Human Resource Management for Service Industry Report - HND

This report provides a detailed analysis of Human Resource Management (HRM) within the service industry, specifically focusing on the hospitality sector and using Hotel Russell as a case study. The report covers various aspects of HRM, including the purpose and role of HRM, labor supply and demand planning, employee relations, employment laws, and practical HRM practices. It delves into job descriptions and person specifications, comparing selection processes of Hotel Russell and Hotel Hilton, and highlighting the contributions of training and development activities to effective operation. The report also includes a discussion on management and technical skills development, time management, and personnel effectiveness. References to books, journals, and online sources are provided to support the analysis.

Human Resource management
for Service Industry

Table of Contents
INTRODUCTION...........................................................................................................................3
TASK 1 &2......................................................................................................................................3
Covered in PPT...........................................................................................................................3
TASK 3............................................................................................................................................3
3.1 Job description and person specification...............................................................................3
3.2 Comparison on selection of different organization...............................................................6
TASK 4............................................................................................................................................7
4.1 Contribution of training and development activities to the effective operation....................7
CONCLUSION................................................................................................................................7
REFERENCES................................................................................................................................9

INTRODUCTION
Human resource management is the organising, coordinating, planning of human
resources in an organization. These are the employees who are working in an organisation. There
are many workers in the organization, therefore it is essential for the manager to coordinate
among the employees. It manages the requirements and needs by negotiating according to the
situation of organization. In hospitality industry the facilities such as Wi-Fi, accommodation,
transportation, food and many more luxuries and average facilities are included. This industry is
increasing because of the services provided to its customers. Managers have to train their
employees in order to fulfil the changing needs of customers. In this report, Hotel Russell is
taken which is five star hotel and provide all the facilities described above. In this report, purpose
and role of HRM, planning of supply and demand of labour, relationship of employee, laws of
employment, HRM practices example and role of training and development is included.
TASK 1 &2
Covered in PPT
TASK 3
3.1 Job description and person specification

Every company wants better recruitment of employees in their organisation for the
current time period (Smith, 2016). It provide responsibilities to the HR managers for analysing
the need of recruiting and selecting the appropriate candidates for the organisation. If HR
manager wants to conduct the Recruitment process they have to measure the needs of the
requirement in every department, due to which, they will able in making job description and job
specification the example of this specific documents are as under:
Job description: It is all about the detailed information of job profile in which a candidate is able
to know about its job in organization.
Job Description
Organisation: Hotel Russell
Division: Department of sales
Job Title: Sales executive
Job Location: London
Working conditions : 8 Hours
Job Summary
Russell hotel has a huge brand image in specific location which requires energetic sales persons
who have efficiency in achieving targets at given time period.
Role
Provide proper environment to the team members for achievement of desired targets.
Effectively utilization of sales force.
Provide training to desired employees
To gave support to employees if they requires
Manage all the targets.
Job description is an another document which includes about the qualifications, past
experience, and desired skills and abilities of the applicants.
Person Specification: In this, information is provided about the personnel qualification of a
candidate and essential criteria which is required by Hotel Russell.
PERSON SPECIFICATION
Organisation: Russell Hotel

Job Title : Sales executive
Qualification – MBA or PGDM (Finance and marketing)
Requirement – 10 employees
Essential Criteria:
 Having good knowledge of dealing with customers.
 Having Efficiency to handle tasks in critical conditions
 Performing various activities in systematic manner
 Having capabilities of handling pressures in the organisation regarding to targets.
Desirable criteria:
 3+ years experience
 Proficiency in communication
 Good personality is essentially required
3.2 Comparison on selection of different organization
Selection is the process of choosing good candidates after the recruitment process
(Kerwin, 2017). The differentiation among the candidates is done on the basis of psychological
test, aptitude test, group discussion, interviews etc. On the basis of these factors a number of
good candidates are selected from the crowd.
Apart from the above methods of selection there are different methods also by which
selection process is done. In this process of selection Hotel Hilton is taken. This hotel is set to
know for the selection of intelligent candidates by campus recruitment.
Basis Hotel Russell Hotel Hilton
Selection In the first step the manager of
Human Resource should
analyse the demand of
candidates with the help of
different departmental heads
(Ellinger, 2014).
A pre placement presentation
is done on the basis of the post
and company to know the
students about designation and
company (Gannon, 2018).

Knowing Personnel aspect After the above step, essentials
required for the post of sales
executive are prepared. The
essentials include
qualification, knowledge,
skills, experience etc.
After the first step, selected
candidates are called for the
group discussion. The topics of
GD are given already on the
basis of current trends and
happening in society.
Advertisement When above step of essential
requirement is completed, the
advertisement for the specific
job should be listed. There are
many platforms by which
advertisement can be done
such as social media,
newspapers, online sources
etc.
After that, a list of selected
candidates is required for the
next session of recruitment.
This list helps the company in
selecting candidates on the
basis of result of GD.
Performance After the above process the
manager should sort out the
different applications coming
from candidates according to
their skills and vacant seats.
In the final step of judging a
candidate's skill, another
interview is conducted by
senior manager in the head
office of Hotel Hilton. This
interview helps the company
in sorting the candidates on the
basis of their performance.
Process After the above process, each
candidate is called for an
interview in which questions
related to the skills,
qualifications, knowledge are
asked. On the basis of the
answers given by candidates
In this process the questions
related to the academic skills
and practical knowledge is
asked by the interviewer.

the are selected or rejected.
TASK 4
4.1 Contribution of training and development activities to the effective operation.
Training is the process by which an employee can improve its skills, knowledge, and be
able to know about new technology and recent trends. These advancement in the skills of
employee can be implemented so as to increase the productivity of employees (Roper and
Dohertyand, 2015). These training sessions are arranged by manager of Hotel Russell in a proper
and efficiency manner. A discussion is made with the employee if there is any issues with them
to attend the training session. The training and development session can be done by rotation of
job, transfer, training of classroom etc. The contribution of training is described here as under:
Management development:
Training and development activities help the employee in increasing its managing power.
This process provides knowledge and experience of management to employee so that it may be
able to handle the resources of Hotel Russell. By implementing effective training and
development process an employee will feel its responsibility and hence the contribution in
effective operation is done.
Technical skills development:
When an employee is trained properly it is able to get the technical skills required for its
development. Technical skills can be developed with different departments and hence helps in
producing good quality. Technical skills of an employee help it in meeting the requirement of its
customers, This will increase the services of customers in Hotel Russell.
Time management:
Effective training and development process helps the employee in managing its time
accordingly. The task assigned by its manager will be covered within time and hence improve its
productivity. If a task is done within time this will also help Hotel Russell in providing services
to its customers within time.
Personnel Effectiveness:
When proper training session is provided to an employee this will help it in developing
its personnel skills also. The management of time and other facilities provided above help the
employee in implementing those skills in its personnel life also. Therefore effective training and

development also develop the overall view of employee. This will help the company to manage
the operations and services smoothly.
CONCLUSION
From the above report it can be concluded that an HR professional pays an important role
in the development of an employee and organization. In the context of Hotel Russell customers
service is the important issue, therefore HR manager deserves a big responsibility in such
industry. To manage the different changes in an organization the HR manager should be ready
for. This helps in satisfying the workers. This department also helps in motivating the employees
by increasing there remuneration and providing incentives to them. With the change in laws an
HR manager should also alter the policies of Hotel so that employees will get best of these
policies. Purpose and role of HRM, planning supply and demand of labour, relationship of
employee, laws of employment and example of human resource management practices are
discussed in this report. Different selection process are discussed in this report which helps to
analyse the selection procedure of other organizations. Apart from that, the benefits of training
and development in the context of Hotel Russell are also discussed.

REFERENCES
Books and Journals
Armstrong, M. and Taylor, S., 2014. Armstrong's handbook of human resource management
practice. Kogan Page Publishers.
Bailey, C., Mankin, D., and Garavan, T., 2018. Strategic human resource management. Oxford
University Press.
Birasnav, M., 2014. Knowledge management and organizational performance in the service
industry: The role of transformational leadership beyond the effects of transactional
leadership. Journal of Business Research. 67(8). pp.1622-1629.
Bratton, J. and Gold, J., 2017. Human resource management: theory and practice. Palgrave.
Cascio, W. F., 2014. Leveraging employer branding, performance management and human
resource development to enhance employee retention.
Chelladurai, P. and Kerwin, S., 2017. Human resource management in sport and recreation.
Human Kinetics.
Ellinger, A. E. and Ellinger, A. D., 2014. Leveraging human resource development expertise to
improve supply chain managers' skills and competencies. European Journal of Training
and Development. 38(1/2). pp.118-135.
Gannon, J. M., Roper, A. and Doherty, L., 2015. Strategic human resource management: Insights
from the international hotel industry. International Journal of Hospitality
Management. 47. pp.65-75.
Jackson, S. E., Schuler, R. S. and Jiang, K., 2014. An aspirational framework for strategic human
resource management. The Academy of Management Annals. 8(1). pp.1-56.
Nieves, J., Quintana, A. and Osorio, J., 2014. Knowledge-based resources and innovation in the
hotel industry. International Journal of Hospitality Management. 38. pp.65-73.
Purce, J., 2014. The impact of corporate strategy on human resource management. New
Perspectives on Human Resource Management (Routledge Revivals). 67.
Riley, M., 2014. Human resource management in the hospitality and tourism industry.
Routledge.
Sheehan, M., 2014. Human resource management and performance: Evidence from small and
medium-sized firms. International Small Business Journal. 32(5). pp.545-570.
Smith, L., Maull, R. and CL Ng, I., 2014. Servitization and operations management: a service
dominant-logic approach. International Journal of Operations & Production
Management. 34(2). pp.242-269.
Online
Human resource management for service industry. 2018. [Online]. Available
through:<https://www.griffith.ie/blog/importance-human-resource-management>.