Human Resource Management in Hospitality Industry

This assignment provides a detailed analysis of human resource management (HRM) in the hospitality industry. It includes a discussion on the external environment factors that affect HRM, the current state of employment relations, and various laws and regulations related to the industry. The report also describes a selection process for hiring employees and training and development activities undertaken in the hospitality sector.

HUMAN RESOURCE
MANAGEMENT IN SERVICE
INDUSTRIES

Table of Contents
INTRODUCTION .....................................................................................................................................3
TASK – 1.................................................................................................................................................3
1.1 Role and purpose of human resource management in Hilton Hotel...........................................3
1.2 Justifying a human resources plan on the basis of evaluation of supply and demand for Hilton
Hotel....................................................................................................................................4
TASK – 2.................................................................................................................................................5
2.1 Assessing present state of employment relations in Hospitality Industry...................................5
2.2 Employment law and its effects on management of human resources within Hilton Hotel........6
TASK – 3.................................................................................................................................................7
3.1 Discussing in relation with job description and person specification for Hilton Hotel.................7
3.2 Comparison of the selection process of different Hospitality companies....................................9
TASK – 4...............................................................................................................................................10
4.1 Contribution of training and development activities to the effective operation of Hilton Hotel
...........................................................................................................................................10
CONCLUSION ......................................................................................................................................11
REFERENCES ........................................................................................................................................12

INTRODUCTION
Human resource management can be described as a very important part of each and
every organisation whether it is in service sector or business sector. It is the duty of HR
manager to manage their staff in an effective manner so that they can perform properly in the
organisation and helps in achieving the goals of the company as well. The main role of HRM
can be considered as Recruitment as they have to recruit efficient manpower for performing
job functions. The organisation that will be mentioned here is Hilton Hotel, which is one of
the best Hotels in UK. This report will cover role and purpose of HRM in hospitality industry
and will also develop a human resource plan. Along with this, state of employee relation and
effect of employment law will be discussed. The later part of the writing will throw light on
recruitment and selection and training & development activities in Hilton Hotel.
TASK – 1
1.1 Role and purpose of human resource management in Hilton Hotel.
Human resource is a very important part of every organisation and from the last 6-7
decades, it has been realised by the business organisations as well. The hospitality industry
has also realised that their employees are the most important asset of their organisation.
Especially in the Hotel business, if the staff members are qualified and efficient then they will
be able to give good services to their customers and thus it will be easy for customers to
distinguish that which Hotel is good and which is bad. The workforce in hotel business
involves waiters, receptionists, managers etc. and they are having a direct contact with the
guests so it is clear that they play a very important role in achieving the goals and objectives
of the hotel. The quality of service they will to their guests will induce the customers to visit
the hotel again.
In case of Hilton Hotel, their HR department is having the responsibility to hire
efficient employees as their performance will have a major impact on the hotel business.
Since , Hilton is working exceptionally well in the hotel industry so it can be assumed that the
staff present there is well qualified and efficient as they are giving their services very
diligently.
The role played by HR Managers in hospitality industry with reference to Hilton hotel are as
follows:- Planning and Forecasting – Planning can be defined as the process through which
the HR manager estimates the need of human resource in organisation. It is a
necessary step because through this HR department will help the company in fulfilling

the business strategies of the company and employing right no. of employees required
in an organisation. The HR manager of Hilton hotel is also playing this effective role
in the company and thus the staff present there is appropriate. Recruitment – This is considered as one of the most important function played by HR
Manager as the employees which are hired helps the organisation in facing the
competition of the market in an effective manner. It is necessary for the HR manager
to recruit right candidates for right profile because then only work will be conducted
in a smooth manner. Hilton hotel hires their candidates through colleges and
universities and then a complete selection process is being conducted. Training and Development of employees – It is also one of the crucial role that is
played by HR managers. Through training, the employees of organisation get to learn
lots of new things which eventually helps them in performing their job in an effective
manner.
 Maintaining Relationship of employees – This is considered as the basic role of HR
manager because if the relationship between employees will not be fine then they will
not be able to do their job in a proper manner and neither will they work in teams. So,
HR manager has to make sure that the employees share a good relationship with each
other so that business is not affected in any manner.
1.2 Justifying a human resources plan on the basis of evaluation of supply and demand for
Hilton Hotel
Human resource planning can be described as a procedure whose main focus is on
making efficient plans for the company so that all the resources can be used in a proper
manner. It is very much essential for the HR manager to maintain a balance between the
demand and supply of resources because then only they will be able to run their business
successfully. In context with Hilton hotel, it can be said that f the hotel will have less no. of
staff members then it will be difficult for them to conduct their operations but on the other
hand if the staff is more then it will be not be useful as money given to them will be wasted.
Therefore, it is the responsibility of HR manager to take care of this situation and make plans
accordingly.
Basically an HR plan consists of four steps which are mentioned as follows:-
Assess current HR capacity – This is the 1st step in the HR planning process and in this the
HR manager first assess the current staff members and determine that whether there is any

need to hire new employees or not and if there is need then in which areas. In Hilton hotel,
the HR manager is required to first recognise that whether they have all the skilled employees
which they require in their employees and if yes then they will not hire new ones and if not
then they will make plans to hire new employees for the organisation.
Forecasting HR requirements – In this step, the HR manager tries to analyse both the
demand and supply of qualified employees for the organisation. The steps included in this
are:
Demand Forecasting - This can be defined as a process of estimating the future
human resource needs in terms of quantity i.e. the no. of employees required and in Quality
i.e. the talent required to match with the needs of company. Managers of Hilton hotel have to
make sure that they follow this step closely.
Supply Forecasting – It showcases the availability of current resources to meet the
demands of customers. Hilton HR manager should analyse that which employee of
organisation has the capability to meet the demands of the public.
Develop talent strategies – Once the staffing needs are determined then the step which s
required to be taken by the HR manager of Hilton is to develop the talent management
process as this is one of the most crucial steps of human resource planning process.
Recruitment – In this step, the HR manager finally begins its search for the applicants’
whose skills match with the demands of the company. After recruiting the employee, the HR
manager should place the employee in the place for which they were hired.
TASK – 2
2.1 Assessing present state of employment relations in Hospitality Industry
Employee relation can be described as a link between employer and employee. It is
very necessary for an organisation maintain a fine relationship between them because then
only the work of organisation will be completed in a proper manner. Therefore, so many
events and programs are being organised so as to develop the relationship between the
employee and employer. From few time back, trade union has also become an important part
of organisations but now HR department of companies are trying their best to eliminate this
factor from the organisation by handling their part of responsibilities effectively.
Role of unionisation in current labour market

The main role of trade union is to raise the demands of employees of organisation and
represent them in front of management. This creates a negative environment in the company
so it is required that management should think of employees of company and fulfil their
wishes in a proper manner.
Employees are invited in group meetings so that they feel involved and participated.
Further, there is proper conflict management process to manage the issues within the firm so
that group outcomes can be improved. There is also creation of performance based culture
and short term and long term operational efficiency by continuous improvement driven
philosophy.
2.2 Employment law and its effects on management of human resources within Hilton Hotel
Employment laws have noteworthy impact on the human resource management in
Hilton Hotel on the grounds that it underpins the firm in accomplishing its goals and
objectives successfully. These employment laws and controls additionally offers a base for
undertaking choices inside the firm. Besides, inside Hilton Hotel the employment laws
underpins in embraced different exercises of routine life and recognize the terms and states of
work also. It expands the liabilities of the organization in respects with the specialists. Few of
the important employment laws which should be taken care by Hilton Hotel in breaking down
the terms and conditions inside the firm are as per the following:
• Health and Safety at work act 1974 – Under this act, Hilton Hotel deal with the matter
that may make wounds to the staff members and customers. self-protective instruments and in
addition garment must be offered to those staff in order to shield them from dangerous
circumstances.
• Licensing Act 1964 – As per this act, it is recommended that only those activities
should be undertaken in hotel for which they have acquired licence. If Hotel will do any such
activity for which they are not permitted then they will be in major trouble and might have to
face serious circumstances.
• Data security Act 1998 – The workers of the ground staff of the organization are not
permitted to share any close information of their clients with others. The data should be
secured and must not be revealed in any circumstances.
• Equality Act 2010 – This demonstration involves that there ought to be no segregation
of workers based on sex, race, handicap, religion and age. The HRM in Hilton Hotel ought to
consider all these while enlisting staff.

Other than the above mentioned, there are numerous laws also, for example,
Employment Rights Act, the working Time Regulations, The Sex Discrimination Act and so
on that aides in distinguishing the privileges of the labourers in Hilton Hotel and offers them
bearing about how to function .
TASK – 3
3.1 Discussing in relation with job description and person specification for Hilton Hotel
Job description can be described as a document which showcases facts about roles and
responsibilities of the position offered by the company (Afonso, 2016). The basic factors
included in this are like skills, salary, key role etc. The Job description for the role of Hotel
General manager.
Job Description
Key Responsibilities:
 Handling the finances of the hotel Managing the staff in an effective manner.
Job Brief: Hilton Hotel is looking for a qualified manager who can manage various kinds of
responsibilities at same time. They have to greet the guests and manage the employees and
make sure that the customers are happy and satisfied with the services of hotel.
Other Responsibilities:
 Supervise work of others Assure solution of rising problem and complains
Requirements:
 Certifies degree of Hotel Management
 Management Skills Interpersonal Skills
Salary - £40000 p/a
Contract – Permanent
Closing date for application – 30thDecember, 2018

Person specification can be defined as a document which is designed by the HR of
organisation and includes information about knowledge, qualification, skills and experience
of the employee who will be selected for the job (Albrecht and et. al., 2015). It helps HR in
understanding the ability of an individual who has come for the job interview.
Person Specification for Hotel General Manager
Post Details
Department --- Hospitality Industry
Job title --- Hotel General Manager
Skills
Requirement Essential/Desirable
Ability to work in a team and lead it as well Essential
Communication and management skills Desirable
Knowledge
Requirement Essential/Desirable
Laws and policies of HR Essential
Hotel Management Desirable
Experience
Requirement Essential/Desirable
4 year, as a junior manager in Fairmont Hotel Essential
1 year, in Marriot Desirable
Qualifications

Requirement Essential/Desirable
Bachelor's degree in Hotel Management Essential
MBA in hospitality management Desirable
Other
Requirement Essential/Desirable
Knowledge of customer and personal service Essential
Ability to speak foreign language Desirable
3.2 Comparison of the selection process of different Hospitality companies
It can be said that hospitality industry is one of the fastest growing industry in the
world and is having a bright future in the business environment as well. there are so many
kinds of companies which are covered in this and thus the selection process they follow is
also different (Armstrong and Armstrong, 2011). Here, the selection process of two hotels i.e.
Hilton Hotel and Marriott Hotel is being discussed.
Selection procedure of Hilton Hotel for general manager are as follows: Application – Under this process, job advertisement is being printed by the company
so as to let the applicants know about the position vacant in the Hotel. The candidates
who are interested can go through job description and apply for the post if they are
eligible. Employment test – Under this, an exam is being taken by the hotel in which the skills
and knowledge of the candidates is checked and is made sure that whether the
candidate has those skills which is required for the post of general manager. Interview – In this step, the candidate finally comes for the interview in which they
are asked about their personal and professional details and during this process HR
checks the communication skills of the candidate so that they can know that this
person will be able to handle hotel issues in an appropriate manner or not (Ball,
2012).

 Selection decision- This is the time when the HR panel has to decide that whether
they have to select the candidate or not.
Selection procedure of Marriott Hotel for General manager is as follows: Application – In this, Marriott Hotel HR manager prints their application in various
job portals and newspapers so as to make people aware of the vacant position in the
company. For the post of general manager, the HR manager will post the
specifications required in the candidates as well (Barnard and Ludlow, 2016). Employment test – Through this test, the candidate will be judged by Marriott Hotel.
After giving this test, the HR is able to know that whether the be able to perform the
job duties or not. Interview – Under this, the candidate faces the interview panel and is being asked
various kinds of questions about their personal and professional life.
 Selection decision – here, the panel chooses the candidates which they think is perfect
for the job and that candidate is being given the offer letter as well.
TASK – 4
4.1 Contribution of training and development activities to the effective operation of Hilton
Hotel
Training and development can be considered a very effective process which needs to
be applied in each and every organisation so as to develop the skills and capabilities of
employees. If an organisation is having effective training programs then they will be able to
maintain a healthy working environment in an organisation since all the employees will be
efficient in their field of job and will be able to work in a proper manner. Whenever an
employee is hired, they do not have any knowledge about the work which is being conducted
in that company so it is the moral responsibility of HR manager to analyse their need of
training of employees and then organise a training and development program for them so that
they can learn about the activities that are conducted in the company (Brewster, Mayrhofer
and Smale, 2016). It will be beneficial for both employer and employee.
Various kinds of training programs that are conducted in Hilton Hotel are as follows :-
 On the Job Training – This is a kind of training in which employees are trained
while working in the company. They perform their routine functions and through this
they are trained by their employers. Therefore by seeing live examples, employees get

to learn new skills and education. Methods used for this are like mentoring, job
rotation, internship etc.
 Off the Job Training – This kind of training is given to employees apart from their
workplace. So, if Hilton Hotel wants to provide training to their employees then they
can do it by training them on sites or through any other method. It is comparatively
costly then on the job training method(Buckley and Caple, 2009).
The significance of training at Hilton Hotel are as follows:
 Improvement in Productivity – Through training, the productivity of employees
gets enhanced as their knowledge and skills are developed by the employer. This
leads to development in the performance of employees through which the revenue of
organisation also gets enhanced.
 Increasing profitability – After getting trained, the employees’ productivity develops
and they perform in a more proper manner in the organisation. This helps the
organisation in achieving their aims and objectives in more proper manner and
increased profitability of company as well.
 Enhancing performance of employees – Through training, the employees of the
organisation becomes more competent in performing the services of the organisation.
So, it will eventually be shown in the activities conducted by them in the company
and thus their performance (Cabrelli, 2010).
CONCLUSION
From the above report, it can be concluded it is very important to manage the human
resources of the organisation so as to achieve their goals and objectives because if the
employees will be managed properly then they will be able to concentrate more on their work
and help the organisation in many ways. In an hospitality industry as well, HRM plays a very
crucial role like recruiting employees, training them etc. Here, a human resource plan is also
developed in which the external environment factors of the environment was analysed. After
that, the current state of employment relations has also been described and after that various
kinds of laws and regulations related to hospitality industry was mentioned in this report. A
detailed selection process is also discussed through which employees are being hired in the
company and at last the training and development activities undertaken in the hospitality
industry was also described.

REFERENCES
Books and journals
Afonso, A., 2016. Human resources management in the service industry. London: UK CBC
College of Business and Computing.
Albrecht, S. L. and et. al., 2015. Employee engagement, human resource management
practices and competitive advantage: An integrated approach. Journal of
Organizational Effectiveness: People and Performance. 2(1). pp.7-35.
Armstrong, M. and Armstrong, M., 2011. Armstrong's handbook of strategic human resource
management. London: Kogan Page.
Ball, M. K., 2012. Supply and demand. New York, NY: Rosen Publishing Group.
Barnard, C. and Ludlow, A., 2016. Enforcement of Employment Rights by EU-8 Migrant
Workers in Employment Tribunals. the Industrial Law Journal. 45(1). p.1.
Brewster, C., Mayrhofer, W. and Smale, A., 2016. Crossing the streams: HRM in
multinational enterprises and comparative HRM. Human Resource Management
Review. 26(4). pp.285-297.
Buckley, R. and Caple, J., 2009. The theory & practice of training. London: Kogan Page
Cabrelli, D., 2010. Employment law. Harlow, England: Pearson Longman.
Compton, R. L., Morrissey, W. J. and Nankervis, A. R., 2014. Effective recruitment and
selection practices. 6thed. CCH, North Ryde.
Dessler, G., 2010. Human resource management. Upper Saddle River, NJ: Prentice Hall.
Edenborough, R., 2005. Assessment methods in recruitment, selection, and performance.
London: Kogan Page.
Gama, N.D., McKenna, S. and Peticca-Harris, A., 2012. Ethics and HRM: Theoretical and
Conceptual Analysis: An Alternative Approach to Ethical HRM through the
Discourse and Lived Experiences of HR Professionals. Journal of Business Ethics.
111(1). pp.97-145.
Gavrel, F., 2015. Participation, Recruitment Selection, and the Minimum Wage. The
Scandinavian Journal of Economics. 117(4). pp.1281-1305.
Gilley, A., 2009. The Praeger handbook of human resource management. Westport, Conn:
Praeger.
Hall, A., 2003. Managing people. Maidenhead: Open University Press.
Henderson, H.D., 2010. Supply and demand. New York, NY: Facts on File.
Mathis, R.L. and et. al., 2016. Human resource management. Nelson Education.
Storey, J., 2002. Developments in the management of human resources. Oxford, UK:
Blackwell.