Working with and Leading People - HR Module Report, Semester 1

This report delves into the multifaceted aspects of working with and leading people within an organizational context, using the Ritz Carlton hotel chain as a case study. It begins by outlining the recruitment and selection process, including the preparation of essential documents such as job descriptions and person specifications, while also highlighting the importance of legal, regulatory, and ethical considerations. The report then explores the skills and attributes of effective leadership, contrasting leadership with management and comparing various leadership styles. It also examines employee motivation techniques and the benefits of teamwork. Furthermore, the report analyzes the roles of team leaders and members, assessing team effectiveness in achieving goals. Finally, it addresses performance management, including planning, monitoring, assessment, and employee development, evaluating the overall success of the assessment process. The report provides a comprehensive overview of key human resource management practices, offering insights into creating a productive and engaged workforce.

WORKING WITH AND
LEADING PEOPLE

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
1.1 Preparation of documents to select and recruit new member of staff...................................1
1.2 Impact of legal, regulatory and ethical consideration to recruitment and selection process.3
1.3 Participation in selection process..........................................................................................4
1.4 Contribution of HR manager in selection process................................................................5
TASK 2............................................................................................................................................6
2.1 Skills and attributes needed for leadership............................................................................6
2.2 Difference between leadership and management..................................................................7
2.3 Comparing different style of leadership for different situation............................................9
2.4 Explaining ways to motivate staff to achieving goals.........................................................10
TASK 3..........................................................................................................................................11
3.1 Assessing benefits of team work.........................................................................................11
3.2 Importance of team leader and team members in different situation..................................12
3.3 Effectiveness of team in achieving goals ...........................................................................12
4.1 Factor involving in planning the monitoring and assessment of work performance..........13
4.2 Assessing the developmental needs of an individual..........................................................14
4.3 Evaluating the success of the assessment process...............................................................15
CONCLUSION..............................................................................................................................16
REFERENCES................................................................................................................................1

Index of Tables
Table 1: Job description in Ritz Carlton .........................................................................................2
Table 2: Person specification ..........................................................................................................3
Table 3: Difference between leadership and management...........................................................8

INTRODUCTION
Every business enterprise aims to achieve its organisational goals and objectives.
Managers and employees are collectively responsible to participate in this process. Their
efficiency level helps to coordinate between different activities and execute policies in same
manner as its planned. Generally, it is believed that managers are responsible to lead and guide
subordinates to perform their assigned roles and responsibility. They enrol right person for right
position so that its is easier to obtain targets within given time scale. It reflects the concept of
working with and leading people. The present report focuses on different aspects of staffing
function essential to render services and products in the market.
Ritz Carlton is a luxury hotel chain that operates 87 seven star hotels and resorts in
various countries and territories. The organisation considers human resources as most valuable
asset which make efforts to increase profitability and performance of the company. It makes use
of various theories and models for smooth functioning of manpower (Coles and Barritt, 2014).
Leadership plays important role in motivating and guiding human resources in correct direction.
It helps to build team spirit among team members and encourage them to work with commitment
and calmness. These theories help to achieve organisational objectives in better manner.
TASK 1
1.1 Preparation of documents to select and recruit new member of staff
Every year Ritz Carlton provides large amount of employment opportunities in the
market by enrolling numerous new employees in hotel group. Recruitment and selection process
is conducted effectively by the HR team. Documentation is crucial step in the process as it
clarifies requirements for a concerned position to both candidates and employers. Generally,
there are three primary documents prepared by HR team of cited company that are discussed
below: Vacancy insight: When human resource plan takes place managers are able to forecast
need for new employees (Herman, 2011). Vacancy insight reflects number of vacant
posts present in the company and emergence to recruit new employee on it rather than
promoting and transferring existing employees. Job description: As the evaluation process is over, the HR managers prepare job
description documents. The document includes elements such as general tasks, functions,
1

responsibilities to be performed, to whom the position reports and description of salary
structure.
 Person specification: It provides detailed analysis of qualifications, skills, experience
and knowledge required from a candidate for concerned post. It helps to clarify qualities
needed for attainment of duties efficiently (Selznick, 2011).
Ritz Carlton is recruiting Front Office Manager, necessary documentation is mentioned as
follows:
Front Office manager
Table 1: Job description in Ritz Carlton
Organization name Ritz Carlton
Job designation Front office Manager
Location London
Reports to General Manager
Roles and
responsibilities
 Screening phone calls, inquiries and requests
 Meeting and greeting visitors at all levels of seniority
 Organizing and managing the emails, faxes and post
 Resolving complains and queries of guests and visitors
 Organizing meetings (Zhang and Bartol, 2010)
 Conducting bank transactions on daily basis
 Scheduling and supervising staff members
Working Hours Flexible, as demanded
Salary Range According to the industry norms
2

Application date 25th June 2016
Interview date 30th June 2016
Table 2: Person specification
Essential Desirable
Qualification: Graduate MBA; Post graduate
Skills and abilities Analytic and reporting skills,
leadership qualities, Multitasking.
Strong communication, positive
attitudes, flexibility, well
versed with technology, good
command over languages
Physical attributes Presentable Good looking and well
groomed
Work experience 2 years 4 years
1.2 Impact of legal, regulatory and ethical consideration to recruitment and selection process
The HRM team of concerned business entity is responsible to avail healthy and fair work
environment to its employees. It acts as motivational tool for human resources to perform their
roles and responsibilities effectively (Galegher, Kraut and Egido, 2014). During recruitment and
selection process, HR manager of Ritz Carlton is liable to establish legal framework so that every
applicant is able to present his skills and attributes without fear or hesitation. Inclusion of
different rules and regulation in selection process have a positive impact over concerned
organisation and candidates. The description for the same is given below:
3

 Equality regulation: In order to develop market image, Ritz Carlton should adopt equal
employment regulation in its environment. The candidates should be given freedom to
express his personality traits and professional knowledge in front of interview panel. As
there are various steps involved in recruitment process which ought to be performed with
utmost sincerity and authenticity. Discrimination Act: Another crucial legislation is related to act of discrimination
(Innocenti, Pilati, and Peluso, 2011). The applicants should not be threatened or rejected
by HR manager on basis of age, colour, gender, religion or region discrimination. In
addition to this discrimination should not be made on basis of candidates physical and
mental disability. The candidates should feel confident that concerned company is
interested to examine their knowledge and skills rather than materialistic factors. Fair documentation: For successful implementation of recruitment and selection process
it is essential to practice fair documentation. It is beginning step of hiring process and
mangers should clarify qualifications and requirements for concerned position. In
addition, it helps to communicate and guide prospective employees about company's
plans and policies. This ultimately reduces risk of confusion that new employees faces
while performing assigned roles and responsibility.
 Efficient advertising: During recruitment and selection process, HR managers are
responsible to make people aware about vacant positions in the company (Ward, 2011).
This is done through publishing advertisement in newspaper, internet and employment
agencies. Fair advertising not only provides authentic information but also builds trust
among people in favour of organisational practices.
1.3 Participation in selection process
The selection process is conducted to hire best suited candidates from diverse applicant
pool. Each individual needs to undergo various stages so recruitment that includes written test,
psychological test, personal interview and medical interview. HR manager actively participates
in different stages of selection process which are lengthy and complex to perform.
Firstly, HR manager of Ritz Carlton prepares vacancy insight that represent proper
background of recruitment and selection process. It describes details related to educational
qualification, behaviour and personal attributes required in professional and duties to be
performed at a position.
4

The next in recruitment process is to publish advertisement about vacant position in cited
hotel group (Robertson and Cooper, 2015). HR manager make sure that there is which type of
medium is necessary to advertise like newspaper, radio, internet, campaigns in educational
institutes or employment agencies. Advertisement provides wide choice to attract large number
of employees towards organisation.
Now, the HR manager participate in scrutinise applications received and conduct
preliminary interview of candidates. It is a key step to invite applicants to cited hotel group
premises and provide employment opportunity. There should be effective use of communication
and inter personnel skills by HR manager to ordinate with candidates.
It is the most important stage of recruitment and selection process where applicants go
through written examination (Adeniyi, 2010). This is conducted to inquire and monitor
intelligence, aptitude, capacity, interests and suitability of individuals. HR managers are involved
in developing written examination criteria, screening resumes, preparing questions and
addressing solutions to it.
The candidates who are able to clear written examination are short listed for next phase in
selection process i.e., interview. It is conducted either by HR manager or group of interviewer
including him. They ask questions related to qualification, experience, family background and
performance in written examination. It helps to identify strength and weaknesses of
professionals so that desired outcome can be attained.
Finally, selected candidates are asked for at least two reference check by HR manager.
This is performed in order to cross check that information provided by candidate is appropriate
or not. Apart, HR manager is also responsible to conduct a medical examination in order to
witness physical and mental fitness of employees (Schweyer, 2010). The selection process comes
to an end with final appointment of candidate to respective position that he/she applied for.
1.4 Contribution of HR manager in selection process
HR practices are crucial for an organisation to manage its human resources effectively.
The HR managers acquire specialise knowledge about employee legislation and practices
therefore their participation plays crucial role. They are responsible to hire skilled and efficient
employees for the company so that profitability and productivity of Ritz Carlton is raised. It
helps to attain suitable candidates through pool of talent.
5

HR managers play crucial role in each and every step of recruitment and selection
process. They publish advertisement in order to attract good number of applicant for selection
process (Gardner and Laskin, 2011). It is taken into consideration that advertisement should
cover major elements like job description, person specification, roles and responsibility to be
assigned and pay structure for concerned position.
Another important part played by HR team of Ritz Carlton is to introduce applicants with
work environment and company's policies during preliminary interview. They communicate
effectively with applicants so that they are comfortable to participate in written examination and
interview process (Mendenhall and Osland, 2012). The concerned team ensures that questions
included in aptitude test are neither of high standard nor very low rather moderate so that
candidates are able to manage their skills in passing the examination. It will help to testify
professional knowledge and information of an individual.
The candidates that are short listed after written examination are carried out to net level
of interviewing. HR managers and their team are engaged in face to face interaction with
candidates. They ask several questions related to various field in order to examine confidence
and loyalty factor in the candidate. Applicants often become nervous in front of interviewer so
HR manager make them feel easy and comfortable to reply answer without any fear or anxiety
(Lev, 2013). They are responsible to examine strength and weakness of applicants so that proper
evaluation process take place.
When candidate is finally selected for concerned position the HR manager are
responsible to establish contact with them. They solve queries and issues questioned by
prospective employees and make them aware about code of conduct for concerned hotel group.
Apart, the HR manager is conducts reference check and medical examination before allotting
appointment letter to candidate.
TASK 2
2.1 Skills and attributes needed for leadership
Leadership refers to action of leading group of people towards certain common goal and
objective. Ritz Carlton is a brand equity which is developed from years due to effective
leadership of some specific persons. There are many qualities identified that are important for
great leaders among this seven are crucial :
6

 Proper vision and mission: Before building any cooperation leaders prepare their vision
and mission (Bush and Middlewood, 2013). It provides guideline about what things need
to be achieved as what measures should be taken to attain it. They communicate these
goals and objectives among employees so that it generates awareness about roles and
responsibility of each individual. Good communication skills: Leadership is addressed by features like speeches, seminars
and conferences where they put forward their view and objectives in front of masses. It
empowers them to interact with employees effectively. They guide and instruct
individuals clearly so that situation of confusion and chaos is avoided. Team build up: In order to conduct operations in organisation several members are
engaged in performing different activities (Peterson, 2011). Leadership helps to bring
together efforts of individuals and build sense of team spirit among them. It is essential to
motivate and encourage employees to work with complete dedication and desire to
achieve organisational success. Self evaluation: Another important skill and attribute of leadership is self evaluation of
activities performed by leader himself/herself. The leaders are able to focus on
developing their strength and making efforts to reduce intensity of their weakness. It is
effective quality for attaining future goals and increasing accuracy to perform different
activities. Risk assessment: This refers to careful identification of quantitative and qualitative
estimate of risk to a well defined situation (Offstein, Morwick and Koskinen, 2010). This
helps leaders to forecast small and big challenges that can be faced by organisation. In
addition, to prepare strategies and polices that can help to overcome concerned risk.
 Focus: Leaders always focus on needs of company and its market position. They make
proper analysis of what must be achieved and what is already achieved. They focus on
strength of organisation and factors that are essential for satisfying demands of customers
in a competitive marketplace.
2.2 Difference between leadership and management
There are two different concepts are generally considered similar that are leadership and
management. The business enterprise like Ritz Carlton require combination of both concepts in
order to execute plans and polices in favour of organisation. Leaders are those individuals who
7

lead team members so that every one is initiated towards their responsibility (Lepsinger, 2010).
On the other hand, managers are involved in managing, monitoring and controlling activities of
their respective subordinates. Leaders encourage and motivate individuals to put in the best
efforts for goal acquisition. While, managers are enrolled in assessing performance of employees
and provide them training sessions. So, it can be assumed that both concept are considerably
different in some manner which is evaluated below:
Table 3: Difference between leadership and management
Basis of difference Management Leadership
Role The managers play crucial role in
decision making process for the
company.
The leaders play major role in
implementing polices to
facilitate operations effectively.
Obligation In order to construct polices for
company they actively participate in
strategic planning (William, 2010).
Adopt motivational techniques
to influence interest of
employees in achieving
organisational success.
Responsibility Managers are responsible to monitor
and evaluate performance of
employees and provide them
training sessions.
On the other hand, leaders are
responsible to make team
members work effectively and
focus on solving their issues.
Direction The managers perform actions on
basis of already set and defined
parameters.
On the contra, leaders challenge
norms by making new ways to
execute operations (Fullan,
2014).
Risk factor Managers focus on minimizing risk
for organisation and employees.
While, leaders are enrolled in
taking risk to mange goals and
objectives of the company.
Regulation Laws, rules and regulations are
strictly followed by leaders to
ascertain better implementation of
While, leaders overlook
regulations in order to achieve
predefined objectives (Day,
8

work. 2014.).
Communication Managers interact with their
subordinates in formal and strict
manner.
On the contrary, leaders follow
friendly and informal style of
communication.
2.3 Comparing different style of leadership for different situation
Various activities undertake simultaneously in an organisation and leaders are liable to
handle them with systematic approach. There are different types of leadership styles developed
by researches and every style posses certain specific attributes which are essential during
different conditions (Crosby, Bryson and Stone, 2010). Depending upon necessary tasks to
complete and departmental needs there are various types of leadership styles which are as
follows: Laissez faire leadership style: It is considered as a free style of leadership where leaders
lack direct supervision of employees. Due to existence of highly experienced and trained
employees little supervision is required in this style. It is effective for technical
department of the organisation although this type of leadership hinders productivity of
those employees which require supervision. Autocratic leadership style: According to this type of leadership, employees lack
autonomy to perform activities on their own basis (Goffee and Jones, 2013). Leaders
guide and monitor every action of individual so that desired outcome is obtained. They
posses total authority to take decisions without employees participation and make close
supervision of their subordinates. Participative leadership style: This is also refereed as democratic style of leadership
where employees are given opportunity to participate in decision making process of the
company. Participative leadership boosts morale of employees to actively contribute in
introducing new ideas for company. This type of leadership is effective when the
company needs to make changes within its work environment. However, this style meets
challenges when companies need to make decision in a short period. Transactional leadership style: In transactional style, leaders receive certain task to
perform and provide rewards or punishments to team members based on performance
9