Human Resource Management in the Service Sector: Hilton Analysis

This report offers a comprehensive analysis of Human Resource Management (HRM) within the service sector, using Hilton Hotel as a case study. It begins by defining the role and purpose of HRM, emphasizing its importance in recruitment, planning, and employee relations. The report then explores h...Read More

HUMAN RESOURCE
MANAGEMENT IN
SERVICE SECTOR

Table of Contents
INTRODUCTION...........................................................................................................................3
TASK 1............................................................................................................................................3
1.1 Role and purpose of human resource management in a selected service industry...........3
1.2 Human resource plan based on supply and demand.........................................................5
TASK 2............................................................................................................................................6
2.1 Current state of employment relations within service sector...........................................6
2.2 Discuss how employment law affects management of human resources.........................7
TASK 3............................................................................................................................................8
3.1 Job title, from Hilton hospitality and its job description and person specification..........8
3.2 Recruitment and selection process of different hospitality business..............................10
TASK 4..........................................................................................................................................11
4.1 Training and development function of Hilton and contribution of training and
development activities..........................................................................................................11
CONCLUSION..............................................................................................................................13
REFERENCES..............................................................................................................................14

INTRODUCTION
Human resource management is an strategic approach which aims towards recruiting
and selecting suitable candidates in workplace. HR managers are responsible to provide
systematic training to their workforce. This will benefits them to increase efficiency of labour
performance. In this report, chosen organisation is Hotel Hilton which is a part of hospitality
industry provides their services worldwide. This industry deals in full- service hotels and resorts.
In this project, discussions have been made on purpose and roles of HRM department in Hilton
hotel. Employees relationships with different laws and legislation are also mentioned. Various
training and development measure that can be adopt by HRM department are defined in this
project. In addition to this, comparison between selection process and two different job profiles
are also examined.
TASK 1
1.1 Role and purpose of human resource management in a selected service industry.
Human Resource management: Effective and efficient usage of human resources to
achieve desired goals is known as human resource management. HRM deals with recruiting right
person for job, planning personnel needs, job analysis, managing salaries and wages,
performance evaluation are roles at all levels(Alfes and et. al., 2013). To enhance productivity
and profitability of organisation recruitment and selection are important factors. HR management
of Hilton has extensive knowledge of leadership, negotiation skills and industry.
Role of Human resource management:
 Planning and Forecasting: HRM recruits employees within Hilton. Employees are
appointed as per their abilities in respective profile in which they can excel(Effectiveness
of HRM practices. 2018). In Hiltion, it is used b y the management to to maintain the
required workforce for effective and efficient working to attain the desired goals.
 Recruitment process: Recruitment is conducted by analysing required persons and in
which department they are required (Welch and et. al., 2011). In Hilton, with the help of
it the company hire a right person at right place with respect to potential and capabilities
of each individual and possession of knowledge related with particular department.

 Contract of employment: HRM is involved in providing all conditions and information
to new employees in order to protect confidential information of both Hilton and
employees. A healthy relationship built between organisation and employees in this way.
 Monitoring of employees: Employees are monitored by top level managers and HRM
department of organisation. With this, Hilton solve conflicts or problems of employees
and can enhance their efficiency to increase performance which create competitive
environment.
 Training and development: Employees are trained to increase their efficiency to
achieve organisational goals (Chelladurai and Kerwin, 2017).. Hilton ensure that skills
and knowledge of employees is improved so that would become easy enhance overall
performance.
 Budget monitoring: Revenue and expenses are also monitored by human resource
department. Hilton ensures that optimum utilisation of resources is done to hold increased
productivity for longer period of time.
Purpose of Human Resource management:
 Hard human resource management: In that Management approach it
emphasise on workers that are considered as resources and are managed in such
a way that competitive advantage and high profits should earned (Budhwar and
Debrah, 2013). People within Hilton are viewed in similar way as other resources
within organisation. Hilton do not feels that there is difference between replacing
a non-working machine and non-required person, both are meant to be thrown
out.
 Soft human resource management: Employees are treated as important
resources in business and source for competing advantage. Needs of employees
are planned and they are recognised as individuals. Hilton focus on long term
planning and two way communication. Employee development needs, appraisals
are identified and focussed on.
1.2 Human resource plan based on supply and demand
As number of customers visiting UK are increasing so Hilton is expanding its business
for which members in house keeping and cooking department are required. For this they need 15

members in house keeping department and 5 members in cooking department. Human resource
plan is made for same as shown below:
Human resource plan:
HR plan identifies current and future needs of an organisation for achieving goals and
objectives. That plan to link with HR management and strategic plan of an organisation. With the
help of future projections in which evaluation of requirement of human resource in future is
major aspect that helps in bring skilled labour force in after evaluating various aspects. By
finding capabilities of resources demand and supply side should be evaluated in better way. In
case of Hotel Hilton they they build an separate department which focus on bringing competent
staff members according to the organisational requirement. By finding out gaps in present and
future capabilities of manpower with resources to reach at desirable goals and objectives. So all
these directly related with HR activities to bridge gap in proper way (Storey, 2014).
Person
responsib
le to
recruit
Resources Time
frames
Source of
recruitme
nt
Selection
procedure
Determin
e
compensa
tion:
Training Appraise
performa
nce:
Human
resource
manager
of the
company
is
responsibl
e to recruit
or hire the
candidates
for filling
the vacant
positions
and posts
of the
The
manager
have
different
resources
like Job
profiles,
salary
structure
document,
job
descriptio
n, skills
tests and
others to
To hire or
recruit
new
candidates,
there are 2
weeks are
required to
the
manager.
So that the
person can
make plan
and design
strategies
to hire
In internal
and
external
way
recruitmen
t is carried
out. In
internal
process,
exiting
employees
are
promoted
as per
knowledge
Hilton will
choose
appropriat
e
candidate
by
analysing
CV of
candidates
, practical
test and
interview.
In this
way they
can hire
After
hiring
appropriat
e
candidate
for
required
departmen
t salary is
decided
based on
knowledge
, work
experience
and skills
Training
programm
e is
conducted
for
selected
employees
, which
will help
new
employees
to
acknowled
ge
working
Managers
of Hilton
will
analyse
work done
by new
employees
in order to
find that
they can
work
effectively
in future.

company. recruit
applicants.
candidates. and skills.
In external
process,
new
employees
are
recruited
(Unger
and et. al.,
2011).
Hilton has
requireme
nt for 15
house
keeping
staff and 5
cooks, for
this they
can
conduct
recruitmen
t through
walk in or
campus
placement.
required
candidates
for house
keeping
and
cooking.
they
possess.
Hilton will
give offer
letter to
candidates
based on
remunerati
on
policies.
environme
nt and
improve
knowledge
and skills
based on
specific
task.
With the help of distribution of role and responsibilities of an department and their
prescribed members an the demand and supply gap should be remove rapidly and in proper way.
Responsibilities of house keeping department and cooking department:
House keeping department:
 Clean room so that issues related to health, sanitation and safety do not arise.
 Wash dishes, dry them and put them away, don't keep them on sink.

 Remove expired dishes or food and keep food in air tight containers.
 Avoid animal or human waste getting into laundry.
Cooking department:
 Work in place of head chef in case of absence and manage kitchen staff.
 Mange kitchen inventory and train staff.
 Planning of menus and making recipes and maintaining their quality.
 Maintain hygiene standards so that effective relationship can be built with
customers.
The human resource plan for Hilton analyses the present and future necessities of human
resource in the firm by properly determining and control processes in place. By monitoring the
demand and supply in the hotel industry business the strategic plans of Hilton are mentioned
below:
Resourcing strategy- In Hilton, the objective of resourcing strategy is to develop
competitive advantage with the help of staff of the firm which is sustainable till long period of
time.
Scenario planning- In Hilton, the scenario planning of the firm must be flexible so that it
can accept all the changes which are occurring in the business scenario. The human resource
planning must be strong sob that it can offer better opportunities to the company.
Forecasting demand and supply- In Hilton, in context of expanding the plans of the firm,
it need to monitor the existing demand of the customers. Hilton can forecast only on the basis of
present and future strategies of expansion and contraction.
Analysis for labour turnover- The monitoring of labour turnover information is very
essential to arrange an effective human resource plan which is cost effective and beneficial for
planning approach.
Analysis for work environment-In Hilton, there is requirement to generate an atmosphere
that would be helpful for it to achieve the capabilities and skills. It also play an essential role in
the employees performance.
Analysing operational effectiveness- In Hilton, the management help in arranging
competitive through the process of low cost and high productivity among the workers. In this
scenario, they can determine employee productivity which is based on regularity.

Resourcing- In Hilton, the process of resource planning include several activities like
attract, select and set up human resources. The most attractive strategy is to provide the
employees with low cost and get attention of them by providing a healthy work environment.
Retention- In Hilton, it is important for the management to manage the employee
retention by providing them various kind of opportunities like growth opportunities, training, job
security etc.
Flexibility- It is an another essential characteristic for the human resource in hotel
industry. In Hilton, the management of the company can provide various working option which
help in maintaining workforce within the firm.
Productivity- In Hilton, this factor has a high importance as the company would develop
competitive advantage by minimizing cost of employee and boosting productivity among the
employees of the firm.
TASK 2
2.1 Current state of employment relations within service sector in the UK
Employment relation is an essential element in every business organisation. It focus on
healthy relationship among employees (Chelladurai and Kerwin, 2017). Maintaining effective
relationship in a workplace is one of the basic function of every employer. This will benefit
them to achieve organisational objectives and goals. It is a major part of hospitality industry
which provides full fledged services to consumer to give delighted experience. Employee
relationship managers of hospitality industry have implemented various techniques to increase
efficiencies of their workers and bring positive relationship among workers.
Hospitality is majorly a labour intensive industry that is dominated by small businesses
and low level of connection among employer firms and in trade unions. Work behaviour and
patterns are totally different from other industries. Sometimes relations influence by major
factors such as crisis on employment, unscheduled work, young people employment, high
seasonal work, and long working hours with qualification and development issues are major
aspects that directly and indirectly affects on relations among workers in hospitality industry.
Creating benefit packages: It is most important role of companies in hospitality industry
to develop efficient human resource and employee relationship managers to formulate various
strategies related to creation of different benefits packages for their workers. In UK, Hospitality

industry adopts benefits packages like, maternity benefits, sick leave, holiday tours, insurance
schemes and many other non monitory incentives (Storey, 2014). It is important for managers to
evaluate every employee needs and wants as every individual have different wants. After
evaluating those needs and wants managers need to make requirement changes in their benefits
system. For example industry have to secure rights to protect from misshapenness occurs in
industry so that they feel motivated and feel secure. To build effective employment relations
organisation have to focus on giving benefit packages to their employees that should be
according to their performance so that they remain always motivated and give their best. In past
employee relations was not so much burning issue because the needs of employees existed at
limited extent.
Trade union : It is basic responsibility of every industry to build union to adopt
effective measures to enrich their workforce to perform their task remarkably. Union are
generally created to provide job stability among workers in hospitality industry. It also benefit
union leaders to resolve conflicts in best possible way and create balance in their workplace. It is
essential for union leader to examine and regulate efficiencies of their workers (Huselid and
Becker, 2011). This will help them to analyse work done by their employees as functions
performed by them are according to company standards. In industry trade unions help to resolve
conflicts by paying attention on their self interest. In UK, In current employment relations trade
union plays very important role to take care about all needs and wants of their employees and
conflicts should be resolved in better way on other hand in past less no. of trade unions exist in
organisations to deal in various situations.
Collective bargaining:
Hospitality industry adopts policy of collective bargaining in which they have to focus
on pay schedule of workers that should be properly given to them. That enhance their motivation
level. So there are positive employment relation in that industry (Storey, 2014). For example In
industries have to adopt rational pay scale so that it gives them satisfactory results and increase
their motivation level because rational pay scale is an important motivation level for employees.
In UK, collective bargaining is an important aspect to give fair wages to employees so that they
remain motivated and build strong relationship with their employees. So it helps in build strong
relationship within employee and employer. In olden days organisations not majorly focus on
concept of fair wages that hinders self interest of employee relations. In current era, firms are

making concentrate to make clarity and fairness in the wages for this they are following various
laws and legislation like, equality act, wages and contract act etc. which are formed by the
government.
2.2 Discuss how employment law affects management of human resources
Employment laws focus of facilitating effective relationship between employees, trade
unions and government. It is mainly concerned with workers rights at a workplace. Employment
legislation describes duties and functions of employers of hotel Hilton and employees as well. In
hotel Hilton their managers have implemented various strategies to ensure proper safety and
securities of their workers. This will help company to protect interests rights of their employees.
In case of Hilton hotel, employment laws are mainly based on state and federal constitutions.
Mentioned below there are some legal and administrative rules and regulations examined:
Employee relations act, 2004: This act provides a systematic framework in which employer is
entitled to provide certain benefits to their workers(López-Nicolás and Meroño-Cerdán, 2011).
These are benefits are mainly related to wages. This act focus on creating effective rules and
policies. Employment relationship act deliver various rights to workers and labours. There are
some essential duties and obligation for Hotel Hilton manager to follow some of these are
stated below:
 To ensure safe and environment to workers
 To provide pay packages according to minimum wage activities
 Make sure that any kind of discrimination is not prevailing in their workplace
 Provide written employment agreements Permit employees to take paid and compensatory benefits.
Employee rights act, 2008: This act govern employment which aims towards protecting rights of
employees. In every organisation workers are having certain rights some of these are right of
privacy, free from any kind of discrimination like discrimination on the base of gender, age and
race. It is important for every employer to provide proper knowledge of these rights to every
worker in their organisation to secure their basic rights.
Maternity and paternity benefits, 2017: This act protect employment rights of women working
in any organisation during their maternity in order to fully take care of their child. In this time
company in entitled to pay compensatory payment to them (Sheehan, 2014). According to this
act, every female employee are eligible to get paid maternity benefits from their employer. Hotel

Hilton remarkably take care of their female workers and provide minimum twelve weeks of
compensatory leaves to them. On the other hand, Hilton hotel implement various policies for
example, they grant three weeks leaves or paternity benefits to their male workers.
Equal pay act:
The law about equal pay set out for the purpose of 'equality in terms' under provision of
equality pay act 2010. that act gives rights should be equally pay in between woman and man for
their equal work, it helps in eliminate discrimination in people and helps in treat fair manner.
These are various important factors that can affect functioning of Hotel Hilton. It is
essential for every organisation to implement effective strategies and policies to secure rights of
there employees. This will create sense of loyalty among workers all they will perform in more
effective way. In addition to this, Hotel Hilton can also able to retain their efficient employees
for long period of time.
M1 Effective approach to study and research of UK government laws
Government laws are important factors towards health and safety towards hospitality
industry. Moreover, government are abided organisation with certain laws and norms such as
proper hygiene of employees as it is mandatory in hospitality organisation regarding safe guards.
Thus, an respective organisation have adopted approaches as per Health and Safety as it is
important hostel industry in making proper arrangements. It is very much significant in
hospitality sector because giving healthy food and services that helps in enchant consumer base
by giving delighted experience to them. In that case laws and regulations plays very important
role by giving direction to organisation to follow an systematic path.
TASK 3
3.1 Job title, from Hilton hospitality and its job description and person specification
In order to manage functions of employees within organisation a systematic approach is
required which known as human resource management. To ensure effectiveness of Hilton
recruitment is conducted(Marchington and et. al., 2016). To improve abilities and skills of
employees mangers take different steps. Company has need of chef in cooking department for
which advertisement is published which includes responsibilities, roles and purpose related to
work. For this Hilton is providing great opportunity for candidates.

Job Details
Post: Chef
Company Hilton Hotels & Resorts
Job Purpose
Individual assigns tasks to staff and manage team as well as quality of food. Some of other
duties of chef is to cook fusion dishes as per requirements of clients. And choose ingredients,
make menu based on seasonal availability. Along with this, person will also assign task and
conduct meeting for staff so that issues can be resolved in stipulated time frame.
Roles and Responsibilities
 Best safety practices are employed and ensure that kitchen staff follows them.
 Add new items or specialities to attract diners to their place.
 Train other staff so that they can work effectively.
 Ensures that appropriate quantity is available and no food goes waste.
 Focus is on quality, food cost, guest satisfaction and operation.
Importance of roles and responsibilities:
Roles and responsibilities are very much important for an individual that give definite
path to move forward in systematic way so that desirable goals and objectives should be achieve.
In case of Hotel Hilton it is very important to give description about roles to chef so that by
accessing their authority they give their best.
Person specification:
Person Specification
Post: Chef
Department: Cooking department
Key: This show that what is required when like an evidence:
(A): Application form, (I): Interview, (R): Role
Attributes Essential Desirable
Qualification  Associate degree in
culinary arts
(Preference to
NVQ Level 3, 3 years diploma
including kitchen, larder and

bachelor's)(A) (I) pastry work.
Diploma with culinary arts
which consist gastronomy,
wines and supervision.
Experience  5 years experience as
chef (A)
 2 years experience as
supervisor (A)
Experience of working with
renowned restaurants and
hotels (A)
Skills or knowledge Excellent communication
skills and organisational skills
Quality of food and ability to
make coalition dishes.
Sanitation standards and
knowledge of food.
Communication and decision
making skills are must.
Capability of becoming a
leader and usage of resources
effectively
Attitude  Positive attitude
 Enthusiastic and
respectful
 Sense of humour
 Honest
D1 Critical evaluation, realistic improvements proposed against job description
It is basically a document concerned with realist improvements regarding job description.
It mostly includes purpose, duties, scope and responsibilities as well as working conditions
which are necessary regarding particular job. In this documents discussed about the roles and
responsibilities of a individual regarding the job, vacant position and post. Most of the time
organisations mentioned the roles and responsibilities but now it is important ton explain about
the qualifications, skills and experiences. Because if the firm will not mentioned these such
points in these kind of documents than they will not find a skilled and talented candidate
according to the post which help in the growth of the firm. In job description consist of proposed
improvements that are job and their expected results, selection of best candidates with best

processes to reach at desirable goals and objectives all these are very important but sometimes
people not meet that certain criteria that hinders self interest of an organisation.
3.2 Recruitment and selection process of different hospitality business.
Human resource department is considered as driving factor for success of every
organisation. Therefore, HR manager focus on using best techniques for recruitment of eligible
candidates. In context Hilton and British Airways are considered, both of which focus on high
efficiency of employees so that standards which have been created can be further enhanced
(Messersmith and et. al., 2011). But there is difference in recruitment process of both
organisation and this is shown below:
 As per job description of Hilton there is requirement of large eligibility criteria for each
post. HR managers emphasis on accomplishing requirements for hiring new candidates.
Whereas in British Airways, managers recruit people with experience in same field and
who are possessive to work in this company.
 Interview is conducted through video conferencing techniques in British Airways for
eligible candidates. In this way they reduce recruiters and organisations money and time
which is consumed during interview(Schermerhorn and et. al., 2014). On other hand
Hilton gives importance to questionnaire and actual visual view for making dishes for
selected candidates.
 Hilton gains advantage by shortening candidates by using online sources in terms of who
is best among all. While British Airways use agencies like Wiser to recruit employees
for vacant position who possess high skills and experience in relative field.
 PROCESS BRITISH AIRWAYS  HILTON HOTEL
 Preliminary interviews  British Airways gets it
done by consultancy
services and campus
placement.
 Marriott hotel mainly
uses video
conferencing and
online process for
conducting interviews
 Screening  Screening process is
quite complex in case
of British Airways.
 Screening gets easier
and faster by adopting
online method.

 Preliminary tests  British Airways
employs special
trainers to conduct EQ
and other tests.
 No extra preliminary
tests are conducted in
Marriott . Only a basic
information about
health and safety is
determined.
 Final Interviews  British airways
focusses on
experienced staff
members during final
interviews.
 Marriott prefers fresh
young and skilled staff
for achieving its goals
and targets.
M2 Range of sources of information that compare the selection process
In an organisation selection process is different service industry but not similar as job
requirement as well as qualities or characteristics for a specific job area. Such as group
exercise, interviews, interpersonal skills, role plays and testing methods. Thus, selection process
is essential for an effective and attractive results (Selection Process. 2019).
TASK 4
4.1 Training and development function of Hilton and contribution of training and development
activities.
Training and development: Act of enhancing skills of employees in order to increase
performance in required field is known as training (Renwick, Redman and Maguire, 2013). It is
process of learning in continuity which helps employees to achieve basic needs or skills for
execution of function of organisation. Development refers to process in which employees are
ready for other task within same company. Ability and skills of employees are enhanced in terms
of efficiency and they can also work in managerial position.
Training and development function
Soft Skills development: Under this training program employees are being taught
communication skills which they can follow and implement within an organisation to have a

harmonious environment. Here in context with Hilton Hotel employees are taught soft skills so
that they greet guests and visitors politely.
Teach time Management: Under this employees are being trained so that they can learn
how they manage their time in an effective manner to complete tasks within time. Here they are
also being taught that they must allot time to each task so that they can prioritise their work and
complete tasks in a time allotted. Here in Hilton hotel, this program helps employees to mange
their work and complete it in time.
Methods of training and development:
There are different types of training and development methods that helps to organisation
to remain updated and increase morale of employees so it play crucial role in training and
development.
On the job training:
Under this training method employees who are less skilled in some area or want to
proficient in their career take training by observing their peers or managers when they
performing tasks and duties. It not occurs too much cost and time and not create destruction
during training because they simultaneously pursuing their work. In on job training some
methods are included that are as follows: coaching, mentoring, job rotation and job instructional
technique and apprenticeship are important methods to deliver appropriate skills to the
candidates.
off the job training:
Off the job training method is another method to deliver skills and essential knowledge to
the employees in different environment. Off job training method majorly concentrate upon
learning rather on performing tasks and it provides freedom to express views. In that training
method some essential sub methods includes that are as follows:
Lectures and conferences, vestibule training, simulation exercises(case study, management
games, role playing), sensitivity training are popular methods of that training method.
Peer to peer training:
Peer to peer training is the best way to transfer knowledge, skills and experience to the
members of team and other less skilled members in team. It helps in both personal and
professional development of employees and helps in increase their morale and satisfaction level

of consumers so that effective results should be accomplished. In people train their colleagues
that are new hire and people who are deficient in some areas.
Contribution of training and development methods:
Improves confidence and morale level: With help of training and development
employees can attain a satisfaction of job security in long run. It helps Hilton in maintaining its
employees for longer run and also helps to attain organisational growth and success. It increases
morale of employees and also helps to enhance confidence level by training and development
methods.
Consistency in working: Well defined and structured training programme help
employees of Hilton to achieve behaviour and higher uniformity in their skills. Complete
exposure of employees for fulfilling necessary details and information are ensured to achieve
organisational goals.
Addressing employees weakness: Individual face some kind or some sort of limitations
and weaknesses and with help of training and development, employees can overcome these
drawbacks which are letting them back.
M3 Logical development concepts and technical languages that has accurately used in
identifying training and development activities.
Training and development are useful or then company because it help in improving the
organisational performance by providing training and development sessions. So that they can
make important in their skills and knowledge. With the help of it they can help the firm in
creasing the profit and enhancing the productivity of the firm. It encourage the employees so that
they attain their set objectives and achieve their target in set period of time. It also beneficence
for the Hotel industry because it help in improving the performance of the services of the
organisations that are provided by it.
CONCLUSION
It is clear from above report that it is important and essential to emphasise on human
resource management for hospitality industry. Human resource within any industry focus to
make relationship between various subordinates within organisation. It provides broad
relationship framework where trust and rapport make direct impact on business and profits of
hospitality industry. Maintaining effective relationship is very essential to employees to enhance

business organisation to attain objectives and goals. Studies shows that what affects/impacts
managers and employees have on organisation. Training and development are two important
factors which have great impact on achievement of growth and development, which are shown
above and types of training are also analysed which have described above. Training and
development in human resource management department is a process of learning in continuity
and emphasise to help workers to achieve basic skills for implementation of organisations
function.
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