reach at the concerned
person in order to get appropriate solutions (Ibrahim, 2021). But now, it is being revised
and company introduces new panel which only helps the employees in order to resolve
their issues and problems which has been faced by them while working within the
company. The policy has been revaluated as earlier it took high level of time to resolve
specific issues as huge number of steps needs to be followed by the employees to get
their problems resolved. Now the panel is being able to provide direct and suitable
solutions at appropriate time period.
Revision of these two policies within the firm is important in order to ensure that these two
are the most important policies in the firm. As company procedures clarify, the employees
expected standards and assist them to manage more accurately and in proper manner. Just like
above two strategies, it might be possible then in future times more policies requires changes
according to the ongoing trends (Sakharina IK and et.al., 2020). However, the core elements of
policies and procedures might stay the same and only the details of the policies should change
according to the standards of the company, their requirements and desires along with legal
requirements of the company as per the changing scenario. The above mentioned two policies
required to be revised as the Novotel London is facing certain challenges related to the policies
that are being made by the management staff members in context of recruitment and selection
criteria as it consists of some loopholes. Furthermore, the another policy is related to the
grievance resolution as it requires precise structure to handle the issue or even resolve them in
rapid manner.
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Email
To: All [e-mail]
From: [e-mail]
Subject: Revised policies implementation
Dear All,
Please allow me to share that in order to take certain initiatives about the policies and make
them better for the firm as well as for all of you, the management have decided to adopt certain
modifications in some of our policies. Kindly find the attached modified policy draft with the
mail. The modifications will be applicable from 1st of May.
Thanks and regards,
HR manager
From the above represented questions I am able to learn a lot about the contemporary
issues that have been faced by the hospitality sector in recent era. Moreover, it does assist me in
enhancing my knowledge related to the job description and job specification along with the
concept related to performance management in Novotel London which is the reputable
organization among the hospitality industry in UK. Furthermore, I am also able to evaluate two
policies among the hotel which requires modifications along with sharing the information with
the help to send email to employee’s in order to communicate with the overall workforce.
CONCLUSION
From the above report, it has been concluded that Human resource management is the kind
of function that are highly required in the company in order to manage all the issues related to
employees within the company. The actions include recruitment and selection, performance
management, development and training, motivating employees and many more but it is not
related to these activities only. The study involved the reflection over the three selected articles,
which highlight the issues and challenges related to the modern as well as emerging trends
associated with the hospitality industry.
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Within the study, the concepts related to the job description and job specification has also
been discussed by making sample of both the documents in order to provide detailed evaluation
of the job role that is being selected for the current report. The description and job specification
also has been described in the above report to provide detailed information about the concepts.
The procedure within the Novotel London in order to reduce the staff turnover in the company
has been illustrated which involves certain measures which helps them to reduce their staff
turnover ratio. The requirements and desires of the training along with actions, which help to
increase promotional activities, have also been described in the work.
At the end, the whole study involved the procedures and policies that help to revise the
policies according to the changing scenario in order to give maximum support to their employees
as well as company into positive manner.
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Pascual-Fernández, P., Santos-Vijande, M.L. and López-Sánchez, J.Á., 2020. Harnessing
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