Recruitment and Selection Practices at Hotel Hilton: A Case Study

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RECRUITMENT AND SELECTION: A CASE STUDY OF HOTEL HILTON
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RECRUITMENT AND SELECTION: A CASE STUDY OF HOTEL HILTON
Table of Contents
Chapter 1: Introduction....................................................................................................................4
1.1 Research Background............................................................................................................4
1.2 Research Rationale................................................................................................................4
1.3 Research Aim.........................................................................................................................5
1.4 Research Objectives...............................................................................................................5
1.5 Research Questions................................................................................................................5
Chapter 2: Literature Review-.........................................................................................................6
2.1Existing policies of recruitment and selection in hospitality industry....................................6
2.2 Relation between staff performance and policies of recruitment selection...........................7
2.3 Parameters of staff performance in the hospitality industry..................................................9
Chapter 3: Research Methodology................................................................................................11
3.1 Research Philosophy............................................................................................................11
3.2 Research Approach..............................................................................................................11
3.3 Research Design..................................................................................................................11
3.4 Data Collection....................................................................................................................11
3.5 Sampling..............................................................................................................................12
3.6 Time Table...........................................................................................................................12
3.7 Expected Outcomes.............................................................................................................14
Chapter 4: Finding and Analysis...................................................................................................15
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RECRUITMENT AND SELECTION: A CASE STUDY OF HOTEL HILTON
4.1 Quantitative Method............................................................................................................15
4.2 Qualitative method...............................................................................................................23
4.3 Discussion............................................................................................................................25
4.3.1 Discussion of Quantitative Method..................................................................................25
4.3.2 Discussion on a qualitative method..................................................................................26
4.3.3Discussion of secondary research......................................................................................27
Chapter 5: Critical Appraisal and Recommendations...................................................................28
5.1Alternative methodology..........................................................................................................28
5.2Linking with objective..............................................................................................................28
5.3 Future scope.............................................................................................................................29
5.4 Reccomendation..................................................................................................................29
Chapter 6: Conclusion...................................................................................................................30
References......................................................................................................................................31
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RECRUITMENT AND SELECTION: A CASE STUDY OF HOTEL HILTON
Chapter 1: Introduction
1.1 Research Background
In the realm of modern business, the importance of recruitment and selection is immense due to
the fact that the process helps to bring new employees within the organisation based on their
skills and competencies. The human resource department for any organisation is responsible for
the recruitment and selection process and they are able to recruit the employees based on their
skills and level of competences such as their educational qualification, soft and hard skills, and
many more attributes. In the context of hospitality industry, the importance of the recruitment
and selection process is immense as it helps to employ capable people within the organisation to
benefit in a number of ways. Hotel Hilton is a UK based hospitality industry, which is not only
famous on a global scale, but also critically acclaimed and renowned due to its 5 star quality
services (HotelHilton, 2019).
1.2 Research Rationale
Employees form a major and important part of the stakeholders in Hotel Hilton due to which the
business operations of the organisation are able to run smoothly. The employees are trained and
developed in Hotel Hilton in such a manner that it would help to boost the performance of the
company. As such, employee recruitment is a major part of the company, which helps the
organisation to employ new potential candidates to help contribute to their business operations,
their revenue generation, profitability and sustainability. The following research study would
explore the process of recruitment and selection within Hotel Hilton and understand the role of
Human Resource in this process.
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RECRUITMENT AND SELECTION: A CASE STUDY OF HOTEL HILTON
1.3 Research Aim
The research study aims to design special tools for the business organisations for the process of
recruitment and selection within Hotel Hilton. The research study also aims to explore the
critical and social context in recruitment and selection process where it takes place.
1.4 Research Objectives
The objectives of the research study are:
 To assess the existing policy of recruitment and selection in Hilton Hotel London
 To examine the policy of recruitment and selection based on staff performance
 To evaluate the parameters of staff performance in the hospitality industry
1.5 Research Questions
The research questions for the research study are:
 What are the existing policy of recruitment and selection in Hilton Hotel London?
 What is the relation between policy of recruitment and selection and staff performance?
 What are the parameters of staff performance in the hospitality industry?
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RECRUITMENT AND SELECTION: A CASE STUDY OF HOTEL HILTON
Chapter 2: Literature Review-
2.1Existing policies of recruitment and selection in hospitality industry
The recruitment process of suitable and efficient staff is an integral part of the hospitality
industry. As opined by Ariza-Montes et al.,(2017), the first stage of the contract made in between
the organisation and the applicants is the selection and recruitment process. The process of
recruitment and selection is a planned as well as rational activity. It is composed of sequentially
connected phases with a process for resourcing employees. A company should always provide a
proper job description while they are recruiting employees. They should be clearly stating their
requirements like the age, qualifications, talents and many more. If the company does not
provide a clear requirement brief, they may end up meeting unnecessary people that will waste
time of both the parties.
There are basically two types of recruitment that takes place in the hospitality industry. They are
internal and external. The internal type of recruitment is when a person is recruited for some
post from within the organisation. The advantage of this is the organisation already knows the
skills of the existing employees and can thereby decide the capability of them as per the jo
requirements. External recruitment is when an organisation hires new candidates and employees
for the organisation. It consumes more time to find the efficient people for the job. As per the
words of Ladkin and Buhalis (2016), there are various recruitment associations from where
hotels acquire candidate for job such as college placements, employment exchanges and many
more.
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RECRUITMENT AND SELECTION: A CASE STUDY OF HOTEL HILTON
In the hotels of UK, there are various procedures and policies while recruiting an employee in
the hospitality industry, more specifically in the hotel sector. First of all a number of employees
are short-listed from the many who had applied for the job. The employees are shortlisted based
on their CV and how appropriate the CV is as per the requirements of the company. The
shortlisted candidates are further called for a personal interview with the heads of the
departments and the company. Here the employee is asked various questions by the department
heads. Lastly, the organisation runs a background check for the selected candidate. This is for the
safety measures of the hotel. Background checks are important for the organisation to conduct as
many a time the employees have to deal with a lot of personal and highly secured information
about the clients that need to be very confidential. After the candidates get through the
background check, they have to go through a brief training session. In this training session
organised by the company, the staff are trained about the various technicalities of the company.
They are taught the various ways of working efficiently and educated about the different policies
of the organisation that should be followed strictly (Torres and Mejia, 2017). These policies may
include aspects like diversity in the workplace, egalitarian policies and many more. The new
recruits should strictly abide by these policies. Lastly, the candidate is taken for a site visit of the
hotel they will work in.
2.2 Relation between staff performance and policies of recruitment selection
In the words of Al-Balushi, (2018), one of the major components in which the business operation
is the hospitality is dependant is the staff performance. It is seen that if the recruitment policy of
the organisation in the hospitality industry is dependent on the performance in an effective and
efficient manner. In the case of the hospitality industry, the experience and communication skills
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RECRUITMENT AND SELECTION: A CASE STUDY OF HOTEL HILTON
are the major important thing that is considered in the recruitment policy of the organisation in
the hospitality sector. In the opinion of the El-Fattah (2018), there is a deep relation between the
recruitment policy of the hotels and staff performance. The staff performance evaluation is done
by the appraisal system that involves the examination of the overall performance of the
employees that involves people skills and management skill in an appropriate manner.
On the contrary, it is argued by Francis, and Baum (2018), that the staff selection and
recruitment policy should be formulated based on the requirement of the hotels and not on the
appraisal of the employees. Since the top management of the hospitality industry is knows the
requirement of the employees so the staff selection should be based on that. Moreover, one of
the most important components is the experience of the employees that should be included in the
recruitment policy and there may be blending of experience and young blood at the same time to
balance the team in the hospitality sector in an effective and efficient manner. Additionally,
according to the research of George (2019), one of the major components is that staff
performance may change if innovative employees are recruited in the organisation. Innovative
ideas to manage adverse situation may enhance the business process of the organisations in the
hospitality industry by almost 15 percent.
Moreover, one of the major important points is the use that the human resource of the
organisation should consider the formulation of human resource policies according to the exact
requirement of the management. It is observed that according to the study of Johnson-Busbin et
al., (2018), the human resource should perform extensive research on the performance of the
employees based on their behavior skills in a prominent manner. The skills of the employees are
the major factor that influences the recruitment of policy of the organizations in the hospitality
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RECRUITMENT AND SELECTION: A CASE STUDY OF HOTEL HILTON
industry. According to the previous research works, one the recruitment process includes the
analysis of the experience and the management skills of the employees.
Moreover, the ability to mitigate complex situation during giving consumer service should be
essential for the organisation’s recruitment policy in a prominent way. System theory is one of
the major concepts that are involved in managing the performance of human resource by proper
scientific management methods (Mutadzakupa et al., 2018). This is one of the major concepts to
evaluate and analyze the performance as well as formulating the recruitment policies of the
organisation are a systematic and scientific manner. One of the major relations between the
recruitment policy and human resource performance is that it may help the organisation to
enhance the quality of human resource and holistic service of the organisation in a prominent
manner.
2.3 Parameters of staff performance in the hospitality industry
Evaluation of the employees and their working is very important in the hospitality industry.
Monitoring their daily activities can be beneficial for self evaluation and progress of the
employees in an individual level. They basically measure the job performance of the employees.
The hospitality industry has an employee evaluation process that consists of a well defined
metrics as well as standard in their arsenal for a system of evaluation.
First of all, it is very important to define the goal of the company to an employee. As opined by
(Al-Refaie, 2015), it is of utmost importance to define the specific goal of the employee
evaluation process a company conducts. This will help in the development of the organisation.
The importance of setting clear goals is that it gives a clear insight to the employees as well as
the managers so that they can deliver their best towards the purpose of the organisation. It should
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RECRUITMENT AND SELECTION: A CASE STUDY OF HOTEL HILTON
also highlight how good employee performance will help in their personal growth. Apart from
this, the company should also focus on performance rating and measurement. This can bring in a
healthy competition in between the employees and push them to deliver their best. As per Buil et
al., (2016), progressive evaluation of the employees are important for the development of the
organisation overall. It is the instrument for the growth of company and the employees together.
Another parameter that should be considered by the company as a parameter is taking a feedback
of the regular performance of the employee. It is very important especially in a hotel set up. It is
important to provide a feedback on the regular performance as per individual tasks. It helps in
forming a standard benchmark for achieving the personal goals of an employee along with the
company. This will also provide the company an insight on the strengths and weaknesses of the
employees. Proper guidance based on these evaluations can help the employees to execute the
assigned tasks in a more efficient manner within the given timelines that are defined in nature.
Self evaluation systems are also very important to install in an organisation for further
development and growth of the company. This will trigger the key metrics in an employee like
achievements, further progress, successful deliveries and many more. It is a tool of career
promotion. This procedure boosts an employee in a positive way and helps them prepare
themselves for delivering their best every coming day. Lastly, recognition and rewards is the
key. This will keep them motivated towards the working and giving their best. As opined by
Hong et al., (2017), it will also instill a healthy competition inside the organisation that will help
in the growth of the organisation in the global market.
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RECRUITMENT AND SELECTION: A CASE STUDY OF HOTEL HILTON
Chapter 3: Research Methodology
3.1 Research Philosophy
In any research study, the research philosophy is used in order to assess the mindset of the
researchers in which the research would be conducted (Kumar, 2019). For this research study,
the use of positivism research philosophy would be viable. This is due to the fact that positivism
research philosophy would help to evaluate the research topic of the study in a clear, logical, and
scientific manner.
3.2 Research Approach
In any research study, the research approach is used to analyse and evaluate the hidden content
and information pertaining to the research topic from the secondary sources (Mackey and Gass,
2015). For this research study, deductive research approach would be used. This is because the
use of deductive research approach would help to evaluate the information and concepts
pertaining to the research topic and use it in the practical context.
3.3 Research Design
In any research study, the research design is used to create a fundamental structure for the
research to be conducted and the data collection and analysis process pertaining to the research
topic. For this research study, the use of descriptive research design would be viable. The use of
the descriptive research design would help to analyse the cause and effect relationship between
the events pertaining to the research topic in a critical manner.
3.4 Data Collection
The data collection process in any research study is used to gather critical information and data
pertaining to the research topic to add credibility to the research study (Mackey and Gass, 2015).
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RECRUITMENT AND SELECTION: A CASE STUDY OF HOTEL HILTON
The data collection process would consist of both primary and secondary data sources. The
secondary data sources would consist of books, journals, articles, and many such sources. The
primary data sources would consist of both quantitative and qualitative data. The quantitative
data would be collected using close-ended surveys from the employees of Hotel Hilton while the
qualitative data would be collected using semi-structured interviews from the managers of Hotel
Hilton.
3.5 Sampling
For the quantitative data collection process, the sample size is selected through the probability
random sampling method where 50 employees of Hotel Hilton were approached and only 30
responded. For the qualitative data collection process, the sample size is selected through the
non-probability sampling method where 2 managers of Hotel Hilton are selected.
3.6 Time Table
The time taken for this research study is 8 weeks until its completion.
Activities
Steps in
Research
Octob
er
Week
1
Octob
er
Week
2
Octob
er
Week
3
Octob
er
Week
4
Novemb
er
Week 1
Novemb
er
Week 2
Novemb
er
Week 3
Novemb
er
Week 4
Introductio
n and
backgroun
d rationale
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