HRM Analysis: Hilton Hotel Stratford - Service Industry Report

This report provides a comprehensive analysis of Human Resource Management (HRM) within the service industry, with a specific focus on the Hilton Hotel. The report begins by examining the role and purpose of HRM, including recruitment, planning, employee management, and training, particularly in the context of Hilton's new Stratford location. It then explores the importance of HR planning in maintaining demand and supply levels within the hotel. The report assesses the current state of employment relations at Hilton, highlighting the company's efforts to foster positive employee relationships through various initiatives, including employee involvement in decision-making and grievance resolution. Furthermore, it discusses the impact of employment law on HR management, covering legal rights and duties between employers and employees. The report also delves into the creation of job descriptions and person specifications for hotel industry roles and compares selection processes across different service industries. The report concludes by summarizing the key findings and implications of effective HRM practices in the service sector.

HUMAN RESOURCE
MANAGEMENT IN
SERVICE INDUSTRIES

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................3
TASK 1............................................................................................................................................3
1.1 Analysing the role and purpose of HRM with reference to Hilton Hotel Stratford..............3
1.2 Justifying a HR plan for maintaining the level of demand and supply in Hilton Hotel........5
TASK 2............................................................................................................................................6
2.1 Assess the current state of employment relation at Hilton....................................................6
2.2 Discuss how employment law affects the management of human resources for the Hilton
Hotel............................................................................................................................................7
TASK 3............................................................................................................................................9
3.1 Discussing a job description and person specification for a hotel industry job.....................9
3.2 compare the selection process of different service industries.............................................11
TASK 4..........................................................................................................................................11
CONCLUSION..............................................................................................................................12
REFERENCES..............................................................................................................................13

INTRODUCTION
The activity of processing the entire business operations by the workforces present in the
organisation need to be effectively evaluated and addressed in order to gain the desired forms of
results. It includes the action plan of managing, controlling, maintaining and monitoring the
Human Resources (HR) functions and overall operations that are assigned to them. This is
crucial that HR management team of the organisation should adopt specific strategies and
techniques to hold up their level of working and executing the allotted business purposes. The
organisation is highly aimed on a specific direction which is generally based on their capabilities
and overall efficiency (Mavin and Girling, 2000).
The report is providing information about HR activities and their significance in the
context of Hilton hotel which is one of the topmost leading hotels of UK and has increasingly
expanded their business in all over the world. In the report, Hilton Hotel is opening its new
branch in Stratford city which is focused on catering business and leisure travellers by offering
them an array of services to gain maximum comfort during their stay. It is necessary that the
cited hotel and their management team should implement efforts on the HRM activities and
processes.
TASK 1
1.1 Analysing the role and purpose of HRM with reference to Hilton Hotel Stratford
It is ascertained that an organisation engaged in service industries is extremely focused
on improving their HR effectiveness and their overall abilities of completing the entire set of
completing the assigned task. Similar to this, Hilton Hotel should also aim their attention and
efforts on determining the types of activities, processes and functions required from the
personnels of their team in order to attain the proposed forms objectives. In that context, it is
vital that they should design a plan to execute each and every procedures described under the
HRM and its related aspects (Rodwell and Teo, 2008). The HRM of an organisation is aimed to
covers the following set of processes and activities that are:
 Recruitment management.
 Planning and forecasting.
 Managing and monitoring employees.
 Training and developing staff.

 Maintaining budget.
Moreover, the following are roles and purposes of HRM which needed to be properly
addressed by the HR team of Hilton Hotel in order to establish better market in the Stratford and
assess good results: Planning and organising – The process of defining a plan and working as per the
specified structure helps the firm and their elements to gain more benefits and overall
achievements. For this, the organisation needs to analyse the business and their market
situation in order to identify the type of requirements needed by their targeted customers
and accordingly structure the plan (Schwabenland and Tomlinson, 2008). Moreover, the
activity of organising the HR functions as per the plan is advantageous for the firm. As it
assist them in stating a particular direction in which they need to work and ascertain the
values desired by the organisation. Similar to this, Hilton Hotel would also define the
areas which are to be properly assessed and analysed in order to determine the plan which
would evaluate the functions that are need to be addressed and executed by their
workforces (Collings and Mellahi, 2009). Recruitment and selection – By this process, the HR team generally addresses the best
kind of talented, innovative and skilled individuals which are mainly required in the
workforce team so that the business operations can be effectively and systematically
processed. This procedure includes the set of activities which are mostly used to examine
the applicant on the basis of their knowledge, efficiency and abilities. The person clearing
all the rounds of recruitment get an easy selection in the team (Laursen and Foss, 2003).
Furthermore, the HR team of cited hotel needs to determine the steps, tests, interview and
other examination in their recruitment process in order to formulate better HR team.
 Training and development – The process of improving the overall capabilities of an
organisational personnel who is employed in the firm to execute the assigned business
operations. This includes the structuring of some strategical techniques and methods
which are aimed on providing theoretical and practical knowledge to their workforces.
This helps the individuals in ascertaining the values of executing the business task in an
effective way. As the ability of gaining better results in the business functions assist them
to report personal as well as organisational objectives. In that respect, Hilton Hotel

should also focus their attention on implementing new ways and methods of giving
training and development to their employees (Guest, 2011).
1.2 Justifying a HR plan for maintaining the level of demand and supply in Hilton Hotel
HR Plan (HRP) is termed as a strategic plan which is extremely focused on holding the
level of requirements and availability of personnel in the organisation. The main purpose of the
process is to allocate the needs and types of individuals required in the organisation, analyse the
market and business, allocate the perfect and eligible candidates by conducting an examination,
select and position them in the organisation. The whole process is based on these stated steps
which is needed to be properly managed and placed so that fruitful results can be accomplished
(Deckop, 2006). Similar to this, the HR team of Hilton hotel is also required to follow the
structure of the plan and steps described in them in order to maintain the level and number of HR
in their business.
For this, their team has to assess the business situation and their capabilities of
overcoming the market requirements. This would help them to determine the number of
individuals required by them. Along with this, the team would also ascertain the level of abilities
needed in these persons so that they can effectively overcome the business operations and place
better results (Kang and Snell, 2009). In that respect, the following are the HRP steps which are
to the considered by the HR team of Hilton hotel: Analysing the demand – In prior step, the team of the cited enterprise has to properly
address the type of demand requisite in the management team like they need 50 waiters
and servants in their lower level team which should have proper skills to handle and
attend the guest coming to their hotel (Armstrong, 2003). Thus, they would focus their
efforts on addressing the demanded number and type of individual by the way of creating
a job description and person specification in order to identify the best person for the
position. Evaluate the supply – Further, the HR team has to search for the type of individual
required by their organisation by conducting an interdepartmental examination in which
the team should evaluate the internal factors that could be used to overcome the demand.
Like promoting the person or demoting them from their actual position and place them on
the specified job. If the organisational team is unable to address the individuals from the
internal areas, they need to assess the persons from the external sources (Lucas, 2014).

This could be done by conducting recruitment and selection process for ascertaining the
eligible candidates in the present market.
 Forecasting future demand and supply – At last, the plan has to centring the efforts of the
team to determine the future needs and available areas to overcome the wants stated by
the organisation. It is evidenced that this helps the enterprise to evaluate the future
aspects and issues which could affect their functioning and ability to gain better results.
Hilton hotel should also specify the future prospective of the types, levels and number of
individuals required in their management (Rooyen, 2013). This would be supportive for
the cited hotel as they could identify the future problems like incapable staff or inefficient
management team and take appropriate actions to overcome the situation.
TASK 2
2.1 Assess the current state of employment relation at Hilton
Employment relation may be defined as the relation between the employee and the
employee. It is also said the various efforts try by the company in managing the relations
between the employee and employer. All the individuals share different kind of relationship at
their organisation. The entire individual want different kinds of people from which they talk,
share the ideas, problems (Miller, 2006). It is very important to maintaining a perfect employee
relation at organisation. it helps by various ways like:
 Work becomes easy.
 It helps in increasing the motivation among employee so they work properly.
 It helps in reducing various kinds of conflict and disputes.
 It also helps in reducing the turnover and absenteeism among employee.
 The workplace becomes very good if all the employee work together (Friday and Friday,
2003).
 Employee relation also helps in solving the issues which is faced by the individual.
Current state of employment relation at Hilton:
Hilton hotel is dealing with large number of branches. All employee at different branches
are very happy with their company. The current state of employee relation is very good and well
versed. All the employee is providing with the opportunities that they take actively participate in
the decisions which are taken by the management. This given opportunity helps a lot in maintain

good employee relation. This will also help in making that employee are satisfied by their job.
As the decisions are taken by the top level management of the Hilton but employee, can join and
help them in taking the decisions. Culture also plays an important in maintaining good
employment relation. The company has changed their culture from the past. Each employee is
giving various kind of power like leadership so by which they can improve in taking the
decisions which is helpful for the company (Akbas and Kurzman, 2006). The employee also
helps the company in carry various kinds of collective bargaining activity which gives the
motivation to employee. This motivation helps in increasing the productivity for the company.
All employees are free to do various kinds of negotiation and talk to their supervisor. By taking
the participation of employee in management decision helps in reducing the employment
cessation and turnover (Lengnick-Hall and et. al., 2009).
The procedure followed at Hilton in solving the grievances is very good. If employee is
facing with any kind of problem then grievance cell the quick decisions in solving the problem.
The Hilton is also abided by the various kinds of policies relating to health and safety. This
policy gives safe workplace to employee for doing work (Chen and Huang, 2009). All the
responsibility related to particular job is well defined by the company which helps in doing
proper work. The employee can also talk to the management if they facing any kind of problem
related to job. A safe work environment is also given by the Hilton hotel to their employee. By
changing the culture of workplace and gives various kinds of benefit helps in maintaining good
employment relationship. A safe workplace is also big factor in improving the employment
relations.
2.2 Discuss how employment law affects the management of human resources for the Hilton
Hotel
Employment law may be defined as the various legal rights and duties which are between
the employer and employee. Employment law is also called as labour law. This law is made in to
provide various kinds of safety measures and giving a fair treatment to employee. Employment
law deals with many kinds like workplace safety, family leave, age discrimination etc. there are
also various law which is based on race, discrimination, colour, disability etc. These kind of
employment law affect the management of human resource of the company at certain level. It
increases the liability of the company towards the employee. All this law put a great impact on

the human resource management relating activity like training, selection, compensation, and
development of an employee (Arthur and Boyles, 2007).
For example, there is a one law which is relating to freedom to join and forms unions.
According to this law all the employee are free to take part in voting and form trade union. This
will increase the number of votes in the favour of trade union. As trade union raises many of the
bargaining power of the employee which will create a lot of problem. If the bargaining power of
trade union will not fulfil it gives rises to the problem like resignation, strike, lockout etc. this all
the problems are very difficult for the management to handle and reduces the productivity of the
Hilton.
Another law of employment law i.e. employment act 2002 and employment act 1996.
This law deals with the salaries of the employee. This both the law also deal with the leave of
employee. This law also creates a dispute between the employee and employer relating to the
salaries. Because it a difficult for management to handle all kinds of leave like maternity and
paternity (Gallicano, 2009).
Health and safety law deals with providing a safety environment to the employee. The
employer has to take all the things into consideration relating to health of employee. For example
cleanliness, fire safety, clean environments. In maintain all this things the company has to face
with too much of the cost.
There is some legislation which deals with termination of employee. In this, a fair
treatment is given to employee and reduces the unfair problems with the employee. The
company has to make various process which helps in solving the problem of grievances.
Equality act ensures that there should be any of discrimination with the employee relating
to age, gender, disability etc. It difficult for the employer to make various kinds of approaches so
discrimination should be removed from the company (Tabassi and Bakar, 2009).
The human resource management has also consider with the notice that is given to
employee regarding dismissal. So management has to take the correct measures before dismissal.
This problem arises by following the law relating to employment rights act 1996 (Beugelsdijk,
2008).
In order to follow all the employment law the human resources management has to adopt
various procedures. This also has to make various policy which will not breach any kind of the
law relating to employment.

TASK 3
3.1 Discussing a job description and person specification for a hotel industry job
A job description is a kind of varieties and forms that describes about the personality of
the individual which could be considered eligible for the vacant position. It specifies about the
requirements of abilities, efficiency and attributes of the persons so that they are able to address
the entire set of responsibilities specified over the position. In that respect, Hilton hotel should
also formulate job description for the person required in their management team. For this, the
following aspects are the stated information and description about the receptionist required in the
hotel:
Table 1: Job description
Job title: Receptionist at Hilton Hotel in Stratford city.
Reporting officer: Executive officer or the line manager of the hotel
Job Purpose:  To maintain high level of satisfaction among the guest who are
staying in the hotel.
 To deliver high quality services to them and hold up a consistent
form of work execution in an excellent manner by giving them
better experience.
 To be responsible in providing personalized guest service, along
with supporting the organizational policies.
 To assess the company's compliance, maintain employee relations
and enhance staff development.
 To take affirmative actions and providing equal employment
opportunity to every individual.
Responsibilities: The following are the responsibilities that are to be executed by the
person over the position of receptionist:
 Attend and make calls on behalf of hotel
 Connect calls to the guest, transfer messages to their rooms.
 Picking up and delivering mails to the hotel members, customers,
suppliers and other respective.

 Checking the overall maintenance of the general filing system.
 Arranging meetings, gatherings and conferences.
 Handle the general inquires
 Booking the rooms for the guest in advance.
 Maintaining the record of the room by computerized system.
 Monitoring the utilization of supplies and equipment.
 Arranging the repair and maintenance of office equipment.
 Render word-processing services and secretarial support.
 Attend the guest and greet them professionally.
 Provide them a servant to address their rooms and take their
luggage.
 Assess the complaints and issues faced by the clients, take
appropriate actions to reduce them.
 Observe the functioning activities placed by the HR.
 Handle pressure during full occupancy.
Person specification is a type of document which directs about the personality and overall
abilities of the person. It is highly beneficial for the organisation to generate the specification of
the person required over the job. For instance, the following are the specification of a
receptionist required by the Hilton Hotel:
 Knowledge required – The person should have a proper knowledge about the academic
cognition, professional efficiency and capabilities to overcome the roles and
responsibilities defined by the hotel management team.
 Skills – The set of expertise, practical information and working experience would be
necessary among the individual. The person should have at least 3 years’ experience over
the position.
 Certification – A master degree in Hotel management course and a certification with A
grade result in professional course of HR course would be suitable and highly preferred.
3.2 compare the selection process of different service industries
Comparison of the selection process of Hilton and British airways:

Hilton Apex hotel
They recruit the employees at different parts of
the organisation by doing the contact with
various hotel schools. They collect the CV and
screening is done.
For recruitment, the applicants are invited to
fill the online application form. After filling
the online form, applicants are screened by
team. Then they call for the two day selection
process.
They follow the extensive method of interview. Their interview process contain very tricky
questions
After this, they have to give the test related to
work simulation test.
After interview, they have to pass with various
kinds of tests like psychometric test.
After simulation test, they have given the trial
month and review the contract terms.
Then their intellectual test was taken. In which
their interpersonal skills are tested.
After trial month a medical check-up of
candidate is done. In which employees are
check on the basis of medical grounds whether
they are fitted for job or not (Koall, 2011).
Their fitness has been checked.
After passing this test the candidate has to give
the role play in which they have to give various
situation to act as a role and then final testing
method is done for the candidate in various
tests relating to aptitude are taken
After passing with the medical test the
candidate are finally selected for the job and
they have sent an offer letter to join the job.
After passes the testing the candidate has to
pass the criminal records test in which the
various records are check whether they any
criminal record or not and finally they are
selected (Deb, 2006).
TASK 4
Covered in PPT
CONCLUSION
From the above report we can concluded that human resource management plays a very
important role in the Hilton hotel. In order to give the best and quality to the customers it is very
essential that human resource management of company is very well. In this report, focuses is laid

on varied topics like contribution of training and development, selection process. In this report a
job description method has also been discussed by the management. These aspects of the human
resource management are very important in order to do the effective working of the Hilton hotel.
Human resource management is very wide and it deals in various sector of the company and
helps them (Akhtar, Ding and Ge, 2008). This solves the problem of various department like
finance, marketing production etc.