Human Resource Management for Service Industry: Hospitality Report

This report delves into the core aspects of Human Resource Management (HRM) within the hospitality industry, using Hilton Hotels as a primary case study. It begins with an introduction to HRM, emphasizing its strategic importance in managing policies, systems, and human capital. The report then examines a detailed job description and person specification for an HR Manager role within a hospitality organization, outlining key responsibilities and required skills. A comparative analysis of selection processes across the hospitality and airline industries (Silverjet airlines) highlights the differences in recruitment strategies based on varying job requirements. Furthermore, the report explores the significance of training and development activities, such as technological, skill-based, and problem-solving training, in enhancing employee performance and contributing to effective operations. Various training methods, including on-the-job and off-the-job approaches, are discussed, emphasizing their benefits for both the organization and its employees. The report concludes by summarizing the crucial role of HRM in the hospitality sector, highlighting its impact on employee recruitment, training, and overall operational efficiency.

Human Resource
Management For Service
Industry

Table of Contents
INTRODUCTION......................................................................................................................3
TASK 1......................................................................................................................................3
Covered in PPT.......................................................................................................................3
TASK 2......................................................................................................................................3
3.1 Discuss a job description and person specifications through examples from a hospitality
organisation.............................................................................................................................3
3.2 Compare the selection process of different service industries businesses........................6
TASK 3......................................................................................................................................7
4.1 Contribution of training and development activities to the effective operations of
hospitality industry.................................................................................................................7
CONCLUSION..........................................................................................................................8
REFERENCES...........................................................................................................................9

INTRODUCTION
Human resource management iTos a strategic management approach which provides
effective and efficient management practices in an organization. It is related with the
activities related to the management of policies, system and people or human capital of the
company (Bratton and Gold, 2017). This report is based on Hilton, it is an multinational
hospitality organisation that offers hotel and resorts services to their target and potential
consumers. It focuses on business as well as leisure travellers near vacation destinations,
airports and convention centers across the globe. Present report includes role and importance
of Human resource management in hospitality industry and HR plan for the organisation
based on demand and supply of labours. Apart from this, Employee relations and laws which
affects management of human resource in this industry is discussed. It also explains selection
process, importance of training and development activities for effective and efficient
performance.
TASK 1
Covered in PPT
TASK 2
3.1 Discuss a job description and person specifications through examples from a hospitality
organisation
Job Description
Job Details
Post: HR Manager
Section: HR division of the company
Job Purpose
 Build strong relationship as with employees for retaining them for longer duration of
time
 Manage large workforce and guide them properly in order to understand demand of
customers and further fulfil it accordingly.
 Listen demand of consumers and their problems properly as well as resolve them within
short interval of time

Roles & Responsibilities
 Welcoming all the candidates, make them to fill the employment application form,
verify & collect all the required documents.
 Conduct HR & technical round of interview from departmental Head & General
Manager, of shortlisted candidate conducting final round to Unit head
 Of selected candidate preparing offer letter and collecting the acceptance of offer and
get the joining date from candidate, & informing the same to the consultants.
 Preparing the Appointment letter, Experience letter Relieving letter and providing to
the candidates.
 Preparing the personnel file of newly joining candidate
 Maintain the register under above labor laws, generating details from (Time office &
payroll software) & maintaining some registers manually.
 Submitting the Monthly, Quarterly, Half yearly &annual return to the government
officials.
 Maintaining the records of certificate, license, approval, sanction, NOC under
compliance.
 Configuring the figure prints of newly joiner employees and feeding the same details in
the attendance & payroll software.
Person Specification
Seeking entry-level assignments in Human Resource management with an organization
of high repute.
PROFESIONAL SYNOPSIS
 A budding professional with 1.5 yrs. industrial exposure in operational management in
handling activities with focus on bottom line performance as well as optimal utilization of
resources

 Well versed with various standard pertaining to Employee welfare, appraisal, payrolls etc.
 Proven ability to design create and implementing training programs.
 Recognized as a dynamic leader and creative problem solver with superb interpersonal
skilled in recruitment, Employee engagement, training management, hr operations etc.
 Effective organizer and team player with communication and negotiation skills.
 Cope up with the team and assign work to them with proper functioning of organization.
ORGANIZATIONAL EXPOSURE
Worked for 1 year maximum with a reputed Hotel
Manager- Back Office and Operation
Oct 2016 – June 2017
 Recruiting the candidate with self-created data bank, web based sourcing, head hunting and
networking of contacts, creation of job description for various job roles.
 Provided human resource services and support to managers and division heads.
 Responsible for induction, training and acquainting the new employees with the company
policies, culture, job profile and existing employees.
 Program Marketing, increased annual revenue by 38% and responsible for Program
marketing.
 Organizational & strategic planning and Management coaching, employee counselling.
3 Years of Experience in an international hotel.
Feb 2015-Oct 2016
Manager-Operation
 Creating and retaining corporate relation and Proper coordination & communicated with
multiple departments to plan meetings
 Communicated with multiple departments to plan meetings
SUMMER INTERNSHIP
Training Models and Types in Hotel Industry – Marriott

HR Practices - (Grosvenor)
ACADEMIC HIGHLIGHTS NEEDED
MBA (Human resources and Marketing) from Modern Institute of Technology and research
Centre, United Kingdom, 2012.
BBA from Harvard University in 2010.
IT SKILLS
Well versed with windows, MS Word, Excel, PowerPoint, Outlook) & Internet applications
KEY SKILLS
Managing over all
administration
Preparing documents related
to training programmes
Managing overall records
Team building & Supervision Accounts Payable/Receivable Developing meetings and
events at the same time for
employees
Manual creation for the
company
Self motivating and
managing the staff
Managing the stocks
3.2 Compare the selection process of different service industries businesses
Selection can be defined as the process of choosing the most appropriate candidate
from a number of eligible candidates for the job vacancy (Mitchell and et. al., 2013). The
selection process of various industries differ from each other due to the varying job
specifications and requirements. The comparison of hotel industry (Hilton Hotel) and airline
industry (Silverjet airlines) is done below:-
In Hilton hotel, there are two kinds of selection processes, namely, internal and
external. Internal hiring involves the recruitment of employees from within the hotel as at
times, some employees are capable of and willing to handle more responsibilities than the
current job role. This method is economical and easily conducted. External hiring erfloects
the recruitment of personnel from outer environment by way of college placements,
recruitement agencies etc. Here, the first round involves a written tests where the knowledge
and aptitude of person is assessed. The second round is group discussion which helps in

identifying the behaviour of individual in collaborative environment (Chang, Gong and
Shum, 2011). Last round is personal interview where the spontaneity, capability and potential
of individual is judged. Selection is then made of the person who attains highest from the
total score.
Silverjet airlines mainly focus upon the personality of an individual while hiring. At
first, personal round is conducted where aptitude and adaptability of an individual is assessed
along with the situational thinking capacity. Then, a reference check is carried out where the
background of employee is determined and checked if he has been prosecuted of any criminal
offense in past. After that, the skill set of candidates is analysed and the psychometric and
medical test is done. The candidate who passes all these tests is then hired for the job role.
Thus, there is a lot of difference in the selection procedure of hotel industry and
airlines industry as the skills, knowledge and competence required to carry out operations in
both industries is different.
TASK 3
4.1 Contribution of training and development activities to the effective operations of
hospitality industry
Training and development refers the function of human resource management which
is very essential enhancing performance and motivation of employees. It is a continuous
process which helps workforce in improving their skill sets, positive change in attitude and
personality which is necessary for completing their duties and responsibilities in an effective
manner. There is difference between training and development as training is concerned with
continuous learning related to the specific job or task. It improves professional skills and
attitude of employees. On the other hand development emphasises on present and future
growth of staff (Nickson, 2013). It focuses on long term improvement of skills and
relationship of subordinates. The following are various kind of training programs which are
important for hotel Hilton for improving their operations: Technological training: This kind of trainings are given to the employees so that
they can use new and innovative technologies. It assists them in providing good
services to consumers which enhances customer satisfaction. Skill training: It enhances the professional skills and attitude of service providers
which is essential for rendering their services to consumers in a different and

satisfactory manner. Also, it is about building effective communication skills in
employees so that they can communicate with the guests professionally and
ethically.
 Problem solving training: This type of training is very essential for employees of
hotel industry because on daily basis they come across various issues faced by
customers. It helps them in providing and finding out solutions to these problems
as it is always not possible for them to meet all the desires and expectations if
individual customers.
There are two ways or methods for providing training and development, which are
explained as below:
On the job training methods: In this training is provided at the workplace as it
provides skills, competencies and knowledge that is necessary for performing jobs and
responsibilities (Hoque, 2013). In this training is given to newly hired employees by existing
or experienced employees of organisation. It consists coaching, internship and job instruction
techniques etc.
Off the job training methods: This type of training programs are conducted at other
places outside the organisation. As it is fully focused and concentrated towards learning and
development of employees. It includes lectures, conferences, simulation exercises and
sensitivity training etc (Boella and Goss-Turner, 2013).
Thus, training and development has various benefits and advantages for enterprise as
well as employees. As it enhances the performance level of employees, improves productivity
of the company. This also improves the motivation and satisfaction level of staff. Hence, in
case in Hotel Hilton training and development will leads to provide satisfactory services and
improves overall operation activities.
CONCLUSION
From the above report it is concluded that Human resource management plays an
important role in hospitality industry. It helps in selecting, recruiting and training of new and
existing workforce as they have direct contact with the travellers or customers. So having
good employees are essential in hospitality industry and HRM helps enterprise in this.
Effective and efficient training and development programs are very much necessary for the

service providers as it helps in meeting the changing requirements and demands of
consumers.
REFERENCES
Books and Journals
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.
Bratton, J. and Gold, J., 2017.Human resource management: theory and practice. Palgrave
Hoque, K., 2013. Human resource management in the hotel industry: Strategy, innovation
and performance. Routledge.
Karatepe, O. M., 2013. High-performance work practices and hotel employee performance:
The mediation of work engagement. International Journal of Hospitality
Management. 32. pp.132-140.
Long, C. S. Perumal. P. and Ajagbe, A. M. 2012. The impact of human resource management
practices on employees’ turnover intention: A conceptual model. Interdisciplinary
Journal of Contemporary Research in Business. 4(2). pp.629-641.
Marco-Lajara, B. and Úbeda-García, M. 2013. Human resource management approaches in
Spanish hotels: An introductory analysis. International Journal of Hospitality
Management. 35. pp.339-347.
Mitchell. and et. al., 2013. The effect of strategic human resource management on
organizational performance: The mediating role of high‐performance human
resource practices. Human Resource Management. 52(6). pp.899-921.
Nickson, D. 2013. Human resource management for hospitality, tourism and events.
Routledge.

Swarbrooke, J. and Page, S. J., 2012. Development and management of visitor attractions.
Routledge.
Tang, T. W. and Tang. Y. Y. 2012. Promoting service-oriented organizational citizenship
behaviors in hotels: The role of high-performance human resource practices and
organizational social climates. International Journal of Hospitality
Management.31(3). pp.885-895.
Tiwari, P. and Saxena, K., 2012. Human resource management practices: A comprehensive
review. Pakistan business review. 9(2). pp.669-705.
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