Human Resource Management Report

This report provides a comprehensive analysis of human resource management within the hotel industry, focusing on the Hilton Hotel as a case study. It covers the role and purpose of HRM, human resource planning, employment relations, and the impact of employment law. The report also assesses recruitment and selection processes, compares different service industry practices, and evaluates the contribution of training and development activities. It concludes by highlighting the importance of HRM in enhancing employee satisfaction and achieving organizational objectives, while also addressing potential barriers and strategies to overcome them.

Human Resource management

TABLE OF CONTENTS
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INTRODUCTION
The main aim of the report is to provide information about human resource management
concepts and its impact on employees of hotel industry. As per the present case scenario, Hilton
hotel was taken which is currently opening 50 rooms at Stratford City to offer quality of unique
services to their customers. In addition, report describes about the current state of employment
relations for the hotel industry and employment law affects the Hilton hotel as selected service
industry. Along with this, present study explores processes of different service industries
businesses and assesses the contribution of training and development activities in improving
services of hotel and entire industry.
TASK 1
1.1 Role and purpose of human resource management
Human resource management is a function of business management which is designed to
manage the human resource’s needs of the organisation along with maximising the performance
level of employees. . Human resource management includes a set of various processes through
which human resources are recruited, trained and maintained to achieve the objectives and goals
of Hilton Hotel Stratford. In United States, Hilton Hotel is a market leader in the service
industry. Human resource management is also concerned with recruitment, selection, training,
development, maintenance and motivation of human resources in Hilton Hotel. In the changing
environment of service industry, human resource management helps to select right person for the
right position at the right time (Torrington and et. al., 2009). Performance of Hilton Hotel
depends on capability and efficiency of human resources who are working there.
This management is mainly concerned with the development of knowledge, skills and
abilities of human resources in order to perform tasks efficiently in Hotel Hilton Stratford. Hilton
Hotel was facing few problems related to management of human resources because it is currently
opening 50 rooms at Stratford. For the solution of this problem, Hilton Hotel appoints a trainee
human resource manager. The human resource manager has to focus on both organisation and its
employees. Role and purpose of human resource manager is to hire the staff persons, train them
and develop their performance to achieve the objectives of organisation (Simons, 2011). Roles of
human resource manager in Hilton Hotel have been stated below:
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❖ Identification of employees - In this process, HR manager identifies and forecasts the
requirements of personnel or human resources at Hilton Hotel. To meet the requirement
of human resources, HR manager uses the selection and recruitment methods. With the
help of these methods, candidates are selected and hired to fill the vacant post in Hilton
Hotel.
❖ Assessing the Training needs of employees- HR manager has to analyse the
performance of employees and also has to identify the training needs of existing
employees such as staff people, managers, etc. of Hilton Hotel. For the development of
employees, HR manager conducts development and training programs to enhance the
performance of employees which will help to increase the productivity of Hotel (Wright,
and McMahan, 2011).
❖ Maintaining Relation between employee and management- HR manager has to identify
the gaps which are creating problems between employees. He has to ensure that relations
among employees, managers the company are positive or not and also has to evaluate
communication gap between them.
Maintaining cordial relation is also fruitful for the organisation as it builds the
communication channel between the employees. The employees are able to interact with
their senior and subordinates which contributes to the positive environment of the hotel.
❖ Welfare of staff members - HR manager has to ensure about the welfare of employees
and customers of Hilton Hotel. For this purpose, he or she has to analyse the working
environment of Hilton Hotel which should be safe for employees and customers. He has
to identify proper services and facilities are given to customers in order to satisfy their
needs and make them comfortable (Harvey, 2009)
❖ Employee Reward and appraisal - After monitoring the performance of all the
employees and according to their performance level, Hilton hotel has to appraise its
employees and reward them in terms of financial or non-financial incentives. It will also
motivate the employee and increase employee participation in the organisation.
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1.2 Human resource plan based on analysis of supply and demand
Human resource plan is a continuous procedure which identifies future and current
human resources requirements for Hilton Hotel in order to achieve its goals.
Post Required for 50 rooms in Stratford
Food and Beverage Manager 2
Banquette manager 1
Line Manager 1
Assistant Managers 2
Receptionist 1
Chefs 6
Waiters 12
Bar staffs 6
Cleaning Staff 7
Security Guard 4
This plan is an important component of strategic human resource management for reducing the
level of employee turnover and maintaining competitive advantage. As per the given case study,
requirements of human resources are evaluated which are mentioned above in the table. These
estimated requirements are for 50 rooms which are opening by Hilton Hotel in Stratford city.
(Source: Haleem, 2014)
The changing environment as well as internal and external factors influences Hilton Hotel to
make human resource planning. Human resource plan includes basically five steps that have
been described below as:
❖ Assessing human resources- HR manager has to focus on business activities and
practices of employees. The assessment of human resource starts with environmental
analysis of Hilton Hotel. Performance of employees directly affects the productivity of
Hotel so HR manager should analyse the performance level of employees of Hotel on the
regular basis (Amos and et.al. 2009). With the assessment of human resources, HR
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manager can analyse that employee's performance and business practices are meeting the
objectives and aim of Hilton Hotel in an effectual manner or not.
❖ Demand forecast- HR manager has to monitor the availability all existing staff as well as
positions in order to identify the personnel requirement on vacant positions in Hotel.
Manager has to build a plan which identifies future and current human resources
requirements. In this step, demand forecast of human resources is analysed in human
resource plan.
❖ Supply forecast- After analysis of demand forecast, HR manager evaluates the supply
forecast to meet the demand forecast in Hilton Hotel. Supply forecasting is a procedure of
estimating the availability of personnel or human resource which are followed after
demand forecasting (Gberevbie, 2010). Human resource manager needs to consider both
internal and external supply for forecasting the supply of human resources in Hotel. For
this purpose, cited company invites personnel to fulfil vacant posts in Hotel. These
personnel can be selected from the both internal and external environment of Hotel.
❖ Matching demand and supply- This step is concerned with the forecast of future
demand and supply of human resources. The step of matching brings both demand and
supply in equilibrium position. Through this, over staffing and shortage problem will be
solved. In situation of over staff, company needs to reduce existing employment
(Torrington and et. al., 2009).
❖ Action plan- This is the last step of human resource planning and this step is concerned
with shortage and surplus of human resources in Hilton Hotel. This step includes major
activities such as recruitment, selection, training, development and socialisation (Storey,
2007). In this, performance of human resources is monitored to check the effectiveness
HR planning executed by the HR manager. This action plan should be updated according
to time and changes in environment of Hilton Hotel.
The human resource plan is justified as it is made with companies compliance on the
human resource policies and management. The plan will serve beneficiary for recruitment
process of the company as it will allow to meet the demand and supply of the employees on the
organisation.
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TASK 2
2.1 Assessing the current state of employment relations for the hotel industry
The hotel industry is labor intensive and is dominated by the behaviour of employees
working in the organisation. Working conditions in this sector are different from all the other
industries. The density of employees working in a sector affects the working relations. Also the
cultural significance of the countries from where the employees are recruited plays a crucial role
for the hotel industry. The hospitality industry is highest growing segment of economy. The main
objective of hotel industry is to provide superior quality of hospitality services to wide range of
customers. To maintain the brand image and reputation in market Hilton hotel ensure that it
strictly follow the rules and regulations laid down by UK government and EU.
2.2 Impact of employment law on the management of human resources in service sector
In UK, government of country and legislations are framed different laws to improve the
relationship between employees in service sector industry. In this regard, several acts and
regulations including Employment Relations Act, equal opportunities and Employment Rights
Act were prepared by government. These laws can be explored in detail as follow.❖ Employment Relations Act, 2004: This act was framed to implement change in new
statutory procedure for employers and establishing appropriate relationship employers
and employees (EurWork, 2004). As a trainee Human Resource Manager at Hilton hotel,
it is responsibility of him to aware about basic provisions of this act such as simplifying
the legal requirements, widening unions’ ability and extending the protection against
dismissal etc.❖ Equality Act, 2010: This legislation was drafted to provide equal work opportunity to an
individual without any business on the basis of gender, income and country elements. In
the context of grasping business opportunity and reducing issues, it is necessary for the
HR manager at Hilton to follow this act in their recruitment and selection process (The
Equality Act, 2010). For example, enterprise offers an array of services such as room
service, fitness room, baggage storage and foreign currency exchange to their customers.
In order to enhance motivation level of staff-members, it is required for HR manger of
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company to follow this act and assigns roles and responsibilities on the basis of their
skills and knowledge at workplace.❖ Employment Rights, 1996: The main purpose behind applying this legislation to
overcome human resource related problems including unfair dismissal, time off rights for
parenting and provide reasonable notice before dismissal (Lucas, 2014). By considering
law, human resource department of Hilton hotel can be able to solve employee’s conflict
and job dissatisfaction related issues in a significant manner.❖ Contracts of employment: Presently, different types of laws including employee
relocation, status, fixed term employment contract and maximum weekly working hours
were developed by UK government to improve working condition of employees within
servicer sector industry (Nestoroska and Petrovska, 2014). By following this regulation,
HR manager at Hilton would be able to solve employment related various problems
including ill health retirements, maternity and paternity rights, dismissal and retirement in
a significant manner.❖ Advisory, Conciliation and Arbitration Service (ACAS): It is a non-departmental public
body and it is developed for promoting and facilitating strong industrial relations and
resolving disputes between groups. By following guidelines of ACAS, company would
be able to perform varieties of organisation functions like strategic direction, policies and
priorities in work effectively in hotel industry (Hafeez and Aburaw, 2013).
The Labor Law of United Kingdom was developed wage and hour law regarding to
establish a minimum wage for employees. For example, if organisation will not follow this act
then it will unable to maintain better relationship with their employees and retain them with the
firm for long time period (Lo, 2015). Due to change occur in labor markets and organisation
needs, it is essential for enterprise to follow equal opportunity and employee right act. Without
considering these laws, HR manger at Hilton would be unable to carry out their day to day
business operations in a proficient manner.
As per the act, it is necessary for human resource department of company to provide
appropriate leaves in a variety of circumstances to their employees. On the other hand, Equality
act, 2010 will affect the way of working and HR policies of firm in service sector and encourages
enterprise to provide equal opportunity to an individual at workplace without any discrimination.
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It is identified that there is direct relationship between employment relationship and law on
service industries businesses. If any change comes in regulations then it will influence HR
strategies and relationship among employees of different departments (Bloom and Van, 2011).
For example, due to change arise in the Employment Relations Act 2004, statutory
protection and terms and conditions of employment related changes were occurred and affect
human resource services of the whole service sector industry in UK.
From the given case scenario, it is clear that hotel is opening 50 rooms at Stratford City
and offers variety of services to their customers within stipulated time. In the context of
managing different services at workplace, it is necessary for HR manager within hotel to follow
employment laws and regulations at workplace. Along with the employer, these regulations are
beneficial for employees in the context of improving their positions and reduce the chance of
injustice with them. The other impact of employment laws and federal legislations in service
industry can be seen in forms of maintaining labor relation, examining employee criminal
records and understand the requirements of employees like reimbursement and records retention
in the dynamic changing arena of employment law (Simons, 2011). Despite of that, laws and
regulations developed by UK government helps the entire service industry to minimise the
organisation's liability in all aspects of HR operations in a significant manner. Moreover, by
applying these regulations, HR manager at Hilton hotel would be able to solve employee related
problems and maintain better relationship with them for long term perspective.
TASK 3
This task has been done in order to understand recruitment and selection process and
factors which can affect working of entire service sector.
3.1 Job description and personal specification for list of staff
Job description can be explored in term of detailed description of the role and
responsibility of an individual related to work. On the personal specification for particular job
can be defined in form of personal qualities and capabilities of an individual to perform specific
task in a significant manner (Torrington and et. al., 2009). However, there are different factors
including labour market, employment laws and person specifications can influence the
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recruitment and selection of enterprise. For example, employment law (Equality Act, 2010) will
force firm to provide equal work opportunity to an individual on the basis of their skills without
any discrimination. Besides that, change occurs in market also affects methods of recruitment
and advertising (Lo, 2015).
As a position of HR manager, a person should have required variety of skills including
good people management, handle high perform team and experience to manage complex change.
In detail, job description and personal specification of human resource manager can be enlisted
as follow.
Table 1: Job description and personal specifications of service staff
Job title Service staff (waiter or cleaning staff)
Job location Stratford City
Job summary Service staff will be responsible for performing varieties of
tasks including room & food service, shoe shine, baggage
storage and many more (Edwards, Scott and Nambury, 2007).
Reporting to Line manager
Working conditions 8 work (in different shifts)
Personal specifications
Education/Requirement: Minimum metric passed
Language: English and French knowledge
Communication: Good verbal and oral communication
Prior-experience: Experience of working in service sector
Skills and duties: Candidate should be able and willing to work
flexible hours
Characteristics: Supportive and friendly nature
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Table 2: Job description and personal specifications of receptionist
Job title Receptionist
Job location Stratford City
Job summary Receptionist will be liable for providing information to
their customers about hotel services.
Reporting to Line manager
Working conditions 8 work (in different shifts)
Personal specifications Education/Requirement: Minimum metric passed
Language: English and French knowledge
Communication: Excellent verbal, written and oral
communication
Prior-experience/Fresher: For the post, both fresher
and experience candidates can be applied (Armstrong,
2011).
Skills and duties:
❖ Applicant should be ready to work in flexible
hour
❖ At internal level, knowledge of Outlook, Word,
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Excel and Power-point should be required.
Characteristics:
❖ Good communication and listening skills
❖ Patience (Hafeez and Aburaw, 2013.)
Table 3: Job description and personal specifications of banquette manager
Job title Banquette manager
Job location Stratford City
Job summary Manager will be responsible for coordinating the delivery of all
food and beverage.
Performing functions in all Banquet and Meeting rooms (Simons,
2011)
Reporting to Sales and food & beverage manager
Working
conditions
8 work (in different shifts)
Personal
specifications
Education/Requirement: Graduate
Language: English and French knowledge
Communication: Excellent verbal, written and oral
communication (Bloom and Van R, 2011)
Prior-experience/Fresher: Experience candidates can be
applied who have industry experience.
Skills and duties:
❖ Flexible working hour
❖ Controlling cost and quality of services
❖ Maintain record of inventory and ensures to meet customer
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