Human Resource Management for Service Industries

This project examines the role of Human Resource Management in the service industry, focusing on the Hilton Hotel as a case study. It analyzes key HR functions, including recruitment and selection, training and development, and employee relations, and their impact on business objectives. The project also discusses the current state of employment relations and the impact of employment laws on HRM in the hospitality sector. Desklib provides past papers and solved assignments for students.

HUMAN RESOURCE
management in
service industry

Contents
INTRODUCTION.....................................................................................................................................3
TASK 1.......................................................................................................................................................3
1.1 Roles and purpose of human resource management....................................................................3
1.2 Human resource plan...................................................................................................................5
TASK 2.......................................................................................................................................................6
2.1 Current state of employment relations Impacts of employment laws effects the HRM.........................6
2.2 Impacts of employees affects the HRM.............................................................................................6
TASK 3.......................................................................................................................................................7
3.1 Job description and person specification............................................................................................7
3.2 Compare the selection process of different service industries business.............................................9
TASK 4.......................................................................................................................................................9
4.1 Contribution of training and development activities to effective operations......................................9
CONCLUSION.........................................................................................................................................11
REFERENCES........................................................................................................................................11

INTRODUCTION
Human resource denotes to overall workforce employed in an organization and how they
put determinations on daily basis to accomplish a desired goals of the business. They refer as key
assets of a organization as they plays an significant role to conduct various operational procedure
and activities along with accomplishing target goals which enables to achieve development of
business in future. Human resource management is responsible for maintain these people in their
organization. Human resource management is also responsible for recruitment and selection of
employees, health and safety, compensation, performance appraisal, training and development
etc. They manage all the activities of the organization (Armstrong and Taylor, 2014). In this
chosen organization is Hilton Hotel which deals in hospitality. It was established in May 31,
1919 by Conrad Hilton. Its headquarter situated in Virginia, US. In this report include
importance, roles and purpose of human resource management and human resource plan based
on demand and supply. In this consist current state of employee relation and different employee
legislation and laws. In this also include person specification and job description and selection

process of different sectors. Al last they consist, training development which contribute in
effective activities and operations.
TASK 1
1.1 Roles and purpose of human resource management
Human resource management defined as to maintain complete staffs working in a business
through assigning desired jobs to them. It is useful to assign diverse operational undertakings and
responsibilities to workforce according to their ground of knowledge so that extreme
productivity can be attained in good manner, though, it is significant to create various effective
plans or policies in respect to conduct administration of human resource in exact way. Besides, it
will deliver helps to decrease work burden and help to achieve desired aim on necessary time of
period. In Hilton Hotel, the HRM can be directed in more efficient as well as effective way so
that extreme efficiency can be attained on daily basis which outcomes into improved profits of
organization successfully.
Importance of HRM:
There is many importance of HRM which are as follows:
Recruitment and selection: The main importance of HRM that they recruit and select
best candidates for the organization. They create advertisement for attracting the people towards
their company and select best and skilled candidates from them. HR managers of Hilton hotel
should select skilled and qualified people for their hotel and increase efficiency.
Maintaining a good environment of work: HR managers of Hilton hotel should maintain
the strong environment of workplace in which employees perform in better manner for the hotel
and increase its profit as well as efficiency. Being enjoying and comfortable of the environment
in the work place support bring out the effective performance of a worker.
Performance measurement and improvement: HR manager’s objective to have workers
influence their full potential in respect to work and giving healthy feedback and suggestion for
improvement. In Hilton hotel, managers should provide information time to time to their
employees in respect of their performance. This support to workers have a better or concrete
understanding of their duties and roles in the work.

Purpose of HRM
Performance management: It can be defined as to evaluate gap between values of
working and actual performance of workers along with appraising effective methods to
overcome with this. It includes to deliver appropriate applied information to achieve a tasks in
good way through achieving improved results regularly (Chelladurai and Kerwin, 2017). In Hilton
Hotel, they must conduct performance supervision to achieve effective productivity that support
to achieving consumer satisfactions appropriately.
Achieve objectives: There are various aims which are established in company in several
market tendencies and condition of brand in place of market that is mandatory to be attained in
appropriate way. It includes to create a proper plan to assign goal to different employees by
directing effective administration among them in which desired objectives and goals can be
achieved successfully. In Hilton Hotel, managers should maintain their employees in correct
manner so that necessary goals of increasing consumer and demand of brand in place of market
can attained appropriately along with gaining more profit and market share.
Role of HRM
Training & development: This defines to conduct best knowledge and educational
seminars or events for workers in respect to improve their abilities and skills that influences
effectively on their work. In Hilton Hotel, it is essential to establish training programs to increase
abilities of workers which generates opportunities for employees and increase their efficiency on
daily basis.
Working together: HR professionals and managers perform together to
employees’ knowledge and skills. In Hilton Hotel, HR professional’s give instruction to the
supervisor and managers that how to allot different roles to the employees in the business.
1.2 Human resource plan
The human resource plan is prepared for the appropriately observing and control the activities
in work place and evaluating future and current needs of human resource in this sector. In the
context of Hilton Hotel, human resource plan based on demand and supply are as under:
Scenario planning: Hilton Hotel adopt the changes in their scenario of business
which should be in flexible form in the planning of human resource (Arnaboldi, Lapsley, and
Steccolini, 2015). This human resource planning should be effective and have an ability to sense

the fluctuations occur in the atmosphere. It is strong sufficient to create best out of the chances
confronted in the hospitality industry.
Forecasting of demand or supply: Hilton Hotel desires to deliberate the existing demand
for persons as per the terms of quantity and talent to develop their plans. It is very substantial for
the Hilton hotel to get workable competitive improvement and accurately estimate the demand in
esteem to escape more employees cost in order of surplus employees and escape also scarcity of
workforces. They approximation on the behalf of current and future plans of reduction and
expansion.
Resourcing strategy: Resourcing policy of Hilton hotel’s core objective is to increase
competitive gains through the staffs of the business that is sustainable for lengthy time of period.
This hotel can decline the staff cost and improving the productivity of the personnel.
Resourcing: The business’s design of resourcing generally reflected some activities that
would be essential to set up, attract and select human resources. The extreme attractive idea is to
deliver the workforces with lower price, thus attract staffs by interpreting them with developing
chances and effective work atmosphere.
Analysis for work environment: Hilton hotel essential to progress an environment that
assist them to accomplish skills and aptitudes and Hilton would be emphasizing in emerging this
type atmosphere. The workplace atmosphere plays an essential charisma in the enactment of the
workforces.
TASK 2
2.1 Current state of employment relations Impacts of employment laws effects the HRM
Human resources management’s main character is employee relations
management and it is focused on conserving an effective relationship among the
employer-employee in the enterprise as it motivates the staffs, encourages them,
and arises the output and morale of the employees (Arnaboldi, Lapsley and Steccolini,
2015). The employee relations at Hilton hotel resolve the problems that are
happened by the staffs that are really troubling the workplace
circumstance. effective communication would be continued among the personnel
and the human resources so that the workforces do not have to surface problems.
If this types circumstances are increases, then communication between them must
care them to resolve the problems. The administration of employee relations must
deal with the such components that are as follows:
 Policy affecting to escape labor’s refinement.
 Rules and duties connection to the monotonous of work.
 Employment contract.
 Enactment and applying the legal and contractual rights.
 Distinction between legal work rights and contractual engagement
rights.

This enrichment the competitive gains for the firm and hence this is appropriate to maintain
effective employee relations in which above specified dynamic features are improved between
employees of the business. Hilton has great amount of implication for the employees’
relationship and it deals with the employee job fulfilment, output and encouragement which are
important in the service industry. The hospitality industry clearly distinguishes between
employee legal rights and employee contractual rights. In Hilton, the employment contract must
be scheduled protection into reflection the necessities of the hospitality
industry. All the staffs are conscious and concerned of the working time,
discipline at workplace, termination of employee contract, overtime rule
and discipline at workplace. The employee relationship accomplishes high
meaning in Hilton hotel as per to build well and long worker relations and it
growths the value to the competitive gains of the organization.
2.2 Impacts of employees affects the HRM
Government and legal authorities enforces many laws and legislation to protect
employee’s interest and rights which are as follows:
Equal pay: This law emphasizing on the component in which both
women and men would be paid in the same way. The pay would be
providing to the labors must be contingent on the abilities and knowledge of
the labors in the hospitality sector.
Trade unions: Trade union is an act of protecting the interest of
workers. Hilton support to safeguard the rights of the workers and also
protect their interest. The main objective of these laws is to maintained the
motivation of employees and ensure that they placed in the good of their
efforts of any kind work are undertakes by them. This support in enhancing
the entire worker’s efficiency that support to make satisfied consumers and
also maximize the profitability of the hotel in the service industry.
Equal opportunities of employment: This law confirms that all the potential
workers acquire an equal employment opportunity in the service industry
regardless of any judgement on color, caste, sex, religion, nationality. Hilton
should treat equally to all their workers so, then can better performance of
work.
Duty of the care: This law ensure that a healthy and clean environment
and workplace are provided to their employees for better performance of
work. Employees have a right of their safety and health. Hilton should be
providing healthy work place to their workers so then can easily achieve
organizational goals (Baum, 2015).
Thus, it is observed from the above description that entire parts of
employment right act and employment relation act are lawful for the Hilton
hotel. Employment act of right are legal for human resource for Hilton

where the Hilton hotel have not acquired the right to differentiate between
two workers on the base of religion, race, gender etc. on the further hand,
act of minimum wages regulates the paid the minimum wages to the
workers in this hotel and according to this manager needs to decide wages
of employee.
TASK 3
3.1 Job description and person specification
PERSON SPECIFICATION
Job title: HUMAN RESOURCE MANAGER
Criteria Essential Desirable
QUALIFICATIONS MBA with Human Resource
specialisation
Full time MBA
RELEVANT EXPERIENCE
should have an knowledge of
minimum 2 years
Essential to have a training
diploma from any reputed and
well know company for more
than 8 months.
SKILLS AND
COMPETENCIES
 strong communication
and influencing ability.
 Proper knowledge of
practices of human
resource and its
implication
 Leadership Skills
 Performance Skills
 Management Skills
 Know in what way to
manage relationships
with employees and
customers.
Job Description

Job Details
Post: Human Resource Manager
Department:
Job Summary
 All the regulations and law should be applied effectively.
 Report economic position by making and forecasting report over commercial information.
 Considerate resource availability by evaluating cash flow and net worth of company.
Roles & Responsibilities
 Managing and Developing financial.
 Liable for expressing strategical idea.
 Control the cash flow and expense.
 Liable for preparation of long time business strategy.
 models Interpreting and Collecting accessible information for making budget,
report, financial and commercial information.
 Coup up with conflicts of workers during their actions.
 Managing the employees over their work.
3.2 Compare the selection process of different service industries business
Selection defines to the activities of hiring right candidate with essential skills and aptitude at
vacant post within an enterprise by choosing a candidate from the existing applicants. This is the main
task of human resources manager that concentrate on building up a great trained manpower which
contribute to the achievement of company. Hilton is well identified international hotel and one amongst
the challengers of Marriott hotel. Hilton keep a good relation with administration related edifying
institutions from where it finding and select new talent in the company (Collings, Wood, and
Szamosi, 2018). But this selection is not restricted to fresher’s somewhat company also choose
applicants from outside the company.
There are some components of selection process which are related to Hilton hotel:
 Hilton giving advertisement which is related to vacant post of organization’s websites
and related selection sites.
 After getting candidates information then applicants’ CV are screening and being done
for choosing the applicants with effective skills.

 After that, selected applicants are sent for round of interview where their knowledge
and skills are tasted.
 After passing all these above steps, their behavior and background are also checked and
after suitable applicants are hiring for the job.
Marriott Hotel have some talented and qualified employees which help to hotel to maintain
satisfaction of its consumers and retain them for long time. There is selection process which
are as follows:
 They create advertisement for vacant post in newspapers, recruitment websites and
site of company. Where candidates can gather information about vacant post and
mail their documents along with CV.
 In this, required skills and qualified candidates are called for interview.
 After clarifying the interview round, Marriott conduct other rounds of selection
process in which includes group discussion, written test etc.
 Once candidate clear all the taste and round, then they selected for job.
TASK 4
4.1 Contribution of training and development activities to effective operations
Training and development can be defined as activity of learning and educational
programs in respect to improve skills and knowledge of employees. It provides helps to improve
both personal and professional career because knowledge will create various chances for future
and advantages to organization in respect of enhancing productivity on daily basis. Though, it
will enable to adopt new technology in operations which helps to generate better productivity
with perfection in respect of achieving satisfaction of consumers (Sheehan, 2014). Advanced
technology is helpful to create brand and product more effective and attractive among people.
Furthermore, it provides helps to attract new consumers among withholding the existing ones
enables to attain progress of business. Hilton Hotel should establish effective training and
development programs which contribute in operations.
Increase efficiency of processes: The improved knowledge and skills level of persons
support to increase effectiveness of operating procedures and they are carried out properly
through putting appropriate efforts. It comprises to speed up the entire actions which supports to
supply goods and services on proper time to satisfying the requirements of consumers properly.
Furthermore, Hilton hotel should also expand their operative effectiveness with the support of
increasing abilities of employees through training programs.

Improve coordination: The upgraded knowledge and skills through effective informative events
deliver support to create better cooperation and coordination among employees of operations. It
will enable to do several tasks through group work by producing effective outputs that outcomes
into effecting goals on desired period. In Hilton Hotel, they are essential to improve abilities of
workers so that they can betterment of their coordination with further employees to conduct
processes effectively.
Increase productivity: This referred as improved results from every employee that assist
to improve overall output of a business. It is useful to deliver services and goods to consumers on
desired period which is useful to serve them properly along with attaining their fulfillment as
well(Purce, 2014). In Hilton Hotel, they must organize training programs to improve knowledge
of employees which enables to improve output of business.
CONCLUSION
From the above given report, it has been summarized that human resource is a key assets
of an organization. Human resource management is very effective department of an organization
who select the best and skilled human resource from outside the business. They provide training
and development to their employees and enhance their productivity for achieving business goals.
Human resource plan are reflecting the overall scenario of business and efficiency of the
business. Good employee relation is very essential at workplace which give positive and stress
free environment to their employees in which they give their best to the organization. Different
employees’ laws and legislation is very important to adopt for an organization which is protect
the rights and interest of employees and satisfied all their needs which encourage them to
provide better productivity to the organization. Training and development improve the skills and
qualities of the employees and increase their knowledge.
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