Issues in Human Resource Management

This report discusses the issues and trends in human resource management in the hospitality industry, with a focus on Hotel Hilton. It covers topics such as emerging trends, job descriptions, person specifications, managing people and performance, and training materials for HR. The challenges faced by the industry and strategies for managing workforce are also highlighted.

Issues in Human
Resource Management

Contents
INTRODUCTION...........................................................................................................................3
LO1 & LO2......................................................................................................................................3
Articles that are related with contemporary issue and emerging trends.................................3
LO3..................................................................................................................................................7
Person specification and job description................................................................................7
LO4..................................................................................................................................................7
Managing people and performance........................................................................................7
LO5................................................................................................................................................10
Training materials that helps HR..........................................................................................10
CONCLUSION..............................................................................................................................10
REFERENCES..............................................................................................................................12

INTRODUCTION
With the increase in number of organisational operations it is understand that employees
or individual workforce are most important asset for organisation which aids management to
accomplish their desired goals and objectives in an accurate manner. Hospitality industry is
increasing its size with rapid speed through satisfying customer needs and wants at global level.
HRM plays an essential role in organisation for managing and controlling workforce or
individuals who are engage in operation and functions of business (Zaitseva and et. al., 2016).
This report is written from perspective of Hotel Hilton which is operating its business in
hospitality industry at international level. It’s headquarter is situated in Virginia, US from where
organisation operate their business in more than 80 countries. Moreover, this report will focus on
issue and trends of human resource management. Job description and person specification are
also designed and develop in the upcoming report. In the last, contemporary knowledge and
understanding of approaches about performance management and people development will also
be highlighted in the report.
LO1 & LO2
Articles that are related with contemporary issue and emerging trends
Hospitality industry relates with interaction of consumer for satisfying its needs and wants
by providing good and services. Accommodation, restaurant, tour package etc. are key aspects
for hospitality industry which is leading business to enhance and provide customer experience to
satisfy all needs and wants in accurate manner. It is also important for employees of organisation
to manage all work within effective manner to improve goodwill and brand value of all services
and products which are provided by organisation. Some articles which demonstrate issue and
trends which are faced by employees in hospitality industry for managing workforce are mention
as follow:
Emerging trends related with HRM
According to Gayani Hewagama. 2015. in the present scenario, most of the organisation
are accomplishing specific and desired results by engaging skilled employees in management
(Tolkach, Chon and Xiao, 2016). Therefore, employees are working as the backbone of
hospitality industry that is increasing business profits through increasing productivity of

organisational operations. In order to attract potential candidates HR manger of hotel considers
emerging trends which are mention as follow:
 To increase organisational goodwill- Almost all operations of hospitality industry are
done with engagement of employees but due to high turnover rate of employee it is
complex for Hotel Hilton to retain effective employees (Stone and et. al., 2015). So to
overcome from this management focus to improve their goodwill through utilising
social tools that leads company to improve brand image and its attract skilled
candidates for work with Hotel Hilton.
 Implement of technology- With increase in technology aspect it is identified that
organisation are performing its operations with help of software, automated machines
and information system. In context of Hotel Hilton it is beneficial organisation because
it is leading management to manage and complete all projects in minimum time
period. So with better track system it is easy for management to monitor performance
of all employees.
 Organisational culture and value- This is essential for all employees to complete their
work within similar environment. It refers that hotel Hilton implement new value and
culture that leads to complete all work in effective manner. With this employees also
understand and manage work as per right value and culture.
 Skills and capabilities of employees- For developing positive work environment in the
organisation internal premises employees plays an crucial role but due to diverse
workforce it is complex for management to complete all work in proper manner.
Therefore, Hotel Hilton undertakes those aspects which show skills of employees due
to which it is easy to develop positive relations in organisation.
Issue related with hospitality industry
From the perspective of Cathy A Enz, 2015. Managing workforce within hotel industry is
a complex task for organisation due to its large size and wide scope. Along with this it is also
monitored by management of Hotel Hilton that market conditions and environment is too
dynamic (Sheehan, Ellinger and Ellinger, 2014). So it is complex to satisfy needs of customers
within proper manner because of some issue related with HRM which is mention as follow:
 Low involvement of workforce- Hotel Hilton operates its business at a large platform
which refers that there are large number of employees are involved in organisation.

On the other side, Hilton management follow rigid structure employee are not allowed
for participate in organisational function which generates issue for management.
Example- due to non-involvement of workforce management face challenge to
communicate with its workers.
 Low retain of employees- The most challenging part for Hotel Hilton refers that
employees not retain for longer period because job roles of hospitality department are
too complex and time consuming (Sheehan, 2014). So due to this it is analysed that
management face another issue of less sustainability of workforce.
 Less interaction of top authorities- The existing market conditions and observation of
hospitality industry demonstrate that managers and top authorities plays an essential
role for organisation. On the other side, hospitality industry perform its work at global
level so it is complex for top authorities to manage all projects as per international
standard.
 Increase in customer participation- Hospitality industry provide and offer its services
to local visitor as well as international tourist. In order to match organisational work
with visitors Hotel Hilton concern that all of its customer must participate in different
activities organised by organisation. Therefore, all hotel of Hilton organised events
and activities for entertaining its individuals that enhances customer satisfaction level
in proper manner.
 Non-professional work methods of employees- Employees in hospitality industry
perform their work through different techniques that leads management to complete
all work in proper manner. But the major problem which is faced by management is
that most of the operations are performed through involvement of low level
employees. This governs almost individuals are not professional which results to face
challenge at time of managing projects.
Challenges within hospitality industry
From the view of Mark D. Fulford, 2016 hospitality industry design and develop all of its
task and operations which enhance morale of employees to offer them better customer
experience (Schuckert, Liu and Law, 2015). Hotel Hilton manage to monitor all work so it is
easy for providing guidance for all workforce to work as per current market conditions and

observations. Moreover, due to globalisation of all industries challenges faced by HR to manage
employee are as follow:
 To provide right training- This is important for all employees to work as per decided
objectives and goals. But due to change in roles and responsibilities management face
challenges that is impacting on work performance and it is also not possible for Hilton
to provide right training for all employees.
 To satisfy employee needs- The most important part for organisation is to focus on
increasing job satisfaction and morale for employees (Paillé, Boiral and Jin, 2014). In
context of hospitality industry management face challenge to identify needs of all
employees and match them with proper needs of customers. But due to dynamic
market conditions and unpredictable macro environment it is not possible that
employees work within proper manner.
While completing task as per the role of HR manager in Hilton hotel I faced certain problems for
managing workforce and company task. With this it is also analysed that by motivating all
individuals it is easy to gain desired results as motivated employees perform their work in
efficient way by utilising their skills and capabilities in proper manner. On other side, by
satisfying need of customers it is important for component for hospitality industry so that
customers feel welcomes and enjoy or experience better as well as comfortable environment in
organisation. So management is easily able to work in proper manner as with analyse of all
operations it is easy to create more value from all services. Moreover, with right roles and
responsibilities delegation among all workforce management is able to select better candidates
for all work performing as per decided objectives. Training and developing is another issue
which is faced by management to complete work according to demand of customer. Similarly,
most of the employees are not aware about use of technology so it generates conflicts in
organisation to work as a team. This is also complex to monitor performance of all employees so
to improve operational efficiency and to complete all task as per customer demand it is decided
for set standards of all work. It governs quality of products is not reduced while performing their
work in right manner (Morgeson, Brannick and Levine, 2019). Moreover, with the changing
trends of market such as to maintain diverse workforce, positive working culture etc. it is
difficult to manage work of all employees. I also designed various policies for completing work
as per decided work culture and to develop a diverse workforce in organisation. Along with this

by implement of better workforce strategy this is easy for me to satisfy needs of employees in
proper manner. It is also beneficial for completing work with more benefits such as employee
retention and to increase morale of employees. It is also useful to improve goodwill and brand
value of hotel at international level.
LO3
Person specification and job description
In any of the organisation, Human Resource Department plays the crucial as it directly
allows the company to attain its target on specific time period. It is crucial department because it
directly or indirectly allows the organisation to hire some of the crucial employees within the
company who can contribute towards accomplishing the target. Here, HR department has the
option to select the employees on the basis of their talent and skills which directly gives
opportunity to take extra benefits (Jones, Hillier and Comfort, 2016). But, the main thing which
is required to be understood is that whenever any of the employee is being selected they must be
based upon the criteria set by the company so that all of the other process can be managed in a
systematic manner. Talking about the hospitality sector, it is very important to understand that
whenever any of the employee is hired they must have certain types of experience so that they
can easily deal with the customers in best possible manner without facing any of the issues. It is
because customer satisfaction is one of the criteria which must be fulfilled within the hospitality
industry. Not only this but it is essential for the HR department to provide proper training to the
employees so that in any of the circumstances they will not faces any kind of issues at the time of
dealing with the customers.
Talking about the current scenario, it is well known that Hilton Hotel is among one of the
global brand which has been allowing its customers to attain its goals in the best possible
manner. In any of the situation, company do not compromise with its luxuries services which
they provide to its customers. It is one of the reason that company is able to provide the services
which are required by the customers and even gives opportunity to give tough competition within
the market to its rivalry firm (Jackson, Schuler and Jiang, 2014). Whenever any of the
organisation have strong brand, it can easily attract the candidate for connecting with the
organisation. It simply allows the organisation to hire those candidates who are full of
confidence with the inclusion of different technique and styles to tackle the situation. Talking

about the Hotel Hilton, its headquarter is in Virginia, UK where it deals in 85 different nations.
The reason of expanding the successful business is high quality of services which are being
provided by the company to its customers. As number of branches being commenced, there is the
requirement of hotel supervisor within one of its branch located in London. In order to fulfil the
place, it is necessary for the organisation to introduce the recruitment place so that suitable
candidate can be selected so that goals can be accomplished. Here, in order to hire the candidate,
it is necessary for the organisation that candidate must have some of the supervision ability so
that all of the work can be managed in a systematic manner (Jabbour and de Sousa Jabbour,
2016). It is also essential that some of the qualities must be available within the candidates so
that performing the delegated task will not create any of the issues. Also, company can set the
standards which are required within the candidate who can apply for the post of Supervisor
within the company. For that job description and person specification can be helpful. It is will
directly help the company to give opportunity to those candidates who have desire skills and
talent.
Hotel supervisor: These are those people who are responsible for managing each and
every activity which is related with operation of the hotel. Here, supervisor has the responsibility
to assist the manager so that effective decision can be taken as per the requirement. Not only this,
but supervisor is also required to look after the services which is needed to be provided to the
customers who visits the hotel. The services which are include in it starts from the time of check-
in to check-out. In short, hotel supervisor is those people who is responsible for manage each and
every task smoothly within the premises of an entity.
Job description: It can be explained as the written documents which discusses about the
necessary qualities which are required within the candidates for the purpose of applying within
the company for a job (Gustavo, 2019). It is one of the effective term because it simply allows
the organisation to check about their qualities which they possess. In order to apply for the job,
below job description has been prepared for the supervisor of Hilton Hotel.
Hotel supervisor job description
Job title: Hotel supervisor
Company: Hilton Hotel
Reports to: Manager of Hotel
Prepared date: April, 2020

Job purpose: The main work which will be required to be conducted within the hotel will be
related with monitoring as well as supervising all of the necessary activities. Here, supervision
will have to manage every single task on a daily basis.
Qualifications:
 Must have a degree of Hotel Management with having at least marks of first division.
 Should have the skills and quality to handle the post of supervisor..
Essential duties:
 Managing the working schedule of employees.
 Regular feedback must be given to employee for improving their performance.
 Reporting the top level management about the performance of a hotel.
 Working on providing maximum customer satisfaction.
Person specification: It is a document which explains about essential skills required within the
candidates. Below, person specification has been prepared:
Person Specification
 Post: Supervisor of Hilton Hotel, London
 Department: Operations department
 Key: It relate with all of the essential documents as a evidences.
 (A): Application form, (I): Interview, (R): Role
Attributes Essential Desirable
 Qualification &
Experience
 Should have a degree
of HM from
recognised university
 Should have the
experience of at least 2
years through
recognised Hotel.
 At least candidate
must have the skills
and knowledge in
 Here, candidate should
have the skills to
handle the customers
who deals with the
hotel for any of the
purpose.

different field.
 Skills or knowledge  Candidate is required
to know about
operating the computer
with basic Office
programing.
 Even skills related to
managing the team is
also essential.
 Must be able to
determine about the
problem and possible
solution to deal with
the issue.
LO4
Managing people and performance
This is essential for organisation to enhance overall productivity that is used for providing
good quality of services by managing individuals task and operations in organised manner. By
completing all work in proper manner it is also analyse that management is able to accomplish
their objectives with in specified time period. HRM department of organisation are responsible
for enhancing overall performance of workforce through motivating them in proper manner.
There are various strategies also implemented by management for managing people as their
performance decide organisational values (Bratton and Gold, 2017). With this hotel are also
accomplishing effective results to manage people and its performance it refers that decided
strategy demonstrate demand of services match with customer expectation. There are different
hotel such as 4 and 5 star utilise different strategies which is used for managing employees that
helps to complete all work as per quality of services for increasing level of customer satisfaction.
Performance strategies which is utilised by 4 star hotels are Tartan Lodge, Savoy hotel and many
more are mention as below:
 Programme and workshop to trained employees- This hotel provides constant training
to all of its employees for completing their work according to existing market demand
and customer needs. This is also beneficial for managing work as per skills and abilities
that is used for performing all task work with better performance. Moreover, employees

are also efficient to build better results by completing work with use of technological
tools.
 Seminar- Hotel Hilton perform all task by completing its work through organising
seminars for all individuals whether they are working at local level or global level. This is
one of the most effective manner which enhance confidence of all employees to complete
work in better way.
 To provide learning opportunities- Managers of an organisation not only work for
welfare of employees but they are also concerned to improve work capabilities of
employees which leads them to select better career option in future. The HR of Hilton
hotel considers all those aspects which is leading individuals to learn new methods for
completing task in proper manner (Baum, 2015). It is used to work with current trends in
hospitality industry.
People development approach utilised by 4 star hotel are:
This is essential for individual and management to improve their work performance
which is leading organisation to complete all work in proper manner. moreover, it is also
mandatory for management for increase learning performance in order to manage work
according to new techniques that directly match with customer needs. Some strategies which is
related with this are mention as follow:
 On-role job training- employees who are engage in hospitality industry perform all work
in better way. There are different task exists in Hilton hotel such as to interact with
customer and fulfil their needs in minimum period etc. are present which are not
possible to provide training in off job role.
 Open session- with the regular session that are undertaken by management it is analysed
that it is understand that organisation is performing its work with managing work and
influencing more individuals to complete all task with more efficiency.
 Mentoring- By regular mentoring of work it is analysed that employees instruct its work
that demonstrates how the management level of customers is increasing. This is also
used for managing right instruction which enhances employee that performance.
All hotels which are rated at 5 stars manage individuals as well as their performance for
completing all work with high quality standards. This type of services are also offered and
provided by customers to make better recognition about all brands within the market. It is also

useful for improving performance of organisation in right manner. Further, Hilton Hotel, Hyde
park, The may fair are managing work with right approach which is mention as follow:
 Feedback- With the approach of feedback it is analysed that there are various task and
operations performed by management but sometimes employees efforts not match with
needs of customers. Therefore, for satisfying needs of all customers it is identified that
management is completing its work in proper manner which enhances better results and
leads to improve work performance of organisation by implementing changes as per
feedback.
 Performance appraisal- Employees are most important asset for organisation that is
leading management to increase more profits by satisfying their needs and wants. With
performance appraisal Hilton hotel motivated its employees by offering them rewards
according to their performance.
 Effective communication- Use of powerful communication channels like e-mails,
messages, video calls and so on. Assist in monitoring of work in an efficient way and
additionally the waft of statistics in employer can end up extra speedy and correct which
can assist in maximising the effects so executed (Albrecht and et. al., 2015). Also it help
the personnel in know-how better their roles and responsibilities so we can use their
talents and abilities in an efficient manner and assist in maximising the earnings of
business enterprise
These groups also need to expand their employees in an effort to end up better in finishing their
work that is vital for employer to stay competitive in market as their goals are completed within
time and finances. Following are human beings development techniques used inside the 5 big
name hotels:
 Performance exams and observations: It relates to regularly trying out the performance
of personnel based totally on positive benchmarks so that they may be progressed if they
may be not able to gain the benchmarks of overall performance standards within exact
time.
 Ranking technique: In this method the performance of numerous employees are ranked
based on their performance in handling clients. This can inspire the employees who are
ranked lowest to enhance their performance on the way to get correct role inside the
organisation.

 Psychological value determinations: It relates getting value determinations primarily
based on the psychology of managers in which the employees impress the mangers
through their overall performance and get appraisals which assist in growing their
competencies and abilties in order that better performance may be performed.
 Thus Hilton inn being a 5 superstar hotel can use the humans improvement and overall
performance management strategies mentioned above so that higher effects may be
finished which can assist it in presenting high degree of nice in their offerings thereby
maximising purchaser pride (Baum, 2015).
LO5
Training materials that helps HR
This is important for new HR that they provide wright training material which helps to
complete all work in effective manner. Some essential methods are as follow:
 To set benchmark- It is most essential for organisation to complete all work better than
competitive firms. So the overall performance of company is improved that helps to gain
top position in market.
 Monitor employee performance- With regular monitoring of organisational work and
its task performance essential improvements are easily implemented by management to
gain effective results.
 Offer effective training- With this tool management focuses that organisation must
provide right training to all of its employees. Hilton hotel utilise this to offer those
training methods which match with company objectives.
 To complete work with actual business perspective- With right training and
development programmes it is analysed that management is performing all work within
strategic manner. This defines employees utilised all programmes to work in efficient
manner (Bratton and Gold, 2017). In simple terms if training provides to customer as per
routine of programmes than all task are completed effectively.
 To work with innovative methods- Information that is provided by organisation must
match with current market conditions due to which it is easy for management to generate
those outcomes which are innovative and updated.

CONCLUSION
Thus, with the above report it is concluded that HR department work as an essential
perspective that perform all essential roles for managing individuals of organisation. This is also
beneficial for management to complete all task with better engagement of workforce for
completing all task and operations in effective manner. HRM manage, monitor, control and
direct all work activities of employees which leads to accomplish top position in market. It is
also efficient for all workforce to design and deliver better services for satisfying needs of all
customers.

REFERENCES
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