Human Resource Management at Hilton Hotel

This assignment analyzes the importance of human resource management within the hospitality industry, specifically focusing on Hilton Hotel. It examines how training and development programs contribute to operational efficiency and employee motivation. Additionally, the assignment highlights the significance of adhering to employment regulations and policies in ensuring a successful and sustainable business environment.

HUMAN RESOURCES MANAGEMENT
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Table of Contents
HUMAN RESOURCES MANAGEMENT.................................................................................................1
Introduction.................................................................................................................................................2
Task 1..........................................................................................................................................................3
1.1 Analyze the role and purpose of human resource management in a selected service industry.....3
1.2 Justify a human resources plan based on an analysis of supply and demand for a selected
service industry business.........................................................................................................................4
Task 2..........................................................................................................................................................6
2.1 Assess the current state of employment relations in a selected service industry................................6
2.2 Discuss how employment law affects the management of human resources in a selected service
industry business.....................................................................................................................................6
Task 3..........................................................................................................................................................8
3.1 Discuss a job description and person specification for a selected service industry job......................8
3.2 Compare the selection process of different service industries businesses..........................................9
Task 4........................................................................................................................................................11
4.1 Assess the contribution of training and development activities to the effective operation of selected
service industries businesses..................................................................................................................11
Conclusion.................................................................................................................................................13
References.................................................................................................................................................14
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Introduction
This paper is commissioned to provide detailed comprehension regarding the human resource
management in context to the service industry of United Kingdom. Human resource management
is one of the key elements in the growth and development of the business organization. With the
passage of time, the global business environment is becoming competitive, so in order to sustain
and operate in such market condition every business concerns are putting major emphasis in
strengthening their HRM. This paper also focus on discussing the prevailing employment laws
with in the nation, discussing selection process, training and development, etc that effects the
human resource of a business entity.
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Task 1
1.1 Analyze the role and purpose of human resource management in a selected service
industry.
Human resource management (HRM) is considered as key activity in every business
organization that assists in building its workforce in order to enhance their performance as well
as establishing the goals and objectives of that business entity. The whole technique of human
resource management consists of certain major steps which must be initiated with the motive to
develop an effective HRM of an organization. HRM is the process of training the workforce as
well as motivating them so that the goals and objectives of the organization can be achieved. In
that context, Hilton Hotel is undertaken for the discussion of HRM (Noe, 2006). The roles and
responsibilities of human resource management in regard to the hospitality industry are discussed
below:
Staffing:
It is one of the major elements involved in the process of HRM. When it comes to Hilton Hotel,
it is a well known chain of hotels in the United Kingdom. Their department of human resource
put major emphasis on the staffing. The HRM department undertakes the roles of staffing in
which recruitment of prospective candidates is done after evaluating the skills and potency (Noe,
2006). Once the candidates are selected, they are assigned in various job positions which match
their capabilities and skills. With the element of appropriate staffing the HRM department of the
concerned organization enhances the effectiveness of its operations (Noe, 2006).
Training:
The HRM has inevitable role in performing training program for the workforce in order to
enhance their level of skills and potency. Hilton Hotel is very concern about the training
programs for its employees so that they can deliver quality services to its customers (Buckley &
Caple, 2009). The HR department of Hilton Hotel undertake major steps in casting a suitable
training program for its workforce so that their effectively comprehend their respective job role
and they can deliver their tasks with maximum efficiency. Not only that, but implementing an
appropriate training program for its employees and staffs helps the Hilton Hotel to attain
competitive advantages over its rivals (Buckley & Caple, 2009).
Motivation:
The HR has huge significance in motivating its workforce so that the employees can achieve
their assigned targets for the organization. Similarly, the department of human resource of Hilton
Hotel is dedicated towards motivating its workforce with the help of monetary and non-monetary
rewards, appreciations, recognitions, etc. The HR department of Hilton Hotel believes in
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motivating its employees so that the level of employee absenteeism can be reduced along with
enhancing the workflow in the organization (Tracy, 2013).
Developing employee relationships: The HRM of Hilton Hotel has been successful in taking
significant steps towards developing and sustaining healthy relationship with its employees. In
order to establish healthy relationship with the employees, the concerned organization offers
various types of advantages to its loyal employees and interact with them consistently so that the
organization can aware of the issues faced by its employees and appropriate solutions can be
made. Hilton Hotel’s HR department also ensures and maintains the health and safety of its
employees along with creating a satisfying working environment for its employees. All these
activities is very essential to promote job satisfaction in its workforce (Tracy, 2013).
1.2 Justify a human resources plan based on an analysis of supply and demand for a
selected service industry business.
In present business scenario, employees or workforce is considered as the nervous system for the
organization as they carry out the vital tasks of the concerns. Employees and workforce mainly
influence the growth and development of an organization. The core competence of the
organization lies within its employees which are utilized in such a way so that it can achieve
competitive advantage over its competitors (Arthur, 2004). Therefore, it is crucial for every
business concern to achieve growth and increase its profitability, if it can effectively manage,
control, and direct its workforce. For optimum utilization of the workforce, business organization
must create an appropriate human resource plan. The effective HR planning of Hilton Hotel
assists its management recognizing the needs and requirements of human resource along with the
ways to meet those requirements. These are important for the workforce as they are mainly
responsible for delivering hospitality services in a fluent manner. The HR planning has
significant role in performing various activities such as selection, recruitment, termination,
motivation, etc (Arthur, 2004).
When it comes to the HR planning of Hilton Hotel will enable the organization to recruiting the
right and potential candidates for the organization, estimating the quantity of workforce required
for a particular position within the organization and making important decisions regarding the
promotion of existing employees to higher position after gauging their efficiency. Hilton Hotel’s
human resource planning is discussed below:
1. Identifying the prime designation:
The foremost step in relation to the process of human resource planning implemented by Hilton
Hotel is to recognize and identify the designations which must be filled by appropriate
employees in order to facilitate smooth flow of operations. Once the vacant designations are
identified, then the HR department of Hilton Hotel will begin the procedure of HR planning
(Arthur, 2004).
2. Evaluating the abilities required to fill those designations:
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It is the second stage in the process of HR planning which consist of evolution of the skills and
abilities which must be possessed by the candidates who will be appointed in those designations.
Thus, the HR department of Hilton Hotel will access the abilities in order to handle the
responsibilities to be offered by the vacant designations. These will also act as a basis of
selection of the potential candidates who will be selected for those posts.
3. Selection of the candidates on the basis of capability required:
This is the third stage in the process of HR planning in which the management of the service
organization will seek the prospective candidates who are interested to get promoted to the
vacant designations. Once those prospective candidates are identified, they will evaluated in
regard to their skills and capabilities which is essential for getting assigned in those designations
(Arthur, 2004).
4. Formation of the successful plan:
This is one of the vital stages in the process of HR planning, in which the management of Hilton
Hotel will undertake the initiative to develop and implement the succession plans. In order to
carry out those purposes, it will identify the positions where he formulated plans can be
implemented (Arthur, 2004).
5. Evaluating the effectiveness of the plan:
It is the last but most significant phase of the entire HR planning process as the management of
the organization evaluates the effectiveness of human resource plans as framed and
implemented. The HR management of Hilton Hotel will measure the potentiality and credibility
of its human resource plans in order to assist the organization to procure the requisite level of
efficiency as well as competitive advantages. After the evaluation of Human resource plans are
done, if it observed that the initiatives and steps undertaken by the organization according to the
HR plans are competent of improving the efficiency of the organization and enhancing its
competitive position, then the formulated HR plans will be applied (Arthur, 2004).
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Task 2
2.1 Assess the current state of employment relations in a selected service industry.
There are various approached which highly influence the elements of relationship between the
employers and employees in every business organization. However, the Democratic approach
has significantly influenced the pattern of relationship between the employers and employees
mainly in UK. It is mandatory for the employers and business organizations in UK to abide by
the rules and regulation prevalent within the nation while dealing with its employees.
Subsequently, the employees will also adhere to the rules and regulation while working within
the organization (Hodder, 2015). The approach while forming the relationship between the
employees and employers, mainly concentrated upon collective bargaining assuring that both the
employers and employees must possess a position which will allow both the parties to come into
a bargain for a stronger position for both the parties. This type of approach while building
relationship between the employers and employees depicts the win-win position for both the
parties as both the employers and employees are allowed to come into a bargain which is
favorable for both (Hodder, 2015).
The Hilton Hotel holds a significant position in the hospitality industry in United Kingdom. It is
one of the most prominent organizations with a huge workforce. The concerned organization
adhere to the win-win approach in its bargaining process while building relationship with its
employees with the help of forming various contracts in which the authorities of the hotel and
employees negotiate for their individual advantages and benefits. Therefore it can be ensured that
Hilton Hotel implements a democratic approach while building employee relationships in which
the management allows its employees to participate in their decision making and bargaining in
such a way that it is beneficial for both (Hodder, 2015).
2.2 Discuss how employment law affects the management of human resources in a selected
service industry business.
There are various laws framed by the federal authority of the nation in context to the employees
as well as employees in United Kingdom. Some of the major employment laws of UK highly
influenced the decision made by the human resource management of different business
organization. The human resources are crucial asset of an organization as they are responsible for
performing important task which assists the organization to achieve growth and development.
Thus, government has also framed various policies in respect of employees and safeguarding
their interest (Research handbook on the economics of labor and employment law, 2012). Hilton
Hotel is a giant in the hospitality industry employing a huge workforce. Thus the HR department
of Hilton Hotel has also framed policies by safeguarding the interest of its employees as well as
ensuring better performance of the concern. The HR department of Hilton Hotel strictly abided
by the laws, rules and regulation prevailing within the nation while framing their strategies and
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policies for managing their workforce (Research handbook on the economics of labor and
employment law, 2012).
In that context, it is very important to have a clear understanding regarding various employment
laws prevailing within the nation. The federal authority of UK has framed various rules and
regulation to benefits the employees of various organizations operating within the nation, and to
safeguard their interest. The National Minimum Wage Act 1998 legislation ensures a minimum
rate at which the employers are bound to pay in terms of wages or salaries to its employees such
as it is mandatory for the employers to pay £6.31 as minimum wage rate to its workers who are
at least 21 years old. Every organization must follow this legislation while framing their
compensation strategies for its employees, and if the organizations found not following this
legislation may have to face legal actions and discrepancies (Rodgers, 2014). The Working Time
Regulation Act 1998 provides provisions relating to the maximum working hours for employees
within the organization. It is a matter of deep concern for every organization to maintain the no
discrimination in their workplace. Similarly, The Equality Act of 2010 is a significant legislation
which must be followed by the business organization operating in UK. This particular legislation
states that every employee working in any organization prevailing in UK will not be allowed to
discriminate any other employee at workplace on the ground of caste, religion, sex, disability,
ethnicity, etc (Rodgers, 2014).
When it comes to the management of Hilton Hotel, the HR department rigorously follows all the
employment laws prevailing within the nation in order to safeguard the interest and rights of its
employees. The management of the Hilton Hotel follows zero-tolerance policies while dealing
with the issues relating to discrimination among employees. Subsequently, the higher authorities
in the management have communicated those policies to all the departments within the
organization so that every department must be aware of the discrimination policies and its
circumstances (Kilpatrick, 2008). Simultaneously, the Human Resource department of Hilton
Hotel put major emphasis on health and safety of its employees while framing employment
policies. Thus it frames policies for its employees that offer numerous benefits such as sick
leaves, medical benefits, etc. The management of the concerned organization has also framed
effectively policies in respect of employee welfare in place along with maintaining the provision
of the Minimum Wage Act 1998 which suggest a minimum wage which must be paid to its
employees (Kilpatrick, 2008). The HR department strictly follows the provisions of the
Employment Right Acts and considered the same while framing the employment policies for
different leaves like maternity leave, sick leave, etc along with flexible working hours for its
employees. The Hilton Hotel is also abided by the norms of Working Time Regulations so as to
frame the working time limits for its employees. The hotel has set 48 hours per week as
maximum working hours for its every employee (Kilpatrick, 2008).
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Task 3
3.1 Discuss a job description and person specification for a selected service industry job.
The job description and person specification for appointment in the Hilton Hotel has been stated
as follows:
Organization: - Hilton Hotel
Department: - Front Office/ house
Designation: - Customer service Officer
Job Description: - in hospitality industry, the front office plays a significant role in creating a
strong image of the organization within the mind of the prospective customers. Thus an
exceptional efficiency is needed to be showed by a front house officer. As it is the first point of
interaction for the customers, this particular job must be handled by a highly efficient staffs with
pleasant skills of communication and appearance. The whole impression of the Hilton Hotel
depends upon the way how front house officer is dealing with the customers. When it comes to
the job role of customer service officer for the front house, must bear the responsibilities
associated with the customer handling, offering vital information to the customers, paper works,
pricing, managing reservation, etc(Sostrin, n.d.).
Responsibilities to be handled:
Some of the major responsibilities of the customer service officers appointed at front house
includes the following:
 Tackling the complaints of the customers
 Resolving the quarries of the customers
 Providing information to the customers
 Managing reservations
 Accepting the booking
 Pricing or billing
Authority to be exercised:
The grade of the customer service officer at the front house officer will be similar to a senior
executive within an organization. Therefore, the customer service officer will be accountable to
the front house manager and report to the same. Not only that, but the customer service officer
will also be accountable to the operations managers(Sostrin, n.d.).
Specification of the person:
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Some of the major specifications for the candidates for the above mentioned post in the Hilton
Hotel are mentioned below:
 The applicants or candidates must be in the age bracket of 19 – 28 years.
 The applying candidates must be a graduate along with the certification of an HND in
hospitality
 The candidate must possess industrial experiences of 1- 3 years.
 The candidates must have a good command over English, Spanish and French
 The candidate must have a pleasant and attractive personality.
Job Dimensions:
 At the beginning, the selected candidates will be helping the front house managers in
tackling the queries and complaints of the customers.
 The major responsibility of the selected candidate will be engaging and managing the
complaints and quarries of the customers(Sostrin, n.d.).
3.2 Compare the selection process of different service industries businesses.
The selection process in every business organization has great influences over its efficiency in
performance as it comprises of picking up the right candidates for the right job of organization
which is very essential for the growth and development of every business entity. The human
resource management has a significant role in framing and managing the procedure of selection
and recruitment of the prospective candidates as employee for the organization. Thus, the
procedure of framing a recruitment strategy is inevitable for the business concerns and hence
proper care must be provided while framing the recruitment strategy (Swift and Booker, 2003).
The selection and recruitment process of two organizations are as follows:
The selection and recruitment process of Hilton Hotel:
The recruitment and selection process of Hilton Hotel comprises of various steps and stages.
Those stages are:
1. Analyzing the role: The recruitment process starts with analyzing the job role for which
the entire recruitment will be done. For the said purpose, the HR personnel of Hilton
Hotel performs a detailed analysis for the role to be executed and the necessary skills and
capabilities that a candidate must possess for the required post.
2. Advertising for vacancy: this is the next stage of recruitment process where HR
department advertise for the vacancy of the post with the help of various media in order
to attract maximum potential candidates (Swift and Booker, 2003).
3. General Screening: Once the applications are received due to the advertisements done by
the organization, a general screening regarding the personal details, educational
qualification, required attributes, etc are done. In that process, only eligible candidates are
allowed to go for the next phase of recruitment process.
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4. Telephonic Interview and face to face Interview: The shortlisted candidates have to
undergo with a telephonic interview in which they are asked questions associated with
the job roles. Again only the eligible candidates are allowed to go for the face to face
interview, in which interviewer ask different questions regarding the job role,
capabilities, skills, etc to the shortlisted candidates and the outcome of these interview
depicts the capability of the candidates (Swift and Booker, 2003).
5. Appointment: Those candidates who have successfully cleared the interview are
shortlisted for the required for the posts within the organization. They will be provided
with the opportunity to join the job and the HR personnel provide appointment letter to
the selected candidates.
The recruitment process of Burger King:
Burger King is a renowned food chain operating in America and expanded its operation in
various countries including UK. The recruitment process of the concerned organization is
discussed below:
1. Initial Interview: the recruitment process starts with the initial interview in which the HR
personnel conduct interview in order to get an impression of the candidates in respect to
the job role.
2. Written Assessment: The shortlisted candidates have to undergo with a written aptitude
test. Those candidates who clear the written assessment are only allowed to appear for the
next stage of recruitment process (Swift and Booker, 2003).
3. Final Interview and Appointment: The selected candidates from the written assessment
are allowed to go for the final interview, in which their skills and knowledge regarding
the job role is assessed. The candidates ask questions to the candidates relating to the job
for which they are applying (Swift and Booker, 2003).
The strategy of recruiting candidates varies according to the needs, nature and requirements of
the business organization. In this context, the recruitment and selection process of two different
organizations in service industry are discussed in order to have detailed understanding regarding
the policies and strategies implemented by both business entities. It is observed that the selection
process of Hilton Hotel is more effective as it has more layers of screening in the entire
procedure which allows selecting the most appropriate candidates for the posts. In case of Burger
King, such filter in the recruitment is missing resulting in less screening of the efficient
candidates (Swift and Booker, 2003).
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Task 4
4.1 Assess the contribution of training and development activities to the effective operation
of selected service industries businesses.
Training and development is one of the core activities for every business organization as it helps
in enhancing the efficiency of the workforce which ultimately leads to growth and development
of the organization. The HRM of every organization concentrates upon the skill development of
its employees so as to enhance the performance level of the organization (Buckley & Caple,
2009). Some of the major types of training are discussed below:
A) Induction Training: this type of training is also known as orientation training which are
mainly given to the new recruits or fresher so as to make them familiar with the internal
environment of the organization. This type of training is very essential as it helps the
employees to comprehend the existing policies, code of conducts, operations and
procedures of the organization (Buckley & Caple, 2009).
B) Vestibule Training: it is a type of training which is done in accordance with the actual
work by an employee but it is mainly performed away from the work place. Such training
is good to attain the practical aspects of the job (Piskurich, 2009).
C) Refresher training: this particular training is provided so as to familiarize the latest
advancements and development in a specific field mainly to the existing employees. This
type of training is essential to upgrade the knowledge, expertise and skills of employees
for a particular job (Buckley & Caple, 2009).
D) Apprenticeship training: it is an important type of training in which a worker spends a
specific period of time under continuous supervision. Such training is much more
effective in enhancing the skills of employees (Piskurich, 2009).
Differences between Training and Development:
Some of the major differences of training and development are as follows:
Training Development
It is mainly designed for both the managers
and non-managers.
It comprises of only managerial personnel.
It is generally a short term process
(Piskurich, 2009).
The nature of development is generally long-
term.
Training involves learning technical
knowledge and skills for a particular job.
Development comprises of learning mainly the
conceptual and theoretical knowledge
(Piskurich, 2009).
Training refers to the immediate learning
new things and upgrading from the old ones.
Development refers to the implementation of
the learning sessions and identifying the new
ones (Piskurich, 2009).
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The role and needs of training:
In this dynamic business environment the training of employees and managers are very
necessary. It is the core activity of the human resource management to conduct the training
programs within the organization to enhance the level of efficiency of its employees so that the
performance of the organization can be enhanced. Hilton Hotel is one of the premium hospitality
organizations in UK delivering quality services to its customers. In order to sustain the level of
quality services, it is important for the HR management to conduct training and development to
increase the efficiency of its employees. Some of the major effects of training and development
activities for improving the operational efficiency of Hilton Hotel are mentioned below:
 An effective and efficient training and development programs enable the business
concerns to sustain its performance level intact for a longer period of time.
 It helps in familiarizing with the modern advancement in the technology so that the
efficiency in hotel management can be enhanced (Piskurich, 2009).
 Training and development programs encourage team working skills among the
employees leading to high performance level of organization.
 Training and development has huge influence in motivating the employees so that they
can effectively deliver their assigned jobs (Piskurich, 2009).
 Training and development activities also help in reducing the level of wastage of scare
resources of the organization.
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Conclusion
From the above mentioned comprehension, it is very clear that human resource management is a
prior need for every business organization in order to sustain in highly competitive business
environment. It also helps in gaining competitive advantages over the competitors. Hilton Hotel
is well known for its quality hospitality service but for sustaining the same for longer period it is
essential for the management to conduct training and development activities for its employees.
Subsequently, the HR management must also consider every rules and regulation related to the
employees while framing employment policies.
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References
Arthur, D. (2004). Fundamentals of human resources management. 1st ed. New York, N.Y.:
American Management Association.
Buckley, R. and Caple, J. (2009). The theory & practice of training. 1st ed. London: Kogan
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Hodder, A. (2015). Employment relations in the UK civil service. Personnel Review, 44(6),
pp.930-948.
Kilpatrick, C. (2008). The New UK Retirement Regime, Employment Law and
Pensions. Industrial Law Journal, 37(1), pp.1-24.
Noe, R. (2006). Human resource management. 1st ed. Boston, Mass.: McGraw-Hill.
Piskurich, G. (2009). Rapid training development. 1st ed. San Francisco: Pfeiffer.
Research handbook on the economics of labor and employment law. (2012). 1st ed. Cheltenham,
UK: Edward Elgar.
Rodgers, L. (2014). Public Employment and Access to Justice in Employment Law. Industrial
Law Journal, 43(4), pp.373-397.
Sostrin, J. (n.d.). Beyond the job description. 1st ed.
Swift, K. and Booker, J. (2003). Process selection. 1st ed. Oxford [England]: Butterworth-
Heinemann.
Tracy, B. (2013). Motivation. 1st ed. New York: AMACOM, American Management
Association.
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