HND in Hospitality: Human Resource Management Report - Hilton Hotel

This report provides a comprehensive analysis of Human Resource Management (HRM) practices within the Hilton Hotel. It begins by outlining the role and purpose of HRM, including recruitment, selection, training, and development, and explores an HRM plan based on supply and demand within the service industry. The report then delves into the current state of employee relations, examining aspects like collective bargaining and grievance procedures. Furthermore, it investigates the impact of employment law, such as the Health and Safety Act and Data Protection Act, on the hotel's decision-making processes. The report also covers job descriptions, person specifications, and the selection process for different roles. Finally, it assesses the contribution of training and development activities to the effective operation of the Hilton Hotel, providing a holistic overview of HRM's significance in the hospitality sector.

Human resource
management

Table of Contents
INTRODUCTION .........................................................................................................................3
TASK 1............................................................................................................................................3
1.1 Role and purpose of HRM in Hilton hotel.......................................................................3
1.2 Plan based on supply and demand of service industries...................................................4
TASK 2............................................................................................................................................5
2.1 Current state of employees relation in Hilton hotel..........................................................5
2.2 Employment law affects management of human resources in Hilton Hotel..................6
TASK 23..........................................................................................................................................7
3.1 Job Description and Person's Specification .....................................................................7
3.2 Selection process of different service industry ..............................................................10
TASK 34........................................................................................................................................11
4.1 Contribution of training and development activities to effective operation of Hilton . .11
CONCLUSION..............................................................................................................................11
REFERENCES..............................................................................................................................13

INTRODUCTION
HRM is strategic approach that is used in overall effective management of workers
working in an organisation. HR department of any type of organisation is responsible for
designing overall structure of organisation so that productivity of employee can be increased to
certain level. In hospitality industry role of HRM is slightly different as as from allocation of
resources to managing various aspects working and managing people includes (Glendon, Clarke
and McKenna, 2016). Hilton hotel is an American hospitality company that gives full and
flagship services to their customer. There are more then 500 hotels and resorts in almost 85
different countries. In present report different roles and purpose of HRM are highlighted.
Furthermore, an HRM plan is made on the basis of supply and demand. Along with this, current
state of employees in Hilton Hotel, impact of legislations on employment policy and importance
of training sessions are also describing.

TASK 1
1.1 Role and purpose of HRM in Hilton hotel
Human resource management is the most important function of a company which helps
in running business in more appropriate manner. HR managers in this regard, perform various
functions related to manage workplace. It includes recruitment and selection, training and
development, reward, compensation etc. In context with hotel industries, organisations deal in
this sector, are considered as one of the fastest growing companies in world. This industry is
such diverse that people can work in different areas of interest. Hilton hotel provides various
types of services to their guest and customers (Fulton and et. al., 2011). overall emerging trend of
hospitality industries also helps in making foreign exchange and developing economical growth
of a country.
There are several roles of an HR managers starts for allocating resources to various
department or to handle issue regarding behaviour and ethics. hospitality industry is blessed with
various opportunities but also suffers from high employee turnover and also deals with change in
technology. As this hospitality business is in demand and there are various types of desire in
among customer so role of HR also changes from time to time based of various types of activity.
Functions of HRM:
Human resource manager has overall expertise in general business and overall
management skill. In smaller organisation HR managers deals with all types of management
function such as administrative matters, operational matter etc. But regardless to size and
department function HR manager should have such skills that can helps in making each and
every function properly. several roles and responsibilities of an HR manager are as follows
Training and development- HR manager of Hilton hotel provides timely training
program and helps in improving skill of an employee. Through training and development
programme areas where improvement can be done are identified. By having seminars and
various workshop skill of a worker can be improved to certain level and overall planning of
succession can be drawn by HR managers of Hilton hotel. various types training program are
developed by HR manager of organisation accordingly to priority. Hence training always growth
and development of company as well employees working in it.
Recruitment and selection- In HR department of Hilton hotel hiring of new employees
in done by Human resources manager of an organisation (Daley, 2012). For example in Hilton

hotel overall knowledge of shortage of employees in hotel industries then manager of hotel
should have skill to develop overall strategies so that company can retain employee as well can
maintain level of staff in current level.
Employees relation- To maintain healthy environment with in an organisation is another
responsibilities of HR manager in an organisation (Human resource management, 2016). healthy
relation ship between employees always helps in building working environment more impactful
towards work. This also ensure safe working area where worker can work without any type of
concern. In Hilton hotel HR managers always tries to ensure that create safe working
environment this helps in bringing up trust level of an employee towards image of company.
Purpose of HRM:
In Hilton Hotel, the main purpose of HRM practices like recruitment and selection,
training and development, etc. is to increase productivity of workplace. Through such process,
managers can entail workers and other staff members about how to provide effective services to
customers. By applying different practices such as employee relations, managers can develop
strong relationship among staff members and bring cooperation in them. This would help in
increasing efficiencies of business because if employees work in healthy environment then they
can give high contribution in achievement of goals and objectives.
1.2 HRM Plan based on supply and demand of service industries
In Hilton hotel is organising party famous business corporates people that organisation
has planned to develop recruit and select various employee for particular event. so HRM of
company decided that there will be need of almost 100 office boys that can work for 4 to 5 hours
for several days purpose of serving various types of dishes to guest as well as handling different
services regarding hygiene of place for three to four days.
5 manager are required to handle 20 of office boy each and one HR manager is required
who can guide 5 of manager regarding duties that have to performed (CHUANG and Liao,
2010).
Here party duration would be of 4 to five hours where all corporate and business person
will come and thing that would be needed as a resources in party.
Recruitment and selection – recruitment is of office boys is done by lower level
management of organisation where all common ethics and general communication is required
for post of office. educational background is limited as there is no need of degree for this post.

Procedure of selection – overall committee of two people is required to select right
candidates for right job. Generally ethics and behavioural and way of talking is considered for
selection of candidate. general vocal interview is taken where life background is taken to
consideration while hiring of an employee.
Compensation –allowances, dress code and travelling charges are given to selected
candidates in process of interview. Meal after working hours is also given to employee.
Training- Short term training regarding how to address guest while receiving them into
hotels. Welcoming guest with various type of starter in initial stages.
Performance appraisal- overall performance of individual is calculated. appraisals are
done to recognise effective performer. Awards and rewards are given in for there best of
performances this also helps in boosting performance and staying motivated towards work.
2.1 Current state of employees relation in Hilton hotel
Employee relation is an important part of human resource management. It defines the
relationship between an employer and employee. It is important for managers to develop a
healthy and strong relations with employees since it encourages them, boost their morale and
motivate them. In hospitality industry, the current state of a workforce is quite good. In Hilton
Hotel healthy relation between management and employee related to unionisation which are
participation of employees, collective bargaining, structure, culture, disciplinary procedures and
grievances, etc. is important. Those factors which helps in maintaining healthy employment
relations are been discussed.
Collective bargaining: In hospitality industry, employees bargains with employer related
to terms and conditions of employment. This is usually determined by trade unions under which
leaders represents themselves on behalf of other employees in front of the organisation and
address their grievances related to wages, salaries, hours of working and other issues.
In Hilton hotel, trade union does bargaining with employer so that their staff members demands
are being full filled. Company also initiate actions which are suitable in developing a team of
trade union and does an agreement that encourages in maintaining good employee relations.
Grievances procedures: To solve the problems and grievances of workforce, Hilton
Hotel needs to form a team for this purpose specially. Their employees are liberal enough to
drop their complaints in a complaint box and members of team consider those complaints and try
to give solution.

`Participation of employee: In providing satisfaction to customers, Hilton hotels needs a
huge human resources and to maintain its sustainability, it is important for personnel manager to
build good employer and employee relation. Hilton hotel conducts various training programs,
incentives, compensation and many more so that employees and participate more in the activities
of a firm.
2.2 Impact of employment law in decision-making procedures of Hilton Hotel
Employment law is a field of legislation that rules relationship of employer and
employee. If an organisation has more than one personnel then it uses laws of employment. This
field of laws involves state laws as well as federal laws and includes various subjects with
common objective to protect against rights of workers (Importance of HRM practices in an
organisation, 2018). These laws help employees in preventing discrimination, promoting
security and health, create a certain level for economic support and preventing disturbance in
work which occurs because of conflicts between management and labour. A HR manager helps
in ensuring that employees are getting protected by laws of employment and enjoy their rights
within an organisation. Employment law that affects management of human resources in Hilton
hotel are mentioned below.
 Health and Safety Act, 1992: This law states that employee working within an
organisation must be provided with a safe working environment. It also includes safety
needs of employees and includes broad concept on basic health of employees and
welfare for safety of employees (Schuler, Jackson and Tarique, 2011). This act includes
two main legislation which are Factory Act 1948 which means to protect employees
against safety of factory and another law is Sexual Harassment of Women at Work place
Act 2013, that look forward to protect incident which took place in organisation of sexual
harassment. In Hilton hotel, these acts are used to gives employees benefits to their health
and safety needs within workplace.
 Data Protection Act 1998: This Act states that information of organisation and
employees are between each other and it should not be leaked out outside organisation.
main aim of this Act is to protect individual regarding any misuse of details of them. In
Hilton Hotel, this law states that details given by employee during time of interview are
kept within organisation and should be leaked to outer public.

 Equality: This Equality Act constitutes of three more acts within it Sex discrimination
Act, 1975; The Race Relation Act, 1976 and Equal Pay Act, 1976. These acts ensures
that employees within organisation are treated equal and ensures that there is no
discrimination between employees related to their race or gender. employee should get
wages or salary according to their profession and rank and not according to their race,
religion or gender. In Hilton Hotel these acts is being implemented to ensure that there is
equality among employees and all workforce is treated equally and given fair
remuneration. Employment Act, 2008 : This act states that person is being terminated according to an
individual's wish or when one misconducts or do not adhere to rules and regulations of
organisation. It also ensures that minimum wages should be given to employees .wages
of employee should be according to hours of working and position of employees.
Current changes in employment law:
In UK, some modifications are currently done in Equality Act 2010, according to which it
becomes compulsory for both private and public organisations to give report about gender pay
gap. The main purpose behind this is to ensure better performance and specify equality aims in
organisation. Along with this, some more laws are added in National Minimum Wage Act,
according to which, companies have to provide minimum salaries in following manner:-
 Employees aged over 25 years: £7.50
 Employees aged 21 to 24 years: £7.50
 Employees aged from 18 to 20 years: £5.60
 Workers aged 16 to 17 years: £4.05
 Apprentices (under 19 years): £3.50
In addition to this, other laws like Heath and Safety Act, Employment Act and others are
also changed in some certain manner. Therefore, in this regard, managers of Hilton Hotel is
required to create changes as per these laws.
TASK 2
3.1 Job Description and Person's Specification
major role of personnel manager of organisation is to recruit and select efficient and
effective employees for organisation. Here, In Hilton Hotel, industry faces an issue in check in

and check out process of clients. customers need to stand in a queue during check in and check
out process which makes them frustrated and customer prefers another hotel for their satisfaction
(Durão and et. al., 2012). To resolve this issue within industry, HR department uses some
recruitment approaches which included external as well as internal recruitment process to hire 3-
4 receptionist for easy check in and check out process. Related to this issue organisation have
prepared some documents to display advertisements in press and websites which includes job
description, personal specification and more. This documents of Advertisements will help
candidates to have knowledge about vacancy in organisation. Some documents are mentioned
below:
Job Description
Job Details
Post: Receptionist
Department: Customer Service Department
Job Purpose
 Greeting clients within hotel.
 Resolving queries of customers.
 Checking guest in and out.
Roles and Responsibilities
 Welcome visitors by greeting them face to face or on a telephone.
 Maintains security by following procedures, monitoring logbooks, issuing visitor
badges.
 Maintaining directories of employee as well as visitors within organisation.
 Providing information regarding hotel to guest and giving them satisfaction with
services provided by staffs members of hotel.
 Preparing bills of customers.
 Dealing with payments.
 Taking reservations of hotel by telephone or email.
 Answering incoming calls and directing calls to appropriate associates.
Person Specification

Name:
Address:
E-mail id:
Contact No. :
Objectives:
To seek an organisation that can give career development opportunities, excellent working
conditions and challenging career.
Academic Qualification
 Master in Business Administration
 Bachelor of commerce from any well recognised university.
Experience
One of experience in any hospitality industry as a receptionist in UK.
Professional Brief:
In a Professional Carrier Spanning over one year, I had opportunity to handle conflicts of
customers related to hotel. This covers field of check in and out process, resolving queries and
welcoming customers.
Skills and Abilities:
 Good communication skills (written and verbal both).
 Problem solving skills.
 Multitasking.
 Quick learner and self motivated.
Technical Skills
 Accountancy skills
 Basic Ms office( Word, Excel, Power Point)
DNA
 Driven and energetic
 Sense of urgency
 Competitive nature

DECLARATION
I hereby declare that all information given above is correct according to my knowledge and
certificates issued by recognised university.
3.2 Selection process of different service industry
Recruitment refers to a process of determination and selecting suitable candidate from
within or outside organisation within a specific time and in a cost effective manner (Costea,
Amiridis and Crump, 2012). This process of recruitment involves determination of need of job,
influencing employees to get attracted towards job, screening and selecting candidates and
recruiting and segregating new employees to a workplace. recruitment and selection process
differs according to industry. comparison of selection process of hospitality industry(Hilton
Hotel) and Airlines industry(British Airways) is being mentioned below.
1. Criteria for recruitment: In British Airways, recruitment is done for position of cabin
crew, flight managers and pilots. Whereas in Hilton Hotel there is recruitment for only
receptionist position. Considering both industries in context with criteria of recruitment
Hilton Hotel does less recruitment than British Airways.
2. Channel of recruitment: British Airways uses external recruitment and give chances to
fresh blood within organisation whereas Hilton Hotel does recruitment within
organisation which help employees to get motivated and work harder to get promotions
within a workplace.
3. Skill required: British Airways required highly qualified workers who have knowledge
of using advancement of technologies whereas Hilton Hotel requires employees who
have good communication skills to deal with visitors from different areas and countries
(Chang, Chiang and Han, 2012). They hire people who have knowledge of basic
languages and have decision making capacity and can handle queries of clients by giving
them satisfaction.
4. Selection Assessment: British Airways conducts different test like psychometrics test,
health test, written test and many more for selecting candidates whereas Hilton hotel uses
only face to face interview process for selecting suitable candidates.
5. Training and development: Training programs is being conducted by British Airways
to train employees according to their job role. In Hilton Hotel training is being given to

employees from very starting as there should uniqueness in all departments from different
areas of industry.
Comparing both industries it can be analysed that Hilton Hotel, uses best selection and
recruitment which attracts candidates and influence members to participate in process and get
effective and efficient employees for industry.
TASK 3
4.1 Contribution of training and development activities to effective operation of Hilton
Training and Development
Training and development is a process to improve performance of employees by
providing them various training programme. There are basically two types of training methods
that are on-the-job and off- the -job training. It is a learning experience through which a
employee can able to enhance their job performance.
There are different types of training measure mentioned below with the help of which
Hilton hotel management can able to increase their employee efficiency
Online training: This Training method will allow managers of Hilton hotel to train their
employees without putting any expense in any kind of expensive techniques. In this training
method company can train their workers through internet, video calling and other network
resources.
Apprentice training: It is type of training where a worker can learn while performing
their specific job. This techniques can prove very beneficial to managers and leaders of Hilton
hotel because in this they can use the abilities, skill and knowledge of a worker and provide
effective training to them in order to enhance their performance.
Difference between training and development
Training Development
Training is given according to job an
employee.
Development is done for a future perspective
of an employee it is usually for growth of an
individual's career.
It is usually for a shorter period of time. It is for a longer duration of time.
Benefits of training and development