HND Unit 18: Talent Management in the Service Industry Report

This report investigates talent management practices within the service industry, specifically focusing on the Intercontinental Hotel. It begins with an introduction that outlines the aims, objectives, and project management plan, including a Gantt chart and discussion of qualitative and quantitative research methods. The research involves data collection through questionnaires and interviews with hotel employees to assess the effectiveness of current talent management strategies. The analysis of the collected data, presented through charts and interpretations, examines employee perceptions of skill development, efficiency, motivational techniques, and the importance of talent management. The report concludes with recommendations for the Intercontinental Hotel to improve its talent management strategies and enhance employee performance. The reflection section discusses the value gained from conducting the project and its usefulness to support organizational performance.

TALENT
MANAGEMENT IN
THE SERVICE
INDUSTRY

Table of Contents
INTRODUCTION...........................................................................................................................1
Background .................................................................................................................................1
P 1 Aims ans Objectives..............................................................................................................1
P 2 Project Management Plan......................................................................................................1
P 3 Gantt chart.............................................................................................................................2
P 4 Qualitative and Quantitative Research Methods...................................................................3
P 5 Research Analysis..................................................................................................................5
P 6 Recommendations and Conclusion........................................................................................9
P 7 Reflection.............................................................................................................................10
REFERENCES..............................................................................................................................11
Appendix........................................................................................................................................13

INTRODUCTION
Background
In the competition in the market it is very essential for the human resource to increase the
potential of their human resources. The business organization needs to analyse all the factors
which are available in the business environment. The organization also needs to analyse the
potential of the human resources in order to manage their skills and knowledge. Organizations
which are increased with knowledge will also increase the chances to achieve competitive
advantage in the market.
P 1 Aims ans Objectives
Aim
The aim of the report is to provide brief information about the efficiency of the
Intercontinental Hotel so that they can increase the efficiency in making effective talent
management strategies.
Objectives
 To create better understanding about the efficiency of the employees
 To formulate an effective talent management strategies in intercontinental Hotels.
 To evaluate the impact of talent management in the organization to support growth.
P 2 Project Management Plan
Scope
Services industry is customers oriented and need to increase the satisfaction of the
customers so that they can increase the efficiency of the organization. Talent management is also
very important part of the organization which will help the organization to increase the skills and
knowledge of the employees so that they can achieve the organizational objectives effectively.
Intercontinental hotel also need to increase the efficiency of the employees of the hotel to
increase the customers satisfaction and improve the quality of services. (Taylor, 2018)
1

Time
This project will be completed in 5 months and it will increase the knowledge of the
Intercontinental Hotels to provide proper skills and education which will help the company to
determine the objectives.
Quality
The report has to maintain the quality of the analysis which will help the organization to
achieve the understanding of the research and formulate effective strategies to increase the
efficiency.
Cost
The report will cost 500 £ which will make the report effective and research and increase
the quality of the report. The marketer needs to analyse all the factors and it will also include
transportation charges, research charges.
Risk
The success of this report will be dependent on the understanding of this report by the
organization.(Lopes and et.al., 2015) The report will have low risk factors as the employees in
the organization are stable they will increase their knowledge eventually.
Resources
This Report will need information about the external and internal factors which will help
to formulate the effective strategies.
P 3 Gantt chart
Activity Month 1 Month 2 Month 3 Month 4 Month 5
Formulation of aim
and objectives
Selection of
appropriate
research
methodology
Literature review
Data collection
Data analysis
2

Findings and
recommendations
Report completion
3

P 4 Qualitative and Quantitative Research Methods
The research need to identify the effective resources to collect the effective data which
will help the organization to increase the efficiency about the talent planning and also increase
the quality of the resources. (Gannon, Roper and Doherty, 2015)
Research Type
The research is divided into two segments which will help to support the research and
increase the efficiency of the report. Qualitative research is the method which helps to create the
knowledge about the quality of the factors and also help to maintain the qualitative factors. This
method is done by the observation research, which also involves symbols and description about
the resources. Qualitative research is measured in themes of quality to increase the quality of the
operations and products and services of the organization.
Quantitative Research is the process in which the information is measured in terms of quality and
in terms of numerical so that it can increase the efficiency of the report of the organization. This
report will be using qualitative research to increase the efficiency of the employees.
Data Collection
Data collection is the process of gathering the information from the external and internal
sources to formulate an effective report and create strategies which can help the organization to
maintain the productivity(Clark, 2016).
There are two types of data collection which s primary data and secondary data. Primary data
collection is the process of data collection where the information is collected fresh and it is only
for the use of organization. In secondary data collection the data is not collected by the company
as it is available in the market which will help the organization to lower the cost. This research
involves both types of data collection. Since primary data is collected by the researcher for the
first time it provides critical review of the current trends of the research subject. However
primary data is greatly influenced by the personal opinion and thus more generalised results are
obtained. On the other hand secondary data is collected through books, newspapers,
organisational reports and journals or the research work of other authors. In secondary studies
processed data is used it helps considerably to use established facts and findings for drawing
relevant trends. However with secondary data collection it may be challenging for the researcher
to meet the specific needs of research objectives. Further primary data collection is also
considered as time consuming and costly as compare to the secondary data collection methods.
4

Data Analysis
It is the process of implementing the data which is collected to in the statistical manner
which will help to develop some theories which can be used in the research and create better
output. The research is classified according to the different patterns in the data which will help
the researcher to analyse the theory to form strategies. This research has adopted thematic data
analysis which will conduct the research on the themes which are developed in the report.
Sampling
Sampling is the process of choosing the population from which the data can be collected to
achieve the effective research and it will also help the research to be more efficient. This
research will adopt interviews and questionnaire of the employees of Intercontinental hotel. The
sample data will be taken from 20 employees who will help to analyse the different point of view
of the organisation.
Ethical Consideration
The researches will also have the knowledge and ethical values do that they can handle
the data effectively and also provide proper security of the data to the organization. As ethical
consideration should be appropriate to the sample, it should not harm the feelings of any
population and do not impact the values of the organisation. The research should also provide
proper respect to the unknown data resources and the research will also secure the privacy of the
data according the laws and regulations of the government.
P 5 Research Analysis
Q- 1 Have your organization helped you in increasing the skills and
knowledge? Frequency
Yes 5
No 8
Not sure 7
Total 20
5

Interpretation
From the above question it has been understood that 5 employees out of 20 employees
said that Intercontinental hotel helps them to improve their skills and knowledge with the help of
effective techniques and methods (Mangusho, Murei and Nelima, 2015). 8 out 20 employees
answered that the organization does not provide any improvement in the employees, and they do
not feel any increase in their skills and knowledge. The 7 out of 20 employees answered none of
the above as they are no sure about the operations the organization is doing for them. The
organization should also provide communication to the employees so that they can understand
the importance of skills and techniques used for them to develop them and increase their
efficiency. This chart also helped the researcher to understand all the behaviour of the employees
within the sample group of 20 employees from the organization from different departments
(Ustundag and Cevikcan, 2017).
Q-2 Does any of techniques and methods helped you to increase the
efficiency in achieving the goals of the organization? Frequency
Yes 7
No 6
Not sure 7
Total 20
6
Yes No Not sure
0
1
2
3
4
5
6
7
8
Column G

Interpretation
In this questionnaire 7 out of 20 employees answered yes as they agreed that they have
felt the change with the help of skills and knowledge which the organization have provided
them . This also help the researcher to understand that the organization have provided training to
the employees but not effectively as 6 out of 20 employees disagree as they did not become
efficient in doing their activities in the organization (Horner, 2017). The organization also needs
to increase the efficiency of the cultural values so that the communication can be distributed to
all the employees effectively and it will make it easy for the employees to increase the efficiency
and understand the objectives of the organization to increase the satisfaction of the customers. 7
out of 20 employees does not have the ability to analyse that they are efficient or not in doing
their work which shows that they are not efficiency and the decision-making skills are also
lacking in these employees. This also shows that maximum employees in the organization do not
have proper knowledge about the importance of training and developing themselves.
Q-3 Is there any motivational techniques used in your organization? Frequency
Yes 11
No 3
Not sure 6
Total 20
7
Yes No Not sure
5.4
5.6
5.8
6
6.2
6.4
6.6
6.8
7
Column E

Interpretation
This questionnaire helped the researcher to analyse does the organization use
motivational techniques to increase the efficiency of the employees (Cui, Khan and Tarba, 2018).
11 out 20 employees answered yes as they identified the motivational techniques which are used
in the organization to increase the efficiency. The organization has provided the employees with
incentives, bones on the basis of their performance record. Those employees who are not having
good performance showed disagreement with the question as they do not get motivated and
employees who said none are 6 out of 20 which means that there are still many employees which
do not know any motivation techniques in the organization. The organization also need to
provide better options and increase the quality of work environment to increase the
communication and increase their knowledge so that they can also be the part of the organization
to achieve the objectives.
Q-4 Do you think talent management is important for your organization? Frequency
Yes 9
No 3
Not sure 8
Total 20
8
Yes No Not sure
5.4
5.6
5.8
6
6.2
6.4
6.6
6.8
7
Column B

Interpretation
This questionnaire identified that 9 out of 20 employees think that talent management is
very important in the services industry and it is also very important for them to understand the
importance of the potential skills which are required to increase the efficiency of the company.
The 3 out of 20 employees which disagreed with the question as they think talent management is
not that important and the hard work of the employee will help the organization to increase it
efficiency. The employees which responded no to the questions also have the better knowledge
and good skills as they are not having effective interpersonal skills to support their growth. There
are 8 employees out of 20 employees which do not have information about why talent
management is important in services industry and in the hotel they are working in. this will
decrease the efficiency of hotel intercontinental and it will also decrease the quality of services to
decrease the satisfaction level of the customers (Makarius and Srinivasan, 2017).
P 6 Recommendations and Conclusion
Recommendation
From the above research there is some reconsideration for Hotel intercontinental which
will help the hotel to increase their efficiency and also help them to improve the efficiency to
compete in the market. Intercontinental hotel have employees many employees which help the
hotel to increase the services quality and increase the satisfaction level of the customers.
Although the hotel need to be more effective as there are many competitors which are more
effective and also help the employees to improve efficiently so that they can increase their skills
so that the hotel can also increase the opportunity to increase mote talented human resources.
Intercontinental hotels need to adopt Maslow's need theory to analyse the needs of the employees
9
Yes No Not sure
0
1
2
3
4
5
6
7
8
9
Column F

so that It will be easy for the management to determine the needs of all the employees an also
identify the effective motivational strategies which will increase the efficiency by fulfilling the
personal needs and making them loyal to the hotel (Tajuddin, Ali and Kamaruddin, 2015). This
will also help the hotel to decrease the cost as the cost of training and recruiting will be less and
it will increase the profitability of the hotel. The investment analysis should also be done in the
hotel by the external and internal analysis. There are various factors which impact the growth
and effectively of the business so that hotel has to determine the external factors to formulate the
effective strategies. There are many employees who are extraordinary in the hotel which the
hotel need to separate from the other and provide special training so that they can be leader and
managers and also provide their skills and knowledge to their employees to increase their
experience to increase the quality f their work. Intercontinental also need to provide a healthy
work environment to the employees who will help to decease the disputes and increase the
productivity and respect among all the employees.
Conclusion
This report had brief information about intercontinental hotel and the requirement of
talent management and panning the right talents to increase the efficiency of the hotel. As in the
hospitality industry customers satisfaction is very essential and it also helped hotels to provide
sense of competition in the market (Noe and et.al., 2017). As the hotel is operated with the
luxurious rooms and services to target high social class customers. The hotel also needs to
increase the efficiency of the employees in order to satisfy the customers and also increase their
experience in the hotel. This report also had a market and internal research analysis for the
employees to understand the current and future trends of the employees which would help the
hotel to increase their productivity and compete in the market. It also helped the hotel to increase
the information about the employees so that management could formulate the effective strategies
and increase the efficiency of the employees. Customer and employees retention was also
managed by the hotel to decrease the cost of the operations of the hotel and grow the Hotel
effectively. The hotel also provided many benefits to the employees who helped them to fulfill
their personal needs and made them loyal to the hotel.
10