Emerging Trends and Challenges in HRM: Savoy Hotel Case Study Report

This report provides an in-depth analysis of Human Resource Management (HRM) issues, emerging trends, and challenges within the hospitality industry, with a specific focus on the Savoy Hotel. The report covers key areas such as contemporary HRM issues, including employee turnover, the implementation of automated response systems, and the importance of a positive working environment. It also delves into the challenges faced by HR in the hospitality sector, such as training and development, employee morale, and stress management. Furthermore, the report examines job descriptions and individual specifications for supervisory positions, emphasizing the need for skilled employees with excellent interpersonal skills. Finally, it discusses the materials and strategies related to training and development to improve employee performance and customer satisfaction, highlighting the importance of adapting to changing market trends and customer demands. The report concludes by summarizing the critical factors for effective HRM practices in the hospitality industry.

Issues in Human Resource
Management

Contents
INTRODUCTION...........................................................................................................................3
MAIN BODY...................................................................................................................................3
LO1 & LO2......................................................................................................................................3
Emerging trends and contemporary issue in HRM................................................................3
LO3..................................................................................................................................................7
Job description and individual specification..........................................................................7
LO 4...............................................................................................................................................10
Managing people and performance......................................................................................10
LO5................................................................................................................................................13
Materials related with training that helps HR.......................................................................13
CONCLUSION..............................................................................................................................14
REFERENCES..............................................................................................................................15

INTRODUCTION
Human are the most essential asset for organisation that is leading individuals to
complete all work by utilising their skill, capabilities and talents. The main role of human
resources is to achieve organisation goals and objectives within desired manner. Hospitality
industry relates with offering better experience to all customers as it is important to manage all
work with better workforce (Ayentimi, Burgess and Brown, 2018). Managing of human
resources involve recruitment, training, development and motivating all individuals to complete
work within appropriate manner for recruiting skilled and potential employees for organisation.
This report is written from perspective of Savoy hotel which is a luxury chain that is located in
city of central London. In the present scenario, management is operating there hotel in
international market. Further, the report highlights on issue and trends in hospitality industry and
development of job description with person specification with range of supervisory position in
hospitality industry. In the last, training material for HR manager will also be included in the
report.
MAIN BODY
LO1 & LO2
Emerging trends and contemporary issue in HRM
Hospitality industry directly relates with interaction of employees with customers for
providing good and high quality services. This includes accommodation, tour and travel, food,
beverages and many more. It all are focused towards increasing experience which helps to
perform work with offering repetitive business opportunity to all individuals. It is also important
for workforce of organisation to manage all work within effective manner due to which customer
satisfaction level is increased (Boella and Goss-Turner, 2019). Some of the articles that suggest
certain contemporary issue and trends which is faced by employees to manage business in hotel
industry is mention as follow:
HR trends in hotel industry
From the point view of….. workforce or individuals are recognised as backbone of
hospitality industry that leads organisation to increase profits by performing all work with more
efficiency and effectiveness. It refers employees are motivated towards increase in customer

satisfaction level with helps of utilising their skills and capabilities according to decided roles
and responsibilities. Therefore, to select best candidate from limited number of employees are
mention as follow:
 To improve brand image- The employment turnover rate in hotel industry is more due
to which business houses face challenges to complete work according to their decided
goals and objectives. It also determines that brand image is also beneficial for attracting
employees as each individual is focused to work with reputed company for enhance
their career option.
 Implement of automated response system- With better advancement of technology
this is analysed that it is essential for organisation to recruit people with implement of
technology (Budhwar and Mellahi, 2018). This refers that it is easy for Savoy hotel for
completing all work as per individuals through monitoring their performance on regular
basis.
 Positive working environment- This is important for all organisation to improve their
work performance so with positive working environment management accomplish
better results. In order to encouraging employees employee are focused to manage their
work with understanding of employment needs and wants. This results management
enhance morale of employees to fulfil needs through accomplishing organisational
objectives.
 Use of soft skills- Interpersonal skill is one of the most effective methods that lead
employees to complete all task in systematic manner. Moreover, by managing and
controlling task with interpersonal skills it is easy for management to complete them
with innovative and creative approach.
Issue related with hospitality industry
From the perspective of…. it is essential for organisation to manage all workforce with
managing task as per hotel industry but due to rapid increase in business it is complex for hotels
to complete all work as per satisfaction level of customers (Domínguez-Falcón, Martín-Santana
and De Saá-Pérez, 2016). This refers that there are regular changes are monitored in buyer along
with this market conditions of business are also dynamic.
 Unskilled workforce- In the present scenario, there is large pool of candidates is present
in market which applied for specific job roles and responsibilities. But the major

problems which are related with employment demonstrate that most of them are not
skilled due to which it is complex to gain effective results.
 Increase in employee turnover- This is most complex for hospitality organisation to
retain employees for longer period. The specific issue relates with hotel and travel
operates that working hours of organisation are for longer period.
 Less involvement of top authorities- Most of the customers in hospitality industry
interact with low level employees and it is not possible for them to satisfy all needs of
employees (Katou, 2016). Therefore, due to low involvement of manager Savoy hotel
also face complexity to manage all work in proper manner.
 Stress management- To manage stress among all workers it is identified that it is
complex for hospitality industry to take action as per customer expectation. This also
refers that there is regular changes in demands of workers due to which delegation of
work is also complex and it is generates stress among individuals for managing task
within efficient manner.
 Feedback- This is most complex to provide training for all individuals and workforce
that are engaged in organisational work. But it is easy to take regular feedback from
customers about services and accommodation which helps Savoy hotel to improve
performance of organisation by implementing modifications in operations as per
feedback.

Figure 1Source(https://blog.essaycorp.com/emerging-trends-and-challenges-in-human-
resource-management/)
Challenges faced by Human resource in hospitality industry
From perspective of…. hospitality industry related with different goals that are related
with enhancement of enhancing customer experience. This refers that it is easy for management
to offer good quality services through monitoring all changes which is related with preference
and taste of consumers. Moreover, due to change in global environment economic of countries is
also impacted. Some challenges that are faced by HR to manage workforce is mention as below:
 Training and development- Due to globalisation of business it is identified that this is
important to train employees with updated information (Kerpershoek, Groenleer and de
Bruijn, 2016). So it is easy for them to deal with regular changes in market. In context
of Savoy hotel this is leading management for ensuring similar productivity from all of
its operations.
 To satisfy morale of employees- This is important for organisation to focus on
enhancement of work possibility through satisfying needs of employees in proper
manner that are engaged in hospitality industry. Savoy hotel utilise technique of
employee satisfaction for accomplishing their goals and objectives in specified time
period.

 Value and culture- This is important for organisation to complete all work as per
decided culture that is followed by all employees of Savoy hotel. This is used for
promoting better results. It also leads organisation for making better decisions that
enhance interest of stakeholders to engage in hospitality work.
While performing all task as HR manager in Savoy hotel it is identified that there are various
problems as well as challenges are faced by management that enhances better results. This also
determines that with encourage in workforce ability management is achieving their goals in
accurate manner (Ljungholm, 2016). By increase in employees performance this also component
that with right task and performance it is easy for management to manage task and work to enjoy
better goals and stays for hotel employees. This governs that employees are performing an
important role to manage work for generating high value in customer products. With availability
of all tools and management of customer effective and efficient changes are implemented by
management. Training of employees is the another issue which is faced by organisation as per
customers value that is changing due to advancement in technology factors. I also faced the
issues at the same time as resolving their conflicts in order to work together in an green way and
collaborate their paintings collectively to achieve timely desires. It is likewise tough to reveal
their performance so that they may be improved because the demand of customers differ from
every other which make it tough to ascertain the level of performance of personnel and make it
hard to train them. With the converting developments in marketplace like employee engagement,
flexible operating surroundings, retaining a numerous and identical workforce and so on. HRM
also made the managing of personnel in accommodations hard. I have formulated diverse
regulations if you want to manage the workforce of the hotel like participative work culture, 360
diploma comments approach, performance appraisal, education and improvement programmes
and so forth. All those techniques and rules has helped in improving the job pride of employees
which has resulted in the growth in worker retention and also in constructing sturdy logo image
of Savoy (Radjenovic, 2018). Further, strategies and policies are developed by organisation for
completing all work according to individual performance and with this it is also beneficial in
formulating better design for organisational work. Example- Job satisfaction of employees and
customer satisfaction level both are related with each other because motivated and satisfied
workforce are able to deliver better services.

LO3
Job description and individual specification
HR plays a critical function in recruiting and deciding on the employees having favoured
capabilities and understanding so that individuals can perform their roles in an efficient way and
complete the duties on time and inside stipulated price range. It is vital that the right human
beings are decided on for the proper task role so that the work may be carried out in a desired
way and powerful effects are achieved ( Riccucci and et. al., 2017). In the hospitality industry it
is essential that the employees who are decided on have first rate interpersonal capabilities which
could assist in improving the enjoy of clients and they can sense secure and relaxed within the
inn. Understanding the wide variety of personnel which might be required inside the hotel
together with the extent of competencies and talents they have to possess is important so that
proper variety of people can perform the proper job which could help in enhancing the profits of
enterprise. Hospitality industry offers with clients without delay which makes it vital that the
employees of company are trained and developed that allows you to address the clients and assist
in pleasing their demands.
Hotel is operating their business at global level that is well-known for their luxury service
and it is useful for completing all work in a satisfied manner. The brand image of organisation is
increasing their market share that is used to gain competitive edge in market. Along with this
brand value of Savoy hotel is good and better. Due to which more number of persons are engage
to attracting candidates as it is used in working longer results for organisation. Savoy hotel is
operating their work through managing luxury facility in order to provide better results that used
to enhance profitability of business by managing all work through customer needs (Sparrow and
Otaye-Ebede, 2017). Along with this tourism industry is increasing their quality of services in
order to improve their brand value. Further, it is also leads organisation to retain in organisation
for longer period through satisfying performance of employees and to increase them to gain
longer results. With the requirement of employees needs and work methods of hotel supervisor
in London the branch of Savoy hotel leads company for recruiting all candidates as per abilities
that supervise work as per efficient manner. Along with this to attract more number of
individuals who are skilled generate qualifications as per required manner. Person specification
and job description formed to clear state that skills and characteristic which is used to work with

hotel supervisor that desired possess to work with right number of candidates by implementing
all task as per desired skills for making the process of recruitment easy.
Hotel supervisor- The manager and supervisor monitor all operations that are carried out by
hotel and formulate a report to submit them for authorities. It is also playing an important role to
provide better experience to all employees. This also refers that more number of individuals
offers good experience for providing better results that offers efficient results from check-in to
relive of guest (Viitala, Kultalahti and Kangas, 2017). This also determines that supervisory of
hotel is used to complete all task as per high quality which offer better services to produce
effective results.
Job description- This works as the written document that helps for outlining work as per
required qualities that makes candidates more process for their work which is placed with
vacancy in organisation. It helps to screening large pool of candidates and to select only those
which relates with qualities of jobs. With this recruitment process for organisation is easy. Job
description for post of Hotel supervisor in Savoy hotel is mention as below:
Hotel supervisor
Job title- Hotel Supervisor
Company- Savoy hotel and resort
Report to- Hotel manager
Prepared date- April, 2020
Job purpose- Purpose of Hotel supervisor is to monitor all and supervise all activities that are
carried out by hotel management. So all work is completed and coordinated for completing all
work as per right time. Individual are also responsible for managing task as per team members so
all task are scheduled appropriately.
Qualification
 Knowledge about hotel management course from authorized organisation with minimum
70% marks.
 For gain degree of hotel supervisor position.
Essential duties
 To complete all work as per scheduled staff members so that it is easy for staff to
perform all work as per efficient manner.
 For managing performance of employees by providing them feedbacks in order to

manage work with more efficiency.
 Monitoring effectiveness of employees to satisfy customer needs so that needs and
wants of customer are fulfilled in proper manner.
Person Specification: This is a document in which states the required skills and knowledge
which a person needs to posses for a particular job advertise by the employer. Person
specification document makes the work easy as the applied or interested candidates can match
their skills and knowledge which the skills that organization is looking for. The person
specification for Hotel Savoy vacancy can be:
Person Specification
 Post: Hotel supervisor
 Department: Department of operations
 Key: It includes the evidences which is required
 (A): Application form, (I): Interview, (R): Role
Attributes Essential Desirable
 Qualification &
Experience
 The person should
hold a degree in
hospitality business
from a well known
college or institute.
 The person must be
holding an experience
of at least a year in a
known or popular
hotel as a supervisor.
 The candidate should
be good in his
interpersonal skills and
should have a
certificate for that to
 The candidate should
be very effective and
fluent in his
communication skills
which suits the
customers also.

prove.
 Skills or knowledge  The candidate should
also have computer
skills. For example he
must know how to
work at Ms office.
 The person should
have managerial skills
to manage the
resources and problem.
 The candidate should
have critical thinking
so that he can identify
the real problem and
can solve that. This
helps in increasing
customer satisfaction.
LO 4
Managing people and performance
Managing the human resource is very much important. They say it is the employees only
who take the organization to very next level. Putting the energy of the employees or the workers
in the right direction is very much necessary for the company. Managing the human resource is a
very hard task. It is been noticed that when a person does the work which is of his own interest
or forte he performs it with full zeal and motivation. Therefore it is very much necessary to put
the employee at the right place or work in the organization. The HRM department of the
company has the task for recruiting the talented workforce for the company, apart from this the
HRM department is also concerned with the performances and issues which is faced by
employees, provides necessary training and development program for the people who are not
performing well and giving rewards to the employees who perform outstanding (Weller and
Gerhart, 2018). The performance strategies used by the Savoy Hotel are as follows:
 Training and development programs: The hotel managers gives the required training
and development program to people who just have joint their job so that they get to know
the policies and rules which hotel follow, to people whose performance is not up to the
mark so that they gets to know about the area in which they are lacking behind, to the
people which the company is planning to promote so that they gets an idea about the job
role which they need to perform after their promotion.

 Mentoring and Coaching: The managers or group heads mentor and coach the
employees who just have joined the work and also to the people who needs it. Mentoring
refers to guiding the employees about their work and the manner in which they need to
perform it.
The individual development approach that is used by hotels are:
This is important for all employees to develop their process on regular basis for
completing all task as per new techniques and improving skills to complete their work with
high performance (Yadav and Yadav, 2017). This result it is easy for employees to deal
with all customers in proper manner. Some strategies related with hospitality industry are as
follow:
 On the job training- Employees are provided on the job training that is used for
performing all task with better approach. There are various roles allotted to
organisation which helps to deal with problems in right manner. This also results
needs of customers are satisfied in proper manner.
 Workshops and seminar- With regular seminar and effective workforce it is easy
for influencing individuals to perform all task properly. Moreover, confident
employees also helps Savoy hotel to gain specific results.
 Monitoring and controlling- This is essential for top authorities to monitor work of
all individuals for provide them effective instruction to complete all task and
operations in proper manner. It is also used to monitor work as per performance
results.
All hotels must manage their work as per their individuals through influencing better quality of
services. This also refers that management must provide high quality of services for making
results that match with policies and strategies implemented by Savoy hotel for completing all
task better than the competitors. Some techniques to offer better collection are mention as below:
 Appraisal- Employees which are engage in the hotels functions perform their work with
more than their duty hours. Due to which it is essential for Savoy hotel to offer rewards
for better performance of employees. With increase in remuneration period employees
are able to work with more productivity.
 Transparent communication- Communication is an important task for organisation that
helps individuals for performing all work in effective manner. From the point view of

Savoy hotel it is determine that with right and transparent communication channel it is
easy for organisation to gain more remuneration that increase in performance and
productivity of company (Santhanam and et. al., 2017).
 Feedback and comments- Feedback are most appropriate method that is used to improve
overall performance of employees by getting feedback from all stakeholders on regular
basis. It results that overall productivity of organisation is increased through overcoming
form organisation challenges.
The companies also need to monitor work performance of all employees so this it is easy for
obtaining better results to gain long term results. This is important for organisation to retain
competitive advantage in organisation for completing all work as per decided budget.
 Observations and performance test- This test are related with regular testing and
performance of workforce which is based on benchmarks for improving all projects with
similar productivity. If organisational employees face challenges to complete work as
per benchmark the it desired outcomes are not achieved by organisation.
 Ranking- With ranking methods performance of all employees are based on rank that is
based as per their efficiency skill that leads to deal with customers. This is also used for
motivating employees through providing them ranks that shows overall performance for
obtaining better position in market.
Savoy hotel is completing their work through understanding methods and implementing them as
per international rules and regulations (Murphy and et. al., 2018). With this management
consider all techniques which is leading employees to work with utilising essential skills and
potential capabilities for completing all task with high quality.
LO5
Materials related with training that helps HR
This is important for the new HR of Savoy hotel to provide right training material which
help management to complete their work in effective manner. This is also used for completing
employees work as per company that is mention as follow:
 To utilise effective tools- KPI and benchmarking are most effective tools that is leading
organisation to complete all work with right approach. This is related with managing task
and operations that are useful for increasing value as compare to competitors.

 Survey the workers- It implies that the capacities and abilities of representatives are
reviewed so the degree of progress which is to be made can be resolved and viable
methodology can be taken to improve the presentation of workers.
 Align preparing with the executives' working objectives- It is significant that the
preparation which is given to representatives must make them effective in such a way,
that they can help in accomplishing organization's objectives on schedule.
 Run it like a business- The preparation and advancement programs must be deliberately
executed in the organization with the goal that all the representatives can utilize these
projects in improving their work effectiveness (Kallio and et. al., 2016). It will likewise
help in better combination of these projects in the work routine of representatives with
the goal that the two of them can learn and play out their errand simultaneously.
 For understand company culture- The preparation and advancement programs must be
actualized in such a way, that they become a piece of organization's way of life and the
representatives can be urged to apply their learning in improving their presentation.
 To work with update system- Development in the these projects must be finished with the
presentation of new and imaginative procedures in advertise so the workers can be made
proficient on utilizing the mechanical progressions accordingly improving client
experience.
 Measure results- The adequacy of the projects in accomplishing wanted outcomes must
be estimated with the goal that enhancements can be made which can help in
accomplishing better outcomes that can help the workers in getting better in their
presentation.
CONCLUSION
From the above report it is concluded that HR department plays an essential role for
managing the workforce of organisation. Employees are leading management to complete all
task according to decided objectives and goals of business. HRM performs all work that is
related with individuals and engage more number of employees to perform its work for obtaining
desired results. HRM also helps to manage and control all work that is used for directing various
work activities such as recruitment process for delegating essential information to all workforce
related roles and responsibilities that are performed by individual in organisation. The

performance of employees also ensure management is offering and delivering better services to
all individuals for increasing operational efficiency as per rival organisation.

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