Report on Human Resource Management for Service Industries (HND HRM)

This report delves into Human Resource Management (HRM) within the service industry, specifically focusing on the hospitality sector with Holiday Inn as a case study. It begins with an introduction to HRM and its importance in the hospitality sector, emphasizing the significance of the workforce as a key asset. The report then covers job analysis, including job descriptions and specifications, and examines factors affecting recruitment, such as internal and external influences, and recruitment methods like advertising. The selection process is compared between Holiday Inn and Intercontinental Hotel. The report further assesses the contribution of training and development activities to the effective operation of service industry businesses, differentiating between training and development, and identifying various types of training. The report concludes by summarizing the key findings and highlighting the vital role of HRM in the development of both the company and its employees, referencing relevant literature throughout.

HUMAN RESOURCE
MANAGEMENT FOR
SERVICE
INDUSTRIES

Table of Contents
INTRODUCTION...........................................................................................................................3
TASK 1 & TASK 2..........................................................................................................................3
Covered in ppt........................................................................................................................3
TASK 3............................................................................................................................................3
3.1: Discuss a job description and person specification for a selected service industry job . 3
3.2: Compare the selection process of different service industries business..........................5
TASK 4............................................................................................................................................6
4.1: Assess the contribution of training and development activities to the effective operation
of selected service industry business.....................................................................................6
CONCLUSION................................................................................................................................8
REFERENCES................................................................................................................................9

INTRODUCTION
Human resource management is the process of effectively handling and managing the
workforce for generating maximum profit in an organisation. This states that workers are the
most important asset of an organisation. Human resource management in hospitality services
effectively deals with the workforce for motivating and developing them for efficient working in
the organisation. The taken company in this assignment is Holiday Inn which is a United
Kingdom based hotel chain in hospitality sector. This report will discuss the roles and purpose of
Human reource management in the holiday inn hotel and a plan should be made based on
demand and supply. This report will Assess the current state of employment relations and the
laws which affects the management of human resources in hospitality sector. Further this report
will discuss the job description and person specifications along with selection process. In the
end assessment of the contribution of training and development activities in the operations of the
hospitality sector has been given.
TASK 1 & TASK 2
Covered in ppt
TASK 3
3.1: Discuss a job description and person specification for a selected service industry job
Job analysis refers to the planned structure of a job which matches with the specifications
and description required for the job. HR manager of Holiday inn should clearly specify the
relation and working of job to every members of company.
Job analysis
Job analysis is used for gathering information and data for a job which consist of two sets
of data which are described below:
 Job description: is a document which contains the description of job and functions of
company. It is necessary to provide in-depth knowledge of the job and company.
 Job specification: This is the educational qualification which are necessary for
performing the job effectively (Javalgi and Todd, 2011).
Factors affecting recruitment

There are various internal and external factors which effects the recruitment process
which are given below:
 Internal factors are factors within an organisation which effect the recruitment process,
such as size and recruitment policy. Holiday inn is a big hotel having a slow recruitment
process for recruiting young talent.
 External factors are the outer factors which effects the recruitment process such as
unemployment rate, labour laws etc. These laws heavily effects the performance of
employees and organisation due to the regulations set by government.
Job design
This is the further step which should be taken after job analysis which involves work
planning for reducing the dissatisfaction in workers.
JOB DESCRIPTION
Job title: Safety officer
Reports to: General manager
Job overview: A great opportunity for joining the world class hotel chain
in order to develop and nourish the existing skills for your future career
growth.
Responsibilities and Roles:
 To ensure good quality services are provided to customers
 To monitor the security issues of customers and employees
 To ensure the workers are following the corporate policies
Qualifications:
 Must be above 18 in age
 Written and spoken English communication skills
 Willing to work in both day and night shifts
Recruitment through advertising

Recruitment techniques has developed significantly after the internet revolution over the
years (Luthans and et. al., 2010). Companies are using new and latest technology to advertise
their products and services such as:
 Internal Recruitment: Holiday inn can recruit new candidates through posting the ad of
job on Company's network and their website.
 External Advertising: Company can advertise on external platforms such as television,
newspapers etc.
 Print Advertising: Holiday inn can also use conventional recruitment advertising using
banners and .
 Web Advertising: Since the approach of internet is growing by day Holiday inn can post
a ad online for recruitment.
 Social Media: Holiday inn can advertise through various social media platforms by
creating and managing multiple accounts on different channels.
3.2: Compare the selection process of different service industries business
Selection process is the process of selecting potential candidates from various candidates
on the basis of skills, educational qualifications and experience for occupying the job vacancy in
an organisation.
Selection method
Selection process of candidates depend on organisation's requirements. The selection
methods which are used by Holiday inn for recruiting potential and talented individuals are
preliminary screening, online interview, personal interview, group discussion etc.
Short-listing
This process involves short-listing of potential candidates on the basis of their interview
scores, Attractiveness, qualifications etc. from a bunch of applications from candidates. Short
listed candidates are further sent forward for next round of interview of the recruitment process.
Interview Method
Interviews are taken by HR department for selecting the right skilled people for the given
position through various styles which are as follows.
 Structured Interview
 Unstructured Interview
 Behavioural Interview

 Technical skills Interview
 Committee Interview
Comparison between selection process of Holiday inn and Intercontinental hotel
 Holiday inn uses social media and job portals for their recruitment process whereas
Intercontinental hotel post the job vacancy on their website and company's LinkedIn
portal.
 In Holiday inn, candidates needs to fill their details and CV and then these details are
reviewed by HR department whereas Intercontinental hotel gives situations and problems
to the candidates for checking their creativity level.
 After qualifying these tests, Holiday inn take candidates directly on position . But in case
of Intercontinental hotel, selected candidates are provided with necessary training before
offering the job vacancy (Pierre, 2016).
 Holiday inn directly provides the offer letter to selected candidates but intercontinental
hotel organises group discussion and aptitude tests before giving them the position.
TASK 4
4.1: Assess the contribution of training and development activities to the effective operation of
selected service industry business
Training is the learning process of individuals which is provided by the management of
an organisation for enhancing the growth and productivity of employees.
Development is the process of upgrading the existing skills of an individual throughout
the whole career for their future growth.
Training and development of employees is necessary for an organisation for achieving
their desired goals in an effective way (Stewart and et. al., 2018). In Holiday inn, HR manager
should provide necessary and adequate training to their employees regularly for enhancing their
competencies for executing the work in an effective way. Holiday inn belong to the service
industry, so, its success and growth depend upon the workers. It is highly necessary for the
company to provide training sessions to employees for increasing their skills and knowledge for
providing good and effective quality services to their clients. This will positively effects the
company for enhancing their productivity as well as their profitability. Holiday inn provides

various types of training such as technical, communicational, behavioural etc. to their employees
which enable them in handling the systems and customers properly.
Training helps in increasing the productivity and efficiency of workers which will leads
to enhanced sales and growth of firm (Surroca Tribó and Waddock, 2010). It contributes in
enhancing the effectiveness of operations and activities of Holiday inn for attaining growth and
competitive edge over their competitors.
Difference between training and development
Basis Training Development
Definition It is provided to employees for
increasing their efficiency and
performance.
It is the continuous process of
enhancing the skills and
knowledge throughout the
career for future growth.
Time It is for a short duration of
time
It is a long time process which
keeps on adding skills and
knowledge.
Focus It is provided for increasing
the efficiency of job
operations.
It's focus is to develop the
skills of individuals for their
future growth.
Objective Its objective is to improve
performance up-to a large
extent
It's objective is to prepare
individual for the future
growth of career.
Types of training
The various types of training required by the employees of Holiday inn are as follows: Technological training: Such type of training helps employees of Holiday inn to raise
awareness regarding the technological advancements which are needed for effectively
serving the customers for their satisfaction. Skills training: Such type of training is provided for enhancing the skills required for
performing the job efficiently.

 Problem solving training: Such type of training helps employees to solve their various
problems which arose while dealing with customers. Team training: Through such training, employees can work effectively and efficiently in
the teams for proper coordination and support from each other (Teece, 2012).
 Leadership training: By this training, organisation can develop traits of leaders in the
employees for influencing the other employees in doing their work in a better way.
CONCLUSION
From this report, it has been concluded that HRM plays a important role in the
development of Holiday inn as well as of their employees. A Human resource plan was
developed and justified based on the analysis of supply and demand of the hospitality sector.
This report also states the effect of various employment laws on the management of human
resource of Holiday inn. job description and person specifications along with the selection
process of Holiday and Intercontinental hotel has also been discussed in details. In the last
assessment of the contribution of training and development on the operations of holiday inn
along with the types of training has been analysed in the report.

REFERENCES
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