HRM in Hospitality: Analysis of Hilton Hotel's Practices

This report provides a comprehensive overview of Human Resource Management (HRM) practices within the Hilton Hotel, focusing on the service industry. It begins with an introduction to HRM and its importance in improving employee performance. The report analyzes various aspects of HRM, including staffing, development of workplace policies, compensation strategies, training and development programs, and employee retention efforts. It explores the role of HRM in attracting and retaining employees, improving employee relations, and ensuring a safe and healthy work environment. The report also delves into human resource planning, outlining the steps involved in forecasting demand and supply of manpower. Furthermore, the report examines the importance of employee relationships, communication, transparency, and group activities in fostering a positive work environment. Finally, the report highlights the significance of employment laws in ensuring smooth business operations within the hotel industry, making recommendations for effective HRM practices. This report is a valuable resource for understanding HRM in the context of the hospitality industry and its impact on organizational success.

Human Resource
Management for Service
Industry
1

Table of Contents
INTRODUCTION..........................................................................................................................................................3
Task 1..............................................................................................................................................................................3
1.1........................................................................................................................................................................3
1.2........................................................................................................................................................................5
TASK 2...........................................................................................................................................................................7
2.1........................................................................................................................................................................7
2.2........................................................................................................................................................................8
TASK 3...........................................................................................................................................................................9
3.1........................................................................................................................................................................9
3.2......................................................................................................................................................................10
TASK 4.........................................................................................................................................................................12
Covered in PPT..................................................................................................................................................12
CONCLUSION.............................................................................................................................................................12
REFERENCES..............................................................................................................................................................14
2

INTRODUCTION
Human resource management is an important function that help the firm in order to
improve the performance of the employees. It is a process which focuses on recruitment and
development of employees that will lead towards success in the market (Armstrong and Taylor,
2014). The firm provides training and development to its new workers to improve their
knowledge, experience, skills and attitude. With the help of these, overall performance can be
improved of the entity. HR manager also provide some rewards and incentives so that motivation
can be increased among all the staff members. The present report is based on Hilton Hotel which
performs its operations in the hospitality industry. The industry improves its HR practices so that
they can provide quality services to their customers. The below mentioned report explains that
what should be the role and purpose of the industry to attract customers. Along with this, it also
focuses on the employee relationship that how this affects the performance of the firm. Further, it
explains the role of training and development in the organization (Daley, 2012).
Task 1
1.1
HRM is an important concept that is used by the organization to recruit and select right
employees for right job. It also provides training and development to employees so that their
performance can be improved. Through the effective training programs, the worker will be able
to improve their core competencies and through this they can also achieve promotion in the firm
Motivation can be increased among employees by following effective human resource policies.
HRM plays different roles to improve the performance of Hilton Hotel (Guest, 2011). This is
concerned with the issue which the manpower is facing in the organization and further helps to
resolve those problems so that worker satisfaction can be increased. Different roles and purposes
of HRM are:
Staffing: The purpose of staffing is to hire the right kind of employees for the right job. It
is the duty of the manager to hire and select employees who can perform better in the
organization. Now, companies are using modern technology but still they need human resource
so that their overall objectives can be achieved. In this function, manager also have to perform
some roles like he have to develop plan and policies for staff members. Along with this, he has to
focus on the process of recruitment and selection.
3

Development of workplace policies: The purpose of these policies is to ensure the
smooth functioning in the business environment so that Hilton Hotel can achieve its objectives. It
is an important role of HR manager to develop the policies to ensure smooth functioning in
Hilton Hotel (Jiang and et. al., 2012). Whenever, HR manager take any decision to develop a
policy then he have to coordinate with other higher authority and then communicate the new plan
to all employees. These policies can be related to the leaves, discipline and so on.
Compensation: The purpose of compensation is to motivate employees so that they can
perform better. It is mandatory to increase the motivation among all employees. This is the role
of HR manager of Hilton Hotel that he has to give some rewards, benefits, compensation and
bonuses to their employees so that their performance can be improved. These extra benefits
motivate workforce and they will work hard to achieve all objectives. This compensation can
also be related to the promotion and award (Wright and McMahan, 2011).
Training and development: The purpose of these activities is to increase the productivity
in the business organization. These programs should be conducted by the manager of Hilton
hotel so that new employees will be able to know about their work in the company. Through
these activities, core competencies of workers can be improved and overall production of the
firm can be increased. The manager can provide on the job and off the job training by using
some methods like lecture, practical demonstration and so on. Through this, employer will be
able to retain its staff members and profitability can also be increased of the Hilton hotel.
Retention: The purpose of retention is to decrease employee retention in the Hilton
Hotel. It shows an ability of manager that how he can retain its employees in the organization. In
this process, compensation plays an important role in retaining the workers. Some members of
the organization left the job because they are not satisfied with the work culture of the Hilton
Hotel. . So, it is the role of manager to improve its policies (Purce, 2014). He has to understand
the issues of the members that they are facing because every time people do not leave the job due
to the compensation.
Worker protection: The purpose of this is to ensure the healthy and safe environment to
the workers. Safety is an important role so manager has to make some laws related to health and
safety of workers. Sometimes, government also make some laws that are related to worker
protection so the Hilton Hotel should adopt these laws and follow to ensure smooth functioning
in the industry.
4

1.2
Human resource planning is a continuous process that is used to forecast the demand and
supply of manpower in near future. Hilton Hotel has got success in the global market due to their
knowledgeable workforce (Bloom and Van Reenen, 2011). Through this process, right candidate
for right job can be ensured and the firm will be able to get success in the market. This process
starts with the objectives of planning and it ends with the appraisal of that process. This should
be effective so that success can be ensured of the firm as compared to other travel and tourism
industry. There are some steps that are involved in the human resource planning:
Determine the objectives of human resource planning: When Hilton Hotel plans any
process than first they have to identify the objectives that for what purpose they are conducting
this process. Here, Hilton hotel is planning to expand its business globally then they require
some competent and skilled personnel in the future. The goals should be defined by the firm
clearly so that these can be achieved in a particular time. These objectives can also differ from
one department to another on the basis of their role and functions.
Analyse current manpower inventory: In next stage, the firm have to identify their
current employees who are skilled and have knowledge about their work. HR manager can also
estimate the future job vacancies (Kehoe and Wright, 2013). They can also make plan that how
many employee the firm is going to hire either they can hire from the external world and they
can promote their existing employees.
Forecasting demand and supply of human resources: When the inventory is maintained
with the more skilled workers, then the manger have to estimate the demand of employees in
future so that targeted goals can be achieved. Here, required skilled should be matched with the
employee’s skills and knowledge so that success can be achieved.
Analyse the manpower gaps: Manpower gaps should be analysed by the manger after
estimating the demand and supply of the employees. Demand and supply both should be
balanced in order to improve the overall performance of Hilton Hotel. If demand is more than the
supply then the organization have to hire new worker to balance the gap.
Action plan: After identifying the gap now manager have to implement the plan. If any
issue will occur in the organization then manager will follow the recruitment, training, transfer
and lay off process (Chiang, Chow and Birtch, 2010). Through these productivity in the Hilton
Hotel can be improved.
5

Training and development: These training and development programs are essential for
the new and existing employees. In order to gain the knowledge about the work this program is
necessary and through this they can also enhance their knowledge, attitude and experience. This
is mandatory for those existing members who need to update their skills and knowledge.
Through this employee retention can also be decreased and profit can be increased.
Appraisal of manpower planning: At last the effectiveness of human resource planning
is also get evaluated by the Hilton Hotel (Ployhart and Moliterno, 2011). This planning process
is compared with its actual process that is implemented. After that, identify that need of
manpower is achieved or not. At this stage success of plan is get evaluated that it is effective or
not.
(HRM Planning Process, 2017)
A Proper Human resource planning process ensured that all the goals and objectives can be
achieved in a particular time period. Manger should continuously monitor the process so that
changing need can be identified in the organization. Control should be their on every process so
that the firm can achieve success as compared to the rivals.
6
Illustration 1: HRM Planning Process

TASK 2
2.1
Hilton Hotel deals in the hospitality management and their working conditions are very
different from any other service industry. These organizations are more focused on their
employees working conditions (Gruman and Saks, 2011). HR manager have to deal with many
issues regarding to the employment so manager has to make some laws in order to ensure the
safety of workers. Manager have to focus on the relations between the employees, between the
employer and employee, between the employee and customers.
 If these relationships get improved in the hotel industry then the firm can improve its overall
performance in the market as compare to other competitors.
 The employer have to deal with the issues and try to resolve those so that they can provide
quality services to the customers.
 If customers are get satisfied with the services then their satisfaction level can also get
increased and Hilton Hotel will be able to create a strong customers base.
There are some ways that can improve the relationship between all the employees. These
methods are :
Communication: It is an important factor that ensure the success of the organization.
Whenever, manager take any decision then he has to communicate this to their employees.
Formal and Informal both kinds of communication should be exist between all employees
(Tarique and Schuler, 2010). Both can improve the relation between workers rather than only
formal relation.
Transparency: It should be improved in hotel industry because this will increase the
satisfaction among all the employees. When manager take any decision then they have to
communicate this to their staff because this can increase the satisfaction among all employees.
He has to allow the staff members to take participate in the decision making.
Group activities: Manager should encourage the group activities in the Hilton Hotel.
Through these activities relationship among all the employees can be improved so he has to gave
the team work to employees (Barney, Ketchen Jr and Wright, 2011). Manager can allot a task in
group with deadline and ask them to take help of each other so relation can get improved.
7

Partialities: This should be avoided by the manager in order to improve the relationship
between employees (Howe-Walsh and Schyns, 2010). When manager take partialities then it will
affect the performance of the other worker.
There are some benefits that are attached with the employment relationship and these are:
 Strong relations between employees create a peace in the environment so they all will be
able to perform better and through this relationship productivity can be increased.
 It also encourage the loyalty among all the employees so loyal worker they will perform
better than any other.
 If relationship is good between employees than Conflicts get reduced and trust become an
essential factor in the performance of the workers.
2.2
Employment laws can ensure the smooth functioning in the business environment of
Hilton Hotel. There are many laws that are related to the employees such as health and safety,
consumer protection law, employment law, fair labour standard law and so on. Human resource
management is highly influenced by the state government that made legislative laws and the firm
have to follow these regulations (Katou and Budhwar, 2010.). These rules focus on all the
aspects of HRM practices such as recruitment, selection, compensation and policies that are
made for the workers. There are some legislative laws that can affect the management of human
resources:
 Equal pay act: This act ensure that equal pay should be given to all employees who are at
same position. Manager should not perform any discrimination in order to distribute the
income to all workers.
 Social security act: This act ensure the social welfare of the people who are working in
the organization. Manager have to made some policies and that should be related to all
workers.
 Health and safety law: These are related to the health and safety of the employees. In this
manager have to take care of their employees by providing them healthy and safety
environment.
 Compensation act: On the basis of this law manager is liable to pay compensation to their
employees if they met with an accident while doing the work. Manager have to pay amount
on the basis of the disablement (Snape and Redman, 2010).
8

All these laws should be followed by the Hilton Hotel so that they can provide a healthy
environment to their employees. These legislative laws affect all the functional areas of the
organization. If an organisation adopt any law then they have to follow these rules in their
business operations so this will affect the performance. These laws set the standards like an
employee can take approx 12 leaves in a year and working hours are fixed like not more than 10
hours an employee is liable to do work in day (De Leenheer, Christiaens and Meersman, 2010).
If any employee is doing overtime then he is liable to be paid extra incentives for that. When
these standards are not get matched with the companies policies then it will affect the
performance of that organization. Hilton Hotel should follow these rules in a proper manner
because these will ensure the firm towards the success.
TASK 3
3.1
Job description of Hilton hotel company in receptionist
Organisation Name Hilton Company
Job designation Receptionist
Location London
Report to HR manager
Duties and Responsibilities  Booking travel and hotel
 To manage room booking system
 Managing visitors book and provide then a
security passes
 To welcome the visitors by greeting and be
polite with them
 To answer the quarries on phone as well as
through mail (Furtmueller, Wilderom and Tate,
2011).
 Room reservation and assignment, cashier
work, guest registration, message and mail
services etc. of visitors.
Qualification Graduation pass out from any filed except from
9

science stream, MBA
Skill required  To develop and demonstrate typing skills
 Excellent spoken and written
communication skills
 Organisational skills
Salary Fresher: £ 12000 to £ 15000
Experienced: £ 17000 to £ 20000
Highly experienced: Above £ 20000
Working hours 9:00 am to 6:00 pm
3.2
Hilton is business hotel in UK and it has many branches around the world. To compare the
selection process of Hilton hotel and Holiday Inn has been selected. Selection process makes
easy for the organisation to select he suitable candidate who are capable of that job vacancy
(Furtmueller, Wilderom and Tate, 2011). The comparison of selection process between two hotel
company has been described as below:
Selection process of Hilton hotel
 Step 1: Define job - The organisation describes the job description, position of profile, what
are the performance criteria to needed in this job. It clearly defines that what vacancy has
been arisen in the hotel industry.
 Step 2: Identify candidates - After defining the job vacancy, various applications are
received by the company and from that they have to those candidates who are capable of this
job. In this step, experience, skills, education of the person are considered. After that
conduct a interview, interview can be taken as personal interview, telephonic interview etc.
Group discussion is also done in increase their skills and knowledge.
 Step 3: Qualify Candidates - In this step, qualify those candidates who perfectly match with
job vacancy job. In this the strength of candidate is considered. To hire that candidate the
decision is taken by high authority (Boxall, Ang and Bartram, 2011).
 Step 4: Select candidate - Finally select the candidates, who are fulfilling the requirements of
job. In this job description is explained and what will the package will given to that
10

candidate. The candidate will be aware about the code of conduct about the organisation,
there rules and policies etc.
Figure 1: Process of selection
(Process of selection, 2017)
The selection process is different in every industry. The selection process in car industry is
different. For example, the selection process of Audi company is described as below:
First step is to check out the candidate details and resumes that what qualification is done
regarding the manufacturing department and they must should know about the parts that is used
in to make the car.
Secondly, the manager of Audi company will evaluate the assessment career of candidate. It
helps the company to identify the potential candidate.
Thirdly, the organisation will take the interview of selected candidates and check there
qualification is suitable for company or not. Interview can be taken as face-to-face, questionnaire
or online test and many more techniques can be used to identify the suitable candidate.
11

Fourthly, the company will check the candidate background whether he/she is capable to do
job on which vacancy have been arisen. It they are satisfied with their post then they will become
the employees of company.
The selection procedure of both the industries is different. They both have their own
standard to select the candidate. But in car industry the company have to take proper care of the
candidate while selecting to them. The employees should have more knowledge regarding the
manufacturing parts of the car so that it use easily. Hence, the selection procedure is different in
every industry.
There are some advantage and disadvantage of selection process which have to faced by
every organisation. The comparative advantage of selection process is to select better person who
matches with the job vacancy. It reduces the costs but it need a little more time to select the
better person. But there are disadvantage of the selection process is through written test it does
not describe the skills of candidate.
The selection in hotel company is appointed on the basis of minimum qualification which
are required by the organisation. The importance of selection process are as follows:
 Suitability - A good selection policy require a good written job description to make positive
contribution in the organisation business requirements (i.e. Flexibility, leadership etc).
 Consistency - A good selection process also requires the hiring the managers at all the
stages, there by it reduces the discrimination between the employees (Shen, D'Netto and Tang,
2010). Equal opportunities is given to the employees if they are having any disadvantage for
any reason of work.
 Legality - Selection process is conducted in fair and transparent manner. So that good
recruitment and selection policy always makes the good recruiter. Privacy law require that
candidate application should be treated as confidential. If it is not kept as confidential then
penalties may apply. A good selection policy helps the organisation to protect their interest.
 Credibility - Candidates can see reputed employer at high place by good practice they
follow. The employees who selected for post they are also likely to want to become best
employ in the organisation.
 Transparency - By providing the recruitment process at every step. It ensures that all the
stakeholders are able to follow process and they are confident about there outcome results
(Morris and Venkatesh, 2010).
12

TASK 4
Covered in PPT
CONCLUSION
From the above report it can be concluded that training is most important part in
organisation. The job description and person specification are described usually together.
Through training it enhance the skills of employees and it reduces the cost and time of
organisation. A job description of receptionist is conducted to fill the job vacancy and provide
them a best training to take care of visitors. To select the people it depends on the hotel industry
that what kind of selection process they will choose weather simple or tough process. In Hilton
hotel different types of training are given to employees which help them to understand about the
organisation and there work. The need of training arises due to advancement of technology and
need improvement in performance of professional people.
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