Human Resource Management in Manufacturing

This assignment delves into the crucial role of human resource management (HRM) within the manufacturing industry. It examines the connection between quality management maturity levels and the implementation of effective HR development strategies. Additionally, it analyzes how HRM practices influence employee performance and reward systems, considering the impact of technology on future HR trends. The analysis draws upon scholarly research and real-world examples to shed light on best practices for optimizing HRM in a dynamic manufacturing environment.

HUMAN RESOURCE MANAGEMENT
FOR SERVICE INDUSTRIES
1

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................3
TASK 1............................................................................................................................................3
1.1 Role and purpose of human resource management...............................................................3
1.2 Analyzing supply and demand on the basis of human resource plan....................................4
TASK 2............................................................................................................................................5
2.1 Employment relations for hotel industry...............................................................................5
2.2 Effects of employment laws on the management of human resources..................................6
TASK 3............................................................................................................................................8
3.1 Job description and person specification of receptionist for Hilton Hotel............................8
3.2 Selection process of different businesses in service industries ...........................................10
TASK 4..........................................................................................................................................13
CONCLUSION..............................................................................................................................13
REFERENCES..............................................................................................................................14
2

INTRODUCTION
Human resource management is a separate department of company which consists of
different functions such as screening, recruiting, selecting, training and providing various
benefits to the employees. It will help an organization to deal with some major issues (Martineau
and et. al., 2013). Apart from this, it plays a vital role in helping companies to deal with greater
demand by improving performance of employees with the fast changing environment.
Furthermore, this is the process of managing people in the organization in different manner. This
present report is based on Hilton Hotel Stratford which provides different services to its
customers (About us, 2016). Purpose and role of Human Resource Management (HRM) have
been explained in this report along with its contribution in human resource planning for the cited
company. In addition to this, emphasis has been laid on employment law by considering its
effects on the management of human resources. Apart from this, contribution of training and
development activities on the operation of hotel has also been assessed.
TASK 1
1.1 Role and purpose of human resource management
Purpose of HRM in Hilton Hotel Stratford is to hire, train and develop the human
resources. According to the given scenario, Hilton hotel has established its new branch which
will cater the needs of customers with regard to different services such as Baggage Storage,
Barber Shop and Concierge Desk. Along with that, Foreign Currency Exchange, Gift Shop,
Laundry/Valet Service etc. will also be provided by new branch of Hilton hotel. Purpose of this
hotel is to provide comfort services to the customers. For fulfilling this purpose, hotel will
provide training to its employees. Through effective training and development, trainees will do
their best in the work as per the expectation of hotel management (Stone and et.al., 2015). Main
role of the hotel is to satisfy needs of the customers. It covers the fields of staffing, retention of
people, pay structure, setting of the management, changes in the management and many more
activities. It is an inherent part of organization which manages human resources.
Role of human resource manager is to provide friendly environment, employs orientation,
and manages all the necessary requirements of the employees. Manager plays a vital role in
different operations of HRM (Hoque, 2013). The major role of human resource manager is to
3

recruit employees, provide training to them, analyse performance appraisals, maintain the work
atmosphere and resolve the disputes of employees. It develops relations among the staff
members (Barrett and Media, 2016). Hotel management has to look each and everything before
they serve to their customers. Manager can use different techniques while providing discount on
goods and services offered by them. Purpose of hotel Hilton is not only to earn money but also to
satisfy the customer needs at each and every level. They want to create a good image among the
people (Nickson, 2013).
1.2 Analyzing supply and demand on the basis of human resource plan
Human resource planning is related to the process of identifying current and future needs
of Hilton hotel regarding human resources for achieving goals and targets of the company
(Storey, 2014). It is considered as a link between human resource management and overall
strategic plan which works for achieving the needs and demands of organization on the basis of
predetermined goals (Punnett, 2015). Different steps are there which help to find the main issues
regarding human resources of the business. Apart from this, it will also help the company to deal
with those things which are quite necessary and important for the business entity. Different steps
of human resource planning are explained below:
 Analyzing supply and demand- The first step of human resource planning is to analyze
demand and supply of the labor in the company. Hilton Hotel should work on finding
supply and demand of the employee within the workplace. They should consider the
major things such as what are needs of the organization regarding the availability of
human resources. This will make them able to find demand related to at the workplace
(Riccucci, 2015). They can use various methods for analyzing supply and demand at the
workplace regarding human resources such as they can make comparison of the work
with the number of people. By this, they will be able to know that how many more
employees are required for accomplishing the organizational work (Ulrich, 2013).
 Needs of the organization- The next step is to find the organizational needs and demand
through which Hilton Hotel will be able to find the human resource needs of business
(Alfes and et. al., 2013). If organizational needs are changed so human resource plan is
also needed to be changed with that. So, there should be flexibility in the plan so that it
4

can be changed with the needs and demand of the organization (Abdullah and Zulkifli,
2015).
 Finding internal and external factors- The next step is to find main external and
internal factors which affect the demand and supply of Hilton. Different factors are there
such as cost, substitute which affect human resource planning. As company is going to
hire new employees so they need to spend majority of time and money so that they can
make them selected as well as trained according to the working practices (Rowold, 2015).
This will be an expense for Hilton Hotel as every employee has different training needs
and organization should plan training program according to their suitability. This will
affect the planning of human resource and this will be a sudden expense for the company
(Beechler and Taylor, 2013). Other than this, recruitment policy also affects demand and
supply of human resource. Various employment laws are there which have major effect
on the organizational planning. Hilton should take care about these laws such as
employment act, discrimination act as well as equality act and should respond
accordingly.
The plan described above is suitable for the business as it is flexible with the changing
working environment and changing needs of the organization. Further, different types of factors
are there which affect human resource planning (Butts, Casper and Yang, 2013). Other than this,
HRM plan is more suitable for the business as it also takes care about various rules and
regulations of the government which are involved in affecting organizational moves regarding
hiring, training and managing people.
TASK 2
2.1 Employment relations for hotel industry
In every industry, employees and employer relations are there which need to be
maintained (Kehoe and Wright, 2013). In Hilton Hotel Stratford, relationship between employer
and employees also has a major importance for improving the productivity.
 Culture of employees- In this industry, cultural background of employees is different but
still they work together (Shields and et.al., 2015. Employees of hotel have to work
together so that they can achieve their tasks to attain common goal.
5

 Collective bargaining- It helps employees to reach up to their level. Employees
negotiate with the management regarding wages, salary and their others benefits.
Employees are using this way to fulfil their demands (Collective Bargaining, 2014).
 Negotiation- Employees focus on negotiating until and unless their demands are not
granted by employers (Kumpikaitė, 2015). They can negotiate with them till they don't
get satisfied from their workplace.
 Employee participation- Employee has to participate in every program which is
conducted by the employers. It gives information about the behaviour of employees.
 Disciplinary procedure- Employees of Hilton have to follow all the disciplinary
procedures so that any problem will not arise with other employees and by this, work can
be done in a proper way (Gambardella, Panico and Valentini, 2015).
 Grievances Procedure- If any employee has issue with another employee then he has to
follow the grievances procedure so that there is no problem to authority to understand the
exact problem of him.
In the given scenario, employees of the hotel are also following each and every procedure
so that relation between the employee and employer can be maintained effectively. There are
many more activities which employees have to take care during their employment period
(Rosnah, Karimah and Zulkifli, 2013). Employee relation should be very formal within the
organization so that it will not affect their working. There should be unity among employees of
the hotel so that ant type of issue can easily be solved by the employer. Employee employer
relation should be of free nature so that employee can easily discuss his or her problem with the
authority as they create the base in the hotel industry (Stern, and Coleman, 2015). During
employment period, employer is liable for any wrongful act of employees.
2.2 Effects of employment laws on the management of human resources
Different employment laws are there which are related with the management of human
resources at Hilton Hotel. These affect the overall recruitment and selection process of the
organization. Hotel should know about laws as these are related to the safety and protection of
employees (Shields and et.al.., 2015). These laws prevent employers for making any type of
discrimination between employees at the workplace. These laws work for protecting the interest
6

of workforce within the organization. Some major laws and regulations are described below
which need to be taken care by the hotel management:
 Employment relation Act, 2000- This act is related to employee protection in the
United Kingdom which also focuses on employment relations. This act works for
protecting employment rights of human resources within the workplace. Other than this,
it also states that employee should be given a clear idea about their retirement, dismissal,
maternity and paternity (Phillips and Gully, 2015). This act also deals with employment
rules and conditions in which employees have to work. All the things such as
disciplinary procedure and incentive packages should be clearly defined by the
employer. It is necessary for Hilton hotel to find issues which are related to employee
relations (Vidal‐Salazar, Cordón‐Pozo and Ferrón‐Vilchez, 2012). According to this act,
organization has to take care about maintaining relationships with employees at the
workplace without making any kind of discrimination.
 Employment rights Act, 1996 - It says that all the initial employment particulars,
disciplinary procedures, reasonably excessive documents and requirement of proving
alternative document should be clearly defined in a written statement with the seal of
employer. Before starting the employment contract, all these things have to be clear
between employee and employer so that there will be no issues after joining the
workplace (Martineau and et. al., 2013). Other than this, major terms and conditions of
the workplace should be taken into account so that employee can be aware of all the
important things of the company. Hilton Hotel should take care about the law before
hiring new candidates. All the people working in organization will be given with equal
rights. If the firm is not following the rules of this act, it may have to face severe
consequences.
 Equal opportunities act, 2010- This act deals with giving equal opportunities to each
and every employee. It prohibits employer to make discrimination among employees on
the basis of sex, race, religion and national origin (Stone and et.al.., 2015). Apart from
this, it will also protect rights of the employee who are discriminated according to
physical and mental disability. If any organization doesn't follow the rules of the act,
government has the option of taking legal action against them (Zimmerman, Gavrilova-
7

Aguilar and Cullum, 2013). Hilton Hotel should take care of this while hiring and
developing candidates. The organization should not make any kind of discrimination at
the workplace while giving opportunities to the people. Any discrimination on the
grounds of gender and age will be considered as unlawful activity.
 Sex discrimination act, 1975- This act prevents employees from sex discrimination at
the workplace. This is the act of UK parliament which works for protecting men and
women from discrimination on the grounds of sex or material status. This act is
concerned with employment, training, education, provision of goods and harassment of
premises (Shields and et.al.., 2015). It was established to promote equality of
opportunities between employees of the organization and protecting them from
discrimination on the grounds of their sex.
 Equal pay act, 1970- It is the act of UK parliament which works for providing equal pay
to each and every member of staff. This will prohibit the employer to make any
discrimination among employees on the grounds of their sex, age and national origin.
This will help employees to get same level of pay within the organization for their
services (Punnett, 2015). If business entity does not follow the act then any strict action
can be taken by the government of country. Hilton Hotel needs to take care of this act at
the time of hiring people. All employees working at the same position should be given
with same amount of wages. Hilton Hotel should not make any organizational policy
while offering different wages to the employees who are working at the same level.
TASK 3
3.1 Job description and person specification of receptionist for Hilton Hotel
Job analysis refers to the process through which the job duties and requirements are
identified. It is also a process to make judgements of a job based on the data collected. It is also
helpful in identifying the valid job contents and employment requirements.
Recruitment process is related to the process for attracting, selecting and appointing the
candidates for the vacant post in the company. It will help Hilton Hotel to find skilled and
experienced candidates for the growth of the organisation. Recruitment process is also
considered as the stage to choose people for unpaid and vacant positions.
8

Hilton Hotel is now preparing for hiring a receptionist who can work for handling and
greeting its visitors. A receptionist has many duties regarding solving the problems of visitors.
Receptionist performs many administrative tasks such as answering phones, receiving visitors
and providing general information about the hotel as well as its facilities to the public and
customers (Miller and Chen, 2015). Hilton Hotel needs person who can welcome guests
effectively, manage room bookings and become friendly and professional all the time with the
visitors. Further, job description and personal specification are described as below:
Job title: Receptionist Reporting to: HR Manager
Location: Tysons Corner, Virginia Nature/purpose of the job role:
 Filling visitors more comfortable with
the hotel environment.
 Dealing with request that guests make
during their stay.
 Solving the issues of visitors.
Main duties:
 Dealing with customers through phone,
e-mail, letter, fax or face-to-face
conversation (Riccucci, 2015).
 Completing procedure when guests
arrive or leave the hotel.
 Preparing bills and taking payments.
Managing room booking. Staying calm
at the time of pressure.
 Answering calls, receiving visitors and
providing general information about the
organization as well as its services and
facilities (Marchington, 2015).
 Monitoring logbook.
Hours of Work:
 Generally, 8 hours of working for a day
and 40 hours for a week. Working
hours can be shifted at the time of
pressure.
 Extra compensation will be given for
overtime work.
9

 Issuing visitor badges.
Qualification:
 GCSE standard Maths or English or
equivalent.
 Experience of working with a busy
Hotel reception environment.
 Experience of working with
confidential information (Abdullah and
Zulkifli, 2015).
 Knowledge about Excel.
Salary:
 Salary for the role is £ 50,000.
 Incentives will be provided for extra
working hours and working on
vacations.
Skills and knowledge required:
 Good oral and written communication
skills.
 Basics of numeric skills so can able to
do basic calculations.
 Interest of learning how to use
unfamiliar equipment or computer
programmers (Rowold, 2015).
 Basic computer skills. Ability to solve
errors at the workplace.
 Understanding of providing good
customer service.
Desirable:
 Candidate having higher degree would
be preferred.
 Professional qualification would also
be preferred.
 Member of ongoing professional
communications network to enhance
skills of development.
Essentials:
 Positive attitude.
 Organizational ability to deal with the
problems.
 Technology skills (Gambardella,
10

Panico and Valentini, 2015).
 Good listening skills.
 Dependability.
 Professionalism.
 International aplomb.
Personal specification for HR managers:
Personal qualities:
 Ability to communicate with a diverse
range of individuals.
 To be able to work under pressure.
 To build and maintain good working
relationship with colleagues and
customers at all levels.
 To be adaptable for every change. Self-
motivated with the ability to complete
routine and non-routine tasks as needed
(Chadwick, Super and Kwon, 2015).
 To enjoy working duties and
responsibilities without losing temper.
 To enjoy working as a part of team.
 Supportive to other staff members.
Qualifications:
 Degree in human resource
management.
 Certificate of using HR practices.
Experience:
 Experience of recruitment, interviewing
and assessment.
 Current Knowledge of employment law
and HR best practice.
Skills:
 Excellent written and verbal
communication Skills.
 Influencing, persuading, coaching and
negotiating skills.
 Ability to prepare HR communications
appropriate to the audience.
Personal Qualities:
 Able to work and stay calm under
11

pressure.
 Commitment to working as part of a
team.
 Ability to work in a confidential and
Professional Manner
3.2 Selection process of different businesses in service industries
Different service industries have different types of recruitment and selection process for
hiring employees. It will differ because of their job responsibilities and duties. For example:
health care service industry has their own process which is totally different from hotel industry
(Prayag and Hosany, 2015). In health care, candidates are selected on the basis of their working
capacity and ability of handling complex works rather than watching their communication skills
and professionalism (Stern, and Coleman, 2015). In a health care center, there is no need of
making effective communication for attracting people. While, in hotel industry, it is important
for the organization to make effective communication with the visitors through which they can
find facilities within the hotel.
RECRUITMENT AND SELECTION
PROCESS FOR HEALTH CARE
INDUSTRY FOR HR EXECUTIVE
RECRUITMENT AND SELECTION
PROCESS FOR HOTEL INDUSTRY FOR
HR EXECUTIVE
 Identifying organizational needs is
the first step of selection and
recruitment process (Brookes,
Brewster and Gollan, 2015).
 Finding vacancies within the organization
is the initial stage.
 Conducting written examination
regarding health care issues.
 Conducting test regarding current trends
in hotel industry (Miller and Chen, 2015).
 Behavioral based interviews are
conducted for finding right
individuals (Hendry, 2012).
 Interviews are conducted regarding
professionalism suited for hotel industry.
12

 The major requirement of health care
organization is to find candidate who
is related to health care institutions
(Phillips and Gully, 2015).
 The major requirement of hotel industry
is related to have great communication
skills and capability of understanding
nature of different people.
 Health care industry generally prefers
to use advertising methods for
announcing vacant post.
 Hotel industry goes for recruiting people
through campus placement or making
announcement on employment sites
(Delahaye, 2015).
 They use practical issues for finding
the knowledge of candidates at the
time of taking interview.
 In hotel industry, such type of practical
papers is not conducted.
 Health care industry faces barriers
regarding conducting practical test as
it is difficult to find problem for the
candidates.
 Hotel industry faces barriers regarding to
make perception about the candidates.
 In the application form of health care
industry, major things are related to
health care services.
 Application of hotel industry consists of a
detail description about the consumer
services.
 Information provided to candidates in
health care industry involves the facts
which are required for the job at the
time of rendering health care services
(Marchington, 2015).
 Information provided to candidates in
hotel industry includes detailed
description about the requirement related
to responsibilities and duties of the vacant
job. Candidate must have proper
knowledge about certain things (Rowold,
2015).
 Health care industry uses
unstructured methods of conducting
interviews so that they can find
 Hotel industry uses structured method of
conducting interview as they have fixed
and structured working responsibilities.
13

skilled candidates. This can be
changed according to the situation of
time or demand of the organization.
Companies can change this type
according to the role of vacant post
(Romiszowski, 2016).
 In health care industry, candidates
are preferred who have more working
experience.
 In hotel industry, there is less need
regarding past working experience of the
candidates.
 The main steps in selection and
recruitment process of health care are
conducting written test and practical
test of the employee.
 While, in hotel industry, the main steps of
selection process are to conduct an online
test for the candidates in order to identify
his or her knowledge regarding current
market trends and then make an interview
through which they can examine
communication skills of the candidates
(Chadwick, Super and Kwon, 2015).
 Person specification in health care
industry is related to examine the
knowledge of candidate regarding
medical issues.
 Here, personal specification is decided
according to the demand of hotel industry.
TASK 4
Task 4 is covered in PPT
CONCLUSION
From the aforementioned report, it can be concluded that human resource management
plays an important role in developing skills and abilities of the employees. Developing good
culture at the workplace helps staff members to give their best. Apart from this, creating job
description and person specification will help the organization to analyze human resource
requirements which help to find qualified candidates for future. Furthermore, the report also
14

concludes that training plays an important role in making employees more skilled. It will also
help the organization in achieving good productivity. There are lots of benefits of conducting
training and development programs for the employees such as induction training, job instruction
training and vestibule training. Other than this, the report also determines that training and
development plays an important role in enhancing organizational profits.
15

REFERENCES
Journals and books
Abdullah, L. and Zulkifli, N., 2015. Integration of fuzzy AHP and interval type-2 fuzzy
DEMATEL: An application to human resource management. Expert Systems with
Applications. 42(9). pp.4397-4409.
Alfes, K. And et.al., 2013. The link between perceived human resource management practices,
engagement and employee behaviour: a moderated mediation model. The international
journal of human resource management. 24(2). pp.330-351.
Beechler, S. and Taylor, S., 2013. The transfer of human resource management systems
overseas. Japanese Multinationals (RLE International Business): Strategies and
Management in the Global Kaisha. pp.157.
Brookes, M., Brewster, C.and Gollan, P. J., 2015. The institutional antecedents of the
assignment of HRM responsibilities to line managers. Human Resource Management.
54(4). pp.577-597.
Butts, M.M., Casper, W.J. and Yang, T.S., 2013. How important are work–family support
policies? A meta-analytic investigation of their effects on employee outcomes. Journal of
Applied Psychology. 98(1). pp.1.
Chadwick, C., Super, J. F. and Kwon, K., 2015. Resource orchestration in practice: CEO
emphasis on SHRM, commitment‐based HR systems, and firm performance. Strategic
Management Journal. 36(3). pp.360-376.
Delahaye, B., 2015. Human resource development. Tilde Publishing.
Gambardella, A., Panico, C. and Valentini, G., 2015. Strategic incentives to human capital.
Strategic Management Journal. 36(1). pp.37-52.
Hendry, 2012. Human resource management. Routledge.
Hoque, K., 2013. Human resource management in the hotel industry: Strategy, innovation and
performance. Routledge.
Kehoe, R.R. and Wright, P.M., 2013. The impact of high-performance human resource practices
on employees’ attitudes and behaviors. Journal of Management. 39(2). pp.366-391.
Kumpikaitė, V., 2015. Human resource training evaluation. Engineering economics. 55(5).
Langley, A.N.N. And et. al., 2013. Process studies of change in organization and management:
unveiling temporality, activity, and flow. Academy of Management Journal. 56(1). pp.1-
13.
16

Marchington, M., 2015. Human resource management (HRM): Too busy looking up to see
where it is going longer term?. Human Resource Management Review. 25(2). pp.176-
187.
Martineau, T. And et. al., 2013. Coherence between health policy and human resource strategy:
lessons from maternal health in Vietnam, India and China. Health policy and planning.
pp.czt102.
Miller, D. and Chen, M. J. 2015. Reconceptualizing competitive dynamics: A multidimensional
framework. Strategic Management Journal. 36(5). pp.758-775.
Nickson, D., 2013. Human resource management for hospitality, tourism and events. Routledge.
Phillips, J. M. and Gully, S. M., 2015. Strategic staffing. Pearson.
Prayag, G. and Hosany, S., 2015. Human resource development in the hotel industry of
Mauritius: myth or reality?. Current Issues in Tourism. 18(3). pp.249-266.
Punnett, B. J., 2015. International perspectives on organizational behavior and human resource
management. Routledge.
Riccucci, N. M., 2015. Public Personnel Management. Routledge.
Romiszowski, A. J., 2016. Designing instructional systems: Decision making in course planning
and curriculum design. Routledge.
Rosnah, M.Y., Karimah, W.W.N. and Zulkifli, N., 2013. Quality management maturity and its
relationship with human resource development strategies in manufacturing industry.
KMUTNB: International Journal of Applied Science and Technology. 3(3). pp.53-63.
Rowold, J., 2015. Human Resource Management Controlling. Springer Berlin Heidelberg.
Shields, J. and et.al., 2015. Managing Employee Performance & Reward: Concepts, Practices,
Strategies. Cambridge University Press.
Stern, M. J. and Coleman, K. J., 2015. The multidimensionality of trust: Applications in
collaborative natural resource management. Society & Natural Resources. 28(2). pp.117-
132.
Stone, D. L. and et.al., 2015. The influence of technology on the future of human resource
management. Human Resource Management Review. 25(2). pp.216-231.
Storey, J., 2014. New Perspectives on Human Resource Management (Routledge Revivals).
Routledge.
Ulrich, D., 2013. Human resource champions: The next agenda for adding value and delivering
17