Human Resource Management (Unit 03) Assignment: British Airways

This report provides a comprehensive analysis of Human Resource Management (HRM) practices within British Airways. It begins with an introduction to HRM, defining its scope and functions, and then delves into the specific application of these principles within the airline. The report examines workforce planning and resourcing, the strengths and weaknesses of British Airways' recruitment and selection approaches, and the benefits of various HRM practices for both the employer and employees. It evaluates the effectiveness of these practices in terms of profit and productivity, and highlights the importance of employee relations in decision-making. The report also touches upon relevant legislation, includes a portfolio of HR documents, and concludes with a summary of key findings. The assignment showcases the practical application of HRM concepts within a major international airline, providing insights into the strategies employed to manage and motivate its workforce. The student's analysis covers a wide range of HRM topics, offering a detailed overview of the company's approach to human capital management.

Programme BTEC Higher National Diploma (HND) in Business (RQF)
Unit Title and Number: Human Resource Management (Unit 03)
Assignment title Human Resource Management Assignment Brief
Unit RQF level/Code
Level 4 Y/508/0487 Module Tutor Name
/Email
Olajide Joshua
[e-mail]
Credit Value 15
Assignment Brief Code
(J-A 2021) RQFBM-
HRM0602053
Cohort Name Sep 20B Assignment Date Set 5th Jan 2021
Student’s Name
Bogdan Gota
Student’s Registration
Number
25317
Submission Date
O4/04/2021
Distribution Date
18/01/21
Is this a first submission
First
Is this a referral
submission
Word Count
Learner’s statement of authenticity
I certify that the work submitted for this assignment is my own. Where the work of others has been used to
support my work then credit has been acknowledged. I have identified and acknowledged all sources used
in this assignment and have referenced according to the Harvard referencing system. I have read and
understood the Plagiarism and Collusion section provided with the assignment brief and understood the
consequences of plagiarising.
Student’s Signature Bogdan Gota Date 03.04.2021

TABLE OF CONTENTS
THE PURPOSE AND THE FUNCTIONS OF HRM, APPLICABLE TO WORKFORCE PLANNING
AND RESOURCING IN BRITISH AIRWAYS
THE STRENGTHS AND WEAKNESSES OF DIFFERENT APPROACHES OF RECRUITMENT AND
SELECTION USED BY BRITISH AIRWAYS
THE BENEFITS OF DIFFERENT HRM PRACTICES WITHIN BRITISH AIRWAYS FOR BOTH
THE EMPLOYER AND EMPLOYEE
EVALUATE THE EFFECTIVENESS OF DIFFERENT HRM PRACTICES IN TERMS OF RAISING
BRITISH AIRWAYS’ PROFIT AND PRODUCTIVITY
THE IMPORTANCE OF EMPLOYEE RELATIONS IN BRITISH AIRWAYS WITH RESPECT TO
INFLUENCING HRM DECISION-MAKING
Introduction.
In any business organization one of the most important departments will always be Human
Resources, especially when we think the abilities and skills point of view. Human resources
are the departments that is in charge and controls all of the business’s tasks. The Human
resources responsibilities are the recruitment of personnel, selection process, hiring process,
in promoting, basically all of the administration inside the business. This is why the Human
Resources departments has to guarantee that the company has a strong management team in
order to successfully always implement the best work ethics.
“HRM is a distinctive approach to employment management which seeks to achieve
competitive advantage through strategic deployment of a highly committed and capable
workforce, using an array of cultural, structural and personnel techniques” (Storey, 1995).
British Airways is the largest airline company in the United Kingdom, having the main office
in the country and single handed having more international flights than any other similar
company. Their team from the human resources department are a very equipped and capable
team and are considered as role models for other businesses. Being part of the International
Airlines group, the British Airways company are the largest international flight company in

the UK. The company have their headquarters in London, Heathrow which is the busiest
international airport worldwide. British airways carry a fleet of airplane of more than 280
which can carry internationally yearly approx. 40 million passengers. British Airways has
employed in their company somewhere around 40.000 people from which around 15.000 as
cabin crew, 5.500 engineers and approx. 3.600 airplane pilots.
This assignment will exemplify the Human resources practices inside the British Airways
company, how the Human Resources manager is inspiring people that work for them in any
tasks they might have for achieving the common goals. How the Human resource from
British Airways is using latest techniques in order to make their company the one you want to
apply for if you desire to work in this specific industry.
We will also present the definition, scope and functions of the Human resources department
with examples from the company that we chose, British Airways. We will show the
recruitment and sources processes inside Human resources and we will be presenting the key
elements of HRM.
We will identify and show the legislations in place to protect employees and the company
and how the HRM is in charge of this inside the British Airways company.
Finally, we will show a portfolio of documents that are necessary for HR and the Employee
when applying to get a position inside the British Airways Company.
HRM Definition.
The Human Resources Managed is in charge of the recruitment, hiring, positioning and the
management of a company’s employees. We will hear most of the times referring to this
department as simply HR. the first recorded use of the HR was recorded for the first time in
1900’s and then in around the 1960’s started to be used more to represent the employees of
one company combined.
The HR department’s role inside a company is to manage and inspire employees to achieve
their task as quick as possible and as efficient as possible. The HR department has the role of
employing new people that are the most suited for the position that is open or to promote
already employed people to a higher position when deemed suited. For the success operation
of the business, we need to understand that a company is only as good as the people that work
there.

Human resource management is the organizational function that manages all of the issues
related to the people in an organization. That includes but is not limited to
compensation, recruitment, and hiring, performance management, organization development,
safety, wellness, benefits, employee motivation, communication, policy administration, and
training. (Susan, 2021)
HRM Scope.
Human Resources scope is referring to the activities that the departments have to undergo,
and they are as following:
Human resources planning.
Planning means the process that a company is using to recognize the number of vacant jobs,
where the company has to many employees and where there is need for more workforce and
to handle when shortage or excess in the company.
Job analysis design.
Job analysis is a very important aspect for Human Resources. A company finds out the job
descriptions of any role in the company by doing this.
Recruitment and selection.
Human resources will advertise and publish vacant position from the company based on the
job analysis done and this is how they recruit new people. After receiving the application,
human resources will hold interviews and they will choose the right people for that position,
this making the recruitment and selection an important aspect of HR.
Orientation and induction.
Induction and orientation are the next step after the recruitment and selection process is done.
HR will brief the employees on the history of the company, the structure and culture in the

company, their work values and ethics and in the end, they will be presented to their
respective team and leaders.
Training and development.
After the orientation and induction any new employee has to be trained to better understand
his job role in the company. Ongoing training is needed also for the current employees to
advance their knowledge and develop in the role they have. This is one area where any
company should focus intensely.
Performance appraisal.
After any employee has completed a period of time with the company, they will have an
appraisal, which will tell the HR department how they are doing in the company and upon
this they will receive salary increases and promotions, and progress in their function in the
company.
Compensation planning and renumeration.
Human resources are also responsible for any compensations or benefits, and these are given
only in specific condition and rules.
Motivation, welfare, health and safety.
In order to retain your staff in the company and keep them happy the HR has to make sure
they are motivated, make sure that the health and safety regulations are kept as it’s in the
interest of both the company and the employees.
Industrial relations.
Another important aspect that Human Resources has to take in account is the relations with
the members of the Unions.
The Human Resources Officer.
An important aspect for any company is the HR Officer. He has the job of supporting
recruitment and staffing in the company, training and developing, staff counselling. He is also
the one that gives advice and proper information to the upper management in order to ensure
effective decision-making.
The purpose and the functions of HRM, applicable to workforce
planning and resourcing in British Airways
A good company like British Airways for example, realizes that the main factor to a
prosperous business are the employees. By planning the labour force, it will help the business
realize where new workforce is needed and have the desired results. British Airways is
exceling in these regards as they are managing to link the right person with the desired
experience and knowledge to the right position.
The purpose and functions of HRM in planning and resourcing in British Airways.
Managerial functions.
The managerial functions of HRM are firstly focused on identifying where there is a need for
a new employee and find the best suited person for the job. Planning includes the prediction
of vacant jobs, job requirements, job descriptions and sourcing. The organizational function
is focused on grouping the employees into activities, hand them specific functions and the

coordination of projects. the function of controlling is to identify which employee is best
suited for a specific activity and time management for achieving the goal. The directing
function is at the centre oh HRM and represents the motivating, leading and activating the
employees.
Operative functions.
Procurement is an operative function and its focused is in securing and hiring the right person
and the necessary number of people to ensure the company achieves their objectives. Part of
its assignments are job analysis, planning, recruitment, selection, placement and induction.
The compensation function is in place to motivate the employees to work effectively and hit
the company’s targets. This is done through carer planning, job evaluation, bonuses, salary
administration, employee morale. Through the development function the HR is training and
developing the employees in order to have performance at their jobs. Maintenance function is
focusing on the health of the employees, physical and mentally and it is doing this by giving
health insurance, pension schemes, health facilities, allowances.
Recruitment.
In human resource management, “recruitment” is the process of finding and hiring the best
and most qualified candidate for a job opening, in a timely and cost-effective manner. It can
also be defined as the “process of searching for prospective employees and stimulating and
encouraging them to apply for jobs in an organization” (Martin Luenendonk – Jan 20,
2021).
At British Airways, same as all other companies, it comes as a great importance when
speaking of recruitment and selection process. The first stage in recruitment is to find what
the company is in need for, then they advertise the vacant job and through this they can
collect all the application relevant. From the applications they have collected they can then
find the person who is most qualified for the job. The sources for recruitment and selection
come from different sources, like internal or external, job analysis and job descriptions and
person specifications.
The strengths and weaknesses of different approaches of
recruitment and selection used by British Airways
The entire process of selection and recruitment is a top priority for all business as we will see
that is the case for British Airways as well. The process of recruitment inside of British
Airways starts with identifying the organizational needs that the company has, and it
continues with the collection of all applications in that vacancy. Both, recruitment and
selection, have different sources like internal and external sources, job descriptions, job
analysis and person specifications.
Internal recruitment.
When we are talking about internal recruitment, we think of finding the right person for a
vacant position from inside off the company. This will be advertised through memos, emails,
notice boards. There are advantages when it comes to internal recruitment because it can be a
quick process, the applicants have already been working with the company so they know the

ethics and work environment, they can have experience in the proposed job, and it will be
cheaper.
The downside of recruiting internally could be that there are only a few who qualify for the
desired position, in can create unnecessary competitive friction between employees and the
fact that the company doesn’t bring fresh ideas in the role.
Through the internal recruitment British Airways will check the background of the candidate
and pick the best one for the job.
External recruitment.
The external recruitment is handled very different from the internal one. HR must go outside
the company and advertise the role in website design for job search, newspapers and adverts
on television and the personal website of the company.
When it comes to advantages through this process of recruitment, we can identify that it
brings fresh new ideas into the company, more enthusiasm and outside expertise from
previous positions in other companies and it has a bigger potential to find suitable people for
the desired position.
The disadvantages to external recruitment are time, and this is because it has a bigger time
frame for the new employee to adjust to the new environment, more investment into training
and development, it will be more expensive than internal recruitment.
British Airways are following strictly the equality act when selecting the applications and
thus they are attracting more candidates with the external recruitment.
Job description.
The job description is the characterization in details of the job that I vacant on the market and
by this they will be sure that they will find the best applicant for the desired position.
Outsourced recruitment.
Companies will go for outsourced recruitment also, which entitles that they will hire a
recruitment agency to do the hiring for them. When the recruitment agency finds the best
suited applicant for the position, they are paid a fee for their services.
Job analysis.
The Job analysis process is in place to do observations, have the questioner ready for the
interview and hold it and setting the diary for the interviews.
Online job board-websites.
Strengths: they are very cost effective and are very fast, it can reach on a global scale as the
British Airways is international, it can bring applications instantly and they have a wide range
of websites they can use.
Weaknesses: through the websites the company will receive a large number of applications
but not all of them to the recruitments needed, the websites may encounter problems like
viruses, and this can make some good applicants to not apply, and it can be a problem if the
internet is not working.
Recruitment Agencies.

Strengths: they specialize in recruiting the best possible candidates, have a fast response
from candidates, some candidates prefer interacting with an agency instead of a direct
employer and through an agency the position is not publicly published.
Weaknesses: if we are dealing with only one agency then is has a small database to search
from, sometimes the agency is ill prepared for the tasks at hand, the price for and agency is
usually very high, somewhere around the lines of 20% from the applicant’s salary and an
agency can bring more wrong applications then good ones.
Using head-hunters.
Strengths: specialized expertise in recruitment, discretion are trademarks of using head-
hunters, they also will know the company inside out to be able to accomplish the job well.
Weaknesses: very cost efficient and has a limited pool for good candidates mainly for high
management.
Referral scheme.
Strengths: only the highest quality in candidates, low cost compared with other methods and
has a much higher retention scheme.
Weaknesses: small pool for candidates, in case of rejection on the referral that could impact
the person that placed it and it could create a distraction in the employees from their tasks.
Both internal and external recruitment may use interviews, application forms, aptitude tests,
group tasks, presentation and role-play tasks to help select the best candidates for the job.
CV.
Part of the job application is a document that any applicant has to complete that incorporates
his experience and knowledge and it is called a CV. It comes for Latin and means
“curriculum vitae” or in English course of life. HR is considering if the person that applies is
a good match upon the details from this document.
Application form.
When applying for a job we need to complete also a job application form. It’s a side form that
an employer wants an applicant to complete under the form of a question are to be able to
know the applicant in more detail.
Letter of application.
On occasion the employer would require beside the CV a letter of application or cover letter
in which the applicant has to detail why he thinks he is the best suited candidate for the
selected job. As an addition to the letter of application or cover letter some employers want to
see also a letter or reference in which you need to have from a previous employer some
details about the experience and character.
Interviews.
After the HR has completed the oversight on the CV’s and application form, they will narrow
down the best suited candidates and invite them to the interview stage. Most of the time this
part is a face-to-face meeting but on occasion in can be via a zoom call or video call. During
this part the candidate will be observed answering questions and how he performs. At the end
of the interview stage the answers will be compared, and the best candidate will pass forward.
Tests.
On some occasions after the first stage of interviews and the hr has narrowed down the prime
candidates a stage of tests will be performed in which the candidate has to pass a series of
practical or written based teste to see if he can handle the demands of the position.
Group activities.

In some cases, the company will want to test the capabilities of the applicant in a group task,
practical or a discussion. This also is used in order to see if the candidate possesses the
required job skills for the position.
Interviews.
Strengths: opportunity of probing questionnaire; realistic job preview, by presenting the job
and the organization; fa-to face meeting; opportunity for candidates to ask and find out things
about the job and the employer.
Weaknesses: very low reliability in predicting performance of the candidate; the selection will
rely just on the skills of the person that is conducting the interview; possibility of subjective
judgements from the interviewer.
Selective tests.
Strengths: very high reliability in predicting the performance and the skills of the candidates;
much more objectivity using tests, instead of interviews; accurate; accurate measurement of
the potential candidates; reducing operational costs by finding the best candidate for the role.
Weaknesses: these can be costly to administrate and rate; manually assessing responses will
increase the time waiting for results; results can be subjective being graded manually;
candidates can easily manipulate the results by answering the questions favourably.
Interviews.
Strengths: opportunity of probing questionnaire; realistic job preview, by presenting the job
and the organization; fa-to face meeting; opportunity for candidates to ask and find out things
about the job and the employer.
Weaknesses: very low reliability in predicting performance of the candidate; the selection will
rely just on the skills of the person that is conducting the interview; possibility of subjective
judgements from the interviewer.
Selective tests.
Strengths: very high reliability in predicting the performance and the skills of the candidates;
much more objectivity using tests, instead of interviews; accurate; accurate measurement of
the potential candidates; reducing operational costs by finding the best candidate for the role.
Weaknesses: these can be costly to administrate and rate; manually assessing responses will
increase the time waiting for results; results can be subjective being graded manually;
candidates can easily manipulate the results by answering the questions favourably.
Methods of selection.
British Airways is using 2 different types of selection, after the recruitment process.
Depending on different factors, organizations like British Airways, may have different ways
to select the candidates. Depending on time, cost, selection criteria and administrative ease
they will consider who is best for the position. The list of selection methods may include
application forms, self-assessment, peer assessment, telephone interviews, testing, group
selection methods and assessment centres. In British Airways they generally use CV and
application forms, assessment process, interviews and criminal record check.
The application forms are a written documents that highlights the educational and personal
employment information’s of the candidate. Some organization will go to an extent where
they will ask the potential candidate to do much more in the application forms, like more
information about their skills and abilities and in some cases some situational questions to
evaluate more in dept the way they approach certain problems. In British Airways they will
stress more on the CV and will require from the candidate a well written CV, organized,
logical and easy to understand. Good grammar and no spelling mistakes are part of the
requirement in a written part detailing their related skills. The principal objective of an

application form is to shortlist the candidates that have applied. The application form is the
best way of determining the potential of the candidates as it has a standard format for
everyone. ( UKEssays. 2018)
The assessment process will incorporate different selection techniques that may involve
command or executive exercise, group problem solving, psychological test, leaderless groups,
in-basket tasks and a variety of presentations and interviews. IRS has noted that these are the
best ways and the most effective ways to select candidates. At the end of the assessment
process the evaluators will rate each candidate on their performance that is directly related to
the job requirements. While this selection method is the best at providing the most accurate
evaluation of the candidate in more depth it will be also more time consuming and more
expensive. In British Airway part of the assessment process, we will find group exercises,
psychometric tests, interviews and presentation, role pays and fact-finding.
The benefits of different HRM practices within British Airways for both
the employer and employee
The success of the British Airline company comes from the fact that they have a very well-
organized HR management team. Through their mobile application called “My Team” that
have linked more then 3000 employees with approx. 250 managers. Through this app they are
improving the productivity of the staff and their efficiency in the completion of tasks
The HRM practices in British Airways give out be benefits in the form of:
Performance management: by the use of the app managers can always be on top of the
productivity of the employees. The app can also perform reviews on both managers and staff
on the completion of the task on a bi-annual stage. In this way they can see where there is
room for improvement in order to ensure the most productivity and achievement of goals.
Training and Development: in British Airways the most important asset are the employees
and because of that they are continuously investing in their training and development. They
are organizing bespoke trainings for the employees that best suits their need and also the
delivery systems that are the most effective to be implemented. Workshops are a frequent
occurrence by the HR team to help the employees develop their careers and personal goals
also.
Relationship Management: in British Airways, the human resources have managed to create
a very good working environment where the employees can always ask for help if needed in
achieving their tasks, it creates a harmonious relationship between the employer and
employee. Any employee can always get in contact with the hr managers to notify them of
any issues like, discriminatory or harassment at work. The HR will always try and resolve the
problems internally between the employee and their employer.
Greater profitability: in order to obtain a productive advantage, the British Airways
Company has their teams working productively. By direct managing, higher motivation and
greater control they can achieve better performance and have more productivity.

Flexible working possibilities and practice: in British Airways, the HRM team is allowing
their employees to work on a flexible times schedule and a job rotation process. In doing so
the employees have a better way of managing their time. Both employer and employees are
happy this way because it has better results in the end, professionally and personally.
(UKEssays. 2018)
Evaluate the effectiveness of different HRM practices in terms of raising
British Airways’ profit and productivity
HRM practices can influence the performance in a company with other strategies, but the best
practices approaches can include formal training systems, results oriented appraisals,
employment security and participation. The most important goal in an organization is to keep
the employees motivated so they continually perform at their best in the given assignments.
Development strategy will work in an organization only if the managers lead the workforce.
Career administration: HR is taking in consideration they personal goals of the employees
and they are helping them by scheduling, selecting and setting up goals and developing them.
The British Airways company has workshops through which the employees learn how to
develop their own carers and they are also offering them learning accounts to future progress
their skills. This way they are keeping the employees happy and their morale high which in
turn gives higher productivity. On the downside of the career administration this can feel as a
burden for the employees and can have a negative impact that results in too much stress that
can affect the productivity of the employee. This as a result will impact and affect the
profitability of the \British Airways Company.
Reward system: another system that British Airways is using to grow their productivity is a
reward to employees by bonuses when they hit their targets. This in turn is an advantage for
the company as the profitability will grow. In turn the employees might find this as a
disincentive as they will see it as they can’t compete and it will make them give up, loose
focus and in turn miss deadlines. This will impact the profitability and productivity in British
Airways.
Recruitment and termination: in the British Airways company there are used for
recruitment process both internal and external sources. The external source gives them an
advantage over rival companies as bringing someone with experience from another company
gives them an advantage. By using the internal source, they are growing the morale and the
positivity in the company plus their retention on employees is higher.
Disadvantages to this is that it can have an impact on future employment as employers are
wary of potential employees that have been terminated from their previous employer and this
in turn can dimmish the potential candidates for new positions in the British Airways
Company.
(UKEssays. 2018)
The importance of employee relations in British Airways with respect to
influencing HRM decision-making

Definition of employment relation
The employment relation is the link between an employer and employee. This relation exists
when someone is performing a service or work in some defined conditions in exchange for
renumeration. It is through this relation that reciprocal rights and obligations are created
between the two. The existence of this relation is beneficial for both employee and employer.
It is the key point of reference for determining the nature and extent of employers’ rights and
obligations towards their workers. (ILO, 1996)
The Importance of employment relation
The main asset in the British Airways company are their employees. In order to have a better
outcome the company is working closely with the employees. Decisions are definitely more
effective when taken together with the staff. Decision making in the British Airways
company are and can be influenced staff retations.
Equal Pay ACT 1970: British
Airways is very considerate in the
equality pay act and they are paying the
same amount or salaries for all
genders in the company, they are assuring that compensations and treatments are equal for
both.
Sex Discrimination ACT 1975: the sex discrimination act protects the employees from
discrimination, between both sexes when it comes to gender or status. The British Airways
company is offering the same opportunities and rights when talking about their development
in both women and men.
Race Relation Act 1976: the race relations act is protecting from discrimination all races and
in the British Airways company we can observe that as they don’t take in consideration the
race of the person. This is why British Airways has team composed of different races or types
of people.
Disability Discrimination Act 1995: the disability act is protecting people that have
disabilities from discrimination at work. British Airways in this regard is offering the same
opportunities to each applicant or employee in their teams.

Data Protection Act 1998: data protection act is implemented in order to protect the
personal data of each employee.
Employment Relation Act 1999: employment relation is in place to protect the rights of all
employees and maintain a polite relation between all. In British airways they are continuously
keeping their employees happy and in a growing developing mode and they know that their
staff is the most important asset in the company.
National Minimum Wage Act 1998: in the UK, all the working people should get the
minimum wage under this act. Over 25 years, they should be paid GBP 8.72/hour, age 21-24
should receive GBP 7.70/hour, and people aged 18-20 GBP 6.45/hour.
Job description
Job title: Cabin Crew
This is the time to join British Airways. We are expanding as a company and continuously
growing our reach in the world by adding more exiting routes for our customers. We are also
in the process of improvements towards the quality of our flights by having new carriers
added to our fleet. In the hopes that you will join us we want you to know that we will be
proud to have you on board and part of our ongoing growing company.
Job Summary: Being part of the crew, here at British Airways, you will be in charge of
providing amazing customer service to our customers, making sure that they will be flying in
comfort and safety, providing them with a great experience during their time with us. In the
time of the flight, you will be in charge of showing the passenger the safety measures that we
have in place in case of an emergency, serving them with beverages and food plus selling our
duty-free items on board. Our crew is well equipped in handling anything that is considered
an emergency during the flight as well before boarding and after landing.
Job Location: Heathrow, Gatwick, London City
Reports to:
Responsibilities:

 pre-flight meeting where we will discuss the upcoming flight and the position you are
assigned with
 professionalism all the time and good time management
 pre-flight duties in which you will have to ensure the plane is in good order to be
boarded
 helping passengers with the boarding procedures and guiding them to their allocated
seat
 Presenting the passengers with the safety procedures in line with the company rules
 Ensuring the luggage are properly stored away
 Ensuring the passengers have their seatbelt securely locked before take-off
 Responsible for any announcements that are required during the flight
 Providing the passengers with beverages and meals during the flight
 The sale of duty-free items during the flight
 Dealing with any situation in a polite way to ensure the comfort of the passengers
 In emergency reassuring passenger and making sure they follow the safety procedures
 The ability to perform first aid if needed
 Completing the paperwork for the flight
 Making sure that at the end of the flight passengers will disembark in a mannered
fashion and that they have all their items with them
Salary:
Depending on experience, a salary starting from £30.000 per year plus benefits.
PERSON SPECIFICATION
POST: Flight attendant
DEPARTAMENT: Cabin Crew
Qualifications:
A degree or HND/foundation degree or postgraduate qualification is not required for entry into working as a
cabin crew member, but it may be useful in showing you have interest in the area.
 HND in hospitality management
 HND in languages
 HND in leisure and tourism management
 HND in travel
Being able to speak other languages is particularly useful and this cloud put you at an advantage.
Requirements:
 Minimum age of 18, in some cases 21
 Good standard of health and fitness, with the ability to swim 25 metres unaided
 Minimum height requirement
 Good hearing and eyesight
 Valid passport permitting unrestricted travel worldwide
 Medical examination
Skills:
 Excellent communication skills
 Exceptional customer service

 Confidence in dealing with a range of people
 Good co-operation skills in working with different teams
 Compassion and the ability to support colleagues
 Discretion when dealing with VIP’s or royalty
 Competence in handling difficult situations and the ability to remain calm under pressure
 Tactful and diplomatic
 Commercial awareness and sales skills
 Flexibility in working unsocial hours on any day of the year
 The capacity to work in a confined space
 The ability to diffuse situations calmly and quickly
Work experience:
A minimum of 2 years working in a previous airline company as a flight attendant.
CURRICULUM VITAE
Hannah Carter
12 Empire Wharf Road, London, E143EE /
Tel: [phone]/
E-Mail: [e-mail]
Objective: Maintain High Standards for In-Flight Service and Safety
Work Experience:
 EasyJet
 Ryanair
 Wizz Air
Education:
Trainings and Certifications
 FAA-Certified Flight Attendant
 Completed FAA
 Certified in First Aid, CPR and Automatic External Defibrillators (AED)
 NVQ course
Member, Association of Professional Flight Attendants (APFA)
Regent High School
 High School Diploma

Skills
 Physical fitness
 Problem solving
 Ability to remain calm during any situation or emergency
 Ability to work within a team
 Communication and interpersonal skills
 Confidence
 Flexibility
INTERVIEW
Human resources management has documents prepared for an interview in which
they are looking for the most important skills in the applicants by sets of questions
and job specifications.
INTERVIEW QUESTIONS
1.how, do you plan your work?
2.during a guest complaint how do you take action on resolving it?
3.what is the best practice when comes to customer service?
4.describe me a situation with a difficult costumer and how you went about resolving it?
5.describe a situation when your patience was tested and how you managed it.
6.Provide an example when your cabin crew abilities were tasted.
7. How would you manage a disorderly passenger? / Give us an example.
8.Provide an experience of when you were persistent in the face of problems.
9.Name an example when your creativity solved a problem at work.
10.Regarding to your experience, what is the key for developing a good cabin crew team?
11.According to cabin crew job attributes, your strengths are …
12. According to cabin crew job attributes, your weaknesses are ….
13. Why do you want to work here?
14. Do you work better as part of a team, or on your own?
JUSTIFICATION OF SELECTION AFTER INTERVIEW
Selection Criteria POOR ORDINARY GOOD VERY GOOD
Communication
skills
yes
Teamwork
adaptability
yes

Problem solving
capacity
yes
Motivation yes
Selected candidates: resulting on answers in the interview, the experience from previous
employers, quick reaction and good specific scenarios problem solving.
Rejected candidates: not knowing the specifications of the job, no previous experience, lack
of abilities needed for a cabin crew candidate.
JOB OFFER LETTER
17.03.2020
Mrs. Hannah Carter
London, Empire Wharf Road 12
E14 3EE
Dear Candidate:
We are delighted to inform you that you have been accepted as part
of the British Airways cabin crew team.
Responsibilities are to:
 -pre-flight meeting where we will discuss the upcoming flight and the position you
are assigned with
 professionalism all the time and good time management
 -pre-flight duties in which you will have to ensure the plane is in good order to be
boarded
 -helping passengers with the boarding procedures and guiding them to their allocated
seat
 Presenting the passengers with the safety procedures in line with the company rules
 Ensuring the luggage are properly stored away
 Ensuring the passengers have their seatbelt securely locked before take-off
 Responsible for any announcements that are required during the flight
 Providing the passengers with beverages and meals during the flight
 The sale of duty-free items during the flight
 Dealing with any situation in a polite way to ensure the comfort of the passengers
 In emergency reassuring passenger and making sure they follow the safety procedures
 The ability to perform first aid if needed
 Completing the paperwork for the flight
 Making sure that at the end of the flight passengers will disembark in a mannered
fashion and that they have all their items with them

Financial Offer - Salary and Benefits:
Starting salary will be a yearly one of £30.000.
Benefits: health insurance, dental insurance, transportation to and from the airport.
Further information about the work:
 Direct accountability to your head of department
 Entitled to 29 days of holiday
 Working hours per month are 48h
We are excited for you to start you new position here at British Airways and look forward
to seeing you.
Sincerely,
Head of HRM
Conclusions
The British Airways company is a highly competitive and has a standing
reputation in the United Kingdom. As a company they are successfully
managing the business with the help of the human resources very developed
and competitive rules and practices.
Human Resources Management in the British Airways Company is very
efficient and with the help of the managers and employees who are going
above and beyond the business is growing and staying at the top. There is
always growth in the study and developing better practices in HR, their
hiring and training is taking extra step in developing the employees to the
best and this is because as we have seen for them the best assists in the
company are the employees.
In this assignment we have noticed and presented a part of the most
important areas of human resources in the British Airways company which is
helping them success in the business environment. Using distinct HRM

procedure which with the help of technology and the training and developing
of their employs, British Airways is managing to keep their competitive edge
in the market and maintain a healthy work relation in the company.
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