Human Resource Management in Service Industries: IHG Case Study Report

This report provides a comprehensive analysis of Human Resource Management (HRM) within the service industries, focusing on the InterContinental Hotel Group (IHG). The report delves into the core functions of HRM, including recruitment and selection processes, the creation of job descriptions and specifications, and the importance of training and development programs. It compares IHG's selection process with that of Marriott, highlighting key differences. The report also examines employment relations, relevant laws, and the significance of skilled employees in achieving organizational goals. The assignment covers various aspects of HRM, such as aptitude tests, group discussions, and final interviews, concluding with an overview of the benefits of effective training and development strategies. This report is a past paper available on Desklib, a platform providing students with AI-powered study tools to aid their learning.

Human Resource
Management in
Service Industries

INTRODUCTION
Human resource management refers to the business practice of overseeing the
performance and contribution of workforce towards an organisational goals and objectives. They
are responsible to identify the workforce requirements at workplace and accordingly make
recruitment programs and selection with the help of other departments. Employee are the
valuable asset of company whose efforts and performance can decide their growth and success
therefore it is so important for company to have skilled and knowledgeable employees which can
be possible through HR department. The present assignment report is based on InterContinental
Hotel Group (IHG) which is engaged in providing hospitality products and services in more than
100 countries with the help of over 5000 hotels. The project report discusses the roles and
purposes of HRM along with the HR plan which is based on supply and demand of resources.
The project also describes employment relations and laws, job descriptions and specification,
comparison of selection process between two service organisations and the importance of
training and development activities.
TASK 1 & TASK 2
Covered in PPT
TASK 3
3.1:
Every company tried to attained skilled and knowledgeable employees which contributes
maximum efforts in achievement of desired goals and objectives. For this, HR manager is held
liable to fulfil the requirement of workforce at workplace through conducting recruitment
programs and selection after analysing their eligibility for vacant job position. Preparing job
description and job specification is foremost responsibility of HR manager which can easily
attracts eligible candidates to apply for the vacant job. Here are the details of job description and
job specification (Hobfoll, 2011).
Job description: It is a written document which contains the information related to the
job role vacated by company. It is made by HR administrator after preparing job analysis:
Job Description
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Organisation: InterContinental Hotel Group Plc.
Department: HR Section
Job Role: HR administrator
Job Location: London
Working Hours : 7 Hours
Job Summary
InterContinental Hotel is well established hotel whose branches is location all over the world.
They are now recruiting for the post of HR manager in their London Branch. For this, company
required to recruit skilled and knowledgeable candidate which are having an experience of
managing human resource operations in an effective and efficient way.
Duty
1. Directing employees to follow all policies and rules made by the Top authorities.
2. Recruiting employees
3. Conducting learning and development programs.
4. Adequate support to workers as if they required.
5. Managing activities related with human resource.
Job Specification is another written document which contains relevant information
expected from recruited candidates. It includes educational qualifications, experience, skills and
capabilities, knowledge etc.
JOB SPECIFICATION
Company: InterContinental Hotel
Job Role : HR Administrator
Qualification – MBA or PGDM (Human Resources, Marketing)
Required Criteria:
 Should have experienced to utilise technologies and equipments used in Hospitality
Industry.
 Strong in establishing healthy relationship within company.
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 Performing HR functions more effectively and efficiently.
 Having skills to managing work load and issues of employees at workplace.
Desirable criteria:
 Experience of above 3 years.
 Sharp negotiation and interpersonal abilities
 Must have strong personality.
CURICULAM VITAE
Curriculum Vitae
Name: Joey Tribbiani
Address : 9th Street, London, UK
Phone No. - 6565444556
Profile summary:
I have finished MBA in HR and promoting with 3 years of experience. I need to work in an
association where I can utilize my aptitudes and information in a compelling way. I am having
great learning about HR arrangements and practices and the executives speculations also.
Specialization:
 Enlistment
 Preparing and improvement
 Showcasing the board Making arrangements and strategies
Instructive capability: -
 Unhitched male in Commerce. (B.com)
 Experts in Business organization (MBA) (HR)(Marketing)
Affirmation:
I thusly pronounce that all the data gave is valid and is best of my insight.
Date: thirteenth December
Place:
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3.2:
Every organisation have their own selection process according to their requirements of
workforce which is conducted after completion of recruitment programs. Here are the selection
process of IHG which further compared it with its rivals Hotel Marriott:
Selection process of IHG:
Aptitude test: It is a examination test which is conducted at the beginning of the
recruitment process. Under this test, different questions has been asked to the candidates related
with maths, reasoning etc. so as to determine their mental abilities. The candidates who can pass
this test will further invited to the group discussion round (Jackson and Parry, 2011).
Group discussion: At this stage, number of passed applicants are gathered at one place
and allow them for discussion on the topic allotted by HR manager. Through this test, it help in
acquiring communication skills and confidence level of candidates. Those candidates who passes
such round will further called for training (Recruitment & Selection Hiring Process, 2015).
Training the employees: After passing all above tests, the candidates will be invited to
participate in training programs in which the work has been allotted to them related to their job
work. It informs them about the roles and responsibilities which should perform by them after
getting employment. After this, the next step is interview process.
Final interview: In this, the passed candidate will be asked some questions from HR
managers about their experience level and knowledge about the company. After this, candidates
will be selected through giving them job offer letter (Oechsler, 2011).
The selection process in Hotel Marriott is bit different from the selection process of
InterContinental Hotel. They have conducted selection process start with the job offer which is
advertised in the newspaper or social media in order to attract maximum number of applicants.
Once the candidates will go through such advertisements then they have option to contact with
the hotel for asking them about the date of interview. At the time of interviews rounds,
candidates has been asked relevant question related to the vacant job and at last selected them
through handing over them an job appointment letter.
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TASK 4
4.1
T&D is determined as a standout amongst the best system that is attempted by the HR
administrator with the end goal to enhance the proficiency of the employees. HR administrator
will break down the necessities of preparing in every one of the offices and afterwards they will
conduct training sessions in which every one of the prerequisites will be satisfied. It is imperative
for the organization to have a better training and learning programs so that they can help the
workers in expanding the productivity (Pfeffer, 2010). T&D contributes a great deal in the
association. There are different kinds of training that is given inside an association. They are as
per the following:-
On the job training method – In this technique , the representatives are given training
programs inside the association itself. In case of IHG, the employees get preparing inside the
hotel just in which they are instructed how to manage the clients or how to welcome them or act
and so forth the different activities that are organised in form of Classroom Lectures, pretends,
Audio visual and so on.
Off the job training method – In this strategy, the staff individuals gets training outside
the association. Here the business simply need to train the staff by utilizing any technique.
Strategies for this training methods are mentor training, conferences, meetings and so on (Song
and et. al., 2010).
CONCLUSION
From the given assignment it has been summarised that Human resource department is
playing an equally important role than any other departments as it assist organisation to attain
skilled and knowledgeable employees which can give maximum support in their growth and
development. HR manager must required to perform its several functions such as recruitment and
selection, training and development programs etc. which develops motivation among workers to
work hard and perform with full of dedication so as to achieve development and success in their
professional career as well as organisational goals. It is important for Hospitality companies to
implement employment laws and legislation at workplace in order to maintain healthy working
environment within an organisation.
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REFERENCES
Books and Journals
Armstrong, M. and Taylor, S., 2014. Armstrong's handbook of human resource management
practice. Kogan Page Publishers.Glover and et. al., 2011. Critical success factors for the
sustainability of Kaizen event human resource outcomes: An empirical study.
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Barney, J. B., Ketchen Jr, D. J. and Wright, M., 2011. The future of resource-based theory:
revitalization or decline?. Journal of management. 37(5). pp.1299-1315.
Bolman, L. G. and Deal, T. E., 2017. Reframing organizations: Artistry, choice, and leadership.
John Wiley & Sons.
Buckley, R., 2012. Sustainable tourism: Research and reality. Annals of Tourism Research,.
39(2). pp.528-546.
Cloke, P. and Park, C.C. Eds., 2013. Rural Resource Management (Routledge Revivals).
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Crouch, G. I., 2011. Destination competitiveness: An analysis of determinant attributes. Journal
of travel research. 50(1). pp.27-45.
Fine, S., 2012. Estimating the economic impact of personnel selection tools on
counterproductive work behaviors. Economics and Business Letters. 1(4). pp.1-9.
Hobfoll, S. E., 2011. Conservation of resource caravans and engaged settings. Journal of
occupational and organizational psychology. 84(1). pp.116-122.
Jackson, B. and Parry, K., 2011. A very short fairly interesting and reasonably cheap book about
studying leadership. Sage.
Oechsler, W. A., 2011. Personal und Arbeit: Grundlagen des Human Resource Management
und der Arbeitgeber-Arbeitnehmer-Beziehungen. Walter de Gruyter.
Pfeffer, J., 2010. Building sustainable organizations: The human factor. The Academy of
Management Perspectives. 24(1). pp.34-45.
Song and et. al., 2010. Limits of predictability in human mobility. Science. 327(5968). pp.1018-
1021.
Teece, D. J., 2012. Dynamic capabilities: Routines versus entrepreneurial action. Journal of
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Online
Recruitment & Selection Hiring Process. 2015. [online]. Available through:
<https://hr.ucr.edu/recruitment/guidelines/process.html> .
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