Human Resource Management Overview

This assignment explores the essential concepts of human resource management (HRM). It examines the various functions performed by HRM departments, including recruitment, selection, training & development, performance management, compensation & benefits, and employee relations. The assignment delves into the strategic importance of HRM in achieving organizational goals and fostering a positive work environment. It analyzes the impact of high-performance HRM practices on employee attitudes, behaviors, and overall organizational performance.

HUMAN RESOURCE
MANAGEMNT

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................3
TASK 1............................................................................................................................................3
P 1.1 Analysis of the role and purpose of human resource management in Hilton Hotel......3
P 1.2 Justification of a human resource plan based on analysis of supply and demand for
Hilton Hotel............................................................................................................................4
TASK 2............................................................................................................................................6
P 2.1 Assessment of the current state of employment relations in a Hilton Hotel, Stratford.6
2.2 Effect of employment law on the management of human resources in Hilton Hotel,
Stratford..................................................................................................................................7
TASK 3............................................................................................................................................8
P 3.1 Discussion on a job description and person specification for service industry job......8
P 3.2 Comparing the selection process of different service industry’s business with that of
Hilton Hotel............................................................................................................................9
TASK 4..........................................................................................................................................11
P 4.1 Assessing the contribution of training and development activities to effective operations
of Hilton Hotel, Stratford.....................................................................................................11
CONCLUSION..............................................................................................................................12
REFERENCES..............................................................................................................................13
INTRODUCTION
Human resource management (HRM) is an inseparable part of every business industry. It
plays a vital role in the hotel industry as this sector mainly focuses on hospitality towards people
which affect the business in a major way. Human resource management is the process and way in
which employees of lowest to highest level are considered (Agarwala, 2008). As the employees
are the soul of the hospitality or service industry, so it is important to manage the current as well

as new employees to improve their performance toward then customer. It will lead to the earn
profit and revenue at maximum level. In the service industry, there are many major purposes of
human resource management to create a healthy environment in the business organisation of
service industry like Hilton Hotel, Stratford. In the following report, an effective human resource
plan will be discussed which is based on analysis of supply and demand with reference to Hilton
Hotel. Here, relations among employees of Hilton Hotel will also be studied. As the employees
can hinder or foster the growth of Hilton hotel, so there are many employment laws to protect the
right of employees of hotel in service industry.
TASK 1
P 1.1 Analysis of the role and purpose of human resource management in Hilton Hotel
Human resource management includes the starting stage of recruitment of employee in
the service industry especially in hotel like Hilton Hotel, Stratford. Human resources of
mentioned hotel are the most appropriate assets which help to charm the guest and attract them
towards the hotel service.
Purpose of human resource management-Main purpose of human resource in service
industry like Hilton hotel is to focus on the services which are the key process. These process
are used to attract and retain the guest or customers . (Armstrong and Taylor, 2014). To do that,
it is the responsibility of human resource manager that he prepares employees to deliver best
services to customers and right amount of services can be utilized. Another purpose of HRM is
teaching among employees. Human resource manager makes efforts to increase the skills of
every member of staff so that they can give their best in the service delivery to customers.
The third and important purpose of human resource management is to follow all legal
recruitments of law with the purpose to protect employee’s rights. These rules and regulations are
related to number of labor hours, the schedule of work, leisurely time as well as option for night
so that there will be no violation of employees of Hilton Hotel, Stratford (Berman, Bowman and
Van, 2012). Also, HRM is important for the purpose of planning at every stage of service
delivery like to plan the duties as well as making decisions to assign duties and responsibilities to
employees which creates transparency among employees of hotel. Last but not the least; purpose
of HRM is that it provides accountability about employees so that lack of skills can be improved
in employee, appropriate actions can be taken to maintain the standard of service delivery to
customers.

Role of human resource management-In Hilton Hotel, Stratford, human resource
management plays a crucial role in its every single activity. The HR manager handles all the
challenges during service delivery by employees to make sure that customers would get satisfied
by the given services. There are many different roles which a human resource manager plays
(Bloom and Van, 2011). HR plays the role of consultant in case of any critical issues related to
service delivery or conflicts among employees of the hotel. The HR manager tries to give fast
and effective solution to any problem that arise in the hotel. The human resource manager plays a
role of an auditor also .
He looks after the need of health and safety, training skills and proper appraisal system.
He keeps a regular eye on the performance and condition of employees of hotel so that there will
be no weak quality in service delivery. Role of an executive officer which human resource plays
in the Hilton hotel, Stratford ton cater the need of whole staff and organize ans manages them in
a proper way. A role of a facilitator is also played by the human resource manager. He considers
the policies and goals in the mind of the hotel so that he can provide appropriate skill training in
every needed areas. Thus, there are many crucial role which human resource management plays
in the service industry like in Hilton Hotel, Stratford.
P 1.2 Justification of a human resource plan based on analysis of supply and demand for Hilton
Hotel
Human resource planning is followed by HR manger of Hilton Hotel to create a balance
between the number of vacant position in staff and the new recruited people in the
hotel. A department wise analysis to estimate the requirement of man power in hotel
which is maintained in the record of the organisation. On the basis of this record
human resource manager of Hilton Hotel arranges the selection and recruitment
process for smooth functioning of services to the guest of the hotel. By maintaining
this balance , manager of the hotel provides the best suitable person for the particular
position at workplace to deliver best hospitality service.
Human resource planning is the key process related to the employees in which the
recruitment of the new employees is foretasted so that a suitable amount of employees are
available in service delivery and no shortage of human resource in Hilton Hotel Stratford (Boxall
and Purcell,2011). There is determination process of the capacity of the business organization
and appropriate steps are taken tom improve that.

Need of human resource planning- The human resource planning is very important to
place right person in right place I the Hilton Hotel Stratford. Human resource planing is required
in the hotel to prioritize the important and least important requirements related to the employees
skills and their own purposes. It determines the human resource need to maintain and improve
the quality and strength of employees by recruiting more qualified and experience staff. The
human resource planning makes the rules and regulation so that there is no discrimination among
employees and the employee satisfaction can be achieved. So that risk in service delivery can be
avoided. By the human resource planning , the manger can know the pros and cons of every
member of staff of Hilton hotel Stratford. The most important need of human resource
management is to create a healthy environment at workplace for employees.
Demand and supply of the human resource is also a crucial need of the human resource
planning in the hotel. If the supply of the human resource is more than the demand then it will
lead to the idle employment in then hotel which is waste in service delivery (Bratton and
Gold,2012). On the other hand, if the supply is less than the demand of the human resource then
it will lead to the more work load on the current human resources. To mange the balance between
the demand and supply of then human resources in Hilton hotel Stratford, following are the
methods of forecasting.
Demand forecasting in Hilton Hotel-This forecasting is a quantitative method in which
the future need of the employees are identified. In this demand forecasting there are mainly three
ways in which demand can be estimated. First method is Delphi method in which the human
elements are recognized and properly functioned by human resource manager. Another method is
executive judgment in which the bottom up process is used. All the people held a meeting time to
time and discuss about the gap in man power. Ratio trend analysis method includes scrutiny of
past information of employee like employee performance, the amount of sale and the
productivity.
Supply forecasting in Hilton Hotel -This is also an important part of the human
resource management in the Hilton hotel Stafford in which new recruitment number of
employees is estimated based on current scenario of employees. This forecasting can be done in
three ways. First method is inventory forecasting in which total amount of staff of each
department in term of skill, payroll and designation. In this the production,maintenance and
office require the amount of new staff in future. There should be fresh employees as well as the

experienced employees to make the best use of both of them to gain maximum customer
satisfaction in Hilton hotel Stratford. Another method of supply forecasting includes prevention
of wastage by controlling the supply of human resource (Buller and McEvoy,2012). The supply
of human resource can be perfect by teaching them for appropriate and charming behavior and
skills with the guests. Thus there are many different areas of the hotel in industry in which
human resource planning contribute in achieving he objectives and goals in time and accuracy.
TASK 2
P 2.1 Assessment of the current state of employment relations in a Hilton Hotel, Stratford
Employee relation in service industry is the most critical and important part and so as for
Hilton hotel Stratford. In this process, business organization makes efforts to manage the
relationship among human resources so that there will be no conflict among them. Any conflict
lowerS the service quality which affects the business of hotel in a negative way in long term.
The employment relation efforts come into human resource strategy. There are some aspects
which are considered in employee relations that are the contract of employment in which terms
and conditions related to behavior are mentioned. Work time regulation and termination clause of
the employment contract are also included in employee relation process. These are included to
make sure that no employee would dominate other in an unjustified way (Chuang and Liao,
2010). Enforcement of contractual and statutory employment right is also an important element
in employee relations. Any kind of discrimination also affect the employee relations which lead
to the lack of service quality of human resources.
In the present scenario, although there are some critical issues in employees relation in
service industry but in Hilton Hotel Stratford, these are balanced as the human resource
manager takes appropriate actions to resolve the problem of among workers at personal level. By
the contractual and statutory employment rights, basic rights of the wokers can be protected at
workplace. The human resource manager makes sure that there is complete fulfillment of legal
requirement in organization. The employee relations in Hilton Hotel, Stratford are same as some
other best hotel in the service industry. According to the strategy of HR manager, need of
economic, social and psychological aspects are satisfied so that employees can be motivated to
improve their performance in the future.
To maintain healthy employee relations, there should be more employee participation in

the given task. There should be fixed procedure to create a disciplined atmosphere in the hotel.
Mentioned hotel tries to establish a cost effective strategy related to employee relations. It
provides freedom to work within framework as per the rule (Daley, 2012). There are continuous
practices according to statutory employment rights by human resource manager for the growth of
employee of organization. The manager tries to keep transparency in tasks, duties and
responsibilities for every activity related to service delivery. To improve the services, all
employees are provided with appropriate training to behave in such a way that the guests of hotel
would be satisfied. Thus, employee’s relations should be maintained by the human resource
manager to avoid likely future conflicts among employees in service industry.
2.2 Effect of employment law on the management of human resources in Hilton Hotel, Stratford
Human resources are the reflection of policies and procedures of organization in service
industry as they are the only way in which the customer knows the organization. In Hilton Hotel,
Stratford, there are many laws related to employment legislation like Employment Relations Act'
2004, employment rights act 2008 and Equality Act 2010. These laws include many different
provisions related to resignations, redundancy procedure, ill health retirements, retirement,
dismissal, maternity and paternity rights as well as parental leave.
The Employment Relations Act 2004 has the provisions related to actions taken by
organization on employees and the protection of rights of employers and employees also. In this
act, trade unions are included (Fulton, Smith and van, 2011). Good faith should be established
between the employer and employees according to employment relations act 2004. Employer
should give proper freedom to the employees to work within rules of the act. An employee
should be active in establishing productive employment relationship. Collective bargaining
should be both of the sides so that no one gets privilege and dominate other at workplace. This
can lead to fair condition to work on the part of employee and employer. There is provision in
the mentioned act for protections of employees in change-of-employer situations which can help
in creating a healthy relationship between them.
According to the employment rights act 2008, disputes of employees are resolved as per
the provisions for service industry. If there is any financial loss due to nonpayment or
underpayment to employee then this act provides appropriate compensation to that employee of
the hotel. In this act, section 1-7 have the provision for dispute resolution among employees at
workplace. Section 8-14 have the provisions for providing minimum wages to the employees by

two methods like self-enforcing and tribunal claim (Guest, 2011). Section 15-18 are related to
employment agencies to check whether there are fraud advertisements or not. Section 19 has the
provision for union member expulsion in which amendment has been made in trade union
membership law.
Equality right act 2010 is implied by the legal authorities to create unbiased and equal
opportunities for every single employee at workplace. This act provides protection against
discrimination and harassment related to certain personal characteristics on the basis of skin
color, religion, culture, language and region of employees of Hilton Hotel, Stratford. To remove
these discrimination, there are some acts for employees like Equal Pay Act 1970, the Sex
Discrimination Act 1975, the Race Relations Act 1976 and the Disability Discrimination Act
1995. Equal pay act 1970 provides the right to employees to have equal amount of payment for
same work at the mentioned hotel. Sex discrimination act 1975 has provision to protect the right
of females and males who are treated biased on the basis of their gender which is unfair to them
at workplace.
The race relation act 1976 is the law related to skin color of employees who are treated in
a different way because of their dark skin color. For example: in United Kingdom, most of the
people are white skin (Harzing and Pinnington, 2010). So there is possibility to see a dark skin
toned employee differently at the mentioned hotel. This discrimination can be reduced by the
race act. The disability discrimination act 1995 also protects rights of employees who are
disabled from any part of their body. There are some cases when other normal employees behave
in a bad way with that employee. So, to prevent such behavior at the hotel, this disabled act
works well to create a healthy environment at workplace.
TASK 3
P 3.1 Discussion on a job description and person specification for service industry job
Organisation Hilton Hotel
Job Description
Job title Front Office Executive
Place London

Job Summary work at the front office,
handling of the problems and taking care of all the front office operations.
Reporting to Front Head
Working Conditions Formal and professional
Job Duties T o greet the guests who come
in the Hotel, to make full arrangements for the guest, to make sure that everyone gets proper
service , to assist the higher manger in performing the essential work or task in the Hotel.
Job description in the service industry is an important part of the business organization as well as
for employee. Job specification is another crucial task in the Hilton Hotel Stratford. These two
aspects can be explained as following.
Job description-Job description contains the Job title or name of job,total working
hours,duties and responsibilities, working condition ans salary and incentives and work location.
For example,being in a service industry, Hilton Hotel Stratford has the job description having job
title as receptionist and the candidates must report to the hotel manager. Time of work are 9am to
6 pm with rational shift. Work summary includes work at the front office, handling of the
problems and taking care of all the front office operations (Hendry,2012). The work
responsibility of the receptionist contains to greet the guests who come in the Hotel, to make full
arrangements for the guest, to make sure that everyone gets proper service , to assist the higher
manger in performing the essential work or task in the Hotel. The candidate has to perform all
the computer system related to work at the Hotel. In the job description includes the
compensation to the employee as per the special provision for night shift and extra overtime.
Job specification-
Qualification MBA in Marketing
Experience Minimum 2 Years
Training Professional certificate in hospitality
Skills Best Communication
Responsibility To take care of issues of Guests

Emotional characteristics Polite
Sensory Demand Extrovert
Job specification is the combination of the knowledge, experience , skills,ability and education
which are compulsory to perform the specific job at then Hilton Hotel Stratford. All these
requirements are mentioned in the job specification like number of years of experience in the
same field of the job as the more experience leads to more efficient work by employee at
workplace. The degree, training and the particular certificate are needed for the specific job
profile. In job specification, personal characteristics of the employee are also determined to get
the most suitable person for specific position at the Hotel (Huselid and Becker,2011). For this
process high level overview of job requirements is done by the human resource manager of
Hilton Hotel Stratford.
These above efforts or tasks make the job specification easy and effective to get the right
person on the right position at workplace. Job specification is an useful element which helps the
human resource manger for recruiting the correct candidate and improve the performance of the
service delivery to the guest. Thus the job description and job specification are the two important
aspects which helps in recruiting the human resource in the service industry.
P 3.2 Comparing the selection process of different service industry’s business with that of Hilton
Hotel
The selection process contributes in smooth selection of eligible candidates for the
required position in service industry. General selection process includes some few important
stages like advertisement of job, scrutiny of candidates, many different tests, reference process,
medical fitness test and final appointment letter (Jabbour and Souza, 2013). In selection process,
different methods are used to conduct test and interviews. One of the most important interview
methods is patterned interview in which the question is planned at higher degree in terms of
accuracy, exactitude and passion. List of question is carefully prepared by the interviewer. Non
directive interview includes liberty to the interviewee so that he can speak as he wants to impress
the interviewer within a framework.
There are some difficulties in effective selection of suitable candidates. Followings are the
points which describe difference between selection process of both; Hilton Hotel Stratford and

Jet Airways:
 Scrutiny-This is the first step in selection process. In Hilton Hotel, Stratford, the
candidates are scrutinized by a written test which contains related questions in the paper.
People who pass the written exam goes to the next stage of selection process. On the
other hand, Jet Airways conduct a group discussion in which communication skills are
tested. The most skilled candidate in commutation is selected for the next level at
selection process.
 Medical fitness test-In Hilton Hotel, the medical fitness test is conducted of all the
selected candidates but it is not compulsory . On the other hand in the Jet Airways, the
medical fineness test is necessary test to get the job .Beacause it is a risky work while
doin the job in traveling through the airplane.
 In Jet Airwayssecond stage is interview in which the selected candidates are asked some
related questions about their job profile while in Hilton Hotel, Stratford, personal
interview is the third stage of selection process after a group discussion.
 In Hilton Hotel, reference check is done after personal interview. On the other hand, In
Jet Airways, there is psychometric test conducted in which most of the critical and
tactical issues are detected individually (Kakuma,Minas and Scheffler, 2011). After the
test of role play in which different roles are assigned to different candidates , it is
evaluated that how these personshandle a client on any issue. There are different
types for conducting interviews in service industry like formal, planned, patterned, non-
directive and depth, stress as well as group and panel interview. In the formal interview,
there is formal atmosphere in office where interview is being conducted like Jet Airways.
On the other hand, there is partially formal atmosphere in the office of Hilton Hotel,
Stratford as the job is all about politeness and humbleness. Another type of interview is
planned interview in which complete information about behavior and questions is already
decided.
 In Hilton Hotel, Stratford, after reference check, final appointment is made for the
selected candidates. On the other hand jet airways conduct the test of interpersonal skills
as well as intelligence and personality test. Finally, it checks the criminal record of
selected candidates. After all these tests and checking, final appointment letter is given to
the selected candidates (Kehoe and Wright, 2013). Thus, every business organization

operating in service industry has its own different selection process.
TASK 4
P 4.1 Assessing the contribution of training and development activities to effective operations of
Hilton Hotel, Stratford
Training and development are the main activities of mentioned hotel in which employees
are provided with several advanced knowledge related to their work. So, they can improve their
work performance and deliver the best services to guests. Training and development are needed
to make employees more comfortable with the latest trends in market in service industry.
Benefits of training and development- Training and development improves morale of
employees of Hilton Hotel, Stratford as it gives job security and job satisfaction to employees.
Satisfied employees contribute more to the success of company which leads to gain the
objectives of mentioned hotel (Kusluvan, Kusluvan and Buyruk, 2010). Another benefit of
training and development is that it makes employees better acquainted and he will need less
supervision by his superior in the task. There are few cases when the accidents happen due to
lack of knowledge about the latest machines. So, training and development helps in decreasing
the number of accidents at workplace.
The chances of promotions can be increased by more skilled and efficient employees
through training and development programs. It leads to the promotion on higher level position in
hotel. For example: a supervisor can be a manager with efficient work performance due to well
training. Productivity can be improved by the training and development in Hilton Hotel,
Stratford. As the employees become more effective in quantity in the work as well as quality of
work performance.
Barriers to training - Along with many positive impacts on the business organization,
there are some barriers which hinder the process of training and development. One of the huge
barriers is stubbornness and resistance to change in employees of hotel. Human resource
manager finds it difficult to train employees if they are not ready to accept the latest trend in
techniques as they are used to with the old one (Lengnick, Beck and Lengnick, 2011). If human
resource manager lacks in leadership quality then he cannot provide effective training to the
employees. Thus, training and development is an inseparable part of organization.

CONCLUSION
From the above report, it can be concluded that without employees, there is no existence
of service industry as they represent the organization in front of customers. If employees are not
happy with the employment, there will be no progress in the business organization in service
industry especially hotels. There can be positive as well as negative effects of the employment
law for service industry. There are many ways in which recruitment and selection process is done
for various positions in hotel industry like receptionist, banquette manager, waiter or cleaning
staff. In has been assessed that to sharpen the performance of employees, there are different
training and development sessions that are provided to the employees time to time.

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