Report on Issues in Human Resource Management at Hyatt Hotel, London

This report analyzes human resource management (HRM) issues and trends within the context of Hyatt Hotel, London. It explores contemporary challenges such as technological integration, globalization, and evolving customer needs, alongside issues like skilled labor shortages and employee retention. The report delves into the importance of job specifications and descriptions, emphasizing the need for skilled employees with strong interpersonal abilities. It further examines the role of training and development in addressing these challenges and enhancing employee performance. The report also covers the challenges faced by HR managers in managing employees, including the need for inclusive and diverse workforces and effective team management. The report concludes by highlighting the implementation of strategies to improve employee satisfaction and promote a positive work environment, ultimately aimed at retaining skilled employees and enhancing the Hyatt Hotel's brand value.

Issues in Human Resource
Management

Contents
INTRODUCTION...........................................................................................................................3
LO1 AND LO2................................................................................................................................3
Issue and trends that are related with Human resource management.....................................3
LO3..................................................................................................................................................7
Person specification and job description................................................................................7
LO4................................................................................................................................................10
Managing employees and their performance.......................................................................10
LO5................................................................................................................................................13
Training material which is used by HR................................................................................13
CONCLUSION..............................................................................................................................13
REFERENCES..............................................................................................................................15

INTRODUCTION
Human resource management refers to the practices that are related with recruiting,
deploying and managing organisational employees for completing all work in effective manner.
Humans or employees are most important asset for organisation that is leading management to
complete its work for satisfying needs and wants of customers in an organised manner. The main
motive to manage human resource is to make effective results by reducing risk and maximising
return on investment through engaging skilled employees. The hospitality organisation selected
for this report is Hotel Hyatt, London branch that also manage large number of hotel chain
within UK to manage hotel chain of Hyatt (Yadav and Yadav, 2017). The scope of hospitality
industry is wide that is increasing its number of operations and productivity through making its
presence at global level. Moreover, the report highlights on different issue related with HR and
emerging trends which relates with employees of organisation. Job specification and job
description will also include in this report to perform work at different positions.
LO1 AND LO2
Issue and trends that are related with Human resource management
Employees and customers are key stakeholders of a hospitality organisation that is leading
management to complete all work according to customer requirement. This refers all activities
and actions that are performed by management of Hyatt hotel must include interaction between
customers and staff. Example- From room booking services and to order foods, decide of travel
package all task are managed by organisation according to customer requirement (Weller and
Gerhart, 2018). Some articles that focus on contemporary trends and issue faced by employee of
hotel industry are as follow:
Emerging trends in hospitality industry
From the perspective of Soultana Tania Kapiki, 2016Employees of hospitality
organisation are performing their work with utilising essential skills that leads management to
gain desired outcomes from all of its operations. In the present scenario, most individuals leads
HR manager to focus on hotel and talented employees so both are engage with each other for
accomplishing competitive edge in market.

Figure 1Source(https://www.softwaresuggest.com/blog/emerging-trends-hospitality-industry/)
o Use and implement of technology- Most of the existing guest for hospitality industry
are performing their work by improving its knowledge about use of technological tools.
Along with this majority of travellers are self-sufficient and tech-savvy travellers who are
comfortable for utilising mobile application as well as website (Tolkach, Chon and Xiao,
2016). Hyatt Hotel chain ensure that their offering are best and its satisfy customer needs
in proper manner. Example- at business meet high tech equipment are required for
completing meeting in right manner.
o Involvement of international visitor- According to present market conditions almost all
organisation are performing its work at global level. In context of hospitality industry
globalisation is one of the most important aspects because now visitors and tourist are
formulating its travel plans beyond local boundaries of country. Moreover, there are
various purpose exist for an individual for an international visit such to expand business,
to understand culture of other countries, to visit other country destinations etc. but this all
are focused towards emerging trend of hospitality organisation.
o To focus on health of all individuals- Health is one of the most important aspects that is
leading individuals to select those hotels which also provide take care for health of guest.
Hyatt hotels follow this trend for completing its work in accurate manner that is used for
responding towards well-equipped centre, spa and pool. This is also used for expecting
innovative options such as food department also provides healthy food to its customers.
Contemporary issue in hospitality industry

According to view of Nicolas Frangos, 2015, from some recent year hospitality industry
face too many challenges as well as issue for completing their work in proper manner. This
determines hospitality industry is facing challenge to manage its task because of rapid changes
within environment condition and customer demands. Some of the certain issue which is
impacting on goals of company are as follow:
Global emerging market- Hotel industry faces and experience different fluctuations
within business due to change in economic conditions among different countries. In context of
Hyatt hotel the issue which is monitored by management is that how to maintain organisational
profits during off season period (Stone and et. al., 2015). Moreover, government facilitate
different rules for international organisation that also manage challenge for manage business
within other country.
Difference in customer needs- Needs and wants for each customer depends and inter-
related with the area in which individual spend its time. This refers that due to change in market
conditions and customer expectation it is complex for Hyatt hotel and other hospitality
organisation to manage its work at similar platform. Example- If visitor of any developed
country visit place of developing country then he except high quality services which is complex
to offer because of inappropriate infrastructure. Due to not match of customer satisfaction
goodwill and brand value of Hyatt hotel is also impacted.
Skilled labour shortage- The most complex issue for organisation is to manage and
retain employees for longer period. It refers that turnover rate of workforce is too high due to
which skilled employees not retain for longer period within an organisation (Sheehan, 2014).
Moreover, this issue also state that most individuals are not able to gain knowledge about
essential skill due to which performance of organisation is low and not match with customer
expectation.
Challenges faced by HR in hotel industry
As per the view of Eslam Ahmed Fathy, 2018, hospitality industry is fundamentally
identified with upgrading the client experience by giving them high caliber of administrations by
checking their changing tastes and inclinations so they can be likewise fulfilled. With the
changing worldwide financial elements certain challeneges are looked by the HR in overseeing
representatives in the accommodation business:

o Training and improvement: It has gotten imperative to prepare and build up the
representatives every now and again with the goal that they can secure new abilities that
can help them in utilizing the trend setting innovations in an effective way so they can
upgrade consumer loyalty.
o Focus on execution of declaration: It has gotten significant for the associations to
concentrate on upgrading the activity fulfillment and resolve of representatives working
in the accommodation business so they can be urged to perform better and help in
accomplishing organization objectives on schedule (Schuckert, Liu and Law, 2015).
o Culture and morals: It has gotten significant for organizations to fabricate a culture where
the moral activities can be advanced so which can help in settling on better choices and
expanding the enthusiasm of the considerable number of partners. With this Hyatt hotel
also consider that with implement of similar organisational culture it is easy to gain
effective results for satisfying needs in proper manner.
While working as the HR manager in Hyatt Hotel it is faced that there are different problems are
faced due to which it is complex to manage employees. This result to motivate organisational
goals and objectives it is used for achieving ability that leads to gain company goals. With
satisfying needs of customers the most important component for satisfying them is to utilise
work capabilities as per enhancing employee roles which is used to provide more value in
organisation. As the availability of efficient and effective employees it is used for generating
loyal customer base for customers and in context of recruitment this is used to select right and
capable candidates who are able to satisfy needs properly. With the low retaining period of
organisational employees it is identified that it is difficult to gain similar results from all
operations. Thus, training and developing are some methods that is used to improve skills of
overall workforce. Along with this customer’s demands are changing as per technological
aspects so the problem faced by me relates with conflicts that generates because of ineffective
issue which is generating problems for management to manage its work on other basis. This is
also difficult for organisation to monitor performance of employee which is used to improve
demand of customers that generates positive results for organisation such as increase in number
of loyal guest. Along with this change in trend within market demonstrate that managing of
employees is a complex factor that impacts on working strategy and goals of organisation.
Inclusive and diverse workforce, less participants of employees and ineffective team

management are key aspects for management due to which role of HR in a well-known
organisation generates challenge for me to manage workforce properly. To deal with this
problems I tried to formulate and implement effective strategy like to apply new work strategy
that solve feedback, implement of positive working environment, motivate employee to work as
group members. With all these work methods and strategies it helps me to increase job
satisfaction level of employees through understanding their needs and wants. This is useful for
retaining skilled and capable workforce for longer period in the organisation and it also improve
goodwill of Hyatt hotel through managing all task as per decided ethics and rules.
LO3
Person specification and job description
The main role of HR in each organisation is to recruit and select individuals that match with
desired skills and capabilities of vacant seat. The main motive of HR is to engage those
individuals that directly overall productivity of Hyatt London through performing all task in
efficient and effective manner. Moreover, with select of right individuals for right job
management is able to gain specific results from its operations. Within context of hospitality
industry it is understand that all employees who are selected must have high interpersonal skills
and talent which must possess its work to complete its task within appropriate manner (Saks and
Gruman, 2014). By understanding all number of employees which are required must complete its
task and objectives that enhances its work within appropriate manner. Along with this it is also
used to enhance and provide better results that offer training and development to overcome from
challenges that interrupt organisation performance.
Hyatt operates a large chain of its hotels at global level that is used to serve various location
such as UK, US, Asia, Africa and many more. Along with this organisation is well-known for
luxury services which are provided by management by enhancing work capabilities of its
employees. This also refers that organisation operates good brand value and goodwill that is used
for attracting individuals by performing job its work in effective manner. With understanding
number of employees which are required by hotel along with essential skills and capabilities to
enhance profits of Hyatt London. Along with this hospitality industry deals with customers that
make important results by providing right training to match employee performance with
customer’s demands. Almost all hotels of Hyatt hotel corporation are known as Hyatt and its

headquarter is situated in Chicago from where management all hotels as well as employees of
organisation. This refers large workforce is engaged in organisation due to which various issue
are also faced by management. It directly impacts on operations and functions of company
because this all functions are delegate to individuals for performing work in right manner. With-
in context of hospitality industry the scope for organisation is too wide. Therefore, it is
mandatory for Hyatt hotel to retain capable and skilled employees for longer period (Riccucci,
ed., 2017). There is also requirement of supervisor in Hyatt London that demonstrate
organisation must recruit right candidate for performing the task in efficient manner. Moreover,
to attract more number of individuals it is also analysed that management concern that all of its
task and objectives for satisfy needs of customers in proper manner.
Hotel supervisor- The role of hotel supervisor is to manage all operations which is carried
out by hotel and it aids manager to perform their work with right management methods. They are
also performing an important role for managing quality experience for customers through
checking-in and leaving of guest (Murphy and et. al., 2018). In present scenario, there are
various inventory exists for providing better customer service and experience to customers.
Along with supervisor within management also monitor all work to control them according to
needs and wants of customers.
Job description- This refers to written document that is useful for outlining required
qualities, specifications, experience and qualifications which required by candidates for eligible
post. This also helps to screen pool of candidates that is required at first level and the main aim
for this is to make recruitment process more easy. Job description for post of hotel supervisor
that is required by Hotel Hilton is mention as follow:
Hotel supervisor job description
Job Title- Hotel supervisor
Company- Hyatt Hotel
Report Whom- Hotel manager
Prepared date- May, 2020
Job purpose- The purpose for hotel supervisor is beneficial for monitoring and supervising all
activities that are carried out in internal premises of hotel in order to complete all work within
decided time period. Along with this individuals are also responsible for managing task as per
team members to perform all work with proper schedule.

Qualification- For taking degree in hotel management with minimum number of 60% along
within a specific field.
Role and duty
 To schedule all work with help of right staff members that is helping team to perform all
work in efficient manner.
 Managing and performance of workers and provide them right suggestion to work with
more efficiency.
 Customer satisfaction and monitoring employees performance is leading management to
complete work as per customer needs.
 By providing regular reports and activity to manager which are completed by hotel
departments.
Person specification- With the document design for person specification it undertakes skills and
qualities that are expected by candidates to perform its work as a job vacancy (Morgeson,
Brannick and Levine, 2019). This helps candidates to determine eligibility for the vacant job
role. The specification in context of hotel supervisor is mention below:
Person specification
Post- Hotel supervisor
Department- Operations department
Key- What is required as an evidence for apply of person specification role
 Fill of application form
 Appear in interview
 Role performed by individuals.
Attribute Essential Desirable
Work experience  Degree for hotel
management from
international
university.
 Experience to work as
a hotel supervisor
with a minimum
 Individual must
perform their work
with effective
communication skill
that leads employees
to work within
effective manner.

period of 9 months.
 To get certificate of
interpersonal skill.
Knowledge  Individuals must gain
knowledge hospitality
industry.
 Skills related with
information
technology is also
required.
 To identify all
problems that is
impacting on
organisational goals.
LO4
Managing employees and their performance
The work productivity of an organisation directly relates with performance of employees
due to which quality of service is depend on workforce. It also determines that it is essential for
individuals to utilise their skills for generating effective results for organisation which leads to
accomplish goals and objective of Hyatt. The HRM department and authority of organisation are
responsible for increasing morale of workforce through motivating them by utilising different
techniques (Katou, 2016). Moreover, it is also beneficial for increasing quality of its services
because motivated employees perform their work with more efficiency. Strategies that are used
for managing individuals and its performance depend on which type of value hotel wants to
generate for its potential customers. 4 and 5 star hotels implement different strategies for
managing employees that is used for generating quality of services that increase the level of
customer’s satisfaction. Performance management strategy used by four star hotel are as follow:
 To create internal talent pool- This is useful for driving essential resources that is used
for hiring specific skill that generates specific skill set for completing all task according
to different positions. Hyatt hotel also implemented technique of internal pool for
candidates through formulating group of specific skills set of workers that leads to gain
top position in market.
 By developing information system- Information plays an important role for all
perspective and department that is required by Hyatt Hotel at all level (Jackson, Schuler

and Jiang, 2014). For better performance, knowledge and experience it is essential for
employees to provide right information. Hence, in context of Hyatt hotel information is
proactively delivered to right individual at right time.
 Executing enterprise wide information- Globalisation leads all organisations to perform
their work at a global level. Hyatt hotel operates its business among various locations
which is beneficial for generating effective and long-term structure transformation that
undertakes to transfer information with easy approach. Strategy, scale, duration and
magnitude are important aspect for completing its work that executes long term benefits
for transforming information at individual level.
Approaches for people development that are used for 4 star hotel
o Job Rotation- This is essential for all employees to complete all work according to right
techniques but in context of Hospitality industry there are various roles and
responsibilities exist in market. Therefore, job rotation approach is an effective approach
that develop individuals to perform work at different positions.
o Promotion- It is essential for an organisation to complete its task with right plans such to
promote effective employees at new position with high rewards due to which enhances
morale of workforce to perform their work with better approach (Boella and Goss-
Turner, 2019). Promotion technique is also useful for motivating individuals that
demonstrate to complete its work by rewarding right individuals for organisation.
o Coaching- Organisation such as Hyatt hotel are operating its business at international
level. So it is essential for management to provide formal training that leads to complete
all projects as per decided time period. Moreover, coaching also demonstrate benefit
which is used to complete work in proper manner by problem solving of employees.
Communication skill and information technology skill of employees is also improved by
Hyatt hotel through organising regular coaching classes.
The 5 star lodgings likewise need to deal with the individuals and their presentation so high
caliber of administrations can be given to their clients and the brand acknowledgment of
organization in market can be improved. Following are the presentation the board procedures and
arrangements which are utilized by Hilton Lodging Bankside, Mandarin Oriental Hyde park and
The May Reasonable, A Radisson assortment inn are given underneath:

• Performance examination: The workers in these lodgings are given evaluations base on
their exhibition with the goal that no one but they can show signs of improvement execution
(Baum, 2015). This assistance in empowering the individuals of organization to perform better as
they can get more compensation which will help in improving the general execution and
profitability of organization.
• 360 degree input: This technique help in the general improvement of the exhibition of
workers as they get criticisms from clients, chiefs, administrators, clients and so on with the goal
that they can improve their presentation so they would all be able to be fulfilled and the work
effectiveness of laborers get improved. This is likewise a viable apparatus in helping
representatives to client their aptitudes and characteristics in the most ideal manner conceivable.
Along with this hospitality organisation also develop its employees to perform their work
within efficient and effective manner that leads to gain competitive edge in market (Ayentimi,
Burgess and Brown, 2018). It also refers that to decide an effective strategy management
consider that its task are performed with motive of completing all work as per employees roles
and quality of operation. Along with this it is also beneficial for completing all work as per
decided time and budget. Some people development strategies that are used by 5 star hotels are
as follow:
Company culture- Each organisation perform their role and responsibility by following
its own culture. Each hospitality organisation formulate its unique and separate way to complete
all work with motive of accomplishing competitive edge. Hyatt London implement positive
aspects through undertaking aspects such as similar uniform, common and equal opportunities
etc. that is used for satisfying employee needs and wants effectively.
Developing and training talent- Many hospitality organisation are performing its work
with rapid speed that determines the number of operations in hotels is increasing with rapid
speed. This is also used to retain all employees for longer period that consider its task involves to
complete all task as per teamwork training. Hyatt hotel consider that all this aspects helps for
accomplishing better results that satisfy needs of all guest.
Ranking method- With implement of ranking method it is analysed that performance of
all employees is based on rank which is decided by efficiency of workers (Salas and et. al.,
2015). It is used for motivating all employees that ensure employees complete its work with in
an organised manner.