Unit 18 Human Resource Management for Service Industries

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This unit enables learners to gain understanding of human resource management, employee relations and employment law, recruitment and selection, and training and development in service industries.

Unit abstract

This unit looks at the key elements in human resource management. Learners will investigate employment law and how it affects service industries businesses. They will also investigate the current state of employee relations in service industries. Learners will examine the practicalities of the recruitment and selection process in order to develop the skills required to effectively administer this human resources function. Learners will investigate training and development in service industries businesses to determine the contribution they make to an effective business.

Learning outcomes

1 Understand human resource management

  • Human resource management: concept of human resource management (HRM) eg planning and forecasting, recruitment process, contracts of employment, deployment and monitoring of employees, training and development, budget monitoring, relationships; role and purpose of HRM, soft HRM, hard HRM
  • Human resource planning: planning eg the creation of the human resource plan, analysing demand and supply, internal and external factors influencing human resource planning, human resource planning in a changing environment

2 Understand the effect of employee relations and employment law on service industries businesses

  • Employee relations:  unionisation eg structure, culture, collective bargaining, negotiation, consultation; employee participation, involvement and conflict management, empowerment; grievance procedures, disciplinary procedures.
  • Employment law: employment legislation eg Employment Relations Act, Employment Rights Act; equal opportunities; contracts of employment including termination eg resignations, redundancy procedure, ill health retirements, retirement, dismissal, maternity and paternity rights, parental leave; tribunals, Advisory, Conciliation and Arbitration Service (ACAS)

3 Understand the recruitment and selection process

  • Recruitment: effects eg factors affecting the labour market, organisational needs analysis, job analysis, job design, organisational needs, job descriptions, person specifications, methods of recruitment advertising
  • Selection: process eg selection methods and practices, barriers to effective selection, evaluating recruitment and selection processes, application form design, applicant information packs, shortlisting, interview methods, interviewing skills

4 Understand training and development in service industries businesses

  • Training and development: effects eg link between induction programmes and training, the role and need for training, training versus development debate, types of training and development activities, training needs analysis, use of appraisals and target setting, benefits of training and development, barriers and attitudes to training, competency-based training, evaluation of training against overall organisational objectives.


  • O’Reilly, M., & Brennan, E. (2010). Leadership styles & Team roles. Retrieved 07 04, 2016, from http://www.ucd.ie/t4cms/cdc%20-%20cms%20-%20teamwork%20and%20leadership.pdf
  • Ogedegbe, G., Tobin, J.N., Fernandez, S., Cassells, A., Diaz-Gloster, M., Khalida, C., Pickering, T. & Schwartz, J.E. 2014, "Counseling African Americans to Control Hypertension: Cluster-Randomized Clinical Trial Main Effects", Circulation,vol. 129, no. 20, pp. 2044-2051.

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