Training & Development in Hilton Hotel

This assignment analyzes the role of training and development in enhancing employee satisfaction and operational efficiency at Hilton Hotel. It delves into relevant legislation like the Equality Act and Employment Relations Act, highlighting their influence on HR practices. The report emphasizes the importance of training programs in improving employee skills, customer service, and overall organizational performance.

Running Head: MARKETING REPORT 1
Human Resource Management for Service Industry
Student name
Student number
Course title

MARKETING REPORT 2
Table of Contents
Introduction.................................................................................................................................................3
Task 1..........................................................................................................................................................3
1.1. Role and Purpose of Human Resource Management...................................................................3
1.2. Justifying Human resources plan based on supply and demand analysis.....................................6
Task 2..........................................................................................................................................................8
2.1. Assess the current state of employment relations in the hotel industry........................................8
2.2. Effect of employment laws on management of human resources..............................................10
Task 3........................................................................................................................................................12
3.1. Job description and personal specification.................................................................................12
3.2. Comparison of the selection process of different service industry businesses...........................15
Task 4........................................................................................................................................................16
4.1. Assess the contribution of training and development activities......................................................16
Conclusion.................................................................................................................................................18
References.................................................................................................................................................19

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Introduction
The service industry relies extensively on the human resource management initiatives as
it is the basis for increasing the efficiency of operations and achieving strategic goals and
objectives. In this report, the focus is on providing a detailed analysis of the human resource
management and its applicability in the hotel industry. This report relied on the information from
Hilton Hotel that is currently opening 50 rooms in Stratford City. The aim of opening such hotel
rooms is to maximize the comfort and increase service delivery. In this study, it explores the
effect of employee relations and employment law, understand the recruitment and selection
process, and provide an in-depth assessment of training and development conducted in the hotel
and service industry.
Task 1
1.1. Role and Purpose of Human Resource Management
Human resource management (HRM) is a functionality in each of the organization
management initiatives that is developed with the intention of managing the needs of the human
resource. It is also developed to maximize on the employees’ performance level through
addressing their financial needs. There are various sets of HRM that are integrated in the
organization and this ranges from recruitment purposes, training, and compensation of
employees with the intention being to meet the strategic objectives of Hilton Hotel in Stratford.
When assessing the performance level of Hilton Hotel, the HR strategies developed played an
important role in achieving the leadership in the service industry. Hilton Hotel’s performance
level is dependent on the efficiency and capabilities characterizing individuals working in the
human resource department.

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For Hilton Hotel, the human resource management is involved with development of
abilities, skills, and knowledge of the employees as the department understands the importance
of these skills in improving efficiency of performances of employees within the company. With
the expansion of the company’s operations, it is evident that Hilton Hotel is facing myriad of
challenges and there is need to develop effective measures that will aid in achieving success
level in the distribution of manpower to the 50 rooms that have been acquired by the company.
One of the ways in which the company is striving to solve the issue is through the appointment
of the trainee human resource manager who will be tasked with performing the human resource
functions that characterize the organization. As provided in the study by Riley (2014), the main
roles of HRM include recruiting, training, and performance management in achieving
organization’s objectives. For the new selected individual, the roles of HR that will be
undertaken in Hilton Hotel are provided as:
 Potential Employees’ Identification: The HR management, with the help of other
departmental heads, undertakes an assessment and overview of the organization’s
activities and determines the requirements of the Hilton Hotel’s personnel. In most cases,
this involves advertising for the job position needed. In meeting the HR requirements, the
task of the HR is to use effective recruitment methods and select a candidate that best fits
the vacant position available at Hilton Hotel.
 Assessment of the employees’ training needs: The duty of the HR is to determine the
needs of the employees and from this basis ascertain the requirements that will aid in
achieving improved performance level of the employees. The needs of the existing
employees including the managers and the staff people at Hilton Hotel need to be

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addressed. This will be critical towards improving the performance level of the
employees and achieving high productivity within the organization.
 Enhancing the relationship between the organization’s management employees:
High productivity level in the organization can be improved through having a cordial
relationship between the top management and the employees of the organization. It is the
duty of HR to ensure that the problems that are faced between employees and the top
management are addressed and this will improve the relationship existing amongst
various employees (Riley, 2014). Communication between the involved employees can
be critical towards understanding the business environment that the hotel is operating in.
When the relationship between employees is positive, this will contribute to high
production capacity and enhance competitiveness in the sector.
 Advocating for employees’ welfare: The employees’ welfare is often based on the
policies implemented by the HR. In this regard, the human resource manager is entitled to
analyzing the Hilton Hotel’s working environment and determine whether it is safe or not
for the operations in the economy. Effective services that should be undertaken in the
organization need to be clearly outlined and this will improve the comfort and
satisfaction level of the employees.
 Reward System and Performance Appraisal: In understanding the performance level
of the employees, a reward system and compensation initiative needs to be developed that
is in-line with the requirements of the organization.The HR will select the performance
appraisal strategy that best suits the needs of the employees in Hilton Hotel. Constant
monitoring of the operations of the employees will be the basis for ascertaining the
reward system, and this can be influential in encouraging them to perform well in the

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organization. The reward system that needs to be undertaken can either be based on non-
financial or financial incentives and each of the employees will be motivated to
participate in the performance appraisal process (Riley, 2014).
1.2. Justifying Human resources plan based on supply and demand analysis
Human resource plan can be deemed as a continuous process where it identifies the needs
of the organization towards achieving strategic goals. Through HR planning, the needs of the
employees are met and this is integral in managing employee turnover rate and ensuring that the
company realizes competitive edge in the sector. For Hilton Hotel, the HR planning process is
influence by both internal and external factors especially with the dynamism in the business
environment. The HR plan is determined by the supply and demand level of human resources
and it is provided in five steps given below:
 Evaluation of availability of human resources: The HR manager’s duty is to determine
the practices and duties that characterize particular employees. The employees’
performance has a direct impact on the production capacity characterizing Hilton Hotel,
and the duty of the HR manager is to ensure that the performance of the employees are
appraised on a regular basis; preferably after six (6) months. The success of the
organization will be based on the ability of the HR manager in conducting an in-depth
assessment of the alignment of business practices’ objectives and the performance level
of employees.
 Forecasting Demand: The vacant positions that are created by the HR personnel are
dependent on the availability of this positions that could be filled by new staff and
employees. Although in the current situation the manager might be satisfied with the
employees that he or she, a future plan needs to be in place in the case where there are

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positions that are vacant. This includes forecasting on the expansion of the organization’s
operations and determining the need to meet the competitiveness of the organization.
 Forecasting Supply: Labor supply is another issue that the human resource manager of
Hilton Hotel needs to put into consideration. Determining the forecast of both labor
demand and supply will necessitate the organization to formulate an equilibrium number
of employees and the compensation that should be offered to the new employees. As
provided in the study by Hoque (2013), labor supply forecasting involves the process
where the human resource available is estimated based on the availability of the labor
demand for the organization. In the case of Hilton Hotel, concern should be placed on
determining the internal and external factors that can have an implication on the demand
and supply of labor. This will include assessment of environmental factors that can have
an effect on the personnel selection.
 Equating supply and demand: According to the study conducted by Hoque (2013), the
success of the organization is based on the ability to have equilibrium in the requirements
in the labor force. Effective forecasting will be critical in achieving equilibrium as this
will be the basis for minimizing shortage and overstaffing problem. In the case where
Hilton Hotel reports shortage in employees, it will increase employment of new staff to
the vacant positions and this will increase productivity. Over staffing means that the
company is experiencing increase in operation costs with some of the employees being
redundant in the organization. As such, it will be important to consider reducing
employment as this will be the basis for achieving competitive edge in the industry.
 Action plan: The last step in the HR planning is the action plan and this can be
conducted by the Hilton Hotel HR manager through either increasing employment

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opportunities or reducing employment of new staff. For Hilton Hotel, the opening of 50
rooms meant that recruitment of new employees is required to be done by the HR
manager. The key activities that are involved in this step include recruitment process,
conducting selection of employees, training them, and focusing on motivating the
employees. Constant performance appraisal and monitoring of employees’ activities are
undertaken in this step and it is essential for success in HR planning process. With the
changes in the operations and the dynamism in the economy, constant update of the
action plan will be essential for maximizing the needs and requirements of Hilton Hotel.
The justification of the human resource plan can be well documented with the basis being
on the policies of the human resource and the compliance level of the company. The planning
process and the recruitment strategies are critical in ensuring that there is balance between the
labor supply and demand within the organization (Hoque, 2013). When looking at the activities
that are prevailing in the service industry, the constant development and implementation of
policies and regulations can map the HR operations with the competitive edge in the society and
this will ensure that Hilton Hotel achieves the desired competitiveness in the industry. As such, it
is important to consider the emerging trends in the economy and the level of labor supply that
will have an impact on the hotel industry.
Task 2
2.1. Assess the current state of employment relations in the hotel industry
The UK’s hotel industry is highly fragmented and it is one of the sectors that is highly
labor intensive. The employees’ behavior dominates the activities of the respective organizations
operating within the industry. Where the number of employees working in the hotel industry is
high, there are high chances that the working relations will be distorted. In addition, the diversity

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in the global economy has meant that the cultural factors have influenced the state of
employment and the employee relations within the hotel industry. Employees are characterized
by difference in cultural perspectives, and the duty of the HR manager is to ensure that it
integrates the values and customs of different employees within the organization and minimize
any form of discrepancy and employees’ dissatisfaction level.
The growth in the hospitality industry has influenced the decision making process and the
recruitment of employees by the respective organization. The hotel industry’s objective is to
provide the employees with superior and quality services and ensure that it meets the needs of
the customers in the long-run. The organization is also involved with maintaining its brand
reputation and image and Hilton Hotel should follow the rules that are provided by the EU and
UK government in relation to hotel industry. This will ensure that the organization realizes
competitiveness in the industry and achieve high production capacity in the long-run.
According to Cartwright (2013), there are main drivers that have impacted the hotel
sector are diverse, and the HR manager of Hilton Hotel needs to put these factors into
consideration. The sector has been characterized by attractiveness of the jobs and position and
this has been influential in increasing the way in which consumers address particular issues that
impact. Attracting workforce in the industry is based on the organization’s reputation. It is from
this basis that some of the regions across the globe have experience shortage in labor, and this
has affected the production capacity of the involved parties. Some of the factors that the HR
needs to consider include the changing lifestyle of consumers. The employment of individuals to
work in Hilton Hotel needs to be based on the requirements of the industry and the factors that
will increase efficiency of operations. In UK, the changing patterns in the demand for the hotel

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industries requires employees that are aware of the quality customer service as this will attract
customers to the operations of the entity.
As the HR of Hilton Hotel, the importance of growth in information technology in
ensuring that the success level of the operations are enhanced and this involves developing and
implementing measures that will aid in achieving success in the operations. The websites that are
available in the company can be utilized by the marketing team in offering information regarding
the products and services that are transacted in the economy. Consumers can have access to the
products that Hilton Hotel is offering, and this will be made possible only through the HR
management department liaising with other departments within the company. Other key drivers
include the economic ones including globalization of operations which can impact the operations
of the entity through employment of diverse cultural groups. It is from this perspective that the
human resource management will have to develop measures that will be inclusive in the
organization and minimize any form of discrimination that might apparent in the economy.
2.2. Effect of employment laws on management of human resources
In UK, the government has formulated measures that aid in improving the experience
level of the employees and considering competitive edge in the development of key
opportunities. There are various issues that need to be addressed when dealing with the
employment laws, and this are based on the key UK acts that are formulated to shape the
activities of the hotel industry. Hilton Hotel needs to consider these main acts:
 Equality Act, 2010: Under this act, it provides that employees of an organization should
be treated equally regardless of their gender, country of origin, race, and status among
others. The legislation was passed with the intention of ensuring that employees are
provided with equal employment opportunities (In Barnard, and Askews & Holts Library

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Services, 2012). For Hilton Hotel to utilize the available opportunities and reduction of
legal issues in the economy, the consideration should be placed on following the
regulations that have been put forth by the manager in ensuring that the recruitment and
selection process is undertaken in an effective way. For instance, in the Hilton Hotel’s
advertisement for recruitment should possess the tagline that it offers equal employment
opportunities to all individuals.
 Employment Relations Act, 2004: The act was developed in 2004 with the basis of
ensuring that the employers conform to proper relationship and procedural activities that
will aid in increasing the cordial relationship existing in the organization (Hardy &
Butler, 2011). As a manager in Hilton Hotel, the responsibilities that are bestowed to the
HR manager includes being aware of the existing provisions regarding the employment
relations. The legal requirements and the ability of the unions should be put into
consideration before dismissing an employee. These aspects will be essential when
determining the appropriate measures that will aid in service delivery and equity in
provision of services.
 Employment Rights Act, 1996: This act stipulates on the need to develop measures that
will minimize the problems associated with human resource (Collins, 2010). The views
of the management is on providing the employees with opportunity for minimizing any
form of unfair dismissal and providing reasonable notice that will enhancing the
parenting of individuals (Hardy & Butler, 2011). Through considering the laws and
regulations of the organization, the human resource department should be based on
solving the conflict of employees and improving the efficiency of the operations. The
regulations that are provided in the law for the Hilton Hotel plays an integral role in

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minimizing dissatisfaction level and ensuring that the management can improve the
decision making process.
Task 3
3.1. Job description and personal specification
According to the study conducted by Nickson (2007), job description can be defined as the
detailed description of a given responsibility or role that is related to specific work. On the other
hand, Hayes & Ninemeier (2009) study claims that personal specifications are the capabilities
and qualities that one possesses that will increase the chances of employability for the job
applied. The decision tom employ an individual to a certain position is based on the link between
job description and personal specification and this is critical towards increasing the efficiency of
the operations in the long-run. However, there are other factors that can impact the decision of
the HR manager in the recruitment and selection process and they include employment laws and
the nature of the labor market. For Hilton Hotel HR manager, the job description and personal
specification for accommodation receptionist position are given as:
Job Description
Job Title: Receptionist
Organization: Hilton Hotel
Grade: 3
Location: Stratford City
Job Purpose:
The duty of the receptionist is to offer reception services to the Hilton Hotel’s guests and ensure
that they receive exceptional experience from the time they check-in to the term that they check-
out.

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Receptionist report to:
The senior accommodation manager
Responsibility of Staff Management:
None
Required Time:
The job entails working in shifts and one is expected to work for 5 days in a week (with a 2-day
off) and one should work for 8 hours daily
Roles and Responsibilities:
 Actively involved in telephone calls and coordinating with the third parties on the way to
improve the accommodation experience of individuals, input the data from the telephone
calls that are relevant in the Hilton hotel’s management system
 Ensure that the accommodation manager and the sales team are well informed regarding
the feedback received from the hotel’s guests and information that is relevant to other
departments should be distributed to respective departments
 Using Request Tracker in managing the company’s email and the response to the emails
received should be made within 24 hours
 Managing the bed stock and ensuring that sales revenue is maximized occasionally
 Receiving and processing payments from the clients such as cashing up, operation of till,
and undertaking reconciliation through articulating to financial procedures for the
department
 Providing the clients with information regarding the availability of offers when they
request

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 Liaising with the operations management team in resolving any guest complaints
regarding maintenance or faults reported in the hotel
 Conducting security checks and informing relevant departments
 Controlling the allocations of rooms and conference rooms when handing over rooms to
the respective clients within a given period
 Undertake administrative duties in ensuring that the operations of the hotel are conducted
smoothly
Personal Specifications
Qualifications Critical Required
Education: Above A Level √
Degree level √
Professional Qualifications √
Knowledge Critical Required
Experience acquired (receptionist) √
Event management experience √
Experience working in other organizations √
Skills and Attributes Critical Required
Effective written and verbal communication
skills
√
Organizational skills √
Team work skills √
Innovation and creativity √
Demonstrate knowledge of hotel industry √

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Ability to use hotel booking system √
3.2. Comparison of the selection process of different service industry businesses
The recruitment and selection strategy that is employed by the organization varies with
the nature of industry. There are numerous factors that can determine the efficiency of the
selection process and they include issues such as technology change, political, economic, and
dynamism in the labor market. In the case of hotel industry, there are distinct procedures that
need to be performed that can assure the management of the success level including the
appointment process of individuals, applicant’s pre-screening, setting-up interview for the
candidates and processing the relevant paper work that can be used in the organization.
The selection task that is conducted in the organization can be instrumental towards
achieving success in the workplace and maximizing the operations of the candidates in the
industry. Taking for instance, the case of Hilton and Marriot hotel, the recruitment process for
employees is based on standardized measures including communication, personal interview,
assessing the communication and interpersonal skills characterizing the preferred candidates.
With this in place, there is the expectation of increasing the efficiency of the operations and
ensuring that competitiveness of the employees in the industry is achieved.
In comparison with the restaurant industry, it is evident that there are distinct differences
with the hotel industry. The recruitment and selection process that is undertaken in the restaurant
industry can involve unique traits including face-to-face interview and phone interview. This
internal recruitment processes are essential in achieving success level in the organization and this
has been critical in understanding the capabilities of the employees.

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When looking at the external recruitment strategies employed by the organization in the
sector, the focus is on selecting the talented candidates while profiling employees based on
experiences (Hayes & Ninemeier, 2009). In addition, the differences in the economy can also be
evident where the job description and selection process are unique and it offers an opportunity
for adopting the unique measures based on the specifications of the candidates. On the other
hand, the manufacturing and construction sector relies on the physical attributes of an individual
when conducting the recruitment process. For laymen, the focus is not on the knowledge and
skills rather the requirements should be on the physical capabilities and fitness level that
characterize the individuals.
However, all these sectors are bound by the employment laws and they must conform to
the regulations and laws that have been put forward in the economy. In UK, the detailed nature
of the employment laws provide an opportunity for understanding the requirements that should
be followed and this will be the basis for improving the experiences of the employees and also
coordinating the operations towards achieving desired success level. With this in place, all the
employees have found the importance and relevance of employment laws in the society and they
understand the capabilities of different individuals in increasing the production capacity and
satisfaction level of employees.
Task 4
4.1. Assess the contribution of training and development activities
For effectiveness and success in the performance of a given service sector, training and
development needs to be undertaken as this will influence the success level in the operations of
the organization. The success of the training and development program provides an assessment

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on the link between training and induction program, which the HR manager can undertake. The
roles and suitability for conducting training and development are given as:
 Orientation of new employees: The training and development provides an opportunity
for the new employees to acquaint themselves with organization values, customs, and
culture and this improves their morale in the sector (Hayes & Ninemeier, 2009). For
Hilton Hotel, the focused training is critical in achieving high level of contribution and
overcoming any form of shortcomings within the organization.
 Improving employees’ performance level: Hilton Hotel is interested in opening 50
rooms situated in Stratford City, and for the consumers to be satisfied, the variety of
services offered should be of high quality. In achieving effectiveness of the employees,
the HR manager of Hilton Hotel needs to address the employees’ weaknesses and
shortcomings. Increasing the operations of the entity can be essential in enhancing
service delivery and improve the quality of activities.
 Increasing the satisfaction employees: The human resource department offers an
opportunity for encouraging the employees’ interaction and the responsibility of the
manager (Kusluvan, 2008). Taking for instance, the line manager can be influential in
increasing the satisfaction level of the employees. Hilton Hotel’s employees should be
motivated in increasing the production capacity and necessitating competitive edge in the
dynamic industry.
The training and development in Hilton Hotel offers an opportunity towards increasing
the efficiency of operations and realizing objectives of the organization. The skills in handling of
the employees, customer satisfaction, and having a critical knowledge area play an important
role in increasing the effectiveness of the operations in the organization. It is through training

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and development that Hilton Hotel’s management can appraise and improve the performance
level in the sector.
Conclusion
In this research report, it is worth noting that training and development in the
organization play an integral role in enhancing employee satisfaction and ensuring that
knowledge base on the availability of commodities and products in the workplace. Through
considering the various acts such as the Equality Act, Employment Relations Act, and
Employment Rights, the report provides a detailed assessment of the HR manager’s operations
and it can be critical in increasing transparency. It is the task of the manager to consider
implementing measures that will continue to increase the efficiency of operations in the long-run
and attaining the objectives of HR department of Hilton Hotel.
References

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Cartwright, R. (2013). Training and Development Express. Chichester: John Wiley & Sons.
Collins, H. (2010). Employment law. Oxford: Oxford University Press.
Hardy, S. T., & Butler, M. (2011). European employment laws: A comparative guide. London:
Spiramus Press.
Hayes, D. K., & Ninemeier, J. D. (2009). Human resources management in the hospitality
industry. Hoboken, N.J: John Wiley & Sons.
Hoque, K. (2013). Human Resource Management in the Hotel industry: Strategy, innovation and
performance. London: Routledge
In Barnard, C., & Askews & Holts Library Services,. (2012). EU Employment Law.
Kusluvan, S. (2008). Managing employee attitudes and behaviors in the tourism and hospitality
industry. New York: Nova Science Publishers.
Nickson, D. (2007). Human resource management for the hospitality and tourism industries.
Amersterdam: Butterworth-Heinemann.
Riley, M. (2014). Human Resource Management in the Hospitality and Tourism industry.
London: Routledge