Rosewood Hotel: HRM Issues, Trends, Job Description & Policies

This report provides a comprehensive analysis of Human Resource Management (HRM) within the hospitality industry, focusing on contemporary issues, emerging trends, and practical applications. It begins with an introduction to HRM concepts and functions, followed by an examination of challenges such as skilled workforce shortages, legal compliance, innovation, diversity, and health/safety concerns. The report uses Rosewood Hotel as a case study. It includes a job description and personal specification for a receptionist, explores performance management processes and methods, and discusses essential HR policies and practices for effective communication with employees. The report aims to provide valuable insights into the complexities of HRM in hospitality, offering potential solutions to improve operational efficiency and employee satisfaction.

Table of Contents
INTRODUCTION ..........................................................................................................................4
MAIN BODY...................................................................................................................................5
TASK 1 Present articles which can be used to represent contemporary issues and emerging
trends which are linked to Human Resource Management in Hospitality Industry, supporting
through reflection. ...........................................................................................................................5
Concept of Human Resource Management ................................................................................5
Functions of Human Resource Management .............................................................................5
Contemporary issues and challenges faced by Human Resource Management:........................6
Reflection discussing the contemporary issues and challenges faced by Human Resource
Management:...............................................................................................................................7
Emerging trends of HRM in Hospitality Industry.......................................................................7
TASK 2 Prepare a detailed job description and personal specification which will present how a
Job Post will be filled by appointing a talented workforce. ............................................................8
Job Description:..........................................................................................................................8
Personal Specification...............................................................................................................10
TASK 3 Analyse and discuss the process of Performance Management in the hospitality
industry, which is required to help the managerial team in assisting the turnover ratio of staff,
which can facilitate promotions.....................................................................................................11
Management Skills....................................................................................................................11
Performance Management........................................................................................................12
Features of Performance Management......................................................................................12
Process of Performance Management.......................................................................................12
Performance Management Methods.........................................................................................13
TASK 4 Discuss Human Resource Policies and Practices that can be used by management in
order to communicate with employees. ........................................................................................15
Human Resource Policies.........................................................................................................15
CONCLUSION..............................................................................................................................16
REFERNCES:................................................................................................................................17
Books and Journals:..................................................................................................................17

INTRODUCTION
The hospitality industry is considered as the service providing industry that offers a wide
range of services that is termed in providing relaxation and recreation to the users. It includes
transportation, theme parks, food and beverages, travelling, tourism, stay by accommodating for
a period of time and much more. This can proceed under tourism destinations, hotels, restaurants,
bars and much more (Kalodimos and Leavitt, 2020). When the hospitality industry is bound to
serve its visitors with the best experience so that they are remembered, this arises a need for an
enhanced Human Resource Management Team who works in the same direction to improve the
existing working procedure.
Human Resource Management Team is a group of individuals who possess the required skills
and competencies which work in attaining better performance of the working staff. It comprises
of the practices and methods that can be taken by the managerial team in order to enhance the
capabilities either by training or by easing down the operational procedure.
The team works for the welfare of both employees as well as that of organisation
keeping both together and focused. The report carried forward is based on issues and challenges
that are faced by the human resource management team in order to serve hospitality services to
the visitors, which will enhance their skills (Küpper, Klein and Völckner, 2019). In order to
complete this project, Rosewood Hotel is taken as an organisation, and relevant facts are being
shared for the same. The content studied gives a synopsis of what are the contemporary
challenges that are faced, along with the trends and practices in the respective industry (Agrawal
2016). A sample Job Description and Personal Specification is being prepared for the Job Post of
Receptionist in the respective hotel. Process and methods associated with performance
management and its methods are explained. Also, in the end, Human Resource Policies are
explained that work in favour of employees and keep organisation apart from indulging in
unnecessary legal affairs.

MAIN BODY
Task One: Contemporary Issues and Emerging of HRM in Hospitality
Industry
Concept of Human Resource Management
The concept of the Human Resource Management team is very wide and have a
personnel aspect attached to the organisation. This involves manpower planning, recruitment,
hiring, interviewing, training, development, promotion, appraisal, incentives, remunerations,
salaries, wages, pay benefits, compensating, retrenchment and much more. Human Resource
Management is present in every organisation, but it is of high importance in large organisations
or MNC's where there are hundreds of employees (Ayentimi, Burgess and Dayaram 2018). They
also play a significant role in building cordial and familiar relations among employer and
employee so that decorum is maintained. Apart from all this, Human Resource Management
follows required policies and models which can be further used in talent management and
retaining talent.
Functions of Human Resource Management
As discussed, Human Resource Management has a wide scope which makes it has a
number of functions as well. The purpose of HR managers is to maintain integrity and a healthy
work environment. The functions of Human Resource Management involves management
related functions as they comprise the top management team, and some of them can be seen as: Rewarding: This is extra pay that is provided apart from salaries and wages. HR
managers reward the workforce on the basis of their capabilities, either in cash or in-kind,
which will result in improving their confidence and morale.
 Appraisal: When employees perform better than what is expected from them, they are
rewarded and appraised either in the form of appreciation or recognition in front of
everyone. Or they can be promoted from their respective posts (Malik, Lenka and Sahoo,
2018). Staffing: It is the process that works in the direction of searching for an appropriate
candidate and examining his competencies on the basis of interview. Along with this,
they also work for building healthy relationships with employees.

 Motivating: HR managers, from time to time, works for boosting the morale of the
workforce according to their performances (DeCenzo, Robbins and Verhulst 2016). Even
managers motivate employees so that they can work in a better manner as compared to
the existing methods.
Contemporary issues and challenges faced by Human Resource management:
The Rosewood Hotel faced a number of issues and challenges that hamper the working
progress. This, in this case, will bring hardships that will affect the operations. The contemporary
issues and challenges faced by Human Resource Management Team can be seen as: Shortage of Skilled Workforce: With the rise in the number of organisations,
competitions are increased, and along with that, there is a fall in the availability of a
talented workforce. This is a major challenge that is faced by employer in order to fill the
vacancy. They are required to incur heavy charges in order to work for the training and
development of recruited employees. Follow up of Legal Compliances: As Rosewood is working in the chain and operating in
a number of countries. It has to follow the legal frameworks of every region where it is
operating. This becomes an issue for management in complying with all compliances
framed on their behalf.
 Working with Innovativeness: With an increase in competitors and in order to sustain in
the market, there emerges an urgent need of bringing innovativeness in operations. This
will make organisations achieve competitive rivalry and establish a known brand value
(Oliveira and Cabral-Cardoso, 2018). There are times when employees are not able to
adapt to changes easily, which makes a problem in the proper execution of operations.
 Diversity and Harmony Issues: In Rosewood, there are employees with diverse
backgrounds and mindsets, which makes it hard for managers to meet the need of
everyone with the same frequency (Einarsen, Hoel, Zapf and Cooper 2020). This, in turn,
will lower the morale and working abilities of employees, resulting in a high employee
turnover ratio. When the needs and demands of all employees are not met, there is an
environment of bias and prejudice which will make the environment unhealthy.
 Health and Safety Factors: The employer has to keep in concern that the health and safety
of employees are maintained, and for this purpose, they have to meet the criteria related

to timely health check-ups, medical plans and leaves. This increases operations and also
the cost of operation.
Reflection discussing the contemporary issues and challenges faced by Human Resource
management:
As I have worked as an intern in the Hospitality industry for a significant period of time, I
have analysed that managers of the HR team face a number of hurdles and challenges which
affects operations. I even developed an in-depth idea about how the primary issues and
challenges can be worked upon so that they can be prevented from occurring or their impact is
reduced. I learnt that at time managers are not able to meet the demands of employees; the
workforce will face issues as they work out of their comfort zone. This, in turn, will result in a
high employee turnover ratio. I find myself privileged that I was delivered this piece of work
which has worked for improving my knowledge and develop an insight towards inner
management. This will further help me in my future career when I am choosing Hospitality
Industry as my career.
Emerging trends of HRM in the Hospitality Industry
With the change in work culture modernisation, there are a lot of new trends that are
emerging. Due to this, the scope band performance abilities of HRM is also emerging. As people
are highly attracted towards better hospitality, it becomes a necessity for Human Resource
Management team to go on with the trends (HHDNP 2019). The trends can be seen as
categorisation under several aspects, that can be seen as:
Political Aspects:
These factors are connected to the governing bodies of the place where Rosewood is
operating. The trends in this category can be seen as:
 Need of transparency as demanded by government institutions.
 Change in political power will affect the working process.
Economic Aspects:
These factors affect the economic growth of respective country and policies made on this
behalf will be affecting the hospitality industry. The trends in this category can be seen as:
 Increasing the taxes and subsidies

 Change in rate of exchange
Social Aspects:
These factors relate to those which affect someone's lifestyle. The trends in this category
can be seen as:
 Improvement in standard of living and Urbanisation Growth in Population
Technological Aspects:
These factors relate to the innovative and modernisation factors. The trends in this
category can be seen as:
 Increase in digitalisation
 Connectivity among all the aspects, social, political, economic, cultural.
Task 2: Job description and Person Specification of
At the time when it is needed to fulfil the vacancy with the best talent, an organisation
often prepares a Job Description and person specification for inclusion in the job advertisement
for the attracting potential candidates to apply.
Job Description:
Job Description can be considered as an integration of internal and external factors that affect the
operation of organisation. Along with this, they comprise of required competencies and
learnings. It allows the recruiter to cater the appropriate response which he needs for his Job
Post.
The full-fledged Job description comprises of:
 Job Role
 Description of Job Post
 Duties and Responsibilities
 Skills and Competencies
 Academic and Extra-Curricular Activities
 Work Culture
 Working Environment
 Pays and Benefits

Job Description is a vital part of the process of job application. This will help in catering for the
best suitable talent who can take the organisation to the zenith. This also saves time which will
be required in explaining the job role to each and every person in person.
JOB DESCRIPTION
( for the post of receptionist in Rosewood Hotel)
Entity Rosewood Hotel
Administration Receptionist
Report to Head Manager
Job Post Receptionist
Job location London, United kingdom
Job description To develop and improvise the products and
services which are required to be used by
visitors of Hotel Rosewood which will make
them remember their visit. Also, to work in
such a manner that an impactful customer base
is generated.
Duties and Functions  Determining needs of visitors
 Delivering facts in an accurate manner
 Delivering unique plans
 Answering the questions and problems
 Employing confidence
 Looking to meetings or scheduling the
same.
Qualifications  Utmost requirement of Bachelor's
Degree
 Complimentary Master's Degree
 Possessing hard skills and soft skills
 Enhanced Communication skills
 Sound Knowledge of marketing

techniques
 Evaluating the risk assessing abilities
Personal Specification
After preparing the Job Description, several candidates will be reverting back, and for
this purpose, the candidates will be preparing personal specification mentioning their details to
apply for the same. This provides diversified facts and figures which describes skills and
competencies that are required by the Job Post and was mentioned in the previously prepared Job
Description. This will provide knowledge of whether the candidate applying is suitable or not. It
is completely based on the Job Description for the interested candidates—the personal
specification for the post of receptionist in the hotel Rosewood.
PERSONAL SPECIFICATION
( for the post of receptionist in Rosewood Hotel)
Job Title: MANAGEMENT ROLE
Department: Executive Department
Criteria Required Complimentary
Educational or Academic
Qualification
 The essentialism of a
Bachelor's Degree from
a recognised university.
 Enhanced
Communication skills
in order to resolve
queries and feedbacks
of visitors.
 Can possess Master's
Degree for a better
evaluation.
 Experience of
internship, whether
part-time or full time in
the same industry.
Skills and Competencies  Should possess
calculative and
reasoning skills, which
can be used for
managing bills and
 Knowledge of
personality
development skills
 Should be ready to take
the initiative as and

cash flows.
 Soft skills so that
problems and
grievances of visitors
can be undertaken and
resolved.
 Confidence in
conducting operations
in order to solve
challenges.
 Developed ethics and
morals.
 Knowledge of MS
Office.
when required.
 Positivity in nature to
perform tasks.
 Regularity and
Punctuality in terms of
work completion.
 Ability to handle
pressure in peak
season.
Needed Experience A minimum of 1.5 years of
experience in the same
industry, irrespective of the
location.
Task 3: Analysis of PM Process within the Hospitality Industry
Performance Management
Performance Management is an instrument that is adopted by higher management in
order to monitor and evaluate the performance of employees. As the name suggests, the
performance of subordinates is managed by evaluating the shortcomings and taking appropriate
actions over the same (Karthikeyan 2020)). It also includes tools that can be referred to as key
performance indicators or KPI, management dashboards, performance appraisals. These are the

strategic tools that work for managing the performance of the managers. This will make
organisations work with more success and stay before of its rivals of the same industry.
Features of Performance Management
The features of performance management can be seen as:
 It gives a clear synopsis to attain success when worked accordingly.
 It is an ongoing and continued process that is worked upon again and again.
 It aims at receiving complete feedback from employees.
 This also results in making employees evaluate themselves on the basis of tools and
techniques with which performance management applies.
 As it is an ongoing process, it caters to attain quick or spot feedbacks, which can be
further used to rectify the shortcomings.
 The management process will be enhanced, which will improve work culture; this will
make customer services excellent and quick.
 Management of goals and targets, which were determined initially, is also executed in a
proper manner (Landy and Conte 2016).
Process of Performance Management
Performance management is a process that works as an ongoing communication among
workers and employers so that problems are communicated and are resolved on a quicker basis.
It is a collaborative process where employees and employers work together in view of attaining
long term goals (Reade, McKenna and Oetzel, 2019). The steps in the process of performance
management can be seen as: Planning: This is the stage where the planning stage takes place, where goals are to be
made clear by following a specific format of SMART, i.e. specific, measurable,
attainable, relevant, time-based. After preparing the plan, feedback and suggestions are
taken from employees on which rectification is performed and then finally approved. Coaching: This term refers to scheduling meetings and making accurate arrangements so
that they can be a success. Further coaching also refers to providing appropriate training
through programmes, so that prepared objectives are met on time. Reviewing: This refers to analysing the performance of employees through a yearly
performance management cycle which will further lead to their appraisal and promotions.

After a review of performance is prepared, there emerges a need of reviewing overall
goal completion and giving desired feedbacks for the same (Mwita 2019).
 Action: This is the last step of the performance management process, which works in
taking actual action by complete evaluation and then providing rewards and
appreciations, which in turn will motivate employees to work in a more appropriate
manner. Looking to this next year's performance management plan is made and amended.
Performance Management Methods
There are numerous methods that can be undertaken to manage the performance of
employees in an organisation. In Rosewood Hotel, the managerial team follows various methods
among the undermentioned on the basis of given situations. The Performance Management
methods can be seen as:
 Management by Objectives: Management by Objectives can be considered as the method
appraisal which is performed by both employers and employees in order to attain the
goals and objectives of an organisation (Richards and Sang, 2019). Both the groups work
as a team where actions are taken on the basis of managerial aspects. Here they
communicate, plan, organise, decide and then perform. After such a systematic and long
process, there emerges a very low need for failures. 360-degree feedback: This method of appraisal relates to catering feedbacks about an
employee from his own work circle and sometimes from consumers as well. 360-degree
feedback refers to multi-functional performance appraisal where views of every related
employee and individual are taken . Both seniors and subordinates are approached to get
a revert for the employee who is appraised. This serves the process of reduced bias and
emerges a need for sheer understanding on the required matter (Obeidat 2017). Assessment Centre Method: The assessment centre method gives leverage to employees
for self-assessment of their performance through colleagues eyes. They are mending to
evaluate what others think about them so that they can improve themselves in need of
better appraisal. This serves with the aim where individuals are to improve their existing
performances along with improving the futuristic performances even. Behaviourally Anchored Rating Scale: This can also be termed as BARS, where
appraisal is made in both qualitative and quantitative manner. This is a method where an
employee's performance is evaluated on the basis of numerical ratings. As numeric data is