HND Hospitality HRM Report: Hilton Group Work Culture and Training

This report provides a comprehensive analysis of human resource management (HRM) practices within the Hilton Group, a prominent player in the hospitality industry. The report begins with an introduction to the importance of human resources within organizations, specifically highlighting the Hilton Group's commitment to its employees. It then delves into the work culture of the Hilton Stratford hotel, emphasizing its collaborative environment and strategies to retain customers. The report examines the job description and person specification of the Director of Operations, providing insights into the roles and responsibilities of key personnel. Furthermore, it explores the selection processes of both the Hilton Group and British Airways, comparing and contrasting their recruitment strategies. The report also explores the significance of training and development within the Hilton Group, differentiating between on-the-job and off-the-job training methods. It highlights the benefits of training programs, including improved employee productivity, a positive work culture, enhanced product and service quality, increased profitability, and employee motivation. The report concludes by summarizing the key findings and emphasizing the importance of effective HRM in achieving organizational goals and maintaining a competitive edge in the hospitality sector. It also references books and journals to support its analysis.

Human
Resource

Table of Contents
INTRODUCTION.....................................................................................................................................3
3.1) Work culture of Hilton Group....................................................................................................3
3.2 ) selection process of Hilton Group. ...........................................................................................4
4.1. Explin on /off the job traning. ...................................................................................................4
CONCLUSION :......................................................................................................................................6
REFERENCES ..........................................................................................................................................8

INTRODUCTION
Human resource are the people who work effectively and efficiently to meet the set goals on
time in an organization. They are assets of business associates. They are trained and developed
timely so that their skills can be enhanced and more productive results can be achieved on time.
Hilton is a American based company and is serving it's services across the nation. It was founded by
Conrad Hilton in the year 1919. It's headquarter is in McLean, United Kingdom. This report includes
meaning of human resource and how are they important assets of an organization in the global
market. on the job training and off the job training techniques and how they are helpful in growth of
the business. As well as throw light on the work culture of Hilton and their working procedures and
also selection process of British airways.
PART 2:
3.1) Work culture of Hilton Group
The workplace culture of the hotel Hilton Stratford has been known to be one of the best in
the hotel industry. The staffs are responsible for achieving the goals and aim of the
organization as well as their efforts are being appreciated with rewards in return.
Organization is working effectively and efficiently to meet the set goals in the cut throat
competition. They are continuously doing research and development programs to satisfy the
emerging needs of the customers. The work culture of this organization is collaborative and
is helping the firm in generating huge profits from the customers. They are adopting certain
strategies to bind the customers and does not give them the chance to switch to other
companies to satisfy their needs.
Job description of the Director of the operations: The director of operation is responsible for
carrying out effective management at the hotel so as to achieve the targets in relation to
satisfaction of the guests and generation of revenue. He is responsible of establishing co-
ordination with the general manager. He is required to provide assistance in development of
the hotel budgets in relation to both long and short term. He needs to ensure that the targets
are being met with effective leadership. The most important task of director of operation is to
carry out planning, direct and co-ordinate the services in the operation department so as to
meet the expectations of the guests. The management of the Hilton group is adopting certain
strategies to carry out the smooth functioning in the global market. The keep a record of their
employees and every time serve the same services so that they can be emotionally be
connected with the brand. It gives customers a sense of belongingness towards the
organization which helps the business to flourish in the international market.
Person specification of the director of operations: The director of operation needs to work
with the staffs of the hotel and must have following qualification, behavior and skills,
 Must have degree or diploma in the hotel management
 Strong commercial exposure with enough experience in F&B and rooms
management.
 Having sound knowledge of hotel and service sector, hotel property and should have
effective leadership skills.

Person should have attractive personality and effective communication skills as well as more
preferences is given to the candidates who well about Polish language.
3.2 ) selection process of Hilton Group.
The selection process of hotel Hilton: The recruitment process of the staffs is simple but intensive.
The hotel releases online applications and the eligible applicants are contacted through mail or
phone and a face to face interview is being conducted.
The selection process of British Airways: The recruitment process of British Airways includes online
application which is screened by the recruitment team and shortlisted applicants have to undergo
aptitude test. This is followed by interview and training (British Airways Cabin Crew Recruitment – Step
by Step Process 2018)
The selection of each industry differs although the hotel industry and airline industry has same service that is
hospitality yet there selection process is different. The selection process of the airline industry is mainly
based on technical aspects of the candidate and assessing the reasoning capacity of the candidate. The
candidate is evaluated on the basis of technical knowledge that can ensure safety of the passengers as well
as consumers. On the contrary, the selection process of the hotel industry is mostly soft skill based and taken
by HR either face to face or telephonic interview. Although application for a desired job in both the industry
can be same but the selection process is different.
PART 3:
4.1. Explin on /off the job traning.
The growth, success of employee and productivity of an organization, is majorly dependent
on training and development activities which help in personal development, growth,
productivity, quality and work safety, etc. of an employee. Staffs are directed by senior
hotelier so that work could be done completed with high effectiveness in Hotel Hilton and
helps in growth, productivity, and quality of employees. (Brody, 2009)
Following are the method by which training can be given in Hotel Hilton
 On the job Training
 Off the job training
It is provided at the workplace during the actual job timings. It is carried out by experienced
employees and is inexpensive in nature. For example, role plays, lectures, case studies,
conferences, etc. (Brody, 2009). This is given outside the workplace location which does not
include active participation like in job training. It is trained by the experts, which is expensive
and time-consuming that affects the actual work of the employee and the organization for
example job rotation, job instruction and learning by doing. On job training is very effective
for the development of the employees skills. It motivates the staff to use their abilities and
capabilities for more productive results. It will indirectly help the organization to meet the
desired goals on time. While off the job training is quite effective in the organization as it
helps the employees to better understand the working scenario of the other business in the
society. Employees knowledge level increases by attending the off the job training sessions.
These programmes are being in trend because of their excellent results and
increasing productivity with minimizing the cost of companies. Training is given to make

employees more effective and to fulfil short-term needs of the company. It helps in the
improvement of employee’s personality and assists them in shaping the future career. Hotel
Hilton gives training to employees to make them understand their role and responsibility so
that they perform their duty inefficient way. (Bratton & Gold, 2012). Hotel Hilton in
Stratford has been newly set up and has hired new employees who need to be trained and
groomed for their development to be efficient for performing in the tough situation at work.
The importance of training and organization of employee in Hotel Hilton Stratford are as
follows- It develops the productivity of employees: Employees are hired in hotel Hilton to
perform their duty followed by the procedure of training to gain a competitive advantage
for long-term and for the objective of the company by creating future development and
career opportunities to the employees amongst millions of candidates available in the
company. Training helps to maximize the performance of the employees and to
understand the work environment of the organization. The culture of the organization: Training and development programmes helps to promote
positive work culture, learning culture and fulfillment of the goals and objective of the
company. It motivates employee efficiently for the company. The employee's satisfaction
should be given importance to encourage them for better performance in their duty.
(Bratton & Gold, 2012). Improves the quality of products and services: Training helps in the improvement of
employee’s working class and results in the satisfaction of customer with the upliftment
of the image of the organization in the eyes of the public. It helps the employees to
adopted new techniques and changes in the work so that they can upgrade their skills and
services provided to the customers. Increased profitability: It helps in the growth of business and profit by enhancing the
quality of employees. An efficient human resource helps to maximize the performance
and productivity of the company. The growth of the organization depends on the variety
of the human resources they have. Provides motivation: It motivates the employee by making them efficient in their roles
and responsibilities to work. It is essential to encourage the employees by providing them
rewards and basic facilities like salaries, promotion, bonus, and awards. This helps to
create a positive work culture in the organization and relationship of the employer and
employee (Afonso, 2016) Training and development is an integral part of organization and employees. It builds up
employees to tackle tough situation and hardship by improving the performance and

building up their skills and strength of the employees. This helps them to grab better
opportunities and increase the profitability of an organization. It can uplift business and
customer capitative edge and create a positive image under the eye of the customer.
Continious basis of traning and develoopment will uplift the skills of the employeesand
result to productive outcomes.
It is required for creating efficiency in employee’s performance by fulfilling their weakness
and taking the business of hotel Hilton to new heights. It is cleared from the above point that
training and development has a vital role to play and make newly hired candidates
understanding the needs the organizational needs and objective of the company. (Afonso,
2016)
CONCLUSION :
From the above discussion it can be concluded that thus Human resource management
is critical to managing the requirements of human resources in the organization by planning,
recruiting, training, promoting and terminating the employees in the organization. The Hotel
Hilton needs to have implemented proper human resource management for its new hotel at
Stratford. HRM focuses on the recruitment of an efficient, skilled and suitable candidate for
the organization to meet the goals and objective of the organization. Human resource
planning also aims to improve its employee's skills through various training and development
programs. The employment laws are also another important accepts to construct a healthy
relationship between the organization and employees of the Hotel. This safeguards the
interest of the employee and employer so that they can perform their duties as a team to
achieve the targets of the business and improve the competitiveness in the hospitality industry

REFERENCES
Books and journals
Afonso, A. (2016) Human resources management in the service industry, Lecturer 9,
London. UKCBC College of Business and Computing
Ahmad, R., Solnet, D. & Scott, N. 2010, "Human Resource Practices System Differentiation:
A Hotel Industry Study," Journal of Hospitality and Tourism Management, vol. 17, no. 1, pp.
72-82.
Al Hrou, S.A. & Mohamed, B. 2014, "Human Resource Management Practice Tourism and
Hotel Industry," SHS Web of Conferences, vol. 12, pp. 1076.
Barnard, C. & Ludlow, A. 2016, "Enforcement of Employment Rights by EU-8 Migrant
Workers in Employment Tribunals", The Industrial Law Journal, vol. 45, no. 1, pp. 1.
Online:
British Airways Cabin Crew Recruitment – Step by Step Process 2018,
https://www.paddleyourownkanoo.com/2017/04/08/british-airways-cabin-crew-recruitment-step-by-
step-process-2017/#.W_6KMdszbIU, Retrieved on 28.11.2018
Compton, R.L., Morrissey, W.J. & Nankervis, A.R. 2014, Effective recruitment and selection
practices, 6th edn, CCH, North Ryde, NSW.
Cushway, B. (2011). The employer’s handbook: An essential guide to employment law:
Personnel policies and procedures.
Gannon, J.M., Roper, A. & Doherty, L. 2015, "Strategic human resource management:
Insights from the international hotel industry," International Journal of Hospitality
Management, vol. 47, pp. 65-75.
Gavrel, F. 2015, "Participation, Recruitment Selection, and the Minimum Wage," The
Scandinavian Journal of Economics, vol. 117, no. 4, pp. 1281-1305.
Gomes, A. (2016) Human Resources in Service Industry, lecturer 9, UKCBC College of
Business and Computing
Härtel, C.E.J. & Fujimoto, Y. 2015, Human resource management, 3rd edn, Pearson
Australia, Frenchs Forest, NSW.

Henderson, H. D. (2010). Supply and demand. Kila, MT: Kessinger Publishing. Kranz, R.
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