Employee Relations Report: Hilton Hotels, UK - Conflict Resolution

This report delves into the intricacies of employee relations within Hilton Hotels and Resorts in the United Kingdom, focusing on the crucial role of Human Resource Management in fostering positive workplace dynamics. The report begins by defining employee relations and its significance, particularly within the hospitality sector. It then explores the unitary and pluralistic frames of reference, offering insights into how different perspectives shape organizational practices. The report examines the impact of trade unionism on employee relations, including collective bargaining, employee welfare, and legislative influences. It identifies the key players in employee relations, such as managers, government agencies, and employees, highlighting their respective roles and responsibilities. The report further investigates conflict resolution strategies employed by Hilton, including procedures for addressing different types of disputes and the significance of collective bargaining. It analyzes key features of employee relations in collective disputes, such as those arising from perceived inequities. The report then examines the role of negotiation in collective bargaining and the impact of negotiation strategies on resolving conflicts. It also explores the influence of the EU on industrial democracy in the UK, methods for gaining employee participation, and the impact of human resource management on employee relations, culminating in a comprehensive understanding of employee relations management in the hospitality industry.

RELATIONS

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
1.1 Unitary and pluralistic frames of reference..........................................................................1
1.2 Affect of trade unionism on employee relations...................................................................2
1.3 Role of the main players in employee relations...................................................................3
TASK 2............................................................................................................................................4
2.1 Procedure Hilton should follow to deal with different conflict situations...........................4
2.2 Key features of employee relations in collective disputes....................................................5
2.3 Effectiveness of procedures used in collective disputes.......................................................6
TASK 3............................................................................................................................................7
3.1 Role of negotiation in collective bargaining.........................................................................7
3.2 Impact of negotiation strategy on collective disputes..........................................................8
TASK 4............................................................................................................................................9
4.1 Influence of the EU on industrial democracy in the UK......................................................9
4.2 Methods to gain employee participation and involvement................................................10
4.3 Impact of human resource management on employee relations.........................................11
CONCLUSION..............................................................................................................................11
REFERENCES..............................................................................................................................13

INTRODUCTION
Employee relations is emerging to be one of the major responsibility of Human
Resource Management of any organisation. HRD of an organisation is meant to
establish positive relations with their employees and maintain it to create the feelings of
loyalty. Employee relations help in developing openness in the organisational structure
and let the communications happen easily. In this report, the discussion will be on the
management of employee relations in the hospitality sector, especially in Hilton Hotels
and Resorts in United Kingdom. Hilton have been in the top brands hotel providing all
services to their customers and thus have a wide range of factors influencing their
employee relations positively (Burchill, 2014). This report will be dealing with the context
of employee relations against the changing background. This project will also focus on
nature of industrial conflicts and its resolution made by organisations in hospitality
sector. Processes of making of collective bargaining and negotiations will also be
discussed in this project. The concept of employee participation and involvement will
also be made clear within this report.
TASK 1
1.1 Unitary and pluralistic frames of reference
Frames of reference is referred to as a set of criteria or considered values
relating to which judgements possibly created. There are mainly two classifications to
the frames of references and they are unitary and pluralistic frames.
 Unitary Frame: Unitary frame of reference can be defined as a way of thinking,
a mindset of assumptions, values and practices in relation to the management
and membership in the organisation. This perspective is having its base on this
statement saying that if the Hilton needs to achieve success, members working
in the organisation, even though working in different departments and have
different roles to play in the firm, but they must have common goals, thoughts
and values. Unitary itself means to have similarity in differentiation, referring to
their positions in the organisation and their goals and attitudes. It helps in finding
the expression via the mission statements that have been implemented and
success is achieved when the objective that have been set is actually achieved.
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Employees in this perspective is under the consideration that they are loyal and
and behaviour of the management acts to be parental, caring and serving the
interests of everyone.
 Pluralistic Frame: This perspective in an organisation may create different sub-
groups under each groups that are powerful and each of them owning their own
loyalties as per the legislation and their own set of objectives, values and
leaders. In general, when seen, there are two major sub-groups according to the
pluralistic approach are the trade unions and management. The management
won't be concentrating on enforcement, controlling and influencing the
coordination. Trade unions are established as legal representatives of the
workers in the organisation, and they majorly deals with conflicts by bargaining
collectively and if managed, they could even convert it into evolution towards a
positive change (Greenwood, 2013).
1.2 Affect of trade unionism on employee relations
Trade and labour unions have been present in the organisational societies since
1930s and they have been stressing on equality and bargaining power of the workers at
their workplaces. They have been fighting against the domination of employers over
employees and they have been effectively representing the employees and their
interests legally, to restrict employment relationships. These unions are the bodies that
puts their efforts on workers' benefits on their better payment and conditions in which
they work. They also demand that the employees are to be treated with respect and
dignity at the organisation where they work. These are the major points at which the
trade unions have influenced employee relations:
 Collective Bargaining: They were established to grant workers equal power of
bargaining with their employers, who as per traditions used to decide the terms
and conditions of the workers' pay and duration. Unions are established on the
basis of particular industries to represent the workers in that industry to negotiate
with their employers. A trade union is group of workers and a collective voice of
employees could impact more effectively rather than they used to struggle
individually with their employees for their rights (Zott and et. al, 2011).
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 Welfare of Employees: Trade unions have been successful in achieving the
rights for employees and workers. They represents the workers and their
interests and secured various benefits such as unionised employees are now
receiving higher wages, reasonable schedules of work, proper work-life balance
and job security. Unions have been consistently facilitating enhanced level of
welfare and standard of living for the workers in UK.
 Unfair Practices: Trade unions regularly assess the unfair practices at the
workplaces by the employers. Trade or labour unions in United Kingdom have
declared that it is against the law if the employers are dominating a union or if
they are showing discrimination towards the workers who are engaged in
activities of the union. They also act against the employers if they victimize
workers who are filing charges against them.
 Legislation: Labour unions also play a major role in the development of labour
laws and regulations that effects the protection of workers in an organisation. The
concerns of employees are taken seriously as the unions are engaged to initiate
rules regarding the areas of work at a workplace. They just not create labour
laws but they also have the responsibility of disseminating those information to
the employees registered under the union (Wright and McMahan, 2011).
1.3 Role of the main players in employee relations
Establishing and maintaining healthy relationships between the employees and
management (employers) is an important activity and it involves a panel of individuals to
do that work as it requires collective efforts. As the responsibilities and duties regarding
employee relations are not that easy and are not manageable by a single individual,
various individuals from different departments are identified to play significant roles to
manage the employee relations activities in Hilton's hospitality services. These are the
main players in Hilton who handles employee relations:
 Managers: Managers present in various departments at Hilton hotels in UK have
important roles in building positive relationships between the employees and the
employer. Managers are supposed to provide an effective environment at the
workplace for the workers,s ot that they can give their efforts to work efficiently.
Managers are the ones who can manage the criticism that takes place in the
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conversations between employees . They also play a crucial role in encouraging
healthy competition within the workplace to improve the efficiency of the
employees. They also have the responsibility to increase the motivation level of
the employees using various methods. They also handles the complaints and
issues that are faced by the workers and manages to resolve them. Managers
also acts as a negotiator and discuss the issues with the staff representative.
They help in raising the commitment of employees towards the organisation
(Watson, 2010).
 Agencies of Government: The state creates certain laws and regulations that
every employer has to follow at their workplaces, so do in Hilton. It includes
various acts such as the child labour law, amendments made in health and safety
act and minimum wage act. These kinds of policies and acts serves to build
healthy relationships between the workers and the employers in hospitality
sector.
 Employees: Workers' main duty is to perform the assigned tasks by the
employers. The employees working in the hospitality sector is also responsible to
work within the rules and regulations that are made applicable by the
management of Hilton. There are various fun related programs and competitions
organised by the companies and the employees could participate in them to
show their talents. These kind of activities help in building strong bonds between
the employees and employer, and also helps in developing loyalty among them
(Poole, 2013).
TASK 2
2.1 Procedure Hilton should follow to deal with different conflict situations
The management of Hilton has been very decisive regarding the procedures to
be followed when various kinds of conflicts and disputes arrive, like strikes. There are
considerably three major types of conflicts that can be occur in a business organisation
in hospitality sector. Faults in the working environment such as ineffective physical
environment regarding the the alteration in employment related terms and conditions or
ineffective work allocation may lead to collective disputes within the organisation such
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situations, the employees are seem raising voice against the managers in the firm.
Discriminative allocation and distribution of operational activities are considered to be
the main reason where such circumstances of collective dispute arise in companies.
In case of such conflicts in Hilton Hotels and Resorts, there is particular
procedure that they commence in their organisation to efficiently resolve the conflicts.
The process is initiated with managerial decisions carried out within the organisation
and after the discussion is being conducted effectively, a solution will be prepared and it
will be taken over to the director of HRM (Keegan and Francis, 2010). It will the HR
managers who will imply the actions in overall departments of organisation within a
week so the conflicts occurring in the firm is resolved. There will be alternative plans
developed by the dispute committee of Hilton's management which will be ready for
implementation, if in case the primary plan fails to resolve the disputes (Kazlauskaite,
Buciuniene and Turauskas, 2011).
The entity could also face strikes as another form of conflict. An organisation like
Hilton face strikes when the management of the company performs any certain activity
that is against the staff members. In such circumstances of conflicts like strike, the
procedure as per Hilton to solve the issue is by adopting collective bargaining process.
The process implies that the management of the organisation meeting the appropriate
union which deals with workers in hospitality sector in that region and they carry out
bargaining with the representatives of their staff, so that both the parties could reach at
a comfortable conclusion.
2.2 Key features of employee relations in collective disputes
Conflicting situations like collective disputes take place in a hospitality related
organization where a section of employees are discriminated with other regarding
facilities provided by management of an organization. For example, there are certain
additional facilities provided to female employees by the management of Hilton which
are not made available to the male employees. These circumstances can create a
negative environment of within the organization and as a result, it may cause the
effectiveness of operations and profitability of the company.
 Additional facilities allotted to female staff: The collective dispute may be be
struck by the male employees taking the additional provision of facilities to the
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female employees that are not made available to them (Hassink, Klaerding and
Marques, 2014). Hereby, the employees (male) could raise their voice against
the management for ineffective allocation of activities. There are availability of
maternity leaves for female employees which are leaves of long duration
provided to them during their pregnancy period, and there are no such parental
leaves for male employees. Adding to that, there are regular transportation
services made available to the female employees from their residence to the
workplace and vice-versa. But there are no such facilities provided to male
employees working in Hilton and therefore, they think that they are not treated
equally. The management of the entity have to make sure that all their
employees are treated equally and there must be no presence of discrimination
in their activities (Gupta and Kumar, 2012).
 Dissatisfied with the management of the firm: Employees' dissatisfaction
towards the organization's management can also be a reason for conflicting
situations. Workers at Hilton will exhibit their dissatisfaction against the company
if the managing authorities are not seen to take needed steps to analyze the
conditions of dispute as of ineffective work allocation . This may influence the
relation between the employees and employer negatively. Hilton's management
must stress on improving this relationship by taking suitable actions to make the
work allocation better. The departmental managers of Hilton and the
representatives from the trade unions play an important role in coming up with a
proper solution for the conflicting situation.
2.3 Effectiveness of procedures used in collective disputes
There is an effective procedure that have been adopted by Hilton hotels in order
to measure conflicting situations such as collective disputes. Company has developed a
separate dispute committee of the organization's management that handles this kinds of
specified procedures. Generally, in such a process, the management organizes a
meeting with the employees or their representatives to discuss the issues on which they
are disputing collectively. As in the above given conditions, the male employees at
Hilton can make clear the issue they are facing regarding ineffective allocation of work
and inequality regarding particular facilities. This step of the process gives the
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opportunity for them to keep their thoughts and opinions that are related to those
issues,s o that the manager could understand the situation at workplace.
The members from the staff are also allowed to ask questions and clear their
doubts regarding the reason behind the aspect. The situation of conflict can be brought
to an end with a solution, if the staff members are satisfied with a justifying reason
provided by the company's management. And in case if the workers are not satisfied
with that reason, they can move ahead to present their issues in front of the executive
director of the Human Resource Department (Greenwood and Freeman, 2011).
These discussions can also highlight the strength of a group of people towards a
commitment they hold towards a particular position. This can implement changes as
they are being aware of the strength of opposing views may cause their party to modify
their stance. They may also cause the parties to find a settlement can be taken as a
result of new options and ideas that are emerging. If these ideas are acceptable to both
the side, then they can can provide a base for the agreement by which it could prove to
be the end of the dispute.
TASK 3
3.1 Role of negotiation in collective bargaining
Collective bargaining can be referred to as the procedure of activities of
negotiation carried out by a group of workers with employers in relation with the terms
and conditions of employment. Collective bargaining can also be said as the method
that provides a way with the support of a healthy discussion that can possibly happen
between the managers and members of the staff within the business organization
(Godard, 2014). In the collective bargaining process, employees working in Hilton will
choose a person among them who will play the role of representative of the staff
members, so that he or she can take the responsibility of keeping every individual's
ideas and opinions. This procedure will thus help the employees to keep their views in
front of the company's top level of management and is considered to be one of the best
processes of negotiation. It have the capability to directly support in resolving the
conditions of conflicts and create a favorable environment in which the employees could
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work in harmony. In this way, collective bargaining plays various roles in negotiation at
Hilton Hotels and Resorts:
 Effective Conclusion: In this case, the representatives of the employees are
seen to negotiate with employers with an objective of concluding the meeting
with an effective solution regarding the issues that they are facing in their
workplace (Feagin and Feagin, 2011). The staff members of Hilton who are
facing issues can carry out a healthy discussion with top management of the
company through the process of negotiation. Appropriate solutions are possibly
found and settlement of disputes faced by the company can also be done with
the negotiation process.
 Improves effectiveness of collective bargaining process: This process has
the main aim of resolving disputes taking place between the employees and
employers in Hilton Hotels and Resorts. Negotiation process helps the employers
to explain the major reasons behind adopting specific practices of employment at
the workplace to the employees. The management can organize a meeting to
discuss with male employees regarding issue of ineffective allocation of work.
This process of negotiation also helps in analyzing different issues prevailing in
the organization and helps in improving the overall performance of the entity.
This will enable the employers in terms of continuity in services to serve the
target market.
3.2 Impact of negotiation strategy on collective disputes
There have been a lot of way negotiation process have been influencing the
issues of collective disputes and its related conditions taking place in Hilton Hotels UK.
Generally, negotiation is considered to be a process by which conflicting situations
taking place in workplaces can be managed easily (Delbridge, Hauptmeier and
Sengupta, 2011). Therefore, Hilton adapts various techniques of negotiation process to
influence the issues of conflicting situations that can possibly occur in its working
environment. Forcing, compromising, smoothing, etc. are considered to be included in
the activities of negotiation. In the strategy of compromising, managers doesn't not
participate in being a mediator in case of the particular issues that have been faced by
the employees in the organization. Compromising strategy says that either of the parties
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have to compromise their goals. Let the example be that of the collective dispute
condition and in such situations, managers have to go for strategies like collective
bargaining, where the motivation level of the employees can visible decreasing and it
will result in the overall efficiency level of the company's operations. A company like
Hilton must be able to handle the situation and they must work on increasing the
motivation level of their employees or else they will face lack of efficiency from the side
of their male workers (Dasgupta, Suar and Singh, 2012).
Whilst, forcing can be used as a negotiation strategy with the main object of
accomplishing a personal goal at the expense for another personal goal. In the
conditions where the strategy of forcing is adapted, the manager can be seen giving
importance to personal goals rather than that of employees or organization. There can
be negative environment created in the workplaces at Hilton if such conditions like
collective disputes take place within the organization. It will be giving a negative feeling
to the male employees working in the company regarding the ineffective work allocation.
So, it will be difficult in such cases to retain the employees within the organization who
are valuable as they will not be interested in participating in major activities conducted
by the firm. Therefor, after further proper analysis of their issue at the workplace, the
strategy of smoothing can be adapted in such conditions. This strategy is where the
managers gives more importance to the views and opinions of the staff members and
seriously considers their issues that they have been facing in their workplace. So, this
will be appropriate to raise motivation level of male employees working in Hilton (D'Cruz
and Noronha, 2010). It will also help in reducing the negative feeling created within the
organization which are caused due to manager focusing less on the employees and
their opinions while in the process of collective bargaining. Negotiation strategies has
its own importance in management if they are correctly selected for particular
situations.
TASK 4
4.1 Influence of the EU on industrial democracy in the UK
The organizational structure is given with freedom to take responsibility to take
crucial decisions to the employees within the workplace when an organization accepts
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industrial democracy. European Union influences industrial democracy in UK directly
and affects certain factors vastly. The legislation developed by European Union have
been highly impacting industrial democracy within the country as it passed the act which
proves prominent for the staff members of the company in the process of decision
making. In such conditions, EU found it apt to imply the guidelines of industrial
democracy in the enterprises all around the country. As the act provided the right to
employees take part in the decision making process and the company does not agree to
accept it, they will be facing the adverse impacts of strikes and lockout conducted by the
staff members.
There are certain cultural differences created at national level due to the
influence of industrial democracy. For instance, a multinational company which is
owned and operated by different individuals from different countries, but if they have to
operate in the European continent , they have to consider providing their employees
power to participate in the decision making process. But if in case, they are not
implying the EU's act within their organization, it will be difficult for them to serve in the
European market in an effective and efficient manner. The concept of partner based
relationship has been developing within industrial democracy accepted by companies
as an influence of the European Union's act (Bretton and Gold, 2012).
4.2 Methods to gain employee participation and involvement
There are various methods that can be used to boost the interest of employees in
Hilton to participate in the operations and to get involved in the decision making
process. The activities and techniques that are considered for the same purpose
includes suggestion scheme, attitude survey, consultation, etc. Consultation is one of
the most commonly adopted practice by organisations to encourage their workers to get
involved in the decision making process along with the operations that they usually
participate in. Consultation involves managers providing opportunities to the employees
yo present their ideas and opinions in front of the top level management as to improve
the firm's overall performance. This can prove helpful to raise the level of motivation of
employees and they could initiate their efforts in favour of the company (Biswas and
Varma, 2011).
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On the other hand, if compared with the method of attitude survey that is also
considered as an effective technique that Hilton could use to encourage their staff
members to get indulged in the process of decision making and other affairs of the
company by specifying their views on particular matters that are related to them. Job
evaluation and performance along with pay determination are also considered within the
method of attitude surveys conducted for the employees by the employer. This will help
to know the perceptions of each employees in order to implement several changes in
the organisational structure and existing policies.
4.3 Impact of human resource management on employee relations
Employee relations is part of human resource management within Hilton. There
is always a panel of experts who have been specialising in handling the functions of
building positive relationships with employees and to maintain it (Armstrong, Brown and
Reilly, 2011). Thus, HRM has been influencing the employee relations functions in the
organisations and works for the workers' welfare. The rules and regulations developed
by the Human Resource Department have been a subject to concern of the employees
and employers of Hilton. The relation between the staff and the the management could
be managed pretty well if the HRM develops favourable policies and provide facilities to
the employees in an effective manner. This will directly impact the mindset of
employees to stick to the company as they are providing so much in favour of them and
constantly motivates to perform well at the workplace (Ackers, 2014).
The employee relation related functions performed by the HRD of a company can
also result in the development of better relationship among the employees and also
between the workers and employers. The HRM also follows the plural perspective of
employee relation, so that overall performance of the organisation shall shall improve.
This is because that this perspective focuses on the views and opinions of the
employees, so that their needs and presence are considered to be important for the
entity.
CONCLUSION
The report has been helpful in easily understanding the importance of employee
relations and its management within a workplace at an organisation. Effective
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relationships are necessary to be built in firms such as Hilton as for the efficiency in
operations are considered directly influential on customer satisfaction. The difference
between unitary and pluralistic frames of employee relations have been clearly made
understandable in this report. The project has also dealt with the concept of trade
unionism and their influences in employee relations. The report has also focused on the
procedures used to deal with conflict situations in an organisation. The concept of
collective bargaining and the role of negotiation in it has also been discussed within this
project. The report has also included the impact of European union on industrial
democracy in United Kingdom. The influence of the human resource management on
the concept and functions of employee relations are also highlighted in this report.
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