People Management for International Tourism Hospitality & Event

This report examines key people management issues within Hotelco, a five-star hotel operating under a global label, focusing on problems such as poor management, lack of motivation, absenteeism, high employee turnover, and low productivity. It discusses how ineffective management leads to a negative work environment, impacting employee performance and business objectives. The report then introduces the AMO (Ability, Motivation, Opportunity) theory as a framework for improving employee performance by enhancing their skills, providing motivation, and creating opportunities for growth. Furthermore, it emphasizes the importance of HRM practices, including recruitment and training, to address these issues and improve the overall business performance of Hotelco. The role of line management development is also highlighted as crucial for fostering a positive and productive work environment.

PEOPLE MANAGEMENT
FOR INTERNATIONAL
TOURISM HOSPITALITY &
EVENT INDUSTRIES

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................3
MAIN BODY..................................................................................................................................3
Key people management issues..................................................................................................3
AMO — Ability, motivation and opportunity theory................................................................6
HR Practice to improve the business performance of the Hotel-Co..........................................8
Importance of line management development.........................................................................13
CONCLUSION.............................................................................................................................13
REFERENCES..............................................................................................................................14

INTRODUCTION
People management define as the set of policies and practices, that are used to confine
the talent acquisition process or talent retention, along with providing the cooperation to the
organization or to give guidance to the employees (Martin and et.al 2021). It defines as the key
part of the Human resource management team, thus involves all the factors that are as how
employees carry out their work, how they behave and engage with others. People management
covers the employer branding, hiring, payment or safety wellness of the employee within the
company (Miller and et.al 2020). Hotelco a five star hotel which started in the year 2007, under
the recognized global hotel label. Hotel was constructed with aim to provide the better services
to the customer. Organization offers qualitative services to the customer, therefore due to better
services organization have good market position. This report covers the area which involves the
key people management issues that are responsible for various cause in organization. It further
describes about the HRM theories and practices developed in order to manage the issues.
MAIN BODY
Key people management issues
People management covers the broad concept which involves the huge responsibility in
terms of managing or providing the secure work force. Hotelco organization have well-equipped
team who are able to deliver better customer care services to their consumer. But after a time
they are consistently facing problems in their productivity, employee motivation all issues are
lead them to increase high employee turnover within their organization. The major problem is
identified is that their management team is not working properly in order to manage the work
place environment (Mayende and Joseph, 2020). People management have the responsibility to
control the company's management, in which the managers have the responsibility to ensure that
all things are managed in a appropriate manner.
Poor management:
Ineffective or unskilled manager is the main reason for the poor management, as they do
not operate the work place environment properly. Company's major responsibility is depends on
the manager, their work includes the enforcing the quality standards which is implemented by
the organization (Roberson, King and Hebl, 2020). Their main role is to manage all required

aspects of the employees, or to provide them enough motivation which led them to produce the
desired output for the organization. If the manager do not follow their duty properly which
drives the negative environment at the work place, in such situation it causes major problems for
the company to accomplish their business objectives. For an example companies like Tesco,
Mark and Spencer have better management team which make enable them to maintain good
market position. Therefore, if any organization have inferior structure and poor management
team then it will be difficult for them to achieve their goals and objectives. Poor management is
responsible for all the issues as staff turnover, productivity or performance issues. As for the
hotelCo, it seems that all things were going appropriately as per their business purpose, but after
a time their position started falter in their market field. Company’s leader does nothing in order
to improve their work culture, which results in massive fall in revenues and high staff turnover
(Hess, 2020). Leaders and manager does not play their duty with honesty, which ultimately
gives the chance to other organisation to rise in the market.
Lack of motivation:
Motivation is something which gives the positive energy to accomplish the goals and
objectives, as for the business their key players are their employees. Therefore it is important for
the company to motivate their employees, to show them a path which they have follow to
increase the productivity in business operations. But the problem encounter when company have
the poor work place environment which is mainly due to the poor management team.
Management team are in charge of enabling the safer and healthy work place environment, so
that it will encourage the employee to focus on their work. As for the example leader of the
Sainsbury possess the relevant skills which can seen in employee motivation also enable the
employee to show their best performance (Salleh and et.al 2020). Lack of motivation is mainly
cause when management team have no idea about what to pursue next it is due to the lack of
knowledge and skills. Thus it affect their work process which also reflect in employee
performance, they do not encourage employees or show them right path as next step in order to
carry out the business operations (Pitcher, 2021). Therefore for the hotelco organisation this
issue also raised due to poor handling of the people management team, as candidates in human
resources are not seem more concern about the company’s performance. Managers are

completely seen failed in their duty, due to this employee does not found it worth to work in
their organisation, which lead them to look for other option for their career.
Absenteeism:
Absenteeism define as when the staff is habitual to take off from the work or to not come
on work, employees did it on purpose or unintentionally. Some of the absenteeism can take
place due to the negative work place environment, harassment, discrimination or job hunting.
Huge range of absenteeism causes the higher price for the employer. Absenteeism is the stressful
situation for the organisation, as when employee do not come on work it generally give the
ripple effect over the work place environment and performance of the team (Rasool and et.al
2020). When the employee does not feel that they are valued and respected, in such they do not
show their productivity in work which result in their exit from the organisation. For the hotelco
organisation due to their poor structure some employees feels that they are no longer valued and
recognised in the company, as management team do not show their concern to give reward to the
employee for their hard work. This makes the employee to take leave from their work or to back
out from the company.
Turnover:
Employee turnover rate is defined as the complete measurement about the number of the
employee who leaves the company. High turnover cause may problems, as it completely impact
the productivity of the organisation. When the employer do not carry out their work properly
which results in high turnover. Other reason of employee turnover that manager use the biases
and to discriminate the employees, which results in negative environment as well as enable the
employee to quit the company (Supaman, Nasir and Serif, 2019). Therefore for the hotelco
organisation their people management team is not able to manage the work place resource, also
they do not focus on the employees skills development activities, which enables the employee to
switch their job for their sake (Byström, Heinström and Ruthven,2019). Poor work place does
not listen to the employee complaint; also ignore the worth of the employees in the organisation,
due to such issues employees feel not to work longer for the company, also search for the other
job option where their work valued and recognised.
Low productivity:
Low productivity indicates that resources are not properly managed in the way they has
to be managed. If the organisation do not have the skilful employees then it will be difficult for

them to manage their operational work. All depends on the better recruitment process for the
employee, it is the major responsibility of the human resource team to search for the better
candidate, or to select the applicant in which they see the capability in order to fits in workplace
environment. Low productivity gives the major negative impact over the economic growth of the
business. Therefore human resource management team is responsible to provide the better
training sessions for the employee in which they focus on to enhance the knowledge and skills of
the employees (Rezart and Ylber, 2020). But for the Hotelco organisation all scenario seems
different their resource manager do no give their good performance which cause the efficiency
of the organisation. Also affects the business productivity.
Therefore due to the poor people management organisation have been facing many
problems, also they have the threat of rising competition in the market. These issues are need to
be addressed carefully otherwise company will have to face major turnover in revenues.
AMO — Ability, motivation and opportunity theory.
This HRM theory and model describes the three independent work activities from which an
organization can shape and design their success. This method is utilized to increase the
employee performance in the organization so that it can be beneficial for the company and
employee as well. The relationship between the theory of AMO factor and line managers HRM
can provide the effectiveness in the organization (Dastmalchian, Bacon, McNeil, and et.al.,
2020). There three components are ability, motivation and opportunity, these steps can increase
the HotelCo success and improve their issues happening in the company. Let's understand this
theory in the detailed manner below :
Ability : The term ability describes the power and strength of an individual from which they can
furnish the particular work process. It is a skills and knowledge which can make an employee to
achieve the targets and goals. Nowadays, abilities are the important part in any organization
culture. Different skills and ability can increase and improve the growth of the company. For
example : The HR management of the HotelCo company requires to increase the abilities of
their employee so that they can improve their productivity. For the improvement of the abilities
and skills management requires to identify the employee skill by monitoring their performance
(Redlein, Höhenberger and Turnbull, 2020). Examine the performance of each employee can
aid them to understand their skills from which they can utilize their abilities at the particular
work structure and according to the situational approach.

Motivation : In this method, management is responsible to provide the motivation to the
employee. Motivation is the effective and forceful feeling from which people can achieve their
targets and goals (Song and et.al., 2020). For example : The HotelCo hospitality should focus on
the employee motivation from which they can generate the higher productivity. The company
can utilize the different strategy to increase the employee motivation such as providing them
rewards, appreciate them in front of the entire team members, ask their opinion and also can
involve them in a decision-making process from which they will feel comfortable in the work
environment and enhance can feel motivated.
Opportunity : The opportunity theory is explaining the possibility and chance to an individual
employee to grow and develop. Giving the opportunities to the employee will increase the
profitability of the organization and employee as well. For example : The hospitality HotelCo
can provide the opportunities to their employee so that they can be able to develop themselves
and also provide the improvement in the organization. Providing the opportunity to employee
will make a feeling of faith and trust in them (Mowbray, Wilkinson, and et.al., 2020).
According to the HotelCo company, they can provide employee an opportunity of managing the
particular work structure it can be banqueted and conferences, food management, restaurant
management, spa and wellness or many others. Giving the opportunity to lead the specific
management in the organization makes employee to feel the valued and responsible part of the
company. Applying this step, the company can enhance its growth and decrease the different
issues occurring in the company.

HR Practice to improve the business performance of the Hotel-Co.
Recruitment process : The recruiting and hiring is the major part of the HRM practices. A
management has a responsibility of hiring the people in the organization. These practices require
a proper planning and designing of the employee role and responsibilities. In most of the
organization, management hire the people who cannot able to provide them an effective result.
HotelCo company HR management should focus on the hiring system and need to improve their
Illustration 1: AMO model

searching for the employee (Dwesini, 2019). An HR management should recruit the people by
identifying and evaluating their skills and abilities which are suitable for the organization job
role or not. HotelCo company can utilize the social media platform where they can search and
identify for the suitable people for their hospitality industry. An employee with suitable skills
and abilities can provide the effective result to the company and enhance the productivity of the
hospitality.
Inclusive Workplace : In the organization it is important to balance the work environment. In
the HotelCo hospitality, working together in the form of team is an issue because of diverse
workforce. The HR management should focus on the employee engagement and require to
evaluate the performance of an individual employee. HR has a responsibility of maintaining the
work surrounding at better place from which the HotelCO can increase their turnover. Following
this practice HR management should support their employee and requires to encourage them for
their efforts and hard work (Sharma and Jain, 2018). Hilton's hospitality also uses and focus on
the employee relation and organize the month end event so that employee can engage with each
other. HotelCO company also can provide and construct motivational kinds of events where the
employee can meet with each other which will also increase their motivation and faith towards
the organization (Bibi, Ahmad, and et.al., 2018). When the organization has an inclusive
workplace then the company can be able to increase their creativity and innovation from which a
company will be better able to improve the productivity and also helps them to build their status.
Track performance : In the hospitality sector, evaluating the employee performance can lead
them to improve their growth. HotelCo HR management should track the employee performance
from which they will understand the abilities and work structure of an employee. Applying this
method, management will be able to understand the skills of the employee and can provide them
a suitable job role. Examine the employee performance can also lead the HR management to
understand the obstacles an employee is dealing with. Along with this, HR management should
also able to identify the absence rate and employee turnover rate which will help them to
understand their needs and requirement. HotelCO HR management can provide the effective
training sessions to the employee so that they can improve their skills and knowledge from
which it will definitely affect the company productivity and increase the turnover of the
organization (Al Doghan, Bhatti, and et.al., 2019). Tracking and examine the employee
performance HR should also understand the reason and purpose behind employee leaving their

job and what are the areas of problems. Marriott Hotel also monitor their employee performance
which will helps them to grow and develop.
Rewards : Performing this theory benefited many of the organization inn the previous time. HR
management of HotelCo can provide the reward system to their employee which will create a
huge impact on the organization growth. In hospitality industry, this practices determined as the
great approach and function which should implement in the organization. A reward system for
employee can benefit the HotelCo more than the employee. An employee will put their best
efforts and hard work in the company from which guests and customer will walk away happily
from which the consumer scale will also increase (Camilleri, 2021). HR Management can
provide different ways of rewards such as it can be in money form, offer them flexible schedule,
health and wellness insurances, free kit of clothing and stuff and also can serve them a holiday
period. HotelCo company should apply this reward system to their employee and can get an
effective result which will increase the presence of the employee and increase the productivity.
The Imperial hospitality also utilizes these HRM practise and keep their financial benefits at
stable position.
Communication : In any organization or department it is obvious that communication is the
first way of interacting people. At the time of recruiting and hiring, the HR management should
make the new employee to interact with the employee who are already working in the company
and also can meet up with the manager so that they will not find any issue and problem while
connecting with the employee member. Communication is the best way to make an
understanding between people so that they can be able to support each other and can work as a
team. For example : HR has a responsibility to provide the effective training to the employee
from which people will get an opportunity to connect with each other (Pham and
Tuckova,2018). Apart from this, HotelCO HR management can also organize the meetings
where people can share their feedbacks, demands and suggestions from which an employee will
feel a valued part of the company and can be able to increase the productivity and turnover of
the organization (Woodrow and Guest, 2017). Draycott Hotel management obtain the better
employee engagement by following these HRM practise.

Illustration 2: Human resource practices

Training design chart
Training topic and
Activities
Training mode Time Status
Project management
and its tools
Offline in office
premises
3 hours completed
MS project Online 2 hours Running
Share point Offline 2.5 hours Not started
Languages skills class Offline 4 hours Running
Leadership and
communication skill
development class
Online 3 hours Nor started

Importance of line management development
Line management define as the employee management, in which the major functions of
the line management team is to recruit, or to mentoring the employees for their development. It
is the responsibility of the line manager to directly control the employee activity and to ensure
that all work are carried out according to the strategy, their work also to report the up to date
report to the high rank manager so that further planning can be made accordingly. key
responsibility of the line management team is to improve or promote the employee engagement
within the company, to encourage them in working with team or to enhance the communication,
otherwise it will be difficult for the businesses to achieve their goals (Paais and PATTIRUHU,
2020). If the hotelco organisation also proceeds to improve their line management team then
they will be able to limit all the cause, it will be better for their employee engagement with
company’s resources. Therefore if company do not improve their line management function then
it will be difficult for them to grow as well as liable to face the vulnerable consequences.
CONCLUSION
In this report, it has been concluded that human resource management plays a vital role
in the hospitality industry. The report has performed the discussion over the people management
issues from which organization is facing the failure. Along with this, the above summarize brief
applied the different strategies and models to overcome the issues happening in the company.
Apart from this, the study is determining the importance of human resource management and
some practices from which the company productivity and turnover can raise in the effective
manner.

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