Analysis of Recruitment and Selection Methods at Hotel Hilton, UK

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HUMAN RESOURCE
MANAGEMENT
TASK 3

TABLE OF CONTENTS
Task 3.........................................................................................................................................1
Hotel Hilton, UK....................................................................................................................1
Vacancies in Hotel Hilton......................................................................................................1
Job specification and person specification.............................................................................2
Methods of selection and recruitment....................................................................................5
References..................................................................................................................................1

LIST OF FIGURES
Figure 1: Hotel Hilton, UK........................................................................................................1

LIST OF TABLES
Table 1: Job specification for receptionist.................................................................................2
Table 2: Person specification of receptionist.............................................................................3
Table 3: Job specification for Assistant Human resource officer..............................................4
Table 4: Person specification of Assistant HR officer...............................................................4

Task 3
Hotel Hilton, UK
Hotel Hilton is a Multinational hospitality organisation that manages various activities of
customer service such as restaurant, conveyance, and lodging and tourism facilities. It
manages various brands of hotels and resorts under its name (About Hotel Hilton, 2019). The
human resource of the organisation is recruited through an effective process of selection and
recruitment. They are skilled and efficient in delivering valuable service to the customers.
Hilton has been ranked as one of the happiest customer serving organisations in the UK. It
supports in maintaining an effective work-life balance for the employees and developing a
culture that supports personal and professional development. The hotel is aiming at
continuous expansion and growth through various modes of franchising and mergers so that
an effective brand name can be developed.
Figure 1: Hotel Hilton, UK
(Source: hotelhilton.com, 2019)
Vacancies in Hotel Hilton
The hotel is currently facing a shortage of human resource in the post of Assistant Human
resource manager and receptionist in the organisation. Proper filling of vacancies is the main
duty of the HR manager so that the customers can be satisfied with effective delivery of
services (Boella, 2017). The role of a receptionist is to work for the guests on behalf of the
whole team delivery solutions to their queries and communicating effectively in a presentable
manner. The HR manager is looking forward to recruiting an able receptionist for the hotel
that can provide related services and ensure growth of customers and long term relations.

On the other hand, the Assistant HR officer is responsible for delivering effective services of
managing employee relations to the management team and the HR manager so that the
experience of staff with the organisation can be enhanced. They also create a positive work
environment by managing conflicts in a confidential manner so that the roles of others are not
disturbed. These vacancies in the hotel need to fill through proper methods of selection and
recruitment to ensure fast track delivery of services (Nieves and Quintana, 2018).
The Human resource department of Hilton performs various roles and responsibilities as
discussed above so that the vacancies in the organisation can be filled and the planned goals
can be achieved. Also, to ensure proper monitoring of activities of staff through feedback
collection from both employees and customers of the organisation is the role of HRM
department.
Job specification and person specification
The process of recruitment and selection requires proper analysis of job and needs in the
organisation so that proper candidates are called up for joining. The Job analysis approach
involves planning the job specification and person specification to understand the areas of
skill proficiency required by the candidate. Currently, Hotel Hilton is in the process of hiring
a receptionist and Assistant human resource officer in the organisation for filling up the
vacant positions within organisation.
Table 1: Job specification for a receptionist
Organisation name: Hotel Hilton
Job profile: Receptionist
Location: London, the UK
Salary: By skill and qualification
Profile description:
To demonstrate efficient hospitality services to the guests through
effective communication and meet the standards as laid down by the
organisation.
Required skills To be well aware of the various legislations and offers prevailing in the
organisation and effectively communicating with the guests to deliver

the best services (Ahmad and Sattar, 2018).
How the candidate can apply for this job: The interested candidates for the post of receptionist can
apply in the organisation through filling up of query form, then drop a mail with CV attached and wait for
further call so that the process of group discussion and interview can be attended.
Contact No. Available on website
HR manager of Hotel Hilton.
Table 2: Person specification of receptionist
Hotel Hilton of the UK
Job profile or position: Receptionist
Department: Customer Service
Experience Required:
Having an experience of one or more in any hospitality organisation serving
customers. Freshers with effective skills can also apply.
Qualification expected:
 Diploma in the course of hospitality management and effectiveness in
English speaking
 Training courses to enhance ability of customer service
 No criminal record (Syahputra et.al, 2016)
 Willingness to work in any shift of the day
 Ability to understand the gestures and needs of guests
Expected skills and
abilities:
 To be humble and patient while dealing with guests
 Be interactive and supportive to customers in a polite manner
 Presentable behaviour and critical thinking
 To show respect when dealing with various clients from diverse culture.
 To adapt the recent trend and be punctual in their reporting to
organisation
 Having flexible working behaviour so that the times of pressure can be
handled.

An assistant human resource officer is a coordinator of an organisation that assists the HR
director to accomplish the determined goals effectively so that the strategic objectives can be
achieved (Vencatachellum and Dusoye, 2014).
Table 3: Job specification for Assistant Human resource officer
Organisation name: Hotel Hilton
Job profile: Assistant human resource officer
Location: London, the UK
Salary: $38,399 - $55,839 per annum
Profile description:
To demonstrate efficient hospitality services to the guests through
effective communication and meet the standards as laid down by the
organisation.
Required skills
To be well aware of the various legislations and offers prevailing in the
organisation and effectively communicating with the guests to deliver
the best services.
How the candidate can apply for this job: The interested candidates for the post of receptionist can
apply in the organisation through filling up of query form, then drop a mail with CV attached and wait for
further call so that the process of group discussion and interview can be attended (About Job description
of Assistant HR officer, 2019).
Contact No. Available on website
Assistant HR manager of Hotel Hilton.
Table 4: Person specification of Assistant HR officer
Hotel Hilton of the UK
Job profile or position: Assistant HR officer
Department: Human resource department

Experience Required:
Having an experience of interning with any of the organisations for any period.
As such no previous experience is required.
Qualification expected:
 Must be able to operate basic computer software and be literate in the
same
 Training about handling a team and motivation.
 No criminal record
 Well known about the various employment laws and legislation.
 Graduation in any discipline of management program
Expected skills and
abilities:
 Effective leadership skills and team working ability
 To be able to implement and comply with various health and safety acts.
 Ability to handle professional pressure in an effective manner
 Ability to motivate group when in a high workload situation
 Knows about adapting to new techniques and environment easily and
implementing the same in the organisation (Pougnet and Martin-Rios,
2016).
Methods of selection and recruitment
There are various methods of selection and recruitment adopted by organisations to recruit
most skilled and efficient candidates that suit the requirement of the vacancy. A similar
method of selection and recruitment is adopted for the posts of both Assistant HR officer and
receptionist at Hotel Hilton. The selection process is as follows:
Online application:
The hotel Hilton places a vacancy advertisement on the website and social sites with a link to
the application form. The potential candidates can go to the website and apply by filling the
various requirements and questions and then submitting back the application (Ladkin and
Buhalis, 2016).
Scrutiny and call:

The application forms are analysed, and the most deserving and efficient candidates that
qualify the job requirements are called for a further process of selection that includes group
discussion, interview and training.
Online psychometric test:
The selected candidates have to pass an online conducted psychometric test that involves
various questions related to reasoning, English, basic mathematics and general awareness.
The candidates that qualify this examination are called for further process of assessment.
Group discussion and personal interview:
The candidates are given a practical scenario in group discussion or role play to behave as if
they are on the job role so that the mentors can observe various skills and efficiencies of the
candidates. Group discussion relates to being provided with a common topic for discussion so
that the judge gets to know about the level of knowledge.
Personal interview refers to the process of face to face communication with the candidates so
that essential points like salary, hours of work, flexibility and holidays can be discussed. The
interviewers observe various points such as communication skill, presentation, and aptitude
towards work.
Training and development:
The hired candidates are sent for training activities so that their skills are groomed up and
their ability to perform roles and responsibilities enhanced. Training and development are an
effective source of motivation for the employees as it leads to both personal and professional
development thus creating a positive atmosphere at workplace (King and So, 2015).
The HRM department at Hilton is responsible for conducting the above-discussed method of
selection and recruitment as selection of efficient candidates will result in achievement of
goals and objectives. The candidates support in contributing innovatively to the success of
organisation and enhancing customer service. The Hilton hotel promotes its vacancies
through proper methods of advertisement and social media so that efficient candidates are
selected. The proper planning of HR strategies supports in achievement of organisational
objective.

References
Books and Journal
 Ahmad, M. and Sattar, A., 2018. Factors influencing Customer Satisfaction in Hotel
Industry: A Case of Pakistan.
 Boella, M., 2017. Human resource management in the hotel and catering industry.
Routledge.
 King, C. and So, K.K.F., 2015. Enhancing hotel employees’ brand understanding and
brand-building behavior in China. Journal of Hospitality & Tourism Research, 39(4),
pp.492-516.
 Ladkin, A. and Buhalis, D., 2016. Online and social media recruitment: Hospitality
employer and prospective employee considerations. International Journal of
Contemporary Hospitality Management, 28(2), pp.327-345.
 Nieves, J. and Quintana, A., 2018. Human resource practices and innovation in the
hotel industry: The mediating role of human capital. Tourism and Hospitality
Research, 18(1), pp.72-83.
 Pougnet, S. and Martin-Rios, C., 2016. Improving hotel starlac's human resources
and talent management system. SAGE Publications: SAGE Business Cases Originals.
 Syahputra, M.H.I., Mardji, Sudjimat, D.A. and Agoessalim, S.R., 2016, October.
Hotel system learning for SMK students of hospitality accommodation study
program. In AIP Conference Proceedings (Vol. 1778, No. 1, p. 030056). AIP
Publishing.
 VENCATACHELLUM, M.I. and DUSOYE, M.I., 2014. Human Resource
Development strategies as advocates of customer service quality: a study in the
Mauritian hotel sector. 25–27 June 2014, Le Meridien Hotel ISSN 169412225 Edited
by Robin Nunkoo, Boopen Seetanah & Raja, p.984.
Online
 About Hotel Hilton, 2019 [Online] [Assessed through] <
https://www3.hilton.com/en_US/hi/search/findhotels/results.htm?view=LIST/>,
[Assessed on 6th Feb, 2019]

 About Job description of Assistant HR officer, 2019 [Online] [Assessed through] <
http://jobs.hilton.com/staging/job/Assistant-Human-Resources-manager/
J3P03L79DYQTJ2QLDGD/>, [Assessed on 6th Feb, 2019]