Human Resource Management for Service Industries - HND Unit 9

This report delves into the core concepts of Human Resource Management (HRM) within the service industry, focusing on the practical application of HRM principles in the hospitality sector, specifically using Hilton as a case study. It examines the current state of employment relations, including relevant legislations like the Minimum Wage Act and Workplace Injury Management, and their impact on the employer-employee relationship. The report then outlines job descriptions and person specifications, comparing recruitment and selection processes across different service businesses such as hotels and McDonald's. Furthermore, it analyzes the contribution of training and development activities to effective operations, highlighting the importance of appraisal, induction, and adaptability. Finally, the report addresses potential barriers in training and development, such as employee attitudes and cost considerations, providing a comprehensive overview of HRM practices in the service industry. This report is a student's work, available on Desklib, a platform offering AI-powered study tools.

Human Resource Management
for Service Industries
1

Contents
INTRODUCTION...........................................................................................................................3
TASK 1............................................................................................................................................3
Covered in PPT............................................................................................................................3
2.1 Current state of employment relations...................................................................................3
TASK 2............................................................................................................................................4
3.1 Job description and person specifications..............................................................................4
3.2 Comparison of the selection process of different service industries businesses....................5
TASK 3............................................................................................................................................7
4.1 Contribution of training and development activities to the effective operation....................7
CONCLUSION................................................................................................................................8
REFERENCES................................................................................................................................9
.........................................................................................................................................................9
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INTRODUCTION
Human resource management is an important concept as it helps in the smooth functioning
of the enterprise. With an appropriate HRM practices chances of business growth further rises to
a great extent (Alfesandet. et.al., 2013). As it is a crucial asset for a commercial unit it is of great
importance that same is managed efficiently as this way long term aims of organisation can be
achieved. Hilton is a known brand in the hospitality industry. As it is a part of such sector which
is labour intensive it is required that decisions for their benefits are taken in a way that full
capacity utilisation of resources is made. Following report will discuss the roles and
responsibilities of HRM in Hilton along with the current legislations that are applicable on it.
Other related concepts will also be discussed in detail to get a broad understanding of HRM
practices.
TASK 1
Covered in PPT
2.1 Current state of employment relations
Legislations are an effective tool through which control over the practices of different
sector organisation can be kept by government. Over the period of time and as per the
requirements of hospitality industry different laws are formulated which aims at safeguarding the
employees and service users. This is an effective way through which an individual is protected
against any unethical practice (Budhwar and Debrah, 2013). Apart from this it also influences the
relation between an employer and employee evidence of which is given below:
Minimum wage act 1998 – This is an effective legislation which is formulated to protect
the work force from getting exploited by the employer. According to this act a minimum wage
across the United Kingdom, which from 1 April 2018 was £7.83 per hour for workers aged over
25, £7.38 per hour for workers aged 21 to 24, and £5.90 per hour for workers aged 18 to 20. It
has influenced the profit margins for the hotel industry. According to the article in Armstrong
Watson (accountant’s business and financial advisers) this particular regulation has improvised
the relation between employer and employee as now the overtime is avoided specially those who
are above 25. This way the overall impact of this act is positive for Hilton as productivity of
employees increased with quality.
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Workplace Injury Management and Workers Compensation Act 1998 – This is
another important law passed under which the work force is provided with advantage of getting
the reimbursement of any physical damage if caused to an employee at work place during the
official hours (Chelladurai and Kerwin, 2017).
TASK 2
3.1 Job description and person specifications
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
party’s employer and employee, which is good for them.
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.
Job Specification
Details of job
Job title: HR Manager
Associated Department: Human resource Division
Qualifications
 Demonstrated knowledge of EEOC, ADA and employment laws
 Ability to read, write and speak the English language
Experience At least 3-year work experience in same sector
Knowledge and skills:
 Person must be capable of performing multi task so that maximum output can be
produced.
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 Problem solving as this will assist in maintaining good working environment.
Personal Attributes:
 Person must be multi-tasking
 Good motivator so that employees morale remains high
Job Description: The job description encounters the essential of work roles: the major duties
broad purpose, the condition and work terms etc. Here is illustrated the HR manager's job
description of Hilton:
Job Description
Job Tittle
Work-profile
Description of Duties
Corporate Responsibilities
 Person applying must have good knowledge about the HRM legislations
 Ensure safety and security of work force
Service specific duties
 Communicate the strategy and polices of organisation.
 Conflict resolution
3.2 Comparison of the selection process of different service industries businesses
Selection is the process which is related with right person on right job. It is a procedure
which is used by every organisation as it helps management to identifying a suitable candidate
who matches with the needs of organisation (Huselid and Becker, 2011). 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. By applying this procedure Hilton will
be able to recruit new chef who is capable to satisfying the needs of their customers. Depending
upon the nature and roles to be performed at particular job role the recruitment and selection
process is selected. It is important that effective mode is used so that the best suitable candidate
is given chosen and hence the strength of organisation gets maximised. Different service
business opts for range of methods such as:
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Hotels – It is a complex business in which there are different job roles needs to be
performed which are complex in nature. For instance, Hilton has a good brand name in market
and is known for its quality services. To maintain this, they prefer taking personal interviews
which is most appropriate way to understand the personal and professional skills of an individual
(López-Nicolás and Meroño-Cerdán, 2011). Following is the detail description of how a
candidate is selected in Hilton:
Preliminary interview – It is the first step of process. In this process, some questions are
asked from the applicants for checking their mentally and physically fitness. In addition to this,
applicant have to answers some questions which are related with their qualification, past
experience, those candidates who gave right answers they will have passed this round. After that
they will proceed to next round of process. Selection team of Hilton will have asked some
questions from candidates and selected candidates will fill a form (Marchington and et. al.,
2016).
Blank application form – This form is filled by the selected candidates who passed the
first round. It is related with general things, such as about their age, qualification, working
experience etc. In this process HR of Hilton will gets the idea about the candidates and they take
help from this information.
Interview – applicants who have passed in above rounds are called for interview. It is
done for knowing more about the applicant. It checks the communication skill and strengths of
applicants, for an experienced candidate there is a team in every organisation, who checks their
ability with telling them about organisation's need. In Hilton, HR team will conduct this process
and gives their response to applicants.
Final selection – This is the last part of process, after passing various round applicant is
selected in this part, an appointment letter is given to them. firstly, organisation evaluates their
capabilities and if they satisfy the management's needs and wants they will be promoted as
permanent employee in the organisation. Hilton will also give offer letter to the selected
candidates which is based on evaluation period (Messersmith and et. al., 2011). After the period,
if they found fit for organisation they will get on role offer letter from the organisation.
MacDonald’s – It is another service industry in which the selection process is different. Here
personal interviews are no required always as there are less complicated jobs to be performed
and it is difficult to personally interact with each employee. Recruits for higher job is done
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through promotions as over the period of time they have gained the expertise over the work they
are doing.
TASK 3
4.1 Contribution of training and development activities to the effective operation
Hilton is having a good brand name in the market. For same collective efforts of different
departments is give as through their effective work this organisation has reached to this position.
It reflects that the training and development of work force is done with care so that maximum
quality output can be produced (Renwick, Redman and Maguire, 2013). The role of learning and
improvements can be further understood in the following manner:
Use of appraisal and target settings – This is an important way through which the total
output is improved over the period of time. employees are provided with effective learning
programmes which further develops skills among them and hence their long term growth is
ensured. This way they become an asset to Hilton and hence increase the total profit margins.
Contribution of induction – When an employee is new it is important that they are
introduced to the brand in an appropriate manner. This helps making the work force familiar with
the vision and mission of the firm. Through this, they too work in the similar manner and move
towards the common goal of the enterprise.
Act as a monitoring factor – Another importance of these programmes is that through
same the work in process is checked on regular basis. It helps in eliminating the errors at the
same time they take place and are rectified. This way cost of mistake is also saved and goodwill
of brand name is maintained in the market.
Increases adaptability among staff – Every business operates in a dynamic environment
and it is important that the demand of surroundings is fulfilled. For same training is of crucial
nature as without providing guidance no new concept can be implemented in the work place. it is
required that detail description is given and the work force is made familiar with the change.
Only than the competitive advantage at work place can be maintained.
Barriers in training and development
Whenever something new is introduced or tried to be implemented at the work place it
has to go through distinct reactions (Rubery and Urwin, 2011). Some of the barriers which are
faced while training a development are as follows:
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Attitudes of employees – Not every person in Hilton is same. Some employees resist to
change due to fear of failure in learning or having less interest in their job. It is difficult to
motivate them to learn new concept or techniques and hence growth of company gets restricted.
Cost of training – Sometimes such changes arises at work place which needs huge
investment. In such cases training leads to additional cost to the establishment which indirectly
affects the profit margins of organisation. This way it again acts as a hurdle while planning the
training programs at the work place.
Lack of required time – There are situation when a sudden requirement of change arises at
work place and there is not sufficient time to train the work force. In that case it becomes
difficult to train the employees hence the work has to be carried out without guidance. Therefore,
chances of failure are high in this context (Schermerhorn and et. al., 2014).
CONCLUSION
From the above report this has been summarised that human resource management is an
important concept that assist in overall development of the enterprise. With the roles and duties
performed by this section of hospitality industry competitive advantage by various brands is
maintained in the market. It is evaluated that there are range of options available with the
recruitment department and as per the suitability of the job role a particular method can be
adopted. Thereafter, it is also learned that how through training programs company raise the
capacity of firm and reduce its total cost which has a positive effect on profit margins for
hospitality industry.
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REFERENCES
Books and References
Alfes and et. al., 2013. The link between perceived human resource management practices,
engagement and employee behaviour: a moderated mediation model. The international
journal of human resource management. 24(2). pp.330-351.
Budhwar, P. S. and Debrah, Y. A. eds., 2013. Human resource management in developing
countries. Routledge.
Chelladurai, P. and Kerwin, S., 2017. Human resource management in sport and recreation.
Human Kinetics.
Huselid, M. A. and Becker, B. E., 2011. Bridging micro and macro domains: Workforce
differentiation and strategic human resource management.
López-Nicolás, C. and Meroño-Cerdán, Á. L., 2011. Strategic knowledge management,
innovation and performance. International journal of information management. 31(6).
pp.502-509.
Marchington and et. al., 2016. Human resource management at work. Kogan Page Publishers.
Messersmith, J. G. and et. al., 2011. Unlocking the black box: exploring the link between high-
performance work systems and performance. Journal of Applied Psychology. 96(6).
pp.1105.
Renwick, D. W., Redman, T. and Maguire, S., 2013. Green human resource management: A
review and research agenda. International Journal of Management Reviews. 15(1).
pp.1-14.
Rubery, J. and Urwin, P., 2011. Bringing the employer back in: why social care needs a standard
employment relationship. Human Resource Management Journal. 21(2). pp.122-137.
Schermerhorn and et. al., 2014. Management: Foundations and Applications (2nd Asia-Pacific
Edition). John Wiley & Sons.
Online
Effectiveness of HRM practices, 2018. Available
Through:<https://www.ukessays.com/essays/literature/human-resource-management-
and-organizational-performance.php>
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