Human Resource Management in the Service Industry: Hilton Hotel Report

This report provides a comprehensive analysis of human resource management (HRM) practices within the context of Hilton Hotel, particularly focusing on its Stratford City expansion. The report begins with an introduction that defines HRM and outlines its significance in the service industry, specifically for Hilton. It then delves into the role and purpose of HRM, including recruitment, training and development, and employee relations. The report also examines the importance of health and safety. Furthermore, the report analyzes the current state of employment relations in the hotel industry, the impact of employment law on HRM, and details job descriptions and selection processes, including comparing different selection processes. It concludes by assessing the contribution of training and development activities to the hotel's success. The report highlights the importance of HRM in attracting, retaining, and developing a skilled workforce to ensure customer satisfaction and achieve organizational goals. The report also emphasizes the importance of employee motivation, and a healthy work environment.

Human Resource
Management for service
industry

Table of Contents
INTRODUCTION...........................................................................................................................1
1.1 Role and purpose of human resource management in reference to Hilton Hotel Stratford. .1
1.2 Human resource plan based on supply and demand analysis...............................................3
TASK 2............................................................................................................................................4
2.1 Current state of employment relations for the Hotel industry...............................................4
2.2 Effect of employment law on management of human resources for Hilton Hotel...............6
TASK 3............................................................................................................................................7
3.1 Job description and personal specification at Hilton hotel for the post of receptionist........7
3.2 Comparing various different selection processes of different service industries business...9
TASK 4..........................................................................................................................................10
4.1 Contribution of training and development for Hilton hotel at Stratford City.....................10
CONCLUSION..............................................................................................................................11
REFERENCES..............................................................................................................................12

INTRODUCTION
Human resource management can be determined as a process in which management
make sure that they guide and control employees. There are many case in which employees face
many issues related to the work which is provided to them. They are the face of organization as
they have direct interaction with customers. In this context, HRM includes major three areas and
they are designing work, employees compensation and staffing (Mathis and et.al., 2016). Present
report is about Hilton which is will known service industry around the world. In the present
scenario, Hilton hotel plans to expand its business. In this context, it includes role and purpose of
human resource management with reference to Hilton Hotel Stratford (Brunckhorst., 2013).
Further, it covers, the employment law which affects the management of human resource for the
Hilton hotel. Moreover, it covers the selection process of the cited service industry. Lastly, it also
includes contribution of training and development activities for effective operation of Hilton
Hotel Stratford.
1.1 Role and purpose of human resource management in reference to Hilton Hotel Stratford
Main role of HR manager is to control and guide the employees with the organization. In
this context, there are many HRM functions which ha to be played effectively so that
performance can be improved. As per the case, Hilton hotel have decided to start up 50 rooms at
Stratford City (Hilton Warwick / Stratford-upon-Avon. 2016). In order to develop new business
operation it is important for the organization to plan for employees who will be able to make
support the firm in achieving their goals and objectives. For each and every vacant post, it is
important for HR manager to have proper recruitment and selection process so that they will be
able to hire people who are skilled and knowledgable. In accordance with the case, following are
the requirement in order to start up new business:
Table 1: Vacant post new business operation
Vacant services Employees required
Guard 2
Barber shop 2
Room services 5
Gift shop 2
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Fitness trainers 2
Laundry services 5
Multilingual staff 2
Baggage stores 2
Saloon 2
Concierge Desk 2
Total 26
Recruitment: It is the most important role which HR manager has to play. As per the
case, it is important for the organization to find out 26 people who will be able to support the
firm to achieve their organizational goals and objectives. Firm should have a systematic process
related to recruitment and selection so that skilful and knowledgable employees can be
identified. It is essential to provide customers will proper services so that they will be able to
satisfy them (When new supply can boost demand.2016). This will be helpful in develop positive
perception among customers mind. In this context, group discussions, personal interviews should
be taken place so that they get energetic and motivated employees.
Training and development: When new employees are hired, then there are many cases in
which they fail to put on their full efforts in performing their roles and responsibilities. In this
context, it is important for the firm to provide their employees with training so that they will be
able to perform their job effectively and efficiently (Hendry., 2012). With the help of training
and development, organization will be able to identify the areas in which they need
improvement. Accordingly, training will be helpful in improving the performance level and in
motivating employees. However, there are many cases in which organization do not get the
desired result. This is because firm do not identify the areas in which they need improvement and
this is the reason because of which they do not get the determined result (Armstrong and Taylor.,
2014). However, through monitoring the areas in which they lack can be identified and this way
providing them training will enable to improve their performance level.
Safety and health: Within a business, it is essential to make sure that they provide proper
health safety to their customers and employees. In this context, it is essential that they provide
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their employees with healthy environment in which they will be able work effectively. There are
many areas in which they need to have proper care and it includes fire, natural calamity, etc.
Firm needs to make sure that they provide all type of equipments so that employees will be able
to provide improved services to customers (Delahaye., 2015).
1.2 Human resource plan based on supply and demand analysis
In order to expand the business, cited firm requires about 26 employees for each of the
operations. As discussed above, the requirement of employees is 26 however, the candidates who
will apply for it will be more than this. In this context, it is the responsibility of employees that
they make use of strategies so that they will be able to select the best candidate (Ulrich., 2013).
When organization develops plan for business expansion, then they develop goals and objectives.
This enable them to develop path through which they can achieve them. With this respect, there
should be systematic recruitment and selection process so that skilful and knowledgable
employees can be selected. Following are the process which will be followed by Hilton in
selecting candidates:
Advertisement: As per the requirement, organization will display the needs and wants on
newspapers (Riley., 2014). The information will include qualification, job description, etc.
Further, employees requirement will also be displayed on official page of the company. People
will get the information of requirement by Hilton and according to the qualification, people will
apply to it.
Test: The application received will be bifurcated according to the requirement of the
organization. This will be helpful in selecting the candidates who will be suitable for the position
according to their qualification. Then selected candidates will be called in for aptitude test. This
will help in identifying the people who have basic knowledge (Nickson., 2013). Top 50
employees will be selected and the selected candidates will be called on for group discussions.
Group discussion: This is a type of process in which management gets to know the
confidence and knowledge. In this process 6 to 8 candidates are provided with a topic on which
they have to speak or express their views. In this process 35 people will be selected and they will
be called on for next round which will be personal interview (Jiang and et.al., 2012).
Personal interview: In this process the interviewer would aim at identifying skills,
capability, and knowledge. In addition to this, communication skills, confidence level,
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willingness to work, positivity, etc. will be identified by the interviewer. In this context, it is
important that the interviewer have vast experience so that capable candidate can be selected.
Employees are the face of organization and it is important for the firm to select employee who
will be able to support the firm to reach their goals and objectives (Renwick., Redman And
Maguire., 2013). In this context, 26 candidates will be selected who will be able to perform the
vacant post effectively and efficiently.
Training and development: It is important for the organization to provide employees
with proper training so that they will be clarify all the doubts which arise in their mind related to
job which they have to perform. Al the initial level the work given to employees will be high
and it may cause negative impact over work. In this context, training will be helpful and it will
enable to improve their performance level (Kehoe and Wright., 2013).
By following this process firm will be able to identify the people who will be to find out
capable and skilful employees. In addition to this, with the help of training employees will be
able to provide better services to their customers and this will enable to achieve organizational
goals and objectives.
TASK 2
2.1 Current state of employment relations for the Hotel industry
As discussed above, employees are the face of organization as they have direct
interaction with customers. It is important for the firm to make sure that they have healthy
relationship with employees so that they will be able to work effectively. In this context, it is
essential that they have proper interaction with employees (Alfes and et.al., 2013). There are
many cases in which employees fail to perform effectively and this is because of lack in
interaction. Through interaction, workers share the issues and problems which are faced by them.
This will enable to identify the issues or problems and accordingly they can develop proper
strategies which will enable to solved the problem (Jackson., Schuler and Jiang., 2014).
Moreover, worker should be provided with proper tools and equipments so that they will be able
to provide better services to customers. There are different strategies which are adopted by
different firms so that they will be able to develop relationship with their employees. Following
are the employee's relationship at Hilton Hotel:
Employee relation and management: The ultimate aim of any organization is to gain
maximum profit and this is possible only when they satisfy their customers (Buller and McEvoy.,
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2012). In this context, it is important for the firm to understand the needs and requirements of
customers. Accordingly, they should provide their customers with services which will enable to
increase profitability and revenue. With this respect, following are the different areas in which
cited firm focuses so that they will be able to develop healthy relationship:
Health and security: It is important for any organization to look after the surrounding so
that employees feel safe and secure. Employees should feel free to work and a healthy
environment so that they will be able to work effectively and efficiently (Jiang and et.al., 2012).
Further, there are different law which are provided by the government which has to be followed
by the firm.
Monitoring: As discussed above, employees provide their employees with training.
However, there are cases in which worker do not get benefited. Hilton hotel monitor their
employees with the help of which they identify the areas in which they need improvement.
Accordingly, they are provided with training so that they will be able to over come the issues
which are faced by employees (Jiang., Takeuchi and Lepak., 2013).This is very helpful to
improve the efficiency of employees and also enable to enhance their skills and capabilities.
Motivation: Motivation play vital role in improving the performance level and in
improving the relationship with employees. In this context, there are different motivational
theories which can be adopted by the firm so that they will be able to motivate employees. With
this respect, cited firm that is Hilton hotel make use of Maslaw's hierarchy of need (Wu., 2013).
It covers all the essential areas through which employees can be motivated.
Spot activities: These type of activities are conducted so that they will be able to make
strong relation. As spot activities enable to develop interaction with employees and it develops a
friendly environment.
Salary: It is the responsibility of the organization that they provide their employees with
proper salary according to the amount of work they perform (Mathis and et.al., 2016). In this
context, cited firm that is Hilton make sure that they provide workers with proper salary so that
they will be able get motivated and support the firm to achieve their goals and objectives.
Employees union: These are formed by the employees so that they may solve the issues
which is caused by the organization. This is a type of groups which works for the betterment of
the employees (Brunckhorst., 2013). There are many cases in which new rules or regulations are
imposed by the firm. However, employees not get adopted to the changes and in such situation
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employees union will talk with the management make necessary change with the rules and
regulations.
Relationship among employees: There are different people from diverse countries work
together. However, there are issues like colour race, gender, etc. takes place. In this context, it is
important for the organization to make sure that there is not such activities and they have work
effectively.
2.2 Effect of employment law on management of human resources for Hilton Hotel
Government of UK have developed different types of laws which are helpful for the
organization to perform their roles and responsibilities effectively and efficiently. All the law are
to be followed by the firm (Hendry., 2012). Following are few of the law which are helpful to
protect the rights of employees within organization:
Workplace regulation 1992: It is the responsibility of the organization to make sure that
they are provided with an environment in which they feel safe. As per this law, organization
should make sure that they are provided with all the tools and equipments to perform their roles
and responsibilities effectively and to save their health (Armstrong and Taylor., 2014). In this
context, Hilton hotel make sure that they are provided with job security and other related safety
measures so that they can protect their health. In hospitality sector, it is essential that they make
sure to provide cleanliness. In order to protect, there health gloves, tools to cook food, etc.
should be provided so that they will be able to perform their roles and responsibilities effectively
and better and improved services can be provided to their customer's (Delahaye., 2015).
The Equality act 2010: Organizations face different types of issues among which issue
related to discrimination negatively affects the performance of employees. It is concludes race,
sex, religion, culture, etc. When personal interviews are conducted, then it is the responsibility of
interviewer not to discriminate among candidates. Further, all the employees working with the
organization should be provided with equal opportunities. In addition to this, worker should not
be discriminated on the basis of salary (Ulrich., 2013). However, there are many cases in which
employees at same post are not provided with same salary and this is generally happens because
people believe that male employees are more capable them female workers. These type of
activities violate rule and regulation of government of United Kingdom.
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Work time regulation 1998: Hilton hotel should have proper schedule made so that
employees will be able to work. The working hours should be determined and work should be
divided accordingly. Further, employees should be paid according to the amount of work they
do. In this context, it is essential that employees are provided with proper time to have their meal
and proper frequent gap to go to toilet (Riley., 2014). With this respect, employees should be
provided with at least 20 minutes have their food. Otherwise, staff members liable to sue on
organization to take their rights by following rules and regulations of United Kingdom.
Personal protection equipments regulation 1992: As discussed above, there are
employee's should be provided with tools and equipments so that they will be able to provide
better services to customers. Further, employees should be provided with proper training so that
they will be able to make use of the equipments properly and this will also save time (Nickson.,
2013). There are different type of equipments which are provided to employees and there are
many cases in which employees to perform their roles and responsibilities effectively and
efficiently.
TASK 3
3.1 Job description and personal specification at Hilton hotel for the post of receptionist
Following are the job description of which will enable to understand the areas in which
they will be able to make select a person.
Title: Receptionist
Person to report: Line manager/ HR manager
Position summary: Towards the customers and visitors who arrive in Hilton Hotel, receptionist
can support cordial, respectful and punctual. Further, there are different type of tasks which are
provided to them and they have to complete within given time (Jiang and et.al., 2012). In order
to meet the standards of hotel, they have to provide support at administrative and clerical level.
Following are the Personal specification and attributes:
 The candidate should have the ability to communicate with its customers and the other
people who would visit the hotel.
 There are many cases in which employees are provided with many tasks at same time.
With this respect, the candidate should be able to work also under extreme pressure
(Renwick., Redman And Maguire., 2013) .
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 It is important that the employee have a certain level of qualification and it is expected to
have GCSEs (A-C). That also in Mathematics, information technology and grammar.
 There are many employees working within the organization and the candidate should be
able to develop healthy relationship.
 Candidate should be alert, genuine and reliable regarding the sensitivity and cultural
change (Kehoe and Wright., 2013).
 Candidate should have the skills to have proper interaction with customers and should be
able to develop strong relationship with them.
 Should have basic knowledge related to mathematical skills so that calculations can be
performed effectively.
 Candidate should have proper knowledge related to Hotel so that all the doubts can be
clarified of service users (Alfes and et.al., 2013).
 AS discussed above, there are different set of equipments which are provided to
employees so that candidate should have the knowledge to operate the tools provided to
him/her.
 Even in rational day candidate should be willing to work. Skills to manage reception desk, front office in case of emergency (Jackson., Schuler and
Jiang., 2014).
Following are the responsibilities and duties:
 The candidate which is required by Hilton hotel should be able to attracting customers
with the help of packages which are currently provided to customers.
 The candidate should be punctual and should complete the time period which is being
provided.
 Candidate should be able to make proper promotion of all the other departments which
are operated in Hilton. In this context, it includes recreation, centre, gym, spa, etc (Buller
and McEvoy., 2012).
 It is essential to have communication skills so that they will be able to have proper
interaction with customers. The communication shout be in both verbal and written.
 Different business related to meeting, gatherings and conferences should be managed and
organized effectively and efficiently.
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 Sense of safety and security should be provided by the candidate so that employees can
enhance their performance (Jiang and et.al., 2012).
 Accessibility should be ensured of hotel during various festivals and occasions in order to
increase the profitability and revenue.
 All the doubts which arise among customers mind should be conveyed properly.
 After checking the deposits, candidate should be able to confirm reservations made and
rooms which are available (Jiang., Takeuchi and Lepak., 2013).
3.2 Comparing various different selection processes of different service industries business
As per the vacant post within the organization, HR management make job specification
so as to select the best candidate. In the present study different type of procedures which are used
in selection among tow hotels that is Starwoods and Hilton hotel is compared:
Inviting applicants: The following process followed in both the organizations are same.
This is the first step, in which advertisements are provided on newspapers or internet so that they
proper information related to job description is provided to people (Wu., 2013).
Receiving applications: Received applications are analysed so that candidates are
selected according to the qualification of work which is provided by them. All the other
applications will be divided which are not appropriate according to the job specification and the
qualification of candidates.
Examination of application: All the applications which are not suitable according to the
vacant post are then rejected (Mathis and et.al., 2016). This way if the application which is
received is 100 then out of that then 80 applications are selected.
Online test: Starwoods hotel and Hilton hotel take online test are taken so that they will
be able to know the IQ level of candidates. This provides a base for selecting and searching the
knowledge of candidates.
Mental ability test: Psychological test are conducted by both the hotels. This test is very
helpful to identify the skills and qualities which candidates possess. In this context, it includes
intelligence test, ability test and attribute test (Brunckhorst., 2013).
Personal interview: All the candidates who get selected in online and mental test, then
they those candidates are called on for personal interview. HR manager tents to take this type of
interview and he/she focuses on identifying the skills and capabilities of the candidate.
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Reference check: All the candidates who get selected in the personal interview are asked
to provide two references (Hendry, 2012). The management of both hotel check the references
which are provided by the candidates.
Final selection: Under this process employees are provided with the salary package,
joining date, appointment letter, etc. In addition to this, all the norms and policies are provided it
the given form.
Placement: There are different place in which both the organization have their business.
They understand the needs and requirement and accordingly, they are sent to that places.
TASK 4
4.1 Contribution of training and development for Hilton hotel at Stratford City
Training can be determined as a process in which organization aim at improving the skills
and which one needs to improve in performing the roles and responsibilities effectively. On the
other hand, development is an organized activity with the help of which man power in the firm
grow and learns. There are mainly two type of training which are On-the-job training and Off-
the-job training. When employees are trained when they actually perform the job, then it is on
the job training. On the other hand, when employees are provided with theoretical knowledge
regarding their job, then it is Off-the-job training. Main role of training is to enhance the
understanding and knowledge related to the job one performs within the organization. Through
training, firm aims at increasing the employee's performance level.
It is very important for the organizations to provide their employees with proper training
so that they will be able to perform their roles and responsibilities effectively and efficiently.
However, organization should identify the areas in which they lack. In this context, management
should monitor their employee which will help in identifying the areas in which they lack
(Armstrong and Taylor., 2014). With this respect, employees get highly benefited through
training and development programme. Following are the benefits which management gets
through training:
Motivation: When employees are provided with proper training, then they get to clarify
all the doubts which arise in their mind. Further, this enable to motivate them as they understand
their customers and provided them improved services. There around by many factors because of
which employees get demotivated and however, lack of knowledge can be determined as one of
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the main reason through which employees get demotivated (Delahaye., 2015). Training
encourages them and improves their performance level.
Potential: All the employees have certain set of skills and capabilities. In order to
enhance them, training is very helpful as it understands the issues which are faced by employees
and enable to enhance their skills and performance level. Further, it is essential to have certain
set of skills which are required to perform a job and through training employees develops them
(Ulrich., 2013).
Innovation: Employees get free and they work with their full potential with the help of
training. With the help of training workers get to understand their roles and responsibilities more
effectively and efficiency. With this respect, they get to develop innovations which help the firm
positively. This way employees help the organization to achieve their organizational goals and
objectives.
Focus: In order to perform any type of job, it is important for the employees to have
proper focus so that they can work effectively and efficiently (Riley., 2014). Further, it enables
the organization to understand the areas in which they lack and accordingly they work over it in
training so that they will be able to overcome the issues which are faced by them.
Training can be
CONCLUSION
For any organization it is important for the firm to make sure that the employees perform
their roles and responsibilities effectively so that they will be able to provide better services to
customers. In HRM there are different areas in which organization has to focus. In this context,
employees should be able to focus on understanding the needs and requirements of customers
and accordingly, they should perform their job. Management should monitor their employees so
that they get to know the areas in which they need improvement. Accordingly, training and
development should be provided so that they will be able to overcome the issues. In addition to
this, motivation play vital role as it help the employees put on their full efforts in achieving the
goals and objectives of the organization. Organization should also have proper recruitment and
selection process so that they will be able to hire skilful and knowledgable workers.
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When new supply can boost demand.2016. [Online] Available through:
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