Managing and Developing People in the Hospitality Industry

This report discusses job description, recruitment process, induction of new employees, and training methods in the hospitality industry. It focuses on Hilton Hotels and Resorts and their human resource management strategies. The report provides insights into the advantages and disadvantages of internal and external recruitment, the objectives and benefits of induction, and various training methods used by Hilton.

MANAGING AND
DEVELOPING PEOPLE IN
THE HOSPITALITY
INDUSTRY

Table of Contents
INTRODUCTION...........................................................................................................................3
MAIN BODY...................................................................................................................................3
1. Job description and person specification.................................................................................3
2. Advantage and Disadvantage of internal and external of Recruitment process......................5
3. Induction of new employee objective, benefits and stages......................................................9
4. Training and delivering methods and strategies....................................................................11
CONCLUSION..............................................................................................................................12
REFERENCES................................................................................................................................1

INTRODUCTION
Human resource management is an essential part for any organization that complete the
job requirement for organization by selecting and recruiting the right person for right job. They
also trained and develop the employees to increase their performance in working and efficiency
to achieve the companies task. Various training methods are being used by them in order to
trained employees in a suitable manner according to task employees are performing. This report
shows human resource management working of Hilton Hotel of group which are working to
chive the company goals and objective through providing proper training and development.
Hilton group was founded by Conrad Hilton in 1913. They have more than 584 Hotel and resorts
around the world. Fortune magazine ranked one of the top 100 hotels and resort companies based
on their employee survey of satisfaction. The ultimate goal of company is to provide satisfaction
to their customer within a budgeted stay and provide with unique experience. Hilton Hotels and
resorts are working on their services to attract more of customers and increase their loyal
customer base through applying various human management strategies.
MAIN BODY
1. Job description and person specification.
Job description is brief narration of general task, roles and responsibilities which have to
be performed by employees on their certain roles. This shows the functionary to whom to report,
specification such qualification and equipments skills that need to have in a person, salary range
and physical demand. The major purpose of job description I to collect job related information
and in order to promote the job vacancy in market and to attract talent pool in company.
Person specification is a brief description of qualification, skills and knowledge,
experience and other attribute to select the candidate which need to be performed under Job
duties. The specification should be driven with Job description.
Job Description
Job Title
Hotel Assistant Manager
Job Location
London, UK

Email. I'd – [e-mail]
LinkedIn id – Hilton Hotels and resorts
Job Summary
We are looking for Hotel assistant manager for various hotel and resort to ensure daily tasks in
order to function smoothly and expeditiously. The roles and responsibilities of the person in job
includes maintaining the services of hotel, to provide quality services to customers, maintaining
the store equipments based on requirements, managing contracts, supervision of hotel staff and
payroll. The candidate should be acquainted with Hotel operations and having understanding of
effective customer service. Candidate should also available for work within opening hours
including holidays and weekends. However, this job title requires a candidate who minimizes
operating costs of hotel, deliver positive staying experience for customers by providing better
services.
Reporting
Hotel Manager
Working Conditions
 Ability to perform all necessary functions at the Hotel level including customers
services functioning.
 Different hours of working may be arisen and in such cases the manager must available
for the Hotel during seasonal time as well as at a time of emergencies.
 Able to operate walkie-talkie, computers, fax machines and other office equipments.
 The position requires to be prolonged standing and repetitive body motions.
Job Duties
 Supervision around hotel area, food and beverage services to different lounge according
to the customer demand.
 Creates positive environment within the hotel area.
 Handling of customers complaints effectively in professional manner.
 Maintain budget and employee records day to day, passing budgets under supervision of
Hotel manager.
 Taking feedbacks from customers staying in hotel.
 Effectively forecast Hotel needs and requirements to customers like birthday presents
and other gifts.

 Ensures high service quality to guests present in Hotel.
 Supervising 40 other employees on duty time.
 Assigning duties to employees in different areas on daily basis.
Machines to be used
 Computer
 Fax machine
 Swiping machine
 Walkie-talkie
Hazards
May works with emergencies either human or natural as and when required.
Job title Assistant manager
Detail of Job Supervision around hotel area, food and
beverage services to different lounge according
to the customer demand. Creates positive
environment within the hotel area. Handling of
customers complaints effectively in
professional manner and more.
Qualification MBA in Hotel management or undergraduate
in Hotel management having internship with
reputed hotel.
Experience Minimum 3 year of experience in Hotel
industry.
Skills Communication skills, English Fluency
Physical fitness Need to be Fit to complete on ground duties
Personal characteristics. Honest, responsible, friendly, helpful,
organized.

2. Advantage and Disadvantage of internal and external of Recruitment process.
The advantages and disadvantage of internal and external process are:
Recruitment Process Internal External
Advantages  Cheaper process to
fulfil the position and
done through
promotion and
increment within the
employees. Usually
scene as transfer or
promotion.
 Familiar to work
culture of organization
as they are already
known the process and
abilities of company
and culture work is
known by person that
help to make
comfortable to
employees
 Motivation among
employees to perform
effective to get
promote to higher
position within the
company. It increases
the working efficiency
of each employee.
 Low training cost to
employees as existing
 Talented pool are being
offered by company in
order to complete the
vacant jobs. They are
hire through
institutions, agencies,
or job centre where
creativity and new
blood enter in
company.
 Increase Creativity in
company as new blood
bring up with new
thinking and ideas that
make company more
effective and working
efficiency can be
increased.
 Better qualification of
employee are pooled in
company which are
hired through top
institutions and help
company to achieve the
target goal and
objective with effective
manner and save cost

employees already
know the culture and
working process of
company. So it saves
the training cost of
employee and also save
time.
 Lower turnover of
employees arise in
company as employees
feel satisfaction and
motivated towards
company that reduce
the employee turnover
of company.
and time of projects.
 No biasses chances are
being occurred in this
process. As they all
selected on the basis of
their talent and skills
and are not known
personally to each
other. It reduces the
chances of bias in
company minimal.
Disadvantage  No creativity occurred
within the company
due to existing
employee working at
higher position that
was promoted through
their experience.
 Promote only
experience person in
company which has
worked for years.
While no fresher
having experience of 1-
2 years is promoted to
higher post company
followed the hierarchy.
 Multiple agencies are
being used to hire new
employees which bring
high cost and time to
company. It also makes
difficulty to select the
most appropriate
employees for the post
through selecting
employees in huge
volume.
 High cost is being
invested by company to
recruit the most
talented pool cross the
country which involve

This brings
demotivation and
dissatisfaction among
fresher to perform the
task effectively and
increase their ability
for company.
 Biasses among
employees is being
scene in company as
person is promoted on
the basis of good
relation with higher
authority and manager
that promote them to
higher authority and
other potential
employees are being
ignored that makes
them demotivated
towards company
culture and relations.
high cost to conduct
such as event for hiring
the employees. The
cost of living of HR
members in different
cities, rent or travelling
experience of members
around different cities.
 Indulge more human
assets at a time of
recruitment which
affect the flow of
working in company
and tasks are being
delayed as high human
assets is being involved
in the event.
 Time-consuming
process as large
number of applicants
are being participate in
to conduct the hiring
process among
different cities,
institutions and
agencies.
3. Induction of new employee objective, benefits and stages.
Induction of new employees refers to introducing new employees to work culture of
organization and to make them comfortable. It allows employee to indulge with other employees

and build a healthy relationship between senior and their subordinates colleagues, It is a part of
strategies that makes the employees comfortable and ensure the good environment surrounding
around the working culture.
The benefits of induction process of a new employee are:
 It increases the employee satisfaction in company as they feel comfortable around the
working culture and subordinates relationship they are working with.
 It improves the working efficiency of employees in company as they feel conformable
around the company.
 It leads to reduce the employee turnover of company as this process satisfy employee
towards company.
 It increases the flow of communication due to induction process all colleagues are being
interacted and formal and informal relationship is build.
 It attracts talent towards company working culture and more talented employees are
available to take jobs.
Objectives of Induction process in company are:
First objective of induction process in to make familiar to employee around the work
culture, roles and duties are being introduce to employee and various ways to fit for
organizations that need to be performed by employee and make them comfortable. It motivates
the employee within organization work by buildings strong relationship with their colleagues and
superior. It also helps to adopt the culture and working habit of company to perform their daily
task in routine and ways to perform differently.
Secondly, integrate new employee with their team members which is working with and
provide with training to employee during the induction session to attain the task within the time
limit of work in effective manner. It assists employee to work according to company working
policies by adopting the daily routine work and task to perform.
The stages of induction process are:
1. Get together event of colleagues in company.
2. Company tour to new employees.
3. Health and safety measure are being taken
4. Collecting all legal documents.
5. Explaining the company policies

6. Familiar with the role
7. Training session for better understanding of role and duties perform.
8. Organizing first appraisal meeting.
4. Training and delivering methods and strategies.
To train Hilton Hotels employees, human resource department work with various
strategies that is being followed to give effective training and development to each employee.
These methods and strategies are:
 Hilton is being provided with on job training to new employees for the roles they are
selected through. They trained to improve the communication skills, friendly nature,
properly manage the situation that are arisen within hotel.
 Stimulator is being used by Hilton company which is provided various methods to solve
the practical critical problem that arises uncertain. This help company to make an
efficient employee that help to solve the problems practically with real life examples.
This stimulator is of different type that is used:
 Business Game: It shows reflect in a way that industry, company is operating. It also
includes the set of theories that shows rules a principle derive from different theories.
This is also called functional stimulation. They allow trainees to see the decision and
actions that is being taken by them and influence the target.
 Case study: This is often used by Hilton group that is being faced by company in past and
can faced in future too. This is the cases that have changes to occur and to solve the
problem effectively, employees are given training progress.
 Role play: This is one of the crucial strategies that is being given to trainees. It allows
employee to keep in the position of other to see both the part of problem. This can
improve the solving problem without any biasses.
Off job training method is another method which is being used by Hilton to understand
the different working culture in different areas. This is done outside the company through any
agencies or other tie-up programs of company. Employees are being trained to solve the
problems and uncertain situations that is being arises in other companies. It builds the healthy
relationship between companies and effective working productivity of employees can seen.

CONCLUSION
The above report conduce that, job description shows the details of job that need to be
performed by applicants who are applying for jobs. There roles and responsibilities are being
mention in the job description and person specification. Also, the advantage and disadvantage of
internal and external recruitment by company is being implied by company according to nature
of job and requirements. Further induction of new employees is being conducted by company to
make employee comfortable and friendly in working culture of company. Lastly training and
development is being given to employee to increase the employee performance and efficiency to
complete task effectively.

REFERENCES
Books and journals
Online
[Online]. Available through: <>
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