Human Resource Management at British Airways: A Detailed Report

This report provides a comprehensive analysis of Human Resource Management (HRM) within British Airways, focusing on various aspects critical to the airline's operations. It begins with an introduction to HRM, emphasizing its role in achieving organizational goals through effective recruitment, training, and employee relations. The report delves into the roles and purposes of HRM within British Airways, including training and development, HR planning, and compensation strategies. It examines the creation of an HR plan, analyzing supply and demand, recruitment sources, selection procedures, and training programs. The report also explores employee relations within the airline industry, addressing the impact of unionization, collective bargaining, and employee participation. Furthermore, it investigates how employment laws affect HRM practices, including job discrimination and workplace safety. The assignment includes a detailed job description and personal specification for a cabin crew position. Finally, it assesses the contribution of training and development to the airline's operations.

Human Resource
Management for Service
Industries

INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
1.1 Role and Purpose of HRM within British Airways..........................................................1
1.2 Creation of HR plan by making analysis of supply and demand.....................................2
TASK 2............................................................................................................................................3
2.1 Employee's relations at present within airlines industry..................................................3
2.2 How employment law affects the management of Human resources within British
Airways...................................................................................................................................4
TASK 3............................................................................................................................................5
3.1 Job description and personal specification.......................................................................5
3.2 Difference between recruitment process of British Airways and Transport for London. 7
TASK 4............................................................................................................................................9
4.1 Assessing contribution of training and development in operation of British Airways....9
CONCLUSION..............................................................................................................................11
REFERENCES..............................................................................................................................12

INTRODUCTION
HRM can be referred to as the process involving selection, recruitment, provision of
training & development opportunities to workforce etc. It is usually seen that HR holds the
responsibility to ensure conduction of work in a systematic manner (Alfes, 2013). This provides
assistance in attainment of organisational objectives and goals within the stipulated course of
time frame. The following report is based upon the HRM of British Airways that is a well
renowned airline operating within the confines of UK. This assignment consists of analysis of
HRM and the manner in which employee relations as well as employment laws impact upon
corporations belonging to service sector. Further, it consists of recruitment and selection
procedure, T&D in service sector companies. Besides this, HR plan along with job descriptions
and person specification is given.
TASK 1
1.1 Role and Purpose of HRM within British Airways
HRM can be referred to as the well established and structured approach with the help of
which an organisation can feasibly attain competitive advantage in market place. This is largely
associated with recruitment, hiring and selection of skilled and potential candidates who possess
the zeal to carry out activities of business. Also, it emphasizes upon provision of orientation to
new and training & development opportunities to old employees. In recent times, British
Airways entered into an agreement for start of flights from Heathrow to Madeira. To effectively
ensure timely arrival and departure of flights and other business activities, HR department within
this organisation has to carry out some roles and functions as mentioned below:-
Role of HRM
Training and Development: The primary function of an effective HR team is to render
training to new and old employees so as to equip them with the desired skills, competence and
knowledge. Human Resource working within the entity (employees) is regarded as the most
essential and important business resource. The HR manager of British Airways renders effective
training and development opportunities to personnel so that they can their existing level of skills.
HR Planning: The HR team within an entity is responsible for carrying out planning
related to employees. This is conducted in accordance with forecasting techniques such as
quantum of personnel taking retirement, number of persons going for a long term leave etc. The
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planning in relation to requirement of employees within service industry largely depends upon
the size as well as scale of business organisation. British Airways being a large scale
organisation develops short term and long term plan.
Compensations and Perks: The HR department of an entity is further involved in
deciding upon the compensation and other benefits for every individual working within the
organisational premises. When the compensation plan is effectively stipulated within British
Airways, this tends to drive a force of stimulation within employees owing to which they give
their best performance for the accomplishment of goals.
Purpose of HRM
A well devised strategies plan is abided by British Airways in order to ensure effective
execution of business activities. This acts as a linking pin between staff and management of
company. Thus, organisational productivity is largely associated with performance of employees
of British Airways. The primary purpose of HRM is to enhance the working capacity of
individuals so that give their significant contribution towards the accomplishment of goals and
objectives. This is carried out by developing healthy relationships between employer (British
Airways) and employees. To facilitate this, HR team of the respective company makes use of
effective techniques to retain workforce for a long period of time.
1.2 Creation of HR plan by making analysis of supply and demand
British Airways intended to start 4 new flights for the time of peak season as well as 3
flights at the rest time of the year. They are in the requirement of 6 airline administration support
managers and 25-30 new flight attendants so that a balance can be maintained between supply
and demand. In this regard, the HR plan for British Airways is devised as follows:-
Sources of Recruitment: The major sources of recruitment are determined to be internal
as well as external. For recruitment of new flight attendants, the respective organisation makes
use of external sources. In this, techniques such as campus placement and walk in job fairs are
taken into use by British Airways. This assists in hiring new skilled and competent employees
who possess the ability to carry out their roles. For employment of admin support, consultancy
agencies are contacted.
Selection procedures: This process mainly comprises of 3 stages. This begins with
analysis of C.V of candidate and continues with calling them up for further procedures. After
this, a written test is conducted. The shortlisted candidates then go through a GD (roup
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discussion). At the last, face to face interview takes place where enquiries are made from
personnel regarding general knowledge, IQ and personal background.
Determination of compensation scheme: Post the selection of applicant, their salary and
incentive scheme is decided. In case the remuneration is acceptable to them, British Airways
render them joining date as well as offer letter.
Provision of training: Orientation as well as training is given to new candidates so that
they can get knowledge of the required skill set to perform their role and responsibilities. This
ensures that they do not face any sort of issues while encountering customers.
Appraisal of performances: The senior management keeps a constant check upon the
work of employees and regularly ascertain the variance between desired and actual performance.
The deserving and outperforming personnel are rewarded and appraised on a frequent basis.
TASK 2
2.1 Employee's relations at present within airlines industry
Just like any other business sector, airlines industry also tends to face a number of issues
associated with workforce. In this relation, regulatory authorities take a major role within
hospitality sector so as to ensure that a healthy balance is maintained between employer and
employees. Below mentioned are some of the factors that are largely influencing the state of
employee relations within this industry:-
Unionisation- Union can be defined as a group of individuals who are engaged in
protection of rights of workers. This serves as a mediator which transmits the message from
workers to management as well as vice-a-versa. Within British Airways, unions are indulged in
providing assistance to convey the demands placed by workers to top level management.
Collective Bargaining: In modern era, a new type of culture has begun developing within
airlines industry whereby the point of view of workers operating at lower level and middle level
are taken into due consideration while making an important decision. This concept is becoming
renowned across the global corporate world and provides aid to British Airways in dealing with
issues such as salaries, working environment etc.
Employee participation- This is recognised to be an effective tool that is used by
management team to keep the staff motivated. In modern era, employee participation in decision
making process has gained importance. The views and opinions of employees are asked before
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executing a decision. This develops a sense of regard and empowerment as they consider
themselves as an important part of British Airways. Many companies operating within the
aviation sector make use of dispute management technique to assure healthy relations between
employees and employer. Aviation industry business operates 24*7. Females do not prefer to
work at odd hours such as at 3AM and to calm them for the discomfort caused, extra funds are
given for working at odd hours.
2.2 How employment law affects the management of Human resources within British Airways
Employment laws specifically state the business obligations to employees. It aims at
protection of rights of a worker. The HR manager of British airways must possess holistic
knowledge of such legislations in order to ensure positive and healthy working atmosphere for
employees. Such laws provide aid to entity in ensuring the safety of employees. In this regard,
some of the most important employment laws facilitated within the premises of British airways
are explained below:-
Job Discrimination: This law restrains any sort of discrimination in terms of aspects
such as hiring, pay, dismissal etc. HR manager of British Airways ensures that they do not
discriminate with any employee on the basis of sexual orientation, race, religion, gender, national
origin etc. This company makes sure that the workforce is treated in an equal manner without
making them subject to any kind of discrimination in relation to gender, religion and race. This
generates an optimistic feeling among the staff as they consider themselves as an important asset
for company.
Disability discrimination: This law restrains job discrimination against individuals with
disabilities. HR manager of British airways ensures that they do not reject any application on this
basis so as to avoid being involved in an illegal practice. This is so because such kind of
behavioural conduct has an adverse effect upon the image and market positioning of entity. Thus,
HR needs to develop appropriate knowledge of such regulations.
Workplace safety: A secure working atmosphere is the basic need for every worker. In
this regard, British Airways ensures a healthy organisational culture free from all sorts of
hazards. Thus, provision of secure working environment is ensured by British airways at all
times.
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TASK 3
3.1 Job description and personal specification
JOB VACANCY
Vacant Position: Cabin Crew London City
Department: British Airways CityFlyer
Description: A job is vacancy is there within London City team which is regarded to be one of
the best airway industries across the globe and is ascertained to be a wholly-owned subsidiary
of British Airways. This organization invites you to be a part of the organisational culture
which is a once in a lifetime chance for prospect candidate to inflate one’s career.
Qualifications Required:
 Graduate from any recognised university
 Fluent in spoken as well as written English
 Possess a valid passport Eager and able to operate in shifts of 24*7
Salary: In accordance with the norms of company
Experience Required: Past customer handling experience and candidates previously worked
in hospitality sector will be given preference.
Interested individuals can apply for this post by sending their resumes on
[e-mail]. Interview will be scheduled post the screening of resume.
Job Specification
Job Details
Post: Cabin Crew
Department: British Airways CityFlyer
Job Purpose
 Ensuring high performance of operational safety and security standards as stipulated by
EASA, British Airways CityFlyer requirements and all other legislations
 Maintenance of safety at all times with the aid of safety equipments
 Delivery of top-class service aligned with high service standards.
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 Ensuring adherence to all types of policies as well as procedures in relation to stipulated
legislations
Roles & Responsibilities:
 Ability to deliver tough messages with utmost self-confidence.
 Hunt for solutions and undertake individual accountability for resolution of issues
 Ability to learn new techniques and apply it.
 Depict high level and detailed knowledge about British Airways and its corporate
strategy
 Willingness and ability to incur long time far from home and execution of stand-by
duties in nearness to airport pedestal.
 To be dressed in uniform of British Airways to adhere to organisational standards with
no kind of body piercings or tattoos. Only such tattoos which could be covered well are
permitted.
 Plaster and bandage ought not to be taken into use.
CV:
Curriculum Vitae
Name:
Address:
e-mail id:
Contact No.:
Objectives:
To search for challenges and offer wide-ranging communication skills along with a confident
personality. Handle passenger’s safety. Enclose capability to carry out job as team and stay on
calm in high stress situations in urgent situation circumstances.
Academic Qualification:
 Masters in Business and Administration
 Post Graduate of any Field
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Experience:
Experience of more than 6 years in Travelling industry in the field of cabin crew in UK or
Australia.
PROFESSIONAL BRIFE:
With the professional experience of Five years, I performed by responsibilities related to
handling of functions within Personnel & HR. It mainly covers, Organisational Development,
Handling Labour Management, Employee Relation Management, Recruitment and Community
Development.
Skills and abilities
4. Formative appreciation towards requirement and need of consumer safety and security
as is the main objective of British Airways CityFlyer.
5. Capability to offer excellent services all the time in a passionate manner.
6. Skill to handle customers with any nature and enjoy serving them at heart.
7. Posses’ effective ability and confidence to face challenging situations with patience and
calm manner.
8. Having understanding to respect every culture and individual from any background.
9. Effective skill of building formative relationship with subordinates and colleagues in
both personal and professional way as to effectively encourage their performance to-
wards offering excellent service to customer.
DECLARATION:
I hereby assert that information specified is correct and up to my awareness and
certificates that are attached is issued by a recognized board/university.
3.2 Difference between recruitment process of British Airways and Transport for London
Recruitment plays key essential role in terms of hiring best effective and potential
workforce in organisation structure as to gain efficiency in end results. Organisation is required
to higher skill and effective candidates who possess passion and knowledge as to perform Job
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responsibilities. In context with British Airways and transport for London both have different set
of role in aviation and Road Transport. Thus, there is a requirement to cabin crew while effective
candidate for transportation purpose. Mentioned below difference between two are defined
below:
Criteria for recruitment: British Airways consists different types of post in context with
cabin crew that include junior staff, flight attendant, junior pilot and more. While, within
transportation for London candidates have less opportunities that lead towards eliminating many
applicants.
Design of the form: Transport for London has simple design with having detailed
requirement. This unit have formal design and lacks in creativity. While in context with British
Airways entity have interactive brochures along with explaining videos that describes company
profile.
Skill required: Both companies have different requirement of skills as in this customers
get services in different manner. Transport for London aim towards mechanical assessment and
writing skills. While in British Airways there is a requirement of verbal communication skills as
to effectively deal with customer from worldwide location.
Providing ID: Each and every organisation have formative structure in order to manage
employees. In transport for London Company offer a reference code and ID cards to their
applications in beginning stage. While in British Airways, only offer lock in access after overall
process of selection is complete and applicant got selected.
Selection assessment: Transport for London got selection in more personalized manner as
in this face to face business interviews are undertaken. While within British Airways more focus
is towards multiple choice, question, and group exercising laying situation. All analysis stressed
on candidate overall evaluation of skills.
As per the above discussion it has been included that British Airways have better form of
selection procedure as in this company focus overall skill development of an individual. Along
with this entity also take care of employees’ safety and offer them proper assistant in terms of
job training.
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TASK 4
4.1 Assessing contribution of training and development in operation of British Airways
Training and development is one of the most prominent requirements in an organisation as
it is effectively increased skills inefficiencies of individuals. It further benefits them in
accomplishment of goals and objectives in define manner.
Types of training
Online training it is one of the most effective and advance level of training that can be
undertaken by organisations in order to train their employees with the help of technology and
digital measures.
Apprentice training this type of training are provided to those employees who operate
their functions under superior guidance. This type of training is mainly conducted for a short
period of time that can be 7 to 10 days this type of training is undertaken by British Airways.
Induction training in an organisation induction sessions are offered to new employees
with the help of this they can effectively understand basic rules and regulations of entity in order
to make themselves familiar with organisation culture in environment.
Difference between training and development:
Training Development
 Training is offered as to increase
particular skill in order to accomplish a
task and is only for short span of time.
 This process is require less time and
have small aspect.
 Development effectively focused
towards overall development and
growth of an individual.
 Development is an ongoing process
along with having broader aspect that
effectively consider overall
organisational growth.
Benefits:
Training and development is a formative process that increase organisation workforce
overall efficiency. In context with British Airways proper training and development effectively
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aid employees to increase their skill and further facilitate efficiency in their performance. This
will benefit organisations to accomplish goals and objectives within perfect time frame. Along
with this mentioned below some of the basic benefits of training and development are:
 Training and development lead towards motivating Employees with the help of which
they offer more qualitative performance that further increase organisation and employees
growth opportunities.
 It also stimulate employees capabilities with the help of which they can able to face
challenges in well effective manner and accomplish the task in a specified period of time
and as per according to company objectives.
 With the help of training and development sessions British Airways can increase their
revenue generation ratio and can further gain more monetary advantages. With the
efficiency in performance of employees organisation can also able to build Goodwill in
Marketplace that lead to work attracting large number of customer basis.
As per the above mentioned discussion it has been evaluated that training and development
hold great benefits for British Airways as with the help of this entity can increase and stimulate
professionalism in their workforce. With the help of training sessions company can also able to
guide their employees towards more growth opportunities that laid organisation towards long
term sustainable growth.
CONCLUSION
As per the above mentioned report it has been concluded, that human resource management
acts as an one the crucial effective than business organisation as it effectively fulfil organisation
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