Human Resource Management in Hospitality Industry

The assignment is based on a research paper that explores the importance of human resource management (HRM) in the hotel and tourism industry. The study reviews various HRM issues, practices, and performance in the hospitality industry, highlighting the need for effective HR strategies to promote innovation and improve business performance. The document references several academic sources and provides a detailed analysis of HRM in the context of hotels, resorts, and other tourism-related businesses.

[HRM FOR SERVICE INDUSTRY]
2018

Table of Contents
Introduction.................................................................................................................................................3
Task 2..........................................................................................................................................................3
3.1 Discuss a job description and person specifications through examples from a hospitality
organisation.............................................................................................................................................3
3.2 Compare the selection process of different service industries businesses........................................6
Task 3..........................................................................................................................................................7
4.1 Assess the contribution of training and development activities to the effective operation of a
selected service industry business...........................................................................................................7
Conclusion...................................................................................................................................................8
Recommendation.........................................................................................................................................8
Reference...................................................................................................................................................10

Introduction
In simpler terms, human resource management involves the planning, recruitment, selection,
training, motivating and terminating human workforce functional in a company effectively and
hence is an integral portion of business operations. Proper management of human resource is
necessary for achieving the organisational goals. The given assignment will be prepared with the
focus fixed upon detaining human resource management in the service industry such as
hospitality, tourism etc. The employment law and its effects, current employee regulations states,
trends in the service industry etc all will be part of the following report with Hotel Hilton. Hilton
Hotels are the global name in the hospitality industry and is considered as the flagship brand of
the renowned American multinational company Hilton. Hilton Hotels are spread across 85
countries. The selection and recruitment procedure of the workforce are also included. Lastly, the
importance of training and development for the growth and uplift of the human resource will be
discussed.
Task 2
3.1 Discuss a job description and person specifications through examples from
a hospitality organisation
A sample job description for Hilton Hotels would be as follows:
Hotel Hilton
Job Description
Job title: housekeeping executive

Reporting authority: operational manager or the General Manager
Role: The executive has to monitor the activities of the employees involved in housekeeping.
He/she will also have the power to recruit employees as housekeeping staffs. The daily chores
are to be delegated among the staffs by the executive. The executive will identify areas for
improvement and if necessary would arrange for training and development programmes for the
existing staffs and adhering to the company roles and regulations as per necessity.
Responsibilities: Hotel Hilton is reputed for its services to customers a loarge part of which is of
housekeeping services. The executive will be responsible for maintaining the hotel premises clan
and the rooms also to match the thus developed standard. The executives will also have to be
responsible for coordinating among various other departments and work in synchronisation with
purchasing department mainly so that the requirements from time to time can be communicated
and eventually acquired. If the guests have any issues regarding housekeeping services, the
executive must attend the complaint and see to it that it does not occur again.
Specific Criteria to be present
The person to be in the position of Housekeeping Executive must possess some basic and
specific skills along with a certain period of experience. These are:
Educational Qualification: The candidate must possess a degree in Hotel Management from an
accredited university by completing a 3 years’ degree course or a diploma course
Skills: The specific skills required to be present in the individual is:
Excellent leadership qualities
Readiness to take challenges and look for new innovations to be implemented
Must possess excellent communication skill and a pleasing personality will be added advantage
Quick decision making ability
Preferably from English speaking background, knowledge of other language will be extra
advantage

Experience: Candidates with minimum 5-6 years of experience in the housekeeping department
can apply. They must also have 2-3 years of experience of being in the hotel industry.

3.2 Compare the selection process of different service industries businesses
For comparing the selection procedure across the hotel industry, the selection of Hilton will be
compared to that of Gordon Ramsay operating in the UK. The procedures of these two are quite
different. Such as:
Selection procedure in Hilton
There are a few steps involved in it. These are:
Short listing or the pre-selection process where the CVs of the interested candidates are
shortlisted
Interviews are held to judge the candidate’s communication ability and this can be telephonic,
face-to-face or online
Assessment of the interviewees are done post interview
Tests like personality test, aptitude test, intelligence test, proficiency test etc are held to evaluate
the candidates’ knowledge (Bresciani, 2012)
These phases of selection procedures are performed throughout the branches of the hotel across
the country by the HR department of Hilton.
Selection procedure in Gordon Ramsay
As compared to Hilton, the procedure at Gordon Ramsay is much simpler where only a face-to-
face interview is performed by the HR Department to test the interested candidates. Once
selected through the interview no further testing is done in this regard. Hence a simple flow of
processes is involved in the Gordon Ramsay selection of new employees.
But both of the hotel companies recruit people from various cultural and ethnic backgrounds
irrespective of any sex, colour, race, sexual orientation, religion etc to ensure diversity in the

workforce which in turn helps in talent pool development and helps the company achieve more
profitability (Boella, 2013).
Task 3
4.1 Assess the contribution of training and development activities to the
effective operation of a selected service industry business
Hilton is all set to open up new branch in Stratford, UK and hence is in dire need of giving
training and organising for developmental sessions for new employees chosen through the
interview and selection procedure. The new trainings required are:
Training to new recruits
The new employees will face a new workplace environment. Hence training is necessary for
making them familiar with the environment and ensure effective outcome.
Training to transferees
The relocated employees of Hilton will need training to adjust them to the new workplace
environment as they have changed branches although in the same hotel (Nickson, 2013).
The effects of such training procedure will be:
Developing the employee productivity in order to improve the productivity of the hotel itself and
gain head start in the competitive market
Training and development will help the hotel employees understand the Hilton organisational
culture, its visions and missions and in turn motivate the employees to work more dedicatedly
The business quality will be developed and the profitability will be increased

Training would also provide motivation to the employees to implement their positive points and
thus develop the company by fulfilling the roles and responsibilities as imposed upon them.
Thus both Hilton and the workforce of it are to be affected by the training and development
programmes as the employees will get a chance to showcase their skills, strengths and identify
the areas where improvement is needed. This will increase the profitability of the business
operations of the Hilton and earn competitive edge. This way the Hilton Hotel will be able o
develop customer loyalty towards their business and maintain the base of satisfied customers if
not increase it further (Bohdanowicz, 2011).
Thus the business of Hilton can be performed more successfully and the newly employed
employees can also gel with the organisational culture. Together, the organisational objectives
are met by the action of the employees and the target of profitability earned can be met.
Conclusion
With Hilton Hotel in the centre, the importance of human resource management can be
understood from the above assignment. The needs of training and development especially in case
of new branch opening have been explored. Human resource needs to be focussed upon for the
development of the business. The employment laws are also discussed in this regard so that legal
problems do not arise in the Hiltons. To ensure edge of competition, effective management of
human resource is mandatory.
Recommendation
The employees must be given equal importance and made a part of the decision making process
which will make them feel important and valuable for the company. The policies to be
formulated must be at par with the legal structure of the country of UK. The selection procedure

can be made shorter and less complex. Lastly, the Hilton HRM should arrange for training and
development programmes more oriented towards employee development (the newly recruits
especially) as they will be the ones to communicate with the customers directly. It is undeniable
that Hilton possesses a one-of-its-kind human resource department working efficiently for the
organisational department. With continuous attachment to such development Hilton will always
remain at the zenith of success in the competitive market of service industry.

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