Strategic HRM Practices in the Hospitality Industry

This assignment content comprises various texts related to human resource management (HRM) and its applications in different industries, including hospitality. The texts explore HRM practices, their impact on service quality, customer satisfaction, and performance. They also discuss innovation in hospitality companies through HRM practices, strategic HRM in service contexts, and the relationship between HRM and organizational performance. Furthermore, the content touches upon the importance of HRM in the hotel industry, the role of human resource management in sport and recreation, and the significance of HRM in the context of cloud labor services.

Human Resource
Management for Service
Industry

Table of Contents
INTRODUCTION-..........................................................................................................................1
TASK 1............................................................................................................................................1
P 1.1 Role and purpose of human resource management in Hilton Hotel Stratford..............1
P 1.2 Human resources plan according analysis and supply..................................................2
TASK 2............................................................................................................................................4
P2.1 Present state of employment relations in Hilton Hotel Stratford...................................4
P2.2 Employment laws that affect HRM of Hilton Hotel Stratford.......................................5
TASK 3............................................................................................................................................6
3.1 Job description and person specification for Hilton Hotel Stanford................................6
3.2: Compare the selection process of different service industries businesses......................8
TASK 4............................................................................................................................................9
4.1 COVERED IN PPT..........................................................................................................9
CONCLUSION ...............................................................................................................................9
REFRENCES.................................................................................................................................11

INTRODUCTION-
Human resource management is process of recruitment, and improvement of workers for
making them more valuable for organisation (Mok, 2013). It consist of various development
process such as training, benefits, development of employees and inspiring and motivating
employees and handling trad unions, employee health and security etc. Human resource
management recruit right employee at a particular place in order to get specific and desired results
and enhance employee performance of workforce.
Hilton hotels and resorts are one of major hotels brands which is spread its branches in
worldwide. Hilton have approx 570 hotels in worldwide and owns its buildings in more than 85
countries. Brand focus on leisure and business purpose and own hotels nearby major location,
near airports, big cities and with adaption of new technical facilities of DIGI check-in, Wi-Fi, and
allow costumers to choose room over Hilton app (Meredith Belbin, 2011).
This report execute an analysis over Hilton Hotel Stratford current employment situation
and employment influences on management. Also it will discuss job description of HRM and
compare job process of selection.
TASK 1
P 1.1 Role and purpose of human resource management in Hilton Hotel Stratford
Human resource management handles organisation personnel management though
organising various activities within company for increasing employment performance and
employee satisfaction and management. It is an art to maintain an organisation internal as well as
external factor and manages all organisational issues smoothly. This is completed by coordinating
several activities and by applying various approaches which profit company as well as man force
of company (Mathis, 2011).
Hilton is a brand which is involved with homosociality and services of people through
serving their services among public. Company is highly involved with human management,
hiring, registration in retirement and classification etc. Here is some roles of an HR person in
order to attend and manage Hilton-
 Designing and Preparing track to assignment employee requirement and influence on
company of them. HRM of Hilton Hotel Stratford plans different organisational framwork
and presentation of organisation before public.
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 To fulfil organisation requirement of employee and workforce which influence business
and management of labour for short time and long time period and organising practices to
make them stay.
 Selection of required and skilled worker in sea of applicant and public. HRM organise
selection and recruitment process under a company that is a complex process.
 Determine policies and values of organisation that control every employee and employer
and bound them in a bond with organisation (Low, 2011).
 Select detail of different work profile such as determining employee salary, regulation,
limitation, provided facilities etc.
 Transfer of employee and replacement of worker and handle activities of promotion,
retention etc. Hiring, Employing, Salary distribution, Policies decision, strategy
management and employee relation activities managed by HRM of company.
 Inform employee about recent activities, superiors, events, campaign and work them as a
team. Hotel activities and celebrity visit and other information such as leave, holidays and
other information conveyed by HRM of Hilton Hotel Stratford.
 Build relation among employer, employee and organisation and handle issues of employee
and manage contract with trade unions.
 Maintain and plan budget and prepare several strategies with recalling profits and pattern
of Hilton Hotels Stratford. Raise company performance by covering personnel
management department and increase financial strength of company.
 Develop and improve worker skills by organising training and development programme
and Placement of employee according their skills and interests.
P 1.2 Human resources plan according analysis and supply.
Human resource management is management of system to define managing employee
support which Hilton Hotel Stratford require to reach according requirement and demand of
consumers (Kern, 2014.). Various understanding are made for planning for such activities which
includes skilled worker accessibility consisting retreat and conversion practices and many other
activities. Some elements of this process in need to lead in order to plan according demand and
need-
Hotel Objective Analysis -
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Major aim of Hilton Hotel Stratford id to evaluate objectives of business of hotels that
consist production, commercialism, finance, discussion and sales that support in analysing whole
concept of organisation and work which require to be complete (Hoque, 2013).
Listing of Existing HRM -
HRM storage structure evaluate employee performance and ability and their work and
potential which help in boosting organisational performance. This process provide accessibility in
organising and replacing various employee in arranged places and desired place also help in
drawing worker from external as well as internal source for well computation.
HR demand and supply prediction -
HR compute work profile and situation of worker according their work. External and
Internal sources complete such needs that can be scaled by organisation. This specifies work
qualities and combines it with employee qualities and abilities and select and recruit them at a
particular place in order to get maximum advantages (Hendry, 2012).
Figuring Workforce Gap -
HRM analyse information of organisation manpower and their performance as well as
understand their demand and supply at Hilton Hotel Stratford. It determines the process of hiring
and termination within organisation as well it organise requirement with Hotels. Moreover
Training and development activities coordinate to boost their moral and performance.
HRM Strategies Formulation -
Formulation of new strategies depend upon deficit and surplus activities in HRM of Hilton
Hotel Stratford. New hiring plans, conveyance and training and development includes in planning
activity. This also include Voluntarily retreat programme.
Management, Control and Responses -
HRM practices plans are organised while requirement and inventories which are modified
with a span of time. Strategies made are rigorously controlled and managed and analysed to get
the situation under organisation control. Differences between Real HRM plan and execution are
there that assure definite human activity and accessibility for several work profile and needed
employee in Hotel (Harzing, 2010).
Factors That impact on HRM-
1. HRM is majorly influenced by working condition of a nation. In condition of
Unemployment in UK, Hilton Hotels would have more pressure over recruitment process.
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2. Usual Vary in organisation occur for that Hilton Hotel change their system with new
technologies and innovation and vary in exciting system.
3. Hilton organise training and development programme for their employee in order to
connect and teach them in technologies and change that had occur in society.
TASK 2
P2.1 Present state of employment relations in Hilton Hotel Stratford
Employment relation terms has a major participation in organisation success in current
Era. When worker serve clients company services and provide them ease in change of payment
from organisation then such relationship survive. A hotel require accurate data and
communication among people of organisation and Hilton Hotel that includes practices like
organisation culture, collective bargaining, worker involvement and struggle management and
other which is essential to be managed by HRM on time.
Involvement of employees-
Hilton Hotels Stratford access various offers to its clients such as International currency
dealing, baggage storage , Cafes, safety deposition services which produces need of major staffing
and employees within organisation, therefore, employment relation is essential in service market
such as Hilton Hotels (Gummesson, 2010). Such relation can be managed with a good
communication skills and participation of company in employee welfare programme such as
performance developing activities like training and promotion, Incentive and awarding good
employee, work gratification in order to maintain a sustained man power.
Hotel Culture -
Organisation owns a unique and different culture that shows company values and policies
toward their employees and retreat to them. Organisation amend new program
within organisation culture, award workers and promotion, termination and other approaches to
control employee and limit their options. Whereas building flexible workplace. Motivation
programmes and other events organised to access quality work (Guest, 2011).
Constitution -
Adoption of new technique in working is important in structure of organisation. Previous
corporates used to utilize formal constitution of business that do not allow employee to interrupt
in any decision making process of organisation but in Morden framework it is maintain to build
relation with employee and providing flexibility in working areas. Major change that has occur is
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participation of employee in decision making process of organisation that Hilton Hotel has
adopted in their organisation constitution.
Palliative and Resentment Procedure -
Hotel Hilton facilitates an accurate concept that have been structured to handle problems
and issues related to employees with corporate and employer (CHUANG, 2010). Employers are
allowed to keep their opinions and problems in front of employer and have a face to face meeting
as well in complaint box. Disciplinary procedure control employee and bind them by organisation
limit.
P2.2 Employment laws that affect HRM of Hilton Hotel Stratford
To protect labour's wages, rights and desires of employee, employment laws occurred by
trade unions. Employment laws manages relationship among organisation, trade union and
national Govt. Various employment laws and legislation have been brought up and amended in
order to protect employee rights.
Labour Right Act -
This act provide employee fundamental rights while working any organisation. This is
almost same as ERA act and was reformed after presenting this in US Organisation. This act
includes several rights of worker including minimum wage, recess for meal, aggregate holidays,
convenient work area and certain rights for worker etc. Hilton Hotel HRM facilitates employees
salary every hour and departure condition and other facility. There are condition and terms that
must be informed to employees by HRM for leave and worker occupation security while off time.
Company Contract and Terms-
Company sign a contract with employee after confirmation of recruitment of particular
employee. This contract contains terms and policies that includes termination terms, ill leaves,
parental and maternity permission, ACAS, resignation process and repetitiveness process. Every
company arrange an accurate process till joining to termination and leaving job. In break of any
terms company allowed to termination the employee that reasons includes inefficiency, misshapen
by worker and other causes. An employer have to provide a termination notice or extra one month
wages to employee in order to instant termination. HRM of Hilton Hotel assure its labour of job
safety and gratification (Chelladurai, 2017).
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Opportunity Equality Act -
Equal opportunity enactment forbid discrimination among workers. Hilton Hotel
understand the law and prohibit any equality issues among employees and provide equal chance
to develop and improvement. HR must be unbiased undertaking this act under consideration and
don't recruit people according their favouritism and priorities. Condition of training according
gender, age, pregnancy, religion, sex and race must be avoided in process of recruitment and
selection. HRM of Hilton Hotel access even opportunities to all people came for recruitment in
their organisation (Chand, 2010).
Worker Relation -
Collective bargaining process come under this act in which employee are allowed to
identify their agreement and bargain with terms of organisation and put their terms in agreements.
Hilton Hotel Stratford approve this act in their organisation giving employees in exchange
occupation satisfaction and security and earn their belief toward Hilton. This act imply employee
to maintain their collective agreements under certain circumstances and protect their rights in
situation of any mishap.
TASK 3
3.1 Job description and person specification for Hilton Hotel Stanford
Job description defines job requirement with specifying general need of job profile. It
includes several important details related to work profile including objectives, roles,
responsibilities, job status, and job duties along with salary and areas which are according to
organisation. Here is a prepared set for required job profile in Hilton Hotel Stanford by HR. HR
instruct Job portfolio of organisation in which and where they need an employee. This entails all
details of job profile and eligibility of employee and requirement of organisation (Bratton, 2012).
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Work Description -
Work Profile – Waiter
Salary - $7000 - $15000
Purpose – Waiter would assure all services are served to waiters and serving include room
services and services at Restaurant and Bar areas. Require good level of hospitality and
communication skills and also can proceed order from guest according Hilton Hotel's standard in
a cordial and efficient way.
Roles and Responsibilities -
 Great communication skills and good in team work activities.
 Working experience of 2-3 years in an authorized hotel before.
 Individual must be active in all appointed work and quick in completing given task.
 Must be capable to coordinate with issues of guest and able to provide possible solution
in complex situation.
 Must be able to serve meal and beverage according order.
 Should have good observation ability to measure guest satisfaction with their services.
 Must manage delivering, dining, offering and customer needs.
 Should have basic knowledge of cooking skills.
Person Description includes eligibility areas and required qualities for a particular job
which consist basic of a person such as education, skills requirement, knowledge, experience and
other traits which person must be able to perform. Specific work profile need different qualified
employee according their ability like a cleaning officer require knowledge and experiences of
cleaning in past (Boxall, 2011).
Person Specification:
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Qualification-
 High School Degree
 Graduation from Recognised University ( Student of Hotel Management would be given
preference)
Experience -
 2 – 3 year experience of waiter in an authorised Hotel.
 Knowledge of language, Cooking and serving technologies and good in English and
Local language.
 Great Oral communication Skill and effective communication is required.
 Versatile Personalty who can perform excellently in situation of work pressure.
Skills -
 Excellent interpersonal communication and listening skills must require.
 Team work spirit
 Must have a good knowledge of cooking and different dishes.
 Know organisation details and working process.
 Must have patience and a lot of potential
 Must be adjustable according various working situation.
3.2: Compare the selection process of different service industries businesses
HR of service industries organise recruitment and selection activities within an
organisation. HR identifies qualified applicant to complete company requirement under the
circumstances. Selection process recruit accurate candidate at right place on a right amount of
wage. This provide ease in organisation training and development process of organisation by
saving expenses which make candidate familiar with organisation atmosphere and working
management to help them understand organisation and terms and policies. This process evaluate
applicant CV and identifies best and suitable applicant for job and differentiating them for next
process which is Interview process. Most hotel and service industry adopt this process and
techniques for their se4lection process. Different countries candidates applies for job and HR try
to avoid barrier like age, gender, responsibility, expenditure and time (Boselie, 2010.).
Hilton Hotel Stratford utilize modern technology for their recruitment process to get
skilled and qualified candidates. This tools includes advertisement, online advertisement,
Newspapers advertisement, and job website to lead selection process. Hilton Hotels uses external
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resources for hiring process to get maximum applicant for their selection process. After passing
first process of identification of resume, applicants are called for next process which is interview.
Candidates are called for Face to Face interview calls in order to understand communication skills
of candidates as well as their attributes. After identification of communication skills and
experiences, verification of education is done and an aptitude test is hired for applicant. Also test
of their decision making ability is done by company (Armstrong, 2011).
In the next level of selection process, finalized candidates are forwarded for next process
which is training and development in which candidates are trained for minimum 15 -20 days
where they are lessoned about company and work. After training period, One more task is given
to candidates that can be an exam or an oral test. In the task candidates show their skills and
learned experience and company finally recruit best person among them. Hilton prefer potential
candidates and capable employee within their workforce. They require confident, patience and
skilled employee and hard working and versatile at the same time in order to fulfil other duties
when needed.
A candidate with good communication skills and excellent working experience can make
workplace better and enhance organisation work quality. Hilton Hotel, therefore, select a whole
framework to get best and great skilled employee within their organisation. Also HR make sure
that no one' s dignity is being damaged in recruitment and selection process of Hilton Hotel
Stanford (Armstrong,2014).
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TASK 4
4.1 Training and development in service industries business
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CONCLUSION
This report analysed the need and importance of Human Resource Management within an
organisation. It can conclude that HRM manages various activities in organisation such as
planning, recruiting, maintaining relationship of organisation and employee and other. In an
organisation, Selection and recruitment process is managed by HR of Company. Services Industry
mainly focus on serving clients and satisfy their needs and requirement. An HR make it easy and
possible and easy and also build company policies and terms according organisational culture.
Thus, organisation specially service industry need an HRM department among their management
structure for smooth functioning of company.
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REFRENCES
Book and Journals
Armstrong, M. and Taylor, S., 2014. Armstrong's handbook of human resource management
practice. Kogan Page Publishers.
Armstrong, M., 2011. Armstrong's handbook of strategic human resource management. Kogan
Page Publishers.
Boselie, P., 2010. Strategic human resource management: A balanced approach. Tata McGraw-
Hill Education.
Boxall, P. and Purcell, J., 2011. Strategy and human resource management. Palgrave Macmillan.
Bratton, J. and Gold, J., 2012. Human resource management: theory and practice. Palgrave
Macmillan.
Chand, M., 2010. The impact of HRM practices on service quality, customer satisfaction and
performance in the Indian hotel industry. The International Journal of Human Resource
Management, 21(4). pp.551-566.
Chang, S., Gong, Y. and Shum, C., 2011. Promoting innovation in hospitality companies through
human resource management practices. International Journal of Hospitality
Management, 30(4). pp.812-818.
Chelladurai, P. and Kerwin, S., 2017. Human resource management in sport and recreation.
Human Kinetics.
CHUANG, C.H. and Liao, H.U.I., 2010. Strategic human resource management in service
context: Taking care of business by taking care of employees and customers. Personnel
Psychology. 63(1). pp.153-196.
Guest, D.E., 2011. Human resource management and performance: still searching for some
answers. Human resource management journal, 21(1), pp.3-13.
Gummesson, E., Lusch, R.F. and Vargo, S.L., 2010. Transitioning from service management to
service-dominant logic: Observations and recommendations. International Journal of
Quality and Service Sciences. 2(1). pp.8-22.
Harzing, A.W. and Pinnington, A. eds., 2010. International human resource management. Sage.
Hendry, C., 2012. Human resource management. Routledge.
Hoque, K., 2013. Human resource management in the hotel industry: Strategy, innovation and
performance. Routledge.
Kern, R., 2014. Introduction. In Dynamic Quality Management for Cloud Labor Services (pp. 3-
7). Springer International Publishing.
Low, C., Chen, Y. and Wu, M., 2011. Understanding the determinants of cloud computing
adoption. Industrial management & data systems, 111(7). pp.1006-1023.
Mathis, R.L. and Jackson, J.H., 2011. Human resource management: Essential perspectives.
Cengage Learning.
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Meredith Belbin, R., 2011. Management teams: Why they succeed or fail. Human Resource
Management International Digest, 19(3).
Mok, C., Sparks, B. and Kadampully, J., 2013. Service quality management in hospitality,
tourism, and leisure. Routledge.
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