Human Resource Management Report for Hilton Hotels - HND Hospitality

This report provides a comprehensive analysis of Human Resource Management (HRM) within the context of Hilton Hotels. It begins by outlining the purpose and role of HRM, including recruitment, employee relations, training and development, and employment legislation. The report then examines the creation of a human resource plan based on demand and supply analysis, considering resourcing strategies, scenario planning, and labour turnover analysis. The current state of employment relations at Hilton Hotel is assessed, followed by a discussion on how employment law affects HRM in a hospitality organization. The report explores the impact of legislation like the Consumer Rights Act 2015, employment contracts, and health and safety regulations. Furthermore, the report delves into job descriptions and person specifications using examples from the hospitality sector and compares selection processes across different service industries. Finally, it discusses the contribution of training and development to effective operations. The report concludes with a summary of the key findings and recommendations for effective HRM practices within the hospitality industry.

Human Resource
Management

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
1.1Purpose and role of human resource management.................................................................1
1.2 Human resource plan based on demand and supply analysis...............................................2
2.1 Assess the current state of employment relations in Hilton Hotel........................................3
2.2 Discuss how employment law affects the management of human resources in a hospitality
organisation of your choice.........................................................................................................4
TASK 2............................................................................................................................................5
3.1 Discuss a job description and person specifications through examples from a hospitality
organisation.................................................................................................................................5
3.2 Compare the selection process of different service industries businesses............................7
TASK 3............................................................................................................................................8
4.1 Training and development contribution in effective operations...........................................8
CONCLUSION................................................................................................................................9
REFERENCES..............................................................................................................................11
.......................................................................................................................................................11

INTRODUCTION
Human resource management plays a vital role in the organisation. It is connected with
all members who contribute their efforts for achieving desired objectives of the firm. In other
words, all staff members who are performing their responsibilities for a positive result as well as
growth of the firm. In addition to this, it describes the duties to workers as per their skills and
strength which helps to gain better outcomes. This assignment is based on Hilton hotels and
resorts UK, It was founded by Conrad Hilton in 31 may 1919. This is one of the biggest hotel
chain in the world which deals in hospitality and service industry(Renwick, Redman, and
Maguire, 2013.). This assignment will discuss about purpose and functions of human resource
along with different types of recruitment & selection approaches including their strengths or
weaknesses. It also involves explanation for benefits to employer & employee by different HRM
practices and impact of employee relations on decision making. Impacts of employment law on
the HRM in an organisation which are made by government authorities is given below.
TASK 1
1.1Purpose and role of human resource management
Role of human resource management:- Human resource management has important
role in managing individuals, from recruitment to their performance, training development etc.
Different roles of HRM are mentioned above:
Recruitment:- One of the important role of human resource management is to ensure
that there should be right people, at right time, and right place (Alfes and et. al., 2013). The HR
should recruit appropriate employees according to their roles. In Hilton the HR should maintain
staff level by recruiting right people.
Employee relations:- Employees are very important in a company, as they works for the
success and expansion of an organisation. It is essential for HR to maintain good relations with
staff through different ways. In Hilton hotels the HR should manage better relations to engage
employees by providing appropriate forums for development.
Training and development:- It is the responsibility of HR to ensure adequate training at
workplace by workshops or training courses, in order to encourage development of individuals.
In context to Hilton hotels, providing appropriate training to employees will help them to
perform daily operations effectively and leads to success of organisation.
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Employment legislation:- Complying with employment laws is very essential for an
organisation. The HR should ensure positive operative conditions and appropriate work practices
in an organisation by considering employment legislations. In Hilton hotels the HR should
consider employment laws and provide better working conditions to employees.
Purpose of human resource management:- There are different purpose of Human resource
management – planning, organising, directing, controlling, staffing, development and
procurement, etc. which are discussed below:
Planning:- Planning is very essential to determine goals, formulate programmes or
policies and to achieve the desired goals (Armstrong and Taylor, 2014). Forecasting is a vital
component in planning to ensure future activities of a business. In Hilton hotels the HR should
make appropriate plans and programmes to achieve desired goals.
Development:- It refers to development of employees skills, knowledge and values, so
they can perform in an effective manner in future. In Hilton hotels the HR should comprise
proper development of employees for better future performance.
Maintenance:- maintenance refers to promotion and protection of employees at
workplace. It involves medical, transport, housing, educational benefits etc. Various security
schemes like – gratuity, insurance, provident fund, etc. should be provided to employees. In
context to Hilton Hotels, the HR should consider the following maintenance factors to ensure
protection and promotion of employees while working (Bos‐Nehles and et. al., 2013).
1.2 Human resource plan based on demand and supply analysis
The human resource plan of Hilton Hotels determines the current and future needs of human
resource in the firm. By following demand and supply analysis in the organisation the human
resource plan is mentioned below.
Resourcing strategy:- The purpose of resourcing strategy of Hilton Hotels is to improve
competitive benefits through employees working in the organisation. Through resourcing
strategy staff cost can be decreased in Hilton hotels and productivity can be increased (Brewster
and Hegewisch, eds.,2017).
Scenario planning:- Human resource planning of the organisation should be flexible, in
order to accept the changes in the business premises. It should be capable of facing the changes
in the business environment. In context to Hilton Hotels the organisation should make
appropriate human resource planning to identify best opportunities in the industry.
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Demand and supply forecasting:- Hilton hotels should consider the present demand for
group by their terms of skill and number. It is essential for the Hilton hotels to calculate the
demand to reduce extra employee cost and scarcity of workers for achieving sustainable
competitive advantage of human resource.
Labour turnover analysis :- In Hilton hotels for arranging appropriate human resource
plan labour turnover analysis is very important. Analysing labour turnover helps in planning
formulation of the firm which will provide competitive benefits in the hotel business.
Environment analysis:- In Hilton hotel analysing organisational environment is
essential to utilise employees skills and capabilities in order to achieve desired goals. The
environment where individuals are working plays an important role in performing daily
operations and improving employees performance.
Resourcing:- In Hilton hotels, resourcing includes different activities like selecting,
attracting and setting human resources. Best way to attract employees is to provide better
working environment and granting new opportunities.
Flexibility:- Flexibility is one of the essential component of human resource in the
organisation. An organisation requires individuals with different qualities like – outsourcing,
subcontracting, multiple skills, etc. Considering all these factors in the Hilton hotels will provide
better solutions while facing challenging situations.
Productivity:- Employees productivity is very important in order to achieve desired
objectives in an organisation. In Hilton hotels productivity is measured highly as to improve
competitive benefits by reducing employees cost and attaining desired goals of the firm (Buller
and McEvoy, 2012).
2.1 Assess the current state of employment relations in Hilton Hotel
There are various laws which are made by the government, In other words it is the law
which are made for providing support to the employees who are working in an organisation. It
affects all the factors such as employer, staff members and firm directly. In this report we have
discuss some kind of legislations and their effects on business organisation they are as follows:
The consumer Rights Act 2015 – It comes in effect on 1 October 2015, this act is
defining the legal rights of consumers when they buys goods and service from producers. In
service industries there are some guidelines which have to followed by them such as The
provider must perform the service with reasonable care, where price is not mentioned, the
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service should be given at a reasonable price, The service should be performed at a given time
period. In the context of Hilton Hotel, if their staff members will not perform the service as the
user's requirements, the user would gave wrong feedback on the services. That may be negative
for the employees and management of Hilton hotel.
Employment contract- It is connected with employees who are working in an
organisation. It defines the importance of workforce in a company. It refers to employee
motivation, their productivity as well as their job satisfaction in service industry, If employees
are motivated the firm easily achieved their desired goals and get competitive advantage in the
marketplace. In service industries it is necessary to maintain their workforce for a long time
period. In the context of Hilton hotel, HR manager should provide job security and job assurance
for their staff it will bring positive result to the firm. They will easily maintain their services by
doing such things as employees are disciplined at workplace, overtime reward, if employees of
Hilton hotel will get motivated they might bring effectiveness in their work and providing best
service to their consumers it will increase the number of customers.
Health and safety at work- It is an important legislation which affects directly to the
firm and their staff members. In UK, as an employer, you should not only hire the workers but
also their safety is also a legal responsibility. In Hospitality industry there are various cases when
staff members get injured on workplace. It will bring negative impact on service industries
because it will reduce the number of employees. By providing guidelines and training to low
skilled workers it can be reduced. In context of hilton hotel, HR manager should create a policy
for health and safety for their employees and they have to recruit a person who will responsible
for it.
2.2 Discuss how employment law affects the management of human resources in a hospitality
organisation of your choice.
Employment law – It is a law which defines the legal rights of employees it includes
working hours, minimum wage and a maximum working week. In addition to this, employer and
employees must follow the contract which is accepted by both parties. It is a determination of
work routine and maintain better relationship between superior and subordinates. It is also define
as labour law. It helps in provide security and human rights to workers at workplace. It is mainly
defines the duties of employees and employers. If the contract ends by a party, It will be a type
of notice which is given by one party to another. Furthermore, in this law minimum wage of an
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UK employee £6.31 for over 21 years old according to National minimum wage act 1998. under
this act employees have right to leave for child care, and the right to working in flexible working
hours. In the context of Hilton Hotel, HR manager should maintain reliability of their workers
towards the organisation by giving them all facilities under the employment act 1998. they
should maintain a employee cost which will help them in overcome the cost regarding issues.
Being a HR manager of Hilton hotel they should focus on the relationship of management and
staff members which will be helpful for getting success. It will eliminate the conflicts between
the employees which are arose on the basis of gender, race, religion. In this, It will assist to
manager for making decision on employee wages.
Gender pay gap – It is also an important part of employment law act, It refers to average
difference of remuneration between male and female employees. Both are working in a same
field, same designation but their wages are not same. Further more, it will be a problem when
both are working at a same field and have a proper knowledge of doing work. Generally female
employees get less salary than the male employees so that the gap will be arise. Being a HR
manager of Hilton hotel, they should remove gender pay gap in their organisation so employee
will take equal remuneration of their work.
TASK 2
3.1 Discuss a job description and person specifications through examples from a hospitality
organisation.
Job description- It is defined as a set of documentation which describes responsibilities,
duties for doing a specific task. In addition to this, it explains the needs of a workplace where an
individual applying with specifying skills and qualifications. This gives clarification to both
parties employer and employee, which is good for them. It is an important part of recruitment
process, By which employer can inform the applicants for the job profile. It is very useful for the
applicants, because by this process they may know their role, remuneration, incentives in the
organisation. It helps companies to chose a suitable candidate for the organisation.
Being a HR manager of Hilton hotel they should set a criteria for select the right kind of people.
In this criteria some following points are mentioned they are as follows:
 Set a minimum qualification standard and proper guidelines to applicants such as salary,
signing bonus, allowances etc.
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 Post advertisement with both factors offline and online.
 Selection process will be defined to applicants in advertisement.
 Selection team will take various selection test before selecting a candidate such as
reference and background check, drug testing, personal verification etc.
 Quality test will be held for checking performance of applicants
 List the responsibilities which are required by the management for performing the job
 Publishing channel will be authentic where candidates will easily access to it
 Define promotion in the role.
 Directly called the candidates with proper specification.
 Summarize the role in simple and easy language which can be understand by applicants
 Verification is required from Hiring manager and management team.
Person specification- It is an element of recruitment which facilitates the recruiter to
communicate with selected candidates with knowing their qualification, skills and previous
experience. Furthermore, this helps recruiter to short-listing the selected candidate. It gives
facility to recruiter that they chose desired applicants who is fit for the organisation. This
includes soft skills, job specific capabilities which are useful for performing recruitment process.
It helps to applicants by defining their abilities, personal qualification which is important to
recruiter before applying in an organisation. It is very useful for both recruiter and candidate
because it clarifies the recruiter to what their organisation wants and how the applicants may
satisfying their wants. This defines the abilities to the candidate which is helpful in applying.
In job description and personal specification, recruiter should maintain this format which are as
follows:
 Name of organisation : Hilton Hotel and resorts
 Name of department : customer relationship executives
 Number of posts – 10
 Job title – Business associate
 summary of the job – customer relationship executive helps the customer and build
relations with new customers by checking availability status, Pricing facility, and solving
other small kinds of their problems and help them to having a pleasant experience before
staying
 key responsibilities -
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 Managing calls of the customers for availability of staying
 Taking feedback of the consumers
 Managing their problem with a quick solution
 Enquiring services which are provided by the staff of the hotl
 Reporting feedback of customers with their superiors
For person specification
 Publish the date of interview and candidates should be aged between 18-30 years.
 On the date of interview, candidates should bring their original documents of
qualification with them.
 Past experience must be necessary for required job.
 Candidates have must ability to deliver the high level of customer service to build better
relations with them.
3.2 Compare the selection process of different service industries businesses.
Selection process – It is the process which is related with right person on right job. It is a
procedure which is using by every organisation, It helps to management to identifying a suitable
candidate who matches with the needs of organisation. By using this process, organisation
evaluates capabilities and strengths of various persons and chose one person whose capabilities
and strengths are similar to their expectations.
In present assignment we have to Compare the selection process of Hilton hotel and McDonald
Interviews – Both organisations having great presence in marketplace. Hilton hotel is the
name which is dealing in hospitality but McDonald is dealing in fast food chains. In the service
industry interviews are the important factor of selection process. Interview is taken for selecting
suitable candidate on a suitable job. In addition to this, through interview management can make
decision on selecting candidate for the upcoming round.
Presentation- In Hilton, HR manager should take presentation from the applicants for
checking their communication skills. But in McDonald their HR team should not checking their
communication skill because they have a less time for dealing with customers.
Tests – It is an important factor which measures the technical knowledge or mental
knowledge of candidates In Hilton, HR manager should examine mental ability of applicants by
organising aptitude test. In McDonald there will be no test will be organised by their selection
team because they should check energy of applicants in providing service to the customers
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Psychometric test – This is the test which assists management to know the personality
traits of a candidate. Being a HR manager of Hilton they should organise this test for analysing
physical fitness of applicants or in other words to find fit candidate for the purposed job. In
McDonald they should also conduct this but they evaluate their performance during the given
task.
Offer letter- After various test, offer letter will be given to the selected candidates. It is
the last part of the selection procedure. In the context of Hilton, their HR manager will hire the
candidates as per their requirements but they will providing on role offer letter after evaluating
their performance. In McDonald management will provide on role offer letter to those candidates
who have selected by their HR team.
TASK 3
4.1 Training and development contribution in effective operations
Training and development has vital role in enhancing business operations and its
performance. It improves skills and knowledge of human resource in the organisation.
Contribution of training and development in effective operations in Hilton hotels is discussed
above.
Increased consistency:- Providing appropriate training and development increases
employees continuous experience and knowledge. Consisting knowledge help in completing
tasks at time, without any problems. In context to Hilton Hotels, appropriate training
programmes will hep in increasing individuals knowledge and skills.
Employees productivity:- Training and development are necessary to increase
employees productivity, in order to perform the operations assigned to them. Proper training
helps them to perform their responsibilities in effective manner and increases productivity which
will be beneficial for their career growth. In context to Hilton Hotels effective training
programmes will increase employees productivity in the organisation.
Organisational culture:- Training and development is very important to abolish growth,
environment of variety and value development in the system. It also leads to development of
learning culture in the firm. In context to Hilton hotels, training and development programmes
will help in developing learning culture of organisation.
Organisational performance:- Training and development are necessary to improve
organisational performance. It helps in acquiring effective performance for long time. It saves
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time and reduces efforts to perform daily operations. In Hilton Hotels it will improve employees
performance and save efforts and time.
Team spirit:- Team spirit is very essential component in hotel industry, to achieve
desired goals. Effective training and development activities creates team spirit between
employees working in the organisation. In context to Hilton Hotels training and development is
necessary, as team spirit is important element in industry (Chang, Wang and Huang, 2013.).
Profitability:- Providing appropriate training and development reduces the productivity
cost, hence wastage level of resources will be decreased. By this way it leads to higher
productivity, which will be beneficial for the organisation. In Hilton Hotels developing skills will
help in increasing profitability of the organisation.
Optimum utilisation of resources:- Training and developing skills provide opportunity
to utilise the organisational resources effectively at right time and right place through
behavioural and technical skills. In context to Hilton Hotels technical skills will help in proper
allocation of resources and help individuals in fulfilling personal growth.
Competitive advantage:- Effective employees in an organisation helps in assisting
growth which provides competitive benefits to the firm. By conducting effective training
programmes efficient team of employees can be formed. In Hilton Hotels by providing efficient
training program effective personnel can be formed to achieve desired objectives.
CONCLUSION
From the above project report it is concluded that human resources management plays a
vital role in organisation by performing various functions like – recruitment, training, selection
and maintaining staff level in the organisation. The human resource plan determines the human
resource requirements in present and future in an organisation. Further maintaining better
relations with employees will motivate them and increase their morale and productivity.
Employment laws determines the rules and regulations concerned with the employees and the
organisation which should be considered in an organisation. Job description involves rules and
all information related to the job. Furthermore, selection is a process of identifying appropriate
individuals according to the job description through various techniques. Training and
development programmes helps in improving employees skills and knowledge to perform daily
operations in an organisation. Efficient training programmes provide directions to individuals to
deal with the critical situations in the organisation.
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