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Research Report
for HND Business
- Human
Unit : 18

Paul Reffill

These days, it has become very important to have a separate human resource
department in the organisation whose work is to efficiently utilise the peoples abilities
which can take the organisation towards desired success. The Human Resource
Management department plays an important role in building a relationship between the
employees and the company or industry (Hoque. 2013).
Human resource management revolves around the people and its management and
generating energy which will benefit both company as well as employees (Hoque. 2013).
The main focus is on developing the new approaches which are innovative and will help
them to extract best from the employees.
This is basically a theoretical subject who studies human nature and handling it
effectively and it is also related with application of the studied practice rigorously. The
report will discuss in detail about the importance of human resource management
specifically in service sector industry. The report will also discuss the human resources
practice in the TAJ group of hotels. The report will also discuss the employment
relations in UK and how employment laws effect the human resources management of
TAJ hotels. The report will also discuss the recruitment policies and training and
development practices in this organisation.
A. Briefly define the concept HRM and examine the role of human resource
function in the service sector organisation. Discuss how it is contributing to
the success of your chosen organisation.
Human resource management or HRM basically is concerned with management of
people at work and it is a way through people of different competencies come together
to work in an organisation and support both people and organisation to achieve a
common goal (Nickson, 2013). To achieve this goal various policies are designed which
also includes policies related to human resource management and along with it various
practices and processes are also designed.
This is a branch of management which basically works directly with people and as the
most important factor of any organisation is people as these people are the one who

drive other resources (Nickson, 2013). So it is important to acquire these people in the
right way and training them so that their skills can be developed in a right manner.
HRM is also concerned with motivating the people to work effectively and achieve
higher goals in the most efficient way.
Human resources are also consisting of management decisions which make a
relationship between employees and organisation and together they both work with the
help of each other to achieve goals that affects both (Boella & Goss-Turner, 2013). So
basically HRM is a field of study that plans, organises and controls various functions
which are related with the procurement, development, maintenance and also utilizing
them to achieve goals of organisations as a whole, human resources in specific and
society in general.
A human resources function plays a pivotal role in service sector and this department is
main source which set every company apart from each other. Human resource
department give the service sector company a competitive edge. In service sector human
resource is a brand value and like in financial company the brand value is intellectual
capital similarly in service sector human resource is the one which define the company
(Boella & Goss-Turner, 2013). Same way in manufacturing company machine and
equipment are the important resources for development same in service sector is run by
human resources. So it is very important to ensure that this department in service sector
are acquired properly and utilizes their potential to the best.
TAJ group of hotels is in business for more than hundred years now and still is known
for its best services and hospitalities all across the world. Role of human resource define
the existence of the company as they are the one who drive the company to heights of
success and the company make sure that the employees are trained and developed well
so that they can give best services to the company (Paul, 2013). Apart from their unique
infrastructure which set them apart from rest of other hotel chains, it is people in the
form of employees which give the hotels a competitive edge over other chain of hotels.
From the beginning the company has focussed on employee centric approach as the
company understand the value of human resources in this department. The company
treats it employee as their family member and aims in acquiring, retaining and

rewarding the best people of the industry (Paul, 2013). Every hotel management student
aspires to work with this group as they will help in shaping their career well.
B. Outline a brief human resource plan for your chosen organisation by
analysing the supply and demand for service sector personnel in your
business environment. You should be able to determine your future
requirements and say how you plan to meet the needs.
A brief human resource plan is discussed in detail as follows:
1. The first step should be analyse the governments policies, objectives and
strategies which is related to human resources development of hospitality
sector and the companys capacity to develop and manage this sector at a
professional level TAJ group of hotel is known group and its capability to handle
tourism is not hidden from anybody (Chang, et al. 2011).
2. Further the company should also conduct some qualitative and quantitative
evaluation of the training program present in the country which train people for
this sector for standard hospitality provision. This way the company could
understand the place from where they can get the people for their industry. A
comparative analysis should be conducted all across the world and analysis
should be made on well-established programs and models.
3. A critical analysis should also be conducted which understand all aspects of hotel
industry which includes various operations like front office, food and beverages,
accommodation management, automation and all the services which are related
to it (Chang, et al. 2011). Some other research should also be conducted which
includes tourist facilities and various services related to it specifically operations
related to tour, travel agencies and the guides and various aspects related to it
like staffing, fair trade practices, innovation and operating standards. The entire
shortcoming should be identified and analysed and corrective measures should
be taken to improve this.
4. On the basis of all the evaluations undertaken by the company a human resources
plan should be developed which will define all the requirements in all the

departments and the process of recruitment followed and in the end training
module which will help the people to learn the tricks of the trade and be skilful.
5. Finally recruitment process should be conducted on the basis of the plan and
training programs should be undertaken which will train the employees
A. Examine the history of employment relations in the UK briefly and analyse
the current state of employment relations in your chosen travel and tourism
or hospitality organisation.
This term employee relations is often confused with industrial relation and it is
important to clarify this term these days as the dimensions of employees relations has
changed a lot in past decade and it requires a new definition and a new picture. Many
researches has been undertaken in UK and analysed the changing circumstances of
employee relations in the organisations there. The reports revealed that employee and
trade union relationship is still an issue at many workplaces in UK (Bheim, &
Muehlberger, 2006.). The influence of trade union and employee relation is still a
problem which every company has to struggle on everyday basis. The research also
revealed that the company are more focussing on individual relationships rather than
collective employees relation. In fact many companies has devised a new practice
according to which more emphasis is given on line managers and they are supported by
all means so that trust can be established with the employees and training and
influencing a line manager seems to a suitable step for it.
Employee relation is generally concerned with the relationship between employers and
employees. There is substantial reduction in employment relationship recently and this
decline can be measured on different parameters. There was a time there were some
twelve millions plus union membership use to exist which has fallen to seven million
today (Bheim, & Muehlberger, 2006.). The issues, over which employees use to
bargain, have also decreased a lot. The survey conducted by workplace employment
relation survey clearly demonstrated that there was a time when union leaders use to
spent time supporting grievances of individual members on the place of negotiating pay

and conditions of employees (Bheim, & Muehlberger, 2006.). Although, collective

bargaining still continues but its impact on the management has decreased a lot. Since
1980, there has been major shift in collective bargaining. The number of loss in working
days has been reduced to 1,000 union members from 1,163 in 1990 (Bheim, &
Muehlberger, 2006.). In many developed countries this level remains low.

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B. Discuss how employment laws in the country affect the human resources
management function in your chosen organisation.
In 2013, some major changes has been bought and adopted in employment law reforms.
The major changes were in parental leave, maternity, paternity and adoption pay (Linos,
2013). Beside this, several changes was also made in employment tribunal procedure. In
addition to this a major change which is employee shareholder has also been brought
into practice.
Parental leave has been increased so are the maternity, paternity and adoption pay and
there was a decrease in redundancy consultation pay specifically for the large scale
redundancies (Linos, 2013).
There has been boom in the career in the hospitality as there are some career
opportunities for the people. It offers a chance to sharpen the emotional quotient in a
person. Working in TAJ group of hotels is a matter of pride for many. The services
provided by this hotel are quick and agile in form of response time, attention to detail,
excellence in the field of operations and making sure that the customer is satisfied even
delighted all the times from all the services. Also this chain hotels works on developing
an effective networking skill (Rohmetra & Arora, 2013). The company has known for its
employee centric approach and the company give enough room for analysing and
exploring the career opportunities so that the employee can have a chance to emerge as
a best in his or her respective field. So every employee gets a favourable environment to
work and some program which are of high potential where the employees get the
opportunity to be a part of. The company motivates the employees to be to have a self-

development journey which will help them and the company to achieve success (Linde
et al, 2013).
The employment laws of the country are very supportive and promote the career of the
individual a lot. Same is the case of TAJ group of hotels so the employees working in this
chain of hotels are quite elated and happy (Rohmetra & Arora, 2013). In fact the growth
plans of hotels globally as well as domestically are so impressive and it also gives the
opportunity to the employee to shape their career in a great manner. Working in TAJ
can be a great experience and one of the biggest propositions in the life of an individual.
A. Analyse the recruitment and selection policies and procedures in your
organisation and discuss how job description and person specification can be
matched for a specific job in the chosen organisation.
TAJ group of hotels have very specific hiring policies and program. The candidate is
examined on the basis of his or her value system and whether the candidate will be able
to adapt the rich and diversified culture of the organisation. Training can be given to the
individual to sharpen his or her skills but he or she cannot be taught how to be a good
individual? The company give eighteen months of training which is in fact six months
more than the standards set by the industry and the employees are treated as a family so
the recruitment process is quite strict and they only select those who have right
qualification and are basically possess good values (Rohmetra & Arora, 2013).
In addition to this the company has merged the HR practices of the company with other
practices happening within the organisation unlike other organisation that treat HR as a
support function. This process helps the company to make HR an important and
integral part of the organisation. The company also run a special program which is
called as TAJ people philosophy which is also known as TPP. This strategy was planned
by Bernard Martyris and he emphasised on the terms like the womb to tomb approach
according to which all the important aspect of the employees are integrated rights from
the start and till he or she remain the part of the organisation (Henderson, 2013). These
aspects can be learning and development, work systems, and welfare policies for
employees (Henderson, 2013).

B. Compare and evaluate the different selection process in your chosen

organisation with another tourism or hospitality organisation.
The TAJ group of selection process is very transparent in nature as everybody get to
know, that on what ground a candidate is selected. Also the emphasis of the recruitment
process is to know about the value system of the candidate. Apart from professional
knowledge, the candidates also have to show passion and him or her also need to wellgrounded and basically a good human being. The organisation believed that the skills
can be developed by the training but the candidate lacks passion and a good value
system then he or she will not be able to serve the customers in the right manner. On the
other hand in normal organisation, the recruitment process mainly focuses on the
expertise and the experience of the employee. In this fast moving world and fierce
competition there are very few organisation that give importance to value system as all
organisations want these days is performance and increased business by hook or by
A. Analyse how training and development contributes to the effective
performance and organisational success in your organisation in general.
Training and career development is the most essential part of any organisation as it
aims to sharpen the employability skills of an employee and help them adapt the culture
of the organisation. It also helps in progress of both, the company as well as the
employee. The main focus of the training is acquiring the essential skills which are
specifically important and required for a certain job for which the employee is recruited
(Rohmetra & Arora, 2013). Career development on the other hand helps in sharpening
the skills in broader sense which can be used and applied in large range of situations.




to decision







important managing and developing people. Following are some points which will
discuss in detail about the importance of training and development:
1. Training help in addressing the weaknesses of the employees which can become a
road block in performing best and effective utilisation of the skills. Training

supports and gives an opportunity to employees to strengthen their skills and

eliminating the weaknesses (Hoque, 2013).
2. Training helps in improving the overall performance of the employees. Effective
training helps the employee to become well informed and aware about the
processes of various tasks. The self-confidence is also boosted as the employee is
completely informed about his or her role and responsibilities.
3. Training helps in giving consistent performance of duty and a well organised
training and development program will help the employee to gain knowledge and
experience the best of the industry.
4. Training ensure work satisfaction and make the worker satisfied with the work
they are doing and the satisfaction come from the various abilities so that they
can execute their duty in the best possible way.
5. Training also helps in increasing the overall productivity of the business as
worker can work faster and the most efficient way since he or she has given
proper training to perform the task perfectly (Hoque, 2013).
6. Training also helps in improving the overall quality of service and products.
7. Training also helps in reducing the cost to the great extent as employees get the
chance to utilise the resources optimally and avoid all type of wastage and
possible mishaps.
8. Training reduces the requirement of extra supervision as training help the
employee to gain all the necessary skills and knowledge which make the
employee confident about their work.
B. Critically analyse the current training and development policies and
procedures of your chosen organisation.
As mentioned the company run eighteen months of training program which is six
months higher than the industry standards. In addition to this, each employee is given
authority to take decisions related to his or her work and which will further empower

them and help them to become a leader (Yasin et al, 2012). Every employee has to
undergone the normal training session which help them all to inculcate leadership skills
which will help them to grow their career.
Apart from this, the company also train their employees to not only gain knowledge in
one field but they get the chance to expertise all the area and related functions. It also
helps the employee to keep a track of their performance and plan their future career
planning. This also helps to create belongingness towards the work and the company as
they feel secure while working here.
Concept of balance score care was also introduced in the company which help the
organisation which give much emphasis on performance management. The main target
is individual performance along with the organisation performance. The organisation
also keep a track of employee satisfaction and tracking system that conducts various
survey which helps the organisation to know the response of the employee about various
aspects (Yasin et al, 2012). A 360 degree feedback system is also in place which ensures
that the all the employees including managers and department heads get the chance to
examine and evaluate bosses, peers and even immediate subordinate (Yasin et al, 2012).

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The report has focussed on various aspects of managing human resources which include
recruitment, training and development, employee relation and career development. The
TAJ group of hotels, HR practices were discussed in relation to it and this organisation
were analysed from all angles as far as human resources and managing human
resources is concerned.
Henderson, J. C. 2013. Selling the past: Heritage hotels. Turizam: znanstveno-struni
asopis, 61(4), 451-454.
Yasin, M., Correia, E., & Lisboa, J. 2012. Guest Satisfaction Tracking Systemin Taj
CASES, 11(1), 133.

Hoque, K. 2013. Human resource management in the hotel industry: Strategy,

innovation and performance. Routledge.
Nickson, D. 2013. Human Resource Management for Hospitality, Tourism and Events.
Boella, M., & Goss-Turner, S. 2013. Human Resource Management in the Hospitality
Industry: A Guide to Best Practice. Routledge.
Chang, S., Gong, Y., & Shum, C. 2011. Promoting innovation in hospitality companies
through human resource management practices. International Journal of Hospitality
Management, 30(4), 812-818.
Bheim, R., & Muehlberger, U. 2006. Dependent Forms of Self-employment in the UK:
Identifying Workers on the Border between Employment and Self-employment.