Human Resource Management in Service Industries: A Ryanair Case Study

Desklib offers solved assignments and past papers to help students succeed.

Human Resource Management for Service
Industries
Student’s Name –
Student’s ID -

Executive Summary
Human resource department plays one of the most significant roles in the service industry and it
is helpful in the smooth functioning of the business in the service industry. Based on the topic of
this assignment that is “human resource management for service industry” there is a case study
on the company Ryan air. This assignment consists a brief description on four major tasks that
understand the human resource management for the company, to understand the effect of
employee relations and the employment law on the airline company of Ryan air, to understand
the recruitment and selection process of the company and understanding training and
development in the service industry of airline industry

Table of Contents
Introduction......................................................................................................................................4
Task – 1............................................................................................................................................5
Introduction..................................................................................................................................5
Analysis on the role and purpose of human resource management in a airline industry
specifically Ryanair.....................................................................................................................5
Creation of HR/Staffing plan for daily flight service to Toulouse from summer 2020..............6
Conclusion...................................................................................................................................8
Task- 2.............................................................................................................................................9
Fact Sheet for trainee manager in Ryan air – [See Appendix for the Fact sheet]........................9
Current state of employment relation in the airline industry and Ryan air.................................9
How employment law affects the management of human resource within Ryan air................10
Task – 3..........................................................................................................................................11
Introduction................................................................................................................................11
Discussion of the job description and personal specification for pilot role...............................11
Comparison of the selection processes of Ryan air, Pilot role and transport for London,
customer service assistant role in Victoria coach station..........................................................12
Conclusion.................................................................................................................................13
Task – 4..........................................................................................................................................14
Conclusion.....................................................................................................................................16
Reference List................................................................................................................................17
Appendix........................................................................................................................................19

Introduction
Human resource management is basically, the concept of managing the employees in the
company for the smooth functioning of the business. In the service industry, HRM plays an
important role by managing the large workforce. The chosen company is Ryan air. This
assignment will study the purpose and role of human resource management and a staffing plan
will be created for ensuring the smooth functioning of their new services. The effect of
employment law on the management will be highlighted and a personal specification and job
description will be reviewed. Lastly, an article will be created to understand the type of training
that is given to the employees for the success of the new service. This assignment will highlight
the staffing plan that will summarize the daily flight service and along with that it also consists
of the fact sheet that will be for the trainee manager.

Task – 1
Introduction
Human resource management has a very significant role in the service industries as it manages
the whole workforce of the company aiming at enhancing the employee performance and
eventually leads the company towards prosperous growth (Armstrong and Taylor, 2014).
Analysis on the role and purpose of human resource management in an airline
industry specifically Ryanair
HRM was enabled in the business organization because of its humongous effect in achieving the
main goals of the company. This department ensures employee management in the organization
and development of the employees in the organization. This is solely responsible for giving the
company the required workforce so that the company can run its business smoothly and
profitably (Bach and Edwards, 2013). The company Ryan air has been positively impacted by
the HRM roles in their business. There are various roles of human resource department in the
airline industry; some of the role is as follows:
Recruiting: Recruitment is the process of hiring the most eligible candidate for the right job
vacancies. In this process, the HR department of the company conducts several; rounds of
interview in order to select the best candidate out of all for their company. There are different
types of recruitment such as internal recruitment and external recruitment, which can be done
with the help of various processes. In the company, Ryan air the HRM plays a significant role in
recruiting the best suitable candidates for filling the vacancies in the company.
Training: Training and development are one of the main roles of HRM in the service industries.
Being in the service industry the organization needs to take the special efforts to provide the best
services to its customers in order to attain the main and ultimate objective of the firm. The HRM
is responsible to train the employees so that they can improve their performance in their
workplace and exactly understand the company’s main motto.
Management of the employees: HRM department has the role of managing the workforce in the
organization in order to maintain the organizational culture. This department ensures that they

manage the whole process of the organization so that they can compare the performances of the
employees and motivate them to work more efficiently ion the organization.
Maintain the operational efficiency: HRM has the role of maintaining the operational
efficiency in the organization by providing the company with the required workforce (Torrington
et al., 2011). In the company Ryan air, the HRM department has the responsibility of the smooth
running of the business by supplying the required and good workforce in the company.
Comply with the employment legislation: HRM department has the role to ensure that the
employees are well versed with the company’s legislation so that they do not face any
misunderstanding in the future and should religiously follow the company’s law without failing.
Ryan air’s HR department has the role of ensuring the pilots and the other employees to follow
all the laws termed by the company.
Creation of HR/Staffing plan for daily flight service to Toulouse from summer 2020
Staff role Number of
staff
required
Job role Working
hours
Predicted
staff
turnover
Flight
attendant
10 The main job
role of the
flight attendant
is to make sure
that the
passengers are
safe in the
flight.
56 hours a
week
5%
Ground staff 10 The main job
responsibilities
of the ground
staff are to
assist the
passengers to
the flight.
60 hours a
week
2%
Ramp planner 2 The ramp 42 hours per 2.3%

planner is
responsible for
having the
knowledge of
arrival and
departure of
each flight.
week
Cabin Crew 10 Cabin crew is
responsible to
assist the
passengers in
the aircraft.
50 hours per
week
4%
Airline Ticket
agent
5 The job role of
the airline
ticket agent is
to assist the
passenger in
the ticket and
baggage
counter.
60 hours per
week
3%
Table 1: Staffing plan
(Source: Created by the learner)
Summary
In the above-given table, it is found that there are 5 staff roles which are required in the company
in order to successfully implement the plan for the daily flight services to the city Toulouse
2020. This staffing plan has five roles, which are important for implementing the plan. In order
to start the daily flight service the airport will need at least 10 flight attendants in order to keep a
check on the flights, 10 ground staffs for assisting the passengers. 2 ramp planners for keeping
the track, 8 cabin crew for providing good services to the passenger and 5 air ticket agent in the
ticketing and baggage counter for assisting the passengers (The Guardian, 2019). This staffing
plan will be helpful for the company to successfully implementing its plan. The staff turnover for

these job roles varies from time to time. From the recent analysis, for the role of flight attendant
the turnover rate is 5%, for ground staff it is 2%, for ramp planner, it is 2.3%, for cabin crew it is
4% and for air ticket agent it is around 3%.
Conclusion
Based on the information provided above, it is cleared that HRM plays an important role in the
conduction of the business in the company Ryan air. There are different roles of the HRM in the
airline industry of Ryan air. There is a staffing plan, which will be proven beneficial for the
company for the future planning of initiating the flight service to Toulouse.

Task- 2
Fact Sheet for trainee manager in Ryan air – [See Appendix for the Fact sheet]
The current state of employment relationship in the airline industry and Ryan air
The airline industry of Europe has experienced one of the most significant and diverse conditions
in the market because of liberalization and the new-cost policy of the airline industry. This
economical condition of the European market has shown a significant impact on the employment
sector of this industry (Noe et al., 2107). The situation of the career is been improving recently in
this industry. There are different roles of employment in this industry such as the pilot, aircraft
engineer, ground staff, cabin crew, etc. The company Ryan air after the improving business in
the company has taken a lot of steps in order to increase employment in their company. Ryan air
was the first company who carried out the strategy of low-cost fares into their business. With the
help of this new approach, the company have seen the subsequent growth in the recent years and
made its position as one of the leading companies in the airline industry in Europe (Vatankhah et
al., 2017). Currently, this company is focused on filling the vacancies in their employment
sector. They have recently approached to maintain the industrial relation in recent years.
The employment level in this industry has been falling in recent years; however, this company
has taken certain steps in maintaining the employment relationship in their company. The
company has majorly focused on gender balance, which will eventually eliminate discrimination
in the company. For instance, there is a difference in gender balance in different countries such
as in Germany, this industry is biased to the male employees and there are very few women in
this sector. The trade unions, which are the major part of the organization, insisted this Ryan air
to directly employ the pilots for the company. Meanwhile, the first organization that has signed
for recognition deal with Ryan air is the pilot association. The trade unions of Ryan air have
demanded many changes in their employment sector (Estlund, 2018). In that case, the
employment relationship in Ryan air is getting affected and the relation is not good with the
employers. The company has been maintaining its strategy to create fear among their employees.
From the latest media coverage, it has been found that there were incidents in the company
where Ryan air fired four of their cabin on the basis of distinctively fatigue reporting The

Company faced various strikes by the trade union which was a busting after a long period of time
(Countouris, 2016).
How employment law affects the management of human resource within Ryan air
The employment law is creating great effects on the human resource department of Ryan air.
There are various laws, which create great impact on the human resources department such as the
fair labour standard act that means the company has to pay fair remuneration to the employees
working in their organization; their overtime payments should be given to the employees who
work for more than 40 hours of the work time, etc. This act has been affecting the human
resource department of Ryan air as the labour force in this company are working more than the
usual working time such as the pilots have to work for more 50 hours for which the company did
not provide the extra remunerations to them. Secondly, the laws are about occupational health
and safety act, which has a positive impact on the company as Ryan air is known for providing
the safety measures and safety training to their employees. According to the civil right law, the
company should not do any kind of discrimination, which is being done in the company as there
are a lot of countries where gender-based discrimination have been observed. It has been seen
that in the trade union of the company has been protesting for various changes in the
employment sector of Ryan air.
The European transport workers’ federation (ETF) has been supporting the employees of the
company to raise their voice against the wage rate in the organization (Salimans et al., 2016).
However, the company has taken one of the major decisions in shutting down its France base.
Ryan air has been consistently violating labor laws. Five governments in Europe for ignoring the
labor laws in their company have warned the company. These status of the company getting such
warnings are affecting the HRM of the company as the human resource department of the
company have to deal with the employee rage after all these (The Independent, 2018). They are
not getting employees for filling the required vacancies of the company as because of the
company’s reputation because of violating the labor laws in their organization, which is affecting
the business of the company.

Task – 3
Introduction
Recruitment and selection have an important role in the aviation service industry. Recruitment is
the process of hiring the potential candidate for the right job profile, whereas the selection
process is about choosing the candidate for the right job role.
Discussion of the job description and personal specification for the pilot role
The company Ryan Air has the vacancy for the role of Pilot in their company; in that case, the
company has provided job descriptions in order to receive the eligible applications. The job
description has the responsibilities and the person specifications for giving a brief to the
applicant about their need in the company. The job responsibilities of the pilot of Ryan air will
be to make sure that all information about the route, the weather, aircraft and the passengers
travelling in the plane has been received before the take-off the flight. The pilot needs to make a
flight plane detailing about the route, which will be taken by the flight, the altitude of the flight,
and the fuel, which is needed for the plane. The responsibilities of the pilot include ensuring the
balance in the fuel for the safety and make sure that the safety systems are working properly
before starting the flight. The pilot needs to brief all the information to their cabin crew and to
keep consistent contact with all the cabin crew presents in the flight. He should also need to
conduct the pre-flight checks on the systems of navigation and operating systems.
The responsibilities of the pilot include ensuring the noise regulations at the time of take-off and
before landing. The pilot should understand and be good in interpreting the data from the
instrument and control. He would have the responsibility of the regular checking of the aircraft
from time to time and in different weather conditions. The pilot has the responsibility to
communicate with the passengers in the plane for maintaining the communication and informing
the necessary information to the passengers. The pilot should be a quick thinker and should react
quickly on environmental changes. At the end of the flight, the pilot needs to write a report
discussing the incidents or any problems happened in the aircraft during the flight.
The person specification is given in order to receive the most eligible candidates. The person
who will be applying for the job should have the unrestricted right to living in Europe. The

person should not be over the age of 65. The Person should have a valid license such as EASA
Part FCL, JAR FCL, etc. The personnel should carry a valid FU for proving that he is medically
fit. The pilot is not allowed to fly for more than 1200 hours. The pilot has to fly for a minimum
800 hours in the B737-300 to 900 series. The applicant should carry the license, which has the
B737 300-900 listings. The JAA & EASA license holders should make their application within a
period of 36 months. The person who is applying should have excellent fluency in the English
language. The person should have operated on the B737 300-900 being the first officer before
the period of 36 months before the course date.
Comparison of the selection processes of Ryan air, Pilot role and transport for
London, customer service assistant role in Victoria coach station.
There is a table provided below shows the comparison between the two job roles and the
selection and recruitment process of two companies.
Pilot – Ryan air Transport for London, Victoria Coach
station, Customer services assistant
In the first step, the company Ryan air places
their vacancies on their webpage.
In the first step, the vacancies are positioned on
the transport for London (TFL) website; they
also use the services of recruitment agencies at
the time of recruitment.
In the second step, the company provides the
application forms, where the applicants need to
fill the form which includes the educational
qualification, experience, and few multiple-
choice questions asking age, validation of the
license, etc.
In the second step, the applicants need to create
their own login and the password for viewing
the job vacancy on the website of TFL.
In the third step, the company will evaluate all
the answers and if the answers are yes, then the
company will conduct an assessment day
where the company will provide the applicants
with the briefing about the company’s
presentation and the HR will conduct the
In the third step, if the applicants will select the
vacancy, for which they want to apply and
complete their online application and if the
applicants meet all the basic criteria they will
have to face the online situational test. After
successfully passing the situational analysis the