HRM Strategies and Practices in the Service Industry: Hilton Report

This report provides a comprehensive analysis of Human Resource Management (HRM) within the service industry, using the Hilton hotel as a practical case study. It begins with an introduction to HRM and its significance, followed by an examination of the roles and responsibilities of an HR manager, including recruitment, training, and employee welfare. The report delves into workforce planning, covering demand and supply forecasting, and matching strategies. It then explores employee relations, including structure, culture, collective bargaining, and conflict management. Furthermore, it discusses the impact of government regulations on HRM practices, such as employment rights and maternity leave. The report concludes with a summary of key findings and insights into the effective implementation of HRM strategies within a service-oriented organization.

HUMAN RESOURCE
MANAGEMENT FOR
SERVICE
INDUSTRIES
TABLE OF CONTENTS

INTRODUCTION...........................................................................................................................3
TASK 1............................................................................................................................................3
1.1................................................................................................................................................3
1.2................................................................................................................................................4
TASK 2............................................................................................................................................6
2.1................................................................................................................................................6
2.2................................................................................................................................................7
TASK 1............................................................................................................................................8
3.1................................................................................................................................................8
3.2..............................................................................................................................................10
CONCLUSION..............................................................................................................................12
REFERENCES..............................................................................................................................13

INTRODUCTION
Human resource management is a term that is used by the organisation to maintain their
workforce in a better way. This is a process which is done by the management within a group of
people and motivate their employees to full-fill their responsibility (Human Resource Planning
Process Or Steps Of HR Planning . 2016). In addition, management of the company also concern
with the staffing of the working, employee benefits and many other things (Avey, Luthans and
Jensen, 2009).
Present report is based on a human manager who is recently appointed in the Hilton as a
trainee. As per the given scenario management of the company recently open a new venture at
Stafford city. In this management of the company try to do every comfort zone to their customer
and it includes rest rooms, barber shop and many more that assist for the customer comfort zone
for the customer. In this report management must take for various services and its included
foreign exchange also because Hilton serve their services in a world wide basis. Moreover in this
project various things will be discussed so that it will assists for the better management in a
workplace (Boxall and Purcell, 2011).
TASK 1
1.1
As per the given scenario management of Hilton hotel want a HR who develop their
business in a effective manner. In addition to that management of the company do any thing that
must for the new venture (Boxall and Purcell, 2011). Here various role and purpose are listed as
follows that will assists for the better management in a workplace.
Role and purpose plays by the HR manager of Hilton: Recruiting candidates: Manager of Hilton hotel Stratford is playing various role in which
they also recruiting candidates for new branch. As per the given scenario management of
the company recruit various person because as per their comfortable zone management
wants two or three member in each small group and for large department management
want five to six person. So that HR manager of the hotel starting recruitments for the
country as well as appropriate once (Metzger, 2016). Training and developing: In this management have to develop their skills as per their
department requirement. So that now management of the company started organize

various work shops to enhance their working quality in which HR manager of Hilton play
role as a trainee to enhance their working potential. Welfare and solving employee issues: In this point HR manager of Hilton always ready
to solve their issues as well as solve their salary issues, their work related issues and such
more. HR manager of the company also focuses on the compensation for welfare of the
company. Aware them about legislation: HR manager of Hilton timely aware their employees'
about various rules and regulation about the companies. So that they always accomplish
their rules and regulation of the company (Loosemore and Dainty, 2013).
Five other key roles: Executives role: In this HR manager find out specialist person within their groups in
which management focuses on their extra ordinary skills. Audit role: HR manger play role as a auditor in which individual of HR concern with
health and safety issues and ensure related to various policies. Facilitator role: In this HR manger of Hilton has to motivate their employees' that they
are potential once and accomplish their goal in a easiest manner (Lucio, 2013). Consultancy role: In this HR manager of the Hotel play role as a consultant who solve
their employees' issues as a specialist. In this management of the company enhance their
working with the help of reducing labour turnover in a effective manner.
 Service role: In this HR manager play role as a service provider who ensure other about
changes and related policies (George, 2013).
Moreover all above role has to accomplish by the HR manager of Hilton and the purpose
behind this is to run business in a effective manner.
1.2
In this section management of Hilton focuses on demand and supply of workforce in a
appropriate manner as well as maintaining a work (Abubakar, Chauhan and Kura, 2015). In
which various points to be needed for more detail and this are listed as follows:
Assessing human resource: Hilton hotel now opening its new branch for that management want
staff members who assists for the initial development of the company. In which company started
to analysis its working environment. In this HR manager of the company use PEST for external
analysis. Purpose behind this evaluation is assess the availability and HR as a inventory. After

the analysis of PEST HR manager of the Hilton now become capable to full fill the demand of
new venture. In this HR manager of the company considered skills and ability that must in the
individual. For this management also use term that is job analysis for perfect evaluation.
Demand forecasting: HR manager of the company use a forecasting process in which a
estimating use by the management for demand. So that demand and supply is done in a
appropriate manner. In this management concern mainly with two things that is quality and
quantity aspect so that management find out the best once for the organisation. In this HR
manager concern with the situation that is based on a current analysis as well as manager
considered its future need also. In addition top that management also take of all planning and
procedure so that management can fulfilled their demand for the same. In addition to that
management also focuses on its past performance also (Oke, 2016).
Supply forecasting: In the next stage management can concern with its demand and supply. For
that HR manger use a equilibrium for that they use fresh employee or a younger once who can
able to full-fill their work in a effective manner. In HR manager of Hilton must use promotions
and job enlargements for accomplishment of supply as a internal sources. On its contrary
management of the company use external sources in which management use recruiting process
who can cover the supply demand (Schippmann, 2013).
Matching demand and supply: In this stage management of the company become more capable
to match the need among the demand and supply. In this management has to evaluates its
demand accordingly its need towards the supply chain. In this HR manager of the company must
focuses on the shortage and surplus situation. This is a best way to solve the problem in a
effective manner. In the case of shortage HR manager of the company start to use internal and
external sources for matching demand and supply (Abdullah, Hamali and Abdullah, 2015). On
its contrary if there is any surplus situation in the company so that management use to start the
employee level towards the existing.
Action plan: In this phase management starts to use various activities that will assists to
accomplishment of the plan. In this management of the company must use recruiting process to
hire new candidates, HR of Hilton may use selection process to identify the best once. At the last
management of the company use evaluating process of performance of the candidates. In this
management also concern with the HR source (Kotler, 2015).

TASK 2
2.1
As per the given scenario now Hilton opening a new venture in Stratford. So that
management must take care for maintaining employee relation. In a specific terms employee
relation is a relation in which workers share their views and opinion with each other (Avey,
Luthans and Jensen, 2009). In that Hilton must care for maintaining work force in a
organization. In addition to that management has to develop various things in their practices.
Structure and culture of employee relation in the Hilton hotel Stratford: In the initial
stage management has adopted functional structure in their working practice. In this point
manager of Hilton must adopted the same. In this management has to use various rules and
regulation that is follows by the employees'. So if manager of Hilton use various way to maintain
employee relation (Guest, 2011).
On its contrary Hilton must use task culture us also based used by the
management that will assist for the management. In task culture Hilton follow its team projects
and functional data that will assist for managing work in a appropriate manner when
management of Hilton follow above structure and culture so it impact on working practices in a
appropriate manner (Jiang, Lepak and Baer, 2012).
Collective bargaining and Negotiation process in the Hilton hotel Stratford: This is a
way of solving various problems in a effective manner. Hilton management use negotiation
process to solve their problem in a effective manner. This is a way in which management create a
better working environment in a workplace. It is important for the management that if a worker
having a silent competition with other. So what necessary step should be taken by the
management for maintaining harmonious relation among them. If any conflict will arise in the
future. At that time management take appropriate action towards the same. Such as create a
negotiation contract to manage their conflicts (Tyson, 2014).
Employee participation: Manager of Hilton must focus that they have to take initiative towards
the employee participation in the decision making process. When employee becomes capable to
take part, so that they become able to know companies situation in a very well manner.

Involvement and Conflict management: Management of Hilton also focus on the same
in which they are in a initial stage so that if they solve their employee issues in a first so that not
be converted in a big conflicts. HR manager also having pre-planning towards the solution. In
addition, there is a less chances of conflicts when the management motivate their employee
towards the decision making. But in contrary to that management has to know how to control
conflict situation. They may develop trade union or taking help from government side for the
conflicts management (Maclean and Maseti, 2016).
Grievance and disciplinary process: Hilton has to adopted grievance and disciplinary in
case of no single problem will find out by the management. In that case they has to adopted to
take a appropriate decision at the time of later-date.
2.2
Government of UK designs various rules and regulation for employees welfare. HR
manager of Hilton also follow all rules and regulation and this are listed as follows:
Employment relation act: Conflicts are part of the organization so every HR manger
must ready for the same. In this management has to use various rules and regulation to solve the
conflicts situation in the organization. In this management of the company also develop trade
union to solve their conflicts in a appropriate manner. It is also include various set of
responsibility to maintain a relation in a appropriate manner (Loosemore and Dainty, 2013). This
is includes various things such as negotiation process, collective bargaining and trade union, all
this tools are assist for the management conflicts situation and maintain a good relation. In this
way management has better view to solve organization conflicts. Moreover Hilton also follows
the same for maintain a crucial relation among the workforce. In other words, if management of
Hilton must use this act for maintain relation between employer-employee (Love and Singh,
2011).
Employment right law: This act is about employee and their rights that is composed by
the UK government. In addition, Hilton also follows all such legislation towards the
management. In which Hilton must provide equal opportunity to their employee in which
management always motivate them towards the organization. It includes termination also that is
a major issue for the management. If Hilton terminates any single employee in the organization,

in that case it should be providing pre notice for that. They don’t follow the same so there must
be apologies set to their employee (Oke, 2016).
In this resignation is also included in this, it is way of management also focus for the
same. If employees’ demand is not fulfil by the management in that case management has to take
care that ratio of labour turnover will shortly increase. In this management has to cover with all
set of responsibility (Kotler, 2015).
It is also includes employee ill health, in this case if a management of the company also
take care that if any employee want sudden voluntary retirement for ill health reason. In that case
management has to focus on his situation. It is also assist for better employment in a work place.
Government always focuses on equal opportunities for everyone. No single person is treat as a
special once.
Maternity and dismissal are also part of employee right in which if a woman want a break
from her job because of her pregnancy. It must provided by the company with set compensation
that is her right to receive. On its contrary sudden dismissal is also not a appropriate way because
it is also includes various problem from employees end. For this HR manager must focus to the
employee that if they having not appropriate decision towards the employee. For the same
management must take care for the employee needs and satisfaction towards it (Schippmann,
2013).
Paternity right is also included in this here management of the company must take that if
employee death in sudden. In that case his or her son or wife having right to take his position in
the organization, in contrary to this management has to care about education as per set of
responsibility assign to them.
All this things must be following by the Hilton hotel to maintain its work in a appropriate
way in the organization (Lucio, 2013).
TASK 1
3.1
It can be stated that effective strategies of recruitment and selection are require to be
developed by businesses in order to fill the vacant position in organization. Here, job description
and personal specification are the two major documents, which need to be formulated by the
business enterprise (Maclean and Maseti, 2016). In this section management of Hilton must

follow the rules for the job specification and personal specification for the recruitment and
selection process. In Hilton hotel, manager maintains these documents in which individual’s
qualification, experience, qualities as well person attributes with respect to the work are
mentioned. Here is the job description format given below:

HILTON HOTEL
JOB DESCRIPTION
JOB PROFILE
Employee Name: ABC
Job Title: HR. Trainee manager
Date: November 23,2016
List of Job Summary or key responsibilities:
 Implementation of task
 Communicating with each and every subordinates
 Support to employee's
 Reporting to top level management
 Identify capable and skilled candidate's
 Utilisation of workforce-planning in the organisation
 Build a familiar and friendly environment in the organisation.
With the help of job description management can do their work in a effective manner. It is
process where HR of Hilton can identify its requirement of candidates in a effective manner
(Loose more and Dainty, 2013). Here personal specification is listed as follows that is assist for
the management to enhance their working effectively:

Hilton Hotel
PERSONAL SPECIFICATION
Person specification of HR manager of Hilton Hotel
Employee Name: ABC
Job Title: HR. trainee manager in Stratford
 Candidate of Hilton must having minimum 2 years experience in the training sector as
well management also.
 Candidate must be post graduation in HR or MBA in HR with 45 days training in the
same also.
 Must having good communication skill that will assist for handling any type of situation
in a workplace.
 Candidate must be adjusting so that they will be resist with the change.
 Individual also having their practises in any experience holder so that it will assists to
solve any type of problems in the organisation.
In a initial stage company must use this strategy for performing better in a work place as well it
will also assist to find out working quality if a individual.
3.2
In this section management of Hilton compare its process with another hotel and this will
assists to understand its strength as well as its weaknesses. In addition to that management or HR
manager of Hilton adopted selection process and this is based on a two way that is listed as
follows:
To accomplish the need and requirement of the hotel management use internal as well as external
source that will assists to find out the best candidates in a workplace. Here two different

processes of hiring candidates and selecting into Hilton hotel and Starbucks are provided as
below as:
Process for Hilton hotel:
Stage 1 – In this step, Hilton hotel Stratford use various strategies such as advertisement with the
help of world wide. Business magazines for freshers and younger once and newspapers it is a
conman way to use by the management. Furthermore, this way is assists for knowing people that
posts are available. So that management can able to select the appropriate once (Guest, 2011).
Stage 2 – In this HR manger of Hilton focuses on its employee skills and knowledge that is
appropriate for related job field. In this way, candidates are selected as a short listed and for the
passes for technical test. At the time HR manager use various says of selection in which
mathematical, its aptitude test and many more things are included in this. This will assists to
support to select the candidates for the next round. Along with this stage, it will assists to find
out individual specification towards the work.
Stage 3 – After the above round, HR manager use verbal to select the candidates and in which
HR manger examines individual communication skill and its knowledge that is related to the job
or not. It includes various basic question to know how the person ability toward the work
(Human Resource Management: Definition, Objectives & Responsibilities . 2016).
Process for the selection in the Starbucks:
Stage 1 – Manager provides various things such as job description that is assists for finding
actual job profile by the management. With this regarding HR manger assists to proper and
systematic information towards the vacant post.
Stage 2 – In the next stage, interested male and female candidate are able to contact with the HR.
manager of Hilton under which HR team of the Hilton create a shortlisted for capable candidates
and match their curriculum vitae (CV) with the job description.
Stage 3- In this stage, Manger takes candidate's interview and use questionnaire to ask them
question. This is related to their qualification and also relevant with their CV. under which
manager identify knowledge, skills and interest of the candidates.
Stage 4 – At last Candidate pass all above stages than it will ready to joint the organisation with
their appointment latter (Jiang and Baer, 2012).
Stage 5 – All above processes are assists to find out the best candidates in the organisation as
well as fill the vacant position with the suitable once.