Hospitality is a
global occurrence. Indeed, 1.2 billion international tourists traveled and
discovered others countries in 2016. Tourism has grown above average around 4%
per year, for seven straight years (UNWTO, Annual Report, 2016).
The Human Resources department deals with people and
manage the human resource the organisation has at its disposal. The management
function oversees the recruitment, the training, the planning, the promotion
and the development of the staff. It can also be defined as all the practices,
systems and procedures implemented to attract and manage human resources to
achieve the purposes of the company. In an establishment, human resource is a
key ingredient to success. Indeed, Human Resources Management have to monitor
the well-being of the employees, to make them confortable and to develop their
career (Nickson, 2007). In this research, the Landmark London hotel will be at
the center of the discussion.
The Landmark London is a five-star hotel on Marylebone
Road on the northern side of central London. The design should reflect the
wealth and power of the Victorian era. The owner wanted it to surpass all
previous establishments in terms of opulence and luxury.
During the World War I and World War II, the hotel was requisitioned by the
Government for convalescing officers and soldiers on leave. The Landmark London
is now owned by The Landmark Group, a Thai company which opened a hotel called
The Landmark in 1987 and owns several other hotels in London. The hotel now has
300 rooms and suites (www.landmarklondon.co.uk).
The hotel invest in their people to make sure their team members have a memorable
journey with them. They have achieved Gold Award in Investor in People
accreditation which shows their success as an employer of choice. They empower
their front line team to make decisions and have their own input on the
operations with the guidance of Management and Executive teams.