Analysis of HRM Issues and Trends in the Hospitality Sector Report

This report provides a comprehensive analysis of human resource management (HRM) issues and trends within the hospitality industry. It begins with an introduction to HRM and its vital role in organizational success, particularly focusing on Hotel Intercontinental. The report then delves into contemporary issues and emerging trends, such as cross-cultural challenges, leadership development, and adapting to innovation. It critically evaluates HRM practices, emphasizing employee empowerment, human relations management, and leadership. The report also examines the design of job descriptions, person specifications, and performance appraisal methods. Furthermore, it discusses approaches to performance management and people development, aligning them with recognized best practices. The report concludes with reflections on the understanding of HRM criteria and the importance of employee welfare, workforce relations, and leadership in addressing challenges and driving success within the hospitality sector. The report also includes references to books and journals used in the research.

Issues in Human
Resource
Management

Table of Contents
INTRODUCTION ..........................................................................................................................3
MAIN BODY...................................................................................................................................3
TASK 1 ..........................................................................................................................................3
Contemporary issues and emerging trends associated with Human Resource Management in
the Hospitality Industry ..............................................................................................................3
TASK 2............................................................................................................................................8
Design job descriptions, person specifications, performance appraisal methods and criteria to
evaluate the performance of individuals. ...................................................................................8
TASK3...........................................................................................................................................11
Critically evaluate approaches to performance management and people development in line
with recognised best practice ...................................................................................................11
TASK 4..........................................................................................................................................13
Present information and communicate effectively in a wide range of situations. ...................13
CONCLUSION .............................................................................................................................14
REFERNCES:................................................................................................................................16
Books and Journals:..................................................................................................................16

INTRODUCTION
Human resource management play a vital function into organisation. Employees are doer of
companies potential growth though which all work get managed and completed for gaining
highest revenue into market. As these employees gives their immense efforts, organisation must
ensure to provide equal efforts in return by making their welfare, providing good pays,
opportunities to grow, and reliable assistance for their retention. Here human resource manager
play its crucial rule in taking the decisions regarding mangling workforce. Hotel intercontinental
is the biggest hotel tenure into United Kingdom. It was first operated in 1946 in Denham
(Bianchi, Bovaird, and Loeffler, 2017). The hotel has the largest group operating 213 hotel
around the world with inbuilt rooms in number 71,045. it is one of the highest and most scattered
hotel around the globe which provide five star facilities in the form of resorts, hotel, tourist
destination, accommodation, bars and clubs. due to being the most regulated group of hotel, it
has annual turnover of $4.627 billion with highly skilled professional under management.
There are large operations and management within Hotel, for this instance, this report is
going to evaluate the most faced issues and practices of human resource management by making
the effective use of workforce for gaining market opportunities and competence into national and
international level (Hirsch, Parag, and Guerrero, 2018). Therefore, role of HR manager In
identifying trends and recruitment process would be come out with the end off this report.
MAIN BODY
TASK 1
Contemporary issues and emerging trends associated with Human Resource Management in the
Hospitality Industry
What is the concept of HRM
human resource management is a function of getting employees and their skills taken
into consideration for the use of organisation success. It is mainly the process of using
appropriate human resource with its fuller utilisation in performing organisation functions. The
main criteria of human resource management is to develop an effective management in which
employees work, get motivated and empowered for achieving organisations objectives and
goals. It is basically a function to motivate employees, enhance their abilities, encourage them to
work hard by providing relevant appraisal, compensation and good pay.

Functions of HRM:
There are various functions of human resource management which encountered to effectively
make plans and procedure. These functions are essential for HR manager to undertake their role
and responsibility towards functioning. The functions helps human resource manager in taking
declensions regarding workforce management. There are several function that manger of
Intercontinental perform are described below:
 Human resource planning: it is the first vital function of a manager to identify the
actual need to manpower as per the work requirement in different departments. Planning
the actual needs will be beneficial in providing vacancies with specific job roles.
 Recruitment and selection: After making plans for requirement of workforce, there
comes a work to recruit and select the best candidate for the job role(Ibragimov, and
Durmanov, 2017). It is the main criteria of HR manager to make the best choice among
number of interested candidates by analysing their skills and suitability.
 Rewards: HR manager is entitled to give rewards and appraisal for the hard work done
by employees. These rewards work as a motivation for maintaining future efficiency of
employees. Rewards can be any form of gift, money support, compensation and
promotions.
Challenges faced by human resource management
In hospitality industry, hotel intercontinental face various challenges in retaining employees for
longer time due to various factors that affect the whole industry, employees have different
capabilities, mindset and knowledge that makes them indifferent in working. Some are more
effective and genuine towards their work but some are less reliable that require effective learning
and training within the organisation(Kaushal, and Srivastava, 2021). There are number of trends
and challenges faced by human resource management into emerging market that are described
below:
Cross-cultural issues:
cultural issues are the biggest one in managing employees belongs to different religion,
language and community. Hospitality industry running into worldwide nations where they
interact with different employee, clients and personalities. In order to make them grow into new
market at new location. The cultural gap must be eliminate from the organisation. As these
cultural gaps stop the growth of organisation in terms of providing services, understanding in

customers issues, manage functions properly. There need to bridge communication gap that
hotel industry suffer while moving to new place and attending foreign guests. In context with
hotel intercontinental, as they served global areas, employees are working belongs from different
countries having different languages(Kucęba, and Chmielarz, 2018). So that, they face
difficulties in understanding clients problem, working with different teams, managing
interpersonal relations and cope up with business uncertainties. However, providing effective
training makes the employees multilingual in order to overcome with these issues. Here HR
manager needs to eliminate cultural gap by bridges gaps of communication and understanding.
Leadership development:
In today's world, there are a lot of organisation who work on low basis where they did
not require number of employees and regulate their functions with less people so that efforts
would neglect on providing guidance and training. Whereas in large organisation like hospitality
industry where services are produced and provided by number of employee that leading and
guiding is required for working into appropriate manner. giving effective guidance and selecting
best leaders for it is also a major issue into hospitality sector, as the work require own skills and
communication for example, attending clients problems, provide them relevant stays as per their
wants, packages and food offerings are all based on clients presentation(Li, and Holsapple,
2018). So that, leadership into this industry in not the matter of one person but it contain group
of individuals from different departments. In order to provide leadership in intercontinental hotel,
they follow top to low authority management, where employees get the guidance from top
mangers and senior so that no confusion will Create among decision making.
Adapting innovation:
innovation is the most essential factor which require in every industry where there is aim
to achieve long life to the businesses. Innovation is the only factor through which organisation
could work as per the market and new trends. As the technological advancement take rapid
growth into leading market, which come up with machinery, exposure and different working
equipment. Hospitality industry have wider and flexible working criteria, where they face
difficulties In taking this innovating at fast rate. This is because employees could not get aware
about its use and take time to adapt into daily working. There should be involvement of
expertise advice and training to make employee familiar with new and innovative techniques for

working into less time. HR manager needs to adopt effective methods to provide relevant use of
new and change into hotel though which employees will enhance skills and efficiency.
Critically evaluate Human Resources Management practices against emerging trends.
Human resource manager is emerging with various trends into market according to
hospitality industry. Every business needs to adopt global changes to work with the market
preference dynamic environment. There should be evaluation of various HR practices that
makes possible in finding positive and negative outcomes from their functioning. HRM practices
plays important role in defining these trends into market and adapt same into working operation's
of hotel. Intercontinental hotel evaluate various practices which are beneficial for enhancing
employees engagement for overcoming the issues involved in HRM function.
Empowerment of employees: The major practice of HR practices is to encourage and
empower employees job role as the trend focus on building the employees self reliant and
autonomous in their working. No individual will work in restricted and pressurize working
environment. This trends will helps the employees to easily boost their motivation by being free
and independent to learn things by their own self( McNulty, and Brewster, 2017). Employees
get their own vision and mission to learn the thing and find their owns ways which make them
self dependent. Creativity and new thought could only be enable into hotel intercontinental when
they gain priority to employees ideas and make them advice about its superiority of further
changes.
Management of human relations: managing relations with peers and colleagues is
essential to better work with team. Together efforts will always result in better outcome by
undertaking different ideas and new experience. Human resource manager of intercolumniation
hotel needs to build effective strategy to encourage group performance by indulging different
employees with cultures could be come to gain knowledge about working aspect by following
organisation rules and fulfilling objectives(Palaszewski, 2017). Managing these relation provide
an insight to employees on work harder with support of co-workers. This will create positive
impact on productivity of organisation.
Leadership: an HR is the first leader for the whole organisation which every other
employees works as per standard strategies set by the manager. They work as influencer and
motivator for others with their effective skills and knowledge. Therefore, setting out best leaders
from the workplace-are in hand of manager who have skills to take responsibility. Selecting

leaders and appreciate them will motivate others to work harder for getting valued. Effective
leadership will result in consideration of changes into positive manner. The problem of not
getting clear instruction will get solved with a good leadership skills that develop an useful
exposure in following market trends.
Reflection
according to the understanding HRM criteria, I gained about human resource manager, its
function and practices to identify issues and trends to follow best move of HRM practices, I
analysed that employees get their own comfort zone for working into field which belongs to their
culture and own career development. I am privileged to gain what activity human resource
manager perform in carry out employees welfare for retaining their talent within the
organisation. When I was working in one of the hotel into hospitality sector, I found that, there
were various issues at management level faced by employees which take a turn into rising
conflicts, work pressure due to poor management function. The manager was not cleared with
his objectives and roles that lack into achieving organisational profit. With this experience, I
gained insight of proper understanding in getting clear about HRM practices for my career
growth.
am prepared to develop my own skills to easily resolve business problems and take the
best step for employees welfare. There should be acknowledgement of trends that must be taken
into consideration to better take step for human motivation. Managing workforce relation and
employee engagement provide me a clear insight of its interconnection. Employees could only
became self reliant when they get new experience and get free from anxiety, work pressure
through maintaining relation to get better support form their peers. An employees work
according to its capabilities and area of expertise, but could not adopt new changes and working
criteria easily. For that instance, it require to have powerful leader who could leave their own
image of dedication and motivation to the employees.

TASK 2
Design job descriptions, person specifications, performance appraisal methods and criteria to
evaluate the performance of individuals.
Managing effective employees is essential for any organisation as these employees are
being the reason behind growth, success, productivity and profitability of the company. In order
to hire effective candidates and utilise their talent for the favour of company, proper recruiting
and selection methods is necessary which include understanding and identification of job role
and qualities that a company wants from its employees. These are prepared in the following
documents:
Job description: It is the necessary process of hiring and selecting candidates for the
vacant post into intercontinental hotels. Providing job description carries out all the details
regarding job role, working criteria and skills needs to be must focused. Job description is a
written form of documents that company regulate their job vacancies. The purpose for creating
job description is to make candidate aware about what role and responsibility they need to
perform and prepare for interview as per the required skills. Giving relevant information and
want for desired candidate get fulfil though description so that no unnecessary candidates will
be come for section round(November, 2019). This will make the work easy for human resource
manager in order to take effective and right decision in hiring appropriate individuals. The job
description for the post of Receptionist is stated below:
JOB DESCRIPTION
( for the post of receptionist in Intercontinental Hotel)
Company Hotel Marriott
Department Human resource department
Reporting Senior manager
Job profile Receptionist
Job location London, United kingdom
Job summary The job role must provide assistance to every
individual comes to hotel premises with

effective communication and cope up with
clients to resolve issues and doubts. Also,
manage work on social handling and look
forward to systematic management function.
Roles & Responsibilities There are crucial role needs to perform by the
receptionist within organisation.
 Attending calls, emails, texts of clients
through online and offline way in order
to provide assistance on their issues
with confidence and communication
skills.
 Keeping of operation records includes
entry and exit of clients, providing
room facilities, makings bills and other
services to client's desk.
 Maintain staff regulations as per their
division of work.
 Provide guidance and hotel ethics to
every client arrival and take written
agreement on its acceptance.
 Take initiative to build teams and work
for other curriculum activities. Also,
make other ready to take part into
management functioning.
 Send candidates to Human resource
manager for interviews and hiring.
 However, various activities needs to be
perform as per client requirement by
giving best of efforts towards
management operations.

Person specification for the job role
Person specification provide a broader information and requirement of persons skills,
abilities and qualifications for the specific job title. Through this document, candidatures will
gain insight of must have skills in themselves and will apply for the right job. This is a form
based on job description as it contains the related skills and personality attributable of
candidates interest in the job vacancy. Here is the person specification for the post of receptionist
in hotel intercontinental.
Person specification
( for the post of receptionist in Intercontinental Hotel)
Job Title: Receptionist
Department: Administrative Department
Criteria Essential Extra curriculum
Education/ Qualification Maximum qualification must
be Graduation from
appropriate university.
 Internship of degree in
post work experience
into any filed.
 Must have
communication skills
and an intellectual
personality within a
reputed institution of
personality
development.
Knowledge/skills  Must have
mathematical skills to
prepare bills and cash
inflow and outflow.
 Effective speaking and
 Degree of personality
development
programmes
 behaviour of taking
initiative to take part

listening skills to easily
communicate with
clients and resolve their
issues.
 Must have confident
personality in solving
management problem.
 Polite behaviour and
soft skills to maintain
inter personal relations.
 Effective influence on
preparing accounts
with knowledge of MS-
excel.
into management
problems.
 Positive attitude
towards work
completion on time and
ready to manage work
pressure according to
the peak season
requirement.
 Calm behaviour and
inductive mindset
would be better to
serve customers
effectively.
Relevant experience 1 year of experience is
essential.
TASK3
Critically evaluate approaches to performance management and people development in line with
recognised best practice
Performance management is a vital task needs to be performed by human resource
manager through which activities, capabilities and potential gets analyse of the workers while
working within an organisation. This process is necessary to make the employees more capable
for achieving objectives and goals of the organisation. These performance are the set results to
check whether there is need for improvement or ready to take higher authorities. There are
several benefits of regulating performance management system in order to get employees
competence and productivity of organisation(Rao, and Sharma, 2018). Performance

management work as tool to relocate their employee management system by taking many
factors into consideration such as feedback, workplace supervision, personal interviews and
many more. The main purpose behind performance management system is to work is getting
complete with the set objectives, strategies and plan. It is in the hand of HR manager to regulate
good performance management system for which there are several characteristics of regulating
performance management:
Past performance reviews: the performance of employees could get effectively check
by their past details, through which manager could evaluate how they worked into past scenario
and were able to meet with the objectives or not. Negative performance data will lead the
manager to put focus on more of incapable employees. As existing employees will be the best
suitable for the organisation who better understand the working aspect. The only requirement is
to check past performance and make it more better into future. Hotel intercontinental using this
performance indicator to check and evaluate the major performance criteria of their employees.
They prepare an annul sheet of each work done by each employees and carry forward this report
to HR manager so they they could find out what strategies would be beneficial making the
employee motivated and enhance their knowledge skills and potential towards organisational
goals.
Feedback mechanisms: Feedbacks play most important role in gaining a useful insight
of individual personal growth. These feedbacks could be in the form of personal interviews and
others feedback on the workplace(Sadhu, Garg, and Kumar, 2018). This could be done by
taking precept ions of others with their co workers or by themselves also, through these
feedbacks, employees would get come up with their problems and issues they are facing while
working. Hotel intercontinental provide employees an opportunities to come and talk with the e
managers about their problems and make effective communication. This strategy comes under
the 360 degree feedback unde4r which reviews get attain with the proper performance cycle and
total appraisal given to the employees.
Ratings and scores: Many organisation regulate performance score system in which
good permanence taker. Get appreciate with ratings and scores for taking benefits into future or
In the arena of performance appraisal. These trainings and score card must be regulate in hotel
intercontinental to make others employees dedicated to work hard. These rating cards provide
benefits in any form of compensation, leaves or hotel stays for family or friends.