Analyzing the Role of Human Resource Management in Organizational Success

The provided content comprises 11 academic articles and 2 online sources related to human resource management. The articles explore various topics such as organizational social capital, expatriate adjustment, high-performance HR practices, adult learning, supply chain orientation, environmental performance, green HRM, transfer of training, workaholism, managing HR in Asia-Pacific, and the hiring process.

Human Resource Management
In
Service Industries

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
1.1 Purpose and role of Human resource management with reference to Hilton Hotel Stratford
.....................................................................................................................................................1
1.2 Human resource plan based on supply and demand analysis...............................................3
TASK 2............................................................................................................................................4
2.1 Current state of employment relations for the Hotel industry...............................................4
2.2 Effect of employment law on management of human resources for Hilton Hotel...............5
TASK 3............................................................................................................................................7
3.1 Job description and personal specification at Hilton hotel for the post of receptionist .......7
3.2 Comparing various different selection processes of different service industries business . .8
TASK 4..........................................................................................................................................10
4.1 Contribution of training and development for Hilton hotel at Stratford City.....................10
CONCLUSION..............................................................................................................................11
REFERENCES..............................................................................................................................12

INTRODUCTION
Human Resource Management (HRM) can be defined as a process through which
employees are managed, recruited and trained. In this context, there are many functions that are
involved in HRM like recruitment, providing training, retention, etc. In other words, HRM is a
systematic arrangement of people through which organization could achieve their goals and
objectives. With this respect, HR managers understand the requirements and areas in which their
employees lack (Armstrong and Taylor, 2014). Accordingly, training is provided to them so that
improvement can be brought in areas where they require improvement. Present report is about
Hilton which is one of the fastest growing hotels in UK (Hilton hotel, 2015). The company is
planning to expand its business. With respect to it, this report covers the role of effective
governance of human resource management so as to achieve their goals and objectives. Further,
it also covers benefits or importance of recruitment and selection process.
TASK 1
1.1 Purpose and role of Human resource management with reference to Hilton Hotel Stratford
It is the role of HR manager to organize people in the organization. In addition to this,
there are many functions which have to be played in human resource management. In accordance
with the case, Hilton hotel is planning to open up 50 rooms at Stratford City (Bratton and Gold,
2012). With respect to this, there are many jobs which have been planned in it. For each of the
service, human resource manager has to play many roles so as to achieve their goals and
objectives. For each and every job opportunities planned by the management, it is very important
for HR manager to hire effective employees who would be able to perform their work effectively
on each service (Stahl, Mendenhall, and Oddou, 2012). Following are the requirements of each
service:
Table 1: Total services and total employees required
Services Number of employees required
Baggage stores 2
Barber shop 2
Concierge Desk 2
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Gift shop 2
Laundry services 5
Multilingual staff 2
Guard 1
Room services 5
Saloon 2
Fitness trainers 2
Total 25
Recruitment and selection: This is one of the main roles which have to be played by HR
managers. In accordance with the case, for the expansion of business of Hilton at Stratford City,
it is very essential for the management to hire at least 25 employees. In this context, candidates
should be interviewed and people should be selected accordingly. Skilful and capable personnel
should be selected so they could provide better services to their customers (Armstrong and
Taylor, 2014). With this respect, it is very important to provide satisfying services to their clients
and develop a good perception towards the organization. This is possible only when the HR hire
efficient people who would provide effective facilities to their customers (Jiang, Lepak and Baer,
2012).
Training and development: It is very important for human resource manager to provide their
selected employees with proper training so that they could understand their roles and
responsibilities effectively. Through proper training, they would be able to provide effective
services to their customers. Training would be helpful in identifying the areas in which they lack
and it would help them in improving those areas. In accordance with the case, there are different
services which are to be provided to customers and it is very important to give the selected
employees with training (Berman, Bowman and Van Wart, 2015). Training would be effective
only when management would identify the areas in which employees’ lack. Offering them
training according to their requirement would be helpful in satisfying customers efficiently
(Bratton and Gold, 2012). HR managers should thus work together so as to help their employees
to enhance their skills and to improve their performance level.
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Health and safety: In all the services, it is very important for the management to ensure the
safety of all employees as well as customers. The HR should be able to provide healthy
environment in which the employees would feel free and perform effectively. The need is to
develop an emergency exit so that in case of any fire explosion, or natural calamity, customers
and employees could use these exits (Stahl, Mendenhall, and Oddou, 2012).
1.2 Human resource plan based on supply and demand analysis
According to posts required, management of Hilton will be in need of 25 employees for
each of their services. This is as the cited hotel is famous and one of the place where individuals
dream of working. In this context, it would be obvious that the supply would be more than
requirement. With respect to this, human resource planning is very essential so as to select the
best candidates who would help the firm to provide their customers better services (Jiang, Lepak
and Baer, 2012). In order to select effective employees, it is important to prepare a proper
selection and recruitment process. Following are the plan which should be followed by Hilton to
achieve their targets:
Advertisement: For expansion of business, total requirement is 25 employees. For each service,
Hilton should provide qualification which is required by them for each service. Advertisement
should be provided on newspapers and on official website of company. Through this, interested
people would get to know about the vacancy.
Test: It would be very difficult for human resource management to select all the candidates who
would be interested on vacant posts. Aptitude test should be conducted for all people who
applied for the post. This would help the management to know about the efficient candidates.
Top 50 candidates should be selected among the applied people and they should be called for
personal interview (Berman, Bowman and Van Wart, 2015).
Personal interview: This type of interview is helpful to know about skills, ability and knowledge
which selected individuals possess. Interviewer would check communication skills; understand
ability, enthusiasm and willingness (Armstrong and Taylor, 2014). Interviewee should have
experience of at least three years. In context of the case, expansion is a type of risk which
organization takes and it is very important to select employees who possess experience with their
profession. Their experience would be helpful to know the areas in which management lacks and
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according to their suggestions improvements could be done. In this interview, 35 candidates
would be selected and they would be given training (Jiang, Lepak and Baer, 2012).
Training: 35 candidates selected through personal interview would be given training. It would
include roles and responsibilities which selected candidates have to perform. Through training,
human resource management would get to know efficient individuals. With their performance,
25 individuals would be selected and they would be provided with appointment letter.
This would be the best human resource plan of Hilton in selecting the best employees for
their new business at Stratford City (Buller and McEvoy, 2012). When employees get to know
their roles and responsibilities then they can provide effective services to their customers. In
addition to this, they would be able to help Hilton to achieve their desired goals and objectives.
This human resource plan would thus help Hilton hotel to select skilful and capable candidates.
TASK 2
2.1 Current state of employment relations for the Hotel industry
Employees are the key tools through which organizations can achieve their targets easily.
They are the face of company or representatives who provide the products or services to
customers. In this context, it is very important for firms to understand their employee’s needs
and wants. Accordingly, they should provide those services so that they could motivate them and
could work with full efficiency. Maintaining relationship is very essential so as to know the
issues or problems which employees would have been facing (Berman, Bowman and Van Wart,
2015). It is very important for management to develop strong relationship with the worker so that
they understand them more closely and could better provide services to their customers.
Similarly, it is also essential for employees to maintain relationship with their subordinates. This
would help them to perform more effectively and efficiently (Stahl, Mendenhall, and Oddou,
2012). Following are the employment relations for hotel industry:
Management and employee relationship: There are many services on which organizations
should focus to provide customers satisfaction. In this context, there are many models that are
provided by different authors for developing a strong and healthy relationship with their
customers (Armstrong and Taylor, 2014). Following are the aspects on which firms should focus
on so that they could develop healthy bond among workers:
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 Salary: Mostly, people work for getting salary according to their performance.
Organizations should provide timely payment to their workers. In accordance with the
case, Hilton understands the requirement of their employees and accordingly they do
provide them with timely salary. Health and security: Hilton should look after the surrounding which they provide to their
employees. They should feel free to work in environment provided by management. With
respect to this, there are many additional benefits towards job provided to employees by
Hilton. Motivation: It is very common that workers get de-motivated with regular work or it
could be any other reason. In this context, there are many theories and models so as to
motivate employees. With this respect, Hilton uses Maslow's hierarchy of needs which
covers all the important aspects through which employees get motivated. Spot activities: These types of activities are very helpful in creating interaction among
employees and management. It helps in knowing workers more closely (Berman,
Bowman and Van Wart, 2015). Monitoring: This is one of the best tools which management could use in order to know
performance level of workers. Hilton monitors their each employee performance closely.
This helps in identifying the areas in which workers lack (Bratton and Gold, 2012).
Accordingly, they provide them appropriate steps through which they can improve and
enhance their skills and abilities.
Employee to employee relationship: People from different countries work together and because
of this, issues could also arise. It is very essential for employees to work together so as to provide
their customers with satisfying services. Employees would understand the issue or problem of
other worker more closely and effectively (Jiang, Lepak and Baer, 2012). In accordance with the
case, Hilton employees understand and support other workers; through this they are able to
provide better services to their customers.
Employee union: This is a type of group which work for the betterment of employees.
Organization cannot impose any kind of regulation or rules to them. There are cases when leader
of employee union stand on behalf of all workers and negotiate from management. In Hilton,
there are no such unions; they make sure from their employees regarding the changes which they
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want to make. When all workers convey their approval, the rule and regulations are made into
force (Buller and McEvoy, 2012).
2.2 Effect of employment law on management of human resources for Hilton Hotel
There are many laws that are imposed by government of UK in order to protect
employees. All the laws and policies have to be followed by organizations. It helps employees on
being discriminated. Following are few laws for the protection of employees: The Equality act 2010: This act aims in protecting employees from being discriminated.
Workers should not be discriminated in term of age, religion, sex, race, culture, etc. In
addition this, interviewer should not select candidates for their personal attachment.
Further, all the employees in the organization should be given equal importance and
benefits. This law ensures that firm treat workers equally and do not distinguish them at
any means (Buller and McEvoy, 2012). Moreover, employees should not be
discriminated on the basis of salary. Workers on same post should be given same salary
but experience also matters. They should be paid more according to their performance. Workplace regulation 1992: It is very important for management to ensure that
employees are provided with safe environment. They should make sure that they are
given with an environment in which they could work freely. This law makes sure that
employees are given job security and other safety measures so that their health is
protected. In context of hospitality sector, it is very important to maintain cleanliness. In
this respect, gloves, new technology, etc. should be provided so that they worker could
perform effectively and could stay healthy (Jiang, Lepak and Baer, 2012). Personal protecting equipments regulation 1992: Organization should provide their
employees with equipments which would protect them at time of any issues like calamity
or disaster. It is the responsibility of management to provide their workers with proper
training so as to make use of the equipment easily and could protect their lives at time of
any problem (Berman, Bowman and Van Wart, 2015). Training would help them, their
subordinates and customers at the time of any danger. There would be customers or
employees who may need professionals help as well. In this respect, they should arrange
expertise support at the time of requirement.
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 Work time regulations 1998: Working times should be scheduled for employees. There
should be a systematic working hours in which they get to know the total hours in which
they work. Workers should be paid according to their working hours. In a day, they
should be given sufficient time to have their food and to use the toilet. According to this
rule given by UK government, employees should be given at least twenty minutes of
break that also during six hours of work (Bratton and Gold, 2012).
TASK 3
3.1 Job description and personal specification at Hilton hotel for the post of receptionist
Job description
Title: Receptionist
Reports to: To HR Manager/ Line Manager
Position summary: A receptionist is supposed to be cordial, punctual and respectful towards the
visitors and customers arriving in Hilton hotel. Receptionist should be able to manage all the
important tasks and duties assigned to him/her in proper given time (Buller and McEvoy, 2012).
He/ she should be capable of providing help at clerical and administrative level to meet the
hotel's standards.
Duties and responsibilities
 Hilton hotel needs a candidate who has the ability of being familiar with different type of
publicity offered by the hotel to their customers (Stahl, Mendenhall, and Oddou, 2012).
 It is very necessary for a candidate to be punctual on his/her work timings and should
follow different rules and regulations formulated by Hilton hotel.
 He should be able to increase Hilton hotel's reputation by promoting different
departments of hotel such as Spa's, gym and fitness centre, games and recreation club etc.
(Jiang, Lepak and Baer, 2012).
 Communications skills, both written and verbal are required to communicate effectively
with staff members and guest arriving in Hilton hotel (Armstrong and Taylor, 2014).
 He should be able to manage and organise different business related meetings,
conferences and other gatherings on various occasions.
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 It is the prime responsibility of receptionist and other staff members to provide sense of
security and safety from any type of threat to guests at Hilton hotel. They should also be
capable of helping customers to find their lost belongings and materials.
 To be able to ensure the accessibility of the hotel at various business occasions and
festivals to increase the hotel sales.
 He should be able to answer customer's public inquiries and queries in an effective and
efficient manner whenever required. Candidate should have the ability of making and confirming all the hotel reservations
after collecting deposits from the customers and guests.
Personal specifications and attributes
 Candidate must possess the ability to communicate effectively with different types of
customers and guests visiting at Hilton hotel.
 Should always be ready to work under extreme pressure during peak and festival seasons
in order to meet Hilton Hotel sales requirements.
 The employee is expected to be qualified to a certain level with GCSEs (A-C) in
grammar, mathematics and information technology (Bratton and Gold, 2012).
 Should be able to create and maintain healthy relationship between staff members and
different customers.
 Candidates are required to be genuine, reliable and alert about the cultural changes and
sensitivity (Jiang, Lepak and Baer, 2012).
 Needs to have the abilities to receive guest and provide them with required information
about the Hilton hotel so that negligible mistakes and dissatisfaction is achieved.
 The candidate should meet the mandatory requirements of basic mathematical skills so
that various calculations are carried out with accuracy and precision (Buller and McEvoy,
2012).
 Should own the knowledge of keeping and handling unknown equipments and other
computer languages and programming.
 Candidates should be willing to work in rotational day and shifts will be preferred.
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 Must have the features of managing hotel's front and reception desk at the same time if
the hotel's environment is very engaged (Berman, Bowman and Van Wart, 2015).
3.2 Comparing various different selection processes of different service industries business
Depending upon the kind of company and its job specifications, human resource team
designs various criteria for selection of candidates for different positions. Almost hiring process
of all the organization and hotels are same. This part of study examines and compares various
procedure of selecting candidates in between Hilton hotel and Starwoods Hotel (Stahl,
Mendenhall, and Oddou, 2012). Inviting application: The below stated first three criteria for hiring any job candidate is
same for both Hilton and Starwoods hotel. The first stage of recruiting an employee is by
inviting various interested applicants and job aspirants with the help of advertisement and
through internet (Armstrong and Taylor, 2014). The advertisements include job
description and personal specifications for a particular job. Receiving applications: Detailed information about candidates at personal and
professional level is collected through the job application received. These applications
help in identifying and comparing candidates with different abilities and skills which
further aids in selecting desirable candidates (The Hiring Process, 2015). Examination of applications: The Company stops receiving applications from
candidates when the deadline for receiving is attained. The collected applications are then
reviewed for complete, incomplete and unmatched applications. Those applications
which are incomplete or un-matched are disapproved instantly (Buller and McEvoy,
2012). Written test: Both Hilton and Starwoods hotel do not follow the same procedure of
writing test for hiring candidates in a company. Only Hilton hotel adopts the procedure
for written test by candidates. Written test proves to be beneficial because it provides a
base for searching and selecting desirable candidate for respective job (Bratton and Gold,
2012). Mental ability test: Both Hilton and Starwood Hotel conducts psychological test for job
aspirants. It is needed because it aids in finding out different qualities and skills of an
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individual at personalized level. This test includes ability test, intelligence test and
attribute test. Personal interview: Candidates who passes writing and mental ability test are then
promoted to next level of selection process which is face to face interview. It is generally
organized by senior level managers and company secretaries of Hilton hotel as well as
Starwoods Hotel. Employees are basically questioned on their family background,
personal interest and hobbies and various other job experiences (Berman, Bowman and
Van Wart, 2015). Reference check: The entire interviewed job aspirants are required to refer two
references to the hotel which is going to recruit that particular candidate. Those
references are helpful in verifying and cross checking personal and professional details
submitted by candidates on various aspects (Jiang, Lepak and Baer, 2012). Final selection: Job aspirants who qualify personal interviews are finally selected and
recruited for both the companies. Candidates are provided with an appointment letter
which specifies date of joining, salary package offered to them and hotel' norms and
policies.
 Placement: After the process of final selection, selected persons are allotted with an
appropriate job by both Hilton hotel and Starwoods Hotel. Position in a company plays
an important role in providing whole idea about the occupation so that he/she can execute
the same with full efficiency and strengths.
TASK 4
4.1 Contribution of training and development for Hilton hotel at Stratford City
Training plays a vital role in developing skills and abilities of employees so as to provide
better services to their customers. In this context, it is very essential for the management to
determine the areas in which each employee lacks. In this respect, it is essential for management
to monitor each and every employee (Jiang, Lepak and Baer, 2012). When workers are
monitored, then they would get to know the areas in which employees should be given training.
In accordance with the case, it is very important that selected candidates understand their roles
and responsibilities effectively so that they could satisfy their customers. There are many
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services which Hilton wants to provide to their customers and according to it they have to
enhance their employee’s skills. Following are the benefits through proper training: Potential: Training would help in developing the potential. Each and every employee has
their own potential of performing the given tasks in their own way. It is very important
that they get to know their issues because of which they lack to perform well. Training
would help employees to develop or enhance their potential (Bratton and Gold, 2012). Motivation: There are issues when employees do not understand their roles and
responsibilities effectively. It creates an issue or problem and it also becomes a reason of
de-motivating. When they are given training, they get to know the roles which they have
to perform and when responsibilities and roles get clear, and then they perform more
effectively. In this context, it is important for management to identify the actual reason
because of which employees get de-motivated and accordingly appropriate steps should
be taken so as to motivate them (Buller and McEvoy, 2012). Focus: In performing any job, focus is very essential as without the same customers
would not get complete satisfaction. In order to develop focus, training would be very
helpful and effective. This would help in improving the performance level. This way they
would be able to satisfy customers. Through training, employees learn to manage risk;
there are many tasks which have to be performed at a time. In such case, training helps in
developing prioritizing tasks in such a way that workers complete their given tasks on
time (Berman, Bowman and Van Wart, 2015).
 Innovation: With proper training, employees get to know about their job more closely
and as a result they develop ideas or innovation through which they perform their job
effectively. They understand their customers more closely and focus on providing them
services or products through which they satisfy them (Jiang, Lepak and Baer, 2012).
CONCLUSION
From this report, it can be articulated that Human Resource management is responsible to
manage employees in a systematic way. There are many functions which have to be played by
them among which recruitment is one of the main functions. HR managers have to develop a
resource plan with the help of which they could easily select skilful and capable employees. In
addition to this, it is very important for management to maintain strong relationship with their
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employees so that workers satisfy and fulfil the needs of customers effectively. Further, there are
many laws imposed my UK government for the protection of employees and any law which do
not follow by them are punishable by law.
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