Human Resource Management for Service Industries - HND Report

This report provides a detailed analysis of Human Resource Management (HRM) within the service industry, specifically focusing on the Hilton Hotel and Resorts. It examines the role and purpose of HRM, emphasizing its significance in creating a positive work environment and achieving organizational goals. The report delves into key HRM functions such as job analysis, recruitment, employee mentoring, and legal aspects, illustrating their practical application within the hotel setting. Furthermore, it includes a comprehensive human resource plan based on supply and demand analysis, considering both internal and external factors impacting workforce needs. The report also assesses the current state of employment relations, highlighting the advantages of effective employee relations. Overall, the report provides a comprehensive overview of HRM practices and their impact on the success of a service-based organization.

Human Resource Management for Service Industries
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Table of Contents
Table of Contents.............................................................................................................................2
1.2: Justify a human resource plan based on an analysis of supply and demand for a selected
service industry business:................................................................................................................7
Task 2............................................................................................................................................14
3.1 Receptionist of Hilton hotel:................................................................................................14
M2: Aim of recruitment and the technique used in the recruitment process:............................16
3.2 Comparison between the Hilton hotel and Transport for London:......................................16
Task 3............................................................................................................................................18
4.1 Assess the contribution of training and development activities to the effective operation of
a selected service industry business...........................................................................................18
M3: The barriers and attitude of the training:............................................................................19
Conclusion.....................................................................................................................................20
References:....................................................................................................................................22
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Introduction:
Human resource department of any organization is developed to benefit the most valuable asset
of the company who are the employees or the staffs of the organization Hilton hotel currently
has more market share than its fiercest rival in the industry Marriott International in the UK. This
is due to the effective and quality services produced for the guests during their stay in the hotels.
The hotels and resorts of the organization possess services like spa, fitness room, barber shop
and sauna rooms apart from the restaurants. The selected service sector organization for this
assignment is Hilton hotel and resorts. For effective and quality service of the service sector
industry, the organization must understand and clarify the roles and responsibilities of the HR
department. The organization must also be aware of the demand and supply analysis for the
human resource plan of the organization to understand the job roles of every staff and also
understand the turnover rates and the number of employees in each department. The task
presents all of this information with great details.
Task 1:
1.1: Analyse the role and purpose of Human Resource Management in a selected service
industry
Human resource department of any organization is developed to benefit the most valuable asset
of the company who are the employees or the staffs of the organization. Employees are the key
factor for an organization to meet the objectives. HRM has various functions like staffing and
looking after the issues and performances of the employees. Human resource management of an
organization also take cares of employee policies and payment issues (Armstrong and Taylor,
2014). Thus, HRM can be defined as the department that is established to look after the
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functions of recruitment, training and development of the staffs in an organization. HRM is
hugely responsible for bringing out the best potential of the employees. The assignment is based
on the service sector organization. The roles and purposes of HRM in Hilton hotels and resorts
are given below.
Purpose of Human Resource Management:
Purpose of Human Resource management of the Hilton hotel and resorts is to create a positive
environment in the workplace for the employees. The objective of the HRM of Hilton hotel is to
establish a quality employee management system as developing good employee relation in the
organization will create positive results for service sector organization. Moreover, Hilton hotel
management knows that an engaged workforce in the organization can help the company to
reach the organizational goals and objectives (Armstrong and Taylor, 2014). Initially, the
objective of the HRM is to recruit the most sophisticated and qualified employees in the
organization. After that, the chosen employees are clarified about their job role in hotel industry,
and adequate training and development programs are set up for him. HRM of the Hilton hotels
also look forward to mitigating any employee issue. The issues involve payment problem,
performance problems and communication issues. Proper utilization of HRM practices in the
organization can bring quality service to the customers (Chuang et al. 2016).
In future, these practices can lead to competitive advantage in the market and also in increasing
the market share of the organization. The profit rates of the Hilton hotels will also increase as
more and more customers will start to choose to stay in the resorts of this organization in
holidays. The Hilton hotel management also has performance management and incentive
management department within the HRM. Purpose of these departments is to be aware of the
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service of employees in hotels and taking care of appraisals and incentives of the employees for
good job performances. The purpose HR managers of Hilton hotels are to constantly motivate
and monitor performances of staffs in hotels and resorts. Thus, these are the purposes of HR
management of Hilton hotel and resorts (Chuang et al. 2016).
Roles of HRM:
Here are the few roles of HRM in Hilton hotels and resorts.
1) Job Analysis: the recruited or existing employees must be clarified of their job roles. HR
department of Hilton hotels performs these duties. Thus, the HR personnel of Hilton
Hotels gather information about the job roles of every department in the hotels and
resorts (Ashton, 2018).
2) Recruitment: Hilton hotel currently has more market share than its fiercest rival in the
industry Marriott International in the UK. This is due to the effective and quality services
produced for the guests during their stay in the hotels. The hotels and resorts of the
organization possess services like spa, fitness room, barber shop and sauna rooms apart
from the restaurants. These services require workforce. Thus it is the responsibility of the
HRM of Hilton hotels to hire staffs with proper skills that set them apart from other
employees from different hotel organization. Proper recruitment of employees will
enable the management to improve firm's brand image and increase customer satisfaction
(Ashton, 2018). Apart from these functions, the HRM of Hilton hotels performs functions
like wage management of employee retention of employees and understanding the
employee demands.
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3) Participating in the planning and development of the organization: Human resource
managers of Hilton hotels also act as partners of the management of the organization.
Organizational objectives, goals and missions are identified by the HR managers, and
they are executed properly with proper engagement of employees. Participation of HR
managers helps the HR personnel to effectively understand the overall activities of the
hotels and resorts and also to help the organization to get success (Domínguez-Falcón et
al. 2016).
4) Employee mentoring and improving morale HRM of Hilton hotels are responsible for
proper delegation of work to allow employees to observe and get inspired by the values
and skills of their leaders and managers. HR management of Hilton hotel is the medium
in which employees get appropriate advice to carry out their jobs. HRM also acts as
guidance to the employees. HRM of Hilton hotels also tries to boost the morale of
employees as it is linked with the job performance of the staffs. Employee engagement
and development programs are also organized to increase the morale of the workforce
(Domínguez-Falcón et al. 2016).
5) Legal aspects: HRM of Hilton hotels should also be aware of the legislation and
regulations of employment laws. There are situations where Hilton hotel management
recruits more employees, and there are times when there remains a shortage of
employees. In these conditions, employees may be subjected to harassments or unethical
behaviours. Thus, it is the duty of HRM to properly maintain the ethics and employment
laws to avoid employee lawsuits or unprofessionalism. HR manager is responsible for
formulating appropriate policies so that employee's motivation and satisfaction level can
be enhanced.
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1.2: Justify a human resource plan based on an analysis of supply and demand for a
selected service industry business:
Planning is an essential part in the human resource department of Hilton hotels, and
resorts as HR planning helps the organization to attain the current and future organizational
goals and objectives effectively. HRM of the organization also determine the issues and benefits
of the plan. At first, the HRM gathers information about the main workforce of the hotels and
resorts (Gruber et al. 2015). After that, the gathered data is used to analyze the recruitment
demands, the possibility of supplies and retention rates. In this way, the HRM will gain
adequate knowledge about the stakeholders and their departments with an assumption of current
trends and analysis.
HRM of Hilton hotel also develops certain policies for the long-term success of the
company. HRM also manages the quality of services along with the prospect of increasing
production of company. Thus, a forecast of demand and supply rates of employees in Hilton
Hotels is presented to identify the internal and external supplies of the company for future needs
(Gruber et al. 2015).
Demand Analysis:
There are several internal and external factors that play key roles in demand analysis of
Hilton hotels and resorts. External factors encompass the laws and legislation of the UK
government regarding the recruitment of the hotel staffs, economic structure etc. Internal factors
of the demand analysis are the budget situation and new services like spa, sauna rooms and
fitness rooms in hotels for the customers.
Here are a few points about the analysis.
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 Sales Condition: as per the forecasts of the management experts, the sales growth at the
end of this financial year for Hilton hotels and resorts is estimated to be around 8%.
 Vacancy Analysis: 3 new Hotel receptionists, 5 catering managers, 6 hotel managers are
required for the effective operations of Hilton hotels in the UK (Masiero et al. 2015).
 Estimation of the management: the staffs that are quite keen to work in the hotels in
recent times is approximately 70. The number encompasses service managers, hotel
managers, line managers, lobby boys, chefs etc.
 Simulations: according to the several predictions of the researcher's demands of the
customers to experience the services of Hilton hotels have increased rapidly due to the
new services of spa, sauna and fitness rooms (Masiero et al. 2015).
Supply Analysis Comparison of Supply-
Demand
Position Average
Turnover
Percentag
e
(Last four
years)
Number
of current
employee
Estimate
d
Turnove
r by
2019
Remainin
g
Employee
s by 2019
Estimated
Labor demand
in 2019
Estimated
recruits in
2019
General manager 32 12 3 9 13 4
Resident Manager 37 8 2 6 9 3
Controller 48 15 4 11 16 5
Food & Beverage
Director
38 13 4 9 14 5
Assistant Controller 40 14 3 11 17 6
Sales Director 44 25 9 16 26 10
Sales manager 48 45 14 31 51 20
Catering director 40 14 4 10 15 5
Hotel Managers 35 20 5 15 21 6
Hotel receptionists 30 13 3 10 13 3
Chefs 39 50 20 30 55 25
Spa Managers 35 14 3 11 16 5
Directors
Housekeeping
38 16 2 14 18 4
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Housekeepers 37 52 25 27 57 30
Valet parking
attendants
42 44 8 36 46 10
Table 1: Demand Analysis
Source: Created by author
Supply Analysis:
Here are some of some analyses of the HRM of Hilton Hotels and resorts.
 Skill Inventories: many staffs are required to fill vacant posts created by the estimated
turnovers. It includes housekeepers, receptionists, valet parking attendants etc.
 Personnel Ratios: it is found from the above chart that for every 2 housekeepers 1 line
manager is necessary. Thus the ratio of housekeeper to that of line managers is 2:1.
 Labour market analysis: this analysis is based on the comfort and luxury that are
provided to customers with the launch of new hotel services like Spa, Sauna and Fitness
rooms in every Hilton hotels around the country.
2.1 Assess the current state of employment relations in a selected service industry
Advantages of Employee Relation:
Effective employee relations of the Hilton Hotel help the organization to properly articulate and
identify the rights and functions of the employees. By getting involved in the communication
and their activities, the HRM of Hilton hotel can have positive employee relations. There are two
typs of employee relationship. These are individual and collective relationships. Individual
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relationship with the employees can be strengthened with the obedience of contract laws,
employment rights and maintenance of terms and conditions. Collective relationships are
maintained through bargaining, arbitration and consultation (Gittel et al., 2015).
Trade Union Roles:
The responsibility and functions of trade unions are to look after the payment issues and working
environment of the employees in Hilton hotel. Trade union members constantly negotiate with
the management or the employers of teh organization to provide several benefits to teh
employees. Trade union staffs monitor the performances of the employees and try to figure out
whether they are valued in their workplace. Hilton hotel and resorts have multiple trade unions
like occupational union, general union and industrial union etc (Gittel et al., 2015).
Employee relation condition in Hilton Hotel:
The directors of Hilton Hotel always look forward to generate positive employee relations at
both individual and collective level. Statements from the general manager of one of the branches
of Hilton hotels stated that te main challenge in front of the employee relation is team handling.
Communication level among several departments should also be effective in order to maintain
good employee relations. This is important to serve the guests with quality service in hotels and
resorts (Gittel et al., 2015). Head of every department in the hotels should constantly engage
with the employees to help them to express their thoughts, ideas and queries regarding the jobs.
HRM of Hilton Hotel should frequently train and develop the employees to enhance the skills to
improve the performance and the production value. Thus, Hilton hotel and resorts HRM try to
communicate and engage with the employees and offer them appropriate trainings to improve
the employee relations and job performances.
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The operations that must be followed to maintain good employment relation with the employees:
Due to the pressure and strenuous condition in service secotor industry, the HR managers must
always try to understand the issues and queries of customer service staffs of Hilton Hotels (Gittel
et al., 2015).
HR managers should give proper respect to the staffs. This small act can boost the moral ofmany
staffs of Hilton Hotels as they feel valued by their managers.
HR managers of Hilton Hotel must always gather and assess the feedbacks of tehemployees as
quickly as possible to mitigate their issuesand offer them appropriate solutions.
HR managers should always clarify the job roles and communicate with the staffs. The staffs
should be made aware about anypolicy change or change of structures in the organization
2.2 Discuss how employment law affects the management of human resources in a
hospitality organisation of your choice.
Include M1
There are several employment laws that influences the management of human resources in
Hilton hotels. The laws include Health and Safety and Welfare Regulations 1992, Equalty Act,
2010; National Minimum Wage Regulation, 1999; Data Protection Act, 2018; Employee
Relations Act, 2004; Working Time Regulations, 1998; Employment Rights Act, 1996, 1999,
2002, 2008 etc (Karpuz et al., 2017).
Few of the mentioned acts are discussed below.
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1) Data Protection Act, 2018: Hilton Hotel HRM recruits employees from different
backgroundsand qualifications. All the valuable information about the employees are
stored in the database of management systems. This act prohibits the unlawful practices
of the management that may harm the staffs in the future. Effective implementation of
this act in the organization can bring transparency, lawfulness, fairness, data
minimization, accountability, integrity and confidentiality (Karpuz et al., 2017).
2) Employee Relations Act, 2004: the act was established to monitor and regulate the
operations of HR in service sectors. The act states the rights of teh employees in an
organization. The act further stated that the renowned hotel organization should allow the
employees to have maternity leave, paternity leave, protection of trade union individuals,
right to be accompanied in disciplinary hearings etc.
3) Equality Act, 2010: this act prohibits any type of discrimination based on race, color,
religion, sex etc in the workplace (Karpuz et al., 2017). This is one of the significant acts
in the organization to protect the staffs who are discriminated based on their appearances
and background. The act encompasses protection with these attributes race, color, sex,
religion, maternity issue, marriage, paternity issue etc.
4) Work and Families act, 2006: implementation of this act enabled the management of
Hilton Hotel to give paternity leaves to their staffs. Pregnancy leaves are increased from
25 weeks to 45 weeks due to this act. Basic salary and redundancy pay are also given to
the employees who are taking leaves for such issues (Karpuz et al. 2017).
Conclusion:
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