Human Resource Management Report: InterContinental Hotel

This report provides a comprehensive analysis of Human Resource Management (HRM) practices within InterContinental Hotels & Resorts. It begins with an introduction to HRM and the specific context of InterContinental Hotels, followed by an examination of contemporary challenges and emerging trends in the hospitality industry, drawing on various articles to highlight issues such as compliance, management changes, workforce training, and adapting to innovation. The report then presents job descriptions and person specifications for both HR Manager and Marketing Manager roles within the hotel. Furthermore, it explores the performance management process, focusing on how it operates within the hospitality sector. The report also analyzes the positive and negative impacts of HR policies and practices within InterContinental Hotel, offering insights into the organization's strategies. Finally, the report concludes with a summary of the key findings and a list of references.

Human Resource Management

Table of Contents
INTRODUCTION ..........................................................................................................................3
MAIN BODY ..................................................................................................................................3
Answer 1 – Challenges and emerging trends in HR ..................................................................3
Answer -2 Job description and person specification...................................................................6
Answer -3 Process of performance management within hospitality industry..........................20
Answer -4 Analyse of policies and practices of organisation .................................................22
CONCLUSION..............................................................................................................................25
REFERENCES..............................................................................................................................26

INTRODUCTION
HRM is function performed in organisation for effective use of people to achieve goals
and objectives of organisation.
In the present report Inter Continental Hotel and Resorts is being taken which was
founded on April 4, 1946 by Juan Trippe. Its headquarters are in Denham, Buckinghamshire,
United Kingdom. It is a luxury hotel and having 213 hotels and resorts across the world. Key
people of hotel is Keith Barr, CEO. The revenue of Inter Continental Hotel is $ 4.627 billion in
the year 2019. There were 210 inter continental hotels which covers 71,045 rooms worldwide.
In the report contemporary issues in HRM are discussed like, management changes,
compliance with rules and regulations, leadership development, compensation, training and
development and emerging trends in HRM in hospitality industry are, using technology to recruit
the best candidate, managing information about employees, automating routine task. Job
description and person specification from range of management positions are designed. Further,
positive and negative impacts of HR policies and practices in Inter continental hotel.
MAIN BODY
Answer 1 – Challenges and emerging trends in HR
Article 1- Challenges for the global hospitality industry: an HR perspective
In this article various challenges were discussed which creates competition in market. In
hospitality industry day by day competition is increasing so organisations should make changes
in their polices to maintain its position in market and build good image. From this article I have
analysed that to earn profit and attract more customer innovation should be done. There are many
new competitors who want to enter into market.
Article 2- The Impact of Globalisation on Strategic Human Resources Management
In this article impact of globalisation is described and how new emerging trends and technology
are coming in market. All people are treated equally. I have analysed that men and women both

are working and there is no discrimination. It is an emerging trend to follow latest trends and
attract more customers.
Article 3- The pursuit of HR outsourcing in an emerging economy: The effects of HRM strategy
on HR labour costs
From this article I have analysed that to reduce labour cost plans are made by managers and use
technology . They invest money in recruiting new and talented people and on the job training is
provided to employees for effective outcomes.
From the above articles I have analysed that as competition is increasing day by day so it
is difficult for an organisation to survive in the market. Company should make necessary
changes or improvements in strategies and policies to perform better than competitors. In
hospitality industry focus is on attracting new customers and satisfying them. There are lot of
ways to attract guest like, interior of hotel, facilities provided, behaviour of staff members
towards customers. I have analysed that employees should work effectively and contribute in
achieving organisational goal. Contemporary issues refers to problems that is affecting people
and that are not resolve. As I was working as an intern in Inter Continental Hotel I face some
challenges that are:
Compliance with laws and regulation: As employment law keeps on changing in
sometime it is difficult for HRM to make improvements. In Inter Continental hotel I had made
changes in rules and regulations as per the guidelines given by law. I made few changes in
policies for smooth running of business. I have analysed that laws and regulations are important
for employee and employer satisfaction.
Management changes : As in today' s world there are new strategies, policies and
business is growing fast. I have noticed that changes are essential to compete with competitors.
In inter continental hotel it was difficult to adopt changes but I manage all activities by
communicating more with staff members and convey them benefits of management changes. For
conveying message meetings should be done daily and make them understand importance of
changes (Sundiman, 2017).

Workforce training and development : I have analysed that training is essential
because in different companies working styles are different so, employees need training. In inter
continental hotel as I was doing internship in HR so it was my duty to provide good training to
staff members. Training requires lot of money and time. I recruit senior managers for sharing
their experience and provide training to employees. I also arrange online training during covid-
19 for staff members so that they can learn some techniques to work better and good services can
be provided to customers.
Adapting to innovation : I have noticed that due to rapid change in technology,
organisations are making innovation to survive in market. In hospitality industry there are new
ways to attract customers and interiors of hotel is changed, more facilities are provided to guest.
As an HR manager I make changes in communication style of organisation and structure, new
ways were adopted to attract more customers, set clear goals that are to be achieved, new training
methods are used like on the job training is provided, coaching is given.
Compensation : To satisfy employees and organisation proper salary structure is made
and I manage all payroll, overtime and also made a system regarding how rewards are given to
staff, when to give bonus and how much. Daily performance will be measured and on the basis
of that salary will be given (Stewart and Brown, 2019). In inter continental hotel I prepare a
sheet in which I mention salary details of every member and all the rules and policies are shared
with employees regarding bonuses, increments, profit sharing.
Recruiting talented employees : For any organisation recruiting new and talented
employee involves huge investment of money and time because it is not easy to select new
candidate. In inter continental hotel I recruit and select appropriate candidate for finance
department. I followed proper procedure for recruitment and selection process. I give
advertisement for vacancy then from applied candidates select appropriate person for vacant job.
Further, interview is being conducted of selected candidates and choose the best employee for
hotel.
Emerging trends in HR
On the job training

In today's fast growing world I notice that employees need training for improving their
performance and new candidates require training for learning new techniques and to make them
familiar with environment, culture and people of organisation (Santana and Lopez‐Cabrales,
2019). I noticed that continuous training and development programmes are required to improve
skills of workers, make staff members familiar with culture of organisation. Due to covid-19
online training is provided to staff so they can work better. I convey information to employees by
messaging them time for online training. Regular mentoring is done by me and instructions are
provided how to improve performance, good work is appreciated by giving benefits.
Artificial intelligence in recruitment
Artificial intelligence provides solutions for innovations in organisations. This can be
used by companies in recruiting and selecting process. There are many advantages of artificial
intelligence as it saves time of mangers, fast candidate screening is done and help in choosing the
best candidate for organisation. I have to hire employees for my hotel for that I will use artificial
intelligence because it will help me in choosing appropriate candidate from large pool of
applicants and provides quality hiring (Pak and et.al, 2019).
Data analytics transforming HR
Data analytics techniques is used by HR professionals to attract new and talented
candidates and to retain them. In future there will be more possibilities to identify trends on
employee absenteeism, turnover rate, engagement level and leave frequency. I am using best
recruiting practices for selecting talented candidate, increasing employee satisfaction by
motivating them or giving them benefits, improving talent development, more engagement of
employees in decision making. I give my best to retain employees and satisfy them and try to
identify reasons why workers are taking frequent leave. To reduce employee turnover some steps
are taken to make members happy. There are two types of functions that are performed by HRM
i.e., managerial and operational. Managerial function includes planning, organizing, staffing,
directing and controlling. Operational functions includes recruitment, selection, placement,
induction, training, employee relations.
Answer -2 Job description and person specification

Company Inter continental hotel
Post HR manager
Location United Kingdom
Report to CEO
Qualification MBA In field of HR, bachelor degree
inhospitality, strong understanding of hotel
management practices, data entry software,
experience of 2-3 years.
Responsibilities Recruitment and selection process, training
and development of employees, payroll,
benefits and coordinating administrative
functions of organisation.

Title of the job HR manager
Qualification required Essential Desirable Met
Completed MBA
in HR ,
knowledge about
hotel
management
practices,
leadership
abilities ,
attention to
details.
Yes
Need of Experience
Require 2-3 years
experience
Yes
Personal characteristics
& conduct
 Excellent
communication
skills.
 Ability to view
issues objectively.
 Ability to handle
complex
problems.
 Comfort with
ambiguity.
 Motivational and
leadership skills
are required to
influence
employees and
customer.
 Good
interpersonal
YES

skills are required
for interacting
with different
type of guest.
 Research and
adaptability skills
are required to
make strategies.
 Excellent
customer
services.
 Great decision
making skills .
 Know other
languages to
interact with
guest.
 Should use clear
words and
fluency in
English.
Roles and
Responsibilities
 Managing
company staff
and coordinating
with employees.
 Determining
suitable salaries
and remuneration
of workers.
 Providing system
for payroll
requirements.
YES

 Provide training
to new employees
and development
training programs
for workers who
need to improve
their
performance.
 Recruitment and
selection.
 Setting goals for
members.
 Effective
performance
evaluation.
 Making rules and
policies for
employee benefit.
 Oversee other
departments
including
receptionist,
kitchen staff,
housekeeping
staff and other
employees.
 Monitor
employee
performance and

conduct regular
inspection to
improve customer
satisfaction.
 Collect payments
and maintain
records.
 Give instructions
for arrangement
for welcome of
guest.
 Resolve issues of
employees
regarding policies
and rules of
hotels.
 Organise all the
activities
properly.
 Assign
responsibilities to
employees.
 Coordinate with
external parties
such as, suppliers,
travel agencies,
event planners.
 Ensure health and
safety of guest as

well as staff
members.
 Setting budgets,
goals, objectives
and assigning
funds to various
departments.
 Plan and
implement daily
operations of
hotel.
 Manage daily
expenses of hotel
and maintain
records.
 Check regularly
and manage
inventory in
hotel.
 Build strong
relations with
guests and
visitors.
 Determine key
performance
indicator.
 Manage and
proper schedule
of shifts of