A significant aspect of this unit is to equip students with an understanding and appreciation of the critical role human resource management plays in delivering a quality product. The role of HRM is diverse, yet generally they are concerned with the behavior of people within organizations and are involved with managing people, teams, selection, recruitment, organisational change, interpersonal communication, and leadership.

The hotel industry is, and continues to be highly competitive, and hotel managers and industry leaders need to focus on the most effective ways of improving productivity levels, including the reduction of overall labour costs, value-added skills development and the avoidance of expensive surplus and turnover levels. For an organisation to be successful it needs to ensure customers have memorable events or 'experiences' and some factors that influence such outcomes are HRM practices and processes, time management, attentiveness, empowerment, services capes, and satisfaction studies.

For this assessment piece you are to identify and discuss how HRM practices and strategies might assist in the development of a strategic plan that addresses some of the above mentioned issues. You should also discuss how such processes may influence the customer experience.