Human Resource Management in Hotels

This assignment delves into Human Resource Management (HRM) within the hotel industry. It examines various HRM practices, including recruitment, training, performance management, and employee relations specific to this sector. The assignment likely requires students to analyze challenges faced by hotels regarding HR, propose solutions, and demonstrate an understanding of best practices for managing human capital in a hospitality environment.

Human Resource
Management
In Travel and Tourism
industries

Human resource management
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
1.1 Role and purpose of human resource management ..............................................................1
1.2 Human resource plan based on an analysis of supply and demand .....................................3
TASK 2............................................................................................................................................4
2.1 State of employment relation ...............................................................................................4
2.2 Employment law affects the management of human resources ...........................................6
TASK 3............................................................................................................................................7
3.1 Job description and person specification ..............................................................................7
3.2 Compare the selection process in two different service industries ......................................8
TASK 4..........................................................................................................................................10
4.1 Contribution of training and development activities to the effective operation .................10
CONCLUSION..............................................................................................................................11
REFERENCES .............................................................................................................................13

INTRODUCTION
Human resource management is a set of functions which are designed in organization to
maximize the service performance of employees. In an organization, human resource
management is mainly focused on the management of the people or employees, policies and
systems. To understand the concept about human resource management, Hilton Hotel Stratford is
considered according to given case scenario. In US, Hilton Hotel is a market leader in service
industry. This report will help to understand both the roles and purpose of human resource
management. The modern and present business environment demands mainly a healthy employer
relationship. This report will throw light on employee relationship which is important for the
organization success. Further, this report will include employment law which affects the
management of human resources. In this context, concepts about job description and selection
process will be defined in this report.
TASK 1
1.1 Role and purpose of human resource management
Human resource management function is created to manage all human resource
requirements of an organization along with improving the performance level of employees or
human resources. It includes various types of processes which help to recruit, maintain, train all
the human resources in order to achieve and accomplish the goals and objectives of Hilton Hotel
Stratford. Main purpose of HRM is to develop, hire the capable staff members and this also
reduces the requirement of external recruitment because it makes optimum utilization of existing
employees within organization. The role of HRM is to not only manage and maintain the existing
human resources but it also plans for unpredictable changes which will affect future staffing
requirements (Importance of Human Resource Management, 2014). Basically, human resource
management is a cost effective method for business to maintain and manage its employees. In
Hilton Hotel, HRM helps to select and hire the right person for the right post at the right time
because environment of service industry keeps on changing which is unpredictable. In order to
perform the operation and practices efficiently in Hilton Hotel, HRM is mainly concerned with
the development of skills, knowledge and performance of staff employees (Cho and et. al.,
2006). Roles and purpose of human resource management are discussed below: Identification of employees requirements
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Human resource manager identifies and forecasts the requirements of staff members at
Hilton Hotel. After identification, to meet the employee's requirements, manager uses few
methods like recruitment and selection which will help to select and hire the capable candidates
in order to fill the vacant position in Hilton Hotel. Monitor employees performance
Human resource manager has to monitor the performance level of all the existing
employees in Hilton Hotel. Manager also helps to increase awareness among the employees
about the goals and objectives of organization. If, manager analyses that employee’s
performance is not up to the mark then he tries to find the solution for this problem (Dimba,
2010). Access the required training needs of employees
After analysis of employees performance level when the results do not match up to mark
then manager has to identify training needs which are required to improve the performance of
existing employees. For this purpose, manager conducts development programs to enhance
employee’s productivity. Motivation programs for employees
Lack of motivation among employees decreases their performance level. For the solution
of this problem, manager organizes various programs and activities in order to motivate
employees towards their work. Motivation programs also gives awareness about workplace
legislation of Hilton Hotel (Mitchell, 2006).
 Manage relation between management and employees
HR manager also ensures that relationship among management, employees and
customers are healthy and positive. Manger also evaluate the reasons for the communication
gaps which create problems between staff members.
 Reward and appraisal for employees
According to performance level, employees are appraised and rewarded for their work.
These rewards can be in form of financial or non-financial (Edwards, Sieminski and Zeldin,
2014).
 Welfare of employees
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For the welfare of employees, manager ensures about the environment of Hilton Hotel
that it is safe for both the employees and customers. In order to satisfy the needs of employees,
proper services and facilities are given to them (Steps in Human Resource Planning, 2015).
1.2 Human resource plan based on an analysis of supply and demand
Figure 1 Organizational chart for Hilton hotel
Human resource plan is basically a continuous process which helps to identify both the
current and future requirement of human resources in Hilton Hotel. This plan is an important part
of strategic human resource development because it helps organization to take competitive
advantage and also helps to reduce the level of employees turn over. Changes in factors of both
the internal and external environment influence Hilton Hotel to make effective human resource
planning. Five steps are included in the process of human resource planning which are described
in below:
 Assessing the human resources
Human resource manager has to focus on employee’s practices and business activities.
The assessment process of human resources mainly starts with the Hilton Hotel environmental
analysis. This analysis includes both the internal and external forces of organization and in this,
techniques like SWOT or PESTLE analysis are used. With the help of this analysis process,
manager finds out the strength and weakness of organizations. To analyse the productivity of
Hilton Hotel, HR manger has to identify the performance level of employees because their
performance directly affects the productivity of company (Fleck and Kraemer, 2014). This step
involves comprehensive job analysis process and also includes skills and inventory of staff
members.
 Forecasting of demand-
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This step involves the process of identifying the estimate demand and supply of human
resources in Hilton Hotel. The process of demand forecasting analyses the future requirements
for human resources in respect to both the quantity and work quality. Main purpose of this
process is to meet the future HR requirements in order to achieve the desired output of Hilton
Hotel. Future need of HR can be evaluated with the help of current situation of HR, plans and
procedures of cited organization.
 Forecasting of supply
This process is mainly concerned with the supply estimation of human resources. This
process estimates the future sources manpower which are present within the organization or
outside the organization. In organization, internal sources includes job rotation, promotion,
enrichment and transfer whereas external resources involves recruitment process through which
fresh capable candidates are hired in Hilton Hotel (Ford, 2014).
 Matching both demand and supply
This step of human resource planning is mainly concerned with bringing the future
forecast of both demand and supply of manpower. It involves the matching process in order to
bring both demand and supply in the balance position, so, the condition like shortage and over
staffing of employees will be solved (Gannon, Doherty and Roper, 2012). In the shortage
condition, organization has to hire and in over staffing case, organization has to reduce existing
employment. This step gives information about the sources and requirements of human
resources.
 Action plan
The action plan is the last phase of human resource planning process. This step is mainly
focused on the shortage and surplus of human resources in Hilton Hotel. Under this phase, all
human resources plans are executed with the help of various human resource activities. To
execute human resource plan, few activities are required such as recruitment process, selection
process, placement, training, motivation, socialization and development. Action plan is followed
by control and performance evaluation of man power in order to check that human resource
planning is matching with policies and objectives of human resource. In future, according to the
changes and conditions, the action plan should be updated in Hilton Hotel (Harness, 2009).
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TASK 2
2.1 State of employment relation
Human Resource Management (HRM) is a broader subject which covers the dimensions
of work to be done by the employees with respect to laws. In this regards, it includes Employee
Relations (ER). It is an important area where processes and procedures of employee work are
done in the jurisdiction of relationship management as well. This is required with a rationale to
accomplish the certain outcomes such as employee-employer bonding, customer satisfaction,
productivity, yielding etc. An effective relationship is an evidence of implementing certain ways
to boost up staff members through motivation and leadership. Moreover, major advantage of
positive employee relationship lies in dealing with conflicts and resolving problems that are
encountered at the organization.
Coming to given case scenario where Hilton Hotel Stratford has been given. Working
practices of this hotel is analysed on the basis of ER. In this service organization of hospitality
industry, evaluation of various elements which are taken into consideration has been assessed. In
a streamline of ER, an ideal relationship has been exemplified in certain ways (Harrison, 2011).
Commencing with employment right where staff member must be through with contractual and
statutory right. There must be essential to make an effective distinguish between these two.
Furthermore, it includes the aspects such as discrimination at work, termination of contract for
employment, work time regulations, imposing statutory and contractual employment right.
With respect to ER at service industry, the current state has been reviewed with the
shortage of effective relationships and its enforcement. Hilton Hotel Stratford is a hospitality
organization where providing services and maintaining relationships with customers occupy a
special role. It is because since at Hilton, there are various aspects such as dealing, influencing,
motivating and providing best of facilities to the customers are in the hands of employees. In a
crux, everything depends primarily on the maintenance of good employee-employer
relationships (Hoque, 2013).
Beside the ER crisis in the hospitality industry, there has been noticed proper state of
employee relationship management at Hilton. The success of this organization is the evidence of
how effectively the company norms are supporting the employment practices. For instance,
regarding employment right, HR department of Hilton has been segregated contractual and
statutory employment rights. They have been successful in enforcing the same in practice as
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well. There has been made close monitoring of the rights which imposed into practice.
Moreover, there has been made close proximity in job terminations, work discipline, working
time etc. (Lena and Tore, 2014)
Various strategies can be followed for implementing good employment-employee
relationship at Hilton. Staff participation is one of them where employees should be given a
chance to voice their opinions. They must further be given a chance to involve in the process of
decision making, staff engagement can be done by engaging them in activities in the form of
event program etc. Further discounts, offers, e-mails, free coupons etc can also be given to them.
In the same way, through the concept of collective bargaining, the need is to represent the
interests of the employees by forming trade union. This may help the upcoming branch to assess
effectively the entire surrounding including clients. In this way, the new branch may become
successful in developing and maintaining good relationship with the employees (Employment
Relationship, 2016).
2.2 Employment law affects the management of human resources
National Minimum Wage Act, 1998 Working Time Regulation Act, 1998.
The FMLA (Family and medical leave act) equal opportunity act
equality act
The word law refers to the framework which is about a set of guidelines that infer the
implementation of activities in an organization. As a part of HR department of every enterprise,
framing and implementing human resource policy are the key objectives. This is given by the
United Kingdom (UK) government who is responsible for imposing and putting it into practice
with the support of organization. Organization of UK needs to relate the laws of human resources
to influence companies to follow in their activities. This is made by the human resource policy
followed by every organization.
With respect to Hotel Hilton at UK, employees act as catalysts who work to do all the
activities. This is because of the fact that involvement of manpower in performance management
has been of great relevance in driving productivity of the organization (Longenecker and Fink,
2013). Commencing with the employment law prevailing at UK ensures progress of staff
members and safeguarding their interest. Employee laws commence from the wage and salary
rate which ensure minimum amount to be provided to them. Along with this, laws also provide
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the time of working hour. For the same, there is National Minimum Wage Act, 1998 where
employees are paid for twenty eight days with the completion of working hours not more than
forty eight hours. This is stated according to the Working Time Regulation Act, 1998. The
FMLA (Family and medical leave act) also highly influences the leave structure of employees.
According to this act, it is very important for HR department to give appropriate leaves to their
employees (Trethewy and Atkinson, 2003).
In service sector, equal opportunity act affects the HR policies as well as way of working
and influences organization to give equal opportunities to every individual without any
description at workplace. It is evaluated that there is a direct relationship between laws on
service industries and employment relationship. According to the case scenario, hotel is opening
50 rooms at Stratford. The company is also required to follow equality act in its new branch
where the employees will be protected from discrimination on the grounds of religion, sexual
orientation and age. Equal access to employment opportunities must be given to them. They
further have a right towards avoidance of unfair dismissal.
In this context, it is important for human resource manager to follow all the employment
regulations and laws in order to run the operation legally in Stratford city (Mitchell, 2006). Laws
and regulations which are developed by UK government also help service industry to minimize
their liability in relation to human resource operations. With the implementation of regulations,
manager of Hilton will be able to solve the issues of employees in more effective manner
(Rothwell, 2010).
TASK 3
3.1 Job description and person specification
The term job description means the detailed description of responsibilities and roles
related to work of an individual. For the particular job, the term personal specification means the
personal qualities, skills and capabilities of a person in order to perform and accomplish tasks in
an efficient manner. Job requirement can be defined as a quality of work performance that is
demanded from a person with respect to certain fixed regulations.
In Hilton Hotel, there are various types of posts like receptionist, banquette manager,
waiter, cleaning staff, marketing manager and chef. Job description and personal specification of
banquette manger in Hilton Hotel are described below:
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 Job title:- Banquette manager Job location: Stratford City. Working conditions:- 8 work (in different shifts) Reporting to: Food manager, sales manager and beverage manager. Job summary: Both beverage and food managers are responsible for coordinating the
delivery of beverages and foods for various functions which are held in Hilton Hotel. It
includes details related to functions which are held in meeting rooms and banquet by
management. Position of banquette manager is concerned with the front of home
activities.
Personal specification:-
 Education: Minimum metric passed.
 Language: Knowledge of English and French.
 Communication: Good oral and verbal communication.
 Prior experience: 2 year working experience in service industry.
 Skill and duties: Candidate should be willing and able to work in flexible hours.
 Characteristics: Candidate should be friendly and supportive in nature (Job Description
for Banquet Manager in hotel, 2012).
The banquette manager has various types of duties and responsibilities which are stated below:
 Achieve overall success and maximum profitability by controlling the quantity and cost
of services.
 Achievement of beverage sales, labour costs and food sales.
 Actively participation in marketing activities related to food and beverages.
 Control of banquet over cutlery, linen, glassware and equipment.
 Completion of delivery sheets related to various functions in an accurate and timely
manner.
 Help in preparing actual and forecasting the budget functions (Sargeant, 2012).
 Successfully completion of weekly pay roll input and function summary sheets.
 Efficiently completion of schedules in respect to weekly and monthly.
 Effectively coordinate and supervise the daily activities of banquet set ups, meetings and
various services.
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 To supervise and completion of banquet bar.
 Manage and maintain the control policies of hotel bar.
 Maintain all the records which are related to labour cost, inventory, food costs and so on.
 Actively participate and attend weekly meetings of food and beverage.
 To assist and guide in menu pricing and planning.
 Maintain and develop all control procedures related to department.
 Following proper procedures of requisitioning and purchasing.
 Submit truthful reports to managers of sales, beverage and food.
3.2 Compare the selection process in two different service industries
Here you have to compare Hilton hotel with other organizational hotels. Choose your example
within Travel and Tourism industry and not a completely different business.
Keep the same policy for Hilton Hotel and tailor your answer to your chosen hotel business but
don t forget that Hilton hotel will apply same policies and procedures.
Process of recruitment and selection process varies from industry to industry. There is lot
of difference in recruitment of managers in auto mobile and hospitality sector which is given
below the paragraph.
Selection process of Hospitality industry Screening test- Hilton establishes its training centre for the selection its employees. Hotel
management takes fresher candidates after schooling in the UK. Further, corporation
conducts aptitude test to measure their analytical skills for screening talented candidates.
As per the result, enterprise selects its applicants for training of hotel manager. Training- In this process, management of Hilton starts training programme for its
selected employees in its centre. Further, organisation provides various knowledge and
information which are necessary to become effective manager with the help of trainers.
Managers of Enterprise teach various things to these applicants like dealing with
customers in order to complete their needs and requirements. In addition, they also focus
on communication skills, problem solving, decision making as well as coordinating skills
of applicants for the further improvement in the Hilton (Trethewy and Atkinson, 2003).
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 Interview- In this process, organisation conducts final interview with its candidates in
order to check their skills for hotel manager. Interviewers ask many question to identify
the knowledge level of applicants by giving various cases on hotel management. In
addition to this, they also analyse problem solving, decision making, coordinating and
collaboration as well as communication skills of candidates in the interview process. On
the basis of positive results of applicants, they select for the hotel manager of Hilton
organisation. In the next step, interviewers decide the annual package of employees in the
enterprise (Recruiting talent, 2015). Apart from that, corporation directly conducts final
interviews for experienced candidates in the United Kingdom.
Selection process of Milestone hotel
The given hotel has laid more emphasis on selecting candidates through Aptitude test. This is as
the company is mainly dependent on college freshers for the selection of job at executive level.
The test is there to check general knowledge, aptitude and logical skills (Haleem, 2014). The
candidates are then allowed to be a part of group discussion if they clear the same. Here, the HR
management gives a single topic which is to be discussed for the test. This aids in analysing
communication skill and confidence of applicant (Tsai and Yen, 2008). Then comes the chance
for Final interview which is done by department head. After that, HR manager of corporation
selects candidates for the organisation after discussing their annual packages (Selection:
Meaning and Steps Involved in Selection Procedure, 2015).
TASK 4
4.1 Contribution of training and development activities to the effective operation
Training can be defined as an organized activity for imparting infromato as well as instructions
so as to improve overall performance of employee. Development can be defined as making use
of scientific and technical knowledge for meeting up the specific objectives.
Off the job training On the job training
Classroom Lectures
Coach training
Audio-Visual one to one training
Role Playing
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Proper assessment for the development and training of employees is required to perform
business practices in an effectual manner. For the implementation of training and developments
programs, it is important and necessary for human resource manager to set up adequate and
accurate link between induction and training programs. Without setting the adequate link, Hilton
Hotel would be unable to provide effective training to their human resources and improve their
level of performance as well as skills. There are various types of reasons for which organization
will require to provide proper training to their human resources which can discussed below:
Need of training in organization
Human resource manager of Hilton Hotel will require to provide training to their
employees for the different purposes such as:
 Performance improvement- According to the given case scenario, Hilton Hotel opens
50 rooms at Stratford city. The main motive behind this is to offer variety of services and
facilities to their customers in order to meet their requirement in an efficient manner. In
this context to achieve the objectives of organization, HR manager has to consider
important factors like weaknesses and shortcomings in hotel (Mitchell, 2006). With the
help of training and development programs, it can be achieved. By providing effective
training activities to employees, organization will be able to attain its objectives and
satisfy customers in an effective way. Training activities will help to enhance the skills,
performance, knowledge and potential of employees. Through effective training,
employees will be able to attain customers in an effective manner.
 For new employees- Activities which are related to training and development are
essentially required for new employees of Hilton Hotel. Main purpose is toaware them
about the culture, objectives and goals of organization and also to polish their existing
skills in more efficient way. For new hired staff members, training is required to make
them comfortable towards work and to increase their contribution in the success of Hilton
Hotel (Edwards, Sieminski and Zeldin, 2014).
 To increase satisfaction level- In an organization, to increase the satisfaction level of
existing employees, HR department has to interact with the employees and other staff
members. With the help of interaction, HR manager will be able to know their problems
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and issues which are faced by employees at the time of working. Through this, manager
will be aware about the issues and will try to find the appropriate solution. If, employee’s
issues are solved at the right time then they will be motivated towards their work and will
try to give their best. It is important that employees must be satisfied with their work
because if they are satisfied, then they will work more efficiently in order to accomplish
tasks.
 To increase productivity- Employees of Hilton will be able to perform their tasks
efficiently and independently when they will be trained by their trainers and supervisors.
This method will surely influence organization to create learning culture which will be
helpful for all the human resources. Training activities will develop skills and knowledge
of employee, this will also increase the productivity of Hilton Hotel (Longenecker and
Fink, 2013).
The motive of training and development is to enhance the skills and performance of employees
according to their job profile. In organization, the impact of training and development can be
measured in the form of achieved objectives of Hilton Hotel. Level of customer satisfaction, cost
analysis, growth rate of company and performance level of employees are also the major criteria
to measure the impact of training and development programs.
CONCLUSION
With the help of this, it can be articulated that human resource management plays an
important role in organization to run business activities in an effective way. It involves methods
like selection, recruitment etc. that help HR manager to manage and identify the need of human
resources in organization. Through this report, it can be said that training and development
activities help employees to enhance their skills, performance and satisfaction level which
increase the productivity of organization. While considering various acts, manager of Hilton will
be able to improve the transparency in processes of human resource management. This report is
also concluded that positive employment relations also influence productivity and performance
of organization. Further, this report is also concluded that training and development activities
contribute to make business operations more effectively.
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REFERENCES
Books and Journals
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Dimba, B. A., 2010. Strategic human resource management practices: effect on performance.
African Journal of Economic and Mnagement Studies. 1(2). pp.128 – 137.
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Routledge.
Fleck, S. J. and Kraemer, W., 2014. Designing Resistance Training Programs, 4E. Human
Kinetics.
Ford, J. K., 2014. Improving training effectiveness in work organizations. Psychology Press.
Gannon, J. M., Doherty, L. and Roper, A., 2012. The role of strategic groups in understanding
strategic human resource management. Personnel Review. 41(4). pp. 513 – 546.
Harness, T., 2009. Research methods for the empirical study of strategic human resource
management. Qualitative Market research: An International Journal. 12(3). pp. 321 – 336.
Harrison, R., 2011. Learning and development. Development and Learning in Organizations:
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Hoque, K., 2013. Human resource management in the hotel industry: Strategy, innovation and
performance. Routledge.
Lena, A. and Tore, L. J., 2014. Health and safety coordinators in building projects. Journal of
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Mitchell, W. D., 2006. Strategic roles for model leaders. Journal of Handbook of Business
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Rothwell, W. J., 2010. Effective Succession Planning: Ensuring Leadership Continuity and
Building Talent from Within. AMACOM Div American Mgmt Assn.
Sargeant, M. P., 2012. Age Discrimination in Employment. Gower Publishing, Ltd.
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Trethewy, W. R. and Atkinson, M., 2003. Enhanced Safety, Health and Environment Outcomes
Through Improved Design. Journal of Engineering, Design and Technology. 1(2). pp.187 –
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Tsai, F. C. and Yen, F. Y., 2008. A model to explore the mystery between organizations'
downsizing strategies and firm performance: Integrating the perspectives of organizational
change, strategy and strategic human resource management. Journal of Organizational
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