Training and Development Methods

This assignment delves into the topic of training and development methods employed within organizations. It emphasizes the importance of effective communication for achieving organizational goals. The document also touches upon employability skills development and their relevance in today's work environment.

HRM
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TABLE OF CONTENTS
INTRODUCTION................................................................................................................................3
TASK A................................................................................................................................................3
a) Analysis of role and purpose of human resource management in Hilton Hotel..........................3
b) Justification of Human resources plan based on an analysis of supply and demand for Hilton
Hotel.................................................................................................................................................4
c) Assessment of the current state of employment relations in Hilton Hotel..................................5
d) Discussion of the employment law affects the management of human resources in Hilton hotel . .6
TASK B................................................................................................................................................6
a) Discussion of a job description and person specification for Hilton hotel..................................6
b) Comparison of the selection process of different hotel industries...............................................8
c) Assessment of the contribution of training and development activities to the effective operation of
Hilton Hotel.....................................................................................................................................9
CONCLUSION .................................................................................................................................10
REFERENCES...................................................................................................................................11
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INTRODUCTION
Human resource management is a function in the organizations which are designed to increase
employee performance and potential in terms of fulfilling the employer's strategical objectives. Human
resource is an essential part of the organization (Hendry, 2012). Hilton hotel is an international chain of
full service hotels which serves people worldwide. Hilton human resources have specialised
knowledge in benefits, compensation, collective bargaining agreements, employment law, statistical
analysis etc. (Hilton Hotel and Resorts, 2015). The present report is been carried on human resource
issues and the effect of employee relations and employment law on Hilton Hotel. The other part
comprises of recruiting and selection process and contribution of training and development activities in
the organization.
TASK A
a) Analysis of role and purpose of human resource management in Hilton Hotel
The role and purpose of human resource management in Hilton hotel can be analysed. Hilton
Hotel is one of the best examples of Human Resource management. The role and purpose of human
resource management in the hotel is to satisfy its employees by fulfilling its needs and requirements.
Managers and HR professionals have the vital job of managing employees so that they can effectively
perform work activities. The manager is required to view the manpower as human assets not costs to
the organization (Armstrong and Taylor, 2014). Human resource management team trains the
management group as how to manage workforce in the hotel industry. This includes managing
recruiting and hiring employees, coordinating employee benefits and developing employee training and
development strategies in the Hilton Hotel.
HR professionals of Hilton Hotel can handle different types of issues related to employees and
organization. Human resources management in Hilton hotel provides their employees with standard
wages, higher quality work opportunities and flexibility in their job (Jiang and et.al., 2012). Human
resources professionals oversee employment relations in the Hilton Hotel to handle employment issues.
Hilton hotel's human resource management have different roles and purposes to solve various problems
and they are as follows:
 Recruiting: In Hilton hotel, Human Resource management need highly skilled recruiters which
help in selecting good quality of housekeepers, staff, chefs or bartender, receptionist etc.
Recruiter can help in hiring guest workers for seasonal employment to rectify its shortages
period (Reynolds, 2016). Hilton hotel HR management routinely runs background checks on
job candidates because of it reduces the high theft of wine, food and equipments. HR
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management should ensure that every position is described in detail so that new hires and
veteran workers are clear about their duties and responsibilities.
 Retention: To keep its employees for a long period, Hilton hotel provides incentives to increase
retention such as employee recognition programmes or in-house professional development
programs. This enables the recruiters to show the existing employees and new hires the success
of the organization.
 Compensation: Human resource management also helps Hilton hotel to set wages and salaries
based on regional market rates. Hospitality employees earn much of their extra income through
tips. HR management's payroll knowledge helps the employers to handle tips as required under
the federal tax code.
b) Justification of Human resources plan based on an analysis of supply and demand for Hilton Hotel
Human resource planning (HRP) or manpower planning plays major role within Hilton hotel. It
is a process which determines the current as well as future human resources requirements in achieving
the business objectives. Furthermore, the process assists in maintaining adequate manpower and
employees so that they can offer adequate services and facilities to their guests and customers (Purce,
2014). The first purpose of human resource planning is to ensure that workforce within Hilton Hotel
ensure best fit among their jobs with avoiding human resource shortage and surpluses within the
organization. The human resource plan for Hilton Hotel generally emphasizes on the three segments.
They are forecasting the existing labour demand, analysing present labour supply and the last element
is balancing the planned demand and supply of the labour. The various elements within the human
resource planning are as following: Forecasting current labour demand: The first step within human resource planning process is
determining the current demand of labour within Hilton Hotel. Human resource demand
forecasting depends on several factors which are employment trends, replacement needs,
production capacity, absenteeism, growth and expansion (Alfes and et.al., 2013). With the help
of this, human resource manager will easily measure the current labour within the business so
that they can easily meet the services. Analysing present labour supply: Second step in human resource planning is to forecast and
predict the future requirement of manpower within Hilton hotel. Human resource supply
forecasting depends on various factors which are categorized into two supply i.e. internal and
external supply (Buller and McEvoy, 2012). Internal supply of human resource includes
transfers, promotions, retired employees & recall of laid-off employees, etc. On the other hand,
external supply includes supply and demand of jobs, expected growth rate and levels,
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technological development and compensation system based on education, experience, skill and
age.
 Balancing the planned demand and supply of the labour: The last step within the HRP
process is balancing the requirement of labour and manpower by enabling proper planning
regarding demand and supply of labour. In this case, if there is shortage of manpower within
Hilton then manager would recruit more qualified personnel to meet human resource within
organization (Renwick and et.al., 2013). However, if there is excess or surplus of workforce in
the chosen firm, then manager would transfer or terminate the service of unwanted employees
from the premises. Therefore, through this HR manager can easily balance the demand and
supply of labour.
c) Assessment of the current state of employment relations in Hilton Hotel
The current state of employee relations in Hilton hotels worldwide is quite robust as Hilton
hotel are now providing equal value towards the satisfaction of the customers as well as the employees.
All the major decisions of the company are taken by the top level management and at the same time
employees are allowed to participate in the process of decision making. In Hilton hotel, human
resource management actively take decision for the welfare of the business enterprise. The culture of
the organization has developed as compared to past (Wang, 2013). The leadership powers have been
distributed among employees so that they can take best decisions for the company. The employees of
the Hilton hotel are able to negotiate and discuss with their superiors at any time. The ability of
employees to take part and involve in the decision making process has supported the firm to decrease
the rate of turnover. Employees are also authorized with the power to carry out collective bargaining
activities in the management. This motivates them to work for the productivity that gives more
profitability to the organization.
The grievances activity of the Hilton hotels is quite secure and safe. The job responsibility,
accountability and role of each employee are clearly outlined by the organization. If employees faced
any problems then precautions are quickly handled by the grievances cell of the Hilton hotel. To create
a suitable organization, employees should follow all the rules and policies of the hospitality industry
(Hoque, 2013). The current employment relation with the Hilton hotel is quite sound. Human resources
are doing their job in the good environment and following all the safety measures which are adapted by
the organization. Hilton hotel believes in democratic style of employee relation and it practices the
win- win approach in employee relationship because it is profitable and customer oriented hotel
(Cheng And et.al., 2013). The employment relation plays an important role in the organization because
it provides information about the organization image and value and where it stands in the market.
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d) Discussion of the employment law affects the management of human resources in Hilton hotel
The employment law affects the human resource management of Hilton hotel significantly. The
rigorous employment law sometimes increases the liabilities of the hotel towards the employees. The
Employment Relations Act is one of the rigid acts that increase the excessive liability of the
organisation towards the trade union. Employee law of United Kingdom states that “The issues that
ensure the improvement of the employees or workers and to protect the interest of the employees
working within the organization”. Hilton hotel practices this employment law and there are other
various policy which are practises by the organization (Law and et.al., 2013). These policies are non-
discrimination policy, health and safety policy and equality act. Hilton is following anti discrimination
law in the organization in which company should avoid various discrimination in terms of age, race,
gender, religion etc. Hilton hotel practises this policy in which it focuses on the various acts such as
disability discrimination act, equal pay act, race relation act, sex discrimination act and employment
equality regulations (Boella and Goss-Turner, 2013).
In health and safety policy, the company should take care of the employees health and safety
measures. Hilton hotel also practices equality act in which organization does not differentiate in the
men and women and treated them equally. In Equality act, same wages and salaries should be given to
the employees of the same position without considering the gender, race etc. (Balch, Alex and Rankin,
Glynn, 2014). When the bargains are not accepted in the organization then it results in the resignations
of several employees which the company tries to avoid. The contracts of employment including
termination of employment if any employee breaks any rule or fails to serve the company in the best
interest as decided formerly. All the laws of the company are made in favour of the employees mostly
to keep the required goodwill in the market.
TASK B
a) Discussion of a job description and person specification for Hilton hotel
The job description is a list of general tasks, functions and responsibilities of a position which is
used by the person. It includes to whom the position reports, specifications such as the qualifications or
skills and the salary range needed by the person in the job (Karatepe, 2013). Whereas the person
specification includes the skills, qualities, experience and qualifications required for the position. The
specification should be traced from the job description and forms the base for the recruitment process
(Riley, 2014). The job description and person specification taken here is for the job of “Receptionist”.
Position Details
Position: Receptionist
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Department: Reception
Reporting to: Reception Manager
Salary: £15,500 p/a
Contract: Permanent
Hours per week: 40 per week 5 out of 7
Overall Objective: To ensure that all customer needs are fulfil and enhance their expectations.
Job Description
Main Objectives
 To work as a team member and helps to deliver daily operational needs of the Hotel Reception
 To meet and surpass guest expectations through regular delivery of service levels in line with
brand requirements To be the main point of interaction for Guests dealing with efficiency with any requests,
enquiries and any complaints
Summary of Duties
 To welcome all arriving guests to the requisite minimum standard
 To bid farewell all departing guests to the requisite minimum standard
 To increasing revenue through Front Desk sales programmes
 To handle all telephone calls, including external and internal for in-house guests, enquiries and
other departments.
 To transfer the calls to VIPs staying in the hotel to check on guest gratification
 To record and report maintenance and security issues raised by guests or employees and follow
up where appropriate
 To evidence and process lost property and follow up where appropriate
 To make lunch and dinner reservations in the hotel restaurants for in-house guests and non
residence
 To make a note of and process guest laundry leaving and returning to the hotel
 To manage general administrative duties using Microsoft Office, Internet Explorer, the hotel
property management system, etc.
 To render change for the hotel food and beverage outlets, as required.
Person Specification
Essential
 Have the ability to work as team member and on own initiative
 Have excellent personal presentation and verbal communication and listening skills
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 Have a passion for delivering exceptional customer service with a ‘can do’ attitude
 Be flexible, motivated and committed
 IT skills GCSE English and Maths grade C or above (or equivalent)
Desirable
 Have the experience of previous hotel reception
 Experience in a customer service surroundings
 Have a experience of cash handling
Reference: A0202
Closing Date: 28th February 2016
b) Comparison of the selection process of different hotel industries
Selection Process is a process of selecting skilled candidates from a pool of applicants for the
purpose of competence to fill jobs of the company (Torres and Kline, 2013). Human resource
management chooses the skilled and talented employee from all candidates who has applied for the
interview in the organization. The comparison of the selection process between Hilton Hotel and
Marriott Hotel are as follows:
Hilton Hotel Marriott Hotel Preliminary Interview: In Hilton, there
are process of taking preliminary
interview of candidates such as group
discussion etc. Analysis of Interview outcome: After
done with preliminary interview,
organisation examine the outcome of
interview by identifying which
candidates are applicable for next
process of selection. Allocations of applications: The
candidates which are selected for next
process, should submit their applicants to
the company such as their qualifications
details , personal details etc. Employment tests: After submiting the
the details of the candidates, the selected
candidates should have to give
employment test in form of written test
for the jobs. Reference check: After passing
employment test, the selected skilled
candidates will go through the process of
reference check by the company to verify
 Receiving applications: In Marriott,
HRM firstly focuses on receiving of
application in order to achieve the
objectives of selection process,
 Employment test: After receiving the
applications, applicants have to attend
written test of their particular job to the
management.
 Employment interview: After passing in
in employment test, candidates are
elligible for personal interview with HR
management.
 Reference check: After selecting in the
interview, candidates will go through
reference check where management
verify their qualification as well as
personal details.
 Final selection: Following the above
process and getting chosen by HR
management, company will offer the job
letter to that candidates.
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their educational qualifications. Physical examination & Final selection:
After that candidates medical check-up
should be done and after going through
all process and getting selecting in it then
company give job letter to the selected
skilled candidates.
The other comparison of the selection process between these two hotels are as following. Hilton
hotels carries the recruitment process more broadly in different parts of the world where the business
operates and has healthy contacts with hotel management schools. Whereas Marriott is not having any
links with hotel management schools in order to recruit the most skilled students from them (Lockyer,
2013). The number of employees recruited in Hilton hotels is more as compared to Marriott Hotel.
After comparing both hotels selection process. It conclude that selection process of the Hilton Hotel is
quite different follows extensive method which is consider effective. This is because the management
has analysis the competence of the candidates by their successful process and has gained skilled
workforce (Schatz, 2016). Due to the effective selection process, Hilton Hotel elimination cost is less
as compared to the Marriott Hotel.
c) Assessment of the contribution of training and development activities to the effective operation of
Hilton Hotel
The contribution of training and development activities to the effective operation of Hilton
Hotel can be assessed. It helps the Hilton Hotel operations effectively. Training is the process of
grooming the employees and teaching them the basic skills they need to perform in their jobs or for the
developing additional skills. The company's training programs must make sense in terms of the
organisation's strategic objectives. For instance, Hilton hotel targets guests from various countries of
the world. So for this, the human resources management must focus on the training programs in which
it teach multiple languages to their staff (Úbeda-García and et.al., 2013). Training and development
programs support performance management. This is an incorporated goal oriented approach to
assigning, training, assessing and rewarding employees’ performance. Hilton Hotel human resource
management ensuring that their training and development programmes also supports the performance
management.
Senior executives at Hilton believe that the training and current development of its employees
is captious in order for the business to stay ahead in a competitive global marketplace. Consequently,
learning is a major part of the company’s strategy. Hilton ongoing aims are to encourage constant
development and provides a orderly approach to training (Cooney and Stuart, 2013). The organization
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is relied on the classroom training. Hilton hotel is continue to use classroom training such as e-learning
and computer-based training. There is a line up of techniques, methods, activities, and training which
create and present memorable, meaningful, and successful classroom training sessions. It allows the
firm to teach employees in a safe, quiet, clean environment, away from the noise and pressures of the
work area.
The training cycle has five steps which are identification of training needs, designing of training
solution, delivery of training solution, application of training in the court environment and evaluation
of training solutions (Sloan and et.al., 2013). There are some training methods which are off the job
training methods and on the job training methods. These have been explained below. Off the job training methods: The training which takes place in environment other than actual
workplace is called off the job training. Off the job training is usually planned to meet the
common learning needs of a group rather than a particular individual’s needs. Lectures,
computer-based training, games and simulations are the common forms of off-the-job training
methods. These all methods are practised by the Hilton Hotel.
 On the job training methods: The purpose of the on-the-job training session is to provide
employee with task-specific knowledge and skills in work area. The knowledge and skills
presented during on-the-job are directly related to job requirements. Job instruction technique,
job rotation, coaching and apprenticeship training are the common forms of on-the job training
methods which are practised by the Hilton hotel.
CONCLUSION
Hilton hotel has one of the most suitable employee recruitment, selection, training and retention
style. The overall recruitment process of the company has the ability to attract huge number of fresh
talented individuals towards the organisation. Employee satisfaction is given the primary importance
besides that of the customers. The entire chain of business of Hilton hotels also consist of employees
from diverse backgrounds and no cultural differentiation is carried out by the organization. Therefore,
Hilton hotels have the one of the most robust recruitment and selection strategies.
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REFERENCES
Journals and Books
Alfes, K. and et.al., 2013. The link between perceived human resource management practices,
engagement and employee behaviour: a moderated mediation model. The international journal of
human resource management. 24(2). pp.330-351.
Armstrong, M. and Taylor, S., 2014. Armstrong's handbook of human resource management practice.
Kogan Page Publishers.
Boella, M. and Goss-Turner, S., 2013. Human resource management in the hospitality industry: A
guide to best practice. Routledge.
Buller, P. F. and McEvoy, G. M., 2012. Strategy, human resource management and performance:
Sharpening line of sight. Human resource management review. 22(1). pp.43-56.
Cheng, P. Y. And et.al., 2013. Ethical contexts and employee job responses in the hotel industry: The
roles of work values and perceived organizational support. International Journal of Hospitality
Management. 34. pp.108-115.
Cooney, R. and Stuart, M., 2013. Trade unions and workplace training: Issues and international
perspectives. Routledge.
Hendry, C., 2012. Human resource management. Routledge.
Hoque, K., 2013. Human resource management in the hotel industry: Strategy, innovation and
performance. Routledge.
Jiang, K. and et.al., 2012. How does human resource management influence organizational outcomes?
A meta-analytic investigation of mediating mechanisms. Academy of management Journal.
55(6). pp.1264-1294.
Karatepe, O. M., 2013. High-performance work practices and hotel employee performance: The
mediation of work engagement. International Journal of Hospitality Management. 32. pp.132-
140.
Law, R. and et.al., 2013. Progress and development of information technology in the hospitality
industry evidence from Cornell Hospitality Quarterly. Cornell Hospitality Quarterly. 54(1).
pp.10-24.
Lockyer, T., 2013. The international hotel industry: Sustainable management. Routledge.
Purce, J., 2014. The impact of corporate strategy on human resource management. New Perspectives
on Human Resource Management. 67.
Renwick, D. W. and et.al., 2013. Green human resource management: a review and research agenda.
International Journal of Management Reviews. 15(1). pp.1-14.
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Riley, M., 2014. Human resource management in the hospitality and tourism industry. Routledge.
Sloan, P. and et.al., 2013. Sustainability in the Hospitality Industry: 2nd. Principles of Sustainable
Operations. Routledge.
Torres, E. and Kline, S., 2013. From customer satisfaction to customer delight: Creating a new
standard of service for the hotel industry. International Journal of Contemporary Hospitality
Management. 25(5). pp.642-659.
Úbeda-García, M. and et.al., 2013. Training policy and organisational performance in the Spanish hotel
industry. The International Journal of Human Resource Management. 24(15). pp.2851-2875.
Wang, Y. F., 2013. Constructing career competency model of hospitality industry employees for career
success. International Journal of Contemporary Hospitality Management. 25(7). pp.994-1016.
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