HRM Report: Analysis of British Airways Human Resource Management

This report provides a detailed analysis of Human Resource Management (HRM) practices within British Airways, a major player in the service industry. The report is structured around four key tasks, starting with an overview of the role and purpose of HRM within the airline, including training and development, conflict resolution, and reward systems. Task 1 also covers the creation of a human resource plan, analyzing supply and demand to determine recruitment strategies. Task 2 delves into employee relations in the airline industry, exploring factors like unionization, employee participation, and grievance procedures, as well as the impact of employment law on HRM. The report then examines the recruitment and selection processes of British Airways in comparison to Transport for London, including job descriptions and personal specifications. Finally, the report assesses the contribution of training and development to the operational success of British Airways. The report concludes with a summary of findings and recommendations for improving HRM strategies. This report provides valuable insights into the practical application of HRM principles within a service-oriented business.

Human Resource
Management for Service
Industries

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
1.1Role and Purpose of Human Resource Management in British Airways..............................1
1.2 Creation of human resource plan by analysing supply and demand.....................................3
TASK 2............................................................................................................................................4
2.1 Employee's relations in the present day in the airline industry............................................4
2.2 How employment law affects the management of Human resources within British
Airways .................................................................................................................................5
TASK 3............................................................................................................................................7
3.1 Job description and personal specification ...........................................................................7
3.2 Difference between recruitment process of British Airways and Transport for London......9
TASK 4..........................................................................................................................................11
4.1 Assessing contribution of training and development in operation of British Airways.......11
CONCLUSION..............................................................................................................................12
REFERENCES..............................................................................................................................14
.......................................................................................................................................................14
.......................................................................................................................................................15

INTRODUCTION
Human resource management is used to describe as process of selecting, providing
training, selecting and providing orientation to employees. It is responsibility of HR to work
systematic in order to gain success. This can helps to achieve organisational targets and
maximise performance level of employees. In this report the choose company here is British
Airways which is one of the largest airline in United Kingdom. In this context, analysation is
done on understanding of human resource management and how employee relations and
employment law effect on service industry business (Alfes and et. al., 2013). In this project
examination of recruitment and selection process, understanding of training and development in
service industries business is done. It is important for every HR to pursue their best in order to
gain profit and fulfil organisational goals. This will benefit both employee and company to
increase productivity and performance level.
TASK 1
1.1Role and Purpose of Human Resource Management in British Airways
Human resource management is an systematic approach through which a company can
gain business advantages. HRM is mainly concerned with hiring and maintaining of human
workforce within business organisation. It is focus on providing training to employees and
recruiting them. British airways recently signed an agreement for flights to Madeira from
Heathrow. In order to maintain its flights procedures on time. Human resource manager of
British airways need must focus on basic roles and functions of HR that are mentioned below.
Role of Human Resource Manager:
Training and Development: To be a successful HR manager or an organisation
providing training to their employees is a primary function. Employee is a valuable asset for any
company to grow. British HR manager need to provide proper training an development
programme to employees to increase company productivity (Budhwar and Debrah, 2013).
Resolving Conflicts: To maintain smooth communication process of work in company
HR manager of British airlines should focus on resolving conflicts between employees. HR acts
as an mediator in between top management and employees. It helps them to take quick decisions
to solve conflicts and create highly productive environment.
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Reward and Incentives: Rewarding employees for their work done impacts on the motivation
level on them. It builds an healthy competitive environment between employees and helps
organisation to achieve targets and pre set goals. British airways HR manager can provides
incentives like holiday packages, bonuses, promotions and pay incentives.
Addressing Issues: Human resource manager of British airlines require a strategic plan
to address changing behaviour of both the roles and responsibilities to their employees. It help
company to maintain flexible working conditions in its workplaces.
Purpose of Human Resource Manager:
To be a successful Human resource manger British airways HR need to follow proper strategic
plan. This creates a bridge between management and company workforce. Therefore
Productivity of an organisation is directly lay upon the quality of their employees.
Hard Approach: In this approach staff management of an organisation is treated as as
simple as resource for example like machinery and building which need to control in order to
gain high profits. It is mainly task focus approach (Chelladurai and Kerwin, 2017). In this
approach management plans are made and set which helps in measuring performance. British
airways HR need to identify business workforce, recruiting process and managing functions
which includes Hiring, moving and firing. Main key factors which have to be taken care by HR
are appraisal system which mainly focus on marketing judgement, maintaining suitable
leadership style. By implementing this culture in their organisation British airlines can able to
attain their desired set of pre set goals and objectives . That will not only help them to generate
large amount of profit and productivity but also increase employees motivational level which
will automatically enhance smooth working condition in workplace.
Soft approach: This approach is defined as people- friendly which is based on emotions.
It can be use to solve general problem as well as change in management. British airlines HR can
effectively use this approach to get best out of its employees in order to attain organisational
goals. It mainly involve treating employees as their most important asset. This organisation HR
need to put extra concentration on needs of their employees which includes rewards and roles.
Managers of British airways use both approaches in different situations as per according
to their need, for example they use hard approach when the hike period is tensed and they need
to put extra force to tackle any situations. On the other hand, they use soft approach when they
need to increase their productivity and employee motivation level to enhance their performance.
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1.2 Creation of human resource plan by analysing supply and demand
British Airways has agreed on starting 4 new flights, for peak season and 3 flights during
rest of the year. They will have to appoint around 20-25 new flight attendants and 5 airline
administration support managers so that there is maintenance of balance between demand and
supply. The HR plan for the British Airways is explained as under:
Sources of Recruitment
Major sources of recruitment are internal and external. For hiring new flight attendants,
British Airways chooses the later option . Methods like campus placement, walk in job fairs can
be used. This will bring in new talent in the organisation at low cost involved (Huselid and
Becker, 2011). For employing admin support, management consultancy is contacted for hiring
experienced staff.
Selection procedure
Process of selecting candidates has 3 steps. It begins with analysing C.V of the applicant
and call them for further procedures. After this, HR manager will take a written test followed by
group discussion. The last stage happens to be the face to face interview where employer checks
skills of the potential employees.
Determine compensation
After the applicant gets selected, most crucial part is deciding salary and incentives to be
paid to applicants. If remuneration policy suits them, then the company provides them their
joining date and offer letter.
Provide training
0rientation and training is provided to newly joined staff so that can become aware about
their roles and responsibilities. Also, they get practice of their work and hence do not face any
difficulties while providing services to the customers.
Appraise performance:
The senior employees keep monitoring and timely checking work of new members to
see if they are fulfilling their roles and responsibilities efficiently. If they perform well then
rewards and recognition is given to them on a timely basis. Few roles and responsibilities of
flight attendants and admin support staff are:
Flight Attendants
 Assure passengers about their safety and comfort like providing them with blankets .
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 Keep a record about the money earned by selling food stuffs, beverages or used headsets. Assuring safety and security of passengers by providing them all the necessary directions
timely like oxygen masks, seatbelts, landing etc.
Airline support staff:
 Answer queries of the customers.
 Resolve issues prevailing between the workers.
 Provide training to the employees.
Performance appraisal helps British Airways in managing the demand and supply in on and off
season and hiring new talent whenever required.
TASK 2
2.1 Employee's relations in the present day in the airline industry
Like every other industry, airline industry also faced many issues related to employers
ignoring the demand of workers. So to keep a check on the industry, regulation authorities and
government made some rules for creating and maintaining a balance between distribution of
power and authority. Inter-relation between employees and employers is also considered to be a
crucial part as without the workers no industry or organisation can flourish. Also, trade unions
are loosing power in the absence of rules and regulations. Following factors are affecting
employee's relations in airline industry:
Unionisation- Union is a term given to a group of people who work for the rights of the
workers and labourers. These units act as mediators who communicate the message of workers to
the management and vice a versa. Unions are only present in industries where blue collar jobs
are present. In British Airways, unions are helping in conveying and communicating demands of
workers or labourers to top level management (López-Nicolás and Meroño-Cerdán, 2011).
Nowadays, a new culture has started flourishing in airline industry where views and opinions of
workers at middle and lower level are taken into consideration while taking any decisions. The
concept of collective bargaining is becoming very popular in today's business trend. It helps an
organisation in solving major problems like salary, working culture, environment etc.
Employee participation- Employee participation is a tool or technique by which
personnels can be motivated. There was a time when workers were not a part of the decision
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making committee. Now the time has completely changed and employee participation is given
great amount of importance. No direct orders are given from the highest authorities, instead staff
members of various departments are given permission to offer their thoughts to top level
management for improvement. They are getting involved in different departments and processes
based upon their skills. When the employees become a part of a decision then conflict
management becomes easier (Marchington and et. al., 2016). Many firms of the aviation sector
employ dispute management technique for the assurance of a healthy relationship between
employee and employer. Deciding shift timings of staff members is always crucial issue for
companies. Aviation sector runs their business 24 hours and 7 days. Workers do not prefer
working in odd shifts especially girls like 3 am to 11 am and it ultimately creates huge amount of
disputes among the managers and their subordinates. This problem has been resolved by giving
additional funds for working at such odd hours.
Grievance procedures- It is a method used for resolving conflicts and and disputes
relating to employees, suppliers, competitors etc. In the aviation sector, there are many rules and
regulations which has to be followed by each and every individual. If in any case, the
stakeholders of an organisation face injustice then they have a right to register a formal
complaint against the company. Although, there is no necessity that grievance procedure is
always formal. It can be treated as a part of collective bargaining. Employer may many times
face issues with employees and disciplinary procedure in such cases help them to deal with
misconduct of workers. These processes play a significant role in the British Airways and help
them in maintaining healthy relationship between the employer and the staff members.
These factors help to determine how to create a balance in employee relations in present state in
the British Airways and what measures they can use to improve the conditions of their workforce
(Messersmith and et. al., 2011).
2.2 How employment law affects the management of Human resources within British Airways
Employment laws clears the business obligations to employees. It protects and improves
rights of workers. British airways HR manager must have knowledge of these laws to perform in
hassle free working environment. These laws help company to keep its employee safe and
healthy. This will make them more satisfied and they lean to be extra productive. Some of
employment laws which have to taken care by HR are mentioned below:
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Job Discrimination: This law prohibits any kind of discrimination in pay, hiring, firing
of any individual. British Airways HR manager need to know they can't discriminate any
employee on the basis of their religion, race, national origin and sex (Welch and et. al., 2011).
They must take care of that all employees are treated equally without any discrimination in
regard to their gender, religion and race. This builds an positive feeling in employees they think
themselves as an valuable asset of organisation and perform well which helps in generating
more productivity.
Disability discrimination: This law prohibits any kind of job discrimination on basis of
people with any disabilities. British airways HR manager take care they could not reject any
application of those people who have any kind of disability. This is illegal to discriminate or
make any kind of offensive remark on an individual about their physical or mental illness. This
will create an adverse impact on company image and can build negative working environment.
Therefore HR need to develop wide range of knowledge in relation to government laws and
regulations.
Gender- pay differences:British HR managers need to pay more attention on this law
because according to that an employer can not pay female worker lesser than male employees if
work is equally distributed between them. In this law if jobs, responsibilities, efforts and skills of
males and females are equal than discrimination can not be happen in any case.
Workplace safety: A safe and secure working environment is basic need which every
worker want. It is responsibility of British Airways HR manager to create healthy and safe work
environment to run business which is free from any hazards (Renwick, Redman and Maguire,
2013). To provide safe working environment for employees is main task for any organisation.
Pregnancy and maternity discrimination: It is an unfavourable treatment in
workplaces. It is illegal to treat a women unfairly just because of pregnancy. British airways HR
need to consider this law important because females are also working in their organisation. By
adaptive some measures will help pregnant employees or new mother to work in healthy and safe
environment. This will create smooth healthy work place in company and can helps to generate
more productivity.
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TASK 3
3.1 Job description and personal specification
JOB VACANCY
Vacant Position:Cabin Crew London City
Department: BA CityFlyer
Description: There is job vacancy in London City team it is one of best airways industries in
world. Which is wholly owned subsidiary of British Airways. This institutes invites you to be
valuable part of their organisation which is a golden opportunity for all candidates to grow
their career in flying colours.
Qualification Required:
 Graduate from one of recognized university
 Fluent in both written and spoken English
 Hold a valid passport
 Willing and able to work shifts covering 24 hours a day, 7 days a week, 365 a year for
your entire career
Salary: as per your norms
Experience Required: Previous customer service experience, candidates within hospitality
and travel industry will be given more preference.
All eligible candidates can apply for this post by sending their resume on mail id.
Www.londoncity.com. Interview will be schedule after looking resumes.
Job Specification
Job Details
Post: Cabin Crew
Department: BA CityFlyer
Job Purpose
 To ensure operation safety, security and health and safety responsibilities are performed
to highest standards and are compliment with EASA, British Airways CityFlyer
requirement and all other relevant legislation
 Maintain safety compliance at all times with safety& Equipment Procedures
 Deliver world-class service excellence in line with our service standards and behaviors.
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 To ensure compliance with all corporate policies and procedures in accordance with
relevant legislation
Roles & Responsibilities
Effective communicator with high personal and professional standards
 Can able to deliver difficult messages with confidence.
 Understand the need to follow rules however able to be flexible.
 Seek solutions and take personal responsibility for resolving problems.
 Able to learn new information easily and quickly apply it.
 Demonstrate pride and knowledge of British Airways brand and understanding of business
strategy
 Willing and able to spend periods of time away from home and conduct stand-by duties in
proximity of airport base.
 To wear the British Airways uniform to required standard with no visible tattoos or body
piercings. Tattoos or body piercings must never be visible on body through uniform clothing
and MUST be covered. Only tattoos that can be reasonable covered up are permitted.
 Plasters and bandages must not be used.
 Good effective communicator and are able to deliver difficult messages with confidence
CV:
Curriculum Vitae
Name:
Address:
e-mail id:
Contact No.:
Objectives:
To seek challenges and provide extensive communication skills and confident personality.
Manage safety of passengers. Have ability to perform work as team and remain calm under high
pressure in emergency conditions.
Academic Qualification:
 Masters in Business and Administration
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 Graduate in Commerce
 PhD
Experience:
Ten years of experience in Travelling industry as an cabin crew member in UK and Australia.
PROFESSIONAL BRIFE:
In a Professional Carrier Spanning in Four years, I have opportunity to handle wide
spectrum of activities related to Personnel & HR function of few prestigious and renowned
organization. This covers the field of Handling Labour Management, Organizational
Development, Recruitment, Employee Relation Management, Community Development,
Handling Security, Cross Culture Management, Labour Act and Health and Safety Act.
Skills and abilities
4. Appreciate why safety and security of customers is so important for British Airways
CityFlyer.
5. Passionate about delivering service excellence every time.
6. Genuinely enjoy customers interactions and place the customer at heart.
7. Able to confidently deal with challenging and difficult circumstances and remain
resilient throughout.
8. Show respect and understanding for different cultures and backgrounds and treat
everyone as individuals.
9. Able to build relationships with all colleagues in professional way in order to deliever
excellent customer service.
DECLARATION:
I hereby declare that all the information given above is correct and up to my
knowledge and certificates issued by recognized board/university.
3.2 Difference between recruitment process of British Airways and Transport for London
Recruitment is a very major and crucial process because most of hiring takes place at this
step. It is very important to have people or candidates who are skilled enough and possess the
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