Human Resource Management Report: Service Industry Analysis

This report delves into the core aspects of Human Resource Management (HRM) within the context of the service industry, specifically focusing on Hilton Hotels. It commences with an introduction to HRM, emphasizing its role and purpose in managing the workforce, including recruitment, development, and employee retention. The report then explores the significance of HRM in achieving organizational objectives and competitive advantage. Task 1 examines the role and purpose of HRM, including identifying employee requirements, monitoring performance, and evaluating training needs, and the impact of HR planning based on supply and demand. Task 2 assesses employment relations, discussing their impact on Hilton Hotels, and the influence of employment law, including anti-discrimination and equality acts. Task 3 focuses on job descriptions and specifications, comparing selection processes in different service industries. Finally, Task 4 evaluates the contribution of training and development activities to improve skills and knowledge. The report concludes by summarizing the key findings and implications of HRM practices in the hospitality sector.

Human Resource

Contents
INTRODUCTION...........................................................................................................................................3
TASK 1 .........................................................................................................................................................3
1.1Role and Purpose of Human resource management..........................................................................3
1.2 Human resource plan based on supply and demand of resources....................................................4
TASK 2..........................................................................................................................................................5
2.1 State of employment relations in Hilton hotels.................................................................................5
2.2 Effect of Employment law in Human resource management.............................................................6
TASK 3..........................................................................................................................................................7
3.1 Job description and specification.......................................................................................................7
3.2 Comparison of selection process of two service industries...............................................................8
TASK 4........................................................................................................................................................10
4.1 Contribution of training and development activities ......................................................................10
CONCLUSION.............................................................................................................................................11
REFERENCES..............................................................................................................................................12
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INTRODUCTION
Human resource management consider as one of the important process to effectively deal
with workforce within the organization. With the help of this company can easily manage and
control all the activities of employees which contribute in attaining set goals and objectives in
appropriate manner. Along with this, it also supports business organization and employees to
achieve their set target in allotted time frame (Barney, Ketchen Jr and Wright, 2011). Mainly,
this type of aspect includes process of recruitment, development and many more to retain
employees in organization. In hospitality industry, the main aim of HRM is to provide best
service to visitors as per their requirements. Present report is based on Hilton Hotel, which is a
famous service industry provide best quality service to their guest according to their needs. This
report discussed abut role and purpose of human resource management which support employees
to improve their performance. At the last, employment laws also effect on the management in
hospitality sector.
TASK 1
Role and Purpose of Human resource management
Human resource management is effective process which help an organisation to perform their
functions effectively. This is one of the main function which is performed by the HR manager of
an organisation. The different type of functions which are performed by HR department of an
organisation includes Training and development, recruitment of employees, selection etc. The
same has huge importance in Hilton hotel as provides an opportunity to sustain their brand image
in market and grab the future opportunities effectively. There are any other extraordinary
functions which are HR department in management of working conditions and building
effective plans and policies which works as a guiding factor.
In case of Hilton Hotel, aims and objectives are different and required to align their
functions according to them to attain competitive advantage in market (Batt and Colvin, A,
2011). This has an obligation upon the HR manager that they have to take care that all the
activities are done in effective and efficient manner and the available resources are utilised
optimally and timely to accomplish organisational objectives. The different purpose and role of
HRM under Hilton hotel is defined below:
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 To identify employee requirements: One of the utmost duty of HR manager to ascertain
the different needs of organisation so as to recruit the best one through which all the
necessary and important functions of an hotel is done perfectly (Bolman and Deal, 2017).
 Monitoring of employee's performance: This is the main function where employee’s
performance is monitored as they are performing according to standards or not. This will
help to attain overall organisational objectives.
Evaluation of training needs: It is important to identify the training needs of employees as
this will provides an opportunity to improve their skills. This will provide an opportunity to
complete the tasks within stipulated period of time and accomplish organisational objectives
effectively.
Purpose of HRM: The main purpose of HRM is to made an organisation better workplace
which provides an opportunity attain sustainability in their business activities. There are many
purpose of HRM that includes adoption of effective recruitment and selection approaches,
providence of effective training and development programmes which provides an opportunity to
improve the skills and competencies of employees.
1.2 Human resource plan based on supply and demand of resources
HR plan is prepared by the manager of human resource department with the aim of
effective functioning of all the necessary tasks. This plan has huge importance as this will
provide an opportunity to effectively allocate the resources within stipulated period of time for
their optimum utilisation.
In case of Hilton hotel, they also use this type of planning to sustain in market and to
effectively implement the changes which are happen in market. One of the basic cause behind
formulation of such plan by Hilton is about high amount of competition and one of the aspect
that will aid in attaining competitive advantage in market. There are large number of advantages
associated with such type of plans such as effective allocation of available resources along with
their optimum utilisation. There are many aspects which are required to oversee in the process
building effective plan. That can be understood from the points defined below:
Assessing the human resources: First requirement which is required to oversee in the
process of making effective plans is that to analyse the human resource with help of applying
effective HRM practices (Bröckermann, 2012). This will help getting information about
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important factors that have impact upon policies and plans of an organisation. The two different
model which help to understand all scenario termed as PEST and SWOT.
Forecasting of Demand: This will includes about the identification the number of
workers which are present in industry and wants job. This will help an organisations working in
this industry to identify the requirements which are needed to be fulfilled by them.
Forecasting of Supply: This has Huge importance as this will includes assessment of the
amount of resources which are required by Hilton hotel in future. The internal requirement of
resources includes promotion and job rotation. On the other hand, external requirement of
resources includes hiring and selection.
Matching the demand and supply: This will includes about the situation where
comparison is done between the demanded and acquired resources to attain balanced situation.
This will help to get the knowledge about the actual situation that amount of resources are extra
or needed more.
Action plan: This is last stage where deviations are find out. If the number of human
resources are in excess of demand then recruit more in this situation and vice-versa.
TASK 2
2.1 State of employment relations in Hilton hotels
Human resource management in an organization is considered as one of the important
component as they play a crucial role in hiring and recruiting employees who are capable enough
for performing any kind of task. Thus, with the help of HR Department Company can increase its
efficiency and effectiveness. Other than this, department of Human Resource perform different
kinds of activities like providing better training and development programmes in order to
improve skills and knowledge. Therefore, it can be said that Human Resource Department tends
to manage all the actions conducted within the organisation and in return it assist firm in
achieving all its goals and objectives in a speculated time frame (Coff and Kryscynski, 2011). In
addition to this, HR Department assists company in maintaining a better relation amongst
employees because it is very important for the growth of an organisation this not only improve
the performance of the company but also enhance the skills and knowledge of employees. As a
result, a better workforce can improve ability and capacity of doing any kind of work.
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Henceforth, in relation with Hilton Hotel, managers are maintaining a healthy relation
between employees and employer which is furthermore assisting them in providing better
services and facilities to its customers. Managing activities and maintaining good relationship is
not an easy task as it requires certain factors like nature of motivating employees and effective
leadership qualities (Crouch, 2011). Thus, if manager is capable in maintaining these two factors
than effective workplace can be maintained. Apart from this, whatever rules and policies are
made by HR manager, employees and employer should be strictly followed. In relation with
Hilton Hotel maintaining relation is the biggest concern as if employees will be good to clients
than they can be able to attract a large number of customers towards them. Therefore, in order to
do the same it will be important for organisation to consider needs and requirements of workers
so that they can be kept satisfied. As a result, this will gradually increase the efficiency of pulling
attention of large number of clients towards their company. Henceforth, there are some HRM
practices which HR manager of Hilton Hotel can apply within their company in order to
maintain better relations are stated below:
 Company can conduct different kinds of activities including all staff members so that
better relations can be established.
 In order to make any kind of decision company can take viewpoints of staff members so
that while doing the same their thoughts can be considered.
 Furthermore, effective teams can be developed according to the skills and capabilities
because it will assist company in achieving their targets in limited time frame.
Health and safety regulation 1974: The provision of this act governs an obligation upon
the employer that they have to provide the adequate amount of security to their employees while
they are working within an organisation. Otherwise, they have to face the difficult situations and
fine also.
Equal pay Act: This brings an obligation upon the employer that they must have to pay
the equal salary to all the employees and not going to discriminate on the basis of any criterion
such as gender, age, sex and religion.
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2.2 Effect of Employment law in Human resource management
Employment law is play a vital role in establishing as well as implementing effective
activities at workplace. With the assistance of this, company can easily maintain their positive
performance. Mainly, application of employment law are performed by HR manager with the
purpose of keeping ethical and positive work environment in which workers are easily perform
their task and attain set goals in appropriate time frame. In context of Hilton Hotel, HR
department make and prepare effective planning process to their workers so that they can easily
ensure that all the laws and effectively formulated (Crouch, 2011). Thus, there are some
appropriate laws which are implemented by HR manager in Hilton hotel to improve the chances
of attaining success. All these are understood by following points:
 Anti discrimination law: It is one of the important act which related with the employees
right that is important for every company to provide their workers. They easily get
benefit from this act when they feel that they are discriminated within the company
(Fine, 2012). Thus, it is important for Hilton Hotel to apply this act with the aim of
making overall performance more effective. It also contribute in enhancing workers
performance at workplace.
 Equality act: It is one of the effective and legal rights for every employees to get in
business organization to perform their task well. In this employer can not do favouritism
inside the company. In context of Hilton Hotel, various acts are includes such as equal
pay act, Race religion act, Disability discrimination act and many more. By applying this
hotel can easily motivate their workers and improve their performance as well.
 Equal opportunities act: Under this act, it is important for business organization to
provide equal and best opportunities to their workers for attaining future growth. In this
manager take rights from the workers so that workers can easily attain set goals and
objectives.
TASK 3
3.1 Job description and specification
It is important for every business organization to select and recruit skilled and capable
employees to achieve success. In this HR manager play vital role in recruitment and selecting
best candidate for right job in business organization. For starting recruitment and selection
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process, it is important for manager to analyse vacancy so that they can easily prepare job
description and specification as well. This will help in finding best and candidates for the job. In
this context, two types of documents are prepared by the company with the aim of preparing best
job information with all details (Gatewood, Feild and Barrick, 2015). Both are including
appropriate roles and responsibilities that the candidate will have to perform in business
organization these can be understood by following description:
A job description is considered as an important document which consider various details towards
the role and position that offered by the company to the candidates. Mainly, it is prepared by the
HR manager of company after analysing the job and its activities as well.
Job Description
Organization: Hilton Hotel
Division: HR department
Job title: Human resource manager
Job Location: London
Working hour: Maximum 7 hours
Job Summary
Hilton Hotel is one of famous hotel in the world. It is looking for capable and best HR manager
for their organization. In this they required that employee should be skilled and capable so that
He/she can easily manager hotel activities in systematic manner and also attain set goals in
appropriate time frame.
Role
 Recruiting and selecting best staff
 Able to manage entire activities of workers and business as well.
 Have to ensure that all the employees following rules and policies applied by them.
 Training and development program for employees.
 Maintain effective control procedures in organization.
 Give support to staff members as per regular basis.
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Furthermore, Job specification is also considered as an important document which
includes entire details related with candidate education, skills. This will help manager to analyse
best candidate for the job.
Person Specification
Organization: Hilton Hotels
Job title: Human resources manager
Qualification: MBA (Human resource and Marketing)
Essential Criteria:
 Ability to maintain relation with another workers in organization.
 Having good knowledge about tools and technologies used in industry.
 Effectively manage various function in organization.
 Able in managing and handling complex situation in company.
Desirable Criteria:
 Best communication skills
 Minimum 2-year experience in any hotel industry.
3.2 Comparison of selection process of two service industries
Every company establish its business for getting benefits so that furthermore, activities
can be performed in a better manner (Gruman and Saks, 2011). Thus, various firms conduct
recruitment and selection process but what makes the difference is Procedure Company is
following for doing the same therefore, some of the procedure are mentioned below which HR
manager can incorporates while hiring new employees for the company are given below:
 Aptitude test: This test is conducted in to check the mental ability and of a person
whether they are capable enough in performing the work or not. Moreover, this includes
questionnaire, logical reasoning etc., As a result, it will assist firm in evaluating
knowledge and skills acquired by that person therefore, in relation with employees it will
assist them in increasing the level of minds so, that effective strategies cam be made for
the betterment of the company. Therefore, Hilton Hotel has formulated certain questions
on the basis of which skills and knowledge will be evaluated. On the other hand, the basis
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of Aptitude test that can be used by Marriott hotel is to analyse their general knowledge
on the basis of questionnaire.
 Group Discussion: This is considered as the second stage as in this, applicants are
provided with specific topic on which they have to do group discussion. As a result, it
assist managers in checking skills and knowledge of employees whether they are capable
enough for doing job related to this platform. Therefore, candidates who will clear this
stage will further be called for interview so that final proceedings can be done. Instead of
Hilton hotel, the same procedure is adopted by Marriott hotel as their section process.
 Providing appropriate training: Training is one of the crucial factor that plays and
important role as if effecting training is provided than employees can perform their
activities for providing benefits to the organisation. Henceforth, in relation with Hilton
Hotel they are focussing on grooming personality of employees through applying on the
job training so that they can provide services effectively to its customers. On the other
hand, off the job training method is used by Marriott hotel.
 Final Interview: After completing all the stages mentioned above, here is the final stage
as after making a shortlist of candidates final interview is conducted by head of HR
Department so as to finalise who all the deserving one for the job (Kinicki and et. al.,
2014). Therefore, in this context, Hilton Hotel ask several questions related to the field
for which candidates have applied. The same process is followed under Marriott hotel but
they focus on their personality more and check their confidence and capability for a job
Henceforth, from the points mentioned it can be evaluated that selection process which
Marriott Hotel is following is totally different from Hilton Hotel. As they first post articles in
newspapers or social media so that eligible candidates can know about the vacancies. Later on
the process of interview and selection goes on and is judged on various aspects before getting
selected (Jackson and Parry, 2011).
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TASK 4
4.1 Contribution of training and development activities
Training and development is one of the important technique to improve workers skills
and knowledge towards the specific job and task activities. In this HR play vital role in managing
and improving performance level of the workers at workplace by providing them better support.
For attaining the same, HR manager will effectively analyse training needs and requirement of
workers so that they can easily provide them accordingly. Thus, it is important for HR manager
to provide best training and development programs facility to workers so that they can easily
perform their task and improve their efficiency level at workplace. Apart from this, training and
development put their huge impact on employees and business organization as well. In this
context, there are some effective type of training that provide by the Hilton Hotel to improve
performance level:
 On the job training method: This type of method is also play important role in which
manager provide training to staff member inside the company with the aim of making
them bale to accept challenges at workplace. In context of Hilton Hotel, manager of
company taught to staff members to how to handle and deal with challenges and find
better solution to resolve it. With the help of this company can easily make chances to
attain higher success.
 Off the job training method: It is also an effective method for providing better training
programs to workers out side of the company. In this, the main purpose of manager is to
train employees by using effective ways. One to one training, coaching, conference and
many more are the training method to provide better guidance to staff members. With the
assistance of this, staff members can easily perform their best and attain set targets.
Both methods are play vital role in improving efficiency level of the workers within
organization. With the help of this manager of the company make workers able to accept
challenges and hard situation. With the assistance of this company can easily retain workers
for longer period of time. This will contribute in establishing positive image of the company
at market place.
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CONCLUSION
From the above-mentioned report, it has been concluded that human resources play important
role in every type of business organization to attain success. With the help of this company can
easily deal with every kind business activities in effective manner. Under this manager play vital
role in managing as well as coordinating workforce. This will directly contribute in enhancing
overall performance level. Mainly, it is related with recruitment, development, management and
retention of employees. In context of hospitality industry, it also plays crucial role in providing
quality services to visitors as per their requirements. In this, the role and purpose of human
resource management will improve the whole performance of the company. Furthermore,
employment laws is also effect on the management through which hospitality sector can easily
established their positive image.
REFERENCES
Books and Journals
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Barney, J. B., Ketchen Jr, D. J. and Wright, M., 2011. The future of resource-based theory:
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Management. Schäffer-Poeschel Verlag für Wirtschaft Steuern Recht GmbH.
Buckley, R., 2012. Sustainable tourism: Research and reality. Annals of Tourism Research,.
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Cloke, P. and Park, C.C. Eds., 2013. Rural Resource Management (Routledge Revivals).
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Evans, N., Stonehouse, G. and Campbell, D., 2012. Strategic management for travel and
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Fine, S., 2012. Estimating the economic impact of personnel selection tools on
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Gatewood, R., Feild, H. S. and Barrick, M., 2015. Human resource selection. Nelson Education.
Gruman, J. A. and Saks, A. M., 2011. Performance management and employee engagement.
Human Resource Management Review. 21(2). pp.123-136.
Jackson, B. and Parry, K., 2011. A very short fairly interesting and reasonably cheap book about
studying leadership. Sage.
Kinicki, A. and et. al., 2014. Management: A practical introduction. McGraw-Hill Education
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Oechsler, W. A., 2011. Personal und Arbeit: Grundlagen des Human Resource Management
und der Arbeitgeber-Arbeitnehmer-Beziehungen. Walter de Gruyter.
Ployhart, R. E. and Moliterno, T. P., 2011. Emergence of the human capital resource: A
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