Higher National Diploma Human Resource Management Report

This report provides a comprehensive analysis of Human Resource Management (HRM) within the context of the Hilton Hotel. It begins with an introduction to HRM, followed by an examination of job descriptions, person specifications, and the selection processes in the service industry. The report then delves into the importance of training and development activities within Hilton, highlighting their contributions to effective operations, company culture, talent development, problem-solving, service quality, and safety and security. The report draws on various academic sources to support its arguments, providing a detailed overview of HRM practices and their impact on the hospitality sector. The report concludes by emphasizing the crucial role of employees in achieving a competitive advantage for the organization and reiterating the importance of continuous development and training programs within Hilton.

Human Resource
Management

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1 & TASK 2..........................................................................................................................1
Covered in PPT.......................................................................................................................1
TASK 3............................................................................................................................................1
3.1 Job description and person specification for a selected service industry job...................1
3.2 Comparison between the selection process of different service industries businesses....2
TASK 4............................................................................................................................................3
4.1 Contribution of training and development activities to the effective operation ..............3
CONCLUSION................................................................................................................................5
REFERENCES................................................................................................................................6

INTRODUCTION
Human resource is the personnel of the organisation and human human resource
management refers to managing, controlling and monitoring these human resources. This report
is based on Hilton Hotel which is a private hospitality industry. It includes the importance of
human resource activity and developing a human resource plan of the hotel. The second task is is
regarding the laws and rights in the organisation along with its impacts is being focused. The
third tasks focuses on the various job description, selection of the candidates and job
specification on the basis of various selection methods. The last task focuses on the advantages
that the hotel can achieve by following the proper training and developing in the workplace.
TASK 1 & TASK 2
Covered in PPT
TASK 3
3.1 Job description and person specification for a selected service industry job
A job description is a written agreement that analyses the general objectives , roles, duties
and responsibilities of the the position of the employee. It also includes the salary range,
qualifications or skills required by the candidate to be suited for the profile. It is usually framed
by conducting a job analysis. A job analysis is the process of analysing the targets and the
sequences of the targets required to do a job. A job description includes relationship with the
departments of other employee in the workplace: Supervisory level, managerial requirements and
relationships with other subordinates. It is not limited to the present requirements but it also sets
the goals which might be achievable in the future.
Job Description
Organisation: Hilton Hotel
Job Location: United Kingdom
Section: Hospitality Department
Job Title: Customer service executive
Summary of the Job:In the hotel the role of the customer service executive is to help
customers in booking and other customization requirements of the guests. They interact with
guest and help them to get a good and luxurious experience while staying.
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Roles: They perform the following roles within the hotel:
 Taking feedbacks from the guest relating to the hotel services.
 Managing the losses of customer regarding goods.
 Giving information about the various tourism destination to visit.
 Asking them for their choices in meals and assisting the hotel staff in taking care of
them.
Job Specification: It is also known as employee specification. It is a contract of
educational qualifications, specific qualities, level of experience and communication as well
technical skills required by the employee while performing the job. It is the intrinsic part of the
job analysis.
Job Specification
Organisation: Hilton Hotel
Job Title: Customer service executive
Qualification: MBA (HR)
Location: London, United Kingdom
Essential Criteria:
 Strong and effective communication skills
 Better knowledge of how to deal with people of different backgrounds.
Desirable criteria:
 Minimum 2 years of work experience
 Self confident
 Quick decision maker
3.2 Comparison between the selection process of different service industries businesses
The selection and recruitment processes is according to the type of the organisation. The
main aim of the selection process is to select the suitable candidate for the job whose criteria
matches the job description created by the organisation. The selection techniques that are used by
the industry are Interviews, Presentation, Tests, and Psychometric Tests.
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Interviews: It is the initial step for the recruitment process in many organisations. They
are conducted to check both the communication and technical skills (Mitchell, 2013).
Presentation:During the interview, the candidate is asked to give presentation in front of
the panel. While delivering the presentation a candidates presentation skills is being judged.
Managing the customers is also judged during the presentation.
Tests: Tests are being conducted to check the knowledge of the candidate for a specific
post. In this process the members of the organisation may give the candidate a situation where
they can check the adaptability of him to adjust according to the condition.
Psychometric tests:This tests helps in analysing the personality traits of the candidates . It
also helps in analysing the behaviour of the candidate whether the person will be fitted in the job
role role offered by the organisation or not.
The recruitment process varies in different organisation and is based on the type of job, a
candidate is needed to be selected for. With context to Hilton, the hotel manager must be a
qualified person with soft communication skills so that he can monitor the daily activities along
with professionalism and solve customers grievances or queries of the clients. According to the
hotel Hilton, they conduct different tests, presentation and psychometric test for hiring the
candidates within the organisation. The written test is being conducted to analyse the adaptability
of the candidate to face different situations and adjust accordingly arising in the organisation.
After the written test, a presentation test is conducted to analyse the body language and
communication skills of the candidate to analyse the way they will interact with the customers.
At last the psychometric test is conducted to determine the personality traits and the behaviour of
the candidate. And if the candidate clears all the tests and shows the positive results, he gets
selected for the position in the hotel (Aauwe and Boon, 2018).
TASK 4
4.1 Contribution of training and development activities to the effective operation
Training and development is the process of an organisation which focuses on the
improvement of the performance of individuals as well as groups. There are some employees in
the Hilton hotel which are not qualified as there are many positions in the hotel. Yet the
employees of the hotel represents the culture of the hotel, that is the reason there is a need for
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training and development for every employee within the organisation up to certain standard and
criteria. Importance of training and development is discussed :
The company culture: Every organisation has its different strategy to attract the
customers. Hilton has a unique way of attracting customers and providing them satisfaction.
They offer customer with sweets and make octopus or toys from the towels to welcome the
customers. They also have special and unique features to give the customers a luxurious
experience in the hotel. Training helps the employees to learn the way of greeting to the
customer.
Training is essential to maintain a uniformity in every employee of the hotel. The
employee requires training at every level that is from setting pillows to designing of lobby or
room for the relaxation of the customer, so that all the employees working in different areas and
departments of Hilton of different countries follows the same culture and have uniformity in their
work (Alfes and et. al., 2013).
Developing Talent: Many employees of the organisation starts from lower level and
works hard to gain higher position. In context with Hilton, they give training to their employees
and training requires time, which can be treated as a opportunity for people who have hidden
talents which can lead them to higher position. They provide training to the employees on the
way they should interact with the customers in the hotel. Learning with different background
people help them to deal with the customers of different backgrounds.
Problem solving and service: Hilton focuses on giving the customers good and better
services that give them good experiences. They try to train employees to learn these skills so that
in case the guest is finding or facing any issue from the services of the hotel, the employees
responsibility is to resolve such issues in a friendly manner so that guest can be satisfied with
the solution the issue and can enjoy and stay happily in the hotel(Human Resources. 2018).
Safety and security: In Hilton hotel, the employees are given training of keeping the
security and safety of the guest. As guest may not have the knowledge of the area, they makes
plan for the natural calamity or disaster. When employees are aware of what actions to be taken
during the time of the incident, they can manage the guest and there will not be any chaos or
panic between the guest (Armstrong and Taylor, 2014).
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CONCLUSION
The personnel of any organisation can give a competitive advantage to the firm.
Therefore Hilton focuses on the development and training of their employees within the
organisation. From the starting it throws light on the role and purpose of the human resource
management. It shows the human resource plan of the industry and assessing the current state of
employment relations of the industry. It also involves the job description and personal
specification and includes the contribution of training and development activities to the effective
operation of Hilton.
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REFERENCES
Books and Journals
Alfes, K. and et. al., 2013. The link between perceived human resource management practices,
engagement and employee behaviour: a moderated mediation model. The international
journal of human resource management. 24(2). pp.330-351.
Armstrong, M. and Taylor, S., 2014. Armstrong's handbook of human resource management
practice. Kogan Page Publishers.
Aswathappa, K. E. M. A. L., 2013. Human resource management: Text and cases. Tata
McGraw-Hill Education.
Birasnav, M., 2014. Knowledge management and organizational performance in the service
industry: The role of transformational leadership beyond the effects of transactional
leadership. Journal of Business Research 67(.8). pp.1622-1629.
Bon, A. T. and Mustafa, E. M., 2013. Impact of total quality management on innovation in
service organizations: Literature review and new conceptual framework. Procedia
Engineering. 53. pp.516-529.
Campbell, B.A., Coff, R. and Kryscynski, D., 2012. Rethinking sustained competitive advantage
from human capital. Academy of Management Review. 37(3). pp.376-395.
Dries, N., 2013. The psychology of talent management: A review and research agenda. Human
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Ellison, N. B. and Boyd, D. M., 2013. Sociality through social network sites. In The Oxford
handbook of internet studies.
Fine, S., 2012. Estimating the economic impact of personnel selection tools on counterproductive
work behaviors. Economics and Business Letters. 1(4). pp.1-9.
Flamholtz, E. G., 2012. Human resource accounting: Advances in concepts, methods and
applications. Springer Science & Business Media.
Johnson, P. and Szamosi, L. T., 2018. HRM in changing organizational contexts. In Human
resource management (pp. 27-48). Routledge.
Mitchell, B., 2013. Resource and environmental management. Routledge.
Paauwe, J. and Boon, C., 2018. Strategic HRM: A critical review. In Human Resource
Management (pp. 49-73). Routledge.
Pfeffer, J., 2014. Business and the spirit: Management practices that sustain values. In Handbook
of workplace spirituality and organizational performance (pp. 43-59). Routledge.
Stewart, B. and et. al., 2018. Sport management: principles and applications. Routledge.
Online
Human Resources. 2018. [Online]. Available Through:
<https://www.investopedia.com/terms/h/humanresources.asp>.
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