Human Resource Management Report: Savoy Hotel HRM Practices

This report provides an in-depth analysis of human resource management (HRM) practices at the Savoy Hotel, a luxury establishment in London. It begins with an introduction to HRM principles, emphasizing the importance of staffing, training, and development. The report then explores the major issues and emerging trends in the hospitality industry, such as people empowerment, employee turnover, and the integration of new technologies. The impact of virtual working, flexible workspaces, health and safety protocols, and new technologies on HRM are discussed in detail. Furthermore, the report includes job descriptions and person specifications for key management positions, specifically the HR manager, front office manager, and housekeeping manager. These sections outline the responsibilities, qualifications, and skills required for each role. The report also covers performance management processes and various HR policies implemented by the hotel. The conclusion summarizes the key findings and implications of the analysis. This report offers valuable insights into the challenges and strategies of HRM in the hospitality sector, providing practical examples from the Savoy Hotel's operations.

Human resource management

Table of Contents
Introduction......................................................................................................................................3
1 Issues and emerging trends in HRM in hospitality industry ....................................................3
2 : Job description and personal specification of different management position in Savoy hotel
......................................................................................................................................................5
3 : Process of Performance management ..................................................................................12
4 : HR policies ..........................................................................................................................14
Conclusion.....................................................................................................................................16
REFERENCES..............................................................................................................................17

Introduction
Human resource management is concerned with managing people in the organisation.
Human resource management of any organisation indulge in the process of Hiring, recruiting and
staffing the right person for the right position in the organisation(Michael, 2019). The main
motive of human resource manager is to provide proper training and development to the new and
existing employees as well so the organisation can attain their desired goal. This report speaks
about the human resource management of Savoy hotel, which is located in London. Savoy was
the very first hotel luxury hotel which is using electric lights and electric lifts in the entire
building. This report focuses on issues and challenges faced by the human resources
management in this hotel is discussed in this report. Besides this, job description and person
specification has also mentioned in this report apart from this process of performance
management along with this different HR policies has also explained in this report.
1 Issues and emerging trends in HRM in hospitality industry
HRM has to face a lot of issues in the hospitality industry as the trend of hotels are
increasing day by day (CATHOLICDIOCESEOFPORT, 2020). Some of the major issues and
challenges faced by the HRM is people empowerment, employee turnover, hiring of skilled
employees cultural gap etc. apart from this HRM has to manage and walk with rapidly growing
technologies.
Increase in the virtual working
One of the emerging trend which is going on in almost all the industry and it is also there
in the hospitality. So this has become a trend but more than a trend it has been an issue for the
HRM of hospitality (Issues Related to Human Resource Management in the Hospitality Sector,
2020). Due to the proliferation of covid19, work from home or doing all the work virtually has
become a trend in most of the countries. This trend has shifted the traditional way of working
into the modern work. But this has become an issue for the HRM of the hospitality industry as
this industry works on providing services to the customers but even though the HR was working
and doing their work from home. As many big hotels did not close their hiring and recruiting
services so it was the responsibility of HR to conduct interviews online apart from this HR has to

give training and development to the employees of hotel when the hotel was close due to the
lock-down besides this HR of many hotels did many activities such has creating and making new
jobs providing proper training and development etc. so this has become an emerging trend and
emerging issue as well (Shayo and et.al, 2017).
To offer flexible workspaces
This is the another challenge and issue for the HRM of hotels as after the pandemic now
the people have started travelling and they are visiting to different as the hotel is known for
delivering best services to the customers and most of the hotels are open for 24 hours as they
want to recover the loss they have faced in lock -down and due to the pandemic (Królikowski
and et.al, 2019). So it is a challenge for HRM to provide flexible working hours and flexible
workplace to the employees so that they don't get stressed from the extra work because in hotels
employees have to do night shifts as well so it is the responsibility of HR to manage the working
hours and shift timing of employees in such a way so that they feel relaxed and enjoy the work.
Health and safety protocol
Nowadays hygiene, cleanliness and safety has become very important in this industry as
the hotels are engaged in providing services, accommodation etc. for that HR has to set new
policies for Covid, as most of the HRM of different hotels have prepared self declaration form
for the visitors, travellers and for employees as well, and it is very important for health
perspective because in hotels people come from different regions, locations and countries. So as
per the policy of HR they have to sign on s self declaration form while staying in a hotel apart
from this, the HR has set some different guild lines for those employees who are working in the
hotel (Fenner and et.al, 2020). HR has to ensure that all, the employees who are working in the
hotel must follow the protocol, the must wear gloves, mask and maintain the social distancing as
well. Apart from this those employees who are engaged in cooking they have to follow the
protocol that they must sanitize their hands before cooking anything same as those who are
working in restaurant area of the hotel they have to sanitize the dining and sitting area to protect
the health of their and the customer as well. Besides these employees have to share their
residential and address and travel history if they have gone to different places. Apart from this
HR has make new policies for the suppliers as well they also provide raw – material after doing
proper sanitisation.

As the safety of guest has also become a big issue for the HR, to reduce the touching, HR
has prepared new protocols that the employees will do cleaning by electronic sprays specially in
the lobby, lift and staircases apart from this HR has prepared a new guideline for the guest that
they will go for the mandatory temperature check as the health is very big issue for the guest as
well as employees.
New technology
Another emerging issue and challenge for the HRM of hotel industry is to wake with the
new emerging change of technology (Ma, 2019). As the customers and visitors are putting more
emphasis on doing booking and reservation through the website of the hotel or by other online
booking application so it the responsibility of HR to check that, the website of their hotel must be
updated and show all the necessary details such as how many rooms are empty, how's many
guest can check-in in a time, what are the special precautions they are taking for the safety of the
guest. Apart from this, now guest and visitors preferred contactless check in and check out so
being the HR it another challenge for them tom maintain such hierarchy and follow the
technology. As new trend called “new normal” is going on in the entire world so it has become
the responsibility of HR to make sure that their hotel must follow the guidelines issued by the
government as well (Shukla, 2020). Apart from this, HR has to conduct all the interviews with
the help of technology, they have to sent the offer letter and other necessary documents with the
help of technology only. Apart from this HR has to provide training with the help of technology
to the new employees and existing employees as well.
2 : Job description and personal specification of different management position in Savoy hotel
Job description and specification of HR manager in Savoy hotel
Job Description
Company Savoy
Post HR manager
Location Strand, London WC2R 0EZ, United kingdom
Report to Tom Jones
Last date 15/5/2021

Qualification Minimum 1 year of experience
 Masters in Human resource management
Skills  Interpersonal skill
 Communication skill
 Problem solving skill
 Ability to implement HRM software
 To address the issues of high net worth customers
Responsibilities  Develop training and educational training sessions
for other employees
 Manage salary and wages for employees
 Attract new talent towards the company
 Maintain work culture in the hotel premises
 Resolve conflicts
PERSON SPECIFICATION : HR Manager
Section Criteria
Educational qualification  Bachelors in hotel management or any bachelors degree
in any stream
 Masters in hotel management or in Human resource
management
 Any certification in hotel management

Experience  Minimum 1 year of experience in HRM
 Internship as an HR in any hotel
Skills and Special
knowledge
 Good interpersonal skills
 To coordinate with all the employees
 Effective communication skills
 Decision making ability
 Should efficient in solving problems
 Skills to use different HRM software
Working Relationship  To maintain norms and standards in the premises of hotel
 To develop rules for other departments of the hotel
 To resolve conflicts in the hotel
 Develop training for employees
 To manage salary, wages and perks of employees
Job Purpose  Develop different policies in the hotel
 To attract skilled and highly educated people toward the
organisation
 To provide training and education to the new and existing
employees
 To look after
Job description and specification of front office manager of Savoy hotel
Job Description
Company Savoy
Post Front office manager
Location Strand, London WC2R 0EZ, United kingdom
Report to Tom Jones

Last date 25/04/2021
Qualification Minimum 2 year of experience
 Bachelors in hotel management
Skills  Supervision skill
 Leadership skill
 written and oral both communication skill
 Team building skills
Responsibilities  Schedule and manage the front office staff
 Manage different shifts of front office employees
 Maintain and supervise master key control
 To handle problem, queries quickly and efficiently
 Allocate budget to front office
 Handle all the cash and credit
 Communicate with other departments
 Manage the records and data of the guest
 Deliver all the necessary services on time
PERSON SPECIFICATION : Front office manager

Section Criteria
Educational qualification  Minimum 2 years of relevant experience as a front office
manager
 Bachelors degree in hotel management
Experience  Experience in managing front desk
 Relevant experience in dealing with queries and problems
of customers, visitors and guests.
 Should have appropriate experience in handling cash at
the front office
 Manage the different shifts of employees at front office
Skills and Special
knowledge
 Must have time management skills
 Should address the visitors with efficiently and politely
 Must have problem solving skills
 Should possesses the teaching quality to guide others
 Must have excellence in oral and written communication
 Skills to implement new policies and rules
 Must have knowledge of finance to handle manage
money at the front office
 Should manage the material resources
 Must have knowledge of system analysis
 Effective control and knowledge of quality control
 Must have basic mathematical knowledge
Key responsibilities  To manage the different shifts of employees at front
office
 To manage master key control
 To manage the front desk of the hotel
 Should solve the problem
 To decrease conflict at the desk
 Must have knowledge of all the services provided by the

hotel
 To maintain good relation with other departments
Working Relationship Internal
 Sales department
 To coordinate with HR department
 To maintain healthy relation with finance department
External
 Visitors and tourists
Job description and person specification of housekeeping manager
Job Description
Company Savoy
Post Housekeeping manager
Location Strand, London WC2R 0EZ, United kingdom
Report to Tom Jones
Last date 17/06/2021
Qualification Minimum 3 year of experience
 Diploma in hotel management
 Bachelors in any stream- commerce, science and arts
Skills  Should have leadership skills
 Have knowledge of basic maths
 Must have operational knowledge
Responsibilities  To develop a budget for housekeeping department
 To maintain records of tools and equipment of the
hotel
 To manage the shifts of the employees
 To handle the customer queries

PERSON SPECIFICATION : House keeping manager
Section Criteria
Educational qualification  3 year of work experience as a house keeping manger
 Graduation in any stream
 Diploma in hotel management
Experience  Experience In handling room attendants and cleaning
staff
 Provide training to new employees
 To manage repairs and maintenance in the cleaning
department
 To manage budget and controlling cost
Skills and Special
knowledge
 Must have experience in managing the housekeeping
department
 Have knowledge of finding defaults and damages in the
rooms
 To manage budget and control the cost
 To handle the shifts of employees specially o9n
weekends
 Strong technical and operational knowledge
Key responsibilities  To maintain budget of housekeeping department on
annual basis
 Should be responsible for cleanliness, and orderliness of
entire hotel premises
 To develop housekeeping system
 To prepare reports of tools and essentials of the specific

rooms
 To attend and resolve the complaints of guest
 To organise and develop on the job training programs for
the employees
 To inspect the public areas on daily basis
 To coordinate with maintenance department
Working Relationship Internal
 Maintenance department
 HR department
 Front office department
External
 To resolve customer queries
 To work with suppliers
3 : Process of Performance management
Performance management refers to the ongoing procedure of communicating the work
responsibility, performance expectations, and priorities to the employees of Savoy hotels. The
aim of performance management is to develop a healthy environment in the hotel so that
employees can deliver their work effectively and also give quality work(Delery and et.al, 2017).
The main objective of performance management communicate between the top management and
employees to make sure that the hotel meets its strategies. The main objective of performance
management is to reduce the employees turnover in the hotel and also provide appropriate
training to the employees.
Process
Planning
In this process performance manager of Savoy hotel clearly states the job description to
draw the attention of new and skilled employees by making them aware about the job role at the
time of interview, performance manger can reduce the employee turnover in the hotel.
Monitoring
As per this stage the performance manager, monitors the performance of the employees
and try to identify that do the employees performing well or not. HR appreciates those