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Hilton's Human Resource Management

   

Added on  2021-06-17

22 Pages5519 Words58 Views
RUNNING HEAD: Human Resource Management 0HILTONHuman Resource Management

Human Resource Management 1ContentsIntroduction................................................................................................................................1Job Analysis...............................................................................................................................1Process and implementation of attracting applicants.................................................................2Selection process........................................................................................................................3Appointment and rejection.........................................................................................................6Legal compliance.......................................................................................................................6Orientation and socialisation......................................................................................................7Strategies....................................................................................................................................7References................................................................................................................................10Appendices 1............................................................................................................................13Appendices 2............................................................................................................................14Appendices 3............................................................................................................................15

Human Resource Management 2IntroductionHuman Resources Management (HRM) is the process of hiring and developing employees. It includes conducting job analysis, planning, recruiting the right persons, personnel, orientationand training and evaluation of performance. The employees are considered assets of business.Hilton is a global hotel chain. It was established in 1919. Hilton provides authentic and contemporary experience to the guests. The hotel has more than 570 properties across 6 continents. Hilton is a global leader of hospitality. The hotels have extraordinary professionals who work together to deliver exceptional services. The hotel employs more than 50,000 people around the globe. It is the vision of company to provide hospitality by delivering exceptional experience that is ‘every hotel, every guest and every time.’ To be the most hospitable company in the world is the mission of Hilton. Being a CEO I have critically evaluated the practices that are currently used in the Hilton. The study aims to discuss the various aspects of HRM in Hilton. The concepts of HRM are discussed along with the job analysis and process and implementation of attracting applicants. Further the selection process has been discussed. The appointment and rejection have been discussed. The orientation and socialisation have been explained. Finally the appropriate strategies have beendiscussed to ensure employees are retained in the organisation. Job Analysis A human resource manager is responsible to provide human resource service to the hotel and deliver an excellent staff experience. According to Glaister, Karacay, Demirbag & Tatoglu, 2018, Job analysis is the process to determine that what kind of knowledge is needed by employees, tasks needed to perform by employees and the standards at which the employees should perform the task (Glaister, Karacay, Demirbag & Tatoglu, 2018). Hilton offers exciting job offers as the company is experiencing continuous growth globally. The hotel provides a variety of jobs for both experienced and inexperienced candidates (Gannon, Roper& Doherty, 2015). The minimum age required for working at Hilton hotels is 18 years. The hotel is open for 24 hours a day and 7 days a week. The positions available at Hilton are Front desk agent, technician, housekeeper, general manager, guest service agent, room attendant, management trainee and many more. The job descriptions of various posts of Hilton are defined below. Guest service agent

Human Resource Management 3Guest service agent works as front desk clerks and caretakers. These agents of Hilton interact with guests, indorse hotel service and provide best customer experience. The front desk agents greet travellers, books and confirm room reservations which are made online (Silva & Madushani, 2017). They perform various tasks like explanation of facilities provided by hotel, payment process and responds to questions about topics like entertainment, dining and transportation in the nearest areas. Hilton holds employees to high standard. The candidates should be confident, professional etiquettes during interviews. The other requirements are minimum 18 years age for the consideration of employment and one year of relevant experience. The applicants should be comfortable in working day and night shifts even on weekends (Abdullah & Zulkifli, 2015). Bell person A bell person is responsible for rescuing and transporting luggage of guests as well as greeting and accompanies both arriving and departing guests. The other responsibilities of bell persons are to maintain, clean and inspect guest rooms for any issues (Knies, Boselie, Gould-Williams & Vandenabeele, 2015). They also respond to travler’s requests and inquiries. The staff should communicate with management about guest complains, requests and feedbacks. The bell persons comparatively earn fewer wages whereas workers earn additional income through tips. Room attendantThe room attendants act as housekeepers. The housekeeping jobs at Hilton offer ideal opportunities for the employees to work in the hospitality industry. The hotel chain regularly hires housekeepers, room attendants, cleaning staff to enhance experience at Hilton. The main duties of room attendants is to change bed linens, making beds, cleaning bedrooms, dusting and vacuuming floors. They also replace and restock towels, remove wastage and fulfil request of guests. As per Bratton & Gold, 2015, the entry of these employees does not require any specification such as education, skills or knowledge (Bratton & Gold, 2015). The company considers only one thing that is the candidate should possess minimum 18 years of age. Minimum experience is not required. If the candidates are experienced then it can be beneficial for them. The candidates should have strong skills to convenience customers and availability of full time.

Human Resource Management 4ManagerHilton Hotel constantly hires mangers to maintain and monitor 500 locations worldwide. It is observed that hotel management career compromises ideal opportunities for the professional growth. The job description of mangers is to create schedule of employees, delegate daily jobs, hiring and training to new workers. Managers are also responsible to oversee various business aspects of Hilton such as budgeting and payroll. Usually the experience is demandedby Hilton to hire managers in the hospitality management. The candidates can apply for the jobs online by job portal or by submitting paper applicationsto the desired Hilton hotel. The application should fulfil all information concisely and accurately. A candidate must create profile online for applying online. The basic queries should be answered about personal information and background and up to date CVs should be submitted. The candidate should provide accurate information. Incorrect submission can cause disqualification from the hiring process. Hilton analyses jobs by two ways, job description and job design. The hotel analyses job in an appropriate way and is not recommended to make any changes. A sample of job description is also provided in the appendices 2. Process and implementation of attracting applicants The company provides special amenities and makes use of advertisement to attract applicants. The advertisement of Hilton is shown in the appendices 1. Here are simple way ofprocessing and implementation of attracting applicants: Pre arrival tipsShuttle service and transport during stay: Hilton can offer airport pickup and drop service to the travellers. It can help to the guests who travel first time in the city and have no clue about place. This way the travellers do not have need to wait for taxi or cab which is a long and tiring process. The hotel can also arrange transportation during the stay for guests to commute (Jamali, El Dirani & Harwood, 2015). Pre arrival assistance: The pre arrival assistance can be provided to the guests to help them in planning their trip in a better way. It assists prior check-in, making dining and handling appointments. It is a grateful way to show that hotel values time of travellers (Prayag & Hosany, 2015).

Human Resource Management 5During stay trips Fast check-in: The business travellers are in rush always due to their busy schedules. Hilton need to ensure check-in is speedy with fewer errors. Welcome drinks: The welcome drink offered at the time of arrival can put pleasant impression on guests. It does not cost much to hotel and can put positive impact on guests. Free Wi-Fi: it is important amenity now a days and important for the professionals. Connectivity of internet is required to check day schedules, check emails and stay in touch with clients (Luo & Milne, 2014). Business gadgets: the business travellers often require and carry laptops, I pads and tablets with themself. Hilton can provide charging unit for gadgets along with the complimentary folder for holding important documents in the business kit. Departure tipsQuick check out: The guests like quick check out which can be done from anywhere by usinglaptop or mobile. The technologies like Cloud property management system offer such luxuryto the hoteliers. Gifts at checkout: it is a good practice to give gifts at the time of checkout like chocolates andmomentum of city which will be valued by customers forever. The management can request for the reviews for the service provided by hotel. It can provide better chance of review. Selection process Hilton is one of the best leading hotels in UK. The selection process at Hilton is quite strong. According to Baum, 2015, the job description is an important measure which is appropriate inselecting right candidates for any job in the Hilton (Baum, 2015). It is the explanation of roles, duties and requirements in terms of qualification, skills and knowledge required by the candidates to fill the job position. The person specification includes the traits and attitude of the individual which will be best for the organisation. For instance, Hilton hotels mention in the job description that candidates are required who hold MBA degree from recognised institutions of UK and abroad along with the work experience in the leading industry. Such person should be good at guiding, leading and inspiring subordinates to deliver best customerexperiences. According to Padilla-Meléndez & Garrido-Moreno, 2014, the hotel gives

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