HRM Selection Process: Analysis of Literature Review and Findings

This report analyzes the HRM selection process, emphasizing its critical role in organizational success. The assignment includes a literature review of two research papers. The first paper examines the relationship between hotel staff service delivery, customer loyalty, and financial outcomes, highlighting the importance of effective employee selection and communication skills. The second paper explores the impact of recruitment and selection criteria on organizational performance, specifically in the context of hotels, and highlights the importance of employee selection based on customer satisfaction. The report summarizes the findings of the papers, emphasizing the significance of aligning employee capabilities with the needs of the business and customer satisfaction to drive revenue and maintain a positive reputation.

Running head: HUMAN RESOURCE MANAGEMENT
Human Resource Management
Name of the Student
Name of the University
Author Note

1HUMAN RESOURCE MANAGEMENT
Portfolio: Selection
Introduction:
The selection is a major part in the overall recruitment process which is conducted by
the human resource management department of any organization. The selection procedure
includes the evaluation of the information shared by the probable employees for the
assessment of the recruiters regarding the possibility of matchup between the capabilities of
the probable employees and the recruiter’s desired competencies or the skills. The selection
procedure will include the communication tests along with an assessment of employee’s work
history. The paper is focused in describing two well-made contents on the process of
selection and the responsibility of HRM in the purpose.
Literature Review:
The relationship between hotel staff service delivery with customer attitudinal loyalty and
financial outcomes.
The different aspects of the business like the customer satisfaction, customer loyalty
or the financial growth of the organizations depend on the appropriate selection of the
employees who are able to provide the utmost quality. The paper is able to deliver the
important factors which influence the service delivery, customer satisfactions and the
customer loyalty. Apart from these business aspects the paper evaluates the effectiveness of
the employees in achieving those mentioned aspects and assesses the selection of the
employees with precise focus on the quality of the employees. The paper analyses 60000
survey responses from employees of 314 number of hotels in North America where the result
showed that the customer satisfaction is a significantly important aspect in the customer’s
attitudinal loyalty and in order to meet those requirements, the selection of the employees is
in need to incorporate the test of communication and complete analysis of the previous work

2HUMAN RESOURCE MANAGEMENT
histories as well in order to evaluate the capability of the employee in managing the
customers.
The Impact of Recruitment and Selection Criteria on Organizational Performance.
The paper evaluates the user generated online reviews in order to formulate the
benchmarking insights regarding the customer satisfaction. The study is conducted among the
four star and five star hotels in Hangzhou. The result of the study provided a clear
justification of the need of the customer satisfaction in increasing the revenue and reputation
of the organizations. The paper was able to gather seventeen attributes that had the capability
to influence the customer satisfaction and selection of the employees was one major attribute
among them. The paper clarified the importance of the selection on the basis of the
employees’ merits in effective communication with the customers.

3HUMAN RESOURCE MANAGEMENT
Bibliography:
Timmerman, J. (2013). The relationship between hotel staff service delivery with customer
attitudinal loyalty and financial outcomes.
Zhou, L., Ye, S., Pearce, P. L., & Wu, M. Y. (2014). Refreshing hotel satisfaction studies by
reconfiguring customer review data. International Journal of Hospitality
Management, 38, 1-10.