Services Received by Guests during Their Visit or Stay in the Hotel

The HR department of Hilton Hotel affirmatively evaluates the quantitative results of training, which showed that staff development campaigns actually benefited the entire staff and guests. The report highlights the importance of human resource management (HRM) in achieving desired objectives and resolving guest issues. Effective recruitment, selection, training, and development processes are essential for the hotel industry. Training helps to promote skills, gain more guest appraises, and reduce costs. The study concludes that HRM is a supportive section for proper functioning of any organization.

HUMAN RESOURCE MANAGEMENT FOR SERVICE
INDUSTRIES

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
1.1 Role and purpose of human resource management of Hilton Hotel......................................1
1.2 A Human resource plan for Hilton Hotel..............................................................................3
TASK 2............................................................................................................................................4
2.1 Current state of employment relations at Hotel Hilton..........................................................4
2.2 Affect of employment laws on the human resource management of Hotel Hilton...............5
TASK 3............................................................................................................................................6
3.1 Procedure of recruiting and selecting a Receptionist in Hotel Hilton...................................6
3.2 Differentiation between the selection procedure of Hotel Hilton and British Airways........8
TASK 4............................................................................................................................................9
4.1 Contribution of Training and development in Hilton Hotel..................................................9
CONCLUSION..............................................................................................................................11
REFERENCES..............................................................................................................................12

INTRODUCTION
Human Resource management is the field of administrative focus dealing with the
organizational employees. An organization's human resource management is responsible for
creating, implementing and overseeing policies for determining the employee's behavior and the
organization's behavior towards each other (Hosain, 2016). Human resources are the persons
working for the organization, thus human resource management refers to employee management
with an intensity on those employees as the assets of the organization. The report is based on
Hilton Hotel, is an international chain of hotels and resorts under the flagship brand of Hilton
worldwide. The Hotel usually provide array of services to ensure maximum comfort during the
stay of business and leisure travelers.
TASK 1
1.1 Role and purpose of human resource management of Hilton Hotel
Human Resource Management (HRM) in Hilton Hotel, Stratford has the responsibility
for performing their roles and responsibilities for executing business operations in proper
manner. Their main commitment is to provide the best achievable and possible experience to
their guests and employees. Under the direction of human resource team in Hilton Hotel lays the
responsibility to carry and manage the hotel's operations on day-to-day basis of each section to
assure the best optimum performance with a continual improvement in the specified key areas:
 Planning and forecasting.
 Recruitment management.
 Managing and monitoring employees.
 Training and developing staff.
 Maintaining budget.
The most critical problem faced by the Hilton Hotel is generally associated with the
employees of the respective organization. Labor and skills shortage are among the important
issues which are experienced by hospitality organizations like Hilton Hotel. However, the ratio
of number of people leaving the hotel workforce is more than the number of people joining the
industry as a workforce (Mahmood, 2015). Somehow, human resource team identified the issues
of employee quitting job from the Hilton. They overcome with this concern by the
implementation of substandard wages which works as a device or magnet for attracting and
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retaining employees. Along with this, the team is responsible for carrying out certain operations
in the specified key areas which are:
 Employee management – The HRM is highly responsible to manage and maintain the
level of employee in the hotel. Their roles are:
◦ To recruit qualified applicants in the interview procedure.
◦ To provide training and development in accordance with hotel standards.
◦ To give direction to the staff members and encourage their motivation level.
◦ To enhance the performance level in all aspects of hotel operations.
 Financial management – The HRM team of Hilton Hotel is also responsible for
maintaining the budget and flow of financial resources for all the operations running in
the industry (Bostrom, 2013). They have to manage this by working on certain aspects
which are:
◦ Preparing a suitable budget for all the operations in the property.
◦ Forecasting the flow of financial resources.
◦ Maintaining the level of revenue available to accomplish all the functions.
◦ Monitoring the monthly supply of the inventories and equipment by ensuring the
purchases made within the budget.
 Recruitment – The main aspect for the team of HRM to reduce the skill gaps and worker
shortages is recruitment. The HR team of Hilton Hotel should appoint highly skilled
recruiters which help them in maintaining the required quality of staffs in the hotel.
However, this process also includes interviewing, hiring and training of the employees.
Along with this, HR team is also responsible for planning, assigning and directing work
to the staff members and appraising their performance, rewarding them for their quality
work, maintaining the discipline level, addressing and resolving the complaints.
However, the main purpose of the human resource team of Hilton Hotel is to include all
the aspects and operations of the property to ensure that all the guest related issues are resolved
in suitable manner and to achieve 100% satisfaction level from them throughout their stay at the
place.
1.2 A Human resource plan for Hilton Hotel
The human resource planning process for Hilton Hotel should cover up all the section
which would impact the working operations of the hotel and its staff by attaining the information
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the available sources. Its main aim is to identify the required current and future human resources.
It starts with creation of a plan by analyzing the level of demand and supply, factors affecting the
plan and assessing the business environment (Kauffeld, 2013). The steps of human resource
planning process for Hilton Hotel are as follows:
 Analyzing demand and supply – Before making any human resource plan, it is essential
for a human resource team to acquire a clear understanding about the proposed hotel's
goals and objectives. After this process, the team require to assess the supply and demand
of staff for accomplish the specified objectives.
◦ Supply - By identifying the ratio of supply efficiently, the HR team would be
responsible for filling the gap between the supply and demand of manpower, in order
to have proper and efficient working. However, these estimated upcoming sources are
based on the external and internal sources of workforces. Internal sources consist of
promotions and transfers, and external sources includes the operations like training
and recruitment.
◦ Demand - This is usually conducted by the HR team of the hotel, as they identify the
requirement number of personnel for the business operations so that the management
achieves the set objectives. However, the changes made by the UK government
would also help Hilton Hotel to modify their success status by building a base for an
effective HR plan.
1. Internal and external factors influencing human resource planning – This include the step
of identifying the external and internal factors which could affect the hotel's functioning
to achieve its objectives. These factors are:
1. Internal factors –
1. Changes made in hotel's policy, guidelines, service delivery programs or
organization structure.
2. Composition of the workforce in the hotel i.e. profile, trends and skills of the staff
members.
2. External factors -
1. Trends affecting the Labour market.
2. Changes in the legislation policy made by the government or any political party.
3. Changes in Economic conditions and technology advancements.
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2. Creating a human resource plan – The end step for the human resource plan is to create a
plan. It is essential for a human resource team to acquire a clear understanding about the
proposed hotel's goals and objectives. The key to success of implemented plan is
measuring, reporting and monitoring the progress of the human resource plan. The team
should identify the possible needs required for the succession of planning and
management. They should also communicate the plan with all the staff members and the
stakeholders that are engaged in its implementation (Lagoudis, 2012). However, they
should establish a process that allows a regular review, adjustments and communication
of changes in the human resource plan.
TASK 2
2.1 Current state of employment relations at Hotel Hilton
Hotel Hilton is among the most recognized industrial names. Almost every traveller who
has been visiting it once wishes to come here again and again. It is all due to the innovative
approach of hotel staffs and the way in which they take care of their guests and provide services
to them. The stated company believes that, “Happy employees are always productive” and thus;
they are the only responsible person because of whom this company has achieved such great
heights today. Therefore, keeping their employees satisfied is another concept of Hilton. They
truly and strongly believe in maintaining a healthy relationship among the employees and
employers. The members of the organization are given a chance to actively participate in each
and every discussion regarding company's welfare where they are also suggested to freely make
decisions about the same. Presently, the stated company is primarily focused towards providing a
uniform importance to both its customers and employees. To continue this process of building
and maintaining a healthy work environment among the workers of the organization, Hotel
Hilton has emphasized on various activities that includes-
3. Autonomy to communicate- Hilton Hotel has dependent workforce who are given
transparency to interact independently. They are participated with the top level
management who is liable to take few important decisions for the company. This has
been done by distributing various leadership powers to the employees. This helped them
to make the best decisions through the use of innovative and creative ideas.
4. Group activities- Hilton keeps on encouraging their workers to arrange different
activities at their workplace for the leisure and relaxation. They expect every employee to
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actively participate in it. It works best in order to motivate the employees. Every year,
they also celebrate monthly birthdays and almost all the festivals together in order to
strengthen employee relationship.
5. Managing conflicts effectively- At Hilton, employees can freely consult and discuss any
concern with their superiors. The workers are even given a chance to negotiate. It
together helps the managers to solve any conflict among them in a proper and effective
manner.
These certain points surely help to support the relationship between the company and its
employees. It helps the employees to become more productive. Especially with the activity of
collective bargaining where employees themselves organises the same which proved beneficial
to the company. Previously, such ability of the employees in Hilton of getting involved into the
decision making process has actually shown a decrease into the turnover rate. This is because of
the prevailing state of Hilton hotel where employee’s suggestions in decision making process
had adversely affected the resultant outcome.
However, some disciplinary strategies are also built up by Hilton in order to introduce
certain set of policies and procedures to their employees, which clearly defines their roles and
responsibilities towards the firm. These are the few organizational laws that an employee is
required to follow and maintain, while carrying out their duties. Excessive precaution is advised
to be taken in order to avoid any non legal activity into the organization. This is to effectively
carry out their work in a progressive manner. It generally takes place in the form of counselling
where workers get aware about the information related to company's terms and conditions with
its basic expectations. It is a corrective measure that mainly comes into the scenario when the
other methods of counselling and rewards or appraisals seems to get fail and there comes an
unacceptable performance by the employee of the organization.
2.2 Affect of employment laws on the human resource management of Hotel Hilton
Employment laws are the regulatory measures to effectively manage and control the
relationship among the workers and employers of the organization. The formation of these
legislations is based upon certain parameters (Summers, 2015). These laws consist of few
benefits to the employees, either in the form of various acts, rules or justice. The HRM of Hotel
Hilton is equally and greatly affected by the below few mentioned employment acts.
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 Employment Relations Act- It is one of the firmest act of the organization. It sometime
increases the extreme accountability of the firm towards the trade union. However, the
main concern of this act for the HRM of Hilton is to select a right candidate for the right
job with a written employment agreement that together mentions the trial and probation
period of an employee. Also, training and development at the workplace is also a part of
it. Equal Pay Act- As per this law, the stated company is responsible for an unbiased
approach of payment to the employees, without making any difference among the gender
of the employee. Hence, the men and women of the organization are equally ranked and
payed, on the basis of their work performance. Maternity Act- The formation of this law is specially for the women, where the HRM of
the stated firm is responsible to provide them a fully paid leaves of 16 weeks (Yoder-
Wise, 2014). On the other hand, the company also needs to bear the expenses of
appointing a replacement at the place of those women employees, applied for the
maternity leave.
 National Minimum Wage Act- According to this law, a particular amount of payment is
made fixed as per the age of the employees and their work timings. Thus, while
mandating the salary of the employees, the HRM of Hilton also needs to consider the
same, which includes the age and working hours of their employees.
TASK 3
3.1 Procedure of recruiting and selecting a Receptionist in Hotel Hilton
Hotel Hilton believes in the recruitment of talented personnel's and it effortlessly
motivates its employees towards the path of victory. As a result, Hotel Hilton has successfully
managed to walk towards the achievement of its goals and objectives. Thus, today it is standing
as one of the biggest management company into the firms of hospitality.
Before proceeding with the step of recruitment, the stated company believes in clearly
identifying the roles and responsibilities of a person (Choudhary, 2013). After determining the
exact requirement, a brief description of the job and its duties takes place. Below consideration is
made for the profile of a receptionist, to mention the policies of Hilton. It includes the job
description and person specification of the mentioned profile. Job description mainly defines the
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detail of the profile or position, including its reporting authority, and the roles and responsibility
that the one who is applying for the position, needs to carry out. On the other hand, person
specification consists of the required skills and abilities from that personnel to effectively
perform the job.
According to the stated company, this profile will be a great job for those who has a
helping nature and loves to make interactions with different people. They together need to carry
out both friendly and professional attitude at the time of work. It involves handling of several
things at a time, thus a calming nature is must.
Job Description
Tittle- Receptionist
Reporting to- Front Office Manager
Job Purpose/ Roles and Responsibilities-
 Ensuring high standard in maintaining a quality guest relationship.
 It includes welcoming guests and assigning appropriate rooms to them, as per their needs
and demand.
 To hand over the keys to guests.
 Deal with the bookings, either by phone calls, emails or face to face.
 Make necessary and complete transactions related to reservations and check outs by
preparing bills, etc.
 Answering queries of the guests about the hotel and its surrounding areas.
 Tactfully sought out any complains or problems, in case they are facing some issue
regarding the service of the hotel.
Person Specification involves the required skills and abilities to perform the duties of the above
mentioned job.
 Education and Experience- Degree or diploma in hospitality management. 1-2 years of
experience in customer service industry will be a plus point.
 Skills and abilities-
1. Remarkable and professional skills of communicating (Both written and spoken).
2. Talent of patiently handling and servicing the clients or customers.
3. Technical skills of managing and working on the computerized systems.
4. Good interpersonal skills.
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5. Carrying a methodology towards the work.
6. Provide attention to tiny details, maintaining an accurate approach.
7. Knowledge of any other foreign language will be an added advantage.
3.2 Differentiation between the selection procedure of Hotel Hilton and British Airways
The recruitment and selection process is the foremost step for a HRM of the prospective
companies. The selection demands placing a right candidate for the right job. It concludes
various responsibilities of an HR and the hiring manager. The main decision of recruiting a
candidate is taken by the hiring manager which is based on the given feedback's of HR and some
other concerned employees, on previously interviewing the respective candidate. It consists of
too many steps and procedures (Weststar, 2014). However, sometimes there exists a slight
difference among the ways of conducting the process, which is as per the nature and demand of
the company. In context to the same, the selection procedure of Hotel Hilton is being compared
to that of British airways.
 Selection Procedure of Hilton-
1. Inviting applications: It refers to notifying the prospective candidates about the vacant
position into the company. For this purpose, Hotel Hilton relies on the leading
newspapers and few verified job sites. The invitation includes the job criteria and its
requirement.
2. Scrutinizing the received application: On the basis of their advertisement at various
sources, Hilton then searches for an appropriate profile of their choice. They mainly
prefer the candidates with good interpersonal and communication skills, along with a
prior experience in the area of customer service.
3. Evaluating candidates: It is followed by the list of appropriate profiles of the candidate,
selected on the basis of the received applications. In this step, Hilton organizes a series of
written test, which is to determine the capability, interest, personality and attitude of a
candidate.
4. Conducting Interview: The suitable candidates who has successfully passed the written
test of Hilton are then required to confront a face to face interview. It is usually
conducted with the superiors or the people working in higher profiles as compared to the
applied profile.
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5. Final Selection: It is the last step, in which the HR of Hilton is in-charge to appoint the
candidate by giving a final appointment letter stating all the terms and conditions of
employment specifying the joining date.
 Selection Procedure of British Airways-
1. Inviting applications: For inviting applications regarding a vacant position in BA, it
mainly relies on some certified placement agencies. Along with it, BA keeps on
updating its website on a regular interval of time and the one applying for the job
position, needs to register with them and submit their CV.
2. Scrutinizing the received application: It again refers to determine the needs and
requirement of the profile, where BA prefers fresher candidates with more of
technical skills and an education in engineering background.
3. Evaluation of candidates: After detecting the received applications, a final list
consisting of the suitable candidates is being prepared by the recruiting team of BA.
It emphasis more on organizing a series of psychological and numerical test to
determine the technical knowledge and ability of the candidate. Sometimes, to make
a proper analysis of the candidate, even a real life data is asked to solve by the
candidates.
4. Conducting Interview: BA recruits large number of candidates from different places.
Thus, this step is sometime carried out in telephones or even through video
conferencing in the form of telephonic and online interviews.
5. Final selection: This last step is followed by the HR of BA, where the key
responsibility is to appoint the suitable candidate for the profile, matching all the
required aspects. Contrary to the procedure of Hilton, in British airways, a candidate
is required to serve the probation or training period of several months in order to
receive the final letter of employment.
TASK 4
4.1 Contribution of Training and development in Hilton Hotel
 Types of training and development activities used in Hilton Hotel are:
◦ Primary training – This type of training is generally given to the new employees. The
main motive of the process is to familiarize the employees with their duties and
9

hotel's rules. It is also used to determine the specific skills and knowledge to the
employees i.e. the way of dealing with the guests, maintaining the service level, etc.
For example, Induction training.
◦ Upgrading skills during the working hours – When an employee is placed under an
experienced and skilled worker, to get training by watching him/her doing the job.
This is most common practice of training used by HRM of Hilton Hotel, for
grooming the semi-skilled and unskilled employees (Chatzimouratidis, 2012). This
type of training is also known as On the Job training where the employee gets training
while he/she is performing his/her regular duties.
◦ Off the Job training – This is a type of training where the employee goes from the
workplace to attend a special class or course to upgrade its skills for better working.
They are usually conducted for the high level managers of the hotel. They can be in
the form of workshops, coaching course, seminars, etc.
 Training benefits and Contribution to Hilton Hotel -
◦ Advancing the ability – It advances the skills and knowledge, and the efficiency of
staff members to improve their ability to handle the customers/guests. It also helps in
rising the job satisfaction, promotion in the salary, bonuses and incentives for the
hotel staff. Along with this, training benefits them in process of increasing
productivity, improved customer service, availability of skilled staff and enrich
communication in the management. By this, Hotel guests are the ultimate
beneficiaries of efficient staff services received by them during their visit or stay in
the hotel (Theotokas, 2012). The HR department of Hilton Hotel could affirm the
quantitative results of training that showed the staff development campaigns which
actually benefited the whole staff and the guests.
◦ Achieving the desired objectives – By the proper use of techniques for developing the
recruits, Hilton Hotel could easily resolve the problem of guests issues. The process
of training and development would be helpful in overcoming the situation like guest
dissatisfaction and bad views. Training helps the hotel's HRM to direct the staff and
promote their skills to gain more and more guest appraises. However, in order to
achieve the hotel's goals and objectives, the HR team should provide better training
and development programmes either by experienced or trained staff in the existing
10

management or by seminars, coaching classes, etc. For example, the trainee cook set
under the head cooks, a skilled leader for all the wait staff, etc. However, this method
would also help in reducing the cost for training and development.
CONCLUSION
It has been concluded that human resource management is a supportive section for proper
functioning of any organisation. It creates a powerful base for an organization to achieve its
goals smoothly. It includes the essential operations of the business like recruiting and selecting
process along with training and developing the staff for effective working. The report also
focuses on various operations and functions of the employees working in a hotel industry.
Through this report it is clear that Hilton Hotel is making ample use of its HRM to reach the
heights in the hotel line industry and achieve its desired objectives.
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