Higher National Diploma HRM Report: Hilton Stratford Hotel Case Study

This report provides a comprehensive analysis of the human resource management (HRM) practices at the Hilton Stratford hotel. It begins by outlining the job description and person specification for the Director of Operations, emphasizing the importance of guest satisfaction and revenue generation. The report then contrasts the recruitment and selection processes of the Hilton hotel with those of British Airways, highlighting the differences in selection criteria based on the nature of the service provided. Furthermore, the report delves into the significance of training and development within the organization, detailing various training methods such as on-the-job and off-the-job training. It highlights the benefits of training, including improved employee productivity, a positive organizational culture, enhanced service quality, increased profitability, and employee motivation. The report concludes by emphasizing the critical role of effective HRM in planning, recruiting, training, and retaining employees to achieve organizational goals and maintain competitiveness within the hospitality industry. The report includes a detailed reference list of sources used.

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PART 2:
3.1
The workplace culture of the hotel Hilton Stratford has been known to be one of the best in
the hotel industry. The staffs are responsible for achieving the goals and aim of the
organization as well as their efforts are being appreciated with rewards in return.
Job description of the Director of the operations: The director of operation is responsible for
carrying out effective management at the hotel so as to achieve the targets in relation to
satisfaction of the guests and generation of revenue. He is responsible of establishing co-
ordination with the general manager. He is required to provide assistance in development of
the hotel budgets in relation to both long and short term. He needs to ensure that the targets
are being met with effective leadership. The most important task of director of operation is to
carry out planning, direct and co-ordinate the services in the operation department so as to
meet the expectations of the guests.
Person specification of the director of operations: The director of operation needs to work
with the staffs of the hotel and must have following qualification, behavior and skills,
 Must have degree or diploma in the hotel management
 Strong commercial exposure with enough experience in F&B and rooms
management.
 Having sound knowledge of hotel and service sector, hotel property and should have
effective leadership skills.
3.2
The selection process of hotel Hilton: The recruitment process of the staffs is simple but
intensive. The hotel releases online applications and the eligible applicants are contacted
through mail or phone and a face to face interview is being conducted.
The selection process of British Airways: The recruitment process of British Airways
includes online application which is screened by the recruitment team and shortlisted
applicants have to undergo aptitude test. This is followed by interview and training (British
Airways Cabin Crew Recruitment – Step by Step Process 2018)
The selection of each industry differs although the hotel industry and airline industry has same
service that is hospitality yet there selection process is different. The selection process of the airline
industry is mainly based on technical aspects of the candidate and assessing the reasoning capacity
of the candidate. The candidate is evaluated on the basis of technical knowledge that can ensure
safety of the passengers as well as consumers. On the contrary, the selection process of the hotel
industry is mostly soft skill based and taken by HR either face to face or telephonic interview.
Although application for a desired job in both the industry can be same but the selection process is
different.
PART 3:
4.1. The growth, success of employee and productivity of an organization, is majorly
dependent on training and development activities which help in personal development,
growth, productivity, quality and work safety, etc. of an employee. Staffs are directed by

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senior hotelier so that work could be done completed with high effectiveness in Hotel Hilton
and helps in growth, productivity, and quality of employees. (Brody, 2009)
Following are the method by which training can be given in Hotel Hilton
 On the job Training
 Off the job training
It is provided at the workplace during the actual job timings. It is carried out by experienced
employees and is inexpensive in nature. For example, role plays, lectures, case studies,
conferences, etc. (Brody, 2009). This is given outside the workplace location which does not
include active participation like in job training. It is trained by the experts, which is expensive
and time-consuming that affects the actual work of the employee and the organization for
example job rotation, job instruction and learning by doing.
These programmes are being in trend because of their excellent results and
increasing productivity with minimizing the cost of companies. Training is given to make
employees more effective and to fulfil short-term needs of the company. It helps in the
improvement of employee’s personality and assists them in shaping the future career. Hotel
Hilton gives training to employees to make them understand their role and responsibility so
that they perform their duty inefficient way. (Bratton & Gold, 2012). Hotel Hilton in
Stratford has been newly set up and has hired new employees who need to be trained and
groomed for their development to be efficient for performing in the tough situation at work.
The importance of training and organization of employee in Hotel Hilton Stratford are as
follows-
 It develops the productivity of employees: Employees are hired in hotel Hilton to
perform their duty followed by the procedure of training to gain a competitive advantage
for long-term and for the objective of the company by creating future development and
career opportunities to the employees amongst millions of candidates available in the
company. Training helps to maximize the performance of the employees and to
understand the work environment of the organization.
 The culture of the organization: Training and development programmes helps to promote
positive work culture, learning culture and fulfillment of the goals and objective of the
company. It motivates employee efficiently for the company. The employee's satisfaction
should be given importance to encourage them for better performance in their duty.
(Bratton & Gold, 2012).
 Improves the quality of products and services: Training helps in the improvement of
employee’s working class and results in the satisfaction of customer with the upliftment
of the image of the organization in the eyes of the public. It helps the employees to
adopted new techniques and changes in the work so that they can upgrade their skills and
services provided to the customers.

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 Increased profitability: It helps in the growth of business and profit by enhancing the
quality of employees. An efficient human resource helps to maximize the performance
and productivity of the company. The growth of the organization depends on the variety
of the human resources they have.
 Provides motivation: It motivates the employee by making them efficient in their roles
and responsibilities to work. It is essential to encourage the employees by providing them
rewards and basic facilities like salaries, promotion, bonus, and awards. This helps to
create a positive work culture in the organization and relationship of the employer and
employee (Afonso, 2016)
 Training and development is an integral part of organization and employees. It builds up
employees to tackle tough situation and hardship by improving the performance and
building up their skills and strength of the employees. This helps them to grab better
opportunities and increase the profitability of an organization. It can uplift business and
customer capitative edge and create a positive image under the eye of the customer.
It is required for creating efficiency in employee’s performance by fulfilling their weakness
and taking the business of hotel Hilton to new heights. It is cleared from the above point that
training and development has a vital role to play and make newly hired candidates
understanding the needs the organizational needs and objective of the company. (Afonso,
2016)
CONCLUSION :
Thus Human resource management is critical to managing the requirements of human
resources in the organization by planning, recruiting, training, promoting and terminating the
employees in the organization. The Hotel Hilton needs to have implemented proper human
resource management for its new hotel at Stratford. HRM focuses on the recruitment of an
efficient, skilled and suitable candidate for the organization to meet the goals and objective of
the organization. Human resource planning also aims to improve its employee's skills through
various training and development programs. The employment laws are also another important
accepts to construct a healthy relationship between the organization and employees of the
Hotel. This safeguards the interest of the employee and employer so that they can perform
their duties as a team to achieve the targets of the business and improve the competitiveness
in the hospitality industry

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