Human Resource Management in Hospitality

This assignment delves into the crucial role of Human Resource Management (HRM) within the hospitality sector. It encourages students to analyze various HRM practices, including recruitment, training, and performance management, and evaluate their influence on key aspects of the industry such as innovation, talent retention, and organizational adaptability in response to change. The analysis draws upon academic literature and real-world examples from hospitality organizations.

HRMS

Table of Contents
INTRODUCTION................................................................................................................................3
TASK 1.................................................................................................................................................3
TASK 2.................................................................................................................................................5
TASK 3.................................................................................................................................................7
Task 4.................................................................................................................................................12
CONCLUSION..................................................................................................................................14

INTRODUCTION
Human resource management is a set of function that has been designed to maximize the
overall service performance of employees. In this regard, human resources mainly give emphasis on
people management by emphasizing on policy, systems (Ruiz, 2015). This is particularly important
for a newly developed firm or even a branch of an established company (Bloom and Van, 2011).
The present report has thus given emphasis on Hilton Hotel which is planning to open 50
rooms in Stratford. Hence the given study will lay emphasis on understanding the role and purpose
of human resource management as well as throw light on employment legislations. There will
further be a description about job description and selection process with respect to varied positions
present in Hilton hotel.
TASK 1
P 1.1 Analyse the role and purpose of human resource management in a selected service industry
with reference to Hilton Hotel Stratford
Human resource management has got varied kinds of roles to play in Hilton Hotel Stratford.
These are as follows;
 Planning – Planning is required to be done by human resource management with respect to
deciding over employee number and type. This may aid in forecasting the future needs with
respect to human resources (Edwards, Scott and Nambury, 2007).
 Job analysis – The next function of HR is to assess the nature of job and thereby recruit
candidates for the same accordingly.
 Staffing - This formulates one of the most important function of HR where the management
emphasizes on recruiting the professionals. These can be for F and B department, consumer
service asks of Hilton hotel (Gberevbie, 2010). Staffing entails for ecruitment and selection of
the human resources so as to fill the vacancies in best possible manner.
 Orientation -the management team at Hilton hotel has focused on carrying out orientation
activities for the employees so that they can adjust with the new environment. This is
particularly crucial for the fresher candidates that are selected for the job.
 Training and development – Hilton hotel has got varied departments. All of them have got
different training and development needs. The requirement on arty of HR is thus to provide
training sessions to new employees. It may further be required during changes that take
place in company say for example in the area of technology (Nestoroska and Petrovska, 2014).

 Performance appraisal – The professional present in HR department of Hilton are further
responsible to develop as well as appraise performance of the employee present in varied
departments.
 Compensation and Benefits – This function is handled by the Hr. specialist that can be
appointed for Hilton Stratford. The need on part of the specialist is to decide over the
compensation structures as well as evaluating the competitive pay practices (.
 Forman, Jon sand Thistlethwaite, 2015)
 Career planning – The need on part of Hr. professionals present in Hilton hotel is to assess
the desires of employees so that they can grow as well as advance in there career. This may
help in analysing the potential for growth as well as the advancement that is likely to make
by employee in Hilton.
 Record keeping – It can be regarded as one of the oldest as well as the most basic function
of HR. Records are required to be maintained for varied purposes. These are related to
absences, turnover, late entry as well as promotions. The need is to keep the record updated
at all times (Tsai and Yen, 2008).
P 1.2 Justify a human resources plan based on an analysis of supply and demand for a selected
service industry with reference to Hilton Hotel Stratford
Human resource plan can be defined as a continuous process that generally aids in
identifying current as well as future requirements of human resource personnel present in Hilton
hotel. As per the case study, Hilton hotel is planning to open around 50 rooms at Stratford City. In
this regard, the need is to recruit human resource personnel for the same. The plan has been crated
for the same which is based on supply and demand conditions present in market as well as within
the chain. The plan is as follows;
1. Setting HR objectives – Seeing the present expansion plan of Hilton, the objectives for the
company is to develop human resources, increase employee retention and reduce turnover
rate.
2. Identifying Human Resource needs – As the ecpansion is towards opening 50 room at
Stratford City. Hence the need is to recruit employers in all departments; the new recruits
must be experienced as well as freshers. The HR professionals of Hilton can plan recruiting,
selecting and training process accordingly.
3. Keeping Manpower Inventory – There is further a need to judge how many employees can
be transferred from existing branches of Hilton to Strangford city. This is further assist in
ensuring that the employees are prepared for higher responsibilities in the near future.
4. Adjusting Demand and Supply - This stage as per the plan will entail for fulfilling the
manpower needs in advance. If there is a likely chance that Hilton Strangford may not get

good employees for a particular department then they must started recruiting more numb of
employees in advance (Arasli, Bavik and Ekiz, 2006).
5. Creating Proper Work Environment – These steps in case of newly opened branch of Hilton
in Stranford ensure for crating the best possible working conditions for the personnel. This
will help to generate maximum job satisfaction for the employees.
6. Safety – The need on part of HR management is to ensure towards an overall Workplace
safety of the employees. Hence the HR management at Hilton Stratford is required to oblige
with the Occupational Safety and Health Act whereby employers will be provided with a
safe work environment to all the employees (Budhwar and Debrah, 2013). In this regard,
HR should prove the needed training to employees so as to avoid workplace injury.
TASK 2
P2.1 Assess the current state of employment relations for the Hotel industry.
Employee relations in case of hotel industry is all about managing the employment as well
as work based relations that exist between the managers, works, employees as well a trade union.
Maintaining the employee behavior is crucial so as to manage the sustainability of organizations
(Edwards, Scott and Nambury, 2007).
UK hotel industry is amongst the largest that employees 5 percent of the workforce. Here,
over half of the employees are females and less than half are on part time job. Approximately 3 out
of 5 are foreign workers. In this regard, the hotel industry of UK is the one which is devoid of any
influence from trade unions. Here, there is a presence of just 4 percent of workers in London that
are represented by trade union. This is on account of the greater employee participation that is
involved in hotel sector of UK. This gives a chanced to employees for voicing up their opinions
(Chang, Gong and Shum, 2011).
Other than trade unions, there is also an existence of relation between employer and
employee. The inputs for the same are inclusive of recruitment, induction, discipline or reward
systems. It is in the hands of employer to maintain the relation with employees in the best possible
manner. In context of Hilton hotel, the company has focused itself to keep strong employee
relations by preparing an extensive knowledge of employee b benefit scheme for the same and
applying them practically. In the same way, the company has further kept a best-in-class HR
software as well as training library so as to suit the needs and requirements (All the right people,
2016). The company can further apply the same standards in Hilton Stratford branch as well. As
per the employee testimonials it is further clear that Hilton hotel has got a set of outstanding
leadership as well as team working ability (Recruiting talent. Retaining team members, 2016). If the

same concept is applied in Stratford branch then there may be generation of great success
performance as well as quality service for all. There may further be a creation of leading position in
market.
In order for Hilton Stratford to succeed in the market, there is a requirement to ensure that
all the activities as followed in other branches should be applied here as well. In case of new
branch, the success can only be a possibility if the employee relations are maintained in a best
possible manner. In this regard, the need is to work on the issues that are faced in managing
employee relations in the other branches (Ruiz, 2015).
2.2 Discuss how employment law affects the management of human resources for the Hilton Hotel
as selected service industry business.
There is a presence of varied employment laws that impacts the management of human
resources. The same thing is likely to be faced by Hr. management in Hilton Stratford. In its regard,
the laws and there impacts have been discussed below;
 Factories act- As per the act the employees are entitled to work for only eight hours in a
shift. In case of over shifts, payment will be given to them. In this regard, the, management
will have to comply towards the same. If they fail to do so then they are likely to face 2
years if imprisoment or fine up to 1 lakh (Zhang, Dolan and Zhou, 2009).
 Data Protection Act 1998 – As per the given act, there is a need to ensure that the data of
employees is protected. This is applicable in terms of their overall confidentiality and
privacy. Hilton Hotel at Stratford is required to abide by the same. In case the company does
not follow it, then issues may be faced with respect to increasing conflict form employee
end. Lawsuits may further be filed on the company.
 Equal opportunity act – The act states that the employees must be given equal opportunities
for working. No discrimination should be made amongst the employees on behalf of age,
gender, culture etc. Adherence with the same is likely to impact the company in positive
manner. This is as the employees will be working a positive environment (Franke and Felfe,
2015). Further there will be presence of motivation for them in all possible accords. Failure
to follow the act may lead to grudges for the employees thereby affecting the overall
working environment (The Equality Act, 2010).
 Title VII of the Civil Rights Act of 1964 –This law has made an attempt to prohibit
decimation that is practised against the employees on the basis of caste, creed, colour etc. In
this regard the employer of Hilton hotel cannot refuse to hire the employee on the basis of
above mentioned reasons (Esposito, Freda and Bosco, 2015). In the same way the employers
cannot hire or fire the employees who are above the age of 40 years. The legislation does not

apply to business that has a presence of less than 20 workers.
 Leave Provisions – As per the Family and Medical Leave Act, the employees in hotel
industry are entitled to get a leave for a period of up to 12 weeks on an unpaid basis. These
can be on account of varied circumstances ranging from serious health of employee,
bonding with a new baby or active military service. In this regard, the need on part of
employees is to get job protection while they are absent. Same applies to health coverage as
they are still a part of work. This concept however increases the burden on management of
Hilton where the employee may not be required to recognize FMLA for leave request.
Hence, HR staff must train the managers as well as supervisors to consider FMLA request
accordingly.
As per the above mentioned laws, it is on the part of human resource management of Hilton
Stratford to adhere with the same. This is likely to save the company form unnecessary law suits.
Further happy and satisfied employees are likely to work efficiently thereby increasing the overall
performance standards of the firm.
TASK 3
3.1 Job description and job specification at Hilton hotel for the post of receptionist
Job description
Title: Receptionist
Reports To: The HR Manager/ Line Manager.
Position summary: A receptionist is supposed to be sincere, punctual, polite and courteous towards
the guests and customers who are arriving in the Hilton hotel. The receptionist needs to manage the
entire significant task which is confined to his/her area of social control in order to provide best
quality services to the customers. He/she should be responsible for providing assistant, clerical and
administrative help in order to provide services in an efficacious way.
Duties and responsibilities
 Hilton hotel requires a candidate who is capable of being conversant with the special
promotions offered by the hotel, and later on, conveying the same information to the
customers as well.
 To be able to promote various departments of Hilton hotel at every possible level so that
hotel sales can be increased.

 Candidate should possess the quality of making sure that all the reservations have been
confirmed after receiving respective deposits.
 To be able to ensure the availability of hotel at various occasions to maximise the hotel
sales.
 Should be able to provide quality service to the customers at Hilton hotel by offering them
assistance to different departments like bars, housekeeping service, pool and spa facilities.
 Should be fully equipped with the communication skills and qualities to assist in managing
and operating front desk office at Hilton hotel.
 Should be capable of providing sense of security to the guests and helping them to recover
lost property by following safety norms.
 Candidate should be punctual with the timing of Hilton hotel and should abide by its norms
policies and laws. Physical appearance is also to be considered according to the standards of
hotel (Ruiz, 2015).
 Should be able to respond customer's public inquiries and queries in an effective and
efficient manner whenever required.
Personal specifications and attributes
 Must have the ability to communicate and empathise with various range of individualistic
personalities
 Should be able to work under core pressure so as to meet the sales requirement of Hilton
hotel.
 Employee is expected to have received a fair quality of general education which can
potentially be GCSEs (A-C) in subjects such as grammar, mathematics, information
technology and scientific discipline.
 Capabilities and qualities of building and maintaining working relationship between the staff
and guest that is very essential.
 Candidates are expected to be honest, reliable and aware of cultural changes as well as
sensitivity.
 Should be able to attend guests and provide them with necessary information about Hilton
hotel so that minimum errors and proper satisfaction can be achieved.

 The candidate is required to meet the basic mathematical skills so that calculations are
carried out with accuracy and minimum errors.
 Should possess the knowledge of maintaining and handling unfamiliar equipment’s and
other computer languages and programming (Bloom and Van, 2011).
 Should readily available to work in rotational day and night shifts at Hilton hotel.
 Must have the abilities of handling hotel's front and reception desk simultaneously in busy
environment of the hotel so that mismanagement does not take place.

3.2 Comparing various different selection processes of different service industries business that can
best suit to the Hilton Hotel
Different selection processes Advantages Disadvantages
Aptitude test  Provides a base for
searching desirable
candidate by proper
objective assessment.
Eg. Mental ability,
likings and interest.
 Result drawn from the
aptitude test may not be
reliable.
 Sometimes incompetent
candidates are selected
because of the bias
behaviour of selectors.
Telephonic interviews  Relatively less time
consuming, cheaper and
cheerful means of
conducting an interview
(Edwards, Scott and
Nambury, 2007).

 Unable to presume body
language of the
candidate.
 Fails to depict the
seriousness,
attentiveness and
promptness towards the
job.
Personal interviews  Mistakes can be easily
identified and rectified
in face to face
interviews.
 Helps in judging a
candidate on personal
 Incomplete and
incompetent process of
selection as written test
is also very much
important.
 Chances of

level (Ruiz, 2015).
 Aids in better
interaction with
interviewee so that
different dispute issues
are identified.
dissatisfaction can be
increased as candidates
may face questions
which do not relate to
his/her profile and
qualification.
Personality test  Helps in assessing good
qualities such as
behavioural skills and
attentiveness towards
the job.
 Time consuming
process of selection
which can lead
candidate switch to
another company
(Edwards, Scott and
Nambury, 2007).
Group discussions  Helps in identifying
solutions and
recommendations of
candidates in the
company.
 Less efficient process
due to lack of
coordination among the
group members.
The best suited method for the selection of candidates at Hilton hotel is personal interview. It
helps in establishing relationship between the interviewee and interviewer which enhances the
mutual understanding and compatibility. Major advantage is related to the availability of flexibility
that is being achieved during the selection process. It helps in increasing knowledge of both the
interviewee and interviewer by exchanging new and fresh primary information (Bloom and Van,
2011). Face to face interaction also aids in resolving business issues and disputes such as labour
unrest by performing a depth analysis. It ensures the selection of appropriate and deserving
candidates as the questioner is in direct interaction with the interviewee. It proves to be a beneficial
way of selection to the Hilton hotel as interviewer can focus on different aspects such as mental
abilities, problem solving skills and technical skills.
Task 4
4.1 Contribution of training and development activities to the effective operation for the selected
service industry business Hilton Hotel
Benefits of training and development programs: Generally there are three main benefits of training

and development programs at organizational level.
1. Market growth: Employee development programs are necessary for any company to stay
solvent and competent in the market. Although conducting such programs are cost effective
but results in a positive growth of the organization. Such training and development programs
are essential as it aids in understanding how fast and effectively necessary information is
transferred in the business world (Edwards, Scott and Nambury, 2007). It increases and
expands the knowledge level of the organization as well as the competitive capabilities
which promotes growth of the company at higher rate.
 Organizational performance: Learning and development programs are the contributing
factors for company's effective performance. It generally identifies and resolves the issues
and problems which hinder organization's growth and performance. Impact on ways,
methodologies and attribute towards work also elevates the level of effectiveness in
business. Different training programs helps in providing natural, social and cultural
exposure to various other organization present in the market. It further aids in maintaining a
physiological bond between the members (Ruiz, 2015).
 Employee’s retention: Retention of any employee in a particular organization is very
challenging and difficult. This can be achieved by providing them with different learning
opportunities that further helps them in increasing skills and knowledge. Effective
organization of training programs can motivate members of an organization to maintain their
stability in a particular business for a longer period of time.
Contribution of training and development activities to the effective operation for the selected
service industry business Hilton Hotel
 Identify goals: An effective learning and development programs can provide a better view
of goals and targets to be achieved by Hilton hotel in forthcoming years. It helps in
identifying various potential barriers and difficulties that can diminish or decrease
company's present status in the market. Hence undertaking these programs can be beneficial
as it aids in developing different strategies and methodologies to meet the hotel's objectives
in an appropriate and effective manner.
 Building trust among employees: Issues related to trust and integrity can have a negative
impact on organization growth, hence developing trust among employees of Hilton hotel is
very important. Proper training and development programs provide guidance to solve the
issues related to trust and integrity (Edwards, Scott and Nambury, 2007).
 Conduct effective interviews: It can be very difficult and tedious to conduct interviews for
various job perspectives in a particular company. Learning programs directs and helps in

constructing an effective interview pattern. It includes various types of questions to be
asked, reviewing candidate's resume, sensing the personality of the interviewee and
conducting secondary telephonic interviews before establishing face to face interviews with
the individuals
 Effective communication: It is very necessary to develop effective communication pattern
between different members of Hilton hotel and between the organization and its members.
Communication skills can be enhanced by various training programs on literature, grammar
and basic language skills. It enables effective interactive sessions among team members
which results in developing coordination.
2. Evaluating employees: Different training programs aids in examining their employees on
monthly basis. Evaluation is necessary to identify and fortify various weaknesses of an
employee which affects the quality and quantity of work at Hilton hotel. It furthers provides
a brief idea on the sectors where improvement is required so that risk of errors is minimises t
increases and expands the knowledge level of the organization as well as the competitive
capabilities which promotes growth of the company at higher rate. Protecting workforce from potential crises: As it is important for Hilton hotel to achieve its
fixed goals and objectives, it is also very important to protect its workforce from possible
crises that can occur. This can be achieved through effective training and learning programs
which provides guidelines on restructuring various departments of the hotel and ways to
merge different roles to meet the objectives effectively (Bloom and Van, 2011).
 Creating a social environment: It is necessary to foster a social environment in Hilton hotel
so that employees progress at a faster rate. Various learning programs helps in enduring
ways to create social environment for organization and employee's growth. It can be through
different standard parties, by organising different outing plans and nurturing various sports
events.
 Create a socially responsible culture: Earning profits and growing exponentially with time
is the primary goal of Hilton hotel. But contrary to primary goals and objectives the
company should also focus on social welfare activities. Various learning programs and
meetings help in encouraging participation in non-profit areas and foundation.
 Encouraging feedback: An effective training program is the best way to prepare employees
for giving a feedback after the completion of task. Direct interaction through the HR
manager of Hilton hotel helps in enhancing honesty and unbiased behaviour between
employee and organization (Edwards, Scott and Nambury, 2007).

CONCLUSION
From the report it can be concluded that human resources plays a crucial role in managing the
business activities of organization in a successful manner. This entails for focussing on varied
methods related to selection, recruitment etc. It is further clear that training and development is an
important part of employee working. This is a much needed area to increase the overall productivity
of company. Further it is also essential for the company to adhere with varied acts so as to maintain
transparency in the human resource processes. This will not only assist in creating a positive
employment but further assist in boosting up performance of organization.
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