Assignment: Human Resource Management for Service Industries

Human Resource
Management for Service
Industries
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Table of Contents
Introduction...........................................................................................................................................3
Task 2....................................................................................................................................................3
3.1.........................................................................................................................................................3
3.2.........................................................................................................................................................5
Task 3....................................................................................................................................................7
4.1.........................................................................................................................................................7
References...........................................................................................................................................12
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Introduction
Human resource management is providing the best human resource to the
organization. It is the process of recruitment, selection and staffing and determination of roles
and benefits of staff with the details of expectations from them to perform. In hospitality
industry such as hotel, HRM is arrangement of personnel which potential to satisfy customer
with communication and service skills.
The Company chosen for this assignment is Hotel Hilton which is popular
multinational Company spread all around the world. This assignment will specifically focus
on the Hilton hotel in Stratford city which is containing 50 rooms right now. This hotel in
Stratford city aims at catering to the needs of business and providing travellers with services
which can offer maximum comfort all over the stay. The assignment aims to discuss the
human resource duties, roles, human resource plan, current employment relations,
employment laws and management process in the hotel industry. The assignment will discuss
the recruitment and selection process and its comparison with other industries. The
importance of training and development will also be discussed in the report with reference to
Hilton hotel.
Task 2
3.1
Every organization has a different kind of jobs which requires different job design
and specification. For this, there is required to perform a job analysis. Job analysis includes
the gathering of information and understanding about the responsibility of job, requirements,
and condition of the job (Niazi, 2011). After collection of information of the job, detailed
descriptions are prepared and get converted into the job description. Job description and
person specification of Hotel Hilton is here described below:-
 Recruitment and Selection- Recruitment is the creation of the pool of employees which
are feasible for Hilton hotel which is done through recognition of factors affecting labor
market, identification of needs of the organization and conducting of job analysis.
Selection is done after the process of recruitment under which the suitable candidate is
finalized from the pool of recruited employees (Bratton and Gold, 2017). Hilton aims at
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attracting, selecting and retaining the high calibre person which has potential and
developing the organization potential also reduction of cost.
 Job analysis- Job analysis is done by the human resource department of Hilton in order
to know about the specifications and job requirements of person need for organization.
The process involves analysing, gathering, synthesizing, and finally reporting of the
information about roles and responsibilities and also the condition under which job is
performed. Due to better recruitment techniques such as posting on online job boards,
pre-employment test, and seeking referral of employee via applicant tracking system are
giving the great opportunity to Company to select the best employees. This is the reason
that Hilton has been known for exceptional workplace cultures.
The staffs of the hotel are responsible for the rewards and achievements achieved by the hotel.
Employees of Hilton are working together extraordinary and also with professionalism making
the hotel a great place for working. This is also becoming an inspiration for new employees in
building their rewarding career.
Description of the job of directors of HR
 Director of HR of Hilton is responsible for management of operations and head all
other departments in achieving and exceeding the target in relation to the
generation of revenue and satisfaction of the guest (Lengnick-Hall, et. al., 2011).
 Director of Hilton coordinates with the general manager for the handling of major
issues in relation to the budgets, capital goals, service of customer and active
reimbursement.
 Director of Hilton is also responsible for providing assistance in hotel budget and
short term and long term strategic goals. The directors also ensure that the target
is accomplished on time and provide their effective leadership to the team of hotel
management and members. Directors also timely respond to the audit completed
for constant improvement.
 Director also ensures regular planning, direction, and coordination with the aim of
providing services by the operations department and also in accordance with the
expectation of guest. Directors of Hilton are also complying with the standards
given to them time to time. Regular analysis of the department results and
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highlighting the problem, correcting them with proper actions and making a
succession plan within the hotel is also the important role of a director.
 Management and development of different department heads and providing them
career progression is also a responsibility of the director (Vinesh, 2014). They
also respond to the feedback in order to achieve the proper outcomes especially
getting satisfaction from the customer. Hold and conducting regular meetings with
the team of the hotel is also the regular activity of a director.
Specification of director at Hilton hotel includes the following:-
 Degree or Diploma in management or any other equivalent qualification.
 Acumen with strong commercial, exposure with experience in F&B and also the
management of rooms.
 Good experience in management of cost budgets, the proposal for revenue, forecasting of
results and profits.
 In-depth knowledge of service and hotel sector or leisure.
 Strong and effective leadership skills in management and motivation of team members
and staff for the purpose of performing at a high level.
 Accountability and resilient against the job and work.
 Capability in the handling of work pressure and willing to demonstrate distinction in
extreme circumstances.
 Knowledge in property of hotel and management system.
3.2
The selection process can be different as per the need and requirement of different
services industry. Selection process generally starts with the interview process which also
includes filling of application form (Sainaghi, 2010). The application form includes the
information in relation to the candidate, background, past professional experiences,
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weakness, and strength etc. After this application forms are undergoing for screening. Further
many tests such as technical, aptitude, psychological, group discussion and personal
interview are common takes place in the firm. The other test also takes place such as
psychometric and situation based test etc. The selection process in different services
Companies are here discussed below:-
Hilton hotel selection process- The hotel adopts the simple process of selection.
Online application form once received is screened by representatives of the hotel and eligible
applicants are contacted for the interview. Firstly the HR contact the person on the phone
which involves on the spot interview process and then face to face to interview is performed.
The interview session conducted by the hotel are ranging from single to five interviews. The
straightforward interview and deliberate questions involved under the interview process and
representative are hired in order to judge the ability of candidate which can also demonstrate
professionalism.
British Airways selection process- The recruitment of pilot is made after inviting of
applications for submission of the form online. Screening of applications is done by the
recruitment team of British Airways and further, the shortlisted candidates are invited for
selection (Vinesh, 2014). The selection process is conducted for two or more days at the
recruitment centre of British airways situated at waterside mar London Heathrow airport. The
work check is performed at very first day of the selection process and then followed by
aptitude test which includes reasoning and verbal test and two computer capacity based
assessment. Selected candidates appear on the second day of interview at the British Airway
pilot and associate of HR. After this simulator assessment is conducted at British Airways
flight training centre which is near in Heathrow. After qualification of all stages by
candidates is placed at DEP hold pool for 12 months till they are offered first officer position
in Airline.
Comparison of the selection process of Airline and Hilton hotel
Hotel and airline industry are part of service and aviation industry but their
recruitment and selection process appear different due to the evaluation of the suitability of
the applicant for the job (Armstrong, 2011). The airline industry involves the evaluation of
hard skills and technical aspects which is not in the hotel selection process. Hotel industry
involves soft and communication skills evaluation. Airlines also include technical evaluation
such as aptitude test and simulation assessment under which selection in the hotel industry is
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more based on the personal interview either on phone or face to face. The inviting of
applications is the same in both airline and hotel but the selection and interview process is
different. Hence due to the nature of services offered by organization, the recruitment, and
selection process is different of both the organisations.
Task 3
4.1
Introduction
Human resources are one of the significant and inevitable parts of the organization.
Human resources need to be nurtured and trained in order to provide their best to the
organization. Hilton has a regular practice and coaching for providing their human resources
training and learning (Chelladurai and Kerwin, 2017). Training and development play an
effective role in the development and advancement of skills in human. Training also helps in
high productivity, safety at work and emergencies management etc. Hilton staffs are directed
by seniors and thus the work gets completed with assured quality and effectiveness.
Hilton provides its employees both on the job and off the job training. Hilton has also
appointed experts in providing training to their employees. Hilton gives training with the use
of the following methods as discussed below:-
Off the job training
This training is given by Hilton Hotel off the location of the workplace. There is no
role of active participation likewise in on the job training (Bratton and Gold, 2017). The type
of training is carried out by professionals appointed by the high-level managers of Hilton. Off
the job training includes role plays, case studies, lectures etc.
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Figure: Off the Job training
Source: (Mok, et. al., 2013)
On the job training
This training takes place at the workplace and also during the job. This kind of
training is provided by experienced person and is mostly inexpensive and time saving. On the
job training includes job rotation, coaching, etc.
Figure: On the Job training
Source: (Boella and Goss-Turner, 2013)
Training has been useful for Hilton in the reduction of overall cost of production and
stimulation of the operations. Training and development is the completely different concept
in the sense that training enhances the effectiveness of employee and allows them to fulfil the
short-term goals and development assists the employee in their overall growth including
personal growth (Mok, et. al., 2013). Development of employee helps in long-term
achievement of goals of an organization. Training also assists employees to understand their
roles and responsibilities in performing the duties efficiently and comfortably. Development
of employees helps in the enhancement of the overall personality of employees which help
them in developing their career.
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Hilton hotel has just set up a new Hilton in Stratford and employees under this unit
need training which can groom them (Kusluvan, et. al., 2010). Hence training is the valuable
contribution for the Hilton not in existing but also for the new units. Training is important to
the Hilton Hotel in the following ways:-
Development of productivity- Employees in the hotel are hired to perform the duties
and training makes them capable of doing their work confidently which helps in gaining
competitive advantage over the rivals in the industry.
The culture of the organization- Training is also creating a positive environment in
Hilton which is further establishing learning culture and also helps in motivating employees
to work willingly and happily for the Company.
Improvement in the quality of products and services- Proper training and
development ensure and improves the quality of goods and services of Hilton which satisfies
the customer and creates a good image in the eyes of the public.
Profitability increment- With high performance of employees the profitability of the
Hotel increases which also increases the chances of growth of the Company.
Motivation of employees- When training is provided to employees of the Hilton, this
will help in improving their motivation level. The morale of employees increases when they
are properly trained.
Decrease in error and accidents- In hotels, errors and accidents can ruin the image
of Company as the customer will never prefer a service which is associated with accidents
and errors. Hilton is popular due to its high quality in services. Employees of Hilton are more
proactive and expert in understanding each situation and correctly facing them due to their
training and development part.
Uncover potential of employee- One of the wonderful advantages of providing
training by Hilton hotel to its employees is revealing of hidden talents of employees. The
company has been successful in getting copyright and trademark of its name due to its efforts
of employees (Rafiei and Davari, 2015). Employees become more open and capable of
sharing their ideas with management. Hilton has been successful in spotting the leaders
among the trained employees.
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Job satisfaction- Trained employees of Hilton hotel are satisfied with the role they
play and also helpful in driving their ability.
Increase consistency- Organized training and development program is also ensuring
the constant knowledge and experience to employees. Employees of Hilton are able to update
themselves with new ideas and market demand. This also helps in the completion of task
timely and without any issue.
Reduction of absenteeism and turnover- Turnaround of employees results in high
cost and money. Training leads to the feeling of confidence in the mind of employees and
giving them proper security at the workplace (Mok Sparks and Kadampully, 2013). This
decreases the rate of labour turnover and absenteeism.
Reduction in learning time- The learning time of employees reduces with the
systematic training and also through trained instructors. Hilton takes the compact manner
instead of trial and error method in order to reduce the time frame of self-learning of
employees. Trial and error method lead to waste of time and cost.
Team spirit- Sense of teamwork is developed with the help of proper training. There
are kind of inter-team collaborations which inculcate the zeal in all employees to learn and
grow together.
Optimum utilization of resource- Training and development process in Hilton is
also ensuring optimum utilization of resources providing the opportunity for having proper
board structure and involving human resources which is also leading in better savings for an
organization. The savings can be further utilized by a firm in other noteworthy activities.
Training is thus a wonderful tool for employees to tackle hardships and deal with any
kind of situation. Employees are able to utilize their strength recognized via training in their
performance which reflects in their working (Vinesh, 2014). Employees of Hilton are also
able to grab the opportunities which are providing them growth and promotion and helping
the organization to have a competitive edge in the industry. This is also indirectly supporting
in gaining the loyalty of the customer. Overall development is becoming possible with the
help of the training procedure and also retaining the employees for a long time in the firm.
Employee’s longer durability is essential for the stability and sustainability of any
organization.
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Hence, Employees of Hilton are motivated and satisfied with their constant training
and learning which is also demonstrating the growth of the Company and sustainability in the
competitive market.
Conclusion and Recommendations
Hence, the human resource department plays an effective role in getting the right
human to Hilton hotel at the right time. Right employees satisfy customers at a high level. All
operations of Hilton hotel are labour based and human resource department is responsible for
the selection, recruitment, training, and development of employees. Human resource
department has to maintain good employee relations. Training and development is an
inevitable part of any organization which needs to be constant for moving ahead of rival
firms. The report has provided the presentation which included different employment laws in
the current state building positive relations with employees of Hilton hotel. The selection and
recruitment process of different services completely depends on the nature and goals of an
organization.
Hence, Hotel Hilton which is quite new in the city of Stratford needs to focus on its
human resource management activities which can assist in the development of business and
employees as well.
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References
Books and Journal
Armstrong, M., 2011. Armstrong's handbook of strategic human resource management.
Kogan Page Publishers.
Boella, M. and Goss-Turner, S., 2013. Human resource management in the hospitality
industry: A guide to best practice. Routledge.
Bratton, J. and Gold, J., 2017. Human resource management: theory and practice. Palgrave.
Briscoe, D., Tarique, I. and Schuler, R., 2012. International human resource management:
Policies and practices for multinational enterprises. Routledge.
Chelladurai, P. and Kerwin, S., 2017. Human resource management in sport and recreation.
Human Kinetics.
Kusluvan, S., Kusluvan, Z., Ilhan, I. and Buyruk, L., 2010. The human dimension: A review
of human resources management issues in the tourism and hospitality
industry. Cornell Hospitality Quarterly, 51(2), pp.171-214.
Lengnick-Hall, C.A., Beck, T.E. and Lengnick-Hall, M.L., 2011. Developing a capacity for
organizational resilience through strategic human resource management. Human
Resource Management Review, 21(3), pp.243-255.
Mok, C., Sparks, B. and Kadampully, J., 2013. Service quality management in hospitality,
tourism, and leisure. Routledge.
Nankervis, A.R., Baird, M., Coffey, J. and Shields, J., 2016. Human resource management:
strategy and practice. Cengage AU.
Niazi, B.R.A.S., 2011. Training and development strategy and its role in organizational
performance. Journal of Public Administration and Governance, 1(2), pp.42-57.
Nickson, D., 2013. Human resource management for hospitality, tourism and events.
Routledge.
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Rafiei, N. and Davari, F., 2015. The Role of Human Resources Management on Enhancing
the Teaching Skills of Faculty Members. Materia socio-medica, 27(1), p.35.
Sainaghi, R., 2010. Hotel performance: state of the art. International Journal of
Contemporary Hospitality Management, 22(7), pp.920-952.
Vinesh, A., 2014. Role of training & development in an organizational
development. International Journal of Management and International Business
Studies, 4(2), pp.213-220.
Online
20/20, 2018 .Importance of training and development at workplace.Available at
http://2020projectmanagement.com/resources/project-management-training-and-
qualifications/the-importance-of-training-and-development-in-the-workplace.
Accessed on 26.11.2018
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