Managing Human Resources: A Study of HRM Practices at the Hilton Hotel

This report provides an in-depth analysis of the human resource management (HRM) practices at Hilton Hotel. It explores key aspects such as recruitment, selection, and reward systems, offering insights into how Hilton manages its workforce globally. The recruitment process is examined, including job analysis, application procedures, and the use of advertisements. The selection process is detailed, covering screening, application forms, employment tests, interviews, background investigations, medical check-ups, and job offers. The report also compares Hilton's selection process with that of Gordon Ramsay's, highlighting differences and advantages. Furthermore, the report discusses Hilton's reward management system, encompassing financial and non-financial rewards, as well as additional employee benefits. The study concludes by emphasizing the importance of HRM in the hospitality industry and suggests areas for improvement in Hilton's practices, such as streamlining the recruitment process and enhancing the effectiveness of the reward system to meet market demands and prioritize employee job satisfaction. This report is contributed by a student and is available on Desklib, a platform providing AI-based study tools for students.

Running Head: MANAGING HUMAN RECOUCES
Managing human resources
May 31
2018
Hilton Hotel

MANAGING HUMAN RECOUCES 1
Human resources are considered as the key asset of an organization. The process of hiring,
training, and managing human resources of an organization is called human resource
management. Whole process of human resource management includes recruitment, selection,
planning, training, evaluation of employee performance, and managing them. Hilton hotel is a
worldwide hotel chain organization established in 1919. Guests of Hilton hotel get a
contemporary and authentic experience. Exceptional services are provided by the
extraordinary professionals working together for the organization around the world. In
hospitality industry, Hilton is one of the global leaders. Organization has its business across 6
continents having more than 570 properties and more than 50,000 employees are working for
it around the world. In order to provide best hospitality services around the world, vision of
the organization is, “Every Hotel, Every Guest, and Every Time”. Mission of the organization
is to become the most hospitable company in the world (Hilton, 2016). Discussion of several
aspects of the HRM practices is the main aim of this study. In this study the concept of HRM
is discussed for recruitment, selection and downsizing strategy practices. Socialisation of
employees helps them to understand the culture and social behaviour of different nations.
Recruitment
A manager of human resource management department is the responsible person to provide
the necessary human resource services to the organization. Key to the success of recruitment
is an effective recruitment strategy. Lack of an effective strategy panning for the process of
recruitment and selection may cost significantly. This strategy of the recruitment process
includes many steps to be followed while recruiting new employees for the organization. In
these steps job analysis is the critical one to make an effective and efficient recruitment of the
candidates for the organization. Hilton Hotel is providing plenty of job opportunities as the
organization is growing continuously around the world. In this manner hotel provides jobs for
both the experienced and inexperienced candidates (Gannon, Roper and Doherty, 2015). As

MANAGING HUMAN RECOUCES 2
per the global policies for employment, Hilton recruits the candidates of minimum 18 years
age. In hotel Hilton several positions are available such as, technician, front desk attendant,
general manager, management trainee, and many more. To analyse the most critical element
of recruitment that is job analysis, a brief job description of few of these positions available
in hotel Hilton is given below (Guest, 2011).
Manager
In order to maintain and monitor its 570+ outlets around the world, Hilton hotel hires
managers consistently. In the last decade it has been observed that the management career of
the hotel compromises the ideal opportunities of professional growth. These managers are
appointed to create effective schedules of the employees, delegate daily jobs, and provide
essential training to the new employees. In general as per the requirement of hospitality
industry Hilton prefer experienced candidate for recruitment of managers (Alfes, Shantz,
Truss, and Soane, 2013).
Procedure to apply for the post is quite simple as candidates can apply online through the
portal of organization or they can submit their application papers personally in the desired
hotel. In order to apply online candidates must create their profile on the job portal and basic
questions are to be answered by the candidates (Snape, and Redman, 2010). These questions
are related to their personal information and an updated CV also needs to be attached with the
application form. Job description and job design are the two key elements of hotel Hilton’s
job analysis.
Recruitment process starts with the strategy of attracting desired candidates to take part in the
recruitment process. To ensure an effective attraction of the candidates hotel uses
advertisements and provide special amenities too (King, and So, 2015). Company provides

MANAGING HUMAN RECOUCES 3
shuttle services and transportations services during the stay period of candidates participating
in recruitment process.
Selection process
Hilton is listed as one of the best leading hotels in UK. According to Baum, 2015, one major
and key measure of an appropriate and right selection process is job description (Baum,
2015). This job description is defined as an explanation or roles, requirements in terms of
qualification, and duties to be followed by the recruited candidates. The traits and attitude of
an individual candidate is the person specifications required best for the organization. For
instance, one of the job descriptions of Hilton hotel in UK has mentioned that they require
candidates having an MBA degree from recognizes universities of UK along with a work
experience of minimum 2 years from any recognised reputed organization in the industry.
This requirement is made to recruit or select the best candidates having skills of leading,
guiding, and inspiring subordinates in order to deliver the best experience to the hotel guests.
According to Padilla-Melendez and Garrido-Moreno, 2014, importance to the characteristics
involving job depiction design and selection of efficient candidates is the priority of Hilton
hotel (Hurrell and Scholarios, 2014).
Selection process of Hilton hotel comprises of various steps. Some of these are as following
Screening: This step includes the screening or filtration and elimination of candidates not
fulfilling the eligibility criteria or basic requirements of the organization in terms of
qualification and skills.
Application process: Candidates who clear the screening process are allowed to fill
application form for the desired post they are eligible. In this step candidates need to fill the
form completely otherwise they will be eliminated by the management.

MANAGING HUMAN RECOUCES 4
Employment test: In this step candidates required to appear in a compulsory test organized
by the HR management specially designed to evaluate or examine the desired skills and
knowledge required for the job role.
Initial interview: In this step, candidates only those fulfilling the expectations of interview
panel, are selected for further considerations and other candidates get eliminated (Sanders
and Yang, 2016). In this interview candidates are questioned about their personal information
and their expectations from the company.
Investigation of background: This step is designed to know about the origin and belongings
of the individual candidates in order to maintain the organization’s image in the market.
Medical check-up: After passing all the steps successfully candidates are required to follow
a medical check-up process to complete the selection process. This medical check-up is
important to maintain the quality of hospitality of the organization. If the candidate is found
to be not physically fit or being medical infected are not selected for the job as they will not
be able to deliver their best work or they may infect other employees too (Sohrabi, Vanani,
Tahmasebipur, and Fazli, 2012).
Job offer: In this step organization’s higher authorities discuss the job roles assigned to the
new recruits. This discussion also includes a brief conversation about the responsibilities and
compensations expected by the candidates. In the last this step is followed by offering an
appointment letter which briefs the joining details to the candidates and includes the
agreement statement regarding the job roles and salary discussed.
In order to understand the selection process of Hilton hotel a brief comparison between the
selection processes of hotel Hilton and Gordon Ramsay is discussed as well. Ramsay is also a
leading food chain and one off the prominent hospitality service providers in UK. Hilton has

MANAGING HUMAN RECOUCES 5
an advantage of its relationships with the hotel management schools around the world. These
schools help the organization in making new and effective recruitments (Gibbs, MacDonald
and MacKay, 2015). On the other hand Gordon Ramsay does not have any relation with any
of the management school. The selection process of hotel Hilton is burdensome and follows
several steps like, screening, test, interview, and job discussion, whereas Gordon Ramsay
follows a simple and short selection process followed by a normal screening process and
them call them for interviews directly. Both the Ramsay and Hilton are leading organizations
operating in the same industry but candidates discriminated in the selection process of
Ramsay on the basis of sex, caste, and religion. Different organizations operating in the
hospitality industry adopt different processes for the recruitment and selection process (Dhar,
2015).
The management of reward system concerns with the formulation and implementation of the
strategy structures which aim rewarding people, consistently and equitably according to their
value for the organization. Management system for rewards consists of different steps like
controlling employee remuneration, providing rewards, compensations, and other benefits to
the employees. This management ensure the creation and efficient operation of the reward
structure designed for the organization. This reward structure generally consists of the pay
policies, compensations, salary and payroll administration, minimum wage, total reward,
team rewards and many more. The theory of motivation and rewards are interlinked and
dependent to each other (Tremblay, Cloutier, Simard, Chênevert, and Vandenberghe, 2010).
This is because without rewards there is no use of any motivation theory and without
motivation theory rewards doesn’t make any sense to the purpose of motivation and will
result in an extra burden to the organization (Huston, 2013). It is observed in several studies
that providing a reward help the employees to become more productive and also enhances
their performance. HR management of the Hilton hotel manages their reward systems too.

MANAGING HUMAN RECOUCES 6
Hilton management provides both the financial as well as non-financial rewards to its
employees.
Financial reward: Financial rewards are provided in the form of monetary incentives for the
better performance of employees. These financial rewards are extrinsic in nature (Karatepe,
2013). Hilton hotel offers different financial rewards to its employees for their better
performance. Hilton hotel provides bonuses and pay increase types of financial rewards.
Non-financial rewards: This type of rewards provides more job satisfaction instead of any
financial well-being (Li, Sanders, and Frenkel, 2012). This type of rewards includes
promotion, achievement, appraisal, impressive job title and all (Torres, and Kline, 2013). In
this manner hotel Hilton appraisals, self-rating, involvement off employees in decision
making process, and other similar motivation in order to motivate them for improving their
efficiency and delivering effective work for the organization. Managers of Hilton hotel use
“Herzberg” theory to provide such rewards which provides better job enhancement chances
for the employees.
In order to attract employees Hilton hotel provides other benefits too to its employees like,
health insurance, life insurance, sick leaves, vacation, casual leave, and different retirement
plans. Additional benefits organization providing are flexible schedules, stock options, tuition
fee for the children of employees, and gym memberships to employees. According to
Grobelna and Marciszewska, 2016, employees feedback for the reward system and benefits
provided by the organization can significantly enhance the HR management’s practices in
terms of improvements need to be made for effectiveness of such rewards and benefits
(Grobelna and Marciszewska, 2016). These benefits also can motivate employees for
improving their work production and efficiency.

MANAGING HUMAN RECOUCES 7
In the end, the above discussion comes to a conclusion that HRM is one of the key aspects of
an organization to run its business for a longer time period. In this discussion various general
aspects of HRM practice in Hilton hotel performed around the world are described briefly.
Some of the HRM aspects like, recruitment, selection, and reward system are explained in
this discussion. Although Hilton hotel practicing better HRM aspects than that of the Gordon
Ramsay, it can improve its HRM practices in terms of making these efficient and more
productive with low cost of practice (Nadiri, and Tanova, 2010). Hotel Hilton, being one
among the leaders of industry, should consider job satisfaction of employees at top priority.
The recruitment process of the hotel is too lengthy that can be shorten with merging some of
the steps like initial interview and job discussion and so on. Furthermore, HR management
should also consider improving the effectiveness of its reward system with a proper
assessment and desired rewards. These effectiveness of the reward system will enhance the
improve the effectiveness of motivation and eventually all these aspects will help the
organization in meeting the consistently changing demands of the market. This makes a
conclusion of the discussion that hotel Hilton is having a good HR management working for
the organization but in some ways it can be improved like cutting its cost of recruitment by
merging some steps of the recruitment and improving its reward system with the help of
employee feedback for the existing reward system.

MANAGING HUMAN RECOUCES 8
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