Human Resource Management for Service Industries: Hilton Hotel Report

This report provides a comprehensive analysis of Human Resource Management (HRM) within the service industry, with a specific focus on the Hilton Hotel Stratford. It begins with an overview of the role and purpose of HRM, including staffing, training and development, workplace policy development, and employee retention. The report then delves into human resource planning, examining supply and demand considerations, forecasting, and employment planning. It further assesses the current state of employment relations, including the impact of employment law, unionization, and employee participation in management. The report also covers job descriptions, person specifications for a receptionist role, and selection processes within the hotel and healthcare industries. Finally, it explores the contribution of training and development activities to the effective operation of the Hilton Hotel Stratford. The report concludes with a summary of key findings and recommendations for effective HRM practices in the service sector.

Human Resource Management
for Service Industries

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................3
TASK 1............................................................................................................................................3
1.1 Analysing the role and purpose of Human Resource Management in Hotel Hilton Stratford
......................................................................................................................................................3
1.2 Human Resource Planning ....................................................................................................5
TASK 2 ...........................................................................................................................................7
2.1 Assessment the current state of employment relation for Hotel............................................7
2.2 Employment law affects the management of human resources for Hilton Hotel..................8
TASK 3............................................................................................................................................9
3.1) Job description and person specification for receptionist.....................................................9
3.2) Selection process of Hotel industry and Health care industry............................................12
TASK 4..........................................................................................................................................13
4.1) Contribution of training and development activities to the effective operation of Hilton
Hotel Stratford...........................................................................................................................13
CONCLUSION..............................................................................................................................14
REFERENCES..............................................................................................................................15
2

INTRODUCTION
Human resource is a process of recruiting and selection of the employee in the
organization. It provides proper orientation, training, development skill, motivating, maintain
employees safety, health, welfare and other benefits. Human resource management is the skill
workforce in the organization with the limited availability which has the proper utilization of the
sources (Hendry, 2012). Resources need to be collected it cannot fulfilled itself, for coordinate it
there is a need for human resources. With the help of good human resources the organization
built a good professionals. Human resource management also maintain the work atmosphere and
developing public relations.
This report is mainly focuses on the human resource management of the Hilton Hotel
Stratford worldwide. In this report there is an explanation of role and purpose of human resource
management in services industry. There is the justification a plan of human resource
management which is based on analysing the supply and demand for the service industry. In this
report there is the current state of employment relation of Hotel industry and hoe law affects the
management of human resources for Hotel Hilton. There is also explanation of job description
and person specification for Hotel industry and compare the selection process of different
industries. In this report there is a power point presentation to understand training and
development in service industry business.
TASK 1
1.1 Analysing the role and purpose of Human Resource Management in Hotel Hilton Stratford
Human resource management includes managing and hiring employees, training and
development and other benefits of employees (Bratton and Gold, 2012). Human resource
management plays an important role in any industry. There are some important role of human
resource management in Hotel Hilton Stratford are as follows:
 Staffing:
Staffing involves the hiring process of the job. Staffing includes development of policies
to encourage multiculturalism at the workplace which has many people comes from the different
background (Flamholtz, 2012). Recruitment and selection involves the finding people to fill the
positions which followed by interview, training, motivation and salary will be negotiated. In
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Hilton Hotel there are the development of staffing plans which includes the selection of staff
based on revenue expectations.
 Training and Development:
Training and development includes training on communication, policy and legal training,
job skill training and team- building activities (Cascio and Boudreau, 2010). In Hilton Hotel
when the Hotel hire a new employees there should be the training of the job and develop the skill
of their job. This helps to increase productivity for the Hotel. For the motivation of an employee
training is the key component.
 Development of workplace policy:
Hotel Hilton has a developing policies to ensure the fairness in the Hotel. Employees
should act according to the policies made by the management (Werner and DeSimone, 2011).
Human resource management and the other departments involves in the workplace policies.
Workplace policies includes ethics, vacation time, dress code of workplace, discipline process
and internet usage.
 Retention:
Retention is for motivating employees to stay and keep working in the organization.
Benefits and other major factors in employees retention (Delahaye, 2015). Employees left the job
because of the reason of challenges with their employees, work environment is poor, performing
issues in job and cannot fit with the culture of organization.
There are some main purpose of human resource management are as follows:
 Organization and utilization of work force:
Organization and utilization involves the organizational framework that establishing the
system of communication (Budhwar and Debrah, 2013). Human resource maintenance safety,
health and worker- management relations. Hotel Hilton maintains the worker- management
relations.
 Job analysis:
Job analysis determines the nature and responsibility of employment positions, skill and
experiences necessary to adequately perform in the position, industry trends and job
identification (Guest, 2011). Job analysis is very important for human resource management
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because it provides valid information about the job which is useful for hiring the people,
determining need of training, wages establishment and other things.
 Appraisals of work force performance:
Performance appraisal involves performance of employees and provide feedback of
negative and positive aspects of their performance (Jiang and et.al., 2012). It is very important
for both organization and employees it helps in promotions, increasing salary, and dismissal also.
 Professional development of workers:
Human Resource management develops workers professionally. It determines an
organizational need of training and evaluating employee development programs (Wright and
McMahan, 2011). These training programs are the orientation programs which designed the
program of new hires to the organization. It also helps to train the employees with the new
system.
 Maintenance of work force:
There should be the maintenance of the work force. It maintained by the developing
activities it includes determination, analysis education program, execution and design. It
increases productivity and efficiency and reduces employee turnover (Purce, 2014). There is also
the monitoring employees to ensure the work is done with the guidelines.
1.2 Human Resource Planning
Human resource planning is a planning for current and future human resources need for
the Hilton Hotel Stratford. It is the link between human resource management and other plan of
an organization. It is the process which ensure the human resource requirements of Hilton
identified and plan for satisfying requirements. It also ensures that staff is qualified, sufficient
and competent enough to achieve the objective of organization (Bloom and Reenen, 2011).
There is three main responsibilities of Human resource planning is supply and demand
considerations, forecasting the demand of workers and supply analysis.
There are some objectives of Human resource planning that to control the aspects of
human resources, to ensure the necessary resources when there is requirement, forecast future
skill requirements of organization, to avoid imbalance in distribution of human resources. It
determines the manpower need for the organization (Kehoe and Wright, 2013). Human resources
management provides in various organization programs which depend upon the supply and
5

demand of human resources. There should be the effective manpower planning which involves
the improvement, preservation and utilization of human resources in organization. It is also
helpful for the future needs of human resources in organization (The Role of Human Resource
Management in Organizations, 2016).
Human Resources planning use following process:
1. Determination of Human resources planning objectives of human resources planning:
Human resources needs a plan on the basis of aim of the Hilton Hotel. The objectives of
human resources needs to plan on the basis of goals of the organization. The main objective of
Human resource planning to career planning, developing human resources, ensure better
commitment of people and update technologies (Guchait and Cho, 2010).
2. Assessing Current Human Resources:
There should be the need of assessment of current human resources. After assessment of
internal and external forces of the organization human resource management easily find the
internal strengths and weakness of the organization and gives the more opportunities to achieve
the goal (Bagenstos, 2013).
3. Demand and Supply forecasting:
Demand forecasting is the process to analysis the demand of supply of Human resources
in Hotel Hilton Stratford. It also determines the need of the human resources in future in terms of
quality and quantity. Demand forecasting helps to meet the future requirements of to achieve the
desired level. Supply forecasting is concerned with the planning to make the assessment of
current human resources and the need of resources in future and its availability in the
organization (Buller and McEvoy, 2012). It plans for the future sources of human resources
which can be available inside and outside the organization. Internal sources includes job
enlargement, promotion and transfer and external sources includes selection of new candidates
who has the ability to work with Hilton.
4. Employment plan:
Human resource planning is also concerned with the human resources of employment
plan. There is the designation of different activities and the major activity is to recruitment,
placement, socialization, selection, training and development (Morris and Venkatesh, 2010).
Employment plan is followed by evaluation of performance of Human resources to the planning
6

and objective policies of human resources planning. This can be change according to the
requirement of the organization.
5. Training and Development strategies:
Training and Development strategies providing development opportunities to the staff of
Hilton and also gives them a proper training. It helps to prepare staff for future development of
organization as well as the staff members. Training and development program upgrade the skills
of the employees (Lengnick-Hall, Beck and Lengnick-Hall, 2011). It also involve to give
certificate to the employees at the time of completion of training.
TASK 2
2.1 Assessment the current state of employment relation for Hotel
Working conditions of Hotel sector is very different from the other service industries.
Crisis on employment, working hours, undeclared work, health and safety are the main
challenges facing by the employees in the organization. Employees relations are most important
factor of human resources management. It mainly concerned to maintain employer and
employees relation which involves satisfactory morale, motivation and productivity. It also
helpful to prevent the problems of employees (Barnard, 2012). Human resources management
for service industries helps to learn employees relations and employment law, training and
development, selection and recruitment and development in service industries. An organization
follows the employment law and its affects on the service industries. There is also the assessment
of current state of employee relation in hotel and service industries. It also examine the process
of recruitment and selection to develop the skill required for function of human resources.
Training and development in service industries businesses to determine the contribution for
effective business (Twomey, 2012). Human resource management helps with the effects of
employee relations and employment law on hotel and service industries.
In the past era Hospitality organization focuses on unionisation. Unionisation is a process
to organize the employees of the organization which will act as a medium between management
and union (Hendry, 2012). Most of the time many employees vote for authorization of union. But
in current scenario if there is unionisation in any industry it is not considered and supportive.
Structure of the Hotel industries and other industries are different and the categories are also
different. Current state of culture of working process is very different and work culture of Hilton
7

and other industries are also different. There is Collective bargaining which is used for the
negotiation between management and employees to regulate the salary. It sets the wages scale,
health and safety, training, working hours and the right to participate in industrial affairs. Union
can negotiate with the employer. Collective bargaining is the process of negotiation between
representatives of union and the employers of the organization (Delahaye, 2015).
Employees participation in management is essential for the hotel and the industries. It is
based on human relation management which sets the new values to employees and management.
Earlier this concept was considered as a non- managerial participation of the employees.
Employees participation in management implies mental and emotional involvement in industry.
When employees work in any industry there should be maintain the harmonious relationship
with management and co- workers (Guest, 2011). Dealing with workplace conflict is difficult
and challenging. There must be providing resources and training to build competency in conflict
resolution among the staff and always available to the staff member and giving them a feedback.
Co- workers also try to resolve the conflict by actively communication. In management
empowerment can do the higher productivity and job satisfaction in the organization. It is the
concept of management when employees are given resources and information and it held the
responsibility for outcomes than there is more job satisfaction. When management creates the
right environment at work place than it arises empowerment (Cascio and Boudreau, 2010). In
Hotel and other industries has the disciplinary procedure which involves investigation, informal
resolution, nature of allegation, equality and diversity and suspension.
2.2 Employment law affects the management of human resources for Hilton Hotel
Employment law secures the rights of worker (Employment Law, 2016). In Hilton if
workers have any kind of complain they can claim under employment law. It protects employees
from discrimination, unsafe work conditions, unfair labour practices etc. Workmen has a right
which has wages, security, working hours, leave policies and health and safety. Employment law
protect the rights and duties of employers and employees. Employment legislation involve
employment protection measure (Kehoe and Wright, 2013). It maintain the standard of
employment for workplace required by law, it protects minimum wages, resolving disputes,
working hours, termination etc.
8

Employment relation allows the small business to sack employees within 90 days of
being hired and to employ new staff without concern. It also involves the strikes and lockout,
strikebreaker, wages during industrial action etc. UK government protects the legislation related
with the employment relations which effects the human resource at Hilton. It helps to maintain
the occupational relationship. It is mainly focuses on the employment law (Bagenstos, 2013).
There should be maintain harmonious relation among the staff.
In Anti Discrimination Act, There must not be any kind of discrimination at the
workplace. In the employment law there must be take care about the anti discriminating to assure
the proper management of Hilton. There must not be any kind of discrimination in the
recruitment and selection process of the staff in Hilton Hotel. There must be equal payment for
equal work given to the employees. There must not be any kind of discrimination on the ground
of religion, caste, age, race, gender etc. UK government protects the right of anti-discrimination
act of the employees. Implementing the anti-discrimination act will support the management in
selection process without any discrimination (Purce, 2014).
Employment Right Act involves and manage the labour law. This is concern with the
rights to the employees of Hilton Hotel. There is the fair decision of dismissal and no
discrimination on any ground. It affects the management of human resource of the Hotel Hilton.
Employees have a right to earn and proper and fixed working hours (Flamholtz, 2012).
Management should focus on the proper system to manage and maintain the staff.
TASK 3
3.1) Job description and person specification for receptionist
Hilton Hotel Stratford is carrying out the recruitment process for recruiting a
receptionist. They need a receptionist so that it will be helpful for them to greet their guests who
come to visit the hotel . Many duties have to be performed by a receptionist such as greeting
visitors and solving problems of the hotel. Apart from that, receptionist also have to perform
some administrative task such as answering phone calls, welcoming guest, providing general
information about hotel and its facilities to its customers (Alfes, and et. al., 2013). Hilton Hotel
needs a person who can manage booking of rooms, become friendly with the visitors and staff.
Other than this, they also require an individual who has professional attitude towards his work.
Job description and personal specification for the post of receptionist are described as follows:
9

Job title: Receptionist Reporting to: Manager
Job location: Tysons Corner, Virginia Working hours:
 8 hours of working shift for a day and
40 hours of a week.
 Extra incentive would be given for
overtime work.
 Working hours can be shifted at the
time of workload.
Responsibilities to be performed:
 To deal with customers through phone
calls, letter, fax and e-mails.
 To complete procedure of hotel at the
time of arrival of visitors (Brookes
Brewster and Gollan, 2015).
 Managing room booking for the
customers.
 Bill preparation and receiving payments
from the guests.
 Answering the phone calls, giving
general information to guests about
hotel facilities and greeting visitors.
 Solving issues of the visitors.
 Monitoring log books (Chadwick,
Super and Kwon, 2015).
 Stay calm at the time of work load
within the organization.
 Providing First aid facilities to the
visitors.

Nature and purpose for the job:
 Make the visitor’s feel comfortable in
the hotel environment.
 Greeting the visitors to make the feel
welcomed.
 Solving the issues of guests.
 Giving comfortable stay to the visitors.
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Annual salary:
 Salary for hotel receptionist is £ 60000
 Incentives are based on extra working
hours.
 Extra bonuses will be given.
Required qualifications:
 GCSE standard maths or English or
equivalent educational qualification.
 Relevant experience in working with a
busy hotel environment.
 Also must have the experience of
working with the confidential
information of hotel (Hoque, 2013).
 Good knowledge of excel.
 Technical knowledge.
Skills required:
 Oral and written communication skills.
 Numeric skills will help to perform c
calculations.
 Interest of learning new things such as
unfamiliar equipment and new
computer programs (Marchington,
2015).
 Able to deal with major issues of the
visitors and employees.
 Providing good customer services to the
customers.
Personal specification:
 Must have the ability to communicate
with different types of people of diverse
culture.
 Able to perform the duties effectively.
 Ready for all kinds of organizational
change.
 Able to maintain good relationships
with the people.
 Able to do work in a changing working
atmosphere.
 Self motivated person and must have
the ability of completing routine and
non routine tasks.
 Enjoys his work.
 Ready to work in changing shifts
(Miller and Chen, 2015).
 Must have a supportive nature.
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3.2) Selection process of Hotel industry and Health care industry
Different types of selection process are used in a hotel industry and in a health care
industry. The process of selection is different as they have to work in different working areas.
Apart from this, also have different kinds of responsibilities to be performed. For example,
health care industry has to take care about health issues of the people while on the other hand
hotel industries are dealing with providing hospitality services. In health care industries, people
are basically selected on the basis of their past working experience (Punnett, 2015). On contrary
to this, there is less issue regarding experience of the candidate. The major comparison is
described as below:
RECRUITMENT PROCESS FOR THE
HEALTH CARE INDUSTRIES
RECRUITMENT PROCESS FOR HOTEL
INDUSTRIES
 Identifying the organizational needs
regarding human resources.
 Finding vacancies within the company.
 Organizing written test based on health
care industries.
 Test is conducted which is based on the
hotel industry.
 Candidates are selected mainly on the
basis of past working experience in the
health care industry (Rosnah, Karimah
and Zulkifli, 2013).
 In the hotel industry, people are
selected on the basis of their
educational qualification.
 Next step is conducting interviews for
the candidates. Generally, behavioral
based interview are conducted.
 Here interviews are conducted on the
basis of professionalism suited for the
hotel industry (Alfes, and et. al., 2013).
 After interview, another test is based on
the practical issues to identify
knowledge of candidate regarding
practical problems.
 In the hotel industry, no practical
problems are given to the candidates.
 Candidates are also given priority that
performs better in the practical test
 In hotel industry generally a perception
is made about the candidate to
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(Brookes Brewster and Gollan, 2015). complete the selection process..
 There are some barriers which have to
be faced by the organizational at the
time of deciding practical problems for
candidates.
 Hotel industry faces barriers in making
perception about candidates.
 In the application form, majority of part
is covered with the health care industry.
 On contrary to this, application of the
hotel consists of majority of description
about consumer services (Chadwick,
Super and Kwon, 2015).
 In the health care industry, structured
format of interview has been selected
(Hoque, 2013).
 While, here unstructured method for
conducting interview is used.
 The information pack of candidates
involves factors which are required for
the title of job.
 The information pack here consist
detailed description related to duties
and responsibilities of the candidates.
 Candidates are selected on the basis of
their past working experience.
 Here candidates are selected on the
basis of academic background and
educational qualifications
 Health care industry generally did
advertising for the vacant
post(Marchington, 2015)..
 Hotel industries prefer to go for
campus recruitment and for that they
also advertises on employment sites.
 Person specification mainly focuses on
knowledge of candidate regarding
practical knowledge (Miller and Chen,
2015).
 In hotel industry, person specification
is based on the organizational needs
(Punnett, 2015).
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TASK 4
4.1) Contribution of training and development activities to the effective operation of Hilton Hotel
Stratford
Task 4 is covered in PPT.
CONCLUSION
The above report concluded as the Human resource management plays an important in
private as well as in public sector. It describe formal system for managing the people within
organization. The main objective of human resource management is to maximize productivity of
the organization by improving the effectiveness of its employees. By this report there is the
proper significance of human resource management on the Hilton Hotel Stratford. There is the
proper management by human resources. The management includes the wages, selection,
recruitment, health and safety and dismissal. There are some rights and duties of employer and
employees protected by Employment law. There are the employment relation act which focuses
and maintain the relationship of the workers at workplace. There is the human resource planning
to plan the work process of the industries and the Hilton Hotel. Management should monitor the
work of its employee and there should make appraisals according to their work. There must be a
proper training of worker to develop their skills and increase the productivity.
14

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