Human Resource Management for Service Industries: Analysis of BA

This report delves into the realm of Human Resource Management (HRM) within the service industry, using British Airways (BA) as a central case study. The report commences by analyzing the fundamental roles and purposes of HRM, highlighting its strategic significance in enhancing employee performance and achieving organizational goals, with specific reference to BA's practices. It then explores the justification of a human resource plan based on supply and demand analysis, emphasizing the importance of forecasting and aligning workforce planning with business objectives. The report further assesses the current state of employment relations, focusing on the dynamics between employers and employees within the service sector, and discusses the impact of employment law on HRM practices. A significant portion is dedicated to examining job descriptions, person specifications, and a comparative analysis of selection processes between British Airways and Transport for London. Finally, the report evaluates the contribution of training and development activities to the effective operation of a service industry business, underscoring the importance of employee development for organizational success, referencing BA's practices. The conclusion summarizes the key findings and reinforces the importance of effective HRM in the service industry.

Human Resource
Management For Service
Industries

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
1.1 Analyse the role and purpose of human resource management in a selected service
industry........................................................................................................................................1
1.2 Justify a human resource plan based on the analysis of supply and demand for a selected
service industry businesses ........................................................................................................3
TASK 2............................................................................................................................................3
2.1 Asses the current state of employment relations in a selected service industry ...................3
2.2 Discuss how employment law affects the management of human resources in a selected
service industry business ............................................................................................................3
TASK 3............................................................................................................................................4
3.1 Discuss a job description and person specification for a selected service industry job........4
3.2 A comparison of the selection processes of British Airways and Transport for London.....7
British Airways...........................................................................................................................8
Transport for London..................................................................................................................8
Organisation select local candidates as they can easily adopt the culture without any problem.
.....................................................................................................................................................8
Management team of Transport for London select candidates locally as well as globally.........8
British Airways prefer recruiting candidates through internal recruitment which sometimes
show as partiality with other candidates.....................................................................................8
Transport for London hire candidates on the basis of their qualification and educational
background..................................................................................................................................8
In context to British Airways, candidate who is applying for the cabin crew post must
complete 18 years of age.............................................................................................................8
In case of Transport for London, no such requirements might fulfilled by candidates..............8

British Airways conduct training sessions to their candidates before finalising them for the job
position........................................................................................................................................8
On the job training is given by management team of Transport for London.............................8
TASK 4 ...........................................................................................................................................8
4.1 Assess the contribution of training and development activities to the effective operation of
a selected service industry business ...........................................................................................8
Overview of the company ..........................................................................................................8
CONCLUSION .............................................................................................................................12
REFERENCES .............................................................................................................................13
.......................................................................................................................................................13

INTRODUCTION
Human Resource Management define the strategic approach in order to make effective
management an their people within in the company. With the help of this approach an
organisation can easily achieve their goals and objectives in an appropriate manner. That's why
it is essential to enhance the work force in the company as well as maximizes the work
performance of employees in an effective manner. Human resource management is used by the
manager of an organisation to manage their function in a better way. Therefore, it plays their
function to enhance employees performance within in the working place. For the better
understanding of this topic British Airways has been chosen as an organisation. This is
headquartered in waterside, UK. This company provides good airline services in an effective
manner. Along with this it is the second hugest airline in UK. Apart from this study will analyse
role and purpose of HRM in BA. Importance of HRM within the company and their future plans
as well. At last, this report will covered specific role of the employees with the advantages and
disadvantages. Training and development activities to the effective operation of a selected
service industry business effectively.
TASK 1
1.1 Analyse the role and purpose of human resource management in a selected service industry.
As HRM is the strategic approach to the effective management of people within in the
workplace so that they helps the business in order to gain competitive advantages in an effective
manner. Generally it is designed to enhance the performance of employees in an appropriate
way. Therefore, HR management have some roles and purposes, those are listed below:
Role of HRM:
Staffing: It is the role of HRM which involves in the process of hiring people for the
particular job role in an effective way. For making this role effective HRM takes few steps,
which are listed below:
Development of a staffing plan- In this HRM looking forward that how many people they
should hire on the basis of revenue and profits.
Development of policies to encourage multitasking at work- In this workplace is more
important because HRM have lot people from different varieties of background in the workforce.

Recruitment: It is the good role of Human resource management which focuses on the
selecting and hiring people for specific job roles within the working organisation. For this it
always focuses on the several functions of HRM in order to select good candidate for particular
company in a metastatic manner.
Selection: In this step HRM will find out the people and selected them in order to run
their organisation effective. For the better selection of candidate HRM needs to give good salary
to them so that they can work easily without any issues in the company. Along with this step is
followed by retention, training and motivation programme.
Compensation and benefits administration: According to this HRM needs to define
the compensation in order to meet organisations standards in order to select ethic people for the
company. Compensation mainly includes in the employees receives their proper work and being
paid. With the help of benefits they can get motivated in a proper way.
Training and development: According to this HRM play a vital role in order to conduct
lot of training and development programme in the company. With the help of these programmes
HR manager can guide their employees accordingly in an effective manner.
In context to British Airways HR management plays a very wide roles in a proper way.
As the manager of BA provides lots of training and development programmes and also gives
several kind of rewards and benefits to satisfy their employees effectively. For making better
organisation HR manager plays in different roles such as recruitment and selection. With the
help of both programmes manager can select better employees for British Airways. Wherein for
the selective people HR manager of BA will offer rewards and benefits to make their employees
happy and energetic in a good manner.
Purpose of HRM:
Human resource management manage and operates their entire recruitment as well as
selection functions in order to accomplish appropriate workforce. According to this, British
Airways selection process and workforce planning is accomplish in a effective manner on the
basis of this job statement to gain the specific targeted goals and objectives of this company.
The manager of human resource within the British Airways, conduct training and development
programmes in order to update the knowledge and skill of its personnel.

At last, employer or employee relationship is manage by the motivation so that employee will
consider them as an essential part of an organisation and helps in achieving targeted goals or
objective in a proper way.
Therefore, these are the very important role and and aspect in order to enhance British
Airways growth in a proper way. In the sense of HR manager this is the very good aspect for
every organisation in which people are giving their hundred percent roles in a proper manner.
That's why this can be said that in order to achieve goals and objectives it is necessary for the HR
manager to follow each and every strategy by which they can develop their functions of an
organisation. It is helpful for recruit and select the effective candidate for an organisation so that
they can run their business smoothly in a proper way. This consistency of HRM stem will
enhance their growth and development of British Airways in a proper way. It is also affecting
technique which influence people in a proper manner.
1.2 Justify a human resource plan based on the analysis of supply and demand for a selected
service industry businesses
Human resource planning is done to know the existing and the future human resource
management in order to fulfil the requirements and needs of the suitable working
environment. The mangers of British airways are proving various training and development
session as well as proper monitoring and elevation process so that business plans and
objectives can be achieved within suitable period of time. It also have to proper forecasting
of demand and supply which can be done by proper analysis so that they can only recruited
the skilled full and essential employees. For such purpose they have to determine number of
human resource in future by doing HR audit or by taking number of result of analysis as
projection of business industry according to need and demand of sales. It cans be done by
internal hiring which can be essential for an organisation. Herein, the mangers of British
Airways are recruiting workforce according to their planned budget or as per the salary scale
foe every job profile. If pay scale is not appropriate then an organisation may face high
number of employee turnover. It may lead to have loss for an organisation if it spends lot of
money in training and development or in appointment. Moreover, there are different type of
forecasting which can be consider at the time of forecasting supply within an organisation.
This would help to know about the existing employee what are requirement that are need to
be promoted. Proving various learning and development session where an individual so that

employees feel comfortable in handling more task and activities that are essential in
completion of and activities. For such purpose they need to examine in local, national and
international marketplace, population and trend in an effective manner. The managers need
to make sure that they are hiring each type of employees who basically learn about new
things as well as new things who are comfortable in handing new things or more task in an
effective manner. Moreover, they are focusing that hiring should be done on low cost and
het best human resource out of that. As sometimes people come for interview as they expect
much salary more than their qualification so that human resource department of respective
company so avoid them
TASK 2
2.1 Asses the current state of employment relation ns in a selected service industry
Airways industry are based on human resource as it is not a capital intensive industry. It
have different departments such as finance, marketing human resource front office etc. It is
important to maintain industrial relationship that is very much important for human
resource department of a respective company. In such process industrial relation is
important as it refers to relationship between the employer and the management of an
organisation which results in to optimum utization of resources and maximum output. In
this manner an organisation can achieve its goals and objectives as well as increase their
productivity and profitability in competitive market place. Moreover, it can be defined in
many ways such as resolving conflicts, focusing more towards social gains etc.. In an
organisation employment relation is very much important for airways industry as they can
develop good bonding and understanding between employer and employee. All
departments work together with flexible working conditions that usually differs from
others service industry. For such purpose there should be proper human resource
department so that they can carry out each and every activity in an effective manner. There
as so many challenges that are faced in such type of industry such as long working hours ,
health and safety at work, peak season working etc. it is necessary for an organisation to
maintain trade union facilities which is basically form and develop relationship with the
employer as their main aim is to protect and develop rights and interest of employee as
well as staff members in an effective manner. Such as discuss about changes with working

environment so that they feel comfortable and carry out their work in an effective manner.
Each and every employee a have rights to join trade union so that they can safe guard their
interest. Within an organisation there are very close relation with each other so that
theycan have peaful working environment. The culture of British Airways is celebrating
each and every festival so that they can maintain good bonding towards thier employee,
staff members as well as towards their customers. They are providing good status with in
working environment as they are considered to be valuable resources within workplace.
They have proper freedom to work according to their suitable working hours for the
betterment of organisation and employees.
2.2 Discuss how employment law affects the management of human resources in a selected
service industry business
There are various legislations made by government of UK which might be follow by each and
every company in order to provide satisfaction as well safety to their employees. Some of the
employment law followed by British Airways which affect the management of company are as
follows:
 Health and Safety at Work Act 1974: British Airways follow Health and Safety act in
their organisations, which will aid them in retaining their employees for a longer period
of time. Management team of British Airways maintain hygienic and safe working
environment to their employees as well as to their passengers also. It will aid them in
maintaining competitive position at the marketplace. With the help of this act employees
feel safe and secure while working within the company which increase their satisfaction
level.
 Licensing Act 1964: With the help of this act, British Airways can get licensed and can
authority and power to run their business successfully. For every company it is very
essential to take license from authorised government regulatory. Management team of
British Airways get licence from the regulatory body and follow all the rules and
regulations applied by them in an effective manner. With the help of this company will be
able to perform their business operations effectively. If company have licences authority
they will be able to work effectively without any hurdles.
 Data Protection Act 1998: Company is using Data protection act in their organisation as
it will improve their brand image at the competitive marketplace. Online ticket booking is

quite effective because management team of the company provide security to their
customers that their personal data is safe and secure. With the help of Data protection act
company can improve their goodwill at market place which will help them in attracting
large number of customers towards their brand.
 Equality Act 2010: Management team of British Airways provides equality to their
employees. Government of UK formulate various laws and legislations in order to protect
the right of customers and employees of the company. Organisations might adopt these
laws in order to run their business in an effective manner. Management team of British
Airways provide equality to their worker which as a result reduce their employee
turnover ratio. If each and every employee of the company will be treated equally by the
management team, it will reduce disputes, conflicts as well as turnover of workers.
 Employer’s liability Insurance Act 1969: It is an act used by various organisations in
order to provide security to their employees from any injury while working in the
company. Management team of British Airways adopt employer's liability insurance act
1969 in order to provide safety to their employees. With the help if this act employers
provide safety to their workers by insured them. It is the responsibility of management
team of the company to do insurance of their employees in order to secure them from any
kind of happening occur while working within the organisation.
As per the above mentioned it has been concluded that it is very essential for an enterprise to
adopt all these legislations in an effective manner. With the help of these laws company will be
able to work smoothly and maintain their brand image at the competitive marketplace. It will
also influence the employees in a better way so they can get selected by this organisation at
higher level. Having the good environment and culture of this company it will helps people as
they are giving good facility to them in an effective manner. With the help of this company can
boost the employees level so they can also increase their working efficiency in a proper way it
will affect them. With the help of this concept they can work easily and these laws are the
necessary for all individual in order to give them different kind of support by the different act.
Therefore, this can be said that these laws and legislations are the much helpful for every people
of an organisation in a proper way.

TASK 3
3.1 Discuss a job description and person specification for a selected service industry job
Recruitment and selection are an important function of human resource department of the
company. Recruitment is defined as the process for finding and selecting the most appropriate
candidate for the organisation. The management of company is able to explore the candidates
from external links by using this process and fulfilling the vacant positions of company. On the
other hand, selection is the way by which employers choose the best candidate from the
shortlisted candidates. The main aim of this process is to hire right candidate among numerous
candidates who can work effectively in the company. There are different types of recruitment
process in every organisation.
Internal recruitment process
The internal recruitment process is the way by which employers fulfil the vacant
positions of the company by promoting the existing employees to a higher position in the
company. There are various ways of selecting employees internally. The process of hiring
employees through internal process is given below-
Job Duties and responsibilities- The management must put up an application in the
organisation which has a proper description of job role and responsibility and circulate among all
employees. The employees can apply for the job position if they think they are eligible for
handling the job role.
Recruiting strategy- There are different job positions in the company. For instance, if
company wants to recruit employees for a new department then numerous employees will be
attracted towards this job. If the vacant position is of a particular department then employees of
that department will be given information about job vacancy.
Deadlines for internal applications- There must be a deadline for the hiring of
candidates internally from the company. This helps management in recruiting from outside the
company if existing employees are not interested.
Hiring stages for internal candidates- There should be a proper step by step process of
promoting the existing employees to a higher position.
The internal hiring helps the company by following ways-

Boost retention- If a company recruits individuals from inside the organisation, then it
shows that management is caring about professional development of its employees. This helps in
building a positive culture at workplace and increasing trust among employees. This helps in
enhancing engagement and encouraging employees to stay in company.
Hire quicker- Internal hiring does not involve screening calls or executive interviews. In
internal recruitment, employees are hired on the basis of performance and track records of the
employee. This decreases the the steps of hiring stages.
Shorten on boarding times- Every individual takes time to settle in new job but if
already existing employees are promoted, then here is no issue in adjustments and adopting work
culture of the organisation.
Save money- Internal recruitment saves money as there is no job board fees, sourcing
payments or costs of hiring agencies. On the other hand, external hiring is expensive than
internal hiring.
External recruitment process
An external recruitment process is the way of recruiting employees through outside the
organisation. The different ways by which employees are hired externally are campus
recruitment, online advertisement on job portals, newspaper advertisements, invitation through
email or social networking sites, etc. External recruitment helps in filling skill gaps within the
company and enhancing culture of company. External recruitment.
For the better understanding of this topic British Airways can follow these processes in
order to make their organisation effective in a proper manner. For the job description HR
manager of this company has to guide their team members effectively so that they can learn
something from the organisation in a proper manner. With the help of this they con boost their
energy level in a efficient manner effectively. This situation develop the good relation in
between the manager and employees in a particular way. On the other side HR manager can
select the good candidates for British Airways in order to make their company attractive or
effective in a proper way. That's why it is necessary to each an every company in order to
achieve their targeted goals and objectives in an appropriate manner.
That's why it is necessary for each and every HR manager of every organisation that they
should apply good strategies in their work so that they can easily select the proper candidate for

the right job profile effective. With the help of this process an organisation can easily cope up
with those new candidates in a proper way. Therefore, it is good for the organisation as well as
for employees in a proper manner.