Evaluating HRM Practices: A Case Study of Crowne Plaza Hotel London

This report provides an overview of Human Resource Management (HRM) practices within the service industry, focusing on a case study of Crowne Plaza Hotel. It details the importance of HRM in managing organizational activities, particularly in recruitment, performance management, and employee motivation. The report includes person specifications and job descriptions, outlining the essential criteria and qualifications for roles such as Marketing Manager. It also examines the selection processes used by Crowne Plaza Hotel and Hilton Hotel, highlighting the steps involved in identifying and hiring suitable candidates. Furthermore, the report discusses the contribution of training and development activities to effective operation, emphasizing the use of on-the-job and off-the-job training methods to enhance employee skills and performance. The conclusion underscores the significance of HRM in providing effective training and fostering strong relationships between employees and management to achieve organizational goals.

Human Resource
Management for
Service Industry

TABLE OF CONTENT
 Introduction
 Person specification and Job description
 Selection process of various service industries businesses
• Contribution of training and development activities to
effective operation
• Conclusion
• References

INTRODUCTION
Human Resource Management (HRM) plays a significant role
to manage different activities in organisation. This is the
factor which is concerned to recruit new employee for
organisation and determine level of performance of new
and existing employee in organisation. This report
concerned about the role plays by manager of Crowne
Plaza hotel in order to manage different human resource in
hotel. The purpose of human resource manager is motivate
their employee in order to achieve goals and objectives of
organisation.

Person specification and Job
description
It is most important document of every company in which various rules
and norms of individuals are given about the particular job. It is
short brief about the job which is being prepared after doing job
analyses.
 Job Description
 Job Specification
 Curriculum vitae

Job Description
Name of organisation: Crown Plaza Hotel
Department: Marketing Department
Job Title: Marketing Manager
Job location: London
Working hours: 9 hours
Summary of job:
The management of Crown Plaza Hotel decides to appoint marketing manager for the London
branch. So it is mandatory for the applicant have good depth of knowledge about marketing and
there capabilities skills in order to manage different functions of marketing. Applicant has quality to
inculcate with the different challenges of market in proper manner.
Role
Manage different element of budget in effective manner.
Prepare effective strategies in order to provide better service to the loyal customer.
Take various initiative steps which are related to promotion of different products.
Determine the condition of marketing process at regular interval of time. It led to stand before the
rivals present in the marketplace.

Job Specification:
This specification determines the quality of employee and also their qualification
which are necessary to determine the performance of various job and tariff which
are concerned with specific job. It is termed as specification of employee.
JOB SPECIFICATION
Company name: Crown Plaza Hotel
Job Title: Marketing Manager
Qualification: MBA (in marketing)
Essential Criteria:
Have good knowledge about the concept of marketing
Ability to control different functions of marketing
Coordinate with employee in effective manner.
Should have quality to face various types risk and problem in effective manner.

CURRICULUM VITAE
CURRICULUM VITAE
John Christopher
Marketing manager professional
[e-mail]
Marketing manager has appropriate knowledge about the various concept of marketing in order to perform various function related to market in
effective manner. Manager should strategically improve quality of employee as well as the performance of staff members. Have good
communication skills and many other capabilities which are essential for organisation in proper manner it help to attain goals and objectives
of organisation.
Core competencies
 Better communication.
 Develop effective marketing strategies.
 Critical thinking
 Sales Skills
Technical Skills
 MS- Office
 ADP Horizon
 MS- Access
Education
Should graduate in marketing
Master degree in marketing
Bachelor of marketing
Experiences
Should have 6 year experience in the field of marketing
Aster Engineering, London
2013-2018
Declaration:
Here, I declare that all information which given is correct as per my knowledge.
Date : 10 March

Selection process of various service
industries businesses
It is process to choose best applicant for the particular job position. It is
an appropriate procedure to select the applicants as per the
requirement of jobs and company. HR manager of organisation put
its efforts in selection of right candidates for the particular job. If
company recruit wrong employee for specific post. It is very
expensive in order to train that employee for the specific post.

Selection process in Crowne Plaza Hotel
There are different selection procedures of various organisation. The
selection procedure of Crowne Plaza Hotel is mentioned below:
 Preliminary interview
 Review of applicants
 Selection tests
 Employment Interviews
 Selection Decision
 Physical Examination
 Final selection

Continue...
Preliminary interview: This methods is concerned about the screening
of candidate in which some of applicant eliminated on the basis of
their various qualification and on other basis because organisation
needs more qualification for the post.
Review of applicants: Organisation provide application to the applicant
after completion of preliminary interview in order to provide detail
information.
Selection tests: In order to examine skills and mental ability of
applicant, manager of organisation conducts various types of tests
like personality assessment of applicant, different aptitude test.

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Employment Interviews- In this stage interviewer ask some specific
questions from the candidate. This step is accomplish after the
selection process.
Selection Decision- After completion of employment interviews
manager take decision to recruit candidate that can perform the
responsibility in effective manner.
Physical Examination: It is concerned about to examine physical
abilities to perform specific job.
Final selection: Those applicant who qualified in all round then
organisation give appointment letter to those qualify candidates.

Selection process of Hilton Hotel
There are various elements in the selection process in which
essentials are described as below:
 Short listing
 Training
 Interview
 Final selection

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Short listing: Those individual who want to promote
themselves the HR manager of hotel shortlist those
applicant.
Training: HR manager conduct training session for those
employee to perform their duties in effective manner.

Continue...
Interview: HR manager can organise interview for
employee in order to ask various personal question which
aids them to establish better communication to improve
knowledge and their skills.
Final selection: It is final phase in which HR manager
approve panel of candidates to join the organisation to
perform their work on workplace in organisation.

Contribution of training and development
activities to effective operation
Training and development plays a significant role which aids to
improve the level of performance of employees working in
organisation. This procedure helps to maintain competencies level
between employees of organisation. Implementation of new and
innovative methods of training in order to enhance skills and
development of employees. These methods of training help to
perform their task in effective manner. It is very important for
management to give proper training to their employee which helps
them to accomplish their task in systematic manner.

Training methods Used by Crown Plaza
hotel
In Crown Plaza hotel the existing employee
working in hotel gives training to the
newly recruited people which aid to work
in effective manner. There are various
types of training methods which are used
by organisation in order to develop their
skills and development which are
mentioned below:
 On- the job training
 Off – the – job training

On the job training
On- the job training:
This method is concerned with practical training in which trainer
perform task by itself before employees to show them how to
perform their task. This termed as informal training method. In this
methods newly recruited employee take experience of their senior
employee which help them to accomplish their task in effective
manner. The senior employee organise different lectures group
discussion, role play and various different ways in order to perform
their work in proper manner.

Off the job training
Off – the – job training:
HR manager of hotel organise expert lecture in order to
develop the skills and knowledge of employee. His
method also includes different seminar, conferences many
other methods off the job training.

Causes to provide training to employees
There are some causes to provide training to
employees which are mentioned below:
 Improving performance
 Motivation

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Improving performance- Methods of training
implemented in effective manner it aids them to enhance
performance level of employee.
Motivation- This training method motivates employee to
retain for the long period of time to perform their work at
workplace. It also helps to achieve aims and objectives of
organisation.

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The main aims of giving off the training to enhance and development
of their skills and development. The management of Crown Plaza
Hotel implement both training methods in order to define roles and
responsibilities of employee for the hotel. These methods are very
essential which help to enhance profitability organisation. So it is
responsibility of HR manager to conduct effective training session
for employee which plays a significant role to develop business
firms.

CONCLUSION
From the above mentioned project, it has been conclude that
HRM plays an important role in order to provide effective
training methods to enhance training methods to enhance the
skills and development of employee. Manager of organisation
should put his efforts in order to establish effective
relationship between employee and management.

REFERENCES
Aswathappa, K., 2013. Human resource management: Text and cases.
Tata McGraw-Hill Education.
Bamberger, and et. al 2014. Human resource strategy: Formulation,
implementation, and impact. Routledge.
Calabrese, A., 2012. Service productivity and service quality: A
necessary trade-off?. International Journal of Production
Economics. 135(2). pp.800-812.

THANK YOU