Employee Engagement and Organizational Performance

This assignment delves into the crucial topic of employee engagement and its impact on organizational performance. It examines relationships between work engagement, burnout, resource availability, demands, and consequences. The analysis incorporates a meta-analysis of existing research to provide a comprehensive understanding of this complex interplay. Students will need to analyze provided academic sources to complete the assignment.

Human Resource
Management for Service
Industries

INTRODUCTION
In the past few years the human resource management has entered in the every day life of
a business. As the name suggests the human resource department of any organisation make the
availability of the human that refers to labour or employee. After this resources that could be in
form of money,raw material and other form of assets(Allen and et. al., 2011). The overall
employee that are in the HR department should be able to resolve all the problem related to the
employee. In this report we are taking the company in the hotel industry names as Hilton Hotels
which is a global brand of American multinational company. Which was founded by Conard
Hilton on May 31,1919. There are almost 570 plus hotels in various location around the world.
The report will include the role HRM and its impact on the relation between the employee and
how by giving training the performance of company could become effective.
TASK 1
1.1 The overall purpose and role of human resource management in Hilton Hotels
While passing the time the hospitality industry have also realised that workers are the
most important form of assets in the organisation. Specially the hotel industry like the Hilton
Hotels. The hotel having the good quality and experienced workforce can make the difference
between a good or a bad hotel. The human resource managers of the various kinds of industries
are able to cover all the aspects of the hotel industry than improve the productivity of the
organisation(Armstrong and Taylor, 2014). After studying to the various hotel industries the
researcher have realised that the quality of service of the hotel service depends the various labour
and workforce working in a hotel.
The role of HRM is to develop such team that to make the effective and productive team
that could give benefit of the competitive advantage over the rival hotel industry in market. In
Hilton Hotels the role of HRM is much more important because they have to maintain the
cultural factors, training and development of the new employee and to a lot the task on the daily
basis etc. The management of Hilton Hotels also need to handle the customer of various
countries having the different culture and specific attributes. Therefore there is a responsibility of

HR manager to sole the issues related to the cultural aspects. The HRM department of the hotel
industry should also solve the issues like employee turnover that is much higher in this type of
the hotel industry.
There are various roles and responsibilities of the human resources management as this acts as
the mediator between the workers and higher authority management .Training and development
program formulated by the HR managers also helps in developing the skilful and trained
employee that can improve the productivity of an organisation to maximum limit(Boxall and
Purcell, 2011). So there are various roles of HRM in Hilton Hotels that helps in improving the
performance and productivity in an organisation are as follows.
Identification of manpower- The main job HRM department of Hilton Hotels is to
identify that when thee would be need of the labour and manpower. So that it can fill the present
demand of labour and employee. As every hotel industry is aware from the fact that there is
higher amount to employee turn over ratio in this type of industry(Carter and Liane Easton,
2011). So the retention of the skill full and the experienced worker is also necessary for the
development of the company.
Forecasting of resources- The prediction of future, past and the present data is
considered as forecasting. While the overall forecasting of resources in the present should be
done in the hotel industries as by the helps of this the management of the inventory can be done
more successfully and effectively. This saves time, money invested in the form of rent for storing
the material as well the space covered by excess of material.
Development in the skills of the employee- The overall skill of the current and the new
working employee can be easily develop by giving them special kind of training. Which can
improve there basic skill in a productive and effective manner. The HRM OF Hilton Hotels can
only improve the performance in two ways first by use of some technology in the field of IT that
can helps in managing the overall management information system. Secondly by making the
effective training programme When there is need to develop the certain skill which could be
beneficial for future of the company.
Appraisal of the employee- The act of accessing the performance and then evaluating
for the individual person or employees in the particular period of time is considered as appraisal.
In Hilton Hotels it is important to do this helps in improving the carrying out the operation as
well or the person could be recognised or the reward could be given when the job is getting done.

This could be considered as development experience of the worker as well as moment of
teaching for an HR manager.
1.2 Justify a human resources plan based on selected service industry business
In the planning of human resource management the external environment plays the critical role
in maintaining and giving the shape to future of this entire industry. To gain the competitive
advantage over the rival hotel industry the HRM should adjust there strategy accordingly to the
overall external environment of the various location in different countries(Davis and Adam
Cobb,2010). The overall external environment in which the hotel industry operate or the
following factor that affects the surroundings of a company are as follows.
Political environment- The political factors are should be considered the basic
requirement for the overall success of the hotel industries. These factors can make high influence
on the number of visitors and tourist in the Hilton Hotels for example if there is a situation that
is politically unstable then it will discourage the visitors to visit those places due to its safety
concern.
Economical environment-The economic situation of the country as well as organisation
also affects the profitability and the productivity of the hotel industry. The overall the national
and international situation of the of the economy of the country also affect the business in many
ways(Ernst Kossek, Lewis and Hammer, 2010). For example during the time period when the
Olympic in 2012 almost all the hotel and resorts were fully booked and Hilton Hotels was
earning the higher amount of profit at that time.
But in the time of of economical crises during 2007 the hotel sales were went down to higher
rate of margin.
Social environment- This environment give more consideration to the demographic
location, education level of citizens, overall culture of the organisation. The Hilton Hotels are
very well known and established brand in the hotel industry. They always include the trends that
include in the lifestyle of the customer. As there are changing pattern of family in the society like
having families without any children make also impact about the performance of Hilton Hotels.
Technological environment- These factors have an huge impact on the overall business
of Hilton Hotels. As by the help of technology online rent services could be taken, that helps the
individual to get the room directly from the travellers. The impact of the social media has also
played the important role in the making the better performance of the hotel business.

HR plan of the organisation- The HRM department of Hilton Hotels makes the proper
panning which includes the several steps
1. Requirement of the employee
2. Selection of the best worker among the various employee
3. Allocate the different department to the new worker accordingly to the knowledge
background.
4. Make the transfer of employees when there is shortage of worker in another branch.
5. Train the new employee so that they could develop individual as well as company.
TASK 2
2.1 The importance of employment relation in the service industry
The relation between the co-workers is the very important aspect of the human resource
management(Glover and et. al, 2011). It the responsibility of the HR manager cooperate with the
workers and to listen the each and every problem regarding the conflict. The healthy relation
always develops the level of trust plus also encourages the employees to work hard. In Hilton
Hotels there are several concerns that helps in maintaining the relation between employee and a
manager.
Improves the productivity- The strong relation between the employees helps in creating
the healthier environment. This helps in motivating the worker as well as building the high
morale.
Increase in employee loyalty- The better working environment always maintaining the
trust level of the employee. If the loyalty of employee increases toward an organisation then it
will also make the other worker to become loyal and effectively loyal workforce can be achieved
in the certain period of time.
Reduces conflict- when there is a healthy and friendly environment in an organisation is
there then would be less situation will appear which can rise the conflict(Halbesleben, 2010). By
having less conflicts employee can more concentrate towards its task and can become more
productive and effective in nature.

Easy delegation- Better relation allows the employees in an organisation to understand
their various strength and weakness while delegating the task to the workers. This helps in
maintaining the relation ship between the employer and an employee more effectively. Pleasant
relationship helps in knowing each other resistance and sensitivity level during the work.
If we consider to the latest legislation that affects the business of this industries the
uncertainty in the Brexit had become somewhere of threat and slower growth in the GDP of
United Kingdom(Hobfoll, 2011). This affects the growth rate of the economy of the country and
it is increasing very slowly. Hence can impact the business of the hotel industries as well. The
demand of the hotel room has been drastically decreased after Olympic of 2012.
2.2 How employment law affects the management of human resource
There are certain law in UK legislation which helps in reduce the exploitation of the
employees as well as co-workers. This also helps in gaining the better relationship between the
organisation and the firm. So there are several legislation which are needed to be followed by
Hilton Hotels to maintain its daily work routine and better employee's engagement towards the
work in a company.
Employment relation act 2000- Under this act the relation between the employee and the
employees is given main concern. This also provides the overall all structure to the working
member of the firm through which a person can trust on the organisation. This helps in
improving the overall satisfaction level of the employee(Luthans and et. al, 2010). AS the person
or individual also feel that its job is totally secured and there are no chances of risk involved in
it.
Employment right act 1996- The act was made to protect the rights of the worker it deals
with the right that no employee can get the unfair dismissal from the job without any proper and
reasonable notice. It is right to the employees to request flexible working hours to do its own
work. So it is the duty of HR manager of Hilton Hotels to give all the information regarding the
leave, holidays, salary and the time of the working hours(McWilliams and Siegel, 2011). As the
employees turnover ratio is comparatively higher in the hotel industry so this act also helps in
retaining the productive employees.
Equally act 2010- A person cannot be discriminated to its age, gender, disability, race,
colour and religion etc. There should be no discrimination regarding these premise while giving

the employment to the person. It is considered to be unlawful. Every one should treat the
employees equal so that do not feel bad while performing their duties.
So while recruiting and selecting the candidates the HR manager of Hilton Hotels
consider the proper steps regarding all the terms and condition mentioned in the act(Pfeffer ,
2010). As a HR manager should clearly know the rules and regulation imposed by the
government. This helps in building the effective policy in the company.
TASK 3
3.1 Discuss a job description and person specifications through examples from a hospitality
organisation.
The overall job description which is required so that the basis can be prepared through
which selection of the particular person could be done. Job description mainly depict the normal
task, duties and responsibilities related to the particular position for which the application has
received(Pierre, 2016). This does gives the specification of the skills and qualification needed to
perform that particular kind of job.
The job description criteria also change for the same position of the job as now the
organisation wants to develop more and highly skilled people are needed for the general post. So
there are several factors that makes its contribution in the for the recruitment process in Hilton
Hotels which are follows.
Internal factors-The factors which can strongly affects the overall goal in an organisation
.This can give inner strength to the roots of the business are considers as internal factors. Such
factors are leadership, communication process, learning and the overall organisational structure
etc. Internal environment helps in building the inner core strength of the company.
External factors-Those factors which affect the company outside the inner environment
are considered as external factory(Sarkis, Gonzalez-Torre and Adenso-Diaz,2010). As we have
discussed earlier in the above report about the pest factors. Such as the inflation rate, interest rate
and various laws that can impact the requirement of employee in Hilton Hotels.
Need analysis of an organisation- The organisation always need those type of people in
an company that can handle immense pressure and become productive with passing of time. It is
the responsibility of HRM to select the right or suitable candidate for the particular position. The
overall approach of the selection and requirement should be in such a way that hiring of

employee should be in cost effective manner. This helps company to save some amount of fund
which could be further used in an another work. The higher costing of any product and service is
consider as poor recruitment and selection by the human resource management.
Job analysis- This is the process of identifying the overall requirement of a particular job
duties. It refers to the current requirement of the particular location. For overall analysing the job
there two things that could be considered which are as follows. Job description- This generally describes about the basic task and overall duties about
the position in the particular field of subject. This also shows the skills needed by the by
an individual to perform the job and the range of the salary.
 Job specification-The overall knowledge, ability required for the particular field of job.
The characteristics and educational qualification required for overall satisfactory
performance of the job is considered as job specification.
JOB SPECIFICATION
Job title: Receptionist
Reports to: Manager of Hilton hotel.
Job overview: A receptionist required in a hotel and resort to welcome the
guest at the arrival of hotel. To offer all the information that is requested
by the guest. To communicate to the manager regarding the update of
information.
Responsibilities :
 To serve the visitors by greeting and welcoming them at the entry
level of the hotel.
 To inform the company on the visitors arrival at the entrance hall
so that all the service and facilities could become available in
proper amount of time
 to maintain the the overall security of the system and to handle the
telecommunication department.
Duties

 To maintain the safe and clean area of reception by giving the rules
and regulation to the cleaning staff.
 To monitor the logbook and to issue the batches to the visitors in
the hotels.
Qualifications:
 Aged above 21 and experienced in handling the visitors.
 Fluency in English in both verbal and non verbal communication.
 Fast typing ability and multitasking ability, and overall knowledge
of administration process of hotel
 Basic computer knowledge which includes the use of internet,
running the general software like MS word, excel etc.
3.2 Compare the selection process of different service industries businesses
As the various service industry belongs to various field of subject and branch so there are
different requirement of employees regarding to the job criteria. So the selection and the
requirement process are also different. So the comparison between regarding the selection of
the two different service sector companies is as follows
Hilton hotel British airways
This hotel re-quirts there maximum workers by
using the external sources that is through the
news paper and selecting the candidates from
the various universities.
While the vacancies placed by British airways
is generally through the online web sites.
After recruitment process the company invites
the suitable candidate for the interviews.
While there is the aptitude test of individual all
the candidates have to fill up the questionnaires
and also to give some kind of psychological
tests.
The selected candidates are now given the
position of the different department with
respect to their field.
While the selected candidates go to the process
of training for the certain period of time.

TASK 4
4.1 Contribution of training and development in a selected service industry business
Training and development are the very crucial part in the growth and development of an
organisation(Yates and Paquette, 2011). As this allows to maintain the sustainable growth of the
service industry as well as the development for the future period of time. Training helps in
developing the skill of the staff member as well as it also helps in improving the productivity of
an organisation.
CONCLUSION
From the above report it can be concluded that the human resource management plays an
important role in building an productive organisation. This helps in maintaining the sustainable
growth of an organisation. This report also concludes that there are several roles and
responsibility of the HRM like providing training,solving conflicts,making appraisal etc. The
relationship management is also addressed in this report as that really helps in improving the
overall working culture. HR manager of Hilton Hotels is responsible analysing the area where
there is requirement of suitable candidate. There are various rules and regulation need to be
followed by the company to maintain the productivity of organisation as well as employee.

REFERENCES
Books and journals
Allen and et. al., 2011. Adaptive management for a turbulent future. Journal of environmental
management. 92(5). pp.1339-1345.
Armstrong, M. and Taylor, S., 2014. Armstrong's handbook of human resource management
practice. Kogan Page Publishers.
Boxall, P. and Purcell, J., 2011. Strategy and human resource management. Palgrave Macmillan.
Carter, C. R. and Liane Easton, P., 2011. Sustainable supply chain management: evolution and
future directions. International journal of physical distribution & logistics management.
41(1). pp.46-62.
Davis, G. F. and Adam Cobb, J., 2010. Chapter 2 Resource dependence theory: Past and future.
In Stanford's organization theory renaissance, 1970–2000 (pp. 21-42). Emerald Group
Publishing Limited.
Ernst Kossek, E., Lewis, S. and Hammer, L. B., 2010. Work—life initiatives and organizational
change: Overcoming mixed messages to move from the margin to the mainstream.
human relations. 63(1). pp.3-19.
Glover and et. al., 2011. Critical success factors for the sustainability of Kaizen event human
resource outcomes: An empirical study. International Journal of Production
Economics. 132(2). pp.197-213.
Halbesleben, J. R., 2010. A meta-analysis of work engagement: Relationships with burnout,
demands, resources, and consequences. Work engagement: A handbook of essential
theory and research. 8. pp.102-117.
Hobfoll, S. E., 2011. Conservation of resource caravans and engaged settings. Journal of
occupational and organizational psychology. 84(1). pp.116-122.
Luthans and et. al., 2010. The development and resulting performance impact of positive
psychological capital. Human resource development quarterly. 21(1). pp.41-67.
McWilliams, A. and Siegel, D. S., 2011. Creating and capturing value: Strategic corporate social
responsibility, resource-based theory, and sustainable competitive advantage. Journal of
Management. 37(5). pp.1480-1495.
Pfeffer, J., 2010. Building sustainable organizations: The human factor. The Academy of
Management Perspectives. 24(1). pp.34-45.
Pierre, J. ed., 2016. Partnerships in urban governance: European and American experiences.
Springer.
Sarkis, J., Gonzalez-Torre, P. and Adenso-Diaz, B., 2010. Stakeholder pressure and the adoption
of environmental practices: The mediating effect of training. Journal of Operations
Management. 28(2). pp.163-176.

Song and et. al., 2010. Limits of predictability in human mobility. Science. 327(5968). pp.1018-
1021.
Surroca, J., Tribó, J. A. and Waddock, S., 2010. Corporate responsibility and financial
performance: The role of intangible resources. Strategic management journal. 31(5).
pp.463-490.
Teece, D. J., 2012. Dynamic capabilities: Routines versus entrepreneurial action. Journal of
Management Studies. 49(8). pp.1395-1401.