Human Resource Management for Service Industry INTRODUCTION 1 Covered in PPT1 TASK 21 3.1 Contribution of training and development activities to the effective operations of hospitality industry

Human Resource Management For Service Industry INTRODUCTION 1 Covered in PPT1 TASK 21 3.1 Discuss a job description and person specifications through examples from a hospitality organisation1 3.2 Compare the selection process ofdifferentserviceindustries businesses 2 TASK 34 – 4.1 Contribution of training and development activities to the effective operations of hospitality industry4 CONCLUSION 5 REFERENCES 6 INTRODUCTION Human resource management can be defined as an effective approach which helps in handling, organising or managing the workforce within a company. TASK 1

Human Resource
Management For Service
Industry

Table of Contents
INTRODUCTION......................................................................................................................1
Covered in PPT......................................................................................................................1
TASK 2......................................................................................................................................1
3.1 Discuss a job description and person specifications through examples from a
hospitality organisation.........................................................................................................1
3.2 Compare the selection process of different service industries businesses......................2
TASK 3..................................................................................................................................4
4.1 Contribution of training and development activities to the effective operations of
hospitality industry................................................................................................................4
CONCLUSION..........................................................................................................................5
REFERENCES...........................................................................................................................6

INTRODUCTION
Human resource management can be defined as an effective approach which helps in
handling, organising or managing the workforce within a company. It is connected with the
exercises identified with the administration of strategies, framework and individuals or
human capital of the organization. This report depends upon Hilton, it was found in the year
of 1919 by Conrad Hilton. An international hotel chain association that offers business as
well as leisure travellers nearby vacation destinations, airports and convention centres across
the globe. Present report incorporates role and significance of HR management in service
industry, HR plan for the association dependent on demand and supply of workers. Employee
relations and laws which influences the executives of human asset in this industry. Report
will also additionally clarifies determination process, significance of Training and
development exercises for improvement among existing performance.
TASK 1
Covered in PPT
TASK 2
3.1 Discuss a job description and person specifications through examples from a hospitality
organisation
It is being found that human resource generalist of the Hilton Hotel is not able to
perform its job responsibility effectively. So HR manager of Hilton have used below
mentioned document in order to find out best suitable person for the specific job role.
Job Description
Job Details
Post: Human Resource Generalist
Department: Human Resource Department
Job Purpose
 Build relationship with employees for holding them for longer term of time
 Manage vast workforce and guide them appropriately with the end goal to comprehend
demand of customers and further fulfil it accordingly.

 Listen request of consumers and their issues legitimately and also resolve them inside
short interim of time
Roles & Responsibilities
 Welcoming every one of the applicants, make them to fill the work application shape,
confirm and gather all the required archives.
 Of chosen candidates getting ready offer letter and gathering the acknowledgement of
offer and get the joining date from applicant, and illuminating the equivalent to the
specialists.
Person Specification
Personal requirement:
Applicants that will fulfil all requirements beneath will be capable of post:
 Applicant should have age in between 18 to 50 years
 Individual should have at least graduate and high school diploma based certificates
considering a percentage of 50.
 Should consists with influencing power.
Dimensional factors:
 Job applicant needs to be have minimum factors of
 The candidate have to communicate face to face with the customers.
3.2 Compare the selection process of different service industries businesses
Selection is the process of choosing the most appropriate candidate out of a group of
eligible persons in order to fill the job vacancy at the organisation.
The selection process of the different service industries may be similar in some
aspects but from a broader perspective, it is divergent in relation to the qualities, attributes
and personality required for the job vacancy in both the industries.
For example, one of the famous names in Airline Industry is British Airways. The
selection process of British Airways involves the following steps –
 Group Exercises: It ascertains the ability of an individual to work in a collaborative
manner in groups (Swarbrooke and Page, 2012). Also, it helps in analysing whether the

person is able to effectively communicate with the team members of the group or not and
possess a feeling of cohesion.
 Interviews: This involves tricky and stressful questions at times so as to identify the
spontaneity of individual and the ability to cope with the weakness present in his
characteristics. Also, it helps in gaining an insight into the skills and the knowledge
possessed by the candidate.
 Psychometric tests: This involves the assessment of numerical and verbal ability of the
individual (Mitchell and et. al., 2013). It is usually an aptitude test which assists in
ascertaining the decision making capabilities of candidates.
 Interpersonal Skills: This helps in finding out the overall presentation and communication
abilities of individuals so as to be effective while communicating with the customers of
British Airways.
 Role plays: In this, generally, one of the interviewers acts as a customer and place
complex situations and issues and the candidate is asked to handle the client.
 Testing Methods: This includes general intelligence tests, special aptitude tests as well as
attainable tests, performance or personality tests, etc. in order to judge the personal
capabilities of candidates.
 Criminal Record Checks: It is one of the most essential steps of the process where the
background of individual is checked and ascertained whether he has been charged guilty
for any criminal offense in past.
On the other hand, the selection process of the hotel industry and Hotel Hilton, in
particular, includes the following steps:-
 Written Test: The written tests usually consists of the following –
1. Reasoning and logical test
2. Scientific aptitude and numerical ability
3. Language paper
4. Aptitude regarding the hotel industry
5. General knowledge about market
6. Specialisation knowledge

 Group Discussion: This helps in determining the communication abilities of
candidates as well as the spontaneity and knowledge of individual.
TASK 3
4.1 Contribution of training and development activities to the effective operations of
hospitality industry
Training and development is that function of human resource which helps in
increasing the efficiency of an individual. Also, it helps in satisfying the needs of human
resource in an organisation. In Hilton, HR manager focus upon fulfilling the training and
development needs of individuals and groups so that they contribute to their full potential
towards the performance in. It is a continuous process which helps workforce in improving
their skill sets, competence and knowledge to perform the tasks assigned to them. Also, it
assists in bringing positive changes in attitude and behaviour of personnel so as to aim at
making them work in an effective and efficient manner towards the realisation of
organisational goals (Karatepe, 2013). There is a basic difference between training and
development. Training involves continuous learning in accordance with a specific task
assigned to the individual and results in improving professional skills and attitude of
employees. But, development is concerned with present and future growth of employees of
an orgnanisation. It emphasizes the long term improvement of knowledge and competence of
subordinates. Various types of training programmes that are used by managers for effective
performance of Hilton hotel are:- Technological training: This is basically concerned with equipping the
employees with knowledge of latest technology and trends in hotel industry
(Marco-Lajara and Úbeda-García, 2013). This training assists them in providing
services to customers in an effective manner using the latest trends and deriving
maximum customer satisfaction. Skill training: This type of training helps in enhancing the skill set of employees
so as to provide them information about professional code of conduct in hotels.
Also, this deals with equipping them with effective communication skills so as to
formally talk with the guests while resolving the issues and not to lose their
patience at any time (Bratton and Gold, 2017). This results in retaining the old
guests as well as building the new guests by word of mouth publicity from old
customers. Thus, this training is necessary for the effective conduct of daily
operations of Hilton hotel.

 Problem solving training: This type of training is essential for employees of
hotel industry because on daily basis they come across various problems of
guests. This training helps them in gaining knowledge about how to find effective
solutions for the problems faced by customers and satisfy their needs so as to
build healthy relationship with them and retain them in long run of Hilton
operations.
There are two ways of providing training and development, explained as below:
On the job training methods: In this, training is provided to the employees of Hilton
within the premises of hotel as this results in giving personnel the time and initiative to
practically apply the skills, knowledge and competence gained by them during the training.
Also, this training is generally given to the employees who are recently hired by the hotel by
the existing staff of Hilton. This comprises of coaching, internship and job instruction
techniques etc (Baum, 2016).
Off the job training methods: This kind of training is generally given at places other
than the premises of hotel and is usually emphasized upon learning and development of
employees. These methods include lectures, conferences, sensitivity training etc.
Thus, it can be said that training and development largely helps the organisation by
enhancing the performance of existing as well as newly hired employees. As a result of this,
Hotel Hilton can ensure its sustainability in industry and provide better services to the guests
so as to gain maximum satisfaction from them.
CONCLUSION
With the help of above comprehended report it is concluded that human resource
management department of a company helps in managing the workforce where HR manager
develops a number of policies for their employees so that they may stay motivated towards
their jobs and work together. On the other hand, selecting, recruiting and training of new and
existing workforce may easily help an organisation to give good rivalry to its rivals. Effective
and efficient training and development programs can improve working capacity of an
employee through increase of their skills and knowledge. This could lead firm in meeting
changing requirements and demands of consumers.

REFERENCES
Books and Journals
Baum, T. ed. 2016. Human resource issues in international tourism. Elsevier.
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
Hoque, K., 2013. Human resource management in the hotel industry: Strategy, innovation
and performance. Routledge.
Karatepe, O. M., 2013. High-performance work practices and hotel employee performance:
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Management. 32. pp.132-140.
Long, C. S. Perumal. P. and Ajagbe, A. M. 2012. The impact of human resource management
practices on employees’ turnover intention: A conceptual model. Interdisciplinary
Journal of Contemporary Research in Business. 4(2). pp.629-641.
Marco-Lajara, B. and Úbeda-García, M. 2013. Human resource management approaches in
Spanish hotels: An introductory analysis. International Journal of Hospitality
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Mitchell. and et. al., 2013. The effect of strategic human resource management on
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Nickson, D. 2013. Human resource management for hospitality, tourism and events.
Routledge.
Swarbrooke, J. and Page, S. J., 2012. Development and management of visitor attractions.
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Tang, T. W. and Tang. Y. Y. 2012. Promoting service-oriented organizational citizenship
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