Delivery in day(s): 5
A very essential practice for a business that desires to increase the performance and productivity of its employees is Human Resource Management. Human Resource Management department in an organization is commonly concerned with many extensive operations such as the process of recruitment, training and development of the newly recruited employees, their performance analysis along with their appraisal. Human Resource Management is actually responsible for the ways in which an organization behaves. This unit 18 HRMSI assignment is an endeavour to study and look into the practices of Human resource management within the business entity UKCBC Hotel. (Brunot, 2010)
Being appointed as a trainee in Human Resource Management Department of the UKCBC Hotel, my motive would be to assess and analyse the significance of Human Resource Management in the hotel industry. Employees or the Human Resource is the most significant resource of an organization. Therefore it is essential to have prudent Human Resource Policies.
Issues plugged away by the ukcbc hotel in its hr policy:
UKCBC ensures that the company plugs away the following human resource issues:
Problems that are addressedin hr policies at ukcbc: A large number of issues are addressed within the policies incorporated in human resource management, depending upon the kind and the nature of the company and the nature of its business. Instances of issues of this kind include the policies such as policies for promotion ; medical benefits given to the employees; benefits of using equipments and resources of the company such as access to telephones, Internet, personal use of fax machines, etc.; drug testing; sexual harassment; smoking; retirement plans; pension, child and elder care; reimbursement of expenses of employees like the travelling expenses and expenses associated with the conducting of the business of the company; training assistance; grievance redress; dress codes; sponsorship for recreational activities etc.
Reducing the attrition rate and retaining talent with the help of appropriate hr policies of ukcbc: UKCBC has a belief that if HR policies are applied prudently and appropriately, they give an edge in the effective management of change via the adoption of progressive techniques. Having this vital point in consideration, the focus of Human Resource policies of UKCBC is on areas like acquiring and retaining talent, training and development of employees, social security benefits and compensation management.
UKCBC tries to hire the best possible talent available in various disciplines through a very rigorous procedure of selection. Another priority of UKCBC is the training and development. Apart from the regular in-house programs of training, various management development programmes are organized in association with the management institutes of good reputation, in order to help the employees or executives to keep themselves updated and acquainted with latest management philosophies and concepts.
Emphasising on ensuring social security benefits in hr policies of ukcbc: Benefit of social security is again another important aspect that UKCBC emphasizes upon on consistent basis. The company emphasises on policies so that they ensure the benefits of social security to the employees during service as well as after retirement. A number of prominent measures in this respect are best possible medical facilities for the employees and their dependents. Various sincere efforts are made by UKCBC to meet the expectations and aspirations of the staff via the adoption of best possible HR practices. Various bench marks and studies with respect to organizational culture, employee satisfaction, climate motivation, etc are conducted from time to time by external agencies or in-house expertise so as to comprehend and introspects the pulse of the employees and undertake required corrective measures. (Introduction to human resource Management and environment, 2009)
For the development of the human resource plan estimation of the demand and supply of the services rendered by UKCBC Hotels is made. An analysis of the requirement of the workforce is conducted and the vacancies are fulfilled via the promotion of employees already employed and the recruitment of new employees for such vacancies on which internal promotions are not possible. (Lunenburg, 2012)
Hr planning based on supply and demand at ukcbc:
Employment relations referred a small possible interconnections and links developed in official or unofficial ways by managers, employees, and employee representatives like the trade union officials. No concept of the unionization or collective bargaining etc is found at UKCBC hotel but the employees are provided with the consultation by a consultant who does this with the help of the collected feedback and the employees’ complaints. The procedures for filing complaint and grievances are designed at the UKCBC itself and no demand for the statutory requirements and the procedures etc are required. The empowerment of employees is done by the medium of the delegations, authorities and the responsibilities assigned to them. This helps in empowering employees by other means than the means of collective bargaining and unionization.
The management of human resources at UKCBC is largely affected by the employment laws that govern the hospitality industry. A large number of laws and regulations exist that have to be followed by the hotel.
Some of the major employment laws are mentioned below:
Employment Rights Act (1996): - This act incorporates all the rights with respect to the employment of the employees. These rights mainly include: -
It is essential for UKCBC to follow these acts as it helps the employer as well as employees to know the rules and regulations set by the government for the benefit of the company as well as the people working in the company. (Legislation of Government of U.K., 2009)
Work Act 1974: This objective of this act is to provide completely healthy and safe working conditions to all employees working in UK. Main characteristic of this act is to cooperate with the supervisor, senior, and employer in order to carry out the duties effectively and to take proper care of others and self at the workplace. This act also declares that employees must not intentionally get into the way of safety and health. For example, the employee must not leave fire doors undone; must remove the signs of fire exit etc. (Legal Information Institute, n.d.)
Right to work in Healthy and Safe environment: All employees have the right to work in safe and healthy conditions and all employers have a duty towards the provision of safe, healthy and secure working conditions for the employees working in their organisation. The rules that comes under this section are: -
Contracts of Employment: Contract of employment refers to the contract which includes the terms and conditions with respect to employment of the employee in an organisation. It is vital for the employees to know the terms and conditions that are mentioned in the contract as this helps both the employer as well as employee in case of conflict. The elementary elements for this contract to exist are:
Actions against unfair dismissal: This act empowers the employees to take legal actions against their employers in case there is unfair dismissal of them and their services in the organization. In UKCBC the management can ask their employees to work efficiently and effectively if they do not deliver services according to the required standards, but cannot dismiss any employee. The management has to provide legal notice to the employee if such condition arises. (Advice Guide, 2010) Therefore, the Human resources management at UKCBC hotel must keep in consideration all the employment laws and treat all the employees equally as the failure from the hotel’s side to comply with any of the employment laws can make the hotel to pay penalties and punishments.
Job Description refers to the part of the process of Job Analysis. A Job Analyst studies a job and collects the relevant statistical information related to the job. Then the job analyst prepares a summary of all the information that is collected by him and then summarizes it in a prescribed form that is known as Job Description. The specification of the qualifications, personal skills, abilities, and experiences that are to be considered during the recruitment and selection process is known as Personal specification. The criteria for this includes duties to be performed in the job and minimum eligibility requirements for performing the job effectively. (Cushway, 2008)
In UKCBC Hotels there are various jobs for which various qualification, abilities and eligibility conditions are required. The two positions that we take into consideration are the job of a waiter and the job of a receptionist at the hotel.
Job description of waiter:
The waiter’s basic job is to take orders from customers and patrons and to serve food and beverage to them at tables in the dining halls.
Responsibilities to be borne by the waiter:
Essential eligibility for the waiter: Any kind of formal qualification and education is not required for becoming a waiter, although education up to high school is helpful in this job.
Training given to waiter at ukcbc: The waiters in UKCBC hotel are given short training. These trainings provide the employees to have good rapport with the employees. These trainings train the employees to work in teams.
Qualities desired in a waiter:
Job description for receptionist at ukcbc:
The objective of the job of a receptionist is to deliver a service to the customer that is friendly and efficient so as to help in the creation of warm atmosphere for the guests entering the UKCBC hotel.
Requirements essentially required in the receptionist
Responsibilities that must be borne by the receptionist
Specifications for the job of receptionist:
Focus on Customer Service:
At various levels of the management at UKCBC, the positions are selected in different manner because the requirements for the posts at the three levels i.e. senior, middle and the lower level are different. The recruitment and the selection procedure for all the three posts at UKCBC hotel are briefly mentioned below:
Selecting candidates for senior positions: At UKCBC, hiring agencies are contacted for selecting the candidates for senior positions. These agencies are responsible for testing the candidates for the leadership and management capabilities. The candidates are shortlisted and then interviewed. The selected candidates are hired on the criteria of the required skills and experience.
Selecting Employees for technical positions: The hiring agencies and/or the websites are used for selection of the employees for the positions where technical skills and capabilities are required in the UKCBC. The assessment of the competencies of the candidates is done to assess the presence of skills and specifications required for the job. The short listing is done on the basis of this assessment and then after interviews the final selection is done.
Selecting employees for low skilled positions: The advertisement of the vacant positions is made either on the websites or through newspapers and magazines. Selection is made after interviewing the either on the telephone or face to face by the supervisors of the UKCBC hotel. (Richason IV, n.d.)
Many intangible benefits of training exist that benefit the organization and the employees both, consistently in the long run. Training helps in providing multi skilled employees to the organization. Training helps in making the employees more loyal and committed towards their job and the organization. Training also helps the employees in providing better understanding of their jobs that ultimately leads to reduction in accidents. In this report I have tried to understand various aspects concerned with training and development in hospitality and service industry such as UKCBC.
Types of training provided to employees at ukcbc:
Following are the main types of trainings provided to the employees at UKCBC Hotel.The training process may be either cognitive or behavioural. Cognitive trainings are used to increase the information and knowledge of the employees and behavioural trainings are used to enhance their skills. The two basic types of training are as follows:
Other types of trainings:
Difference between training and development:
Training: Training refers to a process that aims at equipping the employees with new competencies, skills, and knowledge necessary to perform the job effectively and efficiently with the help of various methods and tools.
Development: Development refers to a process that aims at the development of already existing skills of the employees and making them perfect. This way the employees are made more productive and efficient to meet the changes in the current business and they are prepared for new roles by advancing their present skills.
Contribution and effectiveness of training and development to employees and employers with a reference to the ukcbc hotel
As we see that UKCBC has just entered the market, it needs to be aware of all the essential elements that affect the business. The hotel needs to pay attention to all areas and aspects with respect to employment laws, employment relations, significance of analysis of the supply and demand factors, etc. The unit 18 HRMSI assignment also throws light on the recruitment and selection process that is adopted by UKCBC hotel, job specifications and job descriptions required for various vacancies and positions in the organization. Along with this the assignment apparently highlights the contribution that the training and development makes in the progress and development of the organization and its employees.
Advice Guide, (2010), Basic Rights at Work, [Online], Available: http://www.adviceguide.org.uk/england/work_e/work_rights_at_work_e/basic_rights_at_work.htm, [
Armstrong, M., (2006), A Handbook of Human Resource Management Practice, London: Kogan Page Publishers. 18 [Book], [Accessed 15 Nov 2014]
Brunot, T., (2010), The Role of a Human Resource Manager in the Hospitality Industry , [Online], Available: http://everydaylife.globalpost.com/role-human-resource-manager-hospitality-industry-23344.html [Accessed 20 Nov 2014]
Cushway, B., (2008), The Handbook of Model Job Descriptions, London: Kogan Page Publisher. [Book], [
Dias, L., Human Resource Management: Types of Training, [Online], Available: http://catalog.flatworldknowledge.com/bookhub/2807?e=portolesedias_1.0-ch08_s02 [Accessed 20 Nov2014]
Hoque, K., (2010), Cardiff Business School: New approaches to HRM in the UK hotel industry, [PDF], Available: https://ulib.derby.ac.uk/ecdu/CourseRes/dbs/manapeop/hoque.pdf[Accessed 2014]
Introduction to human resource Management and environment,(2009), [PDF], Available: http://www.mu.ac.in/myweb_test/M.Com.%20Study%20Material/Human%20Res.%20Management%20-%20M.%20Com%20-%20I.pdf [Accessed 20 Nov 2014]
Legal Information Institute, Employment Law – An Overview, [Online], Available: http://www.law.cornell.edu/wex/employment [Accessed 20 Nov 2014]
Legislation of Government of U.K., (2009), Employment Right Act (1996), [Online], Available: http://www.legislation.gov.uk/ukpga/1996/18/contents