Human Resource Management Report: Beachside Hotel Case Study

This report examines the human resource management (HRM) practices at Beachside Hotel, identifying several ineffective strategies that have led to a crisis situation. The analysis focuses on issues such as the absence of proper training programs, inadequate recruitment processes, and the mismanagement of front-desk operations, which have resulted in negative impacts on customer satisfaction and staff morale. The report also highlights specific examples of practices leading to staff grievances, such as late salary payments and poor inter-departmental communication, along with suggested improvements. Furthermore, it explores recruitment and selection procedures that could enhance the hotel's performance, including clear job descriptions, background checks, and training techniques. The report also discusses the advantages and disadvantages of promoting internal candidates and concludes with a summary of HR objectives that the hotel's management could adopt to improve organizational, personal, customer-oriented, and environmental outcomes. The report is a comprehensive analysis of the HRM challenges and potential solutions for Beachside Hotel.

Running head: HUMAN RESOURCE MANAGEMENT
Human resource management
Name of the student
Name of the university
Author Note:

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Table of Contents
Task 1............................................................................................................................................. 3
Ineffective HR Practices used by Beachside Hotel.........................................................................3
Task 2............................................................................................................................................. 4
Two Specific examples of Practices at Beachside Hotel that leads to Staff Grievances.................4
Task 3............................................................................................................................................. 5
Four Specific Recruitment and Selection Procedure......................................................................5
Task 4............................................................................................................................................. 6
Advantages and Disadvantages of the Process..............................................................................6
Task 5............................................................................................................................................. 7
HR Objectives.................................................................................................................................7
Bibliography...................................................................................................................................8

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Task 1
Ineffective HR Practices used by Beachside Hotel
The Beachside hotel has been suffering from some main causes that has led it to a crisis
situation which can be also said to be the ineffective HR practices of the following hotel. Some
of them have been identified by the researcher they are:
1. The absence of a proper training program- A training program is utmost necessary to
make the employees understand the different methods on how to satisfy the customers,
how to serve them and how to maintain the daily activities of the organization (Hoque,
2013). Absence of a proper training program makes the hotel vulnerable to external as
well as internal threats that hamper the growth of the organization.
2. The absence of the proper recruitment process- The absence of a proper recruitment
process in the hotel is the failure of the Human Resource Department. The management
has to ensure that proper recruitment takes place in regular intervals to fill up the
vacancies of the hotel in due time. Recruitment of new employees helps the
organization in their growth path (Boella, 2017).
3. The absence of proper front desk executives- As mentioned in the case study Brian was
first provided the task to manage the front desk operations of the office. He ultimately
failed to do so as because he had a totally different specification. His angry temper did
not help either as because the customers did not enjoy staying in the hotel.
All the above factors led to some negative impacts about the mentioned hotel,
A. Training program which is a must for adapting to the new age services meant a loss
in the productivity and a low rate of occupancy (Gannon, 2015). The traditional
methods of satisfying the customers have been outdated and following such
methods can bring a huge crisis for beachside hotel.

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B. Front desk executives are the first person with whom the customers interact on
their arrival in the hotel. Brian’s rough behavior has brought a negative impact on
the minds of the customers as because “first impression is the last impression”.
C. The hotel will be suffering from a shortage of staffs in the peak season which will
mean a loss in the revenue of the hotel and it will also lose the competitive
advantage in the market (Baum, 2016).
Task 2
Two Specific examples of Practices at Beachside Hotel that leads to Staff Grievances
Two of the specific examples of practices of beachside hotel are;
A. Pay Cheques of the employees are late in arriving- The employees of the hotel work
hard for the month and expect their salary to be paid just in time (Gannon, 2015). But
unfortunately the mismanagement of the HR department leads to confusion and delay
and makes the payment process much complex. This leads to the payment of the salary
to the employees of the organization on a later date which is a cause of grievance. The
absence of any specific policy in the organization has made it vulnerable to common
grievances among the employees.
B. Absence of Healthy communication between the departments- There is a serious lack of
communication between the different departments of the organization. The presence of
little or no communication among these departments is a drawback for the mentioned
hotel and it crumbles the organizational efficiency.
Brian must ensure to implement strict policies and procedures to treat such grievances with
utmost care and precision. It is his duty to make sure that all the complaints are registered and
investigated neutrally (Nickson, 2013). He should ensure the formation of a set of policies and
procedures and implement them in the organization. A policy must be there which will clearly
define the rules of paying the salary cheques to the employees in the correct time so that they

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get the motivation to perform in a better way and make Beachside Hotel one of the best in the
industry.
Task 3
Four Specific Recruitment and Selection Procedure
The researcher has identified some of the main recruitment and selection procedure
that would be helpful for Beachside Hotel to improve its organizational performance. Some of
them are,
A. Having a clear description of the job- The candidates must have a clear job description
as because having a clear job description will help the organization to fit for the exact
jobs that are required for him. The people can also fit to job specific qualities that will be
helpful for their assessment (Riley, 2014).
B. Internal or External- Internal and External recruitment are the two processes that
determine the recruitment process in the hotel industry. The management of the hotel
assesses the performance and the skills of the existing as well as the new employees
and accordingly places them suited to their roles like customer management or back
office management depending upon the skills. Whereas external recruitment requires
the employees to perform specific tasks allocated to them and undergo special training
programs.
C. Executing Background Checks- The HR management of Beachside hotel must scrutinize a
thorough background check of the candidates as because customer service is the most
important service to be done by the employees and loss or theft of personal belongings
of the customers may result in the reputational damage of the hotel. People with
criminal history must not be hired as such hiring can be controversial (Luo, 2014).
D. Developing Training Techniques- The mentioned hotel can develop a strong and efficient
training technique for the employees both new as well as on the job training programs
for the experienced old employees. This helps the employees to adapt to the new and

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challenging techniques and meeting the needs of the customers and also helps them to
perform their duties easily (Armstrong, 2014).
Task 4
Advantages and Disadvantages of the Process
Mary who was promoted to the post of Human Resource Practitioner was a front desk
executive but her behavior towards the customers was not good and so according to her skills
she was given her new post which really suited her best. Some of the advantages of such a
recruitment process are,
A. Improves Morale- The improvement in the post of the mentioned employee of
beachside hotel will be acting as a motivational factor for the other employees and will
inspire them to perform in a much better and organized way. Promotion is one of the
best rewards to garner positive work performance from the employees.
B. No Error in Selection- The management of the hotel has taken the correct decision on
selecting Mary to the post of Human Resource practitioner. The least possibility of
errors from the side of the management makes the employment process more
transparent in nature (Kramar, 2014).
C. Promotes Loyalty- Loyalty is promoted among the employees and the departments as
people will have the idea that the organization looks after them and has a concern for
each of them.
D. No Hasty Decisions- The management of the company takes the decision after long term
observation of the target people and consults with the other employees and the
management officials before taking any solid decisions. Therefore there is no scope for
hasty decisions (Molina-Azorín, 2015) (Mok, 2013).
E. Economy in Training Costs- he employees have the full idea of the operating procedures
of the organization and require little knowledge regarding such and the training
methods also. Therefore it brings down the training costs of the company (Baum, 2016).

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F. Self Development- The employees can look forward for new challenges and new posts
within the organization which will be useful for the organization as well as the
employees (Boella, 2017).
Some of the disadvantages of the following are,
1. Discourages capable person from outside to join the organization
2. Innovative and creative thinking posts falls outside the boundary of the organization
3. In many organizations seniority is the criterion for promotion
Task 5
HR Objectives
Some other Human Resource objectives that can be taken up by the management of the
beachside hotel are,
A. Organizational Objectives- The creation of jobs, filling up the vacant posts, identifying
the right set of customers and maintaining a balanced objective is the key to the success
of the organization (Mok, 2013).
B. Personal Objectives- The management of the organization especially the HR department
must inspire the employees and they have the responsibility to identify and retain the
best talent of the industry. The hotel has to help the employees achieve their personal
goals.
C. Customer oriented Objectives- The main purpose of the hotel must be to serve the
customers and thus they should make sure that the customers face no problems. The
customers must be treated properly and provided with proper services.
D. Environmental Objectives- The mentioned group of hotels must make sure that they
follow all the necessary rules regarding the environment and should not violate any
rules. It is their duty to reduce their carbon footprint by different means and should
make sure to make the hotel a green on. Use of solar energy, proper waste disposal are
different such methods (Padilla-Meléndez, 2014).

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Bibliography
Armstrong, M. &. (2014). Armstrong's handbook of human resource management practice.
Kogan Page Publishers.
Baum, T. (2016). Human resource issues in international tourism. Elsevier.
Boella, M. J. (2017). Human resource management in the hotel and catering industry. Taylor &
Francis.
Gannon, J. M. (2015). Strategic human resource management: Insights from the international
hotel industry. International Journal of Hospitality Management.
Hoque, K. (2013). Human resource management in the hotel industry: Strategy, innovation and
performance. Routledge.
Kramar, R. (2014). Beyond strategic human resource management: is sustainable human
resource management the next approach? The International Journal of Human Resource
Management, 1069-1089.
Luo, Y. &. (2014). Current human resource management practices in the New Zealand hotel
sector. Journal of Human Resources in Hospitality & Tourism, 81-100.
Mok, C. S. (2013). Service quality management in hospitality, tourism, and leisure. Routledge.
Molina-Azorín, J. F.-M.-G.-O. (2015). The effects of quality and environmental management on
competitive advantage: A mixed methods study in the hotel industry. Tourism
Management.
Nickson, D. (2013). Human resource management for hospitality, tourism and events.
Routledge.
Padilla-Meléndez, A. &.-M. (2014). Customer relationship management in hotels: examining
critical success factors. Current Issues in Tourism.

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Riley, M. (2014). Human resource management in the hospitality and tourism industry.
Routledge.