Contemporary Issues and Emerging Trends in HRM in Hospitality Industry

This document discusses the contemporary issues and emerging trends in HRM in the hospitality industry. It explores the challenges faced by HR in attracting and retaining talent, managing a global workforce, and dealing with mergers and acquisitions. It also highlights the emerging trends in performance management and technology that are shaping the industry.

Human Resource
Management

Table of Contents
INTRODUCTION...........................................................................................................................3
MAIN BODY...................................................................................................................................3
1. Contemporary issues and emerging trends with HRM in Hospitality Industry.......................3
2. Job description and Person specification of management positions within hospitality
industry........................................................................................................................................3
3. Process of Performance Management and Recommendations to minimize staff turnover,
identify training needs and enhance promotions.........................................................................8
4. Policies and practices of Hilton Hotel ..................................................................................11
CONCLUSION .............................................................................................................................13
REFERENCES..............................................................................................................................15

INTRODUCTION
Human Resource Management is the process in which different procedures are identified
and worked upon such as recruitment, selection, training, development, employee retention
analysis etc (Michael, 2019). Hilton Hotels is a Global brand for full servicing in hospitality
sector which provides customer leisure of stay and enjoyment.
The report will explain contemporary issues and emerging trends of HRM in hospitality
industry which is Hilton Hotel. Further, Job Description and Person Specification of
Management positions will be analysed which will describe position and work of Managing
Director, Departmental Manager and Supervisor. Process of Performance Management will be
assessed which will elaborate approaches of Performance Management like 360 — degree
Feedback Approach, Forced Distribution Approach and Management by Objectives (MBO's)
approach. Policies and practices of Hilton Hotel will be elaborated by using the policies which
the organization follows such as Recruitment and Selection, Training and Development.
Therefore, HRM plays major role in organization for betterment of overall process to be
effective and efficient and through this HR policies and practices are known which will enable in
acknowledging different techniques through which changes are taken place in organization.
Thus, it will be concluded from topic HRM on overall basis for Hilton Hotel for hospitality
industry.
MAIN BODY
1. Reflection on contemporary issues and emerging trends of HRM in hospitality industry
Human Resource Management is defined as the process of recruiting, selecting,
deploying and managing employees of organization. Contemporary issues which have arisen in
HRM of hospitality industry are described as follows -
As per the given articles 10 of Today’s Common Human Resource Challenges, (2021)
and my observation and, HR faces the challenge in attracting and retaining talent. Hospitality

industry is working hard for maintaining sustainability in business performance (Hans and et.al.,
2019). HR faces this difficulty of attracting and retaining talent for the hospitality industry as
they are unable to reach out to the individuals who are applicable for the job role. The
contemporary issue from the article is been reflected in the sense that Hospitality industry is also
unable to retain the employees as hospitality industry does not assure the employees for their job
role. In my opinion, HR faces this issue in attracting and retaining talents due to the policies and
procedures which the hospitality industry adheres to significant.
According to the article Contemporary Issues and Challenges in Human Resource
Management, (2015) online available thorough, I have observed that one of major challenges
which HR faces in hospitality industry is managing global workforce. As this one of the big
industry which serves individuals through its hospitality, therefore it becomes difficult for HR To
manage global workforce (Holland and et.al., 2019). Unable to connect globally, HR policies fail
to work in such situations which lead to poor organization management and increase in employee
turnover. Managing global workforce becomes challenging to HR management in hospitality
industry as this is one of major factors through which position of organization is valued. HR
faces issues in managing the workforce in organizations which largely affects overall growth and
development of business. This becomes a challenge when organizations in hospitality industry
are not able to improve and enhance their workforce quality and performance. Thus, in my
viewpoint major challenges HR is facing in hospitality industry is ineffectiveness in managing
the workforce.
Second major challenge which hospitality industry faces is mergers and acquisitions with
other companies. What I observe in this issue is that when companies in hospitality industry
merges with other companies all the procedures and processes are disturbed which are framed by
HR departments of those companies (Sheehan, 2019). HR is affected by the different mergers
and acquisitions procedures. This becomes challenging to the companies as legal laws are varied
on the economic grounds. Different companies follow different rules set by government and
some companies rules gets affected to other companies. I have observed that HR faces this
difficulty due to which the employee performance is also affected, and they are unable to
contribute fully with the organization. HR policies and practices fail in such challenging
situations. Thus, In my viewpoint, I have reflected to this situation which gives me details that
mergers and acquisitions at a point also affects the company negatively.

Emerging Trends in HRM of hospitality industry are described as follows -
According to the Article Focus on the latest trends in human resources' management,
(2020) I have observed that there are various human resource management trends like
Performance management, new technology trends etc is helping the Hospitality industry to grow
within the UK market. Performance management is the new HR trend that can help to improve
organizational structure along with employee performance. Also, new strategies and procedures
will increase the efficiency and effectiveness of employees to provide Hilton Hotel the best of its
services to customers (Dutta, 2018). Development in all other factors like providing proper
training sessions and recruiting individuals on that basis will help employee feel encouraged and
motivated to deliver quality work which will also result in minimum employee turnover in
company. My evaluation is facilitation and cooperation and effective communication in
organization to provide all essential information to organization coming from employers and
employees. The performance evaluation process allows employers to gauge performance of
employees and identifies areas which requires changes. Performance coaching can be done
within and outside hospitality industry and through professional interventions and through 360
degree reviews. I have observed that performance coaching helps the employees learn a lot about
themselves. Performance Management is a management tool that is applied at corporate helping
managers to monitor and evaluate employees' work (Soni, 2019). Performance of employee is
analysed and evaluated on the basis that how they perform in their work by applying best of their
abilities and competencies to provide quality work to organization effectively and efficiently.
Advancement in technology helps in making the process of providence of services and
products of organization become better to customers. Improvement in management structure
should be considered as an important aspect for both employees and employers. Through my
observation recruitment and selection process should be effectively followed and worked out
within the organization. Performance management is all about improving performance of the
employees and if that does not happen then the very immediate step is getting rid of the poor
performers by transitioning poor performers out of Hospitality Industry (Pieris and et.al., 2019). I
think, effective termination of employees gives way the message to other employees of
organization that they must meet their expectations or suffer the same consequences. When the
employees deal with performance — related termination, employers should use progressive

discipline. Thus, technology in my opinion has improved ways of techniques in hospitality
industry as how they are operating and the ways in which they are considering the changes which
effectively and efficiently works for the betterment of whole industry. In this, HR has made and
created ways in increasing the work efficiency and more clearance is provided through the new
systems which have occurred as emerging trends such as online base systems, Artificial
Intelligence and many other techniques which help in development of aspects which needs
improvement.
2. Job description and Person specification of management positions within hospitality industry
There are different range of management positions within Hilton Hotels.
Job description and Person Specification of Managing Director of Hilton Hotel is elaborated
as follows -
Job Description —
Responsibilities -
 Managing Director develops and execute Hilton Hotel's business strategies.
 Managing director prepares and implements business plans to facilitate achievement by
operating cost — effectively.
 Market development activities are comprehensively and skilfully framed by Managing
Director (City, 2019).
 Managing Director provides strategic advice to the Board and Chairperson for having
accurate view of market position.
 Managing Director ensures that Hilton Hotel's legal guidelines and policies are
communicated effectively.
 Managing Director acts as public speaker and public relations representative form the
company.
 Managing Director's responsibility is to analyse the problematic situations and rectify
them. Managing Director delegates responsibilities and supervises the work of executives.
Requirements -
 Preferred master's degree in the field of business or marketing.
 Proven experience as Managing Director.
 Thorough knowledge of market changes and forces influencing Hilton Hotels.

 Excellent analytical and problem — solving skills.
 Effective leadership and organizational skills.
 Understanding of Corporate finance.
 Individual should be familiar with the best management practices and corporate laws that
are to follow.
 Should be well versed with demonstrating business and strategic plans.
 Excellent inter personnel and presentation skills.
 Able to excel high — pressure situations. Proficiency in working on Microsoft office effectively and efficiently.
Person Specification -
 Proven leadership skills.
 Experience of managing complex workload.
 Excellent self — organization and time management.
 Effective inter personnel skills with the ability to motivate and inspire employees.
 Should be flexible in working towards changes (Pató, 2017).
 High level understanding of financial management.
 Experience in dealing with diverse range of stakeholders.
 Ability to analyse, examine and evaluate the operations and programmes of company.
 Awareness of own capabilities and competencies to act towards changes and other
constant work processes.
Job Description and Person Specification of Departmental Manger of Hilton Hotel is
elaborated as below -
Job Description -
Responsibilities -
 Departmental manager recruits, interviews and orients new employees for the Hilton
Hotel.
 Departmental Manager ensures high level of quality work is met by the employees.
 Job Expectations to employees are being communicated by the Departmental Manager.
 Enables productive work environment within the company (Stewart, 2019).
 Main responsibility of Departmental Manager is to set short — term and long — term
strategic goals.

 Also, Departmental Manger of Hilton Hotel is responsible to motivate and facilitate
professional growth of employees effectively and efficiently.
 Ensures company and organization regulations are being followed.
 Departmental Manager forecasts budgetary requirements and manages departmental
budget. Departmental Manager of Hilton Hotel also evaluates performance of employees and
directs them to improve where necessary.
Requirements -
 Degree in finance, Accounting or related field.
 Analytical and statistical aptitude required.
 MBA field individual
 Confident and self-motivated
 Exceptional interpersonal skills.
 Excellent verbal and written communication.
 Highly diligent and organized.
 Able to drive out results.
 Proficient in using data entry software and Microsoft Suite.
 Ability to manage and organize multiple company initiatives. Strong understanding of business goals and objectives.
Person Specification -
 Minimum 5 year experience working in management and administrative role.
 Able to implement human resource practices and policies.
 Able to manage teams and employees of Hilton Hotel.
 Experience of managing budgets.
 Able to effectively and effectively plan finance of department.
 Able to monitor process of department (Özduran and Tanova, C., 2017).
 Demonstrable organizational skills to fulfil the task or work.
 Creative ability necessary for the job profile.
 Ability to take initiative and plan activities to reach departmental goals.
 Desirable project management and change management skills and experience.
 Able to work with high level of Microsoft Office packages.

 Experience in using computerized financial systems of the Hotel entity.
Job Description and Person Specification of Supervisor of Hilton Hotel is elaborated as
below -
Job Description -
Responsibilities -
 Main responsibility of supervisor is to set gaol for performance and deadlines that abide
by company's plan and vision.
 Supervisor monitors employee productivity and provides training to the employees on
their feedback (Burgess, 2020).
 It is supervisor responsibility to prepare and submit performance reports.
 Rewards and promotions are decided by the supervisor to provide to employees of the
Hotel entity.
 Supervisor responsibility is to maintain personal records and manage time for extra work
to be done.
 Supervisor ensures that they are able to train and hire new employees.
 It is the supervisor's responsibility to pass on information to employees from upper
management. Supervisor's main responsibility is that to solve issues and problems arising in the
company.
Requirements -
 Excellent communication and interpersonal skills.
 Knowledgable about MS Office.
 Proven experience as supervisor or relevant role.
 Outstanding leadership and organizational skills.
 Ability to learn variety of job descriptions.
 Diploma or certificate in management or relevant field required. Should be familiar with company guidelines and legal policies.
Person Specification -
 Minimum one year experience in supervisory role.
 Experience in supervision of large team.

 Should be proficient in all Microsoft functions such as Microsoft Word, Excel, Office.
 Able to work in internal audits and conduct appropriately along with implementing
corrective actions.
 Healthcare/Hotel experience.
 Ability to identify resources within area to achieve effective outcomes.
 Ability to supervise the planning and organizing of activities.
 Should be able to express ideas logically and clearly.
 Ability to communicate effectively and efficiently by sharing information to keep
relevant people informed.
 Should be aware of own strength and weakness.
 Ability to maintain confidentiality while listening to concern of employees.
 Should possess the ability to solve problems and issues arising in the industry.
3. Process of Performance Management and Recommendations to minimize staff turnover,
identify training needs and enhance promotions
Performance Management is a management tool that is applied at corporate helping managers to
monitor and evaluate employees' work (Bartz and et.al., 2017).
Process of Performance Management within Hilton Hotels is explained below —
Step 1 — Select Right People — Performance management focuses on getting right employees
for Hotel industry so that appropriate training is provided to them to make their performance
effective and efficient. The process of selecting the best employees starts with recruiting efforts
been made by organization. This process involves screening and interview stages (Honig and
et.al., 2019). This concerns legal and criminal background check of employees before making
them place at the position. Through this, it is analysed that whether selection of employees is
best suited for their job.
Step 2 — Setting Expectations — Once the candidate becomes employee, the individual is
provided all the necessary information about the organization and the role which will be fulfilled
by them. Expectations are set for employees which helps in making sure that they follow all
rules and regulations and perform their work effectively and efficiently (Amaratunga and et.al.,
2018). Along with this orientation stage is set for employees which provides the employees wit h
all detailed information in employment forms and provides new employee with a detailed

employee handbook to follow. This orientation process educates the employees about the rules,
procedures and regulations that are essential for both employees and organization. Along with
this, on — job training opportunities are provided to employees in the hospitality industry so that
they perform their duties and responsibilities in an effective and efficient way. On — job training
improves the quality of performance.
Step 3 — Performance Coaching — Performance coaching is provided to employees to
improve their quality of work which they perform on daily basis. The coaching helps employees
analyse their core strengths and weaknesses. This coaching consist of progressive discipline
procedures and periodic performance evaluation (Lebas, 2018). Hospitality employers use
checklists, inspection reports or other similar means to provide feedback to employees on daily
basis. This feedback forms help in identifying the employees issue and solves them
instantaneously. Other factor is progressive discipline which helps in avoiding legal liability.
Employees when provided feedback work towards their work in constructive way by giving in
full input.
Step 4 — Get Rid of Poor Performers — For this, disciplinary memos should be created which
assists in taking actions towards employee poor performance and clear statement of
consequences are provided to the employee by employer (Bourne and et.al., 2017). Along with
this, written disciplinary warning are provided to employees which denote their termination due
to poor performance bing served for hospitality. Thus, poor performance also affects reputation
of Hilton Hotels as they have created good reputation in business.
Approaches to Performance Management — There are three main approaches to Performance
Management which is elaborated below -
360 — Degree Feedback Approach — One of the most comprehensive performance appraisal
method is 360 — degree feedback method (Kanaslan and et.al., 2017). This performance
appraisal technique incorporates feedback from employee with whom evaluated employee
works. Superiors and subordinates evaluate performance of collogues, managers, supervisors and
upper — management employees. In this technique, training is provided to the employees who
have no experience in evaluating performance of their co — employees of Hilton Hotels over
their feedback appraisal to be effective and efficient in long run.

Forced Distribution Approach — This method requires supervisors, directors or mangers to
rank employees of Hilton Hotels based on their aptitude, performance and suitability of
promotion or their total tenure with organization. The force distribution method fosters
competitive work environment. This method is also refereed as 20 – 70 – 10 formulae. Promise
shown by the employees are ranked as top 20 percent of company's employees, average
employees make up roughly 70 percent of the workforce and 10 percent of employees
performance falls below company expectations. Thus, this method is helpful in evaluating the
performance of employees at its best.
Management by Objectives Approach — Employers of Hilton Hotel rely on Management by
Objectives (MBO's) for evaluating employees performance. MBO's helps in determining the
goals which are essential and the necessary steps to achieve those goals for employee
performance (Kloot and et.al., 2018). Timeliness and Completeness are the two aspects through
which employee's performance is evaluated. Thus, this is seen that employees' performance is the
basic tool in the hospitality industry which serves the organization with best of what is suitable.
This method also enables the employers' activity to look out to employees, so they perform better
in their work in providing and productivity.
Recommendations -
 Minimize staff turnover by framing policies and rules such that employees' retention is
low. For this, activities and practices should be regulated in organization which makes
the interest of employees to take part in it more.
 Training needs should be identified by the organization so that employees can get benefit
of improvement in their performance, and they are able to analyse their key strengths and
weaknesses (Metzenbaum, 2018).
 Promotions should be enhanced in an effective and efficient manner sop that employees
are encouraged and motivated to perform and deliver the best of what they have to the
organization.
 Long — term strategies should be developed for achievement of goals and objectives in
an appropriate manner.
 Quality expansion aspect should be motto of the organization which addresses expansion
of quality work performed by the employees and employers.

 Comprehensive market information should be analysed which helps in evaluating
external business market structure for better assessment of organization's position in
market.
4. Policies and practices of Hilton Hotel
Policies which are followed by Hilton Hotel are explained as -
Recruitment and Selection — Hilton Hotel follows the policy of recruitment and selection for
employees. The recruitment process cons how effectively individuals work in process of
recruitment. Recruitment refers to evaluation and determination of need for a position.
Recruitment of individuals is done which is on the basis that they apply for vacant
position for the job. Hilton Hotel recruits and selects individuals who are the best applicable for
job requirement (Anderson and et.al., 2018). Recruitment and selection process of employees of
Hilton Hotels helps in analysing the various ways of work which has to be performed. This
process is one among the best HR policy which is followed by organization.
Employees of organization are recruited and selected on the basis of their skills and
capabilities which demonstrates the competencies of employees towards their job and work. The
Hotel policy is to recruit and select those individuals who perform better during the recruitment
process. Thus, this also helps the organization and its structure to frame such policy so that
employee productivity factor is maintained and employees are able to deliver their best to
hospitality industry. Selection helps in analysing capacity of employees and their performance.
Hilton Hotel follows recruitment and selection process which helps the organization
place the right people at right jobs effectively and skilfully.
Practice followed in recruitment and selection process is that Hilton Hotel is known for its fair
interview process of the candidates (Rozario and et.al., 2019). For this, company follows non-
discrimination methods of recruitment and selection. Hilton Hotel starts the process through
advertisement for job. This business hires individuals on the basis of skills and talent and give
preference to experienced candidates. For selection process Hilton has differed in ways in which
talents are based on logical reasoning and perception of candidates. Organization focuses more
on knowledge and information of candidates rather than their experience and documents which
they acquire.
This practice in recruitment and selection process has helped Hilton Hotel grow and
develop over the years and has provided employment to skilled and experienced workforce.

Larger the organization, effective and efficient are rules of organization. Thus, recruitment and
selection of the individuals enhances reputation and brand image of Hilton Hotels. As focus of
organization is to hire and place such individuals who contribute to company's welfare and
association in such manner that there are no negative effects of market structure to the
organization. The changes which takes place within company lead to positive ways of creating
employee efficiency and providing them healthy and safe business environment. Thus,
recruitment and selection of individuals is based on higher self of regulations and laws which
company follows in maintaining its employee turnover.
Training and Development — Training refers to the process in which individuals are trained to
work according to their work which has been allotted to them (Niazi, 2017). Employees of
Hilton Hotel are trained for the benefit that they produce effective results and generate
productivity in their work. Training is essential for employees of Hilton Hotel as it ensures the
effectiveness and efficiency in their work. They are trained on various levels which encourages
and motivates them to perform their job in excellent manner. The organization makes sure that
proper training and development process is followed by individuals so that they contribute
successfully to company.
Training and development HR policy is an effective way in which the employees
capacities and competencies are analysed through which they deliver their best performance. The
process also helps in assessing individuals skills and capacities and the levels to which they can
grow and enhance their performance. Training is provided to candidates who are less
experienced and lesser effective at their job role.
Thus, training and development process encourages employees to perform their level best
and learn various new things which helps them at their job. Training is therefore provided to
individuals who willingly give in their best for welfare of the organization. Both these factors
work on the scale of that organization empowers and engages in creating effective and efficient
employees.
Practice which is followed by Hilton Hotel through training and development is they have
announced an innovative training program which helps employees of company contribute to
organization at their fullest capacities. This program involves six team members who have been
given opportunity to undergo six months training to enhance their English language skills and

join Hilton Hotel to receive on — the — job hospitality skills training. Furthermore,
organization aims to equip six new individuals with industry skills and knowledge so that they in
future empower other employees.
This new program immersed in employing new skills and knowledge among other
members of organization. Due to this new program Hilton values and culture has been shaped
which creates position in external business environment (Armstrong and et.al., 2018). This
program was important to invent as it helped in setting clear business objectives and figures out
other different ways to grow more. This practice initiated by Hilton allows flexibility to
employees in which they work with modern approach of getting work done by providing
employees flexible start and finish, work from home, modified work hours etc.
Thus, this training and development process ensures effective and efficient performance
to be delivered from them that contributes to organization on wholesome basis skilfully. The
practice of training program been introduced helps in analysing business objectives and goals for
organization to prosper in terms of excellence and progress.
CONCLUSION
Thus, it is concluded from the above report that contemporary issues and emerging trends
of HRM in hospitality industry which is Hilton Hotel helped in analysing these two major
aspects on large basis. Further, Job Description and Person Specification of Management
positions were analysed which described position and work of Managing Director, Departmental
Manager and Supervisor. Process of Performance Management was assessed which elaborated
the approaches of Performance Management like 360 — degree Feedback Approach, Forced
Distribution Approach and Management by Objectives (MBO's) approach. These approaches
helped in analysing the performance management process effectively and efficiently on large
grounds. Policies and practices of Hilton Hotel were elaborated by using the policies which the
organization follows such as Recruitment and Selection, Training and Development. This was
also described on the basis that what practices are followed through these policies. Therefore,
HRM plays major role in organization for betterment of overall process to be effective and
efficient and through this HR policies and practices are known which enables in acknowledging
the different techniques through which changes are taken place in the organization for growth in

future perspectives. This is concluded from topic HRM on overall basis for Hilton Hotel for
hospitality industry.
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