Hospitality Industry: Recruitment and Selection Process

This presentation provides an overview of the hospitality industry, focusing on the recruitment and selection process. It discusses the importance of an effective process in attracting a skilled workforce, saving time and cost, and aligning with strategic goals. The presentation also explores the factors that affect equality, culture, and diversity in organizations, as well as performance management techniques and recommendations for improving customer satisfaction. The subject of the presentation is the hospitality industry, specifically Hilton Hotels Corporation. The presentation is relevant to courses in hospitality management or human resources. The college or university is not mentioned.

TASKS

TABLE OF CONTENTS
 Introduction
 Pestle Analysis
 Importance of an effective recruitment and selection process
 Principle factors that affect equality, culture and diversity of
an organization.
 Performance management which can be utilized by
organization to ensure targets
 Outline plan which offers recommendations on issues raised
in the presentation.
 Conclusion
 References

INTRODUCTION
Hospitality is referring as taking care of the clients and guests by
anticipating their needs and wants and also maintaining the
relationship with the guest for attaining them on long term basis.
Hospitality industry includes hotels, resorts, bars and restaurants.
The study will provide a brief overlook of hotel industry and
related context. The chosen country is England in United
Kingdom. The country shares land borders with Scotland to its
north and Wales to its west. The capital of England is London.
The report is based on Hilton Hotels Corporation. The firm is
founded on May 31 in the year 1919. The headquarters of the
company are situated in Tysons Corner, Virginia in United States.
The founder of the company is Conrad Hilton. The firm is
engaged in the business of hotels and resorts.

PESTLE ANALYSIS OF ENGLAND
 Political - England is one of the powerful countries in
the World. The country has parliamentary and
constitutional monarchy. The Monarch role is legislative
process in the country. There is political stability in the
country which is beneficial for Hilton Hotels
Corporation. The Brexit created political debate and
uncertainties. But because of Brexit many more
opportunities have also opened in the country. Crime and
Violence have also caused major concerns. Thus, the
Hilton hotel needs to consider about the political affairs
of the country.

 Economic - The inflation rate of the England keeps on changing.
Thus, Hilton hotel can find into pressure for increasing the
salaries of the employees and workers more than rate of inflation.
The wages also exert the upward pressure for the inflation. Thus,
while doing business Hilton hotel should consider the employee’s
salary and wages. Government spending is also get low there is no
assumption about the big expansion. The pound which gets low
earlier is now getting recovered from the New Year beginning of
2019. It is now rising significantly. The value of sterling will also
jumped up in near future. Hilton is trading at international level.
Thus, they need to look at their hedging strategy.

 Social - In England there is huge tourist market to cover. Tourist
industry is at it boom, even in London many travelers and
tourists comes from outside. Thus, it is great opportunity for
Hilton to do expansion of their business. The population of
England is multicultural it is influenced by the social class
concept. The people also came there to celebrate their holdings
and weekends. There is huge demand of hotel rooms and resorts
in the country. Thus, Hilton hotel is able to increase its sales
easily. The cost of living is also high in England. Hence, Hilton
should manage its business operations in cost efficient manner.

 Technological - England is technological country. London is
considered as a great hub for technological and financial
institutions. The businesses are also developing their
technologies. Thus, the Hilton should also focus on introducing
new technological tools, equipments and software in their hotels
and resorts. Through this they are able to take competitive
advantage. The advance technological infrastructure also allows
Hilton to create unlimited business opportunities in England. The
technology devoted major contribution in England economy. UK
in total attracts 28 billion pound investment in technology. Thus,
Hilton should try to bring new software’s in their hotels by which
the work becomes easier and it also facilitates the guests and
clients who stay there.

IMPORTANCE OF AN EFFECTIVE
RECRUITMENT AND SELECTION
PROCESS
 Recruitment and selection process in an organization is important in order to
attract an effective workforce. This process is important because it
determines the business success and can be responsible for affecting the
whole organization operations. One of the most valuable assets in an
organization is its skilled personnel.
 Save time and cost - For example, when the Hilton organization does the
preliminary interview, it helps in reducing time money and efforts. This
method eliminates weak candidates and approves the high quality applicants
for the second interview. It is also a way to test the verbal skills by having
tele-conversation which helps in hiring the best personnel for good
communication. If the applicants cannot perform well in tele-conversation,
they will also not perform well during face-to-face interview which require
high verbal skills including body language, eye contact and movement.

 Strategic Alignment - Strategic human resources is a proactive approach
to talent management when compared to traditional approach or
transactional HR systems. For example thorough recruitment and
selection processes the Hilton organization align with strategic HR.
Companies map out the types of workers and skills needed to fill
vacancies in Hilton. Open positions are established based on
organization goals and hiring plans to achieve them going forward.
Planning out HR needs in advance enables more focused job screenings.
Companies can establish training and development programs in Hilton
when they recognize the need to grow personnel into more elaborate
roles after initial hiring decisions. It also increases turnover and morale
of existing employees.
 Efficiency - For example, in Hilton organization applicants will be
given a selection tests. All the results that are obtained from selection
test will be standardize and uniform. Hence, it makes comparison
between applicants, and it directly increases the efficiency of selection
process. On the other hand, structure interview will also increase the
efficiency of selection process because the question is similar for every
applicant such as introduce yourself. By this, interviewer will have a
best formal answer and can easily determine which applicant is giving
the most relevant answer.

PRINCIPLE FACTORS THAT AFFECT EQUALITY,
CULTURE AND DIVERSITY OF AN ORGANIZATION.
 Accommodation of Beliefs - Diversity in cultural,
spiritual, and political beliefs can sometimes create a
challenge in a diverse workplace. Employees are in need
to be reminded that they must not clash their beliefs on
others to prevent conflicts and disputes. They also need
to make sure to keep their personal beliefs must be
independent of their work responsibilities and duties in
Hilton.

 Ethnic and Cultural Differences - In Hilton organization there
are still some individuals who hold prejudice against people
who have different ethnic, cultural, and religious backgrounds
as their own. These prejudice and discrimination should never
be tolerated in the workplace. The Internal organization policies
with clear and objective regulations should be put in action on
the place to prevent employees from disputes. Cultural
sensitivities training and diversity awareness programs in the
workplace can help to solve these issues.
 Gender Equality - In Hilton there has been very less of women
in the workplace. Employers need to prevent gender
discrimination and maintain equality regarding hiring, salary,
opportunities, and promotions. Each employee must be treated
in same manner irrespective of caste, color, gender or diversity.
Also the principles of management denies in the case of
inequalities. Each worker must be treated in same manner as
others are treated.

WHICH CAN BE UTILIZED BY
ORGANIZATION TO ENSURE
TARGETS
 Key performance indicators - The KPS metrics helps
to provide a measure of how companies, individual and
business units are performing. It measures the
performance on the basis of the strategic objectives and
goals of Hilton hotel. KPIs help to measure rich data
drive performance. It helps to provide better decisions
making in Hotel Hilton. It helps to measure the
performance of employees and workers in the hotel.
KPIs drive the current performance level of the
employees in a business. It helps to improve processes in
the organization and also to improve the problems.

 360 degree feedback - It provide wide view to the
individuals about their performance level. It provides various
dimensions through which performance of the employees in
Hilton get evaluated. The feedback of the employees and
workers working in hotel are collected from their peer group,
subordinates managers, direct reports and customers. This
method also helps to remove the bias from the performance.
It gives a clear understanding of the competency of
individual.
 Management by objectives - It defines the specific common
objectives for achieving the individual objectives. It creates
the culture in Hilton to achieve a common objective and
goal. When the specific objective gets achieved it also helps
to increase the employee morale. It is helpful for achieving
one time task in an organization. The work gets done by
establishing management by objectives in Hilton.

OUTLINE PLAN WHICH OFFERS RECOMMENDATIONS
ON ISSUES RAISED IN THE PRESENTATION
 Total quality management - The total quality
management will help in increasing customer
satisfaction and will help the community to reach
customer expectations. The total quality management
will focus on how the quality of the product will be as
per the customer expectations and wants. The customer
value is one of the most important factor on which the
growth of the organization depends. The Total quality
management technique must be applicable all over the
organization and not only for specific consumer but all
of the consumers.

 Customer relationship management - The consumers
must be converted into regular customers for a lifetime
survival and growth of the organization. The producer by
using this technique can maintain a good relationship
with consumers and can make them regular customers.
The customer value is essential for long time growth and
survival of the organization. The well established
customer value and trust will help the organization to
compete with its competitors easily. As the customers
will only trust on the existing organization not on the
newly admitted one. Hilton will give training to the
employees in order to improve customer service in the
organization.

CONCLUSION
It has been concluded from the above report that Hospitality
industry provides effective customer services to its clients. It
has been determined that economical and legal factors are
influencing the business of Hotel Hilton. The recruitment and
selection process if done in an effective way will be beneficial
for the Hilton organization as the organization will be able to
gets several benefits some of them are: saves time and cost,
strategic alignment, efficiency, increase reliability and
accuracy in business. It has been summarized that major
factors that affect culture, equality and diversity of an
organization are accommodation of beliefs, acceptance and
respect, gender equality, ethic and cultural differences.
Performance management is helpful in increasing the morale
of employees. It has been evaluated that customer relationship
management helps to improve customer loyalty in Hilton.

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