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 human resource planning, specifically focusing on supply and demand, and examines the current state of employment relations within the UK service sector, including the impact of employment law. Further, it delves into job descriptions, recruitment processes, and selection methods, comparing different hospitality businesses. Finally, the report analyzes the training and development functions within Hilton, assessing the contribution of these activities to employee performance and organizational goals. The report covers various aspects of HRM, including planning and forecasting, recruitment, employment contracts, employee monitoring, training and development, and budget monitoring. It also differentiates between hard and soft HRM approaches. The report further provides a detailed human resource plan for Hilton, addressing resource management, scenario planning, and forecasting. The report also analyzes the current state of employment relations in the UK service sector, including the importance of employee relationships, and various strategies for maintaining good employee relations within the hospitality sector.

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.