Analyzing HRM at Hilton Hotels and Resorts: Tasks 2 and 3 Report

This report provides a comprehensive analysis of Human Resource Management (HRM) within Hilton Hotels and Resorts, focusing on tasks 2 and 3 of a student assignment. The report begins with an executive summary highlighting the importance of HRM in the hospitality industry, using Hilton as a case study. Task 2 delves into job descriptions and person specifications, providing a detailed example for a Catering Manager position, and compares Hilton's selection process with that of Domino's. Task 3 explores training and development activities within the Hilton Group, emphasizing their role in employee satisfaction and effective operations. The report concludes by summarizing the key findings, emphasizing the significance of HRM for the long-term success of the organization, and highlighting Hilton's commitment to employee development and customer satisfaction. References from academic journals and industry publications are included to support the analysis.

Human Resource Management for Hilton Hotels and Resorts
Human Resource Management for Hilton Hotels and Resorts (Task 2 and 3)
Student Name
Institute Name
Date
1

Human Resource Management for Hilton Hotels and Resorts
Executive Summary
This assignment provides a complete analysis of the importance and need of human resource
management in hospitality industry. This study of human resource management in hospitality
business has been analyzed on the basis of a case study. The analysis has been made on one of
the popular chain of hotels which is the Hilton Hotels and Resorts. This assignment includes job
description and person specifications in Hilton Hotels and Resorts and comparison of selection in
this hotel with other businesses.
2

Human Resource Management for Hilton Hotels and Resorts
Table of Contents
Task 2..........................................................................................................................................................3
Introduction.............................................................................................................................................3
Job Description and Person Specifications Example...............................................................................4
Comparison of Selection Process with Other Business............................................................................7
Conclusion and Recommendation...........................................................................................................8
References...............................................................................................................................................8
Task 3..........................................................................................................................................................9
Training and Development Activities in Hilton Group............................................................................9
Effective Operation of Human Resources in Hilton..............................................................................10
Achievements of Hilton Group..............................................................................................................10
Conclusion and Recommendation.........................................................................................................11
References.............................................................................................................................................11
3

Human Resource Management for Hilton Hotels and Resorts
Task 2
Introduction
Job description generally made with regard to some vacancies and position within the
management of the Hilton Hotels and resorts. This description of jobs ultimately based on the
outcomes of the job analysis process and that also includes duties, scope, purpose and
responsibilities etc. While making a job description it helps the applicant and interviewer
analyze the details of the vacancy for a particular position. The term job specification also
includes a hand printed description which contains the information regarding education
qualifications, qualities, level of experiences, skills and other responsible factors of an applicant,.
In simple words, a job description helps to define the main and essential details that the applicant
should possess to fit into the particular job vacancy.
Job Description and Person Specifications Example
The aforesaid analysis can be better understandable with the help of an example. The example
for the job description and person specification has been provided below;
Job Description and Person Specification:
FOR THE POSITION OF CATERING MANAGER IN HILTON HOTEL
Position: Catering Manager
Report to be made: Director of Hilton Hotels and Resorts
Department: Catering
Supervises: Catering Staff, Servers and Waiters
Liaises with: Wedding Coordinator, Sales coordinator of corporate functions, Executive Chef
and Catering and Conference Services
Purpose and Scope of Job:
4

Human Resource Management for Hilton Hotels and Resorts
The Catering Manager is responsible for the various catering services provided by the hotels and
resorts. The services include presentation of food, serving, selection of menu etc. The scope of
the job is also to check the customer satisfaction and quality of the services. This job vacancy is
also made for evaluation, recruitment and coaching of the catering services.
The following are some the essential duties of the Job;
The approach must be friendly towards the colleagues and guest of the hotel.
Maintaining a good interaction with the guests and ensure that the guests are satisfied with the
services
A positive approach towards the negative feedbacks and complaints of the customers
Immediate response for the complainants and negative feedbacks provided by the client
Co-ordination with the co-workers for timely delivery of services
T o stay in touch with the kitchen staff for smooth communication regarding timely delivery of
services
To ensure that the all the staff of the department are well coordinated
Inspection of arrangement for service such as table setting including it is clean, table linen,
silverware and glassware etc.
To ensure the services are provided in a good atmosphere that the arrangements are made
appropriately and according to the choice of the client
Monitoring the activities of the team members and to ensure all the team members are doing
their respective jobs properly
Supervision of activities related to cleanup, storage, arrangements, securities activities etc.
Supervision of catering services including catering of golf carts and vans
Ensure the suitable arrangements of training programs
5

Human Resource Management for Hilton Hotels and Resorts
Conducting meeting with the staff members on a daily basis
Keeping the staff informed regarding future plans and policies of organization
Providing the schedule of work to the staff members on the basis of the vision and mission of the
organization
Reviewing the performance of the staff and plan events accordingly
Conducting meeting with the top management for the evaluation of the strategies
Review of the compensation paid to staff members
The following are some of the Marginal Duties in relation to the Job Description:
Preparation of Summary of work on a daily basis
To attend the meetings in relation to work
Organizing training as and when required for the performance of specific tasks
The following are the other requirements in relation to the Job Description:
A degree or post graduate degree in business management or hospitality
About more than 5 years of experience as a catering manager in a prominent hospitality company
Knowledge of specific food items and beverages
Excellent Communication Skills
Having Fluency in English
Knowledge of other foreign Language is also an advantage
Ability to handle the team and Can work in Pressure
Can handle smoothly the complaints and disputes of the guests
6

Human Resource Management for Hilton Hotels and Resorts
Can work for flexible schedules
Good listening power and ability to solve complex issues
Comparison of Selection Process with Other Business
The term selection refers to hiring the eligible candidate for a vacant job opening who can
contribute towards the accomplishment of organizational goals and objectives of Hilton Hotels
and Resorts. The process for selection can be of four ways such as external recruitment, job
description, job specification, Induction and Training.
The selection Process of Dominos: Dominos follows two types of recruitment and selection
process such as internal as well as external. The internal recruitment involves the job posting
regarding a job vacancy. On the other hand the external recruitment includes advertisements
provided in recruitment portals, newspapers, corporate websites etc.
The following are the stages of selection process:
Screening of candidates:
When an application is received the next process is of screening of the applicants. This is done
by the Human Resource Manager of Dominos. After analysis the Human Resource Manager
shortlist some of the applicants who are fulfilling the criteria of the job description.
Written Test:
The next step after screening of candidate is written test. The short listed candidates then called
for a written test to evaluate their knowledge and skills.
Initial Interview:
After that, the candidates who successfully pass the written test called for the face to face
interview with the manager of Dominos.
On-Job evaluation:
7

Human Resource Management for Hilton Hotels and Resorts
Once the candidate clears the face to face interview, he is appointed for three days in the
restaurant to evaluate his skills and knowledge.
Reference Checks:
After the evaluation is done, reference checks are made to verify the authenticity of the details
provided by the candidate.
Final Interview:
The candidates who pass successfully all the stages will once again called for the last interview
with the panel comprising of team leader, floor manager and human resource manager.
Hilton Hotel has large number of facilities and amenities that are being provided in the hotel
which includes shop, spa, foreign currency exchange, laundry, gift shop, lounge, luxury rooms,
safe deposit box etc. The aforesaid services have to be maintained in a proper manner so that it
can satisfy the customers. Hence, Hilton needs qualified and experienced employees who can
deal with this. The hotel is also adopting proper induction and training of the employees for this
reason.
Conclusion and Recommendation
With the discussion the explanation, it can be concluded that Human Resource Management is
one of the important part of an organization for its long term growth and success. Through this
study various elements of human resource management of Hilton Hotels and Resorts have been
analyzed which suggests that training, development, recruitment, selection is an important part of
Hilton Hotels and Resorts.
Hilton Hotels and Resorts is one of the prominent bodies in Hotel Industry that lay emphasis on
the satisfaction of the employees by providing proper measures and education in the field of
human resource management. The employee satisfaction ultimately leads to the satisfaction of
the customers. Hilton is arranging training and development program to improve the
performances of the employees which can help the customers to change their demands and
preferences.
8

Human Resource Management for Hilton Hotels and Resorts
References
Arla Jarva, Niklas Mäkinen. (2014). Multicultural Human Resources Management in Hilton .
Gilian Maxwell and Gordon Lyle. (2002, September). Strategic HRM and business performance
in the Hilton Group .
kawa, b. (2016, July 19). Human Resource Management of Hilton Hotels Corporation .
Limited, E. G. (2004). Hilton hits the heights of hotel service with HR initiative: , 2 (12).
Maxwell, G. (2002). Strategic HRM and business performance in the Hilton Group .
Task 3
Training and Development Activities in Hilton Group
The main aim of Human Resources and training in Hilton is to set a parameter or the staff
members who are ready to work in the hotel industry and can perform their respective jobs well
and in an effective manner.
According to Hilton, they attract, nurture and retain the hospitality industry on the top talent in
creation of successful and busy hotels across the globe. The committed and loyal staff members
of the Organization are the main element of success for the Hilton Hotels and Resorts. The hotel
has an award winning culture for workplace which ultimately attracts the best talents to nurture
themselves in terms of training, development and reward programs. The organization has more
than 5000 hotels across 100 countries worldwide.
The motto of the Hilton Hotels and Resorts is that Hospitality cannot be considered as a job and
that it can be termed as an opportunity to grow and be the part of the culture and community of
the organization. The team members of the organization are extremely professional who can
deliver excellent services to the guests
In Hilton, Hospitality is considered as at core and that the hotels of the company are of top talent.
Due to the training and development programs organized by the company on regular intervals the
employees of the organization can fulfill the demands of the guests. This training and
development helps them to understand the choices, likes and preferences of the customers.
9

Human Resource Management for Hilton Hotels and Resorts
For this Hilton also conducts tested programs which include performance management,
development in leadership, compensation, recruitment process, succession planning etc. In
addition to that the Human resource manager of the organization also manages the cost and time
that are being spent on the aforesaid programs.
For this reason, the employees and team members of the organization get rewards and
recognition for the creation of great environment in the work place. Such reward and recognition
helps them to perform their respective jobs in most efficient and effective manner.
Effective Operation of Human Resources in Hilton
The organization has successfully handing all the hotels which are being operated both locally as
well as nationally. It has the strong ability to manage things and good staffing and operational
activities for the performance of the business.
In terms of Recruitment, the hotel has the access of National Recruitment Operations Centers
(ROCs) which is engaged in providing centralized recruitment and talent acquisition in
hospitality.
The workforce culture of the organization also a dominant part which leads to get the best talent
across the globe. The team members’ loyalty has lead to higher productivity and reduced the cost
of the labor.
The organization also has been conducting corporate responsibility programs which will help to
create opportunities, strengthen communities and preserve environments.
Achievements of Hilton Group
The following are some of the major achievement of Hilton Hotels and Resorts;
2016
World’s Most Admired Companies, Fortune Magazine
10 Best Workplaces in the Fortune 500, Fortune Magazine
26th Rank at 100 Best Companies to Work For, Fortune Magazine
10

Human Resource Management for Hilton Hotels and Resorts
Forbes 500 Best Employers, Forbes
Best Multinational Workplaces in Latin America, Great Place to Work
Best Workplaces, U.S., Great Place to Work.
Conclusion and Recommendation
With the discussion the explanation, it can be concluded that Human Resource Management is
one of the important part of an organization for its long term growth and success. Through this
study various elements of human resource management of Hilton Hotels and Resorts have been
analyzed which suggests that training, development, recruitment, selection is an important part of
Hilton Hotels and Resorts.
Hilton Hotels and Resorts is one of the prominent bodies in Hotel Industry that lay emphasis on
the satisfaction of the employees by providing proper measures and education in the field of
human resource management. The employee satisfaction ultimately leads to the satisfaction of
the customers. Hilton is arranging training and development program to improve the
performances of the employees which can help the customers to change their demands and
preferences.
References
(2017, April 21). Role of training and development in effective operation of hilton hotel .
Limited, E. G. (2004). Hilton hits the heights of hotel service with HR initiative: Equilibrium
scheme creates the right balance for guests , 6 (12).
Miller, C. (2016, November 28). The Hilton Hotel - Training and Development .
Resorts, H. H. (2018). Learning And Development Manager .
Services, H. M. (2018). Hr & Training .
11

Human Resource Management for Hilton Hotels and Resorts
12