Understanding The Recruitment& Selection Process Of The Airline Service Industry



American Airlines Company is an American air carrier with strong human resource management strategies to enhance the appropriate recruitment and growth of employees. The organization combines recruiting and selecting the right candidate for the company’s positions. Its recruitment and development strategies are to promote the brand and expose employees with leadership opportunities. The company also retains its top talent with the various benefits (Tushman & O’Reilly III, 2006, p.170). The compensation and benefit packages are competitive. However, the top talent receives high level training in the company in terms of skills and personal development. This is important in understanding the HR efforts of American Airlines.  As a result, the paper will examine the nature of the recruitment and selection process in American Airlines.

The Role and Purpose of Human Resource Management

 The main role and purpose of HRM is to recruit, hire, train and promote individuals who fit in the strategy of American Airlines. The HR managers are required to hire employees who fit in the organization’s culture.  Most specifically, the HR management process focuses on identifying the good performers in the company. Good performers are highly rewarded or promoted to higher levels. Employee retention is another purpose of HRM that ensures that the good performers remain in the company. In the identification of good performers, the company must identify the talent of the specific persons.  The HRM achieves employee retention through promotions, recognition and compensation (Wirtz, Heracleous & Pangarkar, 2008, p.8). The HRM must also ensure that the employees operate under the set organizational culture. Thus, it helps in linking the employees’ overall strategy and core competency of the company.  It is also the role of human resource management to conduct performance appraisals of the employees.  This seeks to examine and monitoring the overall performance of the employees.

            In addition, HRM forms an important element of the firm’s strategic processes that leads to the long-term profitability and success of the firms. Research has shown that the individual elements of HRM lead to effective performance of the organization. Thus, the effective use of HR management practices increases the likelihood of achieving the intended outcome.  It helps the air carriers to achieve their objectives and goals through the effective management of employees in the workplace. Most importantly, the practices of HRM are tasked with the role of developing sound HR policies (Alder, p. 2011, p.250). The HR policies are useful in resolving any employee complaints as well as enhancing the efficiency of the work. Consequently, HRM works effectively in promoting the company’s competitive position by the development of superior human capital skills and knowledge that improves the economic value of the firms.

Human Resource Plan based on Supply and Demand Analysis

American Airlines appreciates the significance of the human resource plan based on supply and demand analysis. Demand and supply forecasting assist in the estimation of the future demands of employees in the airline industry. Most importantly, it evaluates the numbers of personnel and skills available. American Airlines uses the forecasting of demand and supply to determine the availability of personnel in and outside the country (Bateson, Wirtz, Burke and Vaughan, 2014, p.419).  This enables the company to achieve a greater sustainable competitive edge over other companies in the airline industry.

HR plan based approach also guides American Airlines in the optimal use of employees in gaining better performance in the company. Since, employees are the most valuable assets in the company. Thus, the approach forecasts on the current labor demands, labor supply and balances with the expected labor demand and supply in future. In addition, the approach has helped the company to meet its short-term challenges with human resources. For instance, when adapting to new business environments in new markets, the approach ensures there is no employee shortages. In the Airline service industry, it is also crucial to match the supply and demand for employees. Therefore, the HR plan for American Airlines continues to control and monitoring the employees’ needs of the company

Employee Relations in Airline Industry

In the case of American Airlines, the company seeks to attract diverse and talented persons in the workforce. The company has suitable corporate structure that promotes the employee relations.  Recently, American Airlines employees’ complained about adverse terms and working conditions in the company. This lead to the company improves its terms to promote the relationship with its employees (Evans, Stonehouse & Campbell, 2012, p.120). Over the last two decades, the Airline service industry has experienced increased cases of employee upheavals. This is because of the introduction of low cost airlines in the airline industry.  This had significant impacts on employment and employment relations. American Airline developed a comprehensive restructuring programme that aids in minimizing issues that might conflict with the economy.

In terms of industrial relations, trade unions in the industry have faced increased challenges and struggles in the markets. For instance, the unions focus on negotiating for acceptable terms for its members in carriers undergoing restructuring.  However, many carriers have changed their terms and requirements for its employees. American Airlines has efforts in modifying the terms and conditions for its employees. For example, new employees are given fixed term contracts, which reveal the company recognition of the employee rights. Today, most of air carriers accept collective bargaining on wages and the working standard with the union. This shows the companies commitment in supporting corporate governance and growth. The collective bargaining practice ensures that all stakeholders in the industry reach an agreement including the employees, the company, and the shareholders (Tubigi & Alshawi, 2015, p.97).  Thus, there is need to improve the current employee relations in the airline industry. The airline industry also faces the problem of lack of union recognition by the various companies. This makes it fruitless for employees to join the union membership in the countries. Therefore, the airline industry remains one of the service industries with adverse employee relations.

Job Description of Air Hostess

Any person seeking to work as an airhostess must be ready to assist the passengers and offer them the best facility. To handle their tasks, the airhostess must possess strong customer service skills and information.  The job description of airhostess includes the various roles and responsibility.  First, they are responsible for informing the patients of the safety measures and regulations. They are also required to provide adequate public safety to the passengers during their travels.   Thus, they are required to guide the passengers in terms of safety measures and meet their needs at all times. The airhostess must attend to ill patients and serve the passengers with food and drinks.  Before the passengers are allowed to the flight, the airhostess is required to give a brief plan on the duties of the passengers (Boselie, 2014, p.182).  The plan of roles and tasks makes the pilot comfortable with the coordination of the crew. In addition, the airhostess should check the emergency tools such as first aid kits.  They should also confirm the validity of the tickets of the passengers and explain the plan of boarding the flight to the passengers.  They must also maintain a clean working condition to make it possible for consumption of foods items in the flight.  The skills required includes good eyesight, knowledge of different national languages, punctuality and dedication to the job and calm and polite in nature.

Airline vs. Insurance Service Industries’ Selection Process

Both the insurance and airline service industries selection approach were detailed and complex in order to obtain the right candidates for the positions. However, the selection process may differ with the different positions advertised in the service industries. The selection of Airline industry employees emphasizes on the improved customer service skills and knowledge. On the other hand, the insurance industry recruitment process does not emphasize on the advanced customer service skills.  In spite of the differences, I think both the insurance and airline companies have same recruitment and selection process depending on the nature of employees needed.

Employment Laws and Impacts of Training and Development

The employment laws are the regulations and guidelines that control the employment in the airline service industry. It covers various issues including wages, working hours, safety and health requirements, workplace standards, and equal opportunity in the workplace. First, the employment laws provides for adherence to the contractual and statutory requirements (Callaghan and Thompson, 2002, p.234).  Thus, every employee is required to sign a contract with legally binding terms and conditions. If the employer changes the terms and conditions of employment agreed on, it is a breach of contract. The minimum statutory guidelines  includes the level of pay, working hours and annual leave such as annual paid holiday requirements and statutory sick pay. 

In the airline industry, the employment law also explains the need to respect the employee rights and privileges.  The employees have the rights to improved and safe working conditions. Employees are also guarded form discrimination in terms of religion, age, race or nationality among others.  In relation to management of employees, the management must consult with the employees in making significant decisions in the company. Disciplinary and grievance procedures have been set to deal with grievances and discipline issues in transparent manner (Jackson, Schuler & Werner, 2011, p.128).

The training and development practices help in improving the effectiveness and efficiency of the company. It influences the company in various aspects includes productivity of employees, personal growth, health and safety of the employees in the workplace. American Airlines employees are taught numerous instructions on how to deal with certain tasks, manage and control routine procedures and dealing with emergency issues. Thus, training and developments leads to various significant contributions in the organization.  First, it leads to the productivity of employees in the airline by training and developing on ways of achieving long-term goals and objectives (Hur, Won & Jun, 2013, p.121). Secondly, it assists in the development of employee skills and knowledge. It influences employees with job skills and knowledge at every level in the company. This includes the development of human intellect and strong personality of the employees.

Most importantly, training and development exposes the employees to development opportunities that grow the company. Training and development also improve the profitability of the company. The programs have helped the management of American Airlines to crate positive attitudes towards improving the company profitability. This also relates to the company’s focus to reduce costs while increasing profitability (Spiess & Waring, 2005, p.197). In addition, it helps the company in building a strong sense of teamwork in the workplace. Teamwork is useful, as it creates a positive working climate. Both the quality of service provided and health and safety programs are enhanced through the training and development programs. In the context of American Airlines, training and development is an important phase of the organization that improves the competitive advantage of the company.


American Airlines has implemented significant strategies in promoting HR management in the company. The roles and purpose of HRM is to recruit, hire, train and promote individuals who fit with culture of American Airlines. Since, the HR managers are required to hire employees who fit to the culture and cultural characteristics of the company. American Airlines makes sure that the top talent receives high level training in the company in terms of skills and personal development. In terms of employment relations, the unions focus on negotiating for acceptable terms for its members in carriers undergoing restructuring.  However, many carriers have changed their terms and requirements for its employees. American Airlines makes effort to modify the terms and conditions for its employees. Employment laws are the regulations that control the employment in the airline service industry. It covers various issues including wages, working hours, safety and health requirements, and equal opportunity in the workplace. Training and development exposes the employees to development opportunities that grow the company.


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