Human Resource Management Issues at Holiday Inn Report

This report provides an in-depth analysis of Human Resource Management (HRM) issues within the context of Holiday Inn, a global hotel chain. It begins by exploring contemporary issues and emerging trends in HRM within the hospitality industry, emphasizing the importance of employee management for maximizing customer satisfaction and brand image. The report then delves into the development of job descriptions and person specifications for a hotel supervisor role at Holiday Inn's London branch, highlighting the required skills and qualifications. Furthermore, it examines approaches to managing people and performance, including the challenges of employee turnover, skilled labor shortages, and stress management. Finally, the report includes training materials designed to assist HR managers in developing effective policies and practices for employee management, with a focus on enhancing job satisfaction and fostering a positive work environment. The report concludes by summarizing the key findings and recommendations for effective HRM strategies at Holiday Inn.

Issues in Human
Resource
Management
INTRODUCTION...........................................................................................................................3
LO1 & LO2......................................................................................................................................4
Contemporary issues and emerging trends in HRM....................................................................4
LO3..................................................................................................................................................7
Job description and person specification.....................................................................................7
Lo4.................................................................................................................................................10
Managing people and performance.......................................................................................10
LO5................................................................................................................................................12
Training material that can help HR...........................................................................................12
CONCLUSION..............................................................................................................................13
REFRENCES.................................................................................................................................14

INTRODUCTION
An organization is required to have humans to work in then which makes them very
important part of it. Skills and talents used by them help in achieving goals and objectives set by
an organization. Hospitality industry is that kind of industry which is related to providing
services related to hospitable treatment for its gussets and also to give them better experience.
Effective management of human resource is very important for such kind of industries.
Managing of human resource involves checking recruitment, selection process, development and
training, also act of motivation is part of human resource only. Effectiveness and efficiency of
management is very important and encouraging employees is very important because this is
going to help for bringing out the best in them and also give rise to customer experience which
helps a brand image to sustain in market. In context to hotel Holiday Inn that is an global chain
of hotel located in UK and has its headquarters in Scotland. This chain of hotel is required to
provide luxury services tom its customers. This report is based upon Holiday Inn that is know for
its beast services towards its customer. Further this report is going to covers various
contemporary issues related to Human Resource management and it trends of managing. Also
approaches of managing performance and people. In this report training material is to be
developed that is going to help HR manger in making of policies and practices of effective
management of people in hotel.
LO1 & LO2
Contemporary issues and emerging trends in HRM
Hospitality industry is related towards direct interaction with customers in order to say
that high quality services can be given like accommodation, food and beverages, tourism etc.

This has helped in enhancement of experiences and helps in generation of business opportunity
within a company. Thus it is important that all employees of an organization is able to manage
well as this is going o lead towards maximization of satisfaction that is related to customer. That
is going to lead towards increase in sales of organization (Brewster and Söderström, 2017).
Following are some of the articles that has suggested certain trend s and issues that has to be
faced for managing of employees in hotel industries:
HR trends in hotel industry:
As per the view of(Cascio 2019) people are considered to be backbone of a hospitality
industry that helps in maximizing of profit oh such industry by utilizing its skills and talents
which results into maximizing of satisfaction among its customers. In order to select the best
candidate’s limited pools of talent is important for HR mangers of a hotel to be focused over
trends emerging in the hotel industry:
 Improving brand image: As an employee turnover rate of an hotel industry is more and
also required lot of candidates and it is important that brand image is built by an company
which is going to help attracting of employee. Marketing of various sources is going to
help in building of strong image of brand for a company. Such as social media, TV
advertisement etc. in order to attract potential candidate.
 Implement automated response systems: As advancement in technology is taking place
day by day it becomes important that these are used when employees are there like using
of tracking system and chat bots so that candidates can be pre screened and amount of
time can be deducted for recruitment (Chandra, 2018).
 Flexible working environment: It is very important that all employees should be
provided with facility of having an flexible working environment so a to work according
to their convenience as per its time and location. This is going to help in improvement of
work life balance and also job satisfaction is also gained that helps in enhancing of work
performances.
 Emphasis on soft skills: For building of more integrated and comprehensive work
environment it becomes important for using of effective skills that are interpersonal. This
is done in order to make team members work together. This also increases innovative and
creative thinking among employees which leads towards efficiency in working.
Management issues in hospitality industry:

As per an article managing of workforce in hotel industry is not easy because of which
hospitality industry has become one of the fastest industries to gain growth by utilizing
technological advancement within them. So, as to achieve customer satisfaction which is the
very first priority of such industry. Certain issues that can be faced by manager in managing are
as follows:
 Skilled labor shortage: In the pool of talent candidates having talent and effective skills
are to be selected and has become small that has affected quality of workers which are
skilled in hotels, this has impacted customer satisfaction and experience. For giving best
quality of services in hospitality skilled labor is required by the company.
 Employee turnover: It is difficult to manage employee in hospitality industry that is
difficult to affect satisfaction related to job and employee turnover of a company gets
increased because of which cost of recruitment increases (Chen and Xia, 2018). Inexperienced mangers: As per hospitality industry it is becomes difficult to find
managers having appropriate skills which help an employee of company by applying
effective strategies and policies in order to improve performance of employees. Stress management: Managing stress of workers is also becoming difficult in hospitality
industry because customers expectation is changing day by day that is affecting
productivity of performance in employees. This is important that the mangers is able to
assign work to its workers based on capabilities and also knowledge for effectively
performing their work based upon capabilities and knowledge which is going to make
effective working and also helps in balancing of stress related work in effective manner. Customer care: It is very difficult to train all staff members and ,make them effective in
working towards customer satisfaction. That is why customers care can be fulfilled and
high quality of services can be provided to them. Also customer care also vary from one
another which means that employees is able to recognize such needs for giving them
same level of services as per it (Chessell, 2018).
Challenges of HR in hospitality industry:
According to view of(Djenouri, Khelladi and Badache, 2020) hospitality industry is related
fro enhancing customer and its experiences by providing high quality of services through their
changing tastes and preferences this is done by monitoring them. This helps in making out
analyzing preferences accordingly. As there is change taking place in global economic factors
and certain challenges has to be faced by HR for managing and they are as follows:

 Training and development: It has become important to train and develop the employees
frequently so that they can acquire new skills that can help them in using the advanced
technologies in a efficient manner so that they can enhance customer satisfaction.
 Focus on satisfaction and morale: This has become very important for an organization
to have focus upon enhancing of satisfaction and moral support to employees working in
hospitality industry. This is going to encourage to perform better.
 Culture and ethics: This is important for companies to build an cultural web in which
ethical action can be used to promote that is going to enhance decision making process
and maximize interest of stakeholders.
Working as an HR for Holiday Inn I have faced various problems in managing of
workforce of an company. So, as to encourage them to utilize their abilities for achieving of
goals of a company. Satisfaction of customer is one of the most important element of hospitality
industry this is going to make customer feel welcomed and enjoy stay at hotel. Employees play
an very important role in creating of high value for them. loyal effect can only be done by having
efficient employees. Reduction in employee has made it difficult to select best possible
candidates and manages customers effectively.Training and developing them regularly is also
another issue that has to be faced by the company as the customer demands is changing with the
advancement in technology. I have also faced problem while resolving their conflict because of
working together in effective manner and also collaborate their work together for achieving goals
on time. It is very difficult for monitoring of their performance to improve them as per demand
of customer that is different from each other. This has increased difficulty for ascertaining of
level of performances of employees and made it difficult to do there training. With the changing
trends in market like employee engagement, flexible working environment, maintaining a
diverse and equal workforce etc. managing of employees in hotel is very difficult. Also
formulation of various policies has lead to manage. Also various policies has to be managed by
the staff of hotels like participative work culture, 360 degree feedback strategy, performance
appraisal, training and development programmers etc. All these strategies and policies has
successfully helped in enhancing for job satisfaction of employee that has resulted into increase
in employment and retention and also in building of strong brand image for Holiday Inn (Hans,
Fernandes and Crasta, 2019).

LO3
Job description and person specification
HR has an very important role to play in the role of recruiting and selecting employees
that are capable and qualified so as to perform work in effective manner and helps in completing
tasks on time and within the budget. It is an important right that a person selected for right job
and role in order to perform work in desired manner and effective results are achieved out of it.
As per hospitality industry deals with customer in direct manner that makes it important that the
employees of a company are trained and developed so as to deal with customers.
Holiday Inn is a global chain of hotels that is well known for its luxurious services that is
provided by its customers (Holtom, and Burch, 2016). In order to maintain satisfaction, brand
image and also competitiveness. The company has a very good brand image that help in
attracting candidates for job vacancies in the company. This is done to gain customers
satisfaction in effective and effcent manner. That is why there is requirement of hotel supervisor
in the London branch of Holiday Inn this means that company is required to recruit those
candidates who are having abilities for supervising work in an effective manner. For attracting
the candidates with set level of skills and qualification is required and also important that a
person is specialized in an important skills required to do job.
Hotel supervisor: Hotel supervisors and all operations has to carry out within hotel and
has to be assisted to hotel managers. For this only the management task can be completed with
efficiency. A very important role has been played by them for giving of better quality of services
and experience to its customers this done by managing of inventory, supervising the security and
safety of hotels managing room services. So for operating and performing operations in smooth
manner all this is required to be done. This has supervised and played most important role in
monitoring also controlling the flow of work in company in order to gain high quality of services
and provide it to its customers (Khan, 2016).
Job description: this is an job description that is there to help in outlining of results that is
required for qualities, characteristics, qualification and experiences that a candidate should have
to bring eligibility for the post that is mentioned in job and vacancy is there in the hotel. This
whelp in screening the pool of candidates at the first level as only the candidates having the
described qualities will apply or the job that will help in making recruitment process easy. a job
description for the post of hotel supervisor which is required in Hotel Holiday Inn is given
below:
Hotel supervisor job description
Job title: Hotel supervisor
Company: Holiday Inn hotels and resorts

Reports to: Hotel manager
Prepared date: April, 2020
Job purpose: Purpose of hotel supervisor is to monitor and supervise all activities that has been
carried out within the hotels. So, that coordination can be increased that is going to help in
completing of work within given time period. The person is also responsible for management of
task that has been performed by all team members and schedule work accordingly.
.
Qualifications:
 . Degree of hote management from an recognized institution with minimum value of 60%
marks.
 Specialization is required for hotel supervisor.
Essential duties:
 Scheduling the work of all the staff members so that all the teams can perform their work
in an efficient manner.
 Managing the performance of workers by giving them feedbacks so that their work
efficiency can be improved.
 Monitoring the effectiveness of employees in maximising customer satisfaction so that
the needs and wants of customers can be fulfilled.
 Giving regular reports and activity updates to the management of hotel.
Person specification: This is going to be an helpful document that is going to describe qualities
and skills that is expected from candidates and to select for vacancies in job. This is helpful for
candidates to determining of eligibility for job vacancies. Person and specification for job or the
post has been given below:
Person Specification
 Post: Hotel supervisor
 Department: Operations department
 Key: This shows what is required as an evidence:
 (A): Application form, (I): Interview, (R): Role
Attributes Essential Desirable
 Qualification &  Degree in hotel  Effective

Experience management from a
certified university.
 Experience of
working in as a
supervisor in a known
hotel
 The person must have
a certificate in
interpersonal skills.
communication skills is
required to increase
more efficiency in
services and get
customers satisfaction.
 Skills or knowledge  Persons appling for
job must have skills
related to operating
computers with strong
knowledge in excel,
word etc.
 Skill for doing
management should be
there and present in the
person applying for
job.
 Should be good at
identifying of problems
and make right decision
by taking effective
decision to solve the
problem.
Lo4
Managing people and performance
For enhancing of work and efficiency for maintaining of high quality of services and to
produce them it is important that people has been organizing and effective management to
manage in order to use all of their potential towards achieving goals and objectives of an
organization. HRM department of an hotel or an organization is responsible to bringing of
enhancement in performance of employees for production of high quality of services. All this is
important for the strategies that has been used in managing of people and its performances that is
dependent on the value of hotels and wants for creating satisfaction among customers can be

done in successful manner. Both 4 and 5 star hotels uses different form of strategies in managing
of employees that has helped in generating of quality services that has improved customer
satisfaction (Kouévi and et. al.., 2016). Performance of management depends upon the strategies
that has been used by both the hotels and these are explained below: Training and development programmers: Such hotels are given to its employees and
regular training in order to build required form of skills and also develop abilities that can
help in making better efficiency in working. These employees has become more efficient
in building of abilities in which technological advancement in order to say that used in
appropriate manner and also increases special skills in employees (Liu, and et. al. 2017). Mentoring and coaching: This is going to lead towards monitoring and giving coaching
to employees for utilizing their skills in appropriate manner that is going to help in
increasing and boosting of confidence that is going to encourage for performing better. Giving learning opportunities: Managers of an organization is responsible for helping in
encouraging of group discussion and give more emphasis over learning opportunities that
is going to create opportunities and help in utilizing of these knowledge and skills in
handling of problems to innovate solutions. This is going to generate taem work within
the company and this is going to collaborate in finding work on time (Nica, 2018).
The people development approaches which are used in 4 star hotels are:
It is important for developing of people regularly in order to make them learn use of new
technologies and improvising there skills. Such criteria is mentioned below:
 On job training: Employees are given training so as to make there performance better
related to roles allotment. Also efficacy has been their in . problems on spot and satisfy
its customers (Nuttall, 2018)..
 Seminar and open sessions: Seminars at regular time and open session has influenced
people in building of confidence in employees to perform better.
 Mentoring : Regulatory in mentoring is working of employees that can be instructed
upon how they can improve level of efficiency.
Five star hotels is required to manage their customers and also there preferences in ordev
to give them quality of services. This can be provided to its customers and brand
reorganization of company in market and is used by Holiday Inn and all other hotels are
explained below:

 Performance appraisal: Employees in such hotels has to give appraisals and base upon
performance so as to get reward in return of better performance. This is helpful in
encouraging of people of a company which helps in making performance better.
 Effective communication: Use of effective communication channels through emails,
messages, video calls etc. has helped in monitoring of work in an effective and also
communication fllow is going to improve (Olaopa, Akinwale and Ogundari, 2017).
 360 degree feedback: This is an effective method that is helping in overall improvement
of performances of employees because it helps in generating feedback from the
customers upon services given by them. Such feedbacks helps in performing of services
and improving them.
Such companies also required tom develop their employees in a manner that they better
in completing of work that is important for company to remain competitive in market and
makes them achieve goals. Some strategies used by 5 star hotel is mentioned below:
 Performance tests and observations: This is related to testing of performance ob regular
basis of employees and is based upon certain benchmark of performance and achieve
standard for an organization (Pereira, 2017).
 Ranking method: This is going to motivate employees who are ranking very low to
improve there performance and get good position..
 Psychological appraisals: This is related to getting appraisals based upon psychology of
managers wherein employees impresses managers through their performances.
Thus Holiday Inn hotel being a 5 star hotel can utilize the people development and
performance of management techniques that are discussed above and helps in attaining of better
results which enhances customer satisfaction (Robinson, Van Esch and Bilimoria, 2017).
LO5
Training material that can help HR
It is very much important for HR of Holiday Inn to provided with material related to
training that is going to help in effectively performing of training and development of company
that has been explained below:
 Benchmark against the competition: This is related to certain settings standards that can
be achieved and competitors can be left behind in the market by improving performance
and compare to its competitors.

 Survey the employees: This means that all abilities and skills of employees has to be
surveyed so as to achieve level of improvement that has to be made for more better
performance of employees.
 Align training with management’s operating goals: Importance of training of employees
has to be taken in effective and such a way that they can help in achieving goals of
company on time (Rodney, Valaskova and Durana 2019).
 Run it like a business: Training and development programs must be strategically be
implemented within an company and is going to make employees use the program to
increase work efficiency. .
 Weave it into company’s culture: Training and development programs is going to be
implemented in a way that it becomes part of culture of company and also encouraging
towards improving performance.
 Keep innovating: Innovation in these programs should be done and introduction of new
unique techniques in market which is going to help an employee in advancing in
technological manner.
 Measure results: Effectiveness of program in achieving desired result is to be measured
and improvements can be made that is going to help in achieving of better results and is
going to help employees in performing better (Saravanan, Vasumathi and Subashini
2016).
.

CONCLUSION
From the above report conclusion that can be marked out is that HR department has an
very important role in managing work of employees. So, as to achieve goals and objectives of an
organization in smooth manner. HRM is effectively be able to manage, monitor, control and
directing work within an company. This helps in making an company aware about roles and
responsibilities of HRM all this is done to use skill in effective manner. Thos leads towards
achieving of goals in an organization. It also ensures that the company is able to deliver an
efficient products and services tom its customers. Competition of a company is maintained in
healthy manner.

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