Managing Human Resources Report

This report provides a comprehensive analysis of human resource management (HRM) within the hospitality industry, specifically focusing on Hilton Hotels. It examines the role and purpose of HRM, detailing the recruitment and selection processes, training and development programs, and the impact of employment law. The report also explores the current state of employment relations in the hotel industry, including organizational structure, employee relations, and motivational strategies. A detailed human resource plan is presented, considering factors such as demand and supply, and the influence of political, economic, social, and technological factors. The report concludes by highlighting the significant contribution of training and development activities to the effective operation of a service industry business like Hilton Hotels.

Managing Human
Resources

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
1.1 Role and purpose of Human resource management.........................................................1
1.2 Human resource plan........................................................................................................3
TASK 2............................................................................................................................................5
2.1 The current state of employment relations for the hotel industry....................................5
2.2 employment law affects the management of human resources in a selected service industry
business...................................................................................................................................6
TASK 3............................................................................................................................................7
3.1 Job description and person specification for a hotel industry..........................................7
3.2 Comparison of different selection process of different service industries.......................8
TASK 4..........................................................................................................................................10
4.1 Contribution of training and development activities to the effective operation of a selected
service industry business......................................................................................................10
CONCLUSION..............................................................................................................................11
REFERENCES..............................................................................................................................12

INTRODUCTION
Organization is a group of people working to achieve certain targets and goals by
utilizing resources in the best possible way. On the basis of eligibility and functional areas,
organization is segmented into different departments such as marketing, finance, human resource
department as well as research and development. Among these, human resource department
plays a central part in maintaining and increasing the efficiency of organization and getting
optimum results. With the increasing competition and volatility in the market, it has become
essential to address all the issues of employees who are working in a company so that
professional and personal interactions between employees can be enhanced that results into the
increased productivity and profitability of organization. The present report is prepared to
elucidate the human resource management in a hospitality group, Hilton Hotel. It has its
establishment across the world at 78 countries. This report throws light on the different
components of managing human resources in order to provide the maximum comfort to their
patrons.
TASK 1
1.1 Role and purpose of Human resource management
Success and profitability of organization depend on the effectiveness and productivity of
employees working in the organization (Yeung, Warner and Rowley, 2008). Smooth functioning
and proper address of employee related issues to achieve the organization's objectives are the key
components of the operations undertaken by the management. Business entities working in the
hospitality industry encompass a wide range of services in their operations such as
accommodation, food service, entertainment, recreational activities and many other related.
Working in the customer oriented industry demands the precise and warm customer service to
their visitors (Foot and Hook, 2008). For that purpose, all the components are taken care such as
staffing, recruitment and selection, payroll, retention, training and development, performance
appraisals and their planning as well as monitoring and control. The domain of its working area
is not confined to the conventional methods of managing human resources rather it has widened
with the inculcation of creative and innovative methods to enhance their skills and their issues in
order to create a productive and energetic workforce.
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Human resource management in Hilton Hotel is processed in a very structured and
planned manner. Operations of the Human resource management are segmented into four parts.
Organizational objectives
 Recruitment and selection: To establish prominent position in the market place,
organization caters to recruit the best employees in organization who possess all the
qualities that help in giving quality services to the customers and provide a wide range
of product’s choices. For that purpose, Hilton Hotel adopts rigorous method of
recruitment with the series of interviews to filter the most capable qualification from
the pool of applicants (Budhwar and Debrah, 2013).
 Placement: It is very necessary that right person should be appointed at the right
place. Keeping that in mind, there is a team in Human resource management that deals
with the personality and psychological traits of employees. Hence, by identifying
strengths and functional areas, employees are appointed at the suitable places such as
at the services of room service, financial services like foreign currency exchange,
recreational activities, ancillary services like laundry, fitness and spa as well as other
related.
Development
With the aim to provide the return of investment to the organization, management always
seeks to enhance the qualities and talents of employees who are working in the different areas of
functions. For that purpose, certain elements are targeted: Performance appraisal: Frequent appraisal of performance is made by the management
in Hilton Hotel. It keeps a check on the efficiency and productivity of employees by
doing gap analysis between tasks assigned and targets achieved (Berman and et.al, 2015). Training: There is the diverse workforce appointed in an organization. To bring the
adaptability and competency with the working of different departments and to comply
with the management objectives, training programs are conducted by HRM. Career planning and development: Management also takes care about the career
development and growth of employees. In this regard, better opportunities are created for
them. Several seminars and conferences are organized so that they get exposure to the
better ways and techniques of services (Kang and Snell, 2009).
Employees related issues
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To maintain the health of organization, it is very necessary that all the employee related
issues are addressed in a very efficient manner. Motivation: By adopting different suitable techniques, management in Hilton Hotel
motivates employees to make them stay dedicated and inspired about the work. Grievance readdress: Addressing the problems faced by employees by understanding
them in unbiased way has been the key reason for the good relational constructs between
employer and employee (Jabbour and Santos, 2008).
Legal issues
To work under the compliance of legal aspects of country, organization abides all the
laws and regulations and follows the norms prescribed in different matters such as Health and
safety assurance of working staff and security provision and schemes started in organization with
respect to welfare.
1.2 Human resource plan
To proceed in a systematic and structured manner, Hilton Hotel group prepares a human
resource plan that inculcates all the components of department and accordingly duties and
responsibilities are assigned. Human resource plan refers to prepare a detailed draft by keeping
in consideration the present and future needs of organization with respect to the complying of
exchanging needs of the market. Turbulence and volatility in market place demand organization
to get prepared with the unexpected requirements and fluctuations. It refers to the changes in
demand and supply scenario, various factors such as external and internal factors affecting the
working of organization in different dimensions and preparation with the available resources to
adapt in that situation (Storey, 2014).
Demand and supply
One of the crucial part of human resource management is to comply with the demand and
supply. An equilibrium between both the forces has to be maintained for the smooth functioning
and utilization of resources. Demand: Demand or the requirement of employees in an organization can be categorized
in two ways. Internal and external. External demand arises when there is the need of
recruitment from outside the organization in case of vacancies or the turnovers. Whereas
the internal demand refers to the void occurs at the position or designation due to the
promotion, transfers or change in designation (Erasmus and Schenk, 2008). Hospitality
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industry is not stagnant in nature, its situation is always fluctuating. Such as at the time of
festivals, occasions and international events, Hilton hotel experiences escalating demand
on the other at the time of downturn, there is the possibility of less need of employees at
organization. Keeping that in consideration forecasting plan is made at Hotel Hilton in
that with the help of statistician and market analysts projected needs and detailed and
accordingly vacancies are issued in different departments (Wright and McMahan, 2011). Supply: The fulfillment of the required number of internal and external demand can be
processed by seeking eligible employees from the outside sources. It is very essential to
process this from the authentic sources. Eligible employees are recruited by the adoption
of process in two ways. Hilton Hotel has bifurcated the process in two parts. Workforce
of some departments are selected by their indigenous methods of selection and for some
segments such as marketing research and development and other are given to the
consulting agencies.
Factors affecting Human resource plan
Human resource plan is prepared by taking into consideration all the factors affecting
working and functioning in different dimensions (Ileana Petrescu and Simmons, 2008). All the
prevailing factors have the significant influence on the strategy and policy formulation by the
management. Plan is prepared by considering the influence of both external and internal factors.
Influence of these factors is assessed on the basis of these aspects: Political and Legal: Political scenario of the country is responsible for the framing of
structure for all the organizations. Changing government parties or the shift in political
framework brings changes in the strategies framed by Hilton Hotel. Policies and
regulations are framed with respect to the tax structure, wage structure, ways in which
markets get controlled, quantum of employees working in the organization and other
related. Economic: Economic situation prevailing in the country decides the level of profitability
and revenue generation of Hilton Hotel. For instance, it is operating in different countries
hence tariffs and fares are decided according to the exchange rate, inflation rate and other
macro economic parameters (Nankervis, Compton and Baird, 2008). Further, the decision
about finances, budget and investment decisions are taken under the influence of
changing economic conditions.
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 Social: Hospitality industry has been evolved in the significant manner since its
inception. Mentioned Hotel caters to provide the services according the changing choices
and preferences of people. It always makes efforts to inculcate new services and expand
the domain of its working. For instance in the new venture establishing, it has included
several ancillary services such as laundry, gift article shops, coffee house and many
others.
 Technological: with the advancement in technology, human resource management
organizes training and development programs to bring adaptability with the use of new
and huge tech equipment (Pichler, Simpson and Stroh, 2008).
TASK 2
2.1 The current state of employment relations for the hotel industry
Like other hotels and restaurants industry Hilton Hotels is also labour-intensive sector. It
is characterised by low-levels of affiliation to trade unions and employer organisations. The
company has emphasis on both business travel and leisure travel. It focuses on recruiting and
retaining it with the finest team members.
 The organisational structure and culture adopted by The Hilton Hotels is of formal
organisation type. As it is denoted that it has formal organisation so there is flexibility in
the working of management and associated departments. Though the networking of social
and personal is not established still chances of spontaneously arising associations of the
employees as informal organisation (Bondarouk and Ruël, 2009). There are various
departments forming line of authority and the hierarchy system formulates from higher
officials to the lower staff. The collective bargaining and negotiations is not present there.
 As it is a labour intensive industry therefore there is higher percentage of employee
participation, involvement. There are various activities performed in order to have a
teamwork mindset among the management and the staff. The fast communication
between the supervisors and subordinates makes the decision-making process enforceable
with every bodies co scent. As there is close supervision and close control of the
managing staff with its assisting workforce the chances of overlapping and under training
reduce to a large extent.
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 The theories of motivation such as, instinct theory of motivation, drive theory of
motivation, arousal theory of motivation and incentive theory of motivation is applied in
The Hilton Hotel premises. Such promotional and empowering strategies help in
motivating for a better output from the staff (Dessler, 2009). Firstly, as the people
working there get motivated by fulfilling their biological needs for shelter, food and
safety. Therefore, comes the theories of humanistic theory of motivation and expectancy
theory of motivation.
 There is a Department for Employees Grievances and Redress al in the company to make
sure of the cases related to the complaints and suggestions made by its staff members.
Each and every individual is given importance to feel the workplace a better to perform
just as it provides to its visitors, guests or outsiders (Guest, 2011). On the other hand,
rules and regulations are also provided to the employees of the company. Various
guidelines and regulations are there to be followed. The management practices different
leadership styles on the different occasions and events.
2.2 employment law affects the management of human resources in a selected service industry
business
One of the important component of the human resource management is fufiling all the
duties and responsibilities. Organization is required to abide the laws and regulations laid down
by the Government and other legislative bodies on different grounds such as legal, political,
ethical and economical (Stahl, Bj and Morris, 2012). Organization builds its strategies and
policies on the foundation ground of these aspects. Hotel Hilton all the laws and regulations with
respect to the employees related issues. These laws seek the protection of employees on issues
such as equality on the grounds on gender, race, age, religion, color and nation, providing the
favorable conditions to the employees at working area such as assuring the safety and health of
employees, the proper management of the factors such as wages and salaries, incentives,
appraisals and many other motivating factors such as promotions and training.
 Employment rights act and employment relations act are few acts that protect the rights
of employees and frequently monitor the conditions in which they are working.
 To provide the authentication about the appointment and the work experience at the Hotel
Hilton, organization follows the formal method that is documentation in the form of
Contracts of employment.
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Complying with all the legal norms laid in the country makes it follow the legality in the
country in which it is operating (Agrawal, Khatri and Srinivasan, 2012).
TASK 3
3.1 Job description and person specification for a hotel industry
Labor market constitutes supply and demand of labors as well as the factors that are
affecting it. This market includes factors such as qualified workforce, wage and pay rolls,
incentives, profitability of the firm, working hours as well as working conditions. Recruitment of
the skilled and best-qualified workforce on the principle of cost-effective and proper time
management is the basic requirement of this industry (Snell, Morris and Bohlander, 2015). The
process of recruitment works in the series respectively, recruitment planning, strategy
development, searching, screening as well as evaluation and control. Now, two major elements
of the recruitment process in reference of Hilton Hotels are as follows:
Job Description
Job description includes the responsibilities, duties, purpose, scope and working
conditions of a job with its designation and the person to whom employee needs to report. The
subject matter can be understood better by taking an illustration that presents various attributes
for a post to work upon. So, these are given below as:
 Job Title: Examining the designation of a Banquette Manager in Hilton Hotel. Also, it
can be designated as The Food and Beverage manager.
 Reporting Officer: The manager is responsible to report his/her Sales or Food and
Beverage Manager in the Hilton Hotel.
 Duties and Responsibilities: The Manager is responsible for maintaining standards
prescribed by the management to organise all the banquet and meeting rooms. Further,
he or she is responsible for delivering foods and beverages in the functions and
programs that are held in the hotel. Duties assigned for the post are also carried tasks
like attaining maximum gainfulness by controlling sales and labour cost, improving
service quality, participation in F & B marketing activities etc. He/she is also
responsible for preparing actual budget function sheets. Some additional
responsibilities are to assist in menu planning, maintain Hotel Bar control policies,
keep records for inventory and labour cost, supervision of weekly payroll input, as
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well as improvement and upkeep of all department control procedures. They work in
the circumstances which also enhance the teamwork within Hilton co-associate and
management (Armstrong and Taylor, 2014).
Person Specifications
There are several dimensions included in the process of person specification for a post.
Job description is a job-oriented factor, whereas person specification refers to the person-
oriented features. The favourable considerations are as follows: Educational Qualification: The prerequisite for a Banquette Manager in Hilton Hotel is
that candidate should have a Degree or three years Diploma in Hotel Management or
equivalent. Working Experience: The working experience required is minimum 4 years as Banquet
Supervisor or the job experience at the similar job role.
 Skills and Growth Factors: The manger should have knowledge of Hotel management
software and Point of sale software as this software play key role in performing work
efficiently and skilfully (Ulrich, 2013). Effective communication skills are also necessary
for this post, as public dealings are major event happening daily. Major emphasize
should be led on Personal development and growth. Individual needs to be disciplined
and focussed towards his/her working. Self-motivation should also be available as it
provides good amount of positive outcome for the individual.
3.2 Comparison of different selection process of different service industries
Organizational activities that stimulate and encourage a pool of candidates for the
purpose of filling skilled workforce. Some impediments restrict the selection procedure and
hamper the ongoing process comprising pressure on selectors, perception for the candidates,
reliability on selection process chosen, indiscrimination and fairness to recruit. Different types
of methods and practices are adopted in the selection procedure such as preliminary screening,
application forms, group selection methods, assessment centres, written examination, face-to-
face interviews, telephonic interviews and portfolios (Bratton and Gold, 2012). Some
impediments restrict the selection procedure and hamper the ongoing process comprising
pressure on selectors, perception for the candidates, reliability on selection process chosen,
indiscrimination and fairness to recruit. The selection methods and practices vary from firm to
firm and industry to industry:
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 Preliminary screening: The Hilton Hotels have a long chain of hotels and requires large
number of staff therefore screening is performed effectively. Therefore, they have rigours
proceedings in the screening, while its competitor Marriott deals with gradually process.
It performs the screening proceedings with ease and considering each and every step of
the method adopted (Budhwar and Debrah, 2013).
 Application Forms: Many organisations nowadays frame their application forms
depending upon the standards required for acquisition of a post. The Hilton hotels
application forms take in consideration points like educational qualification, knowledge,
skills and attitudes. While, Marriott have additional questions of experience, physical and
medical criteria along with character certificate.
 Group selection methods: In order to judge the teamwork and coordination among the
recruiters Marriott organises group discussions among them (Guest, 2011). As it is
beneficial to their business also because the company deals in service and hospitality
management sector. Though there is no such incorporation of selection process in the
Hilton Hotels recruitment techniques. Assessment Centres: Under this system series of tests and exercises are conducted for
higher posts officials in a way to predict and identify the aptitude skills of them. The
Hilton Hotels can be taken here as an ample example. In order to provide better outcomes
and immense increasing of neck to neck competition accumulated to use this method of
selection. Techniques of interviews:Interviews are the most popular form of selection and are of
different types like structured, unstructured, mixed, behavioural and stressful. The
adoption of face-to-face interviews are performed by The Hilton hotels on the other hand
Marriott not only perform the selection process but the telephonic interviews are also
performed by them.
 Psychological test and medical test: The selection procedure also measures the
personality traits and physical test of the candidates (Harzing and Pinnington, 2010). This
is done in order to foretell the future job performance. It measures the personality’s
dimensions like emotional stability, conscientiousness and openness to experience. On
the counterpart, medical test analyse the physical health of the candidate. The Marriott
conducts the psychological test and The Hilton conducts the medical test.
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The wise hiring decision provides greater outcomes to the firms in the optimistic way for a long
period.
TASK 4
4.1 Contribution of training and development activities to the effective operation of a selected
service industry business
With the increasing competition and volatility in market, to achieve the best results and
outcomes organization caters make develop the skills and talents of employees on frequent basis
by adopting different methods such as training programs, development sessions, apprenticeships,
performance appraisals, identification of different issues related to employees and many others.
Further along with this it addresses various issues associated with it. There is the significant
contribution of the training and development in the development of skills and talents of the
employees working in the organization Hotel Hilton (Mendenhall and Osland, 2012). There are
different components that deals with the training and development and ways in which it affects
the efficiency and productivity of organization.
Types of training and development activities Apprenticeships: After the recruitment and appointment of the eligible candidates in the
organization apprenticeships are organized to bring the adaptability with the culture and
working environment. It is conducted to make them aware about their duties and
responsibilities assigned to them. Digital training: With the advancement in the technology there is the immense need of
providing the digital training to the employees to make them aware about the current and
high tech equipment (Stahl, Bj and Morris, 2012). It also enables to connect them with
the advanced world. Seminars and development sessions: in the job training has become the essential
component of the organization. This enhances the skills and talents of the organization
with respect to the working and operations. They are conducted at the different centers of
hotels around the world. These seminars and conferences gives exposure to the outer
world and make them know about the existing and new techniques used to process the
duties and responsibilities assigned to them in the best possible manner.
Evaluation
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After conducting training programs it is very essential to evaluate the learning and
development of the employees. Through the adoption of several suitable methods frequent
performance appraisals are made (Lengnick-Hall, Beck and Lengnick-Hall, 2011). In this
comparison is made between the desired targets and goals and the goals achieved. After the
training and performance appraisals, rewards and incentives are given for their accomplishments
(Agrawal, Khatri and Srinivasan, 2012).
Benefits of training
Training and development has become so imperative for the organization to establish the
prominent position in the market place. The enhancement of skills and talents on frequent basis
through various ways brings improvement in the efficiency and capabilities of employees. It then
trickles down to the enhancement of productivity and profitability of the Hotel group. The
mentioned Hotel is the large family of employees and suppliers around the Globe. With the
better relational constructs with the trading partners and suppliers, organization always caters to
improve their services (Factors affecting human resource plan. 2016).
CONCLUSION
Report has been prepared addressing the different components of the Human resource
management. For the present report an organization working in the hospitality industry is taken.
In this report roles and structure of human resource management in the hotel group is elucidated
with the bifurcation in several segments. Management of demand and supply is discussed with
explanation is different strategies and policies adopted for the same. Further recruitment and
selection process of the same designation is explained by making the comparison of its process
with other hotel group. From the above study it has been articulated that there is efficient human
resource management in recognized hotel group that comply with all the segments.
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Online
Factors affecting human resource plan. 2016. [Online]. Available
through:<http://smallbusiness.chron.com/factors-affecting-human-resource-plans-
61165.html>. [Accessed on 15th january 2016].
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