Human Resource Management Report: Hilton Hotel Performance Analysis

This report delves into the intricacies of Human Resource Management (HRM) within the hotel industry, using Hilton Hotel as a case study. It begins with an introduction to HRM's core functions, including recruitment, training, and performance management, emphasizing their impact on achieving organizational goals. The report then examines HR planning, covering demand and supply forecasting, and matching these to ensure optimal staffing levels. It also addresses the current state of employment relations, highlighting the influence of labor dynamics and cultural aspects within the hotel sector. Furthermore, the report analyzes the impact of employment law on HRM practices in the UK, focusing on key legislation such as the Employment Relations Act and the Equality Act. The report then transitions to a discussion of job descriptions, personal specifications, and the selection processes used in the service industry. The report also highlights the significance of training and development activities in enhancing employee skills and productivity. The report concludes with an evaluation of the findings, considering the practical implications for HRM within the hotel context.

HUMAN
RESOURCE
MANAGEMENT

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................1
TASK A...........................................................................................................................................1
A Role and purpose of HRM..................................................................................................1
B) HR plans which are based on supply and demand ...........................................................2
C) Current state of employment relations..............................................................................3
D) Impact of employment law on HRM.................................................................................4
TASK B...........................................................................................................................................4
A) Job description and personal specifications......................................................................4
B) Selection process of different service industries...............................................................5
C) Contributions of training and development activities......................................................6
M1:Identifying strategies to find appropriate solutions.........................................................8
M2:Selecting and applying appropriate techniques...............................................................9
M3:Present and communicate appropriate findings...............................................................9
D1:Use critical reflection to evaluate own work and justify valid conclusions...................10
D2:Take Responsibility for managing and organising activities.........................................10
D3:Demonstrate convergent / lateral / creative thinking.....................................................10
CONCLUSION..............................................................................................................................11
REFERENCES:.............................................................................................................................11

INTRODUCTION
Human resource management deals with managing all the resources of the organisation in
an efficient manner. The resources can be effectively utilised and thus leads to sustainability of
resources. The impact of human resources on hotel industry. The efficiency of the employees
should be increased in Hilton hotel so that they can easily achieve the desired goals which are
assigned to them. The report contains the study about the relationship of employees in hotel
industry and different roles and responsibilities which are assigned to employees. The demand
and supply in Hotels which are based on human relation plans. Current state of employees
relations in hotel industry (Alfes and et. al., 2013). Job description and job evaluation plans
which are helpful for service industry. Training and development activities which increases the
skills and efficiency of employees in Hilton hotel. The employment laws that affects the hotel
industry in planning their rules and regulations.
TASK A
A Role and purpose of HRM
Human resources deals with the functions that are related with managing the needs of
organisations and focus on maximising the performances of employees. It includes various
process which are classified as recruitment, selection, training and development and motivation
of employees in the organisation. It helps in achieving the goals of Hilton Hotel. Performance of
hotel is based on the type of the work which is performed by the employees. If any problems are
faced by hotel than an expert is appointed who can find out the solutions of the problem. HRM
focuses on its employment and the employees who are working in hotel.
Role of manager in Hilton hotels are classified as:
Identification of employees: The manger of Hilton hotel identifies the requirement of
persons who will be needed to perform the operations in hotel. To fulfil this needs HR manger do
recruitment and selection of the employees so that the best employees can be selected who fulfils
the needs and requirement of Hilton (Aral and Brynjolfsson, 2012).
Training and development: It is important to provide training to the employees as it
helps in increasing their present knowledge and skills. These needs are classified according to
the level of performance of employees at Hilton. For the development of the employees and
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enhancing their knowledge training needs are essential parts of any organisation. The outcome of
these is that it increases productivity of employees at Hotels.
Relationship management: It is vital for organisations to develop effective relationship
between employer and employees of the organisation. This help in identifying the problems that
are faced by the employees so that problems which are faced by the workers can be easily
solved. He had to make sure that positive relationship and work environment is maintained in the
organisation so that communication can be effectively applied in organisation.
Welfare of members: It is the duty of HR manger to focus on the welfare of the
customers and the employees of the organisation. This can be done by analysing the work
environment in which the different activities are operating in Hilton hotel. This helps in ensuring
safe working environment at Hilton. Identification of different services that are provided to
customers so that the needs and wants of customers are satisfied and thus they feel satisfied.
Rewards and appraisal: After evaluation of the performances of the employees they
should be given rewards for their work performance. Rewards helps in motivation of employees
so that they can work effectively to achieve the desired goals of Hilton. Monetary and non
monetary incentives can also be given to employees as this helps in motivation and improving
performances of the employees (Armstrong and Taylor, 2014).
B) HR plans which are based on supply and demand
Human resources plans are continuous in nature which helps in identifying current and
future requirement of personnel at Hilton so as to achieve the desired goals. Planning are main
aims of human resource management which helps in reducing employees turnover and achieve
competitive advantages.
Planning is important because the internal and external environment factors that operates
at Hilton. Different steps of HR planning are classified as:
Assessment of Human Resources: HR manger had to monitor the working of the
employees at the workplace. Performances of employees helps in determining the productivity of
employees as good performances will increase the outputs for Hilton. The activities which are
performed by the employees should be monitored on regular basis is order to achieve growth and
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success of Hilton. The aims and objectives which are designed by hotels should be achieved in
an efficient manner (Batt and Colvin, 2011).
Demand Forecasting: It is the responsibility of HR manager to keep an eye on the
existing staff so that it helps in identification of the vacant post which can be filled by the
personnel at Hilton. The higher authorities had to build a plan that will help in accessing the
present and future human requirements. Thus demand forecasting in analysed in human resource
plan.
Supply Forecasting: Supply should be analysed so that demand can be fulfilled at
Hilton. It helps in estimation of the available human resources which are precede after demand
forecasting. HR manger should consider internal and external supply factors which are helpful in
supply forecasting. The cited organisation thus plan recruitment and selection process for
fulfilling the vacant post.
Matching demand and supply: This helps in forecasting future demand and supply to
meet the necessity of human resource at Hilton. Matching demand and supply helps in attaining
the stage of equilibrium where the demand and supply factor will be equal. This also helps in
solving the problems that are related with over staffing and thus company can plan to reduce
existing employees at Hilton (Bloom and Van Reenen, 2011).
Action plans: This is the final stage of planning and it is related with the surplus and
shortage of HR at Hilton. All the major activities are involved like recruitment, selection and
training and development of the employees. Performances of HR are regulated so as to check the
effectiveness of planning by HR members. The plans which are made should be updated
according to the changes in the environment factors.
C) Current state of employment relations
Hotel industry are labour intense industries and thus they are affected by the behaviour of
the employees who are working at Hilton. The working plans and procedures are designed
differently for this industry according to the work plans. The volumes of the employees who are
working in this sector affecting the internal and external work relations in particular industry.
The cultural aspects from where the employees are recruited also plays an important role in hotel
industry. Hospitality industry is also one of the fastest growing industry in the economy. The
main aim of hotel industry is to provide good quality of services to customers so that they feel
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comfortable and satisfied (Buller and McEvoy, 2012). Marketing is also an important aspect as it
helps in maintaining brand image of products which are offered by Hilton. It is the
responsibilities of the manager to ensure that the rules and regulations are strictly followed in the
organisation as laid down by UK and European union.
D) Impact of employment law on HRM
In UK legislations and government are framed on different laws to improve kinship
between workers in service sector industries. In this context several laws are made by the
government. The different laws can be explained as:
Employment relation act: This act was enacted in 2004 to implement the changes in
statutory procedures for the employees and establishment of good relationship between the
employers and the employees of the organisation. Good relationship help in achievement of the
goals of organisation. As an HR trainee it is the responsibility of her to know about the basic
provisions of the act such as simplifications of legal requirements in the organisation, controlling
ability of the unions operating at Hilton and extension of the employees from the workplace.
Equality act: This act was enacted in 2010 so as to remove discrimination from the
workplace and provide equal work opportunities to all. There should be no gender inequality
between males and females, income and country component. To reduce conflict and issues in the
organisation and grasp the opportunities of business. It is necessary for the mangers of Hilton
hotel to follow the recruitment and selection process. The pay grades to the employees should be
given according to their work performance so that equality can be maintained at the work place.
Equality at work place reduces level of conflict among the employees and thus work in
cooperation with each other in the organisation (Boxall and Purcell, 2011).
Example: Enterprises offers various services to customers like room services, fitness
rooms and exchange of various foreign currencies.
Employment right act: This act was laid down in 1996. The main objective of enacting
this act was to overcome the problems that were faced by human at the work place. Unfair
practices at work place, difference in pay levels for same position, dismissal of employees
without any prior notice, unequal rights to employees at work all these are hampers the rights of
individuals. By keeping the law under consideration HR department can solve the problems and
the job related issues that are arising at Hilton hotel.
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TASK B
A) Job description and personal specifications
Job descriptions are defined as the detail study about the roles and responsibilities of an
individual according to the work that is assigned to them (Alfes and et. al., 2013). The
specifications of the job are related with the personal capabilities and qualities of individuals to
perform the specific task. These descriptions plans helps in determining the responsibilities and
the work capabilities that re assigned to individuals and thus their efficiency can be easily
achieved. There are various factors that are related with individuals markets, laws related with
employment and specifications of the persons can influence the selection and recruitment plans
and process of the organisation.
Example: Laws that are related to employment helps in providing equal work
opportunities to all so that inequality can be removed from the work place. Equal work should be
provided to the employees according to their skills and capabilities as it leads to undiscriminating
at work places. Changes which are occurring at the market places also affects the plans and
procedures that are laid down for recruitment and selection process (Campbell and Kryscynski,
2012).
B) Selection process of different service industries
The selection and recruitment process are designed differently for different industries.
Factors that are related with conditions of labour market, changes in economy, technology and
social influences which influences the methods which are adopted by service sector companies.
In service industries like hotel different plans and procedures are performed which
includes receiving of applicants,pre screening of applications, application black, scheduling the
time and place of interview and the process that are related with paper works. Selections are
done on the basis of the skills and capabilities of persons and the education level of the person
according to which he is capable of performing his duty.
Example: Hilton and Marriott hotel follow the plans for the recruitment process in which
they notice about the fluency of persons to speak in English, communications, interpersonal
skills of the persons and the ability of the persons to handle the decision making process.
On the other side in restaurant industry employees are selection and recruitment process
is done on the basis of interviews conducted through cell phones and face to face interaction
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between the employer and the candidates. External recruitment process are applied so as to
choose the candidates who have extra knowledge and skills and thus their results are outstanding.
There can be differences in recruitment and selection process on the basis of job
description plans, plans that are related with personal specifications and difference in recruitment
methods that are adopted by the organisations (Choi, 2011).
The laws that are related with legislations and employability can be different for different
countries and thus it can create problems for the organisation in choosing the best talents among
the employees. The areas or departments that are related with manufacturing sectors, labours are
recruited and selected on the basis of their capabilities and fitness related to their body parts. The
HR depart of manufacturing sector not emphasis on skills, education level and qualifications of
employees.
C) Contributions of training and development activities
To perform the operations of hotels which are related with service industry there is need
to perform effective training and development needs for the employees. Training and
development activities can be effective if the HR manager establishes adequate links between
training and induction programmes which are organised to make the employees familiar with the
work environment. If the desired link is not achieved than the employer will not be able to
provide effective training to their employees and enhance their mind and skills.
There are many reasons why the employer should provide training to employees which
are described as:
Role and need for training There are various reasons for which training have to be
provided to staff members (Guest, 2011).
New hire orientation: Training and development activities are organised for the
employee who are new or those who have recently joined at Hilton. These programmes helps in
making the employees familiar with the work environment and the rules and regulations that are
to be followed at the work place. It helps in increasing the knowledge and skills set of employees
as they get practical knowledge about the work. These activities also helps in removing the
shortcomings that are faced by employees and increase their cooperation in the success of the
endeavour.
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Improvement of performances: Employees performances can be increased which helps
in achieving desired outputs if the employer monitor the performances of the employees on a
regular basis. This helps in determining the shortfalls that act as obstacles in achieving the
desired objectives ( Choi, 2011). With the help of training activities this can be achieved as the
training will be provided to the employees according to their skills and knowledge. By providing
training the employer will increase his desired level of profit and thus helps in increasing quality
of services.
Increase in performances of employees will achieve growth and success for Hilton hotel as they
will be able to have brand name according to the products they are offering to the customers and
this will help in establishing loyal customers.
Employee satisfaction: If the HR department interact with the employees and listen to
their problems carefully this will help in satisfying the staff members at Hilton. Interaction with
the employees encourages the employees as they feel that organisation is responsible for them
and thus they feel satisfied in the type of work that has been allotted to them.
Example: If the HR department interact with the staff than the managers at Hilton will be
able to know the reasons of the problems and thus they will be able to solve then in an effective
way. If the problems of the employees are solved at the desired time than they will be motivated
to perform their duties beast and achieve desired outputs for Hilton.
Self driven results in higher productivity: If adequate training is provided by
supervisors and trainers than the employees will complete their task by themselves without any
assistance. Learning environment will be created in the organisation that will help in enhancing
knowledge and productivity of employees. If the skills and communication level is improved
than the employer will be able to raise the productivity and achieve better performances in
comparison to competitors (Guest, 2011).
Training versus development
Training Development
The main aim is development of skills and
knowledge of employees according to the job
specifications.
It is an activity that is related with individual
development and gives opportunities to firm to
develop approaches which are related with
strategic planning.
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Example: The manager of the firm give the
training to the employees for improving their
skills and knowledge.
Example: The top management of the Hilton
focuses on self management process for self
direct the employee or their own self for the
future activity.
Training and development activities:
Human resource department use various strategy for different level in the hotel for
providing training to their employees. The organisation conduct case study, computer base
training, work shop and team building exercise for developing knowledge of the workers for
performing particular task. At the middle level the manager of Hilton hotel adopt lectures,
audio- visual training, rotation approaches etc. for making employees performance more
effective. The firm provide training through orientation, lectures, computer based training. These
all are very common and effective methods of improving the employees skills. The manager try
to make environment more familiar for the new employee, so that they can put their full
knowledge in performing a task (Hendry, 2012).
Impact of training :
There are various impact of training in an organisation which are as follows:
 Training and development session influence the employees performance in order
to achieving organisational goals and objectives.
 The Hilton hotel measure the effectiveness of training and development activity
for evaluating the knowledge, skills and ability of the person.
 Trained employees are taking part in decision making process of the hotel.
 Manpower of individual at different level helpful in growth and success of the
firm.
Training barriers:
The Hilton hotel provide training and development session for overcoming the issues
which are influence the growth and success of the firm. Some barriers such as lack of
knowledge, skills, initiatives, conflicts, lack of leadership are arises without T& D activities.
Through this session the human resource manager at Hilton hotel is able to provide best and
quality service to their businesses and customers within selected time (Messersmith and et. al.,
2011).
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M1:Identifying strategies to find appropriate solutions
There are various strategies that one can apply to transform employee relations and these
are as follows-:
Giving incentives -In a firm,providing only a pay check is not enough to encourage them for
work hard. So interesting incentive plans should be provided to boost them in their job.
Planning the meetings-The staff meeting should be well planned in advance as no one prefer to
join a meeting that appears like waste of time(Hendry, 2012).
Career development-Every employee in the workplace wants to improve themselves. So
managers have to work with employees for setting the goals up for their development.
Asking for input-One of the problems of employees is that higher authority do not care much
about what the employees thinks. So management should pay attention to improve ideas and
concerns of employees.
M2:Selecting and applying appropriate techniques
The study and knowledge of human relations can be of great benefit in the hotels and
may result in achieving business success. The improved our human relations,the more likely we
will enhance in both professionally and personally.
Certain techniques can be applied to enhance the human relation in the work environment
Work division-The work must be separated in the most proper way. In hotels,the focus is on a
particular job for teams or individuals to be important for success(Guest, 2011).
Authority-They have the right to provide orders and accountability on those orders. Many
industries believe that by providing orders and expecting them to complete,the authorized person
is responsible for making sure that the tasks are fulfilled.
Equity-The employees in the workplace should all be treated properly.
Unity of direction-Each and every person in the organization must move towards a common and
should make plans to achieve the goal.
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M3:Present and communicate appropriate findings.
The job description and person specification allow us to think about what exactly skills
and knowledge are needed for the particular role and person type one required for the team. The
recruitment consultant which in brief will encourage them to work more efficiently and fast to
get the better candidate.
Specifications provide individuals with better idea of exactly what the company is looking for.
They also assist to manage the needs of new employees and to deflect the conditions where they
feel they have been left out. One can use specifications as things to do for examining CVs and
interviews,that will save time. These are also useful even after the vacancy is occupied,as they
guide new recruit's performance . The specification are important as they give the
technical,organisational,communicative skills and power that one expect from the appointing
candidate. The job specification specifies job location,the position of the job and the duties and
tasks of the employee(Choi, 2011).
D1:Use critical reflection to evaluate own work and justify valid conclusions
As HR provide functions that can be utilized for managing the wants of the organization
and also will increase employees performance. I have found that HRM focuses on both
employees and employment in the organization by identifying the requirement of persons that
will be required to perform tasks at organizations. It is also important to give training to the
workers as it will enhance their knowledge related to work. I have also found that in an
organization developing effective relationships are also important and can be beneficial for the
growth of the company. Planning is very much important in HRM as it will help to achieve the
competitive advantage. If the HRM is not planned then many problems that they may face like
employees within the organization would not be able to understand the plans.
D2:Take Responsibility for managing and organising activities
HR plans are of great help as it allow to identify both present and future requirement. I
have come across various steps that are needed for HR planning. Classification of HR display
employees at workplace. The employees performance helps to determine productivity of workers
that will benefit the outputs of organization. Demand forecasting it helps to identify that empty
post which can be filled by other person. One should not focus on past grievances or on
repetition they must embrace those activities which can improve the present and future of the
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organization. The HRM plans the number of employees needed to fulfil the goals. Research can
be conducted to accomplish this. Then tasks are given among members and relationships are
identified. The employees are directed to their goal so that they can contribute maximum to the
organization. Once all these steps are followed then the performance is checked ,verified
according to the plans.
D3:Demonstrate convergent / lateral / creative thinking
HRM plays a very important role in an organization. It provides recruitment by
appointing new employees that are suitable for the job,employees are hired if they are deserving
for the particular job. Training and development are being provided to both existing and new
employees in order to improve their skills and knowledge. The welfare of employees will also
increase company's productivity. Rewards and appraisal should be provided to employees as this
will encourage them to work more hard and improve the organization profit. The management
should provide healthy human relations so as to extract the best from each individuals(Batt and
Colvin, 2011). Each and every individuals should be given some responsibilities and they must
be willing to accept challenges at every step. The HRM also administration wage and salary that
will determine what salary has to be provided to the employees for different jobs. The HRM also
performs various advisory functions where they offer advise on issues related to HR of the
company. They can give advice to top management on examining and formulation of
programs,policies and procedures. They can also give advise to departmental heads on issues of
manpower planning,job design and training etc.
CONCLUSION
From the above report it can be concluded that training and development are essential
activities which helps in increasing the knowledge of the employees. They also helps in
satisfaction of the employees at Hilton as there issues are resolved. The different act which are
enacted by legislation helps in determining the rights of individual at works so that they does not
face any difficulty. Training methods also enhances skill of employees. If the issues are resolved
than Hilton will be able to attain its desired goals and objectives in an efficient manner.
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Human Resource Management. 2017. [Online]. Available
through:<http://www.whatishumanresource.com/human-resource-management>. [Accessed
on 12 June 2017].
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