HR Planning and Selection: Ensuring Filled Vacancies within Due Time

According to Khan et al. (2011), conducting HR planning on a regular basis is essential for filling vacant positions within a timely manner. Additionally, it is crucial to have a sound selection process in place to ensure that the most skilled employees are selected.

Human Resource Management
In
Service Industry

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................1
TASK A...........................................................................................................................................1
1.1 Analysis of the roles and purpose of human resource management in Hilton hotel.............1
1.2 Justification of human resource plan based on analysis of supply and demand....................2
2.1 Assessing current state of employment relations in Hilton hotel..........................................3
2.2 Impact of employment law to management of human resource............................................4
TASK B...........................................................................................................................................5
3.1 Job Description and Person Specification.............................................................................5
3.2 Comparison of Selection Process..........................................................................................6
4.1 Contribution of Training and Development..........................................................................9
CONCLUSION..............................................................................................................................10
REFERENCES..............................................................................................................................11

INTRODUCTION
Human Resource Management (HRM) is regarded as one of the most crucial functions of
the business. Role of HR is important in determining the needs and demands of the employees.
Along with this, human resource management has huge importance in service sector as entire
work depends on talent and skills of the personnel (Gloet, 2006). In the present study, human
resource management has been discussed with respect to Hilton hotel. The study entails to
understand the role and purpose of HRM. Further, it involves assessment of contribution,
training and development activities with respect to effective operation of Hilton hotel.
TASK A
1.1 Analysis of the roles and purpose of human resource management in Hilton hotel
Human resource department of the organization plays key role in managing the personnel
within the firm. In this regard, it has been determined that Hilton hotel is developing an
expansion plan and for this it is opening 50 more hotels in Stratford city. Organization is
planning to offer different types of services to its clients. For the purpose of attaining
organizational goals, such as requirement of talented personnel, the process of planning and
implementing process has been made (Ci-sheng and Shu-ming, 2012). Thus, role of human
resource is crucial in accomplishing objectives of Hilton hotel. This is due to reason that for the
purpose of recruiting skilled employees, Hilton hotel possesses effective hiring process.
Recruitment procedure at Hilton hotel comprises of number of tests that assists in assessing the
skills of selected candidate. This facilitates business in gaining right person at right position.
Later, this would assist the company in achieving its objectives along with maintenance of
quality standards.
Another major role of HR department is to motivate the employees at work. This can be
done by conducting training and development sessions for the personnel by HR department.
Need for training can be assessed by implementation of wide range of techniques such as
performance appraisal as well as benchmarking. This helps the company to strengthen and equip
employees who lack knowledge and skills. With the enhancement in skills, firm can increase the
efficiency of its workers to a greater extent.
In order to open new hotel, HR department of Hilton hotel Stratford plays a crucial role
as forecaster. It determines the kind of man power required in a particular section. Therefore,
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training plays crucial role in disseminating information that are required to be given to the
employees. Apart from this, HR department possess certain other aim and purposes. It majorly
aims at offering greater satisfaction to the workers (Role of HR, 2015). This is due to reason that
success of service industry depends on its employees. This is because of fact that organization
can deliver quality services to the customers only when its employees are highly committed and
motivated towards the work. In order to accomplish HR purpose, greater efforts are made by the
staff members of Hilton in terms of offering healthy working environment to the employees. The
working environment within Hilton hotel is friendly. Further, the employees possess opportunity
to communicate their grievances to respective authority. Thus, it results in resolution of the
employee's problem. Another major purpose of HR is to follow several legal laws and
regulations that are related with employment.
1.2 Justification of human resource plan based on analysis of supply and demand
Human resource planning is regarded as the process that assists in determining future and
current needs of HR. It comprises of various steps. Given below is the major human resource
plan of Hilton hotel: Assessment of organizational objectives: From the case study provided it has been gained
that the company is planning to open 50 hotels in Stratford City. Under this, it is planning
to offer wide range of services. For this firm requires team of competent personnel. HR
plan is crucial in determining whether or not, company possess adequate amount of
human resource. Inventory of present HR: This stage is concerned with the analysis of existing employees
in terms of their skills and experience (Martin, 2003). For instance, it has been evaluated
from case study provided that Hilton hotel determines the requirement of additional
employees. This is made by the recruitment process that can be carried out by its HR
department. Forecasting the demand and supply: At this stage, determination of type and quantity of
man power needed for new hotel is determined. For instance, it is analysed that team of
50 employees is needed for service but the supply of man power within firm is limited. Estimating man power: Under this difference between supply and demand of man power
will be estimated. In situation when the firm there exist huge gap between demand and
supply of employees, then it can plan recruitment and selection activities.
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 Preparation of action plan: This is the last step wherein recruitment is done.
Organization will make use of both internal and external sources in order to organize
process of recruitment (Pattanayak, 2005). This helps in hiring highly qualified man
power by Hilton hotel. This assists the organization in gaining benefit in terms of
increased sales and profitability.
2.1 Assessing current state of employment relations in Hilton hotel
Employee relation demonstrates link among employees and employers who work in same
organization. The success of every firm depends on relationship that exists among them. In order
to maintain suitable relationship among managers and hotel workers, different organizations are
taking assistance from several techniques. For example, various organizations such as Hilton
hotel are making use of collective bargaining process. This is taken for the purpose of gathering
opinions of employees in relation to working condition. This process involves series of steps that
are being implemented in situation when personnel face any difficulty with respect to current
working environment (Pawson, 2011). Through this approach, an appropriate discussion will be
made among employees and management. This assists the management in determining the issues
faced by employees within service industry in an appropriate manner. Through this effective
relation can be developed among employees and employers.
Along with this in order to maintain current state of employment relationship several
hospitality organizations take assistance from employee participation approach. With this
approach employers include their employees in the process of decision making. This is in order
to enhance the motivation level of the personnel. It is not only effective in increasing satisfaction
level of employees but it has an imperative role in minimizing the communication gap among
employers and workers (Sims, 2007). Moreover, it assists the personnel in communicating their
grievances before management. It is also contributory in improving the association among
employees and employers in an effective manner.
In addition to this, several firms under hospitality sector comply with effective grievance
procedure. It is required to resolve the issues that are being faced by employees of the
organization. In this regard, it has been determined that the relationship among employees and
employer is affected when the issues of workers are not resolved within reasonable duration of
time. For the purpose of resolving issues between both the role grievances handling procedure is
very critical. Through this approach conflicts among employees and employers will be resolved.
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It helps in establishing effective relationship among employers and workers. Apart from this,
several hospitality firms who possess their own union works with the aim of establishing
effective relationship between employees and employers.
2.2 Impact of employment law to management of human resource
Employment law has huge impact on the HR management practices. As per the given
case several employment laws are assessed with respect to Hilton Hotel. These are analysed as
assist in enhancing the HR practices of Hilton hotel. For instance, Employment Right Act is one
of law that offers information about rights possessed by workers which can be availed by them
while working in the organization. The act involves the areas such as right to receive payment in
return of delivery of services, etc. (Ying Chang, Wilkinson and Mellahi, 2007). Further, it also
includes right to give healthy working environment to employees. In situation, when Hilton hotel
does not follow all the rights in managing the employees then workers possess full authority to
file case against the organization. Along with this, hotel needs to comply with different
provisions relating to maternity and parental leave as well. Such would be applicable both in case
of male and female employees (Hafeez and Aburawi, 2013). The workers possess the authority
to avail the leave provided at any point of time when required. Such leaves are paid. Workers can
take strict actions in case if provided leaves are not granted to them. The leaves provided have
greater impact on HR management practices of Hilton hotel. For example, during peak time it
has been determined that majority of the workers are on parental leaves. In this kind of situation,
it is difficult for the organization to maintain suitable balance between demand and supply of
workers. This has direct impact on image of the hotel to a greater extent.
Along with this act of equal opportunity is another legislation that affects the selection
procedure of the employees in the organization. For instance, the hotel has planned to recruit
more male employees for its Stratford city hotel. This aim of the firm cannot be accomplished
due to presence of Equal Opportunity Act. According to this act, organization must not
discriminate personnel on the basis of gender and religion. In case of performance, strict actions
can be taken against the organization. Thus, it can be said that HR practices of Hilton hotel are
affected by various employment legislation.
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TASK B
3.1 Job Description and Person Specification
In order to recruit employees in desired manner, company need to develop varied set of
documents. Considering this, job description and person specification are two of the most critical
documents that help recruiter in attracting quality set of employees. Job description is basically a
list that includes information which an individual need to carry out while appointing to specific
job position. In general, details regarding roles and responsibilities are included that need to be
carried by employees on regular basis (Ofori and Aryeetey, 2011). With the help of this
document, company is able to attract candidate that are ready to done such work.
However, it is required that for every job, certain set of skills, qualification and
experiences is required by the candidates and same need to be specify by Hilton in order to gain
attention from specific individual only. This requirement is fulfilled with the help of person
specification that comprise information related to minimum level of expertise who can apply for
the job (Kenny, 2011). Here, mentioned hotel specifies about the minimum skills, experiences
and qualification. Considering this, following are the job description and person specification of
front line manager at Hilton Hotel:
Job Description
Post Vacant: Front Line Manager
Key Responsibilities:
 It has a key responsibility of monitoring the performance of night auditors, guest service
agents, bell staff and other supportive staff so that they can perform as per the set
standard.
 It also needs to direct and guide associates so that hotel policies and procedures are
followed with high priority.
 He/she has the ability to complete all task with reference to front office so that
operational function can be executed in desired manner.
 Assist the head of different heads so that smooth and effective functioning can be attained
within the operations of the hotel.
 One who can conducts day to day activities smoothly.
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 Ensuring that team member has understood their job roles and responsibilities in desired
manner.
 He/she need to collaborate with managers and supervisors so that departmental goals can
be attained.
 Ensures sound communication among every departments so that guest can be served
better.
 Responsibility of hiring and training new associates so that they can able to operate as per
the standard of the hotel.
 Effective management of department expenses so that cost of operation can be reduced.
 Assess the needs of guest and addressed the same with high priority.
 Prioritising daily work and monitor the progress of different work so that it can be
completed in set time frame.
Person Specification
Skills
 Ability to train and lead new members
 Sales ability
 Offering of quality hospitality
 Self-control
 Initiator
 Ability to work at nights or even on public holidays
 Team leadership skills
 Sharp memory
 Adaptability: cope with diverse customers and their needs as well
Qualification
o From A level to 2 years further education to standard of HND or similar within the
context of hotel and hospitality sector.
o 5 years of experience of working at reception
o Fluency in second language can be an advantages
o Good general level of education
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3.2 Comparison of Selection Process
Selection process is one of the key practice within the context of HRM. It is a practice of
filtering the unwanted candidates and choosing best one out of the list of applicants. Through
this, company is able to employ skills and most talented employees at vacant position at hotel
through which work can be completed in desired manner (Chan and Kuok, 2011). It is evident
that selection process of each company varies slightly and in this context, comparison is made
between the selection methods of Hilton with that of Virgin Atlantic. Virgin Atlantic is a British
airline company that possess operation in more than 31 destination across globe. In this context,
following are the comparison of selection process of both the companies:
Selection process at Hilton Hotel for Front Office
Efforts are incorporated by Hilton to select most skilled and talented employees so that
they can work with high quality and zeal. For this purpose, Hilton uses a 5 phase model that
initiates with initial level test in which basic information related to candidates are selected. After
this, subject related test is conducted in order to assess the competency and quality of employees.
With the help of it, knowledge of candidates is monitored and evaluated based on benchmark.
Applicants that pass this level go to next phases in which intellectual test are conducted by the
recruiter. Here, skills and intellectual level are judged and also situational test are taken so that
their thinking power can be evaluated. This aids in filtering candidates that possess high thinking
skills and competencies (Rao, 2010). Beside this, interview with HR manager is conducted in
which employee’s reference are checked and communication skills are judged. Here only three to
four candidates per vacant position are passed for final interview. At the final stage, salary norms
are discussed along with other HR policies. One who admits with the policies is selected and
hence job letter is offered.
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Figure 1: Selection process at Hilton Hotel for Front Office
Selection process at Virgin Atlantic for Front Office
On the other hand, selection process of Virgin Atlantic is quite complex as compared to
Hilton. This is the scenario because it operates in aviation industry that comprises of different set
of rules and regulation, and hence employees need to adhere all these in an effectual manner.
Here, selection method is initiated with the shortlisting of employees by viewing the experiences
of candidates. One with low job experience is removed here only so that candidates with high
work life are taken into account. Further, session of GD (group discussion) is conducted. From
this, candidates with quality communication skills are identified so that they can be monitored
even closely in the further stages of selection. After this, interview is held in which question
based on CV and past experiences are taken. This helps in judging the mental stability of
candidates. From this, applicants that passed are move forward for simulation phase in which
real life situation are given to candidate sand they need to take decision considering the
attainment of business objectives (Hurrell and Scholarios, 2011). This helps in identifying two to
three applicants per vacant position that possess the capability of appointing at the front office
job. After this, interview is taken by HR followed by departmental head. Negotiation is done
here and candidates that ready to work with negotiated amount are appointed by offering them
job letter and joining date.
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Initial
Level
Test
Written
test
Intellectual
test
Interview
with HR
Final
Interview

Figure 2: Selection process at Virgin Atlantic for Front Office
4.1 Contribution of Training and Development
Training and development is one of the key mode that helps the company in boosting the
quality and performance level of employees. Through this, company is able to enhance the
productivity of human resource through which they can work with full zeal. In this context,
Hilton Hotel also offers quality training and development session to employees and in return,
following benefits are attained by the Hotel:
 Rise in Productivity: It is one of the core benefit of offering T&D to employees. From
this, employee can able to work as per the required standards from which chances of
duplication of work is reduced. This certainly declines the wastage of efforts as well and
hence the hotel is able to offer quality services to in-house guest (Rohitarachoon and
Hossain, 2012).
 Increase in job satisfaction: With proper training, employees are able to work as per the
industry benchmark through which they feel motivated and this tends to brings job
satisfaction in them. With this, employees are able to work with high commitment and
zeal which is a positive situation for the company (Beier and Kanfer, 2010). In addition
to it, job satisfaction develop sound working environment where overall quality of work
at mentioned hotel is increased.
 Standard Performance: Another contribution of T&D is that it helps the cited company in
attaining standard performance from every employees through which needs of customers
are addressed in an effectual manner. This helps in attaining the business objectives (Van
Vianen and et.al., 2011).
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CV
Shortlisting
Group
Discussion
Interview
with Panel
Simulation
Phase
HR
Interview
Final
Interview

 Change management: If T&D imparts on regular basis, then employees are able to adapt
to change. From this, company gains support from employees in operation that again aids
in boosting the overall competency of Hilton (Bertolino, Truxillo and Fraccaroli, 2011).
Considering this, it can be state that training and development is one of the key practice that
helps in enhancing overall efficiency of the employees and also aids in developing positive
working environment. From this, labour turnover also reduces up to great extent.
CONCLUSION
Based on this report, it has been evaluated that human resource is one of the significant
part of service industry as they are the one response for offering quality services to end users.
However, it is required to manage the human resource so that they can retain the competency of
employee and also aids in attaining an edge over the rivals. In this context, company need to
conducts HR planning on regular basis so that vacant position can be filled within due time
(Khan, Khan and Khan, 2011). Also, sound selection process need to impart so that most skilled
employees are selected.
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