Role and Purpose of HRM within Hilton Hotel Stratford
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This article discusses the role and purpose of HRM within Hilton Hotel Stratford, including recruitment, training, employee relations, and ensuring a safe working environment.
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HRM IN SERVICE INDUSTRY
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Table of Contents INTRODUCTION...........................................................................................................................3 TASK 1............................................................................................................................................3 1.1 Role and purpose of HRM within Hilton Hotel Stratford.....................................................3 1.2 HR plan based on the analysis of supply and demand...........................................................4 TASK 2............................................................................................................................................6 2.1 Current state of employment relations for hotel industry......................................................6 2.2 Employment law affects the management of human resources for Hilton Hotel..................7 TASK 3............................................................................................................................................9 3.1 Job description and person specification for receptionist job................................................9 3.2 Comparing selection process of different service industries businesses.............................10 TASK 4..........................................................................................................................................12 In PPT........................................................................................................................................12 CONCLUSION..............................................................................................................................12 REFERENCES..............................................................................................................................13
INTRODUCTION Human resource management (HRM) can be stated as the term which is devised for the management of people within firm. Also, the responsibilities and duties of HR manager falls into three different areas i.e. staffing, worker compensation and recruitment and selection. HRM is an integral part of organization that plays a crucial role in managing business operations so that success can be attained (Batt, 2002). Main role of human resource management is to carry out best recruitment and selection so that skilled candidates can be selected within the job. It assists business to obtain desired goals. In the present study, HRM is carried out within service industries and investigates the role and significance of HRM. Here, Hilton Hotel Worldwide has been selected in regard to assess the role and significance of human resource management in order to cater effective products or services to consumers and attain their satisfaction (Bernthal and Wellins, 2006). Moreover, a HR plan is prepared in order to analyze the demand and supply of human resources in relation to Hilton Hotel. Study also aims to understand the employee relations, employment law, recruitment and selection and training and development within service industries. TASK 1 1.1 Role and purpose of HRM within Hilton Hotel Stratford Human resource management can be concerned with the issues of managing people within firm. Also, organization’s HR department is responsible for different issues faces by human resources within firm and thus overcome them in order to attain desired results. Following are the different roles played by HR department within Hilton Hotel such as- Recruiting suitable candidates- It can be stated that recruitment and selection is considered as one of the best role within firm. Therefore, it is essential for Hilton Hotel management to recruit skilled and potential candidates in regard to carry out the desired work within firm (Brush, Greene and Hart, 2001). Identifying and meeting training needs of staff- Another crucial role of HRM of Hilton is that they need to identify the training needs of their employees in order to enhance their
skills and capabilities (Combs and et.al., 2006). Providing effective training requirements helps in fulfilling the needs in order to enhance motivation and attain organizational success. Ensuring worker welfare and positive employee relations-HRM department of Hilton assesses that they need to ensure that employee welfare has been maintained within firm in result to satisfy the needs and wants of workers. Also, effective relations have been developed among employee and employers so that best relationship can be carried out in the form of attaining growth and success (Docherty and Nyhan, 2012). However, maintaining effective relations with workers assists them to render best quality services to hotel guests. Ensuring safe and healthy working environment for workers-Another major role of HRM within hotel is that they need to ensure safe and healthy working environment to be developed within workplace so that it does not affects the individuals (Gomez-Mejia, Balkin and Cardy, 2004). For instance, hotel management is required to implement proper safety and security at workplace by placing safety equipments and tools so that at the time of emergency employees can overcome them hazard. On contrary to this, main purpose of HRM is to maximize the productivity of enterprise through optimizing the effectiveness of its employees. However, it is essential for Hilton Hotel management to identify the different major areas such as staffing, recruiting and selecting the employees in order to fulfill the purpose of organization. HR department of Hilton Hotel carries out effective recruitment and selection process in order to recruit and select skilled candidates within firm (Luthans, Youssef and Avolio, 2006). Moreover, it is also essential for management of hotel to provide effective emphasis upon hiring skilled candidates and providing them required training programs so that they can enhance their skills and capabilities in order to render quality services to guests. HR department is established within every industry in regard to fulfill a common purpose i.e. maintaining employee welfare and develop effective relations with them so that they can sustain for long term within enterprise (Mello, 2014). 1.2 HR plan based on the analysis of supply and demand Human resource planning (HRP) can be stated as the process through which business anticipatesfuturerequirementsintheformofmanpower,resourcesetc.Thus,through
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identifying such needs and fulfilling the same will assists in matching the demand and supply in order to attain equilibrium position. HRP assesses the manpower requirement within Hilton for the future course of time and thus attempts to provide sufficient human resources required in order to carry out business operations (Ostrom and et. al., 2002). It is a continuous process that starts with identification of HR objectives, analyzing the manpower requirements and ends with the appraisals of HR planning. Following is the main steps involves in HR planning so that supply and demand of manpower can be identified within Hilton Hotel- Assessing human resources- It can be assessed that HRP process starts with assessing the human resources requirements within firm. The assessment of HR begins with environmental analysis that involves external and internal factors that influences that current available HR inventory within firm (Ulrich, 2013). After carrying out the analysis of internal and external factors it helps the management of Hilton hotel to assess the strengths and weaknesses of enterprise. Furthermore, it also involves the inventory of employees and skills already available within the firm. Forecasting the demand-HR forecasting assesses the process of estimating the demand for and supply of HR within organization.Demand forecasting isthe process of determining the future requirements of human resources within Hilton in order to carry out the business operations (Armstrong and Taylor, 2014). However, future human resources requirements can be estimated with the help of business’s current HR situation and thus analyzes the requirements in order to fulfill the objectives. Supply forecasting-Furthermore, supply is another factor of human resource assessment within organization. However, it is concerned with the estimation of supply of human resources as per the current requirements. It helps Hilton management to estimate the future sources of workforce requirements so that it can be fulfilled in order to attain desired goals (Beer, Boselie and Brewster, 2015). It involves internal sources such as promotion, transfer while external sources include recruitment of fresh talent who are capable of performing the job. Matching demand and supply- It is another step that involves within the process of HRP. It is concerned with the matching the demand and supply of human resources in order to reach at equilibrium position. Matching process refers to bring the demand and supply of human resources at equal state so that success can be attained within Hilton. It
assesses that hotel does not faces issues regarding shortages of manpower as well as over staffing of employees within enterprise (Bratton and Gold, 2012). Action plan- It is the last step in the HRP process that is related to the surplus and shortages of human resources. Within this, the HR plan is prepared by the management of Hilton Hotel in order to carry out effective HR practices so that results can be attained. Here, the major activities that are carried out are recruitment and selection, staffing, training and development etc. However, such step is followed by the control and evaluation of performance of HR in order to match the objectives and policies (Holland, Cooper and Hecker, 2015). Also, HR plan needs to updated according to time so that best results can be obtained. TASK 2 2.1 Current state of employment relations for hotel industry Employee relations can be stated as focused approach that helps in developing an effective relationship with employees. It also assists employeesto collaborate on typical managerial tasks with their workers and thus attain desired objectives. Workers are considered an crucial part of business. There is no business which can run successfully without skilled employees. But it is essential for organization to maintain effective communication and work with others in order to get their jobs done (Jiang and et. al., 2012). Hilton Hotel is required to manage good relationship with every employee so that they can keep the business functioning smoothly. It also assists in overcoming problems and performing the tasks effectively. Employee relations within Hilton hotel refers to the state at the time when company’s efforts needed to manage relationships between employees and employers. However, an organization with good skilled employees helps in developing long term relationships. Hotel is required to launch effective employee programs which provides fair and consistent treatment to all the employees so that they will be committed towards firm and carry out their job with loyalty (Sheldon, Sun and Sanders, 2014). Furthermore, employee relations program are typically an crucial part of HR strategy which is designed in order to make sure that most effective use of people to accomplish organization’smission. Hilton focuses upon effective employee relations programs which
focuses upon different issues that affects employees such as pay and benefits, work life balance and safe workplace environment. Moreover, one of the best effectual ways of Hilton to ensure good employee relations is to adopt a HR strategy which places a high value upon employees as stakeholders in the organization (Storey, 2014). For instance, if employees are treated and valued more as laborers then they will feel more powerful tpo affect the results of firm. Following are the different elements of good employee relations such as- Communication- It is one of the crucial elements of employee relationship. Here, Hilton is required to engage their employees with the business operations and inform them about the working practices of firm (Kaufman, 2015). It is essential for hotel management to inform employees regarding the latest developments through notices, e-mail, regular meetings, newsletter, employee portals etc. Employee recognition-Further, it is another effective employee relation which assists in enhancing individual morale so that they can perform organizational goals effectively. It is essential for Hilton to carry out effective employee performance reviews and provide opportunities for individual recognition to achieve objectives (Brewster, Brookes and Gollan, 2015). Workers will be more engaged if they feel like that they are recognized within firm for their efforts and hard work and thus effectively contribute towards business success. Effective workplace environment-It is also essential for business to maintain effective employee relations by providing them effective workplace environment so that they can enhance their working practices within firm. Hilton is required to develop best workplace environment so that employees can feel motivated and achieve business targets (Nayab. 2015). 2.2 Employment law affects the management of human resources for Hilton Hotel In the context of employment, there are different laws and regulations which need to be taken into account of firm. It involves different legal and regulatory framework in order to assists in maintaining the sound relationship between employee and employer (Hakala, 2008). There are different issues related with the employment law that affects the human resources of Hilton hotel such as-
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Equal pay act 1970- It states that Hilton hotel management should not discriminate among their employees in terms of salary. Thus, there should be no biasness which needs tobedonewhilemakingthepaymenttotheemployeesinaccordancetotheir performance (López-Cotarelo,2011). Thus, it has greater impact upon HR management as they feel encouraged to work when equal pay is provided to them. Employment act 1996- This act helps in providing the detailed information regarding the employment at the time of recruitment and selection process of candidates. It is essential for Hilton hotel to carry out such act in order to maintain effective and healthy relationship with employees. Thus, it has greater impact upon enhancing the morale of workers and thus improve their efficiency in order to carry out desired operations (Batt, 2002). This law helps in protecting the right of employees and thus they can claim for any act that been taken by the employer hampering their right. National minimum wage rate act 1998- It is another legal and regulatory framework that helps in providing minimum wages to employees as per the hourly basis. Thus, it results in reducing the exploitation of the workers at Hilton hotel. Disabilitydiscriminationact2005-Hiltonhotelexecutessuchactwithintheir employment law as they doesn’t require to discriminate among disabled individuals at the time of recruitment. It is essential for HR manager to identify the skilled candidates at the time of recruitment and selection so that best results can be attained (Bernthal and Wellins, 2006). Equality act 2010- It is essential for Hilton management to offer equal opportunities to every employee without discriminating them so that best results can be carried out. Individuals should not be discriminated on any basis such as age, gender, race, color etc. Health and safety act 1974- Within such act of employment law it is essential for Hilton hotel management to provide best effective workplace environment to their employees and thus ensure proper safety to them in order to attain desired goals. For instance, if anything happens to employees at the workplace during working hours then firm is liable for the same (Combs and et.al., 2006).
TASK 3 3.1 Job description and person specification for receptionist job Following is the job description and person specification for the receptionist job that is discussed underneath- Job description Job titleReceptionist job Reports toFront office manager of Hilton Hotel LocationLondon, UK Office hoursIn shift 9 am to 6 pm and 6 pm to 9 am Job PurposeMain purpose of hotel receptionist is to enhance interaction with the customers and solve their issues so that customer loyalty can be attained. Roles and responsibilitiesMeeting and greeting with clients. Handling the booking of clients. Arranging couriers and delivering it to the guests room. Providing them information regarding different in-house servicessuchasrestaurant,spanandsaloon,club facilities, gym etc. To handle customer complaints and solve their issues (Gomez-Mejia, Balkin and Cardy, 2004). To provide required information and services 24*7. Providing best deals and offers to customers in order to retain them for long term. Connecting the phone calls to the guests room. Provideproperroomcleaningservices(Luthans, Youssef and Avolio, 2006). Job descriptionReceptionist possess effective role within hotel and they have the responsibility for maintaining effective relationship with clients and supervising the front office area. RequirementsAs per the requirements of Hilton hotel the candidate should have the
associate degree of minimum two years in hotel management front office staff from recognized college (Mello, 2014). It should cover areas like record management, document processing and entering the in and out of guests. Proven working experience within similar roles. Efficient in MS office. Professional looking Effectivecommunicationskillstohandlecustomer enquiry Able to deal with different issues that may arise within hotel. Multi tasking, prioritizing the work etc. SalaryAs per industry standards Person specification Educational qualificationMasters degree in hotel management Computer literacy Training in front office department Age24-30 years Skills an d abilitiesCommunication skills Telephonic conversation MS office suite Customer focused approach Listening skills Work experienceMinimum 3 years experience in any reputed hotel within front office department. 3.2 Comparing selection process of different service industries businesses In this regard, recruitment and selection process at Hilton hotel is compared with that of airline industry i.e. Easy Jet airlines. Within Hilton hotel external recruitment is done which
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involves e-mails, telephone, employee portals, telephone and walk-in interview etc. Moreover, job description and person specification is determined by the firm and on the basis of this, selection of candidates is done (Ulrich, 2013). Here, top management of Hilton filters the candidates on the basis of their skills and capabilities and thus hires them for working within the firm. After, carrying out the filtration of skilled people from unskilled one’s HR management calls the candidates for final interview round. Following is the process undertaken by the HR department of Hilton Hotel in order to select and recruit skilled candidates- Recognizing vacancy- It is the first step, in which Hilton’s HR manager is required to identify the vacant post in the organization. Company undertakes different methods such asnewspapers,internet,employeeportalsetc.inordertoselectthecandidates (Armstrong and Taylor, 2014). Description of position-Description of position is crucial for the successful completion of the recruitmentprocess. WithinHilton Hotel it isdone through providing the information about the job description and also conducting interview. Developing recruitment plan-HR manager of Hilton is required to develop a effective recruitment plan so that best skilled candidates can be selected. Main reason behind this is developing the plan in order to find skilled candidates (Luthans, Youssef and Avolio, 2006). Position description- In this step, manager of firm is required to implement a position plan so that they can select best and capable individuals so that they can be positioned at their respective places in order to carry out the desired tasks. Reviewing the plan- Here, Hilton management is required to review the plan in accordance to their performance and thus match with the educational qualification. Interview- It is the second last step of recruitment and selection process in which managers of Hilton hotel are interviewed by the HR managers for attaining personalized information (Ostrom and et. al., 2002). Selection and finalization of candidates- It is the last step of recruitment and selection process and thus HR manager of Hilton interviews the candidates on the basis of their skills and thus recruit the candidates to perform the operations (Bratton and Gold, 2012).
On the other hand, recruitment and selection process undertaken by Easy Jet is more complex process for the same. In this recruitment and selection is done internally as well as externally so that skilled candidates can be selected. Also, firm has tie up with different job portals and also it accepts CV of candidates through different employee portals and social media websites. After this, preliminary interview is conducted by the HR manager in order to obtain basic information regarding the applicants. Later, written test is conducted by asking the questions related to logical reasoning, aptitude and other related tests (Holland, Cooper and Hecker, 2015). It helps in filtering out skilled candidates so that final interview can be conducted. Thus, final selection of candidates is done mainly through internal and external recruitment process within company. TASK 4 In PPT CONCLUSION It can be concluded from the study that HRM play a significant role within service industries so that quality products or services can be delivered to consumers. Role and purpose of human resource management within Hilton Hotel helps in managing the individuals and states that how strategically they help in managing people as business resources. It involves managing, recruiting, and hiring employees within firm. Furthermore, it also assessed that carrying out effective HR plan by the Hilton Hotel managers assists in identifying the supply and demand of human resources within firm. For instance, candidates applying for the particular job will be compared with the candidates hired for the post. Also, effective recruitment and selection process has been adopted by using job description and person specification so that receptionist can be hired for the vacant post. At the end, report evaluates the different recruitment and selection process adopted by different service industries such as Hilton and Marriott. It identifies that Marriott uses dynamic selection process as compared to Hilton in which it provides online interview options which helps them to save lot of time and cost to the company.
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