HRM in Hospitality: Challenges, Job Descriptions, and Policies

This report provides a comprehensive analysis of Human Resource Management (HRM) within the hospitality industry, focusing on the challenges, contemporary issues, and emerging trends faced by hotels like Sofitel. The report examines the impact of increasing tourism, environmental concerns, intercultural management, and employee motivation on HRM practices. It further develops detailed job descriptions and person specifications for key management positions, including Catering Manager, Hotel Manager, and Hotel Supervisor, outlining their responsibilities, qualifications, and required skills. The report also elaborates on performance management processes designed to address issues like staff turnover, training requirements, and promotion strategies. Finally, the report analyzes existing HR policies and communication strategies within an organization, offering insights into how to effectively manage and engage employees in the hospitality sector. The report emphasizes the importance of adapting to technological advancements and fostering a healthy work-life balance to improve employee satisfaction and organizational performance.

HUMAN RESOURCE
MANAGEMENT

Table of Contents
INTRODUCTION...........................................................................................................................1
1.Challenges, contemporary issues and emerging trends related with Human resource
management in hospitality industry with reflection.....................................................................1
2: Development of a job description and person qualification from management positions
within hospitality industry...........................................................................................................4
3: Elaboration of process of performance management in hospitality industry to help company
to identify training requirements, decrease staff turnover and increase promotions..................9
4: Analyse two existing HR policies and communicate to all employees from organisation....12
CONCLUSION..............................................................................................................................14
REFERENCES..............................................................................................................................15

INTRODUCTION
Human resource management refers as strategic approach to effective management of people
in organisation so that it acquire competitive advantage. HR teams has perform various functions
that includes training and development, recruitment and selection and reward management. HR
make sure that company will achieve its goals and aims. This study is based on Sofitel Hotel
which is a luxury hotel that operates in several countries and founded in 1964 in France. Its
main mission is to provide tremendous opportunities for amazing experience and to make new
discoveries. Its vision is to make innovation, bring transparency and contribute to collective
goals and concentrate on teamwork. This report elaborates about three to five articles that are
related on trends and contemporary issues which is related with human resource management in
hospitality industry along with reflection. This report further produce a job description and
specification of an individual from management positions. Concepts of Performance
Management which is related with hospitality industry to provide benefits to companies so that it
decrease various issue that includes to lower down staff turnover, improve performance and
determine requirement of training. Lastly, report analyse existing HR practices and policies
within an organisation and communicate to staff member.
1.Challenges, contemporary issues and emerging trends related with Human resource
management in hospitality industry with reflection.
As per Yusoff and et.al, 2020, hotel industry is emerging rapidly all over the world because
of increasing tourism industry. HR department make sure that it effectively manage all vital
activities which is related with selection and recruitment. So that hotel industry effectively
manage all its task. Hospitality industries is full of opportunities and also helps to decrease rate
of unemployment globally. However, hotel sectors is the prime example of environmental
degradation that is largely seen everywhere. Hence, it is essential to encounter such challenge
related with environment and carefully executing HRM practices in Sofitel Hotel. For example,
with increasing use of recyclable products in hotels like purified water bottles, dishes etc. are
used in excessive amount and become growing concern for society (Issues Related to Human
Resource Management in the Hospitality Sector 2021).
While, HR department in hotel industry also face challenge with intercultural management and
people empowerment. In this method, it is important for HR to make sure that all staff member at
Sofitel hotel perform their duties well and provide superlative experience to customers. Earlier,
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HRM pay attention to personal management, but now Strategic human resource management is
become strategic source of competitive advantage in this sector. Hospitality industry faces
problems in cultural management and cross cultural communication that human resource teams
has to maintain and contend within hospitality industry. As it is essential for hotels, restaurant,
tour operators that their dependency is high on foreign travellers all over the world. Therefore, it
become requirement for their workers to overcome gap between cross cultural and improve
communication among different culture. As there are many folks that misinterpret intercultural
communication and cross cultural management being connected only with foreign language
proficiency or just capability to converse with international guests in their language.
Major issues faced by hospitality industry:
According to Barot.S,2021, in hospitality industry, HR managers also face few challenges that
is related with employees motivation. Majority of jobs in hotel sector is highly competitive and
stressful that need constant attention from staff member, as a result of this there is maximum
burnout rate in this sector. Therefore, in order to avoid fatigue or stress its a responsibility of HR
mangers in hotels to come up with creative ideas and new policies so that employees will remain
motivated and encouraged in their job. Since, hospitality sector demands 24*7 job service and
workforce face constant rotational shifts to make sure that they provide round the clock service.
Therefore, it is role of HR manager that they must rotate duties of employees in as human
manner as possible so that same staff member will not end up doing night shifts every single day
and fell fatigue and stressed as they perform shift in which maximum workload takes place in
hotels.
As per Baum,2018, another problem currently face by HR in hospitality sector is increased
employee's turnover rate. In this sector, when employees find new opportunities in same
industry than it is likely possible that they change their job. For example, if an employee s
performs job at front office not because as a dream job but just for sake of money they doing it.
Employees than later find something better i.e. they are ready for something new. Hence, whole
psychology aids in worsening condition of Sofitel Hotel as employees just doing their duties just
for the sake of money and show no interest. This decreases brand image of the hotel industries
and increase situation of mismanagement. Turnover may be appears on following ways that
includes when an employees leave its job and when employers fire its employees from their
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duties. Hence, when Sofitel face such situation than it automatically increases cost of training
and development and unnecessary expenses on selection or recruitment process.
Lastly, hotels may face issues related with inexperienced or poorly managed staff and become
reason for various problems. An inexperienced HR team can be responsible for poor
management because they carry major responsibility of selecting staff. Hence, Sofitel Hotel
requires recruitment of skilled managers who had clear objectives, increased decision making or
skills necessary to manage overall staff and all those necessary resources of hotel that carry great
value. Hence, a manager must have maximum years of experience and capability in keeping
employees motivated is real asset for company. Fresh and revolutionary ideas must be executed
in hotel industry.
Human Resource practices against emerging trends:
Human Resource practices are now used in various innovative ways and apply in organisation.
Following are HR practices that increases in next few years:
Change to electronic boarding
Now process of new hires has changed and it will no longer be a paper based. On-boardings
with electronic solutions has become increasingly famous by many organisations because it is
convenient to handle workflows and user interface. All these electronic software benefits
employees to achieve a workflow and filing systems without usage of paper. It is becomes very
simplified to conduct HR recruitment process by implementing technology with the help of E-
verify, digital signatures ans I-9 forms. Therefore, during hiring process employee on-boarding
software will lower down usage of paperwork and also remove repetition while collecting data
from employees.
Effect of technology
Technology changes the way companies work and manage workforce. Mobil applications and
cloud based software are now available and ease work to every aspects of HR for example,
running payrolls, filed-service crews and managing overall department. Usage of web based HR
systems are emerging in which HR teams able to manage various worksites from a particular
location (Amrutha and Geetha, 2020).
Importance of work life balance
There are increasing pressure on employees to perform and sometimes they work overtime in
order to make up for reduce resources and manpower in companies. Mental pressure and stress
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level are increases, hence provides awareness on importance of work-life balance is become
crucial to maintain a healthy work life balance.
2: Development of a job description and person qualification from management positions within
hospitality industry.
Hotel management is responsible for proper management of employees and for planning,
coordinating, monitoring and examine hotels services that majorly includes catering and
accommodation services (Goryushkina and et.al, 2019). Following are main job roles and person
specification in Sofitel Hotel:
Job description and person specification for Catering Manager:
Job Title Catering Manager
Responsible to Head of hospitality
Job purpose Lead a team of catering and kitchen staff.
Deliver excellent customer service.
Coordinating serving activities and food preparations.
Main responsibilities  Gathering needs of customers that involve dates of events
and guests number.
 Identifying requirement in setting correct portions and
overall ingredients.
 Accurate planning for food and beverage menu associate
with client's taste and preferences.
 Fulfil special requests like pure vegetarian meal or healthy
food for kids.
Key relationship Suppliers.
Clients.
Internal catering department.
Location 205, Orbit mall, London,UK
Hours 45 hours per week
Probation 4 months
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Date prepared February 2021
Person specifications:
Job Title Catering Manager
Qualification or experience At least 2-3 years of experience as a catering manager
Hands on experience with developing proper menu.
Should be flexible to work during weekends and holidays.
Degree or certification in hospitality.
Knowledge/ capability Understanding of hygiene of food.
Positive customer service attitude.
Ability to remain calm in stressful situation and make frequent
decisions under unforeseen circumstances.
Main personal attributes Excellent verbal and written communication skills.
Good presentation skills and professionalism.
Interpersonal skills (Bharwani and Talib, 2017).
Capable to manage work load properly.
Ability to lead team alone and work with them.
Job description and person specification for Hotel Manager:
Job Title Hotel Manager
Responsible to Head of hospitality
Job purpose Accountable for budgeting management.
Direct, organise and direct all vital hotel
service that includes operations of food and
beverages and housekeeping.
Main responsibilities  Proper planning and organising
catering, accommodation and all other
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services of hotels.
 Marketing and Promoting hotel
business.
 Accurate maintenance of statistical and
financial records.
 Meet and greet all clients.
 Train, plan, recruit and execute staff.
 Must ensure adhere with laws of
licensing, health and safety law and
other essential rules and regulations.
 Must avail proper security.
 Properly address all issues and provide
solution accordingly.
 Execute sales figures and develop
revenue and market management
tactics.
 Deals with all negative comments and
complaints of customers (Kaushal and
Srivastava, 2021).
 Make sure that events, meetings and
conferences run smoothly.
 Proper planning of work schedules for
whole team or individual member.
 Supervision of maintenance, supplies,
furnishings and renovations.
Key relationship Customer
Staff
Location 205, Orbit mall, London,UK
Hours 40 hours per week
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Probation 6 months
Date prepared February 2021
Person specifications:
Qualification or experience  Graduation is must.
 Qualifications in business or
management, business with languages,
hospitality and hotel management will
do more advantage.
 Relevant qualification and professional
accreditation is required.
 Masters and diploma in hospitality
management.
Knowledge/Skills  Genuine desire to assist and please
others.
 Excellent leadership and organisational
skills.
 Logistics and numeracy skills.
 Professionalism, calm attitude
 Rational approach in difficult situation.
Main personal attributes  Friendly personality.
 Excellent communication skills
particularity when deals with customers
of other language.
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Qualification or experience  Graduation is must.
 Qualifications in business or
management, business with languages,
hospitality and hotel management will
do more advantage.
 Relevant qualification and professional
accreditation is required.
 Masters and diploma in hospitality
management.
 Appealing and well presented
appearance.
 Energetic and enthusiastic.
Job description and person specification for Hotel Supervisor:
Job Title Supervisor
Responsible to Senior Manager of hospitality manager
Job purpose  Assisting hotel manager in controlling,
organizing and directing.
 Ensure first class service and proper
food and beverage offerings.
Main responsibilities  Supervising overall floor during meal
time to ensure that basic standard is
follow and steps of service is met
through guest interactions (Kaushal and
Srivastava, 2021).
 Examine performance and plan
improvement where require.
 Provide assistance in recruiting,
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training, selecting, supervising and
counselling.
 Make sure accurate staffing levels for
overall outlets that is based on business
level.
 Conduct and organize departmental
meetings and communicates important
information to staff member.
 Take rounds and visually monitor
kitchen areas and take corrective action
so that service standards are meet and
make sure maximum food quality.
 Must ensure all standards and processes
of cash handling are met accurately.
 Maintain proper cleanliness on regular
basis.
Key relationship Hotel manager
Staff
Location 205, Orbit mall, London,UK
Hours 45 hours per week
Probation 5 months
Date prepared February,2021
Person specifications:
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Qualification or experience High school English medium and equivalent
required.
Training or experience in related field.
No other professional experience is required.
Certification of CPR.
Preferred first aid training.
Knowledge/Skills  Proper knowledge of food and
beverages outlets that includes service
techniques, interaction with guests,
supervisory aspects etc.
 Able to stand and walk continuously as
to perform essential job functions.
 Able to make interaction with all types
of human being.
 Required 95 percent of walking and
standing at workplace.
 Must meet all government health
requirements (Hofmann and
Stokburger-Sauer, 2017).
 Able to do physical activities that
involve hearing, standing, handling,
grasping, taking, bending, stretching,
pulling and balancing.
 Able to accomplish necessary task on
electronic devices.
 Must have excellent typing speed.
Main personal attributes  All members must maintain neat, clean
clothes.
 Well-groomed appearance.
 Quick leaning ability.
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3: Elaboration of process of performance management in hospitality industry to help company to
identify training requirements, decrease staff turnover and increase promotions.
Performance management define as goal oriented method in which it directed towards
ensuring that all processes of organisation is in place so that it maximizes employees
engagement, productivity of overall team within an organisation. It is consider as vital process in
organisation because it accomplish strategy of organisation in that way that it make sure to
improve and measure value of workforce. Lets discuss more in detail about the process of
performance management:
Select Right People
At Safitel hotel, if it get best or efficient talent then management need to spend less time on
improving their performance. Its start with recruitment process so that they select skilled
candidate and involve continuous efforts in screening. This process includes many important
things like checking criminal status, background checks, motor vehicle, education and all other
background details that are consider legal and appropriate for positions that management is
looking in order to fill positions. Its essential in Safitel to conduct a thorough background check
for its staff member or employers (Frye and et.al 2020). It is a continuous process that starts with
introductory period of employment in which an organisation tried to check whether management
made a good decision or not so that it enhances productivity as workers are able to do their roles
efficiently.
Performance appraisal
Performance objectives and goals set by all employees and supervisors. Those goals can be
short term or long term as per requirement and also address numerous issues. They all must be
specific and quantifiable as much as possible. For example, at Safitel hotel, performance of
employees can be measures by completion of task within define time and at maximum quantity
level. It might be possible that employees require additional training in order to meet aims and
objectives. Hence, it is important that HR department fulfil all training and development
requirement that is needed at workplace. As changes occur at workplace, so its important to
reviewed goals and modified if required with help of employees input. As with help of quality
performance at workplace it helps to recognises and rewards employees so that they rectify their
weaknesses and identify strength (Gordon,and et.al 2019). Company also provide regular
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feedback from supervisor and it assists with ongoing support if needed. As annual formal
appraisals do not allow staff member to examine their progress towards achievement of goal.
Performance appraisal serve many benefits to an organisation. Firstly it allows best appraisal
system in which employees learn about those areas in which they want to excel that
automatically increases their morale and helps to lower down employees turnover. HR manager
appreciate employees behaviour and praise skilled employees at workplace. Employees must
fulfil personality traits like punctuality, attendance, neatness, follow dress code, friendly
behaviour or other essential characteristics that company needed to fulfil all its duties effectively.
Determining all those behaviour of employees will definitely bring positive re-enforcement so
that often makes it easier to make improvement in other area well. Performance management
process must be consistence at workplace.
Accurate Planning
performance management process involve planning process that need to be carried out by
organisations. HR department need to identify goals whether it is short or long term, must
determine main objectives, define job etc. HR lastly determine clear path so that employees will
understand how these objective and goals will be assessed. In this process, management must set
goals in smart way like it need to be specific, measurable and time based and define clear
performance standards. When HR completed with its first stage then employees will be included
and they give input on this material. Employees doing their job and have key information abut
goals and competencies that company require in order to achieve goals. Lastly, HR management
and employees both are agree an satisfy to the definition objectives and goals.
Provides Coaching
Organisation need to consider coaching as it is extremely vital parameters and that should be
done in timely and regular basis. Therefore, if organisation set parameter of its job and roles for
future than next step is begin. Meetings must be conducted on quarterly basis but it is ideal for
company to arrange monthly meetings. Sofitel Hotel provides necessary training, solutions and
coaching to all its employees (Chang and Busser, 2020). All meetings must done in organisation
to provide solutions and coaching opportunities rather than provide severe measures for
monotonous performance. If accountability and coaching in done in negative way then
employees always try to ignore about their hurdles instead being honest about it. Regular
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feedback is important, therefore management able to give and receive genuine feedback and
work with employees.
Reviewing Performance
In this process, it is essential for both management and employees to look into all previous
year work and examine if performance management done well or not. Management include
challenges that are face by employees, are organisational goal met ,will training help employees
in their performance and if feedback is helpful or not.
It is essential to look into other detail like did employees reach their goals and how well they
perform their tasks given to them (Koo and et.al 2020). Now management need to provide and
receive actionable feedback for employees, as a result, area of improvement is determine and
they can enhance future performance.
Taking Action
It is last stage of performance management and that is reward and incentives to all employees.
It is consider a vital tool as employees will find a reason to be motivated. As it is not essential
for Sofitel hotels to only give monetary benefits other reward could be consider that mainly
involve new projects, time off, leadership opportunities and positive recognition.
4: Analyse two existing HR policies and communicate to all employees from organisation.
Human resources policies is as set of guidelines in which an organisation adopts to manage its
employees effectively. Many companies provide guidelines to HR department on various matters
that mainly concern employment and they work on different aspects of HR management for
example, training and development, recruitment and selection, promotion etc. Below paragraph
provide more detail about two main HR policies that company uses:
Surveillance and Monitoring
Manage monitoring workforce and surveillance covers legal and practical implications of
managing and balancing legitimate requirement of an organisation. So that it safeguard its
workplace and protect physical assets with reasonable privacy held by its employees. When an
employer plan to monitor its employees during working hours, therefore process of monitoring
must be carried out in line with subject to written surveillance and monitoring policy. Monitoring
needs to be justified by some advantages that it bring to employer. Sofitel hotel may conduct
some checks on quality and quantity of whatever work produced by its staff for instance,
counting number of calls on weekly basis (Smit and Montag‐Smit, 2018). However, such
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performance monitoring is basically different to checks on employees behaviour with electronic
and automated means that may involve CCTV cameras and interception of email.
Employees must have some legitimate expectations to hold some degree of privacy at work and
also keep their personal lives private. If there will be any serious impact on such expectations as
a result of monitoring than it should be fully defended. Therefore employers must provide formal
or informal assessment to assist them and decide how to perform monitoring. Employers must
follow good practices and that mostly includes, bring clarity about propose of monitoring.
Employers are satisfied that specific method they choose is justified by advantages, also make
sure that all gathered information should not be used for any other purpose and keep a minimum
access to the information that is generated with help of monitoring process. Organisation also
ensure corrective measures if any information have an adverse effect on any person, in that case
employees also given opportunity to look into information and develop representation before any
action is taken.
However, surveillance practices can be consider as controversial and may discouraged
employees, but there are several reason for companies that it conduct monitoring for example, to
check employees productivity, ensure safety of employees and provide protection against
unforeseen accidents and thefts. There are several tools that helps companies to conduct
monitoring like usage of internet. If surveillance tools are effectively put in place in Sofitel hotel
than it increases productivity and lower down risk. While conducting monitoring or surveillance
procedures, company can takes help and seek inputs from other department when needed. For
instance, Sofitel hotel may include IT department so that it cover technical aspects of
surveillance and monitoring policies. Employees monitoring is important in company as it
provides utmost protection and if those policies are not accurately implemented then leader or
manager may face some serious legal issues.
Stress Management
An individual feel stressed when pain is developed in its self occurring thoughts. Stress may
vary as per situations and environment at workplace. In an organisation, employees become
stressed out when there duties expects more accurate results as compare to what employees
actual capable of doing and achieving (Amrutha and Geetha, 2020). In many organisation, it
expect from worker that they deliver maximum inputs irrespective of their skills and abilities.
There are few examples that causes stress at workplace that involve harassment, unclear
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objectives and roles and undefined job duties and responsibilities. Lack of stress management in
companies can bring employees turnover and illness and additionally when an employee show
underperformance at work. Therefore, in order to deal with such issues and prevent stress in staff
members, it's important to take practical actions. As all these measures will definitely bring
advantages to stressed workers and upgrades scope for development of organisation.
Executing programmes for wellness programmes at workplace will bring positive changes in
organisation. Human Resource Management must take initiative to conduct such programs as
these program help worker's lives by reducing stress level at home and work. These programs
includes employees assistance programs, EAPs, conduct workshops that make effective work
management and fitness and exercise session must be done on daily basis. Further, other
activities for managing stress that specifically involve flexible work arrangements. As with
proper implementing such measures brings ease in work. Sofiltel Hotel need to provide flexible
working hours on weekly basis, telecommuting, job-sharing and schedules for part time.
Organisations can provide flexible schedules to its employees as most of them are more
productive at home instead at office premises. Such measures will assist workforce to maintain
there work life balance and become another important way of decreasing stress (Azeez, 2017).
Human resource team plays important role to bridge gap between stressed employees and
management. Hence, HR managers also act as a project manager for efficiently handling stress
management at workplace. This process is done with the help of proper planning, organising and
outsourcing feedback to management. Further, organisation may have particular policies in terms
of executing necessary procedures to health and safety towards stress management.
CONCLUSION
To conclude, above report explained about various problems and challenges that HRM faces in
managing activities at hospitality industries. It may face challenge in technology as it frequently
changes and company need to cope up with changing trends. Hospitality sector also need to fulfil
its clients demand. Further, report elaborated and design various job description and its personal
specifications for example, catering manager, hotel manager and supervisor of hotels and how
they perform their duties and responsibilities so that they meet all requirement of customers.
Later, report elaborated about brief about processes of performance management that helps
organisation to enhance its productivity and profitability. Lastly, HR policies are described that
helps an organisation to overcome challenges that occur in future and bring great opportunities.
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REFERENCES
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Azeez, S.A., 2017. Human resource management practices and employee retention: A review of
literature. Journal of Economics, Management and Trade. pp.1-10.
Baum, T., 2018. Sustainable human resource management as a driver in tourism policy and
planning: a serious sin of omission?. Journal of Sustainable Tourism. 26(6). pp.873-
889.
Bharwani, S. and Talib, P., 2017. Competencies of hotel general managers: a conceptual
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Chang, W. and Busser, J.A., 2020. Hospitality career retention: the role of contextual factors and
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Frye, W.D., and et.al 2020. What factors influence Generation Y’s employee retention in the
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Kaushal, V. and Srivastava, S., 2021. Hospitality and tourism industry amid COVID-19
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Koo, B., and et.al 2020. Relationships among emotional and material rewards, job satisfaction,
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Smit, B.W. and Montag‐Smit, T., 2018. The role of pay secrecy policies and employee secrecy
preferences in shaping job attitudes. Human Resource Management Journal.28(2).
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Yusoff, Y.M.,and et.al 2020. Linking green human resource management practices to
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Online -
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Issues Related to Human Resource Management in the Hospitality Sector
2021.Available through.<https://www.managementstudyguide.com/human-resource-
management-in-hospitality-sector.htm>
Barot.S,2021.Available through.<https://vylogue.com/opinion/140/The-current-HR-Issues-
Faced-by-Hospitality-Industry-in-Recent-Times>
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