Sheraton Hotel: HRM Issues, Job Descriptions, and Performance Analysis

This report delves into the contemporary issues and emerging trends in human resource management within the hospitality industry, using Sheraton Hotel as a case study. It explores challenges such as technological advancements, employee retention, customer demands, and maintaining a balanced work environment. The report analyzes the creation and design of job descriptions and person specifications for management positions, outlining roles, responsibilities, qualifications, and skills. It also examines the importance and process of performance management in the context of the hospitality sector, highlighting its role in minimizing staff turnover and identifying training needs. Furthermore, the report analyzes the human resource policies and practices of the selected organization, specifically focusing on recruitment, selection, and safeguarding practices. The report concludes by summarizing key findings and their implications for effective HRM in the dynamic hospitality industry.

Issues in Human
Resource
Management

Table of Contents
INTRODUCTION ..........................................................................................................................3
MAIN BODY ..................................................................................................................................4
Determine contemporary issue and emerging trends associated with Human resource
management in context to hospitality industry.......................................................................4
Create and design job description and person specification in hotel industry for management
position...................................................................................................................................6
Explain the process of performance management in context to hospitality industry.............9
Analyse the human resource policies and practices of organisation ...................................11
CONCLUSION .............................................................................................................................14
REFRENCES ................................................................................................................................15

INTRODUCTION
Human resource management is defined as process where HR department of organisation
manage all the activities and people in organisation to accomplish business objectives effectively
and efficiently. As they recruit those people who have proper skills and abilities and build a
strong business culture that help them to motivate all staff members which help them to work in
systematic manner. Sheraton Hotel is taken as base company in this report. Sheraton Hotels and
Restaurants is an international chin of hotel which is owned by Marriott international and
currently they are operating 446 hotels with approximately 1,55,617 rooms. They have their
hotels and restaurant in 463 location and 1,45,000 employees are presently working in hotel in
different location. In this report, it include four articles on issue of contemporary and the
challenging or emerging trend in hospitality industry also include job description and person
specification for management position which include about their qualification, experience,
management position and skills. There is importance of performance management in hotel
industry where they monitor the performance of staff members in organisation. There is a
process of performance management in context to the hospitality industry which help them to
minimise staff turnover, identification of training and development needs and increase
promotions of employees in business. There are two Human resource policies and practices
which are used by HR department of the selected organisation which are Recruitment and
Selection, Safeguard and prevent.

MAIN BODY
Determine contemporary issue and emerging trends associated with Human resource
management in context to hospitality industry
In hospitality sector, human resource management perform a roles to manage all
activities and people in organisation so that they accomplish target of organisation. But, in hotel
industry they face issues and emerging trend in relation to hotel. There are some issues such as
training and development sessions, recruit new and talented employees and culture diversity
among employees. Some of the issues and emerging trends are described below:
According to the viewpoint of Betterworks, (2019), there are some emerging trends
which many create a problem in the department of human resource management which may
change conditions in hotel industry. The major issue in this sector is rapid change in technology
and this is most important in today's world for competition. However, it is necessary for every
hospitality industry to adopt the changes quickly in order to remain competitive in sector. While
adopting technology organisation have to take knowledge about usage, work and many other. In
this way, hotel industry have to develop new strategies by eliminating existing one which help
them to achieve goals in effective manner. The main challenge for Hotel industry to select and
recruit new employees who have proper knowledge to use that technology but in short period of
time it become difficult to recruit new candidates for organisation. Moreover, for accepting new
technology in systematic and proper manner they have to give training and development sessions
to their staff members as they can work in a right way.
According to the viewpoint of Lytle, (2020), the main issue faced by hospitality industry
in human resource department is to retain new talent employees who have adequate skills,
knowledge and abilities and help hotel to achieve business objectives and enhance productivity.
When there is increase in retention then it lead to increase the market share of hotel industry as
this increase ability to perform work and retain new and existing employees. When hotel is
successful in retaining employees then it automatically encourage skilled staff members in
hospitality industry. The other way to attract employees and motivate them by giving rewards
and incentives which help industry to perform activities and function in efficiently and effective
manner.

According to the viewpoint of Chand, (2020), the major challenge faced by human
resource manager is that the change in need, demand and preference of customer in hospitality
industry. This problem directly or indirectly affect the function of hotel industry as they have to
analyse these changes that what are the requirements and needs of customer and then adopt these
changes in right way. They have to plan for strategic management so they can develop skills of e
employees to complete given work in particular time. In the given situation, hospitality sector
have to influence and boost their power to work in accordance with the given task in situpulated
time.
According to the viewpoint of Gupta, (2018), the issue and emerging challenge faced by
the department of human resource management is the balance between employees and
employers. The hospitality industry have to maintain balance between management and
employees. As this become challenging as HR department because there are two factors which is
expected by both management and employees in organisation. The factors that is expected from
management by employees is that they want safety, appropriate wages and salaries and positive
work environment whereas on the other side factors which are expected by management from
employees is better performance, profit, loyalty and cooperation among management. When
there is no balance between them as this become serious problem for human resource department
which lead to unnecessary chaos in workplace.
From the above discussion on the different viewpoints of author, I am able to understand
that there are various challenges or issues and emerging trend in market. In hotel industry human
resource department have to analyse and accept the changes accordingly which help them to run
their business smoothly. Nowadays, hospitality industry has become major sector and growing
fast as compared to other industry. So, it become major challenge for HR to maintain cordial
relation with employees and perform their activities in an efficient manner. I believe that the
major issue is that they have to retain talented employees who subsequently adopt those changes
quickly. The another challenge is that they have to regularly monitor the change in taste and
preferences of customer which enhance level of productivity and also give satisfaction of
employees in hotel. The most challenging issue I understand is that hotel industry have to
maintain the culture diversity among staff members and balance cordial relationship with other.
These issues have to solve by the department of human resource management in order to
accomplish given objectives in timely manner. The last challenging issue faced by hotel industry

is to training and development to new as well as existing employees in organisation in order to
reduce employees turnover and better productivity in organisation.
Create and design job description and person specification in hotel industry for management
position
In hotel industry, they have to perform various functions and activities but which is
performed by human resource department in systematic way. With the reference to the human
resource manager of Sheraton, they have develop job specification and person specification as
when they select and recruit talented candidates in hotel to perform in a particular position
(Balogh and Walker, 2020). As they have also set standards, rules and regulation which has to
comply by staff members while performing their work in hotel. Sheraton hotel maintain balance
between HR department with other department such as sales, finance and so on to perform all
activities.
Job description is defined as document prepared by organisation for candidates as the
overview of roles, responsibilities and function for a particular position. On the other hand, job
specification is defined as a statement where there is written about the qualification, experience
and skills need to fill a vacancy in organisation. In the method of job analysis, a job description
is a detailed summary of the scope, roles, activities, obligations, and employment conditions
applicable to the company website in the organisation. The job description also specifies the
skills and credentials that an applicant for the position must acquire. (Banfield, Kay and Royles,
2018). In conetxt to the selected organisation which is Sheraton, HR manger have develop job
specification and person's specification to fill the vacant position in their hotel. The given table
shows job specification and person's specification of Sheraton Hotel which are as follows:
Job Specification
Job Details
Position- Hotel manager
Organisation: Sheraton Hotel
Job Purpose
The main objective of manager is to increase level of productivity and performance of staff
member in order to put their efforts to achieve objectives. They manager another main

purpose is to solve problems and use optimum utilisation of resources in proper way. This
help to develop opportunities by fulfilling goal of business.
Roles and Responsibilities
 To maintain positive work environment in order to accomplish the given target.
 To manage all staff members in systematic manner to eliminate conflict between
employees in organisation.
 Give proper guidance and direction to employees so they work accordingly.
 To give training and development sessions which help employees to adopt changes
when necessary.
Personal specification: Personal specification is an individual requirement is a list of the
credentials, abilities, abilities, expertise, and other characteristics (selection criteria) that an
applicant must have in required to conduct assigned tasks. The specification must be based on
the job description and serves as the basis for the recruiting process.
Person's Specification
Person's Specification:
Position: Manager
Department: Management department
Attributes – Experience and Qualifications
Requirements: Graduate from recognized university or college with minimum 60%
Specialised in marketing and management
Desired: Experience of 2- 3 years in company
To manage all activities and employees in organisation
Attributes- Skills and Qualities
Requirements: Good communication skills
Knowledge about marketing and promotional activities
Desired: Maintain employees relation with each other
Training and development
Recruit and select talented employees

According to this Sheraton Hotel, they select and recruit candidates in systematic way
and in proper process as they take application from different employees and select those
employees who have proper skills and abilities to fill the vacant position in organisation. They
take interviews, screening process and other process. While following these steps by human
resource manager of selected organisation as they select and recruit employees as to fill vacancy
in hotel (Brewster, Mayrhofer and Farndale, 2018).
Interview: It is defined as process where two people are involved in interview as the first
person is interviewer and other person is candidate for whom the interview is conducted. They
ask questions to candidate to test their knowledge, skills and abilities because they want a
candidate who accomplish all the given task and have proper knowledge (Bringezu and
Bleischwitz, 2017). In relation to Sheraton Hotel, there are some of interview question which are
asked by interviewer to candidate which are as mentioned below:
 Tell me about yourself?
 Why you want to join Sheraton Hotel?
 If there is conflict between employees, then how you will solve?
 What are duties and responsibility of manager of human resource department?
 What are impact in hotel due to pandemic situation of Covid-19?
These all are the interview questions asked by concerned manager to candidates so that they
about how much knowledge candidate have. They also observe the behaviour and attitude of
candidates that they are capable for handling position.
Job offer letter
Mr/Ms, Name and Last Name
Address
City, State
Zip Code
Dear Mr/ Ms Last Name,
We are glad to inform you that you have been selected for human resource manager position in
our organisation. You have successfully completed all stages and process of selection and

recruitment. Congratulations for achieving and taking responsibilities for management position
and we are giving you opportunities to explore skills and abilities to achieve business objectives
and goal in an effective manner.
Role & Responsibilities:
 To manage all functions and activities in systematic manner.
 To handle conflicts between employees and provide better solution to an issue.
 Develop strategies and planning to accomplish given activities.
 Provide training and development sessions to new and existing employees.
 Select and recruit candidates with proper skills, abilities and competencies.
Date of joining : 10th March, 2021
Working Hours : 9:00 a.m. To 6:30 p.m.
Salary : $ 20000 per month
Compensation benefits: Food facility, group insurance, accommodation with cab facility. If you
are interested in joining our organisation then kindly revert back of job offer letter with
documents and with signature and conformation date.
HR department
Sheraton Hotel
Signature______________________
Date---------------------------------------
The job offer letter is a document which shows an confirmation that they are selected and
hired for management position and in that it is sated that what are the roles and responsibilities
which has to be performed by them with starting date. Moreover, it is a legal document which
give details to how to carry out activities in an appropriate manner (Datta, 2019).
Explain the process of performance management in context to hospitality industry
Performance management: Performance Management is defined as a tool of
management where higher authority use to monitor and analyse the performance of all staff
members so they can work effectively and in efficient manner. This is management is done in
every industry build a positive work environment which lead to motivation as this help

employees to put more efforts and abilities as they can produce high quality work (Gandotra,
Jha,and Jain, 2017). It including various components such as creating job description, providing
orientation programme and giving training to employees to perform work in proper manner. In
context to Sheraton, the performance management only focus on three factors such as
transparency, understanding expectation of employees and accountability. In other words, it can
be said that performance management is described as a management tool that allows higher-ups
to track and examine the result of all employees so that they can function more effectively and
efficiently. This is how management works in every sector to create a productive work climate
that motivates workers to bring forth more effort and abilities so that they can handle excellent
work.
In simple words, Sheraton Hotel use this method to take decision and evaluate so that
employees perform work to achieve the organisation objectives. The sales department of selected
organisation give employees a target volume which they have to accomplish in a particular time
period which is set by sales department, they not only assign duties but they give direction and
guide them what they have to perform. For Sheraton Hotel, performance management is
important as this not only help in accomplishing target rather this help in improving
communication. They set rules and policies so that every employees have clear understanding
what they have to perform work in hotel in order to maintain good environment which help
Sheraton Hotel to reduce stress among employees.
Process of Performance Management: Performance management not only done for poor
performer but it is a process where Sheraton hotel only emphasize on putting the right person at
right job, giving training to employees and set expectation so they can deliver best service to
their visited customers in hotel (Jensen, 2017).There are four steps which is followed by
Sheraton Hotel which are mentioned below: Getting the right people: This is the first stage where hotel industry recruit those
employees who are talented and have proper skills, abilities and knowledge about the
position for which they are recruiting or particular position. In context to Sheraton Hotel,
human resource department put their efforts for recruitment and take interviews of
candidates. The next stage is screening as in this stage they only select those candidates
who who have skills, knowledge and abilities to perform a job as HR manager of

Sheraton Hotel also check background of employees. They also monitor that they have
taken right decision to recruit new employees in organisation. Setting expectation: This is the second stage where HR department of Sheraton Hotel
provide an orientation and induction programme to new employees. In orientation
programme they tell employees regarding rules, values, guest and so on so they can
efficiently perform their work. If they are clearly understood about expectation then they
successfully accomplish the expectation of hotel and guests (Kavanagh and Johnson,
2017). They set the policies and trained them about how to treat their guest and what type
of services they have to provide such as two or five star services accordingly. In this way
Sheraton Hotel can minimise staff turnover as they have given policies and handbook
what they have to perform and how to treat their employees in Hotel. For this employees
can clearly understood about their roles and responsibilities then HR department monitor
and evaluate the performance. Performance Coaching: Performance Coaching is the third step as this become easier to
give training and coaching to employees because in the second step they have tell about
the rules and policies in order to give high quality service and better perform their
responsibilities. Periodic evaluation and discipline procedure is the mechanism of
performance coaching (Lund-Thomsen, Hansen and Lindgreen, 2019). In relation to
Sheraton Hotel, they main aim is to identify the need of training or in which area
employees need to be trained. After providing training they analyse and monitor the
performance by using guest service survey, checklist and inspection report. They also
take the regular feedback about the issue or problem faced by the employees and give
them solution to overcome the issue.
 Getting Rid of Poor Performers: The last step is to get rid of poor performer as manager
of Sheraton Hotel analyse the performance of staff members as they are giving best
service to guest, following discipline and rules or regulation. Then they give rewards and
promotion to employees for contributing to work in order to achieve the organisational
goal. By giving promotion and rewards they motivate employees to put efforts to achieve
organisational goal and help hotel to remain competitive ion market. In Sheraton Hotel,
they monitor poor performer and give them training and development sessions to improve
performance.

 Performance appraisal: A routine assessment of an individual worker service and higher
performance to an organisation is called a performance evaluation. A performance
assessment, sometimes classified as an annual performance review, performance
employee appraisal, or employee appraisal, assesses a worker's abilities,
accomplishments, and development absence therein.
The importance of performance management is that it gives clarity to employees
regarding rules, policies and procedure, identify needs of training, provide feedback to
employees. This also help organisation enhance promotion that lead to increase employees
retention in organisation as they want appreciation for hard work. The performance management
helps in engaging employees so they can interact with each other in order to create positive work
environment (Luo and Tung, 2018).
Analyse the human resource policies and practices of organisation
Department of human resource management plays an important role because they have to
ensure that all the policies are complied by all department in organisation and employees. There
are various practices which is used by hospitality industry such as providing security, hiring the
right people, give fair and compensation to employees, training to employees in organisation. In
other words, it can be said that there are various policies in hotel industry which is adopted by
different types of hotel according to their activities and operations. With the reference to
Sheraton Hotel, they have adopted two policies; where first is training and development and the
second one is Safeguard and prevent is the most important which help Sheraton to attract their
employees so they perform work in proper manner (Machlis and Tichnell, 2019). These two
Human resource policies and practices are explained in detail which are as follows:
 Training and Development: Training is defined as an activities which is conducted by
hospitality industry to develop skills and knowledge of employee whereas development
refers to the learn something new to achieve organisation goal and objectives. In relation
to Sheraton Hotel, they guide and give direction to all staff members how to give high
quality service to their guests whereas they develop skills to grow the managerial position
of employees which lead to accomplishment of target in organisation. There are two
types of training which are provided to employees in organisation which are on the job
training and on the job training (Masri and Jaaron, 2017).

Sheraton Hotel uses on the job training method which include job rotation which means
they assign employees according to their skills and they provide two types of shift in hotels
which are night shift and day shift. The another method in on the job training is job instruction
which means supervisor guide to staff what type of activities are performed by them. The main
purpose of training and development is low attrition, prepare employees them for upcoming
challenges which lead to motivation which help them to accomplish organisation goal. In other
words, the manager of Sheraton hotel they develop a situation and give to candidate to solve
problem with the help of presenting. As they give situation, they give situation how to training to
employees how to serve food, cook and what are the need and preferences of customer which not
only help hotel to fulfil the current target but also help them to ready for future target. By
providing training and development sessions so they clearly understand about what roles and
responsibility have to perform by them accordingly.
 Recruitment and Selection: Recruitment and selection is the main process in hospitality
industry where they have to select and recruit all staff members from pool of application
where they have to fill the vacancy for particular position (Morgeson, Brannick and
Levine, 2019). The manager of all department in hotel industry consider the importance
process which is carried out by human resource department in context to Sheraton Hotel,
they carry various process to retain new employees in order to achieve business
objectives.
In every industry there are two process in recruiting candidates which are internal and
external process. In internal process vacant position is fill by promotion of employees internally
and transfer of employees from one position or place to another position or place (Moutinho and
Vargas-Sanchez, 2018). With the reference to Sheraton Hotel, the human resource manager
recruit employees internally as they transfer employees from one branch to another as they are
operating in different countries. The internal process save a lot of time but they are incapable to
recruit new and talented employees in hotel industry. On the other hand external recruitment
means recruiting fresh and talented candidates with new skills and competencies.
In context to Sheraton Hotel, they adopt the external recruitment process and use various
different approaches to recruit employees in hotel as the external sources of recruitment are such
as campus recruitment, advertising, social media and many other sources. In this way, it help
hotel industry to attract many job applicants and after that they select employees. There are many

factors that affect selection and recruitment process of the selected organisation that is Sheraton
Hotel which are fast decision making, hierarchy of business, legal matters and other factors that
affect both process. In other words, it can be said that external recruitment is better that internal
recruitment as in internal recruitment only internal staff interact with each other and there is no
development of new skills in organisation which lead to less succession in organisation and they
do not adopt the new changes in business environment. In external environment, they recruit new
skilled employees so they can adopt new changes and technology easily which help hotel
industry to grow and explore their business globally and achieve the organisational goals
(Riccucci, Naff and Hamidullah, 2019).

CONCLUSION
From the above discussion, it is concluded that Human resource department is one of the
most important department in every organisation as they play various roles and activities to
achieve the business target successfully. It is a process of selecting, recruiting, orientation and
induction and providing training and development sessions to employees. They also ensure that
they are protecting the health, safety and motivating them to put their efforts to achieve target. In
this report it is discussed about the challenges which are faced by human resource department in
organisation such as vision or mission, recruiting, selection and solving all issues of employees
and give them solution to overcome situation. In this it include the person specification and job
description of managerial position in the industry of hospitality. Moreover, performance
management is a process where they monitor job performance of employees and if any
employees do not comply with rules and policies then they give training to new employees. They
give sessions to both existing and new employees, if hotel is introducing and offering new
services to their customer. With the help of this they they can decrease staff turnover, increase
promotion and identify the needs of training. However, there are two Human resource policies
and practices adopted by manager of hotel which are recruitment and selection, Safeguard and
prevention to give better experience to their employees and guest.

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