An Analysis of Human Resource Management at the Hilton Hotel

This report provides a comprehensive analysis of human resource management (HRM) practices within the context of the Hilton Hotel. It begins with an introduction to HRM and its importance, followed by an application of David Guest's model, examining HRM strategy, practices, outcomes, behavior, performance, and financial outcomes. The report then compares and contrasts Storey's definitions of HRM, personnel management, and industrial relations, using the Hilton Hotel and Holiday Inn as examples. It explores the responsibilities of line managers and the different types of flexibility models, including Handy's shamrock model, numerical, temporal, functional, and financial flexibility. The assignment also discusses the importance of flexible working, its benefits, and various models that can be applied. Finally, it addresses issues like discrimination and the importance of equal opportunities within the organization. The report also touches upon performance measurement, training, and development, and the overall impact of HRM practices on organizational performance and client satisfaction.

Managing Human Resource
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Table of Contents
INTRODUCTION ...............................................................................................................................3
TASK 1.................................................................................................................................................3
1.1....................................................................................................................................................3
1.2....................................................................................................................................................4
1.3....................................................................................................................................................5
TASK 2.................................................................................................................................................5
2.1....................................................................................................................................................5
2.2....................................................................................................................................................6
2.3....................................................................................................................................................7
2.4....................................................................................................................................................7
TASK 3.................................................................................................................................................8
3.1....................................................................................................................................................8
3.2....................................................................................................................................................9
3.3....................................................................................................................................................9
TASK 4...............................................................................................................................................10
4.1..................................................................................................................................................10
4.2..................................................................................................................................................11
4.3..................................................................................................................................................11
4.4..................................................................................................................................................12
CONCLUSION .................................................................................................................................12
REFERENCES...................................................................................................................................14
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INTRODUCTION
Human resource management is the crucial part of every business wherein manager manage
their day to day work at the work place and maintains the relation with the employees. In this
report, executive applies the Guest's model for attaining the goals and objectives of the firm and
there are different definition of the HRM and personnel , industrial relation practices. Under this,
report, there are various aspects of the managing the human resource will be studied in the context
Hilton hotel. The present report covers, the line manager takes the responsibility for managing the
daily bases work and maintain the workforce at the work place. There are different types of
flexibility which is provided by the manager to the employees. It helps workers to easily manage
their work as per the convenience and attain the satisfaction level of the clients. Company do not
discriminate the employees on the bases of disability, gender, age, religion etc. Manager focuses on
the equal opportunity wherein they provides to their employees which help to increasing the
motivation level towards the task and fulfils the requirements of the work place. Organization
follows the rules and regulation related to the human resource health and safety. In addition to this,
there are various methods for measuring the employees performance at the work place accordingly
they provides the training and development to their workers.
TASK 1
1.1
The Guest's model of the human resource management is composed by the David Guest's
which includes the 6 dimensions (Wilton, 2010). In this way, HRM strategy, practices, outcomes
and behaviour, performance , financial outcomes which is applied by the manager in the Hilton
hotel that are described as below:
HRM strategy- Company focuses on the strategy under which manager creates the vision and
mission accordingly they manage their work. In this context, executive share the knowledge among
the employees which help to attain the goals and objective of the firm.
HRM practices- Manager of the company takes the responsibility for appointing the employees at
the work place which help to managing the day to day work of the organization. In this context,
manager identify the training needs of the employees accordingly they provides to their workers
which help to enhancing the performance and improving the knowledge, skills is required at the
work place (Wright and McMahan, 2011). It helps workers to deliver the best amount of work and
attain the satisfaction level of the clients. It affects performance of the organization because clients
are satisfied his services is provided by the skilled employees. Accordingly, Hilton hotel increases
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the market share in hospitality industry and maximizing the profit.
HR outcomes- It is the important part of the company under which manager provides the flexibility
like part time, over time and working flexible working hours to their individual. It assists workers to
easily manage their work with the good quality and attain the goals and objectives of the firm.
Behavioural outcomes – It includes the motivation and co- operation etc wherein company uses
the reward system for motivating the employees (Leonard and Cardy, 2011). In this context,
manager provides the reward like promotional opportunity, bonus, incentives as per the employees
performance. It helps workers to highly motivated towards the work and they are able to handling
the any type of the project is assign by the clients and firm.
Performance outcomes- Management of the organization focuses on the employees performance
and their productivity. Manager uses the various methods and ways for improving the workers
quality which help to delivering the innovative services.
Financial outcomes- Under this dimension, manager evaluates the profit of the firm accordingly
they expand their business ventures across the globe (Chadzingwa, 2010.).
1.2
There are various differences between storey's definitions of the HRM, personnel and IR
practices which is compared by the two organization like Hilton hotel and Holiday Inn that are
explained below:
Human resource management- Human resource management as the term wherein company
provides the job opportunity to their individual and conduct the training and development programs.
It helps workers to performing in well manner and attain the goals and objective of the firm. In this
way, Hilton hotel follows the human resource management wherein manager provides the reward to
their employees which helps to motivating the workers towards the work (Chang and et.al., 2013).
As per this, manager easily manage their day to day work and maintain the smooth flow of
operation at the work place. Employees focuses on their work and they accomplish the demand at
the work place. It affects performance of the organization because clients are satisfied his services
is provided by the employees which helps to increasing the market share in hospitality industry and
maintains the overall productivity.
Personnel management- It is the traditional approach wherein manager manage their workforce at
the work placer and attain the goals and objectives of thee firm. In this context, executive of the
Holiday Inn follows the personnel management under which they focuses on the employee welfare.
Company follows the rules and regulation is related to the employees health and safety wherein
they provides the monthly medical check-up facility to their human resource (Darrag and et.al.,
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2010). It helps workers to focuses on their work and they are able to attaining the goals and
objective.
Industrial relation- Organization maintains the relation with the customers under which both the
firm like Holiday Inn and Hilton hotel follows the industrial relation. In this way, manager identify
the needs and wants of the employees accordingly they accomplish the demand of them which helps
to highly motivated towards the work (Hassan, 2010). Apart from this, manager develops the good
relation with the employees and solve the all conflicts of them.
1.3
The line manager directly report to the higher management of the Hilton hotel wherein they
takes the responsibility for managing the whole work of the all department of the organization. In
this way, the executive responsible for managing the workforce at the work place wherein of any
case the employees not able to come in the organization. In this situation, manager arrange the work
among the existing the employees and competing the project on time. On the other hand, manager
effectively allocate the work and they provide the task to their employees as per the interest. It helps
workers to easily handle the work and render the best services to their customers. It affects
performance of the organization because clients are satisfied his services is provided by the existing
workers (Jackson and Parry, 2011). Accordingly, company increases the overall productivity and
maximizing the sales turnover. In addition to this, the line manager have the various knowledge
related to the technical which helps to solving the issues at the work place. They provide the
knowledge among the employees which help to implement at the work place and attain the demand
of the clients. Employees are able to competing the task on time and they provides the best services
to their customers which help manager to easily manage their work based activities and achieve the
goals and objective of the firm. Furthermore, the executive takes the responsibility for providing
the positive environment in the organization and solve the all conflicts among the employees. It
helps human resource to concentrate their work and they accomplishing the demand of the clients.
Moreover, clients are satisfied his services which helps company to increase the market share in
hospitality industry and maximizing the profit of the firm as well (Jackson and Malthis, 2010).
TASK 2
2.1
There are different types of the flexibility model which is applied by the manager at the
work place. In this way, Hilton hotel uses the Handy's shamrock organizational model which
includes the 3 leafs like core management, contractual fringe employee and professional that are
stated below:
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Core management- Organization focuses on the core management under which manager easily
manage their day to day work of the firm and maintains the smooth flow of operation at the work
place (Jiang and et.al., 2012). In this way, management of the company follows the rules and
policies which helps employees to behave in ideal manner and perform in appropriate manner. This
policies help manager to maintain the workforce and completing the task on time. Moreover,
manager provides the training and development to their employees which help to enhancing the
performance and improving the knowledge, skills which is required at the work force. It helps
workers to easily accomplish the demand of the clients and they are able to sharing the roles and
responsibility attaining the goals and objectives of the firm.
Contractual fringe employee- Manager of the organization identify the needs of the employees
accordingly they fulfils the demand of them which helps to increasing the motivational level
towards the task (Kehoe and Wright, 2013). Moreover, company provides the facility to their
employees like part time and over time accordingly pay the amount on the bases of the working
hours. It assists human resource to easily manager their work as per the convenience and attain the
goals and objective of the firm.
Professional- Hilton hotel focuses on the professionalism wherein they provide the consultancy
services to their customers and clients. The advisor easily solve the issues of the clients and
develops the good relation with the customers.
2.2
Flexibility means ability to adapt new ideas and decisions which are different from the present
decisions and plans or adapting easily in different scenarios. It enhance the effectiveness of
employees and refers to change of internal environment according to the external environment. If
there is Change in market condition flexibility helps the hotel to change the plans according to
changing market condition (Kim, 2012.) . Different types of flexibility adopted in Hilton are
discussed below:
Numerical Flexibility: It is the ability of hotel to adjust the quantity of labour according to the
change in demand of labour like if the demand is more than supply should be in accordance with the
demand . It involves part -time working fixed or temporary contracts and sub-contracting
Temporal Flexibility: It involves the flexibility of time in the hotel which means variation in the
working hours of employee, change in the shift, or overtime done by the employee of Hilton hotel.
This can also involve zero-hours contract seasonal-hours contract and compressed working week.
When there is a peak time for tourist the working hours of the employee can get increased and vice-
versa.
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Functional Flexibility: Hilton has adopted this flexibility to change the duties and responsibility of
workers with the changing conditions and working requirements of firm. It is positive for
development of skills of workers (Knowles, Holton III and Swanson, 2014). The issues like training
, management and outsourcing effects the functional flexibility of the hotel.
Financial Flexibility: The finance related issues are covered under financial flexibility such as they
have the ability to react to the expenses which are unexpected and the ability to grab the
opportunities for investing in things which are beneficial for hotel. For surviving in long run the
sound financial flexibility is very important.
2.3
Flexible working has become a key thing in 21st century because all employee and employer
wants to make change in an organization as and when required by them where they will work
together to meet the needs of the business and the organization (Nasurdin and Tan, 2010). There are
many types of model which can be applied for flexible working such as job-sharing , part-time
working , multi tasking practices and many more which are beneficial for both employee and
employer. Flexible working increase the ability to adapt the change according to the change in
situation. It enhance the performance of both employee and employer as the need of individual and
need of organization get fulfilled.
From the employer point of view flexible working increase the morale of the employee ,
organization gets engagement and commitment of employee. Employers ability to recruit the
outstanding employees get increased. It also reduces the turnover of valued staff. The target of the
organization gets completed according to the set deadlines. Coordination among employee and
employer gets improve. The organization staff cost get reduces as the employee are motivated and
work with full enthusiasm. Employer can extend the duration of working hours when the work load
of the organization is more (Pawson, 2011).
From the employee point of view in flexible working the employee feels free when he work
in an organization. There ability to adapt the change get increased , They are motivated to work for
organization. They work in group to accomplish the goals of an organization . They have control
over the activities which are done by them. They schedule there time themselves according to the
working environment . They can take a break when they are tired or not in a position to work
without asking the employer. When they feel fresh they enjoy the work and completes there work
on time.
2.4
The great impact that changes in the labour market on the flexible working practices under
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which manager focuses on the on the labour market flexibility. In this context, company
concentrates on the employees training and knowledge as well skills. Skilled workers gives the best
amount of work and they able to fulfils the demand of the organization and clients. It positively
affects the performance of the organization because trained employees gives the good services to
their customers and clients which creates the satisfaction towards the services (Price, 2011). As per
this, company increases the market share in hospitality industry and maintains the overall
productivity. On the other, if corporation not able to provide the training and development that
negatively affects the labour market as well as activities of the firm. In this way, manager requires
to identify the total number of employees working in the organization accordingly they appoints the
new workers at the work place. It helps executive to easily manage the daily bases of the work and
maintains the smooth flow of operation. Apart from this, workers need to inform about the job
vacancy at the work place accordingly if the employees responsible for the promotional opportunity.
In this way, the positive impacts of the changing the labour market on the working practices under
which company provides the part time and over time facility to their individual (Guest, 2011).
TASK 3
3.1
There are various form of discrimination that take place in the workplace are as follows-
Race discrimination- It is unlawful against the employee or candidate due to its colour in
regard to promotion, termination, job training,compensation and any terms or condition in the
employment (Buller and McEvoy, 2012). Equal opportunities not to be given to all employees in
relation to employment due to his / her different race or colour.
Sexual discrimination- When the similar employees position are treated equally in the
workplace because of his or her gender or sexual orientation then it break the law under sex
discrimination Act . For example, In an organization if they promote only female workers and avoid
male workers in the workplace then sexual discrimination arise in that situation under the act.
Age discrimination- The age discrimination in Employment Act of 1967 arise when no
employee or candidate treated equally due to age difference in the workplace. If an employer
terminate employee without any reason appeared who is older than 50 years of age then it is a
unlawful to discriminate against a person (Caligiuri, 2014).
Disability Discrimination – The American Disabilities Act of 1990 they help the disable
person who is qualified so they can enjoy the workplace, communication and transportation. If the
employer treated differently with the disable person who is handicapped and physical disable and
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discriminate them in recruitment and selection process, promotion , lay off and training etc break
the law.
Hilton hotel break the law of race discrimination act 197. The avoided black staff in jobs
when they would '''visible to the public''. Juliette Giscombe 50 year old lady sued the Hilton hotel
chain by refused them continued in the promotion and claim them they were not allow the black
people work in front of the office. She complained repeatedly to the Hilton hotel human resource
department but they never taken any serious action.
3.2
In order to practical implication of the equal opportunities legislation for the Hilton hotel
which is used by the manager (Cardillo, 2013). In this context, equal opportunity is the crucial part
of the individual life as well organization under which manager provides the equal chance to the
employees. It helps workers to increasing the interest level towards the task and they are able to
perform in well manner. Moreover, company do not discriminate the employees on the bases of the
gender, age, disability etc which creates the positive environment at the work place. It helps
workers to focuses on their work and gives the best amount of the work. As per this, it affects
performance of the organization because clients are satisfied his services is provided by the
employees. Company increases the market share in hospitality industry and maximizing the sales
turnover. Moreover, management of the Hilton hotel requires to provide the equal opportunity like
training and development to their male and female employees (Hendry, 2012). It assists both the
employees to enhancing the performance and improving the knowledge, skills which is required at
the work place (Cardillo, 2013). Henceforth, they are able to deliver the best services to their clients
and attain the goals and objectives. It positively affects the employees performance as well
corporation which helps to increasing the overall productivity of the firm and maximizing the profit
margin.
3.3
Hotel Hilton and Hotel Marriott both adopted different-different approaches for managing
the diversity and equal opportunity in the organization. In case of hotel Hilton it gave benefits
related to diversification of work force because it's focus was increasing the capabilities of
organizations leverage as the workforce of hotel are different on grounds of backgrounds , culture ,
economies and geographical areas so to give similarity to each and every individual hotel
introduces a training and development programme to achieve the goals related to the equality of
each individual which can bring uniformity in firm and individuals (Oke, 2016). To manage
employees with different backgrounds there is a different approach which should be followed by an
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effective manager. A manager through apprenticeships can provide equal opportunities to the
employees.
And in the case of hotel Marriott, the hotel follows the laws which are laid by both national
and international organizations related to the diversity and equal opportunities so as to achieve the
goals related to diversification and equal opportunities more effectively and efficiently. The
operations which are conducted by the hotel Marriott are done in accordance with the code of
practice of employees in a set pattern so that there is no difference among the individuals. And for
managing the equal opportunity at high degree the law of opportunity 2000 was came into force to
give every individual equal opportunities (Rehman, 2014).
Further, for more beneficial result both the hotels can establish the council related to
diversity , can create a environment in which individuals are free to communicate with each other
so that diversification will not exist and individual will get equal opportunities.
TASK 4
4.1
Performance management plays important role in the organization wherein manager identify
the employees current position at the work place as well as company position. There are different
method of the performance management which is used by the manager for measuring the workers
presentation that are stated as below:
360 degree appraisal- It is the important method of measuring the performance of the employees at
the work place (Tang and Tang, 2012). In this way, manager takes the feedback about the workers
presentation which includes the supervisor, all the employees, stakeholders etc. They gives the
suggestion and opinion about them wherein they responses in positive way so that employees
perform in well. On the other hand, if the stakeholders are responded in negative way so that
manager get the idea about the employees presentation under they identify the training needs of the
employees. They provides the training and development to their human resource which helps to
enhancing the performance and improving the knowledge is required a the work place. It assists
workers to perform in well manner and deliver the good amount of the work as well. As per this,
manager easily manage their work and attain the goals and objectives of the firm which helps to
increasing the revenue margin as well (Human Resource Management Models. 2011).
Benchmarking- This method is used by the manager under which they categorise the employees as
per the rank wise like a,b, c as per the performance and knowledge. In this way, if the worker
requires to training and development for improving the performance so that they provides to them.
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4.2
Management of the Hilton hotel focuses on the employees welfare under which manager
uses the various approaches for managing the human resource welfare. In this way, executive
identify the needs and wants of the employees as per this they accomplish the demand of the
workers which helps to highly motivated towards the task. Employees able to fulfils the demand of
the clients and contributing the best amount of the work. Manager easily manage their work based
activities and fulfils the demand of the clients which helps to incensing the productivity and attain
the desire goals. On the other hand, manager requires to maintains the work environment under
which they identify the reason behind the conflicts and solve the issues with the help of alternative
ways. It assists workers to focuses on their work and gives the best amount of work which is
required at the work place (Guest model of HRM. 2016). Henceforth, all these ways and approach
used by the manager for managing the employees welfare and maintains the smooth flow of
operation in the organization.
4.3
Within the hotel Hilton it is assessed that human resource practices are affected by health
and safety legislation so by implying the laws of safety and legislation the hotel can fulfil the needs
of the workers at the organization. Anyway expenses of the firm gets increases in implementing the
law. To ensure safety to the health of workers Hilton hotel should provide the staff with effective
working environment and also ensure them with best working practices at workplace so that the
workers feel secure (Wilton, 2010). It can also follow the Health and Safety Act 1974 to ensure
safety to the workers. In order to achieve the organizational objective the worker who feel safe and
secure work with full commitment and get engaged in the work with full dedication to complete the
work. Employees morale gets boosted when there is effective workplace environment. To attain
satisfaction of employee and to satisfy the need of customer all types of policies regarding health
and safety should be followed by the HR of hotel. By providing best working place employee health
and safety needs also gets fulfilled and along with this organizational goals can also be fulfilled
because the employee gets motivated.
Further if any type of accident occurs at the workplace the workers get protection by these
practices of laws so they feel secure to work which helps in achieving the organizational objective
as the workers efficiency gets improved (Chang and et.al., 2013). However, risk related to accidents
or bad incidents should be limited and overcome by taking effective prevention measures by the
HR of Hilton hotel. At the time of emergency the workers should know what they should do so the
HR should give proper health and safety tips and basic knowledge of how to prevent the accidents
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in this regard proper training should be provided so that they can escape themselves from the
accidents and even help others. To maintain health and safety of employees proper safety and health
related legislation should be practised by HR Department of Organization. To comply with the
policies and objective of the organisation the effective working condition should be provided to the
employees so that they can give there best, This is the work of HR Professionals of the
organisation. The department of HR needs to provide the safety to the workers by giving them
some facilities such as alarms during the fire , fire extinguisher , equipments related to health and
safety and also provide the guidelines about how to use such equipments and also provide with the
security guard for any help during emergency so that all laws and practices regarding safety can be
fulfilled within the organization (Darrag and et.al., 2010).
4.4
There are various issues arises at the work place like leadership issues , equality,
communication and structure etc under which directly impacts on the human resource practices. In
this way, the management of the Hilton hotel follows the vertical structure wherein manager takes
the decision with the help of top management of the company. Employees not involves in the
decision making process of the company which creates the various issues and less interest level of
the employees towards the work (Jackson and Parry, 2011). They not able to deliver the best
services to their customers and do not fulfils the requirement at the work place. It negatively
impacts on the performance of the company because demotivated employees do not meet the
deadline of the clients which generates the dissatisfaction of them. Apart from this, organization
need to follows the horizontal structure under which manager takes the decision with the help of all
employees of the each department. Workers gives the suggestion and innovative ideas which helps
to highly motivated towards the work. It assists manager to take the effective decision for fulfilling
the requirements of the clients and customers and easily manage their work of the firm as well
(Jiang and et.al., 2012). It positively affects the performance of the organization and increase the
overall productivity of the firm as well.
CONCLUSION
Summing up the whole report, it can be concluded that, manager uses the Guest's model
accordingly they manage their work and attain the goals and objective of the firm. The line
manager takes the responsibility for reducing the conflicts among the employees and provide the
positive environment at the work place. With the help of different flexibility, employees works as a
part time and over time under which company provides the extra remuneration as per the working
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