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HND Business Management

Unit: Working With Leading
People
Name: Doan Minh Thanh
Student ID: P1007208 (21201184)
Lecturer: Dim Lian
Group: 1A
Due date: 25/10/2013


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CONTENTS
INTRODUCTION .............................................................................................................. 3
1. RECRUITMENT, SELECTION AND RETENTION ................................................... 4
Recruitment ..................................................................................................................... 4
Selection .......................................................................................................................... 7
Code of Conduct and Business Ethics........................................................................... 11
2. BUILDING EFFECTIVE TEAM ................................................................................. 13
Basic concept of building effective team ...................................................................... 13
Motivation ..................................................................................................................... 15
3. LEADERSHIP MANAGEMENT ................................................................................ 18
4. PERFORMANCE MANAGEMENT PROCESS ......................................................... 20







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INTRODUCTION
InterContinental Hotels Group Plc (IHG) is the largest hotel brandname regarding to the
aspect of number of rooms. Based in Denham, United Kingdom, IHG is a typical model for an
English entrepreneur development: creating the great core value with a clear vision, prioritize the
human resources development to opt with the brandname.
This essay will cover from the recruitment and selection of suitable employees as well as
the importance of ethical business with the labor community. The Building Effective Team part
will reveal a comprehensive explaination how IHG can build an effective Team.
Moreover, the company also emphasizes the significant importance of leadership
management through creating their own leadership competencies framework. Additionally, IHG
also develops their own quality development process program.


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1. RECRUITMENT, SELECTION AND RETENTION
RECRUITMENT
Recruitment has a definition as the activities or practices that identify the characteristics
of applicants to whom selection procedures are ultimately applied (Daft, 2010). Moreover,
Curran (1988); Collinson et al (1990); Harris (2002); Reskin and Roos (1990); Teigen (2002)
suggest that recruitment has analysed as a key process for understanding the reproduction of
gender segregation and discrimination in the labour market and within companies.
Recruitment with main purpose which requires fulfilling human resources plan in a
company communicates chances and information to labour market in order to attract properly
and potential employees. Importantly, the most important purpose of recruitment is that it is one
of the essential method in order to help maintaining the organizational behavior and culture
(Hellriegel & Slocum, 2011).

FIGURE 1. METHODS OF SUSTAINING ORGANIZATIONAL CULTURE
Source: Hellriegel & Slocum (2011)


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However, since not all of the resources of the company would put into the developing of
human; therefore, it is a vital requirement of assessing organizational needs which are the basic
building blocks of human resources management (Daft, 2010). This step includes of three steps
concerning to the specific job within the organization:
Job analysis: a methodical procedure collecting and construing the information
regarding to the objectives (KPO key performance objectives), duties, to-do-tasks,
and responsibilities (KJR key job responsibilities). The managers or directors will
help to identify the work activities and work flow; then a requirement of knowledge
condition for the applicant will be given.
Job description: after identifying and analyzing all of the objectives, tasks, duties, etc.
of a specific job, a job description will be given which is simply a summary of all
items as stated above.
Job specification: outlines of knowledge, skills and abilities conditions for employees
to adopt with the job.
For illustration about the job description and job specification, please see below a job
description for the position of Convention & Events Sales Executive within a Hotel:
TABLE 1. SAMPLE OF A JOB DESCRIPTION FOR THE POSITION OF
CONVENTION & EVENTS SALES EXECUTIVE IN HOTEL
POSITION Convention & Sales Executive
JOB BAND 7
REPORT TO Convention & Events Sales Manager
Director of Sales
Director of Sales & Marketing
DEPARTMENT Sales & Marketing
KEY
RESPONSIBILITIES
Coordinating with Sales Manager to help planning the strategy as
well as tactics in order to achieve the departmental and hotel budget.
Searching for new business opportunities, building up the action plan
of proper communication (include of sales calls, business sale trip,
and entertaining) in order to maintain the business accounts.
Convert the sales leads with the range within M.I.C.E (Meetings,
Incentives, Conventions and Exhibition) parts, not only in the existing
hotel but also sister hotel if needed.
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Handle the competitors set, help the Sales Manager to recognize the
tactical activities or promotion programs from competitors.
Carrying out the site inspection if needed.
Entertaining and help to identify the prospect convention planners.
Building up the profile of key accounts in the market place.
Distributing the promotion collaterals.
REQUIRED SKILLS The ability to deal with external customers, internal employees and
third party.
Good communication skills, especially fluent level in English
communication.
Ability to adopt with the organizational culture, showing high skill in
solving problem.
Being good in using Microsoft Office softwares.
Non-stop learning spirit.
REQUIRED
QUALIFICATION
Diploma or Bachelor Degree in Hotel and Hospitality Management, or
related field of Business Administration, Sales, Marketing
Communication.
REQUIRED
EXPERIENCE
1 year of experience in Hotel sales or related field regarding to Sales,
Marketing, Events Planning.
KEY
RELATIONSHIP
Internal Relationships: Other Employees.
External Relationships: Communicating, interacting with clients, key
accounts business, and other individuals outside the hotel including, but
not limited to, prospect clients, office representatives, third party
planners, competitors, suppliers and other individuals within local public.


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SELECTION
After the Recruitment, it comes to the Selection part. Consequently, after the organisation
is done with the recruitment process, they will have quite a number of applicants who would like
to work. However, the organization cannot take all of them; therefore, the managers have to deal
with the selection process, in this step, the employers will assess the applicants skills,
characteristics, abilities to search for the most suitable employees that are determined to fit with
the job. Regarding to Daft in 2010, below are the most popular methods of selection:
Application Form: this method is used to collect the information about the applicant.
The information includes of educational background as well as professional
experience, occupation, skill information, etc. This method is helpful to give the
employers a brief overview about the applicant. However, the disadvantage of this
method is that the application form is used for most of the positions within the
company; therefore, it would contain some questions that may not relevant to
determin the applicants success in doing the job (Daft, 2010).
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FIGURE 2. THE FIRST PAGE OF APPLICATION FORM
FROM INTERCONTINENTAL NHA TRANG HOTEL, VIETNAM
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Interviews: This is the most effective way in selecting the suitable applicants; its
helpfulness is significant when most of the companies all over the world use this
method to select their employees. There are many structures like one-to-one or
sequential and many criteria of job relation (application details, critical situational
questions) and scoring method (criteria ratings). With the multinational company like
IHG, in order to achieve the consistency in rating the employees, it is a requirement
for them to create a standard or guide for interview. For instance, please see below for
the checklist of interview guide from IHG:

FIGURE 3. PAGE 2/9 IN THE INTERVIEW GUIDES FOR INTERCONTINENTAL
HOTELS & RESORTS BRAND FROM IHG
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Employment Test: In some organizations, in order to have a better or far more
comprehensive in rating an applicant, they also apply the Employment Test. The
Employment Test can be presented in the form of paper test or computer-based. The
Tests are various and used to determine the ability, characteristics, intelligence and
skills of the applicants.
Assessment Center: In recent era, most of organizations know the importance of
leadership management as well as creating a next generation of leaders. Therefore,
the assessment center is a useful tool in order to identify the potential managerial
employees. Sometime, in large organization, the assessment center will put the
potential employees in the simulation of a supervisory or managerial position to test
the overall ability and skills in solving problems. In IHG, the I-Grad Management
Trainee is a typical example in using assessment center in indicating the Management
Trainee and then put them into the three phases of the program. Meanwhile, the Phase
Two of the Management Trainee will let the employee try in the supervisory role:

FIGURE 4. PHASE 2 IN IGRAD MANAGEMENT TRAINEE PROGRAM FROM IHG
Source: IHG (2013)

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CODE OF CONDUCT AND BUSINESS ETHICS
Nowadays, a good business health would likely link with a good conducting the
legislation, especially the law related to the employees benefits. The companies which can carry
out good code of conduct and ethical business have the better position in regarding to attract new
potential talents. Therefore, like other multinational companies, IHG is a company which has a
serious appliance of the Code of Conduct and Business Ethics in Human Resources management
especially with the Human Rights Policy. Below are the typical actions from IHG:
1) Coping the working conditions with the local labour laws in each country.

FIGURE 5. WORKING CONDITIONS COMMITMENT
Source: IHG, InterContinental Hotels Group: Corporate Responsibility (2013)
2) The most significant of the recruitment as well as human rights policy of IHG is that they
make a commitment to protect the local communities especially do not exploit the
labour force of children and women. They also carry out the social impact assessment.

FIGURE 6. PROTECTING LOCAL COMMUNITIES COMMITMENT
Source: IHG, InterContinental Hotels Group: Corporate Responsibility (2013)
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3) Endorsing the United Nations Global Impact

FIGURE 7. ENDORSING UNITED NATIONS GLOBAL IMPACT
Source: IHG, InterContinental Hotels Group: Corporate Responsibility (2013)
For the reasons above, we can see that IHG emphasized the importance of the ethical
business in human resources. Therefore, in order to ensure all of IHG hotels all over the world
would apply the same policy of ethics, they give out the Corporate Code of Business Conduct.

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2. BUILDING EFFECTIVE TEAM
A team is defined as a small quantity of employees with harmonizing capabilities who are
committed to common performance objectives and working relationships for which they hold
themselves mutually accountable (Hellriegel & Slocum, 2011). Simply, a team is a unit of two or
more people who coordinate together their work in order to achieve specific objectives (Daft,
2010). Therefore, the most important thing about a team is that they together share the
commitment for the joint performance and the companys goals cannot achieve without the
cooperation and coordination among team members. Therefore, building an effective team with
suitable members is quite important toward nowaday companies.
BASIC CONCEPT OF BUILDING EFFECTIVE TEAM
There are various ways in order to build an effective team; in this case, we prefer the
model of Daft (2010) when he stated how the teams were built up, and the last results to achieve
the effective team:

FIGURE 8. WORK TEAM EFFECTIVENESS MODEL
Source: Daft (2010)
Daft stated that an organization creates an organizational context first (include the matters
of culture, strategy, environment, structure, etc.). From the context, the management level will
decide to form the teams. The specific teams will be built in order to achieve the specific
objectives within internal departments. Additionally, basic roots of aorganizational culture, core
values as well as visions will be the decisive factor. The team will be effective if all of the
members would share the whole organizations values and coordinate together to achieve the
tasks.
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For the reasons above, in the case of IHG, it is very interesting to see the companys
vision which is clear and simple to understand:

FIGURE 9. IHG VISION
The IHG Vision can be explained simply: becoming one of the worlds great companies.
However, in order to achieve that vision, IHG stated out the ways which are related mainly to the
human aspects:
1) When We Have Great Brands: IHG has prestige and famous hotel brands has been built
up for many years from IHG ensure the quality and stable workplace for employees.
2) Delivered by Great People: this one is the most emphasized of IHG about the field of
human resources. The employees will be understood with the IHG spirit that we are the
great people, and we can achieve things with our best ability.
3) Who Share the Great Value: we can see that this one emphasizes in the cohesiveness of a
team with the five humanity values:
Do The Right Thing
Show We Care
Aim Higher
Work Better Together
Celebrate Difference
4) With Great Ways of Working: IHG gives out the IHG Wheels with the first quadrant is
about Our People; with the people, they will deliver the good Guest Experience.
Moreover, IHG is also serious in taking care of the community expressing through the
quadrant of Responsible Business. Just only by the combination of those elements, IHG
will gain the Financial Returns.
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FIGURE 10. IHG STEERING WHEEL
As a result, for all of the values sharing above, IHG pointed out for the employees the
clear way to achieve the objectives. Hence, all the teams which are formed within any Hotel of
IHG will share the most basic contexts: IHG Vision and IHG Vision shows them the ultimate
objective.
However, a pop-up question appears: how can a company would drive their teams in
order to have the spirit to achieve the objectives and tasks? The answer would be: Motivation.
MOTIVATION
Motivation is defined as the arousal, direction and persistence of behavior (Daft, 2010)
or it represents the forces acting on or within a person that cause the person to behave in a
specific, goal-directed manner (Hellriegel & Slocum, 2011). In order to motivate the
employees, companies usually use the reward systems so the employees will have the behavior
to achieve the companys objectives to get the rewards. Basically, the rewards are expressed in
two types:
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Extrinsic rewards: are the rewards that come from another person (in companies, it is
usually manager, director) for an employee to achieve a companys objective.
Intrinsic rewards: are the satisfaction or the great feeling when a person achieve
something, or finishing the tasks, etc.
In order to support for the concept why two types of rewards above are the motivation for
the organization, we will consider about the Maslows Hierarchy of Needs (1943):

FIGURE 11. MASLOW'S HIERARCHY OF NEEDS
Source: Hellriegel & Slocum (2011)
The Maslows Hierarchy of Needs help to identify the five types of needs that a person
would have. They are:
Physiological: the basic needs of all persons include of food, water, air.
Security: the needs of safe, stability with no pain, illness, diseases, threats, etc.
Affiliation: a person would need the love, friendship, good relationship.
Esteem: the need of a persons feeling of achievement, respect and be recognized by
other people.
Self-actualization: the need of persons who realize their potential ability and want to
fulfil their dream to become what they wants.
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Moreover, Maslows Hierarchy of Needs also shows that in order to achieve the higher
level of needs, a person needs to be satisfied with the lower level. For example, a people would
not like to do researching genetic science if he was hungry and busy searching for the food.
Therefore, as a results, we can see that the types of reward would likely to adopt parts of
the needs for employees. For instance, we can look at the Celebrate Service Week an annual
activity of IHG in order to celebrate the employees.

FIGURE 12. IHG CELEBRATE SERVICE WEEK IN HOLIDAY INN GLENMARIE KUALA LUMPUR
Source: http://ihgcareersblog.com/wp-content/uploads/2012/10/slide2.jpg
The IHGs Celebrate Service Week is used to honor the employees within the IHGs
Hotels; but the most important is, the most excellent employees and teams will be celebrated
with valuable awards as well as being recognized in the whole Hotel. The employees will not
only be satisfied and motivated with the extrinsic rewards from the managers but their esteems
are also encouraged when being recognized in all over the workplace.
Therefore, in conclusion for this part, from the examples of IHG, we can see that in order
to form an effective team, clear vision and core values are important because the whole team will
have clear direction path to achieve the objectives. Moreover, a good motivative system is also
necessary to drive the teams going the right path to the vision.

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3. LEADERSHIP MANAGEMENT
Leadership is the process of developing ideas and a vision, living by values that support
those ideas and that vision, influencing others to embrace them in their own behaviors, and
making hard decisions about human and other resources (Hellriegel & Slocum, 2011).
Therefore, good leaders are very important within the organization because they can help to
deliver the company spirit toward the members within the team. With IHG, they also emphasize
the important role of leader. We can look at how IHG define the difference between Managers
and Leaders:

FIGURE 13. IHG'S DEFINITION OF LEADER AND MANAGER
Source: InterContinental Hotels Group (2012)


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As we can see the visions and values of IHG from above, the whole systems and contexts
of IHG operate based mainly on how to develop people to adopt with those values. Therefore, it
is a requirement for IHG to create an appropriate Leadership Framework as Tracy Robbins, EVP
HR & Group Operations Support state that to be one of the worlds great companies we need
great leaders, and were all leaders in some way (InterContinental Hotels Group, 2012). The
leadership framework of IHG is below:

FIGURE 14. IHG'S LEADERSHIP FRAMEWORK
The flow of the framework is logical and tend to make a clear routine for employees with
the highest target of Leading the Business. To be the leader, it means that the employees would
take ownership for their actions and will try their best to achieve the objectives; moreover, they
will also inspire (or at least influence) the others to behave the same.
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4. PERFORMANCE MANAGEMENT PROCESS
Performance Management is the process which observes and evaluates the employees;
hence, the supervisory roles within the organization would give the feedback to the employees
(Daft, 2010). From that feedback, the companies can assess how good the employees
performance is as well as rating the method and difficulty that employees face when doing tasks
to achieve the objectives. Therefore, a requirement of an accurate performance assessment is
necessary. In IHG, the frequent used performance management process is 360-degree feedback.
Regarding to Daft (2010), this is the process that uses a variety of raters, including of self-rating,
to rate the employees performance as well as giving out the guide for development.

FIGURE 15. IHG PERFORMANCE MANAGEMENT PROCESS
According to the graph above, we consider that the Performance Management Process of
IHG is quite comprehensive, hereby the explaination from IHG:

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FIGURE 16. IHG PERFORMANCE MANAGEMENT CALENDAR