HRM in Service Industries: Hilton Hotel Stratford Branch Report

This report examines human resource management (HRM) within the context of Hilton Hotel, focusing on the opening of a new branch in Stratford. It begins by outlining the role and purpose of HRM, including recruitment, training and development, employee relations, and compensation. The report then details the creation of a human resources plan based on supply and demand analysis, including advertising, recruitment agencies, interviews, and training programs. It assesses the current state of employee relations, highlighting key aspects such as employee requirements, salary, compensation benefits, employee unions, and motivation. The report further analyzes the impact of employment law on HRM, covering legislation like the Employment Relations Act, Employee Rights Act, equal opportunities, contracts, and the role of ACAS. Finally, it explores job descriptions and person specifications, including the requirements for various roles within the hotel, such as receptionists, banquet managers, cleaning staff, chefs, and waiters.

Human Resource
Management for Service
Industries

Table of Contents
Task 1...............................................................................................................................................3
1.1 Role and Purpose of human resource management in Hilton Hotel Stratford......................3
1.2 Human resources plan based on an analysis of supply and demand for Hilton Hotel
Stratford.......................................................................................................................................4
Task 2...............................................................................................................................................5
2.1 Assess the current state of employee relations of Hilton hotel.............................................5
2.2 Employment law affects the management of human resources of Hilton Hotel...................7
TASK 3............................................................................................................................................8
3.1 Job description and person specification...............................................................................8
3.2 The selection process of different service industries business to that of Hilton Hotel.........9
TASK 4..........................................................................................................................................10
4.1 Attached in Power point presentation.................................................................................10
CONCLUSION..............................................................................................................................11
REFERENCES..............................................................................................................................13

INTRODUCTION
Human resource management act as a soul for any industry as it aims at recruiting and
selecting employee who will help the firm in carrying out organisational operations effectively.
The report will evaluate several roles and responsibilities of trainee Human resource manager
appointed by Hotel Hilton for their new hotel branch opening in Stanford. Hilton is the leading
hotel of the industry serving its services across the globe and still expanding continuously in
order to achieve competitive advantage. Further, the report will analyse the employee's and
management relationship in hotel industry. Moreover, it will evaluate the impacts of legal
framework on employment in the Hotel industry of UK. Hence, the report will examine the
various methods and importance of training and development in Hilton Hotel.
Task 1
1.1 Role and Purpose of human resource management in Hilton Hotel Stratford
Hospitality industry is the most diverse industry than other industries. This industry
selects youngsters with most scholarly and traditional diversity. Human resource management
manages this diversity for both the workers and organization.
Recruitment
Hotel Hilton is opening its new hotel at Stratford city and for this purpose the hotel will
need recruitment of 80 employees to work in it. First the role and purpose of HR is to prepare a
list of employee requirement in the area of service, security, luggage, parking department and
multi-lingual staff (Boella and Goss-Turner, 2013). Then HR will hold an interview session in
order to enlist the skilled employees. Then HR manager will select the enlisted worker for the
new established hotel at Stratford city.
Training and Development
HR manager's role is to oversee the skill development and training programs retained in
the hotel to give staff members the opportunities to forecast their skills and ethnic diversity.
Training sessions can undertaken through mentoring the workers and instructing them about the
objective and requirement of new hotel.
Employee relations

Role and purpose of HR in hotel Hilton is to develop such organization's culture that
focus on employee's interests and worries and encourage the employee (Stredwick, 2013).
Positive relations with employees can develop better turnover, better service to the customers
which will ultimately help the new division of the organisation to achieve it goals.
Employee Compensation Benefits
HR manager should develop and administer a employee benefits compensation system
which offers incentive to the employee. This process will ensure the recruitment of top talent that
will stay on with the new business office and will help the hotel to achieve the objectives. It's the
main purpose of HR manager establish a Benefit Coordinator of given entity which can discuss
the benefits package with the staff individually or in the group.
Policy Formulation
Its is HR responsibility to coordinate with hotel department managers on the formulation
of policies which will help labourer about the hotel is expecting from them. These policy
formulation will also assist the hotel department to evaluate employee's performance (Alfes and
et. al., 2013). This evaluation will help the new Hilton hotel to achieve its goals.
1.2 Human resources plan based on an analysis of supply and demand for Hilton Hotel Stratford
As per the need for the expansion of Hilton hotel Stratford, the new hotel demands 35
more employees in it. In order to fulfil this demand, HR needs to prepare a plan to analyse on the
demand of employees in new branch. The following may be the processes which can assist hotel
department to fulfil this needs.
Advertisement
Hilton hotel Stratford can place an advertisement in any newspaper or online for the need
of 35 employees. The mentioned industry can also advertise its requirement on its website, so
that people can read that advertisement and apply for the vacancies. The hotel can mention the
requirements, qualifications, skills and vacancies available in the hotel.
Communicate with Recruitment Agencies
Human resource manager can build a communication with many recruitment agencies
about the demand of employees (Messersmith and Wales, 2013). Description about the

educational and ethnics should be given to the agencies so that they can search the worker
according to demand of the stated organisation.
Personnel interview
The hotel management will receive more applications than 35 employees for the jobs.
For the selection of 35 employees needed in new opening division, a personnel interview session
must be held. This interview will help the management to analyse the interviewee according to
the requirement of hotel. At last, 35 employees are evaluated on the basis of their qualification,
skills and ethnics.
Training and Development
After the recruitment process is completed, the selected 35 employees are trained
according to the requirement of hotel. Human resource manager will then overlook on the
employees appointed for the job. Then 35 employees has provided the training sessions. The
employees are trained and developed according to the areas they are allotted for in the hotel
(Kehoe and Wright, 2013). The areas for which employees are appointed are categorised into
different sections such as luggage storage department, laundry service department, multi-lingual
staff, room services, parking department, security and other requirements of Hilton hotel
Stratford. Further 35 employees are divided into different areas of the Hilton hotel Stratford on
the basis of their skills and talent.
Task 2
2.1 Assess the current state of employee relations of Hilton hotel
The key objective of Hilton hotel Stratford is to maintain employment and management
relationship. By maintaining positive relations with employee, the Hilton hotel Stratford is able
to achieve its goal frequently. Following are some ways which indicates the current state of
employee relations of Hilton hotel.
Requirements of employees.
Hilton hotel listens the requirements of the employees working in it. The higher
authorities concentrates on the interests and needs of the employees. The authorities do
discussion with the employees about their requirements (Stredwick, 2013). By adopting this

method the management of Hilton hotel is able to adopt a positive relationship with its
employees.
Salary
Employees working in Hilton hotel are getting sufficient and satisfying salary for their
work. The Hilton hotel is providing great salaries to their employees according to their works
and skills. These satisfactions of salary within the employee is beneficial for the relationship
between the management of Hilton hotel and employments.
Employee Compensation benefits
Incentives are offered by Hilton hotel to the employees for extra efforts in their work.
Hard work and efforts of employees working in the hotel is appreciated by the authorities
(Nickson, 2013). The employees are rewarded for their great contribution in the success of
Hilton hotel. These provision of incentives, rewards and bonus to the employees is helpful in
building a strong relation between the authorities and employees.
Employee Union
Employees have some problems and issues which they cannot discuss or share with
management of the hotel. For solving this problem faced by employees of the hotel, Hilton hotel
operates a employee union (Kehoe and Wright, 2013). All the employees working in the Hilton
hotel shares their problems with the head of labourer union and gets solution to their issues. The
concern of Hilton hotel management shown to its employees is considered as valuable for
relationship between them.
Motivation
The management of Hilton hotel involves the employees in their decisions undertaken for
the growth and development of the hotel as well the workers. Almost all the decisions are made
with the involvement and participation of workers. This attitude and behaviour of Hilton hotel
authorities towards its employees has built up a strong relationship between both of them.

2.2 Employment law affects the management of human resources of Hilton Hotel
The human resource management of selected industry has adopted Employment laws in
the hotel. Employment laws is the legislation which encircle all the relationship between
administration and employees.
Employment Relations Act
Employment Relations Act is made for the legislation regarding to employment relation
with the directors of the referred hospitality association. This act is being changing as per the
need of the workers (Sofi and Sharma, 2015). The declared organisation is supporting this act
and performing it under the corporation. There is a healthy and warm connection among the
workers and boards.
Employee Rights Act
Employee Rights Act was composed for the benefits that the workers should gain. The
quoted hospitality institute is following this act in order to reach the aims and to accomplish the
interests of the employee practising their. The act embraces health, safety, pensions relating to
the labours.
Equal Opportunities
The named institution in the research is applying this practice in its company. Every
member is getting equal opportunities to prove themselves, either it belongs to small position or
from higher sections. Each staff member is treated equally which inspire the workers to give
their full energy for the success of mentioned corporation. There should be no partiality between
any ground of gender, race, age or nationality (Kapp, 2013). All the staff member must be
respected in equal manner without any discrimination.
Contracts
Each organisation is bounded to undertake the process of contract in legal proceedings.
The organisation has to set the rules and regulation regarding to this contract which may includes
resignations, retirements, holidays, salary declaration, maternity and paternity rights and other
things that comes under the employment rights. The specified business entity has adopted this
manner and ensure all the members working to under-sign the agreement after reading it

carefully. All the contract details should be clearly elaborated to the employee before appointing
them in the hotel.
Advisory, Conciliation and Arbitration Service (ACAS)
The core motive of ACAS is to upgrade organisations and working lifestyles by operating
the promotion and reinforcement of strong corporational methods (Brantley, 2015). Stated
hospitality corporation is promoting ACAS for the betterment its hotel as well as development of
the staff working there. The process of these consultative behaviour towards the workers will
take the quoted hotel to new level of success.
TASK 3
3.1 Job description and person specification.
Job description is the essential part which is provided by the Human resource manager of
the organisation to employees at the time of recruitment. Trainee HR of Hotel Hilton is trained to
include every specific information about the job while hiring employees in new hotel Branch
which is opening at Stanford. Further, job description aims at defining overall objective of job,
role of the individuals, by HR varies according to the specified job with the firm (Jonesand et.al.,
2016). Moreover, the description process is strictly made according to the job requirements in the
Hotel Hilton.
Job Description by the manager includes the information in simple language, it includes
the level and volume of the duty which individual will need to perform when hired. Besides the
description of job given by HR trainee of the entity also includes the organisational chart which
comprises all the mandatory information like vacancy, position reports, level of post and to
which the one will be answerable after recruitment (JaiswalDhar 2017).For instance, HR trainee
of Hilton is trained to provide job description about some particular jobs which includes
receptionist, banquet manager, cleaning staff, chef and Waiter. Therefore, the manager need to
specify the vacancy and job requirement in the hotel further all the detailed information will be
explained by the HR in Personal specification.
Person Specification, stating about the specific vacancy as per the job requirement is
includes essential details like, qualification, skills, experience, team spirit and many more
attributes which are required to carrying out effective organisation functions. HR trained of Hotel
Hilton is guided to include every necessary information in person specification which will help

the enterprise in finding out the best candidate among all the individuals. Further, the
specification also includes all the policies and procedures which the firm is following in order to
carry out smooth functioning of business activities. Hence, the Trainee of HR manager make the
person specification which includes all the necessary areas like, level of knowledge required in
the individual as per the job requirement, and particular skill's and qualifications which are
required to fulfil the specific job criteria.
For instance, HR of Hilton hotel is trained to include information such as, the chef should
be qualified in making food according to the taste and preferences of different guests. Moreover,
the all the employees like, laundry staff, receptionist, manager, waiter should know the ways of
effective communication in order to give visitors the best experience.
3.2 The selection process of different service industries business to that of Hilton Hotel
Selection process of the Hotel industry is different from all other industry because the
industry focuses on giving the memorable experience to its guest by ensuring effective
communication between staff and guest by providing services according to their requirement etc.
Further, the Hotel aims at making the firm the leading food point of UK. Besides, there are some
similarities and dissimilarities between the industries of UK because the process changes
according to the requirements of the particular industry. Moreover, the recruitment and selection
process of the Hotel depends on the market factors like, political, economical, environmental,
technological which keeps on fluctuating (Úbeda-Garcíaand et.al., 2017). Hilton Hotel has its
own procedures and methods of selection which comprises agents and brokers which are hired
for some specific areas in which the company can not reach, further the selection process of firm
includes pre screening of individuals, interview, documentation. Besides the process is carried
out by Human resource manager of the company with selected candidates. For instance, the hotel
industry focuses on recruiting employees with effective communication and interpersonal skills.
In contrast, the HR of Hilton also lays impact on the personal decision making skills of the
candidates.
Hence, the firm follows both process of recruitment that is from internal and external
source. In internal source, the HR manager measures the performance of the employees and
promote them to higher position according to their skills. In contrast, organisation establishes
training and development session in which the employees are guided to enhance their
communication skills and also trained to improve their skills of delivering services on time in

order to provide better living experience to guests. In contrary, in external sources, the HR
trainee is trained to select and appoint employees by applying various tools and techniques such
as interviewing them on phone, calling them to office for face to face interview for judging them
more by their interaction skills (Kusluvan and et.al., 2010).Whereas, in industries like
manufacturing or construction employees are recruited and selected on the basis of their
capabilities and physical fitness. Henceforth, the similarity between the selection process of all
the business is that, the entity's follows the legal framework of the country according to the
selling of goods and services. For instance like the Hilton hotel is focusing on delivering services
like, Barber Shop, Foreign Currency Exchange, and many more basic of guest and employees
needs licensing from the government of UK.
TASK 4
4.1 Attached in Power point presentation
Introduction
In order to perform effective training and development session the HR trainee of Hotel Hilton
focuses on establishing appropriate link between training and induction programs. T&D by the
Hilton helps the employees in assessing over organisational operations effectively.
Differences between training and development
Training
1. It is the short term process of enhancing the skills of employees which carried by the
Hilton Hotel.
2. Manger uses this technique because it aims at systematic and organised procedures to
encourage technical knowledge and skills of staff members for some specific purpose.
3. Training session assist the workers in performing their job operations effectively.
4. Training is the initiative taken by the management of Hotel and is an external motivation.
Development
1. It is a long term process of enhancing the skills of employees which carried by the Hilton
Hotel.
2. It helps the employees in developing their theoretical knowledge about the organisation
functions.
3. Development session assist the staff members in learning skills which will help them in
future throughout their personal and professional life.

4. Development results in internal motivation and the initiative is taken by the management
of Hotel.
Different types of training
There two types of training which are On-the-Job training and Off-the-job training.
On-the-Job training: In this method of training the Hotel manager aims rotating the jobs of
employees, guide them the ways of effective communication and assigns them the task as per the
training assignments.
On-the-Job training method aims at developing the skills of the staff members.
Off-the-job training: In this method of training manager aims at training employees by
organising extra curricular activities such as, role play, businesses games, seminars, conferences,
management education, lectures etc.
Off the job training method aims at encouraging employees.
Benefits and effectiveness of training
 Manager aims at organising training session for employees because it helps the
organisation increasing efficiency of employees.
 Appropriate training session reduce the workload of supervisor as the employees need
proper guidance while working.
 Training methods improves the relationship between staff members and management.
 T&D methods increases the self confidence and motivate employees in the firm.
The role and need of training
Training session are organised to accomplish job roles to new entrants.
Training methods are use by the manager of Hotel Hilton to meet the organisational goals.
It helps in improving the work environment for staff members.
HR trainee aims at organising session to support growth and development of Hotel and its
employees.
CONCLUSION
The report summarized that, the business of hotel industry is increasing continuously that
is why the Hilton Hotel is expanding its branch to Stanford in order achieve stability and
establish growth in international market. The hotel aims at serving luxurious accommodation and
quality food as per the guest requirement. Besides, the report examined various selection and
recruitment techniques used by the Trainee HR manager to select and appoint employees for the

new branch of Hilton. Moreover, the study analysed supply and demand of human resource in
Hotel business of UK. Hence, the report concluded by identifying the methods used by manager
to enhance the skills of employees working in the organisation.

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