Human Resource Management Report: British Airways Service Sector

This report analyzes the Human Resource Management (HRM) practices of British Airways, focusing on its service industry operations. The report begins by examining the roles and responsibilities of HRM within British Airways, particularly in the context of new flight routes. It explores HR planning, emphasizing supply and demand analysis to meet the needs of the expanding operations. The report then assesses the current state of employment relations, including the role of trade unions and strategies for employee engagement. It also discusses the impact of employment laws on HRM. Furthermore, the report delves into recruitment and selection processes, including job descriptions and person specifications for cabin crew, and compares these with general recruitment procedures in the transport service sector. Finally, it examines training and development programs within British Airways, highlighting the types of training, the distinction between training and development, the advantages of training, and the contribution of training and development to the organization's effective operation.

HUMAN RESOURCE MANAGEMENT FOR SERVICE
INDUSTRIES

Table of Contents
Introduction:...............................................................................................................................3
Task 1:........................................................................................................................................4
Introduction:...............................................................................................................................4
LO1:...........................................................................................................................................4
1.1: Analyzing HR Management rolein British Airways City Flyer.........................................4
1.2: Justification of HR plan on the basisof supply and demand concerning the British
Airways City Flyer.....................................................................................................................6
Task 2:......................................................................................................................................10
Introduction:.............................................................................................................................10
LO2:.........................................................................................................................................10
2.1: Assessing the current position of employment relations in British Airways City Flyer...10
2.2: Discussion on employment law and how it affects the management of human resources
in British Airways City Flyer...................................................................................................12
Task 3: Written report..............................................................................................................15
LO3:.....................................................................................................................................15
Introduction..........................................................................................................................15
3.1: Discussion of a job description and person specification for Cabin Crew in British
Airways City Flyer...............................................................................................................15
3.2: Comparison of Transport Service recruitment with that of British Airways Cabin Crew
recruitment procedures.........................................................................................................17
Conclusion............................................................................................................................19
TASK 4....................................................................................................................................20
LO4 Understanding training and development in British Airways City Flyer........................20
Types of Training.................................................................................................................20
Distinctions identified between training and development..................................................21
Advantages and effectiveness of training............................................................................22
Significance of Training Programs......................................................................................22
Summary of contribution of training and development to the effective operation of the
organization..........................................................................................................................23
Conclusion................................................................................................................................24
Reference..................................................................................................................................25

Introduction:
Human resource is an important aspect of any business operation in the world. The job of
human resource management is to recruit new employees, clarifying the job roles of the new
recruits and providing incentives and benefits in the workplace. In this assignment, the focus
is on the service industry of the UK named British Airways. British Airways have recently
launched some new flights from Heathrow to Madeira. Thus, in the assignment, the role and
purpose of human resource management are described based on the service sector
organization. Human resource plan based on supply and demand is also presented. In the
second part, the current state of employment relation off British Airways is discussed with
the discussion of employment laws that influence HRM in the service industry. The third part
is about the recruitment and selection process of HRM while fourth part deals with the
training and development program in service sector industries.

Task 1:
Introduction:
In this section of the assignment, the main focus is to discuss the roles and responsibilities of
human resource management of British Airways. There will be a total of eight fights from
Madeira to Heathrow and Heathrow to Madeira per week. Flight duration of each flight will
be approximately four hours. Thus, along with the roles and responsibilities HRM of British
Airways must understand the importance of demand and supply analysis for British Airways
as a part of the HRM plan.
LO1:
1.1: Analyzing HR Management rolein British Airways City Flyer
Human resource management in an organization is established to look after the benefits,
recruitment, training and development of the employees in the organization. Another job of
HRM is to manage and handle the workers in such a way that the workers are able to meet
the objectives of the organization in a given time. HR department deploys some effective
strategies based on the context and environment of the particular organization to get the best
out of every employee in the workplace. HRM also deals with maintaining policies and
structure of the company. The roles of purposes of HRM are given below with the context of
British Airways.
Purpose of HRM:
British Airways have a certain purpose behind their effective HR department. From the
managerial aspect of the organization, the human resource department of the organization is
to develop a positive employment relationship with the existing staffs in the organization and
also set up the commitment and improve the performance of every employee in the
organization (Bratton and Gold, 2017). By doing this, British Airways hopes that the
company will gain more market share and competitive advantage in the marketplace. The

purpose of the department is also to bring quality service to the customers so that in future
more customers may choose to travel via their flights. Apart from these things, the purpose of
the HR department of British Airways is to recruit, train and develop the new employees in
order to make them highly qualified to mitigate any query or issue of customers. Another
important purpose of the organization is to engage every employee in the workplace. For that,
the organization has performance management and incentive management in HRM (Bratton
and Gold, 2017).
Roles of HRM:
British Airways have recently gained an agreement about launching multiple flights between
Madeira and Heathrow airport of London. For effective implementation of new flight
services, the employees of British Airways should be extremely capable of handling every
need of the new customers of these flights (Collings et al., 2018). Thus, roles clarification of
HR department becomes necessary. The staffs that are necessary for handling the proper
function of new flights requires contributions of the pilot, cabin attendants, ground staffs,
dispatcher, mechanic etc. the role of HRM of British Airways is to monitor the performance
of each department constantly and to check whether employees satisfy the needs of the
customers. HRM must devise excellent customer service plans. HR is also responsible for
making the shifts and working hours of the staffs flexible. HR department should also have
to motivate every staff in order to make them utilize their full potential in providing service to
the customers. HR department must also make the employees be part of decision-making
processes (Collings et al., 2018). These tactics will not only make the employees more
independent but also make them more engaged and dedicated to the organization. Thus,
properly practicing these roles, the HRM of British Airways can handle the performance and
functions of the staffs in servicing of new flights.

1.2: Justification of HR plan on the basisof supply and demand concerning the British
Airways City Flyer
An effective human resource planning will create a positive impact on the HR department of
British Airways as it plans to launch new flights between Heathrow and Madeira. Human
resource planning is an important tool for service sector industry because it deals with the
future and present requirements of HR department in the organization. HR department of
British Airways must devise a proper plan of resources in order to implement the fight
services between Madeira and London every week. The department must not only focus on
the planning procedure but also have to keep a watchful eye on the quality of service. Hence,
the demand and supply analysis of British Airways are given below.
Demand Analysis:
There are both external and internal factors when it comes to analyzing the demand of the
service sector. External factors include laws and regulations of government regarding the
flight services, environment condition and economic structure. Internal factors encompass
characteristics like budget condition and producing new services to the flight attendants. Here
is few important analysis of demand in functions of British Airways.
 Management estimation: the employees who are interested in working in the new
flight services are to be approximately 65. The number includes the service manager,
line manager, sales manager and line manager of the company.
 Sales estimation: according to the forecasts and prediction of the experts, the sales
growth at the end of this financial year is estimated to be 8.5%.
 Vacancy analysis: 3 new pilots, 5 new cabin attendants and 6 new ground staffs are
required for the operations of new flights in British Airways.

 Simulations: as per the forecasts and predictions of the researchers, the demand for
the flights have increased two-fold as the number of target customers for the flight
has increased in the latest survey. But the number of customers may vary taking
account of the internal and external factors.
Supply Analysis Comparison of Supply-
Demand
Position Average
Turnover
Percentag
e
(Last four
years)
Number
of current
employee
s
Estimated
Turnover
by 2019
Remaining
Employees
by 2019
Estimated
Labor
demand in
2019
Estimated
new recruits
in 2019
General manager 32 8 2 6 10 4
Resident Manager 37 7 3 4 8 4
Controller 48 14 6 8 15 7
Food & Beverage
Director
38 12 3 9 14 5
Assistant Controller 40 13 4 9 13 4
Chief engineer 44 22 7 15 23 8
Sales Director 48 24 10 14 25 11
Sales manager 40 44 12 32 50 18
Catering director 35 13 3 10 15 5
Pilot 30 6 2 4 7 3

Cabin Attendants 39 17 6 13 18 5
Cargo staffs 35 25 8 17 27 10
Personnel director 38 14 2 12 16 4
Ground staff 37 25 3 22 28 6
Table 1: Demand analysis
Source: Created by author
Supply Analysis:
Here are some of the important analyses of supply in operations of British Airways.
 Skill inventories: numerous staffs are required in the next year for the launch of the
new flights. It includes plots, cargo staffs, ground staffs, controllers, assistant
controllers etc.
 Analysis of labor markets: this analysis depends on the level of comfort and safety
provided to the passengers in the first flight journey (Santana et al. 2018).
 Personnel ratios: from the above chart, it can be observed that the number of ground
staff that is required is in the ratio of 1:2. It means that for two ground staff one line
manager is necessary.
Conclusion:
Thus, it is observed from the first task that the HRM plays a vital role to manage the
employees in the service sector organization in times of new initiatives. For new service to

the customers, the HR department of the organization also discussed key demand and supply
condition that may influence and play a good part in the times of new flights.

Task 2:
Introduction:
In the second part of the assignment, the job is to find out the employee relationship
management of the HR department of the chosen company British Airways. Employee
relation is described as a strategy of the HRM to engage with the employees in such a way
that the staffs felt motivated and charged to finish their work in due time. Apart from that,
several laws and legislation of the UK government are discussed in this part. These laws may
influence and affect the operations of new flights between Madeira and London. The laws
include employment laws.
LO2:
2.1: Assessing the current position of employment relations in British Airways City
Flyer
Advantages of employee relations:
Employee relations can help the HR department immensely as this practice can help them
understand the rights and functions of the staffs by properly communicating and getting
involved in their activities. Both individual and collective relationships can be strengthened
through effective employee relations. The individual relationship can be strengthened by
maintaining contract laws and reviewing employment rights with respect to the terms and
conditions. Collective relationship with the employees can be maintained through
consultations, arbitration and bargaining (Eaton, 2017).
Role of Trade union:
 The job role of a trade union is to look after the condition of the employees by
constantly engaging with both employees and employers about their salary and mental
conditions. The trade union members frequently negotiate with the employers of the
organization to benefit the staffs in the organization. All the individual employees in

the organization are valued, and trade union always looks forward to improving their
working condition in the organization. There are multiple trade unions in British
Airways. These are general union, occupational union, industrial union etc. the key
job roles of the unions are employee empowerment, bargaining and negotiations
(Gittel et al., 2015).
State of employee relations in British Airways:
 It is good to know that the management of British Airways always looks forward to
create employee relation at both the individual and collective level. According to the
words of general manager of British Airways, the major issues that the organization is
facing the handling the teams. Communication level must also be increased along
with the conflict mitigation in the service sector to operate flight services effectively.
The managers must become friendly to the employees in the organization in order to
make the employees express their thoughts, queries and issues (Gittel et al., 2015).
The HR team must constantly train and develop the skills of the employees in order to
mitigate the issues regarding job performance and production. Communication
between management and subordinates should be sharp in order to provide quality
service to customers. Thus, British Airways must conduct effective communication to
enhance employee relations and develop adequate training facilities along with
conflict resolving practices in the organization.
These are the functions that British Airways must follow to develop good employment
relations with the staffs:
 To build a good relationship with the employees, the first thing that the HR manager
must do is to treat them with proper respect. The employees will feel value ad it will
boost the morale of the employees of British Airways (Gittel et al., 2015).

 The job role and pressure of service sector industry is pretty high. Thus, it is the
responsibility of the HR department to properly train them to satisfy every need and
requirements of the customers.
 The management must constantly engage or communicate with the staffs. Any
structure change or policy changes should be mentioned and discussed to the
employees for their role clarifications.
 The management must always collect proper feedbacks of the employees in order to
understand their issues and provide solutions to improve the conditions.
2.2: Discussion on employment law and how it affects the management of human
resources in British Airways City Flyer
There are numerous employment laws that are in effect in the service sector industries in the
United Kingdom. These laws include Employment Rights Act 1996, 1999, 2002, 2008;
Working Time regulations 1998, Health and Safety and welfare regulations 1992, Equality
Act 2010, Data Protection Act 2018, National Minimum wage regulation 1999, Health and
Safety at work act 1974, Work and Families act 2006, Employee Relations act 2004 etc
(Karpuz et al. 2017)
These laws and legislation are important documents that can regulate and influence the
operations of employee management in British Airways. here is the detailed discussion about
some of the mentioned acts in part.
Equality Act, 2010: the employers of an organization may discriminate its workers based on
their color, origin, sex, religion or age. This act works as a barrier to protect every individual
from such discriminations. This is a vital activity for employees of any service sector industry
like British Airways. The act states that individuals of any color, race, religion, sex, marriage,
maternity issue, pregnancy issues and sexual orientations must be respected in the workplace
(Karpuz et al., 2017).