Hilton Hotel Stratford: HRM, Employee Relations, and Employment Law

This report provides a comprehensive analysis of Human Resource Management (HRM) within the service industry, focusing on Hilton Hotel Stratford as a case study. It explores the role and purpose of HRM, including recruitment, training, employee welfare, and ensuring a safe working environment. The report details a HR plan based on the analysis of supply and demand, covering human resource assessment, demand forecasting, supply forecasting, matching demand and supply, and action planning. It examines the current state of employment relations in the hotel industry, emphasizing communication, employee recognition, and workplace environment. Furthermore, the report discusses how employment laws, such as the Equal Pay Act 1970 and the Employment Act 1996, affect the management of human resources at Hilton Hotel. It also includes a job description and person specification for a receptionist, comparing selection processes across different service industries. The report concludes by highlighting the importance of effective HRM practices in achieving organizational goals and maintaining a positive employee-employer relationship.

HRM IN SERVICE
INDUSTRY

Table of Contents
INTRODUCTION...........................................................................................................................3
TASK 1............................................................................................................................................3
1.1 Role and purpose of HRM within Hilton Hotel Stratford.....................................................3
1.2 HR plan based on the analysis of supply and demand...........................................................4
TASK 2............................................................................................................................................6
2.1 Current state of employment relations for hotel industry......................................................6
2.2 Employment law affects the management of human resources for Hilton Hotel..................7
TASK 3............................................................................................................................................9
3.1 Job description and person specification for receptionist job................................................9
3.2 Comparing selection process of different service industries businesses.............................10
TASK 4..........................................................................................................................................12
In PPT........................................................................................................................................12
CONCLUSION..............................................................................................................................12
REFERENCES..............................................................................................................................13

INTRODUCTION
Human resource management (HRM) can be stated as the term which is devised for the
management of people within firm. Also, the responsibilities and duties of HR manager falls into
three different areas i.e. staffing, worker compensation and recruitment and selection. HRM is an
integral part of organization that plays a crucial role in managing business operations so that
success can be attained (Batt, 2002). Main role of human resource management is to carry out
best recruitment and selection so that skilled candidates can be selected within the job. It assists
business to obtain desired goals. In the present study, HRM is carried out within service
industries and investigates the role and significance of HRM.
Here, Hilton Hotel Worldwide has been selected in regard to assess the role and
significance of human resource management in order to cater effective products or services to
consumers and attain their satisfaction (Bernthal and Wellins, 2006). Moreover, a HR plan is
prepared in order to analyze the demand and supply of human resources in relation to Hilton
Hotel. Study also aims to understand the employee relations, employment law, recruitment and
selection and training and development within service industries.
TASK 1
1.1 Role and purpose of HRM within Hilton Hotel Stratford
Human resource management can be concerned with the issues of managing people
within firm. Also, organization’s HR department is responsible for different issues faces by
human resources within firm and thus overcome them in order to attain desired results.
Following are the different roles played by HR department within Hilton Hotel such as-
 Recruiting suitable candidates- It can be stated that recruitment and selection is
considered as one of the best role within firm. Therefore, it is essential for Hilton Hotel
management to recruit skilled and potential candidates in regard to carry out the desired
work within firm (Brush, Greene and Hart, 2001).
 Identifying and meeting training needs of staff- Another crucial role of HRM of Hilton
is that they need to identify the training needs of their employees in order to enhance their

skills and capabilities (Combs and et.al., 2006). Providing effective training requirements
helps in fulfilling the needs in order to enhance motivation and attain organizational
success.
 Ensuring worker welfare and positive employee relations- HRM department of Hilton
assesses that they need to ensure that employee welfare has been maintained within firm
in result to satisfy the needs and wants of workers. Also, effective relations have been
developed among employee and employers so that best relationship can be carried out in
the form of attaining growth and success (Docherty and Nyhan, 2012). However,
maintaining effective relations with workers assists them to render best quality services to
hotel guests.
 Ensuring safe and healthy working environment for workers- Another major role of
HRM within hotel is that they need to ensure safe and healthy working environment to be
developed within workplace so that it does not affects the individuals (Gomez-Mejia,
Balkin and Cardy, 2004). For instance, hotel management is required to implement
proper safety and security at workplace by placing safety equipments and tools so that at
the time of emergency employees can overcome them hazard.
On contrary to this, main purpose of HRM is to maximize the productivity of enterprise
through optimizing the effectiveness of its employees. However, it is essential for Hilton Hotel
management to identify the different major areas such as staffing, recruiting and selecting the
employees in order to fulfill the purpose of organization. HR department of Hilton Hotel carries
out effective recruitment and selection process in order to recruit and select skilled candidates
within firm (Luthans, Youssef and Avolio, 2006). Moreover, it is also essential for management
of hotel to provide effective emphasis upon hiring skilled candidates and providing them
required training programs so that they can enhance their skills and capabilities in order to render
quality services to guests. HR department is established within every industry in regard to fulfill
a common purpose i.e. maintaining employee welfare and develop effective relations with them
so that they can sustain for long term within enterprise (Mello, 2014).
1.2 HR plan based on the analysis of supply and demand
Human resource planning (HRP) can be stated as the process through which business
anticipates future requirements in the form of manpower, resources etc. Thus, through

identifying such needs and fulfilling the same will assists in matching the demand and supply in
order to attain equilibrium position. HRP assesses the manpower requirement within Hilton for
the future course of time and thus attempts to provide sufficient human resources required in
order to carry out business operations (Ostrom and et. al., 2002). It is a continuous process that
starts with identification of HR objectives, analyzing the manpower requirements and ends with
the appraisals of HR planning. Following is the main steps involves in HR planning so that
supply and demand of manpower can be identified within Hilton Hotel-
 Assessing human resources- It can be assessed that HRP process starts with assessing
the human resources requirements within firm. The assessment of HR begins with
environmental analysis that involves external and internal factors that influences that
current available HR inventory within firm (Ulrich, 2013). After carrying out the analysis
of internal and external factors it helps the management of Hilton hotel to assess the
strengths and weaknesses of enterprise. Furthermore, it also involves the inventory of
employees and skills already available within the firm.
 Forecasting the demand- HR forecasting assesses the process of estimating the demand
for and supply of HR within organization. Demand forecasting is the process of
determining the future requirements of human resources within Hilton in order to carry
out the business operations (Armstrong and Taylor, 2014). However, future human
resources requirements can be estimated with the help of business’s current HR situation
and thus analyzes the requirements in order to fulfill the objectives.
 Supply forecasting- Furthermore, supply is another factor of human resource assessment
within organization. However, it is concerned with the estimation of supply of human
resources as per the current requirements. It helps Hilton management to estimate the
future sources of workforce requirements so that it can be fulfilled in order to attain
desired goals (Beer, Boselie and Brewster, 2015). It involves internal sources such as
promotion, transfer while external sources include recruitment of fresh talent who are
capable of performing the job.
 Matching demand and supply- It is another step that involves within the process of
HRP. It is concerned with the matching the demand and supply of human resources in
order to reach at equilibrium position. Matching process refers to bring the demand and
supply of human resources at equal state so that success can be attained within Hilton. It

assesses that hotel does not faces issues regarding shortages of manpower as well as over
staffing of employees within enterprise (Bratton and Gold, 2012).
 Action plan- It is the last step in the HRP process that is related to the surplus and
shortages of human resources. Within this, the HR plan is prepared by the management of
Hilton Hotel in order to carry out effective HR practices so that results can be attained.
Here, the major activities that are carried out are recruitment and selection, staffing,
training and development etc. However, such step is followed by the control and
evaluation of performance of HR in order to match the objectives and policies (Holland,
Cooper and Hecker, 2015). Also, HR plan needs to updated according to time so that best
results can be obtained.
TASK 2
2.1 Current state of employment relations for hotel industry
Employee relations can be stated as focused approach that helps in developing an
effective relationship with employees. It also assists employees to collaborate on typical
managerial tasks with their workers and thus attain desired objectives. Workers are considered an
crucial part of business. There is no business which can run successfully without skilled
employees. But it is essential for organization to maintain effective communication and work
with others in order to get their jobs done (Jiang and et. al., 2012). Hilton Hotel is required to
manage good relationship with every employee so that they can keep the business functioning
smoothly. It also assists in overcoming problems and performing the tasks effectively. Employee
relations within Hilton hotel refers to the state at the time when company’s efforts needed to
manage relationships between employees and employers. However, an organization with good
skilled employees helps in developing long term relationships. Hotel is required to launch
effective employee programs which provides fair and consistent treatment to all the employees
so that they will be committed towards firm and carry out their job with loyalty (Sheldon, Sun
and Sanders, 2014).
Furthermore, employee relations program are typically an crucial part of HR strategy
which is designed in order to make sure that most effective use of people to accomplish
organization’s mission. Hilton focuses upon effective employee relations programs which

focuses upon different issues that affects employees such as pay and benefits, work life balance
and safe workplace environment. Moreover, one of the best effectual ways of Hilton to ensure
good employee relations is to adopt a HR strategy which places a high value upon employees as
stakeholders in the organization (Storey, 2014). For instance, if employees are treated and valued
more as laborers then they will feel more powerful tpo affect the results of firm. Following are
the different elements of good employee relations such as-
 Communication- It is one of the crucial elements of employee relationship. Here, Hilton
is required to engage their employees with the business operations and inform them about
the working practices of firm (Kaufman, 2015). It is essential for hotel management to
inform employees regarding the latest developments through notices, e-mail, regular
meetings, newsletter, employee portals etc.
 Employee recognition- Further, it is another effective employee relation which assists in
enhancing individual morale so that they can perform organizational goals effectively. It
is essential for Hilton to carry out effective employee performance reviews and provide
opportunities for individual recognition to achieve objectives (Brewster, Brookes and
Gollan, 2015). Workers will be more engaged if they feel like that they are recognized
within firm for their efforts and hard work and thus effectively contribute towards
business success.
 Effective workplace environment- It is also essential for business to maintain effective
employee relations by providing them effective workplace environment so that they can
enhance their working practices within firm. Hilton is required to develop best workplace
environment so that employees can feel motivated and achieve business targets (Nayab.
2015).
2.2 Employment law affects the management of human resources for Hilton Hotel
In the context of employment, there are different laws and regulations which need to be
taken into account of firm. It involves different legal and regulatory framework in order to assists
in maintaining the sound relationship between employee and employer (Hakala, 2008). There are
different issues related with the employment law that affects the human resources of Hilton hotel
such as-

 Equal pay act 1970- It states that Hilton hotel management should not discriminate
among their employees in terms of salary. Thus, there should be no biasness which needs
to be done while making the payment to the employees in accordance to their
performance (López-Cotarelo, 2011). Thus, it has greater impact upon HR management
as they feel encouraged to work when equal pay is provided to them.
 Employment act 1996- This act helps in providing the detailed information regarding the
employment at the time of recruitment and selection process of candidates. It is essential
for Hilton hotel to carry out such act in order to maintain effective and healthy
relationship with employees. Thus, it has greater impact upon enhancing the morale of
workers and thus improve their efficiency in order to carry out desired operations (Batt,
2002). This law helps in protecting the right of employees and thus they can claim for
any act that been taken by the employer hampering their right.
 National minimum wage rate act 1998- It is another legal and regulatory framework
that helps in providing minimum wages to employees as per the hourly basis. Thus, it
results in reducing the exploitation of the workers at Hilton hotel.
 Disability discrimination act 2005- Hilton hotel executes such act within their
employment law as they doesn’t require to discriminate among disabled individuals at the
time of recruitment. It is essential for HR manager to identify the skilled candidates at the
time of recruitment and selection so that best results can be attained (Bernthal and
Wellins, 2006).
 Equality act 2010- It is essential for Hilton management to offer equal opportunities to
every employee without discriminating them so that best results can be carried out.
Individuals should not be discriminated on any basis such as age, gender, race, color etc.
 Health and safety act 1974- Within such act of employment law it is essential for Hilton
hotel management to provide best effective workplace environment to their employees
and thus ensure proper safety to them in order to attain desired goals. For instance, if
anything happens to employees at the workplace during working hours then firm is liable
for the same (Combs and et.al., 2006).

TASK 3
3.1 Job description and person specification for receptionist job
Following is the job description and person specification for the receptionist job that is
discussed underneath-
Job description
Job title Receptionist job
Reports to Front office manager of Hilton Hotel
Location London, UK
Office hours In shift 9 am to 6 pm and 6 pm to 9 am
Job Purpose Main purpose of hotel receptionist is to enhance interaction with the
customers and solve their issues so that customer loyalty can be
attained.
Roles and responsibilities  Meeting and greeting with clients.
 Handling the booking of clients.
 Arranging couriers and delivering it to the guests room.
 Providing them information regarding different in-house
services such as restaurant, span and saloon, club
facilities, gym etc.
 To handle customer complaints and solve their issues
(Gomez-Mejia, Balkin and Cardy, 2004).
 To provide required information and services 24*7.
 Providing best deals and offers to customers in order to
retain them for long term.
 Connecting the phone calls to the guests room.
 Provide proper room cleaning services (Luthans,
Youssef and Avolio, 2006).
Job description Receptionist possess effective role within hotel and they have the
responsibility for maintaining effective relationship with clients and
supervising the front office area.
Requirements As per the requirements of Hilton hotel the candidate should have the

associate degree of minimum two years in hotel management front
office staff from recognized college (Mello, 2014). It should cover
areas like record management, document processing and entering the
in and out of guests.
 Proven working experience within similar roles.
 Efficient in MS office.
 Professional looking
 Effective communication skills to handle customer
enquiry
 Able to deal with different issues that may arise within
hotel.
 Multi tasking, prioritizing the work etc.
Salary As per industry standards
Person specification
Educational qualification  Masters degree in hotel management
 Computer literacy
 Training in front office department
Age 24-30 years
Skills an d abilities  Communication skills
 Telephonic conversation
 MS office suite
 Customer focused approach
 Listening skills
Work experience Minimum 3 years experience in any reputed hotel within front office
department.
3.2 Comparing selection process of different service industries businesses
In this regard, recruitment and selection process at Hilton hotel is compared with that of
airline industry i.e. Easy Jet airlines. Within Hilton hotel external recruitment is done which

involves e-mails, telephone, employee portals, telephone and walk-in interview etc. Moreover,
job description and person specification is determined by the firm and on the basis of this,
selection of candidates is done (Ulrich, 2013). Here, top management of Hilton filters the
candidates on the basis of their skills and capabilities and thus hires them for working within the
firm. After, carrying out the filtration of skilled people from unskilled one’s HR management
calls the candidates for final interview round. Following is the process undertaken by the HR
department of Hilton Hotel in order to select and recruit skilled candidates-
 Recognizing vacancy- It is the first step, in which Hilton’s HR manager is required to
identify the vacant post in the organization. Company undertakes different methods such
as newspapers, internet, employee portals etc. in order to select the candidates
(Armstrong and Taylor, 2014).
 Description of position- Description of position is crucial for the successful completion
of the recruitment process. Within Hilton Hotel it is done through providing the
information about the job description and also conducting interview.
 Developing recruitment plan- HR manager of Hilton is required to develop a effective
recruitment plan so that best skilled candidates can be selected. Main reason behind this
is developing the plan in order to find skilled candidates (Luthans, Youssef and Avolio,
2006).
 Position description- In this step, manager of firm is required to implement a position
plan so that they can select best and capable individuals so that they can be positioned at
their respective places in order to carry out the desired tasks.
 Reviewing the plan- Here, Hilton management is required to review the plan in
accordance to their performance and thus match with the educational qualification.
 Interview- It is the second last step of recruitment and selection process in which
managers of Hilton hotel are interviewed by the HR managers for attaining personalized
information (Ostrom and et. al., 2002).
 Selection and finalization of candidates- It is the last step of recruitment and selection
process and thus HR manager of Hilton interviews the candidates on the basis of their
skills and thus recruit the candidates to perform the operations (Bratton and Gold, 2012).

On the other hand, recruitment and selection process undertaken by Easy Jet is more complex
process for the same. In this recruitment and selection is done internally as well as externally so
that skilled candidates can be selected. Also, firm has tie up with different job portals and also it
accepts CV of candidates through different employee portals and social media websites. After
this, preliminary interview is conducted by the HR manager in order to obtain basic information
regarding the applicants. Later, written test is conducted by asking the questions related to
logical reasoning, aptitude and other related tests (Holland, Cooper and Hecker, 2015). It helps in
filtering out skilled candidates so that final interview can be conducted. Thus, final selection of
candidates is done mainly through internal and external recruitment process within company.
TASK 4
In PPT
CONCLUSION
It can be concluded from the study that HRM play a significant role within service
industries so that quality products or services can be delivered to consumers. Role and purpose of
human resource management within Hilton Hotel helps in managing the individuals and states
that how strategically they help in managing people as business resources. It involves managing,
recruiting, and hiring employees within firm. Furthermore, it also assessed that carrying out
effective HR plan by the Hilton Hotel managers assists in identifying the supply and demand of
human resources within firm. For instance, candidates applying for the particular job will be
compared with the candidates hired for the post. Also, effective recruitment and selection
process has been adopted by using job description and person specification so that receptionist
can be hired for the vacant post. At the end, report evaluates the different recruitment and
selection process adopted by different service industries such as Hilton and Marriott. It identifies
that Marriott uses dynamic selection process as compared to Hilton in which it provides online
interview options which helps them to save lot of time and cost to the company.

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