Human Resource Management Report for Crowne Plaza Hotel Analysis

This report provides a comprehensive analysis of Human Resource Management (HRM) practices within the context of Crowne Plaza Hotel. It begins by outlining the fundamental role and purpose of HRM, emphasizing its significance in managing employees, formulating policies, and monitoring ...Read More

Human Resource Management for
Service Industries

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
1.1 Role and purpose of human resource management..........................................................1
1.2 Human resources plan based on an analysis of supply and demand................................2
TASK 2............................................................................................................................................3
2.1 Current state of employment relations.............................................................................3
2.2 Employment law impact human resources management.................................................4
TASK 3 & TASK 4..........................................................................................................................5
Covered in PPT.......................................................................................................................5
CONCLUSION................................................................................................................................5
REFERENCES................................................................................................................................6
.........................................................................................................................................................7

INTRODUCTION
Human Resource Management (HRM) is a necessary factor of business firm. It refers to
process which is prepared to hire and improve performance level of staff members in an effective
manner. In each organisation, the main focus of human resource department is managing
workers, preparing policies or strategies and monitoring the activities. This present report is
based on Crowne Plaza hotel and it is a multinational chain of the full service in United
Kingdom which provides the better quality of services to people (Baum, 2015). In hospitality
industry, HRM plays a necessary role because it needs capable or better employees which can
deal with consumers in a better manner. In this given report, it mentions about purposes and also
role of HRM in Crowne Plaza hotel. The human resource manager of this hotel enhances
motivational level of staff members. Employment law can affect HRM which will also be
discussed in this given report.
TASK 1
1.1 Role and purpose of human resource management
HRM is regarded as the most essential management function and its main focus on
managing and controlling all the business operations in an effective manner. There are many
different types of activities which HR department involves like for an instance hiring and
selection, performance appraisal, training and development, motivation and many others. All
these activities are helpful in accomplishing aims and goals of an organisation. In context to
Crowne Plaza hotel, it provides all necessary services to consumers which can satisfy their needs
and demands in proper manner. It operates its hotel in almost 52 different countries and it has
more than the 400 hotels. The major purpose of HRM is to increasing development and also
profit level of an organisation. There are some roles of HRM in Crowne Plaza hotel:
Recruitment and selection- Under this, there is a big role of managers to hire the right
people for the right post and at right time on the basis of capabilities and abilities (Bentley and
et. al., 2012). The main objective of hiring is attract large number of staff members towards the
vacant positions. It can be done through providing newspaper advertisement, pool campus
interview and many others. In the process of selection, it includes execution of different
techniques such as written or aptitude tests, interviews and many others in order to select right
person for right job. Under this, it is necessary that business firm should recruit the bets capable
employee which can person the activities as well as all operations in an effective manner and

also work for achieving the aims and objectives of business firm. Human Resource manager
should know tell about the roles and responsibilities to employees so that they can work
accordingly. Manager should appoint the person on the basis of capabilities, skills, abilities and
also thinking of a person.

Performance management- It involves those activities which assure that objectives are
consistently meet in a better and effective way. The main motive of performance management is
to meet goals and objective of an organisation with performance goals, core competencies and
skills of staff members in a better manner. It includes developing workforce which has better
understanding to accomplish the level of an organisation. With the help of this human resource
manager can measure performance level of staff members and also motivate them so that can
work in a better and effective manner. It is a continuous procedure where staff members and
manager work together to make plan, monitor and also review work goals of staff members.
Under this, HR manager is responsible for preparing the effective system for the performance
management. It is helpful in keeping the staff members motivated so that they can work in a
proper manner towards accomplishing aims and objectives of an organisation in a better manner.
Training and development- In Crowne Plaza hotel, manager provides training to its staff
members so that their skills and working abilities can be improved and work together. Training is
the main part of development and in this, there is a training given on specific skill but in the
development, there is overall grooming of person so that they can contribute towards the
organisation in a better manner (Bratton and Gold, 2012). Training and development both are
the effective way to enhance capabilities or skills of staff members so that they can perform in an
effective or better manner. It will be helpful in increasing the development as well as
productivity level of Crowne Plaza hotel. In addition to this, Human resource manager is
responsible for increasing performance level of employees.
Human resource planning- It refers to a process which determines future and present
needs of human resource for business firm to accomplish aims and objectives. It should severe a
better link among overall strategic plan and also human resource management of business firm.
It is a responsibility of HR department to planning human resources like for an instance office
staff, associate workers and many other positions, the human resource planning is done
according to forecasting related techniques like for an instance retiring from job, workers which
are going for long leave and many others (Marco-Lajara and Úbeda-García, 2013). Under this, it
is necessary that human resource manager should develop the better plan and also implement at
work place by including the staff members in a better manner.
Welfare of staff members- IN this, department of human resource takes interest and also
plays a necessary roles in taking care the health care as well as welfare of staff members in the

hospitality sector. It involves gibing safe, clean and positive working environment with needed
amenities like for an instance clean water for drinking. Department of human resource plays a
significant role in assuring the health related services such as wellness programmed and medical
cover to staff members. It is necessary that human resource manager should take care about the
work life balance and also look towards development and productivity of staff members which
consist social, physical and mental health (Williams and Shaw, 2011). It is essential that human
resource manager should take care about the health and personal needs of staff members in an
effective and better manner. From this they will think good for company and work towards
achieving aims and objectives of Crowne Plaza Hotel with in a given period of time.
Implementing policies- It is a duty of HRM to execute all the policies and plans at work
place in a better way, so that employees can work accordingly. At the time of implementing
policies, it is necessary for managers to include all employees. During execution policies as well
as plans, it is necessary that human resource manger should implement the policies which was
developed through top management in a better manner and through including all the staff
members of Crowne Plaza hotel. With the help of this, motivation level of staff members will be
enhanced and they will work in an organisation for long time period. Through this, reputation
and growth of firm will be enhanced.
Working together- In this, there is a main role of human resource manager to motivate
the staff member so that they can work together and also work for achieving the organisational
objectives in an effective as well as better manner. It will be helpful in making business firm
more effective as well as productive. It is necessary that management and staff members should
work together ta workplace from this morale of employees will be enhanced and they will be
retain at workplace for long period of time (Chan and Kuok, 2011). In Crowne Plaza hotel, staff
members are be shifted around various functions of business which are based on the priorities an
well as preference of staff members.
1.2 Human resources plan based on an analysis of supply and demand
Human Resource plan refers to a process of determines existing and also future
requirements of human resource for company to attaining aims in an effective manner. It is
helpful in managing all wastage and also minimizing uncertainties (Chan and Kuok, 2011). In
context to Crowne Plaza hotel, human resource department prepare an effective plan under

which they record all the relevant or accurate resources which will be necessary in order to
develop organisation at market place. This hotel provides all services to its consumers such as
accommodation, clean room facilities, transportation services to tourists, fresh and better food
and many others. For future, it will be helpful in providing competitive advantage to an
organisation in a better way. In Human Resource Planning (HRP), there are some stages are
involved which are given below:
Assessing human resources- In this, practices of HRM will executed in an organisation
through Human resource manager and this person is responsible in improving activities and
operations of business, in Crowne Plaza hotel, assessment of HR will begin from doing
environmental analysis. This organisation conducts the PESTLE and also SWOT analysis to
know about the weaknesses and capabilities or business or also identify those factors which can
impact on business operations. In addition to this, it is necessary for manager to analyse
performance of staff members in an effective manner.
Demand Forecasting- This is regarded as most necessary stage for determining the
estimated supply and also demand of human resources in Crowne Plaza hotel. It is helpful in
measuring future needs of an organisation in context to quality as well as quantity of the work.
Its main objective to meet future needs of HR so this hotel can accomplish its necessary
objectives (Bratton and Gold, 2012).
Supply forecasting- This process is carried out with an aim of approximation of human
resource supply at market. It is helpful in evaluating those resources which are present inside as
well as outside of company. In internal sources involves promotions, job rotations and many
others. On the other hand external sources consist hiring and selection of employees for vacant
positions.
Matching demand and supply- It is necessary stage and under this supply and demand
both need to be meet. Under this, it is essential that supply should be match with the demand or
making the position balanced (Baum, 2015). Objective of this stage is to bring future forecasting
of supply and demand of manpower in a better manner.
Action plan- Under this last stage of process of HRP, there is a need to analyse shortage
and excess of human resource. If in case there is shortage of employees then manager should
appoint the new and capable employees which can perform their job in better manner and in case

if there is staff members in excess, then firm should remove some employees through transfer,
termination, lay off and many other ways.
TASK 2
2.1 Current state of employment relations
Employment relationship is link among staff members and managers. In order to
managing the better relationship, organization need to give better treatment to employees and
motivate them on continuous basis. With the help of this they will be loyal for an organisation
and will commit for their jobs in a better manner ( Bentley and et. al., 2012). In addition to this,
it is a duty of human resource manager to conduct the survey to take better opinion of staff
members in order to determining and also resolving the workplace related issues or problems of
staff members. Legal connection which is exist among employer and staff members is considered
as employment relationship. HRM is a main concept which us conducts in organisations and in
this different kinds of activities and tasks are conducted which will impact on business firms as
well as staff members. Employment relations refer to a relation among the employer and
employees. It is necessary that firm should maintain the better relations with its staff members so
that they can work for firm and achieve organisational target in a better manner. It is a necessary
factor which is attached with hospitality sector. It is important that HRM related to service sector
must look on developing the harmonious relation of employees. If employment relationship will
be good, then productivity of company will also be improved in a better manner. It will aid in
increasing motivational level of employees and all will work in a team. In Crowne Plaza Hotel,
firm is measured according to employment relation which is running in an organisation. This
company treat its all staff members equally and do not bring discrimination among the female
and male employees. This hotel provides training to employees so that their performance level as
well as motivational level will be enhanced in a better way (Crouch, 2011).
Current state of an employment relations in service sector includes friendly or healthy
and cohesive working environment where staff members of all level working in a team. Benefits
as well as remuneration which is offered to employees in hospitality sector are base on kind of
job staff members are included. It can be observed from present circumstances that in coming 2
years, this hotel will be able to accomplish good position at market place. There is a need to
organisation to determine all circumstances of market in order to develop a better plan. After
separate from European Union, UK country is going by temporary disruption so from this there

is a political stability and firm can increase its business operations in a better manner. Crowne
plaza hotel assures that it provide better working conditions to employees so that they can work
properly and also provide all attractive services to consumers so that they can retain towards
company for long period of time.
2.2 Employment law impact human resources management
Employment law mediates relationship among employing entities, government, workers
and trade unions. The collective labour legislation concern to tripartite relationship among
mangers, union an staff members. It is a broad area of all areas of relationship of employees
expect process of negotiation which is covered through employment legislation as well as
collective bargaining. Employment law refers to legislation areas which deal with legal duties
and rights of staff members and managers. It regulates relationship among the employees and
employers. The government of United Kingdom prepares many legal systems in order to save or
protect the right of workers at workplace (Crouch, 2011). These legal systems are implemented
on business firm and assure ethical or fair practices which are to be carried out on the staff
members. It is necessary that employers should treat its staff members in a better manner. There
are some legislations which Crowne Plaza hotel executed at the workplace:
Occupational Health and Safety Act, 1970- The main purpose of design this type of
legislation to give a better or safe working environment to workers. It is the responsibility of
organisation to provide proper training to staff member about new machineries and also
equipment, from this chances of accidents will be reduced. Reading the new machineries, it is a
duty of employer to give instructions and guidance to use them in a proper manner. Wrong use of
machineries can develop affect on productivity and can be reason for accident of an organisation.
Anti-discrimination Act, 1977- It was developed through government of United
Kingdom. It is for protecting rights of workers from any kind of discrimination in an
organisation according to age, gender, religion and colour. So, in addition to this, it is essential
for business firm to apply this kind of legislation in company. Under this, firm should give the
equal opportunity to all staff members for the employment and also treat them equally.
Minimum Wages Act, 1948- It is a necessary legislations which is executed at workplace
in regards to protect rights of employees against minimum wages those are received through
them. There is a right of every employee to receive all wages in exchange to work which was
done through them in a proper manner (Evans, Stonehouse and Campbell, 2012).

Working time regulation Act, 1998- This law was applied on all labours and also
stipulate less breaks for rest purpose, weekly rest, daily rest and also more working weeks. On
the basis of this acts, any workers can not work more than the 48 hours in a week. For the extra
work, there is a need to company to pay some extra money to workers. It is essential that Crowne
Plaza should give set time for working of staff members. It is important that firm should pay
extra for extra working needed. It is necessary that employees has right to do 9 hours working in
a day. Breach of these regulations and legislations will impact on business of hotel.
Trade Union- Collective bargaining and also trade union both are the necessary part of
reforms of the hospitality sector. It is helpful in safeguard interest of workers and then protect
their right in better manner.
The main objectives of all given legislations of staff members to motivate them and also
be make their effort better. It will be helpful in enhancing an effectiveness and efficient of staff
members which aids to develop satisfaction level of consumers and enhance profitability of an
organisation in hospitality sector. In addition to this, manager of Crowne Plaza hotel should
know regarding all legislations which can protect right of employees. HR manager is responsible
to execute all legislations to run business legally.
TASK 3 & TASK 4
Covered in PPT
CONCLUSION
It has been concluded from the above given report that HRM is helpful in enhancing
development and growth of an organisation. The manager of Crowne Plaza hotel develops better
relationship among organisation and staff members and treats them in a better manner. In this
given report, it studied about the roles of HRM. Importance of hotel industry can be examined
through organisation position at market place. All functions which are performed through
department of human resource helps in making better reputation at market. Assessment of
present state of the employee relation has been also discussed in this report. Under this mention
report studied regarding the different emplacement laws which Crowne Plaza hotel needs to
applied ta the workplace in an effective manner to save or protect rights of employees.

REFERENCES
Books and Journals:
Baum, T., 2015. Human resources in tourism: Still waiting for change?–A 2015 reprise. Tourism
Management. 50. pp.204-212.
Bentley, T. A. and et. al., 2012. Perceptions of workplace bullying in the New Zealand travel
industry: Prevalence and management strategies. Tourism Management. 33(2). pp.351-
360.
Bratton, J. and Gold, J., 2012. Human resource management: theory and practice. Palgrave
Macmillan.
Chan, S. H. and Kuok, O. M., 2011. A study of human resources recruitment, selection, and
retention issues in the hospitality and tourism industry in Macau. Journal of Human
Resources in Hospitality & Tourism. 10(4). pp.421-441.
Crouch, G. I., 2011. Destination competitiveness: An analysis of determinant attributes. Journal
of travel research. 50(1). pp.27-45.
Evans, N., Stonehouse, G. and Campbell, D., 2012. Strategic management for travel and
tourism. Taylor & Francis.
Guest, D.E., 2011. Human resource management and performance: still searching for some
answers. Human resource management journal. 21(1). pp.3-13.
Ladkin, A., 2011. Exploring tourism labor. Annals of Tourism Research. 38(3). pp.1135-1155.
Marco-Lajara, B. and Úbeda-García, M., 2013. Human resource management approaches in
Spanish hotels: An introductory analysis. International Journal of Hospitality
Management. 35. pp.339-347.
Nickson, D., 2013. Human resource management for hospitality, tourism and events. Routledge.
Williams, A. M. and Shaw, G., 2011. Internationalization and innovation in tourism. Annals of
Tourism Research. 38(1). pp.27-51.
Online:
TRAINING & DEVELOPMENT, 2018. [Online]. Available through:
<http://www.hrwale.com/training-development/>.