HRM in Service Industry: Functions, Roles, and Organizational Chart

This report analyzes Human Resource Management (HRM) within the context of the Royal Holiday Hotel, a new 4-star hotel. It begins by exploring the functions and roles of the HRM department, emphasizing its importance in assigning duties, planning workforce needs, and improving employee performance. The report recommends an organizational chart with a top-down structure, justifying its benefits for coordination, decision-making, and performance analysis. It then differentiates between job descriptions and person specifications, outlining the factors an HR manager must consider. The report also discusses different selection processes in service industries, comparing healthcare and hotel recruitment methods. Finally, it presents notes and a debate regarding the need for training and development, arguing that if the right candidates are selected initially, training might be less crucial. The report concludes with a summary of employment laws relevant to HRM.

HUMAN RESOURCE
MANAGEMENT IN SERVICE
INDUSTRY

CONTENTS
INTRODUCTION...........................................................................................................................1
Part 1 (LO1).....................................................................................................................................1
1. Function & role HR department plays in effective management of the hotel.........................1
2. Recommended organisational chart and justification..............................................................2
Part 2 (LO3).....................................................................................................................................3
1. Discussion................................................................................................................................3
2. Summary..................................................................................................................................5
Part 3 (LO4).....................................................................................................................................6
1. Notes........................................................................................................................................6
2. Debate in against of the statement...........................................................................................6
3. Summary..................................................................................................................................7
Part 4 (LO2).....................................................................................................................................7
Employment law..........................................................................................................................8
CONCLUSION................................................................................................................................9
REFERENCES..............................................................................................................................10

INTRODUCTION
Human resource management plays a vital role within a business or organisation as
employees and staff members working at a workplace are assigned with different duties and
responsibilities which needs to be performed in an effective way (Amarakoon, Weerawardena
and Verreynne, 2018). Furthermore, various techniques are utilized by organisation in order to
increase level of motivation among the employees and later this assist in development tool for
the business. Significant of using HRM within service industry is rising at a high pace where
hospitality business and hotels are trying hard to manage staff members easily. In addition to this
there are various employment laws which are employed influencing management of human
resources & it is essential for organisations to comply with such laws for its benefits. In the
present study Royal Holiday hotel is selected which a brand new 4 star hotel with 400 rooms is
providing luxurious accommodation and other hospitality services such as spa, gym, etc. The
report will cover various tasks focusing on human resource management to develop a strong
workforce for the upcoming hotel.
Part 1 (LO1)
1. Function & role Human resource management plays.
Human resource management (HRM) will play an essential role in Royal Holiday hotel,
with the help of HRM the firm can effectively manage to carry out each and every operation. The
management of human resources is important as it help to assign duties and responsibilities to
employees so that they can work for the growth of the hotel. HRM includes development of plan
and strategies related to human resources, it assists Royal Holiday hotel in planning of workforce
needed to carry out all the essential business activities or operations. It is very important to
perform all the operations within the hotel for satisfy the needs of guests and offer then the best
services. Human resource management also helps an organisation to assign proper duties and
responsibilities among the employees so that the hotel can achieve its goals & performance
easily (Huselid, 2018). Further, HRM will also be responsible for forecasting the need or demand
of workforce in future within the organisation. The human resource management analyze
requirement of employees within a hotel and identify the best way to recruit skilled individuals
to perform various tasks as and when needed. In addition to this, HRM also plays an important
role in improving employees' performance by identifying the training needs as well as
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conducting development programs to reinforce knowledge & skills of the workforce. Human
resource management in Royal Holiday hotel will also assist in boosting the overall performance
of the firm by creating a highly motivated workforce. Apart from all these functions another
main role of human resource management is to monitor each and every activity being performed
by employees within the hotel. It also help to identify which areas among the workforce needs
improvement
2. Recommended organisational chart and justification.
Figure 1: Organisation's chart
The above illustration must be the organisational chart for Royal Holiday hotel. This
structure is recommended for the hotel as its using top to bottom approach that assist in
maintaining coordination and cooperation within an organization (Wang and Canel, 2018). The
duties will be assigned according to the level of skills employees possess. The various
department needs to be controlled and managed by different head of departments. Each
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department should have sub-departments so that operations in each department can be carried out
effectively by most skilled employees. There are different functions and areas within a hotel, in
order to carry out each function in the best manner segregating the business operations is very
beneficial for better performance and it also helps in reducing errors. Organizational structure
plays a major role in success or failure of each and every organization. The top to bottom
approach or structure helps in developing a hierarchy within the organization that is very useful
for Royal Holiday Hotel. There are a lot of services offered by this 4 star hotel, therefore it is
very essential to ensure all these services are being provided in the best way possible to increase
guest satisfaction. The top down structure assist in making quick decisions that also enhances the
efficiency of the decision making process. This approach will also help in aligning the
departmental goals with the organizational strategic goals as the directions given directly by the
upper management. On the other hand, complexities in the business processes or various
department of the hotel can also be avoided easily with the help of this organizational structure.
Moreover, performance analysis can be done in an effective way as all the departments and
employees are divided into different parts or areas within the organizations. Therefore, it
becomes easy for the management to analyze individual performance of every employee working
in the organization.
Part 2 (LO3)
1. Discussion
1. Different between Job description and Person specification
There are two major elements in HR while recruiting or managing workforce in to assign
proper roles and responsibilities to the most appropriate or deserving candidate. These elements
are Person specification and Job description. Both of them are a bit similar but also have a lot of
differences. Person specification - the main role of person specification is providing information
regarding the type of individual needed in the organisation for a duty. This includes
characteristics, personality and qualifications (Fransen, 2019). The person specification also
comprises skills, experience, knowledge, interests. It assists the hr manager or organisation to
identify major strengths and weaknesses in an individual. Person specification refers to a list of
skills an employer develop to make sure people having required skills and abilities are only
applying for a particular job. On the other hand Job specification is used for providing details
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and information about a specific job in an organisation. It includes the requirement of a particular
job such as roles, duties and purpose. Job description is basically developed for informing
applicant about the job itself.
2. Factors a Human resource Manager need to know about a job while creating job
description or personal specification
In order to create job description or person specification I as an HR manager needs to know
various elements and factors so that perfect candidate can be recruited. These factors include
proper knowledge of the job role, duties and responsibilities related to the same. The salary for
that particular job profile, and other details related to the job. HR manager also needs to know
about the employment laws and policies related to job (Armstrong, 2018). In order to prepare job
description or person specification HR manager should be aware of minimum skills or
qualifications required by an individual for a specific job role or profile within the organisation
3. Different selection process in service industries
The procedure of selection within companies or businesses starts from the enrolment plan.
Recruitment practice in the company or firm may include huge cost for business or organisation
still by selecting perfect candidates for an appropriate type of job at the best time can save a lot
of cost for the organisations (Hassan, 2019).
Selection method in health-care service businesses within a competitive market is conducted
with a lengthy process, first of all the candidates or applicants are invited for the vacant positions
to show their interest by submitting their CV's on sites or by visiting the company itself. During
this time period they are called for interviews. And then point personal interview is conducted by
the members of the board & it can be conducted in two parts. The first part is screening of the
candidate or in this phase candidates are asked about their general information by the board
members, the next phase can be personal detailed interview. The second phase of personal
interview is conducted along side to identify detailed data or information related to the
candidates. Once the personal interview is done psychometric test is also taken and at the time
when candidate explains each of these tests it is clear that they are called up for the group
discussion within cooperative health care organisations. After group discussion candidates go
through reference check, at last they become the part of the company. After this recruitment
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procedure the selected workers are moved towards training & development sessions to develop
their abilities.
Although, the selection practice in the hotelier organisation begin when workers are called up for
the vacant job positions or vacancies. Representatives can forward CV or resume on the hotel’s
website or offline. Once screening process is completed for all the candidates, organisation
selects the candidates with slightest criterion that vary like indicated by the obligation in the
hotels. After completing the screening test, candidates are asked to visit the company to give
final interview. The personal interview is again conducted in two stages, the first stage involved
basic introduction and enquiry related to the aptitudes and personal abilities of the candidates.
On the other hand second phase of the interview includes a detailed interview which is taken by
board members. In this stage interviewees inspect all the criteria required for the job. After this
telephonic interviews are also conducted by the human resource management to analyse the
communication skills of the candidates. In addition to this various situational and aptitude test
are taken for providing detailed skills and knowledge information of the candidates. After all
these tests, candidates go through reference check. Lastly, offer letter or job letter is iven to the
selected candidates and after that they are included within the workforce of the organisation.
They further put their efforts for achieving business targets& goals,.
2. Summary
The discussion concluded that there are many essential elements which are used by HRM
in an organisation to recruit skilled employees within an organisation. The discussion defined
that job description and person specification have some differences and some similarities. Such
as job description give information related the job profile whereas person specification
demonstrate information about skills and attributes required in an candidate to apply for a job.
The similarity between the two is that both are developed with respect to a single job profile, and
are important for the recruitment process (Dubey, 2018). The discussion also highlighted that
selection process of employees are different in various service industries. For example -
Healthcare organisations require candidates to apply online for jobs and then in depth interview
is taken by the panel conducted in to forms. In hotel industry candidates are called up for vacant
position in the hotel. The candidates are allowed to submit their resume on the website of the
hotels as well as offline. The selected candidates then go through screening process. The
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discussion summarized essential requirements for conducting the recruitment process in the
organisation within service industries. These elements play a vital role in developing a strong
workforce within service industry that assists in achieving organisational goals & objectives.
Part 3 (LO4)
Topic statement for debate – “If the right caliber of people are selected and recruited in the first
place, there would be no need for any training and development activities in a hotel”
1. Notes
In support of the statement - The topic of the debate states that if the right and caliber
candidates are recruited than there would be no requirement of training & development program
in the hotel. This statement is highly valid as it is obvious that training & development is
requiring for employees who are not skilled and need improvement (Brinkley-Etzkorn, 2018).
Training is provided to employees for developing and improving their skills and knowledge to
perform the assigned duties or responsibility effectively. If the organisation focuses on recruiting
experienced candidates with appropriate skills and knowledge they won’t need training for
developing the same. HR manager can create person specification mentioning minimum
experience in a job profile which will attract only experienced candidates already aware and
trained for performing the duties or job responsibilities. Hence, the statement can be agreed to be
valid.
Opposing the statement - The statement states that if hotels recruit caliber people than there
will be no need of training programs. This statement is not valid and does not make any sense in
the real and competitive world. Hiring skills and caliber candidates can be beneficial for the
organisation but the truth is nobody is perfect and caliber enough to perform effectively with the
same sets of skills, knowledge and experience.
2. Debate in against of the statement
Training and development plays a major role in every organisation. Even experienced
candidates needs to improve their knowledge and skills for performing specific tasks or
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activities. Various hotels use different methods and technologies for carrying out business
operations. The candidates who are experienced also requires training regarding the operations
they need to carry out in a particular hotel they are hired in. There are a lot of changes in internal
and external environment affecting an organisation. Every individual needs to learn new things
to carry out business operations. Changing business techniques, development of technologies etc
needs to develop new skills which requires training programs in hotels and other businesses.
3. Summary
Training and development activities make a great contribution towards successful operations
within a hotel. These programs can help to increase the efficiency of the work within a hotel. The
various contributions of training & development programs can be discussed as below –
 Increased level of job satisfaction - The traininig programs conducted in hotels help
employees to understand the exposure of their jobs which in turn motivate them to
perform better and enhance their job satisfaction. It assists to improve overall
performance of the hotel.
 Train employees to perform better in critical circumstances -Training and development
activities also assist employees to analyse and resolve workplace issues and problems. It
helps then to perform better whenever any critical situation arises in the hotel.
 Increasing self confidence - Another contribution of training and development activities
towards improved organisational performance is increased self confidence among the
employees. After being a part of training program employees improve their skills and
knowledge which leads to enhanced confidence and it positively affects their
performance.
 Increased capacity of adapting new technologies – Training and development program
also helps in increasing employees’ abilities to adapt new technologies used in the
organizations. It makes it easy for organizations to bring innovation in the business
operations.
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Part 4 (LO2)
There are various employment laws and regulations which are developed and
implemented by the government in order to protect the rights of employees as well as employer
(Hodges, 2018). These laws also assist in reaching to conclusions at the time of conflict
situations within organisations. The various employment laws include Wages act, Sex
discrimination act, Unfair dismissal, Pay discrimination etc.
Employment law
1. The issue raised in first case related to restaurant supervisor was regarding pay or
compensation discrimination (Tryfonidou, 2018). A female employee blames the
management of the hotel for giving less pay to her in comparison to a male employee
working on same job title. This case would be valid if the female employee inspected
each and every aspect before putting the blame and raising this issue. As a member of
management team I identified that the reason for different pay scales of male and female
employees was the seniority level and experience. Management of hotel had a meeting
with Union manager; the reason for differentiation in pay was explained to Union
manager. The male employee has 4 years experience in supervising restaurant whereas
the female employee has only 2 years of experience. The Union manager understood the
point and accepted the mistake. But still after bargaining Union manager convinced us for
not firing her. The issue was resolved by keeping the female employee in the hotel on the
same pay. She also apologized for her misperception.
2. The second issue raised with the room attendant was regarding sexual discrimination at a
workplace (Gutek, 2018). Room attendant blamed hotel management for not promoting
him because of his sexual preferences. He was very sure that just because of his
homosexuality he was not promoted in the hotel. Employees planned to sue the company
for unfair discrimination. The employee complained to Union, as a union manager I
arranged a meeting with the management of the hotel. The hotel manager was already
feeling very guilty about doing this unfair practice in the hotel. As a Union manager I
informed the hotel manager about employees’ decision to sue the company. Hotel
manager accepted his mistake and apologies for the same. He asked to give a chance for
resolving the issue. He insisted the room attendant to rejoin the hotel with a new job
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profile of senior room attendant and higher salary. After a long discussion employees
were satisfied with the offer and ended the strike.ng the female employee in the hotel on
the same pay. She also apologized for her misperception.
CONCLUSION
The above report concluded that Human resource management plays a vital role in each
and every organisation or business. HRM helps organisations to effectively manage to carry out
each and every operation & role. The study also determined that HR department helps to manage
the performance of hotel and other organisations in service industry. The report also included
recommended organisational chart for Royal Holiday Hotel and justification of choosing the top-
down organisational design. The present study also identified that there are two major elements
in HR while recruiting or managing workforce in to assign proper roles and responsibilities to
the most appropriate or deserving candidate. These elements are Person specification and Job
description. In addition to this factors a Human resource Manager need to know about a job
while creating job description or personal specification are also discussed in this report. In
addition to this contribution o training programs such s increasing self confidence, capacity of
adapting new technology etc are discussed in this study. At last the report also included a debate
which stated that experienced candidates’ also need trainings to improve their knowledge and
skills for performing specific tasks or activities.
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REFERENCES
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Education, 38, pp.28-35.
Dubey, B., (2018). A Study of Recruitment Process adopted in Industries with reference to
MIDC. International Journal of Research, 5(13), pp.1-4.
Fransen, K., Boussauw, K., Deruyter, G. and De Maeyer, P., (2019). The relationship between
transport disadvantage and employability: Predicting long-term unemployment based on job
seekers’ access to suitable job openings in Flanders, Belgium. Transportation Research Part A:
Policy and Practice, 125, pp.268-279.
Gutek, B.A., (2018). Sex and the workplace (p. 46). San Francisco: Jossey-Bass.
Hassan, M., (2019). Recruitment and selection processes of Meghna Group of Industries Ltd.
Hodges, A.C., (2018). Principles of employment law.
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special issue. Human Resource Management, 57(3), pp.679-684.
Tryfonidou, A., (2018). Book Review: Reverse Discrimination in the European Union: A
Recurring Balancing Act, by Valérie Verbist,(Cambridge: Intersentia, 2017). Common Market
Law Review, 55(1), pp.306-309.
Wang, Y., Liu, Y. and Canel, C., (2018). Process coordination, project attributes and project
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Management, 36(7), pp.980-991.
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