Hilton Hotels: MAN606 HRM Portfolio - Staffing the Organisation

This portfolio provides a comprehensive analysis of the staffing function within an organization, specifically focusing on Hilton Hotels & Resorts. It covers key aspects such as business analysis to identify recruitment needs, including planned, anticipated, and unexpected requirements. The portfolio includes a detailed job description and job specification for a Front Office Manager position, outlining duties, work arrangements, essential qualifications, and desirable attributes. It also features an applicant evaluation form with selection criteria and interview questions designed to assess candidates effectively. Furthermore, the document includes a sample job offer and discusses the benefits and conditions of employment at Hilton, emphasizing the importance of HRM in achieving organizational goals and maintaining a competitive edge through effective recruitment and employee management. Desklib provides students access to this and many other solved assignments.

STAFFING THE
ORGANISATION FUNCTION

Contents
INTRODUCTION................................................................................................................................................................................................................3
MAIN BODY.........................................................................................................................................................................................................................3
Business analysis – identifying recruitment needs.............................................................................................................................................................3
Job Description...................................................................................................................................................................................................................4
Job Specification.................................................................................................................................................................................................................6
Work Experience....................................................................................................................................................................................................................6
Can you give an example of a time you successfully dealt with an unsatisfied client?.................................................................................................8
Applicant Evaluation Form................................................................................................................................................................................................9
CONCLUSION...................................................................................................................................................................................................................11
REFERENCES...................................................................................................................................................................................................................12

INTRODUCTION
Human resource management(HRM) is a special department in an organisation which recruit, hire, deploy and manage the employees of the
company. The main function of HRM department is to manage the employee's present in an organisation in a effective way that can help the company
to achieve their goals and mission. It plays an essential role of maintaining and rising up the health of business. Professional HR graduates are needed
to run HRM department, and they are responsible for the day-to-day performance of the function related to HRM department. They are present in an
organisation to build the proper employee relationship between their co workers and the administration(Al-Swidi,., Gelaidan, and Saleh, ., 2021. )
. In context to Hilton hotels and resort, the HRM department is completely focused on hiring those employees who are totally suitable for the present
job requirement. They should recruit those people which are highly motivated to give their contribution in their business operations.
MAIN BODY
Business analysis – identifying recruitment needs.
Hilton hotels and resort is a chain of hotel's established in UK and US. It has more than 2,16,000 room situated in different 584 hotels which are
present all around the world. The company operates their business in various locations such as city centres, suburbs and airports where they try to
attract and catch more new customers which are travelled from different part of the world. The company differentiates their services on the basis of
quality, keeping up the highest level of regulation and segregating IT system of rules into various sector of their organisation. The main origin of
Hilton competitive advantages is that they have adopted digital hospitality process. Recruitment is the method involved with scanning the contender for
business and animating them to go after positions in the association. The staffing and choice is the significant capacity of the human asset division, and
enlistment process is the initial move towards making the cutthroat strength and the competitive edge for the associations. Enrolment process includes
an efficient method from obtaining the possibility to orchestrating and directing the meetings and requires numerous assets and time.
Recruitment needs are of three type that are as follow-
 Planned- the requirements emerging from changes in association and retirement strategy.
 Anticipated- Anticipated needs are those movements in personnel, which an organization can predict by studying trends in internal and
external environment.
 Unexpected- Acquiescence, passings, mishaps, ailment lead to unforeseen requirements.

Job Description
Position Title: Front office manager. Position Number: 4
Prepared by: General manager Date: 2/04/2022
Classification/Grade: Top level manager. Section/Dept: Check-in and check-out
department.
Reporting to: Administration office. Responsible for: Hiring and training staff
and managing the time schedule of
employees.
Salary Range: 879.06 AUD /per month. Hours: 48 hours
Award/Agreement: Full time job. Location: Hilton Sydney, 488 George
street, Sydney, Australia.
Summary Statement
An individual who have the social control of making supervisory decisions regarding the front desk/reception of a hotel or hospitality
constitution. They are the one who have to handle the feedback given by the customers. They have to ensure that the customer have wonderful
mental object while checking in a hotel. (Baran, Filipkowski, and Stockwell, ., 2019)
Duties
 They have to maintain a healthy or good working relationship and should communicate with each department of an organization.
 Verifies that faithful room status data is well-kept and decently transmit.
 They have to deal client complaints and particular message.

Work arrangements
 They have to make a decision regarding for the betterment of the company future growth and success.
 They have to closely follow the rules and regulations develop by the higher authorities of an organization.
 Front office manager should make a proper time arrangements for their employee's
Special working conditions
 An individual should have the high patience level specially when there is urgency in the working of the company
 Employment conditions
 The worker should have the ability to work with medical care and keep all the safety measures that can be helpful in some of the situations.
Equipment used and materials handled (consider OHS)
 Cash register- is a mechanical or electronic gadget for enrolling and working out exchanges. It is typically connected to a cabinet for putting
away money and different resources. The sales register is likewise normally joined to a printer, that can print out receipts for record keeping
purposes.
 Computers- PCs are the best development of the humanity. It is one of the most important gadget in front office work force department. It
helps in composing of sends, printing receipts ,letters, riding net. It additionally makes a difference in putting away data with respect to
visitor. (Bouaziz, and Hachicha, , 2018)
Benefits (depends on organisation and job seniority)
 The front office manager will attend all the calls and guide all the visitors that are walking in.
Providing the service of giving message of the visitor to their known's who are working to meet them.

Job Specification
Position Title: Front office
manager
Position Number: 4
Prepared by: General manager Date: 2/04/2022
Classification/Grade: Top level
manager.
Section/Dept: Front desk
Reporting to: Administration
office.
Responsible for: Hiring and
training staff and managing the
time schedule of employees.
Salary Range: 879.06 AUD /per
month.
Hours: 48 hours
Award/Agreement: Full time job Location: Hilton Sydney, 488
George street, Sydney, Australia.
Summary Statement
An individual who have the social control of making supervisory decisions regarding the front
desk/reception of a hotel or hospitality constitution. They are the one who have to handle the
feedback given by the customers. They have to ensure that the customer have wonderful mental
object while checking in a hotel.
Qualifications
Essential
 The typical requirement is a relevant bachelors degree course.
 High school diploma or GED equivalent. (Koirala, . and Acharya, , 2020)
Desirable.
 Post graduation in management of bachelors administration(MBA)
 Special certification courses and high knowledge of top line organizational skills. (Curado,, 2018)
Work Experience
Essential
 A minimum of 2-3 years of experience as a front desk manager or similar
 Experience with scheduling, budgeting and payroll
Desirable

 Excellent written and verbal communication skills.
 Advanced knowledge about the role of FOM.
Personal Attributes
Essential
 Friendly attitude At the front work area, it is essential to have an individual who is really
agreeable not somebody with a phony grin. Customer can detect that far in advance. Rather, an
organisation need somebody who is valid and welcomes patients who come to their hotel with
a charming demeanor. Front office staff can't permit individual inconveniences to torment
them. They must have the option to keep their hidden life private and not let any private
dramatization influence the manner in which they treat customer. (Macke, . and Genari, , 2019)
 Multi tasking ability- The ideal front work area individual should likewise be an incredible
multitasker. There will be days where telephones are ringing, numerous clients need
consideration, and a laborer from the back needs a significant snippet of data. Focusing on and
dealing with the requests of this multitude of individuals is frequently baffling and
overpowering. Nonetheless, they all should be dealt with in an effective way. Somebody who
can shuffle a modest bunch of assignments, while keeping quiet (and cheerful), is the best
individual for this role. (Gigauri, ., 2020)
Desirable
 Discretion- Being on the forefront of the front office implies being the first and last face the
client sees-and the face client see the whole time they are in the lounge area. Continuously
under full concentrations eyes, front work area staff see a greater amount of the lodging and
staff than somebody understand and hear more than they suspect. They should be aware of
their disposition, manner of speaking, and the discussions they have with other staff
individuas.
 Team Player- the front work area official is the quiet guide of the train. While many individuals
presumably think the head supervisor is managing everything, the individual in this job can add to
the achievement or disappointment of the particular lodging. By planning and adding to customes
care, the front office staff can make staff aware of fundamentally sick and harmed patients that
require prompt consideration. They can advance great wellbeing rehearses by empowering the
utilization of covers and hand sanitizer. They can further develop showcasing endeavors by it being
proposed to make patients aware of new administrations

Hilton hotel and resort
Applicant name: Interview date:
Position: Manager Time:
Location/department: Front
desk
Panel members:
Selection Criteria Questions Question
Type
Work experience
Can you give an example of a
time you successfully dealt with
an unsatisfied client?
Open,
closed,
target,
hypothetical
Skills and abilities What quality makes you
fit for this job?
Target
Skills How can you handle the
client complaint through
relevant skill?
hypothetical
How you would handle a
situation where you have
one client on phone and
another in physical
presence?
Hypothetical
Knowledge What are the methods or
strategies you will use for
he daily schedule in
organization to achieve
the set goals?
closed
How will you treat a new open

client ?

Selection Criteria Ess/
Des
Measure Weighting
(1-5)
Score Guide
(1-5)
Score Total Comments
Skills and abilities essential CV 5- Really
important
5 = high
Knowledge essential Interview 4- It is also
important
3- average
Experience Desirabl
e
Scholarshi
p
certificates
3 3- experience
more than 2 year
Qualification essential CV 1 2-average
Work related experience Desirabl
e
Offer letter 2 4-High
Applicant Evaluation Form
(HR officer to complete post screening and interview)
Position: Manager Department: Front desk Date: (leave blank)
Applicant name: (leave blank) Interview Number: (leave blank) Time: (leave blank)
Interviewer: (leave blank) Your position: (leave blank)
Comments: Employable: Yes/No Ranking: Job offer conditions:
Signed: Date: Is a minority report submitted?
Yes/No

Front office manager
Hilton Sydney, 488 George street, Sydney, Australia.
Organisation: Hilton hotel and resorts participates in Hilton honors, Hilton’s
Guest loyalty honor. Associate who book Hilton from official website or channels they receive exclusive discounts and amenities such as free wifi,
digital check-in , keyless entry , and the ability to use a mobile app to choose specific rooms. It is one of the biggest hotel chain present in the
world. They provide luxurious facilities to their customers in a very cheap rate that attract new customers towards them, that leads in their future
growth and success of their business.
Summary Statement: An individual should have the social control of making supervisory decisions regarding the front desk/reception of a hotel or
hospitality constitution. They are the one who have to handle the feedback given by the customers. They have to ensure that the customer have
wonderful mental object while checking in a hotel.
Essential Requirements: Least two-year advanced education. Should have the option to peruse, talk, compose, and comprehend the essential language
utilized in the working environment.
Desirable Requirements: Least one year of lodging front work area administrative experience, experience taking care of money, bookkeeping
techniques, and general managerial undertakings.
Contact: NAME- abcd
CONTACT-0000001011

POSITION- general manager.
Benefits/Wages and Conditions: Appraisal after 3 months of work. Sick leaves. Insurance policies, health benefits, bonus, incentives according to the
work performed in the business operation.
Closing Date: 15/06/2022
Application: An individual can apply for this post by dropping a mail on administration or HR email id. They have to submit all the above mentioned
requirements in their mail .
Address:(of the Organisation and contact details. Can include direct link for applications).
Policy Details: (EEO, any other applicable policies)
CONCLUSION
From the above report it has been concluded that HRM depart is one of the most require department which is a part of a hotel. Hilton is one of the
biggest hotel supply chain that is situated in various region all around the world. Later on the complete ananlysis of Hilton hotel and resort business
operations is been included in this report. Some of the needs , importance and procedure of recruitment is summarized briefly. The nature of business
and employees is been discussed in this present report. Their are special need or conditions such as work overload, multiple conversation on single
time can frustrate the front office manager. After this a complete job description that includes job title, location, explaining their purpose and approach
is been added in this report. Than a job specification on Front office manager(FOM) is been included in this report. Various elements such as