HRM Report: Analysis of HRM Practices at Hilton Hotel Stratford

This report provides a detailed analysis of human resource management (HRM) practices within the context of Hilton Hotel Stratford, focusing on the service industry. The report begins with an introduction to HRM and its strategic importance, followed by an in-depth examination of the role and purpose of HRM at the hotel, including planning and forecasting, recruitment processes, employee contracts, monitoring, training and development, and budget monitoring. It then justifies a human resource plan, considering internal and external factors affecting the service industry and outlining organizational objectives, employee needs, and forecasting methods for demand and supply. The report assesses the current state of employment relations in the hotel industry, including unionization, workplace trust, and employee participation. Furthermore, it explores job descriptions, selection processes, and the contribution of training and development activities. The report concludes by summarizing the key findings and highlighting the significance of effective HRM in the success of service-oriented organizations like Hilton Hotel Stratford.

HRM

Table of Contents
introduction...........................................................................................................................................3
TASK 1 ................................................................................................................................................3
1.1 Analysis of role and purpose of human resource management in Hilton Hotel Stratford ........3
1.2 Justifying a human resource plan ..............................................................................................4
TASK 2 ................................................................................................................................................7
2.1 Assessment of current state of employment relations for Hotel Industry..................................7
2.2 Affect of employment law on the management of human resources .......................................8
Task 3....................................................................................................................................................9
3.1 Job description of Receptionist in Hilton..................................................................................9
3.2 Comparison of different selection process .............................................................................10
TASK 4...............................................................................................................................................12
4.1 Assessment of contribution of training and development activities.......................................12
conclusion...........................................................................................................................................14
References..........................................................................................................................................15

Illustration Index
Illustration 1: Organisational Chart......................................................................................................8

INTRODUCTION
Human resource management (HRM) is an important aspect of working of an organization.
It aims to manage people and the aspects related to them in the workplace. Apart from handling the
employee centred activities, an essential role is played by HRM in development of strategy of a
company. Service industry is involved in provision of services or intangible goods to consumers.
HRM makes a vital contribution to the functioning and growth of organizations in service industry
as well. The present report focuses on human resource management for service industries. Various
scenarios have been analysed in the report. Based on those scenarios, efforts have been made to
understand human resource management (Cho and et. al., 2006). Further, the effect of employee
relations and employment law on service industry has been analysed. Information has been obtained
about the recruitment and selection process. Lastly, the report makes an attempt to understand
training and development in service industries business.
TASK 1
1.1 Analysis of role and purpose of human resource management in Hilton Hotel Stratford
The concept of human resource management can be described as a function which is
designed to maximize employee performance in accordance with the strategic objectives of the
organization. Primarily, it is concerned with management of people within organizations by
focusing on policies and systems. Following is the analysis of role and purpose of human resource
management in Hilton Hotel Stratford:
 Planning and forecasting- HRM plays at the Hilton hotel plays an important role in
forecasting labour needs of the organization and the effect these will have on the business.
One of the basic forecasting task that is performed by HR management is related to the
projection of organizational chart. HRM is also involved in keeping a close check on the
declining sales and making forecasts in relation to it. Following it, forecasts about the staff
requirements are made by HR (Kolb, 2014). The purpose of HRM is also to forecast the type
and number of workers that will be required by Hilton hotel Stratford.
 Recruitment process- Recruitment is one of the most important function which is performed
by HR. HRM helps in finding and attracting capable applicants for employment. Talent
selection and acquisition is considered to be a complicated process which is performed by
the HRM function. The human resource team is involved in sourcing and mining of talent.
They also screen, evaluate and analyse the applicants. In this way, the HRM at Hilton Hotel
Stratford analyses organizational gap and attracts, evaluated and hires employees to fill that
gap.
 Contracts of employment and deployment- the purpose and role of HRM is also reflected
in the form of contracts of employment and deployment which are prepared by the HR team

(Riley, 2014).
 monitoring of employees- The purpose of HRM at Hilton Hotel Stratford is to monitor the
employees regarding various aspects at all levels of the organization. The HR managers
work together to provide advise to the managers regarding the different roles that can be
assigned to the employees within the hotel. HR management also monitors the employees to
determine their concerns and the issues that they are facing.
 Training and development- it is one of the key purpose of HRM to ensure that the people
within a business possess the right set of skills and qualifications so that current and future
needs can be met. By responding to the changing and dynamic demands of the competitive
environment.
 Budget monitoring- HRM also plays a vital role in budget monitoring at Hilton Hotel
Stratford. The forecasts made by human resource manager helps the hotel to plan budgets on
the future staffing levels. For example, if demand forecasting indicates the need for more
staff at the hotel, HR review determines the best way in which this could be handled. Every
year, the HR manager is responsible for forecasting personnel costs with the help of
budgeting (Hoque, 2013).
Soft HRM is concerned with treating the employees as the most important resource that
organization possesses. A per this views, the employees are considered to be competitive advantage
for the hotel. The role and purpose of soft HRM is to focus on the needs of the employees, their
roles, rewards and motivation. This is do to gain strategic focus on long term workforce planning. It
plays a vital role in the hotel by maintaining two way communication, appraisal systems, employee
empowerment, rewards etc. In contrast to this, hard HRM treats the employees merely as a resource
of business similar to machines and buildings. The purpose of this HRM is to have a strong link
with the corporate business planning.
1.2 Justifying a human resource plan
Human resource plan can be formed on the basis of analysis of supply and demand with
reference to Hilton Hotel Stratford. The environment is changing and the guests expect high degree
of convenience and high quality services at the hotel. Time has become an important factor and the
guests assign great value to it. Hence, they expect the hotel staff to provide services as and when
they are required. There are various internal and external factors which affect service industry.
There is high level of competition in the service industry (Arasli, Bavik and Ekiz, 2006).
Hilton Hotel is a five star luxury hotel and is renowned for its high quality service. There are
a number of new entrants which are snatching the customers of existing hotel organizations. In
order to stay competitive, Hilton hotel Stratford is required to maintain its standards. HR planning is
also impacted by legislation (Benjamin, 2015). The laws on non- discrimination, safeguarding,

confidentiality etc. are all required to be followed by HRM. Internal policies and procedures related
to employee relations also impact the activities of HR.
The human resource plan for Hilton Hotel Stratford can be explained as follows:
Organizational objectives
 To provide high quality service and keep to the standards of Hilton Group
 To provide a range of services to the guests on time To provide expertise in every area of service offered by the hotel
Employee needs
The hotel needs an executive assistant manager, room divisions manager, accounting
manager, marketing and sales staff, purchasing department and food and beverage department.
Further, the room divisions manager would work with the help of a team which will comprise of
front office, housekeeping, telephone and security.
The employees need to be trained in providing various services. Language training is also required
to be given so that the hotel is able to provide multilingual staff to the guests. The hotel also
requires additional staff to provide the wide range of services that it claims to offer (Wilson, 2014) .
Assessment of employee needs
After assessment of employee needs and analysis of supply and demand, it can be evaluated
that external as well as internal staff will be required for fulfilling the needs.
Forecasting Demand and Supply
Forecasting is a process of estimating the future requirement of human resource in Hilton hotels.
The process is done with the help of estimation of figures that the company may require in the
future. Foresting involves determining the estimated number of personnels that the organization
may need. To estimate demand of a company the sales figured are examined. The sales figure
highlight the current position of companies product in the market (Chang, Gong and Shum, 2011).
Then the personnel required are estimated. Supply requires the determinants of personnels currently
available for the job. There are two ways to supply forecast. First, is internal i.e. the employees
currently working in Hilton and second are from the outside of the organization. Human resource
deficit occurs when the demand for the human resource exceeds the current personnels available to
the organisation. On the other hand human resource surplus occurs when the hotel's workforce
supply exceeds Hilton's demand.
Actions taken in case of human resource surplus:
 Hilton can terminate the employees that are not working efficiently for the company.
 Retirement, deaths and voluntary resignation may generate scope to reduce human
resource surplus (Wilson, 2014).
 In case of job sharing, the company can terminate the employee with less job

responsibilities.
Actions taken in case of human resource deficit
 Overtime work opportunities can be given to the existing employees.
 Employee hiring can be done in both full time and part time work category (Hoque, 2013). Role change, promotions and transfers can be done in the department who are feeling
shortage of employees.
Demand during the peak and off peak seasons
A peak period is when demand of human personnel increases subsequently. The peek period
is generally referred to the time where rate of requirement of job increases in the system. Peak
period in hotel industry is evaluated with the help of tourist traffic in the country. Peak season for
the Hilton hotel is between April and October. Tourism is on peak in the months of April and
October thus the requirement of human personnels is high in the period. Off- peak seasons are the
seasons apart from the peak seasons i.e. April an October.
Internal set up
For fulfilling some needs of the employees, such as training for housekeeping and other
regular processes of hotel, the existing staff can be appointed. However, for training the staff for
new services such as spa, multi lingual skills, fitness room, Sauna and steam room, external staff is
to be recruited. This would be done via external recruitment (Shamim Khan and et.al., 2013).
The following is the organizational chart to support the business plan.
Number of employees required in each position:
 General Manager- 1
 Executive Assistant Manager-1
 Personnel-1
 Accounting-2
 Marketing and Sales-1
1. Reservations- 2
2. Convention Services-1
 Purchasing- 2
 Room Division-1
1. Housekeeping-5
2. Front office-2
3. Security- 4 (Shift Bases)
4. Uniformed service- 1
5. Telephone- 1
 Food and Beverages-

1. Food Production- 5
2. Restaurant- 5
3. Bars-1
4. Banquet and Catering- 5
5. Room Service- 4
General
Manager
Executive
Assistant
Manager
Personnel Accounting Marketing
and sales Purchasing
Room Division Food
and Beverage
House
Keeping
Front
Office
Security Uniformed
Service
Telephone
Food
Production Restaurants
Bars Banquet
& Catering
Room
Service
Reservations Convention
Services
Illustration 1: Organisational Chart

TASK 2
2.1 Assessment of current state of employment relations for Hotel Industry
The current state of employment relations for hotel industry can be assessed. Hotel industry
is labour intensive sector which is characterized by lower levels of affiliation to employer
organizations and trade unions.
Unionisation
Currently, hospitality industry suffers from a low rate of employee engagement. Hotel
organizations are facing threats of unionisation, lack of trust and poor customer service. Workplace
trust has been a major aspect in the employment relations of hotel industry. There has been observed
a decline in trust (Garlick, 2015). The employees do not trust their management to make right
decisions during the situations of uncertainty. Due to this high level of mistrust on the management,
the hotel organizations like Hilton Hotel Stratford become vulnerable to unionisation. Lack of trust
has negatively impacted hospitality companies in various ways.
On assessing the current state of employment relations for hotel industry, it was found that
collaboration and cooperation are critical among hotel workers. Employees who belong to strong
work culture take the responsibility of stepping up and crossing training one another. They are also
ready to assist their co-workers in all the areas of work within the hotel.
Employee participation
Employee participation is a key factor at Hilton hotel. The human resource department of the hotel
engages the employees to raise their participation in the company. Participation is important as it
provides the feeling of empowerment within the employees. The employees are guided by the
managers mentors who guide and motivate the employees. The company has introduced a SPARK
management program in order to develop the working skills of the employees (Cho and et. al.,
2006). Employees involvement in the workplace as it helps both the management and the employee
to interact and know the strengths and weakness.
Conflict management
Conflict management deals with the conflict and grievances that arise in the hotel.
Grievances are part and parcel of the workplace. But it is important for the human resource to
engage the employees and solve the conflict among them. Hilton hotels gave formulated specific
grievance procedure for employees to manage the conflict situations. Various emails and
supervisory advise is available to the employees to improve the working conditions in the company.
The company aims to solve the grievances and conflict in a soft and smooth manner. In case of
serious issues among the employees the line manager may decide to suspend the duties of the

charged employee (Noe and et.al., 2014) .
Empowerment
The training and development department of the Hilton hotel strikes to motivate and empower the
employees. The human resource of Hilton believes that communication is the key tool to improve
empowerment among the employees. New joinees in the company are hesitant to take up new roles
and responsibilities. It is up-to the supervisor or the managers to empower them to join in new
responsibilities. The human resource management of the company guides the employees toward
their empowerment through the use of real life examples. This helps them to improve their skills
and motivate them.
Cordial and harmonious relations among the employees the management improves
compatibility among them. A good harmonious working environment for the development of the
employees and company (Ford, 2014).
2.2 Affect of employment law on the management of human resources
Employment law is formulated for to cover the rights of employee/employer relationship
except the negotiation process which is covered in the labor law. Employment law was framed to
safeguard and describe the rights and duties of the employee and employer working in an
organization.
 The Employee Relation Act of 2004 (Employment Relations Act 2004, 2015), describes the
relation between the employee and the employer. It consists of right of candidate appearing
for a job. Thus each owner employing the individual in the company has obligations for
them.
 As per Section 23 of the law (Employment Relations Act 2004, 2015), every employee
consists of equal rights and power assigned to them as their job responsibility. The company
has to understand the integrity of each employee and they must be provided with
development opportunities (Landis and Brislin, 2013).
 The Employee right act of 1996 (Employment Rights Act 1996, 2015), says that the
employer must disclose elements like termination, salary statement, rules and regulation, job
responsibility, leave statement and etc. The employee is entitled to minimum notice period
which he is entitled to serve in the company. It is important for the employer to make clear
terms of basis of the termination.
 An employees contract in the hotel can be terminated on the bases of dismissal (Section 40
of the act) (Employment Relations Act 2004, 2015) and redundancy (Section 105 of the act)
(Employment Relations Act 2004, 2015). The employers is authorized to follow strict
procedure in case redundancy. Redundancy only occurs in the case of closure of the
organization or reduction of staff. The employee has a right to get paid with the minimum

amount as per the redundancy policy of the company (Wilson, 2014) . The employer must
pay to the employee as per his/her job profile.
 As per Judicial Pensions and Retirement Act 1993 (Judicial Pensions and Retirement Act
1993, 2015). retirement in the UK's hotel industry is granted in the age of 65. Retirement is
a form of resignation which a employee is not bound to take, but is voluntary as per the
companies policies. Some employees decide to set a retirement age which is also voluntary
as per the needs of the employer. According to Part V of Employee right act of 1996 (Employment Rights Act 1996, 2015) ,
the employee is entitled to paid and non paid leave by the hospitality industry. Employees
are entitled to benefits which include holidays, medical facility, insurance and wellness
programs. Maternity and paternity leaves are granted and included in the employment
contract. Maternity and paternity leave is the right of the employee to take on the basis of
their suitability. The hotel is bound to grant these leaves and no discrimination can be
addressed on grounds of leave approval.
The advisory, conciliation and arbitration service is non public body of the government. Its
aim is to provide information about the conciliation and arbitration services of the company. These
services improve the working life of the organization by promoting industrial relations in the
hospitality industry. ACAS is an independent body which works for resolving the disputes of the
employee in the industry. The body provides advice's to the employer to promote cordial and
healthy working environment in the company. It provides expert counseling and advice's in cases of
disputes. These advices aim to provide support services to the employer and the employee (Sun, L.
Y., Aryee, S. and Law, 2007).
These services improve and build the employee to work better in the organization.
TASK 3
3.1 Job description of Receptionist in Hilton
Receptionist job description is a list of functions, tasks and responsibilities of the position.
The hotel receptionist is a trained person whose major duty is to welcome guests in the hotel.
Reservations in the hotel are checked by the receptionist. He/she must be able to attend to every
need of the guest of the hotel. He/she must be very friendly and courteous towards the guest. It is
the receptionist duty to generate remarkable first impression on the guest. She/he must make it to
her sole responsibility to make the guest feel comfortable in the hotel (Karlan and Valdivia, 2011) .
Receptionist job description is described below-
Job description for Receptionist job in Hilton Hotel-
Name of the organization- Hilton hotel

Job Position- Receptionist
Job Location- London, UK
Reports To- Human Resource Manger
Dates of interview- 06th January, 2016
Duties and Responsibilities-
 To manage front office duties like meeting and greeting the guests and courteously
attending to the needs of guests.
 To properly communicate with the guest. To build a good understanding to their needs
(Shamim Khan and et.al., 2013).
 To attends emails, calls, filing of switchboard and transferring calls to the desired guest.
 To manage to take any extra responsibility induced by the manager of the hotel.
 To complete the procedure and paper work of check in and check out by the guest.
 To answer any extra request of the guest. To also deal with questions related to the inquiry
of bookings in the hotel. (Fleck and Kraemer, 2014)
Job specification for Receptionist job in Hilton Hotel-
Educational Qualification- The receptionist must have a experience to work in the hospitality
industry. The person should be graduated in hospitality management with a degree in first grade
from a reputed institution. He/she must have served as a intern in a reputed hotel or hospitality
organization.
Age- 23 to 26
Gender- Male/Female
Skills and Knowledge-
 The receptionist must be excellent in spoken English language.
 He/she must be efficient in communication skills (Budhwar and Debrah, 2013).
 He/she must be patient enough to handle request of patience and to solve any issue faced
by the guest.
 The individual must be efficient user of technology and computers. They must know how
to operate all Microsoft office features (Harrison, 2011). The receptionist should be able to work in a team.
Work Experience- A minimum of 2 year experienced is compulsory for the job profile.