Human Resource Management Report: Hilton Hotel Analysis, HND Unit 9

This report examines Human Resource Management (HRM) practices within the Hilton Hotel, a major player in the hospitality industry. The report begins by outlining the role and importance of HRM in the industry, emphasizing its impact on customer service and employee retention. It then analyzes Hilton's human resource planning, including resourcing strategies, scenario planning, and forecasting demand and supply. The report also delves into the current state of employment relations at Hilton, addressing employment contracts, employee rights, and the impact of employment law, specifically the Employment Relations Act 2004, the Equality Act 2010, and Employment Rights 1996. Furthermore, the report compares different selection processes used in various service industries, highlighting the methods Hilton employs. Finally, the report discusses the benefits of proper training and development programs within the hotel, concluding with an overview of how effective HRM contributes to Hilton's overall success.

Human Resource
Management

INTRODUCTION
Human resource management refers to strategical formulation to effective administration
of workers of organisation so that they evaluate enterprise to gain the competitive welfare. This
report is based on hotel Hilton which is a hospitality private industry. The industry is actual a
hotel of all the services founded on 31st may. It serves worldwide area and it headquartered in
McLean, Virginia, and United States. It is a largest hotel brands in UK. This report includes the
importance of human resource activity and processing a human resource plan for the building.
The second work is regarding the laws and regulations in the administration along with its
impacts is being focused. The third tasks focuses on the different job description, selection of the
candidates and job specification on the basis of different optional methods. The last work
focuses on the benefits that the restaurant can accomplish by following the proper training and
developing in the workplace.
TASK 1
1.1Role and purpose of HRM
The hospitality industry are basically employees related industry. As business and
industry states that employee is a vital part of the organisation, hospitality industry also states the
same. In hotel business one must have a good and qualified human resource. The human
resource managers includes each and every aspect of the hotel industry., which makes human
resource management as intrinsic)and most important part of hospitality industry in hotel
industry. The capacity of rendering good and significant facilities to the customers of the hotel
depends upon the human resource working that hotels. (Armstrong, P., 2014.
The human resource department is responsible for selecting and recruiting new
employees, and the work of the new employees can affect the performance of the hotel , so it is
the obligation of the human resource managers to hire the suitable, best and qualified people for
the hotelBakker.( A. B. and Demerouti, E., 2014. ). One of the most important task of the HR
manager is to hire employees which the suitable for the job , because in hotel many people are
interested to work in since they think there is not much work to do in hotel industry, whereas
hotel services need active employees which have good decision making capacity and can satisfy
customers queries on time. Human resource management's another responsibility is to retain the
highest quality of employees which can provide customer satisfaction and can benefit the
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industry. The main issue in this industry many people think it is not a career oriented industry
and they do want to utilise it as their ending career, that is the reason employee turnover in the
hotel industry is quite higher as compared to the other industries. Human resource manager is
also responsible for resolving the and handling the human resource management issues in the
hotel industry. They have to deal with customers coming from different countries having
different language, cultures and unique conception, this where the human resource department
needs to have a wider range of perceptive of duties within the hotel industry. Therefore the
training and development provided by an HR to the employees to be benefited and appropriate
for them enough to cope up and handle the issues relating to different countries people
according to their culture and expectations.(Bratton, J. and Gold, J., 2017)
Human resource department plays a vital role in maintaining the appropriate corporate
culture and also to handle the issues related to the external environment. Moreover they motivate
and encourage the employees for providing the customer satisfaction.
1.2 Analysis of supply and demand in Hilton
A human resource plan in Hilton determines the requirements of human resource in the
organisation by having a proper monitor and control process with the workplace. By relating the
need and supplying in the hotel enterprise the human resource plan of Hilton is discussed below.
Resourcing strategy: The main focus of the resourcing schemes of Hilton is to give
competition to its competitor, they develop the competitive advantage through the labour
workforce that retain its position in the hotel for a longer duration. The hotel can do reduction in
the cost of employees and increase the productivity of the employees.(Celma, D., Martínez‐
Garcia, E. and Coenders, G., 2014)
Scenario planning: The planning of human resources must be proper so that they adopt a
flexibility in their work and can adjust and adapt to the changes according to the business
conditions. They should have a good sense capacity so that they can feel the changes in the
competitive world and must be effectual to solve the worst cases scene in context to the business.
Planning must be powerful so that it can make use of the best opportunities arriving for the hotel.
Forecasting demand and supply: For expanding their plans Hilton essential to regard
the present need for people according to the terms of number and abilities. It is important for
Hilton in case of surplus and scarcity of employees to avoid additional employee cost by
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analysing correctly the demand of the employees. And the involvement of the human resource
will be according to the need and supplying for the workforce in the marketplace.
Analysis for labour turnover: To maintain the planning approach of Hilton for the
competitive advantage in industry the determination of cost effective labour turnover is very
important.
Analysis for Operational effectiveness: Hilton tries to give competition in the market
through the procedure of considering reduced value and advanced productivity process among
the workforce. In the following process productivity regarding to regularity would be important
to the plan of the industry.
Analysing for work environment: Hilton needs to make a surroundings that would
assist the employees to achieve ability and acquirement and it will help the performance of the
employees.
Retention: Though Hilton tend to cut down the worker value but other hotels can
offering them good compensations schemes so therefore retention becomes a challenge for the
hotel. To avoid this they should provide them building good career opportunity and motivate
them so that the employees remain for longer duration within the industry.(Chelladurai, P. and
Kerwin, S., 2017)
TASK 2
2.1 Current state of employment relations in Hilton
Employee relationship management is important for human resource. It focuses on
building a strong employee and employer relations at the organisation by motivating them,
boosting their morale and encouraging the employees. In Hilton ,they tries to resolve the
problems faced by the worker of the hotel that are affecting the performance as well the as the
organisation. They build a good communication between the employees so that they so not face
any issue while working. The workers relationship administration deals with the components:
Employment contract; Dissimilarity between written agreement employment rights and statutory
employment rights ; regulations and norms associate to the daily routine and policy regarding to
avoid employee discrimination.
Being a leading brand hotel Hilton, give importance to employee and employer
relationship as it motivates the employees, increases productivity and job satisfaction which are
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essential for every industry. This also effect the competitors and therefore it is good to build a
strong employee relations so the factors of the employees can be increased. In Hilton, the
employment contract is created according to the requirements of the industry so that all the
employee have knowledge about the working hours duration and termination of employee
contract. It is also important for the hotel to maintain a healthy employee relationship to have a
competitive advantage over other organisation. Hilton believes in over all satisfaction of the
guests and to increase the involvement of the industry employee relationship is important . Along
with this a regular interaction with the employees will also increase their productivity.(Farndale,
E., Brewster, C. and Poutsma, E., 2014.)And provide them with the essentials that are mention in
the written agreement which is made between the employer and the employee. The human
resource division would control and monitor all these elements and it would be a competitive
benefits by keeping worker and employer relationship. That is the reason , Hilton will maintain
good employee and employer relationship so as to achieve its goals, targets and objectives and
thereby creating the schemes of competitive advantage through human resource.
2.3Affect of employment law in managing the human resources
Different rules are formed to alter the relation between worker in the business. With
context to this different acts and legislations including Employment Relations Act, equal
possibility and business rights act are being created by the authorities. These employment laws
are also called labour laws as it involves many rules and regulations according to the
organisation. The crucial acts that actually affect the administration of the human resource
administration in the hotel and are important for Hilton are: Employment Relations Act
2004,Equality Act 2010 and employment rights 1996.
Employment Relation Act,2004: Employment relation act was established to utilise the
alteration in the new enactment process for employees and creating a healthy employers and
employee relationship. It defines the roles and responsibilities, termination, grievances, etc. of
the employers and the employees. In Hilton, it is the duty of the human resource manager to
make the workforce aware about the basics rules and regulations of this act such as change the
legitimate necessitate, broadening unions and extending the security against judgement etc.
Equality Act 2010: This equality act was implemented to render equivalent work
opportunities to every employee on the basis of their job roles and designation and not regarding
to their gender, income and country elements. In Hilton, in order to grasp business opportunities
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and resolving problems it is important for the human resource manager to implement this act in
the recruitment and selection procedure. They should offer fitness room, foreign currency
exchange and room services to the customers.
Employment Rights,1996: The primary aim of this act is to overcome the issues relating
to human resource which includes partial judgement, time off straight for bring up and providing
reasons of notice before dismissals. It is mainly concerned with the salaries and wages of the
employees. Hilton focuses on maintaining low employee cost and by implementing this act it can
solve issues of the employees regarding to conflicts or job dissatisfaction in a proper manner.
2.3Comaprison between the selection process of different service industries businesses
Recruitment and selection processes differs on the type of the industry. The major aim of
the selection procedure is to select the accurate candidate for the role who can match the job
description rendered by an organization and then selecting the candidate according to the job
description. The selection method that are used by the industry are discussed.
Interviews:Interview are very common in most of the industries. They are taken to check
the communication skill as well as technical skill of the candidate. Interviews can be of different
types such as technical interview, personal interview, etc.(Glendon, A. I. and Clarke, S., 2015. )
Presentation: During the interview process the candidates might asked for giving
presentation in front of the panel in the conference room. It identifies the presentation skills as
well as the managing of customers that would be beneficial for the job roles in the industry.
Tests: To check the cognition of the nominee tests are being conducted for a specific
post. Under this organisation might take a situation test where they can see the adaptability of the
candidate according to different situations. (Marchington, M., and et. al., 2016)
Psychometric tests:This tests helps in analysing the personality traits of the candidates . It
also helps in analysing the behavior of the candidate whether the person will be fitted in the job
role role offered by the organisation or not.
The selection method are different in every organisation. It is based on the type of the job
role for which a candidate needs to be get selected for. According to Hilton,the hotel manager
must be a skilled person so that he can manage the daily activities along with the professionalism
and listen to the grievances of the clients or guests. According to Hilton, they use different tests,
presentment and psychology attempt is the last test for the hiring of the candidates. The written
test is been done for taking the adaptability of the candidates according to different situations
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faced by the candidate. The written test is conducted then the presentation to know the
communication skills of the candidates as well the the way they can handle the customers.
Lastly the psychometric test is taken to analyse the behaviour and personality of the candidate.
(Reiche, B. S., and et. al., 2016)And if the candidate passes all the tests than he is been selected
for the position in the hotel.(Hohenstein, N. O., Feisel, E. and Hartmann, E., 2014.)
TASK 3
Job description and personal specifications
For the selected service in Hilton Hotel the job description and personal specification are
given below.
Name of the organisation: Hilton Hotel
Name of the department: hospitality department
Job title: Customer service executive
Summary of the Job:
In the hotel the role of the client service administrator is to help customers in booking and
other customization acquirements of the guests. They interact with guest and help them to get a
good experience while staying.
Key responsibilities
 Managing the calls of the customer for checking the rooms available in the hotel and
confirming their reservation.
 Taking feedbacks from the guest relating to the edifice facilities.
 Maintaining the losses of customer regarding products.
 Giving information about the various tourism destination to visit.
 Asking them for their choices in meals and assisting the hotel staff in taking care of them.
Reporting relationship
In customer service division ,the person would be recruited for the assistance manager role. He
has to report the manager of the hotel as well.
Process for development of job description
The documents created by the human resource section of the hotel is termed as job
description. This job description document considering the norms and laws of the organisation
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and the roles to be performed at job and the methods needed to do the occupation. The steps that
are required for job description are elaborated.
 Form a ground aggregation for the candidate and set up the needs of the organisation
which will assist them to match .
 The job description is given to the candidates so that they are being aware of the roles
and responsibilities needed to be perform by the candidate being selected for the job.
 Job description is designed to match the job with the job requirements of the candidates
to create a fair situation for the candidate and organisation as well.
TASK4
Contribution of training and development activities to the effective operation
There are some employees which are not educated in the the Hilton Hotel as there are
many positions in the hotel. Yet the employees working within the hotel represents the Hilton's
culture, that is why every employee in the hotel needs to trained and developed up to certain
standards and criteria. Importance of training and development is been discussed.
The company culture: Hilton has a special way of doing things and satisfying its
customer. There maid offers chocolates while entering and a cruise line always make towel
monkeys or octopus that sits the bed to greet customers. These are some of the specific features
provided by Hilton to enhance the guests experience in the hotel. Training at each locations help
to have experience of such greets to the customers.
Training is also important to have a uniformity maintained in each and every workforce
of the hotel. From the starting to setting up pillows or bedsheets or designing the room for the
relaxation of the customers training need to be provided so that all the workforce of the Hilton,
even in different countries follows the same culture and have uniformity.(Urtasun-Alonso,
2014.)
Developing Talent: Many workers in Hilton start from a initial level and works hard to
go up to higher levels. In Hilton, it trains workforce and training requires time, which can be
opportunity to people who have hidden talents which can lead them to higher positions.
Basically they give training on the way one should interact with guests in the hotel. Getting
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learned with different backgrounds people help them to deal with guest with different
background. (Storey, J., 2014.)
Problem solving and service: The main aim of Hilton is to deliver guests great services
that give them good experiences. They develop these skills in the staff and if the guest is facing
problems or having issues from the services of the hotel, the workforce job is to resolve that
issue in a friendly manner so that guest feel satisfied with the solution and can enjoy stay happily
in the hotel.
Safety and security: In Hilton, workforce is being trained for giving safety to the guests.
As guests are not aware of the area , they develops plans for guests so as to protect them from
unnatural calamity or disaster and there would not be any chaos or panic between guests at the
time of happening of the incident.
Conclusion
The human resource department acts as a competitive advantage for the industry.
Therefore the main focus of Hilton is develop its employees within the workplace. From the
starting it throws light on the function and aim of the human resource department. It shows the
human resource plan of the industry and assessing the actual regime of occupation relations of
the industry . It also involves the job description and personal specification and includes the
endeavour of grooming and improvement functions to the impressive procedure of Hilton.
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