Human Resource Management Report: Hilton Hotel Services Industry

This report provides a comprehensive overview of human resource management (HRM) practices within the context of the Hilton Hotel. It explores the various purposes and roles of HRM, emphasizing its significance in managing the workforce and fostering positive employee relations. The report delves into the recruitment and selection processes, highlighting the importance of identifying training needs and providing development opportunities to enhance employee performance. It examines performance appraisal methods, reward systems, and motivational theories employed by the hotel. Furthermore, the report analyzes strategies for maintaining employee relations, including negotiation, employee involvement, conflict management, and collective bargaining. It also discusses the relevant rules and regulatory frameworks, such as the Equality Act 2010. The report concludes by emphasizing the importance of HRM in achieving organizational objectives, enhancing customer satisfaction, and maintaining a positive brand image in the competitive service industry.

Human Resource Management for
Services Industry

Table of Contents
INTRODUCTION.......................................................................................................................................3
TASK 1.......................................................................................................................................................3
1.1............................................................................................................................................................3
1.2............................................................................................................................................................4
TASK 2.......................................................................................................................................................5
2.1............................................................................................................................................................5
2.2............................................................................................................................................................6
TASK 3.......................................................................................................................................................7
3.1............................................................................................................................................................7
3.2............................................................................................................................................................8
TASK 4.......................................................................................................................................................9
CONCLUSION...........................................................................................................................................9
REFERENCES..............................................................................................................................................10

INTRODUCTION
Human resource management is the function wherein company provides the training and
development to their employees for enhancing their performance and improves knowledge. In
this report, manager fulfills the vacant post in the organization under which they conducts the
recruitment and selection process and appoints the new employees as per qualification and
knowledge. Under this report, there are various aspects of the human resource management will
be studied in the context Hilton Hotel. The present report covers; there are various purposes of
the HRM which is followed by the company. Manager maintains the Employee relation under
which uses the negotiation strategy, collective bargaining and conflicts managements.
Corporation follows various rules and regulatory frameworks are related to the employment law
which helps to manager to maintain the work environment and work quality of the workers. In
addition to this, manager prepare the job description and person specification for hiring the new
employees at the work place. Executives identify the demand and supply of the workers in the
organization under which they hires the employees for require department. There are different
types of training under wherein manager identifies the need of training of the employees
accordingly they provide to them.
TASK 1
1.1
Human resource management plays important role in the organization under which company
manage their workforce and relation through the HRM (Jiang, Lepak and Baer, 2012). In this
way, there are different purpose and role of the HRM under which manager fulfills the objectives
and goals of the business. Manager requires the human resource for managing the day to day
operation of the Hilton hotel under which conducts the recruitment and selection process. It helps
executives to higher the right and potential employees as per their knowledge and skills. In this
way, manager identifies the need of the training of the employees accordingly company provides
to their workers. It helps workers to enhancing their performance and improves the knowledge,
skills which are required at the work place. It affects performance of the corporation because
skilled employees gives the best services to their clients and customers which creates the
satisfaction of clients towards the his services. It helps company to increases the market share in
hospitality industry and maximizing the profit (Renwick, Redman and Maguire, 2013). In
addition to this, success of the organization depends upon the employee’s performance so that
they are able to fulfill the demand of the firm through the training and development. Apart from
this, the main purpose of the human resource management is the fulfilling the aims and
objectives in every department. Manager of the Hilton hotel monitoring the workers performance
under which they uses the feedback and 360 degree appraisal. In this way, they take the feedback
about the employees performance under which other team members gives the suggestion and
opioun. Furthermore, if supervisor replay as a positive way according they get the idea about the

employees perform in well manner. On the other hand, if other workers and gives the negative
replay related to employees presentation at the work place under which manager provides the
training to their human resource. It helps workers to performing in appropriate manner and able
to fulfilling the requirements of the firm and clients. On the other hand, manager evaluates the
performance appraisal of the employees under which they decides the salary as per their
performance. In this way, manager provides the wages and salary to the workers as per their
knowledge and skills which creates the satisfaction of the human resources towards the job.
Moreover, company uses the rewards system at the work place they provide to their workforce. It
includes promotional opportunity, bonus and incentives which is provided by the manager to the
workers as per their performance at the work place (Alfes and et.al, 2013). It helps employees to
increases the motivation level towards the work and gives the good amount of result. It affects
performance of the employees and organization because highly motivated workers complete
their task on time and meet the deadline which is provided by the clients and firm. In this
context, it assists manager to maintain the work environment and their relation with the workers.
Accordingly, company maintain the image of the company in the market and increases the
overall productivity. Hilton hotel uses the various types of the motivational theory for motivating
the employees towards the task and fulfill the needs and demand of them.
1.2
Manager of the Hilton hotel requires to human resource at the work place managing the
work and fulfilling the goals and objectives of the firm (Biller and McEvoy, 2012). They develop
the plan of the human resource and set objectives that are explained below:
Objectives- Manager identifies the total number of the workers at the work place and
requirement of the human resource in every department in the organization. In this way, they set
the objectives related to the hires new employees in every department like finance, marketing,
management department. Furthermore, manager accomplish this objectives which is required to
conduct the recruitment and selection process.
Activity- Manager conducts the recruitment and selection process under which they hires the
new employees at the work place. They appoint the candidates as per their knowledge and skills
which is required for the vacant post in the organization. In this way, Newly appointed
employees works for attaining the goals and objectives which helps manager to easily manage
their day to day operation of the organization (Jackson, Schuler and Jiang, 2014). This activity is
done by the executive for completing the activities within the 3 weeks.
It necessary to identify the internal and external human resource in the organization which is
done by the analyzing the requirements. In this context, manager analyses the demand and
supply of the workers in the firm under which they identify the total number of the employees
working in the corporation. Accordingly, deficit of the human resource so that they hires the new
employees at the work place. In above mentioned plan which helps to fulfilling their objectives
and managing the workforce as well their relationship with the. Thereafter , manager forecasting

the demand and supply of the workers in the business under which if supply shows the deficits
that means employees work in the firm like total number of employment. Apart from this, supply
shows the surplus that means termination of the contract between employer and employees.
Henceforth, human resource plays active role in the organization and every departments under
which they workers together and share their roles and responsibility for attaing the goals and
objectives of the firm (Jiang and et.al, 2012). In this way, it helps manager to easily manage
work bases activities and accomplish the demand of the clients and customers. With the help
human resource, company expands their business and services which helps to customer and
clients. In this way, lastly manager implement the plan at the work place and newly employees
proves the better services to their customers. Manger provides the positive environment in the
corporation which helps workers to focuses on their work and attain the satisfaction of the
clients. As per this, corporation maintain the brand image in UK market and maximizing the
overall productivity of the firm.
TASK 2
2.1
Company requires to maintain the relation with the employees under which they follows
some guidelines for maintaining the relation with the existing workers (Kehoe and Wright,
2013). In this context, company uses various strategy which helps to develop the good relation
with them. There are various key points that are stated below:
Negotiation strategy- Hilton hotel follows the negotiation strategy under which they negotiate
with the employees about the flexible working hours, safety arrangements and salry. It helps
workers to create the satisfaction towards the job and gives the best result to the customers. With
the help of negotiation strategy, manager reduces the conflicts among the employees which
create the positive environment at the work place. It helps workers to focuses on their work and
deliver the good amount of work. In this way, manager develops the good relation with the
employees under which they fulfills the needs of them on time to time. It affects performance of
the human resource because they are satisfied his accomplishing the requirements which is
fulfilled by the manager. In helps customer and clients to satisfaction towards the services and
they feel safe in the organization (Kehoe and Wright, 2013). It helps company to increases the
sales turn over ration and increases the overall productivity of the firm.
Participating and involvement of the employees – Manager takes the decision with the help of
all employees. They gives the suggestion and innovative ideas in decision making process of the
firm which creates the interest towards the task. Motivated employees are able to handling the
any type of task which is assign by the firm and clients. It helps manager to takes the effective
decision on time to time because employees gives the innovative ideas. In this way, participating
and involvement of the employees is best method for maintaining the employees relation. It
affects performance of the organization because interest employees complete their task on time

which creates the satisfaction of the clients towards the his services (George, Haas and Pentland,
2014). Furthermore, it assists company to increases the productivity and maximizing the profit of
the firm.
Conflicts management- Manager develops the good relation with existing employees under
which manager are able to identify the reason behind conflicts among the workers. In this way,
executive find out the alternative ways for solving the disputes of the employees which creates
the positive environment at the work place. It helps human resource to focuses on their work and
complete their task on time which assist executive to easily manager their day to day operation of
the organization and meet the goals and objectives (Jiang and et.al, 2012). Furthermore, effective
communication helps to removing the reducing the conflicts at the work place which creates the
understating between manager and employees.
Collective bargaining- It is the process of negotiation between trade union and company about
the terms and condition related to the employment. In this way, company provides the safety and
security of the job under which they render the salary on time to time. With the help of trade
union, manager identifies the needs and wants of the human resource accordingly they fulfill the
demand of the them which creates the healthy relation between management and employees.
2.2
There are various rules and regulatory frameworks are related to the employment which
follows by the Hilton hotel. This regulatory framework implies at the work place which creates
the positive environment at the work place (Renwick, Redman and Maguire, 2013). It helps
workers to focuses on their work and gives the best service to their customers. These legislations
include the health and safety act and equality act that are described as below:
Equality Act 2010- Hilton Hotel has successfully attempted this act in order to provide the equal
opportunity to its employees at workplace. In this way, organization do not discriminate with
employees on the basis of their caste, age, sex, region, culture and other personal relation. This
Act state that all employees in the corporation have the equal right to get promote and other
progressive facilities from the employers. The major objective of this equal opportunity act are to
encourage the identification and elimination of discrimination, sexual harassments and
victimization and their causes, and to promote and facilitate the progressive realization of
equality of employees at workplace. Hilton hotel provides equal opportunity to its employees and
at the time of recruitment there has fair selection of employees (Alfes and et.al, 2013). Human
resource gives the best amount of work and deliver good services to their customers. It affects
performance of the organization and maintains the brand image in UK market and maximizing
the profit..
Employees Health and Safety Act 1974- This act is formulated by the UK government under
which company provides the facility like medical checkup to their workers. Manager also uses
the safety equipment’s at the work place which helps to employees feel safe in the organization.

They focuses on their work and gives the best result to corporation and meet the demand of the
clients. It affects performance of the company because clients are satisfied his services which is
provided by the employees (McKenzie And et.al, 2012). It assists company to increases the
market share and enhancing the profitability.
TASK 3
3.1
Recruitment and selection process is the crucial part of the every business under which
manager conducts the this process for fulfilling the vacant post at the work place In this way,
manager appoints the potential candidates as per their qualification an knowledge. This will
assist in attain the predetermined goal of corporation (Steffen and et.al, 2015). For this purpose
company has to advertise in the newspaper or any other channel of communication about this
recruitment program. Job description and personal specification is the major part of the
recruitment and selection document.
Job description is the major part in the recruitment and selection process through which
applicant can able to know the detail about the job. Further this part in the document provide the
knowledge about then job responsibility and role of the candidate for a particular designation.
Job description includes basic job-related data that is useful to advertise a specific job and attract
a pool of talent It includes information such as job title, job location, reporting to and of
employees, job summary, nature and objectives of a job, tasks and duties to be performed,
working conditions, machines, tools and equipment’s to be used by a prospective worker. On the
other hand person specification defines the personal quality, experience, education, occupation
and their area of interest. Through person specification, applicant can able to know the required
skill, talent and qualification for the particular designation in the organization. In this way,
person specification is a written statement of educational qualifications, specific qualities, level
of experience, physical, emotional, technical and communication skills required to perform a job,
responsibilities involved in a job and other unusual sensory demands (Jiang and et.al, 2012). It
also includes general health, mental health, intelligence, aptitude, memory, judgment, leadership
skills, emotional ability, adaptability, flexibility, values and ethics, manners and creativity, etc.
Manager requires to prepare the job description and person specification under which they
provide the job description as manager in the Hilton Hotel that are explained below:
Job Title- Marketing manger
Job Description- Marketing manager is required to check the marketing department in the firm.
He/she will liable to manage the day to day operation of the organization and effectively
communicate with the customers (Kehoe and Wright, 2013). They are responsible for manage
the all market departments and prepare the effectively leadership quality. Manager is able to
handling the any type of projects which is assign by the firm and clients.

Person Specification- Graduate in management (BBM, BBA, B.COM) , Two year degree of
MBA (Master in business administration) , At least one year experience of marketing manager in
the any reputed organization. Candidate must have knowledge of computer operation. He/she
must have excellent communication skill and fluent English speaking. Further he/she have
excellent knowledge of all these theory which is related to the marketing (Alfes and et.al, 2013).
They have proper knowledge and skills which fulfills the goals and objectives of the firm as
well.
3.2
Manager of the Hilton hotel fulfills the vacant post for managing their work and attaining
the goals and objectives under which they require to conduct the recruitment and selection
process (Kumari, 2012). In this way, there are different recruitment and selection process which
is adopted by the two firms such as Hilton hotel and Marriot hotel that are described below:
Recruitment and selection process of Hilton hotel
Step 1- Manager follows the traditional approach under which they advertise in the newspaper
with the help of job description. In this context, interest candidates apply for the job when they
are match to the job profile under they contact to the company.
Step 2 – Executives takes the interview and ask some question related to the qualification and
about him. It helps manager to get the idea about the potential applicants.
Step 3- Under this stage, manager takes the second round of the candidates in which they take
the technical round. In this way (Klotz and et.al, 2013). Thereafter, manager takes the personal
interview of the candidates which helps to analyses the skills and knowledge level of the
applicant.
Step 4- all these process are taken by the manager there after they select the candidate on the
basis of personal interview. Newly appoints candidates helps to the manager for attaing the
objectives and goals which is set by the organization.
Recruitment and selection process of Marriott hotel
Stage 1- Manage of the Marriott hotel follows the traditional approach under which they
advertises the vacant post on the company website. In this way, they applicant apply for the job
and upload the curricula vitiate (CV) on the website.
Stage 2- Executive short listed the candidates on the bases of CV and contact to the applicant
(Ash, Hodge and Connell, 2013). In this way, manager takes the formal interview about the
mentioned information in CV which helps to idea about applicant.
Stage 3- Thereafter, manager takes the aptitude test of the candidates which includes maths,
reasoning, general knowledge. They have idea about the knowledge of the candidates.

Stage 4- Under this, if applicant pass in aptitude test then Marriott hotel provide the medical
checkup to their candidates (Salas and et.al, 2012). All these match the profile of vacant post
under which manager select the candidates as the medical checkup.
TASK 4
Covered in ppt
CONCLUSION
Summing up the whole report, it can be concluded that, there are different purpose and
role of the human resource management. Manager uses the different types of training method is
provided to the employees for enhancing the performance and improves knowledge.
Organization follows rules and regulatory framework which helps to maintain the work cuture
and environment. Manager prepares the job description for fulfilling the vacant post at the work
place which helps to manage their day to day work of the company. Hilton hotel uses various
methods for attaining the employee relation.

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