Enhancing Recruitment and Selection Activities in Hotel Hilton

The effectiveness of recruitment and selection activities can be enhanced in a hotel, such as Hilton, to increase profits and sales. This can be achieved by using various strategies and techniques, such as identifying the right candidates for specific job roles, using multiple recruitment sources, and ensuring that the selection process is fair and unbiased. Additionally, providing training and development opportunities to employees can also lead to increased productivity and retention, ultimately resulting in improved business outcomes.

HRM FOR SERVICE
INDUSTRY

TABLE OF CONTENTS
INTRODUCTION ..........................................................................................................................1
TASK 1 ...........................................................................................................................................1
1.1 Assessing the role and purpose of HR in hotel Hilton ....................................................1
1.2 Justifying the HR plan with specific reference to hotel Hilton Stratford ........................2
TASK 2 ...........................................................................................................................................3
2.1 Assessing the current state of employment relationship in hotel industry ......................3
2.2 Impact of employment law on the management of HR for hotel Hilton..........................4
TASK 3 ...........................................................................................................................................5
3.1 Job description and person specification for the hotel industry job ................................5
3.2 Comparing the selection process of two different type of service industry businesses. .7
TASK 4 ...........................................................................................................................................8
4.1 Contribution of Training and Development.....................................................................8
CONCLUSION .............................................................................................................................10
REFERENCES..............................................................................................................................11

INTRODUCTION
HR department has a crucial role within firm as it is with the help of this department
only; needs and demand of respective employees are met. In addition to this, human resource
management has a great importance in service industry as its whole work relies upon the team of
talented and skilled individuals (Human resource management, 2015). Furthermore, the
department also organizes training and development programs on constant basis for its
employees which help in raising that particular skill among workers in which they are lacking.
Along with that, HR department organizes recruitment and selection activity which helps in
placing right employees at the right position.
This study is based upon the case study of hotel Hilton which is planning for opening 50
rooms in Stratford City. In this context, report will showcase the effect that employment law and
employee relation have on business operating in service industry. In addition to this, the study
will also provide the description regarding recruitment and selection process which is being
followed by Hilton hotel.
TASK 1
1.1 Assessing the role and purpose of HR in hotel Hilton
The human resource department of firm plays a significant role. In this context, from the
given case, it is assessed that hotel Hilton is planning for expanding its level of operations and in
order to perform the same, it is opening 50 more additional hotels in Stratford City (Bach, 2005).
The hotel is planning for delivering different types of services through its hotel. Thus, in order to
deliver the best quality of services, hotel Hilton will require the team of talented workers. In
order to fulfil the specific aim, HR department of cited firm plays an important role. This is
because; in order to perform the recruitment of skilled employee, hotel Hilton has an effective
recruitment process (Role of HR, 2015). The recruitment process of cited firm consists of number
of tests which help in assessing the effectiveness of selected candidates in terms of their skills.
Here, it is by complying with the given type of activity only, firm places right employees at the
right post. Thereby, hotel Hilton meets its objective to deliver the high and best quality of
services to the corporation in an effective way. Thus, in this way, it gains higher profits and
revenues.
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In addition to this, another role of HR department is to keep employees highly engaged
and motivated with their work. Here, with an aim to perform the same, department organizes
different training and development programs for the workers. With an aim to assess the training
and development needs of its workers, cited firm takes help from number of techniques such as
performance appraisal and bench-marking (Bratton and Gold, 2012). Here, on the basis of given
tools, firm gets information about that specific skill in which its employees are lacking. Here, by
carrying out the improvement in assessed skill, hotel Hilton enhances the efficiency of its
workers which will enable them to maintain the satisfaction level of its guests in an effectual
way.
With respect to the new hotel, HR department of hotel Hilton Stratford also plays the role
of forecaster. In this regard, it forecasts the type of employees that will be needed in different
sections. Thus, as per the given information, only cited enterprise organizes the training
programs for employees. Besides this, HR department has varied purposes and aim. Its major
aim is to maintain the satisfaction of its workers (Claydon and Beardwell, 2007). This is because,
success of the service firm like Hilton largely rely upon its employees only. It is due to this fact;
the firm will be able to deliver the best services to its guests if its employees feel highly
committed and motivated towards their work. With an aim to fulfil the given purpose, HR
department makes efforts in terms of providing its employees a healthy environment of working.
The environment of hotel Hilton is friendly and open. Here, each employee has an opportunity to
communicate their reason of dissatisfaction to the respective reporting authority. Through this
way, the problem which is being faced by the employees is resolved. Furthermore, another
purpose of HR department is to comply with all legal laws and regulations which are associated
with the employment practices.
1.2 Justifying the HR plan with specific reference to hotel Hilton Stratford
Human resource planning is the process which helps in identifying the current and future
needs of HR (Human resource planning, 2015). It consists of number of steps. Following human
resource plan is prepared with specific reference to hotel Hilton Stratford: Assessing the organizational objective: From the given case study, it is assessed that
hotel Hilton is planning for opening 50 more additional hotels in Stratford City in which
it is planning to deliver a variety of services. Here, in each service section, firm will
require the team of competent and skilled employees. However, with an aim to give
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answer to the question that whether firm possesses sufficient number of skilled
employees for its new branch or not, HR plan plays a critical role. Inventory of present HR: In this step, the information regarding existing employees who
work within Hilton will be gained. Here, existing employees will be analyzed in terms of
their skills and experience. For example, if manager of hotel Hilton has identified that it
has limited number of employees who are already engaged in their respective work, then
in the given circumstance, for the new branch of hotel Hilton, manager will have to carry
out the recruitment of additional workers (Hendry, 2012). Forecasting the demand and supply: In this part, numbers will be decided regarding the
type and quantity of employees that will be needed for the new rooms of hotel Hilton. For
example, it is assessed by the manager of hotel Hilton that around team of 50 employees
will be needed by the corporation for given services. However, it is also assessed by the
corporation that supply of employees is limited in the firm (Bratton and Gold, 2012). Estimating the manpower gap: In this section, comparison will be carried out between
demand and supply of workers. For instance, manager of hotel Hilton Stratford has
assessed that there is a huge difference that is being assessed between the demand and
supply of workers. Thus, in order to meet the same, firm will have to organize the
recruitment and selection activity (Hoque, 2013).
 Finally, preparing the action plan: Finally, in the last step, recruitment will be
conducted. However, with an aim to carry out the recruitment of efficient employees,
firm will take the help from both internal and external sources. Through this way, highly
qualified employees will be recruited by the manager for Hilton Stratford. Thus, cited
firm will gain the benefits in terms of increased profits and sales in an effectual way
(Kramar and Syed, 2012).
TASK 2
2.1 Assessing the current state of employment relationship in hotel industry
Employment relationship depicts the link which is being assessed between employers and
employees who work in the same firm. The success of any organization thoroughly depends
upon the relationship which exists between the employers and employees. Here, with an aim to
maintain an effective relationship between managers and hotel workers, varied firms are taking
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the help from number of methods (Nickson, 2013). For instance, many corporations including
hotel Hilton uses collective bargaining process with an aim to gather the views and opinions of
workers related with the working condition. This process consists of number of steps which are
basically used when employees face any kind of difficulty in relation to its current working
environment. With the help of this approach, an effective discussion will be carried out between
management and hotel employees. Thus, through this way, solution to the problem which is
being faced by the employees of hospitality industry can be gained in an effectual way. By
complying with the given type of activity, an effective relationship can be established between
employers and employees.
In addition to this, with an aim to maintain the current state of employment relationship,
different hospitality firms also take the help from employee participation approach. It is an
approach in which employer involves its employees in the decision making process (Torrington,
Taylor and Atkinson, 2009). This method is basically used with an aim to enhance the
motivation level of its workers which is usually hindered when manager will involve its
employees in any decision making activity. This method not only helps in enhancing the
satisfaction level of workers but it also plays an important role in terms of reducing the
communication gap between workers and employers in an effectual way. Furthermore, it also
enables the employees with regard to communicate their grievance in front of management of
organisation. Thus, it is by complying with the given type of activity only, the methods plays an
effective role in terms of improving the relationship between employers and employees
(Frimousse and et.al., 2012).
Moreover, many firms in hospitality industry follow an effective grievance procedure.
This procedure is used with an aim to resolve the issue which is being faced by the employees of
firm. In this context, it has been seen that the relationship between employers and employees will
be hampered if firm will not take timely action with regard to the problem which is being faced
by the workers. However, in order to resolve the problem between employers and employees, the
grievance handling procedure plays an important role. With the help of this approach, conflicts
which occur between employers and employees can be resolved (Darrag and et.al., 2010). Thus,
through this way, an effective relationship can be established as well as maintained between
managers and workers of hospitality firms. Besides this, many hospitality firms has their own
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union which also work upon the objective to an effective relationship between employers and
employees.
2.2 Impact of employment law on the management of HR for hotel Hilton
The employment law causes necessary impact upon HR management practices of hotel
Hilton. In accordance with the given context, different employment laws are assessed which help
in improving the HR management practices of cited firm. For example, employment right act is
one of the types of act which provides information regarding different rights of workers which
they can avail while working within organizational environment.
This act covers the areas such as right to get the payment in return of delivering services
along with the right to give an effective environment of working to the workers. If hotel Hilton
does not comply with all the given rights while managing its employees, at that time, workers
have full authority to file the case against company (Cunningham, 2001). In addition to this,
hotel Hilton also has to follow all the provisions related with the maternity and parental leave.
This leave will be applicable for both male and female employees.
Here, workers have full authority that they can avail the given leave whenever they
require. These leaves are paid. However, strict actions will be taken against company if given
type of leaves will not be provided to the workers. But, the given leave causes direct impact upon
the HR management practices of hotel Hilton. For instance, during peak period, it has been
assessed by the HR manager of hotel that majority of its workers are on parental leave. Thus, in
the given circumstance, it will become difficult for the cited firm to maintain the balance
between demand and supply of its employees. Due to this, direct impact can be seen upon the
brand image of hotel Hilton. In addition to this, equal opportunity act is another legislation which
has its effect upon the employee selection procedure. For example, hotel Hilton has decided to
recruit more male workers for its Stratford City hotel (Chadzingwa, 2010). The given particular
aim cannot be met by the hotel due to implication of Equal opportunity act. The act depicts that
firm must not discriminate its employees as per their gender and religion. This is because; if
discrimination will be performed, at that time, strict actions can be taken against hotel Hilton.
Overall, it can be said that HR management practices of hotel Hilton is influenced through varied
types of legislation.
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TASK 3
3.1 Job description and person specification for the hotel industry job
Hilton Hotel group is a huge family of employees with more than 540 hotels around the
Globe in 78 countries. As an HR trainee, I had assisted the manager in recruitment and selection
of employees in many departments. Manager has adopted rigorous method to recruit the most
eligible and capable employee from the pool of applicants. Among the recruitment of employees
from different departments, one of the most crucial selections was for receptionist (Bach, 2005).
A receptionist is the first person with whom a client interacts to seek any information after
coming to the hotel. Mentioned hotel is recognized for its personalized services. Apart from
receiving visitors and addressing their issues, Receptionist is endowed with slew of duties and
responsibilities. Job description and person specification for the receptionist of hotel is explained
as below:
Job Description: A receptionist is the support system to the administration of hotel by
performing the prescribed duties.
Office Duties:
 Welcoming visitors by polite and gentle greeting.
 Handling telephonic conversations as a coordinator between management and
subordinate staff.
 Receiving and addressing to the inquiries of visitors in Hotel.
 To provide the word processing and secretarial support to the management.
 To maintain visitor's, employee and departmental documents and accessing data when
required by higher officials.
 Monitoring the supply and requirement of office inventory and also keeping their
maintenance (Kramar and Syed, 2012).
 Hotel has been the destination of choice for international meetings, conferences and
seminars. Receptionist assists the management in planning and preparation of these
gatherings. To supervise the security system of hotel.
Person specification
Qualification
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Graduation degree course in any stream
Experience:
 Experience of working in a hectic hotel reception environment. Experience of working with maintaining confidential information of group and being
equipped with the knowledge of maintaining and security of such information.
Attributes and skills required:
 Good oral and written communication skills.
 Knowledge of office administration and understanding of legal and legislative aspects of
hotel administration.
 Understanding of the culture and environment in which hotel group is operating.
 Need to possess personal attributes such as honesty, trustworthy, respectfulness, polite
gesture and sensitivity.
 Equipped with the skills such as time management, stress management and computer
handling skills (Darrag and et.al., 2010).
 To be equipped with skills to adapt with the changing conditions with respect to
increasing demand, workload and environmental conditions.
 Effective verbal and listening skills to supervise the subordinate staff and to communicate
with the higher management.
3.2 Comparing the selection process of two different types of service industry businesses
The recruitment and selection process of two different service industry firms are
compared in which one is of hotel Hilton and other is of British Airways. The recruitment and
selection process of cited firms are somewhat same, but still, some difference is being assessed
within given process. For example, the selection process of hotel Hilton starts with sending the
application form to the respective candidate. Here, in order to make the right selection of
candidate, Hilton hotel takes help from number of online portals such as monster job. Through
these portals, firm performs the scrutiny of its candidate as per the requirement. Thus, it can be
said that it is the initial phase of recruitment and selection process of cited hotel. However, the
candidates which are shortlisted will be later on being called by the HR executives of firm
(Frimousse and et.al., 2012).
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Here, after making the selection of candidate firm will organize first round interview for
them. Here, HR executives of hotel basically asked about the qualification and experience of
individuals. Thus, here, in this phase, person who will be considered as inefficient for the
respective job will be rejected. In addition to this, in the next phase, firm will conduct different
types of tests such as physical and attitude tests. These tests are organized with an aim to assess
the effectiveness of respective candidate. This phase plays an important role as it helps the hotel
to carry out selection of right candidate in an effective way. The individual who will pass the
given phase will be eligible for the interview section which is conducted by the HR manager of
hotel. It can be considered as final stage. Thus, in the given phase, firm will make the selection
of appropriate employees (Cunningham, 2001).
In comparison to this, manager of British Airways follow different selection processes.
The given process of cited firm also begins with sending the application form. However, after
sending the application form, the selected candidates will require giving different types of tests.
Here, British Airways organizes tests such as technical and physical tests. On passing the given
tests, interview will be conducted by the HR manager of British Airways (Chadzingwa, 2010).
Finally, at the end, employee will be selected by the firm and being placed at the respective
position.
TASK 4
4.1 Contribution of Training and Development
Training can be referred as a systematic process that aids in boosting the knowledge and
skills of human resources within organization and improves their proficiencies as well. With the
help of it, company is able to attain enhanced performance that aids in attaining the business
objectives in an effectual manner. Training and development (T&D) is of key importance for
company as it enhances the employability skills of personnel and also, it helps in boosting the
efficiency of firm by delivering same set of quality at work. Considering the case of Hilton Hotel
Stratford, training and development session is of key importance as it is a new establishment and
hence, it will employ new employees for managing the operations (Choo and Bowley, 2007). By
offering sound training, company will be able to boost its competency in terms of increased
productivity, increase in employee’s competency and hence, in the attainment of edge in the
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marketplace. Considering this scenario, underneath are the contribution of training and
development for mentioned hotel:1. Rise in Employee Performance: By offering sound and appropriate training and
development, company is able to enhance the performance of employees through which
required services can be offered to in-house guests. T&D aids in attaining the standard
practice of service from which each customer is offered with similar services. This helps
in meeting with the diverse needs of customers and aids in attaining an edge within
marketplace. Besides this, T&D helps the cited hotel in developing a common platform
where employees from different backgrounds are offered with the new set of practice.
This supports in managing the relationship with cross cultural employees that certainly
help in developing coordination level (Caligiuri and Tarique, 2006). With this, Hilton is
able to boost the business performance.2. Talent management: Another contribution of practicing T&D to Hilton Hotel is that it
helps in doing talent management at the workplace. It is a practice in which learning of
one employee is transferred to other employees at organization so that all can work with
high efficiency. This practice helps in developing skills among employees and it will also
assist in reducing the cost of enterprise which will be increased when company conducts
training from outside trainers. It contributes in boosting the operational efficiency of
hotel and hence, supports in attaining objectives. From this, employees that possess extra
skills apart from others feel motivated as they gain opportunity to undertake the training
activity (Aguinis and Kraiger, 2009). Overall, it creates win-win situation for the hotel
that helps in developing the skilled employee base.3. Decline in Employee Turnover Rate: In addition to this, with proper training and
development session, competency of employees is increased and hence, they are able to
work with full zeal and motivation. This scenario results into decline in employee
turnover rate. From this, cost of recruitment and selection is declined that aids in boosting
the profitability of firm in the long run. Further, expenditure that is saved from regular
training can be invested for employee welfare so that they can be motivated again (Wong
and et.al., 2007). With this, hotel is able to offer sound services to customers and this aid
in increasing the operational efficiency.
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4. Consistent Performance: Another contribution of T&D is that it helps in setting the
benchmark in operations of the hotel so that each employee delivers almost same set of
services. With this, loopholes in the operations of firm can be removed and as a result of
it, consistent performance can be given by the firm. Additionally, guests offer different
types of feedbacks and reviews labor service delivery which acts as a base for training
and development within cited company. Feedback of customers helps in identifying the
gaps in service delivery and on the basis of this, different training programs can be
organized by the firm (Meager, 2009). With this, consistent performance of employees is
ensured.5. Satisfaction towards Job: T&D also contributes in context of attaining the satisfaction of
employees. It is evident that with proper training session, employees are able to offer
services as per the requirement and standard. Also, training helps in minimizing the
chances of mistakes and it certainly results into increase in job satisfaction level. With
this, commitment and high coordination is attained from employees that aids in boosting
the hotel’s proficiency (Shen and Darby, 2006). In addition to it, company is able to
retain the satisfied employees which help in gaining competitive advantages.6. Improve communication and relationship: Further, it is even evident from the study
Vemić, (2007) that T&D aids in improving communication as it removes the gaps
between employees. Hilton, by organizing common training session for all, can be able to
develop the sense of belongingness among cross cultural employees that aids in
improving communication between them. Also, it helps in developing sound relationship
among human resources with different platforms that aids in enhancing the overall
efficiency of company. With the help of it, company is able to work with high efficiency
from which they are able to offer sound services which will attract more customers
towards it.
7. Better adaption to change: With T&D, learning is shared with employees so that they
would be able to work as per the company’s standards (Kozlowski and Salas, 2009). It
helps the employees in enhancing their skills by which they can work in different
scenario effectually. This scenario makes employees better adapt to change and they
develop the attitude of learning new things. Hence, T&D acts as a medium for managing
resistance to change and hence, it supports in developing learning culture in the
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organization (Meager, 2009). This also helps in developing the career opportunities of
employees by making them learn new and the latest things.
Hence, it can be stated from this discussion that training and development supports in
minimising the gaps between actual and required performance of employees.
CONCLUSION
From the given report, it can be depicted that human resource department has the
importance for many organizations irrespective of their industry. Furthermore, its roles and
objectives are same in different sectors. However, its major roles are to recruit the employees at
right position and to maintain their satisfaction through enhancing their skills. In addition to this,
for the firm, it is also necessary that it must gather the information about types of employees
which are needed to be in the firm. In order to get this data, human resource planning plays an
important role.
With the help of this method, cited firm can get the information about the condition
which is prevailing in the labour market. On the basis of this, different recruitment and selection
programs will be arranged by the hotel. Furthermore, by preparing the document such as job
description and specification, the appropriateness of recruitment and selection activity can be
enhanced in an effectual way (Torrington, Taylor and Atkinson, 2009). Thus, hotel Hilton can
get the benefits in the form of increased profits and sales.
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