HRM in the Ritz Hotel: Contemporary Issues, Trends and Analysis

This report provides a comprehensive analysis of Human Resource Management (HRM) within the context of the Ritz Hotel. It begins with an introduction to HRM principles and then delves into contemporary issues and emerging trends in the field, specifically focusing on the challenges faced by the Ritz Hotel, such as employee retention, enhancing supplementary services, and addressing theft. The report then outlines the emerging trends in HRM within the hospitality industry, including the use of Artificial Intelligence in recruitment and the importance of employee engagement and remote staff. Furthermore, it includes the design of a job description and person specification for a Marketing Manager position, along with an overview of performance appraisal methods like Management by Objectives, 360 Degree Feedback, and the Assessment Centre Method. The report also synthesizes and conceptualizes the process of performance management to minimize staff turnover, identify training needs, and enhance promotions. Finally, it critically analyzes and revises two existing HR policies from the Ritz Hotel, concluding with a summary of the key findings and recommendations.

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Table of Contents
Introduction......................................................................................................................................3
Contemporary issues and emerging trends associated with Human Resource Management in
Ritz Hotel................................................................................................................................3
Design Job descriptions, person specification, performance appraisal method, and critically
evaluate the performance of the individual............................................................................6
Synthesise and conceptualise the process of Performance Management within Ritz Hotel to
assist organisations to minimise staff turnover, identify training needs and enhance
promotions............................................................................................................................10
Critically analyse and revise two existing HR policies and practices from Ritz Hotel and
communicate to all employees.............................................................................................11
Conclusion.....................................................................................................................................14
REFERENCES..............................................................................................................................15
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Introduction
Human resource is the people who contribute to an organisation for achieving goals and
objectives. Human resource management is a process of managing the employees for attaining
better performance. They play the role of employing people, provide training, compensating
them, develop policies and strategies to retain employees. The company cannot build a team
without good human resources. The objective of Human resource management is to motivate
employee so that they can give their best results and achieve the goals of the organisation
(Cerchione and Bansal, 2020). They are responsible for maintaining the ethical policies and
behaviour of the company. The Human resource department provides training and development
to employees so that their skills and knowledge get enhanced, and they can perform efficiently
and effectively. The Chosen Hotel in this portfolio is Ritz Hotel; it is a hotel rated with five stars
situated in London, England. Ritz Hotel is one of the famous and prestigious hotels for living
with luxury and elegance. In this portfolio, the topic covered is Issues and emerging trends
related to the Human resource department. Approaches to performance management and people
development with hospitality Industry. Portfolio also considers analysing and revising two HR
policies. Job description and person specification are also developed within the Hospitality
Industry.
Contemporary issues and emerging trends associated with Human Resource Management in Ritz
Hotel
There are various challenges associated with Human Resource Management in Ritz Hotel;
they are as follows-
Retaining Employees-
Nowadays, it is important to retain the employees; they are encouraged to stay with the
company for as long as they can. It is a critical issue as organisation compete for getting the right
talent in this tight economy. Ritz Hotel is also facing an issue of Retaining employees; they want
that their employees must not leave the organisation. For increasing retention rates, they can
make strategies in starting the recruitment process (Teng, Hu and Chang, 2020). Ritz Hotel must
provide a reason why workers should not leave the organisation; they should ensure that
employees are valuable and are a part of the Hotel's Success. The Hotel should offer benefits to
the employee so that they remain happy and focus on their work to achieve the objective of the
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Hotel. The organisation must create a good employer brand by ensuring them that they have
better job growth and opportunities while working with the Hotel.
Enhancing Supplementary Services-
In today's world, people have a lot of stress due to the busy working schedule; the stress
could be mental or physical. To minimise the stress, Ritz Hotel offers varieties of services; they
provide a free Wi-Fi facility, the Hotel also has a Fitness Centre and Spa for customers to get
stress free and enjoy the trip. But along with these services, they have to enhance the
supplementary services to reduce their stress level (Self, Gordon and Jolly, 2019). The human
resource department of Ritz Hotel has to plan and create strategies to enhance the supplementary
services and make their Hotel more upgrade.
Theft in Hotel-
The human resource department has to ensure that each and every employee must be
loyal to the Hotel. Theft occurs when there are poor security and safety policies that reduce the
profit of the organisation (Yu, Lee and Madera, 2021). The guest wants their luggage, and
valuable things must be safe and secured in Hotel Ritz. It is a duty of the human resource
department to take care of the safety of Customers so that they can enjoy the facilities of Hotel
Ritz. The Human resource department has to protect the clients and their belongings whether the
theft is done by staff members of an outsider. This can be reduced by having a strong security
policy in Ritz Hotel. The management has to ensure that each and every area must have a
surveillance camera, which helps them in minimising the time.
Recruiting New staff-
Recruiting new staff is a challenge which is faced by the Human resource department in
Ritz Hotel. They have to hire new talent for vacant job position it could be front desk officer,
marketing manager, Human Resource Executive, Chef and many other positions (Kravariti and
Johnston, 2020). At the same time, they were recruiting. Human resource management faces
many issues for selecting a suitable candidate for the job role. They have to ensure that the right
talent must be selected, which helps contributes to increasing the brand value and profitability of
the Hotel. Their main goal is to select the Candidate who can attract customers and can socialise
easily as the Hotel cannot select the person who doesn't give their best and unable to socialise.
Health and Safety-
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It is the responsibility of the Human resource management department to take care of the
health and safety of employees in the Ritz Hotel. They have to collect complete information
about employees, including their health. Through this information, Ritz Hotel can know what
task can be performed by employees and which activity is safe for them. The Hotel can avoid
legal complications if they maintain the proper health information of employees. Many Hotels
provide Health insurance to employees, that is called Fringe Benefit.
Emerging Trends associated with Human Resource Management in the Hospitality
Industry
The emerging trends associated with Human resource management in the Hospitality
Industry are-
Artificial Intelligence in Recruitment-
The human resource department is adopting new technology for recruiting candidates.
They will recruit and hire the Candidate with Artificial Intelligence as it is a time-saving process
and helps the organisation to speed up the recruitment process. Screening interviewer requires a
lot of time and effort; through AI recruitment solutions, they can filter the high volume of
resumes and qualify the candidates on the basis of their job description and abilities. With the
help of AI, unbiased screening can be reduced, and more talented employees will be hired. The
human resource department of Ritz Hotel can use this latest trend to hire a suitable employee in
minimum time (Shahreki, 2019).
Engaging employee -
Engagement of employee is the trend which is associated with Human resource
management in the Hospitality Industry. The human resource department has to ensure that the
employees must be engaged in their work they have to participate in the activities of the
organisation so that they can lead to High productivity and better results. Ritz Hotel has to make
sure that their employee must be happy with the job role as if they are not, they cannot indulge in
the activities of the organisation.
Remote Staff-
Remote staff is the trend in Human resource management in the Hospitality Industry.
Many Hotels are adopting remote staff to reduce the time of management. They use the staff
members of another company to come and work with the organisation. Remote staff
augmentation is the cooperation model through which agencies supplies remote staff to work
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closely with them (Wright and Constantin, 2021). Generally, staff augmentation refers to the
integration of remote staff into the process of clients. They directly communicate with the team
members and client.
Design Job descriptions, person specification, performance appraisal method, and critically
evaluate the performance of the individual.
Job Description-
A job description is a written statement that includes tasks, duties and responsibilities of a job
role that an individual has to perform in the organisation.
Person specification-
A Person specification is a profile for an ideal employee which includes the description of skills,
experience, knowledge and other selection criteria which employee possess to perform their
work.
Job Description of Marketing Manager
Position: Marketing Manager for Ritz Hotel
Job Title: Marketing Manager
Hours: 10 Hours per day
Accountable to: Managing Director
Location: Hotel Ritz, London, UK
Job Summary: The role of the Marketing Manager is to manage the promotion and positioning
of the Ritz Hotel and attracts more customers to the organisation.
Main Duties and Responsibilities:
 The Marketing Manager has to build a relationship with the Media to promote the
Organisation message.
 The Marketing Manager has to develop and maintain the budget.
 They are responsible for coordinating marketing strategies with another department.
 Prepare and present annual reports to Top level management.
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Person Specification
Position: Marketing Manager for Ritz Hotel
Requirements Essential Criteria Desirable Criteria Assessment
Method
Educational
Qualification
Master’s in Business
Administration in Marketing
and Sales.
A Level of English
Certificates in
Marketing Field
Application Form
CV
Certificates
Experience At least 2 Year’s experience.
Past experience in a similar
role
Experience in
working in the role
of marketing
Skills, Knowledge &
Abilities
Communication skills;
 Must have the ability
to present
information in an
effective way.
 Excellent Standard of
spoken and written
English.
 Attractive personality
for face-to-face
communication with
clients.
Practical & Intellectual
skills;
 Must have excellent
computer skills
should know MS
PowerPoint, Excel,
Candidate must have
experience in facing
customers queries.
Application Form
Interviews
Presentation
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Word and database.
 Candidate must have
experience in mass
online marketing.
Strong interpersonal skills;
The candidate must have the
ability to communicate well
with customers and other
staff members.
Performance Appraisal Methods
Performance appraisal is a tool through which an organisation can evaluate the performance of
an employee with the aim of increasing their quality, productivity and efficiency (Ari and et. al,
2020). There are three functions which performance appraisal perform they are-
 Provides feedback to the employee on their contribution.
 Identify needs and opportunities for staff so that they can improve. Reviews on salary and Bonus.
Methods of Performance Appraisal
Ritz Hotel can enhance the performance of an employee with the right performance appraisal
method. Here are the Methods of Performance appraisal-
Management by Objectives-
Management by objective is an approach through which a company can increase its performance.
In this process goals of the organisation are clearly defined to the staff member with an intention
to accomplish the objectives of the company. With the help of management by the objective
manager can delegate and update works to employees by keeping goals aligned with the mission
of the company. A set of the task is assigned to workers with the aim of achieving the target in a
specific time period, the work also monitored by the manager. Ritz Hotel can use this method to
increase the performance of employees (Lorincová and et. al, 2020). They have to review the
performance of employees and reward them if their overall performance is good. The reward
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could be a salary hike or promotion, whereas if any worker gets fail, they will be transferred or
provide further training to improve their skills.
360 Degree Feedback-
360 Degree Feedback is a tool that provides an opportunity for employees to receive
feedback about their performance from the supervisor, peers, staff members, customers and Co-
workers. Hotel Ritz must use 360 Degree feedback method for improving customer service with
the help of the contribution of the customer in the evaluation process. Through this method, the
employee gets the awareness of their performance in the Hotel. The Staff member gets
encouraged for investing in Self-development so that they can give their best outcomes. 360
Degree feedback has five components are Self-appraisal, Managerial reviews, Peer reviews,
Subordinates Appraising manager, Customer reviews.
Assessment Centre Method
Assessment Centre Method helps staff members to get a clear picture of how other people
observe them; they are encouraged to participate in activities like discussions, an in-basket
exercise, simulations, workgroups, etc. Ritz Hotel has the advantage of using this method. They
can assess the existing performance of employees and can also predict future performance.
Through this method, Ritz Hotel can increase the employee's knowledge with their efficiency
(Knittel, 2021). The staff members can improve their personality like Ethics, problem-solving
skills, adaptability, etc. This method could be used to identify future leaders in the Hotel.
Psychological Appraisal-
This method is used to determine the potential level of workers by analysing their future
performance. This method focuses on the future performance of employees rather than their past
performance (Ukeje and et. al, 2021). Ritz Hotel can use this performance appraisal method to
analyse various components of performance of employee they are Cognitive abilities, leadership
skills, interpersonal skills, personality trait, intellectual traits, emotional quotient, etc. For
assessing the employee's efficiency Hotel can conduct a variety of tests, it could be
Psychological tests, interviews, discussions, etc. Through this method, Ritz Hotel can give a
platform to workers who have the potential to Shine.
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Synthesise and conceptualise the process of Performance Management within Ritz Hotel to assist
organisations to minimise staff turnover, identify training needs and enhance promotions.
Staff Turnover is a loss of talent that leaves an organisation over time. Employee turnover
takes place when there is poor hiring decision and management is not up to the mark. This takes
place due to the employee leaving job, termination or workers feel they could develop their
career in the organisation. To reduce staff turnover company, have to make sure that they must
hire the right employee in selection. The management has to pay a fair amount to the workers for
their work. There must be a good relationship between employer and employee; it helps to retain
the employees as they are comfortable with their co-workers and other staff members, which
helps them to remain in the organisation. The human resource department must provide training
to their employees that help in increasing their skills and knowledge; it also reduces staff
turnover (Naik and Kanade, 2019). Through training, employees can be able to perform
diligently whether they have the ability to perform or not; this helps the company to increase
their productivity and retain more employees. The human resource department has to identify the
needs for training that can help in improving the performance of staff members.
It is a process in which employees and management work collectively to plan, organise,
monitor and review the performance of employees. This is a continuous process that is done in
regular sessions where they both have an opportunity to give and take feedback. The approaches
to performance management are-
Planning-
Planning is the first approach of performance management in which Human resource
management has to establish a job description and identify the key objectives. They have to
define the objectives and goals which workers have to achieve in a given time period and
develop a plan for how those objectives can be assessed. Once Human resource management has
completed defining stage, workers have an opportunity to give feedback related to the plan. HR
is the one who knows what skills, knowledge, goals and competencies are required in employees
to achieve organisational goals (Book, Gatling and Kim, 2019). The Human resource department
of Ritz Hotel has to plan a strategy to minimise staff turnover; they have to create an
environment in which employees feel comfortable in their job roles and happy with their work.
They have to plan for increasing the promotion of the Ritz Hotel. It could be done when the
Hotel has a strong social media presence and have credibility.
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Coaching-
When objectives of the future are set by human resource management, then they have to
follow the next step of performance management. This process helps to maintain a healthy
relationship between employees and supervisor. Through this process, workers growth and skills
can be developed. It is a continuous process and should be regularly done by Ritz Hotel. The
human resource department must provide training and coaching to their employees as it helps to
improve their efficiency while performing in the Hotel. The management should provide honest
reviews or feedback for the performance of employees. Ritz Hotel management should revisit
objectives for looking out any necessary adjustment is required and have to be attentive in career
development opportunities for employees (Ngoc Su and et. al, 2021).
Reviewing-
An employee is reviewed on the basis of their performance in an organisation which is
called performance appraisal. Once a year, workers are reviewed so that they can enhance their
skills and knowledge and must get to know where they are lacking. The human resource
management and the employee must have to look at their previous year performance
management process so that they can look out how well it worked last year. The HR department
of Ritz Hotel must give feedback to the employee so that they can know in which area they have
to improve their performance. The workers are also invited to give feedback on the process so
that Human resource management can improve or change on their end (Subramony, Guthrie and
Dooney, 2021).
Action-
Reward and recognition is the last step in the performance management process. The
Human resource department has to reward the employees whose overall performance is good in
the organisation. The reward and recognition are based on the performance of workers; if the
performance of an employee is good, they will be rewarded, whether it would be a promotion or
any monetary benefits. Through reward and recognition, employees get motivated and give their
best in achieving the goals of Ritz Hotel. Human resource management must identify the talented
employee who is giving their best in achieving goals and reward them appropriately.
Critically analyse and revise two existing HR policies and practices from Ritz Hotel and
communicate to all employees.
HR Policies and Practices
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Recruitment and Selection
Recruitment and selection are a process of identifying the suitable Candidate for the
vacant job position, define the requirements of the position, advertise it and choose the right
applicant for the job. Recruitment generally means inviting the Candidate for a vacant job role,
whereas selection means shortlisting the applicants and providing them with a job in the
company. Ritz Hotel has a policy of recruiting Internally (Khdour, 2021). The recruitment
process must be consistent in nature; if it is not, it will show inaccurate results. For avoiding this
inconsistency recruitment and selection process must be the same for every applicant so that they
can prove their efficiency and effectiveness.
Internal recruitment policy-
Through Internal recruitment, Ritz Hotel fills vacant job positions with their existing
workers. They fill the jobs position with staff members of other department or teams; the Hotel
didn't hire candidates from outside the organisation. The methods of internal recruitment are
transfers, previous applicants, employment exchange, employee referrals, Internal
advertisements or promotion.
 Strength of Internal Recruitment
The strength of internal recruitment is that they didn't need a month to explain how payroll
works as an existing employee already know the policies and rules of the Hotel, and they are
comfortable with the culture. It also helps to reduce time in identifying the new Candidate as the
Hotel is hiring an internal employee to fill a vacant job position. Internal recruitment saves the
money of the Hotel; as for outside recruitment, they need enough money to promote and identify
the right candidate for the job role (Hayes, 2021).
 The weakness of Internal Recruitment
Internal recruitment creates difficult for the manager as workers cannot adjust to the new
shift in roles and responsibilities as it leads to jealousy and unhealthy conflicts. The existing
employee doesn't have every skill that the interviewer is looking for in a new employee, so the
Hotel has to look outside the organisation to find a specialised skill employee.
Selection
Selection means choosing the right employee who can contribute to achieving the goals of
the Hotel. This method is used to identify a suitable applicant and provide them with an offer
letter to join Ritz Hotel.
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 Strength of Selection-
The strength of selection is to reject the Candidate, who has fewer skills and knowledge in
the Context of the job position. The employee who is selected is the one who has the ability to
fulfil the target and could achieve the objectives of Hotel Ritz.
 The weakness of selection-
The selection weakness is that it doesn't reflect a clear picture of the applicants; they didn't
show their true knowledge, which can affect the performance of the Ritz Hotel.
Selection approach
Ritz Hotel uses Aptitude test and Interviews for selecting the right applicant for a vacant
job position (Al‐Ghazali and Afsar, 2021). These approaches are used to identify a suitable
person so that their skills and knowledge can be used by the Hotel to improve their productivity
and profitability.
Aptitude Test-
An aptitude test is a process through which the skills and ability of the individual are
assessed through several tests. This test helps to find out the applicant who has the right
knowledge of handling problems, numerical terms and critical thinking ability. The Ability test
includes problem-solving, communication skills, Reasonable thinking and numerical skills. Hotel
Ritz conducts an aptitude test for hiring employee who has the efficiency to think beyond and
ability to perform their task.
 Strength of Aptitude Test-
Through the Aptitude test, Ritz Hotel can evaluate the individual skills beyond their
resumes; the interviewer can select the Candidate who has the capabilities to contribute to
achieving the vision and mission of the Hotel.
 The weakness of the Aptitude Test-
Sometimes Ritz Hotel can face the problem of judging Candidate early as aptitude test
doesn't show the reality of employee, they only show the abilities which they have achieved in
Aptitude test.
Interviews
The interview is an activity through which candidates are invited for giving a face to face
interview (Chandran and Abukhalifeh, 2021). They are questioned by the interviewer related to
their past job and introduction on the basis of applicant answer they are selected or rejected. Ritz
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Hotel uses this policy to select Candidate they call them for an interview and select according to
their communication and skills.
 Strength of Interview-
Through the Interview method, Ritz Hotel can build a strong connection with the applicant
and get to know more about them. They can judge the Candidate on the basis of their
communication skills and talent.
 The weakness of Interview-
The weakness of the Interview Which Hotel Ritz can face, is that it consumes more time.
The interviewer invites various Candidate they take the interview and shortlist those who have
abilities, so it consumes more time. The human resource department of the Hotel must ensure
that there should be no biases the interviewer must show equality between the candidates
(Gürlek, 2021).
Talent management
It is a process through which Ritz Hotel can attract and retain the workers; they can
develop the skills and motivate them to give their productive results. The Hotel use various tools
for talent management. They use workforce planning, recruitment, executive coaching, diversity
and inclusion, retention and engagement.
Advantages
The advantage of Talent management is to improve the productivity of employees by
enhancing their skills and abilities. Through talent management, Ritz Hotel can help to retain
employees (Sharma and Kamble, 2021).
Disadvantages
It is an expensive program in terms of time, cost and resources. Ritz Hotel can face the
problem of conflicts between the employees and management because of agreement.
Conclusion
From the above portfolio, it is being concluded that there are various issues and trends
which human resource department have to handle in the Hospitality Industry. These trends help
the organisation to increase its productivity and growth by adopting the latest technologies in the
Hospitality industry. The company must use a performance management process to increase the
performance of employee so that they can give their best results.
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