Report: Human Resource Management in the Hospitality Industry

This report analyzes Human Resource Management (HRM) within the hospitality sector, specifically using IHG Group as a case study. It delves into the role and purpose of HRM, current employment statuses, job specifications and descriptions, and the impact of training and development on service b...Read More

Human Resource

Table of Contents
INTRODUCTION...........................................................................................................................2
TASK 1............................................................................................................................................3
TASK 2............................................................................................................................................3
TASK 3 ..........................................................................................................................................3
3.1 Job description and person specifications ............................................................................3
3.2 Compare the selection process of different service industries business...............................4
TASK 4 ...........................................................................................................................................6
4.1 Contribution of training and development activities to effective operation..............................6
CONCLUSION ...............................................................................................................................8
REFERENCES................................................................................................................................9
.......................................................................................................................................................10

INTRODUCTION
Human resource helps to an organisation to manage the people so that work can be done
in smooth and good manner. It helps to hire talented persons in corporation. In this report,
chosen industry is related to hospitality. IHG Groups is a hotel in UK. The main aim of this
report is to understand effectively human resource management and recruitment & selection
process which helps the industry to provides quality services. It discuss about following things
such as: role and purpose of HRM, current status of employment, job specifications &
description and contribution of training and development in service business. Apart from it,
report analyse the issues which can be seen in whole human resource management process.
TASK 1
Covered in ppt
TASK 2
Covered in ppt
TASK 3
3.1 Job description and person specifications
Jon description is a written statement and it is based on the findings of job analysis. It
describes scope, duties, responsibility and working condition. Designation and jot title is also
described and it is usually based on job specification. Person specification involves skills and
abilities which are needed for a particular job and designation.
Job description and personal specification are as described below:
 Organisation name- IHG Group
 Department name – Consumers service department
 Title of job – Consumer service executive (Marler, 2012).
Job summary
In IHG Groups, Consumer care executive assist customers in booking of hotel, check out
and check in, pricing. It can provides other facilities as per the requirements of persons. They can
guide and instruct them also.
Responsibilities:
 They have to attend calls of customers.

 Welcome the consumers in their hotel.
 Inform about facilities and services of their hotel.
 Protect the interest of people in their industry (Buller and McEvoy, 2012).
Reporting relation:
Customer service executive can be hired as assistance position of manager. It report to
consumer service manager of IHG Group.
Personal profile:
 Age group between 20 to 32 years.
 Minimum 1 year of experience.
 Have specialisation in hotel management course from a recognised university.
 Mentally stable and problem solving skills (Briscoe and Schuler, 2012).
Content factors:
 Excellent communication skills and able to handle the people in hotel.
 Able to convince and satisfy the needs and demands of consumers.
 Good and pleasing personality. For example, if IHG wants to hire a candidate than it
should have good communication skills so that it can easily communicate the required
information to the consumer. As a result person can satisfy the demands of customer.
Process for development of job description
Human resource manager design the description of job. It consist of policies and
regulations which are needed to be follow by customer care executive. Roles and duties are also
describes and according to it they have to work. Techniques and tools are essential for job
summary (Brewster and Sparrow,2016). Specification is the required skills which are needed to
satisfy or necessary characteristics that a person requires and which a seller must deliver. For
example, a customers care executive should essential to have good communication and problem
solving skills so that it can give the answers of queries which are asked by consumers and satisfy
them.
3.2 Compare the selection process of different service industries business
All organisations have different selection process as per the work and nature of the
business. Those candidates who can perform as per the need of company they can get hired by it.

For it job description provides help to an industry so that it can recruit employees as per
requirements of it. Comparison of selection process of different service industries are as follows:
Basis of comparison IHG Group City Breaks
Inviting application It can invite applications from
online mode and also by
reference of a person.
It can invites applications form
online modes and reference of
a person.
Receiving application It can receiving application
from those candidates who
want to in hotel.
It can receiving application
from those candidates who
want to engaged with aviation
industry.
Scrutiny of application It can select those applications
who can match with the
criteria of its business.
It can selects those applicants
who can suit with aviation
industry.
Written test It can taken on the basis of
hotel industry knowledge.
It can taken on the basis of
aviation industry knowledge.
Psychological test Check the mental ability Physical test and personality
test.
Employment interview It can based on the
communication skill and
presentation skills.
It can be based on written test
and oral test.
Checking references In this processes references
can be check from those
persons who are known by
IHG Groups.
It can check reference from
those persons who have
reputed image in the market.
Medical test It is not compulsory for the
hotel.
It is mandatory for City Breaks
Final selection Those persons who have clear
all round can be eligible for
It is lengthy precess and it can
varies as per the nature of job.

the final selection (Brewster,
2017).
To select right persons is necessary for the industry so that candidates can perform as per
the need of an organisation. It helps the organisation to maximise the efficiency and increase
productivity. As a result work can be done on time and both companies can achieve their goal
and objectives. Selection procedure can varies company to company and its business type. IHG
and City Breaks have different procedure of hire the employees. It can help to an organisation to
get qualified staffs who can perform effectively. Through it right candidate can be hired who can
accomplish their task in specified manner. As a result corporation can satisfy their consumers
and achieve sustainable success. It can help in growth and success of industry. So it is important
for company to use this precess perfectly (Allen and Collins, 2013).
TASK 4
4.1 Contribution of training and development activities to effective operation
Training and development are the major function of human resource management. These
are functions which are performed by HR of company. These programs are helpful in the
development of organisation as well as the employees. The exercise like training and
development are helpful in execution of aspects like personal development, health and safety and
increasing productivity of organisation.
Training:
Training is a continuous learning process which helps the employees to learn and gain
new skills, knowledge and improve attitude of employees. The main objective of training is to
determine the need of training and then fill the gap by providing proper training to employees.
This is basically for a short time period as it is related with the specific job. The training start
from the need assessment which is followed by the setting objectives, designing, implementation
and evaluation.
Development:
Development refers to the overall development of employees. This is related with the
improving existing skills of employees. This is a career oriented process and it helps in the career
of personal. The employees can use these skills through out its career and make use of these

skills properly. The development is helpful in improving existing skills of employees. It is done
for existing employees only.
Contribution of training and development in organisational activities:
The training and development is very helpful for organisation as it is being discussed
below:
Personal Productivity:
In order to improve and enhance the productivity of employees the training and
development is provided to employees. As productivity of employees is very important for the
IHG as an improved productivity assist employees to perform better and get goals achieved on
time. The training and development is very helpful in improving productivity of personal so that
they can perform their job effectively and goals can be achieved.
Competitive Advantage:
There is huge competition in the industry and it effect on profitability of company. As to
take competitive advantage IHG provides the training and development to their employees.
Training and development helps the employees to learn new skills and enhance their existing
skills. So with the improved skills, employees will perform better and their goals will be
achieved on time. It will help overall organisation to take competitive advantage. (Yawson,
2013).
Health and safety:
The training and development also assist employees about health and safety regulations
in the organisation. This helps employees to adopt health and safety regulation while working in
IHG so they can work safely and their health can be prevented from unpredicted harms.
Difference between Training and Development
Basis Training Development
Meaning This is a learning process in
which employees gets an
opportunity to develop skills
and capacity which is related
to specific job requirement
It is an educational process and
concerned with the overall
growth of employees (Purce,
2014).
Period This is related with the short This is related with long term

time period. period.
Focus on Training focus on the present
need of organisation.
It is focus on the future need of
employees.
Objective Its main objective is to make
employees learn new things an
skills.
This is mainly focus on
preparing employees of IHG
for forthcoming challenges.
Aim Its main aim is it is related
with the specific job
This main aim is provide
conceptual and general
knowledge.
Training and development activities are such as follows:
 Manager should provide technology solutions so that it can minimize administration time.
 Training should be given so that employees can deliver real time feedback.
 Leader and manager have skill full and knowledgable so that it can workers to enhanced
their skills
 Department wise training should be provided.
 Proper induction can be given to staffs so that they can know the culture and working
environment so that they can understand how they have to perform their duties. These all
activities contribute to the operations of business because work can be done by
employees in perfect manner. As a result productivity and efficiency can improve so that
organisation can achieve its objectives.
CONCLUSION
As from the above report, it has been concluded that human resource management is the
need of companies so that it can recruit more suitable candidates. Purpose of HRM is to manage
the employees in effective manner so that work can be done as per the need of company.
Through job description and selection process IHG Groups can hire skilful and knowledgeable
persons so that efficiency and productivity can be enhanced. Training and development can help
to groom the capabilities of staffs so that they an work smoothly.

REFERENCES
Books and Journals
Allen, M. R., Ericksen, J. and Collins, C. J., 2013. Human resource management, employee
exchange relationships, and performance in small businesses. Human Resource
Management. 52(2). pp.153-173.
Brewster, C., 2017. Human resource practices in multinational companies. The Blackwell
Handbook of Cross‐Cultural Management, pp.126-141.
Brewster, C., Chung, C. and Sparrow, P., 2016. Globalizing human resource management.
Routledge.
Briscoe, D., Tarique, I. and Schuler, R., 2012. International human resource management:
Policies and practices for multinational enterprises. Routledge.
Budhwar, P. S. and Debrah, Y. A. Eds., 2013. Human resource management in developing
countries. Routledge.
Buller, P. F. and McEvoy, G.M., 2012. Strategy, human resource management and performance:
Sharpening line of sight. Human resource management review. 22(1). pp.43-56.
Hollenbeck, J. R. and Jamieson, B. B., 2015. Human capital, social capital, and social network
analysis: Implications for strategic human resource management. Academy of
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Jabbour, C. J. C. and de Sousa Jabbour, A.B.L., 2016. Green human resource management and
green supply chain management: Linking two emerging agendas. Journal of Cleaner
Production. 112. pp.1824-1833.
Marler, J. H., 2012. Strategic human resource management in context: a historical and global
perspective. Academy of Management Perspectives. 26(2). pp.6-11.
Pereira, C. M. and Gomes, J. F., 2012. The strength of human resource practices and
transformational leadership: impact on organisational performance. The International
Journal of Human Resource Management. 23(20).pp.4301-4318.
Popaitoon, S. and Siengthai, S., 2014. The moderating effect of human resource management
practices on the relationship between knowledge absorptive capacity and project
performance in project-oriented companies. International Journal of Project
Management. 32(6). pp.908-920.
Purce, J., 2014. The impact of corporate strategy on human resource management..New
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Yawson, R.M., 2013. Systems theory and thinking as a foundational theory in human resource
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pp.53-85.
Online
Human resource management. 2018. [Online]. Available Through:
<https://www.humanresourcesedu.org/what-is-human-resources/>