Human Resource Management in Hospitality

This assignment delves into the crucial role of Human Resource Management (HRM) within the dynamic hospitality sector. It examines various HRM practices, such as recruitment, selection, training, and development, highlighting their significance in attracting, retaining, and motivating employees. The assignment also addresses ethical considerations and sustainability concerns in HRM practices within the context of a service-oriented industry.

HUMAN RESOURCE
MANAGEMENT
IN
SERVICE INDUSTRY
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TABLE OF CONTENTS
Introduction......................................................................................................................................3
TASK 1............................................................................................................................................3
1.1 Analyzing the roles and purpose of human resource management in Hilton........................3
1.2 Justification of HRM plan based on the analysis of supply and demand for Hospitality
industry........................................................................................................................................5
TASK 2............................................................................................................................................7
2.1 Present state of employment relations for Hilton..................................................................7
2.2 Impact of employment law in management of human resources within Hilton hotel
Stratford.......................................................................................................................................8
TASK 3..........................................................................................................................................10
3.1 Discussing the job description and person specification for Hilton....................................10
3.2 Comparing the selection process.........................................................................................12
TASK 4..........................................................................................................................................15
4.1 The contribution of training and development....................................................................15
CONCLUSION..............................................................................................................................16
REFERENCES..............................................................................................................................17
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INTRODUCTION
Human resource management (HRM) is a key function of organization which
assists in enhancing the productivity and performance of employees. In addition to this, it is
crucial process that helps in managing human inventory within the organization. It plays an
important role in growth of service industry. The service industry is highest growing sector of the
global economy. The service industry have more than 10% share in total GDP and generates
more than 277 million jobs. In addition to this, it provides for 77% of UK GVA. Further, 83% of
jobs are generated in UK through service industry (Economic performance of service industry,
2015). Further, service industry is wide which comprises of financial, hospitality, tourism,
entertainment, education and automation etc. In this report, learning will be shown regarding
human resource management in the service industry. To facilitate the study, Hilton a luxurious
hotel chain of hospitality and tourism industry has been selected. The cited hotel is planning to
expand its business in Stratford City by providing accommodation and other services. In this
report, impact of employment law on functioning of Hilton will be discussed. Further, present
state of employment relation will be explained.
TASK 1
1.1 Analyzing the roles and purpose of human resource management in Hilton
HRM is a formal procedure adopted by Hilton to manage the human inventory within the
organization. It also focuses on organizational policies and system devised for attaining business
targets. Therefore, it involves various functions like, recruitment, selection, training and
development as well as performance evaluation and appraisals. The main objective of HRM
practice is to retain competent, talented employee and attract suitable candidate for the vacant
job positions (Jackson, 2010). This further helps in enhancing productivity and profitability of
the company. From the provided scenario, it has been identified that Hilton is planning to open
50 rooms in Stratford city. Therefore, it is required to hire competent and quantified employees.
However, the service industry is facing the issue of high employee turnover, lack of skilled
workforce etc. The major reason responsible for this issue is long working hours and inadequate
training and development sessions. Therefore, by adopting proper HR practices, company can
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attain its objective of right person at the right job. Further, the role and purpose of HRM in
company are explained as follows:
Roles of HRM
 Recruiting: It is an important process that helps in influencing and appointing
appropriate candidate for the vacant job position. With this aspect, Hilton hotel can
appoint suitable individuals for new establishment at Stratford. Proper recruitment
process will help the organization in choosing quality of housekeeping staff, front desk
employees, chefs and bartenders they need to appoint (Law and Jones, 2009). Therefore,
management of Hilton can hire full and part time employees.
 Selecting: This aspect help in choosing best candidate in terms of qualification, skill,
knowledge and experience for the vacant job position. However, while selecting
candidate it is important for the company to do check the background of the employees. .
It will assist in minimizing thieving of alcohol, food and other equipment.
 Retention: This aspect assists the hotel in retaining capable and skilled employees within
the organization. Therefore, Hilton should identify needs of employees and take various
steps to fulfill them (Norman and et.al., 2014). Further, healthy work environment, proper
salary, safety, performance appraisal etc should be provided to employees. Thereafter,
professional development programs can be used to explain the employee about growth
and career opportunities while working in Hilton. Performance appraisals: This aspect assists in critically evaluating the work of
employee and using the same for motivating, developing career of the individual. The
salaries and wages are provided by considering the performance of employee. However,
Hilton can provide salary to workforce on the basis of market rates prevailing in Stratford
city (Davidson and et. al., 2011).
Purpose of HRM
1. To retain the best employees within the organization and using their skills in improving
productivity of Hilton.
2. To make best use of its human inventory.
3. To ensure growth in the career of employees by assuring their proper training and
development (Marija and Matjaž, 2014).
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4. To align the HRM strategies with the overall organizational strategy.
5. To hire and retain best candidate for Hilton Hotel in Stratford and enhance the reputation
of business.
6. HRM assist in management in providing benefits like, retirement program, health safety
and insurance, maternity and paid leaves etc. for the welfare of employee (Jackson,
2010).
7. HRM also play a significant role in building strong relationship between management
and employee.
8. With the strong focus on HRM polices and strategies can help Hilton in fulfilling the
legal obligations. Therefore, management of Hilton can consider laws like equal
employment opportunities, equal pay act, civil rights and safety acts etc while working.
9. To develop healthy positive work environment which further assist in bringing best
qualities of employee (Bharwani and Butt, 2012) .
10. HRM plays a vital role in managing the disputes that could grow between employees and
management. The HR division identifies such matters and takes actions to resolve
conflicts that may hamper the work of Hilton hotel Stratford.
1.2 Justification of HRM plan based on the analysis of supply and demand for Hospitality
industry.
According to the report of The International society of hospitality consultant it has been
identified that industry is shortage of skilled labor and other workforce. Further, the ratio of
individuals selecting service industry as career option is less than those who are leaving.
Therefore, individuals are quitting the jobs in hotels, restaurants, tourism organization etc. The
major reason for this is due to lack of proper employment practices, lengthy working hours
involving night shifts and work on weekends (Mariappanadar, 2012). In addition to this, the
training and development opportunities are not properly provided to employees who result in
higher dissatisfaction among the workforce. Therefore, proper human resource planning will
help Hilton Hotel Stratford in assuring availability of right number and type of individual’s
availability at proper place and time to perform right task and duties. The main aim of HR plan is
to assess present as well as future personnel requirement in the organization. HR plan will assist
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the company in matching the demand and supply of workforce at new entity in Stratford.
Therefore, HR plan can be developed by Hilton by considering the following aspects:
 Aligning the business strategy with human resource planning: The human resources
perform different functions that assist the organization in meeting overall objectives of
business. Therefore, through HR planning, company can communicate mission, corporate
goal, strategy and structure of Hilton (Nickson, 2013). Thereafter, organization can match
the skills and knowledge of employees with the requirements of job.
 Internal and external environment scanning: HRM planning helps in identifying
internal environment of company to determine different business opportunities and
threats. The internal scanning assist in ascertaining the jobs those are to be performed
within enterprise and competencies of existing human resources. For this aspect, auditing
for human inventory can be done. Further, Hilton can induce qualified candidates to
apply for vacant job positions in Hilton hotel Stratford (Boella and Goss-Turner, 2013).
 Forecasting: This aspect help the organization in ascertaining future demand of
resources and determining various sources of supply that will meet needs of business.
Therefore, to fulfill the demand of human resources, Hilton can recruit new employees,
promote existing ones to higher job position etc.
 Developing the human resource action plan: The HRM plan helps in identifying the
excess or shortfall of human resources in the business entity. This plan aids in identifying
need for new recruitment, promotion, training or transfer when there is shortfall of
manpower. However, in case of extra manpower, unproductive or poor performing
employee can be terminated (Hoque, 2013).
 Monitoring and feedback: With this aspect, human resource action plan can be
implemented within the company. This plan will help in meeting the demand of human
resources by ensuring proper supply of manpower for different jobs.
TASK 2
2.1 Present state of employment relations for Hilton
The skilled and competent employees are the strength of Hilton hotel. The management
services of the company realize the worth of strong human resource team for attaining overall
goals of business. Therefore, it assures that strong and fruitful relationship is maintained with the
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employees (Tesone, 2012). However, there are various factors that support the management in
maintaining good relationship with present as well as prospective employee. They are as follows:
 Structure: Hilton has flat organizational structure that facilitates lower level of
organizational layers between employee and management. It further lead to improved
level of communication within organization. In addition to this, employees can
participate in the decision making process which improves their participation level in
business functioning. This further develops sense of responsibility within employees and
they feel they are valued in the organization. Therefore, the structure of company acts as
support system for maintaining strong terms with employees (Cannon and et. al., 2013).
 Culture: The positive work culture of Hilton help the company in retaining talented
employees within the organization. The work environment of hotel is friendly which
enable the employees to share their problems, opinions with management. Thereafter, the
employees of Hilton are free to provide creative ideas, suggestions and feedback.
 Collective bargaining: It is a process through which trade unions negotiate with
management on employment conditions applicable to workersof Hilton (Wlker and
Miller, 2009). To avoid the situation of dissatisfaction, strike, lockout etc company takes
help of collective bargaining. This help in determining wage scale, job duration,
grievance process, training and development of employees. It also considers health and
safety needs of employees.
 Employee participation: Hilton assures that there is positive participation of employees
in the business in the decision making process. This help in inculcating sense of
belonging within the members. They feel they are important part of the organization
(Aladwan, 2014). Hilton exchange forum has been developed by management that
assists the organizational members in exchanging creative opinions and valuable
suggestions within the company.
 Empowerment: The employees of Hilton are given the authority and responsibility that
enhance their power within company (Budhwar, 2000). Therefore, management of
company ensures that employees have the authority to take decision. In addition to this,
proper motivation, rewards and growth opportunities are provided to employee. Further,
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employees are held answerable for their activities which add to their overall
development, skills and satisfaction.
 Grievance process: The grievance process helps the management of Hilton in reducing
dissatisfaction among workforce. With this aspect, employee can share their complaints
and can get them resolved by the management. For this aspect, company have developed
employee portal where they can share their problems. Therefore, management act upon
the complaints of employees, resolve internal conflicts to avoid its negative impact on the
work environment (Christopher and et.al., 2003).
 Disciplinary actions: The Hilton hotel takes strict disciplinary actions against complaints
of moral abuse, sexual harassment, discriminatory harassment etc. The employees are
made aware about the meetings and the process of filing complaints. Therefore, on such
issues, employees can discuss the complaints with immediate superior or fill complaint
procedure form and send the same to top executives (Vencato, 2014).
2.2 Impact of employment law in management of human resources within Hilton hotel Stratford
The employment law is an official document prepared by European Union to regulate the
relationship between workers, management of company and trade associations. The main
objective of employment law is to protect the interest of employees working in different
organization. The UK government takes strict disciplinary actions like, penalty, canceling the
license etc for violating the employment law (Felstead and et al. 2007). Therefore, to prevent
such action and negative impact on reputation, it is crucial for Hilton Hotel Stratford to consider
employment law while working. There are various employment laws that affect the management
of human resources within Hilton. The explanation of which are as follows:
 Employment rights act: This act states the rights and privileges that are available to
employee while working in the business enterprise. The main aim of this act is to protect
the interest of employee and prevent them from any emotional and physical harm. It
refers to the right which each and every employee should get while working. It includes
action against unfair dismissal, inflexible working hours, not providing notice on
dismissal etc. To meet the regulations of employment right act, management of Hilton
assures that employees are not dismissed for unfair or inappropriate reasons (Jackson,
2008). However, if an employee is terminated for the wrong conduct, misbehavior or
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poor performance etc, management assures that prior notice is provided to accused
employee with proper reason. Thereafter, the working hours should not be more than 48
hours per week.
 Equality act: As per this act, equal opportunity must be provided to all the competent
employees. Therefore, discrimination cannot be done on the basis of gender, religion,
caste creed or disability (Lewis, 2003). The main aim of this law is to assure equal
treatment of employees. The HR team of Hilton assures that while selecting the
prospective candidate for the company equal opportunity is provided to candidates, men,
women and disabled to apply for job and work in the organization.
 National minimum wage act: This act specifies the minimum wages for the workers
working in UK. Presently, the minimum wages across the UK are £6.70 for individuals of
age 21 and above. In addition to this aspect, for workers between the age group of 18-20
should be paid £5.30 per hour. Further, workers below the 18 years age must be paid not
less than £3.87 per hour (Minimum wage act, 2015). The main objective of this policy is
to improve the bargaining power of employees and ensuring workers are not forced to
work below the minimum wages. Since, the service industry is facing high employee
turnover of employees due to low wages, it is becoming more important for the Hilton to
consider National minimum wage act.
 Working Time act: As per this act, the government of UK governs the time for which
workers in the country can work. The aim of this act is to prevent workers from working
more than normal operative hours as it may have negative impact on health of the
individual. Therefore, employee within Hilton cannot be forced to work beyond 48 hours
per week. In addition to this, every worker and employee has the right to access 28 paid
holidays. Further, the workforce has the right to a minimal resting time of 20 minutes for
a working shift enduring 6 hours (Working time regulations act, 2015).
 Advisory, Conciliation and Arbitration service (Acas): It is regulatory body that helps
in resolving disputes arising within the organization. The main aim of this Acas is to
provide impartial decision on dispute, advice management of company and employee on
different issues that cause negative impact on the work environment. It also provides
training to managers, mentors and human resource executives on different areas
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regarding conflict management, development of employee relations etc (Vencato, 2014).
Therefore, Hilton hotel uses Acas for getting assistance and expert advice for solving the
internal disputes.
Hence, there is a strong role of employment law in the functioning of Hilton Hotel
Stratford. Further, while recruiting personnel for new entity, management should assure that
aforementioned and other employment laws are strictly followed. This will further ensure
smooth functioning of the company in target market. This will help the organization in avoiding
legal actions, building positive image in the eyes of society and government.
TASK 3
3.1 Discussing the job description and person specification for Hilton
Job description
Job description is the broad and general statement about the specific type of the job. The
job description is made after doing the detailed analysis of an organization and then the job post
is identified. Job description acts as a base for the person specification. Further, the job
description includes duties, responsibilities, scope, and purpose of the job and along with that job
title is also being mentioned (Holland and Pyman, 2006.). Hilton Hotel has expanded its new unit
at Stratford city and their HR manager has planned to recruit new candidates. For this purpose,
in-depth analysis of organization has been done and post of banquet manager has been identified.
The job description of Banquet manager is as follows:
Company Name: Hilton Hotel Hilton Hotel
Address: 123, Stratford City
Phone Number: 1234567890
Website: www.hitlonhotel.com
Title: Banquet Manger
Reports to: General Manager
Summary of Position
Planning and coordinating the activities required regarding banquet during events. Providing
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training and leadership to the subordinates.
Duties and Responsibilities:
 Planning and organizing the events at banquet.
 Recording and budgeting the event.
 Reporting to general manger about each task performed.
 Coordinating the activities of all the departments.
 Discuss the issues with the staff members and resolving their queries on the spot.
 Listing down every task.
 Providing training to the staff.
 Acting as a supportive or autocratic leader.
 Ensure that all the equipments are kept clean and working is carried out in the pleasant
environment.
Job Specification
It can be described as a statement of the essential elements of a job which includes
summary of the work to be performed at workplace, primary duties and responsibilities and also
the minimum qualifications and requirements which is necessary to perform essential functions
of the job (Tomé, 2011). The person specification for the post of banquet manger is as follows:
Essential Criteria
Skills and abilities
11. The ability to communicate with the clients in many languages.
12. The ability to perform job under pressure.
13. To build good working relationship with the colleagues.
14. Basic numeric skills.
15. Advance computer skills.
16. Self-motivation skills.
Qualification
Education done from Manchester University in Event management.
Experience/Knowledge
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1. Previous experience of 5 years in hotel sector.
2. Experience of working with confidential information.
3.
Attributes
1. Keen learner of using new technology, equipments and advanced computer skills.
2. Must be flexible for working in shifts.
3.2 Comparing the selection process
The selection process helps the Hilton in appointing best candidate for their company.
The employees play an important role in maintaining reputation and professional standards.
Further, Hilton hotel can adopt sequential process for selecting the best candidate (Köster, 2007).
This can be further elaborated as follows:
Illustration 1: Selection process
(Source: Jackson, 2008)
Further, for evaluating the effectiveness of selection process comparison can be done
with the procedure adopted by the rival industry. In this respect, the selection process of Marriott
and Hilton has been compared which is as follows:
Process Hilton Hotel Stratford Marriott
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Inviting job applications To stimulate individuals to
apply for job in the company,
management take assistance of
job portals, campus
placements.
For inviting job applications,
company use direct mailing,
ads in regional newspapers.
Preliminary screening In this process, applications of
applicants unfit for job are
rejected and only those having
needed skills, knowledge and
qualification are kept (Ellinger
and Ellinger, 2014).
This step is skipped by
Marriott
Employment test Hilton conducts different test
to judge suitability of
employee. The tests are
psychometric, aptitude,
interest, emotional and
intellectual test.
Marriott conducts
psychometric and interest test
only.
Personal interview The individuals who cleared
the employment test are called
for personal interview. The HR
manager and senior executive
ask job, hospitality industry
related as well as personal
questions
The recruitment officer takes
personal interview where basic
question regarding hotel
industry are asked to determine
the confidence of candidate
(Koskela and Palukka, 2011).
Reference check To ensure the credibility of
employee, reference check is
done by the HR manager. This
help in ensuring that
Marriott skip this step.
However, it can cause negative
impact in the future.
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prospective employee is not
part of any criminal activity.
Final selection The prospective candidate who
clears all the steps successfully
is selected for job position
(Werner and DeSimone,
2011). Therefore, employment
letter is provided to employee
having information about job
role, salary, work timings,
rules, policies, leaves and
other features
Competent candidate are
selected after personal
interview. The employment
letter is provided to the
individual who is having job
description and salary only.
TASK 4
4.1 The contribution of training and development
Training is the part of human resource development other than recruitment, selection and
remuneration of the human resources activities. To enhance better performance of the employees
of Hilton, the enterprise is providing training and development program to their employees to
boost up their morale.
There are various types of training in the context to Hilton Hotel which are as follows: Induction or Orientation Training: In this, Hilton Hotel introduces its new employees to
the organization and its format and code of conduct with the help of presentations
sessions and interactions with their superiors. Job Training: In the Hilton Hotel, the company enhances the skills of employees by
giving them staff training for their hospitality service and to boost up their team spirits.
(Ahammad, 2013). Promotional training: Hilton hotel focuses on promotional training more because this
training is given to the existing employees to encourage them to give their best in their
job. The organizations motivate their employees who have potential for this, by giving
promotions, hike in the salary, giving incentives etc. to boost up their morale.
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 Refresher Training: In context to this, Hilton also gives refresher training i.e. retraining to
their existing employees with the latest methods to uplift their efficiency (Hoque, 2013).
It is done to acquire new knowledge, to keep pace with the new technologies and to grab
new job opportunities.
 Remedial Training: This training is given by the organizations to change their
monotonous attitudes and to overcome from tedious schedule and to improve the
performance of the old employees. It is conducted by psychological experts to know the
employees' mindset for their work and to improvise them (Tomé, 2011). Internship Training: Hilton Hotel also deals with internship training for the students who
wants the practical knowledge of the field. . Students who are doing hotel management
course can join the training in Hilton Hotel.
 Need Assessment: Hilton Hotel also takes feedback from their customers about the food
and beverages and suggestions for the improvisation in the foods. Thereafter, by
considering the feedback training is provided to employees in the areas where they are
lacking. (Vencato, 2014).
Training helps the new employees to be trained for new jobs and to motivate their old
employees to give better performances. Hilton Hotel also deals with the regional training which
is given to different employees to know the regional preferences of the customers.
CONCLUSION
In a nutshell, it can be concluded that, human resource management is a vital aspect for
the success of Hilton in the new market of Stratford. The HRM process helps in maximizing the
performance of employees within the company. The role of HRM is to perform various functions
like, recruiting, training, performance appraisals etc that are important for the organization.
Thereafter, with the aid of HRM plan, company can match the need of workforce with its
demand. Further, training and development program helps in enhancing the productivity and
skills of employees.
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