Module Booklet Course Pearson BTEC (HND) TRAVEL AND TOURISM MANAGEMENT Unit 18 Human Resource Management for Service Industries QCF Level 5 Module Code J/601/1756 Module Credit 15 Start Date 22/02/2016 Teaching Period 15 Assignment support 3 weeks Lecturer: Mr Evans Darko Module leader Mr Peter Emelone CONTENTS 1. INTRODUCTION, AIMS AND OBJECTIVES 2. MODULE OUTLINE AND TEACHING METHODS 3. READING AND COURSE PREPRATION 4. LECTURE WITH DETAILED COURSE PROGRAMME AND OBJECTIVES 5. ASSESSMENT DETAILS 1. INTRODUCTION 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. Aim: 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. Learning Outcomes and assessment criteria: On successful completion of this unit a learner will: 1 Understand human resource management 1.1 Analyse the role and purpose of human resource management in a selected service industry 1.2 Justify a human resources plan based on an analysis of supply and demand for a selected service industry business 2 Understand the effect of employee relations and employment law on service industries businesses 2.1 Assess the current state of employment relations in a selected service industry 2.2 Discuss how employment law affects the management of human resources in a selected service industry business 3 Understand the recruitment and selection process 3.1 Discuss a job description and person specification for a selected service industry job 3.2 Compare the selection process of different service industries businesses 4 Understand training and development in service industries businesses. 4.1 assess the contribution of training and development activities to the effective operation of a selected service industry business Unit content: 1 Understand human resource management 
 Human resource management: concept of human resource management (HRM) e.g. 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 e.g. 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 e.g. structure, culture, collective bargaining, negotiation, consultation; employee participation, involvement and conflict management, empowerment; grievance procedures, disciplinary procedures 
Employment law: employment legislation e.g. Employment Relations Act, Employment Rights Act; equal opportunities; contracts of employment including termination e.g. 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 e.g. factors affecting the labour market, organisational needs analysis, job analysis, job design, organisational needs, job descriptions, person specifications, methods of recruitment advertising Selection: process e.g. 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 e.g. 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 objective. Programme Specification Accrediting Body: EDEXCEL Course: BTEC HND IN TRAVEL AND TOURISM MANAGEMENT Unit: 18 HUMAN RESOURCE MANAGMENT FOR SERVICE INDUSTIRES Wk Lecture Schedule Outcome of session Activity/seminar and formative assessment Resources 1 Introduction to the Unit Ice Breaker ,Ground rules Module Study Guide ,Schemes of work Assignment guidelines, Introduction to E-learning Module outline and qualification frame work 2 Understand human resource management Analyse the role and purpose of human resource management in a selected service industry. Case study, activities, group discussion, research, addressing AC1.1 Power Point presentation, activities, Internet websites 3 Understand human resource management Justify a human resources plan based on an analysis of supply and demand for a selected service industry Case study, activities, group discussion, research, addressing AC1.2 Power Point presentation, activities, Internet websites, 4 Addressing Task 1 5 Understand the effect of employee relations and employment law on an organisation Importance of employee relations and employment law Case study, activities, group discussion, research, addressing LO2 Power Point presentation, activities, Internet websites 6 Understand the effect of employee relations and employment law on an organization Assess the current state of employment relations in a selected service industry. Case study, activities, group discussion, research, addressing AC2.1 Power Point presentation, activities, Internet websites 7 Understand the effect of employee relations and employment law on an organization Discuss how employment law affects the management of human resources in a selected service industry business. Case studies, addressing Ac 2.2 Power Point presentation, activities, Internet websites 8 Addressing Task 2 9 Understand the recruiting and selection process Evaluate organisation needs Analysis of selection processes Analysis of recruitment processes Case study, activities, group discussion, research, addressing AC3.1 Power Point presentation, activities, Internet websites 10 Understand the recruiting and selection process Discuss a job description and person specification for a selected service industry job Visits, group discussion, research, addressing AC3.1 Power Point presentation, activities, Internet websites, visits 11 Understand the recruiting and selection process Compare the selection process of different service industries businesses Case study, activities, group discussion, research, addressing AC3.2 Power Point presentation, activities, Internet websites 12 Addressing Task 3 13 Understand training and development in service industries businesses Assess the contribution of training activities to the effective operation of a selected service industry business Evaluate importance of induction programmes Identify types of training Case study, activities, group discussion, research, addressing AC4.1 Power Point presentation, activities, Internet websites 14 Understand training and development in service industries businesses Assess the contribution of development activities to the effective operation of a selected service industry business Evaluate importance of appraisals and analyse barriers for development Case study, activities, group discussion, research, addressing AC4.1 Power Point presentation, activities, Internet websites 15 Revision, summarising Revising and summarising unit Case study, activities, group discussion, research, addressing all ACs Power Point presentation, 16 Assignment Support Revising and summarising unit Case study, activities, group discussion, research, addressing all ACs Power Point presentation, 17 Assessment support Evaluating assessment tasks All ACs 18 Assessment support Evaluating assessment tasks All ACs 19 Assessment and feedback Evaluating assessment tasks All ACs 20 Assessment and feedback Providing feedback LO AC 21 Assessment and feedback Providing feedback LO AC Recommended text and links: Bratton, J. and J. Gold Human resource management: theory and practice. (Basingstoke: Palgrave, 2012) fifth edition [ISBN 9780230580565]. Kramar, R. and J. Syed Human resource management in a global context. (Basingstoke: Palgrave, 2012) first edition [ISBN 9780230251533]. Torrington, D., L. Hall, S. Taylor and C. Atkinson Fundamentals of human resource management. (Harlow: Financial Times Prentice Hall, 2009) first edition [ISBN 9780273713067]. Bach, S. Managing human resources. (Oxford: Blackwell, 2005) fourth edition [ISBN 9781405118514] Chapter 15 'Direct participation'. Claydon, T. and J. Beardwell Human resource management: a contemporary approach. (Harlow: Prentice Hall, 2007) fifth edition [ISBN 9780273707639] Chapter 14 'Employee participation and involvement'. Folger, R. and R. Cropanzano Organizational justice and human resource management. (Thousand Oaks, CA: Sage, 1998) [ISBN 0803956878] Chapter 1 'Equity and distributive justice as outcome fairness', Chapter 2 'Process as procedural and interactional justice', Chapter 4 'Organisational justice and staffing decisions' and Chapter 5 'Organisational justice and performance evaluation'. Torrington, D., L. Hall, S. Taylor and C. Atkinson Human resource management. (Harlow: Financial Times, 2011) (ISBN 9780273756927] Chapter 7 'Recruitment' and Chapter 8 'Selection methods and decisions'. Journals and newspapers British Journal of Industrial Relations (Business Source Premier) Human Resource Management Journal (ABI Inform and Business Source Premier) Human Resource Management Review (Business Source Premier) International Journal of Human Resource Management (Business Source Premier) Wk Session Update Date Signature 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 Module Leader: Peter Emelone Lecturer: Evans Darko Campus: Lord's House Contact details: [email protected] Assessment: The module will be assessed meeting all the LO as specified by the awarding body, Ed Excel. Please read the instructions carefully while addressing the tasks specified. Contribution: of the module 100% Outline Details: Details enclosed in the assignment brief. Teaching and Learning Activities The module tutor(s) will aim to combine lectures with tutorial activities. This environment will provide opportunities for the student to understand the course material through case study and text and to apply it in a practical way. The intent is to facilitate interactive class activities, and discussion about the significant role of research in a global and local business environment. 2.3 Teaching Ethos The college's approach towards teaching and learning is simple and effective. The main aim of UKCBC is to assist learners in maximising their potential by ensuring that they are taught clearly and effectively. This will enable students to engage in the learning environment and promote success in both their academic studies and subsequent career. 2.3.1 Methods of Delivery: LECTURES: These will be developed around the key concepts as mentioned in the indicative course content and will use a range of live examples and cases from business practice to demonstrate the application of theoretical concepts. This method is primarily used to identify and explain key aspects of the subject so that learners can utilise their private study time more effectively. SEMINARS: These are in addition to the lectures. The seminars are designed to give learners the opportunity to test their understanding of the material covered in the lectures and private study with the help of reference books. This methodology usually carries a set of questions identified in advance. Seminars are interactive sessions led by the learners. This method of study gives the learner an excellent opportunity to clarify any points of difficulty with the tutor and simultaneously develop their oral communication skills. CASE STUDIES: An important learning methodology is the extensive use of case studies. They enable learners to apply the concepts that they learn in their subjects. The learners have to study the case, analyse the facts presented and arrive at conclusions and recommendations. This assists in the assessment of the learner's ability to apply to the real world the tools and techniques of analysis which they have learnt. The case study serves as a supplement to the theoretical knowledge imparted through the course work. Plagiarism: Any act of plagiarism will be seriously dealt with according to the colleges and awarding bodies' regulations. In this context the definition and scope of plagiarism are presented below: Plagiarism is presenting someone's work as your won. It includes copying information directly from the web or books without referencing the material; submitting joint coursework as an individual effort; copying another student's coursework; stealing coursework form another student and submitting it as your own work. Suspected plagiarism will be investigated and if found to have occurred will be dealt with according to the college procedure. (For further details please refer to the plagiarism policy and the student code of conduct.) Assessment: The module will be assessed meeting all the LO as specified by the awarding body, Ed Excel. Please read the instructions carefully while addressing the tasks specified. Contribution: 100% of the module Outline Details: report approx. 4000 words. Details enclosed in the assignment brief. ASSIGNMENT BRIEF Unit Number and title Unit: 18 – Human Resource Management for Service Industries Qualification BTEC HND Travel and Tourism Management Unit level Level 5 Start Date 22/02/2016 Issue date 07/03/2016 Deadline/ Hand-in 15/07/2016 Assessor Mr Evans Darko TASK 1 to TASK 4: You are required to follow the instructions as specified towards each task and support with a research by using supportive materials like books, websites, etc., and give a feedback on the findings by relating your arguments to the relevant case studies/scenarios as specified towards each task: TASK 1 You are required to exhibit an understanding to LO1 and address 1.1 and 1.2 as specified. Scenario You have been recently appointed as a trainee Human Resource Manager at Hilton Hotel Worldwide. Hilton Hotel is currently opening 50 room at Stratford City. The new Hotel is to cater to business and leisure travellers to offers an array of services to ensure maximum comfort during your stay, i.e Baggage Storage, Barber Shop, Concierge Desk, Foreign Currency Exchange, Gift Shop, Laundry/Valet Service, Lounge, Multi-Lingual Staff, Parking Facility, Room Service, Safety Deposit Box, Shoe Shine Stand, Spa, Fitness Room, Sauna and Steam Room. Your line manager wants you prepare awritten report (approximately 1,000 words) addressing 1.1 and 1.2. Answers without application to the HR service industry and its application the Hilton Hotel will be marked as resubmission.(approx. 1000 words) LO 1 Understand human resource management P 1.1 Analyse the role and purpose of human resource management in a selected service industry with reference to Hilton Hotel Stratford. P 1.2 Justify a human resources plan based on an analysis of supply and demand for a selected service industry with reference to Hilton Hotel Stratford. TASK 2 You are required to exhibit an understating to LO2 and write a report on employment relations in hotel industry and employment law on service industry business with special reference to Hilton Hotel Stratford. Please see that you address 2.1 and 2.2 as specified below. Answers without application to the HR service industry and its application the Hilton Hotel will be marked as resubmission.(Written reportapprox. 1000 words). LO2 Understand the effect of employee relations and employment law on service industries businesses P2.1 Assess the current state of employment relations for the Hotel industry. P2.2 Discuss how employment law affects the management of human resources for the Hilton Hotel as selected service industry business. TASK 3 The objective of this task is to exhibit an understanding to the LO3, recruitment and selection process by addressing 3.1 and 3.2.You have been really working hard since your appointment with the Hilton Hotels, and now your Line Manager has asked you to prepare the comprehensive job descriptions and personal specifications of the list of staff that you submitted through your proposed HRP. This report should include the following:- • Discuss a Job description and personal specification for a selected job at the Hilton hotel such as receptionist, banquette manager, waiter or cleaning staff etc. • Compare various different selection processes of different service industries business that can best suit to the Hilton Hotel Answers without application to the HR service industry and its application the scenario will be marked as resubmission.(Written report approx. 1000 words) LO3 Understand the recruitment and selection process 3.1 Discuss a job description and person specification for a hotel industry job 3.2 Compare the selection process of different service industries businesses TASK 4 TASK 4: The objective of this task is to exhibit an understanding to the LO4, understand training and development and selection process by addressing 4.1. You are required to assess the contribution of training and development activities to the effective operation of Hilton Hotel Stratford. You also need to make a Power point presentation and present that to the senior member of the hotel emphasizing the contribution of training and development activities to the effective operation for the selected service industry business Hilton Hotel This part should include the following:- • Different types of training • Difference between training and development • Benefits and effectiveness of training • The role and need of training LO4 Understand training and development in service industries businesses 4.1 Prepare a Power point presentation and present that to the senior member of the hotel emphasizing the contribution of training and development activities to the effective operation for the selected service industry business Hilton Hotel. Your assessor may provide an observation record to confirm whether this has been achieved. Assignment Guidelines:  Use a standard report structure where requested, Word-process the report and use Normal script of a proper font size 12.  Produce evidence for each task as specified.  Complete the title page and sign the statement of authenticity.  The Assignment sheet should be attached in the front.  It should be uploaded on E-Learning platform before the deadline.  Assignments submitted after the deadline will not be accepted unless mitigating circumstances supported by valid evidence.  Collusion and Plagiarism must be avoided.  Start each answer on a new page and pages should be numbered. Highlight each question clearly.  Include a Bibliography at the end of the assignment and use the Harvard referencing system.  All work should be comprehensively referenced and all sources must be fully acknowledged, such as books and journals, websites (include the date of visit), etc.  Try to give the page numbers, publishers' details and the year of publication  In order to pass you need to address all the LO  In order to get a merit you need to first pass and then address the characteristics of M1, M2,M3  In order to get a Distinction you need to first pass, address all the merit Plagiarism: Any act of plagiarism will be seriously dealt with according to the colleges and awarding bodies' regulations. In this context the definition and scope of plagiarism are presented below: Plagiarism is presenting someone's work as your won. It includes copying information directly from the web or books without referencing the material; submitting joint coursework as an individual effort; copying another student's coursework; stealing coursework form another student and submitting it as your own work. Suspected plagiarism will be investigated and if found to have occurred will be dealt with according to the college procedure. (For further details please refer to the plagiarism policy and the student code of conduct.) Commonly use command words Analyse These tasks require you to explore the different aspects of an issue, considering the relative significance of each. You would normally need to explore causal relationships, examining how an action will lead to a particular reaction. This type of task would not normally require you to make judgements, but rather to drill down into an issue, exploring relationships in depth. Assess This requires you to weigh up the positive and negative aspects of something. Alternatively it might require you to explore the important and unimportant aspects of an argument. You should build these strands into a balanced argument before reaching a final balanced conclusion. Critically analyse This is a term you are unlikely to have seen before on your Level 3 or A level courses. This is when you have to explore the strengths and weaknesses of the ideas of a theorist or claims made by a professional body before reaching a final, balanced conclusion. You would normally begin by presenting the initial idea and arguments in favour of it, before introducing contradictory arguments. When you present the arguments, you should present their relative merits (e.g. their strengths and weaknesses) before summarising your arguments and reaching a final conclusion. Evaluate This type of question will require you to give an opinion on an issue, which you should support with relevant evidence. You should ensure that your response provides a balanced view of the issue, exploring points for and against your argument. This should lead to an overall conclusion where you summarise your main arguments and explain how you have come to your final decision. Justify This requires you to provide arguments in support of a particular interpretation of or perspective on something. This should be based on the use of theoretical justifications applied to normal business practice. Learning Outcome Assessment Criteria In this assessment you will have the opportunity to present evidence that shows you are able to: Task Number Evidence Page number LO 1: Understand human resource management 1.1 Analyse the role and purpose of human resource management in a selected service industry 1 1.2 Justify a human resources plan based on an analysis of supply and demand for a selected service industry business 1 LO2 : Understand the effect of employee relations and employment law on service industries businesses 2.1 Assess the current state of employment relations in a selected service industry 2 2.2 Discuss how employment law affects the management of human resources in a selected service industry business 2 LO3: Understand the recruitment and selection process 3.1 Discuss a job description and person specification for a selected service industry job 3 3.2 Compare the selection process of different service industries businesses 3 LO 4: Understand training and development in service industries businesses. 4.1 Assess the contribution of training and development activities to the effective operation of a selected service industry business 4 Guidance in addition to the Pass criteria's, this assignment gives you the opportunity to submit evidence in order to achieve the following Merit and Distinction grades. Assessment Grid indicating their pass, merit and distinction: Unit: 18 – Human Resource Management for Service Industries Outcomes/criteria: Indicative characteristics Contextualised Feedback Merit grade Description: Contextualisation M1. Identify and apply strategies to find appropriate solutions Effective judgments have been made. An effective approach to study and research has been used. To achieve M1 you will use effective approach to study and research across all the tasks of your assignment. Effective judgments will be used in 2.1, where you will assess the current state of employment relations in hospitality and in 4.1 where the assessment of the contribution of training and development activities to the effective operation of a Hilton hotel will be presented. M2. Select/ design and apply appropriate methods/ techniques . A range of sources of information used. To achieve M2 you will use a range of sources of information across all the tasks of your assignment and correctly referenced. M3. Present and communicate appropriate findings. . Logical and coherent arguments have been presented Logical and coherent arguments have been presentedin any of 1.1, 1.2, 2.2, 3.1. Distinction Grade Description: D1. Use critical reflection to evaluate own work and justify valid conclusion. . Synthesis has been used to generate and justify valid conclusions To achieve D1, you will use synthesis to generate valid conclusions across all tasks of your assignment. D2. Take responsibility for managing and organizing activities. . The importance of interdependence has been recognised and achieved To achieve D2 you will present autonomy and independency of your research and findings across all tasks of your assignment. You will recognise the importance of interdependence between tasks across your assignment to develop a flow and progression in a well-structured manner. D3. Demonstrate convergent, lateral and creative thinking . Ideas generate and decisions taken . To achieve D3, the results of your research will show lateral and creative thinking and receptiveness to new ideas by generating a range of effective responses to given problems with a reference to the case study of a hotel. Evidence checklist Summary of evidence required by student Evidence presented Task 1 Written report Task 2 Written report Task 3 Written report Task 4 Observation record, PowerPoint slides or presentation notes Achievement Summary The Following Sections to be completed by the assessor: Qualification HND Travel and Tourism Management Assessor name Unit Number and title 18 – Human Resource Management for Service Industries Student name Criteria Reference To achieve the criteria the evidence must show that the student is able to: Achieved? (tick) 1.1 Analyse the role and purpose of human resource management in a selected service industry 1.2 Justify a human resources plan based on an analysis of supply and demand for a selected service industry business 2.1 Assess the current state of employment relations in a selected service industry 2.2 Discuss how employment law affects the management of human resources in a selected service industry business 3.1 Discuss a job description and person specification for a selected service industry job 3.2 Compare the selection process of different service industries businesses 4.1 Assess the contribution of training and development activities to the effective operation of a selected service industry business Higher Grade achievements (where applicable) Grade descriptor Achieved? (tick) Grade descriptor Achieved? (tick) M1: Identify and apply strategies to find appropriate solutions D1: Use critical reflection to evaluate own work and justify valid conclusions M2: Select / design and apply appropriate methods / techniques D2: Take responsibility for managing and organising activities M3: Present and communicate appropriate findings D3: Demonstrate convergent/lateral/creative thinking