Human Resource Management Report: HRM at Hilton Hotel, UK

This report provides a comprehensive analysis of Human Resource Management (HRM) within the service industry, with a specific focus on the practices of Hilton Hotel. The report begins with an introduction to the role and purpose of HRM, emphasizing its significance in managing employees and enhancing their performance. It explores the functions of HRM, including staffing, training, and motivation. A human resource plan based on supply and demand is outlined, detailing the stages involved in identifying and managing employee capabilities. The report then examines the current state of employment relations in the hotel industry, highlighting the importance of employee relationships and the impact of employment law on HRM activities. It delves into specific legal aspects such as minimum wage and employment rights. Furthermore, the report provides job descriptions and person specifications for HR manager roles within Hilton Hotel, comparing selection processes across different service industries. The conclusion summarizes the key findings and the importance of effective HRM in the service sector. The report is a valuable resource for understanding HRM principles and practices within a real-world context.

Human Resource Management
for Service Industries

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
1.1 Role and purpose of human resource management..........................................................1
1.2 Human resource plan based on an analysis of supply and demand..................................2
TASK 2............................................................................................................................................3
2.1 Current state of employment relations for hotel industry.................................................3
2.2 Way in which employment law affects the management of human resources.................4
TASK 3............................................................................................................................................5
3.1 Job description and person specification for a hotel industry job....................................5
3.2 Comparing the selection process of different service industries businesses....................7
TASK 4............................................................................................................................................9
4.1...........................................................................................................................................9
CONCLUSION................................................................................................................................9
REFERENCES..............................................................................................................................10

INTRODUCTION
In this current scenario, HR department plays an important role in every organisation. It
helps to manage and control human resources of company in an appropriate and effective
manner. HRM assists to improve the working performance and capabilities of employees so that
they will effectually perform their tasks. The present report will be discussing about major
purpose and functions of HR as well as concepts of human resource management (Armstrong
and Taylor, 2014). On the other hand, employment relationship will be explained in context of
Hilton Hotel. In this report, various employment laws which impact on HRM activities of Hilton
hotel will be discussed. This research project will be defining about the selection process that
will help to take corrective actions to select appropriate candidates in the organisation.
TASK 1
1.1 Role and purpose of human resource management
Human resource management is an effective process that helps to manage and control all
over the employees of company in a significant way. In other words, it is very important for
every organization to provide proper training to every employees, so they can learn how should
complete the tasks as well as they can enhance their working performance (Definition of Human
Resource Management, 2017). Employee's working performance and involvement directly
influence the operations of organization. In context of hospitality, this sector is one of the fastest
growing. Hilton Hotel is one of the famous and leading hotel as compared with others. Because
it focuses on working performance of workers and requirements of customers. In the addition of
this, HR department of any organization have to be perform some major activities in effective
and efficient manner such as staffing, training programs, motivation activities, development, etc.
(Batt and Colvin, 2011). With the help of this, employees of organization can enhance and
improve their working quality and performance. So they can easy and efficiently provides better
hotel services and facilities to their customers as per their needs and demand. Therefore, major
functions of HRM are explaining under following:
 Staffing: In the context of Hilton hotel, it is famous and versatile hotel in UK. It is very
necessary to manage and control all over staffing activities and operation in appropriate
manner. Staffing refers to, recruiting new qualified candidates in organization as per the
requirements of hotel then select and appoint them in a proper way and clarify their job
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or work as per their experience and qualification, so they can effectively perform their
task and works in significant manner.
Illustration 1: Functions of HRM
(Source- Definition of Human Resource Management, 2017)
 Training and Developments: It is one of the important and major functions of HR
department. With the help of these activities and programs, employees can easy to
enhance their working performance and involvement in appropriate manner. So they will
effectively perform their task with better outcomes (Boxall and Purcell, 2011). In the
context of Hilton hotel, employers of this firm must be provide training to their
employees on the regular basis.
 Motivation: It defines, inspire and energize the employees towards their works. So they
will effectively achieve the organizational goals and objectives in appropriate manner. In
the other words, management of Hilton hotel focuses on to improve motivation level of
their workers, due to organization can increase the profitability and reduce employee’s
absenteeism.
 Management: Another function of HRM is to maintain and control all employees of
hotel in appropriate manner. Due to, this organization must be imposed and regulated
some polices for employees such as health and safety. So they will feel safe and secure
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while performing their task in hotel. Management assist to manage all operation and
activities, then organization will receive better outcomes or result. Hence, all these HR
functions plays very eminent role in every organization, these should be effectively
perform by HR mangers.
1.2 Human resource plan based on an analysis of supply and demand
In every organization, human resource are important elements for a company. Due to, it
is every essential to properly utilize them, because human resources assists to increase
profitability of enterprise in appropriate manner (Carter and Liane Easton, 2011). In the other
words, human resource planning helps to determined and managed all major operations of
organization, it is classified on the basis of their priorities. In context of Hilton hotel, human
resource planning will be produced. It includes some stages such as follows:
Stages Explanation
Identify the key areas of position In the first stage of human resource plan is, to identify and
determine actual position where more new qualified
candidates can be appoint. In the context of Hilton hotel, it
focuses to make an effective plan for human resource.
Determine the capabilities for key
areas and positions
In the second stage of this planning, it is actual working
capabilities and abilities that are required in employees to
perform task are identified and determined.
Analysed the interested employees
and assess them against
capabilities
Next stage of human resource planning of Hilton,
determine the interest of employees and effectively analyse
them in significant manner against their working
capabilities. Moreover, determine their working capabilities
and skills of employees by the management of Hilton, then
as per their capacity employers will decide and allot works
and tasks to them.
Develop and implement succession
and knowledge transfer plans
In the next stage of human resource planning, duty of
human resource manager of firm is to identify the several
areas. So, they will implement the succession in action
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Evaluate effectiveness In the last step of this plan is to assess and evaluate the
effectiveness of human resource planning.
TASK 2
2.1 Current state of employment relations for hotel industry
Employee’s relationship plays an important role in every organization, it is totally based
upon democratic philosophy. To maintain the employee's relationship in an appropriate manner,
government of UK, has regulated and enacted some rules and regulations it have to be followed
by all employees while serving services and provides facilities to their customers. In the other
words, with the help of healthy and better employment relationship employees and employers
can easy to communicate with each other as well as can share any kind of information.
Employment relations assist to develop unity among them and increase profitability of
organization in a significant manner (Chang, Gong and Shum, 2011).
In context of Hilton hotel, it follows Win- Win approach in the organization. This
approach assist to increase profitability and production level of the firm. According to this
approach, effective negotiation or solution of critical situation, which must be acceptable by the
both parties in significant manner. However, Hilton hotel believes in democratic style of
employee relations and using win-win approach in working environment for managing and
developing employment relationship (Chelladurai and Kerwin, 2017). Apart from this, employee
relations necessary to maintain in every organization. Due to, for managing employment
relationship that can argue against some ideal elements in significant manner:
 Distinguishing contractual and statutory employment rights
 Contract of employment
 Discrimination in employment
 The regulation of working schedule and time
 Termination of workers or employee from organization
 Enforcement of contractual and statutory employment right
Hilton hotel recently opened approximately 80 room hotel at Stratford city. Every
branches of employers and employees are always ready to take corrective and appropriate for
welfare of the enterprise. The current state of this organization is very much beneficial for
employees as well as for customers. Because it focuses on to give proper satisfaction to
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consumers also provide proper safety and security to every employees of the firm. All the major
decisions taken by the top management of organization also all employee have right to
participate in this procedure. Further, culture and environment of this hotel has much developed
from past. At this time period, employees are easy to distribute leadership powers and rights, so
they will effectively take appropriate decision for the company. Due to, they can easy to resolve
problems with the help of appropriate solutions. Moreover, it is important to clarify polices and
rules of the hotel to every workers, so they effectively perform their task.
2.2 Way in which employment law affects the management of human resources
Legal rules and regulations perform as like guidelines, with the help of them easy to
identify how activities and operations will be completed in significant manner. Moreover, it is
important for every organization to effectively follow laws and human resource policies. In the
context of Hilton Hotel London, employment law of UK, it directly impacts upon working
environment and system of hotel.
Employment law refers to, it helps to manage and improve employee's capabilities in
significant manner. In addition, employment law plays vital role to protect all workers or
employees of organization (Ferguson and Reio, 2010). Moreover, employment law of UK it
covers legitimate relationship of workers, authority and trade unions.
 Minimum wage Act, 1998: In terms of employment law, it includes several legal acts
such as: minimum wage is £6.31 that should be paid to over 21 years old employees. It is
decided and regulated by government authorities. According to the National Minimum
Wage Act 1998, 28 paid holidays should be provided by the organization to employees
as well as should not more than 48 working hours.
 Employment right Act: In the addition of this, employment relation Act and
Employment Rights Act enacted for providing protection to employees towards their
rights. Further, they will effectively build healthy relationship with each other as well as
systematically preform their decided task. Employment acts includes, employment
particular, wage and payment, discrimination, holiday system, working hours, dismissal
notices, redundancy payment, employees insolvency and so more (Guchait and Cho,
2010).
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Sometimes, organization does not follows employment laws in entire business life, in
this case employees have rights to take legal action against that particular administration
(BREXIT and the Employment Law Consequences, 2017).
TASK 3
3.1 Job description and person specification for a hotel industry job
Job analysis refers to, it is a plan and systematic approach. In which includes all over
important information and clarification regarding job and work profile in organization. HR
manger of Hilton hotel, it is major responsibility to provide proper information related to the
organization and employee's work profile. Job description, it is the detail of work and job in the
context of written document. It is mainly adheres by employees who are applicable and capable
for selected and specific job (Hendry, 2012). It also can called as a clear report it is mentioned
all necessary information. It includes some major points such as:
 The name of job
 The number of working hours
 Responsibilities
 Conditions of works
 Compensation system of organization
In context of job specification, it refers to the specific employee's capabilities, skills,
education, time frame which is required for the specific job profile in organization (Jiang and
et.al., 2012). Job specification includes:
 The credentials
 Excellence
 Experience
 Family surroundings
 The training
 Interpersonal features etc.
JOB DESCRIPTION OF A HR MANAGER AT HILTON HOTEL, LONDON
Job Title: HR manager
Reporting to : Hotel manager and head authority of hotel
Time of work: 9 AM to 6.00 PM
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Work summary: Work at the office of company, must be take care of all the front office
operations and activities, handling all the problems and resolve them with better solutions.
Work responsibilities:
 To greet the guests
 To make full arrangements to the customers
 To make ensure proper hotel services and facilities to everyone as per their requirements
 Help the manager in performing essential tasks and works
 Effectively performing all the computer systems
 Providing proper training to all employees
Compensation: £25000 - £35000 (There are having some special offers for night shift and extra
over time)
Work location: Stratford, UK
In addition to this, job description refers to a written document in which information
mentioned is about the job profile. With the help of this, new appointed candidates easily know
and understand how should perform the task, how to handle critical situations and how to
resolve them with effective solution (Kusluvan and et. al., 2010). In context of Hilton Hotel,
firms wants to recruit new human resource manager as a trainee in organization. In the job
description, all vacancies are classified for several candidates such as fresher, experienced, etc.
So, candidates can get proper information and understand their job profile in an appropriate
manner as well as they will take corrective actions regarding the job profile that should be
chosen. Moreover, job description and job specification play and important role in every
organization as with the help of this document, candidates can easily take corrective actions and
effectively choose job profile as per their qualification and working capabilities.
Person Specification
Qualification- Diploma in Human Resource, masters in HR
Experience- 2 to 3 years
Skills and abilities
 Interpersonal
 Communication skills
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 Leadership capabilities Management abilities and so more.
Personal attributes- Positive attributes, caring for employees, deal with everyone with respect
etc.
3.2 Comparing the selection process of different service industries businesses
Selection process is the important procedure, it start with the recruitment process. It
refers to after the recruitment of candidates then as per the qualification, working capabilities,
skills and organisation requirements, HR manager will take corrective decision against
candidates. Selection procedure, sometimes negatively impacts on candidates due to they
become demotivate towards their works and reduce their moral (Marchington and et.al., 2016).
Further, it is very essential, selection process should effective and positive in nature and should
not be done any discrimination activities with candidates. Selection process includes some steps
which are defined as:
Before start the selection process must receive and collect applications of new candidates.
 Scrutiny: In the first stage of this process, should systematically check all the
applications and examine them as per the standards of organisation such as skills,
education, qualification, experience, technical knowledge and so more. After the
scrutiny, some candidates who match the standards of organisation are being informed to
them via, phone, email for final interview (Mathis and Jackson, 2011). Before starting
interview have to be face some and clear some test such as:
 Competency test
 Psychometric test
 Verbal reasoning
 Quantitative test
 Selection interview: This is an effective process, it started after cleared all these exams
and written test. From selected candidates some of persons get success in these several
exams and they will come for a final round of interview, which is conducted by higher
authority of organisation.
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 Reference process: When a person is being selected, then company's employer get
proper verification by phone such as any criminal records (Salvendy, 2012). After that,
selected candidates come for the medical test.
 Medical fitness test: In this stage, check the physical capabilities of new employees and
properly analyse the actual fitness then as per their fitness, employers of the organisation
will allot the task and works to them so new workers can systematically complete the
task with better outcomes.
 Final appointment letter: This is the last stage of selection process, in this stage find
out the applicable persons for specific job then employer will provide appointment letter
to them (Sparrow, Brewster and Chung, 2016). In this mentioned, all information
regarding job and compensation system of hotel.
In context of Hilton hotel, this organisation follows an effective assessment process it
includes some stages such as follows:
 Written test
 Reference check
 Final appointment
Apart from this, another chosen organisation is British Airways which is using a strict
and systematic recruitment and selection process in business. It includes some stages such as
follows:
 Exercising group: In this stage, give all employees are given with equal chances to
communicate freely and interact with other employees. With the help of this, it is easy to
identify communication skills of staff members.
 Interview: After the exercising group, selected persons are going for personal interview
that it will be conducted by the HR manager and higher authority of organisation.
 Psychometric test: In this stage, actual capabilities and skills of employees are checked
as well as the way they will handle critical situations.
 Interpersonal skills: With the help of this, it will be easy to identify and analyse
communication skills of employees.
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TASK 4
4.1
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11

12

13

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CONCLUSION
From the above report, it can be concluded that human resource management plays
several important functions in an organization such as staffing, directing, training and
development, controlling and so more. An appropriate human resource plan has been presented
in the report. Furthermore, in this current scenario, Hilton hotel used and adopted Win-Win
approach in the business for managing and improving employment relationship. This assignment
has been elaborated several employment laws such as minimum wage act 1998, employment
right act, etc. In this light, an effective job description for HR manager is given as well.
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REFERENCES
Books & Journals
Armstrong, M. and Taylor, S., 2014. Armstrong's handbook of human resource management
practice. Kogan Page Publishers.
Batt, R. and Colvin, A. J., 2011. An employment systems approach to turnover: Human
resources practices, quits, dismissals, and performance. Academy of management
Journal. 54(4). pp.695-717.
Boxall, P. and Purcell, J., 2011. Strategy and human resource management. Palgrave
Macmillan.
Carter, C. R. and Liane Easton, P., 2011. Sustainable supply chain management: evolution and
future directions. International journal of physical distribution & logistics management.
41(1). pp.46-62.
Chang, S., Gong, Y. and Shum, C., 2011. Promoting innovation in hospitality companies
through human resource management practices. International Journal of Hospitality
Management. 30(4). pp.812-818.
Chelladurai, P. and Kerwin, S., 2017. Human resource management in sport and recreation.
Human Kinetics.
Ferguson, K. L. and Reio Jr, T. G., 2010. Human resource management systems and firm
performance. Journal of Management Development. 29(5). pp.471-494.
Guchait, P. and Cho, S., 2010. The impact of human resource management practices on
intention to leave of employees in the service industry in India: the mediating role of
organizational commitment. The International Journal of Human Resource
Management. 21(8). pp.1228-1247.
Hendry, C., 2012. Human resource management. Routledge.
Jiang, K. and et. al., 2012. Clarifying the construct of human resource systems: Relating human
resource management to employee performance. Human Resource Management Review.
22(2). pp.73-85.
Kusluvan, S. and et. al., 2010. The human dimension: A review of human resources
management issues in the tourism and hospitality industry. Cornell Hospitality
Quarterly. 51(2). pp.171-214.
Marchington, M. and et. al., 2016. Human resource management at work. Kogan Page
Publishers.
Mathis, R. L. and Jackson, J. H., 2011. Human resource management: Essential perspectives.
Cengage Learning.
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Salvendy, G., 2012. Handbook of human factors and ergonomics. John Wiley & Sons.
Sparrow, P., Brewster, C. and Chung, C., 2016. Globalizing human resource management.
Routledge.
Online
BREXIT and the Employment Law Consequences. 2017. [Online]. Available through:
<https://www.mad-hr.co.uk/blog/brexit-and-the-employment-law-consequences>.
[Accessed on 5th September 2017].
Definition of Human Resource Management. 2017. [Online]. Available through:
<http://keydifferences.com/difference-between-personnel-management-and-human-
resource-management.html>. [Accessed on 7th September 2017]
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