Exploring the Role of Human Resource Management in Contemporary Organizations

The provided content is a collection of publications and online resources related to Human Resource Management (HRM). The materials cover various aspects of HRM, including experiential learning, strategic human capital management, employee development, training effectiveness, international HRD, and organizational performance. Additionally, the sources include legal frameworks such as Employment Relations Act 2004 and Equality Act 2010, which shape HRM practices.

HR Management in Service
Industries

Table of Contents
INTRODUCTION................................................................................................................................3
LO 1 Understand human resource management at Hilton Hotel Stratford.........................................3
1.1 Analyzing the role and purpose of human resource management ........................................3
1.2 Human resources plan based on Hilton Hotel Stratford........................................................4
LO2 EFFECT OF EMPLOYEE RELATIONS AND EMPLOYMENT LAW ...................................6
2.1 Assessing the current state of employment relations for Hilton Hotel..................................6
2.2 Employment law's affect.......................................................................................................7
LO 3 Understanding recruitment and selection process in Hilton........................................................8
3.1 Discuss a job description and person specification..............................................................8
3.2 Compare the selection process of different service industries businesses.........................10
LO 4 Understanding training and development..................................................................................11
4.1 Assessing contribution of training and development activities...........................................11
CONCLUSION..................................................................................................................................12
REFERENCES...................................................................................................................................13

INTRODUCTION
Human resource management is a process of selecting, recruiting and providing induction as
well training to the employees. In simple terms it can also be termed as process to of managing
human resource in an organization (Human Resource Management, 2016). An organization hire the
HR manager to perform duties regarding organizing individuals in the business. Human resource is
the most important element of an organization as it yields the output and performance through hard
work and dedication. The organization is required to understand the needs and wants of employees
in order to motivate and inspire them so that they can enhance organization's portability.
LO 1 UNDERSTAND HUMAN RESOURCE MANAGEMENT AT HILTON
HOTEL STRATFORD
1.1 Analysing the role and purpose of human resource management
Varied kind of functions will be required to be carried out by the HR team set in Hilton
Hotel Stratford. These are inclusive of; Organizing – This function is all about working over the location of company, deciding on
departments, destinations (Hafeez and Aburaw, 2013). Other than this, organizational
changes such as resignation, transfer, promotion etc. will also be handled by the HR of
Hilton Stratford. Handling workplace diversity- This can be regarded as one of the major functions that are
handled by HR. This is as Hilton Stratford hotel is likely to have a set of employees that
would belong from varied backgrounds, qualifications as well as culture. Hence HR in this
case, would be formulating objectives to make sure that employee differences are
understood. There would further starting up of specific programs so as to address issues in
the area of violence (Kleynhans and et.al., 2009). Other than this, steps will also be taken
with respect to personal wellness and spirituality. Payroll – Through this function, the purpose of HR present in Hilton, Stratford would be to
gather data with respect to employee's time, attendance etc. Performance appraisal - This technique can be defined as a practice by which overall
employee performance can be assessed and feedbacks can be provided for the same
(Kunnanatt, 2011). Emphasis can be given on both positive and negative aspects of
performance. This will provide aid in salary increment, granting promotions as well as
dismissal of those employees who are performing ineffectively. Employee development and training – With respect to the given aspect, HR at Hilton
Stratford would be responsible for understanding the employee training needs so as to
initiate as well as evaluate individual based development programs (Wright and McMahan,

2011). The set programs can range from orientation which is all about acclimatizing the new
recruits to the company. This further includes taking in ambitious education programs by
which workers can be familiarized with new software system. Managing Disputes – This can be regarded as one of the major functions that have been to
be performed by HR. He/she will manage the disputes that may arise between employees
and the employers. In this regard, the HR department acts as a mediator in order to sort out
the issues in best possible manner (Zhou, Zhang and Liu, 2012). This further includes
hearing employee’s grievances. Suitable solutions are then searched by them for sorting out
the issues. In other words, timely actions are taken by them so as to prevent things from
going out of order.
 Management of public relations - This can be in form of organizing business meets,
seminars as well as official gatherings on the behalf of the company. This is likely to assist
in building harmonious relations in respect to the organisation (Su and Wright, 2012). In few
cases, HR department plays an active role to prepare the business as well as marketing plans
of the company.
In a crux it can be concluded that HR in case of Hilton Stratford is likely to play a key role
in managing the overall activity. The need of the hotel is to put lot of energy as well as efforts in
developing an effective HRM.
1.2 Human resources plan based on Hilton Hotel Stratford
Human resource plan is a process to determine the current and future potentials required by
the Hilton hotel. It is necessary to plan before recruiting individuals as it helps in understanding the
human resource requirement in the organization (López-Fernández, Martín-Alcázar and Romero-
Fernández, 2012). The planning of human resource is also relevant in achieving strategies and
objectives designed by the organization.
The first step of human resource planning is making objectives.. The main objective of
Hilton hotel Stratford will be to hire talented individuals with good skill and expertise. Apart from
this, another aim will be to attain the current number of employees required by the hotel. The next
step is forecasting demand i.e. estimating what are the total number of requirement in human
resource department of Hilton hotel. After this, the manager will analyse the supply of potential
individuals available to the hotel. In this, the manager finds out sources and exact number of
employees available to be recruited. Then he/she will find out the deficit number (Jiang, Lepak and
Baer, 2012). Thus, there may be shortage in demand or in supply as well. After this the final step is
to identify the shortage and create an action plan. The action plan is made to find out the strategies
that will help the manager in achieving goals and objectives of Hilton hotel.

Human resource plan of Hilton Hotel, Stratford city.
Assessment of the current human resource:
After assessing the current human resource the current requirement of the hotel is -
Executive manager- 1,
Accounting manager-1,
Accountant-2,
Sales manager-1,
Inventory manager-2,
Marketing and Advertising manager-1
Room division manager-1,
Housekeeping-8,
Bell boys-2,
Security officer-2,
Telephone operator-2,
Receptionist-2,
Waiters-5
Forecasting current demand
After assessing the current requirement Hilton hotel requires 30 human resource personnel’s for its
new branch in Stratford City.
Forecasting available supply
As per the industry standards the current supply available is only of 20 employees.
Matching of demand and Supply
After subtracting current demand from supply the hotel is able to procure only 20 employees.
Hilton is in shortage of human resource by 10 number.
Creating an Action Plan
 Increase advertising activities for attracting more individual for recruitment (Cho, Song,
Yun and Lee, 2013).
 The manager can consult an employee agency.
 The manager can hire through campus recruitment.
Factors affecting human resource planning are as followed-
1. Employment- The issue related to employment directly affects the hospitality industry
(Edwards and Edwards, 2013). Fluctuations in the economy, like problems of
unemployment puts pressure on the companies. This causes shortage of skilled individuals.

2. Technological advancements- It is evident that technology changes at a very fast pace, it is
difficult to acquire employees who are technologically smart and updated (Alleyne, Doherty
and Greenidge, 2006). At many instances organizations faces problems as to how to train the
existing employees about new advancement in technology.
3. Economic fluctuations- Changes in the economy of the country makes it difficult for an
organisation to operate in the hospitality industry (Buller and McEvoy, 2012). For example,
issues like recession or high inflation makes it difficult for the employees to choose the job
that pay less in comparison to others. On the other, hand it is difficult for the organization to
earn profit in the difficult economic times.
4. Organization growth- The profitably and earning of a business makes is directly is directly
proportionate to attracting more customers. The customer’s perception is directly
proportional towards increase in organization’s growth (Wilson, 2014). The employees
prefer to work in a matured organization then a growing business.
LO2 EFFECT OF EMPLOYEE RELATIONS AND EMPLOYMENT LAW
2.1 Assessing the current state of employment relations for Hilton Hotel
The term Employee Relation deals with managing relations between employee and
employer. It is important for the growth of the organization to maintain good employee relation. A
positive work culture will enhance productivity and will inspire employee to yield more
performance for the company (What is Employee Relations? 2016). In Hilton hotel employee
relations are controlled and maintained by employee relation policies. The policies are basic
guidelines made by the human resource manager to create positive and cordial relationship among
the employee and employer. This is again vital for the employee in understanding the importance of
productivity. He/she must maintain good performance in his/her work. In this way the employer
must also understand the demands and needs of the employee and create better growth and
professional opportunities for them.
The structure and culture of an organization is important element in maintaining cordial
relation among the employee. In the current state of hospitality industry, it is significant to maintain
positive environment in the organization (Alewell and Hansen, 2012). On the other hand a strict,
chaotic and negative environment hampers the morale of the employees. A vibrant organization
have effective work force within itself. Apart from this harmonious relations in the workplace also
increases employee’s participation in the organisation. Employee participation is referred to as the
support and involvement of employee towards their organization or employer. . In UK, it is evident
that increase in employee’s participation have benefited the organization as a whole. On the other
hand, currently there is an increase in empowering employees about their rights (Employment
Relations Act 2004, 2016). The rise in unions have created a trend which is referred to as

unionisation. The union’s main aim is to make employees aware about their fundamental rights. In
many cases the unionisation have created drifting in the relationship of employee and employers.
On many instance both the parties seem to be affected by the quarrel between the individuals and
unions.
Another factor affecting employee relationship is conflict management which is done
between employees and employers. As the hospitality industry d produces services, there can be
situations where due to lack in efficient services, quarrels or conflicts may arise amidst employees
and the organization (Kolb, 2014). For cases like this management of Hilton have made sure to
maintain a grievance and disciplinary procedure which have to be adhered by the employees. This
procedure is followed not only by Hilton but entire hospitality. By addressing some disciplinary
rules, employers prepare guidelines for the employees. This is to make them aware about certain
disciplinary grounds which they have to follow. In case any employee fails to follow the same there
may be strict action taken against him/her. Other then this, the hospitality organization also provide
grievance procedure to address issues and problems faced by the employees (Melby-Lervåg and
Hulme, 2013). By doing this the human resource manager tries to help and provide assistance to the
employees. Consultation are also done between the employee and the manager. At many instances
in the organization, the management provides consultation to the employees who requires help. This
helps in motivating the employees to improve their mental and social wellbeing.
2.2 Employment law's affect
Employment laws are the legal policies formulated by the government of United Kingdom.
Employment Rights act 1996, states that each employee working in the organisation must be given
certain fundamental rights. They are allowed to take time-off and holidays (Employment Rights Act
1996, 2016). The act also states that each worker or employee must receive minimum wages. The
employee is required to pay the minimum amount allotted as per minimum wages stated in the act.
The employer is also required to protect the rights and information stated by the employee . This
must be kept private and must not be disclosed within peers or subordinates. Each employee have
rights to receive remuneration on medical grounds. In case any employee faces any medical side
effect due to an occupational hazard, then the employer is required pay him/her compensatory
amount. Apart from this the act also provides rights to expecting mother and father to take maternity
and paternity leave as well. Women specially must receive flexible work hours and should be
allowed to stay late or after work hours.
On the other hand, Equality Act, 2010 was formulated to provide equal opportunities to the
employees (Equality Act 2010, 2016). The act mandates that each organisation must maintain strict
procedure so as to stop discrimination based on colour, cast, creed, gender, orientation and etc. The
organisations are required to hire individual based on their educational qualification. Thus no

difference must be created based on the social status of the employees. In cases of disability the
employer needs to hire individuals and not reject people of being physically disabled. It is the duty
of the employer to make special arrangements for the disable employees. Issues related to
harassment by an employer or employee must be seriously handled. The victim of the
discrimination must be heard and steps must be taken to address these cases through legal help
(Shamim Khan and et.al., 2013). This is due to the fact that Equal opportunities is the right of the
employees to be treated equally by the employer. The employer must makes sure to provide equal
pay and to not discriminate based on income working in the same grade.
Conciliation and Arbitration Service i.e. ACAS is a voluntary organization that works to
improve employee relation in the organization. The organization provides free information and
counseling services to the employees. Their objective is to provide relevant information to the
employees in order to improve their work and social lifestyle (Alleyne, Doherty and Greenidge,
2006). They provide advice to the employees so as to improve their work practices and provide
expert solutions to their issues. They train and embark good working values among the employers
as well as employees.
LO 3 Understanding recruitment and selection process in Hilton3.1 Discuss a job description and
person specification
Job analysis is done to identify the requirements of a particular job required by the
organization. It is relevant in finding relevant information like the skills and qualification required
in a job (Landis and Brislin, 2013). Organizations conducts analysis to ascertain requirement of the
employees.
A job description is a list of task and responsibilities that are required to be performed by the
employee. It includes tasks, duties, scope and purpose of the employee in the organization.
Whereas, job specification is about the skills and qualification possessed by the employee as per the
job's requirement (Ford, 2014).
Job description-
Name of the organization- Hilton hotel, Stratford City
Job Position- Waiter
Job Location- Stratford, East London.
Dates of interview- 26th February, 2016
Delineate to- The Human Resource manager, Hilton hotel.
Duties and Responsibilities-
 To greet and attend the guest coming in the restaurant as well as in the bar.
 He/she is required to take orders of food and beverage from the customers.

 The waiter must be able to communicate proficiently with the customers.
 He/she is required to perform basic cleaning task over and off the counter.
 The waiter must also provide information to the customers about the hotel.
 He/she must be able to obtain revenues and payments by issuing receipts to the respective
guests.
 To communicate and coordinate with the kitchen staff as well.
 Must understand all the dining etiquettes.
 He/she must adhere to the grooming and appearance's standard as per the industry norms.
Job specification-
Educational Qualification- The wait is required to possess minimum as a bachelor degree or
higher in hospitality.
Work Experience- Individuals with experience over three years will be considered more relevant
for the job.
Gender- Female/Male
Age- 25-28
Skills and Knowledge required -
 The receptionist must be proficient in speaking English language, particularly.
 He/she must be efficiently in communicating with the customers as well as the employees
in the hotel.
 The individual must possess excellent oral communication skill to tackle customers.
 The waiter is required to be able to co-ordinate with fellow members and should be
enthusiastic so as to be able to work in a team.
The job description and specification are featured with the help of advertising in print or
digital media (Budhwar and Debrah, 2013). The manager uses the above methods of advertising to
recruit employees in the organization. Advertising plays an important role in recruitment and
selection. This is because these are easy and most accessible source of media used by the
individuals. Any person in search of a job prefers to find for vacancy either in print or digital media.
Print media are the newspaper who have specific sections dedicated to job vacancies. Other then
this TV and website provides as the digital medium to the employees so as to find out about the job
opportunities in hospitality industry.

Economic fluctuations, unionization and factors of the labor market affect the process of
recruitment (Benjamin, 2015). This is because the organization have to consider their effect on the
recruitment before hiring and selecting employees for their respective post. This is because the
social trend or policies made by the unions affect the preference of individuals in the hospitality
industry. In many case shift in the economies or change in inflation rate may disrupt tourist traffic
which will directly hamper growth of the hospitality industry.
3.2 Compare the selection process of different service industries businesses
Selection process is the method to review information provided by the individual while
applying for a job. This is done to check the authenticity and viability of the information like CV,
resume and qualification shown by the individual while appearing for a job. This is done to ensure
that the right person gets the right job (Cho and et. al., 2006). The selection process consists of
preliminary interview. In this the interviewer asks and conducts an oral questionnaire to judge
individual capabilities for performing the task and jobs. After this the recruiter receives applications
duly filled buy the applicant. Then screening is conducted where the manager analysis and evaluate
individuals experience, qualification and skills. A test is conducted and designed specifically for
specific jobs. An in depth interview is conducted with the applicant to understand their
requirements. Then after all these steps the manager selects the best suitable candidate.
There are various types of selection tools accessed by the hospitality industry. Service
industry often chooses to select individual on the basis of interview, aptitude test and personality
test (Landis and Brislin, 2013). In interview the recruiter forms a list of question which are
interviewed by himself. The applicant is required to answer these questions. It is easy and relevant
to use interview as a selection tool. This is because the interviewer can understand and judge the
individual with his/her physical presence. While conducting an interview varied information is
exchanged between both the parties. The recruiter tries to evaluate and test the interviewee through
his/her vocal and answering sills. In an aptitude test the employer tries to understand whether the
individual has potentials or abilities required to be performed by him/her in the organization. The
test includes questions based on the mechanical, manipulative and clerical ability of the individual.
Whereas, in a personality test the aim of the recruiter is to discover and find out about the
personality of the individual. A good personality is the major skill required by the hospitality
industry (Noe and et.al., 2014). Group discussion are conducted to find out the communication and
attentiveness of the individual in a group. The main aim of the personality test is to identify
emotional and optimistic traits possessed by the individual.
As per the above discussion, it will be appropriate for Hilton hotel to select
employees through interview and through personality test. In this way the manager will be able to
analyze the skills as well as the personality of the employees. The manager can ascertain

educational qualification which is a must to get a job in Hilton hotel particularly (Harrison, 2011).
The personality test will depict the influential characteristics required by the organization in the
employees.
There are various barrier that appear while selecting employees for the job. They are:
1. Failure of the manager or the interviewer in understanding the requirements of specification
required in the job that may lead to poor selection of the candidate.
2. If the manager makes quick decision based on one or two personality features of the
candidate then he/she might fail in recruiting skillful and good employee for the
organization.
3. The manager must be able to cross check all the information provided by the individual.
This is to understand the authentication of the qualification and degrees possessed by the
candidate.
LO 4 UNDERSTANDING TRAINING AND DEVELOPMENT
4.1 Assessing contribution of training and development activities
Link between induction programs and training
Training and development activities are designed to enhance the performance of the
employees. They are created in the form of an activity is as to educate and provide information to
the employees so as they can improve their productivity (Riley, 2014). Induction program on the
other hand provide introductory training about the organization. There is a direct link between
induction program and training as a brief about the job is given to the employees while joining the
organization. This type of training helps the employee in understanding the work from the very
beginning of their job.
The role and need for training
Training plays an important role in grooming and improving the skills of the employees.
Training possess a vital role in creating new strategies and objectives for the organization. This is
because right training may improve skills of the employees which is profitable for the growth of the
organization. Training at right time to the right person also improves and makes employees self-
reliant. It also plays a vital role in motivating and generating relevance of learning among the
employees of Hilton hotel. It is then needed to enhance the capabilities of the employees (Harrison,
2011). On the other hand, training given at the time of change management or during the
formulation of new strategies. This is to guide the employees about the anticipated new method of
working which they are required to use in their working style.
Types of training and development activities and their benefits:

There are different type of training and their benefits are stated. They are: Simulation Training- This type of training is provided to improve the working style or
pattern of the employees (Cho, Song, Yun and Lee, 2013). This training is given to the
employees of Hilton hotel in order to improve their management skills and provide them
awareness about new advancement of technology in the hotel industry. On the job Training- These training are given to improve the technical skill of the
employees and are provided generally in the workplace. The benefit of this training is to the
employees about the requirements by the management. Apprentice Training- This training is given to the employees to improve their work profile.
New trainees are provided with expertise from the expert of the respective field. Hilton
provides apprenticeship especially to the waiters and chefs (Kunnanatt, 2011). This is done
so that they can improve and enhance their skills to generate excellence. Language Training- This type of training is the most famous training conducted in
hospitality industry. This is because, this industry operates in varied diversified
environments. Thus, it is important for the employees to learn and grasp new language.
Hilton is benefited by this training as the employees gets trained to achieve higher
proficiency in the language.
 Administrative Training- This training is given specifically to the administrative employees
so as to enhance their managerial qualities (Buller and McEvoy, 2012). Manages are given
specific training like organizational development programs to make them more efficient as
well as reliable.
CONCLUSION
The above report gives a brief idea about the importance of human resource management in
the organisation. This research highlights the effects of recruitment and selection process. It is vital
for the manager to recruit skilled and efficient employees in order to improve performance of the
organization. Effects of employment laws are also discussed in the report. It is clear that the laws
created by the legal framework are affecting the policies and strategies created by the organisation.
It can be said that training and development activities are important to enhance and improve the
efficiency of the employees.

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