Employee Information System

The selection process at Hilton Hotel involves four rounds: CV shortlisting, online application, video interview, and face-to-face interview. On the other hand, the selection process at XYZ Corporation includes six stages: job posting, resume screening, phone interviews, video interviews, panel interviews, and final interviews. Both organizations have a rigorous selection process in place to ensure they hire the best candidates for their respective roles.

HUMAN RESOURCE MANAGEMENT
IN SERVICE INDUSTRIES

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
1.1 Role and Purpose of Human Resource Management............................................................1
1.2 Human Resource Plan for Hilton Hotel Stratford..................................................................3
TASK 2............................................................................................................................................5
2.1 Current State of Employment Relations...............................................................................5
2.2 Effect of Employment Law on the HRM of Hilton Hotel.....................................................6
TASK 3............................................................................................................................................7
3.1 Job Description and Person Specification.............................................................................7
3.2 Comparing Selection Process in Different Organization.......................................................9
TASK 4..........................................................................................................................................11
4.1 Contribution of Training and Development (T&D)............................................................11
CONCLUSION..............................................................................................................................12
REFERENCES..............................................................................................................................13
LIST OF FIGURES
Figure 1: Role and Purpose of HRM...............................................................................................2
Figure 2: Process of Human Resource Planning.............................................................................4
Figure 3: Comparing Selection Process at Hilton and BA............................................................11

INTRODUCTION
With the rise in time, role and significance of human resource management is increased
up to certain extent. Earlier HRM is only viewed as a part of management that adds cost to
company without adding much value to it. However, with the change in time and rise in rivalry
among industry, role of HRM increased immensely. Now a days companies are focusing on this
concept so that they can retain their skilled and talented employees. Also, several studies in this
domain suggested that with proper HR practices, company can able to enhance it productivity
and efficiency in the market place (Bondarouk and Ruël, 2009). With such studies, HRM is
being perceived as one of the crucial management area that aids in attaining business objective in
an effectual manner.
With this scenario in focus, present report is prepared for gaining deep insight about the
significance and role of human resource management within the context of service industry. In
this regard, Hilton Hotel is taken into account which is currently opening its operation in
Stratford city. Here, varied services will be offered to both leisure and business travels. Main
purpose of this report is to brief about concept of HRM in service sector, effect of employee
relation and employment law on the cited company, gaining idea about the recruitment and
selection of employees. In the end, focus is laid on training and development of employees
within service industry.
TASK 1
1.1 Role and Purpose of Human Resource Management
Human resource management is a discipline of management that deals with personnel
and it majorly focuses to empower them so that their performance and efficiency can be
increased. It also focuses on recruitment and selection so that vacant position within the
company can be filled. Additionally, HRM deals with personnel management, motivation,
succession planning, training and development, talent management and other related aspects that
help in developing sound base of employees (Dowling, Festing and Engle, 2008). In this context,
following are the roles and purpose of HR manager of Hilton Hotel Stratford:
I. Planning and Forecasting: It is required that HR manager of mentioned company must
conduct HR planning so that they can able to gain information with respect to number of
vacancies in the hotel. From this, they can forecast about the number of employees that
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will be require in near future for filling the vacant position. Additionally, HR manager of
the company possess the role to assess the demand and supply of individuals in market
place so that they can develop strategies upon it. This helps the company in managing its
operation in effectual manner and also helps in offering sound services to guest of the
Hilton hotel (Jiang and et.al., 2012).
II. Recruitment and Selection: It is one of the key purpose of HR as employees are required
by the company on regular basis. In this context, Hilton hotel conducts both internal and
external recruitment by considering the need of employees so that they can manage their
operation in desired manner. Additionally, 5 stage selection practice is followed at the
hotel for middle level employees so that best and skilled candidate gets selected from it.
These steps includes, preliminary interview, written test with regards to field, intellectual
test, HR level interview and final interview where salary is negotiated and joining letter is
offered (Ngo, Lau and Foley, 2008).
Figure 1: Role and Purpose of HRM
III. Monitoring of employees: In addition to it, HR needs to monitor the performance of
employees so that it can be managed accordingly. In the cited hotel. 360 degree appraisal
is done in which feedback and reviews are taken from different personnel for specific
employees. This aids in gaining actual information about the performance and behaviors
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Role and
Purpose
of HRM
Planning
and
Forecasting
Recruitment
and
Selection
Monitoring
of
employees
Training and
development
Reward and
Recognition

of the employees. With the help of it, decision regarding retention and yearly appraisal is
taken by the manager.
IV. Training and development: It is required to offer training and development opportunities
to employees so that they can perform well and can also work as per the industry
standards. In this context, Hilton offers training to employees on regular basis in order to
enhance their competency (Ryan and Kossek, 2008). Additionally, company is able to
boost the career opportunities of employees by offering them training on regular basis.
This certainly motivates employee and hence aids in boosting overall performance level
of the employees at cited hotel.
V. Reward and Recognition: Last but not the least, HR of Hilton hotel aims to offer rewards
and recognition to employees so that they can feel motivated. In this context, manager
offers rewards to employees on quarterly basis in which based on their performance and
extra efforts. In this context, review from customer are been assessed so that deserving
employee gets the rewards. Rewards are in form of monetary terms in which either gift
vouchers are offered or prepaid credit card (Subramony, 2009). On the other hand,
practice of recognition is done on social media, notice board and through official email
ID of employees so that social needs of employees get fulfilled. In this regard, company
is able to motivate employees to its fullest.
1.2 Human Resource Plan for Hilton Hotel Stratford
Human resource plan can be referred to a practice of analyzing the requirement of
employees within organization so that same can be recruited in due time. In this context, HR
manager assess the demand and supply of employees in the economy so that decision regarding
recruitment can be taken. In this context, following are the process of human resource planning
within the context of Hilton Hotel Stratford:
 Assessing the requirement of human resource: This is the initial stage in which
requirement of personnel is assessed within organization. For this, HR manager focus on
resignation letter that attained from existing employees. Also, requirement of manpower
is assessed by seeing if there will be any work load in near future or not. In addition to it,
HR manager also assess the external and internal environment so that needs of personnel
in the organization can be assessed (Pichler, Simpson and Stroh, 2008). Through this,
preliminary decision is made for recruitment and selection.
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 Forecasting the demand for personnel: After assessing the needs of employees, demand
of personnel is analyzed. In this context, external environment helps in identifying of
there will be need of additional employees or not. From this, actual number of vacancy in
the operation of mentioned hotel is identified. Based on it, company is able to initiate the
recruitment practice so that they can handful candidates at the time of selection (Harzing
and Pinnington, 2010). Through this, Hilton hotel is able to manage the situation of
workload at the time of season and hence sound services are offered to employees.
Figure 2: Process of Human Resource Planning
 Assessing the supply in economy: After analyzing the demand, it is required to assess the
actual supply of employees in the economy so that decision with regards to pay can be
taken. In case, if there is low supply of individual then Hilton needs to hire employees on
higher pay and vice versa. Apart from it, manager of cited organization also takes
decision regarding to practice internal recruitment or external recruitment and it majorly
depend upon the availability of skilled employees in the marketplace (Erasmus and
Schenk, 2008). For assessing the supply, company even makes contact with different
bodies that offers skilled employees such as 1st People and BHA (British Hospitality
Association).
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Assessing the
requirement
of human
resource
Forecasting
the demand
for personnel
Assessing the
supply in
economy
Development
of action plan

 Development of action plan: Based on demand and supply, an action plan is made by the
manager within cited company regarding recruitment and selection of employees. In this
context, managers decide either to go for internal or external recruitment. Also, target is
offered to assistant to HR to call the candidate for interview so that vacant position in the
company can be filled by skilled and talented employees (McClean and Collins, 2011).
Hence, these process of HR planning is followed in Hilton hotel that aids them in managing the
situation of shortage and surplus of employees.
TASK 2
2.1 Current State of Employment Relations
Employee relation is one of the significant part of organization that helps in gaining high
amount of support from the employees. Through this, company is able to attain their objectives
by offering sound and effectual services to customers. Also, it aids in motivating them and
ultimately supports in gaining commitment from them so that organization is able to boost their
competence in the market area. In addition to it, employee relation is a legal aspect among
employee and employer that aids in offering right to employees along with significant opposition
at the workplace. Based on it, company is able to minimize the changes of discrepancies and
unethical practice from which support and commencement level of employees gets affected
(Budhwar and Debrah, 2013).
Considering this, Hilton hotel focuses on employment relations for the purpose of
deriving high value for nation and staff as well. With the help of it, the company is able to craft
its policies and norms from which welfare to employees is done. From this, hotel management is
able to offer same amount of rights and equality to employees that certainly develops the morale
of personnel. Through this, development of staff member is attained and hence company is able
to function with industry standards (Guest, 2011). It is evident that current state of employment
relations is highly effective that aids in developing appropriate competitive position in the
economy.
Apart from it, Hilton has developed its organizational structure in which it has highly
focused upon national policies of the workplace. With the help of it, brand image of Hilton has
increased at the global level from which large number of individuals wants to work with this
organization. Beside this, trade union epitomizes the employees through which ethical and sound
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working practices are followed within the operation of mentioned hotel. Another benefit of this
policy is that employee is able to raise voice against any unethical activity from which rights and
self respect of individual is hampered. In addition to it, chances of discrimination at the
workplace of Hilton are reduced and hence equality is worshipped (Akhtar, Ding and Ge, 2008).
Apart from it, the hotel has maintained healthy relation with the employees that certainly helped
in reducing the issues of employee conflict and disappoint at the workplace.
In addition to it, concept of collective bargaining system aids in developing a base where
demand and needs of staff can be presented in front of the employer. Through this, a platform is
developed for Hilton where negotiation and bargaining from both the side (employee and
employer) is done on any specific issue. With this, mutual decision is taken from which welfare
to both employee and employer is attained and hence it aids in developing healthy relations with
the staff member. Through this, staff of motioned hotel is able to gain their rights and needs that
certainly developed positive workplace (Foot and Hook, 2008). Through this, sound working
environment is offered to employees that aids in offering high value to management and in-house
guest of the hotel.
2.2 Effect of Employment Law on the HRM of Hilton Hotel
It is essential for company irrespective of their industry to adhere with employment law
so that legal rights of employees can be offered. In this context, employment law focuses on
addressing the legal rights of employee and employers. It aids in defining the legal capacity and
expectation of both the parties and it helps in covering provision for employment contract and of
dismissal. These set of laws plays a significant role in developing sound and effectual
employment framework within Hilton Hotel. Based on it, there are certain legal obligations that
need to be focused by the company so that rights of employees are not overlooked in any
manner. Considering this following are the effect of varied employment law on the functioning
of Hilton Hotel:
o Equality Act 2010: This particular act defines that each and every employees must be
given equal chances and preferences at the workplace. It highly emphasizes on
minimizing the situation of discrimination of any nature to employees from which their
morale can be hampered. It further states that discrimination must not be practice on any
grounds i.e. age, sex nationality, culture, beliefs or any other demographic factor. Due to
this law, the hotel has developed sound recruitment and selection policy in which
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applicant are offered equal opportunity to showcase their skills and competency
(Lengnick-Hall and et.al., 2009). With the help of it, company is able to develop a
workplace which is culturally diverse and employees are able to work in a cross cultural
team where better ideas and suggestion are attained for addressing any problem or issues.
However, company faces issues in the initial days when employees with different culture
on the organization and works in a team that has diverse employees.
o Health and Safety Act 1974: Another set of employment law focuses on health and safety
of the employees so that welfare to employees is attained. It is the duty of management of
Hilton to offer sound and safe work place to employees where their productivity gets
increased and hence they able to attain the business objectives in an effectual manner.
Same is adhered by the company and necessary adjustment has been made by the
company (Purce, 2014). In addition to it, management of the hotel offers proper training
and development to employees where they are given information about the act that needs
to be taken at the time of emergency or mishap. Through this, life of employees is saved
and hence they feel secured while working at the workplace.
o Working time 1998: Another law with respect to employment is related to working time
for employees. Based on this law, specific hour per week is set by the regulatory bodies
and company needs to ensure that same is practiced irrespective of work load. Due to this
law company faces change in managing their work and hence it needs to hire more
number of employees for same job role so that they can effectively work in a shift.
However, company is able to manage the same and hence its brand image is developed
within the context of offering sound working hours to its staff member. Further, this law
also focuses on giving break in between the work so that employee’s doesn’t feel stress
(Sharma, 2013). Same is incorporated by the Hilton so that overall productivity of
employees gets increased.
TASK 3
3.1 Job Description and Person Specification
Job description can be referred to a list of activities that comprising general task,
responsibilities, functions that one need to be conduct on regular basis. With the help of it,
candidate came to know about the series of task that he/she need to perform while working on
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particular job profile. With the help of it, company is able to determine the specification for
employees so that appropriate and skilled employees can be appointed. In this regard, person
specification can be referred to a statement that includes description regarding minimum
qualification and skills that a candidate must possess while applying for the specific job (Hendry,
2012). It is required that company must develop proper job description and person specification
so that they can recruit and select employees as per the requirement. Considering this, following
are the job description and person specification for recruiting receptionist at Hilton hotel.
Purpose of the Position
The receptionist is liable for offering secretarial, administrative and clerical support to the
hotel. Additionally, it also needs to help the customers in addressing their needs and wants in
effectual manner. Apart from it, receptionist must support general managers in making the hotel
operation smooth and effective so that better services to customers can be offered.
Key Responsibilities
Underneath are the key responsibilities that must be fulfilled by the receptionist at Hilton
hotel
1) To meet, greet and attend the guest and addressing the needs of customers in desired
manner.
2) To develop sound rapport with the guest and settle the issues or grievances with high
priority
3) To deal with the requisite made by clients and to ensure fulfil the same.
4) To resolve the grievances of the customer in the courteous way and doesn’t make them
wait for longer for the same.
5) To generate fast and accurate billing of the services taken by guests.
6) To ensure that front office is clean and clear every time as it is the first place where
customer makes contact with the staff.
7) To follow generic duties with regards to emails, switchboards, correspondence etc.
8) To record the information related to room booking in effectual manner.
9) To follow up on the problems related to housekeeping and maintenance.
10) To have whole commend on the reservation and cancellation of room booking so that
better services can be offered to guest.
Skills and Experience Required
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o Frank and pleasant behavior
o Good command on dressing sense and presentation
o Power to remain calm at the time of conflict
o Can work without any supervision
o Sound administrative skills
o Effective interpersonal skills
o Good command on language
o Proper time management skills
In order to recruit candidate for the above job profile, following person specification is ben taken
into account by Hilton Hotel:
Qualification
 GCSE Standard English or equivalent
 Bachelor degree in management or equivalent
Experiences
Must have work at bust hotel reception for at least 1year
Experience of working with secretive information
Possess skills to complete work in the deadline
Skills
 Must have sound oral and written communication skill
 Ability to learn new thing
 Compute proficiency with MS Office
 Ability to detect errors
 Can offer sound customer service
Personal attributes
 Can communicate in different languages
 Must work in pressure
 Can develop sound working relationship
 Adaptable
 Self-motivated
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 Can work in a team
3.2 Comparing Selection Process in Different Organization
Selection process can be referred to a practice of choosing most skilled and talented
candidates so that vacant position can be filled. With the help of it, company is able to develop a
base of highly skilled employees that can accomplish the business objectives in an effectual
manner. In this context following is the discussion made on comparing the selection process at
Hilton with that of British Airways which is another service industry company.
Selection process at Hilton
Hilton being a giant hospitality firm follows definite process of selection so that most
skilled employees can be selected. In this regard, it follows 5 step procedure that initiates with
preliminary test in which general information related to employees is taken. Here, they are asked
to fill an applicant form as well. Afterwards, written test is taken based on the field of candidate
so that filtering can be done. Pass candidates from this moves towards intellectual test in which
general aptitude and intelligence test in conducted. After this, HR level interview is done in
which reference is checked and mental state of applicant in assessed (Avey, Luthans and Jensen,
2009). Finalize candidate moves to final interview where salary is negotiated and joining letter in
offered to most likely applicant.
Selection process at British Airways
On the other hand, British Airways being an aviation company follows more complex
selection procedure then that of Hilton Hotel. This procedure comprise of 6 rounds that initiates
with CV shortlisting based on skills and qualification of the applicants. Afterwards, group
discussion is conducted in order to check the mental state and thinking power. From this,
candidate is filtered and moves to panel interview where field related question are asked by the
interviewer. Candidate that pass in this test are move forward to simulation test in which they
need to tackle real world scenario in a controlled environment. After this, HR interview is
conducted and key information regarding candidates is collected and a profile is prepared based
upon it (Chen and Huang, 2009). On the basis of it, final interview is taken place and job is
offered to most skilled and top ranking candidates.
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Figure 3: Comparing Selection Process at Hilton and BA
TASK 4
4.1 Contribution of Training and Development (T&D)
With the help of training and development, company is able to gain high amount of
benefits in terms of high productivity, efficiency and rise in competency of the employees. In
this context, following are the contribution of training and development to the Hilton Hotel:
 Employee Performance: From T&D, performance level of employee gets increased and
essentially helps in offering sound services to customers. With this, competency of the
hotel is even increased from which edge is attained in the market place. Additionally, it
helps in offering standard service to customers that certainly boost the customer
satisfaction level (Bratton and Gold, 2012).
 Constant performance: Through this practice, Hilton hotel is able to gain consistency in
the performance of employees that aids in offering appropriate and required services.
Also, it minimizes the situation of deviation at the workplace from which loyalty from
guest in attained. This enhances firm effectiveness in the market.
 Job satisfaction: Further, training and development make the employee effective in their
working from which they can complete their work in set time frame. Through this,
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Selection at Hilton
Preliminary test
Written test
Intellectual test
HR level Interview
Final Interview
Selection at British Airways
CV Shortlisting
Group Discussion
Panel Interview
Simulation
HR Interview
Final Interview

satisfaction is attained to them from which company is able to retain more of employees
(Training and Development - Meaning, its Need and Importance, 2015).
 Low employee turnover: Another contribution of this approach is that it reduces the
attrition rate in the company from which company need to incur low cost on recruitment
and selection. Also, it aids in minimizing the operational issues that arises at the cited
workplace (Schuler and Jackson, 2008).
 Adapt to change: Another context of T&D is that it makes employees adapt to changes
and they did not resist for same. It makes them conformable to adapt changes as they
have attitude to learn new things instead of restricting themselves to old method of
working. With this, Hilton is able to incorporate new set of practices in their operation
that certainly aids in boosting the efficiency level of business (Storey, 2014).
Hence, it can be articulate that training and development act as a path through which company
grows to next level and surpasses their standard level in an effectual manner .
CONCLUSION
With the help of this report, it has been found that human resource management plays a
significant role in boosting the efficiency and competence of the company. With the help of it,
most skilled employees are selected from which company is able to meet with objectives. It has
been found from this report that significance of human resource is even crucial in the service
industry as here, employees are used majorly for offering services and dealing with customers.
Due to this, need of HRM is very high within the context of service industry so that employees
can be motivated and their performance can be boosted (Armstrong and Taylor, 2014).
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REFERENCES
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Online
Training and Development - Meaning, its Need and Importance. 2015. [Online]. Available
through: <http://www.managementstudyguide.com/training-and-development.htm./>
[Accessed on 10th December 2015].
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