HND Hospitality: Human Resource Management at Hilton Hotel

This report provides a detailed overview of Human Resource Management (HRM) practices within the Hilton Hotel, a prominent player in the hospitality industry. The report begins with an introduction to HRM, emphasizing its role in managing the workforce through various programs like training, performance management, and recruitment. It explores the roles and purposes of HRM within Hilton, focusing on recruitment processes, employee monitoring, and training and development initiatives. The report then justifies the importance of human resource planning based on supply and demand analysis, highlighting its significance for adapting to changes and directing staff towards organizational goals. The current state of employment relations in the service industry, including collective bargaining, employee participation, and grievance processes, is also examined. Furthermore, the report discusses the influence of employment law on HRM, outlining employee rights and relevant legislation such as the Equal Pay Act. The report continues by presenting job descriptions and person specifications with examples from Hilton, followed by a comparison of selection processes across different service industries. Finally, it evaluates the contribution of training and development activities to the effective operation of the Hilton Hotel. Overall, the report offers a comprehensive analysis of HRM strategies and their impact on the success of Hilton within the competitive hospitality sector.

Human
resource

Table of Contents
INTRODUCTION...........................................................................................................................3
TASK 1............................................................................................................................................3
1.1 Role and purpose of Human resource management in Hilton Hotel....................................3
1.2 Justification of human resource plan based on analysis of supply and demand for Hilton
hotel.............................................................................................................................................4
2.1 Current state of employment relations in selected service industry......................................5
2.2 Influence of employment law on management of human resource in Hilton hotel..............6
TASK 2............................................................................................................................................7
3.1 Job description and person specifications through examples from Hilton hotel..................7
3.2 Comparison between selection process of different service industries.................................9
TASK 4..........................................................................................................................................10
4.1 Contribution of training and development activities for effective operation of Hilton hotel
...................................................................................................................................................10
CONCLUSION..............................................................................................................................11
REFERENCES..............................................................................................................................12

INTRODUCTION
Human resource is all about managing workforce of business by conducting various
useful programmes such as; training and development, performance management, sessions,
compensation and benefits, hiring employees and so on (Barney, Ketchen Jr and Wright, 2011).
Basically, HR team is liable for recruiting and selecting best skilled employees for fulfilling the
vacant position of an association by considering necessary facts or figures. Hilton Hotel is one of
the most leading groups across the marketplace by having its branches across the distinct market.
Moreover, Hilton is having a strong brand image at marketplace because of its qualitative
hospitality towards their consumers. Therefore, this assignment is going to highlight role and
main purpose of human resource management at workplace by showing their various business
activities with proper justification. Furthermore, influence of employment laws on Hilton is also
outlined in the project as well as various process through which HR department is going to select
eligible candidates. Along with this, training and development programmes is also explained for
understanding the influence of its on business operations.
TASK 1
1.1 Role and purpose of Human resource management in Hilton Hotel
Human resource management is an appropriate process which is used by HR team for
managing their workforce in proper manner because all the business operations are handled by
staff members (Batt and Colvin, 2011). However, in service industry HR is having three major
areas of operations such as; recruitment and staffing, identifying compensation of employees or
benefits and lastly explain the roles and responsibilities of employees who are performing at
workplace with proper details. For example; what is expecting from them to perform in order to
attain their set personal and professional objectives. Apart from this, concept of HR in service
industry as well as travel and tourism is fully based on personnel of an association. Along with
this, requisite to have a potential of acquiring customer satisfaction with proper communication
and service skills. Hilton hotel is having number of branches due to which they need to hire
skilled and eligible employees in order to run their business in smooth manner. Thus, HR team of
Hilton hotel is responsible to perform number of roles which is discussed as follows-
Recruiting process- Initial step or role of HRM is to hire skilled employees for Hilton
hotel and their distinct branches for managing all the business activities in proper manner.
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However, this process is highly complex because selection of best suitable candidate is gone
through various test and interviews in order to analyse the background, knowledge and talent of
desired employee (Bolman and Deal, 2017). In fact, HR needs to follow all the steps because
growth of Hilton and its image is fully depend upon proper working of staff members. For
example; front office is liable for capturing attention of customers by fulfilling their needs
according to demand.
Monitoring employees- Process of HR team is a continuous which continues after
recruitment and selection of correct candidates also. In Hilton hotel, it is essential for recruiter to
assigned specific job to hired employee in order to polish them so that they can achieve their set
objectives or goals in a defined time period.
Organize training and development programmes- As per this element, HR team is liable
for conducting various training and enhancement sessions for employees in order to improve
their knowledge and make them aware about their assigned job. In fact, this programme also help
them in improving their entire personality which is beneficial for their future success.
Apart from this, there are number of purposes of HRM which is discussed as follows-
Proper management of staff members- One of the major purpose of designing HR team is to
manage employees whosoever are working at organization by making an appropriate plans and
procedures. In fact, this will help in attaining set target of Hilton hotel by filling the vacant
position of an enterprise and manage them in more suitable manner (Bröckermann, 2012) .
Concerned about employees benefits- HR is also having the motive is to make sure that
all the employees are accessing the advantages which is offered by an organization to them. It
means, they have to maintain positive relationship with staff members for understanding their
views and opinions towards enterprises.
Hard and Soft HRM- It’s an approach through which employees are treated as a
resources like other such as; land and building, plant and machinery or many more. On the other
hand, soft HRM means that employees are seen as most indispensable source for gaining
competitive advantage at workplace. However, Hard HRM is suitable in services industry
because there are large number of employees available at workplace.
1.2 Justification of human resource plan based on analysis of supply and demand for Hilton hotel
Human resource planning is a term which is defined as an appropriate process that is
related with determination of present and future requirements of staff members at workplace for
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attaining set targets by maintaining a connection between HRM process and entire strategic plan
(Buckley, 2012). It covers estimation of number of individual’s requisite at workplace for
performing particular business activities and identified that how these employees get recruited.
Significance of human resource planning- It’s a very significant for company because
it helps in coping with modifications by assuming future personnel requirements. In fact,
planning for HR supports in directing staff members towards their set objectives or goals.
Need for analysing demand and supply- Hilton hotel is a well-known association
which is famous for its qualitative services but still they need to assess the demand and supply
for controlling extra wastage of product or their company stocks. Basically, assessment of
demand and supply aids in identifying the availability of HR at workplace and expense of
procurement of human resources for an enterprise. In fact, competitive surrounding of workforce
is identified and evaluation by the assessment of demand and supply in industry. This will
support in understanding percentage of staff members available in whole industry.
Assessment of demand and supply for Hilton hotel- Hilton hotel believes in making
plans for need of human resources at workplace in future on the basis of its current demand and
supply. For this assessment, existing workforce is compared with present and future
requirements for forecasting the demand of human resource at hotel (Campbell, Coff and
Kryscynski, 2012).
2.1 Current state of employment relations in selected service industry
In the present period of time, human resources is an effective employee relationship
management which is basically focused on evaluating a behaviour among employees and
employers at the office premises. This will assist them to increase the staffs, motivate to
accomplish their task and increase overall productivity as well as moral of the staff member. The
employee relationship at the Hilton Hotel analyse the resolution to examine the issues that are
faced with the employee that are eventually affecting the workplace condition. In accordance
with the human and resources a valuable communication would be maintained so effectively that
does not have to face critical issues within an organisation. In context to the situation those are
arises within an organisation has to communicate among them that can assist people to resolve
their issues more properly (Cloke and Park, Eds., 2013). Employment relations is said to be
examination and co-operation between the staff members of an organisation that would assist
them to face their overall co-ordination within each other at the time of avoiding conflicts and
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confusion. The relationship among the staffs and managers within Hilton hotel used to
contribute their efforts in attaining overall aims and objectives for an organisation. The present
situation of employment relation in the hotel sectors tend to contribute in various parts such as:
Collective bargains and negations: It refers as the one of the effective procedure
through which members of trade union and their labour negotiate with their certain matters as
well as the scope of relationship within the hotel sectors.
Employee participation and empowerment: The staffs within the hotel sectors
contribute to an organisation in participating the effective planning in Hilton hotel. The
involvement of strong relation can provide results in minimum chance of conflicts among them
and modify the relation which is essential factors to the overall growth of the services sectors.
Grievance and Disciplinary process: It is an effective mechanism within the hotel
sector which is addressed by the help of formal and information meeting of mangers among the
employee as well as trade union. The code of conduct for the employee and members are analyse
to make sure that disciplinary process are formulated within the organisation those are related
with the hotel industry (Coff and Kryscynski, 2011).
Culture: In most of the organisation, it has been seen that culture is playing an eminent
role in the culture and corporate strategy at the Hilton hotel that are still working to dress the
formal and professional capabilities. The culture as well as the working environments can be
differing from the types of business a services sector is associated during the period of time.
2.2 Influence of employment law on management of human resource in Hilton hotel
As, it is clear from the analysis that employee relation is considered as primary aspect of
any organisation whether working in retail or service sector. It would determine the regulation of
the work routine and make sure that mistakes among employees must be maintained for longer
period of time. There are various legal laws that are followed during the time in order to maintain
dignity at the workplace. The agreement that is design for employer and employee could be
appropriate for the state regulation as well as the central law. The employment rights acts are
basically related with the employee in regards to their salaries, wages and dismissal justification
as well as insolvency for their employees. The first and foremost aspects of human resources
strategies of Hilton hotel is to maintain minimum employee cost that can again in turn framed
challenges for their HR team of the hotel (Crouch, 2011).
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Employee rights: There are certain rights which are made for the employees such as to
keep the contract of employment for enabling them to work in safe and healthy environment,
joining trade union as well as being allowed to access their individual data.
Employment legislation: Some of the legal protection of employment right is: The equal
pay act that used to deliver that men and women would be paid certain amount which is equal for
their job.
Working time regulation: It is made for the purpose of providing maximum hours for
which employees are permitted to work within an organisation. The discrimination on the basis
of caste, race, sex age or some important aspects that are required to be avoided at the workplace.
Equal pay act 1970: According to this legislation, an organization is liable for offering
equal salary to their employees who are hiring at same level for maintaining equality at
workplace. As a result, this will help an association in maintaining positive environment in an
enterprise and somehow motivate staff members to perform their job with full of loyalty.
By analysing above employment laws, it has been understood that these legal norms are
shaping the company rules and regulations as well as enforce an enterprise to consider rights of
staff members while making company’s policies (Evans, Stonehouse and Campbell, 2012) .
TASK 2
3.1 Job description and person specifications through examples from Hilton hotel
Human resource managers in an organisation look out for eligible candidates who are
best fit for the job. In case of Hilton Hotel, management of the company has five members in the
recruitment board that use internal and external approaches effectively so that recruitment can be
took place in a proper manner. Basically, they are doing this recruitment process for the post of
receptionist. In order to do this, Hilton Hotel has given advertisements and provided the detail of
documents required. Other than this, job description and job specification is also mentioned so
that candidates can apply for the job accordingly. Therefore, detail of the document are explained
below for better understanding:
Job Description: It is determined as a document with the help of which candidates can
get information related to the post which is vacant or offered by the company (Fine, 2012). This
is prepared by the HR Manager after analysing the needs and requirement of firm or different
departments.
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Job Description
Organisation: Hilton Hotels
Division: Human Resource Department
Job Title: Receptionist
Job Location: London
Working conditions: 12 Hours
Job Summary: Hilton Hotel is one of the renowned organisation in service sector, they are
popularly known for its excellent services and facilities all over the world. Recently, the
company is looking for a receptionist who can effectively serve and greet visitors or direct them
according to the requirements.
Roles and Responsibilities: Every post has some roles and responsibilities according to which
an individual perform their activities. In case of Receptionist, some of the roles and
responsibilities are mentioned below in order to make aspirants clear about what they have to
do in an organisation as a receptionist.
 Greeting or welcoming the guests appropriately in person or on the telephone.
 Should be able to direct visitors not even disturbing employees and department
directories.
 Monitoring of logbook, issuing visitors badges and maintaining securities.
 Should be able to maintain telecommunication process between different console.
 Must be capable of sorting of mails so that it can be delivered to right person within the
organisation.
 Should be able to order front office supplies and must be able to manage inventory full
of stocks.
Job Specification: This is an another form of document that contains details about the
educational qualification of a candidate. Other than educational qualification a job description
includes skills and knowledge, capabilities, qualities etc.,
Job Specifications
Organisation: Hilton Hotels
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Job Title : Receptionist
Qualification:
 Master in Business Administration
 Certificate in clerical studies or office assistance.
Essential Criteria:
 Should have proper knowledge about tools and technologies for answering and routing
incoming calls so that general assistance can be provided.
 Must have strong oral and written communication skills.
 Should be familiar with office technology and organisational skills such as bookkeeping,
database software etc.,
 Must be able to coordinate with different departments.
Desirable criteria:
 Should have an experience of 3 years in the field of office assistance.
 Effective communication skills
 Must have attractive personality.
3.2 Comparison between selection process of different service industries
The Selection Process at Hilton Hotel:
Hilton hotel for fulfilling the vacant seats in generally hire candidates through external
sources and for this, they publish advertisements in newspapers or through campus placements
from different universities. After the process of recruitment managers of the company invite
suitable aspirants for further process of interviews which is mostly face-to-face interviews.
Therefore, on the basis of skills and knowledge acquired recruitment panel select candidates on
different basis (Gatewood, Feild and Barrick, 2015).
After testing the aspirants on the basis of experience and educational qualification
candidates best out them are selected. Along with this, aptitude tests will aid managers in
selecting appropriate aspirant for the organisation as it will tell company who is effective in
decision making process and capable of handling difficult situations in an effective manner.
Finally, the selected candidates are provided with proper training for 20 days so that they
can be made more eligible for the selected post or position.
The Selection Process at Riverview Bistro:
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Riverview Bistro is one of the leading restaurant in Stratford is know for its tastier food
served to its customers. Along with this, they conduct parties and other activities for its clients.
Company hire employees through websites as candidates can apply for the job looking at the
post which are vacant. After this, qualifications of applied candidates are analysed and aspirants
who matched the requirement of the post than they are called for interview and there these
candidates are judged on the basis of their work experience and knowledge they acquire.
After this, the selected candidates are test on the basis of practical situations so as to
evaluate their intelligence on different circumstances. Thus, this provides with the final selected
aspirants who are eligible for the job.
Therefore, recruitment and selection process is done for fulling vacant places in an
organisation but there selection process are different from company to company (Gruman and
Saks, 2011).
TASK 4
4.1 Contribution of training and development activities for effective operation of Hilton hotel
Training and development programmes is determined as one of the crucial process which
is undertaken by the HR manager so as to improve workforce. Therefore, in order to do this,
department of Human resource analyse different departments so that vacant post can be
identified and recruitment is done accordingly. For improving the skills and knowledge acquired
by an individual it is essential that appropriate training and development programmes are
provided. As a result, it will ultimately enhance the capability and efficiency of the company.
There are different kind of training and development programmes which can be used by
companies and some of them are mentioned below:
On the Job Training Method: In this training are given to employees within the
organisation. In relation with Hilton Hotel, managers teach and provide training like how to greet
clients and behave with them (Jackson and Parry, 2011). All these training are given through
classroom lectures, audio-video tapes etc.,
Off the Job Training Method: According to this, training are given to staff members
outside the organisation. Trainings are provided through conferences, online training etc.,
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CONCLUSION
From the above report, it has been summarized that human resource are most
indispensable aspect for success of an organization because all the business activities are
managed and regulated by them only. In fact, hospitality industry is somehow based on the skills
and experienced of their employees only because staff members are liable for dealing with final
consumers. Throughout the project, it has been understood that HR team are playing very crucial
in enhancing business performance and its productivity by hiring desired candidates for an
organization. However, designed person specifications with the help of various examples was
also explained in the project which helps in understanding the process which is used by company
for hiring desired employees at workplace. Along with this, shows that training and development
programmes plays a very eminent role by showing its effectiveness in business operations of
successful enterprise.
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REFERENCES
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