Human Resource Management in Hospitality: Hilton Hotel Stratford

This report provides an overview of Human Resource Management (HRM) practices within the hospitality sector, using Hilton Hotel Stratford as a case study. It examines the role and purpose of HRM, analyzes supply and demand, and assesses the current state of employment relations. The report als...Read More

Human Resource

Table of Contents
INTRODUCTION ..........................................................................................................................1
TASK 1............................................................................................................................................1
P1.1 Role and purpose of Human Resources Management in Hospitality sector.......................1
P1.2 Human Resource plan based analysis of supply and demand in reference to Hilton Hotel
Stratford.......................................................................................................................................2
TASK 2............................................................................................................................................3
P2.1 Assessing the current state of employment relations in Hospitality sector........................3
P2.2 Impact of employment laws on management of human resources in Hotel Hilton............4
TASK 3............................................................................................................................................5
P3.1 Job description and person specification at Hilton Hotel...................................................5
P3.2 Comparison of selection process with different service industries businesses...................7
TASK 4 ..........................................................................................................................................8
P4.1 Assessing the contribution of training and attitudes of training in hospitality sector.........8
CONCLUSION................................................................................................................................9
REFERENCES..............................................................................................................................10

INTRODUCTION
In any organisation the process of Human Resource Management (HRM) is for planning,
selecting, training and retaining the human resources. Therefore, the main objective of HRM is
to plan the human resource needs in an organisation while considering the other environmental
factors in the organisation (Bratton and Gold, 2017). The other important functions of HRM
involve recruitment and selection, training and development of employees in an organisation.
The various other functions and aspects of HRM hold true to all types of organisations
even in the service industries. The report deals with various aspects of HRM with respect to the
Hospitality Service Sector. The report showcases these concepts in terms of Hotel Hilton
Stratford, highlighting the role and purpose of the HRM in the hotel, impact of employment
laws, selection process and importance of training in the organisation. The report focuses on
understanding the concepts such as employment law and its impact on the service sector along
with the current state of employees in context to the service sector.
TASK 1 & TASK 2
Covered in PPT
TASK 3
P3.1 Job description and person specification at Hilton Hotel
Recruitment and Selection: In any organisation recruitment and selection process is for
hiring competent and qualified people to fill up the vacant positions in the organisation. The
recruitment and selection process is crucial in any organisation in analysing the performance of
an organisation and gaining an advantage in the competitive market (Luthans, Youssef and
Avolio, 2015). The main aim is to retain highly competent candidates in the organisation having
potential and ability to develop the business of the organisation.
Job Analysis: Job analysis is a process of making an in depth study of job requirements
and person specifications which is required for a job. The job analysis involves gathering,
analysing, and reporting information in context to roles and responsibilities about the job and the
conditions under which the job is to be performed.
Job Description for Accommodations Manager at Hotel Hilton: A job description is a
document explaining general tasks, duties and other responsibilities pertaining to a position. An
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accommodations manager is responsible for ensuring that all the guest bedrooms and public
areas in the hotel are cleaned to the highest standard while directly managing the Housekeeping
department (Moutinho, 2011). The Accommodations manager can also oversee the operations at
the front office in the absence of Front office manager and takes care that the hotel policies and
processes are strictly complied with.
Duties and Responsibilities
 Ensures that the hotel policy regarding uniform and personal hygiene is complied by the
staff.
 Responsible to be aware of the every day business in context of room occupancy and
special requirements, etc.
 Inspect the cleanliness and appearance of the guest rooms, public areas etc. regularly
 Ensures that the hotel is maintained in accordance to the hotel standards.
 Should have knowledge of local and organisations' hygiene, health and safety regulations.
 Should conduct training sessions whenever required.
 Provide training to the staff for answering guest enquiries about the hotel policies and
services.
Person Specification of Accommodations Manager at Hotel Hilton: Person
specification is deduced from the job description and is a description of various attributes which
are required to perform a job, such as qualifications, skills, knowledge etc. An accommodations
manager working at Hilton Hotel works with the staff of the hotel. For being an
accommodations manager a person is required to possess the following specifications pertaining
to qualifications, behaviours, skills and values, which are as follows:
 A degree or diploma in hotel management or other equivalent qualification.
 Proficiency in Microsoft applications.
 Have an experience of handling revenue management systems.
 Experienced in using property management software.
 Possess strong and effective leadership skills for managing the hotel staff and achieving
targets.
 Prior experience of similar job role else where.
 Possess excellent skills pertaining to customer care and interpersonal skills.
 Should have an understanding of importance of brand reputation.
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 Capable of handling work pressure and ability to demonstrate capabilities and
distinctions in extreme conditions.
P3.2 Comparison of selection process with different service industries businesses
Selection process of Hilton Hotel Stratford
The hotel has adopted an intensive yet relatively simple process of recruitment and selection.
The desired candidates can apply online and such applications are processed and screened by
hotel representatives (Nickson, 2013). The eligible candidates are called for an interview. There
is a telephonic interview conducted by the HR representative followed by a personal face-to-face
interview. The interview sessions could involve single round to five rounds of interview. In an
interview the hiring representative poses straightforward and deliberate questions to judge the
calibre of the candidate.
Selection process of Virgin Atlantis
The selection process followed at Virgin Atlantis for recruitment of cabin crew is initiated by
making application for inviting the applicants by filling and submitting an online application
form. There are different stages involved in the selection of competent qualified candidates for
the job position. The shortlisted candidates has to give a telephonic or video interview and
qualifying candidates are called for participating in an assessment day, which involves variety of
elements (Pieper, 2012). The shortlisted candidates on assessment day are invited for the final
interview which I conducted on the same day. After qualifying the assessment day the candidates
receive an online link from third party referencing partner for covering the costs of checking
criminal records and personal referencing, which is 100 pounds approximately.
Comparing the selection process of Hotel industry and Airline Industry
The airline industry and hotel industry both belongs to the service industries and one can
observe that there is a difference in the selection process of both the industries.
Hospitality Industry Airline Industry
Focuses more on soft skills of a candidate
while recruiting.
Evaluates technical knowledge along with the
soft skills of a candidate, for instance selection
process of a pilot requires evaluation of
technical aspects.
Selection process involves simple steps such as Selection process involves multiple steps such
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personal interview. as aptitude tests, physical checks etc. followed
by an interview.
After qualifying the interview a candidate is
recruited.
After qualifying the interview a candidate
receives a link from third party referencing
partner for checking criminal record etc. and
the candidate is required to bear the costs.
TASK 4
P4.1 Assessing the contribution of training and attitudes of training in hospitality sector
Training is an activity which is vital for the growth and success of the organisation as
well as the employees. Training is a process which is imparted to the employees for providing
knowledge and skills to work in accordance to the standards set by management. Training helps
in improving the productivity and quality of work of the employees(Ryan, 2015). Hotel Hilton
could provide training by following methods:
1. On the job Training – is conducted right at the workplace by the employees having an
experience in the field and is cost effective. This training is conducted during the job
hours, such as lectures, presentations, etc.
2. Off the job Training – is provided outside the place of work and unlike the job training it
lacks active participation. The off job training is taken by the professionals and experts
and is expensive.
As training and development in any organisation is becoming more relevant in the current
market scenario, Hilton Hotel in Stratford, London needs training so that the employees could be
groomed and imparted the required skills. Providing training in the hotel would ensure success
and growth of the organisation as it develops the skills of employees make allow them to become
capable of performance even in difficult situations (Taylor, 2012). The importance of training
and development in Hilton can be described as follows:
1. It ensures that there is development in the productivity of the employees as training helps
in fulfilling the organisation goals.
2. Training improves and promotes a positive work culture which in turn establishes a
learning culture in the organisation.
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3. Training improves the quality of work of the employees which helps in providing quality
services to the customers.
4. Training also increases the profitability of the organisation as well as it motivates the
employees to work more efficiently.
CONCLUSION
It can be concluded that the human resource management in hospitality sector is highly
important as the efficient workforce is crucial for the growth and development of the industry.
An efficient HRM and staff training is essential nowadays to gain advantage in the competitive
market. The selection process might differ in the service industries as there is a slight difference
in hospitality and airway industry. The importance of employment relations is highlighted which
provides a platform for dispute resolution. Also, the employment legislations are important and
considered by the organisations while formulating employee policies.
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REFERENCES
Books and Journals
Bailey, C. and et. al. 2018. Strategic human resource management. Oxford University Press.
Banfield, P., Kay, R. and Royles, D., 2018. Introduction to human resource management.
Oxford University Press.
Baum, T. ed., 2016. Human resource issues in international tourism. Elsevier.
Boella, M. and Goss-Turner, S., 2013. Human resource management in the hospitality industry:
A guide to best practice. Routledge.
Boella, M. and Goss-Turner, S., 2013. Human resource management in the hospitality industry:
A guide to best practice. Routledge.
Boella, M., 2017. Human resource management in the hotel and catering industry. Routledge.
Boxall, P. and Purcell, J., 2011. Strategy and human resource management. Macmillan
International Higher Education.
Bratton, J. and Gold, J. 2017. Human resource management: theory and practice. Palgrave.
Brewster, C. and Hegewisch, A. eds. 2017. Policy and practice in European human resource
management: The Price Waterhouse Cranfield survey. Taylor & Francis.
Luthans, F., Youssef, C.M. and Avolio, B.J., 2015. Psychological capital and beyond. Oxford
University Press, USA.
Moutinho, L. ed., 2011. Strategic management in tourism. Cabi.
Nickson, D., 2013. Human resource management for hospitality, tourism and events. Routledge.
Pieper, R. ed., 2012. Human resource management: An international comparison (Vol. 26).
Walter de Gruyter.
Riley, M., 2014. Human resource management in the hospitality and tourism industry.
Routledge.
Ryan, C., 2015. Trends in hospitality management research: a personal reflection. International
Journal of Contemporary Hospitality Management. 27(3). pp.340-361.
Taylor, D., 2012. Hospitality sales and promotion. Routledge.
Online
Human Resource Management in Hospitality Industry. 2012. Available through
<https://writepass.com/journal/2012/11/human-resource-management/>
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