Human Resource Management for Service Industries

This project examines the key elements of human resource management in the hospitality industry, focusing on employment law, employee relations, recruitment and selection, and training and development. It uses Hotel Hilton as a case study to analyze the role of HRM in a real-world scenario.

HUMAN RESOURCE
MANAGEMENT FOR SERVICE
INDUSTRIES

Table of Contents
Task 1 (LO1 & LO2): PowerPoint Presentation........................................................................4
Introduction............................................................................................................................4
1.1 Analysis of role along with the purpose of Human Resource Management in Hotel
Hilton 4
M1: Identifying the objectives of Human Resource Management, as well as judging its
services...................................................................................................................................6
1.2 Justifying human resource plan based on an analysis of supply and demand for an
opening a new Bar in Hotel Hilton........................................................................................7
2.1 Evaluating the present condition of employment relations in Hotel Hilton.....................9
2.2 Evaluation of how employment law impacts the management of human resources in
Hotel Hilton............................................................................................................................9
Conclusion............................................................................................................................10
Task 2 Scenario Analysis (LO3)..............................................................................................11
Introduction..........................................................................................................................11
3.1 Discussion of the job description and person specifications for Managers of Bar........11
M2: Assessing different HR theories and evaluating the aims of recruitment, and the
techniques applied in the recruitment process.....................................................................13
3.2 Comparing the selection process of two different service industries businesses...........13
Conclusion............................................................................................................................14
Task 3: Report (LO4)...............................................................................................................15
Introduction..........................................................................................................................15
4.1 Assessing the benefits of training and development programs......................................15
M3: Review the barriers and attitudes to training in the context of your chosen organization
..............................................................................................................................................15
Conclusion and Recommendations..........................................................................................17
References................................................................................................................................18

Introduction
Human Resource Management is a department of an organization which is
responsible for monitoring all the activities concerning the managers as well as supervisors
and of the employees along with their rewards and pay. The study would explore the main
functions and purpose of human resource services in the service industry by exploring the
Hotel Hilton based in the United Kingdom. A comparison of the selection process of the
Hospitality service sector would be made with that of the transport service business.
Employment law and other affecting factors or related factors to the human resource would
be discussed. A job description along with the person specification would also be presented.
Task 1
Covered in PPT
Introduction
The purpose and the role that human resource department plays within an organization is
of utmost importance. Hotel Hilton has been one of the leading organizations in the
hospitality industry and exploring its human resource management team would provide a
meaningful material of discussion. Framing a resource management plan considering the
demand and supply factors would help in accessing the importance of these two factors in the
human resource. Law and regulations are something which makes every action much more
authentic and feasible so the implication of employment law would make the human resource
much more effective.
1.1 Analysis of role along with the purpose of Human Resource Management in Hotel
Hilton
Purpose
Human Resource Management carries a purpose and power along with the ability to change
the organisation's working style and the productivity of the employees. It could be said that
the main and the foremost function of the HRM is to shift for aligning with more practice of
forwarding thinking and in addition to the product produced. Hotel Hilton has been one of the
organisation which has followed this mentality, and its HRM department has always been
motivating its employees to keep forward thinking which has been one of the reasons for the
success of the organisation. This helps in achieving the corporate objectives which are the
main purpose which HRM department carries (Kurtz and William, 2017). The purpose of
HRM gets fulfilled when the department keeps a record of all the employees' performance,

and the employees receive rewards and other performance perks. The training and the
development programs have been correctly implemented by the concerned organisation
which reveals that the purpose of the HRM department has been met completely.
The employment relations is also to be maintained by the human resource management team
which helps in the functioning and workings of the employees be executed in a cooperative
manner. Hilton has been observed to follow diversity in management along with the equal
opportunity which serves the purpose of HRM.
Role
The important and the foremost role that is to be played by the HRM are as follows
Job analysis: The description of the job is to be created by the human resource manager
concerning the Hotel Hilton. This requires the collection of the job details and assessing all
the job criteria.
Participation in planning along with development: The human resource managers are
responsible for developing the corporate objectives and development plans. Any specific unit
gets aligned but the HR manager of Hotel Hilton which helps in achieving the desired
objectives of the organization (Ibrahim et al. 2018). Participation of the human resource
managers in the planning helps in keeping track of the human resource which exists and
required for achieving the targets.
Recruits and compensates managers: Hotel Hilton HR manager recruits the deserving
candidates who would prove to be an asset for the organization in future. The compensation
plans are also developed by them. The benefits gained by some specific employees are noted
by the HR manager, and the respective rewards are provided to them.
M1: Identifying the objectives of Human Resource Management, as well as judging its
services
The objectives of human resource management are to ensure the availability of a progressive
and willing workforce. HRM is found to follow a fourfold objective namely, societal,
organizational, functional and personal.

Societal Objective demands the HRM to function under ethical and social
responsibilities. The resources of the organisation should be used in the benefit of the
society or else it may lead to restrictions. If the society gets benefited, then it would help
the organization to proceed further in its field. Organizational Objectives demands that
the HRM to serve the organization in such a manner that the company could function
and produce its maximum output. Functional Objectives reveals that the HRM is
performing its functions appropriately and the organisation is able to achieve its goals
(Holland and Jesse, 2017).Personal Objectives relies on improvisation of the personal
qualities and features which would add on to the organisational productivity.
1.2 Justifying human resource plan based on an analysis of supply and demand for an
opening a new Bar in Hotel Hilton
Key Positions A
Average
Percentag
e
Turnover
(Supply
Analysis)
B
Number
of Present
Employee
s
(Supply
Analysis)
C
Projecte
d
Turnove
r by
2019
(Supply
Analysis
)
D
Employee
s
Remainin
g by 2019
(Supply
Analysis)
E
Projected
Labour
Demand
2019
(Supply
Demand
Compariso
n)
F
Projected
New Hire
in 2019
(Supply
Demand
Compariso
n)
General
Manager
10 5 6 2 8 5
Food/
Beverage
Director
15 4 3 4 9 8
Controller 20 6 8 7 17 15
Assistant
Counsellor
15 8 6 8 13 10
Chief
Executive
10 4 9 6 8 7

Director of
Sales
9 3 2 5 7 8
Waiters 30 10 12 15 20 25
Chefs 25 12 10 12 30 23
Security
Guards
8 4 6 6 10 5
Figure 1: HR plan creation by supply and demand analysis
(Source:Created by Author)
Demand Analysis
Analysis of demand is needed to be done to predict the future needs for staffing.
Estimate of Managers or Managerial Estimates: On analyzing the demand approach,
it is expected to have five managers in order to execute the project of Hotel Hilton of
introducing a new bar section. The general managers would also be five in number as this
would help in one to one reporting which would smoothen up the function (Tahvonenet al.
2016).
Sales Projection: It is to be estimated that Hotel Hilton will be able to increase its
revenue by 37% if the business organization effectively employs the right people for the
company.
Simulations: A training to each of the recruited staff would be required in order to
maintain the quality in the services of the hotel and maintain the goodwill.
Supply analysis:
This supply analysis would help in predicting the availabilities of workers and other
resources.
Skill Inventories: This would help in analyzing the skills and capabilities of the
employees as per which the further training and development program could be made.

Labor Market: The analysis of the labor market would help in having knowledge
about the wages prevailing in the market and the availability of the labors (Treweeket al.
2018).
2.1 Evaluating the present condition of employment relations in Hotel Hilton
Concerning Hotel Hilton, and assessing its current employment relations has revealed
that the organization considers and believes in considering the viewpoints of all its employees
along with their opinions, which has helped in getting an effective and successful outcome or
result. The employees of the concerned organization are blessed to have control over their
performance through sharing their ideas of progress and suggestions for improvement in the
organization on an overall basis. The micromanagement of the employees is not followed in
the Hotel Hilton. The employees work as per their thinking and ability strategies. This helps
in escalating their performance and productivity. Equity act is one of the important act that
has an affect over the employee relation. According to the equity act 2010 all the employees
need to be treated equally avoiding sex, religion, age and many more. Employment right act
1976 also allows the employees to understand the flexible working hours, pension, wages and
many more which help the authority and employees to maintain the proper relation.
Another act which has impact on the employee relation in the workplace. The working time
regulation 1998 also help the authority to provide the proper working hours (48 hours),
holiday and many others which directly affected the employee relation. The grievances at the
workplace are handled in a channelized form. The employees are required to inform the
employer about his grievance and the nature of its. According to the Coulter and Hancké,
(2015), in UK for retaining employees and for providing ultimate facility in the workplace
various legislations have been accomplished which help the management to maintain the
employee relation. Manager of Hilton hotel has been accused by the Jamaican-born Juliette
Giscombe regarding the racial discrimination and also highlighted that black people are
avoided rigorously in the front office. Also she revealed that black people are not invited to
attain the interview and also neglected in the selection procedures (Wardrop, 2018). Equity
act 2010 is not maintained in this scenario where all the employees have been treated equally.
This brings on in a meeting call, where the problem is heard from both the parties and then
the conclusion is made. The engagement level is seen in Hotel Hilton, in which adequate
engagement level is considered the highest; after that, intellectual level comes and at last
social engagement comes.

2.2 Evaluation of how employment law impacts the management of human resources in Hotel
Hilton
Employment Law states a number of different laws which helps in maintaining the
employment management in a smooth and effective manner. It includes many of the different
areas which require attention and personal touch in order to maintain the employee
satisfaction and other demands of the employees. Hotel Hilton has been observed to follow
the following laws strictly which could be the reason for its smooth and un-break services
delivered by the organization.
a. Employment Relation Act, 2004: This act includes a number of different clauses,
which are concerned with the maintenance of the relations of employees in the
organization. If the act gets endured by the concerned organization, then the HR of the
company needs to implement both maternity and parental leaves.
b. Work and Families Act, 2006: As the name depicts it is related with the family
concern of the employees. An extension in the maximum period which would get
stipulated in the rules and regulations concerning the period for which the statutory
pay for maternity along with adoption as well as maternity allowance would be
payable to 52 weeks rather than 26 weeks (Wood et al. 2018). The parents working as
employees of Hotel Hilton are entitled to taking leave in order to spend time with
their child. Certain conditions are mentioned under which this leave would be a paid
leave.
c. Data Protection Regulation, 2018: The concerned organization has been observed to
follow the data protection regulation. Seven principles have been mentioned in the
regulation which needs to be followed by the Hotel. Fairness, lawfulness, data
integrity, confidentiality of data, accountability, storage limitation, data minimization,
accuracy have been implemented by Hotel Hilton.
Conclusion
On assessing the different aspects of human resource concerning Hotel Hilton, it
could be said that employment law has impacted the functioning of the organization to a great
extent. The implication of Equality Act, 2010 has helped in maintaining the balance in the
organization, and a fair policy has been adopted which has been appealing to the employees
of the concerned organization. The demand and supply analysis has also provided some
fruitful results.

Task 2
Introduction
On framing the inclusion of a new bar section in the Hotel Hilton, it has been
observed that the bartender and the managers of the bar would play a vital role in the
execution of a productive and successful plan. The job description and the person
specification frame up would help in doing so.
3.1 Discussion of the job description and person specifications for Managers of Bar
Job Description
Being a manager of a reputed Hotel bar, demands a number of responsibilities and jobs
to be executed in a smooth and effective manner. The delivery and the management along
with the availability of the items of sales is to be taken care of by the managers (Kochan et
al. 2016). The jobs or the responsibilities of the manager of the bar would include the
following specifications:
a. Greeting the customers on their arrival as well as when they leave.
b. To check the availability of the liquor and the foods that are to be served to the
customers along with the availability of the stock.
c. To check the quality of the services that are being served and take the required
steps were needed for improvement.
d. To maintain a record of the stocks of the food and beverage items
e. To tackle an absurd situation with professionalism and etiquettes.
f. To produce a written report to the head managers
Personal Specification for Managers of a Bar
Skills
The skills that a manager should carry in order to be hired as by the Hotel Hilton are
 Sensitive to acknowledge the problematic situations
 Professional in carrying out the activities
 Good and effective communication skills

 Management knowledge and implication of it in a practical sense
 Understand the needs of the customers well
 Help the staff to execute the services ineffective and quality manner
Qualifications
The qualifications that are demanded the post of the manager are
 Fluent in speaking English and one other language
 Holding a management degree from a reputed Institute
 Holding a Graduation and school degree with excellent marks
Experience
The experience required for the post includes
 An Internship in some reputed hospitality business
 An experience of 1 year or above n the management post
Physical Criteria
 Should be presentable
 Be fit and healthy in medical terms
 Carry a personality of sophistication and be polished in appearance and speech
M2: Assessing different HR theories and evaluating the aims of recruitment, and the
techniques applied in the recruitment process
Herzberg's Two Factor Theory states that at the workplace there are two factors which
exist, one is that which motivates the employees to work in favour of the organization and
there are certain other factors which demotivate the workers from working in favor of the
organization. The theory aims at acknowledging the factors which favor makes the
employees motivated and achieve job satisfaction as well as recognize the factors which
demotivate the employee from working (Krupićet al. 2016). This helps in mending up the
areas of improvement and focusing on the improved areas to make it best.

The techniques used in the recruitment process are same as the general ones which
begin with the job advertisement posts and ends with the onboard new hire. In between it
includes source candidates, screen resumes, conduct screening calls, conduct interviews, and
extend a job offers, onboard new hire (Salekinet al. 2014).
3.2 Comparing the selection process of two different service industries businesses
Hotel Hilton British Airways
For promoting or advertising the vacancy
post of a manager of a bar, different
agencies and Social Media like LinkedIn is
utilized
Promotional media is adopted by the
company in order to advertise the vacancy
of any post of Cabin Crew. This promotion
media is the webpage of BA careers.
An average standard is maintained while
recruitment which is tested through a
practical test of management.
A test of eligibility and competency is
conducted in order to select a candidate for
the post of Cabin Crew (Ba.com, 2018).
Personal information is required by the
organization if any candidate is applying for
any post (Hilton.com/careers, 2018).
The psychometric test is conducted before
the selection of a Cabin, crew member.
Criminal, medical and educational records
are cross-checked before the recruitment.
Criminal, medical and educational records
are cross-checked before the recruitment.
The application form is to be filled and
submitted on the Internet.
The application form is to be filled through
online.
Training and development programs are
provided after the selection.
Training as per the requirement of the
candidate is conducted after the selection.
The candidate gets the job and after the
completion of the training he gets a
permanent job of a Manager.
After training is complete, the candidate is
observed for 2 months.
Source: (Hilton.com/careers, 2018; Ba.com, 2018)
Conclusion
On completion of this report, it could be said that a crucial and a compassionate
position is to be held by the human resource manager, as the recruitment of any wrong

candidate could result out to be a huge loss in the organization. This would impact the
goodwill of the company which would account for the great loss.

Task 3
Introduction
Training and development programs are one of the most important functions and role
to be played by the human resource department. Training helps in improvising the skills, and
other qualities of the employee and development programs help in developing the personality
and inner strengths of the employee which would help them in taking up the training in an
effective and much more fruitful manner.
4.1 Assessing the benefits of training and development programs
The training and development programs have been benefiting all the organizations,
and this is the reason for its popularity and sustaining in the market. The hospitality industry
utilizes the maximum benefit from this program as the servicing the customers is something
which requires great skills and abilities. Hotel Hilton has taken up all the benefits of training
and development programs (Holmberg et al. 2018). The benefits which the organization has
gained are it added on to the job satisfaction and morale among all the employees, employees
got motivated, added on to the efficiencies in the processes and increased financial benefits,
added on to the capability of taking up new technologies, employee turnover gets reduced
and many more (Deet al. 2018).
M3: Review the barriers and attitudes to training in the context of your chosen
organization
The execution of the training and development programs have number of benefits ,
but this execution also carries a number of barriers which makes it difficult to get the
maximum result out of it (Tulloet al. 2018). The barriers that the concerned organization
faced in the execution of its training and development programs included budgets which
carry an important factor, lack of vision, the employees couldn't recognize the benefits of the
programs, time and staffing, and many others. These barriers acted as obstacles in the
execution of the training and development programs of the Hotel Hilton.
The attitude which the employees carry towards the training program also affects the
execution or the success of the program (Deveau et al. 2014). If the employees have a
learning attitude that would make the training program a success and if the employees carry
ignoring attitude then the program would add on to the budget of the company and no skills
would be added on.

Conclusion
The assessment has rightly revealed the benefits and the barriers that a training and
development program carries with it. Hilton Hotel has faced both the perspectives of the
training program. As every action carries certain pros and certain cons so do the training
program but the percentage of pros out ways the percentage of cons.
CONCLUSION and RECOMMENDATIONS
Ongoing through all the perspectives of the human resource management and
experiencing its application in the hospitality business has revealed that the HRM is the
backbone of an organization and it has to follow many of the legislation and laws in order to
make the functioning’s much more authentic and reliable. The job description and the person
specifications of the vacancy job is to be created by the HRM and this requires a hardcore
analysis of the position.
Though the HRM has been rightly analyzed, it is suggested that if the Hotel Hilton
takes up some more of the employment legislation such as the equality act, and equal pay act,
this would help in having a much more feasible and fair way of employing.

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