Analysis of HRM Practices: Hilton Stratford Hotel Case Study

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Table of Contents
Introduction...........................................................................................................................................2
Body of the assignment.........................................................................................................................2
Task 1.....................................................................................................................................................2
1.1 - Role and purpose of human resource management.....................................................................2
1.2 - Human resources plan...................................................................................................................3
Task 2.....................................................................................................................................................4
2.1 - Current state of employment relations in hospitality industry......................................................4
2.2 – Impact of employment law on human resources management...................................................5
Task 3.....................................................................................................................................................5
3.1 – Job description and person specifications....................................................................................5
3.2 - Selection process in various service businesses............................................................................7
Task 4.....................................................................................................................................................7
4.1 – Contribution of training and development...................................................................................7
Conclusion.............................................................................................................................................8
References.............................................................................................................................................8
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Introduction
This assignment is focused to analyse the key concepts pertaining to human resource
management and its application in the service related industries. HRM is mainly stated as the
comprehensive process which includes the methods of planning the key resources in the
organisation, recruitment and selection of human resources, training them, motivating the
employees so as to ensure that the organisational objectives are achieved in a sustainable
manner. This task tend to include the various concepts pertaining to legal aspect of
employment and its overall impact on the services related business. It also state the current
nature of employee relations being practiced in the service business. These concepts will be
analysed and apprehended based on the hotel company, mainly Hilton hotel in Stratford. The
current process related to recruitment and selection of the candidates to the company will be
analysed in detail , furthermore the importance of training and development in the service
industries will be analysed to understand their overall contribution in achieving sustainable
growth and development.
Body of the assignment
Task 1
HRM is considered as the overall process of managing the key resources in the business
enterprise with the main objective of enhancing the performance of the individuals which will
lead to realising the business mission and vision. It is noted that there are various
responsibilities of HR manager which is mainly focused in enhancing the performance of the
employee. This task is focused to state the different function of human resource management
in service related enterprises. (Cushway, 2011).
1.1 - Role and purpose of human resource
management.
The key role and the persistence of the HRM tend to include planning and forecasting of
human resource requirements, recruitment and selection, training and retaining the employees
so as to achieve the goals of the organisation.
Planning and forecasting: This tend to state the estimating the required human resources for
the organisation in order to perform the needed task and activities, however human resource
forecasting is considered as the main function as it enable in understanding the business
strategies and enable in employing the required number of individuals to the business process
for fulfilment of objectives. The gaps between the available resources and required
manpower is mainly addressed through human resources forecasting. (Afonso, 2016).
Recruiting process: The recruitment and selection process tend to include in identifying the
required number of individuals for the organisation and choose the best resources who will
assist in realising the goals of the organisation and ensure that the business will be in a
competitive position by rendering the required task to the management. The company tend to
recruit the individuals from top hospitality management institutes and universities, there will
be a exhaustive interview and aptitude test which will enable in testing the individuals on
various areas like communication skills, behaviours, aptitude and client handling methods.
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Training and development of the individuals: The key functions of HRM also include in
providing the needed training and development aspects to the employees to enhance their
skills so as to increase their potential which will enable in performing their task in an efficient
manner. The management need to continuously monitor the performance of the individuals
and analyse their KRAs are met. The manager need to provide appropriate feedback to the
employees which will enable them to realise their purpose in the organisation and expected
outcomes. Various training can be provided which will enable the employees to learn new
methods and apply them in the daily activities so as to overcome the performance challenges.
(Compton, 2016).
Budget monitoring and maintaining relationships: Another key aspect of the HRM is to
maintain a cordial relationship with the employees of the organisation and the management.
They need to create a comprehensive policies and benefits for the employees and focus in
implementing the necessary healthy and safe environment for the individuals in the
organisation. They also tend to maintain good communication among the employees and
management so as to achieve the goals of the organisation. (Al Hrou, 2014).
1.2 - Human resources plan.
The human resource manager of the company is focused to identify the vacant positions in
the process and then take steps to fill them by matching the required skill and talent so as to
suit the process. The management is always committed in providing the best services to the
customers and create a competitive advantage therefore, the best resources needs to be
recruited. HR forecasting tend to refer as the comprehensive process wherein the manager
will identify the current resources in the business and then forecast the required number of
individuals based on the demand and strategy of the company. The resources can be
identified through internal and external sources, hence the combination of them is always
considered to identify the desired employees for the organisation. The following is the HR
planning of the company:
Step 1 – Identification of key positions in the organisation : The basic step is to perform a
clear HR planning of the organisation which will enable in understanding the current open
positions for the process. After the identification, the management need to begin with the
recruitment and the selection process.
Step 2 – Recognizing the required skill set: The next step in the planning process is to analyse
the required skill set and the capabilities of the employees so as to fit into the right job, The
management need to understand the employees in providing a clear edge on the services of
the hotels. (Härtel, 2015)
Step 3 – Recruitment of suitable employees for the vacant position: The third stage in the
planning process is to invite the maximum number of suitable individuals for filling the
vacant position in the company. The management can use various internal and external
sources in getting the suitable candidates apply for the positions.
Step 4 - Selecting the suitable candidates : The next step in the planning process is to make
the final selection of the candidates who have applied for the job, the management need to
keep various test on communication skills, past experience, attitude and aptitude of the
employees. The selected candidates need to be appointed to the suitable positions. The best
matching candidates will get the positions.
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Step 5 – Evaluation and monitoring: The last step is to constantly evaluate and monitor the
performance of the individual based on the agreed KRA. The management need to analyse
the gaps between the agreed objectives and the results, in case of deficiencies the
management need to provide suitable training to the employees for becoming more effective
in achieving the required results. (Gannon, 2015)
Task 2
This task is intended to analyse the employee relationship management in the organisation,
this is mainly stated as the comprehensive system employed by the management in order to
provide the needed support between the employees and supervisors. This intends to assist in
creating and maintaining a cordial relationship among the employees and management so as
to focus on the desired targets and look to achieve the growth and development for benefit of
all stakeholders.
2.1 - Current state of employment relations in
hospitality industry.
The current state of employment relations in the industry has grown extensively with the
implementation of union. Unionisation is generally categorises as the process which enable in
organising the individuals in the companies from the industry and tend to act as a
intermediary between the management and employees, the main focus is to address the issues
and problems faced by the employees in a sustainable manner and provide the needed rights
and safety to all the employees. In the hotel industry, the unionisation tend to govern the
overall environment of work structure and also assist in creating a healthy and efficient
communication between the layers of management and employees. Furthermore, the leader of
the union will tend to address various faced by the employees in different companies and
industry, liason with the industry experts and management so as to involve in collective
bargaining for betterment of employees and other stakeholders. The leader tend to fight for
the better wages, salary hikes, working conditions, safety, job security and protection of other
rights. This also empowers the employees to feel safe and be focused in performing their task
in an efficient and effective manner, as their issues and problems will be addressed at a larger
forum and meaningful solutions can be taken. (Ahmad, 2010).
Furthermore, it is noted that the labour laws of the country is highly effective in framing the
stated guidelines for the employees and management. The employee laws of the country tend
to provide greater protection to the employees so as to safeguard their rights at all point in
time, it also advise the organisation to provide good working conditions, comparable pay
with minimum wages and job security thereby ensuring that the employees are highly
satisfied. The employment law also provided a clear guidance on the minimum wages even
for part time employees, the national minimum wages act of 1998 provides fixed working
hours for the employees and no workers will be entertained to perform their task beyond a
certain period of time, also there are other laws which provided greater importance on the
right to leaves which included maternity, paternity etc, provide suggestions to the
management to implement flexible working practices etc. The company has considered all
the recommendations and implemented the laws as it is in effect.
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2.2 – Impact of employment law on human resources
management
The employment law provides a clear impact in the management of HR in the company, as
this aims to achieve the clear mission and vision of the organisation in a sustainable manner,
also these laws enable the management to take proper decisions with respect to employee
relation in the organisation. The laws also assist in understanding the role of the employees
and determine the various terms and agreements related to the employment, the following are
some of the key laws which the human resource manager in the organisation need to follow
and adopt at all times:
Health and Safety Act of 1974: This act is focused to provide the health and safety measures
to the employees by the organisation at all times, in case of any injuries for the staff while
performing the activities the act provides a clear protection to the staff in terms of monetary
and other aspects. The signals related to the safety need to be places so that the employees
can be informed about them at all times. (Compton, 2014).
Licensing Act of 1964: The management of the hotel may have to provide necessary
beverages to the customers, for this they need to hold appropriate license from the
government to sell them. Hence it provides the rights to the company to sell those beverages
to the guests and served at a different place.
Protection of data 1998: This enable the hotel to protect all the critical information of the
guest and customers and they should not disclose them to other parties for profitable manner.
The data need to be stored in a safe and secure locations and needs to be monitored
consistently so as to avoid data theft and leakage.
Equality act of 2010: This act guides the organisation to not to discriminate between the
service provided based on various aspects like race, age, religion, gender etc. (Gomes, 2016).
Employee liability insurance: The implementation of action requires the company to provide
adequate insurance cover to its employees and the liability will be passed on to the employer,
in case of any harm or injuries to the employee at the workplace need to be covered.
Hence it can be stated that there are various laws and regulations which will enable in
protecting the rights of the employees during their term of service in the organisation,
furthermore the employer need to implement these rules without any exceptions which will
provide all the employees in the industry be protected at all times.
Task 3
This task provide a comprehensive analysis on the job description and specification for the
services related industry and also states in detail the selection process in different business in
the service related industry.
3.1 – Job description and person specifications
Recruitment and selection: It is widely stated that recruitment is considered as the key
process which tend to involve in inviting the applications from the pool of suitable
individuals for the specific job positions which are available in the organisation, whereas as
selection is the process of choosing the right candidate based on the available pool for
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specific job, the process of recruitment and selection tends to play a major role in measuring
the organisational performance and gain competitive advantage for the business enterprises.
(Barnard, 2016)
Job analysis involves in providing a detailed study on the various job requirements and
individual specification which are needed for the specific job through the gathering of
required data, analysing them, synthesising and reporting in a comprehensive manner. The
company is considered as one of the leading companies in the industry with the exceptional
workplace cultures. The employee in the employees of the organisation is considered as the
prime reasons for the achievements and rewards of the company. The individuals tend to
work together in harmony for realising the mission and vision of the organisation and tend to
build their careers in the organisation. (Gavrel, 2015)
The following is the detailed job description of the Direction of operations in the hotel:
As a direction of operations, the individual is mainly responsible for effective management of
key operations so as to realise the stated targets and exceed them with the related revenue
genrations and customer satisfaction
To associate with the general manager for managing the issues related to capital projects,
service delivery etc
Provide required assistance in the preparation of monthly budgets and other short and long
term strategic goals
Ensuring that the desired KRAs are met by providing sustainable leadership to the
management and employees
To provide relevant documents to the audit and monitor the progress
To comply with the rules and regulations of the government at all times
Organise training to the employees for enhancing their performance]
To gather the feedback from the customers and respond to them appropriately.
Person specifications
Under graduate degree in hotel management or equivalent qualification
Strong communication skills with experience in the food and beverage sections and room
management divisions
Experience in managing atleast 20 people and possess relevant experience in preparing
budgets and revenue forecast to the management
Indepth knowledge in the hospitality industry and service sector
Strong leadership skills with flair for motivating the team members
Take ownership and be accountable for the work
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3.2 - Selection process in various service businesses.
Selection process at Hotel Hilton Stratford: The company need to adapt to a clear selection
process in the recruitment of suitable candidates. The management employs exhaustive
selection process through the advertisements in company website, job portals etc the first
contact will be made with HR representative after the initial screening is completed the team
lead will have a direct interview with the candidates. After which the selected candidate will
meet with the manager and senior manager, this will be made between three to five sessions.
The candidates will be tested on the communication, negotiation, skills set and previous
experiences. (Barnard, 2016).
Selection process of Airways: In the airline business the selection process of the pilot is
mainly made by inviting the applications to the job and ask the candidate to fill the
application form. After the initial screening of the applications, the recruitment team will
shortlist the candidates are invited for the selection day. The selection process will take
atleast 10 days and the candidates will be presented at the Waterside London Heathrow
Airport. The candidates who qualify at all the stages will be placed at the training centre for
12 months after which they will be presented at the officers positions to the company.
The hotel industry and airline industry are related to the services sector however the
recruitment and selection process tend to be different based on the evaluation of the
application, initial screening, conducting interviews and selection of the candidates. The
method of technical evaluation is different among the industries and the management tend to
provide a clear structure on the personal interview and selection of the candidates through
different interviews.
Task 4
4.1 – Contribution of training and development
Education and development are activities that play an important role in the employee's and
organization's development and success. This improves productivity, supports team
development, security and so on. At Hilton, the staff are focused on the elderly to make the
job complete, efficient and qualitative. This also improves the productivity and quality of the
employees. Hilton training can be performed using the following methods:
Practical training is offered directly at the workplace, at work and at work. This training is
provided by experienced staff and is cheap. This type of training takes place outside the
workplace and there is active participation and further training. This training is done by
professionals and experts and expensive. It takes a lot of time to influence the work of
employees and organizations. (Gomes, 2016). Employee training and development programs
are modern because they deliver excellent results, increase productivity and minimize
business costs. Education and development are used together, but there are two different
concepts that must be understood. The two main differences lie in the fact that education is
the most efficient employee in the company and enables meeting the short-term needs of
society. The Hilton Hotel provides employee training to understand their roles and
responsibilities in order to perform their tasks effectively and conveniently. The employees
'growth improves the employees' overall personality, responds to the company's long-term
needs, but employee development also contributes to career development. (Gavrel, 2015)
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The Hilton Hotel in Stratford is a new structure and hotel staff have been trained and trained
for the training. Education contributes significantly to the organisation's success and
development. It also increases employees by enabling them to succeed in difficult working
conditions. The importance of coaching the organization and staff of the Hilton Stratford
Hotel is listed below:
Improved Staff Productivity: Hilton employees are recruited to perform their duties.
Education enables them to reach their long-term goals and gain a competitive edge among the
millions of candidates available to industry. This will continue to create growth and career
opportunities for employees in the future.
Organizational culture: Education and development programs support a positive work culture
that creates a learning culture that promotes the achievement of business goals and objectives,
a positive work culture that encourages employees to work effectively with the company.
(Henderson, 2010).
Improve the quality of products and services: Proper staff training improves the quality of the
workforce, fully meets the customer base of the hotel and improves the organization's image
for the public.
Increased profitability: Education and staff development improve corporate quality, which
increases the profitability of sales and thus the hotel industry.
Motivation: The training encourages employees to work more efficiently and develop them to
fulfill their roles and responsibilities.
Conclusion
We can conclude that personnel management in the service industry plays a very important
role in personnel planning, recruitment, education and launch. It is clear that the Hilton Hotel,
which opens a new hotel in Stratford, should pay more attention to its staffing activities,
which contribute to the development of employees and businesses. The report examines
different labor laws that create a positive relationship between management and hotel staff.
Of course, training and development activities are an asset for employees in the competitive
hotel industry.
References
Afonso, A. (2016) Human resources management in the service industry, Lecturer 9,
London. UKCBC College of Business and Computing
Ahmad, R., Solnet, D. & Scott, N. 2010, "Human Resource Practices System Differentiation:
A Hotel Industry Study",Journal of Hospitality and Tourism Management, vol. 17, no. 1, pp.
72-82.
Al Hrou, S.A. & Mohamed, B. 2014, "Human Resource Management Practice Tourism and
Hotel Industry", SHS Web of Conferences, vol. 12, pp. 1076.
Barnard, C. & Ludlow, A. 2016, "Enforcement of Employment Rights by EU-8 Migrant
Workers in Employment Tribunals", The Industrial Law Journal, vol. 45, no. 1, pp. 1.
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Compton, R.L., Morrissey, W.J. & Nankervis, A.R. 2014,Effective recruitment and selection
practices, 6th edn, CCH, North Ryde, NSW.
Cushway, B. (2011). The employer’s handbook: An essential guide to employment law:
Personnel policies and procedures.
Gannon, J.M., Roper, A. & Doherty, L. 2015, "Strategic human resource management:
Insights from the international hotel industry", International Journal of Hospitality
Management , vol. 47, pp. 65-75.
Gavrel, F. 2015, "Participation, Recruitment Selection, and the Minimum Wage", The
Scandinavian Journal of Economics, vol. 117, no. 4, pp. 1281-1305.
Gomes, A. (2016) Human Resources in Service Industry, lecturer 9, UKCBC College of
Business and Computing
Härtel, C.E.J. & Fujimoto, Y. 2015, Human resource management, 3rd edn, Pearson
Australia, Frenchs Forest, NSW.
Henderson, H. D. (2010). Supply and demand. Kila, MT: Kessinger Publishing. Kranz, R.
(2012). Affirmative action (rev. ed.). New York, NY: Facts on File.
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