Human Resource Management for Service Industries: A Hilton Case Study

This report provides a comprehensive overview of Human Resource Management (HRM) within the service industry, using the Hilton Hotel as a case study. It delves into the core functions of HRM, including recruitment and selection processes, employee training and development, and the importance of fostering positive employee relations. The report examines the different types of capital within HRM, such as intellectual, social, and emotional capital, and how these contribute to organizational goals. It also explores the development of human resource plans, focusing on forecasting employee demand and supply. Furthermore, the report analyzes the significance of employee relations, including negotiation, worker participation in decision-making, and conflict management. It highlights the impact of employment laws, such as the Equality Act 2010, National Minimum Wage Act 1998, and Health and Safety Act 1974, on HRM practices. The report concludes by examining job descriptions, person specifications, and the processes involved in advertising vacant positions and selecting suitable candidates, with a focus on a receptionist role within the Hilton Hotel. This report is a great example of how HRM is applied in the service industry.

Human Resource Management For
Service Industries
1

TABLE OF CONTENTS
INTRODUCTION ...............................................................................................................................3
TASK 1.................................................................................................................................................3
1.1....................................................................................................................................................3
1.2....................................................................................................................................................4
TASK 2.................................................................................................................................................5
2.1....................................................................................................................................................5
2.2....................................................................................................................................................6
TASK 3.................................................................................................................................................7
3.1....................................................................................................................................................7
3.2....................................................................................................................................................8
TASK 4.................................................................................................................................................9
4.1....................................................................................................................................................9
CONCLUSION ...................................................................................................................................9
REFERENCES...................................................................................................................................10
2

INTRODUCTION
Human resource management is the crucial part of every industry like service, hospitality etc
wherein company provides the training and development to their employees for improving the
performance at the work place. In this report, different role and purpose of the HRM which is
followed by the manager for attaining the goals and objectives of the firm. Manager conducts the
recruitment and selection process for fulfilling the vacant post and appoints the new employees as
per their qualification and knowledge. Under this, report, there are various aspects of the human
resource management will be studied in the context Hilton hotel. The present report covers,
different types of training which is used by the manager for maintaining the work quality and
performance of the employees. Organization follows rules and regulatory framework related to the
employment for maintaining the relation with the human resource and work environment.
TASK 1
1.1
Human resources management (HRM) is classified into three categories such as intellectual,
social, emotional capital. Intellectual capital focuses on the employees skills, knowledge and
learning capacity (Armstrong and Taylor, 2014). On the other hand social capital develops the
network of the relationship between employees and community. Emotional capital focuses on the
human resource self confidence and risk bearing and handling ability at the work place. In order to
different role and purpose of the human resource management under which manager appoints the
new employees in different department in the Hilton hotel. In this way, newly employees works for
attaining the goals and objectives of the business and perform in well manner. It helps executives to
easily manage their day to day work of the firm and managing the workforce as well. The main
purpose of HRM under which provide the training and development to the employees. It helps
workers to enhancing the performance and improving the knowledge and skills which is required at
the work place. In this context, skilled employees gives the best services to their customers and
clients and perform in appropriate manner. It affects performance of the organization because
clients are satisfied his services is provided by the employees on time. It assists company to
increases the market share in the market and maintains the overall productivity. Moreover, manager
monitoring the performance of the employees at the work place accordingly decides the pay
structure (Christodoulou, 2015). With the help of performance appraisal, executive identify the
weakness and strength of the workers as per this they allot the work. It helps employees to generates
the interest towards the task and work in efficiently and effectively on time to time. Accordingly, it
3

also helps manager to easily manage work based activities and maintain the work environment at
the work place. On the other hand, HRM plays important role in the Hilton hotel. In this way,
company follows human resource policy which includes the rules and regulation for the workers. It
helps workers to focuses on their work and easily attain the goals and objectives of the firm. It helps
manager to fulfils the demand of the customers and clients which helps to maintains the brand
image in the market. In this way, the human resource plays as a functional role in the firm which
includes the sales, quality, control and various department (Guest, 2011). Every department have the
team of workers who meet the demand of the company accordingly they accomplish the need of the
firm. Henceforth , all these propose and role of the HRM which is followed by the company for
managing the work and employees achieve the goals, objectives.
1.2
In order to develop the human resource plan which is followed by the manager of the Hilton
hotel and they identify the demand and supply of the employees at the work place. These plan is
described as below:
Objectives- Manager identify the total number of employees working in the organization under
which if deficit the number of workers in the department. In this way, they set the objectives for
hiring the human resource in the every department like financial, marketing and operation level of
department in the organization (Hendry, 2012). As per this, manager fulfils the vacant post in the
firm under which they follows various activities for fulfilling the employees at the work place.
Activities and time scale- There are various activities which is followed by the manager under
which they advertise the vacant post and conducts the recruitment and selection process. It helps
manager to appoints the right workers as per their knowledge and skills. This activities complete in
within 2 weeks In this way, the newly employees works in effective manner and attain the goals and
objectives of the firm.
In above mentioned human resource plan is based on the analysing the demand and supply
of the employees in the organization. In this way, it is necessary to analysing the total number of
works at the work place and requirements of the employees in the firm. As per this, manager
forecasting the demand and supply under which the workers required at the different position to
their job profile (Rehman, 2014). The measured done by the available internal and external sources
in the organization accordingly they fulfils. Furthermore, supply provides the deficit and surplus of
the workers under which deficits represents the total number of the employees are employed.
Surplus shown that employees terminate the contract of employment. Apart from this, company also
provided the training and development to their existing employees which creates the interest
4

towards the work. By using training, employees enhance their performance and improves the
knowledge, skills which is required by the firm. As result, they perform in well manner and able to
accomplishing the demand of the clients and customers. Henceforth, lastly manager implements the
develop plan at the work place which helps to manage their day to day work and meet the demand
of the clients (Jiang, Lepak and Winkler, 2012).
TASK 2
2.1
Employees relation plays important role in the organization under which manager of the
Hilton hotel maintains the good relation with the workers. In this way, healthy relation between
company and human resource creates the positive work environment at the work place. It helps
employees to focuses on their work and meet the deadline of the clients and firm (Kehoe and
Wright, 2013). There are various key points of maintaining the relation between employer and
employee which is followed by the manager that are explained below:
Negotiation- Manager adopts the negotiation strategy under which they negotiate with the
employees regarding salary, wages , flexible working hours and safety arrangements. It helps
manager to reduces the conflicts among the members which maintains the good relation with them.
It helps workers to increases the motivation level towards the task and perform in well manner. It
affects performance of the corporation because motivated employees gives the best services to the
customer which creates the satisfaction of the clients towards the his services (Knowles, Holton III
and Swanson, 2014). Moreover, it assists to company to increases the market share in hospitality
industry and maximizing the profit.
Workers participation in decision making process- Company maintains the relation with the
employees with the helps of participating of the workers. In this way, manager takes the decision
with the help of all employees under which they gives the innovative ideas and suggestion. It helps
manager to takes the effective decision making process and workers highly motivated towards the
task. It affects performance of the human resource because they contributing in the decision making
process which creates the satisfaction towards the job. Furthermore, employees are able to meet the
deadline of the clients and accomplish the goals and objectives of the firm (Noe, Mullen and
Wanek, 2014). Henceforth, participating of the workers in decision making process creates the good
relation between employees and organization.
Conflicts management- Manager identify the reason behind the conflicts among the employees at
the work place. Accordingly, they find out the alternative ways for solving the disputes. It creates
the healthy environment and improves the work quality of the workers. Furthermore, manager uses
5

the negotiation, rewards system for reducing the issues of the employees and maintains the relation
with the them.
Rewards system- Manager knows the ability of the employees towards the work under which they
uses the rewards system for maintaining the relation with the workers (Khan, 2010). In this way,
manager provides the rewards to the human resource as per their performance which includes the
promotional activities and incentives. It helps workers to perform in well manner and gives the best
result to their customers.
2.2
Organization follows rules and regulatory framework related to the employment law which
help to maintain the better relation with the employees. In this way, some laws affects the
management of the human resource for the Hilton hotel that laws are described as below:
Equality act 2010- This act is formulated by the UK government under which company cannot
discriminate the employees on the bases of age , gender, disability and religion etc. According to
this act, organization treat the employees are equally ad gives the equal opportunity to their workers
which includes the salary, wages and promotional opportunity. Furthermore, it helps human
resource to generates the interest level towards the task which creates the satisfaction towards the
job. It positively affects performance of the employees and they are able to handling the any type of
projects which is given by the clients (Kim, Kondo and Kim, 2013). It helps manager to reducing
the conflicts among the employees and maintains the flow of smooth operation of the organization.
National minimum wage rate Act 1998- According to this act an employee should get minimum
wage per hour. The minimum wage rates for adults in UK are £7.20. Hilton fulfils the minimum
wage rate act. Furthermore, it positively affects the performance of the employees and human
resource management under which they gives the best services to their customers and maintains the
brand image in UK market.
Health and safety act 1974- Hilton hotel follows this act for maintaining the employee relation and
work environment at the work place. In this way, company provides the facility like monthly
medical check-up to their employees which helps to focuses on their work. Manager also inform the
the information about the danger place in hotel premises which helps to employee feel safe and
secure at the work place (Scott and Davis, 2015). It positively affects the management of the human
resource for the Hilton hotel under which manager easily manage their day to day work of the
organization and meet the demand of the customers. Henceforth, company attains the work quality
of the employees and work environment because they follows this act.
All these employment law follows by the company for maintaining the good relation with their
6

workforce and work environment (Pawson, 2011). It helps employees gives the best amount of
work and perform in well manner. Moreover, corporation increases the highly revenue and market
share in the service industry.
TASK 3
3.1
Manager of the Hilton hotel advertises the vacant post in the market under which they
prepare the job description and person specification. In this way, organization provides the job
description which helps hiring the potential candidates as per their knowledge and skills which is
required for vacant post at the work place. There are various jobs are played by the employee in the
organization and they creates the goals and objectives accordingly accomplish their targets.
Furthermore, manager of the company maintain the document of the person specification which
includes knowledge, qualification, skills, experience and individual attitudes towards the work.
Manager prepare the job description of the Hilton hotel like receptionist that arfe given below:
Organization- Hilton hotel
Job Title- Receptionist
Job Summery
The receptionist in the hotel service to clear vision with the hotel work and information
about the handling the any query of the customers and management and handle the all
management of the organization (Renwick, Redman and Maguire,2013).
Key Responsibilities
Solving the all issues of the customers
Handle the any situation occurs in the organization
Handling all documents
Reporting Relationship
The receptionist report to the HR manager of the Hilton hotel
Personal Profile
Candidates should be 21 above
Post graduation in any stream is required
Applicant sold able to handle the any situation and effectively communicate with others.
Person have 2 months training certified in the specific filed.
Dimensions
7

Where- Human resource department
How- Interviewing task and technical round
Approved by the Senior Manager of the company
Person Specification
 Relevant management experience
 effective communication skills
 Handling the query of the management and customers
 Fluency in English
The job description is provided by the manager of the company for fulling the vacant post in the
organization (Camelo-Ordaz and et.al, 2011). In this way, it helps candidates for applying the
specific job in the firm which includes the knowledge, qualification. Accordingly, candidate match
the vacant profile under which they can contact the company.
3.2
In order to accomplish the need of the human resource in the Hilton hotel under which
manager conducts the effective recruitment and selection process. In this way, executive identify the
potential candidates and appoints the right person in the firm which required to follows the
recruitment and selection process. The process of Hilton hotel and Marriott hotel are different that
are described as below:
The recruitment and selection process of Hilton hotel
Step 1- Manager takes the interviews for the candidates which includes some question related to the
filed about him. In this way, this helps manager to identify the potential candidates who is actual
interest for the job and get the idea how to candidates behaviour is likely to influence the future
performance.
Stage 2- Executives identify the skills knowledge and qualification of the candidates related to the
field. There after candidate pass in technical round so that they are eligible for the third round.
Stage 3- After completing the second of the candidate as per this manager take the aptitude test of
the candidates (Buller and McEvoy, 2012). They examine the eye que level of the applicants which
includes the maths, reasoning and English related question which is prepared by the manager. As
per this round, they have idea koening about the applicant knowledge , skills efficiency towards the
task.
Stage 4- All these process is conducted by the manager and appoints the new employee in the
company which helps to attain the goals and objectives (Khan, 2010).
8

The recruitment and selection process of Marriott hotel
Step 1- Manager provides the proper job description related to the vacant post in the firm. In this
way, interested candidates can contact to the manager under which executive shortlisted the
candidates as per the curriculum vitae (CV) on bases of job profile.
Step 2- Manager takes the interview of the candidates under which they ask some question related
to the mentioned CV. Executive get the idea about the knowledge, skills, ability of the candidate .
Stage 3 – Accordingly second stage, candidate eligible for the vacant position in the organization
(Chand, 2016). There after, they takes the personal interview of the applicant under which manager
ask some question related to the general knowledge.
Stage 4- Applicant pass in all these round which is taken by the manager, There after, manager
provides the medical check-up of the candidates as per this all are match of the vacant post.
Accordingly, manager appoints the skilled employees in the firm which helps to deliver the best
services to their customers.
TASK 4
4.1
Coverd in PPT
CONCLUSION
Summing up the whole report, it can be concluded that, there are different role and purpose
of the human resource management which is followed by the company for fulling the requirement
at the work place. Employees attain the goals and objectives of the firm. Manager also identify the
demand and supply of the workers accordingly they develops the plan for fulfilling the human
resource in the organization. There are different rules and regulatory frameworks which is related to
the employment law which is followed by the company for maintaining the work environment.
Manager maintains the good relation with the existing employees under which uses the negotiation
strategy and rewards system. They also prepare the job description for fulling the vacant post and
provide the training and development to their employees.
9

REFERENCES
Books and Journals
Armstrong, M. and Taylor, S., 2014. Armstrong's handbook of human resource management
practice. Kogan Page Publishers.
Buller, P.F. and McEvoy, G.M., 2012. Strategy, human resource management and performance:
Sharpening line of sight. Human resource management review. 22(1). pp. 43-56.
Camelo-Ordaz, C. and et.al., 2011. The influence of human resource management on knowledge
sharing and innovation in Spain: the mediating role of affective commitment. The
International Journal of Human Resource Management. 22(07). pp. 1442-1463.
Christodoulou, P., 2015. The contribution of staff training and development in the improvement of
the efficiency and effectiveness of the organization (Doctoral dissertation, Business
Administration Program, School of Economic Sciences and Business, Neapolis University
Pafos).
Guest, D. E., 2011. Human resource management and performance: still searching for some
answers. Human Resource Management Journal. 21(1). pp. 3-13.
Hendry, C., 2012. Human resource management. Routledge.
Jiang, K., Lepak, D. P. and Winkler, A. L., 2012. Clarifying the construct of human resource
systems: Relating human resource management to employee performance. Human
Resource Management Review. 22(2). pp.73-85.
Kehoe, R. R. and Wright, P. M., 2013. The impact of high-performance human resource practices on
employees’ attitudes and behaviors. Journal of management. 39(2). pp.366-391.
Khan, M. A., 2010. Effects of human resource management practices on organizational
performance–an empirical study of oil and gas industry in Pakistan. European journal of
economics, Finance and administrative sciences. 24. pp.157-175.
Kim, T. Y., Kondo, M. and Kim, T. H., 2013. Conflict management styles: the differences among the
Chinese, Japanese, and Koreans. International Journal of Conflict Management. 18(1). Pp.
23-41.
Knowles, M. S., Holton III, E. F. and Swanson, R. A., 2014. The adult learner: The definitive
classic in adult education and human resource development. Routledge.
Noe, R. A., Mullen, E.J. and Wanek, J. E., 2014. Employee Development: Issues in Construct
Definition and Investigation ofAntecedents. Improving Training Effectiveness in
WorkOrganizations, ed. JK Ford, SWJ Kozlowski, K. Kraiger, E. Salas, and MS Teachout
(Mahwah, NJ: Lawrence Erlbaum, 1997). pp.153-189.
10

Pawson, R., 2011. A new workforce in the making?: A case study of strategic human resource
management in a whole-system change effort in healthcare. Journal of Health Organization
and Management. 25(1). pp. 55–72.
Rehman, A., 2014. Role of Training and Development in an Organization. Available at SSRN
2480345.
Renwick, D. W., Redman, T. and Maguire, S., 2013. Green human resource management: A review
and research agenda. International Journal of Management Reviews. 15(1). pp. 1-14.
Scott, W. R. and Davis, G. F., 2015. Organizations and organizing: Rational, natural and open
systems perspectives. Routledge.
Online
Chand, S., 2016. Steps in Human Resource Planning (explained with diagram). [Online]: Available
through: <http://www.yourarticlelibrary.com/human-resources/steps-in-human-resource-
planning-explained-with-diagram/32358/>. [Accessed on 14th November, 2016].
11