Human Resource Management Analysis: Hilton Hotel, Stratford Report

This report provides a comprehensive analysis of Human Resource Management (HRM) within the context of the Hilton Hotel in Stratford. It begins by emphasizing the critical role of HRM in the service industry, particularly in a competitive environment. The report delves into the strategic importance of HRM, including human resource planning, recruitment and selection processes, training and development, salary administration, and fostering a safe and motivating work environment. The report also examines the impact of employee relations and employment law on the hotel's operations. It discusses the significance of maintaining positive employee relations, the role of trade unions, and compliance with UK employment laws, such as the Equal Pay Act, Sex Discrimination Act, and Race Relations Act. Furthermore, the report includes a detailed job description and person specification for a receptionist position within the hotel, outlining the responsibilities, skills, and qualifications required. The report highlights the importance of strategic HRM for gaining competitive advantage in the hospitality sector.

Human Resource Management for
Service Industries

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
1.1................................................................................................................................................1
1.2................................................................................................................................................2
TASK 2............................................................................................................................................3
2.1................................................................................................................................................3
2.2................................................................................................................................................4
TASK 3............................................................................................................................................5
3.1................................................................................................................................................5
3.2................................................................................................................................................7
CONCLUSION................................................................................................................................8
REFERENCES................................................................................................................................9

INTRODUCTION
In today’s competitive era, service industries are serving as a main source which is
leading to economic growth. Human resources are the main asset for firms operating in service
sector as without their efforts to get successful and attain all set objectives is not at all possible.
Thus, it is significant for organisations to have effective human resource management (HRM) as
without them, all resources are valueless (Human Resource Management in the Service Sector,
2016). In the present report, there will be in-depth understanding of human resource management
with reference to selected organisation, that is, Hilton Hotel, Stratford, as per the given scenario.
There will be discussion on effect of employee relations and employment law on chosen firm.
Also, recruitment and selection procedure with regard to Hilton hotel will be studied in the
report.
TASK 1
1.1
In Hilton Hotel, Stratford, human resource management is the key factor behind its
success as the firm is in hospitality industry which is labour intensive sector. This is the reason; it
is important for organisation to have skilled, knowledgeable and efficient employees who can
effectually contribute in the attainment of organisational goals and objectives. In Hilton Hotel,
human resource management is playing a significant role and having very important purpose to
be in the firm as if it is not effectually done, surviving in the long run would not be possible as
employees will not stay in hotel that will hamper its productivity and ultimately, the profits
(Fawad Latif, 2012). As the UK hospitality industry has become high competitive, thus, to
survive with sustainability, it is crucial for Hilton Hotel to ensure strategic human resource
management (SHRM). This will help the firm in gaining competitive advantage in the market
and in beating the competition from rivalry firms. It is the responsibility of SHRM to perform
human resource planning and forecasting of needs of manpower in Hilton Hotel (Oechsler,
2011). It will help the organisation in maintaining sufficient availability of human resources
whenever there is the need of workers in the firm.
The most important role that human resource management plays in cited hotel is that of
recruitment and selection. Thus, it helps in hiring right candidates at the right positions so that set
targets can be attained effectually and organisational needs will be fulfilled. It is the
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responsibility of human resource manager in Hilton Hotel to identify the need of training for
improving the job performance of employees for rendering effective services to the ultimate
customers. Apart from that, he is responsible to design effective salary structure, that is, in such a
way that no partiality will be done and all employees would get satisfied (Yang, 2010). Human
resource management plays an important role in effective salary administration. In addition to
this, for motivating employees, different strategies are framed by the human resource manager in
Hilton Hotel which improves the performance of employees and thus, the productivity and
profits of firm increases. Apart from that, HRM’s one of the major role and purpose is also to
provide a safe, secured and healthy working environment to work where performance of
employees gets improved as they work willingly and comfort (Adhikari, 2010). Last but not the
least; conducting employee performance appraisal activities is also one of the important roles of
HRM in Hilton Hotel by which effective outcomes are gained by the management and in case if
some deviations in the performance are found in any of the employees, corrective actions on
immediate basis are taken. It helps the organisation in increasing productivity of business which
leads to higher profits and thus, the goodwill in the market also gets raised (Çalişkan, 2010).
1.2
Human resource plan is always for analysing the present and future needs of human
resources which can be termed as the process where anticipation and mapping of consequences
of Hilton Hotel on manpower id done. With the help of this, future requirement of employees in
the firm is predicted and fulfilled. For Hilton Hotel, human resource plan on an analysis of
supply and demand of human resources is shown as below:
 Assessing the current manpower – For doing human resource planning, it is important for
Hilton Hotel to assess the skills, knowledge, abilities and size of current manpower, that
is, existing employees of the firm. Through this way, organisation will come to know
about the need of human resources in future (Pawson, 2011).
 Estimating the probable changes – When the requirement of particular number of
employees for specific positions is estimated by analysing the existing human resource,
Hilton Hotel comes in position to estimate about the changes that are required to be
adopted. These changes are based on either deployment of employees or their turnover.
Apart from that, it can also be based on new employment that firm is needed to do for
satisfying the need of suitable workforce in hotel (Çalişkan, 2010).
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 Making forecast – After that, finally the exact forecasting is done, that is, particular
number of employees are estimated that are needed to be recruited and also those who are
no more proving to be beneficial for the business and are required to be terminated. At
these positions, new individuals are hired by the HR manager of Hilton Hotel who can
put their sincere efforts in the attainment of organisational goals in an effectual manner.
 Action plan – Finally, whenever the requirement arises, human resource department is
responsible to take suitable strategy by which need of manpower in the hotel can be
effectually met and there would not be any delay in the service operations of organisation
(Jackson and Malthis, 2010).
However, at the time of developing human resource plan, Hilton Hotel is required to
emphasise on factors like increased productivity, working flexibility of employees, healthy
working environment in the firm, analysis of labour turnover, proper forecast of demand and
supply of human resources and effective resourcing strategy.
TASK 2
2.1
Employment relations play a significant role in making the organisation able to make
employees commit that they will attain the pre-determined goals of business in the stated manner
and in different situations. Employment relation can be termed as the relationship between an
employer and employee which is healthy, leads to increase the morale of employees. It
ultimately leads to enhance the productivity of them through motivation as well as of entire
organisation (Employment and industrial relations in the hotels and restaurants sector, 2012). In
Hilton Hotel, Stratford, employee relations is highly contributing in improving the performance
of workforce and thus, gaining a competitive edge over others. In hospitality industry of UK,
employment relations is very important to be maintained in a positive manner as being in service
sector, if employees of Hilton Hotel would not be satisfied, they will not render superior quality
services to the ultimate clients that may prove to be a loss for the business (Human Resource
Management in the Service Sector, 2016). It is because; dissatisfied customers would not
purchase the services of hotel that will be a loss for the firm as productivity, profits and
ultimately the market share of hotel would get reduced. Therefore, it is important for the Hilton
Hotel, Stratford to follow all rules and regulations of employment.
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In the present scenario, trade unions have come into existence which are highly
contributing in maintaining healthy employee relations. These are playing a vital role in resisting
the dominating power of employers in organisation. Apart from that, they are participating in the
collective bargaining proves of organisation by which employee’s rights are getting protected.
Through these trade unions, wages of workers in Hilton Hotel has increased up to 10% and thus,
the wage dispersion has immensely reduced (Lähteenmäki and Laiho, 2011). With this reason,
workers who earlier did not want to work extra and they were forced for the same are now
willingly want to put some extra efforts. Therefore, it can be said that Hilton Hotel should
comply with all the rules and regulations imposed by UK government like in their recruitment,
selection as well as working hours and wages of employees as these factors will positively
influence the employment relation in firm (Pawson, 2011).
2.2
Human resource management in Hilton Hotel is responsible for retaining the employees
by keeping them motivated through updating their skills and knowledge time to time so that their
efficiency in work can be improved. However, it is necessary for the human resource department
of organisation to frame all policies and norms as per the UK rules and regulations and need to
comply with the same. Many laws, acts and legislations are there that are imposed by the
government of nation which Hilton Hotel of Stratford is required to follow (Melton and Hartline,
2010).
One of the most common among them is Equal Pay Act 1970 according to which it is
necessary for organisation to treat employees including men and women in the similar manner,
that is, equally at the time of deciding their salaries and wages. It is strictly prohibited by the side
of government to make any differentiation in this respect in between males and females. Thus, to
protect the business from any kind of action that regulatory authorities can take against firm,
Hilton Hotel is required to follow this act strictly.
Apart from that, there is one more employment law imposed by the UK government, that
is, Sex Discrimination Act, 1975. In accordance with this act, organisation should not make any
discrimination on the basis of gender of employees (Bratton and Gold, 2012). As per this, Hilton
hotel is not allowed to make discrimination in between male and female candidates at the time of
recruitment and selection. All firms operating in hospitality industry of UK are liable to follow
these rules and regulations.
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Apart from that, there is one more act which human resource department of Hilton Hotel
needs to comply with, that is, Race Relation Act 1976. This act states that no firm is allowed to
make any kind of discrimination with employees on the basis of their race, colour, ethnic and
national origin or nationality. Therefore, Hilton Hotel needs to offer equal opportunities to the
people working in it no matter whether they are male or female (Sabzian and Gilakjani, 2013).
Complying with all these employment laws will help the hotel to stay in competition for longer
duration in a smooth way without having any kind of interruption by the side of government.
TASK 3
3.1
In Hilton Hotel, Stratford, there is the need of receptionist who can handle the work of
this position and contribute in keeping the customers satisfied. Job description and person
specification for this designation are given as below:
JOB DESCRIPTION
Job Title: Receptionist
Department: Hospitality services
Grade: 3
Location: Hilton Hotel, Stratford
Job Purpose
He/she is responsible for offering secretarial and administrative support to the firm by ensuring
that customers are getting satisfied through providing municipal services effectually.
Duties, tasks and responsibilities
 Greeting guests in a warm and cheerful way
 Resolving their queries by either face to face or through answering on the phone
 Informing guests about the rates in hotel and making their reservations
 Creating and maintaining a healthy relationship and rapport with guests
 Making clients or customers feel comfortable and addressing their complaints in a
courteous manner
 Keeping records of guests in a clear and comprehensive manner.
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 Reporting on quick basis to the manager for repairs required to render maximum
guest’s comfort and satisfaction.
Requirements (knowledge, skills and abilities)
 To have excellent knowledge about customer services
 To have sound interpersonal skills
 To be able to perform multiple tasks at a time
 To have ability of crisis management
PERSON SPECIFICATION
Core competencies
 Excellent time keeping
 Self-motivation
 High customer focus
 Effective organisational systems and processes
 Sound communication
Experience
 Must have experience to greet customers effectually and making them feel
comfortable in a friendly way
 Should have knowledge of basic clerical duties and other processes of office
 Must have high standard of personal presentation
 Must be able enough to create a positive image of company in front of clients
Special knowledge and role requirements
 Should have knowledge about MS Office and Outlook
 Communication skills must be strong with peers
 Should be able to work by own
 Should have a friendly persona
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3.2
Several service industries are there in the world which have their own selection process
for hiring best suitable candidates at the right position. Selection procedure of each firm depends
on the nature of business which it is running. Firms operating in two service industries, that is,
hotel and restaurant can be compared with each other in terms of their selection process. They
are generally taken as similar industries, however, they are not. Along with similarities, there are
many dissimilarities also present (Fawad Latif, 2012). Thus, for this purpose, Hilton from hotel
sector and McDonalds from restaurant industry are chosen that are having quiet different
processes of selecting employees. In Hilton hotel, Stratford, there are many services offered like
food and beverages along with room and accommodation. Apart from that, some other services
are also present depending on the size of hotel like swimming pool, conference rooms, party
gardens, etc. However, in McDonalds, only food and beverages are provided that can be termed
as a segment of large hotel industry (Oechsler, 2011). This is the reason; number of employees,
type of designations and qualification, skills and experience required are also different.
In Hilton Hotel, at first, people are invited through application forms for the interview of
vacant positions. However, for the same, CVs of all candidates are required by the firm. After
once the CVs are shortlisted, people selected are invited for the interview. All those who get
screened in the interview are then needed to give some tests depending on the position for which
they are applying. These tests are like aptitude, psychological or reasoning so as to check the IQ
and EQ level of the person (Yang, 2010). Finally, all those individuals who pass the test are send
to final interview round in which their duties and responsibilities are discussed as well as
negotiation of salary is made. Finally, the candidate is selected after this round for the respective
job he is applying for.
However, on the other hand, in McDonalds, at first the individuals are invited for
interviews by giving advertisement on websites. People who show interest are invited to the
campus where interview is taken from them. All those who get shortlisted on the basis of skills,
experience and knowledge are further sent to the final round where negotiation of salary is made.
At last, when the candidate gets satisfied with all stated terms and conditions along with duties
and responsibilities that he/she has to perform, final selection is made (Adhikari, 2010). Being a
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segment of hotel sector, the selection procedure is comparatively short and easy as that of Hilton
Hotel which is having a complex process of hiring employees.
CONCLUSION
It can be articulated from the above report that human resource management plays a
significant role in maintaining healthy relations with employees by which Hilton Hotel can gain
advantages like increased productivity and profits through higher satisfaction level of workforce.
HRM helps the firm in keeping employees motivated that is leading to retain them in the long
run and thus, with their efficient performance, organisation is able to attain all its set targets
within stipulated time period. Thus, to remain in the competition for long span of time with
sustainability, it is important for Hilton Hotel to give due consideration on its HRM.
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REFERENCES
Books and Journals
Adhikari, D. R., 2010. Human resource development (HRD) for performance management: The
case of Nepalese organizations. International Journal of Productivity and Performance
Management. 59(4). pp. 306–324.
Bratton, J. and Gold, J., 2012. Human resource management: theory and practice. Palgrave
Macmillan.
Çalişkan, N. E., 2010. The impact of strategic human resource management on organizational
performance. Journal of Naval Science and Engineering. 6(2). pp. 100-116.
Fawad Latif, K., 2012. An integrated model of training effectiveness and satisfaction with
employee development interventions. Industrial and Commercial Training. 44(4).
pp.211-222.
Jackson, J. H. and Malthis, R. L., 2010. Human Resource Management. 2nd ed. Cengage
Learning.
Lähteenmäki, S. and Laiho, M., 2011. Global HRM and the dilemma of competing stakeholder
interests. Social Responsibility Journal. 7(2). pp. 166–180.
Melton, H. L. and Hartline, M. D., 2010. Customer and frontline employee influence on new
service development performance. Journal of Service Research. 13(4). pp.411-425.
Oechsler, W. A., 2011. Personal und Arbeit: Grundlagen des Human Resource Management
und der Arbeitgeber-Arbeitnehmer-Beziehungen. Walter de Gruyter.
Pawson, R., 2011. A new workforce in the making?: A case study of strategic human resource
management in a whole-system change effort in healthcare. Journal of Health
Organization and Management. 25(1). pp. 55–72.
Sabzian, F. and Gilakjani, A. P., 2013. Teachers’ attitudes about computer technology training,
professional development, integration, experience, anxiety, and literacy in English
language teaching and learning. International Journal of Applied Science and
Technology. 3(1).
Yang, J. T., 2010. Antecedents and consequences of job satisfaction in the hotel
industry. International Journal of Hospitality Management. 29(4). pp.609-619.
Online
Employment and industrial relations in the hotels and restaurants sector. 2012. [Online].
Available through:
<http://www.eurofound.europa.eu/observatories/eurwork/comparative-information/
employment-and-industrial-relations-in-the-hotels-and-restaurants-sector>. [Accessed on
5th December, 2016].
Human Resource Management in the Service Sector. 2016. [Online]. Available through:
<http://sk.sagepub.com/reference/hdbk_humanresourcemgmt/n30.xml>. [Accessed on 5th
December, 2016].
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