HRM Analysis: Hilton Hotel Stanford, Business and Leisure Travellers

This report provides a comprehensive analysis of human resource management (HRM) practices within the context of the Hilton Hotel Stanford. It delves into the role and purpose of HRM, highlighting its significance in procuring manpower, training and developing employees, managing compensation, and fostering a balance between organizational needs and employee desires. The report further examines the human resource plan, emphasizing the analysis of supply and demand, and the systematic approach to HRP adopted by Hilton Hotel Stanford. Additionally, it assesses the current state of employment relations, including the influence of employment law, and explores job descriptions and person specifications for service industry positions. The report underscores the importance of employee welfare activities and the integration of trade unions within the workplace. Overall, the report provides insights into the strategic importance of HRM in achieving organizational goals and fostering a positive work environment within the hospitality sector.

HUMAN RESOURCE
MANAGEMENT FOR
SERVICE INDUSTRIES

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
1.1 Analyse role and purpose of human resource management in Hilton hotel Stanford......1
1.2 Human resource plan based on analysis of supply and demand of Hilton Hotel Stanford3
TASK 2............................................................................................................................................4
2.1 Assessing current state of employment relation in Hilton Hotel Stanford.......................4
2.2 Effect of employment law on human resource management of Hilton Hotel Stanford...6
TASK 3............................................................................................................................................7
3.1 Job description and person specification for selected service industry position..............7
3.2 Comparison between selection process of two companies...............................................9
TASK 4..........................................................................................................................................11
Covered in PPT.....................................................................................................................11
CONCLUSION..............................................................................................................................11
REFERENCES..............................................................................................................................12
Books and Journals........................................................................................................................12

Index of Tables
Table 1: Job description for Front office manager at Hilton hotel Stanford]................................8
Table 2: Person specification for Front Office manager at Hilton Hotel Stanford........................9

INTRODUCTION
Human resource management refers to the process of managing employees and mangers
in an organisation in a structured and thorough manner. This branch of management focuses on
making employment relationship between management and employees. HR team is responsible
to hire skilled people, retain them, carry out performance assessment, adapt them to change
management and taking care of employees exit from the company. The practise of HRM is very
essential for organisational success as it plays crucial role in employee welfare and building
industrial relations (Zeithaml, Bitner and Gremler, 2010). There should be proper execution of
strategies and plans as set by top and middle level executives.
One of the famous enterprise in hospitality industry is Hilton Hotel Worldwide which
manages and franchises a broad portfolio of hotels and resorts. The current report describes new
venture started by concerned organisation at Stanford city. It is opening 50 rooms in new hotel to
carter business and leisure travellers. They ensure to avail maximum comfort by providing
additional services such as baggage storage, concierge desk, foreign currency exchange, gift
shop, safety deposit box, spa, fitness room, sauna and steam room. All these facilities are availed
under proper supervision of trained and efficient human resources. HRM practices and theories
are effectively used for organisational success.
TASK 1
1.1 Analyse role and purpose of human resource management in Hilton hotel Stanford
Human resources are important element for growth, development, stability and success of
business enterprise. HRM helps to acquire, utilise and develop dormant individuals into reformed
manner. The employees produce promising results and generate better opportunities of business
expansion. Human resources are highly productive asset for corporations and HRM helps to
manage managers, workers and work of the company (Boxall and Purcell, 2011). HR team
focuses on improving quality standards of new and existing employees by availing them training
opportunities, monetary and non-monetary benefits, favourable work environment and career
development activities.
The role and purpose of human resource development in Hilton Hotel Stanford can be
better understood through following points:
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 Procurement of manpower: Hilton Hotel worldwide is planning to introduce new
venture in the market by opening another hotel in Stanford city. In order to avail
hospitality services to potential customers it will require skilled workforce. HRM plays
crucial role in procuring i.e., acquiring and resourcing human resources. They focus on
selecting 'right person for right job.' the HR team of cited hotel group indulge in activities
like human resource planning, forecasting, recruiting and appointing employees. Training and developing employees: There is positive and strong relation between HRM
and HRD (Guest, 2011). The managers of Hilton hotel Stanford will be interested in
developing and training their employees to increase their productivity. It will help in
meeting the growing and changing needs of manpower along with expansion and
diversification business activities. The managers of Hilton Hotel Stanford will emphasise
on both on job and off job training programs. Availing compensation, payment and rewards to human resources: Another important
purpose of HRM is to perform activities related to pay compensation to employees for the
service rendered. It is believed that fair wage payment will act as a motivational factor for
employees so that they perform roles and responsibilities in better way. Apart,
appreciation of good work is offered in form of monetary and non-monetary incentives
for suitable employees. Integration of organisational needs and employee desires: In order to acquire desired
goals Hilton hotel Stanford needs to create balance between organisational needs and
employees desires. The purpose of human resource management is to reconcile interests
of employees with that of organisation so that they work collectively (Jiang and et.al,
2012). The human resources will be actively involved in organisational activities and
Hilton Hotel Stanford will also fulfil their hierarchical needs. Welfare activities for employees: The concerned organisation is responsible to provide
safe, healthy and secured work environment in order to maintain efficiency of
individuals. Here HRM plays crucial role by offering various welfare facilities like
medical, educational, recreation, housing and transport to its employees. They HR team
of cited hotel group adopts rules and regulation framed by government authorities as part
of employee legislation.
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 Inculcation of personnel management: The role and purpose of HRM can be reflected
in indulging functions of personnel management for the benefit of Hilton Hotel Stanford
(Human resource management, 2016). They maintain service record of its employees,
introduces rational grievance procedure, career planning of employees and maintaining
cordial industrial relation for hotel group.
1.2 Human resource plan based on analysis of supply and demand of Hilton Hotel Stanford
Human resource plan refer to the process of identifying current and future needs of
manpower for achieving organisational objectives (Armstrong and Taylor, 2014). It reflects link
between HRM and overall strategic plan for business enterprise. The HR team of Hilton hotel
Stanford make effective analysis of supply and demand of employees to perform different roles
and responsibilities. The prime objective of human resource plan is to forecast future needs and
requirements of employees from labour market.
The HR team of Hilton hotel Stanford follows the principle of bring right person for right
position so that business operations are conducted in effective manner. The individual should
posses capability and skills to perform his job profile in desired manner. HRP is made on basis of
demand and supply of employees that helps to make optimum utilisation of human resources in
favour of cited company. Now, below is described systematic and planned approach of human
resource plan adopted in Hilton Hotel Stanford: Reviewing business aims and objectives: The primary step involved in HRP process is to
understanding vision, mission and objectives of Hilton Hotel Stanford. These objectives
are attained by collective efforts of various fields like production, marketing, finance and
sales department (Bratton and Gold, 2012). It ensures what types of strategies should be
adopted in order to attain organisational success in context of increasing profitability and
customer loyalty. It provides proper guideline to mangers and employees in which
direction they need to make major decisions. Analysing business environment of company: After reviewing goals and objectives of
Hilton Hotel Stanford, evaluation of its business environment is conducted. It makes
proper study of internal and external forces which either hampers or increases
productivity of hotel group. The internal factors include organisational culture, structure,
employees, suppliers, shareholders and creditors. While, on the counterpart external
factors include technological advancement, labour market trends, changes in legislation,
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environmental issues and socio-cultural activities. The HR team makes proper study of
these forces time to time so that strategies and process can be modified accordingly. Determining gaps: Now, concerned business enterprise will determine current and future
availability of human resources. It will forecast necessity of employees required to for
certain positions. Through this step the HR manager are able to identify shortage and
excess of employees in a department (Kusluvan and et.al, 2010). There is need of
succession planning and management of employees in order to determine organisational
objectives. Developing human resource plan: This is considered as main step where managers
collect data and information for development of human resource plan. It reflects whether
there is deficit or surplus in the organisation. When there is deficit condition Hilton Hotel
Stanford will recruit new employees in the company while at the time of surplus the
employees are transferred, terminated and redeployed form the company.
 Measurement of progress made: It mainly involves implementation of human resource
action plan in favour of Hilton hotel Stanford. There should be proper and systematic
execution of plans and polices so that desired outcome is attained. The managers should
strictly get enrolled in conducting human resource plan.
TASK 2
2.1 Assessing current state of employment relation in Hilton Hotel Stanford
Every business enterprise has its own code of conduct which the employees need to
abide. Employment relation is refereed as legal link between employer and employees of the
company (Berman and et.al, 2015). There should be proper interaction between supervisor and
subordinates to execute company's polices accordingly. These guidelines act as a supportive
system to achieve desired goals and objectives of the company.
Employees are motivated in Hilton Hotel Stanford by promoting the concept of
employment relation. It increases their morale and effectiveness to achieve organisational
objectives. Managers and employees both equally follow legal aspect of within organisation so
that individuals get opportunity to make effective use of their skills and capabilities. In addition,
it helps to reduce differences and unethical practices at workplace (Flamholtz, 2012). Human
resources are motivated and their commitment level also increases with course of time.
4

The current state of employment relation in Hilton hotel Stanford is positive and healthy.
Manpower is provided opportunity to explore their skills and abilities in favour of organisation.
There is effective integration of ideas and thoughts among managers and their team members.
Human resource department of Hilton hotel Stanford is enrolled in preparing plans and polices in
favour of employees. They adopt employment legislation by adopting principles like equal
employment opportunity, proper working hours, anti discrimination activities, availing holidays
and paternal leave to employees. All these activities establishes confidence in mind of human
resources that cited hotel group is concerned about their manpower (Purce, 2014). Employees are
able to perform their duties according to company's desired standard.
Moreover, it is witnessed that fair organisational structure and culture helps in smooth
functioning. Systematic organisational structure leads to each employee is aware about his duties
and to whom he is accountable for. While, healthy organisational culture provides proper
freedom to employees about expressing their ideas and suggestions. Combination of both these
elements help Hilton hotel Stanford to create brand image in the market and acquire customer
loyalty from potential clients.
Apart, there is inclusion of trade union as well in work environment of Hilton hotel
Stanford. They play crucial role in protecting rights and regulation of employees so that they feel
comfortable to work. These unions optimise working condition through ethical and legal
practices. It benefits employees in solving their grievances within given time and get advantage
of increase in pay structure time to time (Crook, T.R. and et.al., 2011). They also raise voice
against any discrimination practices made on ground of gender, religion, caste, education and
colour. It helps to maintain healthy relation with employees and subordinates by minimizing risk
of issues and conflicts.
On the other hand, trade unions also play crucial role in undertaking concerned hotel
group operations effectively and in significant manner. They help to coordinate activities
between management and workforce. However, it is often witnessed that situations like strikes,
blackouts and similar activities take place when employees are dissatisfied with company's plans
and policies. These types of protests hampers productivity and performance of cited organisation.
It also effects brand image of Hilton Hotel Stanford and reduces good flow of customers. It is
recommended that management should establish strong relationship with trade unions in order to
coordinate effectively and collectively reach organisational objectives.
5

Another important concept of collective bargaining exist in organisation that builds base
between demand and supply of human resources in the company. It builds a base between
demand and requirements of employees that can be showcased in front of employer. It provides
platform to cited company's workers to negotiate and bargain from both side i.e., employer and
employee. Mutual understanding is established among employee and management so that
effective decisions can be taken for providing proper working conditions (Hoque, 2013).
2.2 Effect of employment law on human resource management of Hilton Hotel Stanford
It is essential to maintain legal and ethical framework in work environment of the
company. Execution of employment related laws provides authentic and healthy atmosphere to
employees, they are able to perform properly. It is believed that best employment contract is
achieved by defining legal capacity and expectation of both parties i.e., manager and employee.
This strengthens relation between organisation and employees as they are able to develop mutual
understanding. Implementation of law and regulations builds favourable working conditions in
favour of employees (Kern, 2014). The legal obligations need to be focused by firm so that rights
and duties of workers are not overlooked in any manner. Now, below are discussed different
employment laws and their effect adopted in Hilton Hotel Stanford:
 Equality Act 2010: Every individual should be provided opportunity to present his
capabilities in workplace to boost their morale. During recruitment and selection process,
HR managers of Hilton Hotel Stanford are responsible to examine every short listed
candidate so that it builds confidence among them (Mathis and Jackson, 2011). There
should be proper optimisation of resources and it will help to develop better work
environment for employees. There will be cultural diversification and individuals will
maintain cross cultural relationship among workers to attain desired outcome. The focus
of Hilton Hotel Stanford is to avail equal opportunities to each and every employee.
 Working Hours 1998: It is the statutory instrument that implements regulation regarding
for how much time people will work at their workplace (Boselie, 2010). It reflects
stipulate minimum rest breaks, maximum weekly working time limit, night work limits
and health assessments for night work. There is set default rule that employees in Hilton
Hotel Stanford will work not more than 48 hours per week. It will coordinate both
organisational operations and maintain efficiency of employees. It also grants a
mandatory right to be paid for annual leave of at least a minimum of 28 days. In addition,
6

employees will also be provided minimum period of rest for twenty minutes in any shift
lasting over six hours.
 Health and Safety Act 1974: Another crucial regulation adopted by Hilton Hotel
Stanford is related with establishing safe and healthy work environment in the company.
Employees should be availed clean, ventilated and lightly atmosphere so that it
encourages them to put in more efforts' organisation (Carter and Liane Easton, 2011).
There should be provision of providing information, instructions, training and supervision
regarding safe health practices. The organisation needs to build a separate committee that
assess health standards of workers time to time. During the time of an epidemic,
employees should be availed with preventive vaccination and medical instructions by
experts team.
 Discrimination Act 1995: Any type of discrimination on basis of caste, colour, gender,
religion or region is strictly prohibited in a workplace. Every individual should be
provided scope for career development through their respective employers. In addition,
there should be restriction to discrimination made on basis of mental and physical
disability of individuals (Schneider and Bowen, 2010).
TASK 3
3.1 Job description and person specification for selected service industry position
Recruitment and selection process takes place to hire skilled and efficient employees for
business entity. The HR team of concerned organisation is indulged in enrolling Front office
manager for the hotel group. Documentation is required while undertaking selection process as
it specifies prospective employee and managers about capabilities required to undertake certain
job role.
Job description
This document reveals roles and responsibilities that need to be performed by individual
engaged for concerned post. This generally describes job designation whom to report, duties,
working hours, salary structure and qualification required (Mathis and Jackson, 2011). As Hilton
Hotel Stanford avails hospitality services there are mainly three departments that are front office,
housekeeping, food and beverages that manages key operations of company. Front office
7

manager is responsible to directly deal with guests and visitors, ensure them comfortable
services, solve their queries and many more.
Table 1: Job description for Front office manager at Hilton hotel Stanford]
Job designation Front office manager at Hilton Hotel Stanford
Report to He is responsible to General Manager and top level executives
Job purpose Monitor and supervise activities of front personnel in concerned hotel
group. There should be proper execution of duties and responsibilities
as a front officer that involves monitoring activities performed at
reception, telephonic conversation, welcoming and managing facilities
for VIP guests
Roles and
responsibilities
 Maintaining professional environment, supervising staff and
engaging in administrative work
 Participating in recruitment, selection and training of office
personnel
 Scheduling and supervising staff members in order to avail
effective monitoring (Khan and Ahmad, 2011).
 Resolving complains and issues of guests, providing
information, solving their queries and taking feedbacks form
them.
 Maximizing room revenue after certain period.
 Conducting and monitoring bank transactions on daily basis.
 Boost morale of subordinates in order to avail effective front
office services to guests
Requirements  Degree of hotel management from a recognised college for two
years.
 Knowledge about accounting, record keeping, document
processing and desktop publishing.
Salary structure It offers an average salary of $ 90,250 which is expected to increase
by 15% between 2015 to 2025.
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Person specification
This document reflects skills and abilities required in an individual to undertake
responsibility as Front office manager (Slack, Chambers and Johnston, 2010). It will help to
perform their duties effectively and proper manner.
Table 2: Person specification for Front Office manager at Hilton Hotel Stanford
Educational
qualification
The candidate should posses' college degree of two years in
Hospitality management. He should have knowledge about
Microsoft software and database management system
Skills and abilities  Candidate should be highly motivated and posses leadership
qualities
 Ability to read, write and understand languages like English,
Spain and Russian
 Good communication skills to effectively interact with
guests and visitors
 Proper knowledge of computer data handling and software
knowledge to read, write and understand instructions,
memos, correspondence and messages
Experience The applicant should have at least two years experience in conceder
entity
3.2 Comparison between selection process of two companies
There are different styles and procedures adopted to undertake recruitment and selection
process within different industries. Hilton hotel Stanford is a famous hotel group that provides
luxurious and comfortable hospitality services in UK market. On the other hand, there is Easy Jet
one of the popular aviation company. It is a low cost airline that avails domestic and
international scheduled services. Both of them adopted different style of recruitment and
selection process which is specified below:
Recruitment process in Hilton Hotel Stanford
9

Hilton hotel Stanford is conducting recruitment and selection process for the position of
HR manager and following steps will be included in it:
 Staff requisition: It is the first step in hiring process where HR team conducts data
collection process (Ulrich, 2013). It identifies demand and supply of employees in
concerned hotel group. On one hand, they evaluate existing staff members and promote
efficient ones on higher position. However, there is requirement of new employees in the
company so they proceed to next step.
 Advertisement: The candidates are made aware about vacant positions through
newspaper, internet and employment agencies. Advertisement helps to seek attention of
applicants that are interested to participate in recruitment and selection process.
 Collecting and selecting CV: The HR team acquires good number of applications for
concerned posts through mails, hotel desk, personal meetings and references. They check
and evaluate CV of applicants to overcome requirements needed for concerned post.
 Personality test: Next step in the process of Hilton hotel Stanford recruitment process is
personality test of applicants. It involves evaluation regarding psychological ability,
aptitude test and language efficiency. This is conducted in order to identify intelligence,
skills and potential of prospective employees (Training and Development - Meaning, its
Need and Importance, 2015). They are able to determine alertness and examine
personality traits of an individual. Apart, HR team of cited company also undertakes
simulation and graphology test. The simulation test helps to examine response of an
individual towards critical situations. While, graphology test is conducted to examine
hooks, loops, curves and curves in a person's handwriting to access their personality and
emotional make up.
 Interview: In Hilton hotel Stanford interview is conducted in three levels so as to
properly evaluate performance of individuals. The first round ascertain general
interaction, second round related with face to face questionnaire and third round related
to examination through panel of experts. Placement: After clearing all the above tests and interview, the candidate is offered the
appropriate salary and incentives. After negotiation and medical check up process the
candidate is placed in the hotel
Recruitment process in Easy Jet
10

The cited aviation company is ready to hire flight attendants for its flights. The HR team
will perform following procedure to hire prospective employees:
 Staff requisition: The concerned organisation already posses good amount of skilled
employees so it will demand less number of new employees.
 Advertisement: Easy Jet will hire professionals from employment agents and
educational institutes so that they will receive already trained candidates with proposed
qualification and ability to perform tasks (Boselie, 2010).
 Interview: The panel of experts will directly conduct campus interviews to examine and
evaluate performance of individuals. In this context, both telephonic and face to face
interview are conducted as per the convenience of interviewer and interview. Direct
personal interviews will help to analyse mental ability, problem solving capability and
handling critical working conditions of the company.
 Medical Test: After the interview, next step is regarding varied set of test which is
necessary to determine the health level and fitness of candidates. Since, Easy Jet recruits
from air staff as well where certain test are necessary prior selecting the candidates. For
this, health test, swimming test, fitness test, blood test and eyesight test are taken into
account. It comprises of medical test from which company is able to identify the issue
regarding the same. This aids in selecting fittest person for fleet who can perform the task
more effectively.
 Trial: However, the short listed candidates will be invited on trial basis that is for a week
duration to asses their practical knowledge for Easy Jet. The trial process will be an
imaginary situation of workplace for candidate to overview and induce working
conditions.
 Placement: After passing trail period, selected candidates will be offered desirable
positions (Kern, 2014). HR team will sign agreement describing company's rules and
regulations along with description of salary and other allowances.
By comparing both recruitment and selection, it is evident that both company follows
almost same set of practices which aids in recruiting skilled and competent employees. It is
found that Hilton focuses more on personality and intellectual test, whereas Easy Jet emphasize
on medical and fitness test more due to variation in working conditions.
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TASK 4
Covered in PPT
CONCLUSION
The above report highlights significance of human resource management in service
industry. Hilton hotel Worldwide plans to open new venture in Stanford city so it requires active
participation of HR team in managing human resources. HRM is responsible to procure
candidates, train and develop them, asses their performance, avail effective reward management
system and perform employee welfare activities. The concerned organisation prepares human
resource plan on basis of demand and supply of employees and managers. It focuses on
providing safe and healthy work environment to manpower. They adopt different employment
laws such as Equal opportunities Act, Health and safety measures, working hours Act. These
laws are accomplished to manage human resources in Hilton hotel. The report also describes job
description and person specification for Front Office manager position in cited organisation. It
makes comparison between recruitment and selection process conducted in Hilton Hotel
Stanford and Ritz Carlton. Finally, it evaluates contribution of training and development for
employees in order to maintain their efficiency.
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REFERENCES
Books and Journals
Armstrong, M. and Taylor, S., 2014. Armstrong's handbook of human resource management
practice. Kogan Page Publishers.
Berman, E.M. and et.al., 2015. Human resource management in public service: Paradoxes,
processes, and problems. Sage Publications.
Boselie, P., 2010. Strategic human resource management: A balanced approach. Tata McGraw-
Hill Education.
Boxall, P. and Purcell, J., 2011. Strategy and human resource management. Palgrave Macmillan.
Bratton, J. and Gold, J., 2012. Human resource management: theory and practice. Palgrave
Macmillan.
Carter, C.R. and Liane Easton, P., 2011. Sustainable supply chain management: evolution and
future directions. International journal of physical distribution & logistics management,
41(1), pp.46-62.
Crook, T.R. And et.al ., 2011. Does human capital matter? A meta-analysis of the relationship
between human capital and firm performance. Journal of applied psychology, 96(3), p.443.
Flamholtz, E.G., 2012. Human resource accounting: Advances in concepts, methods and
applications. Springer Science & Business Media.
Guest, D.E., 2011. Human resource management and performance: still searching for some
answers. Human Resource Management Journal, 21(1), pp.3-13.
Harzing, A.W. and Pinnington, A. eds., 2010. International human resource management. Sage.
Hendry, C., 2012. Human resource management. Routledge.
Hoque, K., 2013. Human resource management in the hotel industry: Strategy, innovation and
performance. Routledge.
Jiang, K. and et.al., 2012. How does human resource management influence organizational
outcomes? A meta-analytic investigation of mediating mechanisms. Academy of
management Journal, 55(6), pp.1264-1294.
Kern, R., 2014. Introduction. In Dynamic Quality Management for Cloud Labor Services (pp. 3-
7). Springer International Publishing.
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Khan, M.A. and Ahmad, N.S.A., 2011. Modeling link between internal service quality in human
resources management and employees retention: A case of Pakistani privatized and public
sector banks. African Journal of Business Management, 5(3), p.949.
Kusluvan, S. and et.al., 2010. The human dimension a review of human resources management
issues in the tourism and hospitality industry. Cornell Hospitality Quarterly, 51(2),
pp.171-214.
Mathis, R.L. and Jackson, J., 2011. Human resource management: Essential perspectives.
Cengage Learning.
Purce, J., 2014. The impact of corporate strategy on human resource management. New
Perspectives on Human Resource Management (Routledge Revivals), 67.
Riley, M., 2014. Human resource management in the hospitality and tourism industry.
Routledge.
Schneider, B. and Bowen, D.E., 2010. Winning the service game (pp. 31-59). Springer US.
Slack, N., Chambers, S. and Johnston, R., 2010. Operations management. Pearson education.
Ulrich, D., 2013. Human resource champions: The next agenda for adding value and delivering
results. Harvard Business Press.
Zeithaml, V.A., Bitner, M.J. and Gremler, D.D., 2010. Services marketing strategy. John Wiley
& Sons, Ltd.
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responsibilities.html#lesson>. [Accessed on 15th June 2016].
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through: <http://www.managementstudyguide.com/training-and-development.htm./>
[Accessed on 15th June 2016].
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